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Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford ; Michael C. Sturman and Cherrill P. Heaton.

By: Contributor(s): Publication details: Clifton Park, N.Y. : Delmar, Cengage Learning, c2012.Description: xxvii, 516 p. : ill. ; 27 cmISBN:
  • 9781439060322 (hbk.)
Subject(s): DDC classification:
  • 658.56474 FOR
LOC classification:
  • TX911.3.M27 F68 2012
Item type: Books
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Includes bibliographical references and index.

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