Stuart McKechnie's Books

The 4 Dimensions of Total Customer Service

By: Stuart McKechnie

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The 4 Dimensions of Total Customer Service

By: Stuart McKechnie

This book is about Total Customer Service .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces The Customer Service Hallmark, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond Have a Nice Day and the obvious Surface approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions Total Customer Service within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of Total Customer Service and organisation improvement. Anyone who has an interest in Total Customer Service and organisation performance improvement will find this book valuable and enjoyable. Vision to Action, Sub System Synergy , Hilltops ,ERUDITE Leadership, Futuristic Thinking , Competitive Integrity and Triple E touch point management all contribute to Customer Service and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The Four Dimensions of the Customer Service Hallmark provide an integrated framework which positions Total Customer Service as a coordinated strategic response to achieving organisation improvement and strategic intent.

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Page Count

423

Publisher

Balboa Press

Published Date

ISBN 10

1452516758

ISBN 13

9781452516752

Sketches From Memory

A Rugby Memoir

By: Stuart Barnes

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Sketches From Memory

A Rugby Memoir

By: Stuart Barnes

Stuart Barnes has spent over forty years of his life immersed in rugby union, remembered as one of the most controversial playing names during the dying days of the English amateur era and now regarded as a controversial observers in the media – on both television and in print – with over two decades of broadcasting and journalistic experience to draw upon. Sketches from Memory combines autobiography with an objective and off-beat study of the sport from the author's childhood in the 1970s, through the revolution of the transition to professionalism in the 1980s and 1990s, right up until the present day. Eschewing the more traditional form of the sports book, Barnes abandons chronology to allow past and present to mingle, presenting his memoirs as an alphabetical soup with the letters of the alphabet and not the numbers, dates and years of his life leading the narrative. It is a refreshing, beguiling and absorbing approach that allows the dedicated reader to complete the book in sequence, or the bed-side reader to flick from one letter to the next without losing the thread. Honest, insightful, funny and wise, Sketches from Memory is a fascinating study of the game of rugby union, exploring its myriad enchantments, controversies and world-famous characters like no other book has done before.

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Page Count

339

Publisher

Birlinn Ltd

Published Date

ISBN 10

1788851714

ISBN 13

9781788851718

The Geographies of Young People

The Morally Contested Spaces of Identity

By: Stuart C Aitken

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The Geographies of Young People

The Morally Contested Spaces of Identity

By: Stuart C Aitken

The Geographies of Young People traces the changing scientific and societal notions of what it is to be a young person, and argues that there is a need to rethink how we view childhood spaces, child development and the politics of growing up. This book brings coherency to the growing field of children's geographies by arguing that although most of it does not prescribe solutions to the moral assault against young people, it nonetheless offers appropriate insights into difference and diversity, and how young people are constructed. Other books in the series: Culture/Place/Health (forthcoming) Seduction of Place (forthcoming) Celtic Geographies (forthcoming) Timespace Bodies Mind and Body Spaces Children's Geographies Leisure/Tourism Geographies Thinking Space Geopolitical Traditions Embodied Geographies Animal Spaces, Beastly Places Closet Space Clubbing De-centering Sexualities Entanglements of Power.

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Page Count

236

Publisher

Routledge

Published Date

ISBN 10

1134593074

ISBN 13

9781134593071

Auerbach's Wilderness Medicine E-Book

By: Paul S. Auerbach,Tracy A Cushing,N. Stuart Harris

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Auerbach's Wilderness Medicine E-Book

By: Paul S. Auerbach,Tracy A Cushing,N. Stuart Harris

Now in its 7th edition, Auerbach's Wilderness Medicine continues to help you quickly and decisively manage medical emergencies encountered in any wilderness or other austere setting! World-renowned authority Dr. Paul Auerbach and 2 new associate editors have assembled a team of experts to offer proven, practical, visual guidance for effectively diagnosing and treating the full range of issues that can occur in situations where time and resources are scarce. This indispensable resource equips physicians, nurses, advanced practice providers, first responders, and rescuers with the essential knowledge and skills to effectively address and prevent injuries and illnesses – no matter where they happen! - Brand-new 2-volume format ensures all content is available in print and online to provide you easy access. - Face any medical challenge in the wilderness with expert guidance from hundreds of outstanding world experts edited by Dr. Auerbach and 2 new associate editors, Drs.Tracy Cushing and N. Stuart Harris - New and expanded chapters with hundreds of new photos and illustrative drawings help increase your visual understanding of the material - Acquire the knowledge and skills you need with revised chapters providing expanded discussions of high-altitude medicine, improvisation, technical rescue, telemedicine, ultrasound, and wilderness medicine education - Ten new chapters cover Acute High-Altitude Medicine and Pathophysiology; High Altitude and Pre-Existing Medical Conditions; Cycles, Snowmobiles, and other Wilderness Conveyances; Medical Wilderness Adventure Races (MedWAR); Canyoneering and Canyon Medicine; Evidence-Based Wilderness Medicine; National Park Service Medicine; Genomics and Personalized Wilderness Medicine; Forestry; and Earth Sciences - 30+ Expert Consult online videos cover survival tips, procedural demonstrations, and detailed explanations of diseases and incidents - Expert Consult eBook version included with purchase. This enhanced eBook experience allows you to search all of the text, figures, images, videos, and references from the book on a variety of devices

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Page Count

3097

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

0323396097

ISBN 13

9780323396097

Sports Diplomacy

Origins, Theory and Practice

By: Stuart Murray

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Sports Diplomacy

Origins, Theory and Practice

By: Stuart Murray

This book offers an accessible overview of the role sport plays in international relations and diplomacy. Sports diplomacy has previously been defined as an old but under-studied aspect of the estranged relations between peoples, nations and states. These days, it is better understood as the conscious, strategic and ongoing use of sport, sportspeople and sporting events by state and non-state actors to advance policy, trade, development, education, image, reputation, brand, and people-to-people links. In order to better understand the many occasions where sport and diplomacy overlap, this book presents four new, inter-disciplinary and theoretical categories of sports diplomacy: traditional, ‘new’, sport-as-diplomacy, and sports anti-diplomacy. These categories are further validated by a large number of case studies, ranging from the Ancient Olympiad to the recent appearance of esoteric, government sports diplomacy strategies, and beyond, to the activities of non-state sporting actors such as F.C. Barcelona, Colin Kaepernick and the digital world of e-sports. As a result, the landscape of sports diplomacy becomes clearer, as do the pitfalls and limitations of using sport as a diplomatic tool. This book will be of much interest to students of diplomacy, foreign policy, sports studies, and International Relations in general.

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Page Count

332

Publisher

Routledge

Published Date

ISBN 10

1351126946

ISBN 13

9781351126946

Leadership the Sven-Gran Eriksson Way

How to Turn Your Team Into Winners

By: Julian Birkinshaw,Stuart Crainer

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Leadership the Sven-Gran Eriksson Way

How to Turn Your Team Into Winners

By: Julian Birkinshaw,Stuart Crainer

Leadership the Sven-Göran Eriksson Way examines theleadership style of the Egnland football manager Sven-GöranEriksson. Our argument is that Eriksson's aproach is importantbecause it brilliantly exemplifies a new leaderhip which defiesconventional and historical stereotypes of how leaders think andbehave. Eriksson is not a tub-thumping bellower of orders. He is nodictator. Instead he is a modern leadership archetype, a leader wecan all learn from." —From Leadership the Sven-Göran ErikssonWay "...offers a visible and successful example of this new model ofleader ..." —Media Week "...the authors examine the 'mature' form of leaderhip thatEriksson exemplifies: the level-headed long-termism that learnsfrom failure, encourages responsibility and 'keeps itsimple'..." —The Business "I very much enjoyed it and in particularly the way it gelled goodbusiness management principles with their application to footballas illustrated by many of the ...decisions taken by our nationalcoach who...has brought confidence, assurance, team spirit and amore worldwide awareness to our England team, giving everybodyoptimism." —Gordon Taylor, Chief Executive of the ProfessionalFootballers Association

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Page Count

174

Publisher

John Wiley & Sons

Published Date

ISBN 10

1841126454

ISBN 13

9781841126456

The 100 Greatest Days in New York Sports

By: Stuart Miller

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The 100 Greatest Days in New York Sports

By: Stuart Miller

Pick a sport -- baseball, professional or college football or basketball, horse racing, boxing, or tennis -- and in every case New York has consistently had front-row seats for every major development and many of the most memorable events in sports history." -- from the introduction It's every New York sports fan's dream: a chance to analyze, debate, and rank the top 100 sports events in New York history. A list to settle all arguments. What would you choose? First of all, where to start? Babe Ruth hitting the first home run in Yankee Stadium? Arthur Ashe winning the first U.S. Open? Muhammad Ali versus Joe Frazier at Madison Square Garden? Over the years, New York has been at the center of seemingly every major sporting event. From the integration of baseball to the heyday of boxing and horse racing to the rise of professional sports -- it all happened in New York. The journalist Stuart Miller, a native New Yorker and sportswriter, guides us through the pivotal events with illuminating analysis and colorful detail. Based on extensive research, this richly illustrated book is filled with vivid and authoritative prose. Highlights include: * Willie Mays makes "the Catch" in the 1954 World Series * Jimmy Connors turns back the clock at the 1991 U.S. Open * Willis Reed rescues the Knicks in the 1970 NBA Finals * Joe Namath and the Jets win the 1968 AFL Championship * Mookie Wilson's slow grounder to first is a Mets miracle in the 1986 World Series All of the celebrated franchises are here, from the Yankees and the Mets to the Knicks and the Giants, as well as sports ranging from horse racing to tennis to boxing to the New York City Marathon. There are additional lists and analyses, such as "On the Road: The Top 25," featuring events such as Bucky Dent's 1978 homer over the Green Monster in Fenway Park. "Fearsome Foes" highlights epic performances by the opposition, like Michael Jordan's 55-point night at the Garden in 1992. Miller also gives us the bad side of sports, in "Worst Days," such as when Benny Paret died in the ring at the hands of Emile Griffith. Exhaustively researched and endlessly entertaining, The 100 Greatest Days in New York Sports is a book destined to be on the shelf of every New York -- and every American -- sports fan.

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Page Count

552

Publisher

Houghton Mifflin Harcourt

Published Date

ISBN 10

0618574808

ISBN 13

9780618574803

The Springbok Handbook

By: Eddie Grieb,Stuart Farmer

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The Springbok Handbook

By: Eddie Grieb,Stuart Farmer

This fact-filled handbook will: • Give you information on all past Rugby World Cup encounters • Amaze your mates with Springbok statistics past and present • Provide you with hours of entertaining reading • Help the Bokke win the next World Cup! Okay, the last point might be an exaggeration. But The Springbok Handbook does contain everything there is to know about our team, from the very first match played in 1891 to the present. It's all here, everything you wanted to know about the 'Bokke' - including a special section on the World Cup.

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Page Count

204

Publisher

Jonathan Ball Publishers

Published Date

ISBN 10

186842457X

ISBN 13

9781868424573

Steinway

By: Ronald V. Ratcliffe,Stuart Isacoff

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Steinway

By: Ronald V. Ratcliffe,Stuart Isacoff

The exquisite pianos produced by Steinway & Sons are revered by musicians, music lovers, and collectors around the world. Publishing to coincide with the firms 150th anniversary, this beautiful new edition celebrates the history of the family and the instruments it creates with fully updated text and a striking new cover. Interweaving the stories of the pianos, their creation, and the music they inspire with more than 200 photos, designs, sketches, and paintings,Steinway pays elegant tribute to these incomparable instruments."--Publisher's description.

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Page Count

226

Publisher

Chronicle Books

Published Date

ISBN 10

0811833895

ISBN 13

9780811833899

Warhogs

A History of War Profits in America

By: Stuart D. Brandes

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Warhogs

A History of War Profits in America

By: Stuart D. Brandes

The Puritans condemned war profiteering as a "Provoking Evil," George Washington feared that it would ruin the Revolution, and Franklin D. Roosevelt promised many times that he would never permit the rise of another crop of "war millionaires." Yet on every occasion that American soldiers and sailors served and sacrificed in the field and on the sea, other Americans cheerfully enhanced their personal wealth by exploiting every opportunity that wartime circumstances presented. In Warhogs, Stuart D. Brandes masterfully blends intellectual, economic, and military history into a fascinating discussion of a great moral question for generations of Americans: Can some individuals rightly profit during wartime while others sacrifice their lives to protect the nation? Drawing upon a wealth of manuscript sources, newspapers, contemporary periodicals, government reports, and other relevant literature, Brandes traces how each generation in financing its wars has endeavored to assemble resources equitably, to define the ethical questions of economic mobilization, and to manage economic sacrifice responsibly. He defines profiteering to include such topics as price gouging, quality degradation, trading with the enemy, plunder, and fraud, in order to examine the different guises of war profits and the degree to which they have existed from one era to the next. This far-reaching discussion moves beyond a linear narrative of the financial schemes that have shaped this nation's capacity to make war to an in-depth analysis of American thought and culture. Those scholars, students, and general readers interested in the interaction of legislative, economic, social, and technological events with the military establishment will find no other study that so thoroughly surveys the story of war profits in America.

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Page Count

564

Publisher

University Press of Kentucky

Published Date

ISBN 10

0813189683

ISBN 13

9780813189680

Drugs in Psychiatric Practice

By: Sam Stuart

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Drugs in Psychiatric Practice

By: Sam Stuart

Drugs in Psychiatric Practice present a comprehensive examination of the drug treatment in psychiatry. It discusses certain ways in which drugs behaved. It addresses the advances in pharmacology and the basis of prescription. Some of the topics covered in the book are the classification of psychotropic drugs; basic principles of pharmacokinetics and drug metabolism; anti-schizophrenic drugs; evaluation of psychotropic drugs; unconventional chemotherapy; anti-parkinsonian and anti-dyskinetic drugs; introduction of amitriptyline; and tricyclic antidepressants. The role of tricyclic drugs in the treatment of enuresis and the drug treatment of organic brain syndrome are fully covered. An in-depth account of the monoamine oxidase inhibitors and amine precursors are provided. The tolerance and pharmacological dependence on alcohol are completely presented. A chapter is devoted to the factors involve in ethanol metabolism. Another section focuses on the unwanted effects of psychotropic drugs. The book can provide useful information to doctors, pharmacists, psychologists, students, and researchers.

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Page Count

455

Publisher

Elsevier

Published Date

ISBN 10

1483191931

ISBN 13

9781483191935

Electronic and Mobile Commerce Law

An Analysis of Trade, Finance, Media and Cybercrime in the Digital Age

By: Charles Wild,Stuart Weinstein,Neil Macewan

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Electronic and Mobile Commerce Law

An Analysis of Trade, Finance, Media and Cybercrime in the Digital Age

By: Charles Wild,Stuart Weinstein,Neil Macewan

This text is unique in bringing together the many disparate aspects of what is variously called internet law, cyber law or electronic commerce ('e-commerce') law. Included is the law relating to online contracts and payment systems, electronic marketing and various forms of cybercrime as well as the regulation of electronic communications networks and services. Insights are also given into emerging areas such as internet libel, online gambling, virtual property, cloud computing, smart cards and electronic cash, as well as the growing use of mobile phones to perform tasks previously carried out.

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Page Count

642

Publisher

Univ of Hertfordshire Press

Published Date

ISBN 10

1907396209

ISBN 13

9781907396205

Mastering Contemporary Preaching

By: Bill Hybels,D. Stuart Briscoe,Haddon W. Robinson

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Mastering Contemporary Preaching

By: Bill Hybels,D. Stuart Briscoe,Haddon W. Robinson

This book, authored by three preachers known for their ability to communicate in today's language, focuses on the particular challenge of effective week in week out preaching.

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Page Count

180

Publisher

Multnomah Books

Published Date

ISBN 10

0880703350

ISBN 13

9780880703352

Book's by Stuart McKechnie

The 4 Dimensions of Total Customer Service

The 4 Dimensions of Total Customer Service

Sketches From Memory

Sketches From Memory

The Geographies of Young People

The Geographies of Young People

Auerbach's Wilderness Medicine E-Book

Auerbach's Wilderness Medicine E-Book

Sports Diplomacy

Sports Diplomacy

Leadership the Sven-Gran Eriksson Way

Leadership the Sven-Gran Eriksson Way

The 100 Greatest Days in New York Sports

The 100 Greatest Days in New York Sports

The Springbok Handbook

The Springbok Handbook

Steinway

Steinway

Warhogs

Warhogs

Drugs in Psychiatric Practice

Drugs in Psychiatric Practice

Electronic and Mobile Commerce Law

Electronic and Mobile Commerce Law

Mastering Contemporary Preaching

Mastering Contemporary Preaching

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