Customer friendliness is the shortest route to better business results. That's the conclusion Jeannette Biesbroeck draws after forty years of working in the service industry. In this book she points the way to 'Customer friendliness as mastery', with which you can distinguish yourself from your competitors in your own way and within your possibilities.

The customer wants one thing above all: to be well served. In many cases: better. How do you do that? What works and what doesn't? How do you...

This 31-days Devotional Journal book will help you in your devotion time with God and propel you forward in having more understanding of the Word of God. It contains biblical topics and has scriptures provided in different translations. You can meditate on the bible verses to get revelation from them. Also, there is room to reflect and write down your answer to the questions and your own thoughts or experiences of the day. This journal will be a blessed journey to receive from God and set the...

When Roser Caminals was ten years old her family moved to a neighborhood of grid-patterned streets lined with trees and broad sidewalks; but it is the old city, with its potpourri of blind lottery peddlers, sailors from all over the world walking up from the harbor, fishmongers, tourists, door-to-door salesmen, and a variety shady characters thrown into the mix that finds its way into her fiction. The rich texture of the street life Roser Caminals witnessed during her formative years remains ...

This book is a must-read for wholesale bankers and other professionals dealing with companies in financial distress.

Heavy Weather Banking provides a structured approach to the various lending mistakes and lessons learned from actual banking practice, and a relevant toolbox on restructuring do's and don'ts, both in terms of content and effective behaviour.

Quickly following the dotcom bubble burst of 2000, and the financial-economic crisis that started in 2008, we are currently experiencing t...

The credit rating industry called for many debates on its civil liability since the origin of the industry at the beginning of the twentieth century. In 2013, the Union legislature introduced a right to damages, which issuers and investors can directly enforce against credit rating agencies under Article 35a CRA Regulation. This provision has drawn attention because of its remarkable structure: Article 35a CRA Regulation introduced a legal ground for civil liability at the European level, whi...

In the aftermath of the 2008 financial crisis, governments introduced stress tests to measure and monitor banks’ health. Breaking the Bank? assesses whether the EU‑wide banking stress test is a good regulatory tool. It deals with some of the key questions that still linger about the exercise: do the benefits of the stress test outweigh the enormous cost? Is it tough enough on banks? And, does it tell us which banks are healthy or not?

Beyond the scope of the stress test, the book addresse...

Since 1997 Sjef van Erp has been professor of civil law and European private law at Maastricht University. Throughout his career he established the field of comparative and European property law not only as a field of research, but also as a field to teach in. His pioneering work in comparative property education has been an example throughoutthe world. His work to gather property experts to make a Ius Commune Casebook on property law, widely used throughout the world as one of the first and ...

The unforeseen Covid-19 pandemic has propelled, and continues to propel, unprecedented transformations to civil proceedings and the landscape in which they operate. Courts have proven to be creative and innovative in their responses to the pandemic, and in their ability to implement digitisation of paperwork and remote hearings. This book contains a comparative study of how courts in 23 countries have coped with the pandemic, addressing selected innovations and adaptations to court proceedin...

Cities never function in isolation but as nodes in overarching systems characterised by flows of goods, people, and information. To fully understand the evolution of cities, a relational approach is needed, which investigates cities in relation to other cities and urban regions. While a significant part of urban system research has focused on aspects such as the concentration of populations and economic activities, the understanding of the actual networks connecting cities and their impact is...

With increasing advancements in information and manufacturing technologies, there is an ever‑growing need for innovative integration and application of computational design and robotic fabrication in architecture. Hybrid Intelligence in Architectural Robotic Materialization (HI-ARM) provides methods and frameworks that target this need. HI-ARM introduces methodologies and technologies that incorporate computational, fabrication and material intelligence in integrated design-to-robotic-produ...