Richard Chase

Resourceful companies today must successfully manage the entire supply flow, from the sources of the firm, through the value-added processes of the firm, and on to the customers of the firm. The fifteenth edition of Operations and Supply Chain Management provides well-balanced coverage of managing people and applying sophisticated technology to operations and supply chain management. Connect is the only integrated learning system that empowers students by continuously adapting to deliver precisely what they need, when they need it, and how they need it, so that your class time is more engaging and effective.

The forth edition of Operations and Supply Chain Management: The Core focuses on the important “core” concepts in the dynamic field of operations. Just as lava flows from the core of the earth, operations and supply chain management is the core of business. Material must flow through supply chain processes to create cash output and input. This new edition has an increased focus on supply chain analytics involving the analysis of data to better solve business problems. Connect is the only integrated learning system that empowers students by continuously adapting to deliver precisely what they need, when they need it, and how they need it, so that your class time is more engaging and effective.

Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactlywhy customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates whyeven companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to:Shape and manage customer perceptionsUnderstand implicit versus explicit outcomesDevelop the roles of control and choiceamong buyersDesign emotionally intelligent processesBuild trust among customersWhatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION:"Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide tohelp us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic"Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future"I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great bookunlocks." -- Kevin Davis, President and CEO, Bristol Farms"[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor andExecutive Director, Center for Services Leadership, W. P. Carey School, Arizona State University"Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio"This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

"Since the earliest days," writes Richard Chase in this classic study, "the American novel, in its most original and characteristic form, has worked out its destiny and defined itself by incorporating an element of romance." In his detailed study of works by Charles Brockden Brown, James Fenimore Cooper, Nathaniel Hawthorne, Herman Melville, Mark Twain, Henry James, Frank Norris, George Washington Cable, William Dean Howells, F. Scott Fitzgerald, and William Faulkner, Chase identifies and traces this tradition through two centuries of American literature. The best novelists, he argues, have found uses for romance beyond the escapism, fantasy, and sentimentality often associated with it. Through romance, these writers mirror the extremes of American culture-the Puritan melodrama of good and evil, or the pastoral idyll inspired by the American wilderness.