@book{141312,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Service management :},
	publisher = {McGraw-Hill/Irwin,},
	year = {2006.},
	address = {Boston :},
	edition = {5th ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0668/2004055202-t.html}
}