Search Results for customer relations

Mastering customer relations / Roger I. Cartwright.

2024-05-04T22:07:53Z

by Cartwright, Roger.
Call Number 658.812 CAR
Publication Date 2000
Format: Books

Improving Customer Relations : Episode 06: Listening Skills [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303579.1)
Summary The majority of time spent a work involves listening, and research shows that people aren't very good at it. This video highlights why listening is important, how to develop your listening skills, and when to use closed and open questions.
Format: Other
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Improving Customer Relations : Episode 04: Communication Skills [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303582.1)
Summary Communication skills are an essential skills for every business. This video looks at the three ways that people take in information, the three components of face-to-face communication, and how they should be used together when planning your communications.
Format: Other
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Improving Customer Relations : Episode 09: Internal Customer Care [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303586.1)
Summary This clip demonstrates how the SiPoC model can be used to define your internal and external customers and suppliers. It also looks at how improvements for internal customers can make work easier.
Format: Other
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Improving Customer Relations : Episode 11: Summary and Conclusion [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303588.1)
Summary The final episode of this series reviews and summarises all that has been covered in the previous 10 episodes. It also asks learners to commit to using three things that they have learned about in their workplace.
Format: Other
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Improving Customer Relations : Episode 02: Who Are Your Customers? [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303587.1)
Summary This video looks at how the experiences of your customer affect future communications. The video also highlights how your customers might be a wider group than you think, and the reasons for providing excellent customer care.
Format: Other
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Improving Customer Relations : Episode 10: Resolving Problems for Customers [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303589.1)
Summary This clip teaches learners about the importance of resolving problems for customers well, and the best approaches to take to resolving issues. The video also covers some useful customer complaint statistics, and how to use the 'brain see-saw' to avoid being emotional hijacked by a complaint.
Format: Other
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Improving Customer Relations : Episode 03: What Is Customer Care? [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303580.1)
Summary This clip looks at the three elements of customer care-personal, physical, and procedural. Students will learn how to re-frame the customer experience, what good customer care is, and the benefits of treating a customer as a guest.
Format: Other
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Improving Customer Relations : Episode 07: Using Telephone and Internet [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303585.1)
Summary Answering the telephone is a different skill to face-to-face communication. This clip elaborates on these difference and demonstrates the dos and don'ts of phone conversations. It also looks at the ways in which the internet has changed the way business communicate with customers.
Format: Other
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[The Business of service] [digital videorecording] : the art of customer relations.

2024-05-04T22:07:53Z

by National Tourist Industry Training Committee.
Call Number TR DVD 658.812 BUS
Publication Date 1987
Summary Demonstrates the art of customer service.
Format: Other

Improving Customer Relations : Episode 01: Improving Communications with Your Customers [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303581.1)
Summary Lesley Coleman introduces the series and its objectives, and teaches students about the power of habit.
Format: Other
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Improving Customer Relations : Episode 05: Leading Your Customer to a Solution [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303583.1)
Summary This video teaches learners how to establish rapport with a distressed customer. It shows how to pace and lead a conversation with a customer to avoid reacting to their emotions.
Format: Other
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Improving Customer Relations : Episode 08: Communicating with People with Additional Needs [electronic resource]

2024-05-04T22:07:53Z

by ClickView (Firm)
Call Number XX(303584.1)
Summary Every customer has different needs, and there are some who may require additional assistance. This clips teaches learners how to better deal with these needs, how to assist customers from different cultural and linguistic backgrounds, and when to use an interpreter.
Format: Other
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Superstar Customer Service [electronic resource] : A 31-Day Plan to Improve Client Relations, Lock in New Customers, and Keep the Best Ones Coming Back for More

2024-05-04T22:07:53Z

by Conlow, Rick.
Call Number 658.812
Publication Date 2013
Format: Electronic Resources
Click here to view book

The Constant Customer [electronic resource] : Keep Them Coming Back Again and Again and Again?

2024-05-04T22:07:53Z

by Doane, Darryl.
Call Number 658.43
Publication Date 2008
Summary These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care
Format: Electronic Resources
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Customer Relationship Management [electronic resource].

2024-05-04T22:07:53Z

by Buttle, Francis.
Call Number 658.812
Publication Date 2004
Summary Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=289003

More awkward customers [digital videorecording]

2024-05-04T22:07:53Z

Call Number TR DVD 658.85 MOR
Publication Date 1989 1988 1987 1986 1985
Summary John Cleese shows a variety of methods for dealing with awkward customers.
Format: Other

Customer service [digital videorecording] : how to make customers feel good.

2024-05-04T22:07:53Z

Call Number TR DVD 658.812 CUS
Publication Date 2009 2008 2007 2006 2005
Summary This program features the seven service skills. These are the basic courtesies and people skills that makes customer feel important, appreciated and understood.
Format: Other

Tricky customers [digital videorecording] : how to stay cool under pressure.

2024-05-04T22:07:53Z

Call Number TR DVD 658.812 TRI
Publication Date 2006
Summary This program gives a simple plan for dealing with tricky customers. Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please. The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose. Take the H.E.A.T. is a simple plan for dealing with angry or irate customers. Hear them out, Empathise, Apologise, Take action. The techniques in this program will have a positive influence on most tricky customers. They will feel they are being dealt with professionally and the service giver will know they have done their best. This combination will secure the best outcome.
Format: Other

Love thy customer : creating delight, preventing dissatisfaction, and pleasing your hardest-to-please customers / Rick Brinkman and Rick Kirschner.

2024-05-04T22:07:53Z

by Brinkman, Rick.
Call Number 658.812 BRI
Publication Date 2006
Format: Books

Reorganize for Resilience : Putting Customers at the Center of Your Business.

2024-05-04T22:07:53Z

by Gulati, Ranjay.
Call Number 658.812
Publication Date 2010
Format: Electronic Resources
Click here to view book

We : The Ideal Customer Relationship.

2024-05-04T22:07:53Z

by Yastrow, Steve.
Call Number 658.812
Publication Date 2007
Format: Electronic Resources
Click here to view book

The world of superservice : creating profit through a passion for customer service / Ken Irons.

2024-05-04T22:07:53Z

by Irons, Ken.
Call Number 658.812 IRO
Publication Date 1997
Format: Books

101 ways to build better relationships with your customers [electronic resource] / Peter R. Garber.

2024-05-04T22:07:53Z

by Garber, Peter R.
Call Number 658.812 21
Publication Date 2007
Format: Electronic Resources
Click here to view

Commendable customer service [digital videorecording].

2024-05-04T22:07:53Z

by Iacono, Paul.
Call Number TR DVD 658.812 COM
Publication Date 2005
Summary Everyone talks about "customer service." What is it? As the frontline employee, the customer service representative is the most valuable and visible person to the customers - the one they go to first for every type of information and assistance. Viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. It covers the basics - fielding questions, solving problems, cheerfully responding to customer requests - and much more.
Format: Other
Publisher description and instructor's guide http://www.meridianeducation.com/id/5698/Commendable_Customer_Service.htm

Uncommon Service : How to Win by Putting Customers at the Core of Your Business.

2024-05-04T22:07:53Z

by Frei, Frances.
Call Number 658.812
Publication Date 2012
Format: Electronic Resources
Click here to view book

Summary of Frances Frei & Anne Morriss's Uncommon Service.

2024-05-04T22:07:53Z

by Media, IRB.
Call Number 658.81200000000001
Publication Date 2022
Format: Electronic Resources
Click here to view book

Moments of truth [digital videorecording] / producer/director, Jerry Haislmaier; writer, Lillian Spina

2024-05-04T22:07:53Z

by Haislmaier, Jerrold
Call Number TR DVD 658.85 MOM
Publication Date 1968
Summary Summary: This video is based on the writings of Karl Albrect and his code of quality service. Covering many areas of the hospitality industry illustrating how quality customer service can make a difference. You are given 10 essential customer service rules to follow.
Format: Other

Telephone skills that satisfy customers [electronic resource] : unleash the full potential of the telephone / Rick Conlow, Doug Watsabaugh.

2024-05-04T22:07:53Z

by Conlow, Rick.
Call Number 658.812 22
Publication Date 2009
Summary They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with all the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment on the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.
Format: Electronic Resources
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The Intention Economy : When Customers Take Charge.

2024-05-04T22:07:53Z

by Searls, Doc.
Call Number 658.8342
Publication Date 2012
Summary Caveat venditorlet the seller beware While marketers look for more ways to get personal with customers, including new tricks with big data," customers are about to get personal in their own ways, with their own tools. Soon consumers will be able to:  Control the flow and use of personal data  Build their own loyalty programs  Dictate their own terms of service  Tell whole markets what they want, how they want it, where and when they should be able to get it, and how much it should cost And they will do all of this outside of any one vendor's silo. This new landscape we're entering is what Doc Searls calls The Intention Economyone in which demand will drive supply far more directly, efficiently, and compellingly than ever before. In this book he describes an economy driven by consumer intent, where vendors must respond to the actual intentions of customers instead of vying for the attention of many. New customer tools will provide the engine, with VRM (Vendor Relationship Management) providing the consumer counterpart to vendors' CRM (Customer Relationship Management) systems. For example, imagine being able to change your address once for every company you deal with, or combining services from multiple companies in real time, in your own waysall while keeping an auditable accounting of every one of your interactions in the marketplace. These tantalizing possibilities and many others are introduced in this book. As customers become more independent and powerful, and the Intention Economy emerges, only vendors and organizations that are ready for the change will survive, and thrive. Where do you stand?.
Format: Electronic Resources
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Designing Experiences.

2024-05-04T22:07:53Z

by Rossman, J. Robert.
Call Number 658.812
Publication Date 2019
Summary J. Robert Rossman and Mat Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish.
Format: Electronic Resources
Click here to view book

Lessons Unlearned [electronic resource] : 25 Years in Customer Service

2024-05-04T22:07:53Z

by Ragsdale, John.
Call Number 658.12
Publication Date 2014
Format: Electronic Resources
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101 Ways to Really Satisfy Your Customers.

2024-05-04T22:07:53Z

by Griffiths, Andrew.
Call Number 658.812
Publication Date 2007
Summary Lots of practical tips to help you and your staff deliver excellent customer service, ensuring your existing customers keep coming back and new customers are attracted to your business.
Format: Electronic Resources
Click here to view book

Summary [electronic resource] : How to Win by Putting Customers at the Core of Your Business

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.100298345
Publication Date 2014
Summary This work offers a summary of the book: "Uncommon Service: How to Win by Putting Customers at the Core of Your Business" by Frances Frei's and Anne Morris.Summary of the ideas in Frances Frei's and Anne Morris' book: "Uncommon Service" explains that it's not enough to demand that employees deliver a great service. In other words, it is indispensable to design a business model so that all employees deliver excellent service as an every day occurrence. This summary provides a guideline in 5 steps to establish the cornerstones for delivering uncommon service on an ongoing basis.1. Service offeri
Format: Electronic Resources
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Restaurant basics : why guests don't come back--and what you can do about it / Bill Marvin.

2024-05-04T22:07:53Z

by Marvin, Bill.
Call Number 647.950688 MAR
Publication Date 1992
Format: Books
Table of Contents http://www.loc.gov/catdir/toc/onix04/91029481.html Publisher description http://www.loc.gov/catdir/description/wiley033/91029481.html

The Power of Customer Experience : How to Use Customer-Centricity to Drive Sales and Profitability.

2024-05-04T22:07:53Z

by Newman, Martin.
Call Number 658.812
Publication Date 2021
Summary Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today's most successful companies.
Format: Electronic Resources
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CIM Revision Cards [electronic resource].

2024-05-04T22:07:53Z

by Donnelly, Ray.
Call Number 658.812
Publication Date 2012
Summary Designed specifically with revision in mind, the CIM Revision Cards provide concise, yet fundamental information to assist students in passing the CIM exams as easily as possible. A clear, carefully structured layout aids the learning process and ensures the key points are covered in a succinct and accessible manner. The compact, spiral bound format enables the cards to be carried around easily, the content therefore always being on hand, making them invaluable resources no matter where you are. Features such as diagrams and bulleted lists are used throughout to ensure the key points a
Format: Electronic Resources
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Why customers come back : how to create lasting customer loyalty / Manzie R. Lawfer.

2024-05-04T22:07:53Z

by Lawfer, Manzie R., 1946-
Call Number 658.8343 22
Publication Date 2004
Summary Annotation Discovering and utilizing specific activities that will make your customers buy again and again. Annotation Loyal customers are the most important asset of any company--more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and "highly profitable. Companies with a loyal customer base enjoy greater profitability in good economic times and can depend on their loyal customers to help them survive difficult ones. Many businesses display banners proclaiming "Build Customer Loyalty!" but offer no training or tools to accomplish this mission. It is the moral equivalent of an athletic coach cupping his hands around his mouth and yelling at his players, "Score more point!" Why Customers Come Back is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again ... and tell the world why everyone "else should buy from you too! It isn't until a customer buys from you a second, third, or fourth time, that you actually see any profit. So learning how to retain customers is far more important and profitable than chasing new ones. Even a seemingly negligible increase in repeat business--just five percent--produces a whopping 60 percent increase in profits. What customers want today may fall out of favor tomorrow. American business is a fickle master. Technology, the Internet, and overnight delivery to anywhere in the country have made every business global--mom-and-pop corner stores must now compete with businesses thousands of miles away. Customer loyalty levels the playing field. It is the ultimate competitive advantage. The practical advice in Why Customers Come Back is based onthe "real buying habits of "real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them ... right.
Format: Electronic Resources
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Focusing on Your Customer.

2024-05-04T22:07:53Z

by Review, Harvard Business.
Call Number 658.812
Publication Date 2010
Summary Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers.
Format: Electronic Resources
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Be your customer's hero [electronic resource] : real-world tips & techniques for the service front lines / Adam Toporek

2024-05-04T22:07:53Z

by Toporek, Adam
Call Number 658.812 TOP
Publication Date 2015
Summary On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format: Electronic Resources
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Leading the Customer Experience [electronic resource] : Inspirational Service Leadership

2024-05-04T22:07:53Z

by Cook, Sarah, Ms.
Call Number 658.812
Publication Date 2015
Summary Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation's strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member's motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook's vision for Leading
Format: Electronic Resources
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Managing Customer Service Super Series [electronic resource].

2024-05-04T22:07:53Z

by Institute of Leadership & Mana, Institute of Leadership &.
Call Number 658.812
Publication Date 2012
Summary Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Format: Electronic Resources
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Think Human : The Customer Experience Revolution in the Digital Age.

2024-05-04T22:07:53Z

by Duha, Olivier.
Call Number 658.812
Publication Date 2024
Summary Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Format: Electronic Resources
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Designing experiences / J. Robert Rossman and Mathew D. Duerden ; foreword by B. Joseph Pine II.

2024-05-04T22:07:53Z

by Rossman, J. Robert (James Robert), 1946-, author.
Call Number 658.5 ROS
Publication Date 2019
Summary J. Robert Rossman and Mat Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish
Format: Electronic Resources
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Better Customer Service : Simple Rules You Can Apply Today / Edward C. Brewer and Terence L. Holmes.

2024-05-04T22:07:53Z

by Brewer, Edward C., author.
Call Number 658.812 BRE
Publication Date 2021
Summary This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Format: Electronic Resources
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The kindness revolution : the company-wide culture shift that inspires phenomenal customer service / Ed Horrell.

2024-05-04T22:07:53Z

by Horrell, Edward.
Call Number 658.812 22
Publication Date 2006
Summary Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff - often underpaid and badly overworked - to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company. That's no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference - and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret. Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service - such as L.L. Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children's Research Center, The Ritz-Carlton, FedEx, and more - Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship. For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization. The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company - and a better way of life.
Format: Electronic Resources
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Customer Innovation : Delivering a Customer-Led Strategy for Sustainable Growth.

2024-05-04T22:07:53Z

by Debruyne, Marion.
Call Number 658.812
Publication Date 2019
Summary Draws customer-centric marketing and innovative business strategy together into a breakthrough formula for transformative, long-term growth.
Format: Electronic Resources
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Practical Customer Success Management : A Best Practice Framework for Rapid Generation of Customer Success.

2024-05-04T22:07:53Z

by Adams, Rick.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
Click here to view book

100 Practical Ways to Improve Customer Experience : Achieve End-To-End Customer Engagement in a Multichannel World.

2024-05-04T22:07:53Z

by Newman, Martin.
Call Number 658.812
Publication Date 2018
Summary Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Format: Electronic Resources
Click here to view book

Customer relationship management : a global perspective / by Gerhard Raab ... [et al.].

2024-05-04T22:07:53Z

by Raab, Gerhard.
Call Number 658.812 CUS
Publication Date 2008
Format: Books

Managing effectively : customer service, continuous improvement, innovation and change / James Saville, Howard Reid.

2024-05-04T22:07:53Z

by Saville, James.
Call Number 658 SAV
Publication Date 2002
Summary Managing effectively: customer service, continuous improvement, innovation and change
Format: Books

Hyperscale and Microcare : The Digital Business Cookbook.

2024-05-04T22:07:53Z

by Verhasselt, Peter.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
Click here to view book

The customer differential : the complete guide to implementing customer relationship management / Melinda Nykamp.

2024-05-04T22:07:53Z

by Nykamp, Melinda.
Call Number 658.812 21
Publication Date 2001
Summary Annotation Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels & function -keeping the customer coming back for more. Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines complemented by illuminating case studies on how to put into practice this powerful new directive, including how to: Implement a four-step planning process to ensure a successful CRM initiative, Refocus the business & organize the entire company around CRM, Support CRM using metrics & analytics, as well as systems & technology, Transform customer interactions in every department & at every customer touchpoint. Publisher Fact Sheet Provides a plan for implementing Customer Relationship Management (CRM) at the core of every organization. Annotation The Complete Guide to Implementing Customer Relationship Management.
Format: Electronic Resources
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Strategic customer management [electronic resource] : strategizing the sales organization / Nigel F. Piercy and Nikala Lane.

2024-05-04T22:07:53Z

by Piercy, Nigel.
Call Number 658.812 22
Publication Date 2009
Summary A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. - ;A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business develop.
Format: Electronic Resources
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The CX Trinity : Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience.

2024-05-04T22:07:53Z

by Porter, Alan J.
Call Number 658.812
Publication Date 2021
Summary A compilation of 52 essays about customer experience, written by industry expert Alan J. Porter. These essays address Alan's insights on creating a customer experience that gives customers the content they need within the right context.
Format: Electronic Resources
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Top market strategy [electronic resource] : applying the 80/20 rule / Elizabeth Rush Kruger.

2024-05-04T22:07:53Z

by Kruger, Elizabeth Rush.
Call Number 658.8 22
Publication Date 2011
Summary Research verifies that the 80/20 rule summarizes the stable relationship of inputs to outputs-- including the impact of customers on the profit of a business. According to this universal law, a business can predict that the most profitable 20% of its customers generates 80% of its profit from customers and that customers in this top market segment are 16 times more profitable than customers in the bottom market segment. Thus when a business replaces all customers in the bottom market segment with new customers in the top market segment, the business can expect to quadruple its profit from customers.
Format: Electronic Resources
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The SAGE Handbook of Service-Dominant Logic.

2024-05-04T22:07:53Z

by Vargo, Stephen L.
Call Number 658.812
Publication Date 2018
Summary The SAGE Handbook of Service-Dominant Logic, edited by Robert Lusch and Stephen Vargo, is an authoritative guide to scholars across disciplines who are conducting or wish to conduct research on S-D logic.
Format: Electronic Resources
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Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.

2024-05-04T22:07:53Z

by Tisch, Jonathan M.
Call Number 647.94068 TIS
Publication Date 2007
Summary "Blending thought-provoking ideas with down-to-earth advice, this book reveals why creating an intimate, positive, and long-lasting connection with customers is the key to success for the twenty-first-century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough offers a detailed look at how the right customer experience can produce long-lasting success for any organization."--BOOK JACKET.
Format: Books
Table of contents only http://www.loc.gov/catdir/toc/ecip074/2006036647.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006036647-b.html Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006036647-d.html

Dealing with difficult customers [digital videorecording].

2024-05-04T22:07:53Z

by Video Education Australasia.
Call Number TR DVD 658.3145 DEA
Publication Date 2004
Summary Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format: Other

Implementing SugarCRM 5.x [electronic resource] : install, configure, and administer a robust customer relationship management system using SugarCRM / Angel Magaña, Michael Whitehead.

2024-05-04T22:07:53Z

by Magaña, Angel.
Call Number 005.3 23
Publication Date 2010
Summary Annotation SugarCRM is a popular customer relationship management system. It is an ideal way for small-medium business to try out a CRM system without committing large sums of money. Although SugarCRM is carefully designed for ease of use, attaining measurable business gains requires careful planning and research. This book will give you all the information you need to start using this powerful CRM system. It is the definitive guide to implementing SugarCRM. Whether you are wondering exactly what benefits CRM can bring or you have already learned about CRM systems but have yet to implement one or you're working with SugarCRM already, this book will show you how to get maximum benefit from this exciting product. It demonstrates how to install SugarCRM and also how to get the most out of it by customizing it and integrating CRM into your organization as per your needs. Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from this powerful and popular Open Source application. It begins with a general discussion about CRM. You will then learn the benefits of such systems, and then explore SugarCRM and its unique value. You will then go through the guidelines for installing and making deployment selections that are set out alongside information for identifying, planning, and applying customizations. Training guidelines and ongoing administrative tasks will be discussed as you progress further into the book. A brief overview of SugarCRM 6.0 is provided at the end of the book. A complete guide to implementing SugarCRM including needs assessment, installing and using the software, training users, integrating with existing systems, and more.
Format: Electronic Resources
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E-business in the 21st century [electronic resource] : realities, challenges, and outlook / Jun Xu, Mohammed Quaddus.

2024-05-04T22:07:53Z

by Xu, Jun, Ph. D., 1960-
Call Number 658.872 22
Publication Date 2010
Summary Embarking on electronic business is a challenging task. There is also a lack of clear understanding and comprehensive analysis of various issues and domains of electronic business. This book offers a very comprehensive analysis of concepts, models and infrastructures of e-business. It also presents unique observations of current e-business practices for different organizations in different economies and provides insights on the future of current leading businesses on the net and the trends of e-business. The volume will be an effective and indispensible reference book for professionals who are interested in or dealing with e-business and businesses that are embarking on e-business.
Format: Electronic Resources
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Quality customer service [electronic resource] : satisfy customers--it's everybody's job / William B. Martin.

2024-05-04T22:07:53Z

by Martin, William B.
Call Number 658.812 22
Publication Date 2009
Format: Electronic Resources
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Summary : Moving From Talk To Action.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary Complete summary of Richard C. Whiteley's book: "The Customer Driven Company: Moving from Talk to Action". This summary of the ideas from Richard C. Whiteley's book "The Customer Driven Company" shows that customer satisfaction is the key to a long-term, successful business. In his book, the author explains the seven fundamentals of a customer driven business. Successful companies will create a consumer vision, treat their feedback seriously and learn from others who deal with customers well. They will create a culture where every employee is interested in customer satisfaction and eliminate any procedure that hampers consumerâs gratification. Good businesses will not only say they care about their customers, they will show it. This summary is a must-read for any leader who wants to start focusing on customers and reaping the rewards. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "The Customer Driven Company" and discover the key to success in today's competitive economy.
Format: Electronic Resources
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Conquering consumerspace : marketing strategies for a branded world / Michael R. Solomon.

2024-05-04T22:07:53Z

by Solomon, Michael R.
Call Number 658.827 22
Publication Date 2003
Summary Welcome to consumerspace, where reality is branded, life and commerce are indistinguishable, and we are what we buy.
Format: Electronic Resources
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How to be a great call center representative [electronic resource] / Robert W. Lucas.

2024-05-04T22:07:53Z

by Lucas, Robert W.
Call Number 658.812 21
Publication Date 2001
Summary Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with custom.
Format: Electronic Resources
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Summary : 10 Driving Forces of Change for the '90s.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.102093774
Publication Date 2014
Summary Complete summary of Robert B. Tucker's book: "Managing the Future". This summary of the ideas from Robert B. Tucker's book "Managing the Future" shows how no business can afford to rest on its laurels and successes of the past. If thereâs one hallmark of long-term companies, itâs the ability to manage the future as well as the present. In his book, the author demonstrates how great companies do this and presents three strategies used by them which you can adapt and implement. This summary provides the key to constantly re-assessing your business in order to ensure future success. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Managing the Future" and discover how you can manage the unpredictability of the future through systematic awareness and customer focus.
Format: Electronic Resources
Click here to view book

A stakeholder approach to issues management [electronic resource] / Robert Boutilier.

2024-05-04T22:07:53Z

by Boutilier, Robert, 1950-
Call Number 659.2 22
Publication Date 2012
Summary Offers a fact-based strategy development process for managing issues and controversies. The book shows practitioners how to ground their strategic advice on empirical research that reveals the socio-political dynamics of the issue. It is the first book to approach issues management from a blended application of advances in stakeholder theory and social network analysis. Readers learn how to track the socio-political environment in order to (a) avoid risks and crises, (b) obtain essential environmental scanning information for strategy development or adjustment, and (c) secure the organization's reputation and access to vital resources.
Format: Electronic Resources
Click here to view

Achieving service excellence [electronic resource] : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.

2024-05-04T22:07:53Z

by Fottler, Myron D.
Call Number 362.1068 22
Publication Date 2010
Format: Electronic Resources
Click here to view

Principles of marketing / Armstrong, Denize, Volkov, Adam, Kotler, Ang, Love, Doherty, Van Esch.

2024-05-04T22:07:53Z

by Armstrong, Gary, author.
Call Number 658.5 PRI
Publication Date 2021
Summary Annotation. This best-selling and marketing-leading product introduces marketing through the lens of creating value for customers. With engaging real-world examples and information, Principles of Marketing shows students how customer value - creating it and capturing it - drives every effective marketing strategy. The 8th Edition reflects the latest trends in marketing, including new coverage on online, social media, mobile, and other digital technologies to build customer engagement, brand community and sales, as well as wider coverage of cases and examples from an Australian perspective.
Format: Books

The power of appreciative inquiry : a practical guide to positive change / Diana Whitney & Amanda Trosten-Bloom ; foreword by David Cooperrider.

2024-05-04T22:07:53Z

by Whitney, Diana Kaplin.
Call Number 658.406 22
Publication Date 2010
Summary "The Power of Appreciative Inquiry describes the wildly popular approach to organizational change that dramatically improves performance by engaging people to study, discuss, and build upon what's working, rather than trying to fix what's not. Whitney and Trosten-Bloom provide a menu of eight results-oriented approaches to AI, along with case examples from a wide range of organizations to illustrate Appreciative Inquiry in action. A how-to book, this is the most authoritative and accessible guide to the newest ideas and practices in the field of Appreciative Inquiry since its inception in 1985." "The second edition includes new examples, tools, and tips for using AI to create an enduring capacity for positive change, along with a totally new chapter on award-winning community applications of Appreciative Inquiry."--Jacket.
Format: Electronic Resources
Click here to view

Unleashing Excellence : The Complete Guide to Ultimate Customer Service.

2024-05-04T22:07:53Z

by Snow, Dennis.
Call Number 658.812
Publication Date 2009
Summary A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Format: Electronic Resources
Click here to view book

Face2Face [electronic resource] : using Facebook, Twitter, and other social media tools to create great customer connections / David Lee King.

2024-05-04T22:07:53Z

by King, David Lee, 1966-
Call Number 302.30285
Publication Date 2012
Summary Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing--yet relatively few firms are doing it well. With Face2Face, David Lee King (Designing the Digital Experience) presents a practical guide for any organization that aspires to create deep, direct, and rewarding relationships with patrons and prospects. Going far beyond Facebook and Twitter, King demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversation.
Format: Electronic Resources
Click here to view

Rockstar Service, Rockstar Profits : Increase Your Revenues, Grow Your Business and Create Raving Fan Customers for Life.

2024-05-04T22:07:53Z

by Brownlee, David.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
Click here to view book

Summary of Horst Schulze's Excellence Wins.

2024-05-04T22:07:53Z

by Media, IRB.
Call Number 658.3
Publication Date 2022
Format: Electronic Resources
Click here to view book

Built to Love [electronic resource] : Creating Products That Captivate Customers.

2024-05-04T22:07:53Z

by Boatwright, Peter.
Call Number 658.575
Publication Date 2010
Summary Built to Love reveals how companies can create captivating products that energize the marketplace and set the standard for what customers want and expect. Firms often hope the answer is to produce the latest high technology devices only to find that they fail to light up the marketplace. Or firms rely on ads that overstate or mislead, leaving the customer disappointed and disillusioned. Instead, a deeper emotional engagement between the customer and product is required, regardless of whether the products are physical products, services, technologies, software, systems, or brands. Using a com.
Format: Electronic Resources
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Customer service in the tourism industry / written and compiled by Lee Perlitz.

2024-05-04T22:07:53Z

by Perlitz, Lee, author.
Call Number 338.4791 PER
Publication Date 2001 1999 1998 1997 1996
Format: Books

Microsoft Dynamics CRM 2011 new features [electronic resource] : get up to speed with the new features of Microsoft Dynamics CRM 2011 / Jim Wang, Darren Liu.

2024-05-04T22:07:53Z

by Wang, Jim.
Call Number 658.4038011 22
Publication Date 2011
Format: Electronic Resources
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Using CiviCRM [electronic resource] : develop and implement a fully-functional, systematic CRM plan for your organization using CiviCRM / Joseph Murray, Brian P. Shaughnessy ; [foreword by David Greenberg].

2024-05-04T22:07:53Z

by Murray, Joseph.
Call Number 658.812028553 22
Publication Date 2011
Format: Electronic Resources
Click here to view

Salesforce CRM [electronic resource] : the Definitive Admin Handbook.

2024-05-04T22:07:53Z

by Goodey, Paul.
Call Number 004.62
Publication Date 2013
Summary A practical guide which will help to discover how to setup and configure the Salesforce CRM application. It offers solutions and practical examples on how to further improve and maintain its functionality with clear systematic instructions. Being highly organized and compact, this book contains detailed instructions with screenshots, diagrams, and tips that clearly describe how you can administer and configure complex Salesforce CRM functionality with absolute ease. This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and s.
Format: Electronic Resources
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Microsoft Dynamics Sure Step 2010 [electronic resource] : the smart guide to the successful delivery of Microsoft Dynamics business solutions / Chandru Shankar, Vincent Bellefroid.

2024-05-04T22:07:53Z

by Shankar, Chandru.
Call Number 658.812028553 22
Publication Date 2011
Format: Electronic Resources
Click here to view

CRM as a rapid development platform [electronic resource] : Microsoft Dynamics CRM 4.0 / David Yack.

2024-05-04T22:07:53Z

by Yack, David, 1965-
Call Number 658.8120285536 22
Publication Date 2008
Summary Microsoft Dynamics CRM 4.0 provides all the capabilities to be a foundation for building line of business applications and saves you a ton of time! In this book, you will learn that CRM is an application development platform not just a CRM package. We will explore how its declarative data modeling, security model, dynamic SOA Web Service creation and other platform services make it a fast and easy platform for development. CRM 4.0 uses popular developer technologies like SQL Server, SQL Server Reporting Services and Windows Workflow Foundation for process automation. See how you can build your.
Format: Electronic Resources
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Oracle Siebel CRM 8 developer's handbook [electronic resource] / Alexander Hansal.

2024-05-04T22:07:53Z

by Hansal, Alexander.
Call Number 658.812 22
Publication Date 2011
Summary Annotation Oracle's Siebel CRM is market-leading Customer Relationship Management software. Unmatched in functionality and scalability, Siebel enhances a company's sales performance, improves customer satisfaction, and provides a robust Customer Relationship Management system for an organization. Written by Oracle employee and Siebel expert, Alexander Hansal, this book is a complete practical guide to configuring, automating, and extending Siebel CRM applications. You will learn how to configure the Siebel CRM user interface objects as well as the underlying business layer objects by using real-life case study examples. In addition, you will learn to safely configure the Siebel data model. You will learn how the object types in the Siebel Repository are related to each other and how they are organized in different layers. The book then teaches you to configure the Siebel CRM user interface objects such as views and applets as well as the underlying business layer objects by using real-life case-study examples. Always having one eye on performance and upgradeability, you will learn to safely configure the Siebel data model. Understanding and using the Siebel event framework for automation is also a key focus area of the book. You will gain a thorough and solid understanding of integration objects to support EAI interfaces. Chapters on Siebel Workflow, Task UI, and scripting prepare you for the most complex automation requirements and ensure that you hit the road running on your first Siebel implementation projects. If you already consider yourself an experienced Siebel consultant, be prepared for some unprecedented insights and pro tips.
Format: Electronic Resources
Click here to view

Excellence Wins : A No-Nonsense Guide to Becoming the Best in a World of Compromise.

2024-05-04T22:07:53Z

by Schulze, Horst.
Call Number 658.3
Publication Date 2019
Summary In Excellence Wins, cofounder of The Ritz-Carlton Hotel Company Horst Schulze shares the visionary and disruptive principles that have produced immense global successes over the course of his still prolific fifty-year career.
Format: Electronic Resources
Click here to view book

The New Customer Experience Management : Why and How the Companies of the Future Address Their Customers' Needs Proactively.

2024-05-04T22:07:53Z

by Yorgov, Ivaylo.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
Click here to view book

Client Service Excellence : The 10 Commandments.

2024-05-04T22:07:53Z

by O'Sullivan, Larry.
Call Number XX(290847.1)
Publication Date 2010
Format: Electronic Resources
Click here to view book

Value proposition design [electronic resource] : how to create products and services customers want / written by Ales Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith.

2024-05-04T22:07:53Z

by Osterwalder, Alexander.
Call Number 658.812
Publication Date 2015
Summary The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
Format: Electronic Resources
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Summary : The Five Disciplines for Creating What Customers Want.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.120934589
Publication Date 2013
Summary Complete summary of Curtis Carlson and William Wilmot's book: "Innovation: The Five Disciplines for Creating What Customers Want". This summary of the ideas from Curtis Carlson and William Wilmot's book "Innovation" shows that the starting point for innovation is not a new idea, but the answer to three fundamental questions on your customer and what you are offering. In their book, the authors explain these questions and the five principles that you can use to answer them in the best way possible. This summary also explores the best way to implement innovation and how to form the innovation team. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Innovation" and discover the key to implementing innovation and making it work to your company's advantage.
Format: Electronic Resources
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Summary : From Products to Customers to the Human Spirit.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.100298345
Publication Date 2014
Summary Complete summary of Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book: "Marketing 3.0: From Products to Customers to the Human Spirit". This summary of the ideas from Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book "Marketing 3.0" charts the movements of marketing strategies and suggests how businesses should market today. In their book, the authors explain the evolution of marketing approaches in detail and the benefits that each of them brought. This summary also shows how we are currently moving from marketing 2.0 to 3.0: every company who wants to market effectively needs to understand that customers want to buy from companies who deal with issues which impact on all humans, such as sustainability and global warming. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your marketing knowledge To learn more, read "Marketing 3.0" and discover the key to choosing your marketing approach and communicating with your customers.
Format: Electronic Resources
Click here to view book

Oracle Siebel CRM 8 installation and management [electronic resource] : install, configure, and manage a robust customer relationship management system using Siebel CRM / Alexander Hansal ; reviewers, Michael Weigl, Tim Bull.

2024-05-04T22:07:53Z

by Hansal, Alexander.
Call Number 658.812 22
Publication Date 2010
Summary Annotation Oracle_s Siebel CRM is market-leading Customer Relationship Management software. Unmatched in functionality and scalability, Siebel enhances a company_s sales performance, improves customer satisfaction, and provides a robust Customer Relationship Management system for an organization. This practical book offers a comprehensive understanding of Siebel CRM. It is your safe vessel for navigating the deep waters of Siebel installation and system management. This book is a complete exercise in installing and managing Oracle_s Siebel CRM for your organization. You will understand the Siebel architecture and install it piece by piece. In easy-to-follow chapters, the book will guide you through the installation of Siebel server, client and third-party reporting software on Microsoft Windows and Linux, covering everything from the planning the process and software download to the installation and configuration tasks. After reading this book, you will feel fully prepared for setting up multiple servers and multi-lingual configurations. This book fosters your general understanding of the intricate features and functionality of Oracle Siebel CRM. In addition, you will learn how to support development environments and how to migrate configuration changes between environments using Application Deployment Manager. Another benefit of this book is that it teaches administrators how to establish system monitoring strategies to identify and avoid performance bottlenecks. When you have finished the book, you will feel prepared to install and manage Oracle_s Siebel CRM in a real-world environment. In addition, you will know some tricks that even seasoned experts will envy. A pragmatic guide for effectively and efficiently implementing and managing Oracle's Siebel CRM.
Format: Electronic Resources
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The restaurant server's guide to quality customer service : a step by step resource to increase your success and income as a restaurant server / William B. Martin.

2024-05-04T22:07:53Z

by Martin, William B.
Call Number 642.6 MAR
Publication Date 1987 1986
Format: Books

World Exploration From Ancient Times.

2024-05-04T22:07:53Z

by Green, Anthony.
Call Number 910.901
Publication Date 2011
Summary World Exploration from Ancient Times cover the challenges and excitement of expeditions and settlements as explorers raced to discover the world. Meet the brave people who set out to find new places and read about their experiences in their own words.
Format: Electronic Resources
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Summary : Shaping Markets When Customers Make the Rules.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.10209345
Publication Date 2014
Summary Complete summary of John Hagel III and Marc Singer's book: "Net Worth: Shaping Markets When Customers Make the Rules". This summary of the ideas from John Hagel III and Marc Singer's book "Net Worth" shows that, until now, big businesses have held the upper hand in the gathering of information about consumers. These companies have, in turn, generated sizable revenues through selling this information on to other third parties â telemarketers, database marketers and direct marketing companies. In their book, the authors explain how the advent of a digital network in the form of the Internet shifts the balance of power back to the consumer. For the first time in history, the consumer will be able to hire an agent â in the form of an ââinformation intermediaryââ or an ââinfomediaryââ â to manage the collection and sale of personal information. This summary demonstrates the future consequences of this change and the key advantages it presents for customers. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Net Worth" and gain a valuable insight into the development of e-commerce.
Format: Electronic Resources
Click here to view book

Summary : How to Use Existing Customers to Gain New Ones.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.8658.872
Publication Date 2013
Summary This work offers a summary of the book "FLIP THE FUNNEL: How to Use Existing Customers to Gain New Ones" by Joseph Jaffe. Using the traditional sales funnel, businesses worldwide spend billions on acquiring new customers - advertise widely to create awareness and then follow up with those that show interest to hopefully stoke their desire for what's on offer. Then, when the time is right, you make them an irresistible offer to get them to take action and buy. Money goes in one end of the funnel and satisfied customers hopefully come out the other end. What if you were to flip that funnel over? What would be the result if instead of spending all that money trying to acquire new customers, you instead spent that same money on making the customers you already have happier by providing them with a superior customer experience? In this wellwritten book, Joseph Jaffe learns how to grow the customer base from the inside out. An eyeopening book about customer loyalty and retention.
Format: Electronic Resources
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Managing the Customer Experience [electronic resource].

2024-05-04T22:07:53Z

by Palmer, Adrian.
Call Number 658.12
Publication Date 2009
Summary This e-book aims to raise debate about the theory and application of customer experience within the context of direct marketing. Despite the apparent appeal of the concept, the unique nature of a customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, provides challenges for managers to implement the concept for planning and control purposes.
Format: Electronic Resources
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Paediatric Hypertension : (Includes downloadable software).

2024-05-04T22:07:53Z

by Giovannozzi, Chiara.
Call Number 617
Publication Date 2010
Summary The covered topics range from the regulation of blood pressure and its assessment in children to day-to-day management. The attached calculator provides a hypertension assessment software: entering data about sex, height, systolic and diastolic pressure, the program indicates the presence and severity of hypertension.
Format: Electronic Resources
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Customer-centered telecommunications services marketing / Karen G. Strouse.

2024-05-04T22:07:53Z

by Strouse, Karen G.
Call Number 384.0430688 22
Publication Date 2004
Summary Annotation "Offering a strategy based on customer-centered marketing, this resource helps professionals assess their company's market potential and target desirable segments successfully. Readers gain practical insight in evaluating their present customer base and learn the best ways to adjust their marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps planners and managers become attuned to customer demand and presents a service portfolio with a high potential for success."--BOOK JACKET. Title Summary field provided by Blackwell North America, Inc. All Rights Reserved.
Format: Electronic Resources
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Gemba Walks for Service Excellence : The Step-By-Step Guide for Identifying Service Delighters.

2024-05-04T22:07:53Z

by Petruska, Robert.
Call Number 658.812658.812
Publication Date 2012
Summary Lean LeadershipFormal LeaderGetting StartedTo Find Out Where You StandGemba WalksStanding in the Circle: A Fundamental Lean PrincipleGemba Walk: Design for the CustomerValue PropositionsEssentials for Service ExcellenceService Innovation MindsetsExample 1: Valuing CustomersExample 2: Acting on Customer Surveys (as in Right Now)Example 3: Practicing Positivity at WorkExample 4: Valuing TimeExample 5: Enabling Changes That Tie into the Human Performance SystemInnovation PlansLeading and Lagging IndicatorsGoing ForwardIndex.
Format: Electronic Resources
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Critical Companion to Tim O'Brien.

2024-05-04T22:07:53Z

by Farrell, Susan Elizabeth.
Call Number 813.54
Publication Date 2011
Summary Tim O'Brien is the one of the greatest living American authors. He was drafted for service in Vietnam as soon as he graduated from Macalester College in 1968. His Vietnam War novels The Things They Carried and Going After Cacciato are widely acknowledged as some of the best American war novels ever written. Critical Companion to Tim O'Brien is a comprehensive new resource for anyone interested in this author's life, works, and achievements. Coverage includes:. A concise but thorough biography of O'Brien. Entries on all O'Brien's works, including his war novels, Going After Cacciato, The Things They Carried, and In the Lake of the Woods; his memoir, If I Die in a Combat Zone, Box Me Up and Ship Me Home; and all his other published novels and short stories, including The Nuclear Age, July, July, and more. Entries on related people, places, and topics, such as Green Berets, Ernest Hemingway, metafiction, and Viet Cong. Appendixes, including a chronology, a bibliography of O'Brien's works, and a secondary source bibliography.
Format: Electronic Resources
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Summary : How Intangibles Are Driving Business Performance.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.200398475
Publication Date 2013
Summary Complete summary of Jonathan Low and Pam Kalafut's book: "Invisible Advantage: How Intangibles Are Driving Business Performance". This summary of the ideas from Jonathan Low and Pam Kalafut's book "Invisible Advantage" explains how every business has intangible assets, such as customer loyalty or brand equity, which do not appear on financial statements but add significant value to your company. In their book, the authors demonstrate how these intangibles are the hardest aspects of your business for competitors to emulate, therefore making them all-important in the creation and maintenance of competitive edge. This summary shows the 12 drivers of the intangible economy and how you can measure and implement them in your business. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Invisible Advantage" and discover the key to using your intangible assets to boost your competitive advantage.
Format: Electronic Resources
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Summary : How Ideals Power Growth at the World's Greatest Companies.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.20038745
Publication Date 2014
Summary Complete summary of Jim Stengel's book: "Grow: How Ideals Power Growth at the World's Greatest Companies". This summary of the ideas from Jim Stengel's book "Grow" shows how high growth companies aren't just interested in money - they're trying to change the world. In his book, the author explains that the best way to grow is not to pursue growth directly, but to make improving your customers' lives your primary aim. This summary highlights five things that your company must do in order to satisfy this aim and drive growth. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Grow" and follow the best practices of the world's high growth companies and focus on your customers.
Format: Electronic Resources
Click here to view book

Flip the Funnel : How to Use Existing Customers to Gain New Ones.

2024-05-04T22:07:53Z

by Jaffe, Joseph.
Call Number 658.872
Publication Date 2010
Summary Why customer retention is the new acquisition If there's anything the recession of 2009 taught us, it was theimportance of investing in our customers, but when was this anydifferent? So says Joseph Jaffe, bestselling author of LifeAfter the 30-Second Spot and Join the Conversation, anda leading expert and thought leader on new media and social media.In most businesses, it costs roughly five-to-ten times more toacquire a new customer than it does to retain an existing one, andyet companies continue to disproportionately spend their budgetsinto the "wrong" end of the funnel - the mass media orawareness side. What we haven't paid enough attention to is the "right" end ofthe funnel-the word-of-mouth component that essentially acts as amultiplier for future business. The economic impact of an active,engaged and loyal customer is tremendous. And the same is true of the opposite scenario, namely the impactof angry customers and negative word-of-mouth or referrals. It isthis thinking that Jaffe has channeled to challenge marketers to"flip the funnel" once and for all. With a renewed focus and energyon customer experience, it is possible to grow your sales, whiledecreasing your budget - in other words, getting more fromless. Engaging a few customers to spread the word to many. Using this new "flipped funnel" model, together with a set ofnew rules of customer service and a revolutionary customer referraland activation process, you'll learn how to transform your existingcustomers into your best salespeople. In addition, Jaffe willexplain how to best introduce and combine both digital and socialmedia tools to boost your loyalty arsenal, deploy "influencermarketing" and implement word-of-mouth strategies that inspire yourloyal, opinionated, and most vocal customers to become credible,persuasive, and influential endorsers of your products andservices. Explains how to cut your marketing budget AND grow sales!Illustrates practical ways to use existing customers to reachout to new prospectsOutlines the authentic role of social mediaDemonstrates key ideas with rich, real life examples includingComcast, Apple, The Obama Campaign, Dell, Panasonic, AmericanAirlines, Delta Airlines, Johnson & Johnson, Coca-Cola andmany, many moreWritten by one of the most sought-after consultants, keynotespeakers, and thought-leaders on new marketing change andinnovation; renowned blogger and podcaster at Jaffe Juice(www.jaffejuice.com) and host/presenter of web video show,JaffeJuiceTV (www.jaffejuice.tv) Visit www.flipthefunnelnow.com to join the conversation.
Format: Electronic Resources
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Summary : A Blueprint for Profit in the Era of Customer Power.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.100298374
Publication Date 2013
Summary Complete summary of Glen Urban's book: "Don't Just Relate - Advocate: A Blueprint for Profit in the Era of Customer Power". This summary of the ideas from Glen Urban's book "Don't Just Relate - Advocate" shows how the best way to grow your business today is not by improving your marketing, but by advocating for your customers. In his book, the author explains how earning and retaining your customers' trust means they will remain loyal customers in the future and will recommend you to their friends and family. This summary details exactly how you can act as an advocate by finding out your customers' needs and selling them solutions. By reading Glen Urban's advice, you will hold the key to finding customers that will stay loyal forever. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Don't Just Relate - Advocate" and find out why advocating for your customers will put you on the path to success.
Format: Electronic Resources
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Your Customer Rules! : Delivering the Me2B Experiences That Today's Customers Demand.

2024-05-04T22:07:53Z

by Price, Bill.
Call Number 658.812
Publication Date 2014
Summary What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips-and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"-one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices-and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels-business owners, marketing managers, and anyone who works directly with customers.
Format: Electronic Resources
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Surprise! [electronic resource] : The Secret to Customer Loyalty in the Service Sector

2024-05-04T22:07:53Z

by Magnini, Vincent P.
Call Number 658.812
Publication Date 2014
Summary Modern consumers are being bombarded with in-formation from every angle. They can't handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This boo
Format: Electronic Resources
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Summary : How Companies Must Change Today To Win The Battle For Internet Consumers.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.100292773
Publication Date 2014
Summary Complete summary of Mary Modahl's book: "Now or Never: How Companies Must Change Today to Win the Battle for Internet Consumers". This summary of the ideas from Mary Modahl's book "Now or Never" shows that the battle for internet consumers is still underway. It can still be won by either traditional companies or internet start-ups. However, in her book the author states that time is running out: traditional companies cannot ignore the internet for much longer and internet start-ups need to start generating profit soon. This summary presents three key objectives that companies should aim to achieve over the next five years if they want to win the battle and prosper. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Now or Never" and find out why it is so important for companies to gain prominence on the internet in order to survive in the future.
Format: Electronic Resources
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Customer Advocate and the Customer Saboteur Linking Social Word-Of-Mouth, Brand Impression, and Stakeholder Behavior.

2024-05-04T22:07:53Z

by Lowenstein, Michael W.
Call Number 658.812
Publication Date 2011
Format: Electronic Resources
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Summary : How You Can Start Building A Customer-Focused Company Today.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.20398475
Publication Date 2013
Summary Complete summary of Ken Blanchard's, Jim Ballard's and Fred Finch's book: "Customer Mania : It's Never Too Late to Build a Customer-Focused Company"The review of the ideas in "Customer Mania" shows that to succeed in business today, you have to provide consistently great customer service. In other words, unless you have a unified, people-first, customer-oriented culture, it will be difficult to build your business going forward. Fortunately, any company large or small can achieve this. Note that you can't build a customer-focused company by emphasizing the results that you want to achieve. This is the equivalent of putting the cart before the horse. When you focus on results, getting people to do the right thing will be an effort - people will have to be convinced that's the right way to go. A much more effective idea is to concentrate on building your people first, and then they will just naturally take care of the customer in the ways you prefer. Get your people acting with passion and commitment and everything else will just naturally fall into place. With astute management, you'll even be able to create a self-perpetuating cycle where the work feeds the energy of the people involved, which in turn means the work gets done better, leading to increased levels of energy in the future and so on.Added-value of this summary:   Save time  Understand the key concepts   Increase your business knowledge To learn more, read the summary of "Customer Mania" and succeed in business!.
Format: Electronic Resources
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Value Creation, Value Assessment and Value Capture from a Managerial Perspective.

2024-05-04T22:07:53Z

by Zahay, Debra.
Call Number 658.812
Publication Date 2014
Summary Faced with increased complexity and competitive intensity, firms have had to revisit their business positioning and adopt more impactful and differentiated business strategies. This constant demand for innovation, business model redesign and compelling marketing strategies have forced managers to pay closer attention to customer value and how they can create it, measure it and capture it. For the past few years, marketing and management scholars have placed customer value as one of their top research priorities. Given that most managers in firms create their own social construction of value and that the subject remains largely unexplored, we proposed a special call for paper to further explore this concept from an organizational and managerial perspective. This project aimed at developing knowledge for inquiry in three domains of customer value research: value creation, value assessment, and value capture. This E-book presents nine academic papers reviewing and discussing the three domains of value management. We hope to bring additional knowledge and to trigger additional research interests in this emerging field.
Format: Electronic Resources
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Summary : Lessons From the Front Lines of Doing Business in China.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.100298774
Publication Date 2014
Summary Complete summary of James McGregor's book: "One Billion Customers: Lessons from the Front Lines of Doing Business in China". This summary of the ideas from James McGregor's book "One Billion Customers" shows that it is difficult to emphasize just how important the Chinese economy will end up becoming to the global economy in the future. China has already surpassed Britain as the worldâs fourth-largest economy and is now well on its way to becoming the worldâs largest market. In his book, the author explains that foreign companies are therefore flocking to get a foothold in China before the market really becomes well established. This summary offers an insight into how the Chinese do business and how to understand and work with them in order to succeed in business in the future. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "One Billion Customers" and find out what you need to do in order to access the market in China and sell over a billion products.
Format: Electronic Resources
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Win the Customer : 70 Simple Rules for Sensational Service.

2024-05-04T22:07:53Z

by Martins, Flavio.
Call Number 658.812
Publication Date 2015
Summary Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.
Format: Electronic Resources
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America's Service Meltdown : Restoring Service Excellence in the Age of the Customer.

2024-05-04T22:07:53Z

by Pupo, Raul.
Call Number 658.812
Publication Date 2010
Format: Electronic Resources
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No Thanks, I'm Just Looking : Sales Techniques for Turning Shoppers into Buyers.

2024-05-04T22:07:53Z

by Friedman, Harry J.
Call Number 658.85
Publication Date 2012
Summary Secrets of the trade from the master of retail selling and sales training No Thanks, I'm Just Looking gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn practical money-making steps. By saving countless hours of trial-and-error experience, readers will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, No Thanks, I'm Just Looking includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant. No Thanks, I'm Just Looking delivers the tricks of the trade from an international retail authority. Author is the most heavily attended speaker on retail selling and operational management in the world These groundbreaking high-performance training systems have been used by more than 500,000 retailers, from small independents to the likes of Neiman Marcus, Cartier, Billabong, La-Z-Boy and Godiva, to routinely deliver more sales Friedman created the number one retail sales and management system used by more retailers than any other system of its kind in the world Get proven techniques that will increase sales and elevate your staff to a high-performance sales team.
Format: Electronic Resources
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The experience effect for small business [electronic resource] : big brand results with small business resources / by Jim Joseph.

2024-05-04T22:07:53Z

by Joseph, Jim, 1963-
Call Number 658.827 23
Publication Date 2012
Format: Electronic Resources
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Quality Experience Telemetry : How to Effectively Use Telemetry for Improved Customer Success.

2024-05-04T22:07:53Z

by Jarvis, Alka.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
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Microsoft Dynamics CRM 2011 [electronic resource] : dashboards cookbook : over 50 simple but incredibly effective recipes for creating, customizing, and interacting with rich dashboards and charts / Mark AuCoin.

2024-05-04T22:07:53Z

by AuCoin, Mark.
Call Number 658.4038011 23
Publication Date 2012
Format: Electronic Resources
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Food and Experiential Marketing : Pleasure, Wellbeing and Consumption.

2024-05-04T22:07:53Z

by Batat, Wided.
Call Number 664.00688
Publication Date 2019
Format: Electronic Resources
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Wired and Dangerous : How Your Customers Have Changed and What to Do about It.

2024-05-04T22:07:53Z

by Bell, Chip R.
Call Number 658.812
Publication Date 2011
Summary Bestselling authors Chip Bell and John Patterson (more than 500,000 book copies sold collectively) describe the new rules for coping with demanding customers in a wired, want-it-now world.
Format: Electronic Resources
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How to Get Your Customers Swearing By You Not at You : A Practical Methodology and Toolkit.

2024-05-04T22:07:53Z

by Friedman, Nancy.
Call Number 658.812
Publication Date 2008
Summary Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. How to Get Customers Swearing by You, Not at You is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. The book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner. Step by step, the "Telephone Doctor" walks you through the process of creating a formal customer service training program. Topics include barriers to training, management involvement, content, budgets and costs, icebreakers, workbooks, role playing, lecturing, questions, problem attendees, classroom evaluations, testing and more. Throughout the book, the author offers short commentaries on aspects of training and customer service that will help you look at the subject in a fresh, new light. How to Get Customers Swearing by You, Not at You covers a lot of ground. But it is all common sense and will empower you to create your own customer service training program and make it as basic or elaborate as you wish.
Format: Electronic Resources
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Introduction to relationship selling [electronic resource] : reaching the top one percent of your field / Jim Cathcart.

2024-05-04T22:07:53Z

by Cathcart, Jim.
Call Number 658.85 21
Publication Date 2007
Format: Electronic Resources
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Customer Care Excellence : How to Create an Effective Customer Focus.

2024-05-04T22:07:53Z

by Cook, Sarah.
Call Number 658.812
Publication Date 2010
Summary Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus.
Format: Electronic Resources
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Blog rules : a business guide to managing policy, public relations, and legal issues / Nancy Flynn.

2024-05-04T22:07:53Z

by Flynn, Nancy, 1956-
Call Number 659.2 22
Publication Date 2006
Format: Electronic Resources
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Chocolates on the Pillow Aren't Enough : Reinventing The Customer Experience.

2024-05-04T22:07:53Z

by Tisch, Jonathan.
Call Number 647.94068
Publication Date 2007
Summary Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read!" -David Neeleman, founder and CEO, JetBlue Airways Corporation "If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some." -Millard S. Drexler, Chairman and CEO, J. Crew Group "What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam! It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more." -Emeril Lagasse "Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition." -Tiki Barber.
Format: Electronic Resources
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Summary : 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.8658.812
Publication Date 2013
Summary Complete summary of Ron Zemke and Tom Connellan's book: "E-Service: 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away". This summary of the ideas from Ron Zemke and Tom Connellan's book "E-Service" shows how the key to success doesn't lie in attracting visitors, but in creating highly satisfied customers who will do business with you again and again. According to Ron Zemke and Tom Connellan, the only thing you need to do to achieve this is apply the correct principles and customer service concepts. In their book, the authors offer easy-to-follow guidance on how to keep your business thriving online and stop customers from clicking over to competitors. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "E-Service" and discover the key to standing out from the internet crowd.
Format: Electronic Resources
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The Experience : The 5 Principles of Disney Service and Relationship Excellence.

2024-05-04T22:07:53Z

by Loeffler, Bruce.
Call Number 658.812
Publication Date 2015
Summary Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience - the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles - Impression, Connection, Attitude, Response, and Exceptionals - give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find "the experience" and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience." Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.
Format: Electronic Resources
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What's the Future of Business? : Changing the Way Businesses Create Experiences.

2024-05-04T22:07:53Z

by Solis, Brian.
Call Number 658.406
Publication Date 2013
Summary "In today's rapidly changing digital environment, Darwinism is alive and well. What's the Future of Business doesn't just explore trends and theories; it introduces a dynamic, actionable path to transformation." -Evan Greene, CMO, The Recording Academy, Producers of the GRAMMY Awards Rethink your business model to incorporate the power of "user" experiences   What's the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences.  Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual!  Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth.
Format: Electronic Resources
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At Your Service [electronic resource] : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

2024-05-04T22:07:53Z

by Eliason, Frank.
Call Number 658.812
Publication Date 2012
Summary A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it.Explains how to create a culture of empowered employees who understand the value of a great customer experienceAdvises on the need to communicate that experience to their customers and potential customersFrank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=822000

Involving customers in new service development [electronic resource] / editors, Bo Edvardsson [and others].

2024-05-04T22:07:53Z

by Edvardsson, Bo, 1952-
Call Number 658.575 22
Publication Date 2006
Summary This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. The benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Format: Electronic Resources
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Effective sales force automation and customer relationship management [electronic resource] : a focus on selection and implementation / Raj Agnihotri, Adam A. Rapp.

2024-05-04T22:07:53Z

by Agnihotri, Raj S.
Call Number 658.8100285 22
Publication Date 2010
Summary As we move deeper into the 21st century, firms continue to struggle with the implementation of sales force technology tools and the role they play in sales representative performance. Foreseeing a changing environment, many sales organizations have begun to focus on technology-related strategies, business processes, and applications to adapt to these emerging issues. With this in mind, sales force technology usage has changed the methods of selling. Salespeople are no longer selling just a "product"; instead, they are providing a valuable "solution" to customer problems. Salespeople now act as consultants or experts and provide customized solutions. This role requires salespeople to develop a technological orientation to access, analyze, and communicate information in order to establish a strong relationship with customers. Sales technology enables salespeople to answer the queries of customers and effectively provide competent solutions. The ability to answer queries and provide solutions leads to strong relationships between a salesperson and a customer. Thus, technology tools are not only used for smoothing the work process, but they also have strategic utilizations. With the adoption of technological tools at exponential rates, many firms fell into pitfalls and witnessed failure of their technology initiatives. The purpose of this book is to outline the important steps that must be considered and adhered to when implementing sales force technology. Perhaps the most important aspect covered within this book is that technology usage is both a strategy and a tool; therefore, we outline both strategic considerations as well as implementation procedures throughout each chapter. It is important to consider all the steps and the necessary actions that will need to take place before the first penny is spent; then, and only then, will the technology have its intended effect.
Format: Electronic Resources
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Summary : Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary Complete summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience". This summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isnât a department within a company â itâs everything the company does. If you can amaze your customers, they will become addicted to doing business with you or more correctly to the level of the experience they receive from you. In his book, the author presents seven amazement strategies from the best customer service focused organizations in the world, which you can use to bring your customers into a "Cult of Amazement". This summary is a must-read for any manager who wants to learn from the best and become the top service organization in their industry. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "The Amazement Revolution" and find out how to teach your employees to deliver a superior experience to your customers.
Format: Electronic Resources
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Dealing with difficult people / Christina Osborne.

2024-05-04T22:07:53Z

by Osborne, Christina.
Call Number 658.3145 OSB
Publication Date 2002
Format: Books

Surfing the long summer [electronic resource] : how market leaders grow faster than their markets / Carol Velthuis.

2024-05-04T22:07:53Z

by Velthuis, Carol.
Call Number 658.8
Publication Date 2010
Summary Industries sometimes are dominated by one market leader for many years. These successful companies are called 'Summer Champions' by Carol Velthuis, referring to the natural seasonal cycle of businesses.
Format: Electronic Resources
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Dangerous Customer Service [electronic resource] : Dangerously Great Customer Service?How to Achieve it and Maintain it

2024-05-04T22:07:53Z

by Innovation, Impact.
Call Number 658.812
Publication Date 2011
Summary Dangerous Customer Services provides real help for real people in the real world. This book guide managers through the realities and practicalities of great customer service. Dangerous Customer Service shows the reader how to cover the basics: what customers expect from a service and what they will take for granted and how to create the magic that transforms that serivice into an extra special personal experience. Exercises and real-life examples will help the reader to learn and develop essential their customer services including loyalty, training your customer and services across cultures.
Format: Electronic Resources
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Service Encounters in Tourism, Events and Hospitality : Staff Perspectives.

2024-05-04T22:07:53Z

by Firth, Miriam.
Call Number 338.4791 FIR
Publication Date 2020
Summary This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries.
Format: Electronic Resources
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HR from the heart : inspiring stories and strategies for building the people side of great business / Libby Sartain with Martha I. Finney.

2024-05-04T22:07:53Z

by Sartain, Libby, 1954-
Call Number 658.3 22
Publication Date 2003
Summary Libby Sartain talks to us with with great examples, and tough love."--Beverly Kaye, author, "Love Em or Leave Em" and "Up Is Not the Only Way."
Format: Electronic Resources
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Summary : Co-Creating Unique Value With Customers.

2024-05-04T22:07:53Z

by Publishing, BusinessNews.
Call Number 658.4658.4012
Publication Date 2014
Summary Complete summary of C.K. Prahald and Venkat Ramaswamy's book: "The Future of Competition: Co-Creating Unique Value with Customers". This summary of the ideas from C.K. Prahald and Venkat Ramaswamy's book "The Future of Competition" shows how commercial advantage used to be created by manufacturing a better product. Nowadays, value comes from the experiences of customers. In their book, the authors explain the basic principles of co-creation and how businesses can implement them in order to increase the value of consumer products. This summary will teach you how to make co-creation your starting premise, making your business more efficient, your customers more loyal and your profits healthier. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "The Future of Competition" and find out the key to becoming a forward-thinking company and staying on top in the future.
Format: Electronic Resources
Click here to view book

Have a nice day [digital videorecording] : working with colleagues and customers in hospitality and tourism.

2024-05-04T22:07:53Z

by Garner, Simon.
Call Number TR DVD 338.4791 HAV
Publication Date 2002
Summary Covers the competencies in the module THHCOR01A - Working with colleagues and customers. Key areas include: communication in the workplace; providing assistance to customers; maintaining personal presentation standards and working as a team.
Format: Other

Clients Driving Innovation.

2024-05-04T22:07:53Z

by Brandon, Peter S.
Call Number 690.0688
Publication Date 2008
Summary David Hume's revolutionary philosophies took an empirical approach to the study of human nature. Controversial in his time, he was accused of everything from atheism to moral corruption; he has since been recognized as one of the foremost thinkers of the late modern period, influencing the thought of nearly every philosopher in his wake. The arguments presented in his writings have survived three centuries of varying perspectives, and have had a lasting influence on the philosophy of mind, knowledge, religion, action, morality, economics, and politics. A Companion to Hume is the ideal resource for the study of one of history's most remarkable thinkers, demonstrating the range of Hume's work and illuminating the ongoing debates that they have generated. Comprised of twenty-nine expertly commissioned essays addressing such expansive topics of knowledge, passion, morality, religion, economics, and politics, this collection examines the paradoxes of Hume's thought and his legacy, covering the methods, themes, and consequences of his contributions to philosophy.
Format: Electronic Resources
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Corporate Governance in Israel 2011.

2024-05-04T22:07:53Z

by Publishing, OECD.
Call Number 658.4
Publication Date 2011
Summary The Review of Corporate Governance in Israel was prepared as part of the process of Israel's accession to OECD Membership. The report describes the corporate governance setting including the structure and ownership concentration of listed companies and the structure and operation of the state-owned sector. The Review then examines the legal and regulatory framework and company practices to assess the degree to which the recommendations of the OECD Principles of Corporate Governance and the OECD Guidelines on Corporate Governance of State-Owned Enterprises have been implemented.
Format: Electronic Resources
Click here to view book

Salesforce CRM Admin Cookbook [electronic resource].

2024-05-04T22:07:53Z

by Goodey, Paul.
Call Number 005.72
Publication Date 2013
Summary This book is written in a Cookbook-style format and provides you with immediately useable recipes that extend the functionality of Salesforce CRM and solves real-world problems encountered within the Salesforce CRM application. The recipes in this Cookbook contain proven, step-by-step instructions along with detailed screenshots. This Cookbook has been designed so that you can read it chapter by chapter, starting with recipes that provide enhancements to the user interface, and finishing with recipes that cover data and systems integration. You can also refer to the list of recipes and choose to.
Format: Electronic Resources
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Customer Satisfaction Planning : Ensuring Product Quality and Safety Within Your MRP/ERP Systems.

2024-05-04T22:07:53Z

by Hirata, Thomas T.
Call Number 658.812
Publication Date 2008
Summary Customer Service Planning: A New Approach Product Quality: The Need for Change Limitations of MRP/ERP Common Parts Problems and the Failure of MRP and Non-MRP Solutions Customer Satisfaction Planning: Theory Customer Satisfaction Planning: Implementation Manufacturing Planning: Supply and Demand Order Management and Manufacturing Scheduling Supply Chain and Business Management Building Customer Relations with CSP Making the Switch: How to Convert to Customer Satisfaction Planning Glossary.
Format: Electronic Resources
Click here to view book

The Celebrity Experience : Insider Secrets to Delivering Red Carpet Customer Service.

2024-05-04T22:07:53Z

by Cutting, Donna.
Call Number 658.812
Publication Date 2008
Summary The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business's internal and external customer service to the level of star treatment. Based on the unique ways celebrities are treated, the book shares techniques you can use to treat your customers to a red-carpet experience, guaranteeing repeat business and stellar word of mouth.
Format: Electronic Resources
Click here to view book

User-centered design stories [electronic resource] : real-world UCD case files / edited by Carol Righi and Janice James.

2024-05-04T22:07:53Z

by Righi, Carol.
Call Number 658.5038 22
Publication Date 2007
Summary Intended for both the student and the practitioner, this is the first user-centered design casebook. It follows the Harvard Case study method, where the reader is placed in the role of the decision-maker in a real-life professional situation. In this book, the reader is asked to perform analysis of dozens of UCD work situations and propose solutions for the problem set. The problems posed in the cases cover a wide variety of key tasks and issues facing practitioners today, including those that are related to organizational/managerial topics, UCD methods and processes, and technical/ project issues. The benefit of the casebook and its organization is that it offers the new practitioner (as well as experienced practitioners working in new settings) the valuable practice in decision-making that one cannot get by reading a book or attending a seminar. *The first User-Centered Design Casebook, with cases covering the key tasks and issues facing UCD practitioners today. *Each chapter based on real world cases with complex problems, giving readers as close to a real-world experience as possible. * Offers "the things you don't learn in school," such as innovative and hybrid solutions that were actually used on the problems discussed.
Format: Electronic Resources
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Clients First [electronic resource] : The Two Word Miracle

2024-05-04T22:07:53Z

by Callaway, Joseph.
Call Number 658.812
Publication Date 2012
Summary How honesty, competency, and caring will make you rich Throw out the sales manual. Get off the motivation elevator. Clients First is a two word miracle that can change your life. This book outlines a powerful path to riches that authors Joseph and JoAnn Callaway used to sell a billion dollars in real estate in just ten years-a feat never before achieved. Here, they explain the three keys to putting your clients first that helped them create one of the most successful realty firms in the U.S. Each of the three keys is important and can stand on its own. However, the success you can achieve when following the Clients First program can only be reached when all three keys are used in coordination.Explains how honesty ensures a strong client relationshipDetails the ways in which competency pervades all aspects of a client's perception of youShows how being a caring individual can win over a client on a personal level Unlock your potential by putting these to use in your life and your business.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=918235

Making visitors mindful : principles for creating quality sustainable visitor experiences through effective communication / Gianna Moscardo.

2024-05-04T22:07:53Z

by Moscardo, Gianna, 1962-, author.
Call Number 338.4791 MOS
Publication Date 1999
Summary Making Visitors Mindful sets out a series of principles to assist in communicating with visitors. These principles are applicable to a broad range of tourism and recreation settings and are based on a theory of how people deal with, learn, and use new information. This mindfulness/mindlessness model of human information processing has been tested and used in a range of business, educational, medical, and other social problems. Making Visitors Mindful offers: Principles and examples relevant and applicable to a broad range of tourism and recreation settings; directions for planning, design, and management of educational programs and other visitor communications services that are based on a large body of applied and relevant research evidence; and a theory which is easily assessable to managers and that can be used to generate ideas for communications with visitors in many different places.
Format: Books

Special issue on 'Doing More With Less' with selected Services Marketing Papers from the ANZMAC 2010 Conference [electronic resource].

2024-05-04T22:07:53Z

by Finsterwalder, Jörg.
Call Number 338.761
Publication Date 2011
Summary The articles comprising thisebook of Managing Service Quality represent a selection of revised papers originally submitted to the Services Marketing Track and presented at the Australian and New Zealand Marketing Academy (ANZMAC) annual conference held in Christchurch, New Zealand in December 2010. This internationally recognised conference was hosted by the College of Business and Economics at The University of Canterbury and was attended by over 400 delegates from 28 countries. The theme of the conference was "Doing More with Less". This theme proved to be both relevant and timely at a number of levels
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=862148

Catering as a small business / Alison Radford; Debbie Gunn

2024-05-04T22:07:53Z

by Radford, Alison
Call Number 642.4 RAD
Publication Date 1990
Format: Books

The restaurant : from concept to operation / Donald E. Lundberg and John R. Walker

2024-05-04T22:07:53Z

by Lundberg, Donald E.
Call Number 647.95 LUN
Publication Date 1993
Format: Books

Customs and inland revenue warehousing regulations

2024-05-04T22:07:53Z

Call Number FUL 388.044065 CUS
Publication Date 1891
Format: Books

The slap / Christos Tsiolkas.

2024-05-04T22:07:53Z

by Tsiolkas, Christos, 1965-
Call Number FIC TSI
Publication Date 2008
Format: Books

Marketing for hospitality and tourism / Philip Kotler, John Bowen, James Makens.

2024-05-04T22:07:53Z

by Kotler, Philip, 1931-
Call Number 647.940688 KOT
Publication Date 2003 2002
Format: Books

The AMA handbook of business letters / Jeffrey L. Seglin with Edward Coleman.

2024-05-04T22:07:53Z

by Seglin, Jeffrey L., 1956-
Call Number 651.75 21
Publication Date 2002
Summary More than 365 pre-typed, ready-to-use business letter for all occasions!
Format: Electronic Resources
Click here to view

User Group Leadership.

2024-05-04T22:07:53Z

by Malcher, Michelle.
Call Number 658.05
Publication Date 2015
Format: Electronic Resources
Click here to view book

Creating the customer-driven academic library [electronic resource] / Jeannette Woodward.

2024-05-04T22:07:53Z

by Woodward, Jeannette A.
Call Number 027.70973 22
Publication Date 2009
Format: Electronic Resources
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Attracting attention : promotion and marketing for tourism attractions / Andi Stein.

2024-05-04T22:07:53Z

by Stein, Andi, 1960-
Call Number 338.4791 STE
Summary From theme parks and museums to zoos and aquariums, attractions draw millions of visitors each year. Regardless of type, they all share one common denominator - they are intended to provide visitors with memorable experiences. This book offers information about how to promote and market tourism attractions for maximum results. It looks at different approaches, strategies, tools, and techniques marketers can use when promoting their organizations to the public. Topics include advertising and marketing; media relations; social media marketing; sales promotion and merchandising; special events; guest relations and customer service; employee relations; crisis communications; and social responsibility and sustainability. In addition, it includes a variety of examples from attractions that have implemented successful promotion and marketing activities.
Format: Books

Marketing leadership in hospitality and tourism : strategies and tactics for competitive advantage / Stowe Shoemaker, Robert C. Lewis, Peter C. Yesawich.

2024-05-04T22:07:53Z

by Shoemaker, Stowe.
Call Number 647.940688 SHO
Publication Date 2007
Format: Books

Shakespeare's festive comedy [electronic resource] : a study of dramatic form and its relation to social custom / C.L. Barber.

2024-05-04T22:07:53Z

by Barber, C. L. (Cesar Lombardi)
Call Number 822.33 23
Publication Date 2012 1959
Summary In this classic work, acclaimed Shakespeare critic C.L. Barber argues that Elizabethan seasonal festivals such as May Day and Twelfth Night are the key to understanding Shakespeare's comedies. Brilliantly interweaving anthropology, social history, and literary criticism, Barber traces the inward journey--psychological, bodily, spiritual--of the comedies: from confusion, raucous laughter, aching desire, and aggression, to harmony. Revealing the interplay between social custom and dramatic form, the book shows how the Elizabethan antithesis between everyday and holiday comes to life in the come.
Format: Electronic Resources
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Best Practices for Transportation Agency Use of Social Media [electronic resource].

2024-05-04T22:07:53Z

by Bregman, Susan.
Call Number 354.7623802854678
Publication Date 2013
Summary Timely updates, increased citizen engagement, and more effective marketing are just a few of the reasons transportation agencies have already started to adopt social media networking tools. Best Practices for Transportation Agency Use of Social Media offers real-world advice for planning and implementing social media from leading government practitioners, academic researchers, and industry experts.The book provides an overview of the various social media platforms and tools, with examples of how transportation organizations use each platform. It contains a series of interview
Format: Electronic Resources
Click here to view book

Managing a modern hospital [electronic resource] / edited by A.V. Srinivasan.

2024-05-04T22:07:53Z

by Srinivasan, A. V., 1936 June 15-
Call Number 362.110680954 22
Publication Date 2008
Format: Electronic Resources
Click here to view

Between cultures : continuity and change in the lives of young Asians / Muhammad Anwar.

2024-05-04T22:07:53Z

by Anwar, Muhammad, 1945- author.
Call Number 305.895041 21
Publication Date 1998
Format: Electronic Resources
Click here to view

Managerial competence within the hospitality and tourism service industries : global cultural contextual analysis / John Saee.

2024-05-04T22:07:53Z

by Saee, John.
Call Number 647.94068 SAE
Publication Date 2006
Summary "This timely book examines cross-cultural managerial communication competence and its application within the service industry. Focusing particularly on the hospitality and tourism industry, John Saee examines the cross-cultural implications of competence across all managerial functions: planning, workplace communication, recruitment/promotion, induction, training, supervision, industrial relations, management of change, customer service, financial management and marketing." "This is the first detailed study - at a national level - of current psychological and sociological theories of intercultural communication, linked to an investigation of the management of cultural diversity in the workplace within a multicultural society, a study which has global implications. This cutting-edge research advances new modalities of best practice on managerial competence which can be equally applied to all other industries around the world confronted with cultural diversity in the workplace."--BOOK JACKET.
Format: Books
Table of contents only http://www.loc.gov/catdir/toc/ecip068/2006004796.html

Unpolished gem / Alice Pung.

2024-05-04T22:07:53Z

by Pung, Alice.
Call Number 923.3 PUN
Publication Date 2006
Summary Offers a vivid and ironic sense of two worlds. Combines the story of Pung's life growing up in suburban Footscray, with the inherited stories of the women in her family.
Format: Books

Race and sex in Latin America [electronic resource] / Peter Wade.

2024-05-04T22:07:53Z

by Wade, Peter, 1957-
Call Number 980 22
Publication Date 2009
Summary The intersection of race and sex in Latin America is a subject touched upon by many disciplines but this is the first book to deal solely with these issues. Interracial sexual relations are often a key mythic basis for Latin American national identities.
Format: Electronic Resources
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The Mexican Texans [electronic resource] / Phyllis McKenzie.

2024-05-04T22:07:53Z

by McKenzie, Phyllis, 1957-
Call Number 976.40046872 22
Publication Date 2004
Summary Traces the history of Mexican Texans, discussing their contributions to the Lone Star State, looking at aspects of their culture, and including biographical sketches, illustrations, English translations of Spanish language poems, and traditional recipes.
Format: Electronic Resources
Click here to view

Re-Organising Service Work : Call Centres in Germany and Britain.

2024-05-04T22:07:53Z

by Shire, Karen A.
Call Number 381.1
Publication Date 2017
Summary This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work.
Format: Electronic Resources
Click here to view book

Hospitality and travel marketing / Alastair M. Morrison.

2024-05-04T22:07:53Z

by Morrison, Alastair M.
Call Number 647.940688 MOR
Publication Date 2010
Summary "Global orientation, and whole-industry coverage of hospitality and tourism set this book apart. This systematic approach to hospitality and travel marketing is written in a user-friendly style. Readers will benefit from the practical nature, and excellent use of relevant and up-to-date cases. Global experience in the industry is emphasized through content on destination marketing and others parts of tourism, along with case examples from around the world. The content draws upon the author's experience in the hospitality and travel marketing industry, as well as teaching experience from around the globe including the USA, Canada, Europe, Asia, and Australia. Hospitality and Travel Marketing reflects all of the latest trends in the field, including Internet marketing and e-commerce, loyalty marketing, brand extension marketing, and destination branding." --distributor.
Format: Books

In the river they swim [electronic resource] : essays from around the world on enterprise solutions to poverty / edited by Michael Fairbanks [and others] ; with a foreword by Rick Warren.

2024-05-04T22:07:53Z

by Fairbanks, Michael, 1957-
Call Number 339.46 22
Publication Date 2009
Summary In the River They Swim is the antithesis to the search for solutions the next big theory of global poverty. From the perspective of advisors on the frontlines of development to the insight of leaders like President Paul Kagame of Rwanda and Pastor Rick Warren, it tells the story of change in the microcosms of emerging businesses, industries, and governments. --from publisher description.
Format: Electronic Resources
Click here to view

Enlisting Madison Avenue [electronic resource] : the marketing approach to earning popular support in theaters of operation / Todd C. Helmus, Christopher Paul, Russell W. Glenn.

2024-05-04T22:07:53Z

by Helmus, Todd C.
Call Number 355.4 22
Publication Date 2007
Summary Virtually every action, message, and decision of a military force shapes the opinions of an indigenous population: strategic communication, treatment of civilians at vehicle checkpoints, and the accuracy or inaccuracy of aerial bombardment. These of U.S. goodwill mean little if its actions convey otherwise. Consequently, a unified message in both word and deed is fundamental to success. Business marketing practices provide a useful framework for improving U.S. military efforts to shape the attitudes and behaviors of local populations in a theater of operations as well as those of a broader, international audience. Enlisting Madison Avenue extracts lessons from these business practices and adapts them to U.S. military efforts, developing a unique approach to shaping that has the potential improve military-civilian relations, the accuracy of media coverage of operations, communication of U.S. and coalition objectives, and the reputation of U.S. forces in theater and internationally. Foremost among these lessons are the concepts of branding, customer satisfaction, and segmentation of the target audience, all of which serve to maximize the impact and improve the outcome of U.S. shaping efforts.
Format: Electronic Resources
Click here to view

Muslims in America [electronic resource] : a short history / Edward E. Curtis IV.

2024-05-04T22:07:53Z

by Curtis, Edward E., 1970-
Call Number 305.6970973 22
Publication Date 2009
Summary Muslims are neither new nor foreign to the United States. They have been a vital presence in North America since the 16th century. Muslims in America unearths their history, documenting the lives of African, Middle Eastern, South Asian, European, black, white, Hispanic and other Americans who have been followers of Islam. The book begins with the tale of Job Ben Solomon, a 18th century African American Muslim slave, and goes on to chart the stories of sodbusters in North Dakota, African American converts to Islam in the 1920s, Muslim barkeepers in Toledo, the post-1965 wave of professional imm.
Format: Electronic Resources
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Hoecakes, hambone, and all that jazz : African American traditions in Missouri / Rose M. Nolen.

2024-05-04T22:07:53Z

by Nolen, Rose M., 1935-
Call Number 305.8960730778 22
Publication Date 2003
Format: Electronic Resources
Click here to view

Hidden heritage [electronic resource] : the legacy of the Crypto-Jews / Janet Liebman Jacobs.

2024-05-04T22:07:53Z

by Jacobs, Janet Liebman.
Call Number 305.8924073 21
Publication Date 2002
Summary This study of contemporary crypto-Jews - descendants of European Jews forced to convert to Christianity during the Spanish Inquisition - traces the group's history of clandestinely conducting their faith and their present-day efforts to reclaim their past.
Format: Electronic Resources
Click here to view

Human resource management in the hospitality industry [electronic resource] / Michael Boella, Steven Goss-Turner.

2024-05-04T22:07:53Z

by Boella, M. J. (Michael John)
Call Number 658.3 BOE
Publication Date 2012
Summary Now in its eighth edition, Human Resource Management in the Hospitality Industry: an introductory guide, is fully updated with new legal information, data, statistics and examples, and includes brand new material on multi unit operations and management.Taking a 'process' approach, it guides the reader through every stage from HR planning through recruitment to termination/separation, covering the following issues: Selection, appointment and induction Training and management development<BR id=""CR
Format: Electronic Resources
Click here to view book

Marketing for hospitality and tourism / Philip Kotler, John T. Bowen, James C. Makens.

2024-05-04T22:07:53Z

by Kotler, Philip, 1931-
Call Number 647.940688 KOT
Publication Date 2006
Summary "Philip Kotler, one of the world's foremost authorities on marketing, along with hospitality marketing experts John Bowen and James Makens bring their knowledge of the industry to the pages of Marketing for Hospitality and Tourism, Fourth Edition. The authors' understanding of the industry provides for a very readable and extremely practical text. The text has been both updated and refined over four editions. Introductory students and experienced managers alike will find this book a useful tool, providing a strong foundation for hospitality marketing decision-making and know-how." "Whether you are in marketing, sales, human resource management, food and beverage management, front of the house or back of the house operations, or general management, you are involved in marketing. This book takes an integrative approach to marketing - explaining the how and why of everyone's role in marketing."--BOOK JACKET.
Format: Books

Native title in Australia [electronic resource] : an ethnographic perspective / Peter Sutton.

2024-05-04T22:07:53Z

by Sutton, Peter, 1946-
Call Number 333.2 22
Publication Date 2003
Summary In this book, Peter Sutton sets out fundamental anthropological issues to do with customary rights, kinship, identity and spirituality that are highly relevant for lawyers and others working on land claims cases.
Format: Electronic Resources
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Strategic human resource management in the public arena : a managerial perspective / J. Barton Cunningham.

2024-05-04T22:07:53Z

by Cunningham, J. Barton, author.
Call Number 658.301 CUN
Publication Date 2016
Summary "Increasingly the public sector is facing a range of unique and complex challenges. As a result, human resource management is vital in changing organizations, engaging people, and in assisting in the implementation of strategies and objectives. Strategic Human Resource Management in the Public Arena focuses on the specific challenges of the public and non-profit sectors. It takes a managerial approach, focusing on how HR practices and processes can be aligned with an organization's strategic objectives, with each chapter structured around implementing or designing an HR process for an organization's unique setting and strategic priorities. Key features: [bullet] Puts the reader in the role of a manager. [bullet] Recognizes the unique perspective of public sector organizations and the growing research and theory on public sector organizations. [bullet] Includes a wealth of practice-based, problem-solving activities. This core textbook is the ideal companion for Undergraduate and Postgraduate students taking modules in SHRM or Public Sector Management. "--
Format: Books

It's good to be Black [electronic resource] / Ruby Berkley Goodwin.

2024-05-04T22:07:53Z

by Goodwin, Ruby Berkley, author.
Call Number 305.896073077393 23
Publication Date 2013 1953
Summary From the preface by Carmen Kenya Wadley: "Is it good to be black? To Ruby Berkley Goodwin it was ... The black she writes about has nothing to do with skin color, but it does have a great deal to do with self images, values, spiritual strength, and most of all love. Unlike the contradicting definitions of blackness we see reflected in today's crime statistics, movies, television, newspapers, political speeches, advertisements, and sociological reports, Ruby Berkley Goodwin's definition of blackness is simple and to the point: black is good. It's Good to be Black is more than t.
Format: Electronic Resources
Click here to view

Islam in Hong Kong [electronic resource] : Muslims and everyday life in China's world city / Paul O'Connor.

2024-05-04T22:07:53Z

by O'Connor, Paul.
Call Number 305.697095125 23
Publication Date 2012
Summary "More than a quarter of a million Muslims live and work in Hong Kong. Among them are descendants of families who have been in the city for generations, recent immigrants from around the world, and growing numbers of migrant workers. Islam in Hong Kong explores the lives of Muslims as ethnic and religious minorities in this unique postcolonial Chinese city. Drawing on interviews with Muslims of different origins, O'Connor builds a detailed picture of daily life through topical chapters on language, space, religious education, daily prayers, maintaining a halal diet in a Chinese environment, racism, and other subjects. Although the picture that emerges is complex and ambiguous, one striking conclusion is that Muslims in Hong Kong generally find acceptance as a community and do not consider themselves to be victimised because of their religion."--Publisher's website.
Format: Electronic Resources
Click here to view

Radical Islam in East Africa [electronic resource] / Angel Rabasa.

2024-05-04T22:07:53Z

by Rabasa, Angel.
Call Number 320.55709676 22
Publication Date 2009
Summary American geopolitical interests and the potential threats to those interests are both on the rise in East Africa. The author places the spread of militant Islamism and the development of radical Islamist networks in East Africa in the broader context of the social, economic, and political factors that have shaped the region?s security environment.
Format: Electronic Resources
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Frontier crossroads : Fort Davis and the West / Robert Wooster.

2024-05-04T22:07:53Z

by Wooster, Robert, 1956-
Call Number 976.4934 22
Publication Date 2006
Format: Electronic Resources
Click here to view

Sensual relations [electronic resource] : engaging the senses in culture and social theory / David Howes.

2024-05-04T22:07:53Z

by Howes, David, 1957- author.
Call Number 305.8009953 22
Publication Date 2003
Format: Electronic Resources
Click here to view

90 ̊in the shade / Clarence Cason ; illustrated by J. Edward Rice ; with an introduction by Wayne Flynt.

2024-05-04T22:07:53Z

by Cason, Clarence, 1896-1935.
Call Number 975 19
Publication Date 1983 1935
Format: Electronic Resources
Click here to view

New Soviet gypsies : nationality, performance, and selfhood in the early Soviet Union / Brigid O'Keeffe.

2024-05-04T22:07:53Z

by O'Keeffe, Brigid, 1979- author.
Call Number 947.00491497 23
Publication Date 2013
Summary "As perceived icons of indifferent marginality, disorder, indolence, and parasitism, "Gypsies" threatened the Bolsheviks' ideal of New Soviet Men and Women. The early Soviet state feared that its Romani population suffered from an extraordinary and potentially insurmountable cultural "backwardness," and sought to sovietize Roma through a range of nation-building projects. Yet as Brigid O'Keeffe shows in this book, Roma actively engaged with Bolshevik nationality policies, thereby assimilating Soviet culture, social customs, and economic relations. Roma proved the primary agents in the refashioning of so-called "backwards Gypsies" into conscious Soviet citizens. New Soviet Gypsies provides a unique history of Roma, an overwhelmingly understudied and misunderstood diasporic people, by focusing on their social and political lives in the early Soviet Union. O'Keeffe illustrates how Roma mobilized and performed "Gypsiness" as a means of advancing themselves socially, culturally, and economically as Soviet citizens. Exploring the intersection between nationality, performance, and self-fashioning, O'Keeffe shows that Roma not only defy easy typecasting, but also deserve study as agents of history."--Publisher's website.
Format: Electronic Resources
Click here to view

To the end of the earth : a history of the crypto-Jews of New Mexico / Stanley M. Hordes.

2024-05-04T22:07:53Z

by Hordes, Stanley M.
Call Number 978.9004924 22
Publication Date 2005
Summary Stanley M. Hordes explores the remarkable story of crypto-Jews and the tenuous preservation of Jewish rituals and traditions in Mexico and New Mexico over the past five hundred years. He follows the crypto-Jews from their origins in medieval Spain and Portugal to their efforts to escape persecution by migrating to the New World and settling in the far reaches of the northern Mexican frontier. Drawing on individual biographies, family histories, Inquisition records, letters, and other primary sources, Hordes provides a richly detailed account of the economic, social, and religious lives of cryp.
Format: Electronic Resources
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Symptoms of modernity : Jews and queers in late-twentieth-century Vienna / Matti Bunzl.

2024-05-04T22:07:53Z

by Bunzl, Matti, 1971-
Call Number 305.892404361309049 22
Publication Date 2004
Summary In the 1990s, Vienna's Jews and queers abandoned their clandestine existence and emerged into the city's public sphere in unprecedented numbers. 'Symptoms of Modernity' traces this development in the context of Central European history.
Format: Electronic Resources
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Marketing for tourism and hospitality : collaboration, technology and experiences / Alan Fyall, Patrick Legohérel, Isabelle Frochot and Youcheng Wang.

2024-05-04T22:07:53Z

by Fyall, Alan, author.
Call Number 647.940688 FYA
Publication Date 2019
Summary "The marketing landscape has changed dramatically in recent years, especially for tourism and hospitality practitioners. Marketing for these industries is now a multi-dimensional, collaborative venture driven by technological change and the growing demand for authentic co-created experiences. Marketing for Tourism and Hospitality provides students with a contemporary, accessible and useful resource as they prepare to encounter the complexities and challenges of tourism and hospitality marketing globally. A clear articulation of the changing landscape, a comprehensive introduction to the three underpinning themes of collaboration, technology and experiences, and a plentiful supply of international case material provide students with an enjoyable and digestible resource that is both academically rigorous and practice-oriented, helping them prepare for day-to-day problems in the dynamic world of marketing. This contemporary, challenging and highly applied text is an indispensable resource for all students of tourism and hospitality degree programmes"--
Format: Books

Human Resource Management in the Hospitality Industry [electronic resource] : A Guide to Best Practice

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by Boella, Michael.
Call Number 647.940683 BOE
Publication Date 2013
Summary Now in its ninth edition, Human Resource Management in the Hospitality Industry: A Guide to Best Practice, is fully updated with new legal information, data, statistics and examples. Taking a 'process' approach, it provides the reader with an essential understanding of the purpose, policies and processes concerned with managing an enterprise's workforce within the current business and social environment.Since the eighth edition of this book there have been many important developments in this field and this ninth edition has been completely revised and updated in the following
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Rethinking misbehavior and resistance in organizations [electronic resource] / edited by Alison Barnes, Lucy Taksa.

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by Barnes, Alison.
Call Number 658.3 23
Publication Date 2012
Summary This volume challenges understandings of organizational misbehavior by looking beyond traditional conceptions of the nexus between misbehavior and resistance in the workplace. Reconsidering misbehavior from a range of different perspectives and disciplinary traditions, including history, employment relations, sociology, management, entrepreneurship, marketing, legal studies and film studies, chapters examine behaviors not only of workers but also of managers, entrepreneurs and consumers. The book begins with an overview by one of the leading scholars of misbehavior, Stephen Ackroyd, who reviews the study of the phenomenon, followed by conceptual reconsideration of the relationship between misbehavior and resistance in a changing industrial landscape. The remainder of the book traverses dimensions of misbehavior and resistance across time and geographical space through a number of case studies that examine behaviors in a range of different places, industries and sectors. In this way it extends analysis to actors outside of the workers who have largely been the focus of existing studies. The volume will add to the emerging body of evidence that disturbs assumptions of consensus and conformity in organizations.
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Roars of traditional leaders : Mong (Miao) American cultural practices in a conventional society / Chai Charles Moua.

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by Moua, Chai Charles.
Call Number 305.895972073 23
Publication Date 2012
Summary The aim of this book is to sustain the Mong cultural practices. It is based on the roaring views of fifteen Mong traditional leaders about the oral and cultural practices of the Mong people in the U.S. Maintaining the cultural legacies of a group of indigenous people such as the Mong Americans is imperative since they have more than 5,000 years of cultural traditions. The cultural and oral practices of the Mong New Year celebration, marriage custom, and traditional funeral rituals have been challenged as a result of the Mong migration from China, often through other host countries, to the United States. The Mong traditional leaders have been the vocal voices that are influential in regard to maintaining the Mong traditional culture.
Format: Electronic Resources
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The Irish in the Atlantic world [electronic resource] / edited by David T. Gleeson.

2024-05-04T22:07:53Z

by Gleeson, David T.
Call Number 305.89162073 22
Publication Date 2010
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The Nuṣayrī-ʻAlawīs [electronic resource] : an introduction to the religion, history, and identity of the leading minority in Syria / by Yaron Friedman.

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by Friedman, Yaron.
Call Number 305.697821 22
Publication Date 2010
Summary A century after Dussaud's "Histoire et religion des NosairA(R)s" (1900), new light is shed on the medieval history and the mysterious religion of the leading sect in Syria in a comprehensive and updated study of the NuaayrA-a ~AlawAs.
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Before and after Jamestown : Virginia's Powhatans and their predecessors / Helen C. Rountree and E. Randolph Turner III ; foreword by Jerald T. Milanich.

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by Rountree, Helen C., 1944-
Call Number 975.500497347 22
Publication Date 2002
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The living and the dead [electronic resource] : social dimensions of death in South Asian religions / edited by Liz Wilson.

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by Wilson, Liz.
Call Number 291.23 21
Publication Date 2003
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The manager's desk reference / Cynthia Berryman-Fink and Charles B. Fink.

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by Berryman-Fink, Cynthia, 1952-
Call Number 658.3 20
Publication Date 1996
Summary "When you're called on to interview job candidates, run meetings, conduct performance appraisals, resolve conflicts, deliver a presentation, or perform any other task that requires dealing with people, The Manager's Desk Reference gives you the fast facts and practical tips you need to get the job done successfully." "This completely updated edition covers 45 topics you'll address in the course of your busy and varied workday, including new information on such vital issues as diversity; change management; AIDS in the workplace; managing employees with disabilities; managing temporary, part-time, and contingent workers; preventing workplace violence; family-friendly policies; and teams, quality, innovation, and ethics." "The concise yet substantive coverage also keeps you up-to-date on such perennial concerns as motivation, customer service, recruitment, and team building. You'll find information on how to work more effectively with peers, subordinates, supervisors, customers, the public, the press, and others with whom you interact as a manager." "The Manager's Desk Reference is the perfect starting point for new managers just learning the ropes. It works equally well as a ready reference for experienced supervisors, managers, executives, or administrators who need to refresh their memories or brush up their knowledge of various management issues. And it's a handy tool kit for any manager confronting specific people problems and people management projects."--Jacket.
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Dating and mating in a techno-driven world : understanding how technology is helping and hurting relationships / Rachel Hoffman.

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by Hoffman, Rachel, author.
Call Number 306.730285 23
Publication Date 2018
Summary This book explains how technology plays a role in creating conflict or additional anxiety and discloses techniques to help individuals gain confidence or strengthen their personal relationships. It explores dating in our 21st-century world, providing information for anyone who is dating or seeking a long-term relationship. It serves as a clinical guide for therapists who want to learn how to treat individuals and especially couples presenting an issue related to technology.
Format: Electronic Resources
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The socialist way of life in Siberia : transformation in Buryatia / Melissa Chakars.

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by Chakars, Melissa, author.
Call Number 957.5 23
Publication Date 2014
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Tahiti Beyond the Postcard : Power, Place, and Everyday Life (Culture, Place, and Nature).

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by Kahn, Miriam.
Call Number 996.211
Publication Date 2011
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Abacus and mah jong [electronic resource] : Sino-Mauritian settlement and economic consolidation / by Marina Carter and James Ng Foong Kwong.

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by Carter, Marina.
Call Number 305.895106982 22
Publication Date 2009
Summary This case study of Chinese settlement in Mauritius investigates the complexities of colonial diasporas and sets the construction of a mythology of migration against the realities of the processes of negotiation and communication with the larger society.
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H.B. Morse, Customs Commissioner and historian of China / John King Fairbank, Martha Henderson Coolidge, Richard J. Smith.

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by Fairbank, John King, 1907-1991, author.
Call Number 951.035092
Publication Date 1995
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Under household government [electronic resource] : sex and family in Puritan Massachusetts / M. Michelle Jarrett Morris.

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by Morris, M. Michelle Jarrett, 1973-
Call Number 364.1530974409032 23
Publication Date 2013
Summary "Seventeenth-century New Englanders were not as busy policing their neighbors' behavior as Nathaniel Hawthorne or many historians of early America would have us believe. Keeping their own households in line occupied too much of their time. Under Household Government reveals the extent to which family members took on the role of watchdog in matters of sexual indiscretion. In a society where one's sister's husband's brother's wife was referred to as "sister," kinship networks could be immense. When out-of-wedlock pregnancies, paternity suits, and infidelity resulted in legal cases, courtrooms became battlegrounds for warring clans. Families flooded the courts with testimony, sometimes resorting to slander and jury-tampering to defend their kin. Even slaves merited defense as household members--and as valuable property. Servants, on the other hand, could expect to be cast out and left to fend for themselves. As she elaborates the ways family policing undermined the administration of justice, M. Michelle Jarrett Morris shows how ordinary colonists understood sexual, marital, and familial relationships. Long-buried tales are resurrected here, such as that of Thomas Wilkinson's (unsuccessful) attempt to exchange cheese for sex with Mary Toothaker, and the discovery of a headless baby along the shore of Boston's Mill Pond. The Puritans that we meet in Morris's account are not the cardboard caricatures of myth, but are rendered with both skill and sensitivity. Their stories of love, sex, and betrayal allow us to understand anew the depth and complexity of family life in early New England."--Publisher's website.
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Alabama Knights of Pythias of North America, South America, Europe, Asia, Africa, and Australia : a Brief History.

2024-05-04T22:07:53Z

by Peebles, Marilyn T.
Call Number 305.896073 23
Publication Date 2012
Summary The Knights of Pythias fraternal organization was founded in 1865. African American men were denied membership and created their own organization in 1880. In Birmingham, Alabama, these Pythians became the cornerstone of an African American business community as well as a source of civic pride and racial solidarity.
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http://ezproxy.angliss.edu.au/login?direct=true&scope=site&db=nlebk&AN=634874

Explorers in Eden [electronic resource] : Pueblo Indians and the promised land / Jerold S. Auerbach.

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by Auerbach, Jerold S.
Call Number 978.904 22
Publication Date 2006
Summary Beginning in the late nineteenth century, the pueblos of the Southwest frequently inspired Anglo-American visitors to express their sense of wonder and enchantment in biblical references. Frank Hamilton Cushing's first account of Zuni pueblo described a setting that looked like 'The Pools of Palestine'. Drawn to the Southwest, Mabel Dodge imagined "a garden of Eden, inhabited by an unfallen tribe of men and women." There she was attracted to Tony Luhan, a Taos Indian who looked "like a Biblical figure." When historian Jerold Auerbach first saw Edward S Curtis's early twentieth-century photograph 'Taos Water Girls, ' he realised that "here, indeed, was the biblical Rebecca, relocated to New Mexico from ancient Haran, where Abraham's faithful servant had journeyed to find a suitable wife for Isaac. Rebecca with her water pitcher is as familiar a biblical icon as Noah and his ark or Moses with the stone tablets. Curtis had recast her as the archetypal Pueblo maiden." The book uncovers an intriguing array of diaries, letters, memoirs, photographs, paintings, postcards, advertisements, anthropological field studies, and scholarly monographs. They reveal how Anglo-Americans disenchanted with modern urban industrial society developed a deep and rich fascination with pueblo culture through their biblical associations.
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Chiricahua Apache enduring power : Naiche's puberty ceremony paintings / Trudy Griffin-Pierce ; with a foreword by J. Jefferson Reid and Stephanie M. Whittlesey.

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by Griffin-Pierce, Trudy, 1949-2009.
Call Number 979.0049725600922
Publication Date 2006
Summary A gripping story of the cultural resilience of the descendants of Geronimo and Cochise. This book reveals the conflicting meanings of power held by the federal government and the Chiricahua Apaches throughout their history of interaction. When Geronimo and Naiche, son of Cochise, surrendered in 1886, their wartime exploits came to an end, but their real battle for survival was only beginning. Throughout their captivity in Florida, Alabama, and Oklahoma, Naiche kept alive Chiricahua spiritual power by embodying it in his beautiful hide paintings of the Girl's Puberty Ceremony & mdash;a ritual at.
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Transatlantic Scots [electronic resource] / edited by Celeste Ray ; foreword by James Hunter.

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by Ray, R. Celeste.
Call Number 305.8916307
Publication Date 2005
Summary Examines the impact of the Scottish legacy on North American cultures and heritage. During the past four decades, growing interest in North Americans' cultural and ancestral ties to Scotland has produced hundreds of new Scottish clan and heritage societies. Well over 300 Scottish Highland games and gatherings annually take place across the U.S. and Canada. Transatlantic Scots is a multidisciplinary collection that studies the regional organization and varied expressions of the Scottish Heritage movement in the Canadian Maritimes, the Great Lakes, New England, and the American South. From divers.
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Signs of recognition : powers and hazards of representation in an Indonesian society / Webb Keane.

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by Keane, Webb, 1955-
Call Number 306.095986 20
Publication Date 1997
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Lost in transition [electronic resource] : Hong Kong culture in the age of China / Yiu-Wai Chu.

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by Zhu, Yaowei, 1965-
Call Number 951.2506 23
Publication Date 2013
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Jim Crow guide to the U.S.A. [electronic resource] : the laws, customs and etiquette governing the conduct of nonwhites and other minorities as second-class citizens / by Stetson Kennedy.

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by Kennedy, Stetson.
Call Number 305.800973
Publication Date 2011 1959
Summary Jim Crow Guide documents the system of legally imposed American apartheid that prevailed during what Stetson Kennedy calls "the long century from Emancipation to the Overcoming." The mock guidebook covers every area of activity where the tentacles of Jim Crow reached. From the texts of state statutes, municipal ordinances, federal regulations, and judicial rulings, Kennedy exhumes the legalistic skeleton of Jim Crow in a work of permanent value for scholars and of exceptional appeal for general readers.
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Food and beverage management : for the hospitality, tourism and event industries / John Cousins [and 3 others].

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by Cousins, John, author.
Call Number 647.95068 COU
Publication Date 2016
Summary This fourth edition of the best selling textbook Food & Beverage Management has been updated and revised to take account of current trends within these industries.
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Slavery and freedom in Savannah / edited by Leslie M. Harris and Daina Ramey Berry.

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by Harris, Leslie M. (Leslie Maria), 1965-
Call Number 306.36209758724 23
Publication Date 2013
Summary Slavery and Freedom in Savannah is a richly illustrated, accessibly written book modeled on the very successful Slavery in New York, a volume Leslie M. Harris coedited with Ira Berlin. Here Harris and Daina Ramey Berry have collected a variety of perspectives on slavery, emancipation, and black life in Savannah from the city's founding to the early twentieth century. Written by leading historians of Savannah, Georgia, and the South, the volume includes a mix of longer thematic essays and shorter sidebars focusing on individual people, events, and places. The story of slavery in Savannah may s.
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The course of Andean history [electronic resource] / Peter V.N. Henderson.

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by Henderson, Peter V. N., 1947-
Call Number 980 23
Publication Date 2013
Summary "A student-friendly text that tells the story of the development of the Andean republics and their people by emphasizing the themes of continuity and change over time. Henderson presents a succinct, narrative approach to Andean history that limits details about political coups and instead focuses on broader comparative social and culture aspects"--Provided by publisher.
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Ghosts of home [electronic resource] : the afterlife of Czernowitz in Jewish memory / Marianne Hirsch and Leo Spitzer.

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by Hirsch, Marianne.
Call Number 947.76 22
Publication Date 2010
Summary In modern-day Ukraine, east of the Carpathian Mountains, there is an invisible city. Known as Czernowitz, the "Vienna of the East" under the Habsburg empire, this vibrant Jewish-German Eastern European culture vanished after World War II-yet an idealized version lives on, suspended in the memories of its dispersed people and passed down to their children like a precious and haunted heirloom. In this original blend of history and communal memoir, Marianne Hirsch and Leo Spitzer chronicle the city's survival in personal, familial, and cultural memory. They find evidence of a cosmopolitan culture.
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The two eyes of the Earth [electronic resource] : art and ritual of kingship between Rome and Sasanian Iran / Matthew P. Canepa.

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by Canepa, Matthew P., 1975-
Call Number 303.48237035 22
Publication Date 2009
Summary This pioneering study examines a pivotal period in the history of Europe and the Near East. Spanning the ancient and medieval worlds, it investigates the shared ideal of sacred kingship that emerged in the late Roman and Persian empires. This shared ideal, while often generating conflict during the four centuries of the empires' coexistence (224-642), also drove exchange, especially the means and methods Roman and Persian sovereigns used to project their notions of universal rule: elaborate systems of ritual and their cultures' visual, architectural, and urban environments. Matthew Canepa expl.
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Crossroads and cosmologies [electronic resource] : diasporas and ethnogenesis in the new world / Christopher C. Fennell ; foreword by Robert Farris Thompson ; editor's foreword by Paul A. Shackel.

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by Fennell, Christopher.
Call Number 973.0496073 22
Publication Date 2007
Summary A far-reaching anthropological study of African and African American religions, German American folkways, and archaeological methodology.
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The encyclopedia of Caribbean religions [electronic resource] / Patrick Taylor and Frederick I. Case, editors ; Sean Meighoo, associate editor ; Joyce Leung, editorial coordinator.

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by Taylor, Patrick, editor.
Call Number 200.972903 23
Publication Date 2013
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Strategic management : a stakeholder approach / R. Edward Freeman.

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by Freeman, R. Edward, 1951-
Call Number 658.4012 FRE
Publication Date 2010
Format: Books

Southern heritage on display : public ritual and ethnic diversity within southern regionalism / Celeste Ray.

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by Ray, R. Celeste.
Call Number 975.043 22
Publication Date 2003
Summary This provocative collection draws on extensive ethnographic fieldwork to shed light on the role that public ceremonies play in affirming or debunking cultural identities associated with the South. W.J. Cash's 1941 observation that "there are many Souths and many cultural traditions among them" is certainly validated by this book. Although the Civil War and its "lost cause" tradition continues to serve as a cultural root paradigm in celebrations, both uniting and dividing loyalties, southerners also embrace a panoply of public ritualsâ??parades, cook-offs, kinship homecom-i.
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Japanese American celebration and conflict : a history of ethnic identity and festival, 1934-1990 / Lon Kurashige.

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by Kurashige, Lon, 1964-
Call Number 979.494004956 21
Publication Date 2002
Summary Do racial minorities in the United States assimilate to American values and institutions, or do they retain ethnic ties and cultures? In exploring the Japanese American experience, Lon Kurashige recasts this tangled debate by examining what assimilation and ethnic retention have meant to a particular community over a long period of time.
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The Non-Commercial Food Service Manager's Handbook [electronic resource] : A Complete Guide for Hospitals, Nursing Homes, Military, Prisons, Schools, and Churches

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by Brown, Douglas.
Call Number 647.95068
Publication Date 2007
Summary Finally, the non-commercial food service director has a comprehensive manual to aid them in their day-to-day operations. This massive 624-page new book will show you step by step how to set up, operate, and manage a financially successful food service operation. The author has left no stone unturned. The book has 19 chapters that cover the entire process from startup to ongoing management in an easy-to-understand way, pointing out methods to increase your chances of success, and showing how to avoid many common mistakes. While providing detailed instruction and examples, the author leads yo
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The apostle Paul's meat argument, and its bearing upon the duty of Christians in relation to the drinking customs of the present times / by Rev. A.J. Parry; with preface by Rev. Chas. Williams

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by Parry, A.J. Rev.
Call Number FUL 178.1 PAR
Publication Date 1879
Format: Books

The socialist sixties [electronic resource] : crossing borders in the Second World / edited by Anne E. Gorsuch and Diane P. Koenker.

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by Gorsuch, Anne E.
Call Number 335.009046 23
Publication Date 2013
Summary The 1960s have reemerged in scholarly and popular culture as a protean moment of cultural revolution and social transformation. In this volume socialist societies in the Second World (the Soviet Union, East European countries, and Cuba) are the springboard for exploring global interconnections and cultural cross-pollination between communist and capitalist countries and within the communist world. Themes explored include flows of people and media; the emergence of a flourishing youth culture; sharing of songs, films, and personal experiences through tourism and international festivals; and the rise of a socialist consumer culture and an esthetics of modernity. Challenging traditional categories of analysis and periodization, this book brings the sixties problematic to Soviet studies while introducing the socialist experience into scholarly conversations traditionally dominated by First World perspectives.
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Soldier princess : the life & legend of Agnes Salm-Salm in North America, 1861-1867 / David Coffey.

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by Coffey, David, 1960-
Call Number 970.04092
Publication Date 2002
Summary "Beautiful and brave, outlandish and unconventional, Princess Agnes Salm-Salm played a sometimes controversial, often conspicuous, and always colorful role in three of the nineteenth century's major events: the American Civil War, the fall of Maximilian's empire in Mexico, and the Franco-Prussian War. During the Civil War this mysterious American woman married a German soldier of fortune who served in the Union Army and happened also to be a minor prince. Over the course of the war she combined beauty and assertiveness to advance her husband's career and in the meantime lived a most unlikely adventure. The impetuous couple later rallied to Maximilian's cause in Mexico, where Agnes's extravagant efforts to save the doomed emperor made her a leading figure in the tragedy. The princess went on to earn praise for her work in the field hospitals of France. By the time of her death in 1912 this enigmatic woman's life had become the stuff of myth, which she had only encouraged. Stories featured her fighting beside her husband in battle while treating the wounded. She claimed to have received a captain's commission for her services and to have been a close friend of President Lincoln, which apparently she was not. One story even placed her in command of a company of troops during Sherman's March to the Sea."--Jacket.
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Family, commerce, and religion in London and Cologne : Anglo-German emigrants, c. 1000-c. 1300 / Joseph P. Huffman.

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by Huffman, Joseph P., 1959-
Call Number 303.4824210435514 21
Publication Date 1998
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The Star Creek papers [electronic resource] / Horace Mann Bond & Julia W. Bond ; edited by Adam Fairclough ; foreword by Julian Bond.

2024-05-04T22:07:53Z

by Bond, Horace Mann, 1904-1972.
Call Number 976.311 22
Publication Date 1997
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Perspectives on supplier innovation [electronic resource] : theories, concepts and empirical insights on open innovation and the integration of suppliers / editors, Alexander Brem, Joe Tidd.

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by Brem, Alexander.
Call Number 658.701 23
Publication Date 2012
Summary Hardly anybody outside a company knows its products and processes better than its suppliers. Research confirms that intensive integration of suppliers in the value creation process positively influences the success of the company, particularly in highly competitive industries. This is a result of the progressing reduction in the depth of value creation of manufacturers and the increasing transfer of know-how towards suppliers. In multilevel business-to-business relationships, suppliers often have the best or the only access and comprehensive knowledge about the end users. Therefore, suppliers determine the scope of possible innovations, which most companies do not actively use. This unique volume provides a comprehensive overview of theories, concepts and especially empirical results on open innovation and the integration of suppliers. For this, authors from all over the world present their latest research results offering fascinating insights into collaborative approaches with suppliers.
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Food and beverage management [electronic resource] : for the hospitality, tourism and event industries / John Cousins, David Foskett, Andrew Pennington.

2024-05-04T22:07:53Z

by Cousins, John.
Call Number 647.95068 COU
Publication Date 2011
Summary This third edition of the best selling textbook Food & Beverage Management has been updated and revised to take account of current trends within these industries
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Food and beverage service / Dennis Lillicrap, John Cousins.

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by Lillicrap, D. R.
Call Number 647.95 LIL
Publication Date 2010
Format: Books

The birth of a Texas ghost town [electronic resource] : Thurber, 1886-1933 / Mary Jane Gentry ; edited and with an introduction by T. Lindsay Baker ; foreword by Larry Gatlin.

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by Gentry, Mary Jane, 1912-1996.
Call Number 976.4551 22
Publication Date 2008
Summary Edited and with an introduction by T. Lindsay Baker; foreword by Larry Gatlin.
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The memory of all ancient customs [electronic resource] : Native American diplomacy in the colonial Hudson Valley / Tom Arne Midtrød.

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by Midtrød, Tom Arne, 1976-
Call Number 323.1197 23
Publication Date 2012
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The Romanians and the Turkic nomads north of the Danube Delta from the tenth to the mid-thirteenth century [electronic resource] / by Victor Spinei.

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by Spinei, Victor, 1943-
Call Number 949.83013 22
Publication Date 2009
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Food truck business [electronic resource] : step-by-step startup guide / The Staff of Entrepreneur Media.

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by The Staff of Entrepreneur Media.
Call Number 647.95 STA
Publication Date 2015
Summary The experts at Entrepreneur provide a two-part guide to success. First, learn all the delicious detail behind starting one the hottest and most affordable food business: your own food truck. Then, master the fundamentals of business startup including defining your business structure, funding, staffing and more.This kit includes: Essential industry-specific startup essentials including industry trends, best practices, important resources, possible pitfalls, marketing musts, and more. Entrepreneur Editors' Start Your Own Business, a guide to starting any business and surviving the first three years. Interviews and advice from successful entrepreneurs in the industry. Worksheets, brainstorming sections, and checklists. Entrepreneurs Startup Resource Kit (downloadable) More about Entrepreneur?s Startup Resource Kit Every small business is unique. Therefore, it?s essential to have tools that are customizable depending on your business?s needs. That?s why with Entrepreneur is also offering you access to our Startup Resource Kit. Get instant access to thousands of business letters, sales letters, sample documents and more all at your fingertips! You?ll find the following: The Small Business Legal Toolkit When your business dreams go from idea to reality, you?re suddenly faced with laws and regulations governing nearly every move you make. Learn how to stay in compliance and protect your business from legal action. In this essential toolkit, you?ll get answers to the "how do I get started?? questions every business owner faces along with a thorough understanding of the legal and tax requirements of your business. Sample Business Letters 1000+ customizable business letters covering each type of written business communication you?re likely to encounter as you communicate with customers, suppliers, employees, and others. Plus a complete guide to business communication that covers every question you may have about developing your own business communication style. Sample Sales Letters The experts at Entrepreneur have compiled more than 1000 of the most effective sales letters covering introductions, prospecting, setting up appointments, cover letters, proposal letters, the all-important follow-up letter and letters covering all aspects of sales operations to help you make the sale, generate new customers and huge profits.
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America goes Hawaiian : the influence of Pacific Island culture on the mainland / Geoff Alexander ; foreword by DeSoto Brown.

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by Alexander, Geoff, 1952- author.
Call Number 303.482730969 23
Publication Date 2019
Summary "How did Hawaiian and Polynesian culture come to dramatically alter American music, fashion and decor, as well as ideas about race, in less than a century? It began with mainland hula and musical performances in the late 19th century, rose dramatically as millions shipped to Hawaii during the Pacific War, then made big leap with the advent of low-cost air travel. By the end of the 1950s, mainlanders were hosting tiki parties, listening to exotica music, lazing on rattan furniture in Hawaiian shirts and, of course, surfing. The author describes how this cultural conquest came about and the people and events that led to it"--
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Food and Beverage Service / John Cousins, Suzanne Weekes ; guest contributors: John Dunning, Cathy MacArthur.

2024-05-04T22:07:53Z

by Cousins, John, author.
Call Number 647.95 COU
Publication Date 2020
Summary This revised and updated edition of our bestselling and internationally respected title is the essential reference source for trainers, practitioners and anyone working towards professional qualifications in food and beverage service. - Covers contemporary trends and issues in food and beverage service and offers broad and in-depth coverage of key concepts, skills and knowledge, with developed focus on the international nature of the hospitality industry. - Supports students in gaining a comprehensive overview of the industry, from personal skills, service areas and equipment, menus and menu knowledge, beverages and service techniques, to specialised forms of service, events and supervisory aspects. - Supports a range of professional qualifications as well as in-company training programmes. - Aids visual learners with over 250 photographs and illustrations demonstrating current service conventions and techniques.
Format: Electronic Resources
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Reinventing Virtual Events : How to Turn Ghost Webinars into Hybrid Go-To-Market Simulations That Drive Explosive Attendance.

2024-05-04T22:07:53Z

by Michael, Justin.
Call Number 621.382
Publication Date 2022
Format: Electronic Resources
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How to Open & Operate a Financially Successful Specialty Retail & Gourmet Foods Shop.

2024-05-04T22:07:53Z

by Brown, Douglas.
Call Number 641.300681
Publication Date 2016
Format: Electronic Resources
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Humanistic Perspectives in Hospitality and Tourism, Volume II : CSR and Person-Centred Care.

2024-05-04T22:07:53Z

by Ogunyemi, Kemi.
Call Number 338.4791068
Publication Date 2022
Format: Electronic Resources
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