managing consumers in hospitality service situations

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Rohit Verma The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice Rohit Verma The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice
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Rohit Verma The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice


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2589.79 руб.

This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations

Siguaw Judy Strategic Hospitality Leadership. The Asian Initiative Siguaw Judy Strategic Hospitality Leadership. The Asian Initiative
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Siguaw Judy Strategic Hospitality Leadership. The Asian Initiative


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3111.64 руб.

Doing business in the tourism and hospitality scene in Asia can be very interesting and rewarding but also poses many challenges. Not many books have been written on the hospitality industry in Asia. Strategic Hospitality Leadership makes a useful contribution, providing the first specialized approach to the business of hospitality in Asia. The book is an invaluable resource of reference and insightful compendium by contributors who are the Cornell School of Administration's alumni, the Cornell-Nanyang Institute of Hospitality Management faculty, and members of its Joint Advisory Board. Their varied backgrounds and profound appreciation of the complexities in building enterprises from the ground up, or expanding an on-going business organization are the types of first-hand knowledge and perspective that is beneficial, informative, and inspirational to industry veterans and students alike. These contributors include chief executives and senior management of hotels and resorts, serviced apartments, restaurants, and food and beverage groups, who have been successful in Asia. Strategic Hospitality Leadership provides readers with the collective wisdom of these successful top executives on a range of topics including brand management, strategic direction, service, marketing, human resource, crisis management, business growth, leadership, portfolio management, best practices, and development. The book will help current and future leaders address major issues that are being and will continue to be confronted in the hospitality industry in Asia, and aims to increase the success of new entrants into Asia.

Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks
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Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks


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9673.78 руб.

This book is a comprehensive study on OPS networks, its architectures, and developed techniques for improving its quality of switching and managing quality of service. The book includes: Introduction to OPS networks, OOFDM networks, GMPLS-enabled optical networks, QoS in OPS networks Hybrid contention avoidance/resolution schemes in both long-haul and metro optical networks Hybrid optical switching schemes

Mol Н. English for Tourism and Hospitality Course Book & audio CDs (x2) Mol Н. English for Tourism and Hospitality Course Book & audio CDs (x2)
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Mol Н. English for Tourism and Hospitality Course Book & audio CDs (x2)


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1034 руб.

English for Tourism and Hospitality in Higher Education Studies The Garnet Education English for Specific Academic Purposes series won the Duke of Edinburgh English Speaking Union English Language Book Award in 2009. English for Tourism and...

Savio Chan China's Super Consumers. What 1 Billion Customers Want and How to Sell it to Them Savio Chan China's Super Consumers. What 1 Billion Customers Want and How to Sell it to Them
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Savio Chan China's Super Consumers. What 1 Billion Customers Want and How to Sell it to Them


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1620.65 руб.

Chinese Consumers are Changing The World – Understand Them and Sell To Them China has transformed itself from a feudal economy in the 19th century, to Mao and Communism in the 20th century, to the largest consumer market in the world by the early 21st century. China's Super Consumers explores the extraordinary birth of consumerism in China and explains who these super consumers are. China's Super Consumers offers an in-depth explanation of what's inside the minds of Chinese consumers and explores what they buy, where they buy, how they buy, and most importantly why they buy. The book is filled with real-world stories of the foreign and domestic companies, leading brands, and top executives who have succeeded in selling to this burgeoning marketplace. This remarkable book also takes you inside the boardrooms of the people who understand Chinese consumers and have had success in the Chinese market. A hands-on resource for succeeding in the Chinese marketplace Filled with real-world stories of companies who have made an impact in China Discover what the Chinese consumer wants and how to deliver the goods Written by Savio Chan and Michael Zakkour, two leading experts on the Chinese market This book is an invaluable resource for anyone who wants a clear understanding of how China's Super Consumers are changing the world and how to sell to them.

Robin Qiu G. Service Science. The Foundations of Service Engineering and Management Robin Qiu G. Service Science. The Foundations of Service Engineering and Management
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Robin Qiu G. Service Science. The Foundations of Service Engineering and Management


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10035.05 руб.

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management also features: Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics Plentiful examples of service organizations such as automobile after-sale services, global project management networks, and express delivery services An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

Kelly McGuire A. The Analytic Hospitality Executive. Implementing Data Analytics in Hotels and Casinos Kelly McGuire A. The Analytic Hospitality Executive. Implementing Data Analytics in Hotels and Casinos
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Kelly McGuire A. The Analytic Hospitality Executive. Implementing Data Analytics in Hotels and Casinos


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2917.17 руб.

Targeted analytics to address the unique opportunities in hospitality and gaming The Analytic Hospitality Executive helps decision makers understand big data and how it can drive value in the industry. Written by a leading business analytics expert who specializes in hospitality and travel, this book draws a direct link between big data and hospitality, and shows you how to incorporate analytics into your strategic management initiative. You'll learn which data types are critical, how to identify productive data sources, and how to integrate analytics into multiple business processes to create an overall analytic culture that turns information into insight. The discussion includes the tools and tips that help make it happen, and points you toward the specific places in your business that could benefit from advanced analytics. The hospitality and gaming industry has unique needs and opportunities, and this book's targeted guidance provides a roadmap to big data benefits. Like most industries, the hospitality and gaming industry is experiencing a rapid increase in data volume, variety, and velocity. This book shows you how to corral this growing current, and channel it into productive avenues that drive better business. Understand big data and analytics Incorporate analytics into existing business processes Identify the most valuable data sources Create a strategic analytic culture that drives value Although the industry is just beginning to recognize the value of big data, it's important to get up to speed quickly or risk losing out on benefits that could drive business to greater heights. The Analytic Hospitality Executive provides a targeted game plan from an expert on the inside, so you can start making your data work for you.

Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision
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Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision


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4278.51 руб.

An essential guide for those charged with supervision of nonclinical staffin programs, agencies, and units within social service organizations «As someone who has worked in social service agencies, consulted with hundreds of them, and who teaches social service professionals, Ms. Summers knows the issues faced by agencies firsthand. From this experience she has compiled a thoughtful and well-organized text that identifies the principles of effective supervision.» —Samuel Knapp, EdD Director of Professional Affairs, Pennsylvania Psychological Association From the Foreword The care of patients and clients of social service agencies is increasingly being performed by paraprofessionals or professionals with little experience. While there are many books written about giving quality clinical supervision, there is very little on supervising the least experienced frontline nonclinical and clinical staff to teach and promote positive and effective interaction with clients, and provide staff support and training that elevates quality care, improves job satisfaction, and minimizes staff turnover. Based on author Nancy Summers' many years of working with troubled social service agencies, Managing Social Service Staff for Excellence: Five Keys to Exceptional Supervision fills this need and offers numerous ideas for securing the best care for those served by social service agencies. Common problems faced by agencies are examined with regard to employee behavior and wellness, including staff teamwork, how to build healthy staff/client relationships, and the identification and prevention of routine disrespect of clients and their needs. Diagnostic techniques are presented for identifying these problems, as well as remedies and prevention programs that can be put in place without great expense. Filled with interviews and numerous case examples, Managing Social Service Staff for Excellence offers a step-by-step process for: creating good preventive measures to counteract negative practices that can occur; developing robust commitment and enthusiasm; and getting back on the right track after unfortunate incidents have taken place.

Mary Lou Higgerson Communication Strategies for Managing Conflict. A Guide for Academic Leaders Mary Lou Higgerson Communication Strategies for Managing Conflict. A Guide for Academic Leaders
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Mary Lou Higgerson Communication Strategies for Managing Conflict. A Guide for Academic Leaders


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3149.65 руб.

The conflict management guide academic leaders have been searching for Communication Strategies for Managing Conflict gives academic leaders the tools and insight they need to effectively manage conflict affiliated with leading change and problematic faculty performance. Using case studies that bring typical issues to light, this book guides you through difficult situations with strategies and analyses of key issues, variables, and options. The real-life examples show you effective conflict management at work, and provide direct application to your own tricky leadership situations. You'll learn how to deal with difficult people, how to have difficult conversations, and how to successfully manage change in the face of departmental resistance. Written by an experienced academic leader, consultant, and writer, this practical guide provides the leadership training academics wish they already had. Successful conflict management is essential not just to departments, but to the entire institution. Senior leaders, faculty, and students all rely on you to smooth the change process and keep the department running smoothly. This book gives you a foundation in the critical skills for managing conflict when leading change and managing problem performance, and the insight to apply them appropriately. Communicate more effectively with students, parents, and faculty Navigate difficult conversations with tenured faculty more successfully Lead change more effectively Mentor and manage problem performance more effectively Keep faculty performing well and focused on the right priorities Most academic leaders come into their position reluctantly, with little or no preparation for the role, receive very little training or coaching, and are thus not equipped to manage conflict when it arises. Communication Strategies for Managing Conflict is a lively, readable, and practical guide that will prove useful in the most difficult and common departmental situations.

Fei Tao Resource Service Management in Manufacturing Grid System Fei Tao Resource Service Management in Manufacturing Grid System
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Fei Tao Resource Service Management in Manufacturing Grid System


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14623.43 руб.

This book includes discussion on advance computer technologies such as cloud computing, grid computing, and service computing. In addition, it furthers the theory and technology of grid technologies that is used in manufacturing, and accelerates the development of service-oriented manufacturing.

Barbara Jacoby Service-Learning Essentials. Questions, Answers, and Lessons Learned Barbara Jacoby Service-Learning Essentials. Questions, Answers, and Lessons Learned
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Barbara Jacoby Service-Learning Essentials. Questions, Answers, and Lessons Learned


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3149.65 руб.

Service-Learning Essentials is the resource you need to help you develop high-quality service-learning experiences for college students. Written by one of the field's leading experts and sponsored by Campus Compact, the book is the definitive work on this high-impact educational practice. Service-learning has been identified by the Association of American Colleges and Universities as having been widely tested and shown to be beneficial to college students from a wide variety of backgrounds. Organized in an accessible question-and-answer format, the book responds clearly and completely to the most common questions and concerns about service-learning. Each chapter addresses issues related to individual practice as well as to the collective work of starting and developing a service-learning center or program, with examples drawn from a variety of disciplines, situations, and institutional types. The questions range from basic to advanced and the answers cover both the fundamentals and complexities of service-learning. Topics include: Determining what service-learning opportunities institutions should offer How to engage students in critical reflection in academic courses and in cocurricular experiences Best practices for developing and sustaining mutually beneficial campus-community partnerships Integrating service-learning into the curriculum in all disciplines and at all levels, as well as various areas of student life outside the classroom Assessing service-learning programs and outcomes The dilemmas of service-learning in the context of power and privilege The future of service-learning in online and rapidly globalizing environments Service-learning has virtually limitless potential to enable colleges and universities to meet their goals for student learning while making unique contributions to addressing unmet local, national, and global needs. However, in order to realize these benefits, service-learning must be thoughtfully designed and carefully implemented. This easy-to-use volume contains everything faculty, leaders, and staff members need to know about service-learning to enhance communities, improve higher education institutions, and educate the next generation of citizens, scholars, and leaders.

Bon Voyage Bon Voyage
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Bon Voyage


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5980 руб.

Make a difference when you travel. Excellent hospitality and sustainable journeys can go hand in hand. New getaways offer amazing design, delicious food and extraordinary...

Frank Eliason At Your Service. How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques Frank Eliason At Your Service. How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques
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Frank Eliason At Your Service. How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques


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1617.41 руб.

A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.

Dmitry Artyukhin The notes of first line manager Dmitry Artyukhin The notes of first line manager
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Dmitry Artyukhin The notes of first line manager


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200 руб.

The author shares personal thoughts on different aspects of first line manager (FLM) role within the organization. This book offers honest and open overview of personal FLM experience. It’s based on real stories and situations and shares some advices for those who is in this job and/or interested in being a first line manager. It is a practical handbook made to encourage people managers to apply creative approach in managing their teams.

Logan Caroline Self-Harm and Violence. Towards Best Practice in Managing Risk in Mental Health Services Logan Caroline Self-Harm and Violence. Towards Best Practice in Managing Risk in Mental Health Services
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Logan Caroline Self-Harm and Violence. Towards Best Practice in Managing Risk in Mental Health Services


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9486.62 руб.

Self-Harm and Violence: Towards Best Practice in Managing Risk in Mental Health Services presents the first exploration of the most effective clinical practice techniques relating to the management of risk in mental health care settings. Based on the Department of Health’s Best Practice in Managing Risk guidance document, which was developed over a 12-month period in consultation with a national expert advisory group Features contributions from many members of the group that drew up the Best Practice document – all leading theoreticians and practitioners in their particular fields – and embeds the principles laid out in the guidelines in real world practice Reveals how contemporary risk management is a multidisciplinary and collaborative enterprise in which practitioners from different professions need to engage with each other in order to achieve success

Rick Sweeney Achieving Service-Oriented Architecture. Applying an Enterprise Architecture Approach Rick Sweeney Achieving Service-Oriented Architecture. Applying an Enterprise Architecture Approach
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Rick Sweeney Achieving Service-Oriented Architecture. Applying an Enterprise Architecture Approach


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4213.68 руб.

A complete, comprehensive methodology and framework for adopting and managing a successful service oriented architecture environment Achieving Service-Oriented Architecture helps to set up an SOA Architecture Practice defining the policies, procedures, and standards that apply not just to IT developers but to the entire corporation as it relates to business applications. Why a new architectural approach is necessary for your business to achieve all the value SOA has to offer Focuses on setting up an enterprise architecture practice for service-oriented architecture Discusses the implementation and governance processes for SOA Defines and describes an overall architectural framework for managing SOA assets at an enterprise architecture level Shows how to set up and run an SOA Enterprise Architecture Practice using the methodology and framework presented Defining how an Architecture Practice can transform itself and your corporation to maximize the benefits of the SOA approach, Achieving Service-Oriented Architecture provides a pragmatic enterprise architecture approach and framework for implementing and managing service oriented architecture from a business organization and business practices perspective. Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

Darren Lund E. The Wiley International Handbook of Service-Learning for Social Justice Darren Lund E. The Wiley International Handbook of Service-Learning for Social Justice
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Darren Lund E. The Wiley International Handbook of Service-Learning for Social Justice


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16336.13 руб.

A comprehensive guide to service-learning for social justice written by an international panel of experts The Wiley International Handbook of Service-Learning for Social Justice offers a review of recent trends in social justice that have been, until recently, marginalized in the field of service-learning. The authors offer a guide for establishing and nurturing social justice in a variety of service-learning programs, and show that incorporating the principles of social justice in service-learning can empower communities to resist and disrupt oppressive power structures, and work for solidarity with host and partner communities. With contributions from an international panel of experts, the Handbook contains a critique of the field’s roots in charity; a review of the problematization of Whitenormativity, paired with the bolstering of diverse voices and perspectives; and information on the embrace of emotional elements including tension, ambiguity, and discomfort. This important resource: Considers the role of the community in service-learning and other community‑engaged models of education and practice Explores the necessity of disruption and dissonance in service-learning Discusses a number of targeted issues that often arise in service-learning contexts Offers a practical guide to establishing and nurturing social justice at the heart of an international service-learning program Written for advanced undergraduate students, graduate students, scholars, and educators, The Wiley International Handbook of Service-Learning for Social Justice highlights social justice as a conflict‑ridden struggle against inequality, xenophobia, and oppression, and offers practical suggestions for incorporating service-learning programs in various arenas.

Ernesto Exposito Smart SOA Platforms in Cloud Computing Architectures Ernesto Exposito Smart SOA Platforms in Cloud Computing Architectures
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Ernesto Exposito Smart SOA Platforms in Cloud Computing Architectures


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6974.48 руб.

This book is intended to introduce the principles of the Event-Driven and Service-Oriented Architecture (SOA 2.0) and its role in the new interconnected world based on the cloud computing architecture paradigm. In this new context, the concept of “service” is widely applied to the hardware and software resources available in the new generation of the Internet. The authors focus on how current and future SOA technologies provide the basis for the smart management of the service model provided by the Platform as a Service (PaaS) layer.

Sophie Sauvagnargues Decision-Making in Crisis Situations. Research and Innovation for Optimal Training Sophie Sauvagnargues Decision-Making in Crisis Situations. Research and Innovation for Optimal Training
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Sophie Sauvagnargues Decision-Making in Crisis Situations. Research and Innovation for Optimal Training


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12602.15 руб.

Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 1 kg. Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 1 kg.
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Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 1 kg.


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696.96 руб.

Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 3 kg. Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 3 kg.
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Royal Canin Mini Relax Care dog food small breeds in стрессовых situations, Chicken, 3 kg.


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1924.26 руб.

Martin Cole Unlocking Public Value. A New Model For Achieving High Performance In Public Service Organizations Martin Cole Unlocking Public Value. A New Model For Achieving High Performance In Public Service Organizations
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Martin Cole Unlocking Public Value. A New Model For Achieving High Performance In Public Service Organizations


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3889.55 руб.

A new approach to understanding and improving performance and public value This book presents the Public Service Value Model-an innovative, rigorous approach to defining public outcomes and quantifying results-to help readers understand and improve public service delivery. Filled with in-depth insight and expert advice, this guide will arm public service managers-whether in government, nonprofit, or even for-profit organizations-with a practical framework that can be used to define outcomes and manage trade-offs in public service delivery. Martin Cole (Hartford, CT) is Group Chief Executive of Accenture's Government Operating Group. Greg Parston (London, UK) is Executive Director of the Accenture Institute for Public Service Value.

Sabrina Callin Portable Alpha Theory and Practice. What Investors Really Need to Know Sabrina Callin Portable Alpha Theory and Practice. What Investors Really Need to Know
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Sabrina Callin Portable Alpha Theory and Practice. What Investors Really Need to Know


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6612.24 руб.

As an original innovator of the portable alpha concept, PIMCO has been managing an increasing number of different portable alpha strategies for investors since 1986. And now, with Portable Alpha Theory and Practice, the PIMCO team shares their extensive experiences with you. Filled with in-depth insights and expert guidance, this reliable resource provides an informative look at portable alpha and key related concepts, as well as detailed discussion on the many ways it can be applied in real-world situations.

Pushpak Sarkar Data as a Service. A Framework for Providing Reusable Enterprise Data Services Pushpak Sarkar Data as a Service. A Framework for Providing Reusable Enterprise Data Services
:

Pushpak Sarkar Data as a Service. A Framework for Providing Reusable Enterprise Data Services


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5245.62 руб.

Data as a Service shows how organizations can leverage “data as a service” by providing real-life case studies on the various and innovative architectures and related patterns Comprehensive approach to introducing data as a service in any organization A reusable and flexible SOA based architecture framework Roadmap to introduce ‘big data as a service’ for potential clients Presents a thorough description of each component in the DaaS reference architecture so readers can implement solutions


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Service-Learning Essentials is the resource you need to help you develop high-quality service-learning experiences for college students. Written by one of the field's leading experts and sponsored by Campus Compact, the book is the definitive work on this high-impact educational practice. Service-learning has been identified by the Association of American Colleges and Universities as having been widely tested and shown to be beneficial to college students from a wide variety of backgrounds. Organized in an accessible question-and-answer format, the book responds clearly and completely to the most common questions and concerns about service-learning. Each chapter addresses issues related to individual practice as well as to the collective work of starting and developing a service-learning center or program, with examples drawn from a variety of disciplines, situations, and institutional types. The questions range from basic to advanced and the answers cover both the fundamentals and complexities of service-learning. Topics include: Determining what service-learning opportunities institutions should offer How to engage students in critical reflection in academic courses and in cocurricular experiences Best practices for developing and sustaining mutually beneficial campus-community partnerships Integrating service-learning into the curriculum in all disciplines and at all levels, as well as various areas of student life outside the classroom Assessing service-learning programs and outcomes The dilemmas of service-learning in the context of power and privilege The future of service-learning in online and rapidly globalizing environments Service-learning has virtually limitless potential to enable colleges and universities to meet their goals for student learning while making unique contributions to addressing unmet local, national, and global needs. However, in order to realize these benefits, service-learning must be thoughtfully designed and carefully implemented. This easy-to-use volume contains everything faculty, leaders, and staff members need to know about service-learning to enhance communities, improve higher education institutions, and educate the next generation of citizens, scholars, and leaders.
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