James A. Fitzsimmons, Mona J. Fitzsimmons. <br/><br/>
Service management :  operations, strategy, and information technology / 
James A. Fitzsimmons, Mona J. Fitzsimmons. 
 - 2000 
 - New York :  McGraw-Hill,  2001. 
 - xxvi, 646 p. 
<br/><br/>Includes bibliographical references and indexes. 
<br/><br/><label>ISBN: </label>71181156 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries --Management.
<br/><br/><label>Dewey Class. No.: </label>658  F562