000 00295nam a22001217a 4500
020 _a9788131715208
082 _a658.5
100 _aJOHNSTON ROBERT
245 _aSERVICE OPERATIONS MANAGEMENT IMPROVING SERVICE DELIVERY
260 _aNEW DELHI
_bPEARSON
_c2005
300 _aPHI
942 _cBK
999 _c7796
_d7796