Fitzsimmons, James A. Service management : operatings, strategy, information technology / James A. Fitzsimmons and Mona J. Fitzsimmons - 5th ed. - India Tata McGraw Hill 2006 - 605 p. With CD-ROM ISBN: 9780070615663 Subjects--Topical Terms: Management - Services Management Dewey Class. No.: 658 FIT-J