Ford, Robert C. <br/><br/>
Managing the guest experience in hospitality / 
Robert C. Ford, Cherill P. Heaton. 
 - Albany, NY :  Delmar,  c2000. 
 - xxiv, 432 p. : ill. 
<br/><br/> Includes glossary, bibliographical references and index. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Customer services