TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, information technology 
SN  - 9780071263467
AV  - Sixth edition. 
U1  - 658 
PY  - 0000///28 cm
CY  - New York
PB  - McGraw Hill
KW  - Service management
N1  - Includes indexes
ER  -