Management: Meeting and Exceeding Customer Expectations - Tapa dura

MANAGEMENT: MEETING AND EXCEEDING CUSTOMER EXPECTATIONS, Tenth Edition 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. An underlying theme of this edition is Enterprise 2.0, meaning the use of social media in business.

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.