TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0071181156
PY  - 2001///
CY  - New York
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -