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Современный экономический словарь
Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании Спросите себя: чего хотят клиенты, проснувшись утром? Связаться с сервисным отделом компании или просто пользоваться ее продуктами и услугами? Ответ очевиден, не так ли? Безупречный, с точки зрения клиента, сервис незаметен - эта идея лежит в основе книги "Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании". Чтобы достичь подобного уровня сервиса, необходимо кардинально изменить поведение, стратегию и систему оценки. Усилия будут оправданы: результатом станет повышение уровня удовлетворенности не только клиентов, но и персонала, снижение эксплуатационных расходов и, как следствие, рост прибыли. Авторы полностью меняют традиционный взгляд на культуру обслуживания, предлагают конкретные инструменты и методы. Книга будет интересна руководителям компаний, специалистам по продажам, а также всем сотрудникам отделов по обслуживанию клиентов.
The Politics of the World-Economy the States the Movements and the Civilizations (Studies in Modern Capitalism =) In these essays, written (with one exception) between 1978 and 1982, Immanuel Wallerstein elaborates on the political and theoretical implications of the world-systems perspective outlined in his celebrated books The Modern World-System and The Capitalist World-Economy. Whereas those books centred on the historical development of the modern world-system, the essays in this volume explore the nature of world politics in the light of Wallerstein's analysis of the world-system and capitalist world-economy. Throughout, the essays offer new perspectives on the central issues of political debate today: the roles of the USA and the USSR in the world-system, the relations of the Third World states to the capitalist 'core', and the potential for socialist or revolutionary change. Different sections deal with the three major political institutions of the modern world-system: the states, the antisystemic movements, and the civilizations. The states are a classic rubric of political analysis. For...
Bargaining and Market Behavior: Essays in Experimental Economics This second collection of papers by Vernon L. Smith, a creator of the field of experimental economics, includes many of his primary authored and coauthored contributions on bargaining and market behavior between 1990 and 1998. The essays explore the use of laboratory experiments to test propositions derived from economics and game theory. They also investigate the relationship between experimental economics and psychology, particularly the field of evolutionary psychology, using the latter to broaden theperspective in which experimental results are interpreted. Specific themes investigated include rational choice, the notion of fairness, game theory and extensive form experimental interactions, institutions and market behavior, and the study of laboratory stock markets.
Money and Power: The History of Business Where there?s greed and ambition you?ll find . . . Money & Power From the pivotal spice trade routes to the streets where merchants sold their wares . . .from the royal court of Spain where a faulty economic plan led to ruin to early American industrial capitals and assembly lines . . . from the fever pitch of Wall Street to the groundbreaking moments in television and motion picture history. CNBC?s acclaimed documentary Money and Power deftly traces the movement of trade, banking, industry, and commerce from East to West, from ancient times to modern. Now this companion book provides an expansive global view of the moguls and dynasties that have defined business in the last millennium. Featuring a Foreword by the documentary?s award-winning creator, David Grubin, Money and Power offers important lessons that are of timeless value?and inspiration for the next generation of groundbreakers and visionaries of business. "You may think a...
Decision Making: Descriptive, Normative, and Prescriptive Interactions The analysis of decision making under uncertainty has again become a major focus of interest. This volume presents contributions from leading specialists in different fields and provides a summary and synthesis of work in this area. It is based on a conference held at the Harvard Business School. The book brings together the different approaches to decision making - normative, descriptive, and prescriptive - which largely correspond to different disciplinary interests. Mathematicians have concentrated onrational procedures for decision making - how people should make decisions. Psychologists have examined how poeple do make decisions, and how far their behaviour is compatible with any rational model. Operations researchers study the application of decision models to actual problems. Throughout, the aim is to present the current state of research and its application and also to show how the different disciplinary approaches can inform one another and thus lay the foundations for the...
The Rise of Financial Capitalism: International Capital Markets in the Age of Reason (Studies in Monetary and Financial History) This work establishes the existence of a sophisticated and smoothly functioning system of financial markets in the mercantile states of northwestern Europe throughout the 1700s. Based on computer analysis of thousands of price quotes from the financial press of the eighteenth century, the results should force both historians and economists to reevaluate their understanding of the evolution of financial markets and their importance for the economic developments of that era.
Theories of Value and Distribution Since Adam Smith; Ideology and Economic Theory Mr Dobb examines the history of economic thought in the light of the modern controversy over capital theory and, more particularly, the appearance of Sraffa's book The Production of Commodities by Means of Commodities, which was a watershed in the critical discussions constituted a crucial turning-point in the history of economics: an estimate not unconnected with his reinterpretation of nineteenth-century economic thought as consisting of two streams or traditions commonly confused under the generic title of 'the classical tradition' against which Jevons so strongly reacted.
Topics in Microeconomics: Industrial Organization, Auctions and Incentives This book in microeconomics focuses on the strategic analysis of markets under imperfect competition, incomplete information, and incentives. Part I of the book covers imperfect competition, from monopoly and regulation to the strategic analysis of oligopolistic markets. Part II explains the analytics of risk, stochastic dominance, and risk aversion, supplemented with a variety of applications from different areas in economics. Part III focuses on markets and incentives under incomplete information, including a comprehensive introduction to the theory of auctions, which plays an important role in modern economics.
Life on the English Manor (Studies in Mediaeval Life & Thought) This book gives a picture of the daily and yearly round of the English peasant in the Middle Ages. H. S. Bennett explains the feudal system which linked the poor man to the soil and to the service of his lord and the church in a pattern of customary duesand rights, payments, labours and small privileges. The author gives lively details of the pattern of medieval country life: the influence of the seasons and the state of contemporary knowledge on the work of the fields; the place of religion in everydaylife; the workings of feudal justice; popular attitudes to the social structure; the business of getting a living. Since all the inhabitants of England outside the few large towns were essentially countrymen, this is an introduction to life in medieval England as a whole.