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This is Service Design Thinking
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their ...
Regenerations / Régénérations
Buttressed by a wealth of new, collaborative research methods and technologies, the contributors of this collection examine women's writing in Canada, past and present, with 11 essays in English and 5 in French. Regenerations was born out of the inaugural conference of the Canadian Writing Research Collaboratory held at the Canadian Literature Centre, University of Alberta, and exemplifies the progress of radically interdisciplinary research, collaboration, and publishing efforts surrounding Canadian women's writing. Researchers and students interested in Canadian literature, Québec literature, women's writing, literary history, feminist theory, and digital humanities scholarship should definitely acquaint themselves with this work. Contributors: Nicole Brossard, Susan Brown, Marie Carrière, Patricia Demers, Louise Dennys, Cinda Gault, Lucie Hotte, Dean Irvine, Gary Kelly, Shauna Lancit, Mary McDonald-Rissanen, Lindsey McMaster, Mary-Jo Romaniuk, Julie Roy, Susan Rudy, Chantal Savoie, Maïté Snauwaert, Rosemary Sullivan, and Sheena Wilson.
Best Practice
Best Practice: Process Innovation Management highlights best practice in innovation by bringing together practitioners and researchers in this field. This book presents contributions from leading academics and practitioners involved with innovation. They bring together all the strands of research, best practice and advice establishing an essential source of information for all involved with process innovation management.
Better Business
A compelling look at the B Corp movement and why socially and environmentally responsible companies are vital for everyone’s future Businesses have a big role to play in a capitalist society. They can tip the scales toward the benefit of the few, with toxic side effects for all, or they can guide us toward better, more equitable long-term solutions. Christopher Marquis tells the story of the rise of a new corporate form—the B Corporation. Founded by a group of friends who met at Stanford, these companies undergo a rigorous certification process, overseen by the B Lab, and commit to putting social benefits, the rights of workers, community impact, and environmental stewardship on equal footing with financial shareholders. Informed by over a decade of research and animated by interviews with the movement’s founders and leading figures, Marquis’s book explores the rapid growth of companies choosing to certify as B Corps, both in the United States and internationally, and explains why the future of B Corporations is vital for us all.
High Performance Manufacturing
The most thorough, valid set of findings on global manufacturing and winning practices worldwide This eye-opening resource sets a new standard for how manufacturing practices are viewed in today's business world. The results of an extensive research project spanning 164 factories in the United States, Japan, Germany, Italy, and the United Kingdom determine the best path to high performance manufacturing. This is one of the first books to offer comparisons of manufacturing in these five countries, addressing their current issues and providing insights that affect manufacturing worldwide. Researchers from such universities as the London Business School, Wake Forest University, Yokohama Univers...
AoG Leadership and Culture
The growth of Global Pentecostalism in the past century has been studied and documented from many perspectives. Its leadership, culture and ecclesiology, however, has received scant academic and theological attention. This book based on an extensive research study of the Assemblies of God of Great Britain (AoG) could not be more timely, conducted as AoG entered its centenery decade and faced the challenges that its historic culture and leadership dynamics posed. The leadership struggles discussed in this book will resonate with any denomination that has grown or wrestled with polity, leadership and culture.
Reader's Guide to the Social Sciences
This 2-volume work includes approximately 1,200 entries in A-Z order, critically reviewing the literature on specific topics from abortion to world systems theory. In addition, nine major entries cover each of the major disciplines (political economy; management and business; human geography; politics; sociology; law; psychology; organizational behavior) and the history and development of the social sciences in a broader sense.
Satisfaction: A Behavioral Perspective on the Consumer
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
International Manufacturing Strategies
Over the last twenty years, there has been an increasing number of factors that have placed the manufacturing strategies of companies and countries in a global context. This book reviews and addresses the global manufacturing strategy area through research in the four major economic areas of the world: Europe, North America, Latin America and Asia. International Manufacturing Strategies: Context, Content and Change is the result of a single major research project undertaken in twenty countries, focusing on the manufacturing strategies and practices in each, and uses research data to focus on factors specific to industrial countries or regions and those which are common across the group of co...
Operations Management: Policy, Practice and Performance Improvement
'Operations Management: policy, practices, performance improvement' is the latest state-of-the-art approach to operations management. It provides new cutting edge input into operations management theory and practice that cannot be found in any other text. Discussing both strategic and tactical inputs it combines and balances service and manufacturing operations. * Cutting edge techniques accompanied by brand new case studies * Challenges standard approaches * Comprehensive coverage of strategic supply management * Critical sample questions to aid discussion * Reading lists and articles to support learning * Additional lecturer support material This outstanding author team is from the Operations Management Group at the University of Bath. Their expertise and knowledge is apparent in the text, and they bring to it their original research and experience in the field of operations management.
