%Aigaion2 BibTeX export von HES SO Valais Publications
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@INCOLLECTION{HEVS342,
     author = {Schegg, Roland and Leuenberger, Richard and Murphy, Jamie},
      title = {E-Mail Customer Service by Upscale International Hotels},
  booktitle = {Information and Communication Technologies in Tourism},
       year = {2003},
      pages = {20 - 28}
}