TY  - BOOK
AU  - Metters, Richard
AU  - King-Metters, Kathryn
AU  - Pullman, Madeleine
TI  - Successful service operations management
SN  - 9789812542441
U1  - 658.403 4 
PY  - 2004///
CY  - Chennai
PB  - Thomson
KW  - Formulating strategy
KW  - Implementing strategy: desiging the delivery system
KW  - Managing capacity: matching supply and demand
KW  - Operating the system: tools for managing services
ER  -