Fitzsimmons, James A.

Service management : operations, strategy, and information technology 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. + 1 computer optical disc (4 3/4 in.)

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.

0-07-282373-9 0071214577 (international : alk. paper)


Service industries--Management.

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