Johnston, Robert,  1953- <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark. 
 - 2nd ed. 
 - Harlow, England ;  New York :  FT/Prentice Hall,  2005. 
 - xix, 496 p. :  ill ;  25 cm. 
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<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>LCCN: </label>2004063108 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>Dewey Class. No.: </label>658