@book{92894,
	author = {Meinl, Marja E.},
	title = {Electronic complaints :},
	publisher = {Frank & Timme,},
	year = {[2014]},
	series = {Kulturen - Kommunikation - Kontakte,},
	address = {Berlin :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10832833}
}