01177 a2200193 4500 0072424192 (hardcover) 9780072424195 (hardcover) 658 5147 5147 Fitzsimmons, James A. Service management : operations, strategy, and information technology with student cd-rom mandatory package / James A Fitzsimmons, Mona J Fitzsimmons. 3nd ed. [S.l.] : McGraw-Hill/Irwin, 2000. 640 p. ; 27 cm. Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management. Fitzsimmons, Mona J. Amazon.com http://www.amazon.com/exec/obidos/ASIN/0072424192/chopaconline-20 NBS BK 658 FIT 347567 347567 0 0 0 0 CL CL 2013-08-28 0 658 FIT NBS5293 2013-08-28 2013-08-28 BK