Selasa, 30 September 2014

[U737.Ebook] Free Ebook Customer Service: A Practical Approach (6th Edition), by Elaine K. Harris

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Customer Service: A Practical Approach (6th Edition), by Elaine K. Harris

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

  • Sales Rank: #349329 in Books
  • Published on: 2012-01-15
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.90" h x .80" w x 7.90" l, .83 pounds
  • Binding: Paperback
  • 192 pages

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0 of 0 people found the following review helpful.
Good book
By Amazon Customer
Boyfriend said it was helpful for his hvac classes and came quickly in the mail.

1 of 1 people found the following review helpful.
Nice Reading
By Mika
A lot of great concepts. I like that it is more up-to-date. The authors did a wonderful job in compiling this book.

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Very easy to read and understand
By Crystal
Bought this for my Customer Service class. Very easy to read and understand.

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Sabtu, 27 September 2014

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  • Sales Rank: #858315 in Books
  • Brand: Brand: CRC Press
  • Published on: 2008-12-22
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.21" h x 1.00" w x 6.14" l, 2.20 pounds
  • Binding: Hardcover
  • 458 pages
Features
  • Used Book in Good Condition

About the Author
King Faisal Specialist Hospital & Res. Ctr, Riyadh, Saudi Ar Erciyes University, Kayseri, Turkey University of Louisville, Louisville, KY, USA

Most helpful customer reviews

3 of 5 people found the following review helpful.
Easy to use
By Neutral opinion
Very clear explanation, easy step by step to use, a lot of examples... .... ..... .... ... .... .... .... ..

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Senin, 22 September 2014

[J171.Ebook] Get Free Ebook Woman Hollering Creek: And Other Stories (Vintage Contemporaries), by Sandra Cisneros

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Woman Hollering Creek: And Other Stories (Vintage Contemporaries), by Sandra Cisneros

NOW AVAILABLE IN EBOOK FOR THE FIRST TIME

A collection of stories, whose characters give voice to the vibrant and varied life on both sides of the Mexican border. The women in these stories offer tales of pure discovery, filled with moments of infinite and intimate wisdom.

  • Sales Rank: #181069 in eBooks
  • Published on: 2013-04-30
  • Released on: 2013-04-30
  • Format: Kindle eBook

From Publishers Weekly
Ranging from prose lyrics of less than a page to much lengthier (but still lyrical) fictions, these stories are eloquent testimonials to the status of Mexican-American women. Cisneros ( The House on Mango Street ) introduces a cast of Chicanas from the environs of San Antonio, Tex., letting us eavesdrop on a series of interior monologues as well crafted as they are expressive. She begins with the self-conscious yet spontaneous effusions of young girls ("You laughing something into my ear that tickles, and me going Ha Ha Ha Ha"), then turns to preadolescents and young women; her speakers evince a shared, uneasy awareness that their self-worth depends on a loyalty to Mexico strained, all the same, by the realities of their lives up North. The restless vamp of "Never Marry a Mexican" feels "ridiculous" as "a Mexican girl who couldn't even speak Spanish," and cultivates a contempt for her white lover ("nude as a pearl. You've lost your train of smoke") and his wife ("alive under the flannel and down, and smelling like milk and hand cream")--but she is not sure just what she is envying. In this sensitively structured suite of sketches, however, Cisneros's irony defers to her powers of observation, so that feminism and cultural imperialism, while important issues here, do not overwhelm the narrative. Author tour.
Copyright 1991 Reed Business Information, Inc.

From Library Journal
In this collection of Mexican-American stories, Cisneros addresses the reader in a voice that is alternately buoyant, strong, funny, and sad. The brief vignettes of the opening piece, "My Lucy Friend Who Smells Like Corn," are tiles in a mosaic. Taken together, these vignettes give a vivid, colorful picture of life on the Texas/Mexico border. Family ties are strong: aunts, uncles, cousins, grandparents are all present. The stories are often about the romantic dreams of young girls longing to escape stifling small-town life who discover that things are not much different on the other side of the border. Cisneros has an acute eye for the telling detail that reveals the secrets and the dreams of her characters. She writes with humor and love about people she knows intimately.
- Marcia Tager, Tenafly, N.J.
Copyright 1991 Reed Business Information, Inc.

From the Inside Flap
A collection of stories, whose characters give voice to the vibrant and varied life on both sides of the Mexican border. The women in these stories offer tales of pure discovery, filled with moments of infinite and intimate wisdom.

Most helpful customer reviews

42 of 45 people found the following review helpful.
. These delicious, poetic stories are full of pain and joy.
By A Customer
Sandra Cisneros, the author of "Woman Hollering Creek" gives us a vibrant variety of stories which reveals some of the strength, true love, and wisdom within women. Cisneros, as a gifted writer and a storyteller, shares stories filled with moments of pain and joy. Women Hollering Creek, offers the life experiences of women who have lived both the Mexican and American life. These delicious, poetic stories bring alive beautiful characters (multifaceted women) who experience true life situations. Each character portrayed in this book, go throughout a catharsis full of pain, anguish, love, hope, and ecstasy. Cisneros is a brave author who shows a unique vision of a women's heart. Her wise work constructed by her poetic style, shows her power as a woman and a writer. In this book, she takes you down a river of sadness, with a long ribbon of laughter. An example of her style is this passage that captivated me, "Your eyes are beautiful, you said. You said they were the darkest eyes you'd ever seen and kissed each one as if they were capable of miracles. And after you left, I wanted to scoop them out with a spoon, place them on a plate under these blue blue skies, food for the blackbirds." It is very fortunate that I read this book, because it has given me so much inspiration. Cisneros as a Latina women, has inspired me (another Latino) to continue on my long journey of becoming a writer. Her beautiful prose gives the reader a sense of the world she brings alive. For example, "The laughing sound of the river and canals, and the high melancholy voice of the wind and the branches of the tall pine." I suggest that every writer should read this book. Another reason why I recommend this book is because it has shown me the astonishing perspective of a woman which no matter what, a man can not have. Me, as a man, would never experience what a women experiences. This book is very valuable to me, since it provides the opportunity to see the inner beauty and strength of a Latina women. A third reason why I recommend this book, is because it invites you to imagine and taste the Mexican culture through a woman's eyes. Woman Hollering Creek, served me especially and can be a great resource for others to learn about Mexican lifestyle. This book informed me more about that romantic, joyful, and traditional Mexican life. The rating I give this book is a ten, because it has helped me understand where women are coming from a little better. I have gained more respect for women who are writers because she gives her heart to her readers.

19 of 20 people found the following review helpful.
Poetically written exploration of women's experiences
By studentofislamichistory
This is the book which made me a feminist during my undergraduate years, and on which I subsequently wrote my senior English thesis. No author of short stories can turn a phrase the way Cisneros can, and her poetic evocations of different stages of life from young girl to mature young woman shed a multi-faceted light on Hispanic women's experiences in which every paragraph becomes thought-provoking.
In addition, read as a whole thematically, this anthology can be seen as similar to the sort of artistic coming-of-age novels such as Hermann Hesse's Peter Camenzind. The key turning point in this development may be the story "Little Miracles, Kept Promises," which is a series of letters left at the shrine of La Virgin de Guadelupe. This reveals the many layers of the shrine, which is the site of an old Aztec goddess with whom Cisneros identified, and who allows for a new revelation of feminine power in the Mexican heritage which comes out for the rest of the work.
However you choose to read it, this is a collection which will both delight and challenge all who come prepared.

13 of 13 people found the following review helpful.
Short stories that sparkle
By arye orona
Woman Hollering Creek is a powerful collection of short stories from Sandra Cisneros. One of the main strengths of her writing is her ability to make her characters (especially her first person narrators) very accessable. She is able to get into the minds of, and portray, many of her characters in a very lifelike way. She seems especially adept at dealing with the children in her stories. For instance, the story "Eleven" (one of the many gems in this collection) is the account of a little girl on her eleventh birthday. It deals with helplessness of a child in the face of an authoritive adult. It also looks at a childs preoccupation with the opinion of his/her peers. Cisneros manages the tale in such a way that it seems inevitable that the reader will identify with the girl. That, in itself, is a sort of mastery of craft.
These stories range from impressionistic, two-page shorts that read like poems, to longer, more detailed accounts of relationships. As with any collection of short stories, there are those that are more successful than others (in other words those that you'll relate to better than others). However, all of the tales have a sort of vivid life to them; and, in all, I think that this is a very well rounded collection.
Perhaps the only real point of difficulty that readers may face in this collection is Cisneros' use of spanish phrases throughout the book. However, don't let such things discourage you. Many of these phrases can be understood within the context in which they are written (so they aren't too much of a stumbling block). Also, these stories are too good to let a few words discourage you from reading this book. I would recomend this book to anybody who is interested in the struggles of childhood (especially that of minority children), as well as the pains and pleasures of intimate relationships. I would also recomend this book to lovers of good, colorful short stories.

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Selasa, 16 September 2014

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  • Published on: 2011
  • Binding: Leather Bound

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Senin, 15 September 2014

[D969.Ebook] Download PDF Building Management Skills: An Action-First Approach (Explore Our New Management 1st Editions), by Richard L. Daft, Dorothy Marcic

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Building Management Skills: An Action-First Approach (Explore Our New Management 1st Editions), by Richard L. Daft, Dorothy Marcic

Daft and Marcic's action-first approach turns the traditional learning model on its end. Instead of starting with concepts and moving to application, this text starts with application, an introductory problem or challenge that encourages you to first empty out your ideas so you are ready to understand new ideas and acquire new skills. Each chapter provides a menu of resources for engagement, application, and learning, everything you need to develop the spot-on management skills you'll need to be a successful manager. This new learning philosophy leads you through a seven-step learning process: 1. Manager Challenge, 2. Initial Response, 3. Discover Yourself, 4. Discover Knowledge, 5. Action Learning Exercises, 6. Test Your Mettle, and 7. Personal Skills Log. Shorter, highly-focused chapters take you through each of these seven steps, allowing you to capture the essence and critical points for each topic. The mass of research material has been condensed and focused into discrete learning packages (chapters) designed specifically for engagement. BUILDING MANAGEMENT SKILLS offers a unique new set of Challenge Videos that are specifically designed to help develop your decision-making and thinking skills. After you watch the video challenge you are asked to respond to the challenge by solving the problem, helping you see the relevance of the chapter material and answering the question "Why do I need to know this material?". These innovative, decision-making Challenge Videos are also available in CengageNOW. Organized around a new learning philosophy, with new technology and a coherent learning package for you to acquire management skills through an active "first do, then learn" approach, Daft and Marcic have created a truly unique learning experience with BUILDING MANAGEMENT SKILLS.

  • Sales Rank: #226161 in Books
  • Brand: Cengage Learning
  • Published on: 2013-01-01
  • Ingredients: Example Ingredients
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.90" h x .90" w x 8.00" l, 2.75 pounds
  • Binding: Paperback
  • 672 pages
Features
  • Used Book in Good Condition

Review
"I am really excited to see how the author implements both the "Do first then learn" and "Less is more" philosophies. These two philosophies set the text apart from other offerings that just focus on providing information and then activities related to theory." "I would describe this text as an innovative approach to skills that covers all of the major areas that we are used to addressing. The difference is in the text's ability to "show" students areas of deficiency and thus motivate them to acquire, develop, and practice the relevant skills." "I'm excited about the idea of this text. If the authors effectively implement the do then learn as well as the less is more approach, coupled with fresh, innovative video scenarios, I would strongly consider this text for adoption."

"A novel way to organize/approach the material in a traditional skills/OB course."

"You need to place it [this book] on the market as the most innovative product in the world. And, here is a selling point: in today's destroyed economic times, after witnessing the fall of Wall Street and Ponzi schemes, managers today must be able to be creative, innovative, and be a catalyst for change. It's not the same old routine for today's managers; planning, controlling and organizing. Today, managers are supposed to not only manage people, but turn their employees into a competitive advantage."

About the Author
Richard L. Daft, Ph.D., is the Brownlee O. Currey, Jr. Professor of Management and Principal Senior Lecturer in the Owen Graduate School of Management at Vanderbilt University, where he specializes in the study of leadership and organization theory. Dr. Daft is a fellow of the Academy of Management and has served on the editorial boards of Academy of Management Journal, Administrative Science Quarterly, and Journal of Management Education. He was associate editor-in-chief of Organization Science and associate editor of Administrative Science Quarterly. Dr. Daft has authored or co-authored 13 books, including The Executive and the Elephant, Organization Theory and Design, and Management. He also has authored dozens of scholarly articles, papers, and chapters, and he has published in the Administrative Science Quarterly, Academy of Management Journal, Academy of Management Review, Strategic Management Journal, Journal of Management; Accounting, Organizations and Society, Management Science, MIS Quarterly, and Organizational Behavior Teaching Review. Dr. Daft has received several government research grants in organization design, organizational innovation and change, strategy implementation, and organizational information processing. An active teacher and respected consultant, Dr. Daft has served as associate dean and helped manage a start-up enterprise. He has been involved in management development and consulting for numerous organizations, including the American Banking Association, AutoZone, Bridgestone, Vulcan Materials, TVA, Pratt & Whitney, Allstate Insurance, State Farm Insurance, the United States Air Force, the U.S. Army, Central Parking System, USAA, Bristol-Myers Squibb, and Vanderbilt University Medical Center.

Dorothy Marcic, EdD, MPH, is a professor at Columbia University and a former faculty member at Vanderbilt University. Dr. Marcic is also a former Fulbright Scholar at the University of Economics in Prague and the Czech Management Center, where she taught courses and did research in leadership, organizational behavior, and cross-cultural management. She teaches courses at the Monterrey Institute of International Studies and at the University of Economics in Prague, and she has taught courses and given presentations at the Helsinki School of Economics, Slovenia Management Center, College of Trade in Bulgaria, City University of Slovakia, Landegg Institute in Switzerland, the Swedish Management Association, Technion University in Israel, and the London School of Economics. She has served on the boards of the Organizational Teaching Society, the Health Administration Section of the American Public Health Association, and the Journal of Applied Business Research. Dr. Marcic has authored 12 books, including Organizational Behavior: Experiences and Cases, (South-Western Publishing, 6th Edition, 2001), Management International (West Publishing, 1984), Women and Men in Organizations (George Washington University, 1984), and Managing with the Wisdom of Love: Uncovering the Virtue in People and Organizations (Jossey-Bass, 1997), which was rated one of the top 10 business books of 1997 by Management General. In addition, she has had dozens of articles printed in publications such as Journal of Management Development, International Quarterly of Community Health Education, Psychological Reports, and Executive Development. Professor Marcic has conducted hundreds of seminars on various business topics and consulted for executives at various companies.

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0 of 0 people found the following review helpful.
Five Stars
By Becky Mortlock
Textbook arrived on time and was in good condition.

1 of 2 people found the following review helpful.
Ordered and got the teacher edition
By JohnnyVermont
There's nothing wrong with the book. However when you order based off a picture and the ISBN I don't expect to get the teaching edition. For a management class it was no big deal, but still annoying.

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Jumat, 12 September 2014

[A102.Ebook] Ebook Download AQA Business for A Level 1, by Malcolm Surridge, Andrew Gillespie

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Surridge and Gillespie are back, helping students of all abilities reach their goal; develop students' quantitative and analytical skills, knowledge and ability to apply theoretical understanding through real life business examples and varied activities. This textbook has been fully revised to reflect the 2015 AQA Business specification, giving you up-to-date material that supports your teaching and student's learning. - Builds up quantitative skills with 'Maths moment' features and assesses them in the end of chapter activities - Ensures students have the knowledge of real life businesses so they can apply their theoretical understanding with the 'Business in focus' feature - Helps students get to grips with the content and tests key skills with activities at the end of every chapter

  • Sales Rank: #1561278 in Books
  • Published on: 2015-03-27
  • Original language: English
  • Dimensions: 10.87" h x .16" w x 8.43" l, 2.06 pounds
  • Binding: Paperback
  • 344 pages

About the Author
Andrew Gillespie and Malcolm Surridge are both experienced authors and this is the 5th edition of their successful textbook.

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Rabu, 10 September 2014

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Optimization Modeling with Spreadsheets, by Kenneth R. Baker

An accessible introduction to optimization analysis using spreadsheets

Updated and revised, Optimization Modeling with Spreadsheets, Third Edition emphasizes model building skills in optimization analysis. By emphasizing both spreadsheet modeling and optimization tools in the freely available Microsoft® Office Excel® Solver, the book illustrates how to find solutions to real-world optimization problems without needing additional specialized software.

The Third Edition includes many practical applications of optimization models as well as a systematic framework that illuminates the common structures found in many successful models. With focused coverage on linear programming, nonlinear programming, integer programming, and heuristic programming, Optimization Modeling with Spreadsheets, Third Edition features:

  • An emphasis on model building using Excel Solver as well as appendices with additional instructions on more advanced packages such as Analytic Solver Platform and OpenSolver
  • Additional space devoted to formulation principles and model building as opposed to algorithms
  • New end-of-chapter homework exercises specifically for novice model builders
  • Presentation of the Sensitivity Toolkit for sensitivity analysis with Excel Solver
  • Classification of problem types to help readers see the broader possibilities for application
  • Specific chapters devoted to network models and data envelopment analysis
  • A companion website with interactive spreadsheets and supplementary homework exercises for additional practice

Optimization Modeling with Spreadsheets, Third Edition is an excellent textbook for upper-undergraduate and graduate-level courses that include deterministic models, optimization, spreadsheet modeling, quantitative methods, engineering management, engineering modeling, operations research, and management science. The book is an ideal reference for readers wishing to advance their knowledge of Excel and modeling and is also a useful guide for MBA students and modeling practitioners in business and non-profit sectors interested in spreadsheet optimization.

  • Sales Rank: #623281 in Books
  • Published on: 2015-07-20
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.50" h x 1.00" w x 6.30" l, 1.46 pounds
  • Binding: Hardcover
  • 392 pages

From the Back Cover

An accessible introduction to optimization analysis using spreadsheets

Updated and revised, Optimization Modeling with Spreadsheets, Third Edition emphasizes model-building skills in optimization analysis. By emphasizing both spreadsheet modeling and optimization tools in the freely available Microsoft® Office Excel® Solver, the book illustrates how to find solutions to real-world optimization problems without needing additional specialized software. 

The Third Edition includes many practical applications of optimization models as well as a systematic framework that illuminates the common structures found in many successful models. With focused coverage on linear programming, nonlinear programming, integer programming, and heuristic programming, Optimization Modeling with Spreadsheets, Third Edition features:

  • An emphasis on model building using Excel Solver as well as an appendix with additional instructions on more advanced packages such as Analytic Solver Platform and OpenSolver
  • Additional space devoted to formulation principles and model building as opposed to algorithms
  • New end-of-chapter homework exercises specifically for novice model builders
  • Presentation of the Sensitivity Toolkit for sensitivity analysis with Excel Solver
  • Classification of problem types to help readers see the broader possibilities for application
  • Specific chapters devoted to network models and data envelopment analysis
  • A companion website with interactive spreadsheets and supplementary homework exercises for additional practice


Optimization Modeling with Spreadsheets, Third Edition is an excellent textbook for upper-undergraduate and graduate-level courses that include deterministic models, optimization, spreadsheet modeling, quantitative methods, engineering management, engineering modeling, operations research, and management science. The book is an ideal reference for readers wishing to advance their knowledge of Excel and modeling and is also a useful guide for MBA students and modeling practitioners in business and non-profit sectors interested in spreadsheet optimization.

Kenneth R. Baker, PhD, is Nathaniel Leverone Professor of Management at the Tuck School of Business and Adjunct Professor of Engineering at Dartmouth College. A Fellow of the Institute for Operations Research and the Management Sciences (INFORMS), Dr. Baker has published extensively in his areas of research interest, which include mathematical modeling, spreadsheet engineering, and scheduling. He is also coauthor of Principles of Sequencing and Scheduling and Management Science: The Art of Modeling with Spreadsheets, Fourth Edition, both published by Wiley.

About the Author

Kenneth R. Baker, PhD, is Nathaniel Leverone Professor of Management at the Tuck School of Business and Adjunct Professor of Engineering at Dartmouth College. A Fellow of the Institute for Operations Research and the Management Sciences (INFORMS), Dr. Baker has published extensively in his areas of research interest, which include mathematical modeling, spreadsheet engineering, and scheduling. He is also coauthor of Principles of Sequencing and Scheduling and Management Science: The Art of Modeling with Spreadsheets, Fourth Edition, both published by Wiley.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Great practical text
By KittyTears
Really great practical text. I wish there was more use of Heuristics though.

0 of 0 people found the following review helpful.
Good resource.
By Michael
Good resource for my graduate class. Followed my professor's models well.

0 of 0 people found the following review helpful.
Five Stars
By Amazon Customer
Excelent book, very practical approach.

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Lean Six Sigma For Dummies

  • Sales Rank: #6568947 in Books
  • Published on: 1994
  • Binding: Paperback

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Senin, 08 September 2014

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Noticeable wear to cover and pages. May have some markings on the inside. Fast shipping. Will be shipped from US. Used books may not include companion materials.

  • Published on: 1656
  • Binding: Hardcover

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