@book { FlexibleKundeninteraktionsprozesseimCommunicationCenter,
    title = "Flexible Kundeninteraktionsprozesse im Communication Center",
    author = "Michael {Zapf}",
    year = "2021",
    publisher = "Peter Lang Verlag",
    address = "Berlin, Germany",
    url = "https://www.peterlang.com/document/1096212"
}