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A Complaint Is a Gift
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints...
in-Training: Stories from Tomorrow's Physicians
"in-Training: Stories from Tomorrow's Physicians is a compendium of narratives written by medical students on the medical school experience, originally published on in-Training, a peer-edited online publication for medical students, at in-training.org. Each narrative is accompanied by discussion questions written by the medical student editors of in-Training. The compendium is designed as a resource guide for individuals or courses about the medical humanities. This compendium was reviewed by members of the Arnold P. Gold Foundation, a national nonprofit organziation dedicated to promoting humanism in medicine and medical education." -- Back Cover.
Glass Walls
“The practicality and clarity make this a valuable contribution to collections in academic and public libraries.” — Library Journal, Starred Review A new, important, and richly detailed guide to understanding gender bias with practical solutions for leaders, workplace allies, and individual women. Gender bias is a powerful but hidden force that is still holding women back, keeping them from achieving their full potential and limiting organizations from achieving the creativity, problem solving, and growth that are possible with a diverse workforce. In this revealing new book, Amy Diehl and Leanne Dzubinski shine a new light on gender bias in the workplace, uncovering the barriers that ...
The Adweek Directory
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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.
