{
  "@context" : "http://lobid.org/resources/context.jsonld",
  "id" : "http://lobid.org/resources/990210741190206441#!",
  "type" : [ "BibliographicResource", "EditedVolume", "Book" ],
  "medium" : [ {
    "label" : "Print",
    "id" : "http://rdaregistry.info/termList/RDAproductionMethod/1010"
  } ],
  "title" : "Management der Kundenbegeisterung",
  "almaMmsId" : "990210741190206441",
  "hbzId" : "HT018903139",
  "deprecatedUri" : "http://lobid.org/resources/HT018903139#!",
  "isbn" : [ "9783863296506", "3863296508" ],
  "oclcNumber" : [ "946544875" ],
  "otherTitleInformation" : [ "wie Sie Kunden durch Excellence überzeugen" ],
  "edition" : [ "1. Aufl" ],
  "publication" : [ {
    "dateStatement" : "2016",
    "startDate" : "2016",
    "type" : [ "PublicationEvent" ],
    "location" : [ "Düsseldorf" ],
    "publishedBy" : [ "Symposion Publ." ]
  } ],
  "describedBy" : {
    "id" : "http://lobid.org/resources/990210741190206441",
    "label" : "Webseite der hbz-Ressource 990210741190206441",
    "type" : [ "BibliographicDescription" ],
    "inDataset" : {
      "id" : "http://lobid.org/resources/dataset#!",
      "label" : "lobid-resources – Der hbz-Verbundkatalog als Linked Open Data"
    },
    "resultOf" : {
      "type" : [ "CreateAction" ],
      "endTime" : "2026-08-08T22:02:59",
      "instrument" : {
        "id" : "https://github.com/hbz/lobid-resources",
        "type" : [ "SoftwareApplication" ],
        "label" : "Software lobid-resources"
      },
      "object" : {
        "id" : "https://lobid.org/marcxml/990210741190206441",
        "dateCreated" : "2016-03-02",
        "dateModified" : "2026-03-26",
        "type" : [ "DataFeedItem" ],
        "label" : "hbz-Ressource 990210741190206441 im Exportformat MARC21 XML",
        "inDataset" : {
          "id" : "https://datahub.io/dataset/hbz_unioncatalog",
          "label" : "hbz_unioncatalog"
        },
        "sourceOrganization" : {
          "id" : "http://lobid.org/organisations/DE-Dm13#!",
          "label" : "Fachhochschule Dortmund, Hochschulbibliothek"
        },
        "provider" : {
          "id" : "http://lobid.org/organisations/DE-101#!",
          "label" : "Deutsche Nationalbibliothek"
        },
        "modifiedBy" : [ {
          "id" : "http://lobid.org/organisations/DE-38#!",
          "label" : "Universitäts- und Stadtbibliothek Köln, Hauptabteilung"
        } ]
      }
    },
    "license" : [ {
      "id" : "http://creativecommons.org/publicdomain/zero/1.0",
      "label" : "Creative Commons-Lizenz CC0 1.0 Universal"
    } ]
  },
  "natureOfContent" : [ {
    "label" : "Aufsatzsammlung",
    "id" : "https://d-nb.info/gnd/4143413-4"
  } ],
  "subject" : [ {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Beschwerde"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Excellence"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Kunde"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Kundenbegeisterung"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Kundenzufriedenheit"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Freie Verschlagwortung",
      "id" : "https://www.wikidata.org/wiki/Q47524318"
    },
    "label" : "Management"
  }, {
    "notation" : "650",
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Sachgruppen der DNB",
      "id" : "https://bartoc.org/en/node/20049"
    },
    "label" : "Management"
  }, {
    "type" : [ "Concept" ],
    "source" : {
      "label" : "Dewey-Dezimalklassifikation",
      "id" : "https://d-nb.info/gnd/4149423-4"
    },
    "label" : "Management und unterstützende Tätigkeiten",
    "notation" : "650",
    "version" : "sdnb"
  }, {
    "notation" : "QP 620",
    "type" : [ "Concept" ],
    "source" : {
      "label" : "RVK (Regensburger Verbundklassifikation)",
      "id" : "https://d-nb.info/gnd/4449787-8"
    }
  }, {
    "type" : [ "ComplexSubject" ],
    "label" : "Servicepolitik | Kundenmanagement | Verbraucherzufriedenheit | Reklamation",
    "componentList" : [ {
      "type" : [ "SubjectHeading" ],
      "label" : "Servicepolitik",
      "source" : {
        "label" : "Gemeinsame Normdatei (GND)",
        "id" : "https://d-nb.info/gnd/7749153-1"
      },
      "id" : "https://d-nb.info/gnd/4234502-9",
      "gndIdentifier" : "4234502-9"
    }, {
      "type" : [ "SubjectHeading" ],
      "label" : "Kundenmanagement",
      "source" : {
        "label" : "Gemeinsame Normdatei (GND)",
        "id" : "https://d-nb.info/gnd/7749153-1"
      },
      "id" : "https://d-nb.info/gnd/4236865-0",
      "gndIdentifier" : "4236865-0",
      "altLabel" : [ "Kundenorientiertes Management", "Kundenorientierung / Management", "Customer Relationship Management", "CRM" ]
    }, {
      "type" : [ "SubjectHeading" ],
      "label" : "Verbraucherzufriedenheit",
      "source" : {
        "label" : "Gemeinsame Normdatei (GND)",
        "id" : "https://d-nb.info/gnd/7749153-1"
      },
      "id" : "https://d-nb.info/gnd/4129147-5",
      "gndIdentifier" : "4129147-5",
      "altLabel" : [ "Konsument / Zufriedenheit", "Konsumentenzufriedenheit", "Kunde / Zufriedenheit", "Kundenzufriedenheit", "Verbraucher / Zufriedenheit" ]
    }, {
      "type" : [ "SubjectHeading" ],
      "label" : "Reklamation",
      "source" : {
        "label" : "Gemeinsame Normdatei (GND)",
        "id" : "https://d-nb.info/gnd/7749153-1"
      },
      "id" : "https://d-nb.info/gnd/4834499-0",
      "gndIdentifier" : "4834499-0",
      "altLabel" : [ "Beschwerde (Reklamation)", "Verbraucherbeschwerde", "Verbraucherreklamation", "Verbraucher / Beschwerde", "Verbraucher / Reklamation", "Kundenbeschwerde", "Kundenreklamation", "Kunde / Beschwerde", "Kunde / Reklamation", "Complaint" ]
    } ]
  } ],
  "subjectslabels" : [ "Beschwerde", "Excellence", "Kunde", "Kundenbegeisterung", "Kundenzufriedenheit", "Management", "Servicepolitik", "Kundenmanagement", "Verbraucherzufriedenheit", "Reklamation" ],
  "hasItem" : [ {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "QBKB 43",
    "serialNumber" : "0248621",
    "currentLibrary" : "FHMS",
    "currentLocation" : "Freihand_S",
    "heldBy" : {
      "isil" : "DE-836",
      "id" : "http://lobid.org/organisations/DE-836#!",
      "label" : "FH Münster, Hochschulbibliothek"
    },
    "seeAlso" : [ "https://fhb-muenster.digibib.net/search/katalog/record/(DE-605)HT018903139" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-836#!",
      "label" : "FH Münster, Hochschulbibliothek",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-836:2331070590006485#!"
  }, {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "QBK 625",
    "inventoryNumber" : "201609-328",
    "serialNumber" : "91035803",
    "currentLibrary" : "EFS",
    "currentLocation" : "EFS_Haupt",
    "heldBy" : {
      "isil" : "DE-Dm13",
      "id" : "http://lobid.org/organisations/DE-Dm13#!",
      "label" : "Fachhochschule Dortmund, Hochschulbibliothek"
    },
    "seeAlso" : [ "https://hbz-fdo.primo.exlibrisgroup.com/permalink/49HBZ_FDO/k375rg/alma990210741190206441" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-Dm13#!",
      "label" : "Fachhochschule Dortmund, Hochschulbibliothek",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-Dm13:2345936890006451#!"
  }, {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "QBK49422",
    "inventoryNumber" : "16-2490",
    "serialNumber" : "DE00410057",
    "currentLibrary" : "E0001",
    "currentLocation" : "E21",
    "heldBy" : {
      "isil" : "DE-465",
      "id" : "http://lobid.org/organisations/DE-465#!",
      "label" : "Universitätsbibliothek Duisburg-Essen"
    },
    "seeAlso" : [ "https://primo.uni-due.de/discovery/search?query=any,contains,990210741190206441&tab=Everything&search_scope=MyInst_and_CI_custom&vid=49HBZ_UDE:UDE&offset=0" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-465#!",
      "label" : "Universitätsbibliothek Duisburg-Essen",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-465:23387218950006446#!"
  }, {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "pfl/e5960",
    "inventoryNumber" : "P2016/546",
    "serialNumber" : "136690401",
    "currentLibrary" : "X0001",
    "currentLocation" : "00",
    "heldBy" : {
      "isil" : "DE-61",
      "id" : "http://lobid.org/organisations/DE-61#!",
      "label" : "Universitäts- und Landesbibliothek Düsseldorf"
    },
    "seeAlso" : [ "https://katalog.ulb.hhu.de/Search/Results?lookfor=id_marc_001_txt:990210741190206441" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-61#!",
      "label" : "Universitäts- und Landesbibliothek Düsseldorf",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-61:23309693150006443#!"
  }, {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "43A5897",
    "serialNumber" : "43A5897",
    "currentLibrary" : "38",
    "currentLocation" : "38-SAB",
    "heldBy" : {
      "isil" : "DE-38",
      "id" : "http://lobid.org/organisations/DE-38#!",
      "label" : "Universitäts- und Stadtbibliothek Köln, Hauptabteilung"
    },
    "seeAlso" : [ "https://katalog.ub.uni-koeln.de/portal/search.html?num=20&page=1&l=de&srt=year_desc&tab=books&hbzid=990210741190206441&fdb=uni" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-38#!",
      "label" : "Universitäts- und Stadtbibliothek Köln, Hauptabteilung",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-38:23267510140006476#!"
  }, {
    "label" : "lobid Bestandsressource",
    "type" : [ "Item", "PhysicalObject" ],
    "callNumber" : "QBK1811",
    "serialNumber" : "40054379",
    "currentLibrary" : "BOH",
    "currentLocation" : "21",
    "heldBy" : {
      "isil" : "DE-1010",
      "id" : "http://lobid.org/organisations/DE-1010#!",
      "label" : "Westfälische Hochschule Gelsenkirchen Bocholt Recklinghausen, Hochschulbibliothek"
    },
    "seeAlso" : [ "https://w-hs.digibib.net/search/katalog/record/(DE-605)HT018903139" ],
    "inCollection" : [ {
      "id" : "http://lobid.org/organisations/DE-1010#!",
      "label" : "Westfälische Hochschule Gelsenkirchen Bocholt Recklinghausen, Hochschulbibliothek",
      "type" : [ "Collection" ]
    } ],
    "id" : "http://lobid.org/items/990210741190206441:DE-1010:2314824870006456#!"
  } ],
  "sameAs" : [ {
    "id" : "https://hub.culturegraph.org/resource/(DE-605)990210741190206441",
    "label" : "Culturegraph-Ressource"
  }, {
    "id" : "http://worldcat.org/oclc/946544875",
    "label" : "OCLC-Ressource"
  }, {
    "id" : "http://nwbib.de/990210741190206441#!",
    "label" : "NWBib-Ressource"
  } ],
  "tableOfContents" : [ {
    "label" : "Inhaltsverzeichnis",
    "id" : "https://digitale-objekte.hbz-nrw.de/storage2/2016/03/05/file_37/6663779.pdf"
  } ],
  "inCollection" : [ {
    "id" : "https://nrw.digibib.net/search/hbzvk/",
    "label" : "DigiBib hbz Verbundkatalog",
    "type" : [ "Collection" ]
  }, {
    "id" : "http://lobid.org/organisations/DE-655#!",
    "label" : "hbz - Hochschulbibliothekszentrum des Landes Nordrhein-Westfalen, Netzwerkzone",
    "type" : [ "Collection" ]
  }, {
    "id" : "http://lobid.org/resources/HT014176012#!",
    "label" : "Nordrhein-Westfälische Bibliographie (NWBib)",
    "type" : [ "Collection" ]
  } ],
  "language" : [ {
    "id" : "http://id.loc.gov/vocabulary/iso639-2/ger",
    "label" : "Deutsch"
  } ],
  "extent" : "263 S. : Ill., graph. Darst. ; 23 cm x 16 cm, 560 g",
  "bibliographicLevel" : {
    "label" : "Monograph/Item",
    "id" : "https://www.loc.gov/marc/bibliographic/bdleader.html#Monograph_Item"
  },
  "responsibilityStatement" : [ "mit Beitr. von Torsten Bahke ... Hrsg. von Matthias Gouthier ..." ],
  "contribution" : [ {
    "agent" : {
      "gndIdentifier" : "1020814845",
      "id" : "https://d-nb.info/gnd/1020814845",
      "label" : "Gouthier, Matthias",
      "type" : [ "Person" ],
      "altLabel" : [ "Gouthier, Matthias H. J." ],
      "sameAs" : [ "https://orcid.org/0009-0000-7650-0085" ]
    },
    "role" : {
      "id" : "http://id.loc.gov/vocabulary/relators/edt",
      "label" : "Herausgeber/in"
    },
    "type" : [ "Contribution" ]
  }, {
    "agent" : {
      "label" : "Bahke, Torsten",
      "type" : [ "Person" ]
    },
    "role" : {
      "id" : "http://id.loc.gov/vocabulary/relators/oth",
      "label" : "Sonstige"
    },
    "type" : [ "Contribution" ]
  } ]
}