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Carefully structured to link information directly to the CIM syllabus, this coursebook text offers a range of cases, questions, activities, definitions and study tips to support and test your understanding of the theory. Each coursebook includes access to Marketingonline.co.uk for further support.
This study text focuses on marketing communications. It is part of a range of CIM study texts which carry the full recommendation of the CIM examiners.
The 2008 U.S. election was arguably the most important election of our lifetime: the first African American president was elected to office; the candidacy of Sarah Palin marked only the second time that a major party ticket included a female; and the electoral performance of young citizens - digital natives, greatly attracted by digital media - signaled the highest turnout in a long time.Taking all these issues into consideration, this book offers a landmark examination of the 2008 election from a global perspective, with emphasis on the wide range of digital media utilized by the campaigners and how campaign communication influenced young citizens. The authors argue that the use of digital technologies in the campaign, and the success of Barack Obama in attracting young voters to his cause, provides an excellent case study - perhaps something of a turning point in campaign communication - for carefully examining the emerging role of digital political media, and a continuing renewal in young citizens' electoral engagement. The wide-ranging contributions to this volume provide a comprehensive examination of a historic political campaign and election. The book's findings offer revealing answers regarding the content and effects of various forms of political campaign communication, and raise questions and possibilities for future research.
This book constitutes the thoroughly refereed post-conference proceedings of the 5th International ICST Conference, SecureComm 2009, held in September 2009 in Athens, Greece. The 19 revised full papers and 7 revised short papers were carefully reviewed and selected from 76 submissions. The papers cover various topics such as wireless network security, network intrusion detection, security and privacy for the general internet, malware and misbehavior, sensor networks, key management, credentials and authentications, as well as secure multicast and emerging technologies.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
The concept of risk in global life has not been fully understood and explored and this book attempts to examine what it entails in the fast changing, interconnected and complex world. As a foundational component of safety systems, risk has been considered relatively simple, predictable, and therefore, assessable and manageable phenomenon. Social and political sciences prefer the terminology of security to capture the dimension of risk which is more complex and more consequential to survival. Risk has become more human-made and intentional today, and this book explores innovative approaches and engages in theoretical and policy debates to capture its political and security dimensions.
ItOs All Who You Know When Working the System HereOs How to Get to Know the Right People The worldOs attention turned to the U.S. Capitol on January 20, 2009, when Barack Obama took the Presidential oath of office. But inside the building, changes had already taken place that would have broad implications for his agenda. The 111th Congress had convened on January 6 with a far stronger Democratic majority than the one that had preceded it. Their ambitious legislative agenda requires the assistance of their staffs to prepare them for all the important issues on the legislative table. Thus, it is more important than ever to know about senior congressional committee staff members and the role they play in shaping todayOs legislation. While members of the House of Representatives and the Senate enact laws, it is often their staffers who exert the greatest influence in the lawmaking process. Staffers advise their elected bosses, establish political positions on issues, craft legislation, put policies in place, and play important roles on scores of congressional committees. The next time you need to find out who is the most effective person to advocate your cause D turn to the InsiderOs Guide for all the answers. Overall it provides access to an important, if not very visible, component of the legislative process. Recommended-CHOICE The InsiderOs Guide to Key Committee Staff of the U.S. Congress contains in-depth profiles on key congressional staff members that you will not find elsewhere. The information provided on these personnel gives you not only the contact information and other pertinent data but also the inside track to those people. These are the staffers who work with and support the representatives and senators in various important roles that help to enact change or refine existing laws and codes that govern our nation. With all the sweeping changes that have taken place since the Obama administration took office, this essential resource has never been more important or more valuable. This new edition features over 125 new profiles and is designed to be the ultimate for quick and easy reference. The InsiderOs Guide is the leading source for information on more than 600 congressional staff members. The profiles included feature: In-depth biographical information Detailed professional history and educational background Staff membersO areas of expertise and committee role Up-to-date contact information and photograph, when available Staffers' own insights as to their committeeOs priorities and special projects during this session of Congress Organized by House, Senate, and Joint committee assignments, youOll find both the person youOre looking for and information on his or her individual impact on legislation and decision-making. With this InsiderOs Guide, youOll never again need to question who is the most effective person to advocate your cause.
This book unravels the how & why of advertising and places the industry in its social, historical & political context. Focusing on key debates, it explores the competitive practices & discourses which govern the industry & those who work in it.