Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research,...

Cynthia Freeland explains why innovation and controversy are valued in the arts, weaving together philosophy, art theory, and many engrossing examples. She discusses blood, beauty, culture, money, sex, web sites, and research on the brain's role in perceiving art. This clear, lively book will engage the public, introductory students, and teachers in the arts.

How do the people of a morally shattered culture and nation find ways to go on living? Cambodians confronted this challenge following the collective disasters of the American bombing, the civil war, and the Khmer Rouge genocide. The magnitude of violence and human loss, the execution of artists and intellectuals, the erasure of individual and institutional cultural memory all caused great damage to Cambodian arts, culture, and society. Author Boreth Ly explores the "traces" of this haunting p...

Appropriate for both undergraduates and MBA students, Operations Management in the Supply Chain: Decisions and Cases, 8e is a guide to operations that takes a unique approach to decision making with a strong emphasis on case materials to put concepts into practice. It provides a balanced treatment of both service and manufacturing firms in a fully updated 4 color revision with modern real-world topics, more Connect content and case solutions. This is the first book to include cross functional...

Highly praised for its clear, straightforward approach, Statistics without Maths for Psychology 8th edition provides a comprehensive and accessible introduction to statistics and SPSS. This widely used and trusted textbook is packed with examples, activities and questions to help you to test your learning and deepen your understanding in a practical and manageable way. Statistics without Maths for Psychology, 8e, will help you to gain the confidence to apply statistical concepts and use SPSS ...

For courses in Thermodynamics. A visual, conceptual and contemporary approach to Physical Chemistry Engel and Reids Thermodynamics, Statistical Thermodynamics, and Kinetics provides a contemporary, conceptual, and visual introduction to physical chemistry. The authors emphasise the vibrancy of physical chemistry today and illustrate its relevance to the world around us using modern applications drawn from biology, environmental science, and material science.

The 4th Edition provides visual su...

Communication in Everyday Life, Fourth Edition remains the only introductory communication book to explore fundamental concepts, theories, and skills aimed at helping readers apply the material to their personal and professional lives--with a thematic integration of the relational perspective and a focus on demonstrating its direct relevance to their own everyday communication. This book helps readers develop a strong foundation in communication concepts, theory, and research, as well as prac...

This best-seller provides a comprehensive, insightful overview of key topics nonprofit leaders encounter daily. Worth covers both the governance and management of nonprofit organizations, helping readers understand what they are and how they work. The text balances research, theory, and practitioner literature with current cases and the latest data.

Grounded in psychology research but with a practical focus on organizational behavior issues, Group Dynamics for Teams helps readers understand and participate in teams more effectively in day-to-day work.