Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.

By:

Fitzsimmons, James A

Contributor(s):

Fitzsimmons, Mona J

Material type:

TextPublication details: Boston, Mass. : McGraw-Hill/Irwin, c2004.Edition: 4th edDescription: xx, 587 p. : ill., maps ; 27 cm. + 1 computer optical disc (4 3/4 in.)Content type:

text

Media type:

unmediated

Carrier type:

volume

ISBN:

0072823739 (alk. paper) text, part of 0072868201
0071214577
9780072823738
9780071214575

Subject(s):

Service industries -- Management

DDC classification:

658 21

LOC classification:

HD9980.5 .F549 2004

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Holdings
Item type	Current library	Collection	Shelving location	Call number	Status	Barcode
Books	Dato Maznah Library & Information Services	Open Collection	H Social Sciences	HD9980.5.F549 2004 (Browse shelf(Opens below))	Available	10078095

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.

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