Dictionary of Travel, Tourism and Hospitality By the same author Britain – Workshop or Service Centre to the World? The British Hotel and Catering Industry The Business of Hotels (with H. Ingram) Europeans on Holiday Higher Education and Research in Tourism in Western Europe Historical Development of Tourism (with A.J. Burkart) Holiday Surveys Examined The Management of Tourism (with A.J. Burkart eds) Managing Tourism (ed.) A Manual of Hotel Reception (with J.R.S. Beavis) Paying Guests
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Customer Relationship Management VSF This book is dedicated to my children Emma and Lewis of whom I am enormously proud. Customer Relationship Management Concepts and Technologies Second edition Francis Buttle AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate
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PART ONE • UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services
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acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on appropriate page within text. Microsoft® and Windows® are registered trademarks of the Microsoft Corporation in the U.S.A. and other countries. Screen shots and icons reprinted with permission from the Microsoft Corporation. This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation. Copyright © 2012, 2009, 2008, 2006, 2003 Pearson Education, Inc.,
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Includes Over Two Hours of Bonus Audio on the CD Includes Real-World Scenarios and Leading-Edge Exam Prep Software Featuring: Updated for the Project Management Body of Knowledge (PMBOK® Guide), Fourth Edition • Custom Test Engine • Hundreds of Sample Questions • Chapter Review in Audio Format • Electronic Flashcards • Entire Book in PDF PMP Fifth Edition SERIOUS SKILLS. ® Project Management Professional Exam STUDY GUIDE Kim Heldman Project Management Professional Exam Study
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A UTH-WE ST MBA series N's CEN G SO ER GE in E conomics Managerial Economics A Problem Solving Approach SECOND EDITION LUKE M. FROEB Vanderbilt University BRIAN T. MC CANN Vanderbilt University Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States Managerial Economics: A Problem Solving Approach, Second Edition Luke M. Froeb, Brian T. McCann Vice President of Editorial, Business: Jack W. Calhoun
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VERONIKA DECIDES TO DIE A NOVEL OF REDEMPTION PAULO COELHO TRANSLATED FROM THE PORTUGUESE BY MARGARET JULL COSTA For S. T. de L., who began to help me without my realizing it Behold I give unto you power to tread on serpents…and nothing shall by any means hurt you. Luke 10:19 Contents Epigraph Begin Reading P.S. Insights, Interviews & More… About the Author Praise Other Books by Paulo Coelho Credits Copyright About the Publisher On November 11, 1997, Veronika decided that
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NTRODUCTION: AN INVITATION TO BOMBAY The envelope was hand-delivered to our house in Golf Links, Tan enclave in New Delhi whose name captured the clubbable lifestyle of its leisured and propertied Indian residents, soon after we had arrived in the middle of a north Indian winter to begin a long assignment. It contained a large card, with a picture embossed in red and gold of the elephant-headed deity Ganesh, improbably carried on the back of a much smaller mouse. Dhirubhai and Kokilaben Ambani invited
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grammerFrench Grammar and Usage French Grammar and Usage Second edition Roger Hawkins Senior Lecturer in Language and Linguistics, University of Essex Richard Towell Professor of French Applied Linguistics, University of Salford NATIVE SPEAKER CONSULTANT Marie-Noëlle Lamy Senior Lecturer, Open University A member of the Hodder Headline Group LONDON Contents Guide for the user Glossary of key grammatical terms Acknowledgements Acknowledgements for the second edition xi xiv
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THE DIARY OF A YOUNG GIRL : THE DEFINITIVE EDITION Anne Frank Edited by Otto H. Frank and Mirjam Pressler Translated by Susan Massotty -- : -BOOK FLAP Anne Frank's The Diary of a Young Girl is among the most enduring documents of the twentieth century. Since its publication in 1947, it has been read by tens of millions of people all over the world. It remains a beloved and deeply admired testament to the indestructable nature of the human spirit. Restore in this Definitive Edition are diary entries
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