00686nam a22001457a 450000500170000002000230001702000210004008200180006110000590007924501080013826000500024630000450029650000330034165001660037420260620134959.0  a978111307738 (pbk)  a1111307738 (pbk)  a338.4791bFOR  aFord, Robert CaMichael C. SturmanaCherill P. Heaton   aManaging quality service in hospitalityb: how organizations achieve excellence in the guest experience  aUnited KingdombDelmar Cengage learningc2012  axxvii, 516 p.b: ill., Col.,c; 25.5 cm.  aIncludes glossary and index.  aHospitality managementaHospitality servicesvDeveloping hospitality vHospitality planningvEmployees planningvHospitality strategyvHospitality  valuesvRIHCA