Fitzsimmons, James A. <br/><br/>
Service management :  operations, strategy, and information technology / 
James A. Fitzsimmons, Mona J. Fitzsimmons. 
 - 3rd ed. 
 - New York :  McGraw-Hill,  c2001 
 - xxvi, 646 p. :  ill., map ;  27 cm.  
<br/><br/>Includes index. 
<br/><br/><label>ISBN: </label>007231267X (acidfree paper) 
<br/><br/><label>LCCN: </label>00026733  
<br/><br/><label>Dewey Class. No.: </label>658  / F562