Johnston, Robert. <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston, Graham Clark and Michael Shulver. 
 - 4th ed. 
 - Harlow, England ;  New York :  FT/Prentice Hall,  2012. 
 - xxii, 462 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0273683675 9780273740483 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .J647 2012