WS PROFESSIONAL

Provides a comprehensive understanding of Singapore's past development and future success as a global financial centre. It focuses on three transformational processes that have determined the...

This book aims to present an overview of Chinese, Japanese and Korean modern management styles. The cultures of China, Japan and Korea are influenced by Confucianism, Daoism and Buddhism. As such,...

This book aims to present an overview of Chinese, Japanese and Korean modern management styles. The cultures of China, Japan and Korea are influenced by Confucianism, Daoism and Buddhism. As such,...

Preface -- Introduction -- Fluctuations in demand threaten profitability -- Defining productive service capacity -- Understand patterns of demand -- Inventory demand through waiting lines and queuing...

Following the 2008 Financial Crisis, news broke that big banks in the US were collecting hundreds of billions of dollars from non-profit parties. These enormous sums represented annual settlement and...

Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer...

Cities of Love aims to urge, persuade and provoke fellow residents of our earth to collectively shape the cities we live in. To achieve this, her residents must again uncover the reasons to love and...

Preface -- Introduction -- Service environments - an important element of the service marketing mix -- What is the purpose of service environments? -- The theory behind consumer responses to service...

Preface -- Introduction -- Customer complaining behavior -- Customer responses to effective service recovery -- Principles of effective service recovery systems -- Service guarantees -- Discouraging...

Preface -- Introduction -- What is a service process? -- Designing and documenting service processes -- Service process redesign -- Customer participation in service processes -- Self-service...

All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of...

Modern civilization faces a broad spectrum of daunting problems, but rational solutions are available for them all. This book explores the following issues: (1) Threats to the environment and climate...

Disaster strikes, transforming cities and towns into graveyards and wastelands in a matter of minutes. But help is on its way: news channels and social media relay the information to all corners of...

Disaster strikes, transforming cities and towns into graveyards and wastelands in a matter of minutes. But help is on its way: news channels and social media relay the information to all corners of...

This book takes the reader through the eventful life journey of one of Singapore's best known economists and educators, Professor Lim Chong Yah. Born in Malacca, the author planted tapioca to feed...

Preface -- Introduction -- The search for customer loyalty -- The wheel of loyalty -- Building a foundation for loyalty -- Strategies for developing loyalty bonds with customers -- Strategies for...

Preface -- Introduction -- Service employees are extremely important -- Frontline work is difficult and stressful -- Cycles of failure, mediocrity and success -- Human resource management : how to...

What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard...

Pioneers -- Succession -- East goes west -- Growing local brands -- Tech upstarts -- Crisis management -- Leader as communicator -- PhilanthropyAuthor: Karen LamPublisher: Ws ProfessionalPublication...

Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing...

This 5th edition covers the latest practices and processes of various alternative methods for the construction of tall buildings from foundation to roof. The text progresses through the stages of...

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality --...

When after three decades of research Singapore could produce its own water, the little city-state was said to have lost its vulnerability. No longer would every policy have to bend at the knees for...

Retail is going through difficult times and is suffering the consequences of both the economic crisis and the digitization of society. Fundamentally, there is a bigger problem: stores cannot keep up...

Lecture Notes in Urban Economics and Urban Policy provides a wide-ranging introduction to urban economics and urban policy by Professor John Yinger, one of the world's leading scholars in urban...

In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it...

You can be Great. No matter what your background is or what failures you've experienced, you can achieve greatness. That is the main thrust of this book. The author, Dr John Ng, is Chief Passionary...