@book{347567,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw-Hill/Irwin,},
	year = {2000.},
	address = {[S.l.] :},
	edition = {3nd ed.},
	url = {http://www.amazon.com/exec/obidos/ASIN/0072424192/chopaconline-20}
}