Managing services : using technology to create value - Davis, Mark M., 1944-; Heineke, Janelle N. (Boston : McGraw-Hill/Irwin, 2003)
Book is accompanied by one CD, entitled' Managing services : using technology to create value, Stdent CD-ROM' bearing the same call number and available at Bahagian Koleksi Media
Includes bibliographical references and index
Keywords: Service industries -- Technological innovations -- Management; Value analysis (Cost control); Customer relations -- Management