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Electronic Customer Care - Neue Wege zum Kunden., and . Wirtschaftsinf., 40 (2): 105-113 (1998)Electronic customer care. Springer, Berlin u.a., 2., überarb. Aufl edition, (2000)Electronic Customer Care. Springer, Berlin u.a., 3., überarb. Aufl. edition, (2001)Electronic customer care: die Anbieter-Kunden-Beziehung im Informationszeitalter.. University of St. Gallen, Switzerland, (1998)Electronic customer care (ECC), , and . Thexis-Fachbericht für Marketing Thexis-Verl., St. Gallen, (1997)Customer Relationship Management. Springer, Berlin u.a., (2002)