TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona
TI  - Service management: operations, strategy, information technology 
SN  - 9780077228491 :
PY  - 2008///
CY  - Boston
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -