TY  - BOOK
AU  - Fitzsimmons, J.A. Fitzsimmons, M.J. and Bordoloi, S.
TI  - Service management: Operations, Strategy, information technology
SN  - 9781259010651
AV  - HD 9980.5 .F549 2014 
PY  - 2014///
CY  - New York
PB  - McGraw hill
KW  - The service encounter
N1  - Includes index
ER  -