Gaya APA

ferzsimmons, J, A., J., F, ,, M. (1998). Service management : oprations , strategy, and information technology . Singapore: McGraw-Hill, Inc..

Gaya MLA

ferzsimmons, James, A.., J., Fitzsimmons, ,, Mona. "Service management : oprations , strategy, and information technology". Singapore: McGraw-Hill, Inc., 1998. Text.