"Management: Meeting and Exceeding Customer Expectations - 6th Edition: A Comprehensive Review"

The 6th edition of "Management: Meeting and Exceeding Customer Expectations" by Harold Koontz, Heinz Weihrich, and Joseph George is a renowned textbook that has been a staple in management education for decades. Authored by Harold Koontz, a prominent figure in the field of management, and co-authored by Heinz Weihrich and Joseph George, this book is published by Pearson Education, a leading publisher in the field of academic literature.

Author: Harold Koontz, Heinz Weihrich, Joseph George

Publisher: Pearson Education

Publication Date: 2018

The book is a comprehensive guide to the principles and practices of management, with a special focus on the crucial aspect of meeting and exceeding customer expectations. It is designed to provide students with a solid understanding of the fundamental concepts of management and to equip them with the skills necessary to excel in the competitive business environment.

Introduction:

"Management: Meeting and Exceeding Customer Expectations" is structured to cater to the needs of both undergraduate and graduate students studying management. The authors have carefully crafted the content to ensure that it is accessible and engaging, while also being rigorous and informative. The book is divided into several key sections, each addressing different aspects of management and customer satisfaction.

Outline:

1、Introduction to Management

- The nature and scope of management

- The management process

- The role of managers

2、Planning

- The importance of planning

- Types of plans

- Techniques for effective planning

3、Organizing

- The structure of organizations

- Designing organizational structures

- The role of technology in organizing

4、Leading

- The nature of leadership

- Styles of leadership

- Motivating and influencing others

5、Controlling

- The purpose of control

- Types of control systems

- The control process

6、Meeting and Exceeding Customer Expectations

- Understanding customer needs

- Customer relationship management

- Strategies for customer satisfaction and loyalty

7、Global and Ethical Management

- The global environment of business

- Ethical decision-making in management

- Corporate social responsibility

8、Case Studies and Applications

- Real-world examples of management in action

- Exercises and discussion questions to enhance learning

The sixth edition of the book has been updated to reflect the latest trends and developments in the field of management. It includes new case studies, updated statistics, and additional insights into the challenges and opportunities faced by managers in today's dynamic business landscape.

In conclusion, "Management: Meeting and Exceeding Customer Expectations - 6th Edition" is an essential resource for anyone seeking to understand the principles of management and the importance of customer satisfaction. With its comprehensive coverage, practical approach, and real-world examples, this book is sure to be a valuable asset for students and professionals alike.