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Customer Relationship Management: Concepts and Technologies (Financial Times Ser.)
by Francis Buttle Stan MaklanCustomer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable 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: New and updated international case illustrations throughout New and updated screenshots from CRM applications Fully updated to reflect the evolving CRM landscape, including extended coverage of: Big data and its influence on CRM Artificial intelligence (AI) Advances in CRM analytics The relationships between CRM and customer experience management The role of social media in customer management strategy Real-time marketing Chatbots and innovative customer self-service Privacy and data security Updated lecturer support materials online
Customer Relationship Management: Concepts and Technologies
by Stan Maklan Francis ButtleCustomer 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.
Customer Relationship Management: Concepts, Applications and Technologies
by Stan Maklan Francis Buttle Daniel D. PriorThis highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers.Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.
Customer Relationship Management: Concepts, Applications and Technologies
by Daniel D. Prior Francis Buttle Stan MaklanThis highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises. A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments. A greater emphasis on managerial applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.
Customer Sense
by Aradhna KrishnaAn insightful look at how touch, taste, smell, sound, and appearance effect how customers relate to products on a sensory level, and how small sensory changes can make a huge impact. Customer Sense describes how managers can use this knowledge to improve packaging, branding, and advertising to captivate the consumer's senses.
Customer Service Delivery in Africa: Consumer Perceptions of Quality in Selected African Countries
by Robert Ebo Hinson Esi Akyere Mensah Doreen Anyamesem OdameCustomer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
Customer Service Management in Africa: A Strategic and Operational Perspective
by Terri R. Lituchy Robert Ebo Hinson Ogechi Adeola Abednego Feehi Okoe AmarteyCustomer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Customer Success Management: Helping Business Customers Achieve Their Goals (Management for Professionals)
by Michael Kleinaltenkamp Katharina Prohl-Schwenke Laura ElgetiEnd of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.
The Customer Trap
by Andrew R. Thomas Timothy J. WilkinsonAmerican business is dysfunctional. Companies of all sizes follow the mistaken belief that their products and services are best sold through mega-customers with pervasive market reach, such as Amazon and Walmart. Far too many business leaders fail to realize--until it is too late--that the relentless pursuit of volume at all cost is not the key to long-term profits and success. The Customer Trap: How to Avoid the Biggest Mistake in Business is Thomas and Wilkinson''s sequel to The Distribution Trap: Keeping Your Innovations from Becoming Commodities, which won the Berry-American Marketing Association Prize for the best marketing book of 2010. The Distribution Trap contended that cracking the big-box channel is not necessarily the Holy Grail that many marketers assume it is. The Customer Trap takes this thesis to the next level by arguing that all companies, regardless of the industry there are in, should maintain control over their sales and distribution channels. Volume forgone by avoiding the mass market is more than offset by higher margins and stronger brand equity. The Customer Trap shows that giving power to a customer who violates "the ten percent rule" sets a company up for ruin. Yet, when presented with the opportunity to push more sales through large customers, most decision-makers jump at the chance. As a result, marketing has come to resemble a relentless quest for efficiency and scale. Demands from mega-customers in the form of discounts, deals, and incentives erode the integrity of the brand and what it originally stood for. Lower margins become the norm and cost-saving compromises on quality take over. In time, the brand suffers and, in some cases, fails outright. Stark examples from Oreck Vacuum Cleaners, Rubbermaid, Goodyear, Levi''s, and others illustrate the perils of falling into the "customer trap. " This book demonstrates in vivid detail how to thrive by controlling your sales and distribution. The authors show how many firms, such as STIHL Inc. , etailz, Apple, Red Ant Pants, and Columbia Paints & Coatings, have prospered by avoiding the "customer trap"--and how your company can have similar success. What you''ll learn Why making a deal with a mega-retailer is often a bad idea How innovators allow mega-customers to dilute the value of their products and services, while letting them impose costs and force changes in strategic direction and operational control How to take back control of your sales and distribution, using the newest direct marketing techniques and the most innovative electronic platforms How innovators can avoid the distribution trap, build a sustainable business, and maintain the brand equity and margins of the products and services they worked so hard to create Who this book is for Leaders of businesses of all sizes. Table of Contents Chapter 1. The Biggest Business Mistake Chapter 2. The Customer Trap and Brand Destruction Chapter 3. Turning Your Innovations into Commodities Chapter 4. When Sales Channels Get Hijacked Chapter 5. Living the Outsourcing CompulsionChapter 6. The STIHL Story Chapter 7. Innovation''s Second Step Chapter 8. Getting the Data and Doing Marketing Right Chapter 9. Going Global and Keeping the Faith Chapter 10. Staying Local and Independent
The Customering Method: From CX Dogma to Customer Science
by Aarron SpinleyDespite the promise of enhanced customer engagement through new technology, consumer trust has suffered widespread collapse and annual corporate losses are in the trillions. This book exposes the faulty foundation of the populist Customer Experience (CX) movement, upturns long-held beliefs in its effectiveness, and details an alternative – industrial – approach to the customer asset base.Aarron Spinley is recognized as a foremost mind in the realm of customer science and strategy. His work helps us to understand – and extract – customer value based on evidence, and in so doing, influences our relationship with technology for better results. The Customering Method marries the sciences and managerial precedent with contemporary capability: optimizing the intersection with marketing, mitigating risk and attrition rates, increasing sales propensity, and restoring profitability. Throughout, Spinley provides practical examples that are relatable, actionable, and defensible.These concepts have already influenced senior leaders, CEOs, chief marketing officers, and directors of customer experience across many organizations. Now in published form, this is perhaps the most important book in the field for decades.
Customers at Work
by Wolfgang Dunkel Frank KleemannExplores the ongoing transformation of service relationships, focusing on the incorporation of the customer's active contribution to virtually all aspects and stages of the production process. This volume illuminates social relations and interaction between customers and service providers as well as between the users of web-based services.
Cut: The True Story of an Abandoned, Abused Little Girl Who Was Desperate to Be Part of a Family
by Cathy GlassDawn was the first girl Cathy Glass ever fostered. A sweet and seemingly well balanced girl, Dawn's outward appearance masked a traumatic childhood so awful, that even she could not remember it. During the first night, Cathy awoke to see Dawn looming above Cathy's baby's cot, her eyes staring and blank. She sleepwalks--which Cathy learns is often a manifestation in disturbed children. It becomes a regular and frightening occurrence, and Cathy is horrified to find Dawn lighting a match whilst mumbling "It's not my fault" in her sleep one night. Cathy discovers Dawn is playing truant from school, and struggling to make friends. More worryingly she finds her room empty one night, and her pillow covered in blood. Dawn has been self-harming in order to release the pain of her past. When Dawn attempts suicide, Cathy realises that she needs more help than she can give. Dawn's mother eventually confides in her that Dawn was sent away to relatives in Ireland between the ages of 5 and 9, and came back very disturbed. She also sheds light on the reason for Dawn's fascination with matches and Cathy's baby. *SPOILER ALERT*SPOILER INFO FOLLOWS* Eventually Dawn is placed in a psychiatric home for children, and five years later she gets in touch with Cathy. She has been reconciled with her mother and is now training to become a teacher.
Cut It Out: The C-Section Epidemic in America
by Theresa MorrisCut It Out examines the exponential increase in the United States of the most technological form of birth that exists: the cesarean section. While c-section births pose a higher risk of maternal death and medical complications, can have negative future reproductive consequences for the mother, increase the recovery time for mothers after birth, and cost almost twice as much as vaginal deliveries, the 2011 cesarean section rate of 33 percent is one of the highest recorded rates in U.S. history, and an increase of 50 percent over the past decade. Further, once a woman gives birth by c-section, her chances of having a vaginal delivery for future births drops dramatically. This decrease in vaginal births after cesarean sections (VBAC) is even more alarming: one third of hospitals and one half of physicians do not even allow a woman a trial of labor after a c-section, and 90 percent of women will go on to have the c-section surgery again for subsequent pregnancies. Of comparative developed countries, only Brazil and Italy have higher c-section rates; c-sections occur in only 19% of births in France, 17% of births in Japan, and 16% of births in Finland. How did this happen? Theresa Morris challenges most existing explanations of the unprecedented rise in c-section rates, which locate the cause of this trend in physicians practicing defensive medicine, women choosing c-sections for scheduling reasons, or women's poor health and older ages. Morris's explanation of the c-section epidemic is more complicated, taking into account the power and structure of legal, political, medical, and professional organizations; gendered ideas that devalue women; hospital organizational structures and protocols; and professional standards in the medical and insurance communities. She argues that there is a new culture within medicine that avoids risk or unpredictable outcomes and instead embraces planning and conservative choices, all in an effort to have perfect births. Based on 130 in-depth interviews with women who had just given birth, obstetricians, midwives, and labor and delivery nurses, as well as a careful examination of local and national level c-section rates, Cut It Out provides a comprehensive, riveting look at a little-known epidemic that greatly affects the lives, health, and families of each and every woman in America.
Cut Loose
by Victor Tan ChenYears after the Great Recession, the economy is still weak, and an unprecedented number of workers have sunk into long spells of unemployment. Cut Loose provides a vivid and moving account of the experiences of some of these men and women, through the example of a historically important group: autoworkers. Their well-paid jobs on the assembly lines built a strong middle class in the decades after World War II. But today, they find themselves beleaguered in a changed economy of greater inequality and risk, one that favors the well-educated--or well-connected.Their declining fortunes in recent decades tell us something about what the white-collar workforce should expect to see in the years ahead, as job-killing technologies and the shipping of work overseas take away even more good jobs. Cut Loose offers a poignant look at how the long-term unemployed struggle in today's unfair economy to support their families, rebuild their lives, and overcome the shame and self-blame they deal with on a daily basis. It is also a call to action--a blueprint for a new kind of politics, one that offers a measure of grace in a society of ruthless advancement.
Cutaneous Haptic Feedback in Robotic Teleoperation (Springer Series on Touch and Haptic Systems #0)
by Claudio PacchierottiThis work addresses the challenge of providing effective cutaneous haptic feedback in robotic teleoperation, with the objective of achieving the highest degree of transparency whilst guaranteeing the stability of the considered systems. On the one hand, it evaluates teleoperation systems that provide only cutaneous cues to the operator, thus guaranteeing the highest degree of safety. This cutaneous-only approach shows intermediate performance between no force feedback and full haptic feedback provided by a grounded haptic interface, and it is best suitable for those scenarios where the safety of the system is paramount, e. g. , robotic surgery. On the other hand, in order to achieve a higher level of performance, this work also investigates novel robotic teleoperation systems with force reflection able to provide mixed cutaneous and kinesthetic cues to the operator. Cutaneous cues can compensate for the temporary reduction of kinesthetic feedback necessary to satisfy certain stability conditions. This state-of-the-art volume is oriented toward researchers, educators, and students who are interested in force feedback techniques for robotic teleoperation, cutaneous device design, cutaneous rendering methods and perception studies, as well as readers from different disciplines who are interested in applying cutaneous haptic technologies and methods to their field of interest.
Cutting-Edge Social Policy Research
by Richard HoeferApply knowledge from the latest research to urgent social problems and programsCutting-Edge Social Policy Research is a careful selection of the finest papers from the 2004 Social Policy Conference held in Charleston, South Carolina. These presentations from respected experts spotlight the latest and best research on a wide variety of crucial social policy issues. Explanations are provided on how to use qualitative and quantitative methods to research social policy questions, with a clear view on how to apply research results to today&’s social problems and programs.Cutting-Edge Social Policy Research discusses various social policy topics, approaches, and the latest high-quality research and findings. Students learn how others have researched the topics using different approaches, while practitioners gain important new information relevant to their jobs and practice areas. Chapters explore vital perspectives, such as how to link program evaluation to policy practice, how clients&’ "in their own voices" views bring more convincing rationale to policymakers, and how the "trauma perspective" can spotlight the true effects of poverty, inequality, and oppression in our society. The text includes extensive up-to-date bibliographies and literature reviews.Topics in Cutting-Edge Social Policy Research include: measuring program implementation-to differentiate between theories that don&’t work and programs that aren&’t effective inclusion of qualitative methods into research in social policy the latest quality-of-life research for the elderly in nursing homes effective intervention practices for deaf and hard of hearing children susceptible to abuse in-depth analysis of the eight variables of the Section 8 Housing Program policy process trauma theory and its application to poverty policy the impact of work incentive policies examination of state and local governments granting large tax breaks to corporations-and the implications for social welfare practitionersCutting-Edge Social Policy Research is stimulating, insightful reading for practitioners, educators, and students in social policy, social work, sociology, and political science.
Cutting Edge Technologies And Microcomputer Applications For Developing Countries
by Tien-tung HsuehThis report is based on a conference on the applications of microcomputers in development sponsored by the U.S. Agency for International Development and the U.S. National Academy of Sciences in collaboration with a host country.
Cutting Green Tape: Pollutants, Environmental Regulation and the Law
by Richard L. Stroup Roger E. MeinersHundreds of hazardous waste sites are on the Superfund National Priority List in the United States, and thousands more could become eligible. The Superfund has spent or ordered the spending of billions of dollars, with little apparent impact on human health risks. While public perception of the real or imagined hazardous nature of consumer and industrial substances has resulted in widespread attention to the issue, lawsuits have proliferated with liability aimed at "deep pockets" instead of individual agents who may be responsible. Contributors to Cutting Green Tape carefully examine the existence and severity of the toxic harms and liability problem, the erosion of a clear tort legal system to settle disputes, and whether a clearly defined system of property rights could be developed to reduce the dangers from toxic substances.Cutting Green Tape rethinks the nature and impact of today's environmental bureaucracy. Rather than continue unworkable, cumbersome, and often contradictory regulations, Cutting Green Tape prescribes a clearer tort legal system to settle disputes and demonstrates that clearly defined environmental property rights would reduce the threat of toxic substances. Among the many topics addressed are: air toxins policy; pollution, damages, and tort law; risk assessment, insurance, and public information; protecting groundwater; regulation of carcinogens; contracting for health and safety; and toxin torts by government.The book converges on a central theme: when common law remedies, with their burden of proof and standards of evidence, are replaced by the legislatively mandated regulatory regimes described, a problem emerges. The bureaucratic "tunnel vision" described by Justice Stephen Breyer, tends to take over. The police powers of the state are given to bureaucratic decision makers who are limited only by the blunt instrument of political influence, rather than by the need to show harm or wrongdoing in an unbiased court (as the police are), or by a budget on expenditures set by the Congress (as most bureaus are). The excesses described in the chapters thus result not from incompetence in the bureaus, but from the expansive powers granted to decision makers who are tightly focused on the narrow mission they see before them.
Cutting Into the Meatpacking Line
by Deborah FinkThe nostalgic vision of a rural Midwest populated by independent family farmers hides the reality that rural wage labor has been integral to the region's development, says Deborah Fink. Focusing on the porkpacking industry in Iowa, Fink investigates the experience of the rural working class and highlights its significance in shaping the state's economic, political, and social contours. Fink draws both on interviews and on her own firsthand experience working on the production floor of a pork-processing plant. She weaves a fascinating account of the meatpacking industry's history in Iowa--a history, she notes, that has been experienced differently by male and female, immigrant and native-born, white and black workers. Indeed, argues Fink, these differences are a key factor in the ongoing creation of the rural working class. Other writers have denounced the new meatpacking companies for their ruthless destruction of both workers and communities. Fink sustains this criticism, which she augments with a discussion of union action, but also goes beyond it. She looks within rural midwestern culture itself to examine the class, gender, and ethnic contradictions that allowed--indeed welcomed--the meatpacking industry's development.
Cutting the Cost of Confusion: Eliminate the High Price of Failure to Communicate
by Richard LaytonConfusion is more than just another daily inconvenience, though its impacts are often hidden in metrics such as market share, productivity, and ROI. This book shows how to identify and eliminate the Cost of Confusion in workplaces, marketplaces, and communities.Cutting that cost demands the ability to distill, integrate, and synthesize ever more complex information from a broad range of perspectives and disciplines. Any gaps in understanding can and do negatively impact performance. Based on Richard Layton’s 20 years of experience helping organizations to be heard and understood, this book offers a powerful universal lens to view the costly impacts of confusion, and provides a framework to identify and manage the risk of failure to communicate with a range of stakeholders and audiences – and save millions of dollars in the process. Decision-makers, practitioners, and students in marketing and advertising, organizational development, knowledge management, information technology, project management, and other fields will appreciate this unique set of insights and tools they can employ to great effect within their companies, organizations, and public institutions.
Cutting the Cost of Confusion: Eliminate the High Price of Failure to Communicate
by Richard A. LaytonConfusion is more than just another daily inconvenience, though its impacts are often hidden in metrics such as market share, productivity, and ROI. This book shows how to identify and eliminate the Cost of Confusion in workplaces, marketplaces, and communities. Cutting that cost demands the ability to distill, integrate, and synthesize ever more complex information from a broad range of perspectives and disciplines. Any gaps in understanding can and do negatively impact performance. Based on Richard Layton’s 20 years of experience helping organizations to be heard and understood, this book offers a powerful universal lens to view the costly impacts of confusion, and provides a framework to identify and manage the risk of failure to communicate with a range of stakeholders and audiences – and save millions of dollars in the process. Decision-makers, practitioners, and students in marketing and advertising, organizational development, knowledge management, information technology, project management, and other fields will appreciate this unique set of insights and tools they can employ to great effect within their companies, organizations, and public institutions.
Cuz: The Life And Times Of Michael A.
by Danielle AllenSo tender yet courageous is this fierce family memoir that it makes mass incarceration nothing less than a new American tragedy. In a shattering work that shifts between a woman’s private anguish over the loss of her beloved baby cousin and a scholar’s fierce critique of the American prison system, Danielle Allen seeks answers to what, for many years, felt unanswerable. Why? Why did her cousin, a precocious young man who dreamed of being a firefighter and a writer, end up dead? Why did he languish in prison? And why, at the age of fifteen, was he in an alley in South Central Los Angeles, holding a gun while trying to steal someone’s car? Cuz means both “cousin” and “because.” In this searing memoir, Allen unfurls a "new American story" about a world tragically transformed by the sudden availability of narcotics and the rise of street gangs—a collision, followed by a reactionary War on Drugs, that would devastate not only South Central L.A. but virtually every urban center in the nation. At thirteen, sensitive, talkative Michael Allen was suddenly tossed into this cauldron, a violent world where he would be tried at fifteen as an adult for an attempted carjacking, and where he would be sent, along with an entire generation, cascading into the spiral of the Los Angeles prison system. Throughout her cousin Michael’s eleven years in prison, Danielle Allen—who became a dean at the University of Chicago at the age of thirty-two—remained psychically bonded to her self-appointed charge, visiting Michael in prison and corresponding with him regularly. When she finally welcomed her baby cousin home, she adopted the role of "cousin on duty," devotedly supporting Michael’s fresh start while juggling the demands of her own academic career. As Cuz heartbreakingly reveals, even Allen’s devotion, as unwavering as it was, could not save Michael from the brutal realities encountered by newly released young men navigating the streets of South Central. The corrosive entanglements of gang warfare, combined with a star-crossed love for a gorgeous woman driving a gold Mercedes, would ultimately be Michael’s undoing. In this Ellisonian story of a young African American man’s coming-of-age in late twentieth-century America, and of the family who will always love Michael, we learn how we lost an entire generation.
Cyber and Face-to-Face Aggression and Bullying among Children and Adolescents: New Perspectives, Prevention and Intervention in Schools (Routledge Studies in Asian Behavioural Sciences)
by FUNG, Annis Lai ChuThe shift from face-to-face communication since the start of the global pandemic has resulted in more conflicts among children and adolescents on social media, and aggressive and bullying behaviour becoming more severe on online platforms such as Instagram, Facebook, Twitter/X, WhatsApp, and Signal. This book holistically discusses the theoretical foundations underlying face-to-face and cyberaggression and provides practical advice for preventing and intervening in both forms of aggression and bullying among schoolchildren and adolescents across different countries.It offers practical tools to address notable shifts in expressions of aggression from offline to online settings since the COVID-19 outbreak in both Eastern and Western contexts. With nine chapters contributed by experts from the USA, Canada, Spain, United Kingdom, Taiwan, Mainland China, and Hong Kong, the chapters offer cross-cultural insights, new definitions, theoretical frameworks, plus preventative and intervention strategies. The book also covers protective factors and issues related to both cyber and traditional forms of bullying and aggression. The book ends by forecasting future trends regarding online and offline aggression and bullying.The prevention and intervention strategies contained within for reducing both face-to-face and cyber aggression and bullying among children and adolescents provide invaluable insights to frontliners such as educators, teachers, social workers, counsellors, psychologists, parents, and policymakers. It will also appeal to researchers by providing cutting-edge knowledge and conceptualisation of online and traditional aggressive and bullying behaviour.
Cyber-Development, Cyber-Democracy and Cyber-Defense: Challenges, Opportunities and Implications for Theory, Policy and Practice
by Elias G. Carayannis David F. J. Campbell Marios Panagiotis EfthymiopoulosIn this volume, contributors from academia, industry, and policy explore the inter-connections among economic development, socio-political democracy and defense and security in the context of a profound transformation, spurred by globalization and supported by the rapid development of information and communication technologies (ICT). This powerful combination of forces is changing the way we live and redefining the way companies conduct business and national governments pursue strategies of innovation, economic growth and diplomacy. Integrating theoretical frameworks, empirical research and case studies, the editors and contributors have organized the chapters into three major sections, focusing on cyber-development, cyber-democracy and cyber-defense. The authors define cyber-development as a set of tools, methodologies and practices that leverage ICT to catalyze and accelerate social, political and economic development, with an emphasis on making the transition to knowledge-based economies. One underlying understanding here is that knowledge, knowledge creation, knowledge production and knowledge application (innovation) behave as crucial drivers for enhancing democracy, society, and the economy. By promoting dissemination and sharing of knowledge, cyber-democracy allows a knowledge conversion of the local into the global (gloCal) and vice versa, resulting in a gloCal platform for communication and knowledge interaction and knowledge enhancement Meanwhile, technology-enabled interconnectivity increases the need to adopt new methods and actions for protection against existing threats and possible challenges to emerge in the future The final section contemplates themes of cyber-defense and security, as well as emerging theories and values, legal aspects and trans-continental links (NATO, international organizations and bilateral relations between states) Collectively, the authors present a unique collection of insights and perspectives on the challenges and opportunities inspired by connectivity.
The Cyber Effect: A Pioneering Cyberpsychologist Explains How Human Behavior Changes Online (Not A Ser.)
by Mary AikenA groundbreaking exploration of how cyberspace is changing the way we think, feel, and behave Mary Aiken is the world's leading expert in forensic cyberpsychology--a discipline that combines psychology, criminology, and technology to investigate the intersection where technology and human behavior meet. In this, her first book, Aiken has created a starting point for all future conversations about how the Internet is shaping development and behavior, societal norms and values, children, safety, security, and our perception of the world. Cyberspace is an environment full of surveillance, but who is looking out for us? The Cyber Effect offers a fascinating and chilling look at a future we can still do something about. Drawing on her own research and extensive experience with law enforcement, Mary Aiken covers a wide range of subjects from the impact of screens on the developing child to the explosion of teen sexting, and the acceleration of compulsive and addictive behaviors online (gaming, shopping, pornography). She examines the escalation of cyberchondria (anxiety produced by self-diagnosing online), cyberstalking, and organized cybercrime in the Deep Web. Aiken provides surprising statistics and incredible-but-true case studies of hidden trends that are shaping our culture and raising troubling questions about where the digital revolution is taking us. The Cyber Effect will upend your assumptions about your online life and forever change the way you think about the technology you, your friends, and family use. Readers will gain a new understanding of the rapid change taking shape around us and come away with critical tools to become part of this very necessary conversation.Advance praise for The Cyber Effect"Just as Rachel Carson launched the modern environmental movement with her Silent Spring, Mary Aiken delivers a deeply disturbing, utterly penetrating, and urgently timed investigation into the perils of the largest unregulated social experiment of our time."--Bob Woodward "Mary Aiken takes us on a fascinating, thought-provoking, and at times scary journey down the rabbit hole to witness how the Internet is changing the human psyche. A must-read for anyone who wants to understand the temptations and tragedies of cyberspace."--John R. Suler, PhD, author of The Psychology of Cyberspace"Drawing on a fascinating and mind-boggling range of research and knowledge, Mary Aiken has written a great, important book that terrifies then consoles by pointing a way forward so that our experience online might not outstrip our common sense. A must-read for this moment in time."--Steven D. Levitt, co-author of the New York Times bestseller Freakonomics"Figuring out how to guide kids in a hyperconnected world is one of the biggest challenges for today's parents. Mary Aiken clearly and calmly separates reality from myth. She clearly lays out the issues we really need to be concerned about and calmly instructs us on how to keep our kids safe and healthy in their digital lives."--Peggy Orenstein, author of the New York Times bestseller Girls & Sex "Having worked with law enforcement groups from INTERPOL and Europol as well as the U.S. government, Aiken knows firsthand how today's digital tools can be exploited by criminals lurking in the Internet's Dark Net."--NewsweekFrom the Hardcover edition.