Service management : operations, strategy, and information technology Service management : operations, strategy, and information technology /James A. Fitzsimmons, Mona J. Fitzsimmons.
By: Fitzsimmons, James A
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Contributor(s): Fitzsimmons, Mona J.
Material type: 
BookPublisher: Boston, Mass. : McGraw-Hill/Irwin, c2004Edition: 4th ed.Description: xx, 587 p. : ill., maps ; 27 cm. + 1 computer optical disc (4 3/4 in.).ISBN: 0-07-282373-9; 0071214577 (international : alk. paper).Subject(s): Service industries -- ManagementDDC classification: 658
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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.
Comment by Mr Happy Nswana
07/08/2022try to check for a latest version for this book