Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the U...
Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the compan...
Describes the organizational transformation occurring at the Washington Suburban Sanitary Commission (WSSC), a public utility. Faced with the possibility of pri...
Commerce Bank has become one of the fastest growing banks in the country, despite having defied conventional wisdom about how to grow deposits. Banks historical...
The CEO initiated a cultural change process at Prudential Financial to support a major business reorientation. Prudential, historically a privately held ("mutua...
byFrances Frei,Corey Hajim,Christian Hemphell
Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to creat...
byFrances Frei,Corey Hajim,Amy Edmondson
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular e...
byFrances Frei,Corey Hajim,Amy Edmondson
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new ...
byJohn Davis,Kelly Mulderry,Corey Hajim,Amy Edmondson
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run busin...
SHORTLISTED FOR THE EDWARD STANFORD ADVENTURE TRAVEL BOOK OF THE YEAROn 1 April 2011, rower and adventurer Sarah Outen set off in her kayak from Tower Bridge ...
SHORTLISTED FOR THE EDWARD STANFORD ADVENTURE TRAVEL BOOK OF THE YEAROn 1 April 2011, rower and adventurer Sarah Outen set off in her kayak from Tower Bridge ...
Powered by the grief of the sudden loss of her father and the determination to live life to the full, in 2009 Sarah became the first woman and the youngest per...
Illuminates the emergence of race as a central concept in philosophy and the social sciences....
Has someone close to you been diagnosed with Bipolar disorder? Have you been diagnosed yourself? If so, then this is the book for you. With a helpful questio...
Written in a highly-accessible question and answer format, this comprehensive and compassionate guide draws on the latest research, a broad range of expert opin...