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.

    Myers introduce this new text here.Watch instructor video reviews here.David G. Myers is best known for his top-selling college psychology texts, used successfully across North America in thousands of AP* courses. As effective as Myers’ college texts have been for the AP* course, we believe his new text will be even better, because Myers’ Psychology for AP* has been written especially for the AP* course!

    Television series centered on courtroom trials, criminal investigations, and forensic psychology are more popular than ever. More and more people are interested in the American system of justice and the individuals who experience it firsthand.Minds on Trial: Great Cases in Law and Psychology gives you an inside view of 20 of the highest profile legal cases of the last 50 years. Drs. Ewing and McCann take you behind the scenes of each of these cases, some involving celebrities like Woody Allen, Mike Tyson, and Patty Hearst, and explain the impact they had on the fields of psychology and the law. Many of the cases in this book, whether involving a celebrity client or an ordinary person in an extraordinary circumstance, were determined in part by the expert testimony of a psychologist or other mental health professional. Psychology has always played a vital role in so many aspects of the American legal system, and these fascinating trials offer insight into many intriguing psychological issues. In addition to expert testimony, some of the issues discussed in this entertaining and educational book include the insanity defense, brainwashing, criminal profiling, capital punishment, child custody, juvenile delinquency, and false confessions.In Minds on Trial, the authors skillfully convey the psychological and legal drama of each case, while providing important and fresh professional insights.Mental health and legal professionals, as well as others with an interest in psychology and the law will have a hard time putting this scholarly, yet readable book down.

    Cathy's worst fears had been realised...Through a Mother’s Tears is the poignant and heartbreaking story of how Cathy lost not only Kirsty, her youngest daughter, but Kirsty’s big sister Hayley, who died of heartbreak when the agony of her baby sister’s loss became too much to bear.

    If you wouldlike to purchase both the physical text and MyProgrammingLab search for ISBN-10: 0132989999/ISBN-13: 9780132989992. That packageincludes ISBN-10: 0132855836/ISBN-13: 9780132855839 and ISBN-10: 0132891557/ISBN-13: 9780132891554. MyProgrammingLab should only be purchased when required by an instructor. In "Starting Out with Java: From Control Structures through Objects", Gaddis covers procedural programming control structures and methods before introducing object-oriented programming. As with all Gaddis texts, clear and easy-to-read code listings, concise and practical real-world examples, and an abundance of exercises appear in every chapter. "

    The book reflects the revisionist interpretation of 19th-century art.

    You'll get up to speed quickly with this straight forward guide, full of practical step-by-step visual instructions. Full color screen shots help you learn visually and quickly become productive. <br><br>From the best selling author of the Top 100 Tips for iPad.

    Dr. Langston discovered that these people had all used a tainted form of heroin. Using fetal tissue transplant, two of the addicts recovered, garnering world-wide press coverage. This is the story behind the headlines.

    Author Marvin Perry's accessible writing style and flexible approach make this abridged version of WESTERN CIVILIZATION: IDEAS, POLITICS AND SOCIETY an engaging text for instructors and students of the Western Civilization survey course. The most significant addition for the Seventh Edition is the insertion in every chapter of a primary source that illuminates the narrative.

    From professional women who hit the maternal wall, to childcare workers who can't afford quality care for their own children, this book captures what it means to be a mother in America today. This groundbreaking book also celebrates the successes of companies that have discovered the value of good family policies, families who are making it work, model childcare programs, and legislation that supports families.

    Contemporary concepts and evidence-based practices prepare new teachers for their roles in the education and well-being of students with disabilities and other special needs. Marilyn Friend combines research-informed concepts and skills with practical information for educators working in this challenging age of high standards and accountability, curriculum access, inclusive practices, professional collaboration, and student diversity. The third edition integrates the requirements of the NCLB and IDEA legislation with evidence-based practices so that readers understand the expectations for educators and students, and learn how critical concepts translate into educational practices. Real People, Real Classrooms:"Chapter Opening Vignettes "describe the experiences of three different students of varying ages as they relate to the topics discussed in each chapter and are referenced at key points in the chapter."Firsthand Account"features real life stories from teachers, students, parents, and school professionals sharing their own experiences and perspectives relating to life and learning with special needs."""Speaking from Experience "features capture the insights and advice of experienced teachers on topics ranging from working effectively with colleagues to finding ways to juggle all the responsibilities of being a special educator to addressing a variety of professional challenges, including those related to student behavior and family concerns.Real Research:Instruction in Action highlight teaching application for intensive instruction delivered by special education teachers in various educational settings.Positive Behavioral Supports illustrates the many positive, proactive ways to address students' behavior/social issues as part of overall classroom teaching and learning.Cutting Edge InformationTechnology Notes features showcase fascinating instructional and assistive technology applications for teaching students with exceptional needs in special educational settings as well as links to information that can help beginning teachers plan their lessons, motivate their students, and keep abreast of their rapidly changing field.Professional Edge features describe conceptual materials and cutting edge information that connect theory to practice.

    No student wants to be bored. So why isn't every classroom teeming with discussion and activity centered on the day's learning expectations? Engagement by Design gives you a framework for making daily improvements in engaging your students, highlighting opportunities that offer the greatest benefit in the least amount of time. You'll learn how focusing on relationships, clarity, and challenge can make all the difference in forging a real connection with students. Engagement by Design puts you in control of managing your classroom's success and increasing student learning, one motivated student at a time.

    It provides in-depth commentary on educational history, philosophy, and governance, while giving special attention to current critical topics such as the changing federal role in educational finance.

    Unrivalled in its scope and as readable as any spy novel, A Century of Spies travels from tsarist Russia and the earliest days of the British Secret Service to the crises and uncertainties of today's post-Cold War world, offering an unsurpassed overview of the role of modern intelligence in every part of the globe. From spies and secret agents to the latest high-tech wizardry in signals and imagery surveillance, it provides fascinating, in-depth coverage of important operations of United States, British, Russian, Israeli, Chinese, German, and French intelligence services, and much more. All the key elements of modern intelligence activity are here. An expert whose books have received high marks from the intelligence and military communities, Jeffrey Richelson covers the crucial role of spy technology from the days of Marconi and the Wright Brothers to today's dazzling array of Space Age satellites, aircraft, and ground stations. He provides vivid portraits of spymasters, spies, and defectors--including Sidney Reilly, Herbert Yardley, Kim Philby, James Angleton, Markus Wolf, Reinhard Gehlen, Vitaly Yurchenko, Jonathan Pollard, and many others. Richelson paints a colorful portrait of World War I's spies and sabateurs, and illuminates the secret maneuvering that helped determine the outcome of the war on land, at sea, and on the diplomatic front; he investigates the enormous importance of intelligence operations in both the European and Pacific theaters in World War II, from the work of Allied and Nazi agents to the black magic of U.S. and British code breakers; and he gives us a complete overview of intelligence during the length of the Cold War, from superpower espionage and spy scandals to covert action and secret wars. A final chapter probes the still-evolving role of intelligence work in the new world of disorder and ethnic conflict, from the high-tech wonders of the Gulf War to the surprising involvement of the French government in industrial espionage. Comprehensive, authoritative, and addictively readable, A Century of Spies is filled with new information on a variety of subjects--from the activities of the American Black Chamber in the 1920s to intelligence collection during the Cuban missile crisis to Soviet intelligence and covert action operations. It is an essential volume for anyone interested in military history, espionage and adventure, and world affairs.

    For this riveting book, he returns to the South Bronx with a sociological eye and provides an unprecedented insider’s look at the workings of a group of Dominican drug robbers. Known on the streets as “Stickup Kids,” these men raided and brutally tortured drug dealers storing large amounts of heroin, cocaine, marijuana, and cash.As a participant observer, Randol Contreras offers both a personal and theoretical account for the rise of the Stickup Kids and their violence. He mainly focuses on the lives of neighborhood friends, who went from being crack dealers to drug robbers once their lucrative crack market opportunities disappeared. The result is a stunning, vivid, on-the-ground ethnographic description of a drug robbery’s violence, the drug market high life, the criminal life course, and the eventual pain and suffering experienced by the casualties of the Crack Era. Provocative and eye-opening, The Stickup Kids urges us to explore the ravages of the drug trade through weaving history, biography, social structure, and drug market forces. It offers a revelatory explanation for drug market violence by masterfully uncovering the hidden social forces that produce violent and self-destructive individuals. Part memoir, part penetrating analysis, this book is engaging, personal, deeply informed, and entirely absorbing.