Johnston, Robert <br/><br/>Service operations management :  improving service delivery / Robert Johnston, and Graham Clark.  -- 2nd ed.  -- England:  FT/Prentice Hall.,  2005. <br/>xix, 496 p.:  col. ill.;  26 cm. <br/><br/> Includes index. <br/><br/><label>ISBN: </label>9780273683674 <br/><br/><label>Subjects--Topical Terms: </label><br/>Management.<br/>Service industries Management.<br/><br/><label>Dewey Class. No.: </label>Res 658 J641 2005