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Fitzsimmons, James A.         Service Management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons and Sanjeev K. Bordoloi . – 8th ed. / Indian Edition . – Chennai : McGraw-Hill, 2014         xviii, 524p. . – ( The McGraw-Hill/Irwin series operations and decision sciences)         ISBN9789353161149 :         ISBN9353161142 :         1. Service industries--Management         1. Management         I. Fitzsimmons, Mona J.        I. Bordoloi, Sanjeev K.