Fitzsimmoons, James A. <br/><br/>
Service Management: Operations, Strategy, Information Technology 

 - 7th. ed. 
 - New York  McGraw-Hills  2011 
 - xviii.; 525 p.; 
<br/><br/>Includes index 
<br/><br/><label>ISBN: </label>9789339204471 
<br/><br/><label>LC Class. No.: </label>HD 9980. 5  /  . F 54 2011