The concept of competency-based management has gone from a new technique to a common practice in the 35 years since David McClelland (1973) first proposed them as a critical factor of employees' performance. Today, almost every organization small or large uses some form of competency-based human...

"Customer satisfaction is a critical factor to the potential success or failure of a business. By implementing the latest marketing strategies, organizations can better withstand the competitive market. [This book] is an essential reference publication that features the latest scholarly research...