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Ford, Robert C. 4 0

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / 6 6 Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton. - - - xxvii, 516 pages : color illustrations 27 cm. - - - - - . - . - 0 . - . - 0 .



Includes bibliographical references and index.



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ISBN: 9781439060322 (hardback)

ISSN: 2 = =

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LCCN: 2010936298

Nat. Bib. No.: 2

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Subjects--Topical Terms:
Hospitality industry;Hospitality industry ----Management.;Customer services.----20--

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LC Class. No.: TX911.3.M27 / F68 20122

Dewey Class. No.: 338.4791068 F755m 2012 / 223

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