@book{288737,
	author = {Fitzsimmons, James A.      and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw-Hill,},
	year = {2014.},
	address = {New York :},
	edition = {8th edition, McGraw-Hill International edition.},
	note = {Includes index.}
}