The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.
This book covers the ever-increasing problem of information overload from both the professional and academic perspectives. Focusing on the needs of practicing engineers and professional communicators, it addresses the causes and costs of information overload, along with strategies and techniques for reducing and minimizing its negative effects. The theoretical framework of information overload and ideas for future research are also presented. The book brings together an international group of authors, providing a truly global point of view on this important, rarely covered topic.
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.
This book covers the ever-increasing problem of information overload from both the professional and academic perspectives. Focusing on the needs of practicing engineers and professional communicators, it addresses the causes and costs of information overload, along with strategies and techniques for reducing and minimizing its negative effects. The theoretical framework of information overload and ideas for future research are also presented. The book brings together an international group of authors, providing a truly global point of view on this important, rarely covered topic.
An analysis of the role played by private philanthropic foundations in shaping public policy during the early years of this century—focusing on foundation-sponsored attempts to influence policy in the areas of education, social welfare, and public health. Winner of the Outstanding Book Award from the Ohio Academy of History In Private Wealth and Public Life, historian Judith Sealander analyzes the role played by private philanthropic foundations in shaping public policy during the early years of this century. Focusing on foundation-sponsored attempts to influence policy in the areas of education, social welfare, and public health, she addresses significant misunderstandings about the place of philanthropic foundations in American life. Between 1903 and 1932, fewer than a dozen philanthropic organizations controlled most of the hundreds of millions of dollars given to various causes. Among these, Sealander finds, seven foundations attempted to influence public social policy in significant ways—four were Rockefeller philanthropies, joined later by the Russell Sage, Rosenwald, and Commonwealth Fund foundations. Challenging the extreme views of foundations either as benevolent forces for social change or powerful threats to democracy, Sealander offers a more subtle understanding of foundations as important players in a complex political environment. The huge financial resources of some foundations bought access, she argues, but never complete control. Occasionally a foundation's agenda became public policy; often it did not. Whatever the results, the foundations and their efforts spurred the emergence of an American state with a significantly expanded social-policy-making role. Drawing on a wealth of archival materials, much of it unavailable or overlooked until now, Sealander examines issues that remain central to American political life. Her topics include vocational education policy, parent education, juvenile delinquency, mothers' pensions and public aid to impoverished children, anti-prostitution efforts, sex research, and publicly funded recreation. "Foundation philanthropy's legacy for domestic social policy," she writes, "raises a point that should be emphasized repeatedly by students of the policy process: Rarely is just one entity a policy's sole author; almost always policies in place produced unintended consequences.
Judith Brockenbrough McGuire's Diary of a Southern Refugee during the War is among the first of such works published after the Civil War. Although it is one of the most-quoted memoirs by a Confederate woman, James I. Robertson's edition is the first to present vital details not given in the original text. His meticulous annotations furnish references for poems and quotations, supply the names of individuals whom McGuire identifies by their initials alone, and provide an in-depth account of McGuire's extraordinary life. Throughout the war years, McGuire made poignant entries in her diary. She wrote incisive commentaries on society, ruminated on past glories, and detailed her hardships. Her entries are a highly personal, highly revealing mixture of family activities; military reports and rumors; conditions behind the battle lines; and her observations on life, faith, and the future. In providing illuminating background and references that significantly enhance the text, Robertson's edition adds considerably to our understanding of this important work.
The bestselling guide to the medical management of common genetic syndromes —now fully revised and expanded A review in the American Journal of Medical Genetics heralded the first edition of Management of Genetic Syndromes as an "unparalleled collection of knowledge." Since publication of the first edition, improvements in the molecular diagnostic testing of genetic conditions have greatly facilitated the identification of affected individuals. This thorough revision of the critically acclaimed bestseller offers original insights into the medical management of sixty common genetic syndromes seen in children and adults, and incorporates new research findings and the latest advances in diagnosis and treatment of these disorders. Expanded to cover five new syndromes, this comprehensive new edition also features updates of chapters from the previous editions. Each chapter is written by an expert with extensive direct professional experience with that disorder and incorporates thoroughly updated material on new genetic findings, consensus diagnostic criteria, and management strategies. Edited by two of the field's most highly esteemed experts, this landmark volume provides: A precise reference of the physical manifestations of common genetic syndromes, clearly written for professionals and families Extensive updates, particularly in sections on diagnostic criteria and diagnostic testing, pathogenesis, and management A tried-and-tested, user-friendly format, with each chapter including information on incidence, etiology and pathogenesis, diagnostic criteria and testing, and differential diagnosis Up-to-date and well-written summaries of the manifestations followed by comprehensive management guidelines, with specific advice on evaluation and treatment for each system affected, including references to original studies and reviews A list of family support organizations and resources for professionals and families Management of Genetic Syndromes, Third Edition is a premier source to guide family physicians, pediatricians, internists, medical geneticists, and genetic counselors in the clinical evaluation and treatment of syndromes. It is also the reference of choice for ancillary health professionals, educators, and families of affected individuals looking to understand appropriate guidelines for the management of these disorders. From a review of the first edition: "An unparalleled collection of knowledge . . . unique, offering a gold mine of information." —American Journal of Medical Genetics
This volume reproduces primary texts which embody the polymathic nature of the literature of science, and provides editorial overviews and extensive references, to provide a resource for specialized academics and researchers with a broad cultural interest in the long 18th century.
Completely revised and updated, the fourth edition of Practicum and Internship carries on the tradition of the previous editions as a popular and highly useful textbook and resource guide. It continues to be a comprehensive resource for students and their supervisors throughout the counseling and psychotherapy process, providing thorough coverage of both the theoretical and practical aspects of the practicum and internship process. This text guides students through the important pre-professional training experiences, from the selection of an appropriate practicum site to the final evaluation of the internship. Organizing the content into four sections for clarity and ease of use, the authors discuss all the relevant information regarding the practicum experience, preparation for the internship, the internship experience and evaluation, and important ethical and legal considerations. New in this edition are a listing and description of the various counseling theories and techniques; a section on crisis intervention and response; detailed guidelines for school mental health consultation; and forms for evaluating performance, cognitive, and consulting skills Forms are provided at the end of the book for the student’s use in site selection, assessment, client treatment, and performance feedback and evaluation. These forms are also included in electronic format on an accompanying CD to allow students to modify and reuse them.
He left behind seven children, the eldest only twelve, and a wife who was eight and a half months pregnant. As a field officer in a prestigious unit, the opportunities for fame and glory seemed limitless.
Reviewing her novel, The Line of the Sun, the New York Times Book Review hailed Judith Ortiz Cofer as "a writer of authentic gifts, with a genuine and important story to tell." Those gifts are on abundant display in The Latin Deli, an evocative collection of poetry, personal essays, and short fiction in which the dominant subject—the lives of Puerto Ricans in a New Jersey barrio—is drawn from the author's own childhood. Following the directive of Emily Dickinson to "tell all the Truth but tell it slant," Cofer approaches her material from a variety of angles. An acute yearning for a distant homeland is the poignant theme of the title poem, which opens the collection. Cofer's lines introduce us "to a woman of no-age" presiding over a small store whose wares—Bustelo coffee, jamon y queso, "green plantains hanging in stalks like votive offerings"—must satisfy, however imperfectly, the needs and hungers of those who have left the islands for the urban Northeast. Similarly affecting is the short story "Nada," in which a mother's grief over a son killed in Vietnam gradually consumes her. Refusing the medals and flag proferred by the government ("Tell the Mr. President of the United States what I say: No, gracias."), as well as the consolations of her neighbors in El Building, the woman begins to give away all her possessions The narrator, upon hearing the woman say "nada," reflects, "I tell you, that word is like a drain that sucks everything down." As rooted as they are in a particular immigrant experience, Cofer's writings are also rich in universal themes, especially those involving the pains, confusions, and wonders of growing up. While set in the barrio, the essays "American History," "Not for Sale," and "The Paterson Public Library" deal with concerns that could be those of any sensitive young woman coming of age in America: romantic attachments, relations with parents and peers, the search for knowledge. And in poems such as "The Life of an Echo" and "The Purpose of Nuns," Cofer offers eloquent ruminations on the mystery of desire and the conflict between the flesh and the spirit. Cofer's ambitions as a writer are perhaps stated most explicitly in the essay "The Myth of the Latin Woman: I Just Met a Girl Named Maria." Recalling one of her early poems, she notes how its message is still her mission: to transcend the limitations of language, to connect "through the human-to-human channel of art.
From unlikely places like Scotland and the Appalachian Mountains to the Bible and archives of the Spanish Inquisition, this valuable resource published in 2018 is the first to cover the naming practices of Conversos, Marranos and secret Jews along with more familiar Central and Eastern European Jewries. It includes Joseph Jacobs’ classic work on Jewish Names, a chapter on Scottish clans and septs, thousands of Sephardic and Ashkenazic surnames from early colonial records and Rabbi Malcolm Stern’s 445 Early American Jewish Families. Appendix A contains 400 surnames from the Greater London cemetery Adath Yisroel. Appendix B provides a combined name index to the indispensable When Scotland Was Jewish, Jews and Muslims in British Colonial America and The Early Jews and Muslims of England and Wales, all by Elizabeth Caldwell Hirschman and Donald N. Yates. It contains 276 pages and has an extensive index and bibliography. “Up-to-date and valuable research tool for genealogists and those interested in Jewish origins.” —Eran Elhaik, Assistant Professor, The University of Sheffield
“A colorful, revealing portrait of Puerto Rican culture and domestic relationship” from the award-winning poet and author of An Island Like You (Publishers Weekly). Set in the 1950s and 1960s, The Line of the Sun moves from a rural Puerto Rican village to a tough immigrant housing project in New Jersey, telling the story of a Hispanic family’s struggle to become part of a new culture without relinquishing the old. At the story’s center is Guzmán, an almost mythic figure whose adventures and exile, salvation and return leave him a broken man but preserve his place in the heart and imagination of his niece, who is his secret biographer. “Cofer . . . reveals herself to be a prose writer of evocatively lyrical authority, a novelist of historical compass and sensitivity . . . One recognizes in the rich weave and vigorous elegance of the language of The Line of the Sun a writer of authentic gifts, with a genuine and important story to tell.”—The New York Times Book Review “There is great strength in the way Cofer evokes the fierce, loving, and brave Latin spirit that is the novel’s real theme.”—Joyce Johnson, National Book Critics Circle Award-winning author “The Line of the Sun reads like a dream, from the beautifully realized description of the deceptive Paradise Lost, to the utterly different but equally vivid world of the urban North . . . This is a splendid first novel.”—The State (Columbia, South Carolina) “The writing in this superb novel stuns and surprises at every turn. Its sensuality and imagery . . . are riveting.”—The San Juan Star
In this pathbreaking book, a well-known feminist and sociologist--who is also the Founding Editor of Gender & Society--challenges our most basic assumptions about gender. Judith Lorber views gender as wholly a product of socialization subject to human agency, organization, and interpretation. In her new paradigm, gender is an institution comparable to the economy, the family, and religion in its significance and consequences. Drawing on many schools of feminist scholarship and on research from anthropology, history, sociology, social psychology, sociolinguistics, and cultural studies, Lorber explores different paradoxes of gender: --why we speak of only two "opposite sexes" when there is such a variety of sexual behaviors and relationships; --why transvestites, transsexuals, and hermaphrodites do not affect the conceptualization of two genders and two sexes in Western societies; --why most of our cultural images of women are the way men see them and not the way women see themselves; --why all women in modern society are expected to have children and be the primary caretaker; --why domestic work is almost always the sole responsibility of wives, even when they earn more than half the family income; --why there are so few women in positions of authority, when women can be found in substantial numbers in many occupations and professions; --why women have not benefited from major social revolutions. Lorber argues that the whole point of the gender system today is to maintain structured gender inequality--to produce a subordinate class (women) that can be exploited as workers, sexual partners, childbearers, and emotional nurturers. Calling into question the inevitability and necessity of gender, she envisions a society structured for equality, where no gender, racial ethnic, or social class group is allowed to monopolize economic, educational, and cultural resources or the positions of power.
Reconfigures familiar concepts in medical sociology to explore how gender, race, class, ethnicity, and culture influence both the experience of symptoms of physical illnesses, and the treatment of the symptoms by the medical establishment. Also offers a gender-informed analysis of the knowledge base and underlying assumptions about illness, and the way questions are asked and research priorities are set. Paper edition (unseen), $17.95. Annotation copyrighted by Book News, Inc., Portland, OR.
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