TY  - GEN
AU  - Fitzsimmons, James
AU  - Fitzsimmons,    Mona J.   
TI  - Service management: operations, strategy, information technology
SN  - 978-0-07-340335-9
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
KW  - Services
KW  - Service management
UR  - http://mcgrawhilleducation.pdn.ipublishcentral.com/pdfreader/service-management-operations-strategy-information-technology
ER  -