[K659.Ebook] PDF Ebook Service Management: Strategy and Leadership in Service Business, by Richard Normann

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Service Management: Strategy and Leadership in Service Business, by Richard Normann

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In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations

This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action.

It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company.

The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society.

Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.

• Sales Rank: #1829855 in eBooks
• Published on: 2008-03-11
• Released on: 2008-03-11
• Format: Kindle eBook

From the Back Cover
In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations

This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action.

It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company.

The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society.

Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.

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[B150.Ebook] Get Free Ebook The Hour of Our Death: The Classic History of Western Attitudes Toward Death over the Last One Thousand Years, by Philippe Aries

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This remarkable book—the fruit of almost two decades of study—traces in compelling fashion the changes in Western attitudes toward death and dying from the earliest Christian times to the present day. A truly landmark study, The Hour of Our Death reveals a pattern of gradually developing evolutionary stages in our perceptions of life in relation to death, each stage representing a virtual redefinition of human nature.

Starting at the very foundations of Western culture, the eminent historian Phillipe Ari�s shows how, from Graeco-Roman times through the first ten centuries of the Common Era, death was too common to be frightening; each life was quietly subordinated to the community, which paid its respects and then moved on. Ari�s identifies the first major shift in attitude with the turn of the eleventh century when a sense of individuality began to rise and with it, profound consequences: death no longer meant merely the weakening of community, but rather the destruction of self. Hence the growing fear of the afterlife, new conceptions of the Last Judgment, and the first attempts (by Masses and other rituals) to guarantee a better life in the next world. In the 1500s attention shifted from the demise of the self to that of the loved one (as family supplants community), and by the nineteenth century death comes to be viewed as simply a staging post toward reunion in the hereafter. Finally, Ari�s shows why death has become such an unendurable truth in our own century—how it has been nearly banished from our daily lives—and points out what may be done to “re-tame” this secret terror.

The richness of Ari�s's source material and investigative work is breathtaking. While exploring everything from churches, religious rituals, and graveyards (with their often macabre headstones and monuments), to wills and testaments, love letters, literature, paintings, diaries, town plans, crime and sanitation reports, and grave robbing complaints, Aries ranges across Europe to Russia on the one hand and to England and America on the other. As he sorts out the tangled mysteries of our accumulated terrors and beliefs, we come to understand the history—indeed the pathology—of our intellectual and psychological tensions in the face of death.

• Sales Rank: #246233 in Books
• Published on: 2008-07-22
• Released on: 1982-02-12
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 9.30" h x 1.40" w x 6.10" l, 2.25 pounds
• Binding: Paperback
• 696 pages

Review
“This book represents a remarkable collection of historical aphorisms. It is a classic that should be read by all serious students of death and dying.”—Darrell Chase, University of Memphis

“Philippe Aries has provided us with an extraordinary historical account of the perception and experience of death and dying. . . . This book . . . demands serious attention. . . . Please read this remarkable book. . . .The book is a magnificent contribution to society.”—Journal of Religious Gerontology

“Aries has once again given us something of which probably no other historian. . . is capable: an absolutely magnificent 1,000-year panorama of an extremely elusive, yet fundamental, human concern.”—The New Republic

“A great work of historical reconstruction...that one immediately recognizes as seminal.”—Psychology Today

“Aries meanders through the long, mazelike corridors of his theme like an insatiable collector, relishing every suggestive find, taking turns at random, and spinning interpretations of everything he sees. . . . A monument to its subject.”—The Saturday Review

“A scholarly study which is very appropriate for junior, senior, and graduate level university students in courses on the sociology and history of death.”—R. Stephen Schwartz, Winona State University

“Clearly a thorough, eclectic study.”—Vincent Barry, Bakersfield College

“A classic in the field of the history of dying and death.”—Nathan Kollar, St. John Fisher

“A gorgeous, amazing book that will give me many hours of education and entertainment.”—Pat Crane, San Antonio College

“An excellent look at death as seen through the ages.”—Philip G. Patros, South Connecticut State University

Language Notes
Text: English, French (translation)

About the Author
Philippe Ari�s was an important French medievalist and historian of the family and childhood. He is also the author of Centuries of Childhood, which was translated into English in 1962. He died in Paris in 1984.

Most helpful customer reviews

13 of 15 people found the following review helpful.
Previewing Mortality
By Lew Troop
Phillipe Aries takes on an impossible challenge, how eons of people have regarded death, what they thought both of and about it. It's an honest attempt to view the subject from as many disparate theologies and belief systems as are germane and then synthesize them. It's long, and not always as accessible as one might wish but much of this problem is due to a stilted translation. Those with a knowledge of French will note passages where idiomatic French has received a direct translation rather than a rewritten one which would make it flow more sensibly. What it is not is the morgantic cousin to "The American Way of Death" published decades ago. But some of the humor and lightness of touch that volume had could have been helpful. In some cultures, and this is noted, death is a joyous event. Current society has trivialized death (discount casket shops, drive through funerals) and the current turn to evangelism makes death a punishment for many. Aries is careful to see that all points of view are represented but adroitly avoids drawing conclusions. Death is what it is. Think about it. This book provides new insights in how to do that leaving the reader to draw their own conclusions.

33 of 33 people found the following review helpful.
Death in Western History
By S. Pactor
This is a comprehensive survey of one thousand years (longer, really) of western attitudes towards death. By "western" were mostly talking "French", although Aries does include digressions into German, Italian, Spanish, English and American culture. I didn't find the intense focus on France to detract from the overall majesty of this 600+ page opus. For most of the thousand years, the "attitude towards death" that Aries is describing crosses national boundaires.
Aries divides his study into four overlapping historical periods: "The Tame Death", "The Death of the Self", "The Death of the Other", and "The Invisible Death". The Tame Death roughly corresponds with the pre-Christian and early middle ages. This period was characterized by a meek acceptance of passing into a long period of sleep. Death is social, and the death ritual has a central place in the society.
"The Death of the Self" is moves more into the middle and late middle ages. Here, death is used by the mendicant orders of Christianity to convert a quasi-pagan population. Thus, there is a corresponding rise in individual's concern with their own death. Also during this period, there is a rise in materialism, which creates a duality between the love of things and the renunciation of the material world which is supposed to preceed death.
The Death of the Other and the Invisible Death are familiar to most modern folks. The Invisible Death is corresponds with the post WWII American model, and the Death of the Other largely corresponds to the romantic movement (lots of weeping, lots of drama).
Aries basic thesis delves into "the Invention of Tradition" territory, i.e. that modern attitudes towards death are just that, modern, and largely without antecedent in history. Aries also points out that pre-Christian traditions of death have persisted far longer in the west then one might suppose. His main illustration for this contention is the observations that the concept of "purgatory" was not fully accepted until well into the 17th and 18th century (purgatory being an exclusively Chrisitian concept).
The research and execution can only be considered awe inspiring, but the thesis less so. Any modern reader of history is aware that "tradition" is invented. Aries is less concerned as to why this might be the case, but for me, the "why" is the interesting question.

3 of 3 people found the following review helpful.
intricate and clinical
By Luis V.
This a deep study of how death has been dealt with thru the centuries in Europe and to some degree in the United States. Is as methodical as you could possibly hope for in a book it also most feel like you're reading a manual more than a treaty, anyhow is a good read just not a engrossing read.

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[A567.Ebook] Download PDF A Primer on Real Analysis, by Alan Sultan

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A Primer on Real Analysis, by Alan Sultan

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From an intuitive point of view with pictures to support the ideas, this beginner's book on analysis lays the groundwork for future work in advanced mathematics. Very detailed proofs of theorems as well as several examples to illustrate each concept take the reader slowly from rudimentary results to very sophisticated results. Complete solutions are given for virtually all of the exercises in the book making this an ideal book for self study and for use in the classroom.

• Sales Rank: #392751 in Books
• Published on: 2014-10-19
• Original language: English
• Number of items: 1
• Dimensions: 10.00" h x .63" w x 7.00" l, 1.08 pounds
• Binding: Paperback
• 278 pages

About the Author
Alan Sultan is a professor of mathematics at Queens College. In addition to this text, he is the primary author of the textbooks "Linear Programming: In Introduction with Applications" originally published by Academic press, and "The Mathematics That Every Secondary School Math Teacher Needs to Know" published by Routledge. He is a secondary author of "Implementing the Common Core State Standards through Mathematical Problem Solving: High School" and Implementing the Common Core State Standards through Mathematical Problem Solving: Grades 6-8" both published by NCTM. He is also an author or coauthor of about thirty five research and expository articles as well as the recipient of grants and teaching awards including the Queens College Presidential Teaching Award for Excellence in Teaching.

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11 of 11 people found the following review helpful.
An Excellent Companion Text for any Analysis Course
By Gu Yan Li
I recently had a chance to read through Alan Sultan's "Primer on Real Analysis", and I must say that of all the entry-level texts on the subject, this is far-and-away the most user-friendly.

Dr. Sultan takes a difficult subject and gives a treatment that is both thorough and easy-to-understand. He speaks in a conversational tone and yet never skimps on the particulars. Many texts (Lang, Royden, etc.) assume reader knowledge well beyond that of the typical college undergrad or early grad student. Not this text- if you are an expert analyst you may find little use for this book beyond that as a reference, but if you are new to the subject, this book may be a life-saver. The text explains each important concept in sufficient detail, supplying pictures and additional exposition when such extras are most needed. Sultan provides the intuition behind each proof and often outlines the plan he will use step by step. I know of no other book that is so thorough and student-oriented.

While the text is accessible to both the average undergraduate and early graduate math student, newcomers to the subject (or those who have struggled with needlessly dense "standard" texts) will find the most to love. As the title implies, this is a "primer", and not meant to be a be-all-end-all analysis bible. That having been said, it does what it does VERY well, and for the price, it's well worth the investment.

A must-have for fledgling analysis students!

13 of 14 people found the following review helpful.
Most math books are not written to teach. Maybe ...
By Gale Gray
Most math books are not written to teach. Maybe they are written to demonstrate a facility with symbols! Of course most publishers
don't know this! This book is actually a book that takes teaching seriously! And the result more than accomplishes its objectives!
Maybe this type of book will catch on in the academic environment! Imagine that a text that is actually trying to teach something!
Professor Sultan I think you have discovered a real need of students everywhere! I hope you continue in your endeavor !

7 of 8 people found the following review helpful.
Pick This Up!
By cbone1763
Extremely underrated. This book plus "a Real Analysis Problem Book by Aksoy will take you above and beyond 2 semesters of Real Analysis

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[K376.Ebook] PDF Download Language Exploration and Awareness: A Resource Book for Teachers, by Larry Andrews

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This book shows English teachers how they can expand their curriculum beyond the traditional emphases on grammar and syntax, to help their students learn about the many aspects of the English language--including general semantics, regional and social dialects, syntax, spelling, history of the English language, social language conventions, lexicography, and word origins. The text reviews basic aspects of English language study in classrooms, then illustrates how teachers can create student-centered, inquiry-oriented activities for the learners in their classrooms. Written from a "language in cultural and social context" perspective, this text stresses the uses of authentic language as it is used by real people for real purposes in diverse social contexts.

Clear, practical, and reader accessible, the fully revised and updated second edition of this text:
* emphasizes how language is a distinctly human activity and how successful language use is dependent on appropriate choices driven by social context.
* Demonstrates--through numerous sample classroom activities, many of which have been prepared by classroom teachers--how language study can be more meaningful and enjoyable for students.
*Features two unique chapters--one on the languages of intolerance and discrimination and one on how teachers can help English-as-a-Second-Language learners in mainstream classrooms.
*Includes "For Your Information and Practice" activities in each chapter to help readers deepen and clarify their understandings of the content.

• Sales Rank: #1665522 in Books
• Published on: 1998-01-01
• Original language: English
• Number of items: 1
• Dimensions: 9.02" h x .78" w x 5.98" l,
• Binding: Paperback
• 342 pages

Most helpful customer reviews

6 of 7 people found the following review helpful.
A Great Way to Approach Linguistics
By Dwise1
First of all, I have the pleasure of being in Dr. Andrews' Principles of Linguistics class. This book is being used as the required text for class and it is simply WONDERFUL. The text is written for students and teachers in such a manner that it is easy to understand and relate to. (Unlike some texts which are written simply for the community of the academic "elite.")
Dr. Andrews takes a wonderful approach to Linguistics, emphasizing the importance of context in any situation to determine what language use is appropriate. Rather than simply telling students that word usage or sentence structure is wrong, this book both analyzes reasons for why these uses may be deemed incorrect and, at the same time, urges teachers to recognize the individuality and expression that can be found in language.
Overall, this book makes studying Linguistics a sheer joy. I can't remember how many teachers pushed correct grammar usage as the primary focus of English classes in high school. This book really tries to step away from that habit and promote a true love of language. I highly recommend this book to anyone who is planning to study Linguistics, teach English, or simply explore the wonders of our own language!

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[I511.Ebook] Ebook Rest: Why You Get More Done When You Work Less, by Alex Soojung-Kim Pang

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For most of us, overwork is the new normal and rest is an afterthought. In our busy lives, rest is defined as the absence of work: late-night TV binges, hours spent trawling the internet, something to do once we’ve finished everything else on our to-do lists. But dismissing rest stifles our ability to think creatively and truly recharge.

In Rest, Silicon Valley consultant Alex Pang argues that we can be more successful in all areas of our lives by recognizing the importance of rest: working better does not mean working more, it means working less and resting better. Treating rest as a passive activity secondary to work undermines our chances for a rewarding and meaningful life. Whether by making space for daily naps, as Winston Churchill did during World War II; going on hours-long strolls like Charles Darwin; or spending a week alone in a cabin like Bill Gates, pursuing what Pang calls “deliberate rest” is the true key to fulfillment and creative success. Drawing on rigorous scientific evidence and revelatory historical examples, Rest overturns everything our culture has taught us about work and shows that only by resting better can we start living better

• Sales Rank: #434693 in Books
• Published on: 2016-12-06
• Original language: English
• Dimensions: 8.25" h x 1.00" w x 5.50" l, .0 pounds
• Binding: Hardcover
• 320 pages

Review

PRAISE FOR REST:

“A useful holiday gift at a time when New Year's resolutions will be on the agenda.”
—Kirkus Reviews

“Finally, a full-throated, exhaustively researched argument for why we should all work less and rest more—not just because we’ll feel better (no small thing) but because we’ll actually be more creative and productive as a result.”
—Mason Currey, author of Daily Rituals: How Artists Work

“In his important new book, Pang calmly and meticulously shows us how the best, most creative work, and the most meaningful and joyful lives, are built on the skills, not of mindless busyness, but of deliberate rest, deep play, and taking time to think. A game-changing book for the weary modern world.”
—Brigid Schulte, award-winning journalist and author of the New York Times bestselling Overwhelmed: Work, Love & Play When No One has the Time

“You’re holding some terrific advice in your hands on the virtues of walking, napping, and playing. Pang has written a delightful and thought-provoking book on the science of restful living.”
—Clive Thompson, columnist for Wired magazine and the author of Smarter Than You Think: How Technology Is Changing Our Minds for the Better

“I love this book. Rest weaves fascinating research and captivating stories into a wise prescription for a healthier, more creative, and more fulfilling life in a technology-saturated world. At heart, it is rest, in the many ways Pang describes, that contributes to our ability to be the best of what we can be.”
—Linda Stone, former executive, Apple and Microsoft

“In his fascinating, well-researched, and highly readable new book, Pang makes an excellent case for the critical importance of rest in our lives. You will consider how and why you rest in a completely new light after reading this book.”
—Wendy Suzuki, PhD, professor of neural science and psychology, New York University, and author of Healthy Brain, Happy Life: A Personal Program to Activate Your Brain and Do Everything Better

“It’s high noon for the global economy’s thinking class, who are locked in a losing battle for clarity in a crowded, clickable world. This book is a science-packed call to arms: it’s time to claim rest as a right and pay close attention to the needs of our beleaguered brains.”
—Anthony Townsend, author of Smart Cities: Big Data, Civic Hackers, and the Quest for a New Utopia

“Finally, indisputable proof that to raise happy, healthy, and productive adults, parents and educators must teach the next generation how to practice intentional rest . . . [and] how to partner work with play, exercise, and sleep.”
—Nanci Kauffman, head of Castilleja School

From the Author
I became interested in the importance of rest in creative lives began when I noticed a paradox: many of history's most accomplished thinkers, artists, writers, and composers organized their lives around their work, but not their days. Figures as diverse as Charles Darwin, Salvador Dali, and Maya Angelou think about their work constantly, and achieve much more than most of us, yet they spend fewer hours laboring than we do. What accounts for their success?
The key is not the quantity of their work, but the quality of their rest. Many super-creative and -productive people take a distinctive approach to rest.�

• They see rest as a skill: like speaking or running, it's something we all do naturally, and can learn to do better.�
• They learn to harness mind-wandering: they develop habits that give their brains a break, or give their unconscious minds time to explore new ideas.�
• They treat rest with respect, and make time for it in their daily schedules.�
• They recognize rest as a resource that can extend their creative lives.

Rest�blends history, biography, and recent work in neuroscience and psychology to uncover the critical but under-recognized role rest plays in the lives of creative people. It shows how creative figures structure their days to make good use of rest, and why long walks, afternoon naps, vigorous exercise, and "deep play" stimulate creative work and sustain creative lives.

About the Author
Alex Soojung-Kim Pang is founder of The Restful Company, and a visiting scholar at Stanford. He is the author of two previous books: Empire and the Sun (Stanford, 2002), and The Distraction Addiction (Little Brown, 2013), and for more than a decade has worked as a technology forecaster and consultant. His writing has appeared in Scientific American, the Atlantic Monthly, Slate, Wired, and American Scholar, and numerous scholarly journals. He lives in Menlo Park, California.

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