TY  - BOOK
AU  - Clark, Graham
AU  - Johnston, Robert
AU  - Shulver, Michael
TI  - Service operations management: improving service delivery
SN  - 9780273740483
U1  - 658.812 
PY  - 2012///
CY  - Italy
PB  - Pearson
KW  - (CHTM 27) HOSPITALITY MANAGEMENT STUDIES
ER  -