TY  - BOOK
AU  - Fitzsimmons A. James 
AU  - Fitzsimmons J. Mona and Bordoloi  K. Sanjeev
TI  - Service Management: Operations, Strategy, Information Technology 
SN  - 9781259010651
U1  - 658.5 
PY  - 2014///
CY  - Singapore 
PB  - McGraw-Hill Irwin 
ER  -