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. ISBN: 1439060320 (hardback) 9781439060322 (hardback) Subjects--Topical Terms: Hospitality industry--Management.Hospitality industry--Customer services.Hospitality industry--Quality control. Dewey Class. No.: 647.94068 / FOR 2012