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服務品質與管理
服務業在二十一世紀社會中扮演的角色越來越多元，觸角的延伸也更廣泛，包括觀光、餐旅、休閒……，服務無所不在。而對於提供服務的業者來說，如何增進及改善消費者的服務品質，讓消費者願意再次上門消費，其關鍵就在於服務品質的好壞。 本書即著眼在「服務品質與管理」，共六章，從服務的定義、服務品質、消費者滿意度與服務品質、品質管理、服務品質管理、服務品質管理實務策略等，權衡消費者的滿意度，從中西方對服務品質的定義中提出建議、分析與說明，使服務品質與管理能極大化的更臻完善，建立起服務的核心價值與實踐。以饗有興趣一窺此領域的讀者。
Occupational Health Psychology
This ground-breaking textbook is the first to cover the new and rapidly developing field of occupational health psychology. Provides a thorough introduction to occupational health psychology and an accessible overview of the key themes in research and practice Each chapter relates to an aspect of the core education curriculum delineated by the European Academy of Occupational Health Psychology Written by internationally recognized experts in the field Examines a host of contemporary workplace health issues, including work-related stress; the psychosocial work environment; positive psychology and employee well-being; psychosocial risk management; workspace design; organizational research methods; and corporate culture and health
Handbook of Workplace Violence
"This is a valuable resource for researchers and practitioners in the fields of Industrial and Organizational Psychology, Human Resources, Health Psychology, Public Health, and Employee Assistance Programs. It is also an excellent textbook for graduate courses in Organizational Behavior, Occupational Health Psychology, and Organizational Psychology."--
The Future of Trade Unionism
First published in 1997, this volume discusses the conditions for contemporary and future unionism in the light of recent economic, political and managerial changes. It presents theoretical and empirical research from Australia, Austria, Canada, Denmark, Italy, the Netherlands, New Zealand, Russia, South Africa, Sweden and the United States. Part 2 provides a rich international description of threats and challenges to contemporary and future unionism. Part 3 focuses on union strategical and structural change. Part 4 is concerned with the consequences of the changing union environment for member-union relations. Magnus Sverke and the contributors here present research addressing how the changing environmental conditions affect unions and their members and demonstrate the importance of applying an international and multi-disciplinary perspective on the analysis of these issues.
Official Bulletin
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Wellbeing: A Complete Reference Guide, Work and Wellbeing
Part of the six-volume reference set Wellbeing: A Complete Reference Guide, this volume is a comprehensive look at wellbeing in the workplace at organizational, managerial, and individual levels. Discusses the implications of theory and practice in the field of workplace wellbeing Incorporates not only coverage of workplace stress in relation to wellbeing, but also aspects of positive psychology Explores the role of governments in promoting work place well being Part of the six-volume set Wellbeing: A Complete Reference Guide, which brings together leading research on wellbeing from across the social sciences Topics include work-life balance; coping strategies and characters of individuals; characteristics of workplaces and organizational strategies that are conducive to wellbeing; and many more
Two Kinds of Truth
If the truth doesn't get him - the lies will. 'Two Kinds of Truth is as brilliant as anything Connelly has written. A super-gripping thriller' Evening Standard * * * * * Harry Bosch works cold cases, helping out the under-funded San Fernando police department. When a double murder at a local pharmacy is called in, Bosch is the most seasoned detective on the scene. But with experience, come the ghosts of long-forgotten crimes. A death row inmate claims Bosch framed him, and that new DNA evidence proves it. The LAPD investigators say the case is watertight, leaving Bosch out in the wilderness to clear his name and keep a sadistic killer behind bars. There's only one person he can trust to help...
