TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0071214577
U1  - 658 FIT 
PY  - 2004///
CY  - Boston, Mass.
PB  - McGraw-Hill/Irwin
KW  - Service industries
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  -