TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service Management: Operations, Strategy, Information Technology 
T2  - The McGraw-Hill/Irwin series operations and decision sciences
SN  - 9780073403359 (alk. paper)
U1  - 658 22
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
ER  -