Fitzsimmons, James A <br/><br/>
Service management 
operations,strategy,information technology 
 - 7th ed. 
 - NewDelhi  McGraw Hill Education  2014 
 - 541p. 
<br/><br/><label>ISBN: </label>9789339204471 
<br/><br/><label>Subjects--Index Terms: </label>management--service 
<br/><br/><label>Dewey Class. No.: </label>658  / FIT