@book{192043,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw Hill Education },
	year = {2006},
	series = {The McGraw -Hill/Irwin series operations and decision sciences},
	address = {New Delhi},
	edition = {5th },
	note = {Includes index}
}