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  • Original language: French
  • Binding: Paperback

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Islanded: Britain, Sri Lanka, and the Bounds of an Indian Ocean Colony

  • Published on: 1900
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Casting the Net: From ARPANET to INTERNET and Beyond, by Peter H. Salus

A source of information concerning Internet's protocols and technical standards, this reference is concerned with the foundations of the superhighway.

  • Sales Rank: #2310647 in Books
  • Published on: 1995-05-01
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.00" h x .80" w x 6.20" l, .88 pounds
  • Binding: Paperback
  • 320 pages

Amazon.com Review
While brief histories of the Internet exist in many places, Peter Salus attempts to pull together the entire story. Beginning with George Stibnitz's demonstration of Bell Labs' complex calculator by remote terminal in September of 1940, Salus shows how this dauntingly complex technological achievement came into existence step by step, with thousands of small innovations in both hardware and software. It's unavoidable that the book is largely about technology, and there are several technical details and charts for those interested in the nuts and bolts of Internet construction. But even the technologically challenged will be able to follow the tale since it's largely about the people who made it all happen. Salus has gone back to the original documents and correspondence among the Net's creators and has interviewed such key players as Vinton Cerf, Bob Kahn, John Quartermain, Ray Tomlinson and many more. The picture that emerges encompasses the energy and thrill that went into the technical achievements--as well as many of the laughs and weirdness. Salus includes a number of the so-called Requests For Comments (RFCs) that were primarily used to spread technical developments but were occasional carriers of stress-relieving humor. RFC 527, "Arpawocky," is a terrific take-off on the "Jabberwocky," while RFC 1149, "A Standard for the Transmission of IP Diagrams on Avian Carriers," is an April 1st proposal to send messages by carrier pigeon.

From the Inside Flap

At a time when the Internet has occupied the covers of bothBusiness Week and Time and every daily newspaper speculates on numbers of users and billions of dollars in "opportunities," when the President and Vice President of the United States have their own electronic mail addresses, and when the Supreme Court makes its dicta available via anonymous ftp, it is appropriate to look at the origins and development of this wondrous entity.

At the end of 1969, the ARPANET, the first packet-switching computer network, consisted of four sites. At the end of 1994, there were nearly four million hosts. While there is much discussion as to just how many users each of these hosts represents, the range is from a (conservative) average of three to a (flamboyantly unrealistic) ten: That is, from 12 to 40 million users worldwide.

Many tens of thousands of networks make up the Internet, which is a network of networks. Many of these networks are not full participants in the Internet, meaning that there are many applications which they cannot employ. In Neuromancer, a 1984 science fiction novel, William Gibson used the term "the matrix" for his cyberspace. John S. Quarterman employed the term in his 1990 compendium, and it has since come into common usage. I use the Matrix here to refer to all computers capable of sending and receiving electronic mail. Though not even a part of the original ARPANET, mail is now the prime application for the Matrix user.

Max Beerbohm once criticized Quiller-Couch for writing "a veritable porcupine of quotations." I recognize that the same indictment could be handed down against me. And that some of my "quotations" are not so much quills as battering-rams. However, some of them are feathers (or perhaps down comforters). There is general feeling that the inventors of technological wonders are deadly dull, that they have no interests outside their work, and that writings about technology are unreadable. And I admit that much of this is (selectively) true. So I have larded this history with lighter works: Len Kleinrock's and Vint Cerf's verse, as well as parodies by a number of others. And the final appendix contains Kleinrock's most recent verse and Cerf's future history in its entirety.

This book could not have been written without the active cooperation of many of the original participants. At the head of the list stand Vint Cerf, Bob Kahn, Alex McKenzie, Mike Padlipsky, Jon Postel, John Quarterman, and Dave Walden. They have tolerated my questions and supplied me with documents with humor and grace. I am beholden to Marlyn Johnson of SRI and to a number of staff members of Bolt Beranek and Newman for locating and giving me access to documents I would never have otherwise read: Ivanna Abruzzese, Jennie Connolly, Lori McCarthy, Bob Menk, Aravinda Pillalamarri, and Terry Tollman.

The assistance of the following is gratefully acknowledged: Rick Adams, Jaap Akkerhuis, Eric Allman, Piet Beertema, Steve Bellovin, Bob Bishop, Roland Bryan, Peter Capek, David Clark, Lyman Chapin, Glyn Colinson, Peter Collinson, Sunil Das, Dan Dern, Harry Forsdick, Donalyn Frey, Simson Garfinkel, Michel Gien, John Gilmore, Teus Hagen, Mark Horton, Peter Houlder, Peter Kirstein, Len Kleinrock, Kirk McKusick, Bob Metcalfe, Mike Muuss, Mike O'Dell, Craig Partridge, Brian Redman, Brian Reid, Jim Reid, Larry Roberts, Keld Simonsen, Gene Spafford, Hanery Spencer, Bob Taylor, Brad Templeton, Ray Tomlinson, Rebecca Wetzel, and Hubert Zimmermann.

Len Tower and Stuart McRobert have saved me from more gaucheries than I care to recall, as have the (anonymous) readers of the manuscript. Tom Stone and Kathleen Billus at Addison-Wesley have once again shepherded me successfully through the reefs from conception to production.

Much of the material in the Time-Lines is derived from that of John Quarterman and Smoot Carl-Mitchell, to whom I am grateful.

As I have neither a dog nor a cat, I can only (as always) thank Dr. Mary W. Salus and almost-Dr. Emily W. Salus for their niggling and carping, which has improved all my work over the past 25 years.

P.H.S.
Boston
January 1995 0201876744P04062001

From the Back Cover

The design decisions and standards which have made internetworking possible form the focus for this book. The information is essential for any future technical contributions and will provide a central source of information concerning the Internet's technical standards.



0201876744B04062001

Most helpful customer reviews

6 of 7 people found the following review helpful.
I have more to say after reading another book...
By Thomas Sheldon
I just finished reading "Where Wizards Stay up Late," another Internet history book. It is just as good and I actually felt a little nastalgia after reading the book, as if I were there myself. I highly recommend both books if you want to learn how all this technology developed. By the way, this book reads more like a novel. The Salus book reads more like a good rendering of the RFCs. But all these writers have done their job in interviewing the historical figures.

5 of 5 people found the following review helpful.
This pieces it all together
By Thomas Sheldon
I came across this book while writing "The Encyclopedia of Networking." What a great resource. I was trying to write a historical outline by referring to the RFCs written during the early years of the Internet. What a task! This book puts it all into perspective. Salus has interviewed the people involved, including Cerf and many others, and in so doing, has made a major contribution to the Internet historical archives. Never mind that it is getting a little dated. Its a great read and kept me up past midnight.

6 of 7 people found the following review helpful.
A terrific look at the birth of the Internet
By A Customer
If you want to find out how things like the Internet, Usenet and other services we take for granted were developed, there's no better book than this one. Salus gives a detailed chronology of the Internet's history and development, with interviews of the people involved and numerous excerpts from RFCs and other documents. There's even details on how the alt.* hierarchy of Usenet newsgroups was born, with a debunking of the rumor that it stands for Anarchists, Lunatics and Terrorists. A terrific book.

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Kierkegaard's Writings, VI: Fear and Trembling/Repetition, by Søren Kierkegaard

Presented here in a new translation, with a historical introduction by the translators, Fear and Trembling and Repetition are the most poetic and personal of Søren Kierkegaard's pseudonymous writings. Published in 1843 and written under the names Johannes de Silentio and Constantine Constantius, respectively, the books demonstrate Kierkegaard's transmutation of the personal into the lyrically religious.



Each work uses as a point of departure Kierkegaard's breaking of his engagement to Regine Olsen--his sacrifice of "that single individual." From this beginning Fear and Trembling becomes an exploration of the faith that transcends the ethical, as in Abraham's willingness to sacrifice his son Isaac at God's command. This faith, which persists in the face of the absurd, is rewarded finally by the return of all that the faithful one is willing to sacrifice. Repetition discusses the most profound implications of unity of personhood and of identity within change, beginning with the ironic story of a young poet who cannot fulfill the ethical claims of his engagement because of the possible consequences of his marriage. The poet finally despairs of repetition (renewal) in the ethical sphere, as does his advisor and friend Constantius in the aesthetic sphere. The book ends with Constantius' intimation of a third kind of repetition--in the religious sphere.

  • Sales Rank: #496622 in eBooks
  • Published on: 2013-04-21
  • Released on: 2013-04-21
  • Format: Kindle eBook

Review
The definitive edition of the Writings. The first volume . . . indicates the scholarly value of the entire series: an introduction setting the work in the context of Kierkegaard's development; a remarkably clear translation; and concluding sections of intelligent notes. -- Library Journal

Language Notes
Text: English, Danish (translation)

From the Back Cover
In Repetition Kierkegaard discusses the most profound implications of the unity of personhood and of identity within change-the repetition that creates the rebirth of God in the heart of man, brings the eternal into the present, and allows the past to retain its meaning.

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47 of 47 people found the following review helpful.
work out your salvation with fear and trembling
By muddy glass
i will preface this review by saying that what follows is my interpretation of what "fear and trembling" is about. kierkegaard probably would've wanted each individual reader to struggle with the meaning for him-or-herself, as that is what would make the reading of "fear and trembling" of any value to the reader.

there is a difference between the ethical and the religious. confusion over the two has caused great tragedy in human affairs in the past and will continue to do so in the future. kierkegaard's magnum opus "fear and trembling" deals with the relationship between the ethical and the religious spheres, and thus remains relevant even to a modern audience.

kierkegaard wrote "fear and trembling" because he felt the christianity of his time had become too easy, too sugar-coated for the masses to swallow. faith loses its importance when the church becomes more interested in expanding and maintaining its reach than in the underlying message; faith, by its very nature, should be a difficult thing to attain. like many reformers before him, kierkegaard saw christianity as corroding from within. on the other hand, hegelian philosophy had also spread across europe in the early nineteenth century and was encroaching on territories even outside of philosophy, given the ambitious scope of hegel's project. the philosophers were threatening to co-opt the spiritual through logic: hegel's self-realization of "geist," the german word for both "mind" and "spirit." it is in this setting that kierkegaard wrote his most important book, addressing the dangers to christianity from within and without.

"fear and trembling" should be read in the context of the rest of kierkegaard's pseudonymous works for its message to be understood. kierkegaard conceived of life as going through three stages: the aesthetic, the ethical and the religious. this framework is also tackled extensively, for example, in "either/or (volumes 1 and 2)" and "stages on life's way." the gist is that before one even attempts to have faith in god, one must first come to appreciate the world for its appeal to one's senses. after that, one matures and realizes there are more important things out there and one gives up his/her individual nature for the universal, living to serve the greater good. this ethical stage can be reached by anybody and is different from being religious. in particular, people of all religions or lack thereof can be ethical people and sacrifice their own selfish needs for others. the ethical stage is where all organized religions and even atheism overlap, and this common ground is all that's needed for a peaceful civilized society.

now, to go from the ethical to the religious stage requires one to abandon the universal, reasserting the individual over the common good, but not regressing to the aesthetic stage in the process either. rather, one undergoes a trial of faith and mysteriously leaps to faith. i say "mysteriously" because faith is a very personal thing between god and the individual. that leap to faith cannot be explained by appealing to logic, nor can what occurs during the trial of faith be effectively communicated or understood by others. on top of all that, the trial of faith will bring the ethical individual into conflict with the ethical itself, hence the "trial" part. it is inconceivably hard and seemingly impossible to attain faith precisely because one must have genuinely gone through the ethical stage first and yet be forced to abandon the ethical.

kierkegaard illustrates all of these ideas in the story of god's command for abraham to sacrifice isaac at mount moriah. faith is something that could take a lifetime to achieve given the earlier stages one must go through; abraham was an old man when he faced his trial so even the patriarch of the judeo-christian tradition is not exempt from the long hard journey through the stages on life's way. god's command to sacrifice isaac very clearly and unequivocally conflicts with the ethical. abraham intended to go through with the sacrifice, but is stopped by god after abraham passes the trial. what exactly occurred in abraham's mind, let alone god's mind, during the trial cannot be known to anyone else. we only see a good person about to do a very bad thing, ready to give everything up and yet receiving it all back by god's will. faith must be absurd, hence ultimately impervious to philosophical/logical investigation. and with this one carefully chosen example, kierkegaard masterfully defended christianity from the dangers on both fronts mentioned earlier.

sometimes kierkegaard's breaking of his engagement to regine olsen is mentioned as a potential source of meaning for "fear and trembling." in particular, some folks posit that kierkegaard was hoping to receive regine olsen back after the breaking of the engagement, much as the knight of faith in "fear and trembling" receives the world back, by virtue of the absurd. it is certainly true that kierkegaard was deeply affected by this episode in his life, but one of the reasons he broke off the engagement was because he wanted to focus on the deeper theological and religious issues he felt he should devote his life to. i have too much respect for kierkegaard's grand project to give this very personal interpretation much weight.

there are two main english translations of "fear and trembling" available: the one done by walter lowrie, and the one done by edna and howard hong. the hongs' translation for the princeton "kierkegaard's writings" series is the superior translation, in my opinion. lowrie's older translation is outdated and some of his choice of words will distract you. for example, the lowrie translation includes the phrase "a panegyric upon abraham" while the hongs translated the same as "eulogy on abraham." take your pick!

the princeton "kierkegaard's writings" series is excellent in general, offering excerpts from kierkegaard's journals as well as historical/philosophical context for kierkegaard's work. "fear and trembling" is packaged with "repetition" in volume 6 of the series, but you should really think of the vastly overshadowed "repetition" as just a nice bonus.

on a personal note, i read and kept re-reading "fear and trembling" on the side in the spring semester of my sophomore year in college. i majored in electrical engineering, but much of my focus was on this book instead. compared to the subject matter kierkegaard was dealing with, everything else just seemed so incredibly trivial. even after the four years of classes to complete my degree, i find that "fear and trembling" is still what i think about more. i hope kierkegaard has as much of an influence on your life as he has had on mine.

25 of 27 people found the following review helpful.
Theological Tour de Force
By JMS
This edition of 'Fear and Trembling' is an excellently produced and translated edition, with the interesting and helpful prefaces and selections of journal quotes typical of the Writings series.

'Fear and Trembling' presents a very penetrating, and ultimately disturbing, investigation into the personal and 'existential' implications of the religious concept of faith, as illustrated by the story of Isaac's sacrifice in Genesis 22.

Reviewers like to analyse the text either in respect to the biography of Kierkegaard, or of his literary output (or in relation to the other book in this collect, 'Repetition'), which are fair enough, but nevertheless, this book stands on its own with the question of whether religious faith can be a 'teleological suspension of the ethical.' This sounds like it could be a tendious philosophical excercise, but his erudition and literary skill constantly defies ones attempt to reduce or domesticate the paradoxes which he throws forward to his reader. The text still today offers each reader a choice of his own.

3 of 3 people found the following review helpful.
Faith and Individuality
By Doctor Moss
Fear and Trembling is probably Kierkegaard's clearest and most vivid interpretation of faith, seen through the story of Abraham and Isaac. God has asked Abraham, who with his wife Sarah has waited and prayed for a son for 70 years, to sacrifice that son. Abraham obeys, but it is the tension within Abraham, the tension between ethical duty and the requirements of faith, that Kierkegaard focuses on. Faith emerges as what allows the individual to transcend the life of just anyone, the "universal", through an absolutely individual relationship with God.

Abraham's anguish is the anguish of a loving father, for whom the ethical duty of a father is inviolable. But his God demands it. Abraham doesn't simply obey -- in his actions, he must reconcile the irreconcilable. The victory of Abraham's faith is his resolution to carry out God's command, fully and intentionally preparing to give up Isaac, while at the same believing, by "virtue of the absurd", that Isaac will be returned to him, that he will lose Isaac and also regain him.

For Kierkegaard, this faith is the elevation of the individual, in the individual's own relationship to God, above the universal, the demands of secular, ethical life. In another essay, The Present Age, Kierkegaard complains that faith has become secularized in the church, in which faith is the duty of everyone, to be fulfilled by all in the same way. To him, this is a lowering of faith to something within the universal, what is demanded of everyone and explicable as the duty of man per se.

In faith, by contrast, the "individual is higher than the universal" in a way that is incomprehensible philosophically, precisely because the duty of the individual cannot be universalized and explained in the common terms of reason. Faith is a relationship between a particular individual and God. What God requires of Abraham, He requires of no one else -- it arises out of Abraham's individual, particular relationship to God, and only Abraham can understand it. In that relationship, Abraham is elevated above the universal, above the life of everyone and anyone, beyond the ethical and into the properly religious.

Kierkegaard's opponents here are both the common religious institutions of his own time and the dominant philosophy of Hegel. Hegel's system includes religion and faith, but religion is subsumed under the more complete and adequate philosophical knowledge and realization of "the absolute". For Hegel the universal is higher than the individual, and the individual's duty is to find his place in the universal -- to act in accordance with universal duty, what is required of everyone -- and to make that universal real in the political and civil life of a modern state. Much of the 19th century birth of existentialism, both religious and non-religious, comes in response to that requirement of the universal.

Kierkegaard's treatment of the individual in Fear and Trembling expands his much more abstract account of despair in The Sickness Unto Death, where religious faith per se, or faith specifically in the Christian God, seems at times separable from the abstract requirements of faith. Could we interpret him in a more secular way, as talking not just about religious faith but about meaningfulness in life altogether? There are passages in others of his writings, e.g., The Present Age, that suggest that what is missing in modern life is the condition of meaningfulness in life altogether -- the leveling of everyone's life into a kind of anyone's life (what goes as "das Man" in Heidegger or "the herd" in Nietzsche). And the abstract formulations from The Sickness Unto Death may seem only to require the self to relate itself to itself through an "other", not through God.

But I don't think that's what Kierkegaard means here -- the "other" seems necessarily to be God, in that only God can do what a god can do -- realize the absurd, the apparently impossible. This is why he is talking about "faith" and not "meaningfulness" (or why if he is in fact also talking about "meaningfulness" he must believe that meaningfulness is really only possible through faith).

This newer edition and translation of Fear and Trembling is published with Repetition, a work completed and published at about the same time. (An earlier edition had published Fear and Trembling together with The Sickness Unto Death, tying the two accounts of despair and faith together).

This is my first reading of Repetition, and I can't really trust what I think about it -- Kierkegaard is very hard to understand in a first reading. But what I see is a kind of tightly focused evolution of the "exception" that appears also in Either/Or and provides the first glimpse of the individuality that flourishes in faith. The "young man" in Repetition becomes, through his relationship with "the girl", a "poet" -- not a "knight of faith" at all, but someone who was been tested by the ethical -- by the prospect of marriage -- and emerged as the "exception". The exception is an exception to the universal, the possibility of the individual who is higher than the universal, what the "knight of faith" realizes.

What's also interesting in Repetition is the cast of characters -- the pseudonymous author (Constantin Constantius, who sounds like the voice of Kierkegaard and places the story in the perspective of Kierkegaard's thought), the "young man" (who parallels Kierkegaard himself in his relationship with Regine Olsen), and "the girl" (parallel to Regine). Kierkegaard often splits himself into characters in order to find both the reflective and active aspects of the aesthetic, ethical, and religious lives he depicts, and Regine is an almost constant muse.

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Selasa, 09 November 2010

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Play and the Human Condition, by Thomas S. Henricks

In Play and the Human Condition, Thomas Henricks brings together ways of considering play to probe its essential relationship to work, ritual, and communitas. Focusing on five contexts for play--the psyche, the body, the environment, society, and culture--Henricks identifies conditions that instigate play, and comments on its implications for those settings. Offering a general theory of play as behavior promoting self-realization, Henricks articulates a conception of self that includes individual and social identity, particular and transcendent connection, and multiple fields of involvement. Henricks also evaluates play styles from history and contemporary life to analyze the relationship between play and human freedom.
 
Imaginative and stimulating, Play and the Human Condition shows how play allows us to learn about our qualities and those of the world around us--and in so doing make sense of ourselves.

  • Sales Rank: #491126 in Books
  • Published on: 2015-04-10
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.00" h x 1.10" w x 6.00" l, .0 pounds
  • Binding: Paperback
  • 264 pages

Review
"This work will help shape and unify the field of play studies. I have not read its equal; in fact, there is nothing elsewhere quite like it."
--Scott G. Eberle, vice president for play studies at The Strong National Museum of Play


"Play and the Human Condition is a book as ambitious as its title…  An erudite reading of the vast tradition of play studies, from sociology and psychology to cultural anthropology. It is also an original contribution to understanding play--provocative, informative and enlightening."--American Journal of Play
 

About the Author
Thomas S. Henricks is the Danieley Professor of Sociology at Elon University and author of Play Reconsidered: Sociological Perspectives on Human Expression.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Will be a classic!
By Gordon M. Burghardt
An illuminating review of play from a sociological perspective by one of the leading theoreticians on play and culture. Historically and conceptually rich and provocative.

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Rabu, 03 November 2010

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A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

  • Sales Rank: #1579497 in eBooks
  • Published on: 2007-12-10
  • Released on: 2007-12-10
  • Format: Kindle eBook

From the Inside Flap
Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five-stage process that establishes crucial connections between a company's marketing, sales, product development, and customer service departments in order to deliver both top-quality products and a high-level customer experience.The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal customer surveys, and process and interpret the survey data. Then they show readers how to use that data to build a cohesive plan for quality improvement and ongoing customer management.By helping mid-level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how necessary to keep them happy.

From the Back Cover
Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.
Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.
Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five-stage process that establishes crucial connections between a company's marketing, sales, product development, and customer service departments in order to deliver both top-quality products and a high-level customer experience.
The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal customer surveys, and process and interpret the survey data. Then they show readers how to use that data to build a cohesive plan for quality improvement and ongoing customer management.
By helping mid-level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how necessary to keep them happy.

About the Author
MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.

Most helpful customer reviews

1 of 1 people found the following review helpful.
Measuring customer satisfaction
By Pedro Lopez Eiroa
The book is a good manual to design an integrated measurement and management system, based on surveys . Includes tips to use from data to convert it in useful market information , as well to be used to strategic design of the company.

The basic key is to get all this perspective from the point of view of the customer and how to link this to improve the financial performance of the company. A model can be tailored to the needs of your company.

The book has some tips to focus the resources on the strategy and planning, and for the optimum construction of the required survey. Although is mainly based on business issues due to the background of the authors , the book gives also a practical correlation on these marketing issues : satisfaction, loyalty and profit.

0 of 0 people found the following review helpful.
I was expecting more
By Sonia M. Vasquez
The information provide it in this book is too conceptual and general, it doesn't give you clear tools to manage your customer satisfaction.

6 of 6 people found the following review helpful.
Solid- with a good step-by-step on survey design and implementation
By Amazon Customer
This book focuses on linking customers' needs with a company's processes to create the best customer experience possible. The book outlines a five-stage process to create this link and thereby improves customer satisfaction, loyalty and profit.

Stage 1: Identify the system's purpose and goals. Create a customer measurement and management system to analyze and understand the company's entire system for generating profit.

Stage 2: Utilizing qualitative research, a model of customer views of products and services offered customer satisfaction, and loyalty and retention. This stage shifts the focus from the company's perspective to the customer's perspective.

Stage 3: Design a customer survey using the lens of the customer created in Stage 2 to measure loyalty, quality, and satisfaction. Various survey formats are presented.

Stage 4: The survey results are analyzed utilizing advanced statistical methods to figure out what can be done to improve customer satisfaction and to assess the impact actions will have on revenue.

Stage 5: Based on the impact actions will have on the bottom line, priorities will be set to improve quality. This system will make a direct link between quality, loyalty, satisfaction, and profit. The system allows for the user to continually review and assess quality.

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Corporate Venture Capital: Bridging the Equity Gap in the Small Business Sector (Routledge Studies in Small Business), by Kevin McNally

This book addresses the lack of academic and practical research into corporate venturing by examining the role of this activity as both a form of large firm-small firm collaboration and as an alternative source of equity finance for small firms. These issues are explored through surveys of independent fund managers, coporate executives and technology-based firm directors.

  • Sales Rank: #7813306 in Books
  • Published on: 2011-12-10
  • Released on: 2011-12-13
  • Original language: English
  • Number of items: 1
  • Dimensions: 11.69" h x .62" w x 8.27" l, .85 pounds
  • Binding: Paperback
  • 274 pages

Review
A study of bridging the equity gap in the small business sector Business Horizons.

Most helpful customer reviews

1 of 1 people found the following review helpful.
a high level of academic research
By A Customer
very good and very original book ! the only book talking about "corporate venture capital": the venture capital made by great companies.

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