TY  - BOOK
AU  - Gronroos,Christian
TI  - Service management and marketing: managing the moments of truth in service competition
SN  - 0669200352
U1  - 658.8 
PY  - 1990///
CY  - Lexington, Massachusetts
PB  - D.C. Heath
KW  - Service industries
KW  - Marketing
KW  - Customer service
N1  - Includes bibliographical references and index
ER  -