00813nam a22002057a 4500 19735 20261006005112.0 150324b xxu||||| |||| 00| 0 eng d 9781439060322 (hbk.) 338.4791068 FOR 2012 Ford, Robert C. 9379 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. Hospitality industry Management. 16008 Hospitality industry Customer services. 20826 Sturman, Michael C. 20911 Heaton, Cherril P. 20912 ddc OS 19735 19735 0 0 ddc 0 0 NU NU GEN 2015-03-24 1 338.4791068 FOR 2012 1000022760 2018-01-03 00:00:00 2017-11-22 286.20 2015-03-24 OS