TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 007118115-D
U1  - CD705 
PY  - 2001///
CY  - New York
PB  - McGraw-Hill
KW  - CD ; Service industries
KW  - Management
N1  - Accompanying Material Of Service Management
ER  -