TY  - BOOK
AU  - Fitzsimmons James A
AU  -  Fitzsimmons Mona J
TI  - Service management: Operations,strategy and information technology
U1  - X9(Y):8.1'P, P6 
PY  - 2006///
CY  - Boston
PB  - McGraw-Hill       
KW  - Service Industry Management
ER  -