TY  - BOOK
AU  - Johnston, Robert
AU  - Clark, Graham
TI  - Service operations management: improving service delivery 
SN  - 9780273683674
U1  - Res 658 J641 2005 
PY  - 2005///
CY  - England
PB  - FT/Prentice Hall.
KW  - Management
KW  - Service industries Management
N1  - Includes index
ER  -