Ford, Robert C.

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

Includes bibliographical references and index.

1439060320 (hardback) 9781439060322 (hardback)


Hospitality industry--Management.
Hospitality industry--Customer services.
Hospitality industry--Quality control.

647.94068 / FOR 2012