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Agency and Transformation
Researchers need the concept of agency to address diverse and urgent social problems of our time. Cultural-historical activity theory, originally started with Vygotsky, is widely used in education, psychology, sociology, and transdisciplinary contexts. Scholars and students in diverse disciplines will benefit from this volume.
Delivering Quality Service
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system ...
The Complete Book of the World Rally Championship
For 30 years some of the most talented and bravest drivers have battled across the continents of the world to claim what is arguably motorsport's toughest prize: the World Rally Championship. Now a multi-million dollar, global technology battle and terrestrial television phenomenon played out over the frozen wastes of Finland, the dusty plains of Australia and the sun-kissed mountain roads of Corsica, the WRC has reached its 30th birthday. This book celebrates that important milestone and paints an exhaustively detailed picture of the people and personalities who have shaped this great sport. The Complete Book of the World Rally Champions provides a biographical account of the 65 men who have won at least one World Championship Rally since 1973. The biographies are compiled by the sport's leading writers and historians and complemented by stunning photography. The book includes a detailed and accurate statistical career record of each driver, plus highlights of all the significant cars.
Service Quality
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The Service-Dominant Logic of Marketing
Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for the marketing discipline. This new paradigm is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. Service-dominant logic defines service as the application of competencies for the benefit of another entity and sees mutual service provision, rather than the exchange of goods, as the proper subject of marketing. It moves the orientation of marketing from a "market to" philosophy where customers are promoted to, targeted, and captured, to a "market with" philosophy where the customer and supply chain partners are collaborators in the entire marketing process. The editors elaborate on this model through an historical analysis, clarification, and extension of service-dominant logic, and distinguished marketing thinkers then provide further insight and commentary. The result is a more comprehensive and inclusive marketing theory that will challenge both current thinking and marketing practice.
Handbook of Cross-Cultural Marketing
Going global can be risky business if you don't divest yourself of your ethnocentric thinking. You have to take into consideration your new market's language, work schedules, tastes, lifestyle choices, and cultural associations, and this is the book to help you do that! Handbook of Cross-Cultural Marketing shows you how to sensitize your marketing approaches to the cultural norms and taboos of other societies, as well as the importance of demonstrating an interest in and appreciation of different cultures. Designed to assist both American and foreign companies, Handbook of Cross-Cultural Marketing shows you how to increase your chance at success in international markets. It identifies and ex...
Handbook of CRM
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Superfast Rally Car Racing
Thrill racing fans with this look at rally car racing! Exciting photos and interesting facts help readers discover the history of rally car racing, what a typical race day looks like, and more.
Handbook on Customer Centricity
Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.
