TY  - BOOK
AU  - Hope,Christine
AU  - Mühlemann,Alan
TI  - Service operations management: strategy, design, and delivery 
SN  - 0131499157
AV  - HD9980.5 .H672 1997
U1  - 658 21
PY  - 1997///
CY  - London, New York
PB  - Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -