TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery 
SN  - 9780273740483 (pbk.)
AV  - HD9980.5 
U1  - 658 
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  -