@book { VirtualCommunicationCustomerCareontheWorldWideWeb,
    title = "Virtual Communication - Customer Care on the World Wide Web",
    author = "Ronny {Peterhans}",
    year = "2003",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783638171243",
    url = "https://www.hausarbeiten.de/document/10787"
}