Management: Meeting and Exceeding Customer Expectations - Hardcover

Plunkett, W.Richard; Attner, Raymond F.; Allen, Gemmy

9780324125658: Management: Meeting and Exceeding Customer Expectations

Hardcover

ISBN 10: 0324125658 ISBN 13: 9780324125658

Publisher: South-Western, 2001

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The eighth edition of Management: Meeting and Exceeding Customer Expectations is a comprehensive survey of the principles and practices of management as they are currently being applied, in the United States and around the world. The content and features are structured to reinforce two continuing themes that are woven into the chapters' narratives: (1) the never-ending effort by managers and organizations to meet or exceed customers' needs and (2) the need organizations and their people have to be guided by effective leadership.

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Review

I like the side bar references to various current vignettes such as "Management in Action" and "Global Applications."

About the Author

Warren Plunkett is a retired professor of management and Chairman of the Business Department at Wright College, City Colleges of Chicago. He holds a B.B.A. from Notre Dame University and an M.B.A. from Roosevelt University. Since graduating from Notre Dame, Warren has been a high school teacher, a systems analyst, a member of the U.S. Army Reserve, a management consultant, a college professor for 30 years at Wright College, and most recently an entrepreneur. Warren has authored several textbooks, including Supervision: The Direction of People at Work, Business, The Consumer in America, and Management: Meeting and Exceeding Customer Expectations. Warren has made numerous presentations to industry, and has served on numerous committees and led various workshops. Gemmy S. Allen holds a Bachelor of Business Administration degree from the University of Texas at Arlington and a Master of Business Administration degree from the University of North Texas. She has also completed all but the dissertation for a doctorate from UNT. Her awards include being named Outstanding Mountain View College Faculty Member and receiving the Golden Oak Award, Oak Cliff Chamber of Commerce; the National Institute for Staff and Organizational Development (NISOD) Excellence in Teaching Award; and the award for Mountain View College Innovator of the Year. She has served as a member of Microsoft Mentors, the Microsoft/Compaq College Advisory Council, and the St. Philip's College Model Electronic Commerce Curriculum Advisory Committee. She is the founding teacher of the Virtual College of Texas--"Internet Teachers at Every College." Known for her progressive use of social media in the classroom, Ms. Allen maintains a blog called "Management Minutes" (www.gemmyallen.com), tweets about management on Twitter @MgtMin, and regularly posts to her Facebook page at www.facebook.com/ManagementText. In addition to Management: Meeting and Exceeding Customer Expectations, she has co-authored several discipline-specific, Internet-related books and has developed several online classes. Ms. Allen has made numerous presentations to industry and has led workshops in the United States, Australia, and Mexico.

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