An 8-step audit to ensure that your organisation stays focused on customer needs The only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans. This audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework...

This book analyses the use of the crucial concept of 'taste' in the works of five major seventeenth-century French authors, Mere, Saint Evremond, La Rochefoucauld, La Bruyere and Boileau. It combines close readings of important texts with a thoroughgoing political analysis of seventeenth-century French society in terms of class and gender. Dr Moriarty shows that far from being timeless and universal, the term 'taste' is culture-specific, shifting according to the needs of a writer and his social group. The notion of 'taste' not only helped to shape a new dominant culture, but also registered...

The notions of virtue and vice are essential components of the Western ethical tradition. But in early modern France they were called into question, as writers, most famously La Rochefoucauld, argued that what appears as virtue is in fact disguised vice: people carry out praiseworthy deeds because they stand to gain in some way; they deserve no credit for their behaviour because they have no control over it; they are governed by feelings and motives of which they may not be aware. Disguised Vices analyses the underlying logic of these arguments, and investigates what is at stake in them. It...

This collection of essays by leading scholars from France, Great Britain and North America is published in honour of Peter Bayley, former Drapers Professor of French at the University of Cambridge and a leading scholar of early modern France. The volume reflects his scholarly interest in the interface between religion, rhetoric and literature in the period 1500 1800. The first three sections of the book are concerned with the early modern period. The contributors consider subjects including the eloquence of oration from the pulpit, the relationship between religion, culture and belief, and...