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Service Quality and Management
Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defi...
Consumer Engineering, 1920s–1970s
In the middle of the twentieth century, a new class of marketing expert emerged beyond the familiar ad men of Madison Avenue. Working as commercial designers, consumer psychologists, sales managers, and market researchers, these professionals were self-defined “consumer engineers,” and their rise heralded a new era of marketing. To what extent did these efforts to engineer consumers shape consumption practices? And to what extent was the phenomenon itself a product of broader social and cultural forces? This collection considers consumer engineering in the context of the longer history of transatlantic marketing. Contributors offer case studies on the roles of individual consumer engineers on both sides of the Atlantic, the impact of such marketing practices on European economies during World War II and after, and the conflicted relationship between consumer activists and the ideas of consumer engineering. By connecting consumer engineering to a web of social processes in the twentieth century, this volume contributes to a reassessment of consumer history more broadly.
User Integration in Sustainable Product Development
Changes in production and consumption patterns are a crucial element in advancing the sustainability agenda. Many companies are now contributing to such efforts through a focus on sustainable innovation when developing new products and services. However, problematically, many such products fail as consumers reject them in the marketplace. User integration in product development is a well-suited approach to increase the usability and the marketability of new products. This book asks the following question: under what conditions can companies trigger sustainability-oriented organizational learning processes by integrating consumers in product development? The author analyses this question by s...
QFINANCE
QFINANCE: The Ultimate Resource (5th edition) is the first-step reference for the finance professional or student of finance. Its coverage and author quality reflect a fine blend of practitioner and academic expertise, whilst providing the reader with a thorough education in the may facets of finance.
Free Gift Inside!!
Free Gift Inside! offers an alternative solution to the difficulty of selling to an already sated and sophisticated consumer. * Based on the article "Torment Your Customers (They'll Love It" which Harvard Busines Review chose as one of 2002's Six Breakthrough Ideas * A new concept that turns marketing on its head and offers a more effective answer to customer relationship management and permission marketing
The Surplus Woman
The first German women’s movement embraced the belief in a demographic surplus of unwed women, known as the Frauenüberschuß, as a central leitmotif in the campaign for reform. Proponents of the female surplus held that the advances of industry and urbanization had upset traditional marriage patterns and left too many bourgeois women without a husband. This book explores the ways in which the realms of literature, sexology, demography, socialism, and female activism addressed the perceived plight of unwed women. Case studies of reformers, including Lily Braun, Ruth Bré, Elisabeth Gnauck-Kühne, Helene Lange, Alice Salomon, Helene Stöcker, and Clara Zetkin, demonstrate the expansive influence of the discourse surrounding a female surfeit. By combining the approaches of cultural, social, and gender history, The Surplus Woman provides the first sustained analysis of the ways in which imperial Germans conceptualized anxiety about female marital status as both a product and a reflection of changing times.
WHU – Otto Beisheim School of Management
How can a personal desire to leave a lasting mark and criticism of the German university system lead to the establishment of an internationally renowned institution of higher education? Klaus Brockhoff provides the answer to this question by accurately tracing the detailed 35-year history of WHU – Otto Beisheim School of Management – and highlighting all of its highs and lows in the process. Despite the challenges associated with founding and operating an institution of higher education, it was always and will continue to be the remarkable spirit of the donor, university administration members, employees as well as students, alumni and sponsors that make a decisive contribution to the ov...
Trends in Business and Economic Ethics
A growing body of academic and business specialists are paying attention to ethical issues in business and economics, drawing on a wide range of different disciplinary and theoretical perspectives. This volume presents important new insights from scholars in economics, philosophy, business ethics and management studies. In addition to providing specific perspectives on particular topics, it presents strategic perspectives on the development of the field. Readers can inform themselves on developments in particular areas, such as social accountability or stakeholder governance; they will also find substantial contributions related to the interfaces of ethics and economics, economics and philosophy, business ethics and political science, and business ethics and management. The collection is a thought-provoking contribution to the development of business and economic ethics as an increasingly important field of academic study.
Selling Modernity
The sheer intensity and violence of Germany’s twentieth century—through the end of an empire, two world wars, two democracies, and two dictatorships—provide a unique opportunity to assess the power and endurance of commercial imagery in the most extreme circumstances. Selling Modernity places advertising and advertisements in this tumultuous historical setting, exploring such themes as the relationship between advertising and propaganda in Nazi Germany, the influence of the United States on German advertising, the use of advertising to promote mass consumption in West Germany, and the ideological uses and eventual prohibition of advertising in East Germany. While the essays are informe...
Prosperity for All
The history of consumerism is about much more than just shopping. Ever since the eighteenth century, citizen-consumers have protested against the abuses of the market by boycotting products and promoting fair instead of free trade. In recent decades, consumer activism has responded to the challenges of affluence by helping to guide consumers through an increasingly complex and alien marketplace. In doing so, it has challenged the very meaning of consumer society and tackled some of the key economic, social, and political issues associated with the era of globalization.In Prosperity for All, the first international history of consumer activism, Matthew Hilton shows that modern consumer advoca...
