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Managing quality service in hospitality : how organizations achieve excellence in the guest experience /

Ford, Robert C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford ; Michael C. Sturman and Cherrill P. Heaton. - Clifton Park, N.Y. : Delmar, Cengage Learning, c2012. - xxvii, 516 p. : ill. ; 27 cm.

Includes bibliographical references and index.

ISBN: 9781439060322 (hbk.)

LCCN: 2010936298

Subjects--Topical Terms:
Hospitality industry.

LC Class. No.: TX911.3.M27 / F68 2012

Dewey Class. No.: 658.56474 / FOR

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