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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the qu

Basic and Advanced Focus Groups illustrates both the different types of focus groups and how to decide among those options in order to produce the most effectiv

`I read this book in a single sitting. It is written in an enthusiastic, helpful and clear style that held my attention, and made me want to read what came next

In Conducting Focus Groups, Caroline J. Oates and Panayiota J. Alevizou explain what is involved in conducting focus groups, outlining their main features, use