Fitzsimmons, James A. <br/><br/>
service management:  operations, strategy, and information technology/ 

 - 3rd ed. 
 - New York  McGRaw-Hill  2001 
 - xxvi, 646p. :  ill. ; 
<br/><br/>Includes index 
<br/><br/><label>ISBN: </label>007321267X 
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .F58 2001