TY  - BOOK
AU  - Gronroos, Christian
TI  - Service management and marketing: managing the moments of truth in service competition
SN  - 9788126512874
U1  - 658.8 
PY  - 2012///
CY  - New Delhi
PB  - Willy India
KW  - Service industries
KW  - Marketing
KW  - Customer services
N2  - 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
ER  -