@book{Eckhardt.2003,
  address = {Gie{\ss}en},
  author = {Eckhardt, Katja and Lorenz, Dieter and Sust, A. Charlotte and Bartenbach, Christian},
  edition = {1. Aufl.},
  interhash = {6957d7b6cc1340e4f4e2f75f49169a3c},
  intrahash = {9f84369933789de11483be83b360c61c},
  isbn = {3932917431},
  price = {EUR 19.00},
  publisher = {Ferber},
  title = {Call Center Gestaltung:  Ein arbeitswissenschaftliches Handbuch},
  url = {\url{http://www.gbv.de/dms/hebis-darmstadt/toc/110598024.pdf}},
  year = 2003
}

@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
}