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Ford, Robert C. 1945-

Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton. - Albany, NY : Delmar/Thomson Learning, c2000. - xxiv, 432 p. : ill. ; 24 cm.

Includes bibliographical references and index.

ISBN: 0766814157

LCCN: 99049972

Subjects--Topical Terms:
Hospitality industry--Customer services.

LC Class. No.: TX911.3 / .F67 2000

Dewey Class. No.:

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