@book{8208,
	author = { Fitzsimmons, James A and Fitzsimmons, Mona J},
	title = { Service Management : },
	publisher = { McGraw-Hill,},
	year = {2019.},
	address = {New York :},
	edition = {8th ed.},
	url = {https://www.amazon.com/Service-Management-Fitzsimmons/dp/9353161142}
}