@book { EmpowermentFormenundAuswirkungenaufdieKundenzufriedenheit,
    title = "Empowerment: Formen und Auswirkungen auf die Kundenzufriedenheit",
    author = "Alexander {Gottlebe}",
    year = "2006",
    publisher = "Diplom.de",
    address = "Hamburg, Germany",
    doi = "10.3239/9783832494377",
    url = "https://m.diplom.de/document/224570"
}