@book { KundenzufriedenheitindersozialenArbeit,
    title = "Kundenzufriedenheit in der sozialen Arbeit",
    author = "Hans-Jürgen {Alscher}",
    year = "2003",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832464738",
    url = "https://m.diplom.de/document/221893"
}