Johnston, Robert,  1953- <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark. 
 - 2nd ed. 
 - xix, 496 p. :  ill. ; 
<br/><br/> Includes bibliographical references and index. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>LC Class. No.: </label>HD9980.5 JOH 2005