@book { OrganisatorischeGestaltungvonBeschwerdemanagementSystemen,
    title = "Organisatorische Gestaltung von Beschwerdemanagement-Systemen",
    author = "Peter {Schöber}",
    year = "2021",
    publisher = "Peter Lang Verlag",
    address = "Berlin, Germany",
    url = "https://www.peterlang.com/document/1084653"
}