Fitzsimmons, James A. <br/><br/>
Service management:  operations, strategy, and information technology / 

 - 2nd edition. 
 - Boston :  McGraw-Hill,  c1998  
 - XXVI-613 p. :  ill, ; 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0070217602 9780070217607 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries<br/>Services (Industrie)<br/>Service industries<br/>Services<br/>gestion d'entreprise