Ford, Robert C.  1945- <br/><br/>
Managing the guest experience in hospitality / 
Robert C. Ford, Cherrill P. Heaton. 
 - Albany, NY :  Delmar/Thomson Learning,  c2000. 
 - xxiv, 432 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0766814157 
<br/><br/><label>LCCN: </label>99049972  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Customer services.
<br/><br/><label>LC Class. No.: </label>TX 911.3 C8  / F67 2000 
<br/><br/><label>Dewey Class. No.: </label>647.94/068//