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Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as usual", the ticket to the game, the platform from which “experiences” are created not the experience itself! The message of this book is that businesses are at risk! ...

Peter Eisenman (Yale School of Architecture, New Haven, Eisenman Architects, New York, USA) discusses with architects and philosophers: J¿rg H. Gleiter (Germany), Kim F¿rster (Switzerland), Preston Scott Cohen (USA), Emmanuel Petit (USA), Mario Carpo (USA), Sarah M. Whiting (USA), Manuel Orazi (Italy), John McMorrough (USA), Gabriele Mastrigli (Italy), Panayotis Pangalos (Greece), Cynthia Davidson (USA), Ingeborg M. Rocker (USA), Alejandro Zae...

This book explores the activities of the Nazi regime’s vast leisure programme. Shortly after coming to power in Germany, it began a large-scale undertaking to bring happiness and a good life to so-called ‘Aryan’ Germans, carried out by the Nazi leisure organization Kraft durch Freude. Julia Timpe traces Kraft durch Freude’s practices and propaganda from 1933 through the Second World War, and analyses Nazi-organized sports classes, entertainmen...

This is an entertaining account of Shakespeare's afterlives in fiction. Paul Franssen offers the first sustained analysis of stories and films that involve the character of Shakespeare. Taking a broad international and historical perspective, he shows how fictions about Shakespeare help us understand what he meant to a certain age, nation, or author, and how they have become a vital aspect of the Shakespeare industry. Appearing sometimes as a ...

Guide to CPR, AED, and First Aid training for lay responders. Comprehensive guide to emergencies for persons with little or no medical training or background. Covers how to meet legal requirements, treat and stabilize the injured until competent medical help can arrive.

This book looks at the synthesis of polyaniline by different methods, under different conditions, for various applications, and presents studies of its properties by a wide range of the modern physic-chemical methods. The book provides a comprehensive analysis of experimental results from the point of view of the correlations in the triad synthesis conditions¿structurephysicöchemical properties. It combines the results of experimental investig...

This edited volume offers a state of the art overview of fast and robust solvers for the Helmholtz equation. The book consists of three parts:new developments and analysis in Helmholtz solvers, practical methods and implementations of Helmholtz solvers, and industrial applications.The Helmholtz equation appears in a wide range of science and engineering disciplines in which wave propagation is modeled. Examples are: seismic inversion, ultrason...

New perspective on Britain's response to the Armenian Genocide

Wer eine praxisnahe Betrachtung über die Positive Psychologie sucht, die gespickt ist mit kritischen, humorvollen und nachdenklich stimmenden Kommentaren sowie topaktuellen Erkenntnissen aus dieser Wissenschaft, wird mit diesem Werk seine Freude haben. Der Diplom-Psychologe Michael Tomoff fasst interessante Studien elegant zusammen und zeigt anhand zahlreicher, leicht umsetzbarer Übungen und Interventionen auf, welchen Mehrwert die immer wicht...

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Dieses Buch zeigt auf, wie verschiedene Formen des unternehmerischen Engagements als bereichernde Komponenten in die Stadtentwicklung einfließen können. Es benennt die Potentiale und Chancen, die sich für Kommunen und die beteiligten Unternehmen durch die stadtbezogene Anwendung der Instrumente von Coporate Social Resonsibility und Corporate Citizenship eröffnen. Renommierte Experten aus Wissenschaft und Praxis stellen aktuelle CSR-Projekte un...

Frühpädagogische Fachkräfte sehen sich gegenwärtig umgreifenden Transformationen ihres Arbeitsfeldes gegenüber: Verbunden mit einem , neuen Blick auf das Kind' verändern sich bildungspolitische Vorgaben, Konzeptionalisierungen frühkindlicher Bildungsprozesse, pädagogische Handlungseinsätze und Ausbildungskonzepte. In diesem Buch wird herausgearbeitet, wie pädagogische Fachkräfte im Horizont einer Bildungskindheit adressiert werden und sich mit...

Sara Ahmed is a feminist writer, scholar, and activist. She is the author of Willful Subjects, On Being Included, The Promise of Happiness, and Queer Phenomenology, all also published by Duke University Press.

Der vorliegende zweite Band der Reihe Leadership und Angewandte Psychologie beleuchtet die Struktur und Kultur von modernen Leadership-Organisationen. Die Beiträge befassen sich mit theoretischen Grundlagen und auch konkreten Fallbeispielen, die verdeutlichen, wie die Erfolgsfaktoren, u.a. Holistik, Wertschätzung, Vertrauen, Agilität und Lernen einer Leadership-Organisation tatsächlich auch in der Praxis gelebt werden können.

This new edition is a unique combined resource for physicians and scientists addressing the needs of both groups. In addition to stimulating exchange and collaboration and shortening the path between discovery and application of new knowledge, the book helps clinicians understand new therapeutic concepts from their origins. The volume serves as a comprehensive guide to the current diagnostic modalities, including enhanced imaging techniques su...

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Ty Cobb, Satchel Paige, Jackie Robinson, Jim Thorpe, Jesse Owens, Curly Lambeau, and singer Cab Calloway--these and many more famous athletes and entertainers crossed the same, legendary home plate--at Milwaukee's Borchert Field, a major sports venue for 64 years. Here, baseball historian Bob Buege reintroduces sports fans to this rickety wooden stadium where, for generations, sports was made, along with a few rodeos, thrill shows, presidentia...

Profiles from the international Black community.

This volume explores the internationalization of higher education in the context of global citizenry and intercultural competencies. It focuses on presenting dissonance as a means to facilitating students' openness to complexity and development of intercultural skills or their experiences in the classroom.

This book is open access under a CC BY-NC 4.0 license.This revised, updated textbook presents a systems approach to the planning, management, and operation of water resources infrastructure in the environment.  Previously published in 2005 by UNESCO and Deltares (Delft Hydraulics at the time), this new edition, written again with contributions from Jery R. Stedinger, Jozef P. M. Dijkman, and Monique T. Villars, is aimed equally at students and...