Service management : operations, strategy, and information technology /
James A. Fitzsimmons, Mona J. Fitzsimmons.
- 3rd ed.
- New York : McGraw-Hill, c2001
- xxvi, 646 p. : ill., map ; 27 cm. + 1 computer laser optical disc (4 3/4 in.).
Includes bibliographical references and indexes.
System requirements for accompanying computer disc: Windows 95 or higher, Netscape Navigator 4.0 or higher, Microsoft Internet Explorer 4.0 or higher.