TY  - BOOK
AU  - Johnston, Robert
TI  - Service operations management: Improving service delivery 
SN  - 0273683675
AV  - HD9980.5 .J647 2005
PY  - 2005///
CY  - London
PB  - Prentice Hall
KW  - service industries
KW  - Management
N1  - It includes indexes
ER  -