TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management : :  operations, strategy, and information technology / 
SN  - 9780071214575
AV  - HD9980.5   .F549 2004
U1  - 658   21
PY  - 2004///
CY  - Boston, Mass. : 
PB  -  McGraw-Hill/Irwin, 
KW  - Service industries
KW  -  Management
N1  - Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites; The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation; Includes bibliographical references and indexes
ER  -