@incollection{KOERSLELLEKBERNHOLDetal.2014,
  author    = {KOERS, J. and LELLEK, V. and BERNHOLD, T. and YOUSSEF, L.},
  title     = {Visualization of services - Closing expectation gaps and increasing service quality.},
  series = {Thomas Baaken und Janusz Teczke (Hg.): Managing Disruption and Destabilisation},
  booktitle = {Thomas Baaken und Janusz Teczke (Hg.): Managing Disruption and Destabilisation},
  publisher = {International Management Foundation, Cracow University of Economics},
  address   = {M{\"u}nster, Krakau},
  pages     = {331 -- 340},
  year      = {2014},
  language  = {en}
}