Johnston, Robert,  1953- <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark. 
 - 3rd ed. 
 - Harlow, Essex, England ;  New York :  Financial Times/Prentice Hall,  2008. 
 - xvi, 533 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>1405847328 (pbk.) 9781405847322 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>Dewey Class. No.: </label>658 JOH