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