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

What is the aim of education in the 21" century? Is it to search for truth, to improve the human condition, or to bolster a country's economy and meet the workforce needs of the state? Or should the aim of education be focused on social, academic, cultural, and intellectual development so that young people can grow up to be engaged and critical citizens?

These very searching questions - questions about the nature of education - are the concern of an area of philosophy, namely, philosophy of education. In the 3rd edition of Philosophy of Education Today: An Introduction, the authors, in their exploration of the various responses provided by different philosophies of education to these questions, have included posthumanism in the corpus of philosophies of education which influence education and the way that education is understood.

The interactive nature of the text encourages readers to reflect critically on the various philosophies of education discussed and to come to an understanding of what education might mean to both them and their community.

Workplace incidents and accidents affect businesses long after the incidents occur. The interruption of busi­ness activities and running equipment results in financial loss. Injuries suffered by people damage a business’s image and competitive edge, and demotivate employees.

By approaching safety risks in a measured, responsible manner, safety professionals and business owners can mitigate the occurrence of incidents and prevent them from happening in the workplace.

Fundamental Accounting presents basic, yet essential knowledge required for first-year Financial Accounting courses at universities and universities of technology. This ninth edition builds on the excellent foundations of previous editions, including updated legislative compliance chapters aligned to the Companies Act 71 of 2008 and IFRS updates to chapters and the questions that are affected by the discontinuation of cheques. These changes especially impact Chapter 11, but will also see smaller amendments in the other foundational chapter leading to the main chapter on cash transactions an updated chapter on the framework of accounting with exam-standard questions added, along with illustrative examples to guide your approach in answering questions.

This book’s easy-to-understand presentation of complex accounting concepts and principles, its logical, conceptual approach and numerous working examples make the content accessible and the study of Accounting less intimidating. Excel with Fundamental Accounting – your first step to success and a solid foundation for further studies in Accounting.

Key features:

• Comprehensive questions and fully demonstrated solutions at the end of every chapter. Many questions have been updated to account for the amendment in the VAT rate
• Over 500 questions, ranging from introductory to more complex levels
• Solutions to the questions in the textbook
• Theory-based concept tests for each chapter are made available to lecturers at prescribing institutions

Leadership in Health Services Management provides healthcare professionals with the necessary information to lead with commitment and strive towards a clear vision of health for all. It guides readers through crucially important issues such as leadership Leadership in Health Services Management provides healthcare professionals with the necessary information to lead with commitment and strive towards a clear vision of health for all. It guides readers through crucially important issues such as leadership styles, strategic thinking, motivation, negotiation, empowerment, knowledge management, and the application of leadership in daily operational management in health services.

Now in its fourth edition, the book contains original research on different topics that can assist in self-leadership in the workplace, a theme that is woven throughout the text. In addition, there is a focus on the application of leadership theories.

The book incorporates aspects of leadership that align with the South African Qualifications Authority and the requirements of the South African Nursing Council for postgraduate studies. In addition, a research component has been prioritised.

This book introduces the fundamentals of financial mathematics.

It begins with a discussion of simple and compound interest and then establishes the important concepts of effective and equivalent effective interest rates. Subsequent chapters discuss the applications of annuities to practical problems regarding the saving of money and repayment of loans. The notion of using net present value and internal rate of return to distinguish between two different investment opportunities is presented.

The concluding chapters of the book take a brief look at the use of differential and integral calculus in financial mathematics. Each chapter includes numerous worked examples that are solved with the aid of a financial calculator where applicable.

The third edition of Communication: A Hands-on Approach focuses on different forms of communication, emphasizing writing as a communication tool, particularly within the business environment. To support this, each chapter contains numerous exercises to enable the student to practice the skills learnt in that chapter and to assist lecturers in reinforcing content covered in class. The evolution of technology and its use in the business environment has been taken into account and for this edition the chapter on digital media has been expanded and updated to take into account the advent of the Fourth Industrial Revolution and disruptive approaches to education. A new chapter on intercultural communication has been included to prepare students to communicate for diversity.

While many books focus on occupational health and safety in the international arena, few provide information pertinent to safety management in South Africa and Africa as a whole. Safety Management in an Organisational Context aims to bridge the gap and to increase safety awareness at all levels of any organisation in Africa.

The topics discussed in the book include safety in industry, functional safety, working in confined spaces, ergonomics, personal protective equipment and fire safety. The general provisions of the Occupational Health and Safety Act 85 of 1993 and its regulations are explained in detail as they relate to safety in the South African workplace today.

English For Law Students has been written by experts in communication and aims at encouraging dialogue and interaction between lecturer and student. The methodology used is not only useful to law students but also to those lecturers who do not have a legal background.

This third edition has been updated and includes an audio CD, containing exercises for listening practice, aimed at developing and refining note-making skills.

How does the South African economy work? Why do macroeconomic variables change? So what if they do? What happens next? How do economic processes and policy institutions really work? Which data must I use? What can policy do? And then the big questions: How can we reduce unemployment and maintain low inflation? What then about poverty, inequality, inclusive growth and development in South Africa?

The answers are found in How to think and reason in Macroeconomics – A South African text, a popular university textbook with very positive feedback from students, lecturers and practitioners. This fifth edition is completely up-to-date and comprehensive. It combines well-informed intuitive understanding with solid economic theory plus a concrete understanding of South African economic issues, processes, institutions and data. In this way it prepares you to analyse macroeconomic events and policies in a globalised and development context – and understand different perspectives in policy and political-economic debates.

Key features:

• Accessible analysis, theory and diagrams, combining intuitive understanding and sophisticated analysis.
• A choice of learning routes with different levels of difficulty and mathematics.
• Real-world economic reasoning skills, not dry theory.
• Online animations that provide unique insights into macroeconomic fluctuations and shocks.
• Explicit continuous focus on South Africa as an open economy in an African and global context shaped by China, Trump’s trade wars and Brexit.
• Theoretical and policy analysis of unemployment, inflation, low growth and inclusive growth, as well as the National Development Plan.
• Analytical case studies of the global financial crisis, quantitative easing, the Euro crisis and the Eskom crisis.
• First-hand, freshly updated insights into how South African policy institutions, processes and instruments work.
• Clear guides to access relevant South African data sources, with useful data tips.
• Thorough integration of the structural social and economic realities (notably inequality and poverty) of South Africa as a middle-income country.
• Incorporation of broader considerations such as human development, inclusive growth and sustainable development.

Change is the distinguishing characteristic of the business environment across the world and it affects how contemporary organisations operate. While organisations need to do more with less, they also have to satisfy the needs of their customers who, with more exposure to local and global markets, have higher expectations relating to the cost, quality, speed and innovation of the services and products they purchase from these organisations.

In response to the changes in their business environment, organisations are becoming flatter, networked, global, more flexible and diverse and managers have to acquire the skills to face the challenges associated with these features.

The contemporary management principles offered in this publication integrates discussions on vital managerial competencies and skills with information on traditional and essential managerial concepts that have been effective in the past and are still relevant.

The Fourth edition of The Art Of Persuasive Communication situates contemporary persuasive practices against the background of the rich history of rhetoric and within the setting of a democratic state.

Throughout, the author addresses critical issues that are important to communication science scholars and practitioners, as well as those active in related disciplines such as political science, sociology, social psychology and rhetorical studies.

The Fourth edition differs from the previous one in the following ways:

• The arrangement of the contents has been revised to facilitate greater understanding
• There is much new material, especially in chapters 4, 5, 7, 8
• The role of social media is discussed and considered in chapter 7
• Chapter 8 includes a section on image management
• Chapter 9 is a new chapter focussing on political debates
• A new chapter 12 on Persuasion and the rhetorical imprint of a public rhetor has been added
• New contemporary examples related to South Africa have been included

In our interconnected world, mastering global branding is essential for success. International Brand Management is your comprehensive guide, covering key aspects of international branding to help you navigate the complex global marketplace.

Beginning with brand identity and positioning, the book emphasizes the importance of cultural sensitivity, market research, and strategic alignment in crafting a compelling brand narrative that resonates across diverse cultures. From there, it explores brand architecture, demonstrating how to manage complex brand portfolios while maintaining coherence and synergy.

Brand equity and its value chain are examined, providing insights into measuring brand equity and evaluating the impact of branding investments on financial performance and consumer perceptions. The text also covers brand communication strategies, showcasing how effective communication can amplify brand resonance and foster meaningful engagement with global audiences

This up-to-date, comprehensive, user-friendly and accessible series has been written by key thinkers in Media Studies locally and from abroad.

Media Studies encompasses the systematic, critical and analytical study of the media, in all its forms, and sees the media as one of the most important generators and disseminators of meaning in contemporary society. Media Studies investigates who owns the media, who produces the media, media content and the users of the media. It investigates the power relationships between the media and politics, culture, economy, society, and above all, the relationship between the media and democracy.

Contents Include:
• A history of the South African media
• A macro history of the media in Africa
• Theoretical approaches to mass communication and media research
• The functions and effects of the media in society
• Media culture/media and culture
• The ideological power of the media
• The media as public sphere in contemporary society
• The impact of globalisation and communication technology on media and media communication.

Accounting for All 4th edition aims to help students master introductory accounting courses, and covers the key topics in the financial accounting and cost accounting disciplines.

Now updated, it has been further enhanced by two new topics— partnerships and non-profit organisations (NPOs)—giving students a broader coverage of the business environment.

The study of accounting is often perceived as daunting, but the author has written in an easy-to-understand style. The teaching methodology takes a step-by-step approach and is supported by extensive explanatory examples and revision questions. It also enables students to work through each chapter independently.

Accounting for All will benefit any student who does not have an accounting background but needs a fundamental understanding of the financial and cost accounting principles and concepts as they apply to the world of business.

Modern day organisations are more dependent on communication to achieve success than ever before. Rapid development and greater complexity of communication technologies, and the growing importance and popularity of social media, means that organisations can no longer rely on traditional methods alone to engage in effective business communication. Social media and new communication forms, however, come with their own challenges and pitfalls. Organisations need to carefully and strategically consider the use of these new media as part of their effective communication plan.

Effective Business Communication 5th edition builds on traditional communication forms with up-to-date theory. It discusses new communication trends and the changing nature of communication in businesses. This edition illustrates the effective use of various new media sources and their application in the workplace, the challenges of using these media and the appropriate ways in which they can be incorporated into effective business communication practices within the organisation.

Effective Business Communication 5th edition provides widespread principles for communicating in the organisational context. The book has support material containing questions, case studies and activities. This edition therefore provides students, lecturers and business communicators with a comprehensive and practical reference guide to communication in the workplace.

The text emphasises four themes to support evidence-based management decision making: 1. Setting the statistical landscape in a management context 2. Interpretative decision making based on patterns revealed by exploratory data analyses 3. Statistical decision making guided by the test-based findings of inferential analyses 4. Predictive decision making using statistical modelling evidence. The thread that links them is the role of data analytics as a management decision-support tool. This fifth edition builds on the strengths of the fourth edition by: - Highlighting newer trends in statistical applications in management practice - Strengthening the Excel-based generation of statistical evidence using a custom-built software product, called X-Static - Enhancing the graphic visualisation of statistical evidence. Target market: - Undergraduate students of Management at universities (BCom, BAcc, etc) - Management diploma students working towards professional qualifications at institutions such as the IMM, CSSA, CIMA, IAC, etc. - Postgraduate students (MBA and PGDip) of Management at business schools.

Business-to-Business Marketing provides valuable insight into B2B marketing management, analysing B2B buying practises, supply chain management, selecting business customers and developing a B2B marketing strategy. It helps students and marketing practitioners to understand the unique demands of marketing to organisational customers.

This third edition of Business-to-Business Marketing provides South African universities offering modules in B2B marketing, a locally written and contextualised text which students will easily relate to. This book is about businesses marketing products and services to other businesses and covers concepts related to this environment. It provides readers with an understanding of what B2B marketing is, how it differs from B2C marketing and provides theoretical and practical discussions on various B2B concepts.

This 3rd edition of Business-to-Business Marketing provides students with a strong theoretical basis, but also utilise many applicable cases from a South African perspective.

The edition explores B2B issues such as:

• The business-to-business marketing environments
• Business-to-business buying
• Business strategy and strategic marketing planning
• Market research and competitor analysis
• Segmenting business markets, choosing target markets and positioning products
• Developing the product, service and value proposition
• Innovation and competitiveness
• Pricing in business-to-business marketing
• Business development and planning
• Business-to-business selling and managing customer relationships
• Business-to-business branding – creating and fostering brand loyalty
• Managing supply chains and channel relationships
• Communicating with the business-to-business market

Business-to-Business Marketing is intended for undergraduate and post-graduate marketing diploma and degree students. Entrepreneurs, business and marketing executives, and business consultants may also find Business-to-Business Marketing beneficial, especially because of its South African focus.

Introduction to Communication Studies is an introductory textbook on the theories of and approaches to communication studies for first -year students. It reflects the dynamic evolution of communication studies in the recent past, introducing new insights and approaches to communication media and digital communication.

Acknowledging the unique requirements of the African communication environment, the text is illuminated with a range of uniquely South and southern African examples to contextualise the theory, with chapters written by leading academic authors from East and Southern Africa.

Contemporary Company Law has quickly established itself as a leading resource on South African company law for legal practitioners, company law specialists and academics. It has been increasingly relied on and referred to with approval by the High Courts, the Supreme Court of Appeal and the Constitutional Court.

Contemporary Company Law is a comprehensive and advanced company law text. It is much more than a mere narrative of the Companies Act 71 of 2008 or of the decisions of the courts. Its approach is to expound, explain, or clarify the legal principles and statutory provisions. In writing this third edition, apart from updating the text to incorporate the extensive development of many of the provisions of the Companies Act and the leading cases on the subject, the rapid globalisation of company law has also been taken into account. This edition contains updated discussions on those foreign jurisdictions that have exerted a strong influence on moulding the Companies Act of 2008, such as US, English, Australian, Canadian and New Zealand law.

The increased complexity of company law makes Contemporary Company Law even more useful for busy legal practitioners and judges seeking a ready and reliable insight into a particular aspect of company law.

Statistics and quantitative methods are brought to life for social science students in this tutorial course.

,P> This revised edition provides an overview of entry- and intermediate-level statistics, and the material on the accompanying website provides extensive practice. Both the text and the website are structured to make learning self-directed, thus numerous worked examples, exercises, activities and tests are included. The emphasis, throughout, is on practice.

Students are expected to engage with the material and experience multiple aspects of data and statistical analysis. Most of the tutorials include detailed examples of how to conduct analyses in Microsoft Excel, SPSS, or R.

Focus on Operational Management: A generic approach provides a general overview of management principles and the general management activities encountered by the operational and first-time manager in the workplace today. These principles are important for the sustainability of an organisation.

The following topics are discussed:

• The new workplace environment
• The changing role of the operational and first-time manager
• Operational planning, operational decision-making and problem-solving, organising operational resources, operational control, and leadership
• Employment relations in the workplace
• Organisational culture, diversity management, business ethics, corporate social responsibility, organisational politics and change management in the workplace

Scott on Cession: A Treatise on the Law in South Africa is a comprehensive exposition of the law of cession. Scott incorporates aspects of her doctoral thesis (1977), her previous book on cession, The Law of Cession, (1991) and her articles on cession that have been published in law journals. The book focuses on case law, but case law as a source of law in this branch of the law poses particular problems: some of the earlier decisions, and even recent ones, are based on Roman-Dutch law, which no longer completely satisfies current modern needs. To explain certain idiosyncrasies in the case law, Scott refers to the historical development of cession as a legal institution. The book also provides extensive commentary on certain problematic aspects of cession, using comparable legal systems, and incorporates the dogmatic foundations of the law of cession.