Richard B. Chase's Books

Operations and Supply Chain Management

By: F. Robert Jacobs,Richard B Chase

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Operations and Supply Chain Management

By: F. Robert Jacobs,Richard B Chase

Resourceful companies today must successfully manage the entire supply flow, from the sources of the firm, through the value-added processes of the firm, and on to the customers of the firm. The fourteenth edition of Operations and Supply Chain Management provides well-balanced coverage of managing people and applying sophisticated technology to operations and supply chain management. Connect is the only integrated learning system that empowers students by continuously adapting to deliver precisely what they need, when they need it, and how they need it, so that your class time is more engaging and effective.

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Page Count

800

Publisher

McGraw-Hill Education

Published Date

ISBN 10

0078024021

ISBN 13

9780078024023

Operations and Supply Management

By: F. Robert Jacobs,Richard B. Chase,Nicholas J. Aquilano

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Operations and Supply Management

By: F. Robert Jacobs,Richard B. Chase,Nicholas J. Aquilano

Operations and Supply Management, as the title indicates, provides increased emphasis on supply chain management in the 12e. The 12e continues its market leading up-to-date coverage of service operations as well. The text includes solved examples and problems, enough cases for MBA courses to use without supplementing, and the industry leading technology support suite.

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776

Published Date

ISBN 10

0073403296

ISBN 13

9780073403298

Satisfaction: A Behavioral Perspective on the Consumer

A Behavioral Perspective on the Consumer

By: Richard L. Oliver

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Satisfaction: A Behavioral Perspective on the Consumer

A Behavioral Perspective on the Consumer

By: Richard L. Oliver

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.

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Page Count

740

Publisher

Routledge

Published Date

ISBN 10

1317460219

ISBN 13

9781317460213

Investment Banks

The Role of Firms and Their Analysts with Enron and Global Crossing

By: Richard J. Hillman,Jeanette M. Franzel

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Investment Banks

The Role of Firms and Their Analysts with Enron and Global Crossing

By: Richard J. Hillman,Jeanette M. Franzel

In the wake of a series of recent corporate scandals and bankruptcies, the Sarbanes-Oxley Act mandated that the GAO study the involvement of investment banks (IB) with two companies, Enron and Global Crossing. In this report, the term "IB" includes not only securities firms but also those bank holding companies. with securities affiliates or business divisions that assist clients in obtaining funds to finance investment projects. GAO agreed to provide publicly available information on the roles IB played in designing, executing, and participating in certain structured finance transactions, IB, and Federal regulators' oversight of these transactions, and the role that the IBs' research analysts played with Enron and Global Crossing. Charts and tables.

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DIANE Publishing

Published Date

ISBN 10

075673357X

ISBN 13

9780756733575

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

Managing Emotions, Trust, and Control to Win Your Customer's Base

By: Sriram Dasu,Richard B. Chase

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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

Managing Emotions, Trust, and Control to Win Your Customer's Base

By: Sriram Dasu,Richard B. Chase

Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

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Page Count

241

Publisher

McGraw Hill Professional

Published Date

ISBN 10

0071809996

ISBN 13

9780071809993

Sensory Mechanisms of the Spinal Cord

By: William D. Willis,Richard E. Coggeshall

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Sensory Mechanisms of the Spinal Cord

By: William D. Willis,Richard E. Coggeshall

This monograph thoroughly examines the latest theory and research concerning spinal cord mechanisms of sensory processing. The book begins with a historical review of the organization of the peripheral nervous system is outlined in terms of sensory receptors and primary afferent axons. The authors examine the dorsal horn and the structure and function of dorsal horn internurons, and neurophysiological evidence concerning the location of sensory pathways in the spinal cord white matter. After te dorsal column, dorshlateral fasciculus, and the ventral quadrant are covered, the final chapter summarizes knowledge on receptors and spinal cord pathways of various sensations, including touch-pressure, flutter-vibration, pain, temperature, position sense, visceral sensation, and descending control systems.

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Page Count

598

Publisher

Springer Science & Business Media

Published Date

ISBN 10

0306437813

ISBN 13

9780306437816

The People of the Eye

Deaf Ethnicity and Ancestry

By: Harlan Lane,Richard C. Pillard,Ulf Hedberg

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The People of the Eye

Deaf Ethnicity and Ancestry

By: Harlan Lane,Richard C. Pillard,Ulf Hedberg

What are ethnic groups? Are Deaf people who sign American Sign Language (ASL) an ethnic group? In The People of the Eye, Deaf studies, history, cultural anthropology, genetics, sociology, and disability studies are brought to bear as the authors compare the values, customs, and social organization of the Deaf World to those in ethnic groups. Arguing against the common representation of ASL signers as a disability group, the authors discuss the many challenges to Deaf ethnicity in this first book-length examination of these issues. Stepping deeper into the debate around ethnicity status, The People of the Eye also describes, in a compelling narrative, the story of the founding families of the Deaf World in the US. Tracing ancestry back hundreds of years, the authors reveal that Deaf people's preference to marry other Deaf people led to the creation of Deaf clans, and thus to shared ancestry and the discovery that most ASL signers are born into the Deaf World, and many are kin. In a major contribution to the historical record of Deaf people in the US, The People of the Eye portrays how Deaf people- and hearing people, too- lived in early America. For those curious about their own ancestry in relation to the Deaf World, the figures and an associated website present pedigrees for over two hundred lineages that extend as many as three hundred years and are unique in genealogy research. The book contains an every-name index to the pedigrees, providing a rich resource for anyone who is interested in Deaf culture.

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Page Count

296

Publisher

Oxford University Press

Published Date

ISBN 10

0190454164

ISBN 13

9780190454166

Study Guide for Use with Production and Operations Management

By: Marilyn Helms,Richard B. Chase,Nicholas J. Aquilano,F. Robert Jacobs

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Study Guide for Use with Production and Operations Management

By: Marilyn Helms,Richard B. Chase,Nicholas J. Aquilano,F. Robert Jacobs

Standard textbook for the OM course in a business administration program, revised and updated to capture the new developments in the field since the 5th edition of 1989. Annotation copyrighted by Book News, Inc., Portland, OR

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Page Count

330

Publisher

McGraw-Hill/Irwin

Published Date

ISBN 10

0072392797

ISBN 13

9780072392791

Norwalk

By: Richard Kostoff,Mary Carabin

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Norwalk

By: Richard Kostoff,Mary Carabin

Established in 1817 by the "Sufferers" from Connecticut, Norwalk was founded by settlers who had their homes destroyed by British troops during the Revolutionary War. As restitution, the federal government provided the land grant known as the Firelands. Located in North Central Ohio on gently rolling plains just south of Lake Erie, the settlement prospered with the spread of the railroads and quickly developed into a robust industrial community. From 1870 to 1970, Norwalk experienced a golden age filled with tragedy and triumph. It sat at the crossroads of transportation, which drove its economy. Starting with the stagecoach and continuing with the railroads, interurban lines, and trucking, the city served as a hub for traffic in all directions. Yankee ingenuity met Ohio opportunity as the city combined its New England-village charm with industrial power. Its historic Main Street features businesses, churches, and homes that are a source of curiosity for tourists in this place where the past coexists with the present. Indeed, Norwalk still thrives as an ideal small town.

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Page Count

128

Publisher

Arcadia Publishing

Published Date

ISBN 10

1439661189

ISBN 13

9781439661185

Your Psychic Potential

A Guide to Psychic Development

By: Richard Ireland

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Your Psychic Potential

A Guide to Psychic Development

By: Richard Ireland

Known as the “Psychic to the Stars,” Richard Ireland counseled celebrities including Mae West, Amanda Blake, and Glenn Ford. Twelve years after Ireland’s death in 1992, his son Mark was sent this manuscript, written in 1973. Recently, as Mark Ireland recounts in the foreword, two psychic-mediums with no prior knowledge of the project have received messages suggesting that his father deliberately delayed the book’s release until now, when it would reach an audience more receptive to developing their psychic talents. Your Psychic Potential includes a description of the four spheres/levels of psychic activity, an exploration of the relationship between artistic talents and the psychic, tests and experiments to help unleash psychic ability, a psychic’s diet and meditative exercises that support the freer flow of abilities, and tools to counter inhibitory fears. Anyone interested in discovering their extrasensory talents and achieving conscious control over them is sure to find this an indispensable guide.

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Page Count

345

Publisher

North Atlantic Books

Published Date

ISBN 10

1556439288

ISBN 13

9781556439285

Book's by Richard B. Chase

Operations and Supply Chain Management

Operations and Supply Chain Management

Operations and Supply Management

Operations and Supply Management

Satisfaction: A Behavioral Perspective on the Consumer

Satisfaction: A Behavioral Perspective on the Consumer

Investment Banks

Investment Banks

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

Sensory Mechanisms of the Spinal Cord

Sensory Mechanisms of the Spinal Cord

The People of the Eye

The People of the Eye

Study Guide for Use with Production and Operations Management

Study Guide for Use with Production and Operations Management

Norwalk

Norwalk

Your Psychic Potential

Your Psychic Potential

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