@book { ManagementdesKundendialogsperEMail,
    title = "Management des Kundendialogs per E-Mail",
    author = "Harald {Meißner}",
    year = "2021",
    publisher = "Peter Lang Verlag",
    address = "Berlin, Germany",
    url = "https://www.peterlang.com/document/1097308"
}