Service management and marketing
Subtitle: a customer relationship management approach
By: Christian Grönroos
Edition: 2nd ed
Publisher: Wiley
Published: 2000
Place of publication: Chichester; New York
Language: eng
Number of pages: 394
Subjects: Service industries -- Marketing; Customer services
Description: In examining the new rules of service competition, the author discusses what important issues constitute the three levels of internal marketing, the four basic strategy options, and the five rules of service.
Notes: Includes bibliographical references and index