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Customer Experience Excellence
by Tim Knight and David ConwayDiscover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
The Law and the Dead
by Heather ConwayThe fate of the dead is a compelling and emotive subject, which also raises increasingly complex legal questions. This book focuses on the substantive laws around disposal of the recently deceased and associated issues around their post-mortem fate. It looks primarily at the laws in England and Wales but also offers a comparative approach, drawing heavily on material from other common law jurisdictions including Australia, New Zealand, Canada and the United States. The book provides an in-depth, contextual and comparative analysis of the substantive laws and policy issues around corpse disposal, exhumation and the posthumous treatment of the dead, including commemoration. Topics covered include: the legal frameworks around burial, cremation and other disposal methods; the hierarchy of persons who have a legal duty to dispose of the dead and who are entitled to possession of the deceased’s remains; offences against the dead; family burial disputes, and the legal status of burial instructions; the posthumous use of donated bodily material; and the rules around disinterment, and creating an appropriate memorial. A key theme of the book will be to look at the manner in which conflicts involving the dead are becoming increasingly common in secular, multi-cultural societies where the traditional nuclear family model is no longer the norm, and how such legal contests are resolved by courts. As the first comprehensive survey of the laws in this area for decades, this book will be of use to academics, lawyers and judges adjudicating on issues around the fate of the dead, as well as the death industry and funeral service providers.
Edges of Global Justice
by Janet M. ConwayThis book analyzes the World Social Forum (WSF) in a context of crisis and transition in the history of Western capitalist modernity. Based on ten years of fieldwork on three continents, this book treats social movements as knowledge producers. It pays attention to what movements are doing and saying on the terrain of the WSF over time and from place to place, and to how they theorize its significance. Framed by the Latin American modernity-coloniality perspective, the book critically engages with discourses of global civil society, autonomism, and transnational feminism toward a reading of the WSF through the lens of ‘colonial difference’. Each chapter outlines a set of contestations and contributions with relevance beyond debates about the WSF. It will be of strong interest to students and scholars of social movement studies; international politics; post-colonial studies; gender studies; sociology; political theory and social work.
Black Lives
by James L. ConyersThe chapters in this text comprise biographical sketches of previously unknown (or lesser known) African-Americans, among them General Daniel Chappie James Jr; William Levi Dawson (composer); Vinnette Carroll (director and playwright); and Elizabeth Ross Haynes (political speaker and activist).
The Least of These
by Anthony E. CookFirst published in 1997. Routledge is an imprint of Taylor & Francis, an informa company.
Adorno on Nature
by Deborah CookDecades before the environmental movement emerged in the 1960s, Adorno condemned our destructive and self-destructive relationship to the natural world, warning of the catastrophe that may result if we continue to treat nature as an object that exists exclusively for our own benefit. "Adorno on Nature" presents the first detailed examination of the pivotal role of the idea of natural history in Adorno's work. A comparison of Adorno's concerns with those of key ecological theorists - social ecologist Murray Bookchin, ecofeminist Carolyn Merchant, and deep ecologist Arne Naess - reveals how Adorno speaks directly to many of today's most pressing environmental issues. Ending with a discussion of the philosophical conundrum of unity in diversity, "Adorno on Nature" also explores how social solidarity can be promoted as a necessary means of confronting environmental problems.
World Heritage
by Simon C. Woodward and Louise CookeWorld Heritage: Concepts, Management and Conservation presents an insight into discussions and debates surrounding the UNESCO World Heritage List, and the properties on it. Since its creation 50 years ago, the World Heritage Convention has been lauded as one of the most successful international expressions of cooperation, whilst at the same time being widely criticised as producing an overly commercialised and globalised sense of heritage. Offering an in-depth discussion of both sides of the debate, this book explores these issues by discussing the following topics: • How the World Heritage Convention was conceived and how it is operationalised; • How the World Heritage concept is currently being used and misused; • The benefits of inscription – perceived and actual existential threats faced by World Heritage Site managers including climate change, urban development, overtourism, military action and natural disaster; • The future of World Heritage as an instrument for conservation and economic development. Case studies from a global range of World Heritage Sites are included throughout, to showcase some of the successes and also missuses of World Heritage status. This book will be of pivotal interest to students and scholars in the fields of tourism, heritage, archaeology, natural resource management and development studies.
The Full Catastrophe
by Méira CookA compassionate and funny novel about defining yourself, the communities that support us, and the journeys that secrets propel. Charlie Minkoff, a thirteen-year-old boy born with intersex traits, would be happy to be left alone. Living with his artist mother in a derelict loft in downtown Winnipeg, perpetually wondering about the father who abandoned him, and tormented in school because of his differences, Charlie navigates the assorted catastrophes of his life. He’s helped along by the love of his beloved grandfather, Oscar, and the makeshift family who surround him: his mother’s best friend; a couple of elderly shut-in neighbours; a mysterious girl in his class who has secrets of her own; and his desperately needy and perpetually hungry dog, Gellman. When a school project leads him to discover that Oscar never had a bar mitzvah, Charlie decides to right the historical wrong and arrange a belated ceremony. But this quest will be more than he bargained for, and meanwhile everyone from his doctor to his Ancestry Studies teacher keeps insisting that Charlie needs to learn to tell his own story. Margaret Laurence Award winner Méira Cook’s The Full Catastrophe is a story of psychological complexity, tenderness, and humour.
HR for Hybrid Working
by Gary CooksonMany employees are looking for a mix of remote and office working. How can HR professionals adapt policies and practices to ensure hybrid working is effective for the workforce and the business?HR for Hybrid Working covers everything that people professionals need to succeed in a hybrid working model and manage the transition to this new way of working. It shows why and how contractual documents, policies, pay and reward terms need to change, how to manage changing employee expectations and how to assess and communicate to staff what work can be done partially remotely and manage the impact on company culture. There is also insight on how to adapt learning and development (L&D) and wellbeing activities to ensure they support employee development.Alongside expert guidance on how to assess what technology solutions are right for the business, HR for Hybrid Working explains how to manage inductions and exits from the organization when the location of employees is changeable. Packed full of advice, examples and case studies, this book also provides a dedicated section on the new skills needed by HR professionals as organizational roles, structures and processes change in a hybrid working model.
Between You, Me, and the Honeybees
by Amelia Diane CoombsPerfect for fans of Jenn Bennett and Sarah Dessen, this swoon-worthy novel follows a teen girl during her California summer of beekeeping, secrets, and stolen kisses.Josie Hazeldine has just graduated from high school, and she&’s ready for a summer full of sunshine, beekeeping, and…lying to her mom. Josie&’s mom couldn&’t be more proud of her daughter going to college, something she never got to do. But Josie wants to stay in her California hometown and take over the family business, Hazeldine Honey. So that college acceptance her mom is thrilled about? Yeah, Josie turned it down. But she&’s going to come clean—just not yet. The neighbor&’s artsy, adorable grandson who&’s in town for the summer makes Josie&’s web of lies even more tangled. He&’s into Josie and the feeling is very mutual, but he&’s a Blumstein—the sworn enemy of the Hazeldines and their number one competition in the annual Honey Show at the end of July. As their secret fling goes on, Josie knows she&’s getting in way too deep to leave him behind when summer&’s over. Can Josie keep the boy she can&’t stop thinking about without the secrets she&’s juggling crashing down around her?
Exactly Where You Need to Be
by Amelia Diane CoombsTurtles All the Way Down meets Love and Luck in this romantic road trip story about a teen girl&’s last chance to have an epic summer with her best friend before everything changes.Florie&’s OCD and her mother&’s worrying have kept her from a lot of things, like having an after-school job and getting her driver&’s license. And now that she&’s graduated high school, while her best friend Kacey is headed off to Portland in the fall, Florie&’s taking a parent-sanctioned gap year off before starting college. When the decision was made, Florie was on board, but now she can't ignore the growing itch to become the person she wants to be and venture outside the quaint, boring Washington town she grew up in. Winning tickets to see her favorite true crime podcast&’s live show in California gives her the opportunity to do just that, if only for a few days. So—unbeknownst to their parents—Kacey and Florie set off on a road trip to San Francisco. The only downside in Florie&’s opinion? Sam, Kacey&’s older brother and Florie&’s forever crush, is their ride. The Samson Hodge, who Florie hasn&’t seen since winter break, and who she&’d prefer to never see again, if possible. But Florie is willing to put up with Sam if it means one last adventure with her best friend. Making it to San Francisco and back to Washington without their parents catching on isn&’t a given, but one thing is for sure: this trip will change everything.
Keep My Heart in San Francisco
by Amelia Diane CoombsSparks fly when two ex-best-friends team up to save a family business in this swoon-worthy and witty debut perfect for fans of Jenn Bennett and Sarah Dessen.Caroline &“Chuck&” Wilson has big plans for spring break—hit up estate sales to score vintage fashion finds and tour the fashion school she dreams of attending. But her dad wrecks those plans when he asks her to spend vacation working the counter at Bigmouth&’s Bowl, her family&’s failing bowling alley. Making things astronomically worse, Chuck finds out her dad is way behind on back rent—meaning they might be losing Bigmouth&’s, the only thing keeping Chuck&’s family in San Francisco. And the one person other than Chuck who wants to do anything about it? Beckett Porter, her annoyingly attractive ex-best friend. So when Beckett propositions Chuck with a plan to make serious cash infiltrating the Bay Area action bowling scene, she accepts. But she can&’t shake the nagging feeling that she&’s acting irrational—too much like her mother for comfort. Plus, despite her best efforts to keep things strictly business, Beckett&’s charm is winning her back over...in ways that go beyond friendship. If Chuck fails, Bigmouth&’s Bowl and their San Francisco legacy are gone forever. But if she succeeds, she might just get everything she ever wanted.
The Group of Twenty
by Andrew F. Cooper and Ramesh ThakurThis work offers a concise examination of the purpose, function and practice of the Group of Twenty (G20) summit. Providing a comprehensive historical account of the G20 Finance Ministers and Central Bank Governors process, the text then moves on to outline the conditions, events and debates that led to the formation of the permanent, expanded leaders’ level forum. The historical span of the G20 Summit process is not long, but the global transformations that precipitated it are crucial when seeking to understand it. Cooper & Thakur explore a variety of major debates, including: Governance by self-selected groups versus mandated multilateral organizations the legitimacy of informal leadership the issue of the G20’s composition of both ‘solution’ countries and ‘problem’ countries the role of the emerging powers new conceptions of North-South relationships This work offers a detailed examination of the ongoing shifts in economic power and the momentum toward global institutional reform, illustrating how the G20 has moved from a crisis committee to the premier global forum over this short but intense history, and mapping out its comparative advantages and key challenges ahead.
Changing Gay Male Identities
by Andrew J. CooperAs the world changes, so sexual identities are changing. In a context of globalisation, mass communication and technological advances, individuals find themselves able to make lifestyle choices in new and different ways. In this increasingly confusing world, sociologists have argued that identities are in flux, and that traditional patterns of identity and intimacy are being disrupted and reshaped, with all the implications for sexual identities that this suggests. Changing Gay Male Identities draws on the powerful life stories of twenty-one gay men to explore how individuals construct and maintain their sense of self in contemporary society. The book draws upon theoretical debates on topics such as gender, performance, sex, class, camp, race and ethnicity, to explore four aspects of identity: the role of the body in who we are relationships and communities performing in everyday life reconciling different aspects of our selves (such as religion and sexuality). In Changing Gay Male Identities Andrew Cooper assesses the magnitude of these social and sexual changes. He argues that although there are many opportunities for new forms of identity in a changing world, the possibilities can be significantly constrained, and that this has major implications for the freedoms and choices of individuals in contemporary societies. This book will be of interest to students and scholars of sociology, sexuality studies, gender studies, and GLBTQ studies.
The Christmas Carol Reader
by William E Studwell and Frank Hoffmann and B Lee CooperLike that Biblical, astronomical star of Bethlehem, The Christmas Carol Reader guides readers on their quest for information about Christmas songs. Studwell gathers a composite picture of the world's most important and famous carols and includes an ample selection of lesser-known Christmas songs. All of the carols are presented in their historical and cultural contexts which adds to readers’understanding and appreciation of the songs.As the only book that covers this elusive topic, The Christmas Carol Reader informs and entertains readers on over 200 songs of all types (sacred and secular), of all periods (Middle Ages through the 20th century), and from a number of countries and cultures. Because many of the songs in The Christmas Carol Reader fit into more than one distinct category, Studwell wisely divides the songs into two major groups--those that reflect Christmas as a Holy Day and those that celebrate Christmas as a Holiday. Here is just a sample of the breadth of coverage of songs:Sacred: From Heaven Above to Earth I Come; O Come, O Come Emmanuel; Angels From the Realms of Glory; As With Gladness Men of Old; O Holy Night (Cantique de Noël); Thou Didst Leave Thy ThroneSecular: Happy Holiday; A Holly Jolly Christmas; God Rest You Merry, Gentlemen; Silver Bells; Here Comes Santa Claus; I'll Be Home for ChristmasMedieval: Puer Natus in Bethlehem (A Boy Is Born in Bethlehem); Coventry Carol; I Sing of a Maiden; La marche des rois (The March of the Kings); In Dulci Jubilo1500--1700's: Bring a Torch, Jeanette, Isabella; I Saw Three Ships; Carol of the Bagpipers1800's: Adeste Fideles (O Come All Ye Faithful); O Little Town of Bethlehem; What Child Is This?; It Came Upon a Midnight Clear; Stille Nacht, Heiliege Nacht (Silent Night)Spirituals: Go Tell It on the Mountain; I Wonder as I Wander; Mary Had a Baby; Rise Up, Shepherd, and FollowLittle Known: O Bethlehem!; The Sleep of the Infant Jesus; Song of the Nuns of ChesterCountries and Cultures: O Tannenbaum; Lulajze Jezuniu (Polish Lullaby); Fum, Fum, Fum; Carol of the Bells; Patapan; El rorro (The Babe)As readers learn about the history and nature of the Christmas carol in general and the specific history of individual religious and secular carols, they will learn some history and nature of the holiday season which can bring more enjoyment into their celebrations for years to come.On long winter nights, The Christmas Carol Reader can be read continuously as a series of fact-based commentaries on Christmas music. For shorter periods in between holiday activities, readers can peruse one of the topical sections or select, with the aid of the title index, an individual essay of interest. As a library reference, this book can provide facts for research on Christmas songs or just provide an entertaining education for curious library patrons.
Rock Music in American Popular Culture II
by Frank Hoffmann and B Lee Cooper and Wayne S Haney and Beulah B RamirezFrom “Who Put the Bomp (in the Bomp, Bomp, Bomp)?” to a list of all song titles containing the word “werewolf,” Rock Music in American Popular Culture II: More Rock ’n’Roll Resources continues where 1995’s Volume I left off. Using references and illustrations drawn from contemporary lyrics and supported by historical and sociological research on popular cultural subjects, this collection of insightful essays and reviews assesses the involvement of musical imagery in personal issues, in social and political matters, and in key socialization activities. From marriage and sex to public schools and youth culture, readers discover how popular culture can be used to explore American values. As Authors B. Lee Cooper and Wayne S. Haney prove that integrated popular culture is the product of commercial interaction with public interest and values rather than a random phenomena, they entertainingly and knowledgeably cover such topics as: answer songs--interchanges involving social events and lyrical commentaries as explored in response recordings horror films--translations and transformations of literary images and motion picture figures into popular song characters and tales public schools--images of formal educational practices and informal learning processes in popular song lyrics sex--suggestive tales and censorship challenges within the popular music realm war--examinations of persistent military and home front themes featured in wartime recordingsRock Music in American Popular Culture II: More Rock ‘n’Roll Resources is nontechnical, written in a clear and concise fashion, and explores each topic thoroughly, with ample discographic and bibliographic resources provided for additional research. Arranged alphabetically for quick and easy reference to specific topics, the book is equally enjoyable to read straight through. Rock music fans, teachers, popular culture professors, music instructors, public librarians, sound recording archivists, sociologists, social critics, and journalists can all learn something, as the book shows them the cross-pollination of music and social life in the United States.
The Spectacle of Isolation in Horror Films
by Carl Royer and B Lee CooperGo behind the scenes with an insightful look at horror filmsand the directors who create them The Spectacle of Isolation in Horror Films: Dark Parades examines the work of several of the genre&’s most influential directors and investigates how traditional themes of isolation, alienation, death, and transformation have helped build the foundation of horror cinema. Authors Carl and Diana Royer examine the techniques used by Alfred Hitchcock that place his work squarely in the horror (rather than suspense) genre, discuss avant-garde cinema&’s contributions to mainstream horror, explore films that use the apartment setting as the cell of horror, and analyze how angels and aliens function as the supernatural Other. A unique resource for film students and film buffs alike, the book also examines Sam Raimi&’s Evil Dead trilogy and the fusion of science, technology, and quasi-religious themes in David Cronenberg&’s films. Instead of presenting a general overview of the horror genre or an analysis of a specific sub-genre, actor, or director, The Spectacle of Isolation in Horror Films offers an imaginative look at classic and contemporary horror cinema. The book examines Surrealist films such as Un Chien Andalou and Freaks, the connections among the concepts of voyeurism, paranoia, and alienation in films like Rear Window, Rosemary&’s Baby, Blue Velvet, and The Blair Witch Project; the use of otherworldly creatures in films such as The Prophecy, Dogma, and The Day The Earth Stood Still; and the films of directors George Romero, John Waters, and Darren Aronofsky, to name just a few. This unique book also includes an extensive A-to-Z filmography and a bibliography of writings on, and about, horror cinema from filmmakers, film critics, and film historians. The Spectacle of Isolation in Horror Films examines: Body Doubles and Severed Handsthe common ancestry of avant-garde art films and exploitation horror B-movies And I Brought You Nightmaresrecurring themes of psychological terror in Alfred Hitchcock&’s films Horror, Humor, PoetrySam Raimi&’s transformation of drive-in horror cinema Atheism and 'The Death of Affect'David Cronenberg&’s obsessions, interests, and cautionary messages in films ranging from Videodrome to Dead Ringers to eXistenZ and much more!The Spectacle of Isolation in Horror Films: Dark Parades is a unique resource of critical analysis for academics working in film and popular culture, film historians, and anyone interested in horror cinema.
Myths of Management
by Stefan Stern and Cary CooperIs it really true that working longer hours makes you more successful? Are millennials self-obsessed and frightened of hard graft? Do you really need to hide your emotions in order to gain respect as a manager? Does higher pay really always lead to higher performance? The world of management is blighted by fads, fiction and falsehoods. In Myths of Management, Cary Cooper and Stefan Stern take you on an entertaining journey through the most famous myths surrounding the much-written about topic of management. They debunk false assumptions, inject truth into over-simplifications and tackle damaging habits head-on. Whether cheesy, naïve or even destructive, management myths could be holding you back and stifling your team's potential. Myths of Management is the guide you need to become an enlightened manager.About the Business Myths series... The Business Myths series tackles the falsehoods that pervade the business world. From leadership and management to social media, strategy and the workplace, these accessible books overturn out-of-date assumptions, skewer stereotypes and put oft-repeated slogans to the test. Entertaining and rigorously researched, these books will equip you with the insight and no-nonsense wisdom you need to succeed.
Remote Workplace Culture
by Sean O'Meara and Cary CooperThe way we work has changed and a strong, supportive company culture is key for success. When employees work remotely, even occasionally, HR professionals and business leaders need to think differently.Practitioners now need to motivate their workforce, support talent development, ensure an inclusive environment and protect their employees' mental health, all without being in the same physical space. A strong and effective company culture that is built specifically with this purpose in mind is crucial. Remote Workplace Culture is a practical guide that shows how to achieve this and explains why simply replicating what used to happen in the office in a virtual environment doesn't work. This book shows how a strong culture for remote, hybrid and flexible working helps attract the best talent, whether this is nationally or globally and explains how to prioritize inclusion. There is also specific guidance on wellbeing initiatives, how to replace social learning in a hybrid or remote working culture and how to avoid common pitfalls such as an overreliance on technology, the blurring of work/life boundaries and a misunderstanding of remote working etiquette. Supported by case studies from BBC, Salesforce, leading financial services brands and law firms, Remote Workplace Culture is essential reading for all HR professionals and business leaders needing to develop strong company culture in the new world of work.
The Last of the Mohicans
by James Fenimore CooperThe most popular and memorable of the "Leatherstocking Tales": set in the rugged wilderness of upper New York State during the brutal French and Indian War, it tells the story of the Munro sisters, daughters of a commander in the British army. THIS ENRICHED CLASSIC EDITION INCLUDES: A concise introduction that gives the reader important background information A chronology of the author's life and work A timeline of significant events that provides the book's historical context An outline of key themes and plot points to guide the reader's own interpretations Detailed explanatory notes Critical analysis, including contemporary and modern perspectives on the work Discussion questions to promote lively classroom and book group interaction A list of recommended related books and films to broaden the reader's experience
The Last of the Mohicans
by James Fenimore CooperThe most popular and memorable of the "Leatherstocking Tales": set in the rugged wilderness of upper New York State during the brutal French and Indian War, it tells the story of the Munro sisters, daughters of a commander in the British army. THIS ENRICHED CLASSIC EDITION INCLUDES: A concise introduction that gives the reader important background information A chronology of the author's life and work A timeline of significant events that provides the book's historical context An outline of key themes and plot points to guide the reader's own interpretations Detailed explanatory notes Critical analysis, including contemporary and modern perspectives on the work Discussion questions to promote lively classroom and book group interaction A list of recommended related books and films to broaden the reader's experience
Psychology and the Soldier
by Norman CopelandThis book, first published in 1944, stresses the point that there is no shortcut to successful wartime leadership, and pays a close analysis to the attributes that contribute to being a sound leader of soldiers. Written in the middle of the Second World War, this book gives us valuable insights into the values and training of the British Army in the second half of the war.
The Illusions Of Post-Feminism
by Vicki Coppock and Deena Haydon and Ingrid RichterFirst Published in 1995. Routledge is an imprint of Taylor & Francis, an informa company.
Guarded Girls
by Charlotte Corbeil-ColemanThe stories and experiences of three imprisoned women and a guard intertwine in dramatic and dangerous ways, as the psychological destruction that is solitary confinement taunts each of their lives. Nineteen-year-old Sid is transferred to a new prison, finding friendship with her cellmate Brit, but she also forms a complicated relationship with a guard who seems to be watching their every move. In another time, an older inmate named Kit talks to an unseen audience about a coming visitor and how she’ll stop at nothing to see them, even if that means bringing down the entire prison system. In another place, three girls wait as visitors, each one thinking about the complicated positions their mothers are in. Playful and mysterious, Guarded Girls is about the stories we tell to survive, and how the same stories can also destroy us.
Car Crime
by Claire CorbettCrime involving cars – whether involving offences by drivers or theft of and from cars – represents a substantial proportion of offences committed, and occupies an enormous amount of police time. But it is not always perceived as the serious crime that it is: many traffic offences cause enormous harm in terms of death and injury, but are often not regarded seriously by drivers, the criminal justice system and the state. Other than theft of and from cars it is arguable that car crime is socially constructed as 'not real crime' or 'not even crime'. This book is the first to survey the whole area of car crime. It considers car crime as a coherent whole, addressing the concept of car culture; considers car crime in its various guides in relation to issues such as masculinity, gender, car usage and the environment; considers the historical roots of legislation concerning crime committed in the car, through to current legislation and its effects and implications. The book also addresses issues of crime prevention, and in particular the role of car manufacturers in making cars more crime proof.