@book{Jochimsen2007,
author = {Jochimsen, Beate},
year = {2007},
isbn = {3-938369-59-0},
language = {eng},
copyright = {http://www.fu-berlin.de/sites/refubium/rechtliches/Nutzungsbedingungen},
title = {Determinants of service quality in bureaucracy},
url = "http://dx.doi.org/10.17169/FUDOCS_document_000000000197",
}