Previously published: Service operations management: improving service delivery /Robert Johnston, Graham Clark, and Michael Shulver. Harlow, Essex, England; New York: Financial Times/Prentice Hall, 2008.
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Previously published: Service operations management: improving service delivery /Robert Johnston, Graham Clark, and Michael Shulver. Harlow, Essex, England; New York: Financial Times/Prentice Hall, 2008.
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