Ford, Robert C. <br/><br/>
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. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9781439060322 1439060320 
<br/><br/><label>LCCN: </label>2010936298 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Management.<br/>Hospitality industry--Customer services
<br/><br/><label>LC Class. No.: </label>TX911.3.M27  / F67 2012