@book{829724,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw-Hill,},
	year = {2018.},
	series = {The McGraw-Hill/Irwin series operations and decision sciences},
	address = {New York :},
	edition = {9th ed.}
}