@book { AutomatisierungvonDienstleistungen,
    title = "Automatisierung von Dienstleistungen",
    author = "Zuhal {Düzgün}",
    year = "2008",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783836611268",
    url = "https://m.diplom.de/document/225680"
}