Johnston, Robert  Graham Clark <br/><br/>
Service operations management   : improving service delivery 

 - Noida  Pearson  2008 
 - 516 p.  : ill.  ; 22 cm. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>9788131715208 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management<br/>Service industries--Service strategy--Service development--Service encounter--Work measurement--Operations--Relatonship--Customer--FMS--RSBM
<br/><br/><label>Dewey Class. No.: </label>658  / JOH