@book{80419,
	author = {Fitzsimmons, Mona J and Fitzsimmons, James A},
	title = {Service management.-- 4th ed.},
	publisher = {McGraw-Hill},
	year = {2004},
	address = {Boston},
	edition = {4th ed.},
	note = {Service Model software & Student CD-ROM to accompany textbook.}
}