00607cam a2200193 i 450000500170000000800410001702000180005808200140007610000550009024500630014525000120020826400580022030000150027833600260029333700280031933800270034765000230037465000160039720250714135502.0160610s2012    enka     b    001 0 eng    a978938687330900a658.5 JOH1 aJohnston, Robert. Clark, Graham. Shulver, Michael.10aService operations management : improving service delivery  a4th ed. 1aHarlow, Essex, England ;aNew York :bPearson,c2012.  axxii, 460   atextbtxt2rdacontent  aunmediatedbn2rdamedia  avolumebnc2rdacarrier 0aService industries 0xManagement.