TY  - BOOK
AU  - Johnson, Robert.
AU  - Graham Clark.
TI  - Service operations Management: improving service delivery
SN  - 9781405847322
AV  - HD 9980.5J647 2005  
PY  - 2005///
CY  - England
PB  - pearson Education
KW  - Service management
N1  - Includes bibliography and index.
ER  -