TY  - BOOK
AU  - Clark Graham
AU  - Johnson Robert
TI  - Service Operations Management / Improving Service Delivery
SN  - 9781405847322
PY  - 2001///
PB  - Prentice Hall
N2  - The book provides a comprehensive and balanced introduction to service operations management.  Introduction to Services Operation Management, The Service Concept, Customer and Supplier Relationships, Customer Expectations and Satisfaction, Managing Supply Relationships, Service Processes
ER  -