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Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Ph.D., University of Central Florida, Michael C. Sturman, Ph.D., Cornell University, Cherrill P. Heaton, Ph.D., University of North Florida.

By: Ford, Robert C [author.]Contributor(s): Sturman, Michael C. (Michael Craig) [author.] | Heaton, Cherrill P [author.]Material type: TextTextPublisher: [Clifton Park, New York?] : Delmar Cengage Learning, [2012]Copyright date: ©2012Edition: International student editionDescription: xxvii, 516 pages : illustrations (black and white, and colour) ; 26 cmContent type: text | still image Media type: unmediated Carrier type: volumeISBN: 9781111307738 (pbk.) :Subject(s): Hospitality industry -- Management | Hospitality industry -- Customer services | Hospitality industry -- Quality controlDDC classification: 647.9'4'068 Summary: This text teaches the concept and principles of treating customers as guests and creating a 'wow' experience for them.
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Book Book Paul Hamlyn Library Paul Hamlyn Library Floor 3 647.94068 FOR (Browse shelf(Opens below)) Available 06150845
Book Book Paul Hamlyn Library Paul Hamlyn Library Floor 3 647.94068 FOR (Browse shelf(Opens below)) Available 06151795
Book Book Paul Hamlyn Library Paul Hamlyn Library Floor 3 647.94068 FOR (Browse shelf(Opens below)) Available 06151809
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Includes bibliographical references and index.

This text teaches the concept and principles of treating customers as guests and creating a 'wow' experience for them.

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