Achieving Service Excellence, Second Edition (Ache Management)
Myron D. Fottler, PhD, is professor and executive director of the Health Services Administration Program at the University of Central Florida, where he teaches courses in healthcare human resources management, service management and marketing, and dissertation research. He has written and published 14 books and more than 100 journal articles. Robert C. Ford, PhD, is a professor of management at the University of Central Florida. He has authored or coauthored over 100 articles, books and presentations. Cherrill P. Heaton, PhD, is a professor of organizational communications at the University of North Florida. In addition to teaching organizational and business communications in the MBA and M.Acc. programs, he has taught over 100 short courses for business and industry in these areas. He is the editor of Management by Objectives in Higher Education; coauthor of Essentials of Modern Investments; and coauthor of several articles and three books-Principles of Management: A Decision Making Approach, Organization Theory: An Integrative Approach, and Managing the Guest Experience in Hospitality. He is managing editor of The Academy of Management Executive.