%0 Book %A Ford, Robert C. %I Delmar, Cengage Learning %D 2012 %C Clifton Park %G English %@ 9781439060322 1-4390-6032-0 %T Managing quality service in hospitality : how organizations achieve excellence in the guest experience %U http://www.loc.gov/catdir/enhancements/fy1303/2010936298-d.html %U http://www.loc.gov/catdir/enhancements/fy1303/2010936298-b.html