This book will help identify and solve ethical dilemmas, understand why people behave the way they do, and help design a culture that will promote ethical behavior in organization

The aims of this book are to examine the key aspects of marketing with the emphasis squarely on small business, and to demonstrate how a marketing approach can be used to improve the perfomance and subsequent profitability of your business

How can you gain unbeatable competitive advantage? This book shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer's point of view and then design and deliver a customer experience that drives loyalty and profitability

This book was written for everyone, from the business owner to the front-line supervisor to the customer contact employee. It will help you to define your role in assuring total customer satisfaction, how to use quality improvement measurement tools, and how to conduct necessary research and analysis

This book shows how to define your company`s mission, goals, and potential audience in ways that are flexible, creative, and true to your organization`s core values. It offers ten practices to engage customers using innovative marketing techniques - from discovering how customers make decisions to building commited communities of customers

Managing Quality Customer Service is based on the idea that there is a unique "customer service perspective" for every organization. It asks you to look at your organization and the services you provide and to put your team`s efforts at the vital points of contact with your customer. This book leads you through five stages of the customer service management cycle with a problem-solving approach at its core

This book remains the only available text to cover both the electical and the mechanical aspects of the technology

Professional firms differ from other business enterprises in two distinct ways: first, they provide highly customized services and thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalized, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals

The manual offers quick access to the most relevant health and wellness information for children - from birth through age 21. Includes information on special education

This book is designed to give you the best preparation for the mechanical section of the FE exam. Sixty practice problems plus two 4-hour afternoon practice exams supplement your study regime and help you assess your readiness for the exam. Step-by-step solutions demonstrate an efficient approach to solving each problems