TY  - BOOK
AU  - James A. Fitzsimmons, Mona J. Fitzsimmons.
TI  - Service management: operations, strategy, and information technology 
SN  - 71181156
U1  - 658  F562 
PY  - 2001///
CY  - New York
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and indexes
ER  -