James A. Fitzsimmons & Mona J. Fitzsimmons - <br/><br/>
Service Management: Operations, Strategy, And Information Technology 

 - 4th ed 
 -   Mcgraw-Hill/ Irwin  ©2004 
<br/><br/><label>ISBN: </label>9780071110921  79.8 
<br/><br/><label>Dewey Class. No.: </label>658 PIT.4