Service Operations Management

Size: px
Start display at page:

Download "Service Operations Management"

Transcription

1 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 San Francisco Toronto Sydney Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Madrid Mexico City Amsterdam Munich Paris Milan

2 Preface Acknowledgements Publisher's acknowledgements About the authors i - xi xiv xv xvii Parti Introduction 1: 1 Introduction to service operations management Introduction What is service operations management? Challenges facing service operations managers Different types of service Different types of service process Judging the success of a service operation Structure of the book Summary Discussion questions Questions for managers 35 Case exercise: Sky Airways 35 Selected further reading 37 Useful web links 37 Notes 38 2 The service concept Introduction The service concept " The service concept defined The service concept as a strategic tool Focused and unfocused service operations Summary Discussion questions Questions for managers 66 Case exercise: Build-It home improvement stores, Sweden 67 Selected further reading 68 Useful web links 68 Notes 69

3 Part 2 Customer and supplier relationships Customer and supplier relationships 3.1 Introduction 3.2 Customers and customer segmentation 3.3 Customer retention 3.4 Managing customer relationships 3.5 Managing business relationships 3.6 Summary 3.7 Discussion questions 3.8 Questions for managers Case exercise: The National Brewery Selected further reading Useful web links Notes Customer expectations and satisfaction 4.1 Introduction 4.2 Customer expectations 4.3 Defining expectations - service quality factors 4.4 Finding expectations and assessing satisfaction 4.5 Managing perceptions 4.6 Excellent service 4.7 Summary 4.8 Discussion questions 4.9 Questions for managers Case exercise: The North County Breast Screening Unit Selected further reading Useful web links Notes Managing supply relationships 5.1 Introduction 5.2 Types of supply network 5.3 Managing supply chains 5.4 Summary 5.5 Discussion questions 5.6 Questions for managers Case exercise: The Regional Forensic Science Laboratory Selected further reading Useful web links Notes VI

4 Part 3 Service delivery 179 j Service processes Introduction Service processes and their importance Understanding the nature of service processes 'Engineering' service processes and the customer experience Controlling service processes Repositioning service processes Summary Discussion questions Questions for managers 231 Case exercise: Computer Services Limited (CSL) 232 Selected further reading 233 Useful web links 234 Notes 234 Service people Introduction Understanding the pressure on service providers Managing and motivating service providers Managing customers Summary Discussion questions Questions for managers 269 Case exercise: The Empress Hotel Group 270 Selected further reading, 271 Useful web links 272 Notes 272 Resource utilisation Introduction Capacity management Operations planning and control Managing bottlenecks and queues Managing the coping zone Improving resource utilisation Summary Discussion questions Questions for managers 307 Case exercise: Medi-Call Personal Alarm Systems Ltd 307 Selected further reading 308 Useful web links 309 Notes 309 VII

5 Networks, technology and information Introduction How networks, technology and information are transforming service Managing physical and virtual networks Managing technology and information flows Integrating networks, technology and information Implementing new technology and managing innovation Summary Discussion questions Questions for managers 351 Case exercise: The North Island Hospital ' 351 Selected further reading 353 Useful web links 353 Notes 353 Part 4 Performance management 355 j 10 Performance measurement and management Introduction Performance measurement, reporting and management Performance measurement Performance reporting Performance management Summary Discussion questions Questions for managers 381 Case exercise: The Squire Hotel Group 381 Selected further reading 383 Useful web links 384 Notes ^ Linking operations decisions to business performance Introduction Relationship between operational decisions and business performance The service performance network Key stages in developing a network World-class service Awards for excellence Summary Discussion questions Questions for managers 409 Case exercise: Superstore Pic 409 VIII

6 Selected further reading 412 Useful web links 412 Notes Driving operational improvement Introduction Approaches to operational improvement Service recovery Service guarantees Summary Discussion questions Questions for managers 450 Case exercise: Gold Card Protection Service 450 Selected further reading 453 Useful web links 453 Notes 454 Part 5 Managing strategic change Service strategy Introduction Service strategy Service as competitive advantage Turning performance objectives into operations priorities Strategy formulation and development Sustaining a strategy Summary Discussion questions Questions for managers. 477 Case exercise: Smith and Jones, solicitors 477 Selected further reading 479 Useful web links 480 Notes Service culture Introduction Understanding organisational culture Identifying types of culture The influence of national cultures The management of change and service delivery Summary Discussion questions Questions for managers 506 Case exercise: Security Alarm Systems Ltd 507 Selected further reading 509 ix

7 Useful web links 510 Notes Operational complexity Introduction What is complexity? Operational consequences of complexity Summary Discussion questions Questions for managers 520 Selected further reading 520 Useful web links 521 Notes it 521 Index 522

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

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

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

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

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

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

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

OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact

OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact Second Edition Nigel Slack Stuart Chambers Robert Johnston Alan Betts FT Prentice Hall FINANCIAL TIMES An imprint of Pearson

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Customer Relationship Management

Customer Relationship Management Customer Relationship Management Concepts and Technologies Second edition Francis Buttle xlloillvlcjx. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

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

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

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

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

Meaning in Interaction: an Introduction to Pragmatics

Meaning in Interaction: an Introduction to Pragmatics Meaning in Interaction: an Introduction to Pragmatics Jenny Thomas An imprint of Pearson Education Harlow, England London New York Reading, Massachusetts San Francisco Toronto Don Mills, Ontario Sydney

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

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

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

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

CONTEMPORARY HUMAN RESOURCE MANAGEMENT

CONTEMPORARY HUMAN RESOURCE MANAGEMENT Third Edition CONTEMPORARY HUMAN RESOURCE MANAGEMENT Text and Cases Tom Redman Adrian Wilkinson F T Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston

More information

Compensating the Sales Force

Compensating the Sales Force Compensating the Sales Force A Practical Guide to Designing Winning Sales Reward Programs Second Edition David J. Cichelli Me Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan

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

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

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

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

Manfred Gartner. University of St Gallen, Switzerland. An imprint of Pearson Education

Manfred Gartner. University of St Gallen, Switzerland. An imprint of Pearson Education Manfred Gartner University of St Gallen, Switzerland An imprint of Pearson Education Harlow, England London New York Reading, Massachusetts San Francisco Toronto Don Mills, Ontario Sydney Tokyo Singapore

More information

CONTEMPORARY DIRECT & INTERACTIVE MARKETING

CONTEMPORARY DIRECT & INTERACTIVE MARKETING 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

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

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

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

Natural Resource and Environmental Economics

Natural Resource and Environmental Economics Natural Resource and Environmental Economics Third Edition Roger Perman YueMa James McGilvray Michael Common PEARSON Addison Wesley Harlow, England London New York Boston San Francisco Toronto Sydney Tokyo

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

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

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

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

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i.

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i. New York, NY, USA: Basic Books, 2013. p i. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=2 New York, NY, USA: Basic Books, 2013. p ii. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=3 New

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

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

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

Cyber Attacks. Protecting National Infrastructure Student Edition. Edward G. Amoroso

Cyber Attacks. Protecting National Infrastructure Student Edition. Edward G. Amoroso Cyber Attacks Protecting National Infrastructure Student Edition Edward G. Amoroso ELSEVIER. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Butterworth-Heinemann

More information

Supply Chain Strategies

Supply Chain Strategies Supply Chain Strategies Customer-driven and customer-focused Tony Hines ELSEVIER BUTTERWORTH HEINEMANN AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

More information

ESSENTIALS OF ORGANISATIONAL BEHAVIOUR

ESSENTIALS OF ORGANISATIONAL BEHAVIOUR A ESSENTIALS OF ORGANISATIONAL BEHAVIOUR THIRD EDITION LAURIE J. MULLINS Financial Times Prentice Hall is an imprint of PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Tokyo

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

Counseling the Alcohol and Drug Dependent Client

Counseling the Alcohol and Drug Dependent Client Instructor s Manual and Test Items for Counseling the Alcohol and Drug Dependent Client Robert J. Craig West Side VA Medical Center, Chicago And Illinois School of Professional Psychology Boston New York

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

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

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

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

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

Configuration. Management for. Senior Managers. Essential Product Configuration. and Lifecycle Management

Configuration. Management for. Senior Managers. Essential Product Configuration. and Lifecycle Management Configuration Management for Senior Managers Essential Product Configuration and Lifecycle Management for Manufacturing Frank B. Watts ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS

More information

01/ 02/ 03/ 04/ 05/ Beyond borders Deloitte Discovery April 23 rd 2015 Cyprus 1 Going beyond borders to move our clients ahead Deloitte Discovery Services - Deloitte Legal 2 The Deloitte

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

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 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

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

Manager's Guide to Performance Management

Manager's Guide to Performance Management A Ok Briefcase Book Manager's Guide to Performance Management Second Edition Robert Bacal Me Grain/ Hill McGraw-Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San

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

Manager's Guide to Crisis Management

Manager's Guide to Crisis Management A Briefcase Book Manager's Guide to Crisis Management Jonathan Bernstein with Bruce Bonafede Me Graw Hill McGraw-Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San

More information

REQUIREMENTS ANALYSIS AND SYSTEM DESIGN

REQUIREMENTS ANALYSIS AND SYSTEM DESIGN REQUIREMENTS ANALYSIS AND SYSTEM DESIGN third edition LESZEKA. MACIASZEK ADDISON-WESLEY An imprint of Pearson Education Harlow, England London New York Boston San Francisco Toronto Sydney Singapore Hong

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

Building and Managing

Building and Managing ORACLE Oracle Press' Building and Managing a Cloud Using Oracle Enterprise Manager 12c Madhup Gulati Adeesh Fulay Sudip Datta Mc Graw Hill Education New York Chicago San Francisco Lisbon London Madrid

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

Global Real Estate Outlook

Global Real Estate Outlook Global Real Estate Outlook August 2014 The Hierarchy of Economic Performance, 2014-2015 China Indonesia India Poland South Korea Turkey Australia Mexico United Kingdom Sweden United States Canada South

More information

Managing Supply Chain

Managing Supply Chain Managing Supply Chain and OPERATIONS AN INTEGRATIVE APPROACH S. Thomas Foster ' 1 Donald L. StaheLi Professor and Department Chair of Marketing and Gtobäl Süppt/Chärft kl JJ. c L. i r kl.. * fv*p«u # Marriott

More information

Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico

Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico Suggestions air transportation to Guadalajara, Mexico Below are some suggested connections that can be taken from different countries

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

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

The x86 PC: Assembly Language, Design, and Interfacing 5 th Edition

The x86 PC: Assembly Language, Design, and Interfacing 5 th Edition Online Instructor s Manual to accompany The x86 PC: Assembly Language, Design, and Interfacing 5 th Edition Muhammad Ali Mazidi Janice Gillispie Mazidi Danny Causey Prentice Hall Boston Columbus Indianapolis

More information

Prescription for cutting costs

Prescription for cutting costs Prescription for cutting costs By Fred Reichheld Loyal relationships In the current downturn, many companies are tightening belts. But too many are missing their biggest opportunity to keep costs down:

More information

Implementation & Administration

Implementation & Administration Microsoft SQL Server 2008 R2 Master Data Services: Implementation & Administration Tyler Graham Suzanne Selhorn Mc Grauu Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi

More information

HAROLD CAMPING i ii iii iv v vi vii viii ix x xi xii 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52

More information

Univariate and Multivariate Methods PEARSON. Addison Wesley

Univariate and Multivariate Methods PEARSON. Addison Wesley Time Series Analysis Univariate and Multivariate Methods SECOND EDITION William W. S. Wei Department of Statistics The Fox School of Business and Management Temple University PEARSON Addison Wesley Boston

More information

Coaching Executives: Building Emotional Intelligence

Coaching Executives: Building Emotional Intelligence IMPACT STORY Coaching Executives: Building Emotional Intelligence How a Global Airline Developed Emotionally Intelligent Leaders via an Integrated Coaching Solution The Challenge The Columbia Leadership

More information

Creating Value from Mergers and Acquisitions

Creating Value from Mergers and Acquisitions '2ncT edition Creating Value from Mergers and Acquisitions The Challenges Sudi Sudarsanam Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney

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

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

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

Enterprise. ESXi in the. VMware ESX and. Planning Deployment of. Virtualization Servers. Edward L. Haletky

Enterprise. ESXi in the. VMware ESX and. Planning Deployment of. Virtualization Servers. Edward L. Haletky VMware ESX and ESXi in the Enterprise Planning Deployment of Virtualization Servers Edward L. Haletky PRENTICE HALL Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal London

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

Fifth Edition. Steven Husted University of Pittsburgh. Michael Melvin Arizona State University

Fifth Edition. Steven Husted University of Pittsburgh. Michael Melvin Arizona State University Fifth Edition Steven Husted University of Pittsburgh Michael Melvin Arizona State University Boston San Francisco New York London Toronto Sydney Tokyo Singapore Madrid Mexico City Munich Paris Cape Town

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

Big Data Analytics From Strategie Planning to Enterprise Integration with Tools, Techniques, NoSQL, and Graph

Big Data Analytics From Strategie Planning to Enterprise Integration with Tools, Techniques, NoSQL, and Graph Big Data Analytics From Strategie Planning to Enterprise Integration with Tools, Techniques, NoSQL, and Graph David Loshin ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN

More information

Computer Security. Introduction to. Michael T. Goodrich Department of Computer Science University of California, Irvine. Roberto Tamassia PEARSON

Computer Security. Introduction to. Michael T. Goodrich Department of Computer Science University of California, Irvine. Roberto Tamassia PEARSON Introduction to Computer Security International Edition Michael T. Goodrich Department of Computer Science University of California, Irvine Roberto Tamassia Department of Computer Science Brown University

More information

VISUALIZING DATA POWER VIEW. with MICROSOFT. Brian Larson. Mark Davis Dan English Paui Purington. Mc Grauu. Sydney Toronto

VISUALIZING DATA POWER VIEW. with MICROSOFT. Brian Larson. Mark Davis Dan English Paui Purington. Mc Grauu. Sydney Toronto VISUALIZING DATA with MICROSOFT POWER VIEW Brian Larson Mark Davis Dan English Paui Purington Mc Grauu New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore

More information

Accounting. and Finance. An Introduction. Eddie McLaney. and. Peter Atrill

Accounting. and Finance. An Introduction. Eddie McLaney. and. Peter Atrill Accounting and Finance An Introduction Eddie McLaney and Peter Atrill PEARSON Marlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong» Tokyo Seoul Taipei New Delhi

More information

Understanding the Pros and Cons of Combination Networks 7. Acknowledgments Introduction. Establishing the Numbers of Clients and Servers 4

Understanding the Pros and Cons of Combination Networks 7. Acknowledgments Introduction. Establishing the Numbers of Clients and Servers 4 Mac OS X System Administration GUY HART-DAVIS Mc Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Acknowledgments Introduction,

More information