@mastersthesis{Reichard2017,
  author      = {Sabrina Reichard},
  title       = {Development of a B2C Complaint Management Concept in the Retail Sector using the example of XXXLutz},
  type        = {masterthesis},
  pages       = {XII, 155, A-42},
  school      = {FH CAMPUS 02 (CAMPUS 02 Fachhochschule der Wirtschaft)},
  year        = {2017},
}