Managing quality service in hospitality : how organizations achieve excellence in the guest experience /
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.
9781439060322 (hbk.)
Hospitality industry--Management.
Hospitality industry--Customer services.
338.4791068 / FOR 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.
9781439060322 (hbk.)
Hospitality industry--Management.
Hospitality industry--Customer services.
338.4791068 / FOR 2012