This book sheds light on the increasing pressure on organizations for compliance to standards in the 'audit society'. It explores the conditions and contradictions under which deviance in organizations occurs, and applies structuration theory to cover aspects of both structure and agency to explain organisational deviance from standards.

The global attention in recent years has focused primarily on water quantity and allocation issues. Water quality has received significantly less attention than water quantity. Commendable progress has been made by the developed world to control point sources of pollution, but commensurate progress in reducing non-point sources has not been made. In the third world countries both point and non-point sources of pollution are becoming increasingly a serious concern. Already, nearly all water bodies in such countries near and around urban centres have been severely polluted, with very high health and environmental costs. The book assesses the current status of water quality management in both developed and developing worlds, as well as analysing the effectiveness of economic instruments and legal and institutional frameworks to control water contamination. It outlines the importance of building up social and political awareness to reverse the trend of continuing water quality deterioration, which is likely to be a most challenging task in the coming years. This book was published as a special issue of International Journal of Water Resources Development.

Interesting and easy-to-read, The Roots and Future of Management Theory: A Systems Approach provides a comprehensive overview of today's workplace -past, present ,and future. The author brings the key characters in the evolution of management theory to life. Not only will your students understand the roots of our current situation, how workplace change happens, and what forces are involved - they will see how it fits into changes in society as a whole. There have obviously been many changes in the workplace from the Medieval Period to the present, and there will certainly be even more changes in the future. This book explores these changes and connects them to changes in: general philosophy (rationalism, empiricism, pragmatism); religious philosophy (Catholicism, Protestantism); social philosophy (Machiavellian Humanism, Christian Humanism); economic philosophy (laissez faire, Communism); and workplace philosophy (technology as a friend, technology as an enemy). Battles have raged through the ages between these opposing forces, affecting management systems, the quality of working life, and life in general. The author discusses how this has lead to today's quest for a synthesis of the strengths of these forces, and suggests that it has been found in the systems approach. He describes what this synthesis - combined with the powers of the computer - could and should lead to in the future. Written at a level that both graduate and undergraduate student will understand, The Roots and Future of Management Theory provides an overview of management theory. Comprehensive but not overwhelming, this textbook will give your students an understanding the changes in the workplace since the beginning of the industrial age, and offer them some insights into the changes most likely to occur in the 21st century.

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.