Service management : operations, strategy, and information technology /
Fitzsimmons, James A.
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.
0072823739 (alk. paper) text, part of 0072868201 0071214577 9780072823738 9780071214575
2003043003
Service industries--Management.
HD9980.5 / .F549 2004
658
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.
0072823739 (alk. paper) text, part of 0072868201 0071214577 9780072823738 9780071214575
2003043003
Service industries--Management.
HD9980.5 / .F549 2004
658