Ws Professional imprint: 26 books

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds...

All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value...

Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume...

In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will...

This book aims to celebrate the many contributions of Professor Tommy Koh as a Singaporean diplomat, public intellectual and social changemaker. It is an account of the ideas and ideals of an extraordinary Singaporean public

Earth's environmental problems are far from being resolved. A large part of these are due to ever-growing cities. Despite more efforts made to improve cities, it has been difficult to change cities. One of the fundamental reasons is that people are not motivated to help change their cities. Apathy...

This book aims to present an overview of Chinese, Japanese and Korean modern management styles. The cultures of China, Japan and Korea are influenced by Confucianism, Daoism and Buddhism. As such, there are some basic similarities

In this book, Dr Albert Hong tells his own story. Today, he is prominent in his field, as chairman of RSP Architects Planners and Engineers (Pte) Ltd. His life began 80 years ago, in a humble medical clinic in Neil Road, Singapore. In the years between, he has achieved success in business based...

Sustainability is going to be one of the most important issues of the coming decades. For the first time, institutions at all levels, public and private, national and international, are teaming up to combat climate change and to promote more sustainable societies. In this book, Yacine Belhaj-Bouabdallah...

You can be Great. No matter what your background is or what failures you've experienced, you can achieve greatness. That is the main thrust of this book. The author, Dr John Ng, is Chief Passionary Officer of Meta Consulting

3-in-1: Governing a Global Financial Centre provides a comprehensive understanding of Singapore's past development and future success as a global financial centre. It focuses on three transformational processes that have determined the city-state's financial sector development and governance — globalisation,...

Are you a young person? Middle-aged? Old? It doesn't really matter. Each of us grows older every second. Most of us age without taking charge of our life course, without a plan for our ageing. This book offers some operating instructions for life, a guide to engaging passionately with age! Dealing...