James A. Fitzsimmons <br/><br/>
Service Management: Operation, Strategy, Information Technology 
James A. Fitzsimmons & Mona J. Fitzsimmons 
 - 4th ed. 
 - Boston :  McGraw Hill,  2004. 
 - 587 p. 
<br/><br/> HBK 
<br/><br/><label>ISBN: </label>0-07-282373-9 HBK 
<br/><br/><label>Dewey Class. No.: </label>658 FIT