@article{ThielemannSchaffner2006,
  author    = {Frank Thielemann and M. Schaffner},
  title     = {Vom Einzelk{\"a}mpfertum zum kooperativen Kundenservice},
  journal   = {Polygraph. 49 (1996), H. 23-24},
  pages     = {40 -- 42},
  year      = {2006},
}