TY  - BOOK
AU  - Ford,Robert C.
AU  - Sturman,Michael C.
AU  - Heaton,Cherrill P.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience
SN  - 9781439060322
AV  - TX911.3.M27 F67 2012
PY  - 2012///
CY  - Clifton Park, N.Y.
PB  - Delmar, Cengage Learning
KW  - Hospitality industry
KW  - Management
KW  - Local
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -