00641nam a22001697a 4500 20260717152308.0 9780273740483 (pbk) 658 JOH Johnston, Robert Graham Clark Michael Shulver Service operations management : improving service delivery England Pearson 2012 xviii, 462 p. : ill. ; 26 cm. Includes bibliographical references and index. Management sciences Service industries Service development Service strategy Work measurement Service encounter Relationship Customer RSBM BK 0 0 0 0 GGL GGL 2026-07-16 Gift 0 658 JOH 122257 2026-07-16 15:30:33 1 2026-07-16 BK 63019 63019