TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery 
SN  - 9780273740483 
AV  - HD9980.5 .J647 2012
U1  - 658 23
PY  - 2012///
CY  - Harlow, Essex, England, New York
PB  - Pearson
KW  - Service industries
KW  - Management
N1  - Previously published: Service operations management : improving service delivery /Robert Johnston and Graham Clark. Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008; Includes bibliographical references and index
ER  -