TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,James A,Fitzsimmons,Monna J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0070217602
PY  - 1998///
CY  - Boston
PB  - McGraw-Hill
KW  - Service industries
KW  - Services (Industrie)
KW  - Services
KW  - gestion d'entreprise
N1  - Includes index
ER  -