TY  - BOOK
AU  - Johnston, Robert
AU  - Clark, Graham
TI  - Service operations management: improving service delivery. (3rd ed.)
SN  - 9781405847322
AV  - HD 9980.5 Joh 
PY  - 2001///
CY  - Harlow
PB  - Pearson Education, Inc
KW  - SERVICE INDUSTRIES--MANAGEMENT
ER  -