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/><label>ISBN: </label>9781439060322 (hbk.)  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Management. <br/>Hospitality industry--Customer services. 
<br/><br/><label>Dewey Class. No.: </label>338.4791068   / FOR 2012