using technology to create value Davis, Mark M. creator Heineke, Janelle N. text Boston McGraw-Hill/Irwin c2003 monographic xvii, 443 pages : Illustrations ; Includes bibliographical references and index. Service industries - technological innovations - management Value analysis (cost control) Customer relations - management HD 9980.5 DAV 0072464267 (alk. paper) 0071194770 (international ed. : alk. paper)