TY  - BOOK
AU  - Johnston,Robert;Clark,Graham.
TI  - Service Operations Management: Improving Service Delivering
SN  - 0273683675
U1  - 658JOH 2005 
PY  - 2005///
CY  - England.
PB  - FT Prentice Hall.
KW  - Management
N1  - includes index
ER  -