TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery
SN  - 9780273740483
U1  - 658.812 JOH 2012 23
PY  - 2012///
CY  - Harlow
PB  - Pearson Education
KW  - Customer services
KW  - Management
KW  - Service industries
N1  - Previous ed.: published as by Robert Johnston and Graham Clark. 2008; Formerly CIP; Includes bibliographical references and index
UR  - https://firstcityuniversity.sharepoint.com/:b:/s/FirstCityUC-eBooksCollections11/EcfOnmW_OStDipyr0N5Fs60BcotD0YCx7W6VzvoXMsDZhw?e=zQH9Mo
ER  -