Erfolgreiche Kommunikation mit Kunden in der Bibliothek /:
This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as th...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | German |
| Veröffentlicht: |
Berlin ; Boston :
De Gruyter Saur,
[2012]
|
| Schriftenreihe: | Praxiswissen (Berlin, Germany)
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as the basis for the analysis of a problem situation. Extensive exercises are provided for independent study. Helpful tips, templates for drafting documents, and interview guidelines make this a uniquely practical guide to everyday library communication. |
| Beschreibung: | 1 online resource. |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9783110269550 3110269554 1283628031 9781283628037 |
| ISSN: | 2193-0198 |
Internformat
MARC
| LEADER | 00000cam a2200000 a 4500 | ||
|---|---|---|---|
| 001 | ZDB-4-EBA-ocn815276609 | ||
| 003 | OCoLC | ||
| 005 | 20241004212047.0 | ||
| 006 | m o d | ||
| 007 | cr cnu---unuuu | ||
| 008 | 121029s2012 gw ob 001 0 ger d | ||
| 040 | |a N$T |b eng |e pn |c N$T |d IDEBK |d OCLCQ |d E7B |d EBLCP |d OCLCF |d DEBSZ |d OCLCQ |d DEBBG |d TJC |d OCLCA |d YDXCP |d OCLCQ |d DEGRU |d OCLCQ |d U9X |d OCLCQ |d QGK |d OCLCQ |d OCLCO |d OCLCQ |d OCLCO |d OCLCL | ||
| 019 | |a 812574237 |a 817816778 |a 903204449 | ||
| 020 | |a 9783110269550 |q (electronic bk.) | ||
| 020 | |a 3110269554 |q (electronic bk.) | ||
| 020 | |a 1283628031 | ||
| 020 | |a 9781283628037 | ||
| 020 | |z 9783110268973 | ||
| 020 | |z 3110268973 | ||
| 035 | |a (OCoLC)815276609 |z (OCoLC)812574237 |z (OCoLC)817816778 |z (OCoLC)903204449 | ||
| 050 | 4 | |a Z711 |b .B86 2012eb | |
| 072 | 7 | |a Z |2 lcco | |
| 072 | 7 | |a LAN |x 025000 |2 bisacsh | |
| 082 | 7 | |a 025.5 |2 23 | |
| 084 | |a AN 76400 |2 rvk | ||
| 049 | |a MAIN | ||
| 100 | 1 | |a Brockerhoff, Christiane. | |
| 245 | 1 | 0 | |a Erfolgreiche Kommunikation mit Kunden in der Bibliothek / |c Christiane Brockerhoff. |
| 260 | |a Berlin ; |a Boston : |b De Gruyter Saur, |c [2012] | ||
| 300 | |a 1 online resource. | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Praxiswissen, |x 2193-0198 | |
| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Print version record. | |
| 520 | |a This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as the basis for the analysis of a problem situation. Extensive exercises are provided for independent study. Helpful tips, templates for drafting documents, and interview guidelines make this a uniquely practical guide to everyday library communication. | ||
| 505 | 0 | |t Frontmatter -- |t Inhalt -- |t 1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? -- |t 2 Der erste Eindruck - Das Anmeldegespräch -- |t 3 Professionellberaten - Das Auskunftsgespräch -- |t 4 Schulungen und Führungen entwickeln -- |t 5 Schwierige Situationen mit Kunden bewältigen -- |t 6 Beschwerdemanagement in Bibliotheken -- |t 7 Kundenorientierung in der Bibliothek -- |t 8 Sicher und gewandt auftreten -- |t Literatur und Internet-Links -- |t Sachregister -- |t Über die Autorin | |
| 650 | 0 | |a Public services (Libraries) |0 http://id.loc.gov/authorities/subjects/sh85076635 | |
| 650 | 6 | |a Bibliothèques |x Services aux usagers. | |
| 650 | 7 | |a LANGUAGE ARTS & DISCIPLINES |x Library & Information Science |x General. |2 bisacsh | |
| 650 | 7 | |a Public services (Libraries) |2 fast | |
| 758 | |i has work: |a Erfolgreiche Kommunikation mit Kunden in der Bibliothek (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGr3YGh9Yh7qV6Qyyjj8cq |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Brockerhoff, Christiane. |t Erfolgreiche Kommunikation mit Kunden in der Bibliothek. |d Berlin ; Boston : De Gruyter Saur, [2012] |z 9783110268973 |w (DLC) 2012027428 |w (OCoLC)793573651 |
| 830 | 0 | |a Praxiswissen (Berlin, Germany) |0 http://id.loc.gov/authorities/names/no2015048683 | |
| 856 | 4 | 0 | |l FWS01 |p ZDB-4-EBA |q FWS_PDA_EBA |u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=494155 |3 Volltext |
| 938 | |a De Gruyter |b DEGR |n 9783110269550 | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL893616 | ||
| 938 | |a ebrary |b EBRY |n ebr10606534 | ||
| 938 | |a EBSCOhost |b EBSC |n 494155 | ||
| 938 | |a ProQuest MyiLibrary Digital eBook Collection |b IDEB |n 394048 | ||
| 938 | |a YBP Library Services |b YANK |n 9753337 | ||
| 994 | |a 92 |b GEBAY | ||
| 912 | |a ZDB-4-EBA | ||
| 049 | |a DE-863 | ||
Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBA-ocn815276609 |
|---|---|
| _version_ | 1816882211761160192 |
| adam_text | |
| any_adam_object | |
| author | Brockerhoff, Christiane |
| author_facet | Brockerhoff, Christiane |
| author_role | |
| author_sort | Brockerhoff, Christiane |
| author_variant | c b cb |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | Z - Library Science |
| callnumber-label | Z711 |
| callnumber-raw | Z711 .B86 2012eb |
| callnumber-search | Z711 .B86 2012eb |
| callnumber-sort | Z 3711 B86 42012EB |
| callnumber-subject | Z - Books and Writing |
| classification_rvk | AN 76400 |
| collection | ZDB-4-EBA |
| contents | Frontmatter -- Inhalt -- 1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? -- 2 Der erste Eindruck - Das Anmeldegespräch -- 3 Professionellberaten - Das Auskunftsgespräch -- 4 Schulungen und Führungen entwickeln -- 5 Schwierige Situationen mit Kunden bewältigen -- 6 Beschwerdemanagement in Bibliotheken -- 7 Kundenorientierung in der Bibliothek -- 8 Sicher und gewandt auftreten -- Literatur und Internet-Links -- Sachregister -- Über die Autorin |
| ctrlnum | (OCoLC)815276609 |
| dewey-full | 025.5 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 025 - Operations of libraries and archives |
| dewey-raw | 025.5 |
| dewey-search | 025.5 |
| dewey-sort | 225.5 |
| dewey-tens | 020 - Library and information sciences |
| discipline | Allgemeines |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03703cam a2200601 a 4500</leader><controlfield tag="001">ZDB-4-EBA-ocn815276609</controlfield><controlfield tag="003">OCoLC</controlfield><controlfield tag="005">20241004212047.0</controlfield><controlfield tag="006">m o d </controlfield><controlfield tag="007">cr cnu---unuuu</controlfield><controlfield tag="008">121029s2012 gw ob 001 0 ger d</controlfield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">N$T</subfield><subfield code="b">eng</subfield><subfield code="e">pn</subfield><subfield code="c">N$T</subfield><subfield code="d">IDEBK</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">E7B</subfield><subfield code="d">EBLCP</subfield><subfield code="d">OCLCF</subfield><subfield code="d">DEBSZ</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">DEBBG</subfield><subfield code="d">TJC</subfield><subfield code="d">OCLCA</subfield><subfield code="d">YDXCP</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">DEGRU</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">U9X</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">QGK</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">OCLCO</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">OCLCO</subfield><subfield code="d">OCLCL</subfield></datafield><datafield tag="019" ind1=" " ind2=" "><subfield code="a">812574237</subfield><subfield code="a">817816778</subfield><subfield code="a">903204449</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9783110269550</subfield><subfield code="q">(electronic bk.)</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">3110269554</subfield><subfield code="q">(electronic bk.)</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1283628031</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781283628037</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">9783110268973</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">3110268973</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)815276609</subfield><subfield code="z">(OCoLC)812574237</subfield><subfield code="z">(OCoLC)817816778</subfield><subfield code="z">(OCoLC)903204449</subfield></datafield><datafield tag="050" ind1=" " ind2="4"><subfield code="a">Z711</subfield><subfield code="b">.B86 2012eb</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">Z</subfield><subfield code="2">lcco</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">LAN</subfield><subfield code="x">025000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="082" ind1="7" ind2=" "><subfield code="a">025.5</subfield><subfield code="2">23</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">AN 76400</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">MAIN</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Brockerhoff, Christiane.</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Erfolgreiche Kommunikation mit Kunden in der Bibliothek /</subfield><subfield code="c">Christiane Brockerhoff.</subfield></datafield><datafield tag="260" ind1=" " ind2=" "><subfield code="a">Berlin ;</subfield><subfield code="a">Boston :</subfield><subfield code="b">De Gruyter Saur,</subfield><subfield code="c">[2012]</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 online resource.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">text</subfield><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">computer</subfield><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">online resource</subfield><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="1" ind2=" "><subfield code="a">Praxiswissen,</subfield><subfield code="x">2193-0198</subfield></datafield><datafield tag="504" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index.</subfield></datafield><datafield tag="588" ind1="0" ind2=" "><subfield code="a">Print version record.</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as the basis for the analysis of a problem situation. Extensive exercises are provided for independent study. Helpful tips, templates for drafting documents, and interview guidelines make this a uniquely practical guide to everyday library communication.</subfield></datafield><datafield tag="505" ind1="0" ind2=" "><subfield code="t">Frontmatter --</subfield><subfield code="t">Inhalt --</subfield><subfield code="t">1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? --</subfield><subfield code="t">2 Der erste Eindruck - Das Anmeldegespräch --</subfield><subfield code="t">3 Professionellberaten - Das Auskunftsgespräch --</subfield><subfield code="t">4 Schulungen und Führungen entwickeln --</subfield><subfield code="t">5 Schwierige Situationen mit Kunden bewältigen --</subfield><subfield code="t">6 Beschwerdemanagement in Bibliotheken --</subfield><subfield code="t">7 Kundenorientierung in der Bibliothek --</subfield><subfield code="t">8 Sicher und gewandt auftreten --</subfield><subfield code="t">Literatur und Internet-Links --</subfield><subfield code="t">Sachregister --</subfield><subfield code="t">Über die Autorin</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Public services (Libraries)</subfield><subfield code="0">http://id.loc.gov/authorities/subjects/sh85076635</subfield></datafield><datafield tag="650" ind1=" " ind2="6"><subfield code="a">Bibliothèques</subfield><subfield code="x">Services aux usagers.</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">LANGUAGE ARTS & DISCIPLINES</subfield><subfield code="x">Library & Information Science</subfield><subfield code="x">General.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Public services (Libraries)</subfield><subfield code="2">fast</subfield></datafield><datafield tag="758" ind1=" " ind2=" "><subfield code="i">has work:</subfield><subfield code="a">Erfolgreiche Kommunikation mit Kunden in der Bibliothek (Text)</subfield><subfield code="1">https://id.oclc.org/worldcat/entity/E39PCGr3YGh9Yh7qV6Qyyjj8cq</subfield><subfield code="4">https://id.oclc.org/worldcat/ontology/hasWork</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Print version:</subfield><subfield code="a">Brockerhoff, Christiane.</subfield><subfield code="t">Erfolgreiche Kommunikation mit Kunden in der Bibliothek.</subfield><subfield code="d">Berlin ; Boston : De Gruyter Saur, [2012]</subfield><subfield code="z">9783110268973</subfield><subfield code="w">(DLC) 2012027428</subfield><subfield code="w">(OCoLC)793573651</subfield></datafield><datafield tag="830" ind1=" " ind2="0"><subfield code="a">Praxiswissen (Berlin, Germany)</subfield><subfield code="0">http://id.loc.gov/authorities/names/no2015048683</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="l">FWS01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FWS_PDA_EBA</subfield><subfield code="u">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=494155</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">De Gruyter</subfield><subfield code="b">DEGR</subfield><subfield code="n">9783110269550</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ProQuest Ebook Central</subfield><subfield code="b">EBLB</subfield><subfield code="n">EBL893616</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ebrary</subfield><subfield code="b">EBRY</subfield><subfield code="n">ebr10606534</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">EBSCOhost</subfield><subfield code="b">EBSC</subfield><subfield code="n">494155</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ProQuest MyiLibrary Digital eBook Collection</subfield><subfield code="b">IDEB</subfield><subfield code="n">394048</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">YBP Library Services</subfield><subfield code="b">YANK</subfield><subfield code="n">9753337</subfield></datafield><datafield tag="994" ind1=" " ind2=" "><subfield code="a">92</subfield><subfield code="b">GEBAY</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-863</subfield></datafield></record></collection> |
| id | ZDB-4-EBA-ocn815276609 |
| illustrated | Not Illustrated |
| indexdate | 2024-11-27T13:25:00Z |
| institution | BVB |
| isbn | 9783110269550 3110269554 1283628031 9781283628037 |
| issn | 2193-0198 |
| language | German |
| oclc_num | 815276609 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource. |
| psigel | ZDB-4-EBA |
| publishDate | 2012 |
| publishDateSearch | 2012 |
| publishDateSort | 2012 |
| publisher | De Gruyter Saur, |
| record_format | marc |
| series | Praxiswissen (Berlin, Germany) |
| series2 | Praxiswissen, |
| spelling | Brockerhoff, Christiane. Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Christiane Brockerhoff. Berlin ; Boston : De Gruyter Saur, [2012] 1 online resource. text txt rdacontent computer c rdamedia online resource cr rdacarrier Praxiswissen, 2193-0198 Includes bibliographical references and index. Print version record. This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as the basis for the analysis of a problem situation. Extensive exercises are provided for independent study. Helpful tips, templates for drafting documents, and interview guidelines make this a uniquely practical guide to everyday library communication. Frontmatter -- Inhalt -- 1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? -- 2 Der erste Eindruck - Das Anmeldegespräch -- 3 Professionellberaten - Das Auskunftsgespräch -- 4 Schulungen und Führungen entwickeln -- 5 Schwierige Situationen mit Kunden bewältigen -- 6 Beschwerdemanagement in Bibliotheken -- 7 Kundenorientierung in der Bibliothek -- 8 Sicher und gewandt auftreten -- Literatur und Internet-Links -- Sachregister -- Über die Autorin Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Bibliothèques Services aux usagers. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) fast has work: Erfolgreiche Kommunikation mit Kunden in der Bibliothek (Text) https://id.oclc.org/worldcat/entity/E39PCGr3YGh9Yh7qV6Qyyjj8cq https://id.oclc.org/worldcat/ontology/hasWork Print version: Brockerhoff, Christiane. Erfolgreiche Kommunikation mit Kunden in der Bibliothek. Berlin ; Boston : De Gruyter Saur, [2012] 9783110268973 (DLC) 2012027428 (OCoLC)793573651 Praxiswissen (Berlin, Germany) http://id.loc.gov/authorities/names/no2015048683 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=494155 Volltext |
| spellingShingle | Brockerhoff, Christiane Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Praxiswissen (Berlin, Germany) Frontmatter -- Inhalt -- 1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? -- 2 Der erste Eindruck - Das Anmeldegespräch -- 3 Professionellberaten - Das Auskunftsgespräch -- 4 Schulungen und Führungen entwickeln -- 5 Schwierige Situationen mit Kunden bewältigen -- 6 Beschwerdemanagement in Bibliotheken -- 7 Kundenorientierung in der Bibliothek -- 8 Sicher und gewandt auftreten -- Literatur und Internet-Links -- Sachregister -- Über die Autorin Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Bibliothèques Services aux usagers. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85076635 |
| title | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / |
| title_alt | Frontmatter -- Inhalt -- 1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? -- 2 Der erste Eindruck - Das Anmeldegespräch -- 3 Professionellberaten - Das Auskunftsgespräch -- 4 Schulungen und Führungen entwickeln -- 5 Schwierige Situationen mit Kunden bewältigen -- 6 Beschwerdemanagement in Bibliotheken -- 7 Kundenorientierung in der Bibliothek -- 8 Sicher und gewandt auftreten -- Literatur und Internet-Links -- Sachregister -- Über die Autorin |
| title_auth | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / |
| title_exact_search | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / |
| title_full | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Christiane Brockerhoff. |
| title_fullStr | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Christiane Brockerhoff. |
| title_full_unstemmed | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Christiane Brockerhoff. |
| title_short | Erfolgreiche Kommunikation mit Kunden in der Bibliothek / |
| title_sort | erfolgreiche kommunikation mit kunden in der bibliothek |
| topic | Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Bibliothèques Services aux usagers. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) fast |
| topic_facet | Public services (Libraries) Bibliothèques Services aux usagers. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=494155 |
| work_keys_str_mv | AT brockerhoffchristiane erfolgreichekommunikationmitkundeninderbibliothek |