TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery 
SN  - 0273683675
AV  - HD9980.5 .J647 2012
PY  - 2012///
CY  - Harlow, England, New York
PB  - FT/Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -