TY  - BOOK
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy and information technology 
SN  - 0071244409
AV  - HD 9980.5 F57S 2006
PY  - 2006///
CY  - Boston
PB  - McGraw-Hill
KW  - SERVICE INDUSTRIES
KW  - MANAGEMENT
N1  - Includes appendix and index; Part I : Understanding services; Part II : Designing the service enterprise; Part III : Managing service operations
ER  -