Sustainability accounting and accountability is fundamental in the pursuit of low-carbon and less unsustainable societies. Highlighting that accounting, organisations and economic systems are intertwined with sustainability, the book discusses how sustainability accounting and accountability broaden the spectrum of information used in organisational decision-making and in evaluating organisational success. The authors show how sustainability accounting can prove to be transformative, but only if critical questions are sufficiently addressed. This new and completely rewritten edition provides a comprehensive overview of sustainability accounting and accountability. Relevant global context and key concepts are outlined providing the reader with the conceptual resources to engage with the topic. Drawing on the most recent research and topical practical insights, the book discusses a wide variety of sustainability accounting and accountability topics, including management accounting and organisational decision-making, sustainability reporting frameworks and practices, as well as ESG-investments, financial markets and risk management. The book also highlights the role accounting has with key sustainability issues through dedicated chapters on climate, water, biodiversity, human rights and economic inequality. Each chapter is supplemented with practical examples and academic reading lists to allow in-depth engagement with the key questions. Sustainability Accounting and Accountability walks the reader through a spectrum of themes which are essential for all accountants and organisations. It helps the reader to understand why our traditional accounting techniques and systems are not sufficient for navigating the contemporary sustainability challenges our societies are facing. This key book will be an essential resource for undergraduate and postgraduate instructors and students, as an entry point to sustainability accounting and accountability, as well as being a vital book for researchers.

This book aims to provide the reader with an insight into the relevance of a section of the economy, which is often referred to as the 'social and solidarity economy' (SSE); and highlight some of the current issues in the field, how they are being addressed and some of their future implications. Using case studies from around the world, this book 'Social and Solidarity Economy: The World's Economy With a Social Face' provides an up-to-date account of the strengths and weaknesses of these initiatives across four continents including issues that have not been researched sufficiently before (e.g. circular economy, social propaganda and its dangers, social enterprise as a panacea for NGOs in developing countries, and 'new' social movements). There is growing interest in SSE initiatives among policymakers, foundations, researchers and academic institutions around the world. Despite this interest, SSE related research remains scarce. There are concerned that SSE initiatives, which contribute significantly to their local communities' development, need to be more widely disseminated amongst the general public. The Social and Solidarity Economy: The World's Economy With a Social Face will help promote the ground-breaking work being done by organisations and individuals but which remain undocumented and help to raise awareness of such initiatives as well as contribute to academia with a critical approach to the sector covering issues that have not been covered much before, such as the circular economy and the dangers of social propaganda. Aimed at researchers, academics and policy makers in the fields of Social Enterprise, CSR, Tourism, International Economics as well as supporting disciplines 'Social and Solidarity Economy: The World's Economy With a Social Face' looks to establish and help define the field.

Top presenter and trainer Steven Harris provides a highly charged practical guide to customer service, based on the award-winning principles used by his consultancy Energize Learning. Fired Up and Ready to Go! is packed with tips and exercises to help readers work towards peak performance both as individuals and within the teams they manage. The book is divided into three parts: Part One focuses on techniques for self-management and peak performance; Part Two describes the skills and behaviours required to engage effectively with customers and colleagues alike; finally Part Three focuses on the leadership skills needed to get teams, departments and companies all fired up and ready to go at all times!

There's a science to getting others to buy from you-a secret only the best salespeople, business leaders, entrepreneurs, and thought leaders in the world know: selling, at its core, isn't really about moving a product or service. It's about moving people. Having spent nearly three decades meticulously examining the skillsets required for connecting with others-through the training and coaching of thousands of sales leaders and their teams for some of the biggest brands in the world-bestselling author Lance Tyson has mastered the powers of persuasion and influence, while decoding the intricacies of why people buy from others. Whether you're a seasoned professional or an entrepreneur trying to pitch the next great idea-or maybe you just want to get better at getting what you want-The Human Sales Factor: The Human-to-Human Equation for Connecting, Persuading, and Closing the Deal is for you. This book is a peek under the hood of Lance's proven, predictable, scalable process. It's designed for sales leaders and their teams, yet is still approachable and applicable for the person who just wants to open doors and increase the chances of getting anything they want or need. Connecting and persuading are no longer soft skills. They are fundamental skills that can help you attract investors, sell products, build brands, inspire teams, and trigger movements. Despite all the processes, lingo, methodologies, and corporate rhetoric, sales-no matter the industry-has never truly been B2B or B2C. It always has and always will be done Human-to-Human.

Provides the complete web of business ideas, product design, consumer practice and regulation. Written by thought-leaders in the field of the circular economy. Thomas Rau was nominated for the Circular Economy Leadership Award of the World Economic Forum in 2016. Though the book addresses the difficult challenges of the circular economy, it describes a very complex matter in an accessible and enjoyable style.

This comprehensive volume considers the corporate social responsibility (CSR) of tourism and hospitality firms towards stakeholders, exploring CSR in terms of broad stakeholder accountability by considering both the scope of reporting and the quality of stakeholder engagement. The authors analyse how CSR contributes to shareholder accountability (i.e. as financial performance) by developing a multiple attribute decision-making model to deploy CSR resources, analysing how CSR contributes to the management of systematic risk as part of an internationalisation strategy, and showing how philanthropy is used as a legitimisation tool. The authors then review how managers negotiate CSR priorities within their organisational strategy by accounting for the utility gained by family firms from ecological and social outcomes in comparison with profit outcomes, analysing the trade-offs of co-constructing a sustainability innovation and weighting factors in water planning. They also review how employees are central to the delivery of CSR actions by exploring how green organisational culture affects organisational citizenship behaviour, how organisational green practices impact an organisation's image and its customers' environmental consciousness and behavioural intentions, and how organisational CSR affects employee pro-environmental citizenship and tourists' pro-environmental citizenship. The book concludes by reviewing the role of consumers in CSR with ten strategies to close the consumers' attitude-behaviour gap and an account of how customers' trust is a mediator between CSR, image and loyalty. This book was originally published as a special issue of the Journal of Sustainable Tourism.

This Handbook examines the area of consumer behavior from the perspective of current developments and developing areas for the discipline, to new opportunities that comprehend the nature of consumer choice and its relationship to marketing. Consumer research incorporates perspectives from a spectrum of long-established sciences: psychology, economics and sociology. This Handbook strives to include this multitude of sources of thought, adding geography, neuroscience, ethics and behavioral ecology to this list. Encompassing scholars with a passion for researching consumers, this Handbook highlights important developments in consumer behavior research, including consumer culture, impulsivity and compulsiveness, ethics and behavioral ecology. It examines evolutionary and neuroscience perspectives as well as consumer choice. Undergraduate and postgraduate students and researchers in marketing with interests in consumer behavior will find this enriching resource invaluable. Contributors: P.J. Albanese, R. Belk, C.S. Craig, S.P. Douglas, G.R. Foxall, R.E. Goldsmith, L. Green, C.S. Gulas, D.A. Hantula, M. Hubert, U. Javed, P. Kenning, M. Linzmajer, L.L. Oliveira, K. Peattie, D. Ross, H. Timmermans, R.H. Tsiotsou, M.G. Weinberger, M.F. Weinberger, V.K. Wells, J. Wirtz, M. Yani-de-Soriano, S.Y. Yousafzai, J.L. Zaichkowsky

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Even though the fractal approach to sustainability and organizational change management is not new, no authors so far seem to have truly attempted to use fractals as a mathematical means to map and measure organizational sustainability. Several sustainability maturity models and change management models and frameworks, concepts and computer generated systems came to the fore during the past two decades. They provided a set of useful tools for managers, academics and students to refer to, or on which to base their own actions and plans. However, one issue remains: most of those models and frameworks share a rather similar linear 'skeleton'; the main difference between them is the quantitative variety of steps within each phase, stage, and parameter and how in depth each of these is presented. The authors' work addresses a clear gap in the literature and in applied research, as it emphasizes the relevance of using a complex mathematically-based but user-friendly fractal approach. Readers are able to better understand, implement, map and measure change management processes leading to a sustainability-focused mindset. Subsequent chapters guide you through the steps towards creating committed sustainability-based strategies, attitudes, actions and practices across all levels in the broad organizational context. This text is essential reading for students researching business and management and who are interested in the Fractal Sustainability concept.

This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area.

Marketing researchers, companies and business schools need to be able to use statistical procedures correctly and accurately interpret the outputs, yet generally these people are scared off by the statistics behind the different analyses procedures, thus they often rely on external sources to come up with profound answers to the proposed research questions. In an accessible and step by step approach, the authors show readers which procedures to use in which particular situation and how to practically execute them using IBM (R) SPSS Statistics. IBM (R) is one of the largest statistical software providers world-wide and their IBM (R) SPSS Statistics software offers a very user-friendly environment. The program uses a simple drag-and-drop menu interface, which is also suitable for non-experienced programmers. It is widely employed in companies and many business schools also use this software package. This straightforward, pragmatic reference manual will help: professional marketers who use statistical procedures in in IBM (R) SPSS Statistics; undergraduate and postgraduate students where marketing research and research methodology are taught; all researchers analyzing survey-based data in a wide range of frontier domains like psychology, finance, accountancy, negotiation, communication, sociology, criminology, management, information systems, etc. IBM (R)'s next-generation business analytic solutions help organizations of all sizes make sense of information in the context of their business. You can uncover insights more quickly and easily from all types of data-even big data-and on multiple platforms and devices. And, with self-service and built-in expertise and intelligence, you have the freedom and confidence to make smarter decisions that better address your business imperatives.

The global, go-to guide that started the Value Selling Revolution-now updated for today's market "Value" is about more than just price. Good salespeople understand that and know what differentiates their products from that of competitors. In the first edition of Value-Added Selling, industry guru Tom Reilly tackled the most common problem that salespeople faced: overcoming customer concerns about pricing. That book went on to become the global, go-to guide for value-added selling. Since then, the industry-and the world-has changed dramatically. Developments in technology, including price comparison apps and search engines, now provide consumers with more information than ever, making it much harder to value and sell your product. Additionally, millennials, who now comprise the largest population in the workforce, prefer to do things differently than prior generations. This updated fourth edition of Reilly's classic guide examines the latest trends and technology that have impacted the market and provides expert advice on leveraging current technology to increase sales. Value-Added Selling, 4th Edition offers proven strategies and tactics to help you not only close more sales but improve repeat business without compromising on price. You'll learn how to anticipate the needs, wants, and concerns of buyers from the very beginning of the sales process. The book shows how to compete more profitably by selling value, not price.

* Provides clarity to the confusing the field of business enterprise; * Draws on theories, concepts and models from the established business great and good; * Contains international case studies to illustrate and examine globalisation. For the first time in history, more than half of the world's businesses are small, however, the technological revolution has meant that some small firms are "born global" i.e. they operate in multiple markets and/or geographies from the outset. Business enterprises need to move and adapt quickly, in line with competition and changing customer tastes. The challenges they face to succeed are relentless. '''Enterprise and its Business Environment''' offers a clear and insightful introduction to the world of business enterprise and the inner workings of the firm. It explores the role of entrepreneurs, consumers and businesses to understand how their roles affect the production and allocation of good and services and provides a solid base from which those new to the study of business can develop their own interests in relation to the most powerful economic and entrepreneurial forces shaping the world in which we live. '''Enterprise and its Business Environment''' is written and contributed to by a team of expert scholars from Heriot-Watt University, who teach across the globe. This important text: * Brings structure to the field of 'business enterprise' by organizing basic ideas and introducing concepts; * Builds on the established theories and contributions of the great and good in the field of management and organization; * Uses international case studies to examine globalisation and its significance to organisations. To help support their learning, readers have access to a range of online resources including chapter-by-chapter multiple choice questions which will enable them to assess how well they have grasped individual chapters. The text also features a range of supplementary readings, in text exercises and cases/examples to help bring concepts to life. Part of the '''The Global Management Series'''; a complete portfolio of global business and management texts that successfully meets the needs of students on international undergraduate and postgraduate business and management degree courses. Each book is a clear, concise and practical and has a thorough pedagogic structure to suit a 12 week semester. The series offers a flexible 'pick and mix' choice of downloadable e-chapters, so that users can select and build learning materials tailored to their specific needs. See www.goodfellowpublishers.com/GMS for details. Each book in the series is edited and contributed to by a team of experienced academics based in the UK, Dubai and Malaysia it provides an essential learning aid for students across a wide range of business and management courses and an invaluable teaching tool for lecturers and academics. '''Series Editors''': Robert MacIntosh, Professor of Strategy and Kevin O'Gorman, Professor of Management, both at Heriot-Watt University, UK]

The book focuses on how, when, where and why the US-based professional sports leagues extend their brands and penetrate markets in nations across the globe. The book examines the strategies, progress and expectations of each league despite the cultural, economic and political barriers that exist between and within countries and areas. It offers a model of the sports business and, where appropriate, the emergence, evolution and growth of prominent women's sports leagues are documented. This book is unique as there are no other academic publications that study and report the global ambitions of this special group of organizations in one volume. Readers such as college and university sports history, management, marketing and international business professors, students and researchers can use and apply the book, as either a teaching supplement, reference and/or literature source. It will also appeal to targeted groups beyond the academic community with strategic economic incentives to learn about sports capitalism, such as sports entrepreneurs and league officials.

Diverse in economic development, political and mass media systems, the countries in Southeast Asia cast a unique light on the parallels between development-cum-participative communication and corporate social responsibility. In our globalized environments, knowledge of power, culture and the colonial histories that influence and shape business and governance practices are increasingly important. Focusing on six countries-Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam-the book discusses how public relations (PR) and corporate social responsibility (CSR) discourse are constructed, interpreted, communicated and enacted in this diverse emerging region. By connecting the disparate disciplines of participatory and development communication with PR and CSR discourse, this innovative text explores the tensions between concepts of modernity and traditional values and their role in engendering creativity, compliance or resistance. This book will be of interest to researchers, educators and advanced students in the fields of public relations, communication, corporate social responsibility, corporate communications and Southeast Asia studies.

Although office and administrative activities are usually 60 percent of the production costs in most manufacturing organizations, these areas often get excluded during lean initiatives. To achieve lean, office activities must fully support shop floor manufacturing operations to eliminate waste. The adoption of 5S throughout all office and administrative functions is the first step to increase efficiency. In 5S for the Office: Organizing the Workplace to Eliminate Waste, Tom Fabrizio and Don Tapping bring the concepts of the 5S System -- effective tools for the elimination of waste on the shop floor -- into the office environment. The activities at the heart of 5S for the Office (organizing, ordering, cleaning, standardizing, and sustaining all of these) are completely logical. They are the basic rules for managing any effective workplace. However, it is the systematic method with which the 5S system approaches these activities that makes it unique. This book is a blueprint for building a Lean foundation for your office Readers of this book can immediately apply the concepts of 5S to their office and administrative activities, resulting in the elimination of waste, reduced production costs, and increased profits. To introduce the 5S system and sell its use to executives as well as workers, consider purchasing - ; 5S System: An Introduction DVD Catalog no. PP5934, Adhering to the principle of efficiency that defines this revolutionary and proven system, this video succinctly explains what is involved, who should participate, and what it will take to get started.

Nowadays most managers seek a complete picture when it comes to return on investment and this applies to PR too. Despite this, and the developments in measurement tools for marketing and advertising, PR has lagged behind and different professionals have favoured different models. Ralf Leinemann and Elena Baikaltseva's book brings together the range of models for evaluating PR effectiveness and develops them into a series of appropriate tools for business use. Basic concepts such as balanced scorecards, business fundamentals and planning processes are all covered. The authors also introduce their own theory of PR evaluation and apply it to five different types of activity: interviews, press conferences, generic campaigns, crisis PR and long-term projects. In addition, the book contains many valuable tips and real-life examples throughout. Written for corporate PR practitioners and marketing/communications specialists, this book brings together business objectives and the evaluation of company impact in terms of media, reputation, visibility of the company and its competitors. In total, more than 60 different methods of evaluation are discussed, providing readers with an indispensable toolkit for mapping each PR task or project by selecting the appropriate method from the menu provided.

Talk of a demographic time bomb is not new. The notion first entered public consciousness some time ago, but there is a lack of clarity about what such talk is really all about. Ageing populations are seen both as a threat and an opportunity. There is concern about discrimination against older workers, at the same time as there is concern about a shortage of labour. Migration of labour from places with young populations to places with ageing populations is sometimes seen in a positive light and sometimes quite differently. With chapters reflecting different perspectives from around the world, this book constitutes a major contribution to serious, informed debate on issues that all too often have been the subject of sensationalised media treatment. Professor Stella Vettori has assembled a collection of expert writers on the social, cultural, political and economic factors that have implications both for labour markets and the well being of older people both in developed and developing countries. As a result, anyone involved with workplace and employment policy and practice, and issues of diversity and discrimination, either at a corporate or societal level, will want to read this book. Policy implications are considered and possible solutions to seemingly intractable problems are offered in a remarkable book that embraces serious academic debate and a practical focus on real issues.

There is a revolution taking place in sales management. The sales industry is undergoing rapid change, and those who can't face up to its demands and challenges will fall by the wayside. Success in sales management now requires a solid foundation in traditional sales techniques as well as a thorough understanding of "new" ideas such as goal setting, coaching and vision-based leadership.

7 Secrets to Successful Sales Management is your practical, hands-on guide to sales management in these difficult economic times. It presents an integrated approach to sales management and combines the author's years of management experience with innovative new strategies for motivating your sales force, recruiting quality salespeople and training new employees.

There are hundreds of books out there on sales, but 7 Secrets to Successful Sales Management is one of the few aimed directly at the most critical person in the sales organization: the sales manager. It's written by a grizzled veteran who has reflected on his success and learned from his mistakes. As Jack Wilner is fond of saying, "Nothing in this book is theoretical. It's all based on one thing and one thing only-what works!"

No matter how many resources we consume we never seem to have enough. The Economics of Abundance is a balanced book in which Wolfgang Hoeschele challenges why this is so. He claims that our current capitalist economy can exist only on the basis of manufactured scarcity created by 'scarcity-generating institutions', and these institutions manipulate both demand and supply of commodities. Therefore demand consistently exceeds supply, and profits and economic growth can continue - at the cost of individual freedom, social equity, and ecological sustainability. The fact that continual increases in demand are so vital to our economy leads to an impasse: many people see no alternative to the generation of ever more demand, but at the same time recognize that it is clearly unsustainable ecologically and socially. So, can demand only be reduced by curtailing freedom and is this acceptable? This book argues that, by analyzing how scarcity-generating institutions work and then reforming or dismantling them, we can enhance individual freedom and support entrepreneurial initiative, and at the same time make progress toward social justice and environmental sustainability by reducing demands on vital resources. This vision would enable activists in many fields (social justice, civil liberties, and environmental protection), as well as many entrepreneurs and other members of civil society to work together much more effectively, make it more difficult to portray all these groups as contradictory special interests, and thereby help generate momentum for positive change. Meanwhile, for academics in many fields of study, the concept of the creation of scarcity or abundance may be a highly useful analytical tool.

Sales Management is a complete and practical handbook for all involved in the field of selling. It is an essential source book, a complete sales management course and a consultant's detailed plan in one volume. The sales manager needs all the skills and qualities of the salesperson in order to get things done by effective management of an often quite diverse team of people. The emphasis in his or her role is on planning, controlling, monitoring, managing and motivating their sales force. Step-by-step, the book provides detailed guidance to the practicalities of organization and management, including selection, training, motivation, communication and control. The author also gives in-depth analysis to such vital topics as forecasting and sales promotions, the use of planning and control forms and alternative sales distribution methods, such as franchising. It will be key reference and reading for every practising sales manager at area manager level and above in large corporations, and the field or local manager in smaller companies with less structured organizations.

The Bottom Line
Sales are the lifeline to your bottom line. To succeed in sales, you need to do the opposite of selling. Most organizations today realize the economy has brought on a shift from selling during the boom times to attracting, engaging, and empowering the new economy of buyers to buy. One absolute fact is that traditional and consultative sales methods no longer work. Businesses are experiencing slower sales, sales cycles are too long, sales professionals lose control of the sales process, and businesses' bottom lines are behind projections.
"Velocity Selling" will help you learn a non-traditional "buyer-focused" sales system that will boost your sales volume while contributing to your bottom line. As opposed to teaching selling skills, it teaches you how to facilitate the buying process by putting your focus on the buyer and how to attract, engage, and empower them to buy. As simple as A, B, C, D, it starts with building a solid foundation:
Attitude: belief in yourself, your organization, and the buyer Behavior: effective habits toward yourself, your organization, and the buyer Competencies: a systematic approach to engaging and empowering buyers to buy, if they are qualified Disciplines: practices that need to be maintained for continuous success
Yes, you can increase your bottom line while shortening your sales cycle; you can be in control of the sales process while building and maintaining relationships that will become your secondary sales force.
Without buyers there are no sales, no revenue, no organization, no jobs. But buyers are everywhere. What are you doing to help them buy?
Sales Velocity Your Bottom Line Our Passion

The authors of this text suggest that teachers need to be able to cope with pupil behaviour before thay can even begin to deliver the National Curriculum. Often classes contain both statemented children (those officially recognize as having behavioural problems) and unstatemented but difficult children. Teachers have few strategies to deal with the kind of behaviour that these children present as little, if any, of their training is allotted to classroom and child management. The authors aim to raise awareness of behavioural needs in the classroom and avoid exclusions. They do this by encouraging school staff to work together to develop policies which will encourage good behaviour.

The authors of this text suggest that teachers need to be able to cope with pupil behaviour before thay can even begin to deliver the National Curriculum. Often classes contain both statemented children (those officially recognize as having behavioural problems) and unstatemented but difficult children. Teachers have few strategies to deal with the kind of behaviour that these children present as little, if any, of their training is allotted to classroom and child management. The authors aim to raise awareness of behavioural needs in the classroom and avoid exclusions. They do this by encouraging school staff to work together to develop policies which will encourage good behaviour.