TY  - GEN
AU  - Ford, Robert C.
AU  - Heaton, Cherrill P.
TI  - Managing the guest experience in hospitality
AV  - TX911.3 C8For
PY  - 2000///
PB  - Delmar Cengage Learning
KW  - Customer relations
KW  - Hospitality industry
N1  - 21751
ER  -