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. - Australia : Delmar Cengage Learning, 2012. - 516 p. : ill. (chiefly col.), col. maps.
Includes bibliographical references and index
9781439060322
Hospitality industry--Management
Hospitality industry--Customer services
TX 911.3 .M27 / F672M
Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton. - Australia : Delmar Cengage Learning, 2012. - 516 p. : ill. (chiefly col.), col. maps.
Includes bibliographical references and index
9781439060322
Hospitality industry--Management
Hospitality industry--Customer services
TX 911.3 .M27 / F672M