Johnston, Robert <br/><br/>
Service operations management  improving service delivery 
Robert Johnston & Graham Clark 
 - 2nd ed.  
 - Noida  Pearson India Education Services Pvt Ltd  2005 
 - 516 p.  
<br/><br/> Includes bibliographical references and index.  
<br/><br/><label>ISBN: </label>9788131715208  
<br/><br/><label>Dewey Class. No.: </label>658 JOH