TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0072823739 [paperback]
PY  - 2004///
CY  - Boston, Burr Ridge
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; CD Supplementary: Service management : operations, strategy, and information technology; Includes bibliographical references and indexes; Contents: Part one Understanding services -- Part two Designing the service enterprise -- Part three Managing service operations -- Part four Toward world-class service -- Part five Quantitative models for service management -- Includes appendices, index
ER  -