TY  - BOOK
AU  - Ford, Robert C.
AU  - Sturman, Michael C.
AU  - Heaton, Cherrill P.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience 
SN  - 9781439060322
AV  - TX 911.3 .M27 F672M
PY  - 2012///
CY  - Australia
PB  - Delmar Cengage Learning
KW  - Hospitality industry
KW  - Management
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -