TY  - BOOK
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons, Mona J. 
TI  - Service management: operations, strategy, and information technology
SN  - 9780073403359
AV  - HD 9980.5 .F549 2011 
PY  - 2014///
CY  - New York  : 
PB  - Mc Graw Hill Irwin
KW  - Service industries
KW  - management
N1  - Includes bibliography index
ER  -