Chang, C. M. <br/><br/>
Service systems management and engineering :  creating strategic differentiation and operational excellence / 
C. M. Chang 
 - Hoboken, N.J. :  John Wiley & Sons,  c2010 
 - xxx, 690 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780470423325 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Systems engineering<br/>Management information systems<br/>Service industries--Information technology--Management