Johnston, Robert.
Service operations management : improving service delivery / Robert Johnston and Graham Clark. - 2nd ed. - Harlow, England ; New York : Ft/Prentice Hall, 2005. Harlow, England ; New York : Ft/Prentice Hall, 2005. - xix, 496 p.: ill.; 25 cm.
0273683675
Service industries--Management.
Service operations management : improving service delivery / Robert Johnston and Graham Clark. - 2nd ed. - Harlow, England ; New York : Ft/Prentice Hall, 2005. Harlow, England ; New York : Ft/Prentice Hall, 2005. - xix, 496 p.: ill.; 25 cm.
0273683675
Service industries--Management.