@book{60452,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw-Hill,},
	year = {c2011},
	series = {The McGraw-Hill/Irwin series operations and decision sciences},
	address = {New York :},
	edition = {7th ed.}
}