TY - BOOK AU - Fitzsimmons, James A AU - Fitzsimmons, Mona J TI - Service management: operations, strategy, and information technology SN - 0072823739 (alk paper) AV - HD 9980.5 F549.2004 U1 - 658 21 PY - 2004/// CY - New York PB - McGraw-Hill, Irwin KW - Industrias de servicios KW - Administración N1 - Títulos de los discos: Student CD-ROM for use with Service Management. Service Model Software to accompany Service Management / James Fitzsimmons and Mona Fitzsimmons; Incluye referencias bibliográficas e índice ER -