Service management and marketing : a customer relationship management approach /
Grönroos, Christian, 1947-
Service management and marketing : a customer relationship management approach / - 2nd ed. - New York : Wiley, 2000. - x,386p, : ill. ; 25 cm.
Includes bibliographical references and index.
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.
0471720348 9780471720348: £24.95 9780471720348
Service industries--Marketing.
Customer services.
658.8 / GRO
Service management and marketing : a customer relationship management approach / - 2nd ed. - New York : Wiley, 2000. - x,386p, : ill. ; 25 cm.
Includes bibliographical references and index.
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.
0471720348 9780471720348: £24.95 9780471720348
Service industries--Marketing.
Customer services.
658.8 / GRO