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服务管理=Service management：运作、战略与信息技术：operations, strategy, information technology/(美)菲茨西蒙斯(James A. Fitzsimmons),(美)莫娜·J. 菲茨西蒙斯(Mona J. Fitzsimmons)著/张金成，范秀成，杨坤译.-北京：机械工业出版社，2013
