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Service management : by Fitzsimmons, James A. Publication: Boston, Mass. : McGraw-Hill/Irwin, 2004 . xx, 587 p. : , 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. 27 cm. + Date: 2004
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