Managing services:using technology to create value 
Mark M.davis, Janelle Heineke 
 - Boston  McGraw Hill  2003 
 - xvii,433p.  ill. col.  27cm 
<br/><br/><label>ISBN: </label>0072464267 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Costomer relations<br/>Service industries-Technology innovations-Management<br/>Value analysis
<br/><br/><label>Dewey Class. No.: </label>658  / MAN