Fitzsimmons, James A. Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 6th int. ed. - New York, NY : McGraw-Hill/Irwin, c2008. - xvii, 537 p. : ill., +1 CD-ROM ;. 26 cm. Includes index. +1 CD-ROM. ISBN: 9780071263467 Subjects--Topical Terms: Service industries--Management. Dewey Class. No.: