Gronroos, Christian. <br/><br/>
Service management and marketing :  A customer relationship management approach. 

 - 2nd. 
 - Chichester :  John Wiley and sons,  2000. 
 - x, 394p. :  ill. 
<br/><br/> Includes  Index. 
<br/><br/><label>ISBN: </label>0471720348 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Customer services.<br/>Service industries--Marketing.<br/>Customer services.