TY  - BOOK
AU  - Gronroos, Christian
TI  - Service Management and Marketing:A Customer Relationship Management Approach
U1  - 658.8 
PY  - 2001///
CY  - Singapore
PB  - John Wiley & Sons, Inc
KW  - MBA Library
KW  - Customer services
KW  - Service industriesMarketingManagement
ER  -