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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Book Description
Editorial Reviews
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.
Raymond Attner, the co-author of Management: Meeting and Exceeding Customer Expectations, 8th edition, is presently a Professor of Management and Dean of Business at Brookhaven College of the Dallas County Community College District. For the past thirty years at Brookhaven and the Dallas District, Ray has held numerous positions including Professor of Business, Director of the Marketing and Management Center, Acting Vice President of Instruction, Director of Marketing for Distance Learning, and Acting Executive Dean of Workforce/Continuing Education. Ray has been the author or co-author of four college textbooks and has been the faculty content developer for two nationally distributed telecourses. He has been selected as Brookhaven's Outstanding Faculty member, has served as Faculty Association President three times, and has been the chair of the last two college presidential search committees at Brookhaven College. He is currently the chair of Brookhaven's Southern Association Reaccreditation Committee. Ray holds a Bachelor of Science in Marketing from California State University--Long Beach and a Master of Business Administration from Northern Louisiana University. His professional affiliations include the Texas Community College Teachers Association, American Management Association, and the Farmers Branch Chamber of Commerce. He resides in Plano, Texas, with his wife Deborah and three "fur" children (Bubba, Risky, and Annie) where he enjoys the family, jogging, and tennis.
Gemmy S. Allen is professor of management at North Lake College, in the Dallas County Community College District. She holds a B.B.A. from the University of Texas at Arlington and an M.B.A., as well as an ABD on a Ph.D., from the University of North Texas. Gemmy's accomplishments 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 on the Microsoft/Compaq College Advisory Council and the St. Philip's College Model Electronic Commerce Curriculum Advisory Committee and is Founding Teacher, Virtual College of Texas--"Internet Teachers at Every College." She is also a Microsoft Mentor. She has co-authored several discipline-specific Internet-related books and has developed several online courses. Gemmy has made numerous presentations to industry and has led workshops in the United States, Australia, and Mexico.
Raymond Attner, the co-author of Management: Meeting and Exceeding Customer Expectations, 8th edition, is presently a Professor of Management and Dean of Business at Brookhaven College of the Dallas County Community College District. For the past thirty years at Brookhaven and the Dallas District, Ray has held numerous positions including Professor of Business, Director of the Marketing and Management Center, Acting Vice President of Instruction, Director of Marketing for Distance Learning, and Acting Executive Dean of Workforce/Continuing Education. Ray has been the author or co-author of four college textbooks and has been the faculty content developer for two nationally distributed telecourses. He has been selected as Brookhaven's Outstanding Faculty member, has served as Faculty Association President three times, and has been the chair of the last two college presidential search committees at Brookhaven College. He is currently the chair of Brookhaven's Southern Association Reaccreditation Committee. Ray holds a Bachelor of Science in Marketing from California State University--Long Beach and a Master of Business Administration from Northern Louisiana University. His professional affiliations include the Texas Community College Teachers Association, American Management Association, and the Farmers Branch Chamber of Commerce. He resides in Plano, Texas, with his wife Deborah and three "fur" children (Bubba, Risky, and Annie) where he enjoys the family, jogging, and tennis.
Gemmy S. Allen is professor of management at North Lake College, in the Dallas County Community College District. She holds a B.B.A. from the University of Texas at Arlington and an M.B.A., as well as an ABD on a Ph.D., from the University of North Texas. Gemmy's accomplishments 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 on the Microsoft/Compaq College Advisory Council and the St. Philip's College Model Electronic Commerce Curriculum Advisory Committee and is Founding Teacher, Virtual College of Texas--"Internet Teachers at Every College." She is also a Microsoft Mentor. She has co-authored several discipline-specific Internet-related books and has developed several online courses. Gemmy has made numerous presentations to industry and has led workshops in the United States, Australia, and Mexico.
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Most Helpful Customer Reviews
11 of 13 people found the following review helpful:
5.0 out of 5 stars
detailed and useful,
By A Customer
This review is from: Management: Meeting and Exceeding Customer Expectations with Student CD-ROM and InfoTrac College Edition (Hardcover)
This book was a requirement for a class. It was easy to understand and apply. It comes with key terms in the margins for easy review and description. The chapters begin with a learning objective and concludes with a summary of each objective. Each chapter is filled with detailed information and highlights corporations and how they have applied each concept. I would recommend it for anyone constructing an organization or for those wishing to change management styles. It also, has a CD Rom that is incredible.
1 of 1 people found the following review helpful:
1.0 out of 5 stars
What a BORING and USELESS book,
Amazon Verified Purchase(What's this?)
This review is from: Management: Meeting and Exceeding Customer Expectations (with InfoTrac & Xtra Printed Access Card) (Hardcover)
This book is WORDY and BORING. Even though it is quite thick, it does not contain that much useful information. The authors are too wordy. Many ideas could have been clearly explained in a concise way. Instead, the authors decide to use many broad terms AGAIN AND AGAIN in all chapters. It contains much useful information. Here's one classic example. On page 283, it says, "Many years ago, Volvo of Sweden embraced quality and worker satisfaction as corporate values. As a result, Volvo managers adopted team organizations and unconventional layouts in Volvo facilities. These changes helped shift the organizational culture away from the mechanistic values of the assembly line." It's USELESS information. The authors NEVER explain what the unconventional layouts are. So the example does not really illustrate the concept of technology at all. This book is full of VAGUE/MEANINGLESS sentences like these. It makes me sick. It's also full of useless tables that insult the readers' intelligence. The authors are trying to write a bunch of common sense stuff in a way that they seem like specialized knowledge. It's quite pathetic.
5.0 out of 5 stars
thorough book was all I needed for class,
By Student "Student" (Houston, TX) - See all my reviews
Amazon Verified Purchase(What's this?)
This review is from: Management: Meeting and Exceeding Customer Expectations (with InfoTrac & Xtra Printed Access Card) (Hardcover)
Bought this book for class, and unlike with some other books, I didn't need to spend hours online for research in addition to reading the chapters in the book. Made an A in the class!
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