Managing Quality Services in hospitality:How organizations achieve excellence in the guest experience 
Robert C. Ford , Michael C. Sturman and Cherrill P. Heaton 
 - Australia  Delmar Cengage learning  2012 
 - xxvi,  ill  24cm 
<br/><br/><label>ISBN: </label>9781111307738 
<br/><br/><label>LC Class. No.: </label>HD9980.5F673 2012