TY  - BOOK
AU  - Grönroos,Christian
TI  - Service management and marketing: customer management in service competition 
SN  - 9780470028629
U1  - 658.8 22
PY  - 2007///
CY  - Chichester, England, Hoboken, NJ
PB  - John Wiley & Sons
KW  - Customer services
KW  - Service industries
KW  - Marketing
KW  - Dịch vụ khách hàng
KW  - Quản lý dịch vụ
KW  - Tiếp thị
ER  -