@inproceedings{Rossmann2014,
  author    = {Alexander Rossmann},
  title     = {Customer services in social media channels : an empirical analysis},
  booktitle = {Innovating and collaborating in a global marketplace ; AMA Summer Educators' Conference 2013 ; AMA educators proceedings volume 24 ; Boston, Massachussetts, USA, 9 - 11 August 2013},
  editor    = {Rebecca Slotegraaf},
  pages     = {342 -- 343},
  year      = {2014},
}