@book{Kors.2002,
  address = {M\"unster},
  author = {K\"ors, Anna and L\"ude, Rolf and Nerlich, R. Mark and Fandree, Danny},
  interhash = {f4085d5c27e2b07c20819048afc14ad7},
  intrahash = {55d84e852caa22c85e3adbee440fc3c8},
  isbn = {3825859819},
  price = {EUR 30.90},
  publisher = {LIT},
  title = {Call-Center-Markt Deutschland:  Das Fallbeispiel Hamburg},
  year = 2002
}