Service management : operations, strategy, and information technology / James A. Fitzsimmons ; Mona J. Fitzsimmons. (2002). Boston, MA: Irwin/McGraw-Hill, c.
Service management : operations, strategy, and information technology / James A. Fitzsimmons ; Mona J. Fitzsimmons. 2nd ed.. Boston, MA: Irwin/McGraw-Hill, c, 2002. Buku Wajib.