@incollection{JosicKuehnl2016, author = {Danijel Josic and Christina K{\"u}hnl}, title = {Customer Experience Management}, booktitle = {Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen}, editor = {Christian Homburg}, isbn = {978-3-658-08688-6}, year = {2016}, }