TY  - BOOK
AU  - Johnson, Robert
AU  - xx, 686 p.
AU  - Clark, Graham
AU  - Title
TI  - Service operation management: improving service delivery
SN  - 0273683675
PY  - 2005///
CY  - Prentice Hall
PB  - Harlow
KW  - AEN,DPM,DRM,ANS,DNS
KW  - Services in industries
KW  - management
N1  - include index; Structural analysis; a unified classical and matrix approach
ER  -