TY  - BOOK
AU  - Davis,Mark M.
AU  - Heineke,Janelle N.
TI  - Managing services: using technology to create value 
SN  - 0072464267 (alk. paper)
AV  - HD 9980.5 DAV
PY  - 2003///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries - technological innovations - management
KW  - Value analysis (cost control)
KW  - Customer relations - management
N1  - Includes bibliographical references and index
ER  -