TY  - BOOK
AU  - Ford, Robert C.
AU  - Sturman, Michael C.;Heaton, Cherrill P., co-author.
ED  - 
ED  - 
ED  - 
ED  - 
TI  - : how organizations achieve excellence in the guest experience 
SN  - 9781439060322 (hardback)
SN  - 2
PY  - 2012///;copyright 201246
CY  - Australia
PB  - Delmar, Cengage Learning
KW  - 
KW  - 2
KW  - 0
KW  - 6
KW  - 20
KW  - Management.;Customer services
KW  - Hospitality industry;Hospitality industry
N1  - Includes bibliographical references and index; 5
ER  -