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1Yazar: Johnston, Robert;Clark, Graham;Shulver, Michael;Clark, Graham;Shulver, MichaelFull text available on PearsonOff-Campus Access: Athens ID and Password Required
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2Yazar: Johnston, Robert, 1953-Diğer Yazarlar: “…Shulver, Michael…”
Baskı/Yayın Bilgisi 2012Previously published: Service operations management : improving service delivery /Robert Johnston and Graham Clark. Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008.
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