TY  - BOOK
AU  - Fitzsimmons, James A. 
AU  - Fitzsimmons, Mona J.
TI  - Service Management / 
SN  - 0072823739
U1  - 658 
PY  - 2004///
CY  - Estados Unidos de América
PB  - Mc graw Hill
KW  - Industria de servicios -- Administración
N1  - 1. Understanding Services -- 2. Designing the service enterprise -- 3. Managing service operations -- 4. Toward world-class service
ER  -