Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research,...

Policy making is a political struggle over values and ideas. By exposing the paradoxes that underlie even seemingly straightforward policy decisions, Policy Paradox shows students that politics cannot be cleansed from the process in favor of "rationality." Author Deborah Stone has fully revised and updated this popular text, which now includes many paradoxes that have arisen since September 11. Examples throughout the book have been updated, and the prose has been streamlined to make a great ...

Cynthia Freeland explains why innovation and controversy are valued in the arts, weaving together philosophy, art theory, and many engrossing examples. She discusses blood, beauty, culture, money, sex, web sites, and research on the brain's role in perceiving art. This clear, lively book will engage the public, introductory students, and teachers in the arts.

Why are some countries rich and others poor? In 1500, the income differences were small, but they have grown dramatically since Columbus reached America. Since then, the interplay between geography, globalization, technological change, and economic policy has determined the wealth and poverty of nations. The industrial revolution was Britain's path breaking response to the challenge of globalization.

Western Europe and North America joined Britain to form a club ofrich nations by pursuing fou...

As part of the Syngress Basics series, The Basics of Information Security provides you with fundamental knowledge of information security in both theoretical and practical aspects. Author Jason Andress gives you the basic knowledge needed to understand the key concepts of confidentiality, integrity, and availability, and then dives into practical applications of these ideas in the areas of operational, physical, network, application, and operating system security. The Basics of Information Se...

For undergraduate and graduate courses in consumer behaviour. Consumer Behavior, 12th Edition explores how the examination and application of consumer behaviour is central to the planning, development, and implementation of successful marketing strategies. With an emphasis on developing a variety of useful skills, this text prepares students for careers in brand management, advertising, and consumer research.

The 12th Edition has been significantly updated to address contemporary trends and i...

For introductory business courses. A focus on the practical skills and important developments in business The recent events in domestic and global economies are presenting unprecedented challenges, excitement, and disappointments for businesses - and a need for change in introduction to business courses and texts. Business Essentials captures the widespread significance of these developments and presents their implications on companies today.

The 13th Edition includes new real-world examples ...

For courses in Motor Controls, Electric Machines, Power Electronics, and Electric Power. This best-selling text employs a theoretical, practical, multidisciplinary approach to provide introductory students with a broad understanding of modern electric power. The scope of the book reflects the rapid changes that have occurred in power technology over the past few years-allowing the entrance of power electronics into every facet of industrial drives, and expanding the field to open more career ...

Based on the Bestselling Audio Series, OVER ONE MILLION SOLDHow To Double and Triple Your Sales in Any Market. Understanding the "psychology of selling" is more important than the techniques and methods of selling. Mastering it is a promise of prosperity that sales trainer and professional speaker Brian Tracy has seen fulfilled again and again.

In The Psychology of Selling, Tracy shows how salespeople can learn to control their thoughts, feelings, and actions to make themselves more effective...

Known as the gold standard for research methods, Babbie's THE PRACTICE OF SOCIAL RESEARCH gives you a definitive guide to research as practiced by social scientists. Combining a straightforward approach with the author's renowned sense of humor, this student-friendly text equips you with the tools and knowledge to apply research concepts as both researcher and consumer. The author emphasizes the process by showing you how to design and construct projects, introducing today's various observati...