@incollection{IlhanHartmannCiftcietal.2019, author = {Aylin Ilhan and Sarah Hartmann and Tuba Ciftci and Wolfgang G. Stock}, title = {Citizen Relationship Management in den USA und in Deutschland: 311 - 115 - Service Apps}, booktitle = {Die digitale Transformation in Institutionen des kulturellen Ged{\"a}chtnisses : Antworten aus der Informationswissenschaft}, editor = {Stephan B{\"u}ttner}, isbn = {978-3-945610-50-3}, year = {2019}, }