Sebanyak 133 item atau buku ditemukan

Introducing Business English

Introducing Business English provides a comprehensive overview of this topic, situating the concepts of Business English and English for Specific Business Purposes within the wider field of English for Special Purposes. This book draws on contemporary teaching and research contexts to demonstrate the growing importance of English within international business communication. Covering both spoken and written aspects of Business English, this book: examines key topics within Business English, including teaching Business English as a lingua franca, intercultural business interactions, blended learning and web-based communication; discusses the latest research on each topic, and possible future directions; features tasks and practical examples, a section on course design, and further resources. Written by two leading researchers and teachers, Introducing Business English is a must-read for advanced undergraduate and postgraduate students studying Business English, Business English as a Lingua Franca, and English for Specific Business Purposes.

This book draws on contemporary teaching and research contexts to demonstrate the growing importance of English within international business communication.

English for Business Communication

This textbook provides a comprehensive introduction for students and professionals who are studying English for business or workplace communication and covers both spoken and written English. Based on up-to-date research in business communication and incorporating an international range of real-world authentic texts, this book deals with the realities of communication in business today. Key features of this book include: use of English in social media that reflects recent trends in business communication; coverage of the concept of communicative competence; analysis of email communication; introduction to informal English and English for socialisation as well as goodwill messages, such as thank you or appreciation messages, which are a part of everyday interaction in the workplace; examination of persuasive messages and ways to understand such messages; an e-resources website that includes authentic examples of different workplace genres and a reference section covering relevant research studies and weblinks for readers to better understand the topics covered in each chapter. This book goes beyond the traditional coverage of business English to provide a broad and practical textbook for those studying English in a workplace setting.

This book goes beyond the traditional coverage of business English to provide a broad and practical textbook for those studying English in a workplace setting.

French/English Business Glossary

This is the essential reference companion for all who use French for business communication. Containing over 5000 words, this handy two-way A-Z glossary covers the most commonly used terms in business. It will help you to communicate with confidence in a wide variety of business situations, and is of equal value to the relative beginner or the fluent speaker. Written by an experienced native and non-native speaker team working in business language education, this unique glossary is an indispensable reference guide for all students and professionals studying or working in business where French is used.

This is the essential reference companion for all who use French for business communication.

Customer Satisfaction Measurement for ISO 9000: 2000

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO ...

How to Measure Customer Satisfaction

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are ...

Customer Relationship Management

Concepts and Technologies

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM ? Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social ...

Measuring Customer Service Effectiveness

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.

The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them.

Gender, 'Race' and Class in Schooling

A New Introduction

With education and social inequalities under scrutiny, this timely book provides an up-to-date summary of research into the key issues, as well as practical strategies for educators, including strategies for staff development, working with children and school policy. The facts have changed significantly, and much received wisdom cannot be relied upon: girls' performance is rising faster than boys and surpasses them in almost all respects up to the age of 18; unequal opportunity faced by those of different race is becoming more fractured along class, gender, ethnic and religious lines; class divisions are increased with the reintroduction of selection and has become a matter of concern for government and school policy makers. This title makes good the lack of literature on inequality, and brings teachers, and those training to be teachers, the latest information.

There is still some overlap since some Kashmiri Pakistanis are very fair-skinned,
some having blue eyes too, and some 'white' English people are darker-skinned
than most, perhaps because of some distant Mediterranean ancestor.

The Capital Budgeting Decision, Ninth Edition

Economic Analysis of Investment Projects

Fully updated and revised by international authorities on the topic, this new version of a classic and established text returns to its roots as a clear and concise introduction to this complex but essential topic in corporate finance. Retaining the authority and reputation of previous editions, it now covers several topics in-depth which are frequently under explored, including distribution policy and capital budgeting. Features new to this edition include: a new chapter on real options new material on uncertainty in decision-making. Easily understandable, and covering the essentials of capital budgeting, this book helps readers to make intelligent capital budgeting decisions for corporations of every type.

Since most projects consist of a mixture of cash flow components with different
risks, it may be appropriate to use a different discount rate for each cash flow
component. The basic capital budgeting material is in the first six xvii Preface.

The Capital Budgeting Decision

Economic Analysis of Investment Projects

Fully updated and revised by international authorities on the topic, this new version of a classic and established text returns to its roots as a clear and concise introduction to this complex but essential topic in corporate finance. Retaining the authority and reputation of previous editions, it now covers several topics in-depth which are frequently under explored, including distribution policy and capital budgeting. Features new to this edition include: a new chapter on real options new material on uncertainty in decision-making. Easily understandable, and covering the essentials of capital budgeting, this book helps readers to make intelligent capital budgeting decisions for corporations of every type.

Since most projects consist of a mixture of cash flow components with different
risks, it may be appropriate to use a different discount rate for each cash flow
component. The basic capital budgeting material is in the first six xvii Preface.