TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management: operations, strategy, and information technology 
SN  - 0072823739 (alk. paper)
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; Book is accompanied by one CD, entitled' ervice management : operations, strategy, and information technology,Student CD-ROM' bearing the same call number and available at Koleksi Media; Includes bibliographical references and indexes
ER  -