Service operations management :

Johnston, Robert.

Service operations management : improving service delivery / Robert Johnston and Graham Clark. - 2nd ed. - Harlow, England ; New York : FT/Prentice Hall,2005 2005. - xix, 496 p. : ill. ; 25 cm.

Includes bibliographical references and index.

0273683675

2004063108


Service industries--Management.

658 / J721