TY  - BOOK
AU  - Johnston, Robert
AU  - Clark, Graham
TI  - Service operations management: improving service delivery 
SN  - 0273683675
AV  - HD 9980.5 .J647 2005
PY  - 2005///
CY  - England
PB  - Prentice Hall
KW  - Service industries
KW  - management
N1  - Include index; BSBA
ER  -