TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 9781405847322 (pbk. : alk. paper)
AV  - HD 9980.5 J647.2008
PY  - 2008///
CY  - Harlow, Essex, England, New York
PB  - Financial Times/Prentice Hall
KW  - Service industries
KW  - Management
KW  - Industrias de servicios
KW  - Administración
ER  -