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  - 9781111307738
AV  - TX 911.3 .M27F67 2012 
PY  - 2012///
CY  - Spain
PB  - Delmar Cengage Learning
KW  - Hospitality industry--Customer services
KW  - Hospitality industry--Management
KW  - Hospitality industry
N1  - Includes Index
ER  -