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@article{DBLP:journals/hmd/Baumgartner96,
  author       = {Christian Baumgartner},
  title        = {Leistungsmessung und Leistungsverrechnung: Voraussetzungen, Ans{\"{a}}tze,
                  Methoden},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/08.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Baumgartner96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Bohm96,
  author       = {Dietmar B{\"{o}}hm},
  title        = {DV-Marketing als Herausforderung f{\"{u}}r den Benutzerservice},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/02.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Bohm96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/HeinrichH96,
  author       = {Lutz J. Heinrich and
                  Irene H{\"{a}}ntschel},
  title        = {Messen des Erfolgs des Benutzer-Service},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/07.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/HeinrichH96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Knolmayer96,
  author       = {Gerhard Knolmayer},
  title        = {Benutzersupport: Eine Kernkompetenz des IV-Bereiches?},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/01.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Knolmayer96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Martini96,
  author       = {Paul Martini},
  title        = {Tools f{\"{u}}r den Benutzerservice},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/06.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Martini96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Mohr96,
  author       = {Ulrich Mohr},
  title        = {Zur Qualifizierung von Support-Mitarbeitern im kundenorientierten
                  Support-Center},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/03.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Mohr96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/SchubertB96,
  author       = {Petra Schubert and
                  Andrea Back{-}Hock},
  title        = {Groupwarebasierter Help-Desk f{\"{u}}r Informatikprobleme},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/05.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/SchubertB96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Steens96,
  author       = {Leontine Steens},
  title        = {Eine Hotline als Notfalldienst f{\"{u}}r Informatik-Anwender},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/04.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Steens96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/hmd/Stein96,
  author       = {Wolfgang Stein},
  title        = {Objektorientierte Analysemethoden f{\"{u}}r drei praxisrelevante
                  Anwendungsgebiete im Vergleich},
  journal      = {{HMD} Prax. Wirtsch.},
  volume       = {189},
  year         = {1996},
  url          = {http://hmd.dpunkt.de/189/09.html},
  timestamp    = {Fri, 27 Nov 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/journals/hmd/Stein96.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}