TY  - BOOK
AU  - Muhlemann, Alan
AU  - Hope, Christine 
TI  - Service operations management: strategy, design and delivery 
SN  - 9780131499157
AV  - HD9980.5 .H791 1997
PY  - 1997///
CY  - London
PB  - Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references
ER  -