Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools. Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these. About the Series: The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.

In this technological age, the information technology (IT) industry is an important facet of society and business. The IT industry is able to become more efficient and successful through the examination of its structure and a larger understanding of the individuals that work in the field. Multidisciplinary Perspectives on Human Capital and Information Technology Professionals is a critical scholarly resource that focuses on IT as an industry and examines it from an array of academic viewpoints. Featuring coverage on a wide range of topics, such as employee online communities, role stress, and competence frameworks, this book is targeted toward academicians, students, and researchers seeking relevant research on IT as an industry.

Marketing has experienced unprecedented changes. Globalization, digital revolution, transparency, and growing pressure concerning the role of business in society are affecting marketing functions. Simultaneously, these changes are forcing both academics and professionals to reinvent and reposition themselves, calling for a deep discussion about what and how universities should teach to face present and future market demands and requirements. Evaluating the Gaps and Intersections Between Marketing Education and the Marketing Profession provides emerging perspectives on the role of marketing and marketing education in increasingly complex and demanding social and economic landscapes. Featuring coverage on a broad range of topics such as business schools, marketing curricula, and professional development, this publication is ideally designed for researchers, business students, marketers, managers, academicians, and employers seeking current research on market expectations and students' future roles within this discipline.

Changing business environments and information technology advancements fundamentally reshaped the traditional information landscape in our contemporary society, urging companies to seek innovative ways to diffuse and manage assets on a global scale. It is crucial for society to understand the new methodologies and common practices that organizations can utilize to leverage their knowledge into practice. Global Information Diffusion and Management in Contemporary Society is an essential reference source featuring research on the development and implementation of contemporary global information management initiatives in organizations. Including coverage on a multitude of topics such as data security, global manufacturing, and information governance, this book explores the importance of information management in a global context. This book is ideally designed for managers, information systems specialists, professionals, researchers, and administrators seeking current research on the theories and applications of global information management.

With technology creating a more competitive market, the global economy has been continually evolving in recent years. These technological developments have drastically changed the ways organizations manage their resources, as they are constantly seeking innovative methods to implement new systems. Because of this, there is an urgent need for empirical research that studies advancing theories and applications that organizations can use to successfully handle information and supplies. Novel Theories and Applications of Global Information Resource Management is a pivotal reference source that provides vital research on developing practices for businesses to effectively manage their assets on a global scale. While highlighting topics such as enterprise systems, library management, and information security, this publication explores the implementation of technological innovation into business techniques as well as the methods of controlling information in a contemporary society. This book is ideally designed for brokers, accountants, marketers, researchers, data scientists, financiers, managers, and academicians seeking current research on global resource management.

Global Value Chains and Production Networks: Case Studies of Siemens and Huawei presents theories and frameworks that facilitate the evolution of GPN studies, from macro perspectives based on territory and industry to the use of micro (firm-level) data. The book explores these theories and frameworks through detailed case studies of two major corporations, Siemens and Huawei. With the GPN/GVC structure of Chinese firms not well known outside China, despite the growing importance of Chinese firms in the global economy, this guide plays a pivotal role in facilitating the use of data that promise to unlock economic cooperation and value.

'Global HR practices are of incredible interest to scholars and practitioners. Brewster and Mayrhofer have done a masterful job selecting and organizing 26 incredible chapters on how to conceive, study, and practice HRM in diverse global settings. The compendium is thoughtful and thorough with integrated theoretical perspectives and unique insights on each major global region. It is an invaluable source book for those interested in global HR.' - Dave Ulrich, University of Michigan, US 'As the world becomes ''flatter'' and more interconnected, questions arise about the future of HRM. Which HRM systems are beginning or will begin to converge globally? Which systems will likely remain constrained by institutions or national culture and why? This book brings together the leading academic authorities and provides the essential starting point to answering these pressing questions.' - Patrick Wright, Cornell University, US This unique and path-breaking Handbook explores the issue of comparative Human Resource Management (HRM) and challenges the notion that there can be a 'one best way' to manage HRM. The Handbook of Research on Comparative Human Resource Management provides a theoretical, practical and regional analysis of comparative HRM. This book, edited by two specialists on comparative HRM and written by leading experts on each topic and from each region, explores the range of different approaches to conceptualising HRM, and highlights HRM policy and practice that occur in the various regions of the world. As such, the volume provides a challenge to the typical assumption that there are consistent problems in managing human resources around the globe that call for standardized solutions. Instead, the contributors emphasize the importance of institutional and cultural factors that make HRM a most context-sensitive management task. Offering a comprehensive view for readers with different interests, this insightful Handbook will prove to be an essential resource for academics, researchers and postgraduate students in international business, business administration, HRM, socio-economics and cross-cultural management. Practitioners interested in the cultural aspects of HRM will also find this Handbook invaluable. Contributors include: P. Almond, M.J. Belizon Cebada, C. Bischoff, T. Bondarouk, P. Boselie, P. Boxall, J. Brandl, C. Brewster, P. Budhwar, D.G. Collings, N. Collins, G.M. Combs, F. Dany, A. Davila, P. Debroux, P. Dowling, I. Ehnert, M. Elvira, A. Engle, E. Farndale, M. Festing, G. Florkowski, S. Frenkel, B. Gerhart, M.C. Gonzalez, S. Hayashi, N. Heraty, S. Jackson, T. Kiyomiya, A. Klarsfeld, C. Knapp, H.H. Larsen, M. Lazarova, Y.-t. Lee, D. Lepak, C. Mabey, W. Mayrhofer, K. Mellahi, M. Morley, A. Nehles, W. Nienhuser, J. Paauwe, T. Peltonen, A. Pendleton, E. Poutsma, A. Psychogios, J. Quintanilla, M. Ramirez, S. Reiche, H. Ruel, C.S. Runda, I. Sahakiants, R. Schuler, P. Sparrow, L. Susaeta, L.T. Szamosi, I. Tarique, O. Tregaskis, E. Vaara, A. Varma, C. Warhurst, M. Warner, I. Weller, J. Wisansing, G. Wood, Y. Zhu