Johnston, Robert. <br/><br/>
Service operations management :  improving service delivery / 
Robert Johnston and Graham Clark. 
 - 3rd  ed. 
 - Harlow, England :  Prentice Hall,  2008. 
 - xvi, 533  p. 
<br/><br/><label>ISBN: </label>1405847322 : 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.