Service management and marketing : managing the moments of truth in service competition /

Gronroos, Christian, 1947-

Service management and marketing : managing the moments of truth in service competition / Christian Gronroos - San Francisco : Lexington Books, 1990 - xxii,298p : ill, figs, tabs - Issues in organisation and management series. .

Bibliography: p[277]-291. - Includes index.

0669200352 9780669200355 (alk. paper)


Service industries--Marketing
Customer services
Sales & marketing management