Johnston, Robert <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark 
 - 3rd ed. 
 - Harlow, Essex, England ;  New York :  Financial Times/Prentice Hall,  2008 
 - xvi, 533 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9781405847322 (pbk. : alk. paper) 1405847328 (pbk. : alk. paper) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management