TY  - BOOK
AU  - Johnston,robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 9788131715208
U1  - 658.812 
PY  - 2005///
CY  - India, New York
PB  - Pearson India Education Services Pvt. Ltd.
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -