@inproceedings{Rossmann2012,
  author    = {Alexander Rossmann},
  title     = {Turning complainers into fans : towards a framework for customer services in social media channels},
  booktitle = {International Scientific Conference From Global Crisis to Economic Growth - Which Way to take? : Belgrade, 20.09.2012-22.09.2012},
  editor    = {Praščević, Aleksandra},
  pages     = {1 -- 12},
  year      = {2012},
}