TY  - GEN
AU  - Ford,Robert C.
AU  - Heaton,Cherrill P.
AU  - Sturman,Michael C.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience 
SN  - 9781439060322 (hbk.)
AV  - TX911.3.M27 F68 2012
U1  - 658.56474 
PY  - 2012///
CY  - Clifton Park, N.Y.
PB  - Delmar, Cengage Learning
KW  - Hospitality industry
N1  - Includes bibliographical references and index
ER  -