TY  - BOOK
AU  - Fitzsimmons, James A
AU  - Fitzsimmons, Mona J Bordoloi, Sanjeev K 
TI  - Service Management: operations, Strategy, information technology
SN  - 9789353161149 
U1  - 658 FIT  
PY  - 2014///
CY  - New York
PB  - McGraw-Hill
ER  -