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A Framework for Human Resource Management (2nd Edition): Gary Dessler

  • Filed under: Business

A Framework for Human Resource Management (2nd Edition): Gary Dessler

Editorial Reviews

Review


“I find this text one of the best for my students because it focuses on key issues facing managers in business, not necessarily human resource managers. Operating on the assumption that all managers and supervisors will engage in selecting, training, evaluating, and compensating employees, the text is particularly valuable as a core course for business administration students. Furthermore, this foundation text explains to students the overall responsibilities of human resource managers. As a result, students interested in the discipline are better able to decide whether that field of study is best for their skills, abilities, and interest.” — Susan Gardner, California State University, Chico




“The most distinctive characteristic of this text is how it pares down the information into a very readable form without sacrificing content or reasonable depth.” — Thomas Kanick, Broome Community College



–This text refers to an out of print or unavailable edition of this title.

This book offers select, condensed, and thoroughly updated coverage rewritten from the authors’ best-selling “big” book (I>Human Resource Management, 8/E. Chapter topics include managing human resources today, managing equal opportunity and diversity, personnel planning and recruitment, testing and selecting employees, training and developing employees, appraising performance, compensating employees, managing labor relations and collective bargaining, managing careers and fair treatment, and protecting safety and health. For use in organizations’ brief training courses on executive development.

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  • Andrew Carnegie: David Nasaw

    • Filed under: Business

    Andrew Carnegie: David Nasaw

    Editorial Reviews

    From Publishers Weekly
    Without education or contacts, Andrew Carnegie rose from poverty to become the richest person in the world, mostly while working three hours a day in comfortable surroundings far from his factories. Having decided while relatively young and poor to give all his money away in his lifetime, he embraced philanthropy with the same energy and creativity as he did making money. He wrote influential books, became a significant political force and spent his last years working tirelessly for world peace. Yet he was a true robber baron, a ruthless and hypocritical strikebreaker who made much of his money through practices since outlawed. Nasaw, who won a Bancroft Prize for The Chief, a bio of William Randolph Hearst, has uncovered important new material among Carnegie’s papers and letters written to others, but comes no closer than previous biographers to explaining how such an ordinary-seeming person could achieve so much and embody such contradictions. He concentrates on the private man, including Carnegie’s relations with his mother and wife, and his extensive self-education through reading and correspondence. His business and political dealings are described mostly indirectly, through letters to managers, congressional testimony and articles. Nasaw makes some sense out of the contradictions, but describes a man who seems too small to play the public role. While Peter Krass’s Carnegie and Carnegie’s own autobiography are more exciting to read and do more to explain his place in history, they also leave the man an enigma. 32 pages of photos. (Oct. 24)
    Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
    –This text refers to the

    Hardcover
    edition.

    From The Washington Post
    Andrew Carnegie was almost the exact contemporary of Charles Sherwood Stratton, better known as Tom Thumb, and easily could have been mistaken for P.T. Barnum’s celebrated performing midget. At his tallest, Carnegie never got above five feet, he weighed barely over 100 pounds, and, David Nasaw reports, he “wore high-heeled boots and a top hat to disguise his lack of size.” But resemblances ended right there. Any way you measured him, Carnegie was a giant. He established and subsequently dominated the steel industry, he invested early and wisely in oil, he multiplied his millions many times over — and then he gave away “more than $350 million (in the tens of billions today)” to charities and worthy causes so numerous as to defy cataloguing.

    Here in Washington, as almost everywhere else in America, his mark is inescapable. The Carnegie Library at Mount Vernon Place, a model of the Beaux Arts style, was donated to the city by him in 1902, along with three branch libraries. The neoclassical building of the Carnegie Institution, on P Street, is one of the city’s architectural glories and the headquarters of one of the world’s most important centers of scientific research. On Massachusetts Ave., the Carnegie Endowment for International Peace continues its valiant, hopeless struggle against humankind’s baser inclinations, and on New York Avenue the Washington office of Carnegie Mellon University conducts many activities of local, national and international importance.

    Carnegie’s story is right out of Horatio Alger, though he makes Ragged Dick look like a mere piker. The poor Scot arrives in Pittsburgh in 1848, age 12, child of an aimless father and industrious mother. Goes to work at an early age and quickly ingratiates himself to all with “his remarkably sunny disposition, his broad smile, and non-stop, good natured chatter” — not to mention his capacity for hard work and his nimble mind. Soon he is a messenger boy for the telegraph office — “the perfect position for an ambitious, affable young man” — and soon after that becomes a telegraph operator, “the most sought-after operator in the company” because he is the smartest and the quickest. On he moves to the Pennsylvania Railroad, not yet 20 years old, and wins the favor of its president-to-be. He’s offered the opportunity to buy shares in another company, and eagerly does so, with a loan from the boss, and later gets his first dividend check.

    “I shall remember that check as long as I live,” he wrote many years later. “It gave me the first penny of revenue from capital — something I had not worked for with the sweat of my brow. ‘Eureka!’ I cried. ‘Here’s the goose that lays the golden eggs.’ ” With that he was off. During the Civil War he helped keep the trains running — he paid $850 to an Irish immigrant to take his place in the army — and began to make farsighted but prudent investments. “Meteoric” scarcely begins to describe his upward trajectory:

    “Almost thirty, Andrew Carnegie was the principal shareholder in several thriving companies, a partner in several more, and a force in local business circles, well known and respected for his acumen and his access to capital. He paid taxes on an income of $17,500 in 1864, with an additional $1 tax for his one-horse carriage. A year later, his income had risen to $38,735 ($5.6 million today), on which he paid a tax of $3,655. Again, he was charged an additional $1 tax for his carriage, $2 for his gold watch, and $4 for his pianoforte.”

    It is an astonishing story and even now, almost nine decades after his death, one that is familiar to many Americans. Carnegie, after all, is the giant of the Gilded Age, his only real rival being his contemporary and friendly acquaintance John D. Rockefeller. Never has this story been told so thoroughly or so well as David Nasaw tells it in this massive and monumental biography. Nasaw, who teaches history at the City University of New York and is the author of an excellent biography of William Randolph Hearst, has gotten access to a great deal of material unavailable to previous biographers and has made the most — at times too much — of it. Andrew Carnegie would be a better book had it been pared down from 800 pages of text to, say, 650, because Nasaw is in love with his research and cannot let go of it even when it becomes redundant, but only readers laboring under constraints of time are likely to complain; this is biography on the grand scale, and on the whole it lives up to its author’s ambitions.

    Not the least of its qualities is that Nasaw, unlike most biographers of prominent public figures, does not scant the private side of his subject’s life. He trowels on all the details about how Carnegie became richer and richer and richer — he was both the beneficiary and the victim of what Nasaw wryly calls “the inexorable logic of compound interest” — and how in March 1901 he sold out to J.P. Morgan for the then-unimaginable sum of $400 million, making possible the formation of U.S. Steel, but he is no less attentive to Carnegie’s intimate and inner sides. He admires his subject — “one of the most fascinating men I have encountered, a man who was many things in his long life, but never boring” — but sees him with eyes wide open, and thus paints a portrait that is balanced, nuanced and, in the end, fair and probably accurate.

    Nasaw doesn’t dwell overlong on Carnegie’s physical stature, but probably that is where one must start. Samuel Clemens, who was one of his many famous friends, wrote that “Mr. Carnegie is no smaller than Napoleon, . . . but for some reason or other he looks smaller than he really is. He looks incredibly small, almost unthinkably small.” To the end of his life Carnegie was “the undersized outsider with the funny accent who had been uprooted from his home” in Scotland and never forgot it. His “insecurities were legion,” but he “battled his demons and insecurities in silence. He was a master at compartmentalizing his life, building barriers between Carnegie the lovesick suitor, Carnegie the powerful industrialist, and Carnegie the man of letters, disciple of Herbert Spencer, and confidant of Matthew Arnold.”

    Apart from his mother and wife, Herbert Spencer almost certainly was the most important influence in Carnegie’s life. The British philosopher is now almost entirely forgotten outside academic circles, but in the second half of the 19th century he was one of the most influential and widely read writers in the West. He and Carnegie became friends of sorts — Spencer seems to have been singularly disagreeable and antisocial — but that meant less than the philosophical underpinnings Spencer provided for Carnegie. He was a gloomy man but a sunny moralizer: “Spencer offered Carnegie and his generation an intellectual foundation for their optimism, their sense that history was a record of forward progress, by arguing that material progress went hand-in-hand with moral progress, that industrialization was a higher state of civilization than that which preceded it, and that the future would be even rosier than the present.”

    Spencer taught Carnegie that “his success as a businessman . . . depended on his adherence to the laws of the marketplace, which, because they were embedded in a larger evolutionary schema, were as moral as they were inexorable. The path of evolutionary progress he was following would be strewn with hardships and sacrifice; but these were unavoidable in the short term if mankind was going to benefit over the long term.” Hardships and sacrifice were far more likely to be exacted upon the laboring classes than upon their wealthy employer; this was regrettable but also unavoidable, because it was toward the greater goal of putting sufficient money into the hands of Carnegie and his peers so that they could redistribute it for the benefit of all.

    Carnegie devoutly believed this: that he was part of a chosen elect — chosen by whom is unclear, since he was not a religious man — whose responsibility it was to decide how the wealth of society could be best and most wisely allocated. He was not the first or the last to hold such a belief. It is one of the enduring contradictions of American democracy that on the one hand we believe in rule by popular vote, yet on the other we have acquiesced in the formation of a ruling class whose power comes not from the vote but from the pocketbook. Carnegie, who so passionately believed in America and its institutions that he was known as “the Star-Spangled Scotchman,” not merely saw no contradiction but believed that it was natural law and that he had been naturally selected.

    Carnegie formulated a “gospel of wealth,” relying heavily on Spencer, that rebutted “protests against the unequal distribution of wealth by arguing that the common good was best served by allowing men like himself to accumulate and retain huge fortunes. The more wealth that landed in wise hands, the more that could be given away — wisely — by the retired capitalist acting ‘as trustee and agent for his poorer brethren, bringing to their service his superior wisdom, experience, and ability to administer, doing for them better than they would or could do for themselves.’ ”

    He was as good as his word. Whether the decisions he made were wiser than those that would have been made by an elected government is at least debatable, but the hundreds of libraries built by this man who loved to read enriched the nation incalculably, and his other benefactions similarly made the country a better place. He did himself no honor when he remained silent as his company called in “a private army of detectives to battle its own employees” in the bloody, infamous Homestead Strike of 1892, and the incredible luxury in which he lived with his beloved wife and daughter scarcely suggested sacrifice on his own part, yet on the whole he was honorable and public-spirited. Far more wealth came his way than any human deserves, but he did far better by his good fortune than most others similarly blessed.


    Copyright 2006, The Washington Post. All Rights Reserved.
    –This text refers to the

    Hardcover
    edition.

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  • How To Make Money In Stocks: A Winning System in Good Times or Bad, 3rd Edition: William O’Neil

    • Filed under: Recommended

    How To Make Money In Stocks: A Winning System in Good Times or Bad, 3rd Edition: William O'Neil

    Editorial Reviews

    From the school of unemotional investing comes the classic How to Make Money in Stocks, by Wall Street analyst and publisher William O’Neil. Readers new to securities will find it an excellent primer, one that relies on time-honored indicators such as quarterly earnings, market capitalization, and daily indexes. O’Neil’s study of winning stocks stretches back to the 1960s, and he shares his insights here, describing what characterizes a growth stock, when to cut your losses (at 7 or 8 percent, no more), and how to spot a market top.

    The techniques in How to Make Money in Stocks are hardly revolutionary, but therein lies their strength, as O’Neil claims his is “a winning system in good times or bad.” Investors interested in Net stocks might be disappointed–the author’s first rule is that a company must show a pattern of growing profits, which disqualifies many dot coms. (Try Rule Breakers, Rule Makers for a different take.) O’Neil’s approach to stocks is, above all, rational, and he pays little heed to market hype.

    Those new to investing would do well to read this book before embarking, and even more seasoned traders may find How to Make Money in Stocks a refreshing return to basics. Markets may swing bull and bear, but O’Neil promises to stand firm. –Demian McLean
    –This text refers to an out of print or unavailable edition of this title.

    THE BUSINESSWEEK, USA TODAY, AND WALL STREET JOURNAL BUSINESS BESTSELLER!

    The bestselling guide to buying stocks, from the founder of Investor’s Business Daily­­now completely revised and updated

    When it was first published, How to Make Money in Stocks hit the investing world like a jolt, providing readers with the first in-depth explanation of William J. O’Neil’s innovative CAN SLIM investing method. Five years later, O’Neil, founder for the industry icon Investor’s Business Daily, revised his classic text and provided readers with a newer glimpse on how the average investor can make money in the equities market.

    This third edition of How to Make Money in Stocks has been revised and updated with new chapters designed to help investors increase their performance.

    Like his international bestselling 24 Essential Lessons for Investment Success, which stayed on international business bestseller lists for close to 6 months in 2000, How to Make Money in Stocks is the best reference for the individual investor in how to stay afloat and ahead in the rocky and volatile equities markets of the 21st century.

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  • How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey

    • Filed under: Recommended

    How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey

    Editorial Reviews

    From the bestselling author of Financial Peace, this companion volume to More Than Enough is a step-by-step guide to building wealth while strengthening your marriage and family.

    In Financial Peace, Dave Ramsey showed readers how to get out of debt. Now he uses the same blend of down-home wisdom and straight talk to take readers to the next step: building wealth. But success means more than money–it means having a happy marriage and family. In How to Have More Than Enough, Dave Ramsey guides readers down the path to true success.

    Rather than gimmicks or quick fixes, Ramsey’s method for achieving financial and familial stability focuses on ten traits essential to creating prosperity, teaching children about money, living debt-free, and achieving marital bliss when it comes to finances. His easy-to-follow workbook illustrates each of these traits and allows readers to frequently assess their progress and honestly evaluate their situation. How to Have More Than Enough offers readers and their spouses the chance to work toward building wealth and strengthening their families.

    About the Author
    Dave Ramsey is the host of “The Dave Ramsey Show,” a nationally syndicated radio talk show dealing with financial matters, and is the bestselling author of Financial Peace, More Than Enough, and The Financial Peace Planner. He lives in Nashville, Tennessee, with his wife and three children.

    Order How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey form Amazon.

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  • Faithful Finances 101: From the Poverty of Fear and Greed to the Riches of Spiritual Investing: Gary Moore

    • Filed under: Recommended

    Faithful Finances 101: From the Poverty of Fear and Greed to the Riches of Spiritual Investing: Gary Moore

    Editorial Reviews

    A resource for integrating faith and finances, Faithful Finances 101 is a first-person narrative by an outspoken advocate of faith-based investing. Financial counselor Gary Moore strips the veneer from evangelical views of the illusions that dominated much of the economic scenes of the last two decades and offers, with “hopeful realism,” a guide to true riches based on a biblical worldview.

    Moore moves from frank observations on religious pride to a discussion of making money but losing faith. He sees faith as integral to each and every aspect of investing. Using the financial teachings of the Judeo-Christian Scriptures, he shows people how to take sound but fragmented ideas about modern political, economic, and theological reality and mold them into a coherent whole. He cites people he respects, including Henri Nouwen, Chuck Colson, Sir John Templeton, and Robert Schuller.

    Differentiating between having a Christian financial planner and having a Christian financial plan, Moore explains that spiritual investing connects the soul of theology, the mind of economics, and the heart of politics, freeing the spirit for “balanced riches” that benefit not only individuals but the world.

    He explores the Scriptures, pointing out guidance offered by the patriarchs and prophets, as well as the financial challenges of the gospels. With this Biblical foundation, he then presents a vision for true wealth n the Third Millennium.

    Faithful Finances features a forward by Sir John Templeton.

    From the Publisher
    Gary Moore has a degree in political science and was a senior vice president of investments at Paine Webber before founding his own investment firm as “counsel to ethical and spiritual investors.” He has since advised some of America’s well-known ministries, churches, banks, and individual investors. He is the author of five other books about integrating religion/spirituality with personal financial management, including Spiritual Investments, also published by Templeton. He has served as a trustee of the Crystal Cathedral, a trustee of Messiah College, a board member of the John Templeton Foundation, a board advisor to Bill Bennett’s Empower America, the lay leader of both a Lutheran and an Episcopal church, and a financial commentator for UPI Radio and the Skylight Radio Network. He lives in Sarasota, Florida, with his wife and teenage son.

    Order Faithful Finances 101: From the Poverty of Fear and Greed to the Riches of Spiritual Investing: Gary Moore form Amazon.

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  • How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey

    • Filed under: Recommended

    How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey

    Editorial Reviews

    From the bestselling author of Financial Peace, this companion volume to More Than Enough is a step-by-step guide to building wealth while strengthening your marriage and family.

    In Financial Peace, Dave Ramsey showed readers how to get out of debt. Now he uses the same blend of down-home wisdom and straight talk to take readers to the next step: building wealth. But success means more than money–it means having a happy marriage and family. In How to Have More Than Enough, Dave Ramsey guides readers down the path to true success.

    Rather than gimmicks or quick fixes, Ramsey’s method for achieving financial and familial stability focuses on ten traits essential to creating prosperity, teaching children about money, living debt-free, and achieving marital bliss when it comes to finances. His easy-to-follow workbook illustrates each of these traits and allows readers to frequently assess their progress and honestly evaluate their situation. How to Have More Than Enough offers readers and their spouses the chance to work toward building wealth and strengthening their families.

    About the Author
    Dave Ramsey is the host of “The Dave Ramsey Show,” a nationally syndicated radio talk show dealing with financial matters, and is the bestselling author of Financial Peace, More Than Enough, and The Financial Peace Planner. He lives in Nashville, Tennessee, with his wife and three children.

    Order How to Have More than Enough: A Step-by-Step Guide to Creating Abundance: Dave Ramsey form Amazon.

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  • Information Risk And Security: Preventing And Investigating Workplace Computer Crime: Edward Wilding

    • Filed under: Recommended

    Information Risk And Security: Preventing And Investigating Workplace Computer Crime: Edward Wilding

    Information risk exposes organizations to catastrophic failure, regulatory censure, fraud, IP theft, extortion, systems sabotage…the list goes on. The current fixation with technical controls means that people are often neglected, taken for granted or demeaned and yet, the one common denominator in most incidents is employees themselves. “Information Risk and Security” explains the complex and diverse sources of risk for any organization, and provides clear guidance and strategies to prevent these threats before they happen and to investigate them, if and when they do. Edward Wilding focuses particularly on internal IT risk, workplace crime and the preservation of evidence, because it is these areas that are generally so badly mismanaged. There is advice on: adopting control and security measures that do not hinder business operations, but which effectively block criminal access and misuse; how to secure information - in both electronic and hard copy form; understanding and countering the techniques by which employees are subverted or entrapped into giving access to systems and processes;preventing computer fraud, IP theft and systems sabotage, and investigating and responding to these threats should they occur; responding to attempted extortion and malicious information leaks; dealing with catastrophic risk; best-practice for monitoring and securing office and wireless networks; securing evidence where computer misuse occurs and presenting this evidence in court; conducting covert operations and forensic investigations; and much more. Tackling information risk and security is, as with all other aspects of organizational effectiveness, a matter of good management. This is an essential guide for risk and security managers, computer auditors, investigators, IT managers, line managers and non-technical experts; all those who need to understand the threat to workplace computers and information systems. The author’s style mixes numerous case studies with practical, down-to-earth and easily implemented advice to help everyone with responsibility for this threat to manage it effectively.

    About the Author
    Edward Wilding has investigated several hundred cases of computer fraud and misuse in many jurisdictions. His previous book, Computer Evidence: A Forensic Investigations Handbook (Sweet and Maxwell 1996) was one of the first to discuss computer forensic investigations. The author has lectured widely, trained incident response teams, and conducted security and risk reviews for a diversity of clients. He has also served as an expert witness in civil and criminal cases, tribunals and official hearings, including the Hutton Inquiry. In 2002, he co-founded Data Genetics International (DGI), specializing in computer crime investigation, incident response and forensic evidence.

    Order Information Risk And Security: Preventing And Investigating Workplace Computer Crime: Edward Wilding form Amazon.

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  • Encyclopedia of Information Ethics and Security: Marian Quigley

    • Filed under: Recommended

    Encyclopedia of Information Ethics and Security: Marian Quigley

    Rapid technological advancement has given rise to new ethical dilemmas and security threats, while the development of appropriate ethical codes and security measures fail to keep pace, which makes the education of computer users and professionals crucial. The Encyclopedia of Information Ethics and Security is an original, comprehensive reference source on ethical and security issues relating to the latest technologies. Covering a wide range of themes, this valuable reference tool includes topics such as computer crime, information warfare, privacy, surveillance, intellectual property and education. This encyclopedia is a useful tool for students, academics, and professionals.

    About the Author
    Marian Quigley, PhD (Monash University); BA (Chisholm Institute of Technology); Higher Diploma of Teaching Secondary (Art and Craft) is a Senior Lecturer in the Faculty of Information Technology, Monash University. Her research interests include the social effects of technology and animation. Her recent publications include the books Women Do Animate: Interviews with 10 Australian Animators (Insight Publications, 2005) and Information Security and Ethics: Social and Organizational Issues (IRM Press, 2004).

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  • Service Innovation: Organizational Responses to Technological Opportunities & Market Imperatives (Series on Technology Management): Joe Tidd, Frank M. Hull

    • Filed under: Recommended

    Service Innovation: Organizational Responses to Technological Opportunities & Market Imperatives (Series on Technology Management): Joe Tidd, Frank M. Hull

    Review
    “… while this text is most valuable to the academician, it also should be of interest to those in service industries responsible for new product development … this book makes a worthwhile contribution to the academic literature as well as catering to the needs of business professionals.” Journal of Product Innovation Management

    This book makes a worthwhile contribution to the academic literatire as well as catering to the needs of business professionals. — The Journal of Product Innovation Management

    In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book.

    This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book:

    · That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. · That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions — the so-called “productivity paradox” in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment.

    order Service Innovation: Organizational Responses to Technological Opportunities & Market Imperatives (Series on Technology Management): Joe Tidd, Frank M. Hull form Amazon.

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  • Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation: Michael D. Johnson, Anders Gustafsson

    • Filed under: Recommended

    Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation: Michael D. Johnson, Anders Gustafsson

    Editorial Reviews

    Review
    “…a very useful book…” (Managing Service Quality, June 2004)

    a very useful book (Managing Service Quality, June 2004)

    Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization’s services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

    $Order Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation: Michael D. Johnson, Anders Gustafsson From Amazon and save money$

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