This pioneering eight-book series offers automotive repair shop owners and those wanting to be shop owners the necessary business and customer service skills to run a successful automotive service fac
Designed to prepare readers for a successful career as an automotive service consultant, THE SERVICE CONSULTANT: PRINCIPLES OF SERVICE MANAGEMENT AND OWNERSHIP, Second Edition teaches readers how to m
Today's Health Information Management reflects the recent trends and developments in technology, law, and organizational management that have changed the HIM profession. This book guides the health in
Service Science is the study of co-creative systems. The ever-broadening interest in Service Innovation pursues the effective and efficient design and management of co-creative systems, which can be a
Become an effective case manager with GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, 4th Edition. Realistic and relevant, this counseling book provides you with the fundamental skills
Succeed in your career in the dynamic field of commercial truck engine service with this latest edition of the most comprehensive guide to highway diesel engines and their management systems available
This is intended as a companion to Generalist Case Management: A Method of Human Service Delivery (2005), written by the same authors (both of the U. of Tennessee), which introduces the fundamentals o
This text offers students–pre-service teachers–strategies and skills for classroom management that will empower both the children they will teach and themselves. Nakamura offers a practical, yet novel
All the world’s most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and emp
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill req
Information technology and the discipline of service science have changed the way we think about, develop and deliver service and services. This book will introduce a novel concept, service mining, to
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable suc
The fifth edition of Delmar?s Automotive Service Excellence (ASE) Test Preparation Manual for the C1 SERVICE CONSULTANT certification exam contains an abundance of content designed to help you succes
The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill requ
ELECTRICAL STUDIES FOR TRADES, 4th EDITION is ideal for current and future service technicians in fields such as air conditioning and refrigeration, construction, and facilities management who requir
More and more, students, instructors, and institutions are seeing how service learning--a means of combining community service with academic education--enhances the studies, careers, and overall lives
Business 2000: Customer Service is a new way to introduce customer service skills. With information on the importance of customer service, understanding and satisfying the customer's needs, and ways t
This book provides a collaborative approach to service design, integrating three service design dimensions to facilitate and guide multidisciplinary teams in this endeavor. These dimensions are servic
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are
This book presents the topic of revenue management from a managerial accounting and financial management perspective. Its audience includes finance and accounting executives and managers, CPAs and con
Prepare for success in management today with this brief, inviting approach from leading management author Ricky Griffin. FUNDAMENTALS OF MANAGEMENT, 8E combines a streamlined approach with a strong th
RECORDS MANAGEMENT, Tenth Edition, provides a comprehensive introduction to the complex field of records management. The text features sound principles of records and information management that inclu
Prepare for management success with this engaging survey of modern management practice. UNDERSTANDING MANAGEMENT, 9E seamlessly integrates classic management principles with today's latest management
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are
This book applies the concepts of Lean Six Sigma to the service industry. These concepts were developed in the manufacturing industry and have not been widely applied in the service space. The book us
Make today's management theories and applications meaningful, memorable, and engaging with MANAGEMENT. Master storyteller, award-winning educator, and accomplished author Chuck Williams uses a captiva
Introduce your students to strategic management with the market-leading text that has set the standard for the most intellectually rich, yet thoroughly practical, analysis of strategic management conc
Prepare students for management success with this engaging survey of modern management practice. UNDERSTANDING MANAGEMENT, 8E seamlessly integrates classic management principles with today's latest ma
The Lab Manual to accompany Automotive Service, 4e allows students to put their knowledge of automotive systems to work. Activity sheets reinforce theory learned in the core text through parts identif
Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This
With its three-pronged approach of concepts, applications, and skill development, MANAGEMENT FUNDAMENTALS: CONCEPTS, APPLICATIONS, SKILL DEVELOPMENT gives you a solid foundation of management concepts
MATH PRINCIPLES FOR FOOD SERVICE OCCUPATIONS, 6E stresses the direct relevance of math skills in the food service industry while teaching the basic math principles that affect everything from basic re
RECORDS MANAGEMENT, 9e is a comprehensive introduction to the complex field of records management. Alphabetic filing rules are included, along with methods of storing and retrieving alphabetic, subjec
Strategic Marketing Management: A process based approach integrates Marketing with other aspects of Management such as strategy, organisational theory, strategic financial management and management a
MODERN FOOD SERVICE PURCHASING is designed specifically to provide culinary arts professionals with current, in-depth coverage of the essential concepts of purchasing, storeroom operations, and finan
10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied,
A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills requi
本書內容包含PART 1: THE MANAGEMENT CHALLENGE.1: Managers and Entrepreneurs. 2: The Evolution of Management Thought. 3: The Changing Environment of Management: Diversity, Global Economy, and Technology. 4: I
Written for the typical business professional, Lean Six Sigma Service Excellence effectively translates the concepts of Lean Six Sigma from a manufacturing environment to a service delivery environme
MindTap Management for Mello's Strategic Human Resource Management, 5th Edition is the digital learning solution that powers students from memorization to mastery. It gives you complete control of you
