Fitzsimmons, James A.  Mona J. Fitzsimmons  Sanjeev Bordoloi <br/><br/>
Service management  : operations, strategy and information technology 

 - Singapore  McGraw-Hill Companies, Inc.  2014 
 - xviii, 524 p.  : ill., Col.,  ; 27.5 cm. 
<br/><br/> Includes biography, references, appendix and index. 
<br/><br/><label>ISBN: </label>9781259010651 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Operations management<br/>Management sciences<br/>Customer services--Service operations--Service quality--Service delivery--Service management--Customer satisfaction--RSBM
<br/><br/><label>Dewey Class. No.: </label>658.812  / FIT