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Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Scott looks back on his Licorice, a black Labra« as the high point in his life. Paralyzed from the waist down, the twelve-year-old could not go anywhere unless a friend or relative came along to push his wheelchair. Now Licorice pulls Scott's chair to school, to a shopping mall or a movie -anywhere. She turns on lights, too, and opens the refrigerator door. She even punches elevator buttons for him. Licorice is a service dog. She and a growing number of dogs have been specially trained to do all these amazing things and more, so that they can bring independence to people whose movement is limited. This carefully researched book- the first of its kind-tells how Licorice and other service dogs learn to perform their tasks. It describes how Licorice was chosen as a puppy for this work, socialized with a volunteer family, and then returned to the school for the extensive training in her special service. A Service Dog Goes to School is the story of how one loving black Labrador has become the legs and feet, the arms and hands-and the best friend-of a wheelchair-bound boy. ELIZABETH SIMPSON SMITH has contributed to a number of national publications, including Good Housekeeping, American Forests, and National Historic Preservation, and has served as correspondent for several regional magazines. Among her well-received children's books are Five First Ladies; A Guide Dog Goes to School; and A Dolphin Goes to School, which is an NSTA Outstanding Science Trade Book for Children. Her writings have won her North Carolina's Smithwick Cup for historical articles and the Sullivan Award for short fiction. In addition to writing, Ms. Smith operates a communications agency in Charlotte, North Carolina. She and her husband live in Denver, North Carolina. STEVEN PETRUCCIO comes from a family of artists. He graduated from the School of Visual Arts in New York City, and has illustrated Doctor Hilda Makes House Calls, among other titles. He and his artist-wife live in Fishkill, New York.
The tornado was coming, but Betty who is deaf couldn't hear it. Her dog Tykie, however, knew what was on the way. He touched Betty's leg and raced to the window. Betty followed. When she saw the funnel cloud, she grabbed Tykie and dashed into a closet. Seconds later, the tornado hit. It destroyed the front of Betty's house, but she and her dog were safe. Tykie had saved her life. Look inside to find out more about Tykie and the heroic deeds of other service dogs.
Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About Itby Jeff Toister
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees arent delivering the service they should. The results can be both surprising and illuminating, such as: Company culture doesnt always support service excellence Over-emphasis on cost reduction often increases the cost of service Employees are torn between doing the right thing for the customer and following policy Poor products and services can make helping the customer nearly impossible Employees interests often dont align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
Kitchen Confidential meets Sex and the City in this delicious, behind-the-scenes memoir from the first female captain at one of New York City's most prestigious restaurants. While Phoebe Damrosch was figuring out what to do with her life, she supported herself by working as a waiter. Before long she was a captain at the New York City four-star restaurant Per Se, the culinary creation of master chef Thomas Keller. Service Included is the story of her experiences there: her obsession with food, her love affair with a sommelier, and her observations of the highly competitive and frenetic world of fine dining. She also provides the following dining tips: Please do not ask your waiter what else he or she does. Please do not steal your waiter's pen. Please do not say you're allergic when you don't like something. Please do not send something back after eating most of it. Please do not make faces or gagging noises when hearing the specials-someone else at the table might like to order one of them. After reading this book, diners will never sit down at a restaurant table the same way again.
This time Inspector Morse brings the imposition on himself. He could have been vacationing in Greece instead of investigating a murder that the police have long since written off. But he finds the crime--the brutal killing of a suburban churchwarden--fascinating. In fact, he uncovers not one murder but two, for the fatal fall of St. Frideswides vicar from the church tower Morse reckons to be murder as well. And as he digs into the lives and unsanctified lusts of the late vicar's erring flock, the list of the dead grows longer. Not even the oddly appealing woman he finds scrubbing the church floor can compensate Morse for the trouble he's let himself in for. So he has another pint, follows his hunches, and sets out to untangle the deadly business of homicide. . . .
Contains six short stories set in Honor Harrington's universe. Promised Land--Jane Lindskold. With One Stone--Timothy Zahn. A Ship Named Francis--John Ringo & Victor Mitchell. Let's Go to Prague--John Ringo Fanatic-Eric Flint. Service of the Sword--David Weber. WELCOME AGAIN TO THE MANY WORLDS OF HONOR HARRINGTON Lady Dame Honor Harrington isn't alone. Her life touches others-and their lives touch hers-directly, or indirectly, whether as a naval officer, steadholder, or duchess. In this collection, Jane Lindskold gives us the story of a prince on the brink of maturity and an extraordinary young Grayson woman named Judith-a victim of Masadan brutality, who confronts insurmountable odds in a desperate effort to lead her sisters to freedom- or-death among the stars. Timothy Zahn weighs in with a story of the heavy cruiser HMS Fearless; a brilliant young tactical officer on temporarily detached duty; Solarian con men; secret weapons that aren't quite what they seem to be; naval spies, spooks, and dirty tricks; courage and honor; and a surprising glimpse into one of Admiral Sonja Hemphill's most crucial technological innovations. John Ringo offers his unique blend of nonstop action and deliciously skewed humor in two offerings. The Peep planet of Prague and its brutally repressive StateSec regime will never be the same again after the unscheduled, unofficial, and thoroughly catastrophic visit by a pair of Manticoran Marines with a most peculiar taste in their holiday destinations. And then there's the question of what an explosively expanding navy does with the personnel who can't quite cut the mustard. Eric Flint tells us the story of an idealistic young StateSec officer who finds himself in the right place at the right time following the fall of Oscar Saint-Just. Young Victor Cachat could influence the loyalty of an entire sector...if he's only lucky enough to manage to stay alive long enough to try. And finally, David Weber gives us the tale of the first Grayson midshipwoman on her "snotty cruise" at a time when internal tensions threaten the entire future of the Manticoran Alliance and people are about to rediscover the fact that the Peeps are far from the only predators hiding in the stars.
Service Systems Implementation provides the latest applications and practices aimed at improving the key performance indicators of service systems, especially those related to service quality, service productivity, regulatory compliance, and sustainable service innovation. The book presents action-oriented, application-oriented, design science-oriented (artifacts building: constructs, models, methods and instantiations) and case study-oriented research with actionable results by illustrating techniques that can be employed in large scale, real world examples. The case studies will help visualize service systems along the four key dimensions of people, information, technology and value propositions which can help enable better integration between them towards higher value propositions. The chapters, written by leading experts in the field, examine a wide range of substantive issues and implementations related to service science in various industries. These contributions also showcase the application of an array of research methods, including surveys, experiments, design science, case studies and frameworks, providing the reader with insights and guidelines to assist in building their own service systems, and thus, moving toward a more favorable service customer and provider experience. Service Systems Implementation, along with its companion text, The Science of Service Systems, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.
Between the pressures to marry and become a traditional Indian wife and the humiliation of losing her job in Silicon Valley, Devi is on the edge, where the only way out seems to be to jump. Yet Devi's plans to "end it all" fall short when she is saved by the last person she wants to see: her mother. Forced to move in with her parents until she recovers, Devi refuses to speak. Instead, she cooks ... nonstop. And not the usual fare, but off the wall twists on Indian classics, like blueberry curry chicken or Cajun prawn biryani. Now family meals are no longer obligations. Devi's parents, her sister, and her brother-in-law can't get enough--and they suddenly find their lives taking turns as surprising as the impromptu creations Devi whips up in the kitchen each night. Then a stranger appears out of the blue. Devi, it appears, had a secret--one that touches many a nerve in her tightly wound family. Though exposing some shattering truths, the secret will also gather them back together in ways they never dreamed possible. Interspersed with mouthwatering recipes, this story mixes humor, warmth, and leap-off-the-page characters into a rich stew of a novel that reveals a woman's struggle for acceptance from her family and herself.
In 1989, in a routine interview for top-secret security clearance - a requisite for admission to the Army War College - Colonel Margarethe Cammermeyer was asked about her sexual orientation. After pausing for a moment to take a breath, she said, "I am a lesbian." Thus began an ordeal that continues to this day. Intense media coverage of the former colonel's dismissal from the U.S. Army has stirred debate all the way to the presidency. Her Bronze Star for duty in Vietnam, her being named Nurse of the Year by the Veterans Administration, and her role as Chief Nurse of the Washington State National Guard marked a long and distinguished military career. Her goal to become Chief Nurse of the entire National Guard was abruptly ended in 1992 by her discharge based on sexual orientation. With the same calm, assured articulation that won her one leadership position after another, Cammermeyer writes of her decision to challenge official policy on homosexuality and of her recent victory in Federal District Court. But this is not only a book about what she described in Time as "sticking around to get beaten up." It is also about coming of age, being a mother, and finding one's center; about "coming out," the daily horrors of nursing in Vietnam, and a female soldier's life.
Kate McKinnon is thirty-six and mother to Toby. She used to be a restaurant chef but that all stopped when Toby - now five - came along and changed everything. Now she has a small but thriving business catering for private clients, companies and some government departments. Her life is on an even keel. Then she gets a job cooking lunch at the Foreign Office and has her first fateful meeting with Oliver Stapler, Secretary of State. He's married and a father and totally out of bounds, yet she falls for him. She thinks she's hiding it beautifully, but there are people who would like to see her fail and to them her feelings are all too transparent. When someone alerts the gutter press, who cares whether Kate's affair with Oliver is true or not? It's a great story and will shift a ton of newspapers - and destroy several lives at the same time.
A psychologist at a women's institution solves a murder and confronts her own demons.
When retired newspaper reporter Henrietta O'Dwyer Collins, Henrie O to her friends, receives a call for help, she discovers that love once kindled never burns to ashes. Although she refused Jimmy Lennox's marriage proposal, there is still a special place for him in her heart. She wished him well when he found happiness with Sophia Montgomery, world-famous documentary filmmaker and stepmother to the now grown heirs of a great fortune. Sophia is at odds with the heirs, and Jimmy fears for her safety. He asks Henrie O to come along with the family on a Baltic cruise. Henrie O can't turn down her old friend, though old passions are stirred when he calls. On the voyage she soon realizes this dysfunctional family is plunging toward destruction and one of the travelers has murder in mind. As the ports of call pass-Copenhagen, Gdynia, Tallinn, St. Petersburg-death inexorably approaches. Henrie O works desperately to save Jimmy and to bring hope to lives blighted by anger, resentment, and heartbreak.
In a southern California town ablaze with sordid secrets, a free-spirited biologist and a straitlaced sheriff join forces to investigate a suspicious killing--and find themselves getting a little too close to the flames... Shay Phillips knows her way around Dark Canyon. She's handy with a gun and can track a wild animal with the best of them. It's humans who usually give her the most trouble. And with a hormonally charged teenage brother to raise--and an admitted weakness for the wrong kind of man--they're giving her plenty of trouble these days. Then there's the matter of murder. As an expert on mountain lions, Shay is skeptical when a local prostitute turns up mauled without a drop of blood near the body.Now, together with the town's newly arrived sheriff, Luke Meza--a Las Vegas city boy with his own dark secrets--Shay must navigate a dangerous valley filled with angry ex-lovers, unfaithful spouses, and poisonous snakes in a desperate search for the killer. But when suspicion falls on her own brother, and her attraction to Luke rages into a full-on erotic affair, can Shay quell the fires inside her long enough to uncover the truth?From the Paperback edition.
In this newsworthy addition to a tween-savvy series, Samantha learns the power of telling the truth as a budding middle-school advice columnist.Samantha loves working on her school newspaper staff, and she especially likes her job as the anonymous advice columnist "Dear Know-It-All." She does her best to help her readers, but when a well-meaning suggestion backfires, Sam finds herself the victim of cyberbullying: Horrible emails fill her inbox, and she feels harassed. To make matters worse, she's doing solid reporting about the bad food in the cafeteria, but that makes the cafeteria workers hostile and upset. Does everyone hate her? On the brink of a meltdown, Sam talks to her adviser, who says she can stop writing the advice column if she wants. Should Sam quit being Know-It-All and admit defeat, or is there a way she can defend herself and keep her job on the school paper?
Andy Gage was born in 1965 and murdered not long after by his stepfather. . . . It was no ordinary murder. Though the torture and abuse that killed him were real, Andy Gage's death wasn't. Only his soul actually died, and when it died, it broke in pieces. Then the pieces became souls in their own right, coinheritors of Andy Gage's life. . . . While Andy deals with the outside world, more than a hundred other souls share an imaginary house inside Andy's head, struggling to maintain an orderly coexistence: Aaron, the father figure; Adam, the mischievous teenager; Jake, the frightened little boy; Aunt Sam, the artist; Seferis, the defender; and Gideon, who wants to get rid of Andy and the others and run things on his own. Andy's new coworker, Penny Driver, is also a multiple personality, a fact that Penny is only partially aware of. When several of Penny's other souls ask Andy for help, Andy reluctantly agrees, setting in motion a chain of events that threatens to destroy the stability of the house. Now Andy and Penny must work together to uncover a terrible secret that Andy has been keeping . . . from himself.
On a routine visit to an international bank in Switzerland, Charles Black, the just-retired Chairman of the U.S. Federal Reserve Board, finds himself in jail.
Internationally acclaimed for his work as a vocal coach to a wide range of top recording artists and celebrities -- among them Eminem, Wilson Phillips, Smashing Pumpkins, Al Jarreau, the Beach Boys, Phish, Billy Idol, Tyra Banks, Billy Baldwin, Alicia Silverstone, and many others -- Roger Love has pioneered a technique that effectively connects speakers and singers to parts of their voice they've never used before. Whether your goal is to carry a tune, expand your vocal range, or speak with ease and confidence before an audience, Roger Love provides you with exactly the help you need. Through the innovative techniques and enjoyable exercises in this book and accompanying CD, Love demonstrates how you can strengthen your "middle voice" and navigate smoothly through several octaves without pressure or strain. Set Your Voice Free holds the key to vocal success and satisfaction -- it's like professional voice lessons in book form.
From the creator of Family Guy and director of Ted comes a hilarious first novel that reinvents the Western. Mild-mannered sheep farmer Albert Stark is fed up with the harsh life of the American frontier, where it seems everything and anything can kill you: Duels at high noon. Barroom brawls. Poisonous snakes. Cholera-infected drinking water. Tumbleweed abrasion. Something called "toe-foot." Even a trip to the outhouse. Yes, there are a million ways to die in the wild, wild West, and Albert plans to avoid them all. Some people think that makes him a coward. Albert calls it common sense. But when his girlfriend dumps him for the most insufferable guy in town, Albert decides to fight back--even though he can't shoot, ride, or throw a punch. Fortunately, he teams up with a beautiful gunslinger who's tough enough for the both of them. Unfortunately, she's married to the biggest, meanest, most jealous badass on the frontier. Turns out Albert has just discovered a million and one ways to die in the West.From the Hardcover edition.
Sethra Lavode: She's the oldest person in the Dragaeran Empire, a military genius and master of sorcery whose own story stretches back to before the dawn of history.
This easy-to-follow textbook introduces the mathematical language, knowledge and problem-solving skills that undergraduates need to study computing. The language is in part qualitative, with concepts such as set, relation, function and recursion/induction; but it is also partly quantitative, with principles of counting and finite probability. Entwined with both are the fundamental notions of logic and their use for representation and proof. Features: teaches finite math as a language for thinking, as much as knowledge and skills to be acquired; uses an intuitive approach with a focus on examples for all general concepts; brings out the interplay between the qualitative and the quantitative in all areas covered, particularly in the treatment of recursion and induction; balances carefully the abstract and concrete, principles and proofs, specific facts and general perspectives; includes highlight boxes that raise common queries and clear confusions; provides numerous exercises, with selected solutions.
In this fully revised and expanded second edition, Setting Limits author Robert MacKenzie is back with even more time-proven methods for dealing with misbehavior and creating positive, respectful, and rewarding relationships with children prone to acting out and disobedience.Disruptive misbehavior, constant power struggles, manipulative or aggressive behavior--the challenges facing parents and teachers of strong-willed children can seem overwhelming at times. That's why thousands of parents and educators have turned to the solutions in Setting Limits With Your Strong-Willed Child. This revised and expanded second edition offers the most up-to-date alternatives to punishment and permissiveness--moving beyond traditional methods that wear you down and get you nowhere, and zeroing in on what really works so parents can use their energy in more efficient and productive ways. With fully updated guidelines on parenting tools like "logical consequences," and examples drawn directly from the modern world that children deal with each day, this is an invaluable resource for anyone wondering how to effectively motivate strong-willed children and instill proper conduct.
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