@incollection{Mayer2010,
  author    = {Horst O. Mayer},
  title     = {Modelle der Kundenzufriedenheit},
  series = {Kundenzufriedenheit. Analyse und Management},
  volume    = {11},
  editor    = {Horst O. Mayer and Wolfgang Walter},
  publisher = {Wiss. Verl. Berlin},
  address   = {Berlin},
  pages     = {12 -- 20},
  year      = {2010},
  language  = {de}
}