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Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.

By: Ford, Robert C.
Material type: materialTypeLabelBookPublisher: Albany, NY : Delmar/Thomson Learning, c2000. Albany, NY : Delmar/Thomson Learning, c2000. Description: xxiv, 432 p.: ill ; 25 cm.ISBN: 0766814157.Subject(s): Hospitality industry -- Customer services
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