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You Should Smile More: How to Dismantle Gender Bias in the Workplace

為了解決Customer service ico的問題，作者Hudson, Dawn,Nicholson, Cie,Short, Mitzi 這樣論述：

You Should Smile More: How to Dismantle Gender Bias in the Workplace empowers women and men to unlock a culture of greatness in the workforce--one little thing at a time. Written by six C-suite women with a collective resume covering 29 industries, the book offers a completely new lens through which

to talk about and tackle the stubborn remnants of gender bias at work.＂In the business world, barriers to inclusion are barriers to success,＂ states a line from the book’s Introduction. ＂Diversity breeds better solutions faster if people feel comfortable in their environment.＂ But from small indign

ities to unconscious slights, women experience situations at work every day that may seem small or unimportant but that effectively differentiate and exclude them. These are not #MeToo moments - they are micro-offenses; the small, awkward, or uncomfortable moments that slow-build until the unwelcome

environment takes hold and women disengage. Situations the authors address range from things like use of the term ＂girl＂ versus ＂woman,＂ watching male colleagues leave work for a social event where women colleagues were left off the invite list or hearing that a qualified woman shouldn’t be offere

d an assignment because she has small children at home. You Should Smile More shows witnesses, allies, supervisors, and women at every level in their careers how to dismantle everyday gender bias, based upon the latest research, personal accounts, and interviews with dozens of professionals, both wo

men and men. Widely known as a meme, the title itself is now a call-to-action against the very advice women so frequently hear from male colleagues or bosses. The authors spotlight these all-too-familiar moments, offering realistic strategies every witness can use to confront and productively addre

ss them. The information within the book finally advances women in the corporate workplace as equals and advances organizations on the path to creating cultures of true inclusion. The authors call themselves ＂The Band of Sisters＂ and have collectively seen it all, from the bottom rung to the boardr

oom. They know firsthand how hard it is to navigate these gendered situations in the moment. Now they share their experience with a forward-looking eye -- often with humor, and in a way that recognizes the realities of the workplace. With this book as a guide, The Band of Sisters are ready to: + H

elp anyone to recognize and effectively respond to these micro-moments rooted in gender bias. + Pave the way for their ultimate elimination, through shared participation. + Allow organizations to build high-performance cultures that truly value and include diverse perspectives and experiences. Ge

nder bias has been part of our workplaces for too long. We are at the point now where all of us who are in the workplace, around conference tables, water coolers and in Zoom meetings, must make the next push for real change. Dawn Hudson is a senior executive and keynote speaker. She is a founding

member of ＂The Band of Sisters＂ after spending 11 years at PepsiCo as CMO, then President and CEO of Pepsi-Cola North America. After PepsiCo, she served as Vice-Chairman of Parthenon (now part of EY). Later she was the CMO of the NFL responsible for development of the fan base, the brand, and overse

eing all NFL produced events including the Super Bowl. Dawn also has significant governance experience having served on boards of directors of Lowe’s Home Improvement Stores, Allergan Pharmaceutical, PF Changs, and Amplify (sold to Hershey’s). She served as Chairperson of the LPGA (Ladies Profession

al Golf Association) and ANA (Association of National Advertisers). She currently serves on the boards of Nvidia, Interpublic Companies, and Rodan + Fields. Dawn earned her MBA at Dartmouth College. She is passionate about the difference a good culture can make on sustained performance. She is equal

ly passionate about staying competitive in tennis, paddle tennis and golf against increasingly younger players. Cie Nicholson is an investor, and advisor to a number of start-up companies, a speaker, and a founding member of ＂The ＂Band of Sisters＂ after spending 11 years at PepsiCo in marketing posi

tions, including Chief Marketing Officer, Pepsi-Cola N.A. After PepsiCo, she served as EVP and CMO of Equinox, SVP and CMO of Softcard (fintech start-up acquired by Google). She presently serves as public board director for Selective Insurance and served as a private board member for Heartland Food

Group and the ANA (Association of National Advertisers). Cie earned her BS at the University of Illinois and her MBA at Indiana University. Cie lives in NYC however she is on a 20-year quest (2015-2035) to do handstands all over the world - Instagram @cienicholson Mitzi Short, an executive coach and

speaker, is the Co-Founder and CEO of New Season Coaching & Consulting Group, and a founding member of ＂The Band of Sisters,＂ after spending 25 years at PepsiCo in sales, operations, and marketing leadership roles, including PepsiCo Customer Team VP/GM and VP of Multicultural Marketing. Mitzi also

serves as an Adjunct Executive Coach for the Center for Creative Leadership and for the University of Oregon’s Executive MBA Program. She is a Fund for Education Abroad Board Member and former member of Davidson College’s Board of Trustees, The Executive Leadership Council, and GOLFTEC’s Franchise A

dvisory Board Mitzi earned her Bachelor of Arts in Economics from Davidson College and M.B.A. from the University of Oregon. Mitzi is a big sports fan who loves traveling, playing golf, and spending time with family and friends. In addition, she is a GOLFTEC Franchise Owner and contributing author o

f Teeing Up for Success. Katie Lacey is a former CEO and General Manager, a speaker, and a founding member of ＂The ＂Band of Sisters＂ after spending 12 years at PepsiCo in a variety of marketing roles at both Frito-Lay and Pepsi Cola. After leaving PepsiCo she served as SVP, Marketing for ESPN. She m

ost recently served as President & CEO of Crane Stationery, where she led a turnaround of the iconic 200-year-old business and the successful sale of the company. Katie earned her Bachelor of Arts from the University of Virginia and an M.B.A. from Northwestern University’s Kellogg School of Manageme

nt. Presently, Katie lives in NYC where she serves as a Board member of wellness brand, Designer Protein. Lori Tauber Marcus is a corporate board director, executive coach, and founding member of ＂The ＂Band of Sisters＂ after spending 24 years at PepsiCo in multiple roles, including Senior Vice Presi

dent, Marketing Activation. After PepsiCo, she served as SVP, CMO of The Children’s Place Retail Stores, EVP, Chief Global Brand & Product Officer at Keurig Green Mountain, and Interim Global CMO, Peloton Interactive. She also served for several years as the leader of the direct-to-patient workstrea

m at Harvard Business School’s Kraft Precision Medicine Accelerator. Lori also has significant Board experience and presently sits on the boards of Fresh Del Monte Produce and 24-Hour Fitness. She earned her BS from the Wharton School of Business at the University of Pennsylvania. Lori lives in Conn

ecticut and is a health and fitness nut. You can find her most mornings riding her Peloton bike at the crack of dawn. Angelique Bellmer Krembs is the Global Head of Brand at BlackRock and a founding member of ＂The Band of Sisters,＂ after 23 years at PepsiCo, leading turnaround and growth for many be

loved brands, including Pepsi, Mountain Dew, and SoBe, and a variety of cross-divisional leadership roles. After PepsiCo, she was CMO at News America Marketing, a division of News Corp, then created a ＂Fractional CMO＂ practice across a portfolio of startups and emerging brands before joining BlackRo

ck as Global Head of Brand. She earned a Bachelor of Science in Foreign Service from Georgetown University, and an MBA from Dartmouth’s Tuck School of Business. Angelique passionately believes in ＂performance with purpose,＂ and that great business results and high functioning teams always ＂start wit

h why.＂

Student Support Services

為了解決Customer service ico的問題，作者 這樣論述：

This volume Student Support Services: Exploring impact on student engagement, experience and learning, covers a wide and diverse range of higher education contexts to explore the current state and the future of student support services. The central focus for all the chapters is about what, why an

d how to achieve student success within an intricate and complex web of learning ecologies, often invisible to the naked eye but interconnected within and between each other. This has profound impacts on students, often characterised by an ongoing tension between students as learners and students as

consumers. With over 40 chapters, the book is divided into two sections. Part 1 is a conceptual section, which explores a multitude of worldviews about the ways in which student support services have impacted and may impact on student engagement, experience and learning. This includes discussions a

bout the tensions and opportunities that arise from the curricular, co-curricular, and extra-curricular conceptualisations of students support services. The discussions come from the vantage point of different ecologies within and between universities and student support services’ impacts, both inte

ntional and accidental, on the development of students, their transformation as learners and as contributing members of the workforce. For example, this covers disruptive technologies and online approaches, university mission and purpose, worldviews and paradigms held by student support and services

units, motivation, student retention, and sense of belonging. Part 2 is a practice-based section with reflections and case studies, again from a wide variety of different higher education contexts. This section dives into the how - approaches, solutions, processes - deployed by universities to resp

ond to their identified and often contextualised student support and services challenges. This section provides a rich library of possible ideas that readers can reimagine to manage and/or solve their student support and services challenges and problems. In the context of widening participation agen

das and an increasingly demand-driven higher education sector, combined with ever-tighter public funding streams and turbulent socio-political environments, the higher education sector has had to step up its game in attracting students and diversify its approaches and strategies. As part of recruitm

ent strategies and marketing campaigns, it has become common to approach potential students as ’customers’. Transaction as a form of two-way (beneficial) engagement has given way to transaction as an exchange for a service or a good focused on order, structure and risk aversion. This book explores w

hether this is a productive way of approaching it. At the same time, the impact of COVID-19 has drawn further attention to the challenges of creating a sense of community, sense of belonging, personal identity and engagement within the university environment, especially for those not habitually and

constantly on-campus. The difficulty of commuter students more fully engaging with university curricular and co-curricular programs remains, especially as students have to spend more of their time working to meet direct and indirect costs of partaking in university studies. Thus, student identity, i

n terms of being (or becoming) an integral member of the university community, and co-and extra-curricular engagement that enhances the learning of online students are increasingly important areas for universities to pay attention to, and this book shows different pathways - both worldviews and prac

tices - in that respect. In an increasingly complex higher education environment, student support services find themselves in an interesting, yet often contradictory, position of having to provide a ’customer service’ while also ’developing students’ throughout their learning journeys within the uni

versity, and their future readiness beyond the university, which is increasingly pertinent in a supercomplex world of diversity, contradictions and uncertainties. This volume explores this complexity in a holistic manner, and we are confident that the resulting discussions, implications and suggesti

ons will provide fertile ground for conversations, reflections and explorations of student support services into the future.

從服務行銷組合觀點分析消費者對連鎖咖啡店的選擇 ----以路易莎與星巴克為例

為了解決Customer service ico的問題，作者陳世昌 這樣論述：

近年來，咖啡已經從早期的高價精品漸漸成為一般大眾的民生必需品。依據國際咖啡組織(ICO)的調查，台灣的咖啡市場規模超過700億，而且每年約有20％的成長，相當值得關注。在台灣龐大的現磨現煮咖啡市場中，概略可區分成三種經營型態。第一種是講求方便快速的平價咖啡，以隨處可見的統一超商、全家超商等為代表，以平價、方便為主要賣點。第二種是風格各異的獨立咖啡館，其產品與市場的訴求各有不同，特點各有不同，不容易進行系統化分析。第三種則是講求規模經濟，擁有品牌形象與產品一致性的連鎖咖啡店。其中又以星巴克與路易莎最具代表性，都以超過500家的分店數，遙遙領先其他連鎖咖啡業者。本研究試圖以星巴克與路易莎這兩家連

鎖咖啡店為研究對象，探討服務行銷組合對於消費者選擇連鎖咖啡店之影響，採用問卷調查方法蒐集資料並以迴歸分析驗證研究假說，以瞭解產品、價格、通路、促銷、流程、環境氛圍、人員等構面對消費者選擇連鎖咖啡店之影響。本研究共回收205份問卷，經過信度分析、效度分析、迴歸分析之研究結果顯示，產品、價格、促銷、流程對消費者在選擇連鎖咖啡店時有顯著影響。此一結果可提供連鎖咖啡業者制定行銷策略之參考。