Johnson, Robert <br/><br/>
Service operation management  improving service delivery 
Robert Johnson, Graham Clark 
 - 2nd.ed. 
 - Prentice Hall  Harlow  c2005 
 - vi, 496p.:  ill.  25cm 
<br/><br/> include index 
<br/><br/>Structural analysis 
<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>Subjects--Topical Terms: </label><br/>AEN,DPM,DRM,ANS,DNS<br/>Services in industries--management