@book{797,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :operations, strategy, and information technology. /},
	publisher = {McGraw-Hill/Irwin,},
	year = {c2004.},
	address = {Boston, Mass. :},
	edition = {4th ed.},
	note = {The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation.}
}