000			00817nam a2200217Ia 4500
008			140312s9999 xx 000 0 und d
020			_a9781111307738
050			_aTX 911.3.M27 _b.F755 2012
100			_aFord, Robert C.
245			_aManaging quality service in hospitality : _bhow organizations achieve excellence in the guest experience / _c�Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton.
250			_a1st ed.
260			_aNey York : _bDelmar Cengage Learning, _cc2012.
300			_a516 p. : _bcol. ill. ; _c26 cm.
500			_aIncludes bibliographical references and index.
521			_aTOU
541			_eC17315
650			_aHospitality industry _xCustomer services.
650			_aHospitality industry _xManagement.
650			_aHospitality industry _xQuality control.
942			_kFOR _cBK
999			_c25847 _d25847