TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery 
SN  - 9780273740483 (paperback)
U1  - 658.812 
PY  - 2012///]
CY  - Harlow, England
PB  - Pearson Education Limited
KW  - Customer services
KW  - Management
KW  - Service industries
N1  - Includes bibliographical references and index
ER  -