This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty.

In this world of technological commerce customer loyalty is waning. This guide, using innovative techniques and methodologies combined with real-life examples, provides insight into strategies to confront the either do it bigger or do it better imperative and the truth of what service means.

In this third volume of his award-winning American Crisis series, James Gustave Speth makes his boldest and most ambitious contribution yet. He looks unsparingly at the sea of troubles in which the United States now finds itself, charts a course through the discouragement and despair commonly felt today, and envisions what he calls America the Possible, an attractive and plausible future that we can still realize. The book identifies a dozen features of the American political economy--the country's basic operating system--where transformative change is essential. It spells out the specific changes that are needed to move toward a new political economy--one in which the true priority is to sustain people and planet. Supported by a compelling "theory of change" that explains how system change can come to America, the book also presents a vision of political, social, and economic life in a renewed America. Speth envisions a future that will be well worth fighting for. In short, this is a book about the American future and the strong possibility that we yet have it in ourselves to use our freedom and our democracy in powerful ways to create something fine, a reborn America, for our children and grandchildren.

The American economy has provided a level of well-being that has consistently ranked at or near the top of the international ladder. A key source of this success has been widespread participation in political and economic processes. In The Government and the American Economy, leading economic historians chronicle the significance of America’s open-access society and the roles played by government in its unrivaled success story. America’s democratic experiment, the authors show, allowed individuals and interest groups to shape the structure and policies of government, which, in turn, have fostered economic success and innovation by emphasizing private property rights, the rule of law, and protections of individual freedom. In response to new demands for infrastructure, America’s federal structure hastened development by promoting the primacy of states, cities, and national governments. More recently, the economic reach of American government expanded dramatically as the populace accepted stronger limits on its economic freedoms in exchange for the increased security provided by regulation, an expanded welfare state, and a stronger national defense.

America's economy does not currently live up to our country's core values. We are a nation founded on the ideals of coming together across differences to forge a common future. Yet over the past fifty years, our economy has been pulling us apart at unprecedented rates. By allowing top income earners and the wealthiest Americans to hoard wealth like almost never before, we belie what makes our country great. This is a threat to our well-being, our democracy, and our values. Brian C. Johnson combines accessible scholarship on wealth and income inequality in America with deeply personal accounts of six Americans of diverse backgrounds who are each wrestling with what it means to survive and thrive in this new economic world. In so doing, he offers a solution that is as visionary as it is practical. Dubbed the Citizen Dividend, this revolutionary model assumes that economic growth is built off of the wealth we have created together as a country, and together we all reap its benefits. In Our Fair Share, Johnson lays the groundwork for implementing this solution, detailing what the Citizen Dividend is, offering examples of similar existing models, outlining the benefits of such systems, tackling some of the common concerns that arise, and offering a path toward making it a reality. Ultimately, Our Fair Share calls on each of us to claim what is uniquely American, building a common future that embraces and celebrates our differences. This is our revolutionary inheritance. May we all benefit from it.

Bonus content "What's Your Retirementology I.Q.?" included in this digital edition. Looking ahead to retirement? Depending on your circumstances and your age, you may no longer have any margin for error. And your emotions and irrational behavior could be perpetuating a dangerous cycle of overspending and rising debt that may shatter whatever vision of retirement you still have. Welcome to the world of Retirementology. Retirementology bridges retirement planning with investor psychology and the market Meltdown of 2008 to produce an entirely new way of thinking about how we spend, how we save, how we borrow, and how we invest. Financial mistakes are deeply rooted in human nature, but you may be able to overcome them--if you understand the breakthrough principles of behavioral economics and apply them in your own retirement planning. Dr. Gregory Salsbury identifies some of the classic cognitive biases and behavioral mistakes most of us keep making when it comes to retirement planning. For example: Why will people drive 45 minutes to use a $2.00 coupon? Why won’t people sell a poor performing stock just because they inherited it from grandma? Why do people spend differently with a credit card than they do with cash? Why do people believe that they paid no income taxes because they received a refund? You’ll learn why the financial meltdown has amplified the impact of these all-too-human cognitive mistakes and discover ideas for addressing them. The bottom line for your bottom line is that retirement can no longer be ignored, viewed as a single event, relegated to a “zone,” or romanticized. Instead, you must understand how every spending and financial decision you make from here on can impact the way you will spend your golden years. Retirementology attempts to help you do just that. Retirement planning: right brain versus left brain Why these different areas of the brain impact financial decisions--and what to do about it It’s real money! “De-layering” your finances How to overcome the psychological tricks that separate you from your money Family matters: managing financial support decisions for your extended family Choosing between your family or your retirement Get “long-term smart” How longevity, inflation, volatility, and your own expectations impact your retirement goals