Service management and operations / 

 - 2nd.ed 
 - Delhi:  Pearson Education,  2003. 
 - xx,584p;26cm 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>8129700271 
<br/><br/><label>Dewey Class. No.: </label>658 SER