@book{OPUS4-2387,
  title     = {Kundenzufriedenheit. Analyse und Management},
  series = {Wandel und Kontinuit{\"a}t in Organisationen, 11},
  editor    = {Horst O. Mayer and Wolfgang Walter},
  publisher = {Wiss. Verl. Berlin},
  address   = {Berlin},
  isbn      = {978-3-86573-576-8},
  pages     = {163},
  year      = {2010},
  language  = {de}
}