Service management and marketing : customer management in service competition /
Grönroos, Christian, 1947-
Service management and marketing : customer management in service competition / - 3rd ed. - Chichester : John Wiley, 2006. - x, 483 p. ; 26 cm.
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.
0470028629 (pbk.) 9780470028629: £32.99 9780470028629 (pbk.)
Service industries--Marketing.
Customer services.
658.8 / GRO
Service management and marketing : customer management in service competition / - 3rd ed. - Chichester : John Wiley, 2006. - x, 483 p. ; 26 cm.
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.
0470028629 (pbk.) 9780470028629: £32.99 9780470028629 (pbk.)
Service industries--Marketing.
Customer services.
658.8 / GRO