@book { KritischeAnalysederOnlineBeratungalseServiceInstrumentimElectronicCustomerRelationshipManagementinDeutschland,
    title = "Kritische Analyse der Online-Beratung als eService-Instrument im Electronic Customer Relationship Management in Deutschland",
    author = "Monnabell {Meding}",
    year = "2003",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832472542",
    url = "https://m.diplom.de/document/222557"
}