Southville International School and Colleges

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Ford, Robert C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / �Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton. - 1st ed. - Ney York : Delmar Cengage Learning, c2012. - 516 p. : col. ill. ; 26 cm.

Includes bibliographical references and index.



ISBN: 9781111307738

Subjects--Topical Terms:
Hospitality industry--Customer services.
Hospitality industry--Management.
Hospitality industry--Quality control.

LC Class. No.: TX 911.3.M27 / .F755 2012