TY  - BOOK
AU  - Johnston,RobertClark,GrahamShulver,Michael
TI  - Service operations management : improving service delivery
SN  - 9789386873309
U1  - 658.5 JOH 
PY  - 2012///
CY  - Harlow, Essex, England, New York
PB  - Pearson
KW  - Service industries
KW  - Management
ER  -