TY  - BOOK
AU  - Grönroos,Christian
TI  - Service management and marketing: a customer relationship management approach 
SN  - 0471720348 (pbk.)
AV  - HD9980.5 .G76 2000
U1  - 658.8 21
PY  - 2000///
CY  - Chichester, New York
PB  - Wiley
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
UR  - http://www.loc.gov/catdir/bios/wiley044/00032093.html
UR  - http://www.loc.gov/catdir/description/wiley037/00032093.html
UR  - http://www.loc.gov/catdir/toc/onix05/00032093.html
ER  -