@article{MetzRotheDegener2001,
  author    = {Metz, Anna-Marie and Rothe, Heinz-J{\"u}rgen and Degener, Mirko},
  title     = {Belastungsprofile von Besch{\"a}ftigten in Call Centers},
  year      = {2001},
  language  = {de}
}
@article{RotheMetzDegener1999,
  author    = {Rothe, Heinz-J{\"u}rgen and Metz, Anna-Marie and Degener, Mirko},
  title     = {Mental load of call center agents},
  year      = {1999},
  language  = {en}
}