Ford, Robert C. <br/><br/>
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. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>9781111307738     ; 1111307733     ; 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Management.
<br/><br/><label>Call Number: </label>TX911.3.M27 F67 2012 
<br/><br/><label>Contributor(s): </label>Sturman, Michael C. Heaton, Cherrill P.