@book { DieBedeutungdesBeschwerdemanagementsfrdasRisikomanagementbeiBanken,
    title = "Die Bedeutung des Beschwerdemanagements für das Risikomanagement bei Banken",
    author = "Martin {Bauer}",
    year = "2004",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832480721",
    url = "https://m.diplom.de/document/223300"
}