How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disci...

From academic writing to personal and public discourse, the need for good arguments and better ways of arguing is greater than ever before. This timely fifth edition of A Rulebook for Arguments sharpens an already-classic text, adding updated examples and a new chapter on public debates that provides rules for the etiquette and ethics of sound public dialogue as well as clear and sound thinking in general.

Forget high definition or surround sound, this is how to take your enjoyment of film to the next level!   The Movie Kama Sutra offers creative sex positions - including the 'Potter's Wheel' (Ghost), 'King of the World' (Titanic) and, for the more sexually experimental, 'Cable Drop' (Mission: Impossible) - inspired by the most erotic moments in cinema history.

Updated and revised, this bestselling textbook provides a broad introduction to the welfare of animals large and small, farm and companion, wild and zoo. It retains the popular features of the previous editions, covering key issues such as ethics, animal pain and injury, health and disease, social conditions and welfare dilemmas and problems.

Big Data, Big Dupe" is a little book about a big bunch of nonsense. The story of David and Goliath inspires us to hope that something little, when armed with truth, can topple something big that is a lie. This is the author's hope.

While others have written about the dangers of Big Data, Stephen Few reveals the deceit that belies its illusory nature. If "data is the new oil," Big Data is the new snake oil. It isn't real.

It's a marketing campaign that has distracted us for years from the real...

This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by...

- Written from an international perspective;

- discusses ethics on multiple levels and includes many examples;

- offers students methods to critically assess ethical dilemmas.

Ethics and Business is an introduction to ethics in the context of international business. The book stimulates an open debate on norms and values. Ethics should cross not only the borders of a country, but also the borders of one’s mind. It emphasizes that ethics is not only about harmony, but also about dealing with ...

Lin arrives on a big ship from far-off China.

He’s come to visit his friend Titus, who lives with his jolly mouse family in the attic of a master potter.

The mice proudly show Lin what their master makes: the finest Delft Blue.

The Princess of Orange has herself ordered a vase. But then something dreadful happens...

Luckily, Lin saves the day!

An adventure in blue and white!

A mouse fairytale with references to the art of Vermeer, Carel Fabricius and other painters from the Dutch Golden Ag...

In today's society, there is a growing need for so-called 21st century skills, which can range from sophisticated analytical skills and practical social skills to dealing with great complexity and uncertainty. Whether you are a student, a manager or a researcher, vital skills are interconnected and require real-time application. Skill development is an integrated and lifelong accumulative process that requires a solid understanding of the type of motivation and attitude needed to make the ...

From ancient times, mathematics has developed side-by-side with physics; only in the last two hundred years they came apart as different branches of science. Extensive use of mathematics in other sciences, such as biology, chemistry, economics, pharmacology, environmental and social sciences is even more recent. Nowadays, knowledge of mathematical techniques is indispensable also for students and researchers in these fields.

The series of textbooks “Mathematics that Works” presents mathem...