The products that are most often the subject of mis-selling claims are usually both complex and esoteric in nature. This complexity is reflected in the law, regulation and case law that applies to these products. Nowhere is this more true than in the heavily regulated financial services sector. This accessible book is designed to provide a clear and practical guide to claims involving the mis-selling of financial products. Key features include: Clear and concise analysis on the law relating to the mis-selling of regulated financial services products Overview of the UK and European regulatory framework governing the sale of financial products and with particular focus on five key product types: credit, mortgages, interest rate hedging products, insurance, and collective investment schemes Practical information on pleading, and defending claims of mis-selling including the various causes of action and limitation periods Summary of case law which has emerged from sector specific issues and mis-selling 'scandals'. Providing a practical grounding to the topics at hand, this book will be of use to practising lawyers and in-house counsel working within the financial services industry. Academics who are researching within the fields of financial services law or consumer protection will also find this to be an informative text.

Little Book of Prada is the pocket-sized and beautifully illustrated story of the legendary fashion house. Understated elegance and luxury, technologically advanced fabrics and sublime originality of design are all hallmarks of the House of Prada. In this miniature monograph, Laia Farran Graves documents the history and heritage of the brand, from the company's origins as a leather-goods manufacturer to the global fashion empire created by Miuccia Prada. Little Book of Prada explores the evolutions and innovations of the brand, as well as a design ethos informed by an interest in minimalism and contemporary art. Images of individual garments, catwalk shots and fashion photography pay tribute to one of the world's most influential fashion houses and the woman behind it, in a perfectly designed and stylish format that makes a perfect gift for any lover of fashion.

This revised 7th edition of Martin Green and Leo Palladino's bestselling textbook, Hairdressing and Barbering: The Official Guide to Level 2, contains everything today's student needs to succeed in their Level 2 qualification. From understanding salon basics, achieving an effective colour and cut, to developing a career portfolio; this book has been updated with the latest knowledge to bring it bang up to date with current hairdressing and barbering industry requirements. Written in an engaging style, this updated edition combines the latest industry expertise with practical advice and information that will continue to inform and inspire the hairdressers and barbers of tomorrow.

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic.

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic.

Tourism is facing a new paradigm that has been brought on by the introduction of experiences in the development, management, and promotion of tourism. Associating experiences to tourism destination and products allows tourists to relate to their vacations differently and helps to fuel a destination's competitiveness and compliance with new needs and motivations that are being driven by the tourists. When properly design, managed, and developed, tourism experiences can contribute to the destination's overall sustainability by maximining tourism's positive impacts and fostering their spillover to local communities. Planning and Managing the Experience Economy in Tourism is an essential reference book that seeks to advance research on tourism experience as well as investigate how tourism experiences can create and increase tourism competitiveness. The book explores how the experience concept has evolved in the last decade, alongside the needs and motivations of consumers, and how it can be conceptualized, designed, managed, and implemented both at the tourism firm and destination levels. Delving further into concepts like creative tourism, destination attributes, and smart experiences, this book serves as a dynamic resource for travel agencies, tourism managers, tourism professionals, marketers, destination managers, government officials, policymakers, academicians, students, tourism officials, planners, and researchers.

"Whether it is a behind-the-scenes look at how these classic styles came to be or taking a front-seat look at how iconic women taught us how what it means to accessorize, this is a must-have for fashion lovers." - BELLA magazine Women love handbags because they are a perfect vehicle - not just for keys, credit cards, and lipstick, but also their dreams and desires. Luxury labels made the humble bag into a billion-dollar business in the 20th century, but the bag is more than just a status symbol. Because it is constantly being reinvented, it wields a greater influence on everyday fashion than any hemline or silhouette. For the Love of Bags is a homage to the power of the handbag: from icons like the Kelly Bag, the first "must-have" item ever, to popular Paris fashion house labels and the latest Instagram stars, this book details the history of the "it" bag and decodes the messages handbags communicate. Text in English, German and French.

The tenth volume from the successful international conference series on sustainable tourism. Tourism is an important component of development, not only in economic terms but also for knowledge and human welfare. Today, tourism is an activity accessible to a growing number of people. The phenomenon has many more advantages than disadvantages. New forms of economic development and increasing wealth of human societies depend on tourism. Human welfare has physiological and psychological elements, which tourism promotes, both because of the enjoyment of knowing new territories and increasing contacts with near or far away societies and cultures. The tourism industry has nevertheless given rise to some serious concerns, including social costs and ecological impacts. Many ancient local cultures have practically lost their identity. Their societies have orientated their economy only to this industry. Both the natural and cultural – rural or urban – landscapes have also paid a high price for certain forms of tourism. These problems will persist if the economic benefit is the only target, leading to economic gains that eventually become ruinous. It is also important to consider that visitors nowadays are increasingly demanding in cultural and environmental terms. The research papers included in this book focus on finding ways to protect the natural and cultural landscape through the development of new solutions that minimise the adverse effects of tourism.

For the current multidisciplinary community of tourism and hospitality scholars, support for research methods has been disparate and uneven. In this Handbook, renowned experts fulfil a pressing need to outline, gather and resolve methodological issues within tourism and hospitality into one original, global and comprehensive work. With over 40 chapters by leading researchers, this Handbook allows for the exploration of new innovative ideas and presents future challenges in the field. Sharing their trusted methods and previous successes and failures, the authors cover various quantitative, qualitative and mixed-methods approaches, including sampling and knowledge transfer. Sections also explore the foundations of research and wider debates in tourism and hospitality, such as ethical issues and climate change. Compiling the most up-to-date methods from global research, this Research Handbook will be a key companion for post-graduate students. Established researchers of hospitality and tourism will find this Handbook to be an excellent concise read to assist in their continuing research. Contributors include: S.-A. Adams, F. Ali, L. Andrades, V. Biaett, I. Booyens, C.B. Califf, A. Canosa, C. Cobanoglu, E.T. Coberly, C. Cooper, J.J. Daigle, S. De Urioste-Stone, A. Decrop, F. Dimanche, J.P. Fefer, X. Font, J. Fitchett, S. Goolaup, A. Graham, B.J Gregorash, T. Griffin, M. Hall, E. Hermans, A. Hindley, G. Hoogendoorn, D. Hristov, W.G. Kim, M.D. Lopez-Gamero, H. Mair, R.E. Manning, J. Masset, W.J. McLaughlin, J.F. Molina-Azorin, G. Moscardo, R. Nunkoo, A. Ogle, A.M. Oliveri, E. Park, J. Pereira-Moliner, E.M. Pertusa-Ortega, S. Pike, S. Power, G. Prayag, H.R. Ramkissoon, L. Ruhanen, B. Seetanah, S.L. Slocum, C. Soler, E. Sorokina, D. Stanford, T.S. Stumpf, J.J. Tari, V. Teeroovengadum, Thomlinson, M. Trandberg Jensen, Y. Wang, L. White, E. Wilson, N. Wise, M.-Y. Wu, P.F. Xie, J. Xu

One of the worst recessions for the past 100 years, businesses failing, a revolution in technology, increasing financial constraints, compliance stifling the ability to be nimble, changing consumer behaviour, and a market driving products towards commoditization - this is the perfect storm facing the banking industry. Disruption provides a critical understanding of the impact of the current economic crisis and the current industrial revolution on financial services, the new trends in the sector, and the opportunities for banks to leverage their unique assets and pre-empt challengers from gaining meaningful market share. The book also provides top-level advice about transforming financial services organizations by finding the right balance between short-term requirements and the imperative of long-term change. This balancing act is what the authors call the "ambidextrous approach", which requires focus on two strategic initiatives: performance and innovation.

In the wine industry, sustainability is an extremely important issue for two main reasons: Firstly, the industry faces serious threats as a consequence of climate change, as well as water and energy scarcity. Secondly, proper sustainable management of wineries can mean obtaining a competitive advantage by allowing them to increase market share and organizational innovation processes. In this sense, previous work has shown that customers tend to select wines that have been developed following sustainable practices, despite not knowing what this means in practice. Sustainability Challenges in the Wine Industry serves as a guide for study, reflection, and critique to understand sustainability in the wine industry in its triple aspect (economic, social, and environmental). The book sheds light on the new trends and challenges of the wine industry, making it a must-read for academicians and managers who want to deepen their knowledge of the wine industry as well as its link with sustainability. Covering key topics such as wine tourism, green innovation, and consumer behavior, this premier reference source is ideal for industry professionals, business owners, managers, entrepreneurs, researchers, scholars, academicians, practitioners, instructors, and students.

The sports industry had impressive global growth over the years, with factors from the introduction of e-sports and new streaming and viewing methods to sponsorships and digital media contributing to its rise. However, the COVID-19 pandemic brought upon a rapid change in this sector. Sports' seasons ended abruptly, people's escape from reality suddenly vanished, their spending attitudes changed, live games and commercial flights were suspended, hotels were impossible to book, and consumers practically turned into prisoners within their own homes. No live sports matches were to follow on any media either, so specialized sports channels were forced to play old recordings rather than broadcasting new events. Even athletes themselves struggle to stay relevant and thus, try to utilize creative methods to enhance their brand value in these difficult times. With most of the sports leagues shut down during the pandemic, with a few exceptions which performed in empty venues, the restrictions diminished the sports experience compared to the pre-COVID-19 era and the impacts were widespread. Impacts and Implications for the Sports Industry in the Post-COVID-19 Era explores the changes that have been and will continue to be created by the unexpected disruptions that occurred as a result of the pandemic within the sports industry, fans consumption, and recreational habits. The chapters explore the status of sports after the pandemic, paths to recovery, and the future of sports, along with the many impacts and issues that have arisen due to changes in the industry necessitated by COVID-19. Covering important topics such as mental health, impacts on athletes and coaches, the market value for professional sports, consumer behavior during COVID-19, and the changes in marketing, tourism, and business, this book is ideally intended for sports managers, marketers, broadcasting agencies, media specialists, brand managers, fitness professionals, practitioners, stakeholders, researchers, academicians, and students interested in the impacts on the sports industry and the outlook for sports in the post-COVID-19 era.

In May 2017, Alan Pickering won the award for the `Greatest Single Contribution to Occupational Pensions (1998-2017)' at the Professional Pensions UK Pension Awards. It was a well-received tribute to the role he had played for more than twenty years. The Pickering Report, commissioned by the Blair government, had been a blunt, brutally honest and pragmatic assessment of what needed to be done if Britain's leadership position in occupational pensions was to be maintained. In this biography, Paddy Briggs, who worked closely with the subject, focuses on the world of pensions and Pickering's leading role in it. But the story is broader and more human than the highly technical world of retirement benefits. Pickering is a baby boomer who grew up in modest circumstances in the City of York. As a child, he was diagnosed with a degenerative eyesight disease, and by his twenties he was totally blind. His disability became more of a spur to ambition and accomplishment than a restraint. This included athletic achievements such as running marathons and being a serious participant in competitive race walking. He has reached the highest levels in the world of financial services and also became a well-known racehorse owner and a vice-president of the Racehorse Owners Association.

The events industry is undergoing fundamental change. Due to the COVID 19 pandemic, this has meant the cancellation and postponement of events and a move towards online and hybrid strategies. Looking to the future, the 'new normal' for the events industry will be characterised by a quite different, transformed, events landscape which will require a thorough reimagining and reshaping of existing methods, techniques and practices. 'Reimagining and Reshaping Events: Theoretical and practical perspectives' is a unique and user-friendly text which advances managerial views on how the event industry is transforming. Packed with international real-life case studies and examples, it contextualises theory and illustrates how the industry has had to adapt whilst still considering key technological and sustainability issues. The text examines key priorities such as: * The inclusion of technological advances and the development of online and hybrid strategies; * The design of meaningful experiences considering the environment and sustainability; * Ethical catering choices, environmental and social responsibility; * Adapting to complex event situations and incorporating covid strategies; * Knowledge advancement with current technologies and sustainability practices; * The maintenance of practitioner well-being. Written in a user friendly and engaging style, it provides a blend of theory and practice that adopts a practitioner perspective but draws on theory from a broad range of discipline areas.