Contributor biographical information for Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.


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Robert C Ford (Ph.D. Arizona State) is currently a professor of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he teaches management of service organizations. He joined UCF as the chairman of its hospitality department after serving as the head of management at the University of Alabama at Birmingham. He was UCF's COBA the Associate Dean for Graduate and External Programs for five years. Bob has authored or coauthored numerous publications currently focusing on service management in both top research and practitioner journals. He serves on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal, Journal of Leadership and Organizational Studies and is the associate editor of the Journal of Service Management. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence, Managing Destination Marketing Organization and most recently The Fun Minute Manager. Bob has served the Southern Management Association (SMA) in every elective office including president. He has held important roles in other organizations as well. He was a founding member and later Chair of the Accreditation Commission for Programs in Hospitality Administration and currently serves on the Destination Marketing Accreditation Commission. Bob has been recognized for his work by organizations he served including the Distinquished Service Award from AOM's MED, election to SMA Fellows, election as its dean and SMA Distinquished Service Award. In recognition of his service to hospitality education he was given the Paul Brown Award by the Florida Hotel and Lodging Association.


Library of Congress subject headings for this publication:
Hospitality industry -- Management.
Hospitality industry -- Customer services.