TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery 
SN  - 9780273740483
PY  - 2012///
CY  - Harlow, England
PB  - Pearson
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -