Johnston, Robert,  1953- <br/><br/>
Service operations management :  improving service delivery. 

 - 4th ed. /  Robert Johnston, Graham Clark, Michael Shulver. 
 - Harlow :  Pearson Education,  2012. 
 - 1 online resource  ill. ; 
<br/><br/> Previous ed.: published as by Robert Johnston and Graham Clark. 2008.  Formerly CIP. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780273740483 0273740482  
<br/><br/><label>Nat. Bib. No.: </label>GBB206439  bnb 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management.<br/>Service industries--Management.
<br/><br/><label>Dewey Class. No.: </label>658.812 JOH 2012