Gaya APA

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

Gaya MLA

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