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Title: Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition by Christian Grönroos, Christian Gronroos ISBN: 0471720348 Publisher: John Wiley & Sons Pub. Date: 06 September, 2000 Format: Paperback Volumes: 1 List Price(USD): $50.00

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Average Customer Rating: 5

Rating: 5
Summary: Academicly solid as well as practical!
Comment: Surprised that there is no other review on this book. I bought it when the 2nd edtion was just in out while doing a masters degree in business administration. It helped me to do an assignment on market focussed management. It goes much further than many standard "hype type" of textbooks on CRM. It makes customer focus operational but still bases it on solid acadamic knowledge.

No doubt that this book will be of value just as long as the first edition!

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