TY  - BOOK
AU  - Grönroos,Christian
TI  - Service management and marketing: a customer relationship management approach 
SN  - 0471720348 (alk. paper)
AV  - HD 9980.5 .G776 2000
U1  - 658.8 21
PY  - 2000///
CY  - Chichester
PB  - Wiley
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -