@book{141298,
	author = {Grönroos, Christian.},
	title = {Service management and marketing :},
	publisher = {Lexington Books,},
	year = {c1990.},
	address = {Lexington, Mass. :},
	url = {http://www.loc.gov/catdir/enhancements/fy0607/89029201-b.html}
}