Many of the pioneers of Internet business, both dotcoms and established companies, have competed in ways that violate nearly every precept of good strategy. Rather than focus on profits, they have chased customers indiscriminately through discounting, channel incentives, and advertising. Rather than concentrate on delivering value that ears an attractive price from customers, they have pursued …

The long-term survival of a company is dependent on how knowledgeable its controllers and senior managers are about its costs. Do the costs accurately reflect the resources consumed by the business processes? Can the cost information generated by its financial systems be trusted to make key management decisions? In Designing Strategic Cost Systems, recognized business planning and cost manageme…

Tahun Terbit

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Dividends of Kinship is not intended to provide a well-rounded spectrum of the various possible ways of approaching kinship. Instead, it proposes the further elaboration of one particular perspective that has received little attention lately: namely, the functional aspects of kinship. This entails a shift of emphasis from ?meaning? to ?function? without ignoring the former. The question ?what i…

From the outset, we believed that the book should have as much relevance for managers and consultants in practice as students and professors in the clasroom. So we set out to write an easily accessible explanation of the fascinating field of strategic management. Sure, some parts may appeal more to practitioners, while others may be more of interest to the academically inclined. This is in the …

The phrase ?business model? has found its way into the vocabulary of just about everyone who must manage or work in businesses with an Internet content, from venture capitalists to CEOs. Despite the enormous importance of the Internet and business models to firms, and the explosive interest in both subjects, there are no business school texts that address the impact of the Internet on firm perf…

This book is designed to provide readers with some preliminary answers to questions about ethical thinking in a professional environment. For those who are or aspire to be journalists, it attempts to describe how some of your professional colleagues make ethical decisions?what is important to them and what influences their thinking. For scholars in journalism and mass communication, it provides…

Today?s customers are smarter and more demanding -- and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new …

This book is a collection of meditations on journalism and closely related subjects that can be read for its own sake by students, teachers, and working journalists. It provides material for the study of what professors of journalism might call ?theory,? and, in our view, it is an appropriate text for a capstone course in such a subject. But we are hoping that professors who teach reporting and…

Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new boo…