@article{JacobKleipassPohl2014,
  author    = {Frank Jacob and Ulrich Kleipa{\"s} and Alexander Pohl},
  title     = {Nature and role of customer satisfaction in the solution business},
  series   = {European Management Journal},
  volume    = {32},
  number    = {3},
  publisher = {Elsevier},
  issn      = {0263-2373},
  doi       = {10.1016/j.emj.2013.08.002},
  pages     = {487 -- 498},
  year      = {2014},
  language  = {en}
}