From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Joche...

Chemistry is widely considered to be the central science: it encompasses concepts from which other branches of science are developed. Yet, for many students entering university, gaining a firm grounding in chemistry is a real challenge. Chemistry(3) responds to this challenge, providing students with a full understanding of the fundamental principles of chemistry on which to build later studies.

Uniquely amongst the introductory chemistry texts currently available, Chemistry(3) is written by ...

This book promotes an evidence-based paradigm of fetal heart rate monitoring during labour, with a move away from the traditional 'pattern-based' interpretation to physiology-based interpretation. Chapters are presented in a systematic and accessible format, covering topics such as non-hypoxic causes of fetal brain injury, pre-existing hypoxia, types of intrapartum hypoxia, erroneous monitoring of maternal heart rate, fetal scalp blood sampling and fetal ECG (STAN), intermittent auscultation ...

This text provides a comprehensive and critical exploration of food from the unique perspective of place. It shows that our experiences with food are deeply influenced by their cultural, social, economic, and political contexts. The authors explore a wide range of questions such as: Do GMOs threaten rural livelihoods? Why don't we eat dogs? Does your neighborhood make you fat? Do community gardens encourage urban gentrification? Can cheese save a local economy? Why are gourmet burgers appeari...

Developed in 1938 from a Schneider trophy-winning design by the aeronautical engineer and designer R.J Mitchell, the Supermarine Spitfire went on to become the definitive Allied fighter of the Second World War, and ranks amongst the most famous aircraft of all time. This pocket manual presents an accessible collection of fascinating historical documents to help readers explore the technical and tactical developments relating to the design and use of this famous aircraft. Sources include the A...

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different w...

If you want to accelerate your business and career and stand out like a tall giraffe surrounded by tiny field mice, now is the time to get serious and get going.

In this book, high performance expert Paul Rulkens offers the best ideas, insights and techniques to get everything you can out of everything you have -- from business growth to maximizing your own performance.

In 'The Power of Preeminence' you will learn the critical skills and inside secrets to:

- Focus on the few things necessary...

This second European edition of this classic textbook brings the exceptional introduction to organizational behaviour written by the masters of the subject, and adapts it to meet the needs of students studying in Europe today. Fully updated and revised, this adaptation continues the tradition of making current, relevant research come alive for students, while maintaining its hallmark features - clear writing style, cutting-edge content and compelling pedagogy. This new edition offers real-lif...

Na Chinees is Spaans de meest gesproken moedertaal ter wereld, en de vraag naar cursussen Spaans is al jaren groeiende. Veel cursisten hebben hierbij behoefte aan taalhandelingen die ze direct toe kunnen passen. De communicatieve methode Start.es voorziet hierin.

Start.es is een methode Spaans voor blended learning. Met Start.es 2 werkt de cursist van het reeds behaalde A1-niveau naar niveau A2 van het Europees Referentiekader (ERK), aan de hand van thema's als culturele verschillen, liefdesr...

The Hollandsche Schouwburg is a former theatre in Amsterdam where, during the Nazi occupation of the Netherlands, tens of thousands of Jews were assembled before being deported to transit and concentration camps. Before the war, the theatre had been an example of Jewish integration in the Netherlands, and after the war it became a memorial for the Jewish victims of Nazi persecution. This book is the first international publication to address all the historical aspects of the site, putting it ...