TY  - BOOK
AU  - Davis,Mark M.
AU  - Heineke,Janelle N.
TI  - Managing services: using technology to create value 
SN  - 0072464267
AV  - HD9980.5 .D21 2003
PY  - 2003///
CY  - Boston 
PB  - McGraw-Hill/Irwin
N1  - Includes bibliographical references and index
ER  -