Grönroos, Christian,  1947- <br/><br/>
Service management and marketing :  customer management in service competition / 
Christian Grönroos. 
 - 3rd ed. 
 - Chichester, England ;  Hoboken, NJ :  John Wiley & Sons,  c2007 
 - x, 483 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>9780470028629 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Service industries--Marketing.
<br/><br/><label>Subjects--Index Terms: </label>Dịch vụ khách hàng Quản lý dịch vụ Tiếp thị 
<br/><br/><label>Dewey Class. No.: </label>658.8