@book { CivilityinBusinessandProfessionalCommunication,
    title = "Civility in Business and Professional Communication",
    author = "Rod {Troester} and Cathy Sargent {Mester}",
    year = "2021",
    publisher = "Peter Lang Verlag",
    address = "New York, United States of America",
    url = "https://www.peterlang.com/document/1103992"
}