By John H. King and Ronald F. Cichy Pearson-Prentiss Hall, Upper Saddle River New Jersey, 2005, (softcover) Quality improvement programs have been widely implemented in the hospitality industry over the past decade, but few books on the subject have been written by individuals with experiences like that of John King. As CEO of a major regional contract company, King knows firsthand the challenges of satisfying the myriad of expectations that come from internal and external customers, and ...

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