000			00465nam a2200145Ia 4500
008			211013s9999 xx 000 0 und d
082			_a658.5 _bJOH
100			_aBy Johnston, Robert _93609
245		0	_aService operations management: improving service delivery
250			_a4th
260			_c2019 _bPearson Education _aNoida
300			_axviii; 462p.
650			_aService operations management Customers and relationships Resource utilisation _93610
942			_cBK
999			_c2336 _d2336