Bateson and Hoffman's SERVICES MARKETING, 4e, International Edition examines the use of services marketing as a competitive tool from a uniquely broad perspective. The text explores services marketing not only as an essential focus for service firms, but also as a source of competitive advantage for companies that market tangible products. As a result, real-world examples throughout the text feature a wide array of businesses representing a variety of industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and "other services." The Fourth Edition of this proven text draws on cutting-edge data to cover important current issues such as business-to-business services, technology, and the global market, giving students valuable insights and skills to help them succeed in today's business environment. The text also maintains its popular, reader-friendly style and the streamlined structure that makes it perfect for courses of all types within both semester and quarter schedules.
The primary objective of Essentials of Services Marketing: Concepts, Strategies Cases, 2e is to provide materials that not only introduce the student to the field of services marketing, but also acquaint the student with specific customer service issues. The business world now demands, in addition to traditional business knowledge, increasing employee competence in customer satisfaction, service quality, and customer service - skills that are essential in sustaining the existing customer base.
Hoffman and Bateson's SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES examines the use of services marketing as a competitive tool from a uniquely broad perspective. The text explores services marketing not only as an essential focus for service firms, but also as a source of competitive advantage for companies that market tangible products. As a result, real-world examples throughout the text feature a wide array of businesses representing a variety of industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and other services. The Fourth Edition of this proven text draws on cutting-edge data to cover important current issues such as business-to-business services, technology, and the global market, giving students valuable insights and skills to help them succeed in today's business environment. The text also maintains its popular, reader-friendly style and the streamlined structure that makes it perfect for courses of all types within both semester and quarter schedules. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry focusing strongly on customer satisfaction, service quality and customer service. Building on the seminal work of Hoffman and Bateson, the authors provide an excellent combination of real-world case studies and service marketing theory ideal for students and practitioners alike.
Morris dancing is one of the more peculiar of English folk customs, greatly misunderstood. Seen as a descendant of pagan folk ritual, scholastic history of morris dancing has been based on calendar customs and other preconceptions. Anthropologist John Forrest shows that morris dancing has neither pagan nor ancient origins, but was a product of its time. 28 illustrations.
A survey of the major viewpoints in social psychology concerning peoples's self-awareness, explanations of their actions, cognitive illusions and self-misunderstandings.
In this 1992 book, John Kennedy's point is that explicit anthropomorphism was well-nigh killed by fierce criticism from the radical Behaviourists, but that we have to recognize that today there is a new anthropomorphism which is much harder to avoid because it is unintended and largely unconscious. For that reason even those who if they were asked would firmly reject anthropomorphism nevertheless unwittingly slip into it from time to time. This book contains nineteen essays on behavioural concepts which have seldom been identified as anthropomorphic but in fact bear that connotation and lead to mistakes. Some of these, such as search images in birds and the learning of grammatical language by apes, have been seen through as errors after a time. A greater number, such as efference copy, goal-directedness, cognition and suffering in animals, are still current though not yet regarded as erroneous. The final chapter outlines things we can do to minimise the damage it does to the causal analysis of animal behaviour.
This second edition updates the methods based on new technologies, updates and increases the number of examples, and reorganizes so the theoretical material is up front. The author's decisions were guided by having used the first edition in classes at two universities. Consequently, he received feedback on the book from a variety of different perspectives--from groups of very conscientious and competent students and from colleagues around the world who have used the book. By consensus, the most popular aspect of the first edition was the organization of the book, where the student/researcher is guided through conceptualizing, designing, implementing, and writing up the research project. This basic organization is the same as in the first edition, however, within this organizational frame things have changed. The discussion of the place of direct observational methods in relation to different "qualitative" and "quantitative" research traditions has been kept, but expanded. Discussions of the use of direct observations in naturalistic settings (drawing from research methods in ethology and ethnography) and in more contrived settings (drawing from experimental psychology) are extended. Relatedly, an extended discussion has been added on theories of science guiding different research assumptions. In addition, sections of validity, reliability, and the ethics surrounding the research enterprise are also expanded. These constructs are not specific to observational methods but relevant to the general research process. In revised chapters in these areas the author provides grounding in the general concepts and then draws more specific focus to observational methods. The extended discussion of ethics is important, since issues related to who gets authorship on papers, how to complete Institutional Review Board forms, and honesty in reporting findings are all issues that face both junior and senior researchers alike. Practical issues of writing research papers are expanded in this edition, providing discussions of writing both review and empirical articles. Lastly, a new and extensive chapter on using technology in direct observational methods has been added, which reviews the available hardware and software in direct observational methods.
Here is a work of profound clinical scope from some of the foremost leaders in psychology. Propagations, written by alumni and disciples of the Mental Research Institute (MRI), is not just a compliment to the MRI influence, but also a way for readers to discover and savor the important contributions of those influenced by the MRI. Chapters range from the theoretical to the case study, tied together by the theme of how this amazing institute has profoundly impacted therapeutic thought. The book clarifies the depth and power of the MRI influence, which extends to theory, all aspects of psychotherapy practice, other professions, and other lands. Propagations offers outstanding conceptualizations, teaching, writing, and clinical and non-clinical therapy ideas that are immediately useful to clinicians, academic researchers, students, and other individuals interested in how people change.
Get to know the origins, development, and key figures of each major counseling theory This comprehensive text covers all the major theories in counseling and psychotherapy along with an emphasis on how to use these theoretical models in clinical practice. The authors cover the history, key figures, research base, multicultural implications, and practical applications of the following theoretical perspectives: Psychoanalytic, Individual/Adlerian, Existential, Gestalt, Person-Centered, Behavioral, Cognitive-Behavioral, Choice Theory/Reality Therapy, Feminist, Constructive, Family Systems, Multicultural, and Eclectic/Integrative. This text has case examples that bring each theory to life. The entire book has been updated with the latest research and techniques. Pedagogical features include learner objectives, "Putting It in Practice" boxes, questions for reflection, case examples and treatment planning, and chapter summaries. Every theory is examined from cultural, gender/sexual, and spiritual perspectives. The instructor supplement package includes a Respondus test bank, chapter outlines, supplemental lecture ideas, classroom activities, and PowerPoint slides. Video demonstrations corresponding to every major theory and linked to each chapter's contents. In addition, a WPLS course will be available after publication. Expanded video elements closely tied to sections of the text New visuals, including graphics, charts, and tables to facilitate student understanding of theories and how they relate to one another Increased coverage of multicultural and ethical issues in every chapter Cultural, gender, sexuality, and spiritual issues are integrated into every chapter The Sommers-Flanagan's hands-on, practical approach emphasizes how students and practitioners can apply these theories in real-world practice. Students are empowered to develop theoretically-sound and evidence-based approaches to conducting counseling and psychotherapy.
Written during the height of the ecology movement, The Ecological Transition is a stunning interdisciplinary work. It combines anthropology, ecology, and sociology to formulate an understanding of cultural-environmental relationships. While anthropologists have been studying relationships between humans and the physical environment for a very long time, only in the last thirty years have questions inherent in these relationships broadened beyond description and classification. For example, the concept of environment has been extended beyond the physical into the social. Although anthropologists have adopted many of the concepts that Bennett develops in the book, he also feels that the central issues have never been addressed, either by anthropologists or by people in related disciplines. The most important of these, in Bennett's opinion, is the failure to incorporate a respect for the environmental in contemporary culture, which would allow making exceptions in certain human practices in order to protect the environment. His point in The Ecological Transition is that a basic cultural change in modern civilization is necessary to achieve this end. Both a theoretical and a practical work, The Ecological Transition emphasizes the relationships between human culture, the physical environment, technology, and social policy. The Ecological Transition is a challenging volume that makes us face the consequences of human behavior in the modern world: its effect on pollution, natural resources, agriculture, the economy, and population, to name just a few areas. The book remains a significant contribution to the discourse on social, economic, and environmental problems. While the book was first published in 1976, it still reads as a contemporary tract.
Evaluates the results of several decades of ethological work on developmental psychology. It looks at human development from the context of the natural world, thereby re-establishing the links, begun with Charles Darwin, between research on child development and animal behaviour.
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