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...

For introductory Financial Accounting courses that are not using debits and credits. Relevance for majors and non-majors-accounting concepts explained in a business context. Financial Accounting: A Business Process Approach explains accounting concepts in a way all majors can understand by organizing the material around how a business works.

This text's business process approach presents a business topic and then shows the accounting concepts behind it-rather than solely explaining accounting...

Updated for C11 Write powerful C programs...without becoming a technical expert! This book is the fastest way to get comfortable with C, one incredibly clear and easy step at a time. You'll learn all the basics: how to organize programs, store and display data, work with variables, operators, I/O, pointers, arrays, functions, and much more. C programming has neverbeen this simple! Who knew how simple C programming could be? This is today's best beginner's guide to writing C programs-and to le...