Managing quality service in hospitality :
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. - 1st ed. - Ney York : Delmar Cengage Learning, c2012. - 516 p. : col. ill. ; 26 cm.
Includes bibliographical references and index.
9781111307738
Hospitality industry--Customer services.
Hospitality industry--Management.
Hospitality industry--Quality control.
TX 911.3.M27 / .F755 2012
Managing quality service in hospitality : how organizations achieve excellence in the guest experience / �Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton. - 1st ed. - Ney York : Delmar Cengage Learning, c2012. - 516 p. : col. ill. ; 26 cm.
Includes bibliographical references and index.
9781111307738
Hospitality industry--Customer services.
Hospitality industry--Management.
Hospitality industry--Quality control.
TX 911.3.M27 / .F755 2012