Johnson, Robert. <br/><br/>
Service operations Management/  improving service delivery: 
Robert Johnston. 
 - 3rd ed. 
 - England  pearson Education  2005 
 - xvi, 533 p. :  ill.; 
<br/><br/> Includes bibliography and index.  
<br/><br/><label>ISBN: </label>9781405847322 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service management 
<br/><br/><label>LC Class. No.: </label>HD 9980.5J647 2005