TY  - BOOK
AU  - Davis,Mark M.
AU  - Heineke,Janelle N.
TI  - Managing services: using technology to create value 
SN  - 0072464267 (alk. paper)
PY  - 2003///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Technological innovations
KW  - Management
KW  - Value analysis (Cost control)
KW  - Customer relations
N1  - 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
ER  -