TY  - BOOK
AU  - Fitzsimmons, James A; Fitzsimmons, Mona J
TI  - Service management: Operations, strategyand information technology
SN  - 70217602
U1  - 658SE  FIT 
PY  - 1997///
CY  - Irwin McGraw-Hill:New York
KW  - Service management
ER  -