TY  - BOOK
AU  - Gronroos,Christian
TI  - Service management and marketing: A customer relationship management approach
SN  - 0471720348
PY  - 2000///
CY  - Chichester
PB  - John Wiley and sons
KW  - Service industries
KW  - Marketing
KW  - Customer services
KW  - sears
N1  - Includes  Index
ER  -