TY  - BOOK
AU  - Ford, Robert C.
AU  - Heaton, Cherill P.
AU  - Sturman, Michael C.
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest expirience
SN  - 9781111307738
U1  - 647.940 
PY  - 2012///
CY  - China
PB  - Cengage
ER  -