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 ...

The purpose of NATO: From Regional to Global Security Provider is to provide a comprehensive analysis of the Alliance's new vision (the new Strategic Concept) and common security impact - associated tasks to be undertaken within a short and longer term time horizon. The book serves as a relevant and timely study of the most pressing issues facing NATO today - including recent lessons gained. It provides recommendations for consideration and further discussion (i.e., the "what" and the "how" r...

Avec son découpage chronologique et ses nombreuses illustrations, cet ouvrage permet de balayer onze siècles d'histoire littéraire.

Afin d'offrir un large panorama du sujet, cet ouvrage :

explique les grands mouvements de la littérature française, du Moyen Âge à nos jours,

expose les principes des différents genres littéraires,

recense les oeuvres et auteurs marquants de chaque courant littéraire.

Étudiants préparant une licence ou un CAPES de lettres classiques ou de lettres mode...

The Integrated Chinese Volume 2 Textbook is designed to cover the second semester of study at the college level. Learners develop real-life communicative skills as they discuss topics related to everyday life and learn useful grammatical structures presented alongside clear, jargon-free explanations. Two review lessons are included for cumulative practice.

The Volume 2 Textbook is also available as a fully integrated, multimedia-rich digital course on Cheng & Tsui’s FluencyLink platform

New...

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...

One hundred and ten years ago, Maria Montessori, the first female physician in Italy, devised a very different method of educating children, based on her observations of how they naturally learn. In Montessori, Angeline Stoll Lillard shows that science has finally caught up with Maria Montessori. Lillard presents the research behind nine insights that are foundations of Montessori education, describing how each of these insights is applied in the Montessori classroom.

In reading this book, pa...

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...