@article{schefels.IJWISFrameworkAnalysis,
 author    = {Schefels, Clemens and Zicari, Roberto V.},
 title     = {A Framework Analysis for Managing Feedback of Visitors of a Web Site},
 journal   = {International Journal of Web Information Systems (IJWIS)},
 volume    = {8},
 number    = {1},
 year      = {2012},
 pages     = {127--150},
 doi       = {10.1108/17440081211222618},
 issn      = {1744-0084},
 publisher = {Emerald Group Publishing Limited},
 address   = {Bingley, UK}
}