All Summaries
All Summaries
In Service Innovation, innovation strategist Lance A. Bettencourt shows marketers what they need to do to ensure that customers’ service needs are met. Based on the author’s nearly 20 years of...
Over the past few years, China has transformed itself into a powerful, consumer-oriented culture, and many Western companies have flocked to China to take advantage of this new marketplace. However, entrepreneurs from...
For more than two decades, James Kouzes and Barry Posner have studied leaders and behaviors that lead to achieving extraordinary results. They discovered that one of the most important leadership practices is...
Once considered a consulting niche employed only by sports teams, coaching has evolved into one of the fastest-growing professions in the world. In Co-Active Coaching, Laura Whitworth, Karen Kimsey-...
In Managing the Mobile Workforce by David Clemons and Michael Kroth, mobile workers are defined as those who are not physically located within a centralized building or who move between work locations...
Upstarts! by Donna Fenn describes a generation uniquely primed for entrepreneurship due to its native familiarity with digital media, its creativity, and the family and educational cultures which have...
The world of training has changed dramatically in recent years, thanks to the introduction of new technologies such as wireless Internet access, streaming media, and others. As a result, traditional training models...
Recent years have seen a surge of interest in reforming the organization and delivery of health systems in developed countries, including the United States. While health economists recognize the need for government...
Manufacturing has been the backbone of corporate America for many years, but some quintessential companies have let their manufacturing prowess lapse. With emerging markets, changing work forces, and accelerating...
In an increasingly global business world, customer service organizations are faced with more and more diversity among customers and employees. Treating customers as a homogeneous group is certain to lead to service...
