TY  - BOOK
AU  - Ford,Robert C.
AU  - Heaton,Cherrill P.
TI  - Managing the guest experience in hospitality
SN  - 9780766814158
PY  - 1999///
CY  - Albany, NY
PB  - Delmar/Thomson Learning
KW  - Hospitality industry
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -