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Managing quality service in hospitality : how organizations achieve excellence in the guest experience / by Robert C. Ford, Michael C. Sturman and Cherrill P. Heaton

By: Ford, Robert C.
Contributor(s): Sturman, Michael C | Heaton, Cherrill P.
Material type: materialTypeLabelBookPublisher: Clifton Park, N.Y. : Delmar, Cengage Learning, 2012Description: xxvii, 516 p. : col. ill. ; 27 cm.ISBN: 9781439060322; 1439060320.Subject(s): Hospitality industry -- Management | Hospitality industry -- Customer servicesDDC classification: 647.94068
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