Sarah Cook – författare
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70 produkter
70 produkter
E-bok
PDF, Engelska, 20001 367 kr
Läs direkt efter köp
This wide-ranging collection addresses many important issues in China''s economy under transition, from grain production to trade, to the development of township enterprises, the restructuring of state-owned enterprises, the emergence of big business, money demand and consumption behaviour. Together, the studies provide insightful analysis and discussion of economic policies, illuminating the institutional context within which reform strategies are negotiated and implemented in different economic sectors.
Häftad, Engelska, 2015
385 kr
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Inbunden, Engelska, 2000
1 119 kr
Skickas inom 10-15 vardagar
This wide-ranging collection addresses many important issues in China's economy under transition, from grain production to trade, to the development of township enterprises, the restructuring of state-owned enterprises, the emergence of big business, money demand and consumption behaviour. Together, the studies provide insightful analysis and discussion of economic policies, illuminating the institutional context within which reform strategies are negotiated and implemented in different economic sectors.
Inbunden, Engelska, 2000
1 788 kr
Skickas inom 10-15 vardagar
This wide-ranging collection addresses many important issues in China's economy under transition, from grain production to trade, to the development of township enterprises, the restructuring of state-owned enterprises, the emergence of big business, money demand and consumption behaviour. Together, the studies provide insightful analysis and discussion of economic policies, illuminating the institutional context within which reform strategies are negotiated and implemented in different economic sectors.
Inbunden, Engelska, 2010
2 183 kr
Skickas inom 10-15 vardagar
The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be ‘rescued’ from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.
Inbunden, Engelska, 2004
2 248 kr
Skickas inom 10-15 vardagar
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Inbunden, Engelska, 1999
2 043 kr
Skickas inom 10-15 vardagar
Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.
Häftad, Engelska, 1999
779 kr
Skickas inom 10-15 vardagar
Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.
Häftad, Engelska, 2003
860 kr
Skickas inom 10-15 vardagar
This volume adopts a multidisciplinary and comparative approach to development that brings together issues that are characteristic of the lifelong scholarship of Professor Gordon White. These include a focus on the state, civil society, welfare and globalization.
Häftad, Engelska, 2008
498 kr
Skickas inom 5-8 vardagar
The Essential Guide to Employee Engagement explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success. Recognizing that engaged employees are more productive, engender greater customer satisfaction and loyalty, and can help to promote your company's brand, the book gives you the necessary tools to make this happen. The author draws on a wide range of international case studies and examples, which demonstrate how an actively-engaged workforce can help your organization to flourish. You are shown how to measure the level of your employees' engagement and provided with a strategy to apply to help increase active staff participation.
E-bok
Engelska, 2008571 kr
Läs direkt efter köp
The Essential Guide to Employee Engagement explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success. Recognizing that engaged employees are more productive, engender greater customer satisfaction and loyalty, and can help to promote your company''s brand, the book gives you the necessary tools to make this happen. The author draws on a wide range of international case studies and examples, which demonstrate how an actively-engaged workforce can help your organization to flourish. You are shown how to measure the level of your employees'' engagement and provided with a strategy to apply to help increase active staff participation.
Häftad, Engelska, 2010
498 kr
Skickas inom 5-8 vardagar
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers.This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
E-bok
Engelska, 2010551 kr
Läs direkt efter köp
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company''s touch points can ensure successful results and satisfied customers.This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Häftad, Engelska, 2012
555 kr
Skickas inom 5-8 vardagar
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
E-bok
Engelska, 2012629 kr
Läs direkt efter köp
Across the global economy, customers'' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Häftad, Engelska, 2016
171 kr
Skickas inom 5-8 vardagar
Häftad, Engelska, 2011
105 kr
Skickas inom 5-8 vardagar
E-bok
PDF, Engelska, 2013952 kr
Läs direkt efter köp
Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.
E-bok
Engelska, 2013952 kr
Läs direkt efter köp
Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.
E-bok
Engelska, 2016891 kr
Läs direkt efter köp
The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be ‘rescued’ from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.
E-bok
PDF, Engelska, 2016891 kr
Läs direkt efter köp
The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be ‘rescued’ from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.
Häftad, Engelska, 2017
860 kr
Skickas inom 10-15 vardagar
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Häftad, Engelska, 2016
751 kr
Skickas inom 10-15 vardagar
The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be ‘rescued’ from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.
E-bok
Engelska, 2016693 kr
Läs direkt efter köp
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member’s motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic. Each chapter contains a variety of case study examples from businesses in UK and Europe, Asia Pacific, US and BRIC countries. These include service organisations in the financial sector, manufacturing, hospitality, transport, healthcare, public and third sectors.
E-bok
PDF, Engelska, 2016693 kr
Läs direkt efter köp
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member’s motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic. Each chapter contains a variety of case study examples from businesses in UK and Europe, Asia Pacific, US and BRIC countries. These include service organisations in the financial sector, manufacturing, hospitality, transport, healthcare, public and third sectors.
E-bok
Engelska, 20171 022 kr
Läs direkt efter köp
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers'' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook''s down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation''s service effectiveness straight away.
E-bok
PDF, Engelska, 20171 022 kr
Läs direkt efter köp
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers'' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook''s down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation''s service effectiveness straight away.
Inbunden, Engelska, 2015
585 kr
Skickas inom 10-15 vardagar
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member’s motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic. Each chapter contains a variety of case study examples from businesses in UK and Europe, Asia Pacific, US and BRIC countries. These include service organisations in the financial sector, manufacturing, hospitality, transport, healthcare, public and third sectors.
Ljudbok
Engelska, 2018592 kr
Lyssna direkt efter köp
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet—and even to exceed—these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.
In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company’s touch points can ensure successful results and satisfied customers.
This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Häftad, Engelska, 2023
176 kr
Skickas inom 5-8 vardagar