TY  - BOOK
AU  - Fitzsimmons, James A.
TI  - Service management: operations, strategy, information technology 
SN  - 9789814714051
AV  - HD 9980.5 .F58 2015 
PY  - 2015///
CY  - New York
PB  - McGraw Hill Education
KW  - SERVICE MANAGEMENT
N1  - Includes index; Part 1. Understanding services -- Part 2. Designing the service enterprise -- Part 3. Managing service operations -- Part 4. Quantitative models for service management
ER  -