01005nam a2200253Ia 450000100070000000500170000700800410002401000170006502000180008202000150010003500240011504000620013904200140020105000260021510000270024124501630026826000570043130000370048850400510052565000450057665000510062170000480067270000310072031053020200408092950.0100902s2012    nyua     b    001 0 eng d  a  2010936298  a9781439060322  a1439060320  a(OCoLC)ocn720477603  aSISPLcSISPLdADdYDXCPdBTCTAdDEBSZdBWXdMUUdH9ZdDLC  alccopycat00aTX911.3.M27bF67 20121 aFord, Robert C.2Local10aManaging quality service in hospitalitybhow organizations achieve excellence in the guest experiencecRobert C. Ford, Michael C. Sturman, Cherrill P. Heaton.  aClifton Park, N.Y.bDelmar, Cengage Learningcc2012.  axxvii, 516 p.bcol. ill.c27 cm.  aIncludes bibliographical references and index. 0aHospitality industryxManagement.2Local 0aHospitality industryxCustomer services2Local1 aSturman, Michael C.q(Michael Craig)2Local1 aHeaton, Cherrill P.2Local