TY  - BOOK
AU  - Johnston,Robert
TI  - Service operations management: improving service delivery / Robert Johnston and Graham Clark - 2nded
SN  - 0273683675/9780273683674
U1  - 658JOH 
CY  - Harlow,England;NewYork:FT/PrenticeHall,2005
KW  - Serviceindustries--Management
ER  -