TY  - BOOK
AU  - Davis,Mark M.
AU  - Heineke,Janelle
TI  - Managing services: using technology to create value 
T2  - The McGraw-Hill/Irwin series operations and decision sciences
SN  - 0071194770
AV  - HD9980.5 D384M 2003
PY  - 2003///
CY  - Boston, Mass.
PB  - McGraw-Hill/Irwin
KW  - SERVICE INDUSTRIES
KW  - TECHNOLOGICAL INNOVATIONS
KW  - MANAGEMENT
KW  - VALUE ANALYSIS (COST CONTROL)
KW  - CUSTOMER RELATIONS
N1  - Includes bibliographical references and index
ER  -