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Arul Jothi M: Service Quality and its
Effect on Customer Satisfaction. Insigh

Service Quality and its Effect on Customer Satisfaction. Insights from E-Commerce Platforms

Uncover the psychological shortcuts that shape every decision you make - and learn how to use them in business. Voted #1 in the BBH World Cup of Advertising Books Winner of the Sales and Marketing Category at the Business Book Awards Before you can influence decisions, you need to understand what drives them. The Choice Factory is an essential read for anyone who wants to learn. By observing a typical day of decision-making, from trivial food choices to significant work-place moves, behavioural science expert Richard Shotton investigates how our behaviour is shaped by psychological shortcuts. With a clear focus on the marketing potential of knowing what makes us tick, he draws on evidence from academia, real-life ad campaigns and his own original research. Entertaining and highly accessible, The Choice Factory is made up of 25 short chapters, each addressing a cognitive bias and outlining simple ways to apply it to your own marketing challenges. Shotton interviews some of the smartest and most influential thinkers in advertising, including Rory Sutherland, Lucy Jameson and Mark Earls. Covering everything from priming to the pratfall effect, charm pricing to the curse of knowledge, with The Choice Factory as your guide it has never been easier to apply the science of behavioural economics to marketing. 'Actionable, memorable and powerful' - Seth Godin, bestselling author of This is Marketing Now part of the Harriman House Essentials Collection, a series showcasing the very best of business and finance books.

Harriman House Essentials

The Choice Factory

This book offers a clear, practical guide to tackling one of the most pressing challenges in contemporary omnichannel management. As store closures rise and customer preferences shift rapidly toward digital and omni-channel experiences, businesses worldwide must rethink their operating strategies, competitive approaches, and sustainability practices. The book emphasizes that the future of a business lies in the dynamic integration of online and offline channels. Through practical case studies, industry data, and recent research, it demonstrates how effective omnichannel strategies can rebuild buyer trust, enhance profitability, and foster resilience during periods of disruption.Additionally, the book explores how seamless integration across physical stores, digital channels, and mobile platforms can transform fragmented shopping experiences into valued customer journeys. It addresses complex topics such as evolving consumer behavior, logistics disruptions, big data, analytics, and digital marketing strategies. It also provides actionable insights for scholars, managers, policymakers, and small and medium enterprise owners.This book is ideal for students, professionals, and academics in retail management, marketing, and business strategy. It is particularly relevant for individuals interested in creating a sustainable, competitive business model through strategic omnichannel management.The chapters in this book were originally published as special issues in the Journal of Strategic Marketing.

Strategy, Theory and Practice

Strategic Omnichannel Management

Visionary marketing insider, Christian Muche, Founder of the annual Possible conference, has built his career by turning bold ideas into transformative platforms that shape industries and inspire global audiences. In The Future Possible, Christian shares the latest groundbreaking innovation at the intersection of marketing and technology so that businesses of all types can learn what is needed to succeed over the coming decades.The key themes include: <ul><li>Trust as the primary currency (earned, measured, defended).</li><li>Moments as the flywheel that turns attention into adoption.</li><li>Networks as the distribution logic for ideas, products, and reputation.</li></ul>This is the playbook to building trust-first brands that travel across markets and media. Chapters include executive frameworks that leaders can apply immediately, and a clear way to lead through AI acceleration, cultural volatility, and the post-attention economy without whiplash.

The platform-backed blueprint for building the next generation of market-leading brands.

Leadership, Human Connection, and Creating What Comes Next

The Future Possible

Project Management, Planning and Control: The Art and Discipline of Delivery, Ninth Edition is a comprehensive guide designed to equip the reader with essential principles and techniques for managing engineering and technical projects from start to finish. This ninth edition is a widely recommended handbook, now enhanced with fresh insights to meet the evolving needs of project management professionals. Featuring brand new case studies, this edition includes significant updates on governance, adjudication, Building Information Modeling (BIM), agile project management, culture and diversity, international projects, sustainability, artificial intelligence, and digital tools. Chapters are restructured with clearly titled sections organized by theme, improving clarity and usability. Ideal for those pursuing Project Management Professional (PMP) qualifications, this edition aligns with the latest Project Management Body of Knowledge (PMBOK) from both the Project Management Institute (PMI) and the Association of Project Management (APM). It also includes questions and answers to help readers test their understanding. This book is an indispensable resource for both students and seasoned professionals seeking to master project management.

The Art and Discipline of Delivery

Project Management, Planning and Control

Contemporary Issues in Air Transport

Transforming Air Cargo: Innovations, Challenges, and Sustainable Solutions in a Dynamic Market examines the rapidly evolving air cargo industry, addressing the critical factors shaping its future. Sections delve into the impacts of e-commerce growth, technological advancements, the COVID-19 pandemic, and global supply chain restructuring. Topics covered include commercial and regulatory contexts such as air cargo demand forecasting and revenue management, resiliency and sustainability, air cargo flow networks, economic development, strategies for reducing CO2 emissions, including the adoption of sustainable aviation fuel (SAF), and emerging strategies such as innovative approaches of air cargo carriers and key players like Amazon Prime Air. Final sections investigate technological innovations, including advanced air mobility and digital transformation within the industry. This book is an invaluable tool for industry professionals, including air cargo operators, logistics managers, and supply chain experts, as well as academics and students in logistics, transportation, and business management. Readers will gain critical insights into market trends and challenges, empowering them to make informed strategic decisions.

Innovations, Challenges, and Sustainable Solutions in a Dynamic Market

Transforming Air Cargo

Springer Proceedings in Business and Economics

Proceedings of the Fourth International Scientific-Practical Conference (ISPC 2024), Hybrid, October 10-11, 2024

Digital Management and Artificial Intelligence

Turn your marketing from a collection of tactics into a cohesive system that grows your business.82% of coaching businesses fail within the first year. And it's not because the coach lacks skill. They fail because potential clients can't understand what the coach does and how their life will improve after working together.Using the proven StoryBrand framework, Kris Jones shows coaches, consultants, and service providers how to unify every part of their marketing around one clear story that attracts more of the right clients.Kris Jones has spent more than 20 years in brand strategy and messaging, helping coaches build highly profitable businesses that are easy to grow. As one of the first StoryBrand Certified Guides, she has helped thousands of coaches apply this framework. Her clients have used the strategies in this book to close 95% of sales calls, raise their rates by 6X, and increase website conversions by 986%.With a foreword and introduction from Donald Miller, creator of StoryBrand, this practical guide gives you a proven system that makes every part of your marketing work together, so you become the obvious choice for your ideal clients.Through these ready-to-use strategies, you'll learn how to: <ul><li>Clarify the problem you solve and the transformation you deliver.</li><li>Explain what you do in a way people immediately understand.</li><li>Turn your website into your top salesperson.</li><li>Book more discovery calls and close them with confidence.</li><li>Create more consistent, predictable revenue.</li></ul> You don't need a bigger audience, a louder personality, or a more complicated marketing plan. You need one clear story and simple strategies that help your business grow, so you can spend less time marketing and more time doing the work you love.StoryBrand Your Coaching Business gives you the practical system to become the obvious choice for your ideal clients.

Turn your expertise into a single, simple story that attracts the right clients and moves them confidently toward a yes.

12 Simple Strategies That Make Dream Clients Say Yes

Storybrand Your Coaching Business

"This must-have book showcases the heritage and refinement of The Langham's celebrated afternoon tea". –Preneur World Magazine HOME OF THE ORIGINAL AFTERNOON TEAThe Langham holds a unique place in the history of Afternoon Tea. Opened in 1865, it was the first place to move this great Victorian invention from the drawing rooms of the aristocracy and into a refined yet accessible experience, enjoyed in the grand setting of a luxurious hotel.Since then, The Langham’s Afternoon Tea has evolved into an internationally celebrated event, admired for its elegant presentation, culinary creativity and timeless charm. While honouring the traditional elements – fluffy scones, delicate finger sandwiches and exquisitely crafted patisserie – The Langham also embraces innovation. Guests can expect classics with a modern twist, inspired by global flavours and interpreted by world-renowned chefs.The Langham Afternoon Tea Book, curated to reflect the hotel's timeless tradition, local influences and contemporary creativity. Inside, you’ll discover recipes ranging from indulgent creations such as Vanilla &amp; Salted Caramel Millefeuille, Matcha &amp; Apricot Cakes and Rose &amp; Lychee Babas, to refined reimaginings of Custard Creams and Battenberg, as well as approachable favourites including Cucumber &amp; Cream Cheese Sandwiches, Double Dark Chocolate Cookies and The Langham’s signature Scones. The book also offers expert tea-pairing guidance and a comprehensive basics section, providing the essential foundations of perfect patisserie.From London to Langham hotels across the globe, this is a celebration – and an invitation to savour – a taste of history, elegance and culinary excellence, wherever you may be in the world.

The Langham Afternoon Tea Book

Salespeople today often live in an environment full of force-fed, top-down selling systems, where they are trained and directed to repeat the same monotonic, robotic words with every customer, regardless of how their customer prefers to be spoken to. In Selling from Trust, Thomas Morin offers a more human-centered approach that's based on the art of the sale, rather than the science. It's not a selling strategy, but a communication strategy that's built around how customers prefer to communicate when they're developing their own personal relationships.
Thomas's approach focuses on the core human values and experiences that stimulate relationships to grow through honesty, respect, actively listening to each other, and, most importantly, trust. Each of these basic human components helps calm the anxious customer's fears and opens his/her mind to be more receptive to and purchase from a salesperson he/she might have been initially intimidated by.
In its basic form, Selling from Trust is a how-to, bottom-up approach to winning the customer first, and only then transitioning to a product presentation with a customer who is more willing to listen and consider what a salesperson has to say, instead of running away from the typical sales pitch heard from one salesperson to the next. It's a winning approach that can be repeated with every customer because it's about the customer rather than the selling system.
The sales process is a process that, through repetition and finesse over time, gets stronger, more precise, and can lead to more profitable deals and help to establish a solid path to referrals with new customers going forward.

How to Turn Trust into a Sale

Selling from Trust

Topics in Regulatory Economics and Policy

This volume presents original essays by leading researchers and practitioners in postal and delivery economics, drawn from the&nbsp;32nd Conference on Postal and Delivery Economics, held in Berne (Switzerland), on 29-31 May 2024. The book explores the&nbsp;evolving dynamics of the postal and delivery sector in a rapidly changing digital and environmental landscape, offering insights into regulatory challenges, technological advancements, financial sustainability, competition, and policy innovation.
Building upon previous editions, this book continues to reflect the&nbsp;convergence of economic, technological, and regulatory transformations&nbsp;shaping the industry. It critically examines the&nbsp;future of postal services&nbsp;by addressing&nbsp;issues such as the evolution of the universal service obligations (USO) in the face of digital communication and parcel growth; the role of new pricing models, financial reforms, and regulatory frameworks in the sustainability of the sector; leveraging digital innovation and green transitions for improved efficiency, competition, and environmental performance;&nbsp;analytical and methodological approaches for optimizing postal networks and policy decisions.
As such, this book will be useful for graduate students and professors interested in postal and regulatory economics as well as postal administrations, consulting firms, and federal government departments.

Universal Service, Challenges, and Innovations

Postal Strategies in a Digital and Green Transition

Instant Top 10 Business Bestseller at WHSmith Top 10 Best Leadership Books of 2025 from LeadershipNow Top 11 Leadership Books of 2025, Next Big Idea Club The Psychology of Leadership offers a revelatory fresh take on business leadership through the lens of groundbreaking research in positive, sports, and personality psychology. Witty, conversational, and personal, The Psychology of Leadership blends research, fascinating true stories, humor, and self-improvement advice to deliver simple yet powerful principles to master the mental game of leadership. Leaders will develop what feels like mind-reading abilities for interpreting workplace personalities, hidden motivations, and group dynamics. They will learn how to: - Inspire their organization to move mountains. - Improve their ability to listen, communicate and, when necessary, persuade. - Dramatically improve their own mindset and resilience. Now part of the Harriman House Essentials Collection, a series showcasing the very best of business and finance books.

The Psychology of Leadership

Author's Official Edition

Universal Wisdom is an empowering collection of insights from seven extraordinary human beings - including Warren Buffett, Helen Keller and Nelson Mandela - by Brett Kelly, the founder and CEO of Kelly+Partners, the publicly traded global accounting network.

Following his bestselling book Collective Wisdom, Brett had even more questions about the meaning of life: What are you prepared to die for? What are you doing for others? What is love? And where do you get the confidence to recover after setbacks? And while studying personal stories from all over the world, looking for lessons about what gives people the certainty to do what they do, he was drawn to extraordinary people.

The seven lives profiled in Universal Wisdom - told in intensively researched biographies, developed in complementary essays, and featuring their own impactful speeches and quotes - reveal that there are, indeed, certain approaches to life that help in progressing from the ordinary to the extraordinary. And these approaches work across different times, situations, places, and cultures.

This is the second book in Brett's Wisdom Series. Brett writes a book on wisdom every seven years, reflecting on what he has learned through interviews with prominent experts in their fields:

1998: Collective Wisdom
2005: Universal Wisdom 
2012: Business Wisdom
2019: Investment Wisdom

Universal Wisdom is a rewarding read that serves as a reminder to harbor your passion and find the right path. As these seven extraordinary people prove, with the right life approach, we all have the power to change the world.

Finding Answers to Life's Ultimate Questions

Universal Wisdom

Service Quality and its Effect on Customer Satisfaction. Insights from E-Commerce Platforms

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