The Prentice Hall
Service Technology Series
With over 300,000 copies of series titles in print worldwide, the Prentice Hall Service Technology Series from Thomas Erl aims to provide the IT industry with a consistent level of unbiased, practical, and comprehensive guidance and instruction in the areas of service technology application and innovation. Each title in this book series is authored in relation to other titles so as to establish a library of complementary knowledge. Although the series covers a broad spectrum of service technology-related topics, each title is authored in compliance with common language, vocabulary, and illustration conventions so as to enable readers to continually explore cross-topic research and education.