Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. Geared to MBA students and advanced undergraduate students, as well as those taking courses on CRM, direct marketing, relationship marketing, database management or business intelligence, the book is al...

With a more specific focus than the all-encompassing textbook, each title in the Foundations of Psychology series enables students who are new to psychology to get to grips with a key area of psychological research, while also developing an understanding of basic concepts, debates, and research methodologies. In this book Diana Jackson-Dwyer presents an introductory survey of classic and recent research on relationships and the theories that underpin them. The book starts with a brief overvie...

In this classic beginner's guide to English literature, Mario Klarer offers a concise and accessible discussion of central issues in the study of literary texts, looking at:definitions of key terms such as literature and textthe genres of fiction, poetry, drama, and filmperiods and classifications of literaturetheoretical approaches to text the use of secondary resourcesguidelines for writing research essays. The new and expanded edition is fully updated to include:a wider range of textual ex...

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...

Rigorous, yet readable. The author presents the material with sufficient elaboration, explanation, and examples that not only interest the student, but make it understandable. Introduction to Behavioral Research Methods incorporates the four basic approaches to behavioral research (descriptive research, correlational research, experimental research, and quasi-experimental research), and shows students how to conceptualize questions, measure variables, design studies, and analyze data.

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For courses in options, futures, and derivatives.

To be financially literate in today's market, business students must have a solid understanding of derivatives concepts and instruments and the uses of those instruments in corporations. The Third Edition has an accessible mathematical presentation, and more importantly, helps students gain intuition by linking theories and concepts together with an engaging narrative that emphasizes the core economic principles underlying the pricing and use...

For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments. This practical, student-focused text shows how to focus all of an organization's resources on continuous and simultaneous improvement of quality and productivity - thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean...

Societal Organization and Globalization in Cultural Anthropology Cultural Anthropology: A Global Perspective provides students with an introduction to cultural anthropology through a traditional holistic and integrative approach. Organized by societal type, this book's primary emphasis is on applied anthropology, with a strong coverage of globalization. Additionally, it emphasizes three unifying themes: 1) the diversity of human societies and cultural patterns the world over, 2) the similarit...

By introducing each step taken in a criminal investigation, this text allows students to gain a clear understanding of the processes involved and helps them to critically assess the interplay of investigations, criminology and forensics.

Kath Melia's new book on ethics works in the gap between nursing theory and practice. The chapters tackle the main theories which form the discussion on ethics, and include practical case examples, which bring these theories into the clinical context. These classic and everyday cases challenge the reader to critically reflect on his/her own experiences and outlook.