@book{195398,
	author = {Schellong, Alexander. and ebrary, Inc.},
	title = {Citizen relationship management},
	publisher = {Lang,},
	year = {c2008.},
	series = {European university studies. Series XXXI, Politics = Publications universitaires europ�eennes. S�erie XXXI, Politics = Europ�aische Hochschulschriften. Reihe XXXI, Politik,},
	address = {Frankfurt am Main :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10601404}
}