TY  - BOOK
AU  - Hope,Christine
AU  - Muhlemann,Alan
TI  - Services operations management : : strategy, design and delivery / 
SN  - 0131499157   
PY  - 1997///
CY  - London
PB  - Prentice Hall, 
KW  - Services industries
KW  - Management
N1  - Includes indexes
ER  -