Hospitality and service industries Books

Book SynopsisThrive in a changing industry by putting your people first Advisory Leadership is a practical and highly executable guide for financial advisors and finance professionals looking to thrive in today's changing financial services industry.Trade ReviewA third book I enjoyed reading this year, and also asked to blurb, is Greg Friedman s Advisory Leadership. Friedman is somewhat unique; he runs Private Ocean, an advisory firm in San Rafael, CA, and is also the founder of Junxure (and Junxure Cloud), a leading CRM software company that is at the forefront of automated practice management innovations. The book is essentially about creating a people-first culture in your office; the premise of the book is that you, as your firm s leader, have to be somewhat remarkable in order to create a culture where everybody pulls together and is passionate about what they do. You have to exhibit patience, honesty and integrity, compassion, respect, consistency and persistence, encouragement, and courage and each of those qualities gets its own chapter. The idea is that most of us fall short in one or more of these areas, but fortunately for us, they are not innate characteristics that you have to be born with, which means we can improve if we consciously try to become remarkable in seven dimensions. Advisory Leadership offers advice on how to hire into your firm s unique culture (with key interview questions); how to walk the walk of your firm s mission statement (including open and honest communication, but also collegiality with a sense of humor); how to truly care for your staff (Friedman calls them his most valuable clients); and the book also provides some contrasts between a me culture and a heart culture. There s a chapter on promoting personal growth in the staff, and another on how, procedurally, to reward firm-wide collaboration and a team mentality. Bob Veres, Inside InformationTable of ContentsForeword xi Preface xv Acknowledgments xix Introduction: Understanding Heart Culture: Making the Change 1 Chapter 1: Patience: Taking Your Time to Find the Right People 5 Next Gen Employees: Changing Values, Changing Culture 9 Taking Your Time during the Hiring Process 10 Four Steps to Hiring the Right Candidate 12 Benefits 21 Chapter 2: Honesty and Integrity: Speaking Openly and Walking the Walk 23 Overcommunicate Your Values and Philosophy 24 Considering Your Audience 28 The 55]38]7 Communication Formula 38 The Mehrabian Communication Model 38 What Is the Safe Space? 40 Resolving Conflict 42 Walking the Walk 43 Benefits 45 Notes 45 Chapter 3: Compassion: Unlocking the Secret to a People-First Culture 47 Morale and Profitability 52 Differentiating “Me” Culture from Heart Culture 53 Benefits 60 Notes 61 Chapter 4: Respect: Promoting Personal Growth, the Key to Inspiring Motivation 63 Helping Employees Explore What Motivates Them 68 Keeping Tabs 73 Benefits 77 Chapter 5: Persistence and Consistency: Maintaining Employee Relationships 79 Choose the Right Management Team 81 Don’t Wait for a Scheduled Meeting to Check In 82 Empower Individuals Regularly, Giving Them the Tools They Need to Succeed—Delegate 85 Plan Regular Off ]Site Events for Team Building 87 Benefits 99 Chapter 6: Encouragement: Rewarding Firm-Wide Collaboration and a Team Mentality 101 Reiterating Company Values 102 Creating Individual Opportunities 103 Rewarding Teamwork through the Compensation Structure 104 Keeping People Accountable—Even Yourself 108 Holding a Biannual Retreat 112 Benefits 115 Chapter 7: Courage: Reshaping Your Company’s DNA to Establish Heart Culture 117 Assessing Your Team’s Individual Strengths and Opportunities 123 Anticipating Growing Pains—Lots of Them 126 Recognizing Culture Killers and How to Avoid Them 129 Rolling Up Your Sleeves and Getting Involved 135 Benefits 139 Note 139 Chapter 8: Implementing Heart Culture in Your Firm: Get Started Today, Not Tomorrow 141 Afterword 145 References 149 About the Author 151 Index 153

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Book SynopsisA Pulitzer Prize-winning correspondent and a former private investigator dive deep into the murky waters of the international salmon farming industry, exposing the unappetizing truth about a fish that is not as good for you as you have been told.A decade ago, farmed Atlantic salmon replaced tuna as the most popular fish on North America's dinner tables. We are told salmon is healthy and environmentally friendly. The reality is disturbingly different.In Salmon Wars, investigative journalists Douglas Frantz and Catherine Collins bring readers to massive ocean feedlots where millions of salmon are crammed into parasite-plagued cages and fed a chemical-laced diet. The authors reveal the conditions inside hatcheries, where young salmon are treated like garbage, and at the farms that threaten our fragile coasts. They draw colorful portraits of characters, such as the big salmon farmer who poisoned his own backyard, the fly-fishing activist who risked everythi

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Book SynopsisThe longtime chief marketing officer for Chick-fil-A tells the inside story of how the company turned prevailing theories of fast-food marketing upside down and built one of the most successful and beloved brands in America.

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Book SynopsisTourists may want a life uncomplicated by technology, but would they be willing to drive around in horse-drawn buggies in order to achieve it?Trollinger's answers to important questions in her fascinating study of Amish Country tourism are sure to challenge readers' understanding of this surprising cultural phenomenon.Trade ReviewMillions of people (this reviewer included) visit Ohio's Amish country, but few consider the penetrating insights Trollinger raises... Following an excellent review of Amish history and belief, she looks at what tourists find when they 'connect' with the plain people... A great book! Choice Trollinger begins Selling the Amish with a praiseworthy overview of Amish history. She enriches her analysis with theories and concepts of tourism: consumer culture, preservation, authenticity, social drama, commemoration, and exotic encounters. -- Steven D. Reschly Indiana Magazine of History The book is highly readable and well documented, making it accessible to students and useful to scholars and those interested in Amish studies. -- Diane Zimmerman Umble Journal of Mennonite Studies Susan Trollinger... covers many Amish Country themes that reveal much about tourists and their ideas of the Amish in her book Selling the Amish: The Tourism of Nostalgia... She makes the book accessible to a general audience by writing both as a tourist and as an academic. -- Caroline Brock H-Net ReviewsTable of ContentsAcknowledgmentsIntroduction1. Who Are the Amish?2. Tourism in Amish Country3. Time and Gender in Walnut Creek4. Technology and Innocence in Berlin5. Ethnicity and Performance in Sugarcreek6. Nostalgia and the Power of Amish WitnessNotesBibliographyIndex

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Book SynopsisVaught's deeply researched exploration of baseball's rural roots helps explain its enduring popularity.Trade ReviewThis highly readable book makes clear that rural baseball has always been every bit as central to the American experience as has its metropolitan counterpart. Choice The author has opened a window onto a rich area of exploration and understanding in rural history and into the complex relationships between Americans and baseball. -- Jim McCabe Association for Living History, Farm, and Agricultural Museums A refreshing and thoughtful addition to the history of baseball. -- September 2013, George Kirsch Journal of American History While baseball thrives on statistics, this book is an absorbing read not for the numbers... but for the social and historical issues it brings to the forefront. -- Bob D'Angelo The Tampa Tribune Vaught's book is a masterwork... What makes this book particularly noteworthy is the author's rich knowledge of America's agricultural past. That alone is worth the price of admission. -- Roger I. Abrams American Historical Review For those interested in baseball's place in local history, whether in rural or regional terms, this is an extraordinarily good book. -- Benjamin G. Rader Annals of Iowa A solidly researched and well-written piece of history, one that fills a large void in our understanding of baseball's significant role in American life, particularly away from the big city lights... Baseball enthusiasts should find this book of interest, and university instructors of U.S. cultural history courses could use chapters as supplementary reading. -- Thomas Saylor Minnesota History The Farmers' Game would enhance any academic library's sports history collection... The Farmers' Game can be group with the works of Jules Tygiel as clear-eyed analyses of how the sport and its historical context illuminate each other. -- Chistopher DeRosa New York History The Farmers' Game is a sympathetic yet straightforward account of a pastoral game. Periods of prosperity and famine have always come to farmers as regularly and unexpectedly as streaks have to batters, though the stakes are almost never as high for the player. For its pointing out the symmetry in those alternately joyful and grievous experiences, and for much else, we are indebted to David Vaught's excellent book. -- Chris Beneke Journal of Southern History A critical, well-researched, and well-written analysis of the relationship between agrarian American and baseball. -- Joel S. Franks NINE: A Journal of Baseball History and Culture Provocative. -- Daniel Borus Reviews in American HistoryTable of ContentsAcknowledgmentsIntroduction: Abner Doubleday and Baseball's Idol of Origins1. Playing Ball in Cooperstown in the Formative Years of the American Republic2. Baseball and the Transformation of Rural California3. Multicultural Ball in the Heyday of Texas Cotton Agriculture4. The Making of Bob Feller and the Modern American Farmer5. The Milroy Yankees and the Decline of Southwest Minnesota6. Gaylord Perry, the Spitter, and Farm Life in Eastern North CarolinaEpilogue: Vintage BallNotesEssay on SourcesIndex

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Book SynopsisUnderstanding Sport Organizations provides a strong foundation in organizational theory and organizational behavior and addresses how that theory is applied in a real-world context. It engages readers by providing opportunities to discover the theory in practice.Table of ContentsPart I. Introducing Sport ManagementChapter 1. The Management of Sport OrganizationsTrevor Slack, PhD, and Alex Thurston, PhD Why Sport Managers Need to Understand the Complexity of the Sport Industry Some Definitions Ways to Look at Sport Organizations Future Directions for Sport Management and Improving Our Understanding of Sport OrganizationsChapter 2. Doing Research in Sport ManagementTrevor Slack, PhD, and Terri Byers, PhD The Research Process Theoretical Framework The So-Called Debate on Qualitative-Quantitative or Mixed-Methods Research Research Design Data Collection Methods and Issues Data Analysis Methods Issues of Quality The Write-UpPart II. Fundamentals of Managing Sport OrganizationsChapter 3. Organizational Goals and EffectivenessTrevor Slack, PhD, and Terri Byers, PhD Importance of Understanding Organizational Goals and Effectiveness Organizational Goals Effectiveness or Efficiency Approaches to Studying Organizational EffectivenessChapter 4. Sport Organizations and Their Environments Trevor Slack, PhD, and Terri Byers, PhD The Nature of the Organizational Environment Research on Organizational Environments Controlling Environmental Uncertainty Other Perspectives on the Organization–Environment Relationship The Relationship Between an Organization’s Environment and Its StructureChapter 5. Dimensions of Organizational StructureTrevor Slack, PhD, and Alex Thurston, PhD Complexity Formalization CentralizationChapter 6. Design Options in Sport OrganizationsTrevor Slack, PhD, and Alex Thurston, PhD Typologies and Taxonomies Mintzberg’s Configurations The Simple Structure The Machine Bureaucracy The Divisionalized Form The Professional Bureaucracy Adhocracy Organizational Designs as Ideal Types Notes on Organizational Size Contemporary Perspectives on Organizational DesignChapter 7. Sport Organizations and Their Responses to Policy Spencer Harris, PhD Defining Policy Studying Organizational Responses to Sport PolicyChapter 8. Strategy in Sport OrganizationsTrevor Slack, PhD, James Andrew Kenyon, PhD, and Argyro Elisavet Manoli, PhD What Is Organizational Strategy? Levels of Strategy Strategy Formulation and Implementation Strategy and Structure Strategy in Voluntary Sport OrganizationsChapter 9. Sport MarketingFrank Pons, PhD, Marilyn Giroux, PhD, and Lionel Maltese, PhD Marketing of Sport: Spectator Sports, Branding, and Merchandising Marketing Through Sport: Sponsorship, Activation, and Venue NamingPart III. Dynamics and Complexity of Managing SportChapter 10. Control in Sport OrganizationsTerri Byers, PhD, Alex Thurston, PhD, and Phillip Lunga, MBA Evolution of Control Elements, or Components, of Control Sport Management Research on ControlChapter 11. Gender and Sport OrganizationsBerit Skirstad, MS Concepts of Sex and Gender in Sport Historical Development of Women in Sport and Sport Organizations Barriers for Women to Overcome in Sport Theoretical Approaches Explaining Underrepresentation of Women in Sport Gender Equity Policies in SportChapter 12. Volunteers in Sport OrganizationsGraham Cuskelly, PhD Sport Volunteerism Defined Size, Nature, and Scope of Volunteering in Sport Volunteer Life Cycle Organizational Commitment Psychological Contract and Volunteers Volunteer Management Volunteers and Paid StaffChapter 13. Governance of Sport OrganizationsBorja GarcÌa, PhD Theoretical Frameworks The Autonomy of Sport and the Role of the State in Sport Governance The Assessment of GovernanceChapter 14. Decision Making in Sport OrganizationsTrevor Slack, PhD, and Alex Thurston, PhD Defining Decision Making Conditions Under Which Decisions Are Made Approaches to Understanding Decision MakingChapter 15. Power and Politics in Sport OrganizationsTrevor Slack, PhD, and Alex Thurston, PhD Strategic Choice Power and Authority Sources of Power Other Notable Interpretations of Power Power in Sport Management Research Organizational Politics Politics in Sport Management ResearchChapter 16. Managing Conflict in Sport OrganizationsTrevor Slack, PhD, and Terri Byers, PhD What Is Conflict? Horizontal and Vertical Conflict Is Conflict Dysfunctional to the Operation of a Sport Organization? The Conflict Process Sources of Conflict in Sport Organizations Conflict Management Strategies Stimulating Conflict Current Research About Conflict in Sport OrganizationsChapter 17. Managing Culture in Sport OrganizationsTrevor Slack, PhD, and Terri Byers, PhD Organizational Culture Compared to Climate Manifestations of a Sport Organization’s Culture Thick and Thin Cultures One or More Cultures Organizational Culture and Effectiveness Creating, Managing, and Changing a Sport Organization’s CultureChapter 18. Organizational Change in SportTrevor Slack, PhD, and Alex Thurston, PhD The Concept of Change Change as Paradox Perspectives on Organizational Change What Causes Organizational Change? Resistance to Change Dealing With Resistance and Implementing Change Stages of the Change Process Innovation in Sport OrganizationsChapter 19. Leadership and Sport OrganizationsTrevor Slack, PhD, and Terri Byers, PhD Traditional Approaches to Leadership Charismatic and Transformational Leadership Modern Approaches to Leadership: Beyond Idealistic Views of LeadersPart IV. Contemporary Issues in Sport OrganizationsChapter 20. Mental Health and Sport OrganizationsMeghan Thurston, DClin Psy, PhD, Jon Arcelus, LMS, GP(T), FRCPsych, PhD, and Alex Thurston, PhD An Introduction to Mental Health Classification Systems Factors That Contribute to Mental Health Difficulties in Sport Mental Health Difficulties Management of Mental Health Difficulties in Sport Role of Mental Health Professionals in SportChapter 21. Technology in Sport OrganizationsTrevor Slack, PhD, and Andy Miah, PhD Research on Technology and Organizations Critiques of the Technology Imperative Microelectronic Technologies Relationship Between Technology and Organizational StructureChapter 22. Sports AnalyticsBill Gerrard, DPhil The Nature of Sports Analytics Moneyball: The Game Changer Analytics in Invasion Team Sports Other Applications of Analytics in Sports OrganizationsChapter 23. Corporate Social Responsibility and Sport OrganizationsChristos Anagnostopoulos, PhD, and Jonathan Robertson, PhD Corporate Social Responsibility Theoretical Perspectives of CSR Multilevel Approach for CSR and Sport OrganizationsChapter 24. Procurement and Sport OrganizationsSue Arrowsmith, QC (hon), DJur A Multidisciplinary Perspective Introduction to Procurement and Its Significance for Sport Organizations Objectives of the Procurement Process Transparency and Competitive Bidding Procurement for Sporting Events Procurement by Sport Federations

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Book Synopsis"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.Trade Review"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." -- Denise A. Braley"The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field." -- Wei Wang"This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices." -- Chih-Lun Yen"A wide-ranging comprehensive text, looking at key contemporary issues in hospitality." -- Alistair Williams"We all know how important it is to turn customers into "Raving Fans"—but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create "Raving Fans", this book is for you!" -- Ken Blanchard"Although Bob credits me as the ‘Father of Guestology’, he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest′s point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest′s wants, needs, and expectations." -- Bruce Laval"The second edition of Robert Ford and Michael C. Sturman′s excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done!" -- Michael D. Johnson, Ph.D., PresidentTable of ContentsForeword Preface Acknowledgments About the Authors Introduction SECTION I. THE HOSPITALITY SERVICE STRATEGY 1. The Basics of Wow! The Guest Knows Best Introduction Guestology: What is it? The Guest Experience Guest Expectations Quality, Value, and Cost Defined The Importance of Guestology Lessons Learned 2. Meeting Guest Expectations through Planning Introduction Three Generic Strategies The Hospitality Planning Cycle Assessing the Environment Assessing the Organization Itself: The Internal Assessment Vision and Mission Statements Developing the Service Strategy Action Plans Involving Employees in Planning The Uncertain Future Lessons Learned 3. Setting the Scene for the Guest Experience Introduction Creating “The Show” Why is the Environment Important? A Model: How the Service Environment Affects the Guest Lessons Learned 4. Developing the Hospitality Culture: Everyone Serves! Introduction The Importance of Leaders The Importance of Culture Culture as a Competitive Advantage Beliefs, Values, and Norms Culture and the Environment Communicating the Culture Changing the Culture Lessons Learned SECTION II. THE HOSPITALITY SERVICE STAFF 5. Staffing for Service Introduction The Many Employees of the Hospitality Industry The First Step: Study the Job The Second Step: Recruit a Pool of Qualified Candidates The Third Step: Select the Best Candidate The Fourth Step: Hire the Best Applicant The Fifth Step: Make the New Hire Feel Welcome The Sixth Step: Turnover—Retaining the Best and Selecting People out of an Organization Lessons Learned 6. Training and Developing Employees to Serve Introduction Employee Training Developing a Training Program Types of Training Training Methods Challenges and Pitfalls of Training Employee Development Lessons Learned 7. Serving with a Smile: Motivating Exceptional Service Introduction Motivating Employees The Needs People Have The Rewards Managers can Provide Ways Rewards Can Motivate How Managers and Leaders Provide the Right Direction Lessons Learned 8. Involving the Guest: The Co-Creation of Value Introduction The Guest Can Help! Strategies for Involving the Guest Determining Where Co-Production Makes Sense One Last Point: Firing the Guest Lessons Learned Section III. The Hospitality Service Delivery System 9. Communicating for Service Introduction The Challenge of Managing Information Information and the Service Product Information and the Service Setting Information and the Delivery System Decision Support Systems The Hospitality Organization as an Information System Lessons Learned 10. Planning the Service Delivery System Introduction Planning and Designing the Service Delivery System Developing the Service Delivery System Planning Techniques Targeting Specific Problem Areas in Service Delivery Systems Lessons Learned 11. Waiting for Service Introduction Capacity and Psychology: Keys to Managing Lines Queuing Theory: Managing the Reality of the Wait Managing the Perception of the Wait Service Value and the Wait Lessons Learned 12. Measuring and Managing Service Delivery Introduction Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience SERVQUAL Finding and Using the Technique that Fits Lessons Learned 13. Fixing Service Failures Introduction Service Failures: Types, Where, and Why The Importance of Fixing Service Failures Dealing With Service Failures Recovering From Service Failure Lessons Learned 14. Service Excellence: Leading the Way to Wow! Introduction The Three Ss: Strategy, Staffing, and Systems Hospitality and the Future Leading the Way Into the Future Leading and Managing It all Begins—and Ends—with the Guest Lessons Learned Glossary Additional Readings Index

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Book SynopsisThe area of retail buying relies heavily on mathematical formulas and forecasting. The formulas themselves remain unchanged. However, due to the advances in technology the context in which they are analyzed is constantly evolving. The most successful retail buyers are able to withstand the highs and lows of business trends by utilizing analytical skills, trend forecasting, and customer knowledge. As a retail buyer for 20 years with various retailers, Connell draws on her experience providing practical fundamental mathematical formulas while also giving some context in the current retail environment. This text will give students a step-by-step approach to understanding the mechanics of a six-month merchandising plan. Each chapter in the book will layer upon the previous chapter highlighting how each step impacts the next until a six-month plan is complete. Upon completion of the plan students will gain insight into how the plan is forecast into the future as well as how it is implemented at the actual purchasing level. Features: -- Practice problems incorporating a variety of products from apparel to paper towels -- Sample fill-in blank problems to allow student to practice step-by-step concepts before putting the whole concept together into a formula -- Case studies and real-life examples of various retail operations from department stores, specialty boutiques -- Excel formulas written in narrative and numerical formats -- Computer Application Assignments will ask students to apply the formula they've just learned and practiced to Excel -- Team decision making exercises simulate the real world experience cover topics such as markdown money allocation, open to buy allocation and style out decisions -- Instructor's Guide provides suggestions for planning the course and using the text in the classroomTable of ContentsBuying vs. Planning Who is the Customer? Projecting Sales thru Sales Trend Analysis Markdowns Stock Levels: Capacity, Stability, and Profit=Average Stock Inventory Turnover Stock to Sales Ratio Method of Inventory Weeks of Supply Method of Inventory Planning Purchase Receipts Purchase and Pricing Strategies Classification, Identification, and Planning Assortment Planning and How Much to Buy? Open to Buy and Vendor Negotiation A Report Card: Gross Margin and Contribution

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Book SynopsisSport is big business! As the world of sport continues to grow, there is a great need for the sport manager to have a working knowledge of business practices and financial management. The sport manager must assume a proactive role in dealing with the financial aspects of their organisations. The challenges of financing small and large sport organisations are daunting in the uncertain economy sport managers face today. An entrepreneurial approach is absolutely necessary to be a successful sport manager. The development and financing of new programs, facilities, and revenue streams is essential for the organisation to be successful. Customers, clients and spectators demand quality service at sport venues. The task of all sport managers is to provide an enjoyable sport experience for everyone. The book started out as a team project to develop a standard format for information to be covered in an undergraduate sport finance course that would meet all the standards established by the National Association for Sport and Physical Education (NASPE), North American Society for Sport Management (NASSM), and the Council on Sport Management Accreditation (COSMA). After a number of years in developing the course materials, it was obvious that the team should convert the basic work into a sport finance textbook. This book is now in its second edition. This edition has 26 chapters divided into six parts.

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Book SynopsisThis fourth edition is intended for university students who may have an interest in becoming employed in the parks profession. The book explores the responsibilities of staff and the problems and challenges associated with managing parks in the 21st century. Particular attention is paid to the structure of park organisations, planning, decision making, and politics that ultimately influence the way parks are managed. Part I provides an overview of parks and park management. Historical aspects of the development of parks are reviewed and detailed. Part II specifically addresses the multitude of park administrative functions, such as organisational structures, park policies, laws and risk management, funding, personnel, and concludes with maintenance and safety concerns. Part III provides information on resource planning and management of the resources through citizen involvement, planning, facilities, and environmental management issues. Part IV is an overview of visitor use issues and protection of parks. Topics include visitor conflicts, vandalism, law enforcement, fire management, interpretation, and visitor management services. Finally, Part V provides a broad overview and examples of sustainable practices in park management, including tools such as ROS, LAC, and VERP and possible solutions to the numerous challenges that park managers must address. It is our belief that sustainable management practices and planning practices designed with environmental management and visitor management are the keys to successful park operations. Similar to the 3rd edition, the 4th edition utilises where applicable the practical and sage advice of Grant W Sharpe, Charles H Odegaard, and Wenonah Finch Sharpe in the earlier editions of this book. We have retained the essence of the material, and the broad topics that those authors provided as a framework for park management. Readers will note that some references are older. We retained references that have historical significance and have been overlooked in the current literature, which are included at the end of each chapter under General References. Some of these ideas are currently accepted as common knowledge; however, we all can benefit from understanding the origin of ideas that have influenced park management.

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Book SynopsisThis sixth edition reflects almost 40 years of scholarship as well as professional and personal practice in recreation, parks, and tourism. The text has become one of the most widely adopted titles in university courses worldwide. In this new edition of the book, the phenomenon of leisure is presented through new research findings and contemporary societal dilemmas to suggest that leisure is one of the most interesting, relevant, and exciting subjects of study today. The book reflects a wide range of material from the disciplines of leisure studies, sociology, psychology, economics, political science, anthropology, geography, the humanities, and media and cultural studies. Indeed, more than a textbook, this is very much a point of view. Leisure is presented as a human phenomenon that is individual and collective, vital and frivolous, historical and contemporary, factual and subjective, and good and bad. As a learning tool, this sixth edition teaches more. It contains updated and new illustrations of concepts through field-based cases, biographical features, exploratory activities, and research studies. In the first part, leisure is defined as a condition of humanity. Its meanings are traced through the humanities and history, as well as in todays connotations. The benefits of leisure are presented, ranging from freedom to pleasure to risk to spirituality, and leisures benefit to healthful well-being is demonstrated. As well, part one of the text presents theories for explaining leisure behavior. Part Two discusses leisure as a cultural mirror -- its societal context. Chapters include leisure and anthropology, geography, technology, popular culture, and taboo recreation. Finally, in Part Three, the functional side of leisure is explored in terms of its instrumental relationship to work, money, time, and equity. Leisure systems of public, private, and commercial sponsorship are described to confirm leisures utility. Instructor resources and a website for student resources available.

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Book SynopsisEvaluation is a process that each of us uses every day. Professionals in any field of human services must have the means to access and assess information. Having information is not enough, however, unless that information can be applied and used. To organize and manage recreation services (i.e., all elements related to the various specialties in the field such as parks, tourism, sports, arts, therapeutic recreation, camping, event management), information is needed about people's preferences, needs, and behaviors and the programs, administrative structures, and resources that comprise the organizations. To build a body of knowledge and to document the value of recreation, systematic processes are necessary. Evaluation and research can provide information that will enable 'enlightened decisions.' Evaluating Recreation Services: Making Enlightened Decisions, Fourth Edition, is about systematic evaluation and research that focuses specifically on identifying explicit evaluation criteria or research questions, collecting evidence or data, and making judgments about the value or the worth of something applied to service improvement or knowledge development. This book aims to provide a basic overview and working knowledge of procedures. Knowing basic steps in evaluation research and having some familiarity with evaluation and research tools can help you to begin a process of lifelong learning about systematic inquiry.

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Book SynopsisRecreation Business: Strategies for Success is a conversation about leisure-based businesses for classroom and online courses. From the point of view of a senior scholar who has studied leisure and its social contexts for 5 decades, Kelly begins by introducing the scope and variety of recreation businesses and discusses major issues in the field. Then he turns toward social and behavioral science research about recreation and leisure that has been developed since 1970, answering the question, how does this research guide and direct the beginning and operation of a recreation business? Throughout the book, Kelly encourages dialogue and learning through questions, cases, research ideas, debates, online resources, and more. The beginning is that leisure is different. The focus is on what a recreation business sells or rents: an experience. The crucial element is quality. And decades of study have yielded a lot of insight into how leisure experiences can be raised to a level that will attract and retain clients. John R. (Jack) Kelly

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Book SynopsisThe never-before-told story of the Buss family and of one woman's rise to the top in a man's world, Laker Girl is an unprecedented glimpse into the glamorous world of the Los Angeles Lakers. It is also a behind-the-scenes journal of the 2009–10 Lakers season, a year in which the franchise captured its 16th world championship. By the time Jeanie was 19, she was already a high-ranking executive with World Team Tennis. Today, she is the Lakers' executive vice president of business operations and one of the most influential women in professional sports. Along the way, she's rubbed elbows with everyone from Michael Jordan, John McEnroe, and Shaquille O'Neal to Ryan Seacrest, Khloe Kardashian, Hugh Hefner, and Jack Nicholson. And she's done it all in her own unique, inimitable style. In this updated edition, Buss discusses her recent engagement to Phil Jackson and looks back on the Lakers' eventful past three seasons—an era that has included multiple coaching changes, changes in the front office, a new TV deal, and much more.

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Book SynopsisThis 2nd Edition of Elaine Stone's best-selling text, In Fashion, offers a clear introduction to the fashion industry that is as dynamic as the business itself. Through concise language and full-color photographs, author Elaine Stone provides students with an overview of fashion, from its history, cyclical nature, and development to the materials, producers, and retailers who impact the business on a global level. Whether their plans include design, product development, merchandising, buying, manufacturing, or entrepreneurship, students will gain a thorough understanding of how the industry works and what lies ahead for them professionally.Table of ContentsThe Changing World of Fashion The Nature of Fashion The Environment of Fashion The Movement of Fashion The Business of Fashion The Primary Level: The Materials of Fashion Textiles: Fibers and Fabrics Leather and Fur The Secondary Level: The Producers of Fashion Product Development Fashion Apparel: Women's, Men's, Children's, and Teen's Accessories The Retail Level: The Markets for Fashion Global Sourcing and Merchandising Fashion Retailing So You Want to Be in Fashion?

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Book SynopsisThe World of Fashion is the essential source for students who want to understand the fashion industry. Starting with an introduction to the history of fashion and its evolving role within the global marketplace, each chapter focuses on an aspect of the industry, from consumer behavior and fashion trends to textiles, product development, manufacturing, and merchandising. Each chapter has been fully updated to include new information and updated artwork. Fashion history has been updated to include current events and an added discussion of portfolio preparation provides complete coverage of careers in fashion. Unique chapters on the multicultural consumer and outsourcing fashion design, production, and management plus coverage of important industry trends such as social responsibility, eco-consciousness, social networking reflect the current state of the fashion industry.Table of ContentsPreface Part One Introduction to Fashion 1. The Evolution of Fashion 2. Fashions: 1900 to the Present 3. The Powerful Consumer 4. The Multicultural Consumer and Fashion 5. Ever-Changing Fashion and its Acceptance 6. Fashion in the Global Marketplace 7. Careers in Fashion Part Two Social Responsibility and Sustainable Fashion 8. Social Responsibility in the Retailing and Fashion Industry 9. Sustainable Fashion: An Eco-friendly Movement Part Three The Producers of Raw Materials 10. The Textile Industry 11. Furs and Leather Part Four The Fashion Merchandise Industries 12. Apparel: Women’s, Men’s, And Children’s 13. Intimate Apparel 14. Fashion Accessories 15. Details and Trimming 16. Cosmetics and Fragrances 17. Home Fashions Part Five Designing and Manufacturing Fashion Apparel and Accessories 18. Fashion Forecasting for Designers and Manufacturers 19. Elements and Principles of Design for Developing a Fashion Collection 20. Apparel and Accessories Manufacturing 21. Outsourcing Fashion Design, Production, and Management Part Six Merchandising Fashion 22. Resident Buying Offices and Other Fashion Information Sources for Retailers 23. The Fashion Retailer 24. Advertising, Special Events, Publicity, and Visual Merchandising Appendices Glossary Credits Index

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Book SynopsisApparel Merchandising: The Line Starts Here analyzes the evolution and development of the merchandising function in branded apparel companies and retail private label apparel. It describes today’s challenges for both apparel manufacturers and retailers in meeting the consumer’s demands for the right products at the right prices - and at the right times. Approached from the perspective of the apparel product manager, Rosenau and Wilson cover men's and women's sportswear and activewear and children's wear in both domestic and international markets. The text follows the evolution of the merchandising function with emphasis on product development and production efficiency, highlighting the philosophies of industry executives and the effective integration of the merchandising, marketing, and manufacturing functions along the way. The third edition emphasizes the increased importance of retailer’s private brands, explores how companies apply technology to all facets of product development and supply chain management, and addresses the impact of social media on both retailers and apparel manufacturers.Table of ContentsPreface Acknowledgments Part 1: Merchandising: The Concept 1. Evolution of Merchandising in the Apparel Industry and Managing Private Label Apparel in the Retail Industry 2. Modern Merchandising Part 2: Merchandising: The Planning 3. Market Knowledge 4. Planning and Control Part 3: Merchandising: The Execution 5. Line Development: Principles and Technologies 6. Line Development: The Process 7. Pricing and Costing Strategies 8. Quality 9. Supply Chain Management 10. Sourcing Strategies 11. The Sourcing Process Part 4: Merchandising: The Future 12. Future Direction Glossary Appendix Credits for Figures Index

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Book SynopsisBook & CD. Gathering people together for a special event is always a challenge. Even for the experienced planner, each event is unique. This revised third edition has been expanded to include the following topics: Social Media; Social Networking; Cultural Sensitivity; Ethics; Diversity. The guide is designed to assist any planner with meeting all the challenges that surround a production. Whether you find yourself in charge of one important event or you have chosen event planning as a career, you want your events to be incredibly successful and remembered for years to come. A memorable event is one that flows smoothly with every detail carefully orchestrated and meticulously produced with the participant in mind. Successful events do not just fall together; they are the result of hard work, creativity, awareness, and careful attention to detail -- every detail.

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Book SynopsisOscar Robertson is known as one of the best players in NBA history, a triple-double machine who set the stage for the versatility of today's NBA superstars like LeBron James, Russell Westbrook, and Draymond Green. But The Big O's larger legacy may lie in spearheading the fight for his fellow players' financial equity and free agency, joined by fellow stars John Havlicek, Bill Bradley, Wes Unseld, and more. In Hard Labor, Sam Smith, best-selling basketball scribe emeritus and author of The Jordan Rules, unearths this incredible and untold fight for players' rights and examines the massive repercussions for the NBA and sports in the United States in the 40 years since. Diving into how "The 14" paved the way for the record-setting paydays for today's NBA players - stars and role players alike - as well as the harsh consequences faced by those involved in the lawsuit against the NBA, Hard Labor is an essential read for both NBA and sports fans alike.

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Book SynopsisIn 1963, Dick Portillo built a 6’ x 12’ trailer with no running water or bathroom and opened a simple hot dog stand in Villa Park, Illinois. He called it "The Dog House." More than 50 years and 50 locations later, his namesake Portillo's restaurants are a Windy City institution, famous for perfect, Chicago-style dogs. In Out of the Dog House, Portillo tells the incredible story of his life, sharing the ingenuity and hard-earned wisdom that went into building a beloved restaurant chain. From a modest childhood as the son of Greek and Mexican immigrants, to the core principles that became essential in growing a national business, this is a singular, at times surprising, tale of how one man crafted his own American dream, one hot dog at a time.

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Book SynopsisExplore the beauty of Washington's natural landscape with this fully updated guide featuring the 100 best low-impact day hikes in the state—perfect for aging baby boomers, seniors, those traveling with small children, and anyone else interested more in a stroll than a climb. From the Olympic Peninsula to Mount Rainier and Snoqualmie Pass, The Creaky Knees Guide Washington is a day-hiking guidebook filled with kinder, gentler trails, featuring 100 of the best easy-to-walk hikes throughout the state. Written in an informative style that will appeal to anyone, regardless of age, this helpful guide includes trail ratings from 1 (worthwhile) to 5 (spectacular) based on water features and other enjoyable factors; topographical maps with elevation profiles; and information at a glance, such as recommended seasons, estimated hiking times, permit and parkingfees, and distance and elevation gain.HIKES INCLUDE:▪ Bridal Veil Falls▪ Rialto Beach▪ Beacon Rock▪ Ginkgo Petrified Forest Trails▪ Painted Rocks▪ Chain Lakes Loop▪ Middle Fork Snoqualmie▪ Hyak Tunnel▪ Turnbull National▪ Wildlife Refuge▪ and many more!Other titles in Creaky Knees easy hike series include Creaky Knees Oregon, Creaky Knees Northern California, and Creaky Knees Arizona.Trade Review"[The Creaky Knees Guide will] help you get started in exploring the Evergreen State."—The Columbian “You’ll soon find that [The Creaky Knees hiking books] will be your go-to guides for enjoyable jaunts in the great outdoors.”—Trailblazer Girl

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Book SynopsisFrom the spectacular Oregon Coast to Columbia River Gorge and Mount Hood, this updated edition features 85 of the best easy day hikes in Oregon—perfect for aging baby boomers, seniors, those traveling with small children, and anyone else interested more in a stroll than a climb.Explore the beauty of Oregon’s natural landscape with this day-hiking guidebook filled with kinder, gentler trails and the best 85 easy-to-walk hikes throughout the state. Written in an informative style that will appeal to anyone, regardless of age, this helpful guide includes trail ratings from 1 (worthwhile) to 5 (spectacular) based on water features and other enjoyable factors;topographical maps with elevation profiles; and information at a glance,such as recommended seasons, estimated hiking times, permit and parkingfees, and distance and elevation gain. HIKES INCLUDE: - Multnomah Falls - Whalehead Cove - Deschutes Rail Trail - Mirror Lake - Olallie Lake Loop - Chimney Rock - Tillamook Head - Angel’s Rest - Watchman Peak - and many more!Other titles in Creaky Knees easy hike series include Creaky Knees Washington, Creaky Knees Northern California, and Creaky Knees Arizona.Trade Review"As I get older the criteria have changed for a hike... [The Creaky Knees Guide] meets those criteria."—She Said He Said“You’ll soon find that [The Creaky Knees hiking books] will be your go-to guides for enjoyable jaunts in the great outdoors.”—Trailblazer Girl

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Book SynopsisDitch the day-job and put your organizational acumen to work! Virtual Assistants are growing increasingly vital for the modern business, with more opportunities to thrive than ever before.Not sure where to start? The experts at Entrepreneur take it from the top, guiding you step-by-step through the minutia so you can hone in on your unique skill set, land clients, manage multiple projects, and tackle time constraints with ease. Part-time, full-time, or contract work is welcome, with low start-up costs and no advanced degree required, there’s virtually no barrier to entry. Taskmasters rejoice, becoming your own boss has never been simpler!Providing insider tips from Entrepreneur’s hand-selected specialists, you’ll learn everything you need to make decisions with confidence. LLC or Sole Proprietorship? Hourly or flat rate fee? Our experts have you covered so you can focus on your business, not the busywork.Learn how to:   Brand your business without breaking the bank Set competitive rates for your services Establish your business as a legal entity  Curate your workspace for maximum productivity Access apps and software designed specifically for Virtual Assistants Get back to business on your own terms! Start Your Own Virtual Assistant Business takes you there.

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Book SynopsisMillennials love it. Amateur investors made millions out of it, and its founders became billionaires. But professional investors steered clear, regarding it as over-valued.In a few short years, the Australian startup Afterpay has put a rocket under consumer finance and birthed a global industry. It pioneered the four-payments model that allows customers to bypass credit cards for online shopping and budgeting, with the cost borne by the retailer. Just five years after it was founded, Afterpay had changed the way a generation went shopping, how brands from big banks to fashion labels win customers, and how institutions value companies. Buy Now, Pay Later recounts the dramatic behind-the-scenes story of the founding and rise of Afterpay. It reveals the network of business and personal relationships that enabled the company to finance its speedy growth and the manoeuvring that enabled it to escape regulation for years, as well as the near-death experiences and rising concern that it is getting young people hooked on debt. Drawing on years of on-the-ground reporting and interviews with key figures involved in their rollercoaster ride, this is the Afterpay story told in full for the first time.Jonathan Shapiro and James Eyers report on banking and finance at The Australian Financial Review.'A gripping success story with a colourful Sydney cast, a story of innovation, courage, lucky breaks and above all family.' - Malcolm Turnbull, former Prime Minister of Australia 'Shapiro and Eyers tell the entertaining and illuminating story of how Afterpay emerged as a global, online-retailing power in a few short years.' - Gregory Zuckerman, The Wall Street Journal'Well written and well worth reading.' - David Gonski AC, company director 'A fascinating read of the journey behind one of the biggest Australian entrepreneurial successes of our time!' - Jane Lu, CEO and founder, ShowpoTable of ContentsPrologue 1 Rags to Riches2 Asset Strippers 3 Lay-by 4 Touch Point 5 Little King 6 Going Public 7 The Unsuspected Secret 8 Mickey Mouse and Marijuana 9 Broker Wars 10 Short on Time 11 House of Cards 12 Taking Credit 13 The Cub Club 14 Going Viral 15 Standing Down 16 Trending 17 Once in a Lifetime Epilogue Acknowledgements Notes Bibliography Index

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Book SynopsisThis book analyzes the way in which restaurants are geographical objects that reveal locational logics and strategies, and how restaurants weave close relationships with the space in which they are located. Originating from cities, restaurants feed off the urban environment as much as they feed it ? participating in the qualification, differentiation and hierarchy of cities. Indeed, restaurants in both the city and the countryside maintain a dialogical relationship with tourism. They can be vital players in the establishment of emerging types of gourmet tourism, sometimes even constituting as gourmet tourist destinations in their own right. They participate in the establishment of necessary conditions for local development. Some restaurants are even praised as historic sites, recognized as part of the local heritage, which reinforces their localization and their identity as a gourmet tourist destination.Table of ContentsForeword ix Introduction xi Part 1 The Restaurant: An Eminently Urban Subject 1 Introduction to Part 1 3 Chapter 1 The Geographical Origin of the Restaurant: The Urban Environment 5 1.1 From bouillons 5 1.2 to the establishment 6 Chapter 2 The Concentration of Restaurants in the City Centers 15 2.1 A center-specific logic 16 2.2 to a logic of axes 29 2.2.1 Axial diffusion 29 2.2.2 Social diffusion 34 Chapter 3 The Geographical Diffusion of Restaurants in Provinces by Cities and City Networks 41 3.1 The geographical diffusion of restaurants in the provinces: an application of rank-size law 41 3.2 but disrupted by tourism 43 Part 2 The Restaurant in Terms of Places and Geographical Spaces 47 Introduction to Part 2 49 Chapter 4 Logics and Strategies for Locating Restaurants 51 4.1 The logic of proximity 51 4.1.1 Proximity to the political and administrative sphere and the business world 51 4.1.2 Proximity to the cultural sphere and the artistic world 54 4.1.3 Proximity to food retail and supply points 58 4.2 Accessibility logics 60 4.3 The logic of landscape charm 66 4.4 The logic of assimilation 73 4.4.1 Affectivity 73 4.4.2 Appropriation 76 Chapter 5 Restaurants in the City 87 5.1 Restaurants in small cities 88 5.2 Restaurants in average-sized cities 90 5.3 New dynamics in large cities 91 Chapter 6 Restaurants in the Countryside and the Relationship Between Cities and the Countryside 97 6.1 Restaurants in the countryside 98 6.2 The restaurant, the city/countryside relationship and nature in the city 100 Part 3 The Restaurant at the Heart of the Tourist System 111 Introduction to Part 3 113 Chapter 7 The Relationship Between the Restaurant and Tourism 115 7.1 Complementary relations between restaurants and tourism 116 7.1.1 Along the coastlines, at the beach 116 7.1.2 In the mountains 117 7.2 The interdependence between restaurants and tourism 119 7.2.1 The restaurant through tourism 119 7.2.2 The restaurant for tourism 126 Chapter 8 The Restaurant, a Tool for Gourmet Tourism 141 8.1 Cavaillon 142 8.2 Le Puy-Sainte-Réparade 147 8.3 Megève 151 Chapter 9 The Restaurant as a Gourmet Tourist Destination 155 9.1 The gourmet tourist destination: from the 3-star Michelin restaurant 155 9.2 to a network of restaurants 159 Part 4 The Restaurant as a Tool for Local Development 163 Introduction to Part 4 165 Chapter 10 Restaurants and Local Development in Urban Areas 169 10.1 At street level 169 10.2 At neighborhood level 178 Chapter 11 Restaurant and Local Development in Rural Areas 185 11.1 On the scale of the plateau 186 11.2 Across the country 193 11.3 At the village level 200 Part 5 The Restaurant: What Heritage? 207 Introduction to Part 5 209 Chapter 12 The Restaurant: From Monument to Heritage 211 12.1 The restaurant as a historical monument 211 12.2 The restaurant as a showcase for intangible cultural heritage 233 12.2.1 The repertoire restaurant 233 12.2.2 The haven restaurant 237 12.2.3 The observatory restaurant 240 12.2.4 The conservatory restaurant 243 12.3 The restaurant in heritage 248 Chapter 13 Tourists as Actors in the Process of Adding Cultural Heritage to Restaurants 251 13.1 Parisian brasseries 251 13.2 Lyon’s bouchons 258 13.3 La Mère Poulard restaurant in Mont-Saint-Michel 261 13.4 What about the bouillons? 263 Conclusion 273 References 275 Index 285

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Book SynopsisAs seen on The Today Show!The world’s leading chocolate taster shares his wild ride to attain the most envied job, and explains his warning heard around the world: that we might soon run out of chocolate.Angus Kennedy, dubbed “the real life Willy Wonka,” has the best job of all time, tasting candy for a living. But the journey to his sweet life has followed a rocky road. In this inspiring, smile inducing memoir, he shares how despite an alcoholic mother, a father dying of cancer, and multiple brushes with death, he rose to fame and became the king of cocoa. He also gives a fascinating tour of the little-known chocolate industry and answers such questions as: what the state of the cocoa bean is and if we’re going to run out of chocolate, is chocolate good for you, and how to know if you’re eating high-quality chocolate.Doused in Kennedy’s signature humor and wit, this unforgettable memoir is a tale of dysfunction, but also redemption. It is baked to perfection for lovers of great chocolate and great stories, and reveals the secrets of the chocolate world and its king, the bitter and the sweet.Trade Review“Chocolate in any form is highly addictive, usually worth the extra calories and loved by most people on the planet. About 90 percent of Americans even say it’s their favorite flavor. But what goes into creating that delicious treat? The world’s leading chocolate taster, Angus Kennedy reveals all the details.” —Parade“The chocolate industry is fascinating, nuanced, and culturally important. And only a couple people have ever managed to stand at the center of it. Angus Kennedy is one, having literally spent his entire life dedicated to almost every aspect of chocolate. Here he compellingly shares his expertise and insights. It's a read every bit as worthwhile as the chocolate itself.” —Justin I. Miller, chocolate industry researcher, and Professor of Entrepreneurship, University of Southern California “It wasn't always easy, but Angus took lemons and made them into lemonade—no, took beans and made them into chocolate. . . . A sommelier of chocolate.”—Debbie Matenopoulos, Hallmark Home & FamilyTable of ContentsPreface Introduction Mad Dogs, Vodka, and Candy Candy to the Rescue My Father's Death Strange Visitors to Number 22 Welcome to the World of Confectionery The Candy Kid Goes Back to School Finishing School Murder? Working in a Mint Factory How to Get the Best Job in the World Goods to Congess Weight Control What You Might Not Know About Your Chocolate Bar Will We Run Out of Chocolate? The Chocolate of the Future Cohocolate Just for the Moment How to Taste Chocolate

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Book SynopsisInterviews with innovative business leaders and compelling case studies reveal today's best practices for customer and employee loyalty, high profits and sustainability, and a fulfilling work culture in businesses of all sizes. Dan Sachs guides established and emerging businesses as they strengthen employee morale, customer retention, and profits. In The Million Dollar Greeting, he interviews cutting-edge leaders from large and small companies that are consistently profitable with their success directly tied to exceptional customer satisfaction and employees who rank their company among the top places to work. The original words of the business owners, including their practices, are shared and analyzed by Sachs and instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day customer service is and why it matters in the digital age; what interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups; and what practices will grow increasingly critical for businesses to implement over the coming years. Among the business leaders interviewed in the book and companies given as case examples are: Rob Siefker of Zappos Mark Hoplamazian of Hyatt Hotels Ari Weinzweig of Zingerman’s Delicatessen Steve Hindy of Brooklyn Brewery Mike McDerment of FreshBooks Richard Coraine of Union Square Hospitality Group Paul Speigelman of BerylHealth Jerrod Melman of Lettuce Entertain You Enterprises Nick Sarillo of Nick’s Pizza & Pub For all entrepreneurs, managers, and employees eager to see their company thrive, this insightful volume reveals how to make your business stand out from competitive companies, how to be effective in your position, and how to make sure fulfillment and success define your business in today’s competitive climate and for years to come. Trade Review“Dan Sachs embodies all the principles of hospitality in abundance, and his career is a testament to his passion and dedication for this hard work. His deep knowledge of the industry—and his thoughtful and thorough research—is a gift to anyone who finds fulfillment in hospitality.” —Danny Meyer, CEO of Union Square Hospitality Group and Founder of Shake Shack “The Million Dollar Greeting is ‘the real deal’ for anyone trying to build a business that relies on excellent customer service to differentiate its product or service in this age of the internet. Dan Sachs and Janet Scott have distilled the secrets of creating a workforce that is inspired and committed. Particularly valuable is their focus on gaining the best from the millennial generation. And the book is so readable that once you pick it up you will not want to put it down—a remarkable achievement for a business book. I loved it.” —Robin Smith, Chairman, Publishers Clearing House “The Million Dollar Greeting is going to help ripple some great thoughts and get people moving more in line with how the world is thinking today, or how more of the world should be thinking.” —Jon Dwoskin, Host of the THINK Business with Jon Dwoskin podcast “Dan’s the man, and I loved his book—very team centric. We all know that it takes all of us to get the job done, and you’ve got to focus on the team. Buy his book!” —Chip Lutz, president of Unconventional Leadership and former lieutenant commander in the US Navy “BRAVO Dan Sachs on providing such incredible insights on the roadmaps that guide GREAT Leaders and their organizations. The stories and experiences shared are excellent learning lessons on core values that create terrific companies and cultures, especially as organizations embrace the millennial generation and refocus employee engagement and customer service excellence.” —Misty M. Johanson, Dean of Driehaus College of Business. DePaul University “In The Million Dollar Greeting, Dan Sachs taps into the wisdom of some of the most insightful entrepreneurs in the country. Follow their examples, and your customers will love you.” —Bo Burlingham, Inc. Magazine columnist and author of Small Giants: Companies that Choose to Be Great Instead of Big and Finish Big: How Great Entrepreneurs Exit Their Companies On Top “The Million Dollar Greeting is a compelling study of companies that win through the common characteristics of exceptional leadership and corporate cultures authentically focused on serving customers and inspiring employees. Dan Sachs profiles a diverse group of businesses and discerns patterns and lessons that have applicability to all businesses.” —Michael Chae, Senior Managing Director and Chief Financial Officer at The Blackstone Group “Whether your business is in restaurants, hotels, healthcare, or another field, reading The Million Dollar Greeting will make you a more effective leader.” —Douglas Drachman, MD, FACC, Director at Massachusetts General Hospital and Assistant Professor of Medicine at Harvard Medical SchoolTable of ContentsIntroduction: A Brief (But Necessary) History of Customer Service It All Starts with Hospitality, Baby Section 1: The Evanglists Zingerman's: Laser-Focused on Customer Service Nick's Pizza & Pub: Employees in Charge BerylHealth: Everyone Deserves a “Thank You” Section 2: The Transformers Zappos: If You're Not Changing, You're Dying FreshBooks: It's All about the Rock Stars—a.k.a. Customer Service Brooklyn Brewery: Education Section 3: The Pragmatists Lettuce Entertain You: Consistency for the Brand and the Customer Union Square Hospitality: Start at Square One—HIRING Hyatt: Top-Down Empathy Lessons Learned

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Book SynopsisWährend Fabriken in der Früh- und Hochindustrialisierung weitgehend als düstere Stätten der Arbeit galten, die vom Mittelstand so weit wie möglich gemieden wurden, zog es Ende des 19. Jahrhunderts immer mehr Besucherinnen und Besucher aus dem Bürgertum in die industriellen Produktionsstätten. Die Fabriken wandelten sich durch dieses Interesse von einem Ort der Produktion zu einer touristischen Attraktion. Daniela Mysliwietz-Fleiß arbeitet nicht nur erstmals den Ursprung der noch heute äußerst beliebten Betriebsbesichtigungen in Unternehmen verschiedener Branchen auf, sondern verknüpft zudem die Tourismus- mit der Mentalitätsgeschichte des deutschen Bürgertums.

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Book SynopsisThe book vision is that fashion and luxury brands should “craft” the Customer Experience and the journey as they do with products, injecting creativity in all relevant touch-points. In crafting the experience not only physical and digital touch-points will be considered but we stress for the first time the importance of human touch-points. However crafting is not enough if the execution is not well engineered. The greatest challenge we underline is that the fashion and luxury organizations are usually divided into sylos (design, marketing, sales…) and more product-centric then consumer-centric. To become signature the customer journey should be the result of a new organisation design and company culture enabled by three factors: data and technology, people and organizational mechanisms and processes design and execution.

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