FITZSIMMONS, J. A., & FITZSIMMONS, M. J. (2004). Service management: Operation, strategy, and information technology.-- ed.4. Irwin McGraw-Hill.

FITZSIMMONS, James A., and Mona J. FITZSIMMONS. Service Management: Operation, Strategy, and Information Technology.-- Ed.4. Boston: Irwin McGraw-Hill, 2004.

FITZSIMMONS, James A., and Mona J. FITZSIMMONS. Service Management: Operation, Strategy, and Information Technology.-- Ed.4. Irwin McGraw-Hill, 2004.