TY  - BOOK
AU  - James A.Fitzsimmons
AU  - Mona J.Fitzsimmons
TI  - Service management: operations, strategy, information technology
SN  - 9780071263467
U1  - 658.22 
PY  - 2008///
CY  - Boston
PB  - The Macgraw-Hill Companies,Inc.
KW  - Service industries - Management
KW  - Customer services - Management
ER  -