@book{498,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J. },
	title = {Service management :},
	publisher = {McGraw-Hill Companies, Inc.,},
	year = {c1998.},
	address = {Boston :},
	edition = {2nd ed.},
	note = {Updated ed. of: Service management for competitive advantage. 1994.}
}