Johnston, Robert <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark 
 - 2nd ed. 
 - Harlow, England :  FT/Prentice Hall,  2005 
 - xix, 496 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0273683675  RM246.31 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management