Johnston, Robert, 1953-
Service operations management : improving service delivery / Robert Johnston, Graham Clark and Michael Shulver. - Fourth edition. - xxii, 462 pages : colour illustrations ; 27 cm
Includes bibliographical references and index.
9780273740483 (paperback) 0273740482 (paperback)
Customer services--Management.
Service industries--Management.
658.812 / JOH 2012
Service operations management : improving service delivery / Robert Johnston, Graham Clark and Michael Shulver. - Fourth edition. - xxii, 462 pages : colour illustrations ; 27 cm
Includes bibliographical references and index.
9780273740483 (paperback) 0273740482 (paperback)
Customer services--Management.
Service industries--Management.
658.812 / JOH 2012