Johnston, Robert <br/><br/>
Service Operations Management:  improving service delivery / 
Robert Johnston & Graham Clark 
 - New Delhi :  Pearson Education,  2008. 
 - 516 p. ;  23 cm. 
<br/><br/> PB. 
<br/><br/><label>ISBN: </label>9788131715208 
<br/><br/><label>Dewey Class. No.: </label>658.5  / JOH