TY  - BOOK
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons, Mona j.
TI  - Service management: : operations, strategy, information technology
SN  - 9789339204471
U1  - 658 
PY  - 2011///
CY  - Chennai
PB  - McGraw-Hill
KW  - Service strategy
KW  - Service quality
KW  - Service project
KW  - Service encounter
ER  -