TY  - BOOK
AU  - Johnston, Robert
AU  - Clark, Graham 
TI  - Service operations management: improving service delivery
SN  - 9788131715208 
U1  - 658 JOH  
PY  - 2005///
CY  - Noida
PB  - Pearson India Education Services Pvt Ltd
N1  - Includes bibliographical references and index. 
ER  -