@incollection{BERNHOLDKALINGLELLEK2012,
  author    = {T. BERNHOLD and N. KALING and V. LELLEK},
  title     = {Productivity Measurement Model - A Holistic Approach For Services},
  booktitle = {JUNGHANS, A.; JENSEN, P. A (Editors) Proceedings of the 11th EuroFM Research Symposium, 24.-25. May 2012 in Copenhagen, Denmark},
  year      = {2012},
}