%Aigaion2 BibTeX export von HES SO Valais Publications
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@ARTICLE{HEVS166,
    author = {Schegg, Roland and Murphy, Jamie},
     title = {Five star treatment? E-mail Customer Service by International Luxury Hotels},
   journal = {Information Technology and Tourism},
    volume = {6 (2)},
      year = {2003},
     pages = {99 - 112}
}