TY  - BOOK
AU  - Ford,Robert C.
AU  - Sturman,Michael C.
AU  - Heaton,Cherrill P.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience 
SN  - 1439060320 (hardback)
U1  - 647.94068 
PY  - 2012///]
CY  - Clifton Park, N.Y.
PB  - Delmar Cengage Learning
KW  - Hospitality industry
KW  - Management
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references and index
ER  -