Ford, Robert C.   1945- <br/><br/>
Managing the guest experience in hospitality / 
Robert C. Ford, Cherrill P. Heaton. 
 - Albany, NY :  Delmar/Thomson Learning,  c1999. 
 - xxiv, 432 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780766814158 
<br/><br/><label>LCCN: </label>99-049972 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Customer services.