TY  - BOOK
AU  - Johnston,Robert
AU  - Clark
AU  - Shulver,Michael
TI  - Service Operations management: improving service delivery
SN  - 9780273740483
PY  - 2012///
CY  - Harlow, Essex
PB  - Pearson Education
KW  - Service industries
KW  - management
N1  - includes index
ER  -