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