TY  - GEN
AU  - Johnston, Robert
AU  - Clark, Graham
AU  - Shulver, Michael
TI  - Service operations management : improving service delivery
SN  - 9780273740483
AV  - HD 9980.5
PY  - 2012///
PB  - Pearson Education
KW  - Service industries - Management
N1  - 24420
ER  -