Today's customer-oriented operational philosophy has forced organizations to face the challenge of transforming into digital businesses to meet growing customer demand. The reality is that power is shifting from institutions to customers, so it's up to providers to master both customer experience and digital operational excellence. However, despite this turn toward digitalization, many businesses struggle to manage their technology base strategically. Disruptive Innovation and Emerging Technologies for Business Excellence in the Service Sector provides an in-depth exploration of options that can assist organizations in developing a consistent and coherent view of various drivers in order to shape their markets and operations as well as how disruptive innovations and emerging technologies can contribute to businesses now and in the future. Covering a wide range of topics such as sustainable transportation and customer service experiences, it is ideal for industry professionals, researchers, academicians, instructors, decision makers, and students.

This insightful book examines all aspects of the design process and implementation of questionnaire surveys on the activities of business, public sector, and non-profit organizations. Anthony Arundel discusses how different aspects of the survey method and planned statistical analysis can constrain question design, and how these issues can be effectively resolved. Throughout this engaging yet practical book, Arundel promotes good practices for questionnaire design, sample construction, and survey delivery systems including online, postal, and verbal methods, with a focus on obtaining high-quality data in line with ethics and confidentiality requirements. Chapters include constructive advice on questionnaire design and testing, survey implementation, and data processing, analysis, and reporting, with examples of time and financial cost budgets. Considering the recent developments in survey methods, the book explores how to use web probing as a substitute for cognitive testing and examines the use of tablets and smartphones in answering questionnaires. Combining theoretical and practical insights into survey design, implementation, and data processing and analysis, this book will be essential reading for business and management scholars and students, with a particular interest in research methods and organization studies. It will also be useful for practitioners and business managers seeking to understand how to create and use surveys.

As organizations shift to depend more on team-based structures, the pressure to develop high-performing teams is more critical than ever. In the modern work environment, teams are expected to embrace change, navigate complexity, and collaborate well under pressure all while delivering exceptional results and forming productive relationships. While it is crucial to have talented, bright people within a team, there is a dynamic that is even more essential to overall team effectiveness. This dynamic is "Team Emotional Intelligence" (Team EQ). While most people are familiar with emotional intelligence (EQ) when it comes to individuals, the power of how EQ relates to the entire team has not been well-understood until now. Insights from the latest research on team emotional intelligence and TalentSmartEQ's research trends from working with over 200 teams (with 2000+ team members) combine to bring EQ know-how to the team level. Team Emotional Intelligence 2.0 delivers practical strategies and showcases how an emotionally intelligent team is far more than the sum of its parts. This book focuses on the four key skill areas of Team EQ: Team Emotion Awareness, Team Emotion Management, Internal Team Relationships, and External Team Relationships, and it delivers 53 strategies and a step-by-step process for increasing team EQ skills so team leaders and anyone who's a member of a team can achieve peak performance and reach their goals. Dr. Greaves, Evan Watkins, and their contributing team of experts begin with a life and death story of team failure that illustrates how emotions can drive team decisions and lead to disaster. They share a proven approach to helping teams understand Team EQ skills, build these skills into strengths, and use them to sustain positive momentum and achieve peak performance. Strategies for remote and hybrid teams working virtually offer targeted approaches to bonding, communicating, tough conversations, and decision making as modern workplaces transform. Like she did with the best-selling Emotional Intelligence 2.0 (at 2 million copies sold and counting), Dr. Greaves and her team take complex concepts and translate them into easy-to-understand skills that can be used immediately and developed further over time. As organizations increasingly rely on getting work done through teams, the understanding and development of team EQ skills is more relevant and impactful than ever.

Audible Best Seller of 2017 Inc. 11 Great Business Books New York Magazine Best Psychology Books LinkedIn's 12 Books on Leadership to Read Two mavericks in the field of positive psychology deliver a timely message Happiness experts have long told us to tune out our negative emotions and focus instead on mindfulness, positivity, and optimism. Researchers Todd Kashdan, Ph.D., and Robert Biswas-Diener, Dr. Philos., disagree. Positive emotions alone are not enough. Anger makes us creative, selfishness makes us brave, and guilt is a powerful motivator. The real key to success lies in emotional agility. Drawing upon extensive scientific research and a wide array of real-life examples, The Upside of Your Dark Side will be embraced by business leaders, parents, and everyone else who's ready to put their entire psychological tool kit to work.

Leaves from a President's Notebook shares the wisdom of Thomas K. Hearn Jr., former President of Wake Forest University, and past chairman and board member of the Center for Creative Leadership. These short essays reflect Dr. Hearn's thoughts ranging from growing up in rural Alabama to current topics including leadership development, college athletics, and the role of the modern university. Dr. Hearn graduated summa cum laude from Birmingham-Southern College, earned a divinity degree from Southern Baptist Theological Seminary, and a PhD in philosophy from Vanderbilt University. After teaching philosophy at the College of William and Mary for ten years, he returned to his home state in 1974 to start the philosophy department at the University of Alabama-Birmingham. Dr. Hearn was named Wake Forest University's twelfth president on June 23, 1983, and served until 2005, the second-longest tenure in the University's history. He oversaw the development of Wake Forest from a small, regional liberal arts Baptist institution into one of the nations' premier independent universities. His efforts to raise the University's national profile were recognized in 1994 when U.S. News & World Report moved Wake Forest into the national universities category in its annual college guide. Wake Forest has ranked among the top thirty universities in the country every year since.