@book{Hollins:2006,
  author = {Hollins, Bill and Shinkins, Sadie},
  interhash = {52b7c2c145d4336c306b08082b0ce6c8},
  intrahash = {35d23deecbfe614bd4b578800792514f},
  isbn = {1-4129-2953-9},
  opac = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=181935082},
  publisher = {Sage Publ. London [u.a.]},
  title = {Managing service operations},
  url = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=181935082},
  year = 2006
}

@book{Stauss:2007,
  author = {Stauss, Bernd and Seidel, Wolfgang},
  interhash = {974f10ecc8be656b4213c8ec5a8af3f7},
  intrahash = {2c626c0b267c5e0d2491f343fee7f947},
  isbn = {3-446-40593-3},
  opac = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=135942519},
  publisher = {Hanser München},
  title = {Beschwerdemanagement},
  url = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=135942519},
  year = 2007
}

@book{Zeithaml:2009,
  author = {Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.},
  interhash = {4cdcaf3a8686c48cf8cd6b441c84e315},
  intrahash = {2e9adfd39fddd1d5378cfce4916427f0},
  isbn = {978-0-07-126393-1},
  opac = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=207329109},
  publisher = {McGraw-Hill Boston [u.a.]},
  title = {Services marketing},
  url = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=207329109},
  year = 2009
}

@book{Memo334920,
  author = {Hübner, Sabine},
  booktitle = { 30 Minuten Service ist das Zauberwort des Erfolgs },
  coverage = {80 S.},
  edition = { [Online-Ausg.] },
  interhash = {32bbdb2f9260c2b18e477e184c849996},
  intrahash = {5a21d71e7d1f698ffa4825149d628191},
  isbn = {978-3-89749-718-4},
  note = { Sabine Hübner },
  publisher = { GABAL },
  publisherplace = {Offenbach},
  title = { 30 Minuten Service ist das Zauberwort des Erfolgs },
  url = {/brokenurl# http://www.wiso-net.de/webcgi?START=A20&T_FORMAT=5&DOKM=59_GABA_0&TREFFER_NR=1&WID=36942-0930421-90420_25 },
  year = { 2007 }
}

@book{Memo71684,
  author = {Zemke, Kristin},
  booktitle = { Umwerfender Service },
  coverage = {175 S.},
  edition = { 3. Aufl. },
  interhash = {c9f63a88bc920d620c2e1309a7be5108},
  intrahash = {9a30eb9075c15f1725d55011294c0ee2},
  isbn = {3-593-35123-4},
  note = { Ron Zemke ; Kristin Anderson },
  publisher = { Campus-Verl. },
  publisherplace = {Frankfurt [u.a.]},
  title = { Umwerfender Service, die Bibel für den direkten Kundenkontakt },
  year = { 1996 }
}

@book{Memo357172,
  author = {Rastetter, Daniela},
  booktitle = { Zum Lächeln verpflichtet },
  coverage = {321 S.},
  interhash = {5e0ddfd9bc9ee001b8121e0f701d48b6},
  intrahash = {8d4b0aff212d242fd567e5f9db6cff54},
  isbn = {978-3-593-38483-2},
  note = { Daniela Rastetter },
  publisher = { Campus-Verl. },
  publisherplace = {Frankfurt/Main [u. a.]},
  title = { Zum Lächeln verpflichtet, Emotionsarbeit im Dienstleistungsbereich },
  year = { 2008 }
}

@book{Memo452727,
  author = {Schmidt, Maxie},
  booktitle = { Zufriedenheitsorientierte Steuerung des Customer Care },
  coverage = {XXVII, 402 S.},
  edition = { [Online-Ausg.] },
  interhash = {a23314d8682c22c80014a208db063e00},
  intrahash = {c62b35b2e977eb14ef096ea3112c47a8},
  isbn = {978-3-8350-0917-2},
  note = { Maxie Schmidt },
  publisher = { Dt. Univ.-Verl. },
  publisherplace = {Wiesbaden},
  title = { Zufriedenheitsorientierte Steuerung des Customer Care, Management von Customer Care Partnern mittels Zufriedenheits-Sevice Level Standards },
  url = {/brokenurl# http://dx.doi.org/10.1007/978-3-8349-9641-1 },
  year = { 2008 }
}

@book{Memo137061,
  author = {(Hrsg.), Torsten Schwarz ...},
  booktitle = { Leitfaden integrierte Kommunikation },
  coverage = {324 S.},
  editor = {Schwarz, Torsten},
  interhash = {200abfb4fa28d59398901f641af7d76f},
  intrahash = {c2bd2598bf20f3eb9e154fdb3a72d59f},
  isbn = {3-00-019271-9},
  publisher = { Absolit Dr.Schwarz Consulting },
  publisherplace = {Waghäusel},
  title = { Leitfaden integrierte Kommunikation, [wie Web 2.0 das Marketing revolutioniert ; mit 36 Fallbeispielen aus der Praxis] },
  year = { 2006 }
}

@book{Hellstern:2004,
  author = {Hellstern, Gerd-Michael and Buchenau, Gerrit},
  interhash = {05cf508bcbf458797463e91596f485a1},
  intrahash = {60c7cb1ed08fb229cfe969196fcec170},
  isbn = {3-8258-6989-X},
  opac = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=134270207},
  publisher = {Lit Münster},
  series = {Management-Wissen aktuell},
  title = {Geschäftsprozessmanagement - praxisorientiert umgesetzt!},
  url = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=134270207},
  year = 2004
}