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  • Leading the Malcolm Baldrige Way: How World-Class Leaders Align Their Organizations to Deliver Exceptional Resultsby Kay Kendall; Glenn Bodinson

    McGraw-Hill Education 2016; US$ 50.00 US$ 45.00

    The definitive guide to implementing Baldrige Criteria in any organization?from the team that has worked with 18 Malcolm Baldrige Award winners For organizations in both the public and private sectors, the coveted Malcolm Baldrige National Quality Award is the gold standard to which all leaders aspire. With this action-ready guide from the renowned... more...

  • Smart Service Engineeringby Oliver Thomas; Markus Nüttgens; Michael Fellmann

    Springer Fachmedien Wiesbaden 2016; US$ 42.08

    Dieser Sammelband stellt innovative Methoden, Konzepte und Werkzeuge zur Transformation klassischer Dienstleistungen zu sogenannten ?Smart Services? vor. Durch Digitalisierung, Individualisierung und Kundenzentrierung entstehen flexible und zukunftsweisende Modelle, die branchenübergreifend als Schlüssel zu erfolgreichen Dienstleistungsinnovationen... more...

  • Der Kundenberater als Mediatorby Kirsten Rusert

    Springer Fachmedien Wiesbaden 2016; US$ 8.95

    In diesem Buch zeigt die Autorin, wie mediative Elemente in konfliktären Kundengesprächen Kunden- und Mitarbeiterzufriedenheit steigern können. Sie verhilft Mitarbeitern auf diese Weise zu einem souveränen Konfliktmanagement, wodurch die Effizienz der Kundenbetreuung und des Umgangs mit den gesundheitlichen Ressourcen erhöht wird. Wie in... more...

  • The Satisfaction of Changeby Manlio Del Giudice; Maria Rosaria Della Peruta

    Springer International Publishing 2016; US$ 110.19

    This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty. The model introduced assumes that online markets have led to a redefinition of the concepts of loyalty and shopping scripts as a way to reduce customers? cognitive effort, by optimizing purchase time... more...

  • Understanding Digital Marketingby Damian Ryan

    Kogan Page 2016; US$ 20.83

    Harness the power of digital media to achieve the utmost success in business, both now and in the future, with this fourth edition of the best selling guide to digital marketing channels and strategy. more...

  • What Customers Craveby Nicholas J. Webb

    AMACOM 2016; US$ 25.00

    What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you?re well on your way to success. Jam-packed with tools and examples, ... more...

  • The Heart of Hospitalityby Micah Solomon; Herve Humler

    SelectBooks, Inc. 2016; US$ 9.99

    Success in today?s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah... more...

  • Nostalgie als Zukunftsstrategie für Unterhaltungsmedienby Kathrin Natterer

    Springer Fachmedien Wiesbaden 2016; US$ 38.50

    Kathrin Natterer widmet sich bislang ungeklärten Wirkungszusammenhängen zwischen persönlicher und historischer Nostalgie im Kontext von Medienprodukten unter Berücksichtigung verschiedener Einflussvariablen, wie z.B. Stimmung, Nostalgieempfänglichkeit, Alter und Geschlecht. Hierzu führt die Autorin funf Studien durch, die mittels qualitativer und quantitativer... more...

  • Preventing Identity Theft in Your Businessby Judith M. Collins

    Wiley 2016; US$ 39.95 US$ 33.99

    Preventing Identity Theft in Your Business is a reliable guide to help protect companies, their customers, and their employees from the growing problem of identity theft. Real-life examples show managers and executives how to identify business, customer, and employee identity theft, how these crimes are committed, how best to prevent them, and overall,... more...

  • A Joosr Guide to... Fascinate by Sally Hogsheadby Joosr

    Joosr Ltd 2016; US$ 2.99

    In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com. ... more...