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.
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.
Written for fellows, practicing nephrologists, and internists who treat patients with disorders affecting the renal system, Comprehensive Clinical Nephrology, 7th Edition, offers a practical approach to this complex field, supported by underlying scientific facts and pathophysiology. World leaders in nephrology provide current information on clinical procedures and conditions, covering everything from fluid and electrolyte disorders to hypertension, diabetes, dialysis, transplantation, and more—all in a single, convenient volume. Provides a "just right" amount of basic science and practical clinical guidance to help you make efficient and informed decisions. Contains new chapters on Blood Pressure Management in the Dialysis Patient, Kidney Diseases Associated with Corona Viruses, Ultrasound Imaging in Nephrology, and Radiologic and Nuclear Imaging in Nephrology. Includes more than 1,500 full-color illustrations that highlight key topics and detail pathogenesis for a full range of kidney conditions and clinical management. Covers key topics such as COVID-19, chronic kidney disease, end stage kidney disease, kidney transplantation, glomerular disease, onco-nephrology, dialysis, and much more. Features popular, color-coded algorithms that provide easy access to important content: yellow boxes for general information, green boxes for therapeutic intervention, and blue boxes for necessary investigations. Includes quick-reference boxes with links to clinical guidelines in all relevant chapters, plus self-assessment questions online.
This third edition, written with two new coauthors, combines 1990 census data with information from the Current Population Survey, the National Health Interview Survey, and numerous other sources, even including demographic data not available in any other published source.
A look at the forefront of an industry revolution "Ive been deep inside the biotech industry since its infancy. This book provides fresh insights about how it started, what drives it, and most importantly, where its going."--Scott W. Morrison, partner, Ernst & Young LL Richard W. Oliver predicted the onset of a new era with The Coming Biotech Age. Now that age is here--and companies are reaping the benefits of this incredible new revolution. As biotech companies become the new economic engines of growth and innovation, businesses must have access to the latest developments of this area of research. In a special revised edition, now titled The Biotech Age, Oliver has created the first practical guide to this fascinating realm of scientific development. With updated information on the latest research, examples of biotech breakthroughs, and a close examination of current biotech issues such as cloning and stem cell research, The Biotech Age presents an accessible overview of the business of biotechnology and its vast implications and opportunities for all types of industries. This is a topic no one can afford to miss--especially future-minded executives and investors in cutting-edge technologies.
A little more than 100 years after the discovery of x-rays, this three-volume set is intended to provide a comprehensive overview of the theory and current practice of Medical Imaging as we enter the 21st century. As evidenced by the variety of research described in these volumes, medical imaging is still undergoing very rapid change. In more than 50 chapters, well-known experts provide the most current information available for students, researchers and practitioners working in this exciting field. These useful volumes can be ordered as a set or individually.
Based on extensive interviews with expert facilitators from around the world and grounded in empirical evidence, Group Therapy for Voice Hearers includes numerous tips, strategies, case examples, and reflection questions to bring the material to life in a practical way. Chapters address the need for practical, accessible training in how to facilitate sessions and identify six key factors that lead to a successful session: safety, flexibility, empowerment, the integration of lived experience, self-awareness, and attention to the needs of the group process. This book is an important resource for mental health professionals working with clients who hear voices.
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