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Title Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.
Author Ford, Robert C
Published Clifton Park, N.Y. : Delmar, Cengage Learning, c2012
Detail xxvii, 516 p. :ill
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Added Author Sturman, Michael C. (Michael Craig)
  Heaton, Cherrill P
Source Types Book
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