@book { AuswirkungenderImplementierungeinesBeschwerdemanagements,
    title = "Auswirkungen der Implementierung eines Beschwerdemanagements",
    author = "Nick {Manweiler}",
    year = "2015",
    publisher = "BACHELOR + MASTER PUBLISHING",
    address = "Hamburg, Deutschland",
    url = "https://m.bachelor-master-publishing.de/document/297998"
}