@inproceedings{7a152ef279c047cba31c5a34006d2b64,
title = "Framework of strategic, tactical and operational customer relationship management in facility services",
author = "Markku Heimb{\"u}rger",
year = "2009",
language = "English",
isbn = "978-3-00-027342-1",
pages = "196--205",
editor = "Bernd Stauss and Bo Edvardsson and Robert Johnston",
booktitle = "QUIS 11 - Services Conference, Wolfsburg, Germany, June 11-14, 2009",
publisher = "Catholic University of Eichstaett-Ingolstadt",
address = "Germany",
}