Ford, Robert C  Michael C. Sturman  Cherill P. Heaton  <br/><br/>
Managing quality service in hospitality  : how organizations achieve excellence in the guest experience 

 - United Kingdom  Delmar Cengage learning  2012 
 - xxvii, 516 p.  : ill., Col.,  ; 25.5 cm. 
<br/><br/> Includes glossary and index. 
<br/><br/><label>ISBN: </label>978111307738 (pbk) 1111307738 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality management<br/>Hospitality services--Developing hospitality --Hospitality planning--Employees planning--Hospitality strategy--Hospitality  values--RIHCA
<br/><br/><label>Dewey Class. No.: </label>338.4791  / FOR