@misc{BERNHOLDLELLEKKOERSetal.2014,
  author    = {BERNHOLD, T. and LELLEK, V. and KOERS, J. and YOUSSEF, L.},
  title     = {International RESER Conference: Visualization of services - Closing expectations gaps and increasing service quality, XXIV. RESER Conference, 11.-13. September 2014, Helsinki, Finnland},
  pages     = {S. 900 -- 911},
  year      = {2014},
  language  = {en}
}
@incollection{BERNHOLDLELLEK2014,
  author    = {BERNHOLD, T. and LELLEK, V.},
  title     = {Produktivit{\"a}tsmessung von Immobiliendienstleistungen: Theorie - Konzepte - Praxis},
  series = {BERNHOLD, T.; MAY, M.; MEHLIS, J.; Handbuch Facility Management: Grundlagen, Arbeitsfelder, Wissensmanagement; 42. Erg{\"a}nzungslieferung},
  booktitle = {BERNHOLD, T.; MAY, M.; MEHLIS, J.; Handbuch Facility Management: Grundlagen, Arbeitsfelder, Wissensmanagement; 42. Erg{\"a}nzungslieferung},
  publisher = {ecomed SICHERHEIT},
  address   = {Heidelberg, M{\"u}nchen, Landsberg, Frechen, Hamburg},
  pages     = {1 -- 29 (2.2.1.1.1)},
  year      = {2014},
  language  = {de}
}
@incollection{LELLEKKUeRSCHNER2014,
  author    = {LELLEK, V. and K{\"U}RSCHNER, M.},
  title     = {Produktivit{\"a}tsmessung von Immobilien-Services unter Einsatz einer CAFM Web-Applikation},
  series = {Facility Management Messe 2014 Tagungsband.},
  booktitle = {Facility Management Messe 2014 Tagungsband.},
  publisher = {VEW Verlag 2014},
  address   = {Berlin, Offenbach},
  pages     = {214 -- 224},
  year      = {2014},
  language  = {de}
}
@article{MEERMANLELLEKSERBIN2014,
  author    = {MEERMAN, A. and LELLEK, V. and SERBIN, D.},
  title     = {The Path to Excellence; integrating customer satisfaction in productivity measurement in Facility Management},
  series = {EuroFM Journal. International Journal of Facilities Management. Research Papers, Advancing knowledge in Facilities Management. Promoting Innovation in FM, March 2014},
  journal   = {EuroFM Journal. International Journal of Facilities Management. Research Papers, Advancing knowledge in Facilities Management. Promoting Innovation in FM, March 2014},
  pages     = {201 -- 211},
  year      = {2014},
  language  = {en}
}
@misc{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; 24th Annual RESER Conference, September 11-13, 2014, Helsinki, Finland.},
  year      = {2014},
  language  = {en}
}
@incollection{BERNHOLDLELLEK2014,
  author    = {BERNHOLD, T. and LELLEK, V.},
  title     = {Produktivit{\"a}tsmessung von Immobiliendienstleistungen: Theorie - Konzepte - Praxis},
  series = {BERNHOLD, T.; MAY, M.; MEHLIS, J.; Handbuch Facility Management: Grundlagen, Arbeitsfelder, Wissensmanagement},
  booktitle = {BERNHOLD, T.; MAY, M.; MEHLIS, J.; Handbuch Facility Management: Grundlagen, Arbeitsfelder, Wissensmanagement},
  edition   = {42. Erg{\"a}nzungsliefer},
  publisher = {ecomed SICHERHEIT 2014},
  address   = {Heidelberg, M{\"u}nchen, Landsberg, Frechen, Hamburg},
  pages     = {1 -- 29 (2.2.1.1.1)},
  year      = {2014},
  language  = {de}
}
@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}
}