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Teaching, Tasks, and Trust
The mere word "bureaucracy" brings to mind images of endless lines, piles of paperwork, and frustrating battles over rules and red tape. But some bureaucracies are clearly more efficient and responsive than others. Why? In Teaching, Tasks, and Trust, distinguished political scientists John Brehm and Scott Gates show that a good part of the answer may be found in the roles that middle managers play in teaching and supporting the front-line employees who make a bureaucracy work. Brehm and Gates employ a range of sophisticated modeling and statistical methods in their analysis of employees in federal agencies, police departments, and social service centers. Looking directly at what front-line w...
Bottom Line Business
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Serving Internal and External Customers
For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education. This unique text uses a model with customers at its center, integrating an organization's service philosophy and strategy, its systems, and its people-management policies that enable it to succeed in the 21st century business environment. With its comprehensive coverage of customer service communication "best practices,"Customer Service" provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers.
Police, Firefighter, and Paramedic Stress
Public safety professionals work together in life-and-death situations. During natural or transportation disasters, industrial accidents, shootings, suicides or dozens of other instances, police officers, firefighters, and paramedics are called upon to assist both injured and uninjured people. Although often romanticized in television series and in films, the real-life tasks of public safety professionals are usually unpleasant--restraining violent individuals and removing accident, homicide, and suicide victims from death scenes--and always highly stressful. They are frequently subjected to additional stress when their efforts are criticized by family members of the injured or deceased. Alt...
Sustainable Value
A small but influential group of mainstream global industry leaders are now reinventing the role of business in society. They are shifting the focus away from minimizing negative impacts to offering new solutions to global problems that the public sector has been unable to tackle alone. In this new competitive environment, societal challenges such as climate change or the alleviation of global poverty are not only risks, but huge business opportunities, not only for niche players, but for mainstream business. These leaders are creating "Sustainable Value". They are creating it through the provision of value to both their shareholders and their stakeholders – an ever-growing list of diverse...
