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

Leigh Fletcher: happily married stepmum to two gorgeous boys goes missing on Monday. Her husband Mark says he knows nothing of her whereabouts. She simply went to work and just never came home. Their family is shattered.

Kai Janssen: married to wealthy Dutch businessman, Daan, vanishes the same week. Kai left their luxurious penthouse and glamorous world without a backward glance. She seemingly evaporated into thin air. Daan is distraught.     

DC Clements knows that people disappear all the time – far too frequently. Most run away from things, some run towards, others are taken but find their way back. A sad few never return. These two women are from very different worlds, their disappearances are unlikely to be connected. And yet, at a gut level, the DC believes they might be.

How could these women walk away from their families, husbands and homes willingly? Clements is determined to unearth the truth, no matter how shocking and devastating it may be.

The Sunday Times Number One bestseller Adele Parks returns with her most provocative, compelling book to date: Both Of You.

Culture and its impact on health assessment and interventions is widely recognised as an essential aspect of medical training. While courses are proliferating throughout Africa and the rest of the world, there has, until now, been no suitable student textbook or reference text to support such initiatives. The authors of Cultural issues in health and health care deal with the basic principles of transcultural care and focus on training practitioners to be able to put the principles into practice in their own health settings.

My Vegetarian Braai is not about trying to convert carnivores but rather to broaden the horizons of every braaier, the ones who enjoy preparing meals for their families and friends and as well as those who will look at the photographs and say ‘I can make that’. With the growing trend of eating plant-based foods, the chances are that at some stage you will need to cater for a vegetarian or vegan.

This book will give you new ideas and delicious recipes to satisfy the taste buds of every guest that sits at your table. Even meat-eaters will be seduced by these tasty vegetarian and vegan recipes, which make brilliant side dishes to accompany any meal.

Deeping It analyses drill's fight against moral panic and its fraught relationship with the police and political authority in the UK, exemplified by constant censorship, racism, and moments such as when a drill duo became the first people in British legal history to recieve a prison sentence for simply performing a song. Policing, policy and criminalisation are the cornerstones of colonial suppression; art, self-expression and collective action are beacons of resistance. Deeping It places drill firmly in the latter category, tracing its production and criminalisation across borders and eras of the British Empire, exploring drill's artistic singularity but also its inherent threat as a Black artform in a world that prioritises whiteness. Intervening on this discourse steeped in anti-Blackness, this Inkling 'deeps' how the criminalisation of UK drill cannot be disentangled from histories, technologies, and realities of colonialism and consumerism.

An initiatory journey to unite the Feminine and Masculine within your soul and discover the Divine Love within. Many of us are feeling incompleteness at the soul level and experiencing the urgent need to restore the feminine part of our souls. But this missing part cannot be found by looking outside the self, by seeking love from another, whether, romantic, familial, or spiritual. Nor can it be found by replacing masculine energy with feminine. The lack we feel can only be healed by rediscovering Divine Love, the union of Feminine and Masculine, within each of us and activating our memories of who we truly are. Leading you on a step-by-step initiatory journey, Adele Venneri reveals how Mary Magdalene, or Myriam, is not a biblical myth, but an ancient frequency of the soul. She explains how she awakened to Myriam and was transformed from seeking outward love, which only led to suffering, to realizing that true love, true self, comes from within. Through ancestral knowledge, embedded with the frequency of Myriam, the author shows you how to stop judging and forgive yourself, reunite your feminine and your masculine, merge your light body into the physical body, and rediscover your complete soul by embodying the Magdalene frequency. She reveals new Akashic rooms where you can become aware of your multidimensionality, learn to create your own reality, and connect with Myriam and feminine and masculine archetypes. Revealing how to become the love you are rather than the love you seek, how to take on the responsibility for being the Creator of your own life, this alchemical text will transform you through the Magdalene Frequency and teach you at the soul level that you are worthy, you are joy, you are what you have always sought.

What if The One was actually the one that got away? A riveting story of love and the paradox of choice from the Sunday Times No. 1 bestselling author of Lies Lies Lies, Just My Luck, and Both Of You. Natalie and Neil everything they could want: a stylish London house, two high-flying careers, a close-knit group of friends and family. And best of all: an ideal marriage. Having children, they’ve agreed, would only disrupt their carefree lives. But then Neil turns thirty-five, and suddenly he’s longing for a baby. However, Nat has not had a similar change of heart. As they no longer agree on this fundamental issue, their once perfect relationship starts to crumble. Nat starts to think about her exes and wonders if one of the men she has loved in the past can offer her a future, or by looking over her shoulder is she simply going to trip up? Sunday Times Number One bestseller Adele Parks asks the ultimate ‘what if’ question in this insightful, smart, funny novel about revisiting your past… Praise for Men I’ve Loved Before: ‘A fabulous mix of comedy, real life and emotional depth’ Daily Express ‘A wicked pleasure’ Woman & Home ‘Observant, sensitive and we like this a lot!’ Closer ‘A dazzling novel full of emotional set-pieces and real insight into relationships between men and women… This is Parks at her best’ Heat ‘She is a particularly acute observer of relationship ups and downs, and her stories are always as insightful as they are entertaining’ Daily Mirror Praise for Adele Parks: ‘Adele Parks never takes her foot off the gas, every book is tighter, faster, better than the last’ Lisa Jewell 'Gripping, moving and elegantly written' Marian Keyes ‘Brilliantly twisty… but is also so insightful about human nature. A triumph’ Lucy Foley ‘A compelling take on one of those “what if� scenarios that we’ve all wondered about. Addictive, provocative and thoroughly relatable… brilliantly crafted’ T.M. Logan ‘An absolute joy’ Jane Fallon ‘As ever, Adele Parks does not disappoint – you’ll love it’ Ruth Jones

British 'zomcom' (or zombie comedy, if you prefer) starring Danny Dyer. When six men suffering from various symptoms of mid-life angst head off for a weekend in a remote country village to reconnect with their masculinity, they discover that all the women there have been infected with a virus that turns them into man-hating cannibals. The idea of a mid-life crisis quickly pales into insignificance compared with the catastrophe the men now face.

One Last Secret ... would you kill to keep it? 'Absolutely gripping' Lisa Jewell 'I'll drop anything for a new Adele Parks' Lucy Foley 'Whip-smart protagonist, immensely satisfying' Karin Slaughter 'Parks gets better and better' Gillian McAllister 'Original and utterly compelling' Peter James One last client A week at a beautiful French chateau should be an easy final job for Dora. She's smart, stunning and discreet. She only needs to convince the other guests that she's Daniel's girlfriend. One last chance One final, luxurious week and she can leave the dangerous, difficult escort world, because Dora has fallen in love and is ready to embrace a better future. One last secret But as the guests assemble, it becomes terrifyingly apparent that putting her past behind her is impossible. And one last secret could cost Dora everything, including her life... From the Sunday Times Number One bestseller Adele Parks comes a blisteringly provocative novel about power, sex, money and revenge. Praise for One Last Secret: 'Absolutely gripping, this is revenge lit at its best' Lisa Jewell 'I'll drop anything for a new Adele Parks: she nails it every time' Lucy Foley 'Perfection' Daily Mail 'A whip-smart protagonist, immensely satisfying twists and turns and powerful emotional undercurrents' Karin Slaughter 'An astonishing achievement, Parks gets better and better' Gillian McAllister 'A high-octane read' Prima 'Original and utterly compelling' Peter James 'Serves up the perfect dose of escapism laced with tension and darkness' Cosmopolitan 'Adele Parks is the queen of the domestic drama' Sally Hepworth 'Deliciously deceptive and darkly satisfying. I loved it' Jane Fallon 'Adele Parks goes fearlessly into worlds... She pulls it off every time' Jane Corry 'Tense' Best '5*... This dark, twisted tale gets better with every page' The Sun ''Perfect pacing... a clever plot with several jaw-dropping twists and a protagonist you'll find yourself rooting for...' My Weekly 'A sassy voice and - in true Parks style - a serpentine twist that comes back to bite you' Saga

Act like a lady. Land a career. Find a man. Learn how to cook. Rear amazing kids. Oh And be sure you stay thin. Pressure to perform and conform starts early in a woman's life and never stops. In attempts to compensate and keep up appearances, we lose our ability to keep in touch with the truest parts of ourselves. We put on masks and hide the painful parts of our stories. If we get a quiet moment, we are ambushed with doubts: Who am I? This book serves as a companion as we find ourselves, our sense of community and our identity in God. Designed to take you deeper with God on your own or with a group of sisters, journey alongside experienced ministers Adele Ahlberg Calhoun and Tracey Bianchi into some of the places where women struggle--no matter what their age or life-stage. Personal resources like journaling questions and a small group guide help women support each other on the way. These pages offer a reminder that there is a beloved, "true you" waiting to be known in each of us and that a world in need awaits the unique stories that each of us were made to tell. Will you use your voice?

Die Grootboeke pas by die leerder se ontwikkelingstadium, ervaringswereld en belangstellingsveld; sluit aan by en verryk die temas wat vir Huistaal gekies is; bevat 'n wye verskeidenheid tipes teks, bv. Stories, feiteteks, rympies, raaisels; is so geillustreer dat dit visuele geletterdheid bevorder; bevat uithaalbladsye met hulpbronne vir die onderwyser.

Die Grootboeke pas by die leerder se ontwikkelingstadium, ervaringswereld en belangstellingsveld; sluit aan by en verryk die temas wat vir Huistaal gekies is; bevat 'n wye verskeidenheid tipes teks, bv. Stories, feiteteks, rympies, raaisels; is so geillustreer dat dit visuele geletterdheid bevorder; bevat uithaalbladsye met hulpbronne vir die onderwyser.

Die Grootboeke pas by die leerder se ontwikkelingstadium, ervaringswereld en belangstellingsveld; sluit aan by en verryk die temas wat vir Huistaal gekies is; bevat 'n wye verskeidenheid tipes teks, bv. Stories, feiteteks, rympies, raaisels; is so geillustreer dat dit visuele geletterdheid bevorder; bevat uithaalbladsye met hulpbronne vir die onderwyser.

The big books suit the learner's stage of development, life experiences and field of interest; complement and enrich the topics chosen for home language; contain a wide variety of text types, e.g stories, factual texts, rhymes, riddles; are illustrated so that visual literacy is promoted; contain removable pages with resources for the teacher.

How did Rodrigo Duterte earn the support of large segments of the Philippine middle class, despite imposing arbitrary authority and offering little tolerance for dissent? Has the Filipino middle class, heroes of the 1986 People Power Revolution, given up on democracy? Chasing Freedom retells the history of Philippine democracy, employing a genealogical approach that makes visible the forms of power that have shaped and constrained understandings of democracy. The book traces the attitudes of the Filipino middle class from the beginning of American colonization in 1898, to the present. It argues that democracy in country has been, and continues to be, lived in an ambivalent way a result of the contradictions inherent in Americas imperial project of democratic tutelage. Humiliation of the colonial past fuels the imperative to search for more authentic self-determination; at the same time, Filipinos are haunted by self-doubt over the capacity of its people to correctly manage the freedom that democracy provides. This simultaneous yes and no has persisted after independence in 1946 until today; it is the masterful mobilization of this democratic ambivalence by authoritarian populists like Rodrigo Duterte that helps to explain the effectiveness of their political narratives for middle-class audiences. The Philippines is a bellwether case with lessons of global importance in an age when disenchantment with democracy is on the rise. While ambivalence may result in failure to meet a democratic ideal it may, nevertheless, be one of democracys safeguards. This work is at the forefront of recent debates about middle class-led democratic backsliding, with scholars unable to reconcile the appeal of authoritarian populists amongst those who have historically been expected to be democracys vanguard.

No matter what you teach, there is a 100 Ideas title for you! The 100 Ideas series offers teachers practical, easy-to-implement strategies and activities for the classroom. Each author is an expert in their field and is passionate about sharing best practice with their peers. Each title includes at least ten additional extra-creative Bonus Ideas that won't fail to inspire and engage all learners. Adele Darlington shares 100 creative and innovative ideas to engage pupils in all areas of the primary National Curriculum for art. Featuring a whole host of step-by-step activities with tips, bonus ideas and resource lists, this book will help primary teachers develop pupils' knowledge and shape their attitudes towards creativity. From exploring mark making through a musical Pen Disco to designing an eco-friendly home of the future, these fun activities cover drawing, painting, sculpture, and learning about different artists and creative careers. Each idea uses accurate art terminology, with clear explanations, to ensure children are being exposed to key vocabulary and concepts. The ideas are ready to use and easy to follow for all primary teachers, regardless of their experience or level of confidence in teaching art. Written by experts in their field, the 100 Ideas books offer practical ideas for busy teachers. They include step-by-step instructions, teaching tips and taking it further ideas. Follow the conversation on Twitter using #100Ideas.

The editors' substantive introduction and the specially commissioned chapters in this Handbook explore the emergence of transnational labour law and its contested contours by juxtaposing the expansion of traditional legal methods with the proliferation of contemporary alternatives such as indicators, framework agreements and consumer-led initiatives. Key international (ILO, IMF, OECD) and regional (EU, IACHR, SADC) institutions are studied for their coverage of such classic topics as freedom of association, equality, and sectoral labour standard-setting, as well as for the space they provide for dialogue. The volume underscores transnational labour law's capacity to build hard and soft law bridges to migration, climate change and development. The volume roots transnational labour law in a counter-hegemonic struggle for social justice. Bringing together the scholarship of 41 experts from around the globe, this book encompasses and goes beyond the role of international and regional organizations in relation to labour standards and their enforcement, providing new insights into debates around freedom of association, equality and the elimination of forced labour and child labour. By including the influence of consumers in supply chains alongside the more traditional actors in this field such as trade unions, it combines a range of perspectives both theoretical and contextual. Several chapters interrogate whether transnational labour law can challenge domestic labour law's traditional exclusions through expansive approaches to equality. The volume moves beyond WTO linkage debates of the past to consider emerging developments toward social regionalism. Several chapters explore and challenge public and private international aspects of transnational labour law, revealing some fragmentation alongside dynamic experimentation and normative settling. The book argues that 'social justice' is at least as important to the project of transnational labour law today as it was to the establishment of international labour law. Academics, students and practitioners in the fields of labour law, international law, human rights, political science, transnational studies, and corporate social responsibility, will benefit from this critical resource, given the book s eye-opening examination of labour governance in the contemporary economy. Contributors: Z. Adams, P.C. Albertson, J. Allain, R.-M.B. Antoine, A. Asante, P.H. Bamu, M. Barenberg, J.R. Bellace, G. Bensusan, A. Blackett, L. Boisson de Chazournes, S. Charnovitz, B. Chigara, K. Claussen, L. Compa, S. Cooney, S. Deakin, J.M. Diller, D.J. Doorey, R.-C. Drouin, P.M. Dumas, F.C. Ebert, C. Estlund, A. van Hoek, J. Hunt, K. Kolben, C. La Hovary, B. Langille, J. Lopez Lopez, I. Martin, F. Maupain, F. Milman-Sivan, R.S. Mudarikwa, A. Nononsi, T. Novitz, C. Sheppard, A.A. Smith, A. Suktahnkar, J.-M.Thouvenin, A. Trebilcock, R.Zimmer

Adelle Waldman’s hit debut novel earned her the title of “this generation’s Jane Austen� (Boston Globe). In Help Wanted, Waldman brings her unparalleled wit and knack for social observation to the world of work. At a big-box store in a small town in upstate New York, the members of Team Movement clock in every day at 3:55 AM. Under the eyes of a self-absorbed and barely competent boss, they empty the day’s truck of merchandise, stock the shelves, and scatter before customers arrive. When a golden opportunity for a promotion presents itself, the diverse members of Movement—among them a comedy-obsessed oddball who acts half his age, a young woman clinging to her “cool kid� status from high school, a college football hopeful trying to find a new path—band together and set a just-so-crazy-it-might-work plot in motion. A darkly comic workplace caper that explores the aches and uses of solidarity, Help Wanted is a deeply humane portrait of people trying, against increasingly long odds, to make a living.

Sing along with 8 festive tunes as you join in the Mouse Family's preparations for a magical day. Simply press the page to hear the songs in this interactive sound book, which also includes the song lyrics and sheet music for budding musicians. Packed with Christmas spirit, this is the perfect book to help readers celebrate the festive season.  Songs include: O Christmas Tree We Wish You a Merry Christmas Jingle Bells Deck the Halls O Holy Night Silent Night Rudolph the Red-Nosed Reindeer Joy to the World