TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 1405847328 (pbk.)
U1  - 658 JOH 
PY  - 2008///
CY  - Harlow, Essex, England, New York
PB  - Financial Times/Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
UR  - http://catdir.loc.gov/catdir/toc/ecip089/2008002916.html
ER  -