Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service.

This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation.

Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.

With an increasing demand for quality kennel accommodation for dogs and cats, a good boarding kennel is a sound investment and can provide a healthy income if run efficiently. Running your own Boarding Kennels, the only guide of its kind available, is essential reading for anyone who is considering starting out in the business. This new edition by animal care expert David Cavill provides advice on every aspect of running a boarding kennel. With an exhaustive breadth of detail it covers every related topic, including: boarding fees, raising finance, insurance, kennel cleaning, dangerous dogs, types of food, exercise, grooming, beds and towels, staff training, accommodation, advertising, puppy and kitten rearing, and product sales. Comprehensive and unique, Running your own Boarding Kennels also includes information on ancillary services such as dog-walking, pet sitting and home boarding.

Golf Turf Management provides information on major agronomic and economic topics related to building and maintaining a viable golf course. The book features basic and applied information on available grasses including selection and use; applied turfgrass physiology; soils and soil amendments; environmental concerns; and comprehensive information on turfgrass physiology, plant nutrition, turf fertilizers, and water management. It discusses managing turf diseases, insects, and weeds; turf cultural practices; managing greens and tees as well as corporate course management strategies. Color photographs throughout illustrate concepts and topics including all major pest problems associated with golf courses and various agronomic practices necessary for successful and profitable course operation. The book suggests strategies to develop best management practices for golf courses including personnel and financial considerations when developing and implementing annual budgets, leasing versus buying equipment, and managing inventory. This book features sixteen chapters organized in a logical sequence conducive for teaching and practical use. Drawing on the author's more than thirty years of experience and research, the author brings together a wealth of information on how to optimize golf turf management and performance. Golf Turf Management is the only complete, up-to-date text dedicated to agronomic practices and personnel management practices necessary for fiscal success.

Gendered Violence at International Festivals is a groundbreaking collection that focusses on this highly important social issue for the first time. Including a diverse range of interdisciplinary studies on the issue, the book contests the widely held notion that festivals are temporal spaces free from structural sexism, inequalities or gender power dynamics. Rather, they are spaces where these concerns are enhanced and enacted more freely and where the experiential environment is used as an excuse or as an opportunity to victim blame and shame. In this emerging and under-researched area, the chapters not only present original work in terms of topics but also in theoretical and methodological approaches. All of the chapters are cross- or interdisciplinary, drawing on gender, sexualities, cultural and ethnicity studies. Studies from a range of highly regarded academics based around the world examine the subject by looking at examples from a wide range of destinations, including Spain, Argentina, Nigeria, Zimbabwe, Australia, Canada and the UK. This significant book progresses understanding and debates about gendered festival experiences and emphasises the symbolic and physical violence often associated with them. This will be of great interest to, undergraduate and postgraduate students and academics in the field of Events Studies. It will also be of use to practitioners or non-profit workers in the festival industries, including festival management organisations and planning committees.

Finalist, 2020 Elliott P. Skinner Award, given by the Association of Africanist Anthropology Examines why African care workers feel politically excluded from the United States Care for America's growing elderly population is increasingly provided by migrants, and the demand for health care labor is only expected to grow. Because of this health care crunch and the low barriers to entry, new African immigrants have adopted elder care as a niche employment sector, funneling their friends and relatives into this occupation. However, elder care puts care workers into racialized, gendered, and age hierarchies, making it difficult for them to achieve social and economic mobility. In The New American Servitude, Coe demonstrates how these workers often struggle to find a sense of political and social belonging. They are regularly subjected to racial insults and demonstrations of power-and effectively turned into servants-at the hands of other members of the care worker network, including clients and their relatives, agency staff, and even other care workers. Low pay, a lack of benefits, and a lack of stable employment, combined with a lack of appreciation for their efforts, often alienate them, so that many come to believe that they cannot lead valuable lives in the United States. While jobs are a means of acculturating new immigrants, African care workers don't tend to become involved or politically active. Many plan to leave rather than putting down roots in the US. Offering revealing insights into the dark side of a burgeoning economy, The New American Servitude carries serious implications for the future of labor and justice in the care work industry.

The geography of services is no longer of local or national significance: it now embraces the international stage. Service industries have enabled, and themselves become participants in, world trade. Although this is not a new role, during the 1980s they have become a much more active ingredient in the process of social and economic change.

New and diversified service products have generated increased consumption, ranging from tourism and leisure, to sophisticated innovations in ways of making finance capital available for corporate growth or production strategies. But there are spatial variations between the world's nations, regions and cities that ensure a highly uneven ability to supply services, and to generate demand. There are contrasts between the developed, less-developed, and post-socialist economies of Eastern Europe, for example, and between major metropolitan areas around the globe in the extent to which they experience the positive (as well as negative) effects of the internationalization of the service economy.

This book examines some explanations for the expanding role of services in the world economy. It is suggested that the resulting patterns are particularly significant for the form and function of the global urban system. The book concludes by reflecting on the future role of services in the world economy: can the trends evident for the 1980s be assumed to shape the evolving geography of services during the 1990s and beyond?

"Like Curt Flood and Oscar Robertson, who paved the way for free agency in sports, Ed O'Bannon decided there was a principle at stake... O'Bannon gave the movement to reform college sports...passion and purpose, animated by righteous indignation." -Jeremy Schaap, ESPN journalist and New York Times bestselling author In 2009, Ed O'Bannon, once a star for the 1995 NCAA Champion UCLA Bruins and a first-round NBA draft pick, thought he'd made peace with the NCAA's exploitive system of "amateurism." College athletes generated huge profits, yet-training nearly full-time, forced to tailor coursework around sports, often pawns in corrupt investigations-they saw little from those riches other than revocable scholarships and miniscule chances of going pro. Still, that was all in O'Bannon's past...until he saw the video game NCAA Basketball 09. As avatars of their college selves--their likenesses, achievements, and playing styles-O'Bannon and his teammates were still making money for the NCAA. So, when asked to fight the system for players past, present, and future-and seeking no personal financial reward, but rather the chance to make college sports more fair-he agreed to be the face of what became a landmark class-action lawsuit. Court Justice brings readers to the front lines of a critical battle in the long fight for players' rights while also offering O'Bannon's unique perspective on today's NCAA recruiting scandals. From the basketball court to the court of law facing NCAA executives, athletic directors, and "expert" witnesses; and finally to his innovative ideas for reform, O'Bannon breaks down history's most important victory yet against the inequitable model of multi-billion-dollar "amateur" sports.

This book aims to contribute to the literature and aid in developing a theoretical and practical framework in the area of health and wellness tourism. With contributions and research from different countries using a practical approach, this book is an essential source for students, researchers and managers in the health and wellness tourism industry. Recently, there has been an increased interest in health and wellness due to greater life expectancy, aging populations, increasing levels of stress among others. In this context, the concepts of health, wellness, beauty, relaxation, and tourism can be combined to satisfy the needs of people seeking better quality-of-life. This has given rise to health and wellness tourism, a new market segment that contributes to employment and economic growth in the new economy. Health and wellness tourism involves two aspects: therapeutics, which seeks to cure certain diseases; and relaxation and leisure. As an alternative to traditional tourism, health and wellness tourism provides a new means of achieving regional and local development from a demographic, social, environmental and economic point-of-view. It contributes to tourist destinations' economic growth, acting as a pillar to support other complementary activities. In short, health and wellness tourism contributes to employment growth and regional wealth, contributes to tourism seasonality, promotes quality in tourism destinations, helps create new tourist services with high value, promotes establishment of international cooperation networks, and yields a number of additional benefits. Featuring a variety of programs and initiatives from different regions, with an emphasis on thermal and thalassotherapy establishments, this volume sheds light on this emerging market segment and its implications for economic and policy development.

As the percentage of people working in the service economy continues to rise, there is a need to examine workplace harm within low-paid, insecure, flexible and short-term forms of 'affective labour'. This is the first book to discuss harm through an ultra-realist lens and examines the connection between individuals, their working conditions and management culture. Using data from a long-term ethnographic study of the service economy, it investigates the reorganisation of labour markets and the shift from security to flexibility, a central function of consumer capitalism. It highlights working conditions and organisational practices which employees experience as normal and routine but within which multiple harms occur. Challenging current thinking within sociology and policy analysis, it reconnects ideology and political economy with workplace studies and uses examples of legal and illegal activity to demonstrate the multiple harms within the service economy.

Leadership training is beneficial for the development of every human being, but few leadership models have focused on leadership qualities under service economies. In view of the lack of leadership models designed for service economies, the service leadership model was proposed by the Hong Kong Institute of Service Leadership and Management. To promote service leadership in the growing service economies, there is an obvious need to develop service leadership education for young people, particularly university students who are pillars of society in the future. In this book, the core beliefs and basic assertions of the service leadership model are highlighted, and integration of Western notions of leadership and Chinese philosophies (e.g., Confucian virtues) is attempted. Students are expected to integrate the academic content of the subject with their real life experiences. Finally, several evaluation mechanisms have been used to evaluate the subject. The authors' hope to generate more interest, discussion, and further development of service leadership education within and outside of Hong Kong.

Supply Chain Management (SCM) has been widely researched in numerous application domains in manufacturing and service industries during the last decades. There are several attempts made by researchers and practitioners to appropriately define SCM and its applications. This book is comprised of twelve chapters. Chapter One develops a mathematical model in a four layer supply chain including supplier, manufacturer, distributor and customers using the product life cycle factors to obtain the optimal number of products and the fulfilment of an activity in product life cycle. Chapter Two presents a recent and exhaustive review on important integrated supply chain management problems and the current research on integration between different supply chain management functions. Chapter Three illustrates a comprehensive multi criteria decision making (MCDM) methodology for the selection of a third party logistics service provider. Chapter Four explains the capabilities of Google Spreadsheet as a tool, using its tool inventory distribution management, risk pooling and transhipment at retailer levels for integrated operation of the supply chain. Chapter Five describes the agent-based modelling approach to simulate the interaction and negotiation behaviour of palm oil supply chain (POSC) actors, which attempt to obtain highest added-value, but must consider overall supply chain profitability and sustainability. Chapter Six intends to signify the performance measurement practices in the industries and also presents the need of supply chain performance measurement in textile industry with a case study. In Chapter Seven, a generic method has been developed in order to assist and assess complex supply chain network design and analysis considering different types of uncertainty factors. Chapter Eight proposes a mathematical model to determine the optimal location for a warehouse. Several factors like locations of distributors, nature of demand etc. have been considered to formulate the optimisation model, which has been solved using differential evolution. Chapter Nine is a study of sport-related location and layout strategies as they relate to the location of a firm (i.e.: intermediate variables/functions, superior firm performance). Chapter Ten illustrates the various approaches to implement the green principles by different researchers. The main objective of the green supply chain management (GSCM) approach is to eliminate/ minimise the impact of the GHG emissions into the environment throughout the supply chain process. Chapter Eleven focuses on increasing the supply chain value by looking into the colour, image and typography of water product in influencing customers intention to purchase. Finally, Chapter Twelve aims to investigate scenarios for the new setting of the Center of Sterilized Material (CSMs) health system of Rio de Janeiro, Brazil. To build and evaluate scenarios for the CSMs, an exploratory methodology based on gravity centre approach for location of storage facilities and distribution of materials was adopted.

Im Forum Dienstleistungsmanagement 2006 beschaftigen sich renommierte Autoren mit relevanten Aspekten des Dienstleistungscontrolling wie z.B. Value Based Management, Performance Management von Intangible Assets, Qualitatscontrolling im Dienstleistungsbereich, Produktivitatsmessung und -management bei interaktiven Dienstleistungen, Kostenmanagement bei Dienstleistungen, Kosten-Nutzen-Controlling im Customer Service, Controlling im internationalen Dienstleistungsmarketing u.a.m."

“Do you really think you can clean up bloody scenes like these?”. “Many people start similar businesses, but they never last.” This was the reaction of sceptical policemen and security officers when they first encountered Eileen de Jager (39) and Roelien Schutte (37). But 15 years and about 7 000 crime scenes later, the Blood Sister’s business, Crime Scene Clean-up, is still flourishing. And they have never had a dissatisfied client.

Eileen and Roelien are not only known as the Blood Sisters because they are biological sisters, but also due to the fact that cleaning bloody crime scenes is their day job. Suicides. Homicides. The most gruesome farm murders. But crime is not always involved.

Sometimes the sisters clean up hoarders’ homes – often packed to the ceiling with junk – at other times they help to restore damage caused by fire or floods.

Here is the first book to specifically and comprehensively address the rapid changes and advances in technology in the planning, management, and marketing of meetings and events. The multigenerational trio of authors, including Joe Goldblatt and two of his former students, Seungwon "Shawn" Lee and Dessislava Boshnakova, cover the most important aspects of using technology for today's meetings and events, such as How to harness the power of social media How to use crowdsourcing effectively How to choose appropriate room layout design software How to manage and use guest-generated content How to measure and evaluate your success How to choose meeting registration software How to promote your meeting with blogs, websites, podcasts, and more How to hold virtual meetings and events How to use search engine optimization to advantage The area of meeting and event technology is a fast-growing component of the meetings, incentives, conventions and exhibition (MICE) industry. With a foreword by Corbin Ball, an internationally renowned speaker, consultant and writer in the meetings and events technology field, The 21st Century Meeting and Event Technologies will be an essential resource for hospitality students and business professionals. Faculty may request an examination copy from [email protected]. Please provide your name and title, course title, course start date, current text, number of students, and your institution address.

This book aims to develop innovation theory by focusing on innovation in a consumer society. In an advanced consumer society, services dominate and are provided through digital as well as physical channels by local, national and global firms. This book aims to identify the ways in which value can be increased for all stakeholders through both incremental and disruptive innovation. When interacting with leading businesses, there is a common acceptance that we need a better understanding of how to innovate in a service economy. Today, most advanced economies are service and knowledge based, accounting for about 70 percent of GDP. OECD reports document a considerable knowledge gap related to service innovation. It is a challenge for both business and society that future economic growth will increasingly be based on services rather than manufacturing and products. Failing to understand innovation issues in this context as an engine for growth is somewhat alarming. This raises the question: do we know how to innovate successfully in a consumer driven society? In this book, the authors develop the concept of Value Driven Service Innovation, alongside a methodology for applying this approach in practice: the Service Innovation Triangle. They develop a better understanding of innovation, based on the uniqueness of services in order to develop the theory of service innovation suitable for a consumer society.

Logistics are a critical element in the planning and realization of any large-scale event. Managing Global Sport Events: Logistics and Coordination provides a critical look behind the scenes of these large-scale sport events by combining the previously separate but inextricably bound areas of sport, logistics and coordination management. The coordination and logistics activities behind global sports events such as the Olympic Games or Formula 1 Championships are unparalleled, but have largely been ignored by scholars around the world. Managing Global Sport Events presents the latest developments in this intriguing area of study, offering insights from a team of experts across sport, event, and logistics management. This first volume of the ground-breaking Sports Management series enters unchartered territory and advances our inter-disciplinary knowledge across sport, event and logistics studies, informing both contemporary sport management theory and practice.

Take control of your wedding planning (and budget) with over 500 easy hacks to help your wedding go as smoothly as possible-from preventing wardrobe malfunctions to making an adjustable seating chart. Congratulations-you're engaged! But, now what? As you start to share the news with your family and friends, you might start feeling slightly stressed about the amount of planning you suddenly have to do. But wedding planning can actually be easier than you think! With Wedding Hacks you'll find solutions to all your wedding planning worries and prevent any problems that you might not have seen coming. From finding cheaper prices online to dealing with difficult relatives, this book has everything you need to know to make your wedding day one you'll never forget (all while keeping your sanity intact)!

Marketing Destinations and Venues for Conferences, Conventions and Business Events introduces students to key areas of marketing and promotion that are essential if destinations are to compete successfully in the rapidly expanding global business event sector. It achieves this by looking at issues surrounding business event marketing, strategic planning, destination and venue selling strategies and future challenges. The 2nd Edition has also been updated to include: New content on: destination marketing organisations' and venues' use of technology, use and impact of social media, sponsorship and partnership issues, economic changes as well as their responses to demand for sustainable meetings locations Updated and new case studies on growth areas and emerging markets e.g. Middle East, Asia, Eastern Europe/Russia, Africa and South America, but also to include material on mature markets, destinations and venue operators A genuinely international focus in terms of content and examples New review and discussion questions and, where appropriate, learning outcomes New online resource package for students and lecturers including: weblinks, power point slides and project questions (coming soon). Accessible, global and informative, this is essential reading for all future business event and conference managers.

Event planning continues to be a thriving business area for the motivated entrepreneur. Jill S. Moran is a certified special events professional with twenty-five years of experience in the field and the owner of an award-winning event-planning company. This fourth edition of her popular book includes updated ideas about creating business plans, balancing home and work, building a client base, and a more in-depth discussion on the role of social media in your event planning business.

Generations of social thinkers have assumed that access to legitimate paid employment and a decline in the 'double standard' would eliminate the reasons behind women's participation in prostitution. Yet in both the developing world and in postindustrial cities of the West, sexual commerce has continued to flourish, diversifying along technological, spatial, and social lines. In this deeply engaging and theoretically provocative study, Elizabeth Bernstein examines the social features that undergird the expansion and diversification of commercialized sex, demonstrating the ways that postindustrial economic and cultural formations have spawned rapid and unforeseen changes in the forms, meanings, and spatial organization of sexual labor.
Drawing upon dynamic and innovative research with sex workers, their clients, and state actors, Bernstein argues that in cities such as San Francisco, Stockholm, and Amstersdam, the nature of what is purchased in commercial sexual encounters is also new. Rather than the expedient exchange of cash for sexual relations, what sex workers are increasingly paid to offer their clients is an erotic experience premised upon the performance of authentic interpersonal connection. As such, contemporary sex markets are emblematic of a cultural moment in which the boundaries between intimacy and commerce--and between public life and private--have been radically redrawn. Not simply a compelling exploration of the changing landscape of sex-work, "Temporarily Yours" ultimately lays bare the intimate intersections of political economy, desire, and culture.

This book explores the application of service design to urban commons. It originates from a project developed by the research group of POLIMI DESIS Lab of Politecnico di Milano, aimed at imagining the future of the Reggio Emilia Ducal Palace and its park - the Reggia di Rivalta. The peculiarity of the project lays in the idea that the design of a (public) space should be informed by the design of its services, because the development of specific activities actually builds a fundamental part of the identity of a place, conceiving both the tangible and intangible dimensions as part of a single creative process. The combination of a participatory process and the integration of spatial and service design led to infrastructuring a multi-stakeholder participatory action research of envisioning the future of a public good. This effort has been thus framed into a working methodology, specific tools and progressive outputs, which are defined as Service Master Planning (the process), and Service Master Plan (the product), allowing service design professionals to expand their knowledge and develop skills for a new field of application connected to urban planning.

This book focuses on the changing gender patterns of work in a global retail environment associated with the rise of contemporary retail and global sourcing. This has affected the working lives of hundreds of millions of workers in high-, middle- and low-income countries. The growth of contemporary retail has been driven by the commercialised production of many goods previously produced unpaid by women within the home. Sourcing is now largely undertaken through global value chains in low- or middle-income economies, using a 'cheap' feminised labour force to produce low-price goods. As women have been drawn into the labour force, households are increasingly dependent on the purchase of food and consumer goods, blurring the boundaries between paid and unpaid work. This book examines how gendered patterns of work have changed and explores the extent to which global retail opens up new channels to leverage more gender-equitable gains in sourcing countries.

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."

The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service. This research-driven book identifies service-in a variety of forms-as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use. When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.

Part of managing a facility or event of any kind is providing a safe experience for the patrons. Managers at all levels must educate themselves and prepare their organizations to confront potential threats ranging from terrorism and mass shootings to natural disasters and cybercrime. Security and Risk Assessment for Facility and Event Managers With HKPropel Access provides security frameworks that apply to all types of facilities and events, and it will help current and future facility and event managers plan for and respond to threats. The purpose of this text is to provide foundational security management knowledge to help managers safeguard facilities and events, whether they are mega sport events or local community gatherings. Presenting an overview of security principles and government policies, the text introduces an all-hazard approach to considering the types and severity of threats that could occur as well as the potential consequences, likelihood, and frequency of occurrence. Readers will be walked through a risk assessment framework that will help them plan for threats, develop countermeasures and response strategies, and implement training programs to prepare staff in case of an unfortunate occurrence. Security and Risk Assessment for Facility and Event Managers addresses traditional threats as well as evolving modern-day threats such as cybercrime, use of drones, and CBRNE (chemical, biological, radiological, nuclear, and explosives) incidents. It also offers readers insightful information on the intricacies of managing security in a variety of spaces, including school and university multiuse facilities, stadiums and arenas, recreation and fitness facilities, hotels and casinos, religious institutions, and special events. Practical elements are incorporated into the text to help both students and professionals grasp real-world applications. Facility Spotlight sidebars feature examples of sport facilities that illustrate specific concepts. Case studies, application questions, and activities encourage readers to think critically about the content. Related online resources, available via HKPropel, include nearly 50 sample policies, plans, and checklists covering issues such as alcohol and fan conduct policies, risk management and evacuation plans, bomb threat checklists, and active shooter protocols. The forms are downloadable and may be customized to aid in planning for each facility and event. With proper planning and preparation, facility and event managers can prioritize the safety of their participants and spectators and mitigate potential threats. Security and Risk Assessment for Facility and Event Managers will be a critical component in establishing and implementing security protocols that help protect from terrorism, natural disasters, and other potential encounters. Higher education instructors! For maximum flexibility in meeting the needs of facility or event management courses, instructors may adopt individual chapters or sections of this book through the Human Kinetics custom ebook program. Note: A code for accessing HKPropel is included with all new print books.