00574nam a22001337a 450000500170000002000240001708200190004110000550006024500360011526000460015130000380019750000510023565001540028620260802171221.0  a9780470177143 (pbk)  a647.94068bHOT  aMichael J. O'Fallon (editor)aDenney G. Rutherford  aHotel management and operations  aNew JerseybJohn Wiley & Sons, Inc.c2011  axviii, 494 p.b: ill.c; 23.8 cm.  aIncludes bibliographical references and index.  aHospitality managementaHospitality industryvTourism managementvHospitality leadershipvHotel managementvCustomer servicevHotel operationsvRIHCA