Franklin

Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.

Author/Creator:
Fitzsimmons, James A.
Edition:
6th ed.
Publication:
Boston : McGraw-Hill/Irwin, c2008.
Format/Description:
Book
xvii, 537 p. : ill. ; 29 cm. + 1 CD-ROM (4 3/4 in.).
Subjects:
Service industries -- Management.
System Details:
System requirements for accompanying CD-ROM: Microsoft Windows 2000/XP/Vista; minimum 256 MB main memory (512 MB recommended); 200 MB or better free hard disk space; Microsoft Word 2000 or better; Microsoft PowerPoint 2000 or better; Microsoft Excel 2000 or better; active internet connection.
Summary:
Accompanying CD-ROM contains ... "Excel templates, Mortgage Service game, PowerPoint presentations, Service Model software, Ver. 7.0, SERVQUAL forms, student quizzes, videos and Website links."--CD-ROM label.
Notes:
Includes bibliographical references and indexes.
Local notes:
Acquired for the Penn Libraries with assistance from the Alumni and Friends Memorial Book Fund.
Contributor:
Fitzsimmons, Mona J.
Alumni and Friends Memorial Book Fund.
ISBN:
9780073377834 (alk. paper)
007337783X (alk. paper)
OCLC:
164802650
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