@incollection{ZerresBehrensPotratz2017,
  author    = {Christopher Zerres and Anja Behrens-Potratz},
  title     = {Kundenmanagement in Krankenversicherungen},
  series = {Management im Gesundheitswesen. Das Lehrbuch f{\"u}r Studium und Praxis},
  edition   = {4.},
  publisher = {Springer},
  address   = {Berlin},
  isbn      = {978-3-662-55023-6 (Print)},
  doi       = {10.1007/978-3-662-55024-3\_3},
  pages     = {180 -- 196},
  year      = {2017},
  language  = {de}
}