TY  - BOOK
AU  - Johnston,Robert
TI  - Service operations management : : improving service delivery
SN  - 9780273740483 (pbk)
U1  - 658 
PY  - 2012///
CY  - England
PB  - Pearson
KW  - Management sciences
KW  - Service industries
KW  - Service development
KW  - Service strategy
KW  - Work measurement
KW  - Service encounter
KW  - Relationship
KW  - Customer
KW  - RSBM
N1  - Includes bibliographical references and index
ER  -