james A fitzsimmons  2008 <br/><br/>
service management,  operations, strategy, information technology, 
James A. Fitzsimmons 
 - 6th ed. 
 - New York,  McGraw-Hill  2008 
 -  ill 
<br/><br/><label>ISBN: </label>0071263467 
<br/><br/><label>LC Class. No.: </label>HD9980.5  / FIT