Johnston, Robert. <br/><br/>
Service operations management :  improving service delivery / 

 - 2nd ed. 
 - Harlow, England ;  New York :  FT/Prentice Hall,  c2005. 
 - xix, 496 pages :  Illustrations ; 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries - management.
<br/><br/><label>LC Class. No.: </label>HD 9980.5  / JOH