Gr诮roos, Christian,  1947- <br/><br/>
Service management and marketing :  customer management in service competition / 
Christian Gronroos 
 - 3rd ed. 
 - Chichester, West Sussex, England :  John Wiley & Sons,  2007 
 - x, 483 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0470028629 (pbk.)  RM227.96 9780470028629 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing<br/>Customer services