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