TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Bordoloi,Sanjeev
AU  - Fitzsimmons, Mona J.
TI  - Service management: operations, strategy, information technology 
SN  - 9781259010651
AV  - HD9980.5 .F549 2014
PY  - 2014///]
CY  - New York
PB  - McGraw Hill
KW  - Service industries
KW  - Management
N1  - Part I. Understanding services Part II. Designing the service enterprise Part III. Managing service operations Part IV. Quantitative models for service management
ER  -