TY - BOOK AU - Fitzsimmons,James A. AU - Fitzsimmons,Mona J. AU - Fitzsimmons,James A. TI - Service management: operations, strategy, and information technology SN - 0071157093 (pbk.) U1 - 658 21 PY - 1998/// CY - Boston PB - McGraw-Hill KW - Service industries KW - Management N1 - Updated ed. of: Service management for competitive advantage. 1994; Includes bibliographical references and index ER -