Business

• Balanced coverage of customer service skill and technology.
  • Provides students with coverage of the entire customer support market.
     
• Conversational, readable style–Demystifies technology in plain English.

  • Prevents students' frustration by providing clear explanations and avoiding (or explaining) jargon.

• Margin notes–Highlight key ideas throughout the text.

  • Reinforces for students key points in concise, clear language.

• Cartoons.

  • Holds students' interest by illustrating concepts in a fun, accessible manner.

• “What You'll Learn in this Chapter,” “A Final Thought,” Summary of Key Ideas, and Key Terms and Concepts–Included in each chapter.

  • Previews and clarifies for students the content of each chapter.

• Application activities.

  • Apply for students chapter ideas in real-world activities.

• “Another Look” sidebars–Reinforce text.

  • Provides students with additional sources for learning.

• Companion Website.

  • Gives students a technological tool that supports the text material.

• Leader's Guide.

  • Provides instructors with valuable course support.

I. CUSTOMER LOYALTY AND YOUR SUCCESS.

II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.

III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.

IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.

Technical Customer Service  [NETEFFECT SERIES]   (Business Studies)
Customer Service  (Hospitality)
Sales Management  [SUPPLEMENTAL/VALUE PACK ITEMS]   (Marketing)
Customer Service  [NETEFFECT SERIES]   (Business Studies)
Customer Relationship Management  [SUPPLEMENTAL/VALUE PACK ITEMS]   (Marketing)

"(This book includes a good survey of technology that will impact the industry and customer loyalty. It was well written and very well presented . . . . Easy to understand." Rick C. Farr, Ph.D., Utah Valley State College

"This book is informative—it contains lots of "to-do's" and "not-to-do's" . . . tips on how to do it right—not requiring huge technical knowledge-but how to make the right decisions or to evaluate decisions of others . . . ." — Sherron Bienvenue, Ph.D., International Training Consultant

Leader's Guide on CD-ROM
Timm & Jones
©2005 | Prentice Hall | CD-ROM Only | Out of Stock
ISBN-10: 0131711032 | ISBN-13: 9780131711037
Suggested retail price: $0.00Net price: $0.00  (What's this?)

Leader's Guide with Tests Website
Timm
©2005 | Prentice Hall | On-line Supplement; 96 pp | Instock
ISBN-10: 0130483362 | ISBN-13: 9780130483362
This online resource is available at no cost at http://www.prenhall.com/business_studies.
    View Downloadable Files

Give your students a choice! PearsonChoices products are designed to give your students more value and flexibility by letting them choose from a variety of text and media formats to best match their learning style and their budget.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, see the Packages Tab.

• 
  Business Skills Custom Library
  Pearson Learning Solutions
  ©2009 | Prentice Hall | On-line Supplement | Instock
  ISBN-10: 0135075475 | ISBN-13: 9780135075470
  This online resource is available at no cost.Brief Description

  

  Business Skills lets you create your own customized textbook by selecting the chapters you need -- in the sequence you want -- from texts covering diverse topics as human relations and interpersonal skills, personal and professional development,  customer service,  leadership and management issues, workplace ethics, and business communications.  

• 
  Technology and Customer Service: Profitable Relationship Building (NetEffect Series), CourseSmart eTextbook
  Timm & Jones
  ©2005 | Prentice Hall | Electronic Book; 208 pp | Instock
  ISBN-10: 0131882465 | ISBN-13: 9780131882461
  Online purchase price: $25.30Students can purchase immediate access at http://www.coursesmart.com.
  Brief Description

  

  CourseSmart Textbooks Online is an exciting new choice for students looking to save money. As an alternative to purchasing the print textbook, students can subscribe to the same content online and save up to 50% off the suggested list price of the print text. With a CourseSmart etextbook, students can search the text, make notes online, print out reading assignments that incorporate lecture notes, and bookmark important passages for later review. For more information, or to subscribe to the CourseSmart eTextbook, visit www.coursesmart.com.

   

This title is a member of the The NetEffect Series Series, which also contains the titles below . You can also visit the NetEffect Series Series page.

• 
  Building Your Network Through Communication (NetEffect Series)
  Bell & Smith
  ©2004 | Prentice Hall | Paper; 176 pp | Instock
  ISBN-10: 0130917591 | ISBN-13: 9780130917591
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.60  Buy from myPearsonStoreNet price: $15.50  (What's this?)Brief Description

  

  For courses in Intro to Business, Team Building, and Job Search Skills.

  This “full service” guide to networking provides explanation and training in the communication and intercultural tools necessary to build a domestic and international web of professional contacts. It contains practical techniques and strategies for network relations, and in-depth discussions on gender communication, intercultural communication, nonverbal aspects of networking, and special challenges for women in business. An easy-to-administer evaluation enables students to determine their communication profiles for use in building networks.

• 
  Coaching and Mentoring Skills (NetEffect Series)
  DuBrin
  ©2005 | Prentice Hall | Paper; 192 pp | Instock
  ISBN-10: 0130922226 | ISBN-13: 9780130922229
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Human Relations, Applied Psychology, Leadership, and Supervision.

   

  This practical, hands-on text covers twelve key areas of skill development that enable today’s students to become effective coaches and mentors of tomorrow. It contains useful and serious advice - based on research, theory, and practice–encouraging innovation, improvement, and the type of individual contributions that create an environment of corporate success and continuous learning.

• 
  Communication Technologies (NetEffects Series)
  Gehris & Szul
  ©2002 | Prentice Hall | Paper; 267 pp | Instock
  ISBN-10: 0130400246 | ISBN-13: 9780130400246
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $84.20  Buy from myPearsonStoreNet price: $63.15  (What's this?)Brief Description

  

  For courses in Business Communication, Office Procedures, Telecommunications Survey, Telecommunications, Communication Hardware, Information Systems Hardware, and Telecommunications for Managers.

  This text provides an overview of electronic communication systems and telecommunications as part of end-user computing. It establishes a theoretical foundation by exploring technology's role in communications, and articulating the history of the development of communication technologies. Students will gain a strong foundation in telecommunication technology applications, Internet/Web tools and resources, and network and telephony fundamentals.

• 
  Conflict Survival Kit, The: Tools for Resolving Conflict at Work
  Goodwin & Griffith
  ©2007 | Prentice Hall | Paper; 352 pp | Instock
  ISBN-10: 0131183036 | ISBN-13: 9780131183032
  Suggested retail price: $34.40  Buy from myPearsonStoreNet price: $21.67  (What's this?)Brief Description

  

  Offering essential tools and strategies for conflict management,The Conflict Survival Kit: Tools for Resolving Conflict at Work is designed for those who need instant skill building and practical methods for handling organizational and personal conflicts. It provides a firm grounding in basic interpersonal communication and management skills–such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making–and contains unique chapters on practice and application. Tools for the Conflict Survival Kit provide strategies that can be used immediately in workplace situations. Case studies and role plays give students practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft.  

• 
  Crafting Multimedia Text: Websites and Presentations (NetEffect)
  Moran
  ©2005 | Prentice Hall | Paper; 256 pp | Instock
  ISBN-10: 0130990027 | ISBN-13: 9780130990020
  Suggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

   

  An excellent resource for those in Journalism, Business, Education, Multimedia writing, Communications, and Web design.

   

  This unique, exciting book introduces “new media writing” strategies and techniques. Understand how to write and how to display content for websites, slide shows, and other visual presentations. Differentiate between viewers (who see words projected on a computer or projector screen) and readers (who read words on paper).

   

• 
  Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series), 2/E
  Anton & Petouhoff
  ©2002 | Prentice Hall | Paper; 272 pp | Instock
  ISBN-10: 0130990698 | ISBN-13: 9780130990693
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.

  Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

• 
  Developing Leadership Abilities (NetEffect Series)
  Bell & Smith
  ©2002 | Prentice Hall | Paper; 138 pp | Out of Print
  ISBN-10: 0130917583 | ISBN-13: 9780130917584
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $23.80  Net price: $14.99  (What's this?)Brief Description

  

  For courses in Career Development, Job Search Strategies, and Group Dynamics.

  This brief primer teaches which specific skills matter most for those assuming a leadership role. Readers begin by measuring their current leadership experience and follow a step-by-step method through the chapter sequence which helps extend and refine their leadership insights and techniques. Leadership is discussed in a global context, to help readers succeed in college, career, and personal endeavors.

• 
  E-Mail: Communicate Effectively (NetEffect Series)
  Terminello & Reed
  ©2003 | Prentice Hall | Paper; 164 pp | Instock
  ISBN-10: 013041817X | ISBN-13: 9780130418173
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $20.60  Buy from myPearsonStoreNet price: $12.98  (What's this?)Brief Description

  

  For courses in Internet for Business Communications and Business Communication.

  This easy-to-read, in-depth treatment provides comprehensive information and expert advice on communicating effectively and responsibly through e-mail. It contains learning activities that will help students gain proficiency in the basic skills and beyond—presenting a system for applying the core skills to enhance customer service and build loyal partnerships.

• 
  Effective Business Presentations (NetEffect Series)
  Tisdale
  ©2005 | Prentice Hall | Paper; 240 pp | Instock
  ISBN-10: 0130977357 | ISBN-13: 9780130977359
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For oral presentation and presentation studies courses in business.

  Exclusively addressing business presentations, this book not only explores structured approaches to creating and delivering effective business presentations; it also supports quality coaching in managing and assessing the presentation process. The purpose of this text is two-fold: 1) to offer presenters strategies to plan, develop, and deliver effective business presentations and; 2) to provide tools so presenters can constructively assess their performance.

• 
  Effective Change Management: Ten Steps for Technical Professions (NetEffect Series)
  Goetsch & Richburg
  ©2005 | Prentice Hall | Paper; 288 pp | Instock
  ISBN-10: 0130485233 | ISBN-13: 9780130485236
  Suggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For technical courses in technology, engineering, construction, and formation technology programs.

   

  This text contains practical, hands-on step-by-step applications of change management principles that stress the importance of improvement within organizations—rather than simply making changes. It examines the competitive advantage school of thought from the perspective of technical professionals, and sees the need for change as being directly tied to the need to gain and maintain competitive advantages in the global marketplace.

• 
  Effective Customer Service: Ten Steps for Technical Professions (NetEffect)
  Goetsch & Davis
  ©2004 | Prentice Hall | Paper; 304 pp | Instock
  ISBN-10: 0130485292 | ISBN-13: 9780130485298
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  For Customer Service courses found in both 2 year and 4 year engineering technology, manufacturing technology, construction technology or quality control programs. Also found in engineering management programs at the graduate level. May also be found in Quality Control curricula.

  • This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and construction firms. It provides users with a ten-step model for quality customer service, and an understanding of how customers define value. The book's “customer-is-king” philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. * Part of the NetEffect Series.

• 
  Effective Leadership: Ten Steps for Technical Professions (NetEffect Series)
  Goetsch
  ©2005 | Prentice Hall | Paper; 288 pp | Instock
  ISBN-10: 0130485101 | ISBN-13: 9780130485106
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For leadership courses in technology, engineering, construction, and information technology.

  Part of the NetEffect series, this book takes a practical, step-by-step approach to developing leadership skills necessary for students to succeed in technical professional careers. Written to address the need for technical students who need “soft skills” in technical professions.

• 
  Effective Strategic Planning for Competitive Advantage: Ten Steps for Technical Professions (NetEffect)
  Goetsch
  ©2006 | Prentice Hall | Paper; 224 pp | Instock
  ISBN-10: 013048525X | ISBN-13: 9780130485250
  Suggested retail price: $22.80  Buy from myPearsonStoreNet price: $14.36  (What's this?)Brief Description

  

  Effective Strategic planning is one of the most important steps a company needs to take in order to have a competitive advantage in today's marketplace.  Effective Strategic Planning for Competitive Advantage: Ten Steps for Technical Professionals presents the reader with a ten-step model that represents  a comprehensive effective approach to strategic planning.

• 
  Effective Teamwork: Ten Steps for Technical Professions (NetEffect)
  Goetsch
  ©2004 | Prentice Hall | Paper | Instock
  ISBN-10: 0130485276 | ISBN-13: 9780130485274
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  For teamwork—oriented Management Courses found in both 2 year and 4 year engineering technology, manufacturing technology, industrial technology, and quality control programs. Also found in Engineering Management programs at the graduate level.

  Approaching teamwork from the technical professional's perspective, this comprehensive, hands-on manual provides a ten-step model for effective teamwork and covers the essential teamwork principles with simulation cases in every chapter. The text addresses the three types of teamwork teams, improvement teams and standing committees—as well as the factors that work against effective teamwork, the character traits that promote effective teamwork and team leadership principles.

• 
  Ethics at Work (NetEffect Series)
  Cox, Hunt & Hunt
  ©2005 | Prentice Hall | Paper; 112 pp | Instock
  ISBN-10: 0130450316 | ISBN-13: 9780130450319
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Business Ethics.

  This easy-to-understand text presents students with insightful discussion of practical business issues in today’s workplace. It contains numerous examples, and real-world case studies and questions that illustrate dilemmas students can resolve.

• 
  Internet Marketing (NetEffect Series)
  Cox & Koelzer
  ©2004 | Prentice Hall | Paper; 324 pp | Instock
  ISBN-10: 0130336289 | ISBN-13: 9780130336286
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Marketing and Internet Marketing.

  This comprehensive text makes the world of Internet marketing understandable and accessible, and explores its relationship to traditional marketing—building on learners' previous marketing knowledge of positioning, audience, target markets, and direct response marketing. Clear language, logical organization, and pertinent, practical examples give readers the Internet marketing “how-to” and allows them to relate this material to their own goals, products, and services.

• 
  Interviewing for Success (NetEffect Series)
  Bell & Smith
  ©2004 | Prentice Hall | Paper; 144 pp | Instock
  ISBN-10: 0130335304 | ISBN-13: 9780130335302
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.60  Buy from myPearsonStoreNet price: $15.50  (What's this?)Brief Description

  

  For use in Careers and Job Placement classes and as a supplementary text in Introduction to Business courses.

  This unique text presents the latest information on how to succeed in the interview process, whether as an interviewee or an interviewer. Both verbal and nonverbal skills crucial to interview success are discussed in detail. Special emphasis is placed on the selection interview, including current structured approaches to the hiring interview; nine other forms of interviewing common in government, business, and other organizations are also explained and exemplified. Sample questions are included for student review and practice, along with “Your Turn” exercises and “Insight” call-outs, which emphasize key themes in the book.

• 
  Law for Global Commerce: A Tour (NetEffect Series)
  Neipert
  ©2002 | Prentice Hall | Paper; 159 pp | Instock
  ISBN-10: 0130408735 | ISBN-13: 9780130408730
  URL:  http://www.prehall.com/neteffectSuggested retail price: $50.40  Buy from myPearsonStoreNet price: $31.75  (What's this?)Brief Description

  

  For undergraduate-level courses in International Business Law.

  Filling the void for an international business law reference designed for students with little or no legal background, A Tour of Law for Global Commerce provides an understandable introduction to the basics of what an international business person needs to know in order to function in the international legal environment. Comprehensive discussions of topics such as cultural and historical perspectives that affect how laws are applied, how international business disputes are resolved, advertising and marketing regulations and major trading agreements in force are designed to prepare students to succeed in the real world of international business.

• 
  Leadership: Essential Steps Every Manager Needs to Know (NetEffect Series), 3/E
  Chapman & O'Neil
  ©2000 | Prentice Hall | Paper; 180 pp | Instock
  ISBN-10: 0130100196 | ISBN-13: 9780130100191
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $50.40  Buy from myPearsonStoreNet price: $31.75  (What's this?)Brief Description

  

  For college and graduate-level courses and training in Leadership, Management, Supervision, Human Relations, Communication and Career Development.

  This text takes a learner-empowerment approach in providing practical, sound principles for leadership skills development. Each chapter outlines a separate leadership skill in an easy-to-read format which motivates students to take action. Exercises, examples and self-checks enable students to become self-directed learners.

• 
  Learning Team Skills (NetEffect Series)
  Bell & Smith
  ©2003 | Prentice Hall | Paper; 128 pp | Instock
  ISBN-10: 0130336742 | ISBN-13: 9780130336743
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.60  Buy from myPearsonStoreNet price: $15.50  (What's this?)Brief Description

  

  For courses in Freshman orientation that focus on personal development, Team and Group Dynamics.

  An invaluable resource for college and career environments, this concise book is designed to teach the reader about the traits and skills which make up a successful team and how to effectively contribute to overall team success as an individual member. Chapters progress from the origins of team development through membership, processes, interpersonal relationships, conflict resolution, leadership issues, and goal achievement.

• 
  Listening Effectively: Achieving High Standards in Communication (NetEffect Series)
  Kline
  ©2003 | Prentice Hall | Paper; 78 pp | Instock
  ISBN-10: 0130488410 | ISBN-13: 9780130488411
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $22.60  Buy from myPearsonStoreNet price: $14.24  (What's this?)Brief Description

  

  For courses on Business Communication, Leadership, Management, Speech Communication, Interpersonal or Relationship Skills.

  Short and easy to read—yet substantive—this practical, learner-centered handbook was written by an experienced communicator who has taught thousands of corporate managers, military officers, and college students how to become better listeners. Unlike other texts on listening—which are either too long on theory or too short on substance—it teaches theoretically-based and acknowledged techniques—thoughts, attitudes, and skills—necessary for becoming a better listener. A variety of interesting, engaging, interactive, and sometimes humorous examples and exercises keep students personally involved with the content.

• 
  Making Diversity Work (NetEffect Series)
  Carr-Ruffino
  ©2005 | Prentice Hall | Paper; 408 pp | Instock
  ISBN-10: 0130485128 | ISBN-13: 9780130485120
  Suggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Diversity and Human Relations.

   

  This text takes students through a five-step learning process that teaches them how to manage diversity. It broadens their viewpoints, beliefs, and attitudes; promotes an understanding of widely varying and equally valid worldviews; and prepares future leaders to effectively collaborate with the diverse groups they will encounter in the work and market places.

• 
  Meeting Management (NetEffect Series)
  Smith
  ©2001 | Prentice Hall | Paper; 166 pp | Instock
  ISBN-10: 0130173916 | ISBN-13: 9780130173911
  URL:  http://www.prehall.com/neteffectSuggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  For freshman-sophomore-level courses in Presentations, Meeting Planning, Oral and Written Business Communication, Interpersonal Skills, and Human Behavior at Work.

  This applications-oriented text provides readers with practical information on how to manage meetings—in other words, lead them effectively in the shortest time frame possible. It outlines the content of three types of meetings: information-giving, interactive, and problem solving, offering details on how to prepare for, and preside over, each.

• 
  Motivating Yourself for Achievement (NetEffect Series)
  Bell & Smith
  ©2003 | Prentice Hall | Paper; 112 pp | Instock
  ISBN-10: 0130335428 | ISBN-13: 9780130335425
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.60  Buy from myPearsonStoreNet price: $15.50  (What's this?)Brief Description

  

  For courses in Motivation, Career and Self Explorations, and Freshman Orientation/Student Success.

  Written in an interest-grabbing, person-to-person style, this brief, supplemental, unique step-by-step guide/workbook explores both the classic and most recent theories and applications of human motivation, showing students how to come to terms with personal motivators and use them for higher levels of achievement. Hands-on in approach, it combines assessment activities, narrative, and frequent opportunities for students to enter their own thoughts, reactions, and experiences—resulting in an insightful intellectual diary on the nature of one's own personal motivation profile.

• 
  Motivation: An ATM Card for All Seasons (NetEffect Series)
  O'Neil
  ©2003 | Prentice Hall | Paper; 220 pp | Available on Demand   What's this?
  ISBN-10: 0130170860 | ISBN-13: 9780130170866
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Human Resources Development, Communication, and Supervision.

  This easy-to-read, interactive text helps readers a)understand, identify, and activate their motivators, b)better understand themselves and their actions, c)appreciate the actions of others, and d)maximize how they contribute to their own (and others') motivation for a more fulfilling life. Its approach incorporates a potpourri of concepts and elements that have significance to understanding and applying motivation to everyday activities.

• 
  Needs Development: Negotiation and Presentation for Success (NetEffect Series)
  Ritchie
  ©2002 | Prentice Hall | Paper; 117 pp | Instock
  ISBN-10: 0130325856 | ISBN-13: 9780130325853
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  For courses in Supervision and Creativity in Management.

  This text provides an innovative, skills-based approach to needs development, negotiating, and presentation that readers can learn and use to achieve effective and focused application of personal strengths. It enables them to understand the skills and processes necessary to meet both the logical and emotional requirements of people and organizations, while respecting operational time constraints.

• 
  Painless Performance Evaluations
  Green
  ©2006 | Prentice Hall | Paper; 176 pp | Instock
  ISBN-10: 0131706756 | ISBN-13: 9780131706750
  Suggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  Appropriate for management, human resource, and business communication courses at the undergraduate or graduate level. 

   

  Painless Performance Evaluations brings a practical, step-by-step approach to managing employee performance by providing models for setting clear performance expectations and for conducting performance-related discussions. The approaches offered by Green are widely used in organizations of all sizes to guide managers and supervisors through the performance management process. 

• 
  Quick Course in Statistical Process Control (Net Effect)
  Norton
  ©2006 | Prentice Hall | Paper; 416 pp | Instock
  ISBN-10: 0131346660 | ISBN-13: 9780131346666
  Suggested retail price: $53.00  Buy from myPearsonStoreNet price: $39.75  (What's this?)Brief Description

  

  For courses in Statistical Process Control, and for use in Six Sigma and Certified Quality Improvement Associate training programs.

    

  Utilizing a practical “how-to” approach, this text shows students how to apply the principles of SPC to the making of business decisions and better quality products.  It integrates examples that use Microsoft Excel functions and Minitab.

• 
  Six Sigma: Basic Tools and Techniques (NetEffect)
  Summers
  ©2007 | Prentice Hall | Paper; 416 pp | Instock
  ISBN-10: 0131716808 | ISBN-13: 9780131716803
  Suggested retail price: $42.40  Buy from myPearsonStoreNet price: $31.80  (What's this?)Brief Description

  

  With a focus on training, Six Sigma: Concepts, Tools and Techniques captures the fundamentals of Six Sigma methodology and shows how to use its tools and techniques to improve customer satisfaction and business performance. Offering a practitioner’s point of view, this book covers key topics such as leadership and strategic planning; creating a customer focus; quality function deployment; teams and teamwork; DMAIC problem-solving; measures and metrics; project management; statistical methods; control charts; design of experiments; reliability; failure modes and effects analysis; and lean manufacturing. Realistic industry examples support each topic and thoughtful take away tips make it an excellent academic and industry reference.    

• 
  Speaking Effectively: Achieving Excellence in Presentations (NetEffect Series)
  Kline
  ©2004 | Prentice Hall | Paper; 208 pp | Out of Stock
  ISBN-10: 0131128337 | ISBN-13: 9780131128330
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.60  Net price: $16.13  (What's this?)Brief Description

  

  For courses in Student Success, Integrated Marketing Communications, Business and Professional Speaking, Leadership, and Speech Communications.

  From a top-notch professional speaker who has taught thousands of corporate personnel, military officers, and college students how to speak effectively, comes a text that's interesting, engaging, and filled with exercises and examples. Chapters on using humor, visual support, and presentational skills and strategies set this book apart from any other on the market.

• 
  Stress Mastery: The Art of Coping Gracefully (NetEffect Series)
  Abascal, Brucato & Brucato
  ©2001 | Prentice Hall | Paper; 224 pp | Instock
  ISBN-10: 0136347274 | ISBN-13: 9780136347279
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $24.40  Buy from myPearsonStoreNet price: $15.37  (What's this?)Brief Description

  

  For courses in Stress Management and Interpersonal Skills.

  The creators of a state-of-the-art stress management center combine their decades of clinical psychology experience to present a complete and concise volume on stress management in the workplace. Their approach incorporates a reader-friendly style with proven exercises and techniques designed to teach students how to maximize effectiveness and to prepare them to deal with stress.

• 
  Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
  Timm & Jones
  ©2005 | Prentice Hall | Paper; 208 pp | Instock
  ISBN-10: 0130989908 | ISBN-13: 9780130989901
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $50.60  Buy from myPearsonStoreNet price: $31.88  (What's this?)Brief Description

  

  For courses in Technical Customer Service, Marketing, and Sales.

  Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways.  Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas.  For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.

• 
  Tour of International Trade, A (NetEffect Series)
  Neipert
  ©2000 | Prentice Hall | Paper; 202 pp | Instock
  ISBN-10: 0136717446 | ISBN-13: 9780136717447
  URL:  http://www.prehall.com/neteffectSuggested retail price: $49.00  Buy from myPearsonStoreNet price: $30.87  (What's this?)Brief Description

  

  For courses in Introduction to Importing and Exporting and Export Management.

  This is the first text to provide an all-encompassing introduction to the full range of important trade related subjects. Focusing on the basic mechanics of how international trade is actually done, it gathers into a single volume the hows and whys of each step in the process of importing or exporting a product—e.g., shipping, finance, law, trading blocs, insurance, etc.

• 
  Vocabulary Basics for Business (NetEffect Series)
  Cox
  ©2003 | Prentice Hall | Paper; 320 pp | Instock
  ISBN-10: 013060710X | ISBN-13: 9780130607102
  URL:  http://www.prenhall.com/neteffectSuggested retail price: $25.20  Buy from myPearsonStoreNet price: $15.88  (What's this?)Brief Description

  

  For courses in Business English and Business Writing.

  This text improves students' communication skills by helping them understand and use English terms appropriately. It relies on principles of language development for effective learning, and approaches the process from various directions—context, analysis, comparisons, and memory devices. Students will benefit from this presentation and accumulation of adult learning experience—and by thinking, comparing, using, and remembering.

• 
  Your Attitude is Showing: A Primer on Human Relations [NetEffect Series], 11/E
  O'Neil & Chapman
  ©2006 | Prentice Hall | Paper; 320 pp | Out of Print
  ISBN-10: 0131183885 | ISBN-13: 9780131183889
  Suggested retail price: $49.00  Net price: $30.87  (What's this?)Brief Description

  

  For undergraduate-level courses in Human Relations, Supervisory Practices, Principles of Management, Communications, and Career and Self Explorations.

  Helping students become aware of the strong impact that one's attitude has on every aspect of life, this highly regarded primer in the field of business human relations empowers readers of all backgrounds to play their human-relations roles with greater understanding and sensitivity. Fully updated and fresh with new material, it teaches readers that people who balance their technical skills with human-relations competencies find greater on-the-job happiness, contribute more to the productivity of organizations, and, in general, have more successful careers and satisfying lives.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, browse our available packages below, or contact your Pearson Higher Education representative to create your own package.

Package ISBN-10: 013607331X | ISBN-13: 9780136073314
©2008 | Instock (Additional assembly time required)
Suggested retail price: $97.47  Buy from myPearsonStore
Net price: $73.10  (What's this?)
This package contains:

Package ISBN-10: 0135069319 | ISBN-13: 9780135069318
©2005 | Instock (Additional assembly time required)
Suggested retail price: $67.55  Buy from myPearsonStore
Net price: $42.56  (What's this?)
This package contains: