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      • Trusted Partner
      • Trusted Partner
        September 2024

        Customer Experience Management in the Caribbean

        Concepts, Case Studies and Challenges

        by Leslie-Ann Jordan, Anne P. Crick, Paul Anderson, Elaine Commissiong, Noel M. Cowell, G. Anthony Ferguson, Koen Hietbrink, Jacqueline Huggins, Michelle McLeod, Candice Petgrave, Juliana Samuel, Trevor A. Smith, Tiersa Smith-Hall, Evora Mais Thompson, Sumit Verma, Nadane Y. Wright

        Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with: - An array of Caribbean case studies; - Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean; - References of best practices to address critical issues affecting the delivery of a quality customer experience. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.

      • Trusted Partner
        Humanities & Social Sciences
        January 2024

        The urban life of workers in post-Soviet Russia

        Engaging in everyday struggle

        by Alexandrina Vanke

        Despite the intense processes of deindustrialisation around the world, the working class continues to play an important role in post-industrial societies. However, working-class people are often stigmatised, morally judged and depicted negatively in dominant discourses. This book challenges stereotypical representations of workers, building on research into the everyday worlds of working-class and ordinary people in Russia's post-industrial cities. The urban life of workers in post-Soviet Russia is centred on the stories of local communities engaged in the everyday struggles that occur in deindustrialising settings under neoliberal neo-authoritarianism. The book suggests a novel approach to everyday life in post-industrial cities. Drawing on an ethnographic study with elements of arts-based research, the book presents a new genre of writing about workers influenced by the avant-garde documentary tradition and working-class literature.

      • Trusted Partner
      • Trusted Partner
        Humanities & Social Sciences
        July 2021

        Post-everything

        An intellectual history of post-concepts

        by Herman Paul, Adriaan van Veldhuizen

        Postmodern, postcolonial and post-truth are broadly used terms. But where do they come from? When and why did the habit of interpreting the world in post-terms emerge? And who exactly were the 'post boys' responsible for this? Post-everything examines why post-Christian, post-industrial and post-bourgeois were terms that resonated, not only among academics, but also in the popular press. It delves into the historical roots of postmodern and poststructuralist, while also subjecting more recent post-constructions (posthumanist, postfeminist) to critical scrutiny. This study is the first to offer a comprehensive history of post-concepts. In tracing how these concepts found their way into a broad range of genres and disciplines, Post-everything contributes to a rapprochement between the history of the humanities and the history of the social sciences.

      • Trusted Partner
        The Arts
        September 2024

        The renewal of post-war Manchester

        Planning, architecture and the state

        by Richard Brook

        A compelling account of the project to transform post-war Manchester, revealing the clash between utopian vision and compromised reality. Urban renewal in Britain was thrilling in its vision, yet partial and incomplete in its implementation. For the first time, this deep study of a renewal city reveals the complex networks of actors behind physical change and stagnation in post-war Britain. Using the nested scales of region, city and case-study sites, the book explores the relationships between Whitehall legislation, its interpretation by local government planning officers and the on-the-ground impact through urban architectural projects. Each chapter highlights the connections between policy goals, global narratives and the design and construction of cities. The Cold War, decolonialisation, rising consumerism and the oil crisis all feature in a richly illustrated account of architecture and planning in post-war Manchester.

      • Trusted Partner
        Literature & Literary Studies
        May 2000

        Henry V

        by James Loehlin

        This study examines the profound changes that twentieth-century performance has wrought on Shakespeare's complex drama of war and politics. What was accepted at the turn of the century as a patriotic celebration of a national hero has emerged in the modern theatre as a dark and troubling analysis of the causes and costs of war. The book details the theatrical innovations and political insights that have turned one of Shakespeare's most traditional-bound plays into one of his most popular and provocative. Henry V gives details analyses of several important modern productions. Beginning with a consideration of the play's political significance in Elizabethan London, the book goes on the reveal its subsequent reinvention, both as patriotic pageant and anti-war manifesto. Individual chapters consider important productions by the Royal Shakespeare Company, and other British and North American companies, as well as the landmark film versions. A compelling account of the theatrical revolution that has transformed one of Shakespeare's most challenging plays. ;

      • Trusted Partner
        Literature & Literary Studies
        July 2018

        Shakespeare and Scotland

        by Willy Maley, Andrew Murphy

      • Trusted Partner
        Literature & Literary Studies
        December 2005

        Graham Swift

        by Daniel Lea, Susan Williams

        This book offers an accessible critical introduction to the work of Graham Swift, one of Britain's most significant contemporary authors. Through detailed readings of his novels and short stories from 'The Sweet Shop Owner' (1980) to 'The Light of Day' (2003), Daniel Lea lucidly addresses the key themes of history, loss, masculinity and ethical redemption, to present a fresh approach to Swift. This study proposes that one of the side-effects of modernity has been the destruction of traditional pathways of self and collective belief, leading to a loss of understanding between individuals about their duties to each other and to society. Swift's writing returns repeatedly to the question of what we can believe in when all the established markers of identity - family, community, gender, profession, history - have become destabilised. Lea suggests that Swift increasingly moves towards a notion of redemption through a lived ethical practice as the only means of finding solace in a world lacking a central symbolic authority. ;

      • Trusted Partner
      • Trusted Partner
        1970

        A. W. Schlegels Shakespeare-Übersetzung

        Untersuchungen zu seinem Übersetzungsverfahren am Beispiel des Hamlet

        by Gebhardt, Peter A

      • Trusted Partner
        Teaching, Language & Reference
        May 2025

        US diplomacy and the Good Friday Agreement in post-conflict Northern Ireland

        by Richard Hargy

        Richard Haass and Mitchell Reiss, as autonomous diplomats in the George W. Bush State Department, were able to alter US intervention in Northern Ireland and play critical roles in the post-1998 peace process. Their contributions have not been fully appreciated or understood. The restoration of Northern Ireland's power-sharing government in 2007 was made possible by State Department-led intervention in the peace process. There are few references to Northern Ireland in work examining the foreign policy legacy of the George W. Bush presidency. Moreover, the ability to control US foreign policy towards the region brought one of George W. Bush's Northern Ireland special envoys into direct diplomatic conflict with the most senior actors inside the British government. This book will uncover the extent of this fall-out and provide original accounts on how diplomatic relations between these old allies became so fraught.

      • Trusted Partner
        Literature & Literary Studies
        November 2021

        Shakespeare and the denial of territory

        by Pascale Drouet

      • Trusted Partner

        SIGILS

        Illustrated Guide to the Symbols of Spirit and Thought

        by M B Jackson

        Sigils are symbolic icons designed for a specific magical purpose. In modern times, Chaos magi-cians employ Sigils as Monograms of Thought, psychological symbols of intent and desire, created by the conjuror in their personal quest of mystical exploration. Fully illustrated guides to these magic symbols accompany full explanations from down through the millenia.

      • Trusted Partner
        October 1998

        Der Soldat James Ryan

        Der Roman zum Film nach dem Drehbuch von Robert Rodat

        by Collins, Max A

      • Trusted Partner
        Literature & Literary Studies
        April 2023

        Charles Dickens and Georgina Hogarth

        A curious and enduring relationship

        by Christine Skelton

        Charles Dickens called his sister-in-law Georgina Hogarth his 'best and truest friend'. Georgina saw Dickens as much more than a friend. They lived together for twenty-eight years, during which time their relationship constantly changed. The sister of his wife Catherine, the sharp and witty Georgina moved into the Dickens home aged fifteen. What began as a father-daughter relationship blossomed into a genuine rapport, but their easy relations were fractured when Dickens had a mid-life crisis and determined to rid himself of Catherine. Georgina's refusal to leave Dickens and his desire for her to remain in his household led to rumours of an affair and even illegitimate children. He left her the equivalent of almost £1 million and all his personal papers in his will. Georgina's commitment to Dickens was unwavering but it is far from clear what he did to deserve such loyalty. There were several occasions when he misused her in order to protect his public reputation. Why did Georgina betray her once much-loved sister? Why did she fall out with her family and risk her reputation in order to stay with Dickens? And why did the Dickenses' daughter Katey say it was 'the greatest mistake ever' to invite a sister-in-law to live with a family?

      • Trusted Partner
        Sport & leisure industries
        March 2003

        Service Quality in Leisure and Tourism

        by Christine Williams, John Buswell

        This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism,including its characteristics and typology. Suitable for students and researchers, it shows how to evaluate critically the numerous quality management systems and techniques available within the context of the leisure and tourism business environment.

      • Trusted Partner
        Humanities & Social Sciences
        February 2018

        How to save politics in a post-truth era

        by Ilan Zvi Baron

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