@book { BeschwerdemanagementalsInstrumentzurKundenbindung,
    title = "Beschwerdemanagement als Instrument zur Kundenbindung",
    author = "Thomas Artur {Roner}",
    year = "2008",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783836608640",
    url = "https://m.diplom.de/document/225520"
}