TY  - BOOK
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons, Mona J.
AU  - Bordoloi, Sanjeev 
TI  - Service management: operations, strategy, information technology
SN  - 9781259010651
AV  - HD9980 .5.F549 FIT
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
N1  - includes appendix, subject index
ER  -