The story of a ‘rogue unit’ operating within the South African Revenue Service (SARS) became entrenched in the public mind following a succession of sensational reports published by the Sunday Times in 2014. The unit, the reports claimed, had carried out a series of illegal spook operations: they had spied on President Jacob Zuma, run a brothel, illegally bought spyware and entered into unlawful tax settlements.

In a plot of Machiavellian proportions, head of the elite crime-busting unit Johann van Loggerenberg and many of SARS’s top management were forced to resign. Van Loggerenberg’s select team of investigators, with their impeccable track record of busting high-level financial fraudsters and nailing tax criminals, lost not only their careers but also their reputations. Now, in this extraordinary account, they finally get to put the record straight and the rumours to rest: there was no ‘rogue unit’. The public had been deceived, seemingly by powers conspiring to capture SARS for their own ends.

Shooting down the allegations he has faced one by one, Van Loggerenberg tells the story of what really happened inside SARS, revealing details of some of the unit’s actual investigations.

"He either enchants or antagonizes everyone he meets. But even his enemies agree there are three things Ray Kroc does damned well: sell hamburgers, make money, and tell stories." --from Grinding It Out

Few entrepreneurs can claim to have radically changed the way we live, and Ray Kroc is one of them. His revolutions in food-service automation, franchising, shared national training, and advertising have earned him a place beside the men and women who have founded not only businesses, but entire empires. But even more interesting than Ray Kroc the business man is Ray Kroc the man. Not your typical self-made tycoon, Kroc was fifty-two years old when he opened his first franchise. In Grinding It Out, you'll meet the man behind McDonald's, one of the largest fast-food corporations in the world with over 32,000 stores around the globe.

Irrepressible enthusiast, intuitive people person, and born storyteller, Kroc will fascinate and inspire you on every page.

Services, whether online or offline, are important in modern economies in which the understanding is that we ‘are all in services’. Services Marketing, a subset of the field of Marketing, has evolved and developed a range of theories and models, all focused on providing superior service offerings to today’s market and the growing expectations of service delivery. New research provides additional contemporary insights into this dynamic and developing area. This text seeks to address the current research and its managerial implications in both online and offline services. It includes new case studies, integrating new research and new perspectives on the various aspects of services.

The book covers important topics in providing services, including:

• Technology and its role in service marketing
• Customer expectations and perceptions
• Creating customer value
• Services architecture
• Pricing decision-making
• Demand management
• Building customer relationships and loyalty
• Integrated service marketing communication
• Service recovery strategies

Colonial New England was awash in ales, beers, wines, cider and spirits. Everyone from teenage farmworkers to our founding fathers imbibed heartily and often. Tipples at breakfast, lunch, teatime and dinner were the norm, and low-alcohol hard cider was sometimes even a part of children's lives. This burgeoning cocktail culture reflected the New World's abundance of raw materials: apples, sugar and molasses, wild berries and hops. This plentiful drinking sustained a slew of smoky taverns and inns--watering holes that became vital meeting places and the nexuses of unrest as the Revolution brewed. New England food and drinks writer Corin Hirsch explores the origins and taste of the favorite potations of early Americans and offers some modern-day recipes to revive them today.

This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field. Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies. Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.

First published as "Tracks: The Cv" work directory in 1997, the tenth revised and updated edition is published in 2006. It gives information of over 130 professions in the UK, organised in eight booklets, from communications media to service industries. Titles include pathways in the arts, construction industry, financial services, health care, insurance, land and sea work, law, leisure and tourism, local government, manufacturing crafts, marketing, planning and public services. Qualifications are listed from GCSE and NVQ/BTEC to degree level. There are work descriptions and pay scales with interviews and advice from British chartered institutes and individuals established in the particular field. Designed in an easy to access format of a page per profession, the handbooks also include contacts for working in countries in the European Union, and a detailed index of internet recruitment sites for each sector. "Tracks 8" provides information about national and personal services which range from the armed forces to fire fighter, hairdressing and call centre work. The wide scope indicates the varied opportunities for individual development.

In an era where services play an increasingly vital role in servicified global value chains, this insightful book provides a comprehensive study of legal aspects of rules of origin for services and their importance in international trade. The author identifies and examines the defects in the current approach to rules of origin for services through an astute analysis of these rules in the General Agreement on Trade in Services and in preferential trade agreements. In addition, by asserting that trade in goods and trade in services cannot be separated, the author provides a comparative analysis of rules of origin in these two fields, offering a better understanding of their boundaries and connections. Paving the way for further development, the author concludes that certain aspects of rules of origin for goods, such as the product-based approach, may be repurposed for services. Addressing an area of rule making insufficiently explored to date, this book will prove important reading for students and scholars of international trade, economics, and governance. The focus on new patterns of international trade will also benefit trade experts, policy makers and businesses.

Structured to be used throughout one semester and designed to ensure that lecturers can adopt the book with minimum effort, this volume examines destination management using case studies to highlight examples of best practice.

'This isn’t a grisly book; it is sharp, angry, punchily philosophical and often funny. It basically invents a new type of lifestyle aspiration: deathstyle.' The Times 'Callender’s joyous, thought-provoking book is an account of how his own early encounters with bereavement led to him becoming a new kind of undertaker.' Daily Mail 'Part memoir, part rant against the traditional funeral business, part manifesto, part just musing on death and facing it with compassion and courage. It’s lovely and thoughtful and may make you rethink a few things.' The Guardian ‘This book is a great work of craft and beauty.’ Salena Godden ‘This compelling personal story of a pioneering punk undertaker is a moving revelation.’ Love Reading ‘Inspiring and unforgettable.’ John Higgs, author of William Blake vs the World Death has shown me...the unbreakable core of love and courage that lies at the heart of what it means to be human. Ru Callender wanted to become a pioneering undertaker in order to offer people a more honest experience than the stilted formality of traditional ‘Victorian’ funerals. Driven by raw emotion and the unresolved grief of losing his own parents, Ru brought an outsider, ‘DIY’ ethos to the business of death, combined with the kinship and inspiration he found in rave culture, social outlaws and political nonconformists. Ru has carried coffins across windswept beaches, sat in pubs with caskets on beer-stained tables, helped children fire flaming arrows into their father’s funeral pyre, turned modern occult rituals into performance art and, with the band members of the KLF, is building the People’s Pyramid of bony bricks in Liverpool – all in the name of creating truly authentic experiences that celebrate those who are no longer here and those who remain. Radical, poignant, unflinchingly real and laugh-aloud funny, What Remains? will change the way you think about life, death and the human experience.

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

Almost all economies have, or are at least starting to, understand the significance of examining and mainstreaming gender issues in the world of work. Sociocultural evolution and various other factors have helped these developments, but there is still so much more work to be done. Technology has played a substantial role in decreasing the gender divide as more households than ever before have access to technology, and the revolution of access to information across most societies has become gender neutral and empowering. While technology can hold the potential to significantly expand the job market and open opportunities for all job seekers, questions surrounding automation and availability of jobs and the accessibility to secure the necessary qualifications and education needed to fill paid jobs rage on, especially when examining those who are typically marginalized. Gender Perspectives on Industry 4.0 and the Impact of Technology on Mainstreaming Female Employment discusses gender perspective and its impact on the fourth industrial revolution, particularly in the realm of employment structure, and analyzes the impact of technology on mainstreaming women in paid employment. In the present environment, organizations are beginning to realize the importance of looking more critically at their workforce and structure and how to better cater to the diversity, equity, and inclusion movement while also productively managing the advancement of new technologies. Covering topics such as sustainable development and the future of work, it is ideal for policymakers, practitioners, professionals, consultants, managers, researchers, academicians, educators, and students.

Recent years have seen dramatic changes to the events industry. The influence of social media and global communications technology, increased focus on environmental sustainably and social responsibility, and changes to the economic and cultural landscape have driven rapid expansion and increased competition. Special Events: Creating and Sustaining a New World for Celebration has been the event planner's essential guide for three decades, providing comprehensive coverage of the theory, concepts and practice of event management. The new Eighth Edition continues to be the definitive guide for creating, organizing, promoting, and managing special events of all kinds. Authors, Seungwon "Shawn" Lee and Joe Goldblatt, internationally-recognized leaders and educators in the industry, guide readers through all the aspects of professional event planning with their broad understanding of diverse cultures and business sectors. This definitive resource enables current and future event leaders to stretch the boundaries of the profession and meaningfully impact individuals, organizations, and cultures around the globe. Global case studies of high-profile events, such as the PyeongChang Winter Olympic Games and Norway's Constitution Day annual event, complement discussions of contemporary issues surrounding safety, security, and risk management. Each chapter includes "Ecologic," "Techview," and/or "Secureview," mini-case studies, a glossary of terms, plentiful charts, graphs, and illustrations, and links to additional online resources.