@book{8040,
	author = {Fitzsimmons, Mona J.,},
	title = {Service management: operations, strategy, information technology. /},
	publisher = {McGraw-Hill/Irwin,},
	year = {2014.},
	address = {New York, NY:},
	edition = {8th ed.},
	note = {Revised edition of the authors' Service management, 2014.}
}