TY  - BOOK
AU  - Schmenner, Roger W.
TI  - Service operations management
SN  - 0 02 406811 X
U1  - BCir. 658 
PY  - 1995///
CY  - --New Jersey
PB  - Prentice Hall, Inc.
N1  - Includes index; Contents  -- the nature of services  -- supporting the service encounter  --flows, bottlenecks, and balance  --bottlenecks in space and time: layouts and variability  --making quality happen  -- making quality happen  -- service standards, plans, schedules, and controls  -- matching demand and supply  -- managing inventories: time-independent systems  -- issues in logistics, location, and franchising
ER  -