Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
This volume affords a visual documentation of the most varied political career in American history and exemplifies the work of the principal American portraitists from the days of Copley and Stuart to the dawn of the Daguerrean era. Included in the 159 illustrations are all the known life portraits, busts, and silhouettes of John Quincy and Louisa Catherine Adams, along with important replicas, copies, engravings, and representative likenesses of their siblings. The book is organized into seven chapters which generally coincide with the major divisions of John Quincy Adams' political career. Within each chapter are discussed the artists, their relationships with the Adams's, and the provenance of each of their works. A chronology of John Quincy Adams' life for each period accompanies the chapter to which it pertains. Information about the size of each likeness, the inscriptions if any, the date executed, and present ownership where known is summarized in the List of Illustrations. The Adams's, as they watched themselves age over the years in the marble, ink, or oil of the artists who portrayed them, recorded much by way of commentary on the artistic talent and process at hand. The author makes use of the diaries and correspondence preserved in the Adams Papers, thus combining a learned appreciation with an intimate glimpse of Adams's as they saw themselves.
Most people believe the Federal Bureau of Investigation began under J. Edgar Hoover in the 1920s or 1930s. Many also naturally assume it was developed for the express purpose of fighting crime. However, the reality is very different. The reality is it began years earlier, in 1908, under President Theodore Roosevelt. In The Birth of the FBI: Teddy Roosevelt, the Secret Service, and the Fight Over America's Premier Law Enforcement Agency, Willard Oliver details the political fight that led to the birth of America’s premier law enforcement agency. Roosevelt was concerned about conservation and one issue he wanted enforced were the fraudulent land deals being perpetrated by many people, including some members of Congress. When he began using the Secret Service to investigate these crimes, Congress blocked him from doing so. The end result of this political spat was Roosevelt’s creation of the FBI, which heightened the political row between the two branches of government in the final year of Roosevelt’s presidency. The truth of the matter is, the premier law enforcement agency in the United States was actually created because of a political fight between the executive and legislative branches of government. The Birth of the FBI reveals the true story behind the birth of the FBI and provides some useful insight into an important part of our American history.
A revolution in the measurement and reporting of government performance through the use of published metrics, rankings and reports has swept the globe at all levels of government. Performance metrics now inform important decisions by politicians, public managers and citizens. However, this performance movement has neglected a second revolution in behavioral science that has revealed cognitive limitations and biases in people's identification, perception, understanding and use of information. This Element introduces a new approach - behavioral public performance - that connects these two revolutions. Drawing especially on evidence from experiments, this approach examines the influence of characteristics of numbers, subtle framing of information, choice of benchmarks or comparisons, human motivation and information sources. These factors combine with the characteristics of information users and the political context to shape perceptions, judgment and decisions. Behavioral public performance suggests lessons to improve design and use of performance metrics in public management and democratic accountability.
The primal destruction of man was self-love. There is no one who does not love himself; but one must search for the right love and avoid the warped. Indeed you did not love yourself when you did not love the God who made you. These three sentences set side by side show why the problem of self-love in St. Augustine of Hippo constitutes a problem. Self-love is loving God; it is also hating God. Self-love is common to all men; it is restricted to those who love God. Mutually incompatible assertions about self-love jostle one another and demand to be reconciled. --from the Introduction In saying that self-love finds its only true expression in love of God Augustine is formulating in one of many possible ways a principle fundamental to his metaphysical and ethical outlook, namely that moral obligation derives from an obligation to God which is at the same time a call to self-fulfillment. --from the Conclusion
Following Charlie Christian and Django Reinhardt, Wes Montgomery was the third major innovator in jazz guitar. 55 years after his death, we are celebrating his 100th birthday. His outstanding musicality, his virtuosity and his style of playing have been influential to major players like Pat Metheny and George Benson, and to most younger players. Wes Montgomery broadened the vocabulary of jazz guitar like no other player, and it seems that even decades after his passing, his importance is increasing to a level that many players agree he was the most important guitarist in jazz. This is the first biography on Wes Montgomery in over 40 years. It covers details of his family background, his early days as an amateur musician in Indianapolis, reviews of over 50 albums and it includes a full chronological discography.
Oxford Textual Perspectives is a series of informative and provocative studies focused upon literary texts (conceived of in the broadest sense of that term) and the technologies, cultures, and communities that produce, inform, and receive them. It provides fresh interpretations of fundamental works and of the vital and challenging issues emerging in English literary studies. By engaging with the materiality of the literary text, its production, and reception history, and frequently testing and exploring the boundaries of the notion of text itself, the volumes in the series question familiar frameworks and provide innovative interpretations of both canonical and less well-known works. Whenever people talk to one another there are at least two things going on at once. First, and most obviously, there is an exchange of speech. Second, and slightly less obviously, there is a negotiation about how that exchange is organised—about whose turn it is to talk at any given moment. Linguists call this second, organisational level of activity 'turn-taking' and since the late 1970s it has been central to the way in which spoken interaction is understood. In spite of its obvious relevance to the study of drama, however, turn-taking has received little attention from critics and editors of Shakespeare. Turn-taking in Shakespeare offers a fresh perspective on the dramatic text by reversing the priorities of traditional literary analysis. Rather than focussing on what characters say, it focuses on when they speak. Rather than focussing on how they talk, it focuses on how they gain access to the floor. Its central argument is that the turn-taking patterns of Shakespeare's plays are a part of what Emrys Jones has called their 'basic structural shaping'—as fundamental to dialogue as rhythm is to verse. The book investigates what it means for a character to speak in or out of turn, to interrupt or overlap with a previous speaker, to pause before speaking, or to fail to speak at all. It explores how these moments are—and are not—signalled by the Shakespearean text, how best to describe and understand them, and the implications of such questions for contemporary debates about editing, rhetoric, prosody, and early modern performance practices.
Max Harrison . . . surveys the whole history and development of jazz in a concise, well written and well illustrated . . . article together with an extensive bibliography.' —Richard D. C. Noble, Times Literary Supplement The chapters of this book are in roughly chronological sequence: Spirituals, Blues, Gospels, Ragtime, and Jazz. The first three are by Paul Oliver, whose New Grove entry on the Blues is widely regarded as the definitive brief history of the genre. He has revised and expanded it for this book publication and, in addition, has extended the coverage of his essays on Spirituals in The New Grove to discuss both black and white traditions. Similarly, Oliver has revised and recast his coverage of Gospel music, which has been considerably expanded. Max Harrison's long entry on Jazz, which has also been extended, draws together the separate strands of the book to discuss the concept of Jazz as a matrix of mutually influential folk and popular styles. William Bolcom's short and definitive article on Ragtime has been revised, and all the bibliographies have been updated to include new and important works.
This book explores the unique contributions of various forms of post-2000 life-writings such as the autobiography, epistles, and biographies, to discourses about the nature and socio-politics of what has become known as the Zimbabwean crisis (c. 2000–2009). Much of what has been written about the Zimbabwean crisis – a decade-long period of unprecedented economic collapse and political upheavals in the southern African country – is strictly discipline-specific and therefore limited to unidimensional modes of theorising the crisis’s many and complex dimensions and dynamics. In this context, this book charts a paradigm shift in hermeneutic and epistemological approaches to comprehending the Zimbabwean crisis. Life-Writing from the Margins in Zimbabwe centres the experiences and memories of ordinary Zimbabweans in pluralizing modes of seeing and knowing the crisis. The book argues that these life-writings present a rich site for encountering versions of the crisis that relate in counter-discursive ways, to the dominant, state-authored narrative of the nation in crisis. Oliver Nyambi’s analysis contributes new ideas to ongoing debates about how cultural texts reflect on the postcoloniality of both power, and experiences and negotiations of power in the context of crisis. This book will be of interest to scholars and students of African literature, Zimbabwean/African studies, postcolonial literature, life-writing and cultural studies.
Lonely Planet's Best Day Walks Great Britain is your passport to 60 easy escapes into nature. Stretch your legs outside the city by picking a hike that works for you, from a few hours to a full day, from easy to hard. Cross misty moors, hike wild landscapes, and explore the highlands. Get to the heart of Great Britain and begin your journey now! Inside Lonely Planet's Best Day Walks Great Britain Travel Guide: Colour maps and images throughout Special features - on Great Britain's highlights for walkers, kid-friendly walks, accessible trails and what to take Best for... section helps you plan your trip and select walks that appeal to your interests Region profiles cover when to go, where to stay, what's on, cultural insights, and local food and drink recommendations to refuel and refresh. Featured regions include: Cumbria & the Lakes, Devon & Cornwall, Southwest England, Northern England, Central England, Southeast & East England, London, Scotland, Wales Essential info at your fingertips - walk itineraries accompanied by illustrative maps are combined with details about walk duration, distance, terrain, start/end locations and difficulty (classified as easy, easy-moderate, moderate, moderate-hard, or hard) Over 70 maps The Perfect Choice: Lonely Planet's Best Day Walks Great Britain, our most comprehensive guide to walking in Great Britain, is perfect for those planning to explore Great Britain on foot. Looking for more information on Great Britain? Check out Lonely Planet's Great Britain guide for a comprehensive look at what the country has to offer. About Lonely Planet: Lonely Planet is a leading travel media company, providing both inspiring and trustworthy information for every kind of traveller since 1973. Over the past four decades, we've printed over 145 million guidebooks and phrasebooks for 120 languages, and grown a dedicated, passionate global community of travellers. You'll also find our content online, and in mobile apps, videos, 14 languages, armchair and lifestyle books, ebooks, and more, enabling you to explore every day. 'Lonely Planet guides are, quite simply, like no other.' New York Times 'Lonely Planet. It's on everyone's bookshelves; it's in every traveller's hands. It's on mobile phones. It's on the Internet. It's everywhere, and it's telling entire generations of people how to travel the world.' Fairfax Media (Australia)
An annual annotated bibliography of the American Numismatic Society's publications and articles related to numismatics covering literature appearing between October 2002 and October of 2003.
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