From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Joche...

Chemistry is widely considered to be the central science: it encompasses concepts from which other branches of science are developed. Yet, for many students entering university, gaining a firm grounding in chemistry is a real challenge. Chemistry(3) responds to this challenge, providing students with a full understanding of the fundamental principles of chemistry on which to build later studies.

Uniquely amongst the introductory chemistry texts currently available, Chemistry(3) is written by ...

This book promotes an evidence-based paradigm of fetal heart rate monitoring during labour, with a move away from the traditional 'pattern-based' interpretation to physiology-based interpretation. Chapters are presented in a systematic and accessible format, covering topics such as non-hypoxic causes of fetal brain injury, pre-existing hypoxia, types of intrapartum hypoxia, erroneous monitoring of maternal heart rate, fetal scalp blood sampling and fetal ECG (STAN), intermittent auscultation ...

This text provides a comprehensive and critical exploration of food from the unique perspective of place. It shows that our experiences with food are deeply influenced by their cultural, social, economic, and political contexts. The authors explore a wide range of questions such as: Do GMOs threaten rural livelihoods? Why don't we eat dogs? Does your neighborhood make you fat? Do community gardens encourage urban gentrification? Can cheese save a local economy? Why are gourmet burgers appeari...

This fully updated second edition is the ideal guide for biomedical engineering technicians looking to increase their understanding of the medical technology involved in patient care. It incorporates recent changes in healthcare, regulations, standards and technology, and includes new chapters on patient safety and the electronic medical record.

Students new to the study of EU law can find knowing what questions to ask to be as much of a challenge as answering them. This book clearly sets the scene: it explores the history and institutions of the EU, examines the interplay of its main bodies in its legislative process and illustrates the role played by the EU Courts and the importance of fundamental rights. The student is also introduced to the key principles of the internal market, in particular the free movement of goods and the fr...

From the New York Times bestselling author of Alice comes this dark retelling of J.M Barrie's Peter Pan. There is one version of my story that everyone knows. And then there is the truth. Once I loved a boy called Peter Pan.

New York Times Bestseller'Fascinating and deeply disturbing' - Yuval Noah Harari, Guardian Books of the Year 'A manual for the 21st-century citizen... accessible, refreshingly critical, relevant and urgent' - Federica Cocco, Financial Times A former Wall Street quant sounds an alarm on the mathematical models that pervade modern life - and threaten to rip apart our social fabricWe live in the age of the algorithm. Increasingly, the decisions that affect our lives - where we go to school, whet...

The exceptional quality of previous editions has been built upon to make this new edition of Atkins' Physical Chemistry even more closely suited to the needs of both lecturers and students. Re-organised into discrete Topics, the text is more flexible to teach from and more readable for students. Now in its eleventh edition, the text has been enhanced with additional learning features and maths support to demonstrate the absolute centrality of mathematics to physical chemistry.

Increasing the ...

For courses in Image Processing and Computer Vision. Introduce your students to image processing with the industry's most prized text For 40 years, Image Processing has been the foundational text for the study of digital image processing. The book is suited for students at the college senior and first-year graduate level with prior background in mathematical analysis, vectors, matrices, probability, statistics, linear systems, and computer programming.

As in all earlier editions, the focus of...