00679pamaa2200205 4500 0000023098 20060605090000.0 0304334855 658 QUA HD62.15 QUA 1996 Quality management in hospitality : best practice in action edited by Andrew Lockwood, Michael Baker and Andrew Ghillyer. New York: Cassell, 1996. vii, 167p.; 24cm. Includes an index Customer service -- Management Service industry -- Quality control Management -- Hospitality Lockwood, Andrew Baker, Michael GHILLYER, Andrew