Service management: operations, strategy, information technology 
Fitzsimmons, James A. 
 - Sixth edition. 
 -  McGraw-Hill.  2008 
 - xvii, 537 pages 
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<br/><br/><label>ISBN: </label>978-0-07-126346-7 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries -- Management.
<br/><br/><label>Dewey Class. No.: </label>GS 658 F562 2008