@book { ServiceEngineeringSystematischeEntwicklunginnovativerDienstleistungen,
    title = "Service Engineering. Systematische Entwicklung innovativer Dienstleistungen",
    author = "Ivan {Konovalov}",
    year = "2017",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    url = "https://www.hausarbeiten.de/document/373619"
}