Introduction to Services Chapter 2. Conceptual Framework for the Book: The Gaps Model of Service Quality PART TWO: FOCUS ON THE CUSTOMER Chapter 3. Consumer Behavior in Services Chapter 4. Customer Expectations in Services Chapter 5.

    These were the days when the young Oilers, led by a teenaged Wayne Gretzky, were poised on the edge of greatness, and about to blaze their way into the record books and the consciousness of a nation. While the story of the early Oilers embodies the book, The Game of Our Lives is much more than a retelling of one season in the life of an NHL team.Unlike any book ever written in the annals of hockey, Gzowski beautifully weaves together the anatomy of a modern NHL team with the magnificent history of the game to create one of the best books about hockey in Canada. Here are the great teams and the great players through the ages—Morenz, Richard, Howe, Orr, Hull—the men whose rare and indefinable genius on the ice exemplified the speed, grit and innovation of the game.The Game of Our Lives is the best book on the Canadian passion for hockey; a wondrously perceptive account of the hold the game has on Canadians. —Jack Granatstein, The National Post

    Nobody appeared. Across all departments the stories were the same: Trump appointees were few and far between; those who did show up were shockingly uninformed about the functions of their new workplace.Michael Lewis’s brilliant narrative of the Trump administration’s botched presidential transition takes us into the engine rooms of a government under attack by its leaders through willful ignorance and greed. The government manages a vast array of critical services that keep us safe and underpin our lives, from ensuring the safety of our food and medications and predicting extreme weather events to tracking and locating black- market uranium before the terrorists do. The Fifth Risk masterfully and vividly unspools the consequences of what happens when the people given control over our government have no idea how it works.

    citizens are looking for a new leader. That leader is Canada, and they want your vote for president of the United States.Since launching their video campaign in January, the Canada Party has gone viral, with almost a million hits on YouTube and coverage ranging from CNN and the BBC to the Huffington Post and German State Television. Their new book, America, but Better: the Canada Party Manifesto, balances the doctrine of American exceptionalism with a dose of Canadian humility and common sense in an effort to secure Canada as the new leader of the free world, by proxy.Their promises: One gay couple will be allowed to marry for every straight couple that gets divorced. The phrase "job creators" will be changed to "job creationists," and they will be given seven days to actually create some. Corporations will still be people, but if they can't provide a birth certificate they will be legally obligated to care for your lawn. Corners will be installed in the Oval Office, and timeouts given to congressmen who can't play nice.Devoted to restoring America to its former glory, the Canada Party will soon have the whole world chanting, "Yes We Canada."

    Each blockbuster has a secret history--of power, influence, dark broadcasters, and passionate cults that turn some new products into cultural phenomena. Even the most brilliant ideas wither in obscurity if they fail to connect with the right network, and the consumers that matter most aren't the early adopters, but rather their friends, followers, and imitators -- the audience of your audience.In his groundbreaking investigation, Atlantic senior editor Derek Thompson uncovers the hidden psychology of why we like what we like and reveals the economics of cultural markets that invisibly shape our lives. Shattering the sentimental myths of hit-making that dominate pop culture and business, Thompson shows quality is insufficient for success, nobody has "good taste," and some of the most popular products in history were one bad break away from utter failure. It may be a new world, but there are some enduring truths to what audiences and consumers want. People love a familiar surprise: a product that is bold, yet sneakily recognizable.Every business, every artist, every person looking to promote themselves and their work wants to know what makes some works so successful while others disappear. Hit Makers is a magical mystery tour through the last century of pop culture blockbusters and the most valuable currency of the twenty-first century--people's attention.From the dawn of impressionist art to the future of Facebook, from small Etsy designers to the origin of Star Wars, Derek Thompson leaves no pet rock unturned to tell the fascinating story of how culture happens and why things become popular.In Hit Makers, Derek Thompson investigates: - The secret link between ESPN's sticky programming and the The Weeknd's catchy choruses - Why Facebook is the world's most important modern newspaper - How advertising critics predicted Donald Trump - The 5th grader who accidentally launched "Rock Around the Clock," the biggest hit in rock and roll history - How Barack Obama and his speechwriters think of themselves as songwriters - How Disney conquered the world--but the future of hits belongs to savvy amateurs and individuals - The French collector who accidentally created the Impressionist canon - Quantitative evidence that the biggest music hits aren't always the best - Why almost all Hollywood blockbusters are sequels, reboots, and adaptations - Why one year--1991--is responsible for the way pop music sounds today - Why another year --1932--created the business model of film - How data scientists proved that "going viral" is a myth - How 19th century immigration patterns explain the most heard song in the Western Hemisphere

    'How do we fix this mess? I don't know. But don't stop reading now. Perhaps if we have a clearer understanding of what went wrong, we'll have a better idea of what needs to be done. This book is a map of what needs to be fixed.' The record-breaking unbroken growth between 1992 and 2008 wasn't the economic miracle that it seemed. It was based on a number of dangerous illusions - most notably that it didn't matter that the UK and US year after year consumed more than they earned. But we couldn't go on increasing our indebtedness forever. The financial crash of 2007/8 and the subsequent economic slump in much of the west was the moment when we realised we had borrowed more than we could afford to repay. So who got it wrong? Bankers, investors and regulators? And were they greedy, stupid or asleep? What was the role of government? And what part did we, as consumers, play in all this? How do we get through this difficult period of transition to a more sustainable economy, one based on investment and exports, rather than on borrowing and consumption? With the same probing lucidity he brought to WHO RUNS BRITAIN?, Robert Peston takes us step-by-step towards a common sense way to fix this mess.

    He supports President Obama’s emphasis on green technology, saying that changing the way we produce and consume energy is the strategy most likely to spark a fast-growing economy while enhancing our national security.Clinton also stresses that we need a strong private sector and a smart government working together to restore prosperity and progress, demonstrating that whenever we’ve given in to the temptation to blame government for all our problems, we’ve lost our ability to produce sustained economic growth and shared prosperity.Clinton writes, “There is simply no evidence that we can succeed in the twenty-first century with an antigovernment strategy,” based on “a philosophy grounded in ‘you’re on your own’ rather than ‘we’re all in this together.’ ” He believes that conflict between government and the private sector has proved to be good politics but has produced bad policies, giving us a weak economy with not enough jobs, growing income inequality and poverty, and a decline in our competitive position. In the real world, cooperation works much better than conflict, and “Americans need victories in real life.”

    Suddenly, every aspiring PM wanted a fast-talking, sharp-thinking ad man on their team to help dazzle voters. But what were the consequences of their fixation with the snappy and simplistic? Sam Delaney embarks on a journey to expose the shocking truth behind the general election campaigns of the last four decades. Everything is here - from the man who snorted coke in Number 10 to the politician who fell in love with her own ad exec, from the fist-fights in Downing Street to the all-day champagne binges in Whitehall offices. Sam Delaney talks to the men at the heart of the battles - Alistair Campbell, Peter Mandelson, Tim Bell, Maurice Saatchi, Norman Tebbit, Neil Kinnock - and many more. Dark, revealing and frequently hilarious, Mad Men and Bad Men tells the story of how unelected, unaccountable men ended up informing policy - and how the British public paid the price.

    (The New York Times).From a master chronicler of legal and financial misconduct, a magnificent investigation nine years in the making, this book traces the political intrigue and inner workings of the Catholic Church. Decidedly not about faith, belief in God, or religious doctrine, this book is about the church's accumulation of wealth and its byzantine entanglements with financial markets across the world. Told through 200 years of prelates, bishops, cardinals, and the Popes who oversee it all, Gerald Posner uncovers an eyebrow-raising account of money and power in perhaps the most influential organization in the history of the world.God's Bankers has it all: a rare expose and an astounding saga marked by poisoned business titans, murdered prosecutors, mysterious deaths of private investigators, and questionable suicides; a carnival of characters from Popes and cardinals, financiers and mobsters, kings and prime ministers; and a set of moral and political circumstances that clarify not only the church's aims and ambitions, but reflect the larger dilemmas of the world's more recent history. And Posner even looks to the future to surmise if Pope Francis can succeed where all his predecessors failed: to overcome the resistance to change in the Vatican's Machiavellian inner court and to rein in the excesses of its seemingly uncontrollable financial quagmire. Part thriller, part financial tell-all, this book shows with extraordinary precision how the Vatican has evolved from a foundation of faith to a corporation of extreme wealth and power.

    Written by former staff journalist turned PR trainer/consultant Alex Singleton, The PR Masterclass distills the secrets of effective PR and shows how to put in place a practical, reliable and successful media strategy for your product, business or activity.This useful guide is aimed at PR professionals as well as small business owners and entreprenuers implementing a PR strategy for the first time.

    police departments, glamorized in countless Hollywood movies, and featured as a ubiquitous presence on prime-time TV. It has been rhapsodized by hip-hop artists, and coveted by cops and crooks alike.   Created in 1982 by Gaston Glock, an obscure Austrian curtain-rod manufacturer, and swiftly adopted by the Austrian army, the Glock pistol, with its lightweight plastic frame and large-capacity spring-action magazine, arrived in America at a fortuitous time.  Law enforcement agencies had concluded that their agents and officers, armed with standard six-round revolvers, were getting "outgunned" by drug dealers with semi-automatic pistols. They needed a new gun. When Karl Water, a firearm salesman based in the U.S. first saw a Glock in 1984, his reaction was, “Jeez, that’s ugly.” But the advantages of the pistol soon became apparent. The standard semi-automatic Glock could fire as many as 17 bullets from its magazine without reloading (one equipped with an extended thirty-three cartridge magazine was used in Tucson to shoot Gabrielle Giffords and 19 others). It was built with only 36 parts that were interchangeable with those of other models. You could drop it underwater, toss it from a helicopter, or leave it out in the snow, and it would still fire. It was reliable, accurate, lightweight, and cheaper to produce than Smith and Wesson’s revolver. Made in part of hardened plastic, it was even rumored (incorrectly) to be invisible to airport security screening. Filled with corporate intrigue, political maneuvering, Hollywood glitz, bloody shoot-outs—and an attempt on Gaston Glock’s life by a former lieutenant—Glock is at once the inside account of how Glock the company went about marketing its pistol to police agencies and later the public, as well as a compelling chronicle of the evolution of gun culture in America.

    From listening to the imposter complex and bitchy inner critic to catastrophizing and people-pleasing, Andrea Owen--a nationally sought-after life coach--crystallizes what's behind these invisible, undermining habits. With each chapter, she kicks women's gears out of autopilot and empowers them to create happier, more fulfilling lives. Powerfully on-the-mark, the chapters are short and digestible, nicely bypassing weighty examinations in favor of punch-points of awareness.

    Indeed, as Tom Standage reveals in his scintillating new book, social media is anything but a new phenomenon.From the papyrus letters that Roman statesmen used to exchange news across the Empire to the advent of hand-printed tracts of the Reformation to the pamphlets that spread propaganda during the American and French revolutions, Standage chronicles the increasingly sophisticated ways people shared information with each other, spontaneously and organically, down the centuries. With the rise of newspapers in the nineteenth century, then radio and television, “mass media” consolidated control of information in the hands of a few moguls. However, the Internet has brought information sharing full circle, and the spreading of news along social networks has reemerged in powerful new ways.A fresh, provocative exploration of social media over two millennia, Writing on the Wall reminds us how modern behavior echoes that of prior centuries-the Catholic Church, for example, faced similar dilemmas in deciding whether or how to respond to Martin Luther's attacks in the early sixteenth century to those that large institutions confront today in responding to public criticism on the Internet. Invoking the likes of Thomas Paine and Vinton Cerf, co-inventor of the Internet, Standage explores themes that have long been debated: the tension between freedom of expression and censorship; whether social media trivializes, coarsens or enhances public discourse; and its role in spurring innovation, enabling self-promotion, and fomenting revolution. As engaging as it is visionary, Writing on the Wall draws on history to cast new light on today's social media and encourages debate and discussion about how we'll communicate in the future.

    Media freedom and judicial independence have eroded. The right to vote remains, but the right to have one’s vote counted fairly may not. Until the US presidential election of 2016, the global decline of democracy seemed a concern for other peoples in other lands. . . . That complacent optimism has been upended by the political rise of Donald Trump. The crisis is upon Americans, here and now."Quietly, steadily, Trump and his administration are damaging the tenets and accepted practices of American democracy, perhaps irrevocably. As he and his family enrich themselves, the presidency itself falls into the hands of the generals and financiers who surround him.While much of the country has been focused on Russia, David Frum has been collecting the lies, obfuscations, and flagrant disregard for the traditional limits placed on the office of the presidency. In Trumpocracy, he documents how Trump and his administration are steadily damaging the tenets and accepted practices of American democracy. During his own White House tenure as George W. Bush’s speechwriter, Frum witnessed the ways the presidency is limited not by law but by tradition, propriety, and public outcry, all now weakened. Whether the Trump presidency lasts two, four, or eight more years, he has changed the nature of the office for the worse, and likely for decades.In this powerful and eye-opening book, Frum makes clear that the hard work of recovery starts at home. Trumpocracy outlines how Trump could push America toward illiberalism, what the consequences could be for our nation and our everyday lives, and what we can do to prevent it.

    Your colleague's husband's sister can make you fat, even if you don't know her. A happy neighbor has more impact on your happiness than a happy spouse. These startling revelations of how much we truly influence one another are revealed in the studies of Dr. Christakis and Fowler, which have repeatedly made front-page news nationwide. In Connected, the authors explain why emotions are contagious, how health behaviors spread, why the rich get richer, even how we find and choose our partners. Intriguing and entertaining, Connected overturns the notion of the individual and provides a revolutionary paradigm-that social networks influence our ideas, emotions, health, relationships, behavior, politics, and much more. It will change the way we think about every aspect of our lives.