Managing quality service in hospitality
Ford, Robert C.
Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton. - Clifton Park, N.Y. Delmar, Cengage Learning c2012. - xxvii, 516 p. col. ill. 27 cm.
Includes bibliographical references and index.
9781439060322 1439060320
2010936298
Hospitality industry--Management.
Hospitality industry--Customer services
TX911.3.M27 / F67 2012
Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton. - Clifton Park, N.Y. Delmar, Cengage Learning c2012. - xxvii, 516 p. col. ill. 27 cm.
Includes bibliographical references and index.
9781439060322 1439060320
2010936298
Hospitality industry--Management.
Hospitality industry--Customer services
TX911.3.M27 / F67 2012