TY  - GEN
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons, Mona J.
TI  - Service management: operations, strategy and information technology
SN  - 0072982306
U1  - 658 
PY  - 2005///
CY  - Boston
PB  - McGraw-Hill
KW  - MANAGEMENT
ER  -