TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons, Mona 
TI  - Service Management : : Operations , Strategy , Information Technology / 
SN  - 9780071289276
AV  - HD9980.5 .F58 2011
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - Includes index
N2  - 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
ER  -