TY  - BOOK
AU  - Ford, Robert C.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience 
SN  - 9781111307738
AV  - TX 911.3.M27 .F755 2012
PY  - 2012///
CY  - Ney York
PB  - Delmar Cengage Learning
KW  - Hospitality industry
KW  - Customer services
KW  - Management
KW  - Quality control
N1  - Includes bibliographical references and index; TOU
ER  -