@incollection{KOERSLELLEKBERNHOLDetal.2014,
  author    = {J. KOERS and V. LELLEK and T. BERNHOLD and L. YOUSSEF},
  title     = {Visualization of services - Closing expectation gaps and increasing service quality.},
  booktitle = {Thomas Baaken und Janusz Teczke (Hg.): Managing Disruption and Destabilisation},
  year      = {2014},
}