Johnston, Robert. Service Operations Management : improving service delivery / Robert Johnston and Graham Clark. -- 3. ed. -- Harlow, Essex : Financial Times / Prentice Hall, 2008. xvi, 533 p.
Service Operations Management : improving service delivery
Johnston, Robert. Service Operations Management : improving service delivery / Robert Johnston and Graham Clark. -- 3. ed. -- Harlow, Essex : Financial Times / Prentice Hall, 2008. xvi, 533 p.
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