@inproceedings{KMIS-2011-UrdzikovaJ,
	author        = "Jana Urdziková and Martina Jakábová",
	booktitle     = "{Proceedings of the Third International Conference on Knowledge Management and Information Sharing}",
	isbn          = "978-989-8425-81-2",
	pages         = "302--305",
	publisher     = "{SciTePress}",
	title         = "{Complaints Management in Terms of Business Practice in Slovakia — Research Results}",
	year          = 2011,
}