00538nam a22001337a 450000500170000002000230001708200160004010000160005624500470007226000300011930000360014950000510018565001680023620260623171615.0  a9780851999951(pbk)  a910.68bLAW  aLaws, Eric   aImproving tourism and hospitality services  aUKbCABI Publishingc2004  axviii, 203 p.b: ill.c; 21 cm.  aIncluded bibliographical references and index.  aHospitability managementaRecreation managementvQuality managementvCustomer satisfactionvQuality controlvGuest relationsvService qualityvService designvRSBM