Gaya APA

Fitzsimmons, J, A. (2004). Service management : operations, strategy, information technology. 4th ed. (4). Boston, Massachusetts: McGraw-Hill Irwin.

Gaya MLA

Fitzsimmons, James, A.. "Service management : operations, strategy, information technology. 4th ed.". 4 Boston, Massachusetts: McGraw-Hill Irwin, 2004. Text.