Service management : operations, strategy, information technology /
James A. Fittzsimmons, Mona J. Fitzsimmons
- 6th ed. , McGraw-Hill international ed.
- New York, N.Y. : McGraw Hill, 2008
- 537 p. : ill. (chiefly col.), map + 1 CD-ROM
- The McGraw-Hill/Irwin series .