@book { ProvidingCustomerServicebyuseofSocialMediaChannelsbestpractices,
    title = "Providing Customer Service by use of Social Media Channels (best practices)",
    author = "Linda {Nguyen}",
    year = "2011",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783656075950",
    url = "https://www.hausarbeiten.de/document/183360"
}