Inhaltsangabe:Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry. Inhaltsverzeichnis:Inhaltsverzeichnis: AcknowledgementsII List of abbreviations:3 Executive Summary5 1.Introduction6 2.Retailing8 2.1Developments and Trends8 2.1.1Modern History of Retailing and Retailing Formats8 2.1.2Past and Future Trends11 2.2Strategies & Concepts18 2.2.1Retailing Classifications18 2.2.2Positioning20 2.2.3Strategies for Competitive Advantage21 2.2.4Scientific Concepts in Retailing23 2.3Success Factors in Retailing28 2.3.1Employees29 2.3.2Technology32 2.3.3Customer Service33 3.Service37 3.1Strategies and Concepts39 3.1.1Service Business Classifications39 3.1.2Strategies for Service firms41 3.1.3Excellence42 3.1.4Service Concepts in Literature49 3.2Service Management57 3.2.1Service Management Functions59 3.2.2The Service Process61 3.2.3The Service System61 3.3New Service Design & Development63 3.3.1The Service Concept64 3.3.2The Service Positioning Matrix64 3.3.3NSD Process Cycle66 3.3.4NSD-Innovation Matrix67 3.3.5Service Blueprinting68 3.4Service Quality and Customer Satisfaction69 3.4.1Overall Service Quality69 3.4.2Service Process Quality72 3.4.3Perceived Service [...]
Inhaltsangabe:Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry. Inhaltsverzeichnis:Inhaltsverzeichnis: AcknowledgementsII List of abbreviations:3 Executive Summary5 1.Introduction6 2.Retailing8 2.1Developments and Trends8 2.1.1Modern History of Retailing and Retailing Formats8 2.1.2Past and Future Trends11 2.2Strategies & Concepts18 2.2.1Retailing Classifications18 2.2.2Positioning20 2.2.3Strategies for Competitive Advantage21 2.2.4Scientific Concepts in Retailing23 2.3Success Factors in Retailing28 2.3.1Employees29 2.3.2Technology32 2.3.3Customer Service33 3.Service37 3.1Strategies and Concepts39 3.1.1Service Business Classifications39 3.1.2Strategies for Service firms41 3.1.3Excellence42 3.1.4Service Concepts in Literature49 3.2Service Management57 3.2.1Service Management Functions59 3.2.2The Service Process61 3.2.3The Service System61 3.3New Service Design & Development63 3.3.1The Service Concept64 3.3.2The Service Positioning Matrix64 3.3.3NSD Process Cycle66 3.3.4NSD-Innovation Matrix67 3.3.5Service Blueprinting68 3.4Service Quality and Customer Satisfaction69 3.4.1Overall Service Quality69 3.4.2Service Process Quality72 3.4.3Perceived Service [...]
Calendars of Mesoamerican civilisations are subjected to what is categorised as “ritual practices of time”. This book is a comparative explication of rituals of time of four calendars: the Long Count calendar, the 260-day calendar, the 365-day calendar and the 52-years calendar. Building upon a comparative analytical model, the book contributes new theoretical insights about ritual practices and temporal philosophies. This comprehensive investigation analyses how ritual practices are represented and conceptualised in intellectual systems and societies. The temporal ritual practices are systematically analysed in relation to calendar organisation and structure, arithmetic, cosmogony and chronometry, spatial-temporality (cosmology), natural world, eschatology, sociology, politics, and ontology. It is argued that the 260-day calendar has a particular symbolic importance in Mesoamerican temporal philosophies and practices.
The first volume in this incredible series on western palearctic birds. This unique and spectacular handbook is the most complete and comprehensive photographic guide to the passerines of the Western Palearctic. Written by two of the world's most respected ornithologists, Hadoram Shirihai and Lars Svensson, it contains the most up-to-date information available on bird identification covering all aspects of plumage, moult, ageing and sexing, with sections on voice and other identification criteria, and detailed taxonomic notes. This first volume covers larks, hirundines, pipits and wagtails, bulbuls, accentors, robins, chats, wheatears, thrushes, prinias and cisticolas, and warblers. The exceptional text is backed up by a remarkable collection of almost 2,500 photographs, featuring a comprehensive range of plumages that illustrate every race and morph of each species in the region. This stunning handbook will be the definitive reference for the region for years to come - no birder's shelf will be complete without it.
A survey of recent developments both in the classical and modern fields of the theory. Contents include: The complex analytic structure of the space of closed Riemann surfaces; Complex analysis on noncompact Riemann domains; Proof of the Teichmuller-Ahlfors theorem; The conformal mapping of Riemann surfaces; On certain coefficients of univalent functions; Compact analytic surfaces; On differentiable mappings; Deformations of complex analytic manifolds. Originally published in 1960. The Princeton Legacy Library uses the latest print-on-demand technology to again make available previously out-of-print books from the distinguished backlist of Princeton University Press. These editions preserve the original texts of these important books while presenting them in durable paperback and hardcover editions. The goal of the Princeton Legacy Library is to vastly increase access to the rich scholarly heritage found in the thousands of books published by Princeton University Press since its founding in 1905.
The role of human rights in United States policy toward Latin America is the subject of this study. It covers the early sixties to 1980, a period when humanitarian values came to play an important role in determining United States foreign policy. The author is concerned both with explaining why these values came to impinge on government decision making and how internal bureaucratic processes affected the specific content of United States policy. Originally published in 1981. The Princeton Legacy Library uses the latest print-on-demand technology to again make available previously out-of-print books from the distinguished backlist of Princeton University Press. These editions preserve the original texts of these important books while presenting them in durable paperback and hardcover editions. The goal of the Princeton Legacy Library is to vastly increase access to the rich scholarly heritage found in the thousands of books published by Princeton University Press since its founding in 1905.
America fever" gripped Sweden in the middle of the nineteenth century, seethed to a peak in 1910, when one-fifth of the world’s Swedes lived in America, cooled during World War I, and chilled to dead ash with the advent of the Great Depression in 1930. Swedish Exodus, the first English translation and revision of Lars Ljungmark’s Den Stora Utvandringen, recounts more than a century of Swedish emigration, concentrating on such questions as who came to America, how the character of the emigrants changed with each new wave of emigration, what these people did when they reached their adopted country, and how they gradually became Americanized. Ljungmark’s essential challenge was to capture in a factual account the broad sweep of emigration history. But often he narrows his focus to look closely at those who took part in this mass migration. Through historical records and personal letters, Ljungmark brings many of these people back to life. One young woman, for example, loved her parents, but loved America more: "I never expect to speak to you in this life. . . . Your loving daughter unto death." Like most immigrants, she never expected to return. Another immigrant wrote back seeking a wife: "I wonder how you have it and if you are living. . . . Are you married or unmarried? If you are unmarried, you can have a good home with me." Ljungmark also focuses closely on some of the leaders: Peter Cassel, a liberal temperance supporter and free-church leader whose community in America prospered; Hans Mattson, a colonel in the Civil War and founder of a colony in Minnesota; Erik Jansson, a book burner, self-proclaimed messiah, and founder of the Bishop Hill Colony; Gustaf Unonius, a student idealist and founder of a Wisconsin colony that faltered. The story of Swedish immigrants in the United States is the story in miniature of the greatest mass migration in human history, that of thirty-five million Europeans who left their homes to come to America. It is a human story of interest not only to Swedes but to everyone.
On November 29, 1941, Army played Navy in front of 100,000 fans. Eight days later, the Japanese attacked and the young men who battled each other in that historic game were forced to fight a very different enemy. Author Lars Anderson follows four players-two from Annapolis and two from West Point-in this epic true story, The All Americans. Bill Busik: Growing up in Pasadena, California, Busik was best friends with a young black man named Jackie, who in 1947 would make Major League Baseball history. Busik would have a spectacular sports career himself at the Naval Academy, earning All-American honors as a tailback in 1941. He was serving aboard the U.S.S. Shaw when it was attacked by Japanese dive-bombers in 1943. Hal Kauffman: Together, Busik and Kauffman rode a train across the nation to Annapolis to enroll in the Naval Academy. A backup tailback at Navy, Kauffman would go on to serve aboard the U.S.S. Meredith, which was sunk in 1942. For five days Kauffman struggled to stay alive on a raft, fighting off hallucinations, dehydration, and-most terrifying of all-sharks. Dozens of his crewmates lost their minds; others were eaten by sharks. All the while Kauffman wondered if he'd ever see his friend and teammate again. Henry Romanek: Because he had relatives in Poland, Romanek heard firsthand accounts in 1939 of German aggression. Wanting to become an officer, Romanek attended West Point and played tackle for the Cadets. He spent months preparing for the D-day invasion and on June 6, 1944 - the day he would have graduated from West Point had his course load not been cut from four years to three-Romanek rode in a landing craft to storm Omaha Beach. In the first wave to hit the beach he would also become one of the first to take a bullet. Robin Olds: The son of a famous World War I fighter pilot, Olds decided to follow in his father's footsteps. At West Point he became best friends with Romanek and the two played side-by-side on Army's line. In 1942, a sportswriter Grantland Rice named Olds to his All-American team. Two years later Olds spent D-day flying a P-38 over Omaha Beach, anxiously scanning the battlefield for Romanek, hoping his friend would survive the slaughter. The tale of these four men is woven into a dramatic narrative of football and war that's unlike any other. Through extensive research and interviews with dozens of World War II veterans, Anderson has written one of the most compelling and original true stories in all of World War II literature. From fierce fighting, heroic rescues, tragic death, and awe-inspiring victory, all four men's suspenseful journeys are told in graphic detail. Along the way, Anderson brings World War II to life in a way that has never been done before. Includes sixteen pages of black-and-white photographs.
In this sweeping history of United States policy toward Latin America, Lars Schoultz shows that the United States has always perceived Latin America as a fundamentally inferior neighbor, unable to manage its affairs and stubbornly underdeveloped. This perception of inferiority was apparent from the beginning. John Quincy Adams, who first established diplomatic relations with Latin America, believed that Hispanics were "lazy, dirty, nasty...a parcel of hogs." In the early nineteenth century, ex-President John Adams declared that any effort to implant democracy in Latin America was "as absurd as similar plans would be to establish democracies among the birds, beasts, and fishes." Drawing on extraordinarily rich archival sources, Schoultz, one of the country's foremost Latin America scholars, shows how these core beliefs have not changed for two centuries. We have combined self-interest with a "civilizing mission"--a self-abnegating effort by a superior people to help a substandard civilization overcome its defects. William Howard Taft felt the way to accomplish this task was "to knock their heads together until they should maintain peace," while in 1959 CIA Director Allen Dulles warned that "the new Cuban officials had to be treated more or less like children." Schoultz shows that the policies pursued reflected these deeply held convictions. While political correctness censors the expression of such sentiments today, the actions of the United States continue to assume the political and cultural inferiority of Latin America. Schoultz demonstrates that not until the United States perceives its southern neighbors as equals can it anticipate a constructive hemispheric alliance.
How did the Bolsheviks see themselves? What grand narrative gave meaning to their revolutionary aspirations? The leading Western expert on Bolshevism, Lars T. Lih, answers these questions in the first-ever study of the Bolshevik outlook from Lenin to perestroika. Sharply focused case studies allow individual leaders – Lenin, Stalin, Bukharin, Trotsky, Zinoviev – to come alive and speak in their own voices, with surprising results that challenge conventional narratives left and right. What Was Bolshevism? uses novels, plays, literary criticism, photographs, statues, poetry, history textbooks, songs, and film to paint an indispensable self-portrait of Soviet civilization.
This book engages in the debate on growth versus economic transformation and the importance of industrial policy, presenting a comprehensive framework for explaining the politics of industrial policy. Using comparative research to theorize about the politics of industrial policy in countries in the early stages of capitalist transformation that also experience the pressures of elections due to democratization, this book provides four in-depth African country studies that illustrate the challenges to economic transformation and the politics of implementing industrial policies.
The purpose of this book is to provide a theoretical foundation and an understanding of atomistic spin-dynamics (ASD), and to give examples of where the atomistic Landau-Lifshitz-Gilbert equation can and should be used. As argued in the text, a description of magnetism in an atomistic way is very natural and allows for an interpretation of experimental results in a clear and deep way. This description also allows for calculations, from first principles, of all parameters needed to perform the spin-dynamics simulations, without using experimental results as input to the simulations. As shown in the book, we are now at a very exciting situation, where it is possible to perform accurate and efficient atomistic simulations on a length- and time-scale which is balancing on the edge of what is experimentally possible. In this way, ASD simulations can both validate and be validated by state-of-the art experiments, and ASD simulations also have the possibility to act as a predictive tool that is able to explain the magnetization dynamics in experimentally inaccessible situations. The purpose of this book has been to communicate technically relevant concepts. An even larger motivation is to communicate an inspiration to magnetism and magnetization dynamics, and the emerging technological fields that one may foresee, e.g. in magnonics, solitonics and skyrmionics.
The Anglo-Saxon Chronicle, one of the most important documents that has come down to us from the middle ages. It was originally compiled on the orders of King Alfred the Great in approximately A.D. 890, and subsequently maintained and added to by generations of anonymous scribes until the middle of the 12th Century. The original language was Anglo-Saxon (Old English), but later entries were probably made in an early form of Middle English. This document is the ultimate timeline of British history from its beginnings up to the end of the reign of King Stephen in 1154. The Chronicle certainly does not present us with a complete history of those times and is probably not 100% accurate, either, but that doesn't diminish its enormous value in helping us to arrive at a clearer picture of what actually happened in Britain over a thousand years ago.
Lars Schoultz proposes a way for all those interested in U.S. foreign policy fully to appreciate the terms of the present debate. To understand U.S. policy in Latin America, he contends, one must critically examine the deeply held beliefs of U.S. policy makers about what Latin America means to U.S. national security. Originally published in 1987. The Princeton Legacy Library uses the latest print-on-demand technology to again make available previously out-of-print books from the distinguished backlist of Princeton University Press. These editions preserve the original texts of these important books while presenting them in durable paperback and hardcover editions. The goal of the Princeton Legacy Library is to vastly increase access to the rich scholarly heritage found in the thousands of books published by Princeton University Press since its founding in 1905.
Maybe it´s the strange name, but it's extraordinary how little attention the common condition in the knee named trochlear dysplasia (which means a flat groove in the kneecap) has received. Contrary to popular belief, at least in its mild forms, trochlear dysplasia is a common knee condition and doctors, orthopedic surgeons, physiotherapists, and chiropractors who see, guide, and treat patients with anterior knee pain, unstable kneecaps, and osteoarthritis of the knee, should know about trochlear dysplasia. What causes the condition, what are the symptoms and how can we assess it? This book – which is the first of its kind – is a reference work, serving as a compendium for trochlear dysplasia, based on available scientific literature concerning trochlear dysplasia and adjacent areas, such as operations like trochleoplasty. Radiologists in particular who must assess the degree of trochlear dysplasia should immerse themselves in the relevant imaging options.
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