@book{45650,
	author = {Johnston, Robert and Clark, Graham},
	title = {Service operations management :},
	publisher = {Financial Times/Prentice Hall,},
	year = {2008},
	address = {Harlow, Essex, England ;},
	edition = {3rd ed.},
	url = {http://www.loc.gov/catdir/toc/ecip089/2008002916.html}
}