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, 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.
Includes bibliographical references and indexes.
System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
0072823739 (alk. paper) text, part of 0072868201 0071214577 (international : alk. paper)