The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service indus[...]

Because Alonzo King was born on Halloween, he has always loved monsters. But no one would ever guess that he lives in a haunted house with a graveyard out back, communicates with the dead, turns into a six-armed, slime-covered creature, or is a walking encyclopedia on horror films However, when The[...]

Your new product has changed the rulesof the market. Now, you have to changethe rules for selling it ...Providing a truly innovative product or serviceis the difference between life and deathfor companies today. But once you've producedit, you have to answer the next bigquestion: How do I sell this [...]

The fifth edition of Essential MATLAB for Engineers and Scientists provides a concise, balanced overview of MATLAB's functionality that facilitates independent learning, with coverage of both the fundamentals and applications. The essentials of MATLAB are illustrated throughout, featuring complete c[...]

War lay at the heart of much of life in the classical world, from conflicts between tribes or states to internal or civil wars. Battles were resolved by face-to-face encounters-violent and bloody for the participants-and thus war was a very personal experience. Nevertheless, warfare and its conduct [...]

In the first detailed study of how a major environmental NGO works transnationally, Brian Doherty and Timothy Doyle examine the relationships between the 74 national organizations of Friends of the Earth International. Drawing from a rich mix of survey data, interviews, archival sources and access t[...]

This book is a lively account of a community working to combat suburban sprawl, to protect a large part of the landscape as common land, and to enjoy the land productively in an ecologically sustainable way. Based on the practical experience of one New England town, the book urges suburban environme[...]

Today we know what no previous generation knew: the history of the universe and of the unfolding of life on Earth. Through the astonishing combined achievements of natural scientists worldwide, we now have a detailed account of how galaxies and stars, planets and living organisms, human beings and h[...]

Does having faith mean abandoning reason? It's easy to get that impression. Still, it seems reasonable that a supremely intelligent God would want you to use your God-given intellect on your spiritual journey as much as in any other aspect of your life. Faith may not stand on rational thinking alone[...]

Victimology is an important area of study in criminology as an academic subject, but is also taken seriously by governments and agencies in their assessment of criminal behaviour and their policies on crime. Victimologyaddresses questions such as: Why are certain people or groups of people victims [...]