This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/01443579910247383. When citing the article, please cite: Robert Johnston, (1999), “Service operations management: return to roots”, International Journal of Operations & Production Management, Vol. 19 Iss: 2, pp. 104 - 124.
(2005), "Erratum", International Journal of Operations & Production Management, Vol. 25 No. 12, pp. 1278-1297. https://doi.org/10.1108/01443570510633657Download as .RIS
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