@book{39033,
	author = {Johnston, Robert, and Clark, Graham,},
	title = {Service operations management :},
	publisher = {Pearson,},
	year = {c2012.},
	address = {Harlow, Essex, England ;},
	edition = {Fourth edition.},
	note = {Previously published: Service operations management : improving service delivery /Robert Johnston and Graham Clark. Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008.}
}