TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 0273683675
AV  - HD 9980.5 JOH
PY  - 2005///
CY  - Harlow, England, New York
PB  - FT/Prentice Hall
KW  - Service industries - management
N1  - Includes index
ER  -