Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Wat is er nodig om een werkomgeving te realiseren die mens en organisatie in staat stelt om prettig, effectief en efficiënt te werken? Deze vraag vormde in 2006 het startpunt voor een gezamenlijk initiatief van het Center for People and Buildings en de Rijksgebouwendienst om een eerste werkplekwijzer te publiceren. De publicatie diende als praktische gids en inspiratiebron voor iedereen die op de een of andere manier betrokken is bij het denken over en ontwikkelen van nieuwe werkomgevingen. ...

Undertaking a writing project for assessment can be a challenging prospect for students of all disciplines and especially those new to academic writing in higher education. The unique 12-step approach in this book leads students through the different stages that apply to any form of academic writing - gathering relevant information, processing that information through effective planning, creating the text and developing writing for future assignments including exam writing. The authors follow...

A detailed overview of the theories, concepts, research methods, and findings in the field of language policy is provided here in one accessible source. The author proposes new methodological, theoretical, and conceptual directions and offers guidance for doing language policy research.

In Imagining Europe, Chiara Bottici and Benoit Challand explore the formation of modern European identity. Europe has not always been there, although we have been imagining it for quite some time. Even after the birth of a polity called the European Union, the meaning of Europe remained a very much contested topic.

What is Europe? What are its boundaries? Is there a specific European identity or is the EU just the name for a group of institutions? This book answers these questions, showing th...

'This was where her dreams drifted to if she didn't blot her nights out with drink; this was where her thoughts settled if she didn't fill her days with chat. She remembered this tiny, remote foreign village on a molecular level and the sight of it soaked into her like water into sand, because this was where her old life had ended and her new one had begun.'Portobello - home to the world-famous street market, Notting Hill Carnival and Clem Alderton. She's the queen of the scene, the girl ever...

Under neoliberalism the cult of individualism reigns supreme, forced upon us through culture, media and politics, it fatally limits our capacity to escape the current crisis of democratic politics. In Common Ground, Jeremy Gilbert asks us to reimagine the philosophical relationship between individuality, collectivity, affect and agency, proposing a radically non-individualist mode of imagining social life. The book considers how opponents of neoliberal hegemony, and of the individualist tradi...

For the calculus-based General Physics course primarily taken by engineers and science majors (including physics majors). This long-awaited and extensive revision maintains Giancoli's reputation for creating carefully crafted, highly accurate and precise physics texts. Physics for Scientists and Engineers combines outstanding pedagogy with a clear and direct narrative and applications that draw the student into the physics.

The new edition also features an unrivaled suite of media and on-line...

Data Science gets thrown around in the press like it's magic. Major retailers are predicting everything from when their customers are pregnant to when they want a new pair of Chuck Taylors. It's a brave new world where seemingly meaningless data can be transformed into valuable insight to drive smart business decisions.

Winner of the prize for New Edited Book at The Royal Society of Medicine & The Society of Authors' Medical Book Awards, this textbook for medical students covers orthopaedics, trauma and rheumatology in one volume. It offers both core information regarding what the student needs to know about these specialties and an extensive series of cases with questions and answers that illustrate the thinking behind common everyday practice. The book offers a standard approach to history taking and physi...