@book{4070,
	author = {Fitzsimmons, James A. and Fitzsimmons, James A, Fitzsimmons, Monna J.},
	title = {Service management:},
	publisher = {McGraw-Hill,},
	year = {c1998 },
	address = {Boston :},
	edition = {2nd edition.},
	note = {Includes index}
}