Johnston, Robert <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston, Graham Clark, and Michael Shulver 
 - 4th ed. 
 - Harlow, England :  Pearson,  c2012 
 - xxii, 462 p. :  ill. ;  27 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780273740483 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management