TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 9781405847322 (pbk. : alk. paper)
AV  - HD9980.5 .J647 2008
U1  - 658 22
PY  - 2008///
CY  - Harlow, Essex, England, New York
PB  - Financial Times/Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
N2  - The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers
UR  - http://catdir.loc.gov/catdir/toc/ecip089/2008002916.html
ER  -