The Defense of Community in Peru's Central Highland: Peasant Struggle and Capitalist Transition, 1860-1940

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This volume considers the effects of the increasingly globalized protection of intellectual property rights on the ability of countries to provide their citizens with basic research, education, public health, and environmental protection. The contributions of distinquished economists, political scientists, and legal experts accordingly assess public processes and inputs. They reveal what an emerging transnational system of innovation needs to promote technical progress, economic growth and welfare for all participants.

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Distinguished economists, political scientists, and legal experts discuss the implications of the increasingly globalized protection of intellectual property rights for the ability of countries to provide their citizens with such important public goods as basic research, education, public health, and environmental protection. Such items increasingly depend on the exercise of private rights over technical inputs and information goods, which could usher in a brave new world of accelerating technological innovation. However, higher and more harmonized levels of international intellectual property rights could also throw up high roadblocks in the path of follow-on innovation, competition and the attainment of social objectives. It is at best unclear who represents the public interest in negotiating forums dominated by powerful knowledge cartels. This is the first book to assess the public processes and inputs that an emerging transnational system of innovation will need to promote technical progress, economic growth and welfare for all participants.

Book Description

This book provides the most detailed analysis to date of the economics of the Soviet urban household sector during the 1970s. It contains nine studies covering the size distribution of incomes and wealth, the incidence and causes of poverty, the labor supply of women, division of labor among household members and saving behavior. All these studies are based on a unique source of information: the returns of retrospective income surveys of Jewish immigrants to Israel and the United States and in each study Gur Ofer and Aaron Vinokur employ a cross-sectional econometric analysis of the data on individual households.

The Soviet Household Under the Old Regime: Economic Conditions and Behaviour in the 1970s. (book reviews): An article from: Southern Economic Journal

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The Soviet Household Under the Old Regime: Economic Conditions and Behaviour in the 1970s. (book reviews): An article from: Southern Economic Journal
Joseph M. Nowakowski
Manufacturer: Southern Economic Association
ProductGroup: Book
Binding: Digital
ASIN: B00092THIK
Release Date: 2005-07-28

Book Description

This digital document is an article from Southern Economic Journal, published by Southern Economic Association on October 1, 1993. The length of the article is 1042 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: The Soviet Household Under the Old Regime: Economic Conditions and Behaviour in the 1970s. (book reviews)
Author: Joseph M. Nowakowski
Publication: Southern Economic Journal (Refereed)
Date: October 1, 1993
Publisher: Southern Economic Association
Volume: v60 Issue: n2 Page: p527(2)

Article Type: Book Review

Distributed by Thomson Gale

Book Description

This digital document is an article from Government Finance Review, published by Government Finance Officers Association on December 1, 1997. The length of the article is 609 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Reform of Retirement Income Policy: International and Canadian Perspectives. (book reviews)
Author: Robert Wayne Gladstone
Publication: Government Finance Review (Magazine/Journal)
Date: December 1, 1997
Publisher: Government Finance Officers Association
Volume: v13 Issue: n6 Page: p52(1)

Article Type: Book Review

Distributed by Thomson Gale

Book Description

This book is a hands-on training manual that will take you by the hand and show you step-by-step what you need to do to increase sales from your Web site by using the most powerful and free marketing tool -- search engines. You can submit your Web site to as many search engines as you want, but unless you are listed high on the list, no one is ever even going to see the link to your Web site. This book teaches you the ranking methods for all the top engines, and a top ranking in a top engine will increase traffic to your Web site. Response Direct, Inc. is a premier Web marketing agency; we have proven strategies and tactics that we use every day to help our clients achieve top Internet rankings. With our book, you get the advice of Web marketing experts. We wrote this book about what we know, about what we do -- to to teach you how to increase your visibility on the Internet. Learn to build Web pages that rank in the top search engine spots from the firm that coined the phrase, "search engine positioning."

Customer Reviews:

This spiral-bound ditty is well worth 100 bucks!.......2000-05-31

Written clearly for you whether you're a marketing personal or a techie. Tells you specifically the what to do to improve your ranking. Well worth the dough.

Awesome guide to SEP from the guru of the industry........2000-03-16

I worked as an information architect at a web agency. We built great sites but didn't think much about generating traffic. After reading Fredrick's publication, with a litlle sweat and some luck, I was able to go from ground zero to #1 on AOL and Lycos for "Web Marketing" and other keywords on other engines. Within a month my rankings were on the radar screen, after 4 months those mentioned above were achieved, which have since been overtaken by others. Remember it's an on-going process!

This book covers various engines and directories, page elements to focus on for each portal covered, where to submit, how to submit, what to do and not to do to maintain your rankings and avoid spamming the indices. ...there is a lot of basic information in this book, but learning the basics is half the battle.

... You'll get your top rankings honestly if you follow these guidlines. If you have questions email the author, you'll get a reply, and chances are it will be pretty quick.

Search engine strategies, alliances, partnerships, and techologies are always changing.

... Make sure you've got good content, use this manual to do all you can to make your site search engine friendly, solicit links, create doorway pages where the existing site does not rank well, and you will be well on your way to creating a lasitng presence on the wired world of tomorrow!

Excellent resource to create more traffic.......2000-02-26

This is definately the best manual I have seen. No writers bla bla but straight to the point and written in plain uderstandable English. After studying the book I had some questions which I Emailed to them expecting to get an answer the next day as usual. Within 10 minutes I had an answer back from the author himself. I would recommend this manual to everybody who is serious about generating traffice to his site.

The truth and nothing but the truth!.......1999-12-25

The number of people and publications professing to be able to make you a search engine "expert" or "guru" grows every day. More often than not, when I check them out (and I do!) I find them to be more like "snake oil salesmen" then professional internet marketers.

Imagine my utter surprise when I checked out "1 Web Marketing : Achieving Top 10 Rankings in Internet Search Engines: Insider Trade Secrets from Positioning Pros" and found that it was for real!

I work very hard for my clients to gain them the kind of "positioning" they need to be successful on the web and with this book I now work smarter and get better results. You wont find trendy "hints" or "secrets" (most often outdated, if they ever worked at all!) in this resource, instead its full of usefull advice and completely honorable NO-SPAM techniques that if properly applied will definately help your bottom line. The book is clear, consice and to the point. With a little effort on your part, you should be marketing your business like the pros' in no time.

As if all of this was not enough, I needed a little clarification on a point in the book and e-mailed the author from their site...I had a reply to my e-mail within 48hrs!

If you buy no other book to help you to succeed on the web, buy this one. Buy it now!

A must-read for building a web presence!.......1999-12-12

I started a web company 2 months ago, and after reading Response Direct's book my hit rate is up more than 35%. It's real-world advice by those who've been there, done that. A bit technical in some areas, but no worry, you'll get through it. Strongly recommend it!

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Repossessions and foreclosures: With companion disk (The consumer credit and sales legal practice series)
Jonathan A Sheldon
Manufacturer: National Consumer Law Center
ProductGroup: Book
Binding: Paperback

Credit Ratings & Repair | Personal Finance | Business & Investing | Subjects | Books
Private Law | Law | Subjects | Books
ASIN: 1881793389

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Amazon should read this book

A straightforward guide to promoting quality customer service

Insightful !

Great Read!!

Improving the customer experience

Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones
Erik Granered
Manufacturer: Nicholas Brealey Publishing
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books
Customer Service | Industries & Professions | Business & Investing | Subjects | Books
General | International | Business & Investing | Subjects | Books
All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books
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The Executive Guide to Call Center Metrics

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition)

The Black Book of Outsourcing: How to Manage the Changes, Challenges, and Opportunities

A Practical Guide to Call Center Technology

Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy

ASIN: 1904838030

Book Description

Companies around the world have joined the global services revolution. The financial benefits of outsourcing customer service call centers are well known. Brilliant technology makes the transition seamless. And yet, missing a single key ingredient, outsourcing is unlikely to succeed. That missing element is culture. Global Call Centers is the first book of its kind, guiding businesses to outstanding customer service by addressing fundamental cultural factors. Erik Granered, a pioneer in cross-cultural call center training programs, shows how customer expectations vary around the world and how those expectations are magnified over the telephone, where other communication cues are lost. Through compelling, often amusing, and very human examples as well as practical training tips, managers and agents alike can achieve much-needed cultural literacy—and, in turn, provide outstanding customer service worldwide.

Customer Reviews:

Amazon should read this book.......2006-05-10

THE DUMMIES AT AMAZON GIVE CUSTOMER SERVICE A BAD NAME. YOU GET ENDLESS MENUS WHEN YOU NEED A QUESTION ANSWERED BY A PERSON. THEY HAVE A CUSTOMER AGGRAVATION SYSTEM NOT A CUSTOMER SERVICE CENTER

A straightforward guide to promoting quality customer service .......2005-07-04

Global Call Centers: Achieving Outstanding Customer Service Across Cultures & Time Zones is a straightforward guide to promoting quality customer service even when one's customer call service centers may be outsources around the globe. Erik Granered, communications expert and former course developer and trainer for WorldCom's customer service operations, walks the reader through outsourcing and offshoring, creating a customer service culture, strategic approaches, specific issues pertaining to English-language and Spanish-language customer service as well as European and Asian customer service options, and much more. From taking different national communication styles into account to basic cultural analysis in plain and simple terms, Global Call Centers is a groundbreaking book in its field and a "must-have" for anyone responsible for organizing or maintaining an international customer call service.

Insightful !.......2005-03-23

Author Erik Granered makes a sincere effort to bridge the gap between two distinct bodies of business expertise: what it takes to establish an offshore outsourcing endeavor, and what it takes to operate a successful call center. This is a unique volume because it appeals to the strategic concerns of both corporate decision-makers and call center executives on the front lines. Overall, however, Granered focuses more on practical applications than on strategic issues. He acknowledges correctly that his treatment of broad cultural issues may sometimes sound simplistic. Even so, we find his book a useful addition to any library on offshore outsourcing, and strongly recommend it to managers and executives who are interested in outsourcing or call centers, or both.

Great Read!!.......2005-01-27

There is nothing else like this book. One of the best I have ever read on the subject. As a former call center manager and sales trainer, I wish I had access to this at the time. If you are running a call center, international or not, this is the one book you will need on your shelf.

Improving the customer experience.......2005-01-18

A few years ago, several colleagues and I had decided to write about the decline of customer service in the USA, particularly seen from the misery of trying to do business with organizations in our own country from abroad. Perhaps because it was an idea generated from upset, we never quite got around to it. Erik Garnered's new book on Global Call Centers is a positive approach to improving customer service at a time when both the customers and the service providers may be located just about anywhere on earth or thirty thousand feet above it, and perhaps like ourselves, easily frustrated by both the technology and the people we experience in the search for service.

The key to Granared's contribution to this discussion is the concept of the customer experience. All of us are customers at one time or another. What we need to get or resolve and what we remember about how well service worked and how we were treated is key to the customer experience. It determines both what we continue to feel and what we will say to others about the performance of a supplier of the goods or services we require. We rarely remember good handling, unless it has been extraordinary, but it take a long time for the bitter taste to go away when we feel we have been badly dealt with.

So, when such services are outsourced and offshored, how do we guarantee a quality customer experience? Is it enough that Raj Thiragian answers our call as Roy Thurman and speaks our language with an impeccable accent? This may help, but Granered insists that this is far from the whole story, and, in some cases, not even the most important part of it. As a new book in a relatively new field, Global Call Centers is inevitably a review of current, developing, and what the author recommends as best practices in the customer service field. What he adds is what is most often missing from such discussions, the cultural influences and implications of these practices. His approach is inevitably both eclectic and focused. He starts with a discussion of the phenomena of outsourcing and offshoring, moves to the role of culture in the customer experience in the various media generally employed to deliver customer service.

The second part of Global Call Centers gets to the heart of the matter, the importance of cultural awareness and the need, not to just educate individual service personnel, but to create a customer service culture that drives the service activities an a positive way. It asks us to make the experience of serving sometimes difficult and often annoyed customers satisfactorily a matter of course and a matter of pride. Granered details a strategy for how this can be done both systemically in the organization itself as well as in the training of its personnel in the requisite knowledge and attitudes.

In the end there is the always delicate matter of the culture-specific knowledge required to respond appropriately to others. The customer service agent usually needs to be the one in the conversation who needs to take care of the cultural dimensions of the interaction at the same time as he or she provides the information or services that the customer is looking for. Not an easy juggling act. The ability to do this as Granered points out, is ultimately a matter of competitive advantage for commercial organizations. The successful choice and preparation of a call center in another region or part of the world is critical both from a functional and a public relations perspective for which the author provides some basic formulas that experience shows as helpful.

This third section of the book also includes a cultural profile of the four greatest areas or markets served by global call centers, the English and Spanish language areas and countries, as well as Europe in its linguistic diversity, and the challenges found in some major Asian countries. These are not profound but focused on the cultural dimensions which affect the customer experience. In each case there is an introduction, a cultural analysis of the countries under consideration and a look at the relevant features of the area's communication style for the customer service agent. These overviews in the author's own admission provide at best signposts than certitudes when dealing with diverse customers. Having a small knowledge base of (one's own) and customer's cultural preferences gives the agent something to build on and share with colleagues to continually improve the customer experience.

Global Call Centers shifts the paradigm of outsourced call centers that most of us have. It takes us from the common image of an overworked and underpaid, perhaps exploited, impermanent, alien workforce just hammering out their job to a more human vision of a motivated team. We begin to imagine workers who are integrated into both the strategy and community of the organization employing them. At least this is the ideal, that challenges decision makers, human resource personnel and trainers as call centers are formed and acquire both functional and cultural competence. Granered adds considerable value to the book by including training activities sections. These take the subject under discussion and provide ways of turning them into real learning experiences in the training room or online learning sessions.

This is a book then for all those involved in the challenge of creating effective call centers, in particular for those who need to create and carry out the strategies necessary for success. I read it from two perspectives, that of the often unhappy consumer and that of the professional interculturalist. I found myself switching hats frequently, getting both empathy and clearer expectations as a consumer, and discovering as well how this application of intercultural knowledge might be important in dealing with my own clients and their strategies of globalization. The cultural principles may be familiar, but the territory in which they are employed is new. We can be grateful to Erik Granered for widening our horizons and organizing our understanding of a worldwide phenomenon, in which willy-nilly we are all now in some way engaged.

Book Description

The Mexican expropriation of British and American properties in March 1938 marked the first time any oil-producing country successfully stood up to foreign companies who claimed to own oil properties in that country and who had the support of their respective governments. Totally reliant on overseas oil at a time when war seemed imminent, British officials responsible for policy toward Mexico immediately emphasized the importance of preventing other oil-exporting nations from following Mexico's lead. Washington also sought to make an example of Mexico--one that would guarantee respect for U.S. businesses operating abroad. Although both Washington and London wanted to return to the pre-expropriation status quo, Washington was unwilling to work with London to achieve this goal, and Washington's attitude paralleled its reaction to British efforts to get U.S. support on certain defense issues during this critical period. The resulting Anglo-American strife over how to handle Mexico was also consistent with Anglo-American commercial competition and the oil rivalry in Mexico early in the century.

Customer Reviews:

a must read.......2003-08-20

beautifully written,terrific insight.
best book on the subject

Oil, War, and Anglo-American Relations: American and British Reactions to Mexico's Expropriation of Foreign Oil Properties, 1937-1941 (Contributions in Latin American Studies)

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Oil, War, and Anglo-American Relations: American and British Reactions to Mexico's Expropriation of Foreign Oil Properties, 1937-1941 (Contributions in Latin American Studies)
Catherine E. Jayne
Manufacturer: Greenwood Press
ProductGroup: Book
Binding: Paperback
ASIN: B000OTP0IO

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