Ford, Robert C. Heaton, Cherill P. Sturman, Michael C. <br/><br/>
Managing quality service in hospitality: how organizations achieve excellence in the guest expirience 

 - China  Cengage  2012 
<br/><br/><label>ISBN: </label>9781111307738 
<br/><br/><label>Dewey Class. No.: </label>647.940