TY  - BOOK
AU  - Robert Johnston
AU  - Graham Clark
TI  - Service Operation Management: Improving service  delivery
SN  - 9781405847322
PY  - 2008///
CY  - England 
PB  - Pearson eduaction limited 
KW  - Operations management
KW  - Customer care
UR  - www.pearsoned.co.uk/johnston
ER  -