Managing services :
Davis, Mark M., 1944-
Managing services : using technology to create value / Mark M. Davis, Janelle Heineke. - Boston : McGraw-Hill/Irwin, c2003. - xvii, 443 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.) - The McGraw-Hill/Irwin series, Operations and decision sciences .
Includes bibliographical references and index.
9780071194778
Service industries -- Technological innovations -- Management.
Value analysis (Cost control)
Customer relations -- Management.
HD9980.5 / .D388 2003
658
Managing services : using technology to create value / Mark M. Davis, Janelle Heineke. - Boston : McGraw-Hill/Irwin, c2003. - xvii, 443 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.) - The McGraw-Hill/Irwin series, Operations and decision sciences .
Includes bibliographical references and index.
9780071194778
Service industries -- Technological innovations -- Management.
Value analysis (Cost control)
Customer relations -- Management.
HD9980.5 / .D388 2003
658