Fitzsimmons, James A. <br/><br/>
Service management :  operations, strategy, and information technology / 
James A. Fitzsimmons, Mona J. Fitzsimmons. 
 - Fourth edition 
 -  c2004. 
 - xx, 587 pages :  illustraions, maps ;  27 cm. +  1 computer optical disc (4 3/4 in.) 
<br/><br/> 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. 
<br/><br/>Includes bibliographical references and indexes. 
<br/><br/><br/>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. 
<br/><br/><label>ISBN: </label>9780072868203 0072823739 (alk. paper) text, part of 0072868201 0071214577 (international : alk. paper) 
<br/><br/><label>LCCN: </label>2003043003 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .F549 2004 
<br/><br/><label>Dewey Class. No.: </label>658