@incollection{Boecker2001,
  author    = {Jens B{\"o}cker},
  title     = {Der Kunde im Fokus!},
  series = {B{\"o}cker, Hardtke (Hg.): Schl{\"u}sselkompetenzen in der Telekommunikation},
  publisher = {Gabler},
  address   = {Wiesbaden},
  isbn      = {3-409-11766-0},
  doi       = {10.1007/978-3-322-82347-2\_1},
  pages     = {1 -- 22},
  year      = {2001},
  language  = {de}
}