Johnston, Robert,  1953-. <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston, Graham Clark and Michael Shulver. 
 - Fourth edition. 
 - Harlow, England :  Pearson Education Limited,  c2012. 
 - xxii, 462 pages :  color illustrations ;  27 cm. 
<br/><br/> Previously published: Service operations management : improving service delivery /Robert Johnston and Graham Clark. Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780273740483 
<br/><br/><label>LCCN: </label>2016373440 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>Dewey Class. No.: </label>658