TY  - BOOK
AU  - Gronroos, Christian
TI  - Service management and marketing: a customer relationship management application
SN  - 9812531432
U1  - 658.8 GRO 
PY  - 2000///
CY  - New Delhi
PB  - John Wiley and Sons
KW  - Management
N1  - Includes Index
ER  -