Fitzsimmons, J. A., & Fitzsimmons, M. (2008). Service management: Operations, strategy, information technology (6th ed.). McGraw-Hill.

Fitzsimmons, James A., and Mona Fitzsimmons. Service Management: Operations, Strategy, Information Technology. 6th ed. Boston: McGraw-Hill, 2008.

Fitzsimmons, James A., and Mona Fitzsimmons. Service Management: Operations, Strategy, Information Technology. 6th ed. McGraw-Hill, 2008.