Service operations management  Improving service delivery, Second ed. 
Robert Johnston...,[et. al] 
 - [Second Edition] 
 - UK  Pearson Education Limited  2005 
 - xix, 496p.  ill. col.  25 cm 
<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>LCCN: </label>2004063108 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management