@article{BockEbnerRossmann2013,
  author    = {Andreas Bock and Winfried Ebner and Alexander Rossmann},
  title     = {Telekom hilft - Kundenservice via Social Media},
  journal   = {Marketing Review St. Gallen},
  volume    = {30},
  number    = {3},
  pages     = {74 -- 85},
  doi       = {10.1365/s11621-013-0237-7},
  year        = {2013},
}