@book { BeschwerdemanagementinderAltenpflege,
    title = "Beschwerdemanagement in der Altenpflege",
    author = "Gerhard {Tinnefeldt}",
    year = "2010",
    publisher = "Schlütersche Verlagsgesellschaft mbH & Co. KG",
    address = ", Deutschland",
    url = "https://schluetersche.openpublishing.com/document/403629"
}