CONTEMPORARY DIRECT & INTERACTIVE MARKETING

Size: px
Start display at page:

Download "CONTEMPORARY DIRECT & INTERACTIVE MARKETING"

Transcription

1 SECOND EDITION CONTEMPORARY DIRECT & INTERACTIVE MARKETING Lisa D. Spiller Christopher Newport University Martin Baier Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

2 TABLE OF CONTENTS Preface xix Acknowledgments xxi About the Authors xxv Part 1 The Foundations of Direct and Interactive Marketing Chapter 1 Examining the History and Processes of Direct and Interactive Marketing 1 The Scope of Direct and Interactive Marketing 3 Characteristics of Direct and Interactive Marketing 4 Definition and Description 4 The Convergence of Direct Marketing and Brand 5 History and Growth of Direct Marketing 7 The Birth of Mail-Order Catalogs 7 Mail Order Diversifies 8 Print Media 8 Broadcast Media 8 Electronic Media 9 High-Tech Digital Media 9 Factors Affecting the Growth of Direct Marketing 10 The Processes of Direct and Interactive Marketing 11 Who Uses Direct and Interactive Marketing and How 15 Users of Direct and Interactive Marketing 15 Applications of Direct and Interactive Marketing 16 Trends in Direct and Interactive Marketing 18 Creating In-Store Traffic 18 Directing Online Traffic 19 Membership (Affinity) Clubs 19 Issues of Privacy and Security 19 Summary 20 Key Terms 21 Review Questions 21 Exercise 21 Case: Cheryl&Co. 22 Chapter 2 Building Databases, Selecting Customers, and Managing Relationships 27 Customer Database 29 Database Development 30 Customer Loyalty Programs 30 vii

3 viii Table of Contents Examples of Loyalty Programs 31 Source Data 31 RIFIM Assessment 32 Database Maintenance 34 Match Codes and Merge-Purge 34 Multibuyers 37 Keeping Records Current 37 Database Security 38 Information Privacy 38 Proper Database Storage 38 List Seeding 39 Database Uses and Applications 39 Using a Customer Database 39 Performing Database Analytics 42 Database Enhancement 45 Internal Data Enhancement 45 External Data Enhancement 46 Customer Relationship Management 47 Customer Value 48 Lifetime Customer Value 50 One-on-One Personalized Marketing 50 Partner Relationship Management 51 Summary 52 Key Terms 53 Review Questions 53 Exercise 53 Case: Smithfield Foods 54 Chapter 3 Developing Lists and Discovering Markets 59 Lists as Market Segments 62 A Perishable Commodity 62 Types of Lists 62 Development of House Lists 65 The List Industry 65 List Users 65 List Owners 66 List Brokers 68 List Managers 68 List Compilers 68 Service Bureaus 69

4 Table of Contents ix Evaluation of Lists 69 Measurement of Results 69 Response Differences Attributable to Timing 69 The Nature of Market Segmentation 70 Product Differentiation 70 Product Positioning 71 Segmenting Business Markets 71 The Bases for Market Segmentation 73 Geographic Segmentation 73 Demographic Segmentation 73 Social Factor Segmentation 74 Psychographic Segmentation 74 Behavioral Market Segmentation 75 Using Multiple Segmentation Bases 75 ZIP Code Areas as Market Segments 77 Geographic Structure 79 ZIP+4 80 Clustering Areas to Segments 80 Availability of Statistical Data 81 Summary 81 Key Terms 82 Review Questions 82 Exercise 82 Case: Lillian Vernon 83 Chapter 4 Planning and Creating a Value Proposition: The Offer 88 What Is the Offer? 90 The Offer as a Component of Direct Marketing Strategy 91 Elements of an Effective Offer 91 Planning the Offer 92 Step 1: Establish Objectives of the Offer 93 Step 2: Decide on the Attractiveness of the Offer 94 Step 3: Reduce Risk of the Offer 96 Step 4: Select a Creative Appeal 96 Components of the Offer 98 Product or Service 98 Pricing and Payment Terms 98 Trial or Examination Period 99 Guarantees 100 Sweepstakes and Contests 100 Gifts and Premiums 100 Time Limits 101

5 Table of Contents Creating an Offer 102 Step 1: Perform Market Research 102 Step 2: Determine the Terms of the Offer 103 Step 3: Target the Offer 104 Step 4: Test the Offer 105 Step 5: Execute the Offer 106 Popular Offers 106 Summary 108 Key Terms 109 Review Questions 109 Exercise 109 Case: Old American Insurance Company 110 Part 2 Integrated Marketing Communication: The Message and Media Decisions in Direct and Interactive Marketing Chapter 5 Planning and Creating Compelling Message Strategies 113 Creative Research 115 Message Objectives 116 Copywriting and Graphics Techniques 117 Features versus Advantages versus Benefits 117 Writing the Copy 119 Using Design and Graphics 122 Creating Messages for Specific Media 124 Direct Mail 125 Catalogs 130 Print Advertising (Magazines and Newspapers) 133 Broadcast Advertising (Television and Radio) 135 Telephone Promotion 137 Internet 138 Summary 141 Key Terms 142 Review Questions 142 Exercise 142 Case: Barely There 143 Chapter 6 Designing and Employing Print 147 Direct Mail as a Print Medium 149 Market Segmentation 149 Catalogs 150 Syndication Mailings 152 Coupons 152 Cooperative Mailings 153

6 Table of Contents xi Statement/Invoice Stuffers 154 Package Inserts 155 Take-One Racks 155 Magazines as a Print Medium 155 Market Segmentation 155 Categories of Magazines 157 Advantages and Disadvantages 158 Position and Timing 158 Newspapers as a Print Medium 159 Market Segmentation 159 Categories of Newspaper Advertising 160 Advantages and Disadvantages 162 Position and Timing 163 Summary 163 Key Terms 164 Review Questions 164 Exercise 164 Case: Newport News 165 Chapter 7 Developing and Utilizing Electronic Media 170 Television 173 Market Segmentation 173 Characteristics of Television Time 174 Direct Marketing Uses of Television 174 Television Home Shopping and Infomercials 175 Advantages and Disadvantages 177 Radio 177 Market Segmentation 177 Rate Structure 179 Advantages and Disadvantages 179 Telephone 179 Inbound versus Outbound Calls 180 Advantages and Disadvantages of Telephone Marketing 182 Telemarketing Technology 183 Planning a Telemarketing Program 184 Preparing the Telephone Scripts 184 Training Telephone Operators 185 Media Measurement 186 Summary 187 Key Terms 188 Review Questions 188 Exercise 188 Case: CEICO 189

7 xii Table of Contents Chapter 8 Crafting and Applying High-Tech Digital Media 196 The Internet 198 Growth of Internet Marketing 198 Internet Retailing 199 Business-to-Business Internet Transactions 199 Differences between the Internet and the World Wide Web 200 Advantages and Disadvantages 201 Applications of Interactive Media 202 Marketing 203 Online Market Research 206 Web Advertising 208 E-Branding 210 Increasing and Measuring Site Traffic 27 7 Web Site Promotion 211 Search Engine Marketing 212 Creating Web Site Stickiness 213 Media Measurement: E-Metrics 214 New High-Tech Formats and Strategies 215 Blogging 215 Online Social Networking 215 Mobile Marketing 216 Summary 217 Key Terms 217 Review Questions 218 Exercise 218 Case: TreadMoves 219 Part 3 Response, Measurement, and Metrics of Direct and Interactive Marketing Chapter 9 Fulfilling the Offer and Serving the Customer 227 Fulfillment 230 What Is Fulfillment? 230 Traditional Fulfillment Standards 230 The Fulfillment Process 230 The Offer 231 The Response 231 Processing 231 Shipping 232 Billing 232 Customer Service 232

8 Table of Contents xiii Fulfillment Options 232 In-House Fulfillment 233 Outside Fulfillment Centers 240 Online Fulfillment 241 Delivery Options 242 U.S. Postal Service 242 Alternative Delivery Systems 243 Fulfillment Problems 243 Sources of Fulfillment Problems 243 Ways to Avoid Fulfillment Problems 244 Call Centers 245 In-House Call Center 246 Outside (Outsourcing) Call Centers 246 The Importance of Customer Service 248 Evaluating Customer Satisfaction Level 250 Keeping Customers Happy 252 Summary 254 Key Terms 254 Review Questions 254 Exercise 255 Case: FLOWERS.com 256 Chapter 10 Conducting Research and Utilizing Tests to Measure Performance 264 The Nature of Research 266 Surveys and Experiments 266 Problem Structure 269 What to Research and Test 270 Data: Types, Sources, and Collection 270 Secondary Data 270 Primary Data 272 Experimentation as Testing 273 Designing the Experiment or Test 274 Tracking Responses and Measuring Test Results 275 Samples and Estimations 278 Random Samples 278 Determining the Sample Size 279 Measurement of Difference 281 Hypothesis Testing 281 Types of Errors in Hypothesis Testing 282

9 xiv Table of Contents Statistical Evaluation of Differences 282 A Priori versus a Posteriori Analysis 284 Structuring and Evaluating an Experiment 284 Opportunities for Experimentation 286 Summary 287 Key Terms 287 Review Questions 288 Exercise 288 Case: The American Heart Association 289 Chapter 11 Understanding the Industry's Environmental, Ethical, and Legal Issues 292 Environmental Issues 294 The DMA's Environmental Resolution and "Green 15" Program 295 Ethics of Direct Marketing 297 The DMA's Guidelines for Ethical Business Practice 297 The DMA Corporate Responsibility Department 298 Basic Consumer Rights 299 The Right to Safety 299 The Right to Information 299 The Right to Selection 299 The Right to Confidentiality 299 The Right to Privacy 300 Legislative Issues 300 Intellectual Property 300 Security 301 Privacy 301 Privacy Legislation 301 Privacy Protection Study Commission 302 Privacy Today: Antispam Laws 303 Annoyance and Violation 304 Type of Information 304 Consumer Privacy Segments 305 Corporate Response to Privacy 306 The DMA Commitment to Consumer Choice 306 The DMA Online Privacy Principles 308 Third-Party Privacy Intervention: Infomediaries 309 Regulatory Authorities of Direct Marketing 310 Federal Communications Commission 310 Federal Trade Commission 311

10 Table of Contents XV U.S. Postal Service 313 State and Local Regulation 313 Private Organizations 313 The Future: Self-Regulation or Legislation 313 Self-Regulation 313 Legislation and Permission Marketing 314 Summary 314 Key Terms 315 Review Questions 315 Exercise 315 Case: The Telephone Consumer Protection Act 316 Chapter 12 Exploring and Adapting Direct and Interactive Marketing Strategies around the World 320 Direct and Interactive Marketing around the World 323 Differences between Domestic and International Direct Marketing 323 Making the Decision to Go International 324 Step 1: Assess Your International Potential 324 Step 2: Conduct Marketing Research 324 Step 3: Select Your Trading Partners 326 Step 4: Develop an International Direct Marketing Plan 327 Step 5; Begin International Direct Marketing Activities 327 Modes of Market Entry 327 Exporting 327 Licensing 328 Joirit Venture 328 Contract Manufacturing 329 Direct Investment 329 Management Contracting 329 International Direct Marketing Infrastructure 329 Lists and Databases 330 Fulfillment 330 Media 331 Creative 333 Geographical Area Analysis 334 Canada 334 Europe 335 Latin America 338 Asia 339 Egypt 340

11 xvi Table of Contents Africa 340 Summary 341 Key Terms 342 Review Questions 342 Exercise 342 Case: Globalizing an American Catalog 343 Chapter 13 Applying Direct and Interactive Marketing Math and Metrics 348 Using Math and Metrics to Determine the "Right" Target Market 349 Determining Customer Value 349 Calculating Customer Lifetime Value 350 Determining the "Right" Customer to Target 351 Analyzing Market Penetration 352 Measurement Is the Key 353 Calculating Response Rates and Conducting Break-Even Analysis 353 Calculating the Impact of a Lift 355 Determining Conversion Rates 356 Planning the Direct Marketing Budget 356 How to Begin: Estimating Costs 357 The First Calculations: Margins, Fixed and Variable Costs 358 Net Profit and Breaking Even 360 Cost per Inquiry/Cost per Order 361 Return on Investment/Return on Advertising Investment 363 Budgeting for Tests 365 Summary 366 Key Terms 367 Review Questions 367 Exercise 367 Case: SafeLife 368 Part 4 Applications and Future Directions of Direct and Interactive Marketing Chapter 14 Examining Direct and Interactive Marketing Applications in a Variety of Sectors 371 Business-to-Business 373 Characteristics of Industrial Demand 374 B2B Applications 375 How to Identify B2B Market Segments 378 Nonprofit Organizations 382 Nonprofit Applications 382 Fundraising 386 Media Strategies 392

12 Table of Contents xvi i Political Organizations 395 Governmental Organizations 396 Sports Organizations 400 Summary 402 Key Terms 403 Review Questions 403 Exercise 404 Case: Peninsula Society for the Prevention of Cruelty to Animals 405 Comprehensive Cases Casei: McDonald Garden Center Case 413 Case 2: Coldwell Banker Professional, Realtors Case 426 Appendixes Appendix A: Developing a Direct and Interactive Marketing Campaign Featuring The Martin Agency 439 The Martin Agency 439 Campaign Development Process 440 Initial Consultation 440 Campaign Planning Meeting 441 Strategic Development 441 Creative Development 442 Campaign Execution 443 Tracking and Learning 443 Conclusion 445 Appendix B: Careers in Direct and Interactive Marketing 446 Select Direct and Interactive Marketing Career Positions and Descriptions 446 Careers in Direct and Interactive Marketing in Agencies 459 Direct and Interactive Marketing Career Resources 462 Glossary 463 Index 471

Direct Marketing AN INTEGRATED APPROACH

Direct Marketing AN INTEGRATED APPROACH Direct Marketing AN INTEGRATED APPROACH William J. McDonald, Ph.p. Hofstra UmyCrsity New Thinking An International Direct Marketing Agency fü lrwin islwcgraw-hhi Boston Buir Ridge, IL Dubuque, IA Madison,

More information

Customer Service. A Practical Approach. Elaine K. Harris

Customer Service. A Practical Approach. Elaine K. Harris F I F T H E D I T Customer Service A Practical Approach Elaine K. Harris Pearson Education Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid

More information

Public Relations in Schools

Public Relations in Schools Public Relations in Schools Fifth Edition Theodore J. Kowalski University of Dayton Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan

More information

Social Media Marketing

Social Media Marketing Social Media Marketing Tracy L. Tuten East Carolina University Michael R. Solomon The University of Manchester (U.K.) Saint Josephs University Boston Columbus Indianapolis New York San Francisco Upper

More information

NARESH K. MALHOTRA DAVID F. BIRKS PETER A. WILLS

NARESH K. MALHOTRA DAVID F. BIRKS PETER A. WILLS NARESH K. MALHOTRA DAVID F. BIRKS PETER A. WILLS PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Sao Paulo

More information

Seventh Edition. Judy Strauss Associate Professor of Marketing, University of Nevada, Reno

Seventh Edition. Judy Strauss Associate Professor of Marketing, University of Nevada, Reno Seventh Edition E-MARKETING Judy Strauss Associate Professor of Marketing, University of Nevada, Reno Raymond Frost Professor of Management Information Systems, Ohio University International Edition contributions

More information

Advertising Research

Advertising Research Second Edition Advertising Research THEORY AND PRACTICE Joel J. Davis School of Journalism & Media Studies, San Diego State University Prentice Hall Boston Columbus Indianapolis New York San Francisco

More information

Principles of Direct, Database. Alan Tapp, Ian Whitten and Matthew Housden

Principles of Direct, Database. Alan Tapp, Ian Whitten and Matthew Housden Principles of Direct, Database and Digital Marketing Alan Tapp, Ian Whitten and Matthew Housden PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong

More information

Relationship marketing

Relationship marketing Relationship marketing WBIbliothek Exploring relational strategies in marketing FOURTH EDITION JOHN EGAN London South Bank University Financial Times Prentice Hall is an imprint of Harlow, England London

More information

Fundamentals of INVESTING

Fundamentals of INVESTING Fundamentals of INVESTING ELEVENTH EDITION LAWRENCE J. GITMAN, CFP San Diego State University MICHAEL D. JOEHNK, CFA Arizona State University SCOTT B. SMART indiana University Boston Columbus Indianapolis

More information

THE PSYCHOLOGY OF INVESTING

THE PSYCHOLOGY OF INVESTING Fourth Edition THE PSYCHOLOGY OF INVESTING John R. Nofsinger Washington State University Prentice Hall Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London

More information

Financial Statement Analysis

Financial Statement Analysis Financial Statement Analysis Valuation Credit analysis Executive compensation Christian V. Petersen and Thomas Plenborg Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston

More information

Jay Diamond, Professor Emeritus. Department of Marketing, Retailing, Fashion Nassau Community College PEARSON

Jay Diamond, Professor Emeritus. Department of Marketing, Retailing, Fashion Nassau Community College PEARSON Jay Diamond, Professor Emeritus Department of Marketing, Retailing, Fashion Nassau Community College PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai

More information

A FRAMEWORK FOR MARKETING MANAGEMENT. Sixth Edition. Global Edition. Philip Kotler. Northwestern University. Kevin Lane Keller.

A FRAMEWORK FOR MARKETING MANAGEMENT. Sixth Edition. Global Edition. Philip Kotler. Northwestern University. Kevin Lane Keller. A FRAMEWORK FOR MARKETING MANAGEMENT Sixth Edition Global Edition Philip Kotler Northwestern University Kevin Lane Keller Dartmouth College PEARSON Boston Columbus Indianapolis New York San Francisco Amsterdam

More information

MarMit-Based IVIa ii e merit

MarMit-Based IVIa ii e merit A SIXT H ED IT I ON MarMit-Based IVIa ii e merit Strategies for Growing Customer Value and Profitability ler J. Best Emeritus Professor of Marketing University of Oregon PEARSON Boston Columbus Indianapolis

More information

CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY

CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY FOURTH EDITION SPENCER G. NILES Pennsylvania State University JOANN HARRIS-BOWLSBEY Kuder, Inc., Adel, Iowa PEARSON Boston Columbus Indianapolis New

More information

O 0. Visiting Reader, Plymouth Business School, University of Plymouth

O 0. Visiting Reader, Plymouth Business School, University of Plymouth »: : 0JO.J8>J O)_(O) _( )_( )_«* Wo* oiox 5) (COO O 0 o Jim Blythe Visiting Reader, Plymouth Business School, University of Plymouth Phil Megicks University of Plymouth Financial Times Prentice Hall is

More information

An Introduction. Global Edition. "University of North Carolina. Northwestern University

An Introduction. Global Edition. University of North Carolina. Northwestern University An Introduction Global Edition "University of North Carolina Northwestern University Boston Columbus Indianapolis NewYork San Francisco Upper Saddle River Amsterdam CapeTown Dubai London Madrid Milan Munich

More information

BUSINESS AND PROFESSIONAL COMMUNICATION

BUSINESS AND PROFESSIONAL COMMUNICATION Fifth Edition BUSINESS AND PROFESSIONAL COMMUNICATION PLANS, PROCESSES, AND PERFORMANCE James R. DiSanza Idaho State University Nancy J. Legge Idaho State University Allyn & Bacon Boston Columbus Indianapolis

More information

Database Concepts. David M. Kroenke. David J. Auer. riiiversity. Fourth Edition

Database Concepts. David M. Kroenke. David J. Auer. riiiversity. Fourth Edition Database Concepts Fourth Edition David M. Kroenke David J. Auer : ; riiiversity Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich

More information

Customer Relationship. Management. Ed Peelen and Rob Beltman

Customer Relationship. Management. Ed Peelen and Rob Beltman Customer Relationship Management Ed Peelen and Rob Beltman PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town

More information

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore Seventh Edition SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY Global Edition Christopher Lovelock Yale University Jochen Wirtz National University of Singapore Boston Columbus Indianapolis New York San

More information

Performance Management

Performance Management Third Edition A "2.T4 %4if. Oo$ Performance Management Herman Aguinis Kelley School of Business Indiana University PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

MARKETING. Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE. Michael R. SAINT JOSEPH'S UNIVERSITY. Greg W.

MARKETING. Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE. Michael R. SAINT JOSEPH'S UNIVERSITY. Greg W. MARKETING Michael R. SAINT JOSEPH'S UNIVERSITY Greg W. ROLLINS GOLLEGE THE Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE Prentice Hall Boston Columbus Indianapolis New York San Francisco

More information

MANAGEMENT. Improving Service Delivery. Robert Johnston Graham Clark and Michael Shulver. Fourth Edition SERVICE OPERATIONS PEARSON

MANAGEMENT. Improving Service Delivery. Robert Johnston Graham Clark and Michael Shulver. Fourth Edition SERVICE OPERATIONS PEARSON Fourth Edition SERVICE OPERATIONS MANAGEMENT Improving Service Delivery Robert Johnston Graham Clark and Michael Shulver PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland

More information

Network Security Essentials:

Network Security Essentials: Network Security Essentials: Applications and Standards Fifth Edition William Stallings International Editions contributions by B. R. Chandavarkar National Institute of Technology Karnataka, Surathkal

More information

ACCOUNTING AND FINANCE for Non-Specialists

ACCOUNTING AND FINANCE for Non-Specialists Seventh Edition ACCOUNTING AND FINANCE for Non-Specialists Peter Atrill and Eddie McLaney Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney

More information

CORE CONCEPTS OF ACCOUNTING

CORE CONCEPTS OF ACCOUNTING Tenth Edition CORE CONCEPTS OF ACCOUNTING Leslie K. Breitner University of Washington, Evans School of Pubic Affairs Robert N. Anthony Emeritus, Harvard Business School Prentice Hall Boston Columbus Indianapolis

More information

Service Operations Management

Service Operations Management Third Edition Robert Johnston and Graham Clark Service Operations Management Improving Service Delivery Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston

More information

BUSINESS INTELLIGENCE

BUSINESS INTELLIGENCE SECOND EDITION BUSINESS INTELLIGENCE A MANAGERIAL APPROACH INTERNATIONAL EDITION Efraim Turban University of Hawaii Ramesh Sharda Oklahoma State University Dursun Deleii Oklahoma State University David

More information

ADVANCED ACCOUNTING. Floyd A. Beams. /Virginia Polytechnic Institute and State University. Joseph H. Anthony. Michigan State University

ADVANCED ACCOUNTING. Floyd A. Beams. /Virginia Polytechnic Institute and State University. Joseph H. Anthony. Michigan State University A INTERNATIONAL EDITION ADVANCED ACCOUNTING Floyd A. Beams /Virginia Polytechnic Institute and State University Joseph H. Anthony Michigan State University Bruce Bettinghaus Grand Valley State University

More information

Marketin. Global Edition 14

Marketin. Global Edition 14 Marketin Global Edition 14 PHILIP Kotler Northwestern University GARY Armstrong University of North Carolina Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai

More information

The Data Access Handbook

The Data Access Handbook The Data Access Handbook Achieving Optimal Database Application Performance and Scalability John Goodson and Robert A. Steward PRENTICE HALL Upper Saddle River, NJ Boston Indianapolis San Francisco New

More information

Fundamentals of Retail Buying with Merchandising Math

Fundamentals of Retail Buying with Merchandising Math Fundamentals of Retail Buying with Merchandising Math A Angella L. Hoffman The Art Institute of California, San Francisco PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River

More information

ENTERPRISE SYSTEMS FOR MANAGEMENT

ENTERPRISE SYSTEMS FOR MANAGEMENT I I Second Edition ENTERPRISE SYSTEMS FOR MANAGEMENT Luvai F. Motiwalla University of Massachusetts Lowell and Jeff Thompson Oracle Consulting PEARSON Boston Columbus Indianapolis New York San Francisco

More information

Direct Marketing Glossary

Direct Marketing Glossary Direct Marketing Glossary 501(c)(3) charitable organizations An I.R.S. designation for public charities and private foundations. These charities mail at the non-profit rate and contributions to these groups

More information

Business Finance. Theory and Practica. Eddie McLaney PEARSON

Business Finance. Theory and Practica. Eddie McLaney PEARSON Business Finance Theory and Practica Eddie McLaney PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Säo Paulo

More information

The Crossroads of Accounting & IT

The Crossroads of Accounting & IT The Crossroads of Accounting & IT Donna Kay, MBA, PhD, CPA, CITP Maryville University of Saint Louis Ali Ovlia, MS, DM Webster University Pearson Boston Columbus- Indianapolis New York San Francisco Upper

More information

Sixth Edition. Global Edition STRATEGY, FLANNING, AND OPERATION. Sunil Chopra. Kellogg School of Management. Peter Meindl.

Sixth Edition. Global Edition STRATEGY, FLANNING, AND OPERATION. Sunil Chopra. Kellogg School of Management. Peter Meindl. Sixth Edition Global Edition SUPPLY CHAIN MANAGEMENT STRATEGY, FLANNING, AND OPERATION Sunil Chopra Kellogg School of Management Peter Meindl Kepos Capital PEARSON Boston Columbus Indianapolis New York

More information

Introduction to Operations and Supply Chain Management

Introduction to Operations and Supply Chain Management Third Edition Introduction to Operations and Supply Chain Management Cecil C. Bozarth North Carolina State University Robert B. Handfield North Carolina State University Boston Columbus Indianapolis New

More information

Marketing for Hospitality and Tourism

Marketing for Hospitality and Tourism A SIXTH E D I T I O N Marketing for Hospitality and Tourism Philip Kotler John T. Bo wen James C. Makens PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town

More information

Financial Times Prentice Hall is an imprint of

Financial Times Prentice Hall is an imprint of mnr\ Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Madrid Mexico City Amsterdam

More information

Business Analytics. Methods, Models, and Decisions. James R. Evans : University of Cincinnati PEARSON

Business Analytics. Methods, Models, and Decisions. James R. Evans : University of Cincinnati PEARSON Business Analytics Methods, Models, and Decisions James R. Evans : University of Cincinnati PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London

More information

VALUATION The Art and Science of Corporate Investment Decisions

VALUATION The Art and Science of Corporate Investment Decisions VALUATION The Art and Science of Corporate Investment Decisions Second Edition SHERIDAN TITMAN University of Texas at Austin JOHN D. MARTIN Baylor University Prentice Hall Boston Columbus Indianapolis

More information

Industrial Organization

Industrial Organization Industrial Organization Competition, Strategy and Policy Fourth edition John Lipczynski, John O.S. Wilson and John Goddard PEARSON Harlow, England London New York Boston San Francisco Toronto " Sydney

More information

Database Direct Response Marketing Personal Selling

Database Direct Response Marketing Personal Selling 11 Chapter Eleven Database Direct Response Marketing Personal Selling 11-1 11 Selling Words 1400 Words - Copywriting service Business development specialist Generate prospects Collect information Qualify

More information

Winning the Hardware-Software Game

Winning the Hardware-Software Game Winning the Hardware-Software Game Using Game Theory to Optimize the Pace of New Technology Adoption Ruth D. Fisher PRENTICE Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal

More information

Purchasing and Supply Chain Management

Purchasing and Supply Chain Management Eighth Edition Purchasing and Supply Chain Management KENNETH LYSONS MA, MEd, PhD, Dipl.PA, AcDip.Ed., DMS, FCIS, FCIPS, Flnst M, MILT BRIAN FARRINGTON BSc(Econ), MSc, PhD, FCIPS PEARSON Harlow, England

More information

Reading Rhetorically, 4th Edition

Reading Rhetorically, 4th Edition Marquette University e-publications@marquette Books by Marquette University Faculty 2014 Reading Rhetorically, 4th Edition John C. Bean Seattle University Virginia A. Chappell Marquette University, virginia.chappell@marquette.edu

More information

Social Work, Social Welfare, and American Society

Social Work, Social Welfare, and American Society Social Work, Social Welfare, and American Society Philip R. Popple University of Texas at Arlington Leslie Leighninger Arizona State University Allyn & Bacon Boston Columbus Indianapolis New York San Francisco

More information

Strategic Management

Strategic Management Sixth Edition Strategic Management Richard Lynch PEARSON Hariow, England London New York Boston San Francisco * Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipej New Delhi Cape Town Sao Paulo

More information

Sherry J. Roberts PEARSON

Sherry J. Roberts PEARSON 1 Personal Financial I Literacy H MikfJ - f.a-vc H Sherry J. Roberts PEARSON 1 Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich

More information

Global Edition. Eighth Edition. Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY. Greg W. MARSHALL ROLLINS COLLEGE

Global Edition. Eighth Edition. Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY. Greg W. MARSHALL ROLLINS COLLEGE Marketing Real People, Real Choices Global Edition Eighth Edition Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY Greg W. MARSHALL ROLLINS COLLEGE Elnora W. STUART THE UNIVERSITY OF SOUTH CAROLINA UPSTATE

More information

PEARSON TENTH EDITION. Lyn M. Fraser. Aileen Ormiston. International Edition contributions by. Abhik Kumar Mukherjee. St. Xavier's College, Kolkata

PEARSON TENTH EDITION. Lyn M. Fraser. Aileen Ormiston. International Edition contributions by. Abhik Kumar Mukherjee. St. Xavier's College, Kolkata TENTH EDITION Lyn M. Fraser Aileen Ormiston International Edition contributions by Abhik Kumar Mukherjee St. Xavier's College, Kolkata PEARSON Boston Columbus Indianapolis New York San Francisco Upper

More information

Strategic Management and Competitive Advantage

Strategic Management and Competitive Advantage EDITION 3 Strategic Management and Competitive Advantage CONCEPTS AND CASES Jay B. Barney The Ohio State University j William S.Hesterly The University of Utah Prentice Hall Boston Columbus Indianapolis

More information

RFID Field Guide. Deploying Radio Frequency Identification Systems. Manish Bhuptani Shahram Moradpour. Sun Microsystems Press A Prentice Hall Title

RFID Field Guide. Deploying Radio Frequency Identification Systems. Manish Bhuptani Shahram Moradpour. Sun Microsystems Press A Prentice Hall Title RFID Field Guide Deploying Radio Frequency Identification Systems Manish Bhuptani Shahram Moradpour Sun Microsystems Press A Prentice Hall Title PRENTICE HALL PTR Prentice Hall Professional Technical Reference

More information

Management of Electronic and Digital Media

Management of Electronic and Digital Media Management of Electronic and Digital Media Fifth Edition Alan B. Albarran University of North Texas * WADSWORTH t% CENGAGE Learning- Australia Brazil Japan Korea Mexico Singapore Spain United Kingdom United

More information

MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION

MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION Third Edition MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION Carley H. Dodd Abilene Christian University Allyn& Bacon Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

Exploring Public Relations

Exploring Public Relations Exploring Public Relations Second edition Ralph Tench Professor Leeds Metropolitan University LizYeomans Subject Group Leader, Public Relations and Communications Leeds Metropolitan University Prentice

More information

Designing Interactive Systems

Designing Interactive Systems THIRD EDITION Designing Interactive Systems A comprehensive guide to HCl, UX and interaction design David Benyon PEARSON Harlow, England London * New York Boston San Francisco Toronto Sydney * Auckland

More information

A Strategic Approach PEARSON

A Strategic Approach PEARSON Retail Management A Strategic Approach TWELFTH EDITION Hofstra University Hofstra University International Edition contributions by Mohua Banerjee International Management Institute, Kolkata PEARSON Boston

More information

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown.

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown. Enterprise Software Delivery Bringing Agility and Efficiency Global Software Supply Chain to the Alan W. Brown AAddison-Wesley Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto

More information

OPERATIONS MANAGEMENT

OPERATIONS MANAGEMENT OPERATIONS MANAGEMENT Seventh edition Nigel Slack Alistair Brandon-Jones Robert Johnston PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul

More information

QUANTITATIVE METHODS. for Decision Makers. Mik Wisniewski. Fifth Edition. FT Prentice Hall

QUANTITATIVE METHODS. for Decision Makers. Mik Wisniewski. Fifth Edition. FT Prentice Hall Fifth Edition QUANTITATIVE METHODS for Decision Makers Mik Wisniewski Senior Research Fellow, Department of Management Science, University of Strathclyde Business School FT Prentice Hall FINANCIAL TIMES

More information

Kevin, Lane. ft Mairead

Kevin, Lane. ft Mairead Kevin, Lane ft Mairead I 2nd edition PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland -Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Sao Paulo Mexico City

More information

Using Ml. David M. Kroenke PEARSON

Using Ml. David M. Kroenke PEARSON r.j*v.-t #** Using Ml David M. Kroenke PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico

More information

HANDBOOK OF CORPORATE FINANCE

HANDBOOK OF CORPORATE FINANCE HANDBOOK OF CORPORATE FINANCE A business companion to financial markets, decisions & techniques 2nd edition Glen Arnold Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston

More information

MIKE COHN. Software Development Using Scrum. VAddison-Wesley. Upper Saddle River, NJ Boston Indianapolis San Francisco

MIKE COHN. Software Development Using Scrum. VAddison-Wesley. Upper Saddle River, NJ Boston Indianapolis San Francisco Software Development Using Scrum MIKE COHN VAddison-Wesley Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal London Munich Paris Madrid Cape Town Sydney Tokyo Singapore

More information

University of Illinois at Urbana-Champaign

University of Illinois at Urbana-Champaign EIGHTH EDITION GLOBAL EDITION STRATEGIC COMPENS mach Joseph J. Martocchio University of Illinois at Urbana-Champaign PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

CRYPTOGRAPHY AND NETWORK SECURITY

CRYPTOGRAPHY AND NETWORK SECURITY CRYPTOGRAPHY AND NETWORK SECURITY PRINCIPLES AND PRACTICE SIXTH EDITION William Stallings International Edition contributions by Mohit P Tahiliani NITK Surathkal PEARSON Boston Columbus Indianapolis New

More information

Logistics Management and Strategy

Logistics Management and Strategy Logistics Management and Strategy Competing through the supply chain Fourth Edition Alan Harrison Remko van Hoek Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San

More information

Security Metrics. A Beginner's Guide. Caroline Wong. Mc Graw Hill. Singapore Sydney Toronto. Lisbon London Madrid Mexico City Milan New Delhi San Juan

Security Metrics. A Beginner's Guide. Caroline Wong. Mc Graw Hill. Singapore Sydney Toronto. Lisbon London Madrid Mexico City Milan New Delhi San Juan Security Metrics A Beginner's Guide Caroline Wong Mc Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Contents FOREWORD

More information

Macroeconomics. Manfred Gartner. Prentice Hall THIRD EDITION. University of St Gallen, Switzerland. An imprint of Pearson Education

Macroeconomics. Manfred Gartner. Prentice Hall THIRD EDITION. University of St Gallen, Switzerland. An imprint of Pearson Education Macroeconomics THIRD EDITION Manfred Gartner University of St Gallen, Switzerland Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston San Francisco Toronto

More information

SharePoint 2010. Overview, Governance, and Planning. (^Rll^^fc^ i ip?"^biifiis:'iissiipi. Scott Jamison. Susan Hanley Mauro Cardarelli.

SharePoint 2010. Overview, Governance, and Planning. (^Rll^^fc^ i ip?^biifiis:'iissiipi. Scott Jamison. Susan Hanley Mauro Cardarelli. Ec,V$%fMM SharePoint 2010 i ip?"^biifiis:'iissiipi Overview, Governance, (^Rll^^fc^ and Planning Ipft^'" Scott Jamison Susan Hanley Mauro Cardarelli Upper Saddle River, NJ Boston Indianapolis San Francisco

More information

Computer Organization

Computer Organization Computer Organization and Architecture Designing for Performance Ninth Edition William Stallings International Edition contributions by R. Mohan National Institute of Technology, Tiruchirappalli PEARSON

More information

Introduction to Statistics with SPSS for Social Science

Introduction to Statistics with SPSS for Social Science New Introduction to Statistics with SPSS for Social Science Gareth Norris Faiza Qureshi Dennis Howitt Duncan Cramer Aberystwyth University City University London University of Loughborough University of

More information

The ReMark Proposition....at a glance. Maximum Value Creation

The ReMark Proposition....at a glance. Maximum Value Creation The ReMark Proposition...at a glance Our proposition at a glance Vision For Our Relationship ReMark seeks opportunities to partner with financial institutions to build discrete Alternative Distribution

More information

MULTINATIONAL BUSINESS FINANCE

MULTINATIONAL BUSINESS FINANCE GLOBAL EDITION MULTINATIONAL BUSINESS FINANCE 12TH EDITION David K. Arthur I. Michael H. EITEMAN STONEHILL MOFFETT University of California, Oregon State University Thunderbird School Los Angeles and the

More information

ECONOMICS AND THE BUSINESS ENVIRONMENT

ECONOMICS AND THE BUSINESS ENVIRONMENT ECONOMICS AND THE BUSINESS ENVIRONMENT Third edition John Sloman and Elizabeth Jones Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney Tokyo

More information

David Jobber University of Bradford

David Jobber University of Bradford 8th edition David Jobber University of Bradford Geoffrey Lancaster London School of Commerce Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston San Francisco

More information

Building. Applications. in the Cloud. Concepts, Patterns, and Projects. AAddison-Wesley. Christopher M. Mo^ar. Cape Town Sydney.

Building. Applications. in the Cloud. Concepts, Patterns, and Projects. AAddison-Wesley. Christopher M. Mo^ar. Cape Town Sydney. Building Applications in the Cloud Concepts, Patterns, and Projects Christopher M. Mo^ar Upper Saddle River, NJ Boston AAddison-Wesley New York 'Toronto Montreal London Munich Indianapolis San Francisco

More information

MULTIVARIATE DATA ANALYSIS i.-*.'.. ' -4

MULTIVARIATE DATA ANALYSIS i.-*.'.. ' -4 SEVENTH EDITION MULTIVARIATE DATA ANALYSIS i.-*.'.. ' -4 A Global Perspective Joseph F. Hair, Jr. Kennesaw State University William C. Black Louisiana State University Barry J. Babin University of Southern

More information

Achieving Export Sales Growth

Achieving Export Sales Growth Achieving Export Sales Growth How Enterprise Ireland and its overseas network works with Irish exporting companies Angela Byrne Marketing & Sales Strategy Adviser Enterprise Ireland Finance 4 Growth Workshop

More information

Michael R. Solomon Contributing Editor i. Mary Anne Poatsy. Kerflall Martin. j*.. ; c

Michael R. Solomon Contributing Editor i. Mary Anne Poatsy. Kerflall Martin. j*.. ; c Better Business Michael R. Solomon Contributing Editor i. Mary Anne Poatsy Kerflall Martin j*.. ; c **-4* tjfr&mk Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid

More information

International Investments

International Investments 2008 AGI-Information Management Consultants May be used for personal purporses only or by libraries associated to dandelon.com network. International Investments Bruno Solnik H.E.C. SCHOOL of MANAGEMENT

More information

Fourth Edition. Steve Mariotti Caroline Glackin

Fourth Edition. Steve Mariotti Caroline Glackin ENTREPRENEURSHIP STARTING & OPERATING A SMALL BUSINESS Fourth Edition Steve Mariotti Caroline Glackin PEARSON Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid

More information

SYLLABUS - DIRECT MARKETING AND SALES PROMOTION (10 Credits)

SYLLABUS - DIRECT MARKETING AND SALES PROMOTION (10 Credits) SYLLABUS - DIRECT MARKETING AND SALES PROMOTION (10 Credits) This unit aims to provide candidates with an understanding of the disciplines and techniques of direct marketing and sales promotion at an operational

More information

the combination of varying methods and strategies to get your into the minds and hands of prospective buyers. Marketing is

the combination of varying methods and strategies to get your into the minds and hands of prospective buyers. Marketing is Marketing for Growth Wayne Brass Art Mahoney Bill McKown Heather Bender the combination of varying methods and strategies to get your product or service into the minds and hands of prospective buyers.

More information

C ONTENTS. Acknowledgments

C ONTENTS. Acknowledgments kincaidtoc.fm Page vii Friday, September 20, 2002 1:25 PM C ONTENTS Preface Acknowledgments xxi xxvii Part 1 CRM: Is It Right for Your Company? 1 Chapter 1 Commerce in the 21st Century 3 1.1 Understanding

More information

DEVELOPING AND UTILIZING ELECTRONIC MEDIA

DEVELOPING AND UTILIZING ELECTRONIC MEDIA 1 CHAPTER 7-2/E DEVELOPING AND UTILIZING ELECTRONIC MEDIA Summary In summary, the term electronic media encompasses television, radio and telephone. Television and radio are commonly referred to as broadcast

More information

Contents. Assessing Social Media Security. Chapter! The Social Media Security Process 3

Contents. Assessing Social Media Security. Chapter! The Social Media Security Process 3 Securing the Clicks: Network Security in the Age of Social Media Gary Bahadur Jason I nasi Alex de Carvalho Mc ssr New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan

More information

The definitive companion to investment and the financial markets

The definitive companion to investment and the financial markets The definitive companion to investment and the financial markets Second edition Glen Arnold Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney

More information

Marketing Communications

Marketing Communications Berkeley College Overview Academic Programs Marketing Communications MKT220 Principles of Marketing Admissions and Finances Administration, Faculty, and Staff Provides an introduction to the fundamental

More information

Lean-Agile Software. Development. Achieving Enterprise Agility. Guy Beaver. AAddis on-wesley. Alan Shalloway. James R.Trott

Lean-Agile Software. Development. Achieving Enterprise Agility. Guy Beaver. AAddis on-wesley. Alan Shalloway. James R.Trott Lean-Agile Software Development Achieving Enterprise Agility Alan Shalloway Guy Beaver James RTrott AAddis on-wesley Upper Saddle River NJ Boston Indianapolis» San Francisco New York Toronto Montreal London

More information

Indian E-Retail Congress 2013

Indian E-Retail Congress 2013 The Retail Track The Omni Channel Retail Supply Chain Indian E-Retail Congress 2013 Subhendu Roy Principal Consumer Industries and Retail Practice 15 February, 2013 Disclaimer This document is exclusively

More information

ENGINEERING PROBLEM SOLVING WITH C++

ENGINEERING PROBLEM SOLVING WITH C++ ENGINEERING PROBLEM SOLVING WITH C++ Third Edition Delores M. Etter Electrical Engineering Department Southern Methodist University, Dallas, TX Jeanine A. Ingber Accurate Solutions in Applied Physics,

More information

AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Academic Press is an imprint of Elsevier

AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Academic Press is an imprint of Elsevier Emerging Market Bank Lending and Credit Risk Control Evolving Strategies to Mitigate Credit Risk, Optimize Lending Portfolios, and Check Delinquent Loans Leo Onyiriuba ELSEVIER AMSTERDAM BOSTON HEIDELBERG

More information

BUSINESS-TO-BUSINESS MARKETING 2016-2017

BUSINESS-TO-BUSINESS MARKETING 2016-2017 BUSINESS-TO-BUSINESS MARKETING 2016-2017 September 2015 335 pages ISBN# 9781577832300 Published by Richard K. Miller & Associates (RKMA) PART I: MARKET OVERVIEW 1 BUSINESS-TO-BUSINESS MARKETING 1.1 B2B

More information

MINT TWELFTH EDITION PEARSON

MINT TWELFTH EDITION PEARSON o o MINT TWELFTH EDITION PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao

More information

NEW ZEALAND FINANCIAL ACCOUNTING

NEW ZEALAND FINANCIAL ACCOUNTING J Q OOO####I i ' WWc #OOO####CI # «0O O0OQi###t i oi oo ###0 # i CRAIG DEEGAN / GRANT SAMKIN RMIT University University of Waikato NEW ZEALAND FINANCIAL ACCOUNTING The McGraw-Hill Companieii Sydney New

More information