Ford, Robert C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman and Cherrill P. Heaton. - Clifton Park, NY : Delmar Learning, 2012. - xxvii, 516 p. : col. ill. ; 26 cm.

Includes index.

9781111307738 ; 1111307733 ;


Hospitality industry--Management.

TX911.3.M27 F67 2012

Sturman, Michael C. Heaton, Cherrill P.
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