Breaking the Cycle of Failure in Services PDF Download
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Author: Leonard A. Schlesinger
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Leonard A. Schlesinger
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Marla C. Haims
Publisher: Rand Corporation
ISBN: 0833044664
Category : Law
Languages : en
Pages : 57
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Book Description
Insecurity in the 21st century appears to come less from the collisions of powerful states than from the debris of imploding ones. Failed states present a variety of dangers: religious and ethnic violence; trafficking of drugs, weapons, blood diamonds, and humans; transnational crime and piracy; uncontrolled territory, borders, and waters; terrorist breeding grounds and sanctuaries; refugee overflows; communicable diseases; environmental degradation; and warlords and stateless armies. Regions with failed states are at risk of becoming failed regions, like the vast triangle from Sudan to the Congo to Sierra Leone. For security, material, and moral reasons, leading states cannot ignore failed ones. While no two failed states are alike, all typically suffer from cycles of violence, economic breakdown, and unfit government, rendering them unable to relieve the suffering of their people, much less empower them. This paper aims to improve the understanding and treatment of failed states by offering an integrated approach based on two ideas: that certain critical challenges at the intersections between security, economics, and politics must be met if the cycle is to be broken and that, in meeting those critical challenges, the guiding goal should be to lift local populations from the status of victims of failure to agents of recovery.
Author: Jochen Wirtz
Publisher: World Scientific
ISBN: 1944659072
Category : Business & Economics
Languages : en
Pages : 704
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Book Description
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Author: Jochen Wirtz
Publisher: FT Press
ISBN: 0133358976
Category : Business & Economics
Languages : en
Pages : 1383
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Book Description
Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Author: Christopher Lovelock
Publisher: Pearson Australia
ISBN: 1486004768
Category : Business & Economics
Languages : en
Pages : 529
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Book Description
"Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing."
Author: Anna Pistoni
Publisher: Emerald Group Publishing
ISBN: 1787148467
Category : Business & Economics
Languages : en
Pages : 329
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Book Description
This book intends to present and discuss the main challenges that companies interested in servitization strategies have to overcome, with a particular focus on the design of managerial control systems. The book can represent a useful tool for companies interested developing successful servitization strategies.
Author: James L. Heskett
Publisher: Berrett-Koehler Publishers
ISBN: 1626565864
Category : Business & Economics
Languages : en
Pages : 324
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Book Description
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Author: Erdogan Koc
Publisher: CABI
ISBN: 1786390671
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
Author: Williams, Richard
Publisher: McGraw-Hill Education (UK)
ISBN: 0335219179
Category : Education
Languages : en
Pages : 229
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Book Description
Truancy, delinquency and school-exclusion pose major challenges to the drive to promote social inclusion and raise standards for all. Many children who are truants or become excluded from school have inherited a sense of ‘educational alienation’ from their parents, whose own negative perceptions of the education system make it difficult for them to collaborate with the school. In this groundbreaking book, the authors show how the cycle of educational alienation can be broken, to enable parents and schools to work together to contribute to children’s educational, social and emotional well-being. They illustrate this by exploring a highly successful initiative in a school with severe socio-economic disadvantages, which, in conjunction with a school-based social work service, developed an effective family-teacher-community alliance. They demonstrate the substantial improvements that such a multiprofessional approach can bring about in reducing truancy, delinquency and exclusion and helping children to become positive, fulfilled and included members of their schools and communities. Breaking the Cycle of Educational Alienationis key reading for teachers and trainee teachers, child psychologists, educational psychologists and social workers, whose task it is to ensure that ‘Every Child Matters’.
Author: Barrie G. Dale
Publisher: John Wiley & Sons
ISBN: 1118762177
Category : Business & Economics
Languages : en
Pages : 642
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Book Description
Managing Quality, Fifth Edition is an essential resource for students and practitioners alike. This popular and highly successful introduction to Quality Management has been fully revised and updated to reflect recent developments in the field Includes new chapters on Improvement Approaches, Six Sigma, and new challenges in Quality Management Combines the latest information on the ISO 9000 quality management system series standards with up-to-date tools, techniques and quality systems Material has been re-ordered and changes to terminology have been made to bring the book completely up to date Provides a popular resource for students, academics, and business practitioners alike
