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,...

This book provides for a comprehensive overview of the various areas of European labour law: fundamental rights, free movement of workers and posting, equal treatment, a-typical forms of employment, collective bargaining and collective agreements, restructuring of enterprises and health and safety.

This book is for students following an introductory course in numerical methods, numerical techniques or numerical analysis. It introduces MATLAB as a computing environment for experimenting with numerical methods. It approaches the subject from a pragmatic viewpoint; theory is kept at a minimum commensurate with comprehensive coverage of the subject and it contains abundant worked examples which provide easy understanding through a clear and concise theoretical treatment. This edition places...

"On Writing Well is a bible for a generation of writers looking for clues to clean, compelling prose." New York Times

A beloved classic, this definitive volume on the art of writing nonfiction celebrates its thirtieth anniversary.

On Writing Well, which grew out of a course that William Zinsser taught at Yale, has been praised for its sound advice, its clarity, and for the warmth of its style. It is a book for anybody who wants to learn how to write or who needs to do some writing to get thro...

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.

Why are some countries rich and others poor? In 1500, the income differences were small, but they have grown dramatically since Columbus reached America. Since then, the interplay between geography, globalization, technological change, and economic policy has determined the wealth and poverty of nations. The industrial revolution was Britain's path breaking response to the challenge of globalization.

Western Europe and North America joined Britain to form a club ofrich nations by pursuing fou...

Birds? Modern Insurance Law presents a concise yet analytical explanation of the fundamental principles of insurance law. Written in an accessible and straightforward manner the work covers everything from the history of insurance and regulation, through to the various forms of insurance such as life, and liability.

As part of the Syngress Basics series, The Basics of Information Security provides you with fundamental knowledge of information security in both theoretical and practical aspects. Author Jason Andress gives you the basic knowledge needed to understand the key concepts of confidentiality, integrity, and availability, and then dives into practical applications of these ideas in the areas of operational, physical, network, application, and operating system security. The Basics of Information Se...

Aimed at those who are responsible for the overall performance of organisations, divisions or departments in diverse industries such as healthcare, aviation, construction, oil and gas, nuclear, railways and defence, this book introduces a new safety paradigm in comprehensible and practical terms. It aims at improving safety and overall organisational performance through a doable, different and directed approach using multiple small steps. This book will help readers in understanding how to in...

Even the smartest among us can feel inept as we fail to figure out which light switch or oven burner to turn on, or whether to push, pull, or slide a door. The fault, argues this ingenious,even liberating,book, lies not in ourselves, but in product design that ignores the needs of users and the principles of cognitive psychology. The problems range from ambiguous and hidden controls to arbitrary relationships between controls and functions, coupled with a lack of feedback or other assistance ...