Johnston, Robert, Service operations management : improving service delivery / Robert Johnston, Graham Clark and Michael Shulver. - Fourth edition. - xxii, 460 pages : color illustrations ; 27 cm Includes bibliographical references and index. ISBN: 9780273740483 (pbk.) LCCN: 2016373440 Subjects--Topical Terms: Service industries--Management. LC Class. No.: HD9980.5 / .J647 2012 Dewey Class. No.: 658