Johnston, Robert <br/><br/>
Service operations management :  Improving service delivery / 
Robert Johnston and Graham Clark 
 - 2nd ed. 
 - London ;  Prentice Hall ,  2005 
 - xix, 496 p. :  ill. ;  26 cm 
<br/><br/>It includes indexes 
<br/><br/><label>ISBN: </label>0273683675 9780273683674 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .J647 2005