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In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset. Arguing that...

This book examines the ways in which universities can play a crucial role in inclusive development, social innovation and social entrepreneurship. It aims to prove the importance of inclusive development and inclusive innovation on economic growth and demonstrate the ways in which universities can be pioneers in this area through initiatives in social responsibility and social innovation. For example, providing access to a university education without discrimination of race, gender, income status, or other factors would help to diminish the increasing income differentials currently being...

Today, men and women all over the world are experiencing higher stress levels as a result of poor or reduced sleep. According to author Claes Zell, the answer to this problem could be as simple and enjoyable as stretching and targeted exercise.

After years of self- experience practicing, Zell discovered that many who suffer from insufficient deep sleep complain of the same issues-restlessness, stiff limbs, and difficulty reaching the pre-sleep alpha rhythm. With this information, Zell has developed an effective ten-minute program (minimum) design to target and lengthen specific muscle...

Non-suicidal self-injury and eating disorders represent significant problems among today's youth and pose unique challenges for clinicians, particularly when they co-occur. This book is a rare resource in that it provides cutting-edge information on the interactions between self-injury and disordered eating, empirically informed treatments for the co-occurrence of these behaviors, and specific topics relevant to understanding nuances in the risk factors, treatment, and prevention of both self-injury and eating disorders. Practitioners, graduate students, and researchers working within this...

In September 2010, the Cuban government decided to embark on an economic reform program, unprecedented after the Revolution in 1959. This opened up opportunities for Cuban economists and scholars to participate in the development of the reform program. Thanks to grants from SSRC (Social Sciences Research Council, New York) and the Norwegian Ministry of Foreign Affairs, several researchers from the Cuban think tank CEEC (Center for Studies of the Cuban Economy, Havana) got an opportunity to visit countries that could be of interest for the reform process, notably Vietnam, but also Brazil,...

Today, men and women all over the world are experiencing higher stress levels as a result of poor or reduced sleep. According to author Claes Zell, the answer to this problem could be as simple and enjoyable as stretching and targeted exercise.

After years of self- experience practicing, Zell discovered that many who suffer from insufficient deep sleep complain of the same issues-restlessness, stiff limbs, and difficulty reaching the pre-sleep alpha rhythm. With this information, Zell has developed an effective ten-minute program (minimum) design to target and lengthen specific muscle...