TY  - GEN
AU  - Gronroos, Christian
TI  - Service management and marketing: a customer relationship management approach
SN  - 9812531432
U1  - 658.8 
PY  - 2000///
CY  - New York
PB  - John Wiley & sons
KW  - Management
KW  - Custom service
KW  - Service industries
KW  - Marketing management
ER  -