TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management : : operations, strategy, and information technology / 
U1  - 658 
PY  - 2004///
CY  - New York
PB  - McGraw-Hill, 
KW  - Business management
KW  - Service industries
KW  - Management
KW  - Information technology
N1  - Includes bibliographical references and index
ER  -