Grönroos, Christian, 1947- Service management and marketing : a customer relationship management approach / Christian Grönroos. - 2nd ed. - Chichester ; New York : Wiley, c2000. - x, 394 p. : ill ; 25 cm. Includes bibliographical references and index. ISBN: 0471720348 (alk. paper) LCCN: 00032093 Subjects--Topical Terms: Service industries--Marketing.Customer services. LC Class. No.: HD9980.5 / .G776 2000 Dewey Class. No.: 658.8