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

 - England  Pearson  2012 
 - xviii, 462 p.  : ill.  ; 26 cm. 
<br/><br/> Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780273740483 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management sciences<br/>Service industries--Service development--Service strategy--Work measurement--Service encounter--Relationship--Customer--RSBM
<br/><br/><label>Dewey Class. No.: </label>658  / JOH