@book{Call2008,
  author    = {Call, Guido},
  title     = {Kunden- und Servicemanagement : erfolgreich der Servicew{\"u}ste entgehen},
  publisher = {Kovac},
  address   = {Hamburg},
  isbn      = {978-3-8300-3890-0},
  pages     = {147 S. : Ill., graph. Darst.},
  year      = {2008},
  language  = {de}
}