Service management : operations, strategy, and information technology /
James A. Fitzsimmons, Mona J. Fitzsimmons.
- 5th ed.
- Boston : McGraw-Hill/Irwin, 2006.
- xiv, 605 p. : ill ; 27 cm. + 1 CD-ROM (4 3/4 in.)
- Irwin/McGraw-Hill series in operations and decision sciences. .