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
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