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  author = {Zogaj, S. and Bretschneider, U.},
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@inproceedings{ls_leimeister,
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  number = {22},
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@inproceedings{ls_leimeister,
  author = {Blohm, I. and Fähling, J. and Leimeister, J. M. and Krcmar, H. and Fischer, J.},
  title = {Accelerating customer integration into innovation processes using Pico-Jobs},
  booktitle = {22. ISPIM Conference 2010},
  year = {2010},
  number = {22},
  note = {196 (44-10)},
  url = {http://pubs.wi-kassel.de/wp-content/uploads/2013/03/JML_250.pdf}
}

@book{Zeithaml:2009,
  author = {Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.},
  title = {Services marketing},
  publisher = {McGraw-Hill Boston [u.a.]},
  year = {2009},
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@book{Memo452727,
  author = {Schmidt, Maxie},
  title = { Zufriedenheitsorientierte Steuerung des Customer Care, Management von Customer Care Partnern mittels Zufriedenheits-Sevice Level Standards },
  booktitle = { Zufriedenheitsorientierte Steuerung des Customer Care },
  publisher = { Dt. Univ.-Verl. },
  year = { 2008 },
  edition = { [Online-Ausg.] },
  note = { Maxie Schmidt },
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}

@inproceedings{hu2004mining,
  author = {Hu, Minqing and Liu, Bing},
  title = {Mining and summarizing customer reviews},
  booktitle = {Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining},
  publisher = {ACM},
  year = {2004},
  pages = {168--177},
  url = {http://doi.acm.org/10.1145/1014052.1014073},
  doi = {http://doi.acm.org/10.1145/1014052.1014073}
}

@book{Wullenweber.2003,
  author = {Wüllenweber, Harald},
  title = {Mehr Kundenbindung durch Organisationales Lernen:  Konzept - Modellierung - empirische Befunde},
  publisher = {Eul},
  year = {2003},
  volume = {87},
  edition = {1. Aufl.},
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}

@book{Kocher.2002,
  author = {Köcher, Anette},
  title = {Controlling der werbefinanzierten Medienunternehmung},
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  volume = {13}
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@book{Uebel.2002,
  author = {Uebel, Matthias F.},
  title = {Praxis des Customer Relationship Management:  Branchenlösungen und Erfahrungsberichte},
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  year = {2002},
  edition = {1. Aufl.}
}

@book{Block.2001,
  author = {Block, Birgit},
  title = {Gestaltung und Steuerung einer Hersteller-Händler-Kooperation in der Lebensmittelbranche},
  publisher = {Eul},
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  volume = {Bd. 74}
}

@book{BerryLinoffWebMining,
  author = {Linoff, G.S. and Berry, M.J.A.},
  title = {Mining the Web. Transforming Customer Data into Customer Value},
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  year = {2001}
}

@book{Peppers.2000,
  author = {Peppers, Don and Rogers, Martha},
  title = {Enterprise one-to-one:  Tools for building unbreakable customer relationships in the interactive age},
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  edition = {Repr.}
}

@book{Mertens.1992,
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}