TY  - BOOK
AU  - Fitzsimmons, James A.
AU  - Fitzsimmons, Mona J.
TI  - Service Management for Competitive Advantage
SN  - 9780071133128
U1  - 658.032 
PY  - 1994///
CY  - New York
PB  - McGraw-Hill, Inc.
ER  -