In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise and... inspiring book by Leonard Berry, our leading service expert, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success. From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company. Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.

Looking deeply into sexuality, suffering, creativity and love, McMahon presents a creative path that will take the reader on a journey of meaningful... reflection on the spiritual dimension of daily life.

This primary source reader for the 20th-Century World course includes the latest scholarship in 20th-century history. Covering topics ranging from... women's suffrage to the Suez Crisis, this text presents a balanced cultural approach within a chronicle of historical events and evidence, thereby promoting critical thinking, sharpening analytical skills, and building student interest. The text's unique, multi-part pedagogical framework guides students through the process of historical inquiry and exploration. Each chapter is organized by "The Problem," "Background," "The Method," "The Evidence," "Questions to Consider," and the "Epilogue." Diverse primary source materials include documents, maps, art, city plans, and statistical data that allow students to analyze events as a historian would. At the end of each chapter, the central theme, or "problem," is tied to contemporary issues.

The third edition has been updated to include the latest information on: the difficulties and successes of the Hubble Space Telescope; the status of... AXAF, SIRTIF, Keck and other new observatories; the solar neutrino problem and the growing importance of solar seismology; the Magellan and Galileo missions, including remarkable photographs of Venus and Gaspra; the supernova SN1987A, with a new prediction of its brightening around the year 2000; the existence of black holes, including new observational evidence, plus descriptions of the supermassive-black hole model of the "central engine" in quasars and active galactic nuclei; galactic collisions and mergers, with new the radio maps and super computer simulations of galaxy-galaxy interactions.

Discovering the Universe is the bestselling brief text for descriptive one-term astronomy courses (especially those with no mathematics prerequisites).... Carried along by the book's vibrant main theme, "the process of scientific discovery," the Ninth Edition furthers the book’s legacy for presenting concepts clearly and accurately while providing all the pedagogical tools to make the learning process memorable.

The third edition has been updated to include the latest information on: the difficulties and successes of the Hubble Space Telescope; the status of... AXAF, SIRTIF, Keck and other new observatories; the solar neutrino problem and the growing importance of solar seismology; the Magellan and Galileo missions, including remarkable photographs of Venus and Gaspra; the supernova SN1987A, with a new prediction of its brightening around the year 2000; the existence of black holes, including new observational evidence, plus descriptions of the supermassive-black hole model of the "central engine" in quasars and active galactic nuclei; galactic collisions and mergers, with new the radio maps and super computer simulations of galaxy-galaxy interactions.

Discovering the Universe is the bestselling brief text for descriptive one-term astronomy courses (especially those with no mathematics prerequisites).... Carried along by the book's vibrant main theme, "the process of scientific discovery," the Eighth Edition furthers the book’s legacy for presenting concepts clearly and accurately while providing all the pedagogical tools to make the learning process memorable.

This unique illustrated edition of a modern-day Indian classic includes previously unpublished pictures by internationally acclaimed photographer... Margaret Bourke-White. In the summer of 1947, the frontier between India and its newly-created neighbor, Pakistan, had become a river of blood, as the post-Partition exodus across the border erupted into violent rioting. In Train to Pakistan, truth meets fiction with stunning impact, as Khushwant Singh recounts the trauma and tragedy of Partition through the stories of his charactersstories that he, his family and friends themselves experienced or saw enacted before their eyes. Sixty years later, in an age where these tensions still lie close to the surface, Bourk-Whites photographs of the Partition illustrate Khushwant Singhs prose with a stark and almost unbearably heart-rending subtext.

For this collection, Stocking has written comments on each of the eight essays included, as well as an introduction providing autobiographical and... historiographical context and an afterword reconsidering major themes of the essays in relation to the recent past and present situation of academic anthropology. The essays themselves address the work and influence of Franz Boas and Bronislaw Malinowski; anthropology's powerfully mythic aspect and persistent strain of romantic primitivism; the contradictions of its relationship to the larger sociopolitical sphere; its problematic integration of a variety of natural scientific and humanistic inquiries; and the tension between its scientific aspirations and its subjectively acquired “data.”

The Study Guide allows students to practice and apply what they have learned in the text through a mix of activities. The Study Guide contains the... following sections for every chapter: learning objectives, reflection questions, key terms, practice tests, crossword puzzles, enrichment activities, further activities, and more.

Discovering the Universe: From the Stars to the Planets engages students with an inquiry-based exploration of the universe and the scientific process.... Developed with a “big picture” approach, the text first explains how the stars, the galaxies, and the entire universe formed, and then discusses planets and other components of our solar system.  Students follow this natural conceptual progression within a proven learning method designed to address misconceptions and build a deep understanding of science and the world around us.

The Study Guide allows students to practice and apply what they have learned in the text through a mix of activities. The Study Guide contains the... following sections for every chapter: learning objectives, reflection questions, key terms, practice tests, crossword puzzles, enrichment activities, further activities, and more.