Managing Services: People and Technology, Paperback Book, By: Mark Davis, Janelle Heineke

Managing Services is an alternative to the growing service management market in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns. The benefit of this approach is that it views services from the perspective of the general manager rather than the operations specialist. This is important, especially considering most students taking this course aspire to and are preparing for managerial positions.