A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines, including:- Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge.- No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?- Measure everything: Telling your employees to do their best won't work if you don't know how they can improve.

    By encouraging students to question, and teaching students how to test their assumptions, Lilienfeld motivates students to use scientific thinking skills to better understand the complex world of psychology.

    Faculty and students praise the book's proven ability to generate class discussion, increase faculty-student engagement, and enhance student learning. Through clear writing, a balanced theoretical approach, and engaging examples, Miller stresses the importance of social inequality, cultural change, and applied aspects of anthropology throughout the book. Each chapter highlights an example of applied anthropology and connects with students by providing practical tips about how they can use anthropology in their everyday lives and careers. The last two chapters address how migration is changing world cultures and the importance of local cultural values and needs in shaping international development policies.

    Offers students with the tools necessary to do ethical research in psychology and to understand the research they learn about in psychology courses and in the media.

    Macionis', "Society: The Basics, 10th edition "is designed to help students see the relevance of the sociological theories and ideas that inform their own lives. Four main themes are found throughout the text: Seeing Sociology in Everyday LifeSocial DiversityGlobal ComparisonsCritical Thinking The new edition has an innovate new design, contemporary and compelling student applications, plus a wealth of author-written and author-managed supplemental material. This revision elevates "Society's "high standard of excellence, ensuring that it remains one of the foremost introductory sociology resources for students and instructors alike.

    An ideal resource for managers at every stage of the game, this book offers insight to help both players and coaches maximise their success.

    A clear and effective guide to policy analysis addressing the psychology, as well as the logic, of the analytical process Full of helpful hints, such as warnings about language traps, strategies for economizing on data collection, and checklists for generating solutions, this book is widely used by students, practicing policy officials in government, and professionals in executive-level training programmes.

    Addressed to copyeditors in book publishing and corporate communications, this thoughtful handbook explains what copyeditors do, what they look for when they edit a manuscript, and how they develop the editorial judgment needed to make sound decisions.This revised edition reflects the most recent editions of The Chicago Manual of Style (15th ed.), the Publication Manual of the American Psychological Association (5th ed.), and Merriam-Webster's Collegiate Dictionary (11th ed.).

    Written from the perspective of market research users, it reflects current trends in international marketing, ethics, and the continuing integration of technology.

    While students are familiar with and may be using the latest products and newest formats, they may not understand how the media has evolved to this point or what all these changes mean. This is where Media and Culture steps in. The eighth edition pulls back the curtain and shows students how the media really works, giving students the deeper insight and context they need to become informed media critics.

    Marieb draws on her own, unique experience as a full-time A&P professor and part-time nursing student to explain concepts and processes in a meaningful and memorable way. With the Seventh Edition, Dr. Marieb has teamed up with co-author Katja Hoehn to produce the most exciting edition yet, with beautifully-enhanced muscle illustrations, updated coverage of factual material and topic boxes, new coverage of high-interest topics such as Botox, designer drugs, and cancer treatment, and a comprehensive instructor and student media package. Package Components *NEW! InterActive Physiology(R) 9-System Suite CD-ROM *Student Access Kit for MyA&P (CourseCompass) and the Anatomy & Physiology Place companion website *REVISED! A Brief Atlas of the Human Body, Second Edition

    For instance, the average mall shopper will spend about $100, then leave when she hits that limit. She'll probably buy shoes rather than clothing, because she doesn't want to think about her dress size. And the store most likely to get her money isn't the one with the nicest display or the deepest discounts-it's the one closest to her parking spot.In his consulting with dozens of leading companies, Michael J. Silverstein has interviewed thousands of customers, extracting fascinating patterns about what really drives their purchase decisions. His first book, the acclaimed bestseller Trading Up, has taught a generation of marketers about the "new luxury" phenomenon, and why consumers will happily pay a steep premium for goods and services that are emotionally satisfying, from golf clubs to bathroom fixtures to beauty products.But Trading Up revealed only part of the story of the new consumer. The same middle-class people who are happily trading up at Victoria's Secret and Panera are going on treasure hunts at Costco and Home Depot. And they are often getting as much emotional satisfaction in the discount stores as in the luxury stores. TREASURE HUNT shows how even the most mundane shopping-for things like paper towels and pet food-has become an adventure rather than a tedious chore.In just about every category, both the high end and the low end are growing and innovation- rich. Many middle-class consumers gladly spend $5 a day for a Starbucks venti latte; others spend forty cents a day on home-brewed coffee, feel good about their frugality, and save up the difference to buy Apple's newest Nano. TREASURE HUNT explains the success of companies as diverse as Dollar General, H. E. Butt, eBay, Commerce Bank, and Tchibo.But beware: in our bifurcated global market, businesses need a clear strategy for aiming high or low, while avoiding the treacherous middle, where so many have recently stumbled. If your offering isn't exciting enough to inspire trading up, but not enough of a bargain to satisfy the treasure hunters, you'll have no emotional connection with your target audience. And then, as many fallen companies have discovered, your tried-and-true marketing strategies will go into a severe stall.TREASURE HUNT takes us into the homes of real people making real decisions, and into the CEO's offices of innovative companies finding new ways to accommodate them. Written with the same flair, empathy, and intelligence that made Trading Up an instant classic, this is an essential guide to the moods and habits of the constantly changing consumer.

    It is the ideal solution for the academic setting, multiple-day training, or individuals in need of more extensive food safety training. Food safety has never been more important to the restaurant industry and its customers. Based on the "2013""FDA Food Code, " the "ServSafe Coursebook" focuses on the preventative measures to keep food safe. The content in the "ServSafe Coursebook" goes beyond the principles found in the "ServSafe""Manager Book" and adds greater depth and breadth of food safety practices by featuring expanded sections on food defense, high-risk populations, active managerial control, and crisis management. Food safety topics are presented in a user-friendly, practical way with more real-world case studies and stories to help readers understand the day-to-day importance of food safety. Developed by the industry, for the industry, ServSafe(R) is a proven way to minimize risk and maximize protection for foodservice owners, employees, and customers. Recognized as the industry standard, ServSafe offers a complete suite of printed and online products and is the most important ingredient to food safety training and certification success. The "ServSafe Coursebook" is available packaged with MyServSafeLab(TM). MyServSafeLab is an online homework, tutorial, and assessment program that truly engages students in learning. It helps students better prepare for class, quizzes, and exams-resulting in better performance in the course-and provides educators a dynamic set of tools for gauging individual and class progress. The "ServSafe Coursebook" 6th Edition is available packaged in a number of ways to suit your specific needs. ISBN: 0133883507 is a package containing the book and the answer sheet for the pencil/paper version of the ServSafe Food Protection Manager exam" ServSafe Coursebook with Answer Sheet 6th Edition " Also available: Stand-alone book: "ServSafe Coursebook "6th Edition ISBN: 0133883604A package containing the book, the answer sheet for the pencil/paper version of the ServSafe Food Protection Manager exam, AND MyServSafeLab with Pearson eText Access Card: " ServSafe Coursebook with Answer Sheet, Revised Plus NEW MyServSafeLab with Pearson eText -- Access Card Package, "6/e ISBN: 0133962733A package containing the book and online exam voucher: "ServSafe Coursebook with Online Exam Voucher 6th Edition "ISBN: 0133883515A package containing the book, online exam voucher, AND MyServSafeLab with Pearson eText Access Card: "ServSafe Coursebook with Online Exam Voucher, Revised Plus NEW MyServSafeLab with Pearson eText -- Access Card Package, 6/e "ISBN: 0133962725Students, if interested in purchasing this title with MyServSafeLab, ask your instructor for the correct package ISBN. MyServSafeLab is not a self-paced technology and should only be purchased when required by an instructor. Instructors, contact your Pearson representative for more information.

    Under the direction of Stephen Greenblatt, General Editor, the editors have reconsidered all aspects of the anthology to make it an even better teaching tool.

    "Using Econometrics: A Practical Guide "provides readers with a practical introduction that combines single-equation linear regression analysis with real-world examples and exercises. This text also avoids complex matrix algebra and calculus, making it an ideal text for beginners. New problem sets and added support make "Using Econometrics" modern and easier to use.