@book { CollaborativeBrowsingfrinternetbasierteServiceundSupportprozesse,
    title = "Collaborative Browsing für internetbasierte Service- und Supportprozesse",
    author = "Andreas {Lassmann}",
    year = "2010",
    publisher = "Peter Lang Verlag",
    address = "Berlin, Germany",
    url = "https://www.peterlang.com/document/1107087"
}