%0 Book %A Grönroos, Christian, 1947- %I J. Wiley & Sons %D 2007 %C Chichester, England %G English %@ 0470028629 (pbk. : alk. paper) %@ 9780470028629 (pbk. : alk. paper) %T Service management and marketing : customer management in service competition %U http://www.loc.gov/catdir/toc/ecip071/2006030743.html %U http://www.loc.gov/catdir/enhancements/fy0826/2006030743-d.html %U http://www.loc.gov/catdir/enhancements/fy0826/2006030743-b.html %7 3rd ed.