TY  - BOOK
AU  - Fitzsimmons,James A
AU  - Fitzsimmons,Mona J
TI  - Service management: Opertions, strategy, and information technology 
SN  - 0070217602
U1  - 658 
PY  - 1998///
CY  - Boston
PB  - McGraw-Hill
KW  - Service industries, Management
ER  -