TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsmmons,Mona J.
AU  - Bordoloi,Sanjeev
TI  - Service management: operations, stategy, information technology 
SN  - 9780077841201
PY  - 2014///
CY  - New York
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -