Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

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...

A detailed overview of the theories, concepts, research methods, and findings in the field of language policy is provided here in one accessible source. The author proposes new methodological, theoretical, and conceptual directions and offers guidance for doing language policy research.

In Imagining Europe, Chiara Bottici and Benoit Challand explore the formation of modern European identity. Europe has not always been there, although we have been imagining it for quite some time. Even after the birth of a polity called the European Union, the meaning of Europe remained a very much contested topic.

What is Europe? What are its boundaries? Is there a specific European identity or is the EU just the name for a group of institutions? This book answers these questions, showing th...

'This was where her dreams drifted to if she didn't blot her nights out with drink; this was where her thoughts settled if she didn't fill her days with chat. She remembered this tiny, remote foreign village on a molecular level and the sight of it soaked into her like water into sand, because this was where her old life had ended and her new one had begun.'Portobello - home to the world-famous street market, Notting Hill Carnival and Clem Alderton. She's the queen of the scene, the girl ever...

Winner of the prize for New Edited Book at The Royal Society of Medicine & The Society of Authors' Medical Book Awards, this textbook for medical students covers orthopaedics, trauma and rheumatology in one volume. It offers both core information regarding what the student needs to know about these specialties and an extensive series of cases with questions and answers that illustrate the thinking behind common everyday practice. The book offers a standard approach to history taking and physi...

Data Science gets thrown around in the press like it's magic. Major retailers are predicting everything from when their customers are pregnant to when they want a new pair of Chuck Taylors. It's a brave new world where seemingly meaningless data can be transformed into valuable insight to drive smart business decisions.

Designed specifically for introductory globalization courses, Introducing Globalization helps students to develop informed opinions about globalization, inviting them to become participants rather than just passive learners. Identifies and explores the major economic, political and social ties that comprise contemporary global interdependencyExamines a broad sweep of topics, from the rise of transnational corporations and global commodity chains, to global health challenges and policies, to i...

Principles of Biochemistry provides a concise introduction to fundamental concepts of biochemistry, striking the right balance of rigor and detail between the encyclopedic volumes and the cursory overview texts available today. Widely praised for accuracy, currency, and clarity of exposition, the Fifth Edition offers a new student-friendly design, an enhanced visual program, new Application Boxes, contemporary research integrated throughout, and updated end-of-chapter problems.

For courses in Multivariate Statistics, Marketing Research, Intermediate Business Statistics, Statistics in Education, and graduate-level courses in Experimental Design and Statistics. Appropriate for experimental scientists in a variety of disciplines, this market-leading text offers a readable introduction to the statistical analysis of multivariate observations. Its primary goal is to impart the knowledge necessary to make proper interpretations and select appropriate techniques for analys...