TY  - GEN
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 0273683675
AV  - HD9980.5 JOH 2005 
PY  - 2005///
CY  - Harlow
PB  - Pearson education ttd
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index; Includes bibliographical references and index
ER  -