@article{ThielemannSchaffner1996,
  author    = {Thielemann, Frank and Schaffner, M.},
  title     = {Vom Einzelk{\"a}mpfertum zum kooperativen Kundenservice},
  series = {Polygraph. 49 (1996), H. 23-24},
  journal   = {Polygraph. 49 (1996), H. 23-24},
  isbn      = {0032-3842},
  pages     = {40 -- 42},
  year      = {1996},
  language  = {de}
}