Ford, R. C., Sturman, M. C., & Heaton, C. P. (2012). Managing quality service in hospitality: How organizations achieve excellence in the guest experience (international edition.). Delmar, Cengage Learning.
Citação norma ChicagoFord, Robert C., Michael C. Sturman, and Cherrill P. Heaton. Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience. international edition. Clifton Park, N.Y.: Delmar, Cengage Learning, 2012.
Citação norma MLAFord, Robert C., et al. Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience. international edition. Delmar, Cengage Learning, 2012.
Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.