経営学・会計学 — 全 下位分類

This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance.

This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks.

Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.

Combine brand and experience into a single, exciting whole to drive growth

The Digital Transformation era has come and gone. Experiential concepts like personalization, transparency, transference, uniquity, and immediacy are now table stakes in an increasingly connected and responsive market. Companies that failed to ante up are already gone-or fading fast.

In Make Your Brand Matter, serial entrepreneur and brand strategist Steve Soechtig delivers an eye-opening discussion of the post-Digital Transformation era in which we now live. The book walks you through the evolution of brand and experience, leveraging examples of historical and digitally native brands that have succeeded and failed to seize the digital moment.

You'll discover brands that enabled new customer acquisition, customer value optimization, and customer loyalty, all the while realizing that brand and experience are two sides of the same coin. The book also offers:

• Strategies, techniques, and activities for teams to capture digital opportunities
• Discussions of why brand and experience reinforce one another and how experiences must embrace, reflect, and enforce brand identity
• Tactics to accelerate the customer's progression from evaluator to loyal advocate

Make Your Brand Matter is an essential resource for marketing professionals. It also belongs on the bookshelves of company founders, owners, managers, executives, and other business leaders seeking to develop their organization's ability to marry brand and experience into one coherent and exciting package.

eMarketing, 9th edition, equips students with the solid foundation in digital marketing required to excel in practice and "think like a marketer".

The book connects digital marketing topics with the traditional marketing framework, making it easier for students to grasp the concepts and strategies involved in developing a digital marketing plan. With a strategic approach that focuses on performance metrics and monitoring, it is a highly practical book. The 9th edition has been fully updated to include the most cutting-edge trends and topics, including SEO, customer experience, digital media consumption, analytics, big data and AI, and diversity and ethics. Case studies and examples have been updated across the book to demonstrate marketing practice in real organizations globally. Pedagogical features support the theoretical foundation throughout, incorporating "success stories" and "let's get technical" boxes, as well as activities at the end of each chapter, to aid students in their understanding of, and ability to execute, successful digital marketing strategies.

Highly regarded and comprehensive, this textbook is core reading for undergraduate students studying digital marketing and digital business. Online resources include PowerPoint slides and a test bank.

We know how eager you are to learn practical workplace skills at university so that you are "job ready" following graduation. In marketing, one of the most practical things you can learn how to do is create a sound marketing plan.

This new book guides you concisely through the marketing planning process from start to finish, drawing on examples from large brands like Ikea and Krispy Kreme to digital start-ups like Starling Bank. Features a running case study about a small services business that breaks the marketing plan down into easy to digestible chunks. A dedicated chapter on marketing strategy concepts to help you understand how they link to market, firm or decision-related factors. Self-test questions and scenarios with tasks throughout make for an active learning experience.

Practical in its step-by-step approach and inclusion of activities and scenarios and written simply whilst still underpinned by marketing strategy scholarship, this book will help you to develop your marketing decision-making throughout by learning key skills such as how to do a SWOT analysis and how to budget and forecast correctly.

Supported by online resources for lecturers including PowerPoint slides, an instructor's manual and a suggested syllabus.

In a world that is subject to rapid change and cascading crises this book considers the vital importance of local communities to grounded, just and sustainable tourism futures. Embracing local tourism as relational, the contributors examine how tourism can be reoriented to better connect people, place and planet. This local turn starts by centring local communities at the heart of tourism and identifies ways to ensure local community rights and benefits in tourism. Presenting concepts, case studies and practitioner insights, the chapters explore what putting locals first might mean; the constraints of markets and the promise of alternatives; 'tours' and 'turns' offering possibilities for circles, cycles and connections; approaches for democratising tourism; and building an ethos of relatedness through a relational imperative to face the future together.

The introduction and Chapter 1 are free to download as open access publications under a CC BY NC ND licence. You can access them here:
Freya Higgins-Desbiolles and Bobbie Chew Bigby: Introduction: Embracing the Local Turn in Tourism to Empower Communities: https://zenodo.org/record/7234710#.Y1Kd8nbMLcs
Chapter 1. Bobbie Chew Bigby, Joseph Edgar and Freya Higgins-Desbiolles: Place-based Governance in Tourism: Placing Local Communities at the Centre of Tourism: https://zenodo.org/record/7234717#.Y1KpinbMLcs

Hospitality Security: Managing Security in Today's Hotel, Nightlife, Entertainment, and Tourism Environment, Second Edition provides experience-based, proven methods for preventing and resolving the challenges faced by today's hospitality security staff and leadership.

The lodging component of a hospitality environment creates challenges to the security professional by its complex set of assets and amenities-especially when combined with gaming environments. Whether the reader is establishing, or improving, a professional, proactive proprietary security force, or the manager of a boutique hotel, the practical methods described herein are applicable to everyone. Author Darrell Clifton takes the reader through a logical and methodical process to first evaluate what risks are inherent to hospitality environments, how to assess those risks through threat and vulnerability assessments and methods to mitigate, eliminate, or transfer them.

The book stresses the importance of prevention and investigation into the root causes of incidents as a tool for avoiding future undesirable events. This is especially important in that each registered guest brings with them their own unique set of circumstances, family values, problems, and social issues. The security function must operate to protect their individual rights, their right to privacy, and their desire to enjoy the facilities they are patronizing while contributing to the revenue stream. This must be balanced with the obligation, or duty, to provide reasonable care from foreseeable harm by the hotel to avoid incidents and litigation. Clifton, an experienced industry veteran, clearly establishes and identifies practical, reasonable, and cost-effective ways to accomplish this balancing of guest enjoyment with guest protection.

This new edition includes expanded content on premises liability, security force behavioral recognition, workplace violence, active shooter scenarios, evacuation planning, social media and guest reviews, and hotel scams. Additional coverage on nightclubs and bars has been added including four entirely new chapters on specialized security for events and venues, crime prevention through environmental design (CPTED), advances in technology, and industry trends for the gaming and hospitality sector.

Ideal for novices and veterans alike, Hospitality Security, Second Edition is an accessible, reader-friendly reference that enables security directors to evaluate what risks are inherent to hospitality environments, to analyze those risks through threat and vulnerability assessments, and to develop methods to mitigate or eliminate them-all the while keeping customers and personnel safe and improving the bottom line.

Taking a critical approach to the air passenger experience, this book considers the representations, embodied practices and materialities of air travel. Concerned with the politics and social justice issues of travel and mobility, it examines the passenger and their experience of the airport, fellow passengers, flying during the COVID-19 pandemic, and response to the issue of air travel sustainability. It explores the diverse experiences of those with a disability or fear of flying. The volume brings the journey to the fore as a complex and meaningful experience, filling a gap in the social science research of tourist behaviour where, traditionally, the focus has been the destination experience. The book will be of interest to scholars from a range of social science disciplines and fields of study including tourism studies, mobility studies, cultural studies, and disability studies.

This book draws on case studies of language management within British organisations to examine the decisions they make about language diversity in their professional communications in order to be successful in a multilingual world. It explores the practices that the organisations use to manage language diversity in interorganisational relationships, and why certain practices occur in some situations and not others. The book highlights how organisations rely on individual employees to perform a variety of language tasks and the implications of this; the effect of English as a global lingua franca; and the translation challenges which organisations face. The book demonstrates that practices to manage language diversity are often a result of the resources organisations have at given moments in time, rather than being part of a deliberate language management strategy.

This book explores the swiftly emerging nexus between sustainability, finance, and technology.

Leading practitioners and academic thought leaders reflect on the ways in which technology and digitalization shape how sustainable finance professionals address environmental, social, and governance (ESG) issues. Together, the contributors identify three spheres in which technology shapes how investors make sense of such issues:

• ESG and technology: finance professionals need to know about how technological innovations, such as chemical recycling for plastics, in the real economy shape firms' ESG performance;
• ESG through technology: technological developments, such as AI and blockchain, can enable finance professionals to offer more fine-grained ESG analyses; and
• ESG as technology: the ESG agenda itself is influenced by technological developments that are not well understood by practitioners (e.g., data mining for Bitcoin creating significant emissions).

Using practically relevant examples and recent insights from people working in the field, the book explores the linkages between sustainability, technology, and finance in different contexts and shows how practitioners can accelerate needed change processes.

This book primarily addresses practitioners in companies and investment firms as well as students enrolled in executive education and MBA programs.

Logistics refers to the processes that start with resources and their acquisition, storage, and transportation to their destination. The concept is crucial in business -- particularly for the manufacturing sector -- to understand, manage, and control how resources are handled and progress through the whole supply chain. Now, there is a strong trend to focus on sustainability and eco-friendly solutions in logistics. Processes based on both technology and management need innovations and detailed implementation steps to achieve a satisfactory level of sustainability.

This book explores how and where innovations can be implemented to provide a wide approach to sustainability in logistics. It addresses the main challenges affecting modern and sustainable logistics and supply chains and is organized according to six main themes: supply chain management; information intelligent hubs (e.g. warehouse and cities); sustainable transportation; technology for logistics; reverse logistics; and city logistics. The key results presented are based on both extensive types of research and business cases. The overarching advanced logistics and supply chain concepts at the heart of this book contribute to a sustainable intelligent logistics and transport system by making it more efficient, reliable, environmentally friendly, and competitive.

Essentially, this book presents the most current research related to sustainability in logistics activities and addresses the theoretical background of sustainability and its significance for logistics, the challenges in supply chains and transportation, and possible solutions for more sustainable logistics systems.

This book explores international human resource management (IHRM) practices in the contexts of high uncertainties. It encompasses situations of financial crisis, political and civil uncertainty, environmental collapse and recession.

Research on unstable and unpredictable contexts on business and HRM remain relatively scarce and scattered across disciplines. This volume brings together recent thinking from a range of different perspectives and methodologies. MNEs are often distinguished by the supposedly superior ability to implement highly tactical, more robust talent management practices, including work-based, HRM-led and international systems, in line with the rest of their worldwide operations; however, they often fall short. The chapters in this book explore the how, why, and when. At a theoretical level, this collection brings together developments and extensions of a range of salient theories. They explore common methodological challenges and ways forward for future researchers on HRM in high contextual uncertainty.

The chapters in this book were originally published as a special issue of The International Journal of Human Resource Management.

This book unravels the mysteries and confusion surrounding Millennials. They are now the largest group in the labor force and their presence redefines the workplace for many organizations. Many older workers, who struggle to understand Millennials, often define them by stereotypes rather than their actual attributes. The historical and social events that occurred when Millennials were growing up are reviewed, which can result in traits and values specific to this cohort. The research behind this book explores the conflict styles of Millennials compared to Generation Xers and Baby Boomers - the unique strategies they are likely to use to address conflict in the workplace. This book shares the results of interviews and focus groups providing first-hand accounts from Millennials and non-Millennials about their work interactions. And the results from approximately 11,000 test-takers of the Thomas-Kilmann Conflict Mode Instrument provide fascinating findings about generational differences in conflict styles. Millennials grew up with technology at their fingertips and tend to avoid conflict and seek advice from their online support groups. The book will also dig into Millennials' powerful use of social media and how they use it to further their causes. They have a strong desire to know what's happening now and find it difficult to "turn off." This book explores generational differences and finds an increase in unassertive styles in Millennial males. This work shares what Millennials want and value in a workplace and what employers can do to recruit and retain this valuable cohort. Millennials' diversity, political and social engagement, and the implications for the broader society are explored. This research fills an important gap in the research on generational cohorts and conflict management and provides valuable information to scholars and practitioners alike.

Employability is attracting growing attention from researchers and practitioners alike given the contemporary employment landscape - one characterized by technological changes, ageing populations, and competitive organizational environments. This interest is in part motivated by the realisation that employability implies a win-win situation as employable workers have stocks of knowledge, skills, and abilities, and they are flexible and open to change. However, the role of the employer and specifically their investments in Human Resource Management policies and practices are largely absent in the current employability discourse. Employability is usually regarded as an individual asset in which employees carry almost all responsibility for employability maintenance and development. Remarkably little has been done to remedy the neglect of the employer perspective and advance knowledge and practice.

This book brings together contributions from an international team of renowned management scholars who explore how Human Resource Management investments affect workers' employability. Drawing on empirical evidence from all over the world, this book informs researchers, practitioners, and students in the fields of business and management, especially those with a particular interest in HRM and organizational behaviour.

The chapters in this book were originally published as a special issue of The International Journal of Human Resource Management.

This book on human resource management (HRM) research builds upon and extends the work of Professor David P. Lepak who was the Berthiaume Endowed Chair of Business Leadership in the Isenberg School of Management at the University of Massachusetts Amherst. Professor Lepak was an internationally renowned HRM scholar who believed in giving back to his profession and was committed to introduce his research findings to students as well as the business community.

In addition to being a tribute to Professor Lepak and his work, this volume aims to help organizations and managers understand how to use human resource management to benefit employees while achieving organizational effectiveness. The chapters in this volume focus on strategic management of human capital resources, strategic HRM and multilevel HRM -areas of research that were central to Professor Lepak's academic contributions. These chapters together provide important theoretical and practical implications for understanding how organizations can use HRM to generate and utilize their strategic human capital resources and how HRM interacts with internal and external factors to influence important employee and organizational outcomes.

The chapters in this book were originally published as a special issue of The International Journal of Human Resource Management.

Bringing together critical race, queer and decolonial analytical approaches, visual analysis, and multimodal discourse analysis, this book explores the discursive strategies deployed by African luxury brands in an age of cross-platform, intertextual branding.

Building on literature examining the aesthetics and politics of African luxury, this book demonstrates how leading African luxury brands create visual material speaking to complex sensibilities of culture, nature, and future. Iqani shows how powerful brand narratives and strategies reveal ethical and ideological messages that function to re-position Africa in an increasingly congested global marketplace of ideas. In acknowledging that there is a strong political validity to recognizing the importance of African brands staking their claim in luxury, this book also problematizes the role these brands play in the promotion of luxury discourses, advancing the project of capitalism and their contribution to broader patterns of inequality.

Shedding new light not only on luxury branding strategies but also on the idea of a luxurious global "Africanicity" and on the complex cultural politics of South Africa, African Luxury Branding will be of interest to advanced students and researchers in disciplines, including Critical Advertising Studies, African Studies, Media and Communications.

This timely handbook critically examines the development and role of tourism in small Pacific Island states located across Melanesia, Micronesia and Polynesia. The volume presents an expansive evaluation of current issues, challenges and potentialities for the 13 self-governing states.

Interdisciplinary in coverage and borne of a varied and international authorship, this handbook incorporates 27 specifically commissioned and original contributions. Structured into four thematic sections and embellished with insightful tables and illustrations throughout, the overarching ethos of this volume is to contribute to framing the role of tourism, tourism development and the tourism industry within the context of self-governing Pacific Island states faced with the challenge of pursuing an independent path of development. In doing so, the work highlights and deciphers various tourism development perplexities in the Pacific, examining closely the intersecting sociocultural, geopolitical, environmental, organizational, operational and strategic challenges. This volume, thus, discusses a range of issues: facilitators and inhibitors of tourism growth and development; climate change, ecological concerns, and eco-tourism; non-tourism and undertourism; crisis management and the COVID-19 virus; transportation and tourism infrastructural concerns; tourism policy and planning (including tourism governance); sectoral links between tourism; food and agriculture; gender and micro-entrepreneurship; community management and participation; cultural and natural heritage sites; and the handicraft industry. The work pays critical attention to the various trajectories of sustainable tourism and the United Nations Sustainable Development Goals. Despite the many challenges and concerns raised, the book implicates the importance of good governance, progressive post-COVID-19 recovery strategies and directives, and creative and imaginative options in the successful development, re-development and advancement of tourism.

As a definitive reference resource for this subject area, this handbook will be of great interest to students, researchers and academics within tourism, development studies, geography, Pacific studies, sustainability and environmental studies.

This book provides a guide to navigating the paradoxical tensions of organisational resilience and presents a framework to aid individuals and businesses to become more open-minded, flexible, and mindful in managing the unexpected.

The book offers the reader pragmatic and insightful means to achieve a 'state' of organisational resilience, making use of current research data that shows how managers anticipate and respond to actual and near-miss incidents. Grounded in the day-to-day reality of managers, the goal of this book is to offer a unique theoretical framework as a platform for practical application for the improvement of organisational outcomes. It provides insights into ten key capabilities that enable the reader to set up a successful program of organisational resilience, taking a cross-cutting approach and focusing on implementation while having solid foundations in theory.

This is an ideal book for advanced students and executive education courses in risk management, crisis management, and business continuity, as well as thoughtful practitioners.

The Routledge Handbook of Borders and Tourism examines the multiple and diverse relationships between global tourism and political boundaries. With contributions from international, leading thinkers, this book offers theoretical frameworks for understanding borders and tourism and empirical examples from borderlands throughout the world.

This handbook provides comprehensive overview of historical and contemporary thinking about evolving national frontiers and tourism. Tourism, by definition, entails people crossing borders of various scales and is manifested in a wide range of conceptualizations of human mobility. Borders significantly influence tourism and determine how the industry grows, is managed, and manifests on the ground. Simultaneously, tourism strongly affects borders, border laws, border policies, and international relations. This book highlights the traditional relationships between borders and tourism, including borders as attractions, barriers, transit spaces, and determiners of tourism landscapes. It offers deeper insights into current thinking about space and place, mobilities, globalization, citizenship, conflict and peace, trans-frontier cooperation, geopolitics, "otherness" and here versus there, the heritagization of borders and memory-making, biodiversity, and bordering, debordering, and rebordering processes.

Offering an unparalleled interdisciplinary glimpse at political boundaries and tourism, this handbook will be an essential resource for all students and researchers of tourism, geopolitics and border studies, geography, anthropology, sociology, history, international relations, and global studies.

This book bridges the gap between theory and practice, incorporating real-world case studies to show how organisations and leaders can adapt after the global unrest and uncertainty caused by the COVID-19 pandemic and more recent challenges. Drawing from expert opinions across the world to highlight the current challenges and opportunities within this sector, it explores how these ideas can be effectively applied within the workplace.

The book covers a wealth of topical and relevant themes that include defining wellbeing in a modern world, toxic leadership, mental health first aid, the application of positive psychology, and what the 'new normal' might look like. Together, these contributions offer a rich look into how Occupational Health and Wellbeing practices have developed, struggled and thrived. The COVID-19 pandemic forced many organisations to adapt fast and became the most significant accelerator in recent times for embracing, enhancing and improving employee health and wellbeing. Understanding this, the book demonstrates how Occupational Health and Wellbeing continues to rise on the corporate agenda as a key contributor to employee satisfaction, engagement and retention, increased financial stability and overall organisational success.

The book is essential reading for senior executives, leaders and professionals involved in occupational health, human resources, health, safety and wellbeing, people support, people development, employee assistance, counselling as well as students within organisational and occupational psychology.

Society 5.0 is a human-centered community where integrated systems operate throughout society to secure comfort in all aspects of life, from energy and medical care, to education, work, and leisure. Blockchain technologies enable the streamlining of supply chain processes and information sharing among various industries. This book presents recent research on the adaptation and implementation of Blockchain technologies in supply chain management in Society 5.0. It discusses different applications of blockchain, its important role in connecting information technology and artificial intelligence with human lives, the challenges, and the future of supply chain management for societal improvements.