TY  - BOOK
AU  - Gronroos,Christian
TI  - Services management and marketing : a customer relationship management approach
SN  - 0471720348 :
U1  - 658.8 
PY  - 2000///
CY  - Chichester
PB  - John Wiley
KW  - Service marketing
KW  - Service management; Service industries - Marketing; Customer services; Quality management
N2  - Business
ER  -