Fitzsimmons, James A.
Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 4th ed. - Boston, Mass. : McGraw-Hill/Irwin, c2004. - xx, 587 p. : ill., maps ; 27 cm.
Accompanying CD-ROM contains PowerPoint lecture slides, Service Model simulation software, an Excel spreadsheet, chapter quizzes, and websites.
0071214577 (international : alk. paper)
658 / F562
Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 4th ed. - Boston, Mass. : McGraw-Hill/Irwin, c2004. - xx, 587 p. : ill., maps ; 27 cm.
Accompanying CD-ROM contains PowerPoint lecture slides, Service Model simulation software, an Excel spreadsheet, chapter quizzes, and websites.
0071214577 (international : alk. paper)
658 / F562