TY  - GEN
AU  - Davis, Mark M.
AU  - Heikene, Janelle
TI  - Managing services: using technology to create value 
SN  - 0 07 253972 0
U1  - 658 
PY  - 2003///
CY  - Boston
PB  - McGraw-Hill
KW  - Management  - technology
KW  - Managing services
N1  - Six
N2  - Power point files
UR  - www.mhhe.com/pom
ER  -