00635cam a22001694a 4500020002800000020004800028050001900076100001900095245006000114260004100174300003900215500005100254650006500305650003400370650003700404700002400441  a0072464267 (alk. paper)  a0071194770 (international ed. : alk. paper)00aHD 9980.5bDAV1 aDavis, Mark M.10aManaging services :busing technology to create value /  aBoston :bMcGraw-Hill/Irwin,cc2003.  axvii, 443 pages :bIllustrations ;  aIncludes bibliographical references and index. 0aService industries - technological innovations - management. 0aValue analysis (cost control) 0aCustomer relations - management.1 aHeineke, Janelle N.