Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.
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
- unmediated
- volume
- 0072823739 (alk. paper) text, part of 0072868201
- 0071214577
- 9780072823738
- 9780071214575
- 658 21
- HD9980.5 .F549 2004
| Item type | Current library | Collection | Shelving location | Call number | Status | Barcode | |
|---|---|---|---|---|---|---|---|
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Dato Maznah Library & Information Services | Open Collection | H Social Sciences | HD9980.5.F549 2004 (Browse shelf(Opens below)) | Available | 10078095 |
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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.
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