johnston robert and clark graham <br/><br/>
service operations management  improving service delivery 
robert johnston and graham clark 
 - 4th 
 - london  pearson education limited  2012 
 - xxii, 462, ill.  pbk. 
<br/><br/><label>ISBN: </label>9780273740483 
<br/><br/><label>LC Class. No.: </label>HD9980.5.J6 2012