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Edinburgh Companion to James Hogg
A guide devoted to its subject, the book draws on recent breakthroughs in research on Hogg to illuminate the urgent debates and fruitful contexts that helped to shape his writings. Essays written by an international team of scholars provide an indispensab
Picturing Scotland through the Waverley Novels
Innovative and accessibly written, Picturing Scotland examines the genesis and production of the first author-approved illustrations for Sir Walter' Scott's Waverley novels in Scotland. Consulting numerous neglected primary sources, Richard J. Hill demonstrates that Scott, usually seen as disinterested in the mechanics of publishing, actually was at the forefront of one of the most innovative publishing and printing trends, the illustrated novel. Hill examines the historical precedents, influences, and innovations behind the creation of the illustrated editions, tracking Scott's personal interaction with the mechanics of the printing and illustration process, as well as Scott's opinions on v...
Marketing
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Economy in Changing Society
Economy is embedded in ongoing concrete social networks, and economic processes are increasingly international in character. Three interrelated processes are crucial for setting the frame of analysis for this book: globalisation, development of post-industrial societies, and transformation of European post-socialist countries. Within this framework the main issues are as follows: (1) Economies in transition: reliable patterns, imitation, local adaptation, cultural embeddedness; (2) Multiplicity of markets: commodification of life, new markets in old societies; (3) Economic behavior: households, micro-enterprises, local and global influences; (4) Contemporary polities, i.e. states, the Europe...
Remote Service Technology Perception and its Impact on Customer-Provider Relationships
Stefanie Paluch employs multiple qualitative methods to explore the perception of remote services and its impact on customer-provider relationships in USA, Germany and Sweden. She develops a comprehensive model about customers’ holistic remote service experience and derives theoretical propositions that reflect main influence factors.
Satisfaction: A Behavioral Perspective on the Consumer
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
A Multidisciplinary Approach to Service Encounters
In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.
Internal Marketing
This work represents a resource of the current research and conceptual development in internal marketing. It features case studies covering a wide range of sector and industry applications.
Organizing Innovation
New Public Management as an administrative reform ideology as well as conceptual innovation has changed the outlook of public administration during the last ten years. Public administration and public administration reform should not only be concerned with the improvement of the efficiency and coherence which play an important role in public administration, but also political values like liberty, equity and security as well as legal values like the rule of the law. The modernization agenda of public administration has a rather internal focus, while the ultimate test for the modernization of public administration is the way in which governments are able to respond to changing social, cultural and economic conditions and the wicked policy problems which result from them. This publication contains interesting contributions to the science and practice of public administration.
Law Democratized
"Millions of Americans do not recognize their problems can be solved through legal tools. Law democratized offers a blueprint for expanding access to legal help for all regardless of resources. Building upon more than a decade of research about innovation in legal services around the globe, the book features stories of what works and what doesn't to craft a series of recommendations for solving the justice crisis"--
