Managing services : using technology to create value /
Mark M. Davis, Janelle Heineke
- Boston, Mass. : McGraw-Hill/Irwin, c2003
- 443 p. : ill. + 1 CD-ROM
- The McGraw-Hill/Irwin series operations and decision sciences .
Includes bibliographical references and index
0072464267
SERVICE INDUSTRIES--TECHNOLOGICAL INNOVATIONS--MANAGEMENT VALUE ANALYSIS (COST CONTROL) CUSTOMER RELATIONS--MANAGEMENT