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[null,"1.","Record Nr.",null,"UNINA9910146099503321"]
[null,null,"Autore",null,"Steger Ulrich"]
[null,null,"Titolo",null,"Corporate governance [[electronic resource] ] : how to add value / / Ulrich Steger, Wolfgang Amann"]
[null,null,"Pubbl/distr/stampa",null,"Chichester, England ; ; Hoboken, NJ, : John Wiley & Sons Ltd., c2008"]
[null,null,"ISBN",null,"1-119-20706-1"]
[{"$nulls":4},"1-282-34979-1"]
[{"$nulls":4},"9786612349799"]
[{"$nulls":4},"0-470-77302-2"]
[null,null,"Edizione",null,"[1st ed.]"]
[null,null,"Descrizione fisica",null,"1 online resource (310 p.)"]
[null,null,"Disciplina",null,"658.4"]
[{"$nulls":4},"658.4/2"]
[null,null,"Soggetti",null,"Value"]
[{"$nulls":4},"Corporate governance"]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Description based upon print version of record."]
[null,null,null,"Nota di bibliografia","Includes bibliographical references and index."]
[null,null,"Nota di contenuto",null,"Corporate Governance; Contents; About the Authors; Preface; Acknowledgments; Part I Introduction; 1 Corporate Governance - Beyond the Scandals and Buzzwords; 1.1 Every company has a corporate governance; 1.2 The history of corporate governance - a tale of crime and crises; 1.3 What are the basic paradigms of corporate governance?; 1.4 Basic corporate governance institutions; 1.5 The shaping factors of corporate governance; 1.6 Types of corporate governance system; 1.7 The types of board; 1.8 Typical dilemmas for the board; 1.9 Corporate governance and financial performance"]
[{"$nulls":4},"1.10 Where does corporate governance specifically add value?1.11 The contingent role of boards; 1.12 Case study: Developing corporate governance at Highfly Logistics Software - but how?; 1.13 Case study: Did corporate governance fail at Swissair?; 1.14 Case study: ABB - corporate governance during a turnaround; 2 International Corporate Governance - Similarities across Systems; 2.1 Do international differences matter?; 2.2 Case study: DaimlerChrysler - corporate governance dynamics in a global company; Part II Boards' Internal Dynamics; 3 Information Demand and Supply for Changing Board Roles"]
[{"$nulls":4},"3.1 Do new board roles require different information?3.2 Case study: Conflicts of interest at the board of Khan AG; 3.3 Case study: ICM - when hidden agendas enter the boardroom (A); 3.4 Case study: ICM - "]
[{"$nulls":4},"hidden agendas in the boardroom (B); 4 Navigating through Typical Conflict Patterns; 4.1 Are tensions and clashes normal?; 4.2 Case study: War at the helm of Elicor; 4.3 Case study: Cobra vs. Commerzbank - can investors raid their own company?; 5 Codes of Conduct - The Value-Added beyond Compliance; 5.1 Codes of conduct as a panacea?"]
[{"$nulls":4},"5.2 Case study: Boeing hits turbulence - is it worth losing a successful CEO for a code of conduct?5.3 Case study: Codes of conduct at ConnectU2 - adding value, cost, or nothing at all?; 6 Board Evaluation; Part III Corporate Governance in Specific Contexts; 7 Corporate Governance Dynamics in M&A; 7.1 Why governance as usual is not an option in M&A; 7.2 Case study: The DaimlerChrysler merger - the involvement of the boards; 7.3 Case study: DaimlerChrysler board - after the deal is done; 8 Corporate Governance in and with Subsidiaries; 8.1 Tension fields and central issues"]
[{"$nulls":4},"8.2 Case study: Pharmagroup Int. and Fluvera - when subsidiary governance means losing competitive ground9 Corporate Governance in Developed vs. Emerging Markets; 9.1 The wild, wild East? The wild, wild South?; 9.2 Case study: China Prime - corporate governance with Chinese traits; 9.3 Case study: Compania Unidas de Argentina - fight for your right or vote with your teeth?; 9.4 Case study: Starting from scratch - corporate governance at South East Bank Europe; 10 Responsibilities in Alternative Forms of Governance; 10.1 Differences in non-profit organizations"]
[{"$nulls":4},"10.2 Case study: WWF International - a truly worldwide organization"]
[null,null,null,"Sommario/riassunto","This book present the value school of corporate governance, outlining a multitude of areas where corporate governance could add real worth, and showing how this can be put into effect. No \"one-size-fits-all\" model emerges as a solution. Rather, the insights in this book take idiosyncrasies and dynamics over time into consideration. They consider the main issues and their real causes, ownership settings, country settings and new developments in corporate governance research and practice.International focus places emphasises on typical patterns, predicament and solutions"]
[null,"2.","Record Nr.",null,"UNINA9910337783803321"]
[null,null,"Autore",null,"Stauss Bernd"]
[null,null,"Titolo",null,"Effective Complaint Management : The Business Case for Customer Satisfaction / / by Bernd Stauss, Wolfgang Seidel"]
[null,null,"Pubbl/distr/stampa",null,"Cham : , : Springer International Publishing : , : Imprint : Springer, , 2019"]
[null,null,"ISBN",null,"3-319-98705-4"]
[null,null,"Edizione",null,"[2nd ed. 2019.]"]
[null,null,"Descrizione fisica",null,"1 online resource (496 pages)"]
[null,null,"Collana",null,"Management for Professionals, , 2192-810X"]
[null,null,"Disciplina",null,"658.812"]
[null,null,"Soggetti",null,"Customer relations - Management"]
[{"$nulls":4},"Customer services"]
[{"$nulls":4},"Strategic planning"]
[{"$nulls":4},"Leadership"]
[{"$nulls":4},"Customer Relationship Management"]
[{"$nulls":4},"Customer Service and Call Center"]
[{"$nulls":4},"Business Strategy and Leadership"]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,"Nota di contenuto",null,"Complaint Management in a Customer-Oriented Firm -- Complaints -- The Behavior of Dissatisfied Customers -- Principles of Complaint Management -- Strategic Planning of Complaint Management -- Complaint Stimulation -- Complaint Acceptance -- Complaint Processing -- Complaint Reaction -- Complaint Evaluation -- Complaint-Management Controlling -- Complaint Reporting -- Utilization of Complaint Information -- Human Resource Aspects of Complaint Management -- Organizational Aspects of Complaint Management -- Technological Aspects of Complaint Management -- Social Media Complaints -- Implementing Active Complaint Management -- Quick Test Complaint Management."]
[null,null,null,"Sommario/riassunto","This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact "]
[{"$nulls":4},"with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting. ."]