@misc{EmontsHolleyKufferathKassner2023,
  author    = {Roman Emonts-Holley and Felicia Kufferath-Kaßner},
  title     = {CSS 2.0: Customer-Service-Scorecard},
  booktitle = {UdZ - Unternehmen der Zukunft},
  volume    = {18},
  number    = {1},
  institution = {FIR e. V. an der RWTH Aachen},
  type      = {contributiontoperiodical},
  pages     = {37 -- 38},
  year        = {2023},
}