TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0072823739 
U1  - 658 FIT 
PY  - 2004///
CY  - Boston, Mass.
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and indexes
ER  -