@inproceedings{RossmannStei2015,
  author    = {Alexander Rossmann and Gerald Stei},
  title     = {Customer services in the digital transformation: social media versus hotline channel performance},
  booktitle = {Digital Enterprise Computing (DEC 2015) : June 25-26, 2015, B{\"o}blingen, Germany},
  editor    = {Alfred Zimmermann and Alexander Rossmann},
  pages     = {27 -- 38},
  url       = {http://subs.emis.de/LNI/Proceedings/Proceedings244/article19.html},
  year      = {2015},
}