00660nam a2200205 a 4500001001400000003000700014005001700021008004100038020001800079040000800097100002100105245011800126250001200244260003900256300003500295504005000330650003500380700001800415700002100433vtls000070036KUKTEM20251125093736.0130603t2012    enka   f b    001 0 eng d  a9780273740483  aUMP1 aJohnston, Robert10aService operations management :bimproving service delivery /cRobert Johnston, Graham Clark, and Michael Shulver  a4th ed.  aHarlow, England :bPearson,cc2012  axxii, 462 p. :bill. ;c27 cm.  aIncludes bibliographical references and index 0aService industriesxManagement1 aClark, Graham1 aShulver, Michael