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CUSTOMER SATISFACTION TOWARDS TECHNOLOGY

CUSTOMER SATISFACTION TOWARDS TECHNOLOGY
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In Pakistan a tremendous rise in the usage of ATM has been seen. This could be because of more ATMs installed in near by vicinity and the interconnectivity of all banks also facilitates customers to withdraw cash from ATMs of other banks. Present study was conducted in which Quantitative data was collected through Questionnaires and interviews from Telecom sector, Entrepreneurs and Universities. Qualitative data was collected through past literature and bank reports. Review of the literature and 80% respondents suggested that only Factors: Benefit and Relationship have a positive impact on customer satisfaction. It was also investigated that customers of different age groups, Education level and Occupation view technology differently,according to their usage and need. Current research proposes a conceptual model that can be used by the organizations for exploring the customer satisfaction towards technology.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 68
Год выпуска: 2011
ISBN: 9783639334272
Язык издания: Английский

Customer Service in the Public Sector

Customer Service in the Public Sector
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Customer-orientated reforms are globally being adopted to address the widespread dissatisfaction with traditional public services. However, the pessimism regarding their application in the public sector especially in developing countries implies limitations in existing research. Therefore, there is overwhelming need for empirical evidence about why, what, how and where such reforms have been applied within specific sectors and contexts. This study assesses the relevance of the reforms when implemented by the National Water and Sewerage Corporation (NWSC), which is in charge of urban water supply in Uganda. Using multiple data sources, that include household water user surveys, documentary review, observations, focus groups and interviews, this study responds to the questions: Has the NWSC become more customer-oriented as a result of reforms? If so, what are the consequences for user satisfaction and loyalty? The study finds first that customer oriented reforms in the NWSC were introduced by a committed leadership which reduced resistance to change and coordinated key stakeholder involvement.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 416
Год выпуска: 2011
ISBN: 9783639368307
Язык издания: Английский

A Study on customer loyalty of corporate retail outlets in select

A Study on customer loyalty of corporate retail outlets in select
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A country’s economy mainly depends upon three economic aspects - production, distribution and consumption. The products or services produced in different parts of country are to be made to reach the ultimate consumer through proper distribution channel. The distribution centers are required to send the products to the wholesale market, which in turn sends products to the retailer. The retailer delivers the goods to the consumers for final consumption. The role of retailing in the marketing mix is very significant. Retailing can be divided into two major sections, viz. organized and unorganized. Organized retailing is one in which there is a proper organized ownership, permanent employees, fixed place involving standardized business practices. The organized sector is slowly growing the Indian market. In today’s competitive market, the purpose of a firm should be read as “creating a loyal customer”, which involves both capturing and retaining customer. Importance of creating a loyal customer arises from that it costs more to create a new customer than to retain an existing one.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
ISBN: 9783639705355
Год выпуска: 2015
Количество страниц: 516
Язык издания: Английский

The Art of Gaining and Retaining Customers

The Art of Gaining and Retaining Customers
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Revision with unchanged content. As classical mass advertising is losing effectiveness to generate revenues, mar­keting managers attach importance to alternative methods to gain and retain customers. In particular, sales promotion activities are popular to give pro­spect customers an incentive to buy, whereas the relationship approach aims at establishing a long-lasting bond between provider and customer. In order to find out whether these tendencies provoke the desired actions, a survey among German consumers was conducted, investigating their attitude to­wards determined marketing tools and each tool’s impact on the purchase decision-making process. The existing deal-proneness towards the promotion tools samples, coupons, premiums, loyalty cards and sweepstakes and their ability to provoke purchase and re-purchase was examined. Further, this re­search states possibilities to connect short-term activities with the long-rang­ing relationship approach and is therefore of high value for marketing mana­ger and consultants, company management, lectures and students of busi­ness and media & communication studies; as well as for everyone who is curi­ous to know which promotion tool is the German’s favourite one.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 76
Год выпуска: 2012
ISBN: 9783639444896
Язык издания: Английский

Can store design improve differentiation in the mind of the customer?

Can store design improve differentiation in the mind of the customer?
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This book describes the importance of shop layout and design, including exterior design, for the differentiation power of a company. As differentiation happens in the consumer’s mind, consumer perception and perceptual mapping will be discussed. Literature discussing shop layout and design, exterior design, differentiation, consumer perception and perceptual mapping will be analyzed and for this paper relevant findings will be stated and applied. The second part of this research will be to find an existing correlation between the change of a store layout and its design and a change in differentiation of a specific OMV-Viva shop, by using archival data from OMV Refining & Marketing. This examination will show if practical changes of store layout and design can change the differentiation power of a fuel station shop. For this purpose additionally the OMV-Viva filling stations’ current differentiation strategy will be analyzed and information, significant to this paper, will be connected to the research. In the last part recommendations concerning differentiation by shop layout and design will be made, solely based on the finding of the research.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 56
Год выпуска: 2014
ISBN: 9783639493252
Язык издания: Английский

Implementing a CRM Tool

Implementing a CRM Tool
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This book deals with the implementation of a CRM-tool at the example of Hansaflex Hydraulik GmbH and the impact that could arise on cost efficiency as well as profit efficiency. A further aim is to show hurdles and pitfalls when implementing such a tool, the huge costs that do not necessarily lead to an advantage and the problems in combining a CRM-tool with existing ways of selling and sales representatives. At the beginning there is a clear need to give a definition of the broad range of a CRM-tool including different types, software and approaches in general. Interviews with sales staff and management shall carry out the current situation and dominant methodology of collecting, saving and processing data of (potential) customers. In the end a summary, outcome and recommendation from an external point of view is given for Hansaflex Hydraulik GmbH considering advantages, disadvantages, problems and hurdles when implementing a CRM-tool as a basis for further arbitration.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 136
Год выпуска: 2016
ISBN: 9783639885019
Язык издания: Английский

Getting customers to love your brand

Getting customers to love your brand
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This book shows you how to get customers to love your brand. Loyalty is considered to be critically important to growth, profitability and sustainability. It has received much attention by practitioners and managers. However, some important variables about the different types of loyalty have remained unclear. While businesses look towards adapting various strategies to help them grow and succeed in the marketplace, a number of key business orientations have emerged. Each of these orientations has claimed to increase both profitability and customer loyalty for an organisation. However which one works best isn't very clear. This book is based on extensive research carried out over several years. The research has examined both business orientations as well as customer loyalty, including their inter-relationships. We found out answers to some of these key questions. First this books looks at the differences between customers liking or loving a brand. Second, we examine which strategic business orientation will help businesses to develop the highest level of loyalty among its customers. The book presents models and tools that you can adopt to manage customer loyalty.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 512
Год выпуска: 2016
ISBN: 9783659851209
Язык издания: Английский

Voices into Choices: Acting on the Voice of the Customer

Voices into Choices: Acting on the Voice of the Customer
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Voices into Choices was written and published through a collaboration between Joiner Associates Incorporated and the Center for Quality of Management (CQM). The book is an outgrowth of CQM working with its member organizations to help them become more customer focused in their decision making process. Throughout the development of Voices into Choices, we worked with these members to refine the process, by having them use and test our writing with their actual projects. We also involved numerous customers from both organizations in a review process.

Вес: 1115
Ширина упаковки: 220
Высота упаковки: 20
Глубина упаковки: 290
Автор на обложке: Gary Burchill, Christina Hepner Brodie
Автор: Gary Burchill,Christina Hepner Brodie
Тип издания: Отдельное издание
Тип обложки: Твердый переплет
Формат издания: 195x250
Издательство: Joiner/Oriel Inc
ISBN: 1-884731-13-9
Год выпуска: 2005
Количество страниц: 430
Язык издания: Английский

What's the Future of Business: Changing the Way Businesses Create Experiences

What's the Future of Business: Changing the Way Businesses Create Experiences
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Rethink your business model to incorporate the power of "user" experiences. What’s the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences. - Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships; - Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind; - Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual! Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth.

Вес: 585
Ширина упаковки: 220
Высота упаковки: 30
Глубина упаковки: 220
Автор на обложке: Brian Solis
Автор: Brian Solis
Тип издания: Отдельное издание
Тип обложки: Твердый переплет
Издательство: Wiley
ISBN: 111845653X
Год выпуска: 2013
Количество страниц: 224
Язык издания: Английский

Value Proposition Design: How to Create Products and Services Customers Want

Value Proposition Design: How to Create Products and Services Customers Want
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The authors of the international bestseller Business Model Generation explain how to create value propositions customers can't resist. Value Proposition Design helps you tackle a core challenge of every business - creating compelling products and services customers want to buy. This practical book, paired with its online companion, will teach you the processes and tools you need to succeed. Using the same stunning visual format as the authors' global bestseller, Business Model Generation, this sequel explains how to use the "Value Proposition Canvas" a practical tool to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by business meetings based on endless conversations, hunches and intuitions, expensive new product launches that blew up, or simply disappointed by the failure of a good idea. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won't work. You'll learn the simple but comprehensive process of designing and testing value propositions, taking the guesswork out of creating products and services that perfectly match customers' needs and desires. Practical exercises, illustrations and tools help you immediately improve your product, service, or new business idea. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to complete interactive exercises, assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design complements and perfectly integrates with the "Business Model Canvas" from Business Model Generation, a tool embraced by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models.

Вес: 770
Ширина упаковки: 245
Высота упаковки: 20
Глубина упаковки: 190
Автор на обложке: Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith
Автор: Alan Smith,Gregory Bernarda,Ив Пинье,Александр Остервальдер
Серия: Strategyzer
Тип издания: Отдельное издание
Тип обложки: Мягкая обложка
Формат издания: 245x190
Издательство: John Wiley and Sons, Ltd
ISBN: 9781118968055, 1118968050, 978-1-118-96805-5
Год выпуска: 2014
Количество страниц: 320
Цветные иллюстрации: Да
Язык издания: Английский

Failure Elements of Implementing CRM Systems in Malaysian Enterprises

Failure Elements of Implementing CRM Systems in Malaysian Enterprises
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Every year companies invest huge amount of resources in implementing Customer Relationship Management systems in their organizations. However, only 25% of these companies consider the implementation as a success. In other words, most of these implementations fail completely or do not meet expectations. There are lots of reasons mentioned for these failures such as organizational change issues, lack of IT and business strategy alignment, and company politics. This book studies the major reasons affect CRM systems success in developing countries such as Malaysia and differences between implementation in developing and developed countries.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 100
Год выпуска: 2011
Автор на обложке: Amirhossein Mohtasebi
ISBN: 9783847312512
Язык издания: Английский
Издательство: LAP Lambert Academic Publishing

CRM activities in the growth and expansion of hotel industry

CRM activities in the growth and expansion of hotel industry
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Today, service organizations are shifting their focus from “transactional exchange” to “relational exchange” for developing mutually satisfying relationship with customers. Extended relationships are reported to have a significant impact on transaction cost and profitability, and customer lifetime value. Serving the customers, in true sense, is the need of the hour as the customer was, is and will remain the central focus of all organizational activities. The hotel industry, especially the luxury segment hotels needs to be purely customer-centric and focus on the customer needs and duly full fill them. Customers will not blindly accept poor service quality from a luxury hotel. They expect high quality of service in return for the money, they spend in luxury hotels. This paper is an attempt to explain the dark side of Customer Relationship Management in the luxury segment of the hotel industry with the help of the ‘Gap Model’ referred to in literature which suggests that gaps in service occur at various instances. The author explains that the GAP Customer Relationship Management is a useful tool to explain the dark side partly.

Вес: 340
Ширина упаковки: 160
Высота упаковки: 10
Глубина упаковки: 230
Количество страниц: 68
Год выпуска: 2014
Автор на обложке: Mudassar Ali
ISBN: 9783659537523
Язык издания: Английский
Издательство: LAP Lambert Academic Publishing

CHALLENGER CUSTOMER, THE

CHALLENGER CUSTOMER, THE
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Picture your ideal customer: collegial, eager to meet with you, and ready to champion your products across the organization. It turns out that's the last person you should be pitching.The need to understand how customers make their decisions, especially when it comes to selling large-scale, business-to-business solutions, drove the author team behind The Challenger Sale to investigate how sales reps won high-quality deals. What that team discovered may turn the common wisdom about customer behavior upside down.Based on an exhaustive study of hundreds of sales reps and thousands of customers across multiple industries, the authors found that every potential customer contact falls into one of seven distinct profiles. While many are worth talking to, the highest performing reps concentrated their time on a specific few. Most sales reps prefer to approach customers who are open and eager to meet with them, people with clearly articulated needs that make them easy to connect to solutions. The authors call these customers Talkers. The high performers spent their time, instead, with customers who were less eager to meet, generally skeptical and difficult to manage, and much more apt to be agnostic about one supplier over another. They call these customers Mobilizers. High performers understand what their average-performing colleagues don't: in a world in which complex deals require widespread consensus across a diverse--and typically dysfunctional--set of customer stakeholders, only Mobilizers have the skill and the will to fight for large-scale, disruptive change and, ultimately, help win the deal. Challenger sellers, in other words, target Mobilizer customers.The authors unveil research that identifies Mobilizers and provide a roadmap for how sales and marketing teams can find them, engage them with disruptive insight, and leverage them to drive consensus across the customer organization.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Автор на обложке: ADAMSON, BRENT
ISBN: 9781591848158
Год выпуска: 2015

Мудрый рекламодатель

Мудрый рекламодатель
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"Даже опытный рекламист не сможет создать эффективной рекламы без сотрудничества с тактичным обучаемым рекламодателем. Некоторые рекламодатели, к сожалению, "ведут себя так плохо, что никакое агентство не сможет создать для них эффективной рекламы"" Д.Огилви Как же стать хорошим рекламодателем? Как сделать так, чтобы реклама наконец-то стала приносить рекламодателю пользу? Этому вас научит эта увлекательная книга - обобщение опыта сотен рекламных и маркетинговых проектов, выполненных ее автором, Александром Репьевым. Книга уже помогла многим, она поможет и вам.

Вес: 175
Ширина упаковки: 120
Высота упаковки: 20
Глубина упаковки: 150
Автор: Александр Репьев
Тип издания: Отдельное издание
Тип обложки: Твердый переплет
Тираж: 200
Произведение: Мудрый рекламодатель

Customer Experience For Dummies

Customer Experience For Dummies
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Learn to: Move past satisfaction to engagement Measure the financial return of engaged customers Map your customer touchpoints Create measurable customer change Gain, engage, and retain customers with positive experiences If you re a

Вес: 505
Ширина упаковки: 200
Высота упаковки: 30
Глубина упаковки: 240
Год выпуска: 2015
Автор на обложке: Roy Barnes,Bob Kelleher
ISBN: 978-1-118-72560-3

Как трудного клиента сделать счастливым. Правила, приемы и техники

Как трудного клиента сделать счастливым. Правила, приемы и техники
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Новая книга Игоря Зорина написана для продавцов, менеджеров по продажам, руководителей торговых компаний, всех тех, кто в силу своих профессиональных прав и обязанностей напрямую контактирует с клиентами - покупателями. В книге подробно описаны и классифицированы наиболее часто встречающиеся типы трудных клиентов, а также просто и понятно изложены правила и приемы работы с ними. Книга одинаково доступна и полезна как начинающим продавцам, так и "бывалым" менеджерам.Читая книгу, вы получите полный доступ к арсеналу с приемами и можете "вооружиться", взяв из предложенного только то, что посчитаете нужным и достаточным. То, что вы сможете понять и принять. То, что будет вам "по руке", во что вы сможете реально поверить. Вы получите проверенное временем и практикой оружие, которое поможет вам справиться не только с любым Его Величеством Трудным Клиентом, но и с самим собой.Книга "Как сделать трудного клиента счастливым. Правила, приемы и техники" от бизнес-тренера Игоря Зорина необходима каждому, кто по роду своей деятельности общается с покупателями. Как понять настроение клиента и его истинные потребности? Как убедить самого несговорчивого? Как избежать стрессов, работая продавцом? На все эти вопросы Игорь Зорин отвечает в своей книге, предлагая простые правила, доступные приемы и техники, необходимые любому менеджеру и продавцу.Кому интересна книга1. Тем, кто начинает свою карьеру менеджера по продажам или продавца.2. Тем, кто по роду деятельности связан с продажами и хочет улучшить свои показатели.3. Тем, кто интересуется психологией, вопросами манипуляций, влияния, скрытого и явного воздействия.4. Тем, кто хочет научиться понимать скрытые мотивы поведения других людей.5. Тем, кто хочет научиться разрешать любые конфликты с пользой для себя.Пять причин, почему стоит прочитать книгу1. Автор книги имеет успешный опыт построения собственного бизнеса.2. Автор - руководитель Центра психологии управления "Премьер", основными направлениями деятельности которого являются обучение, оценка и консультирование менеджеров разного уровня, автор развивающих и оценочных деловых игр, ведущий бизнес-лагерей.3. Книга написана понятно, с юмором и жизненными примерами.4. Книга подходит как опытным «продажникам», так и начинающим.5. Книга интересна всем, кто хочет разбираться в мотивах поведения людей.Цитаты"Часто бывает так, что зоной комфорта для некоторых является диван, перед которым стоит телевизор. И этот человек готов днями, неделями, годами не покидать ее, время от времени выходя за хлебом. Я лично знаком с такими людьми. Это же страшно! Этакий живой труп! Если мысленно поменять ему диван на гроб, никто и не заметит каких-то изменений.Самое интересное, что почти все деньги находятся за зоной комфорта. Время от времени нам необходимо разрывать нашу оболочку зоны комфорта и выходить за нее, чтобы взять там, во внешней среде, деньги. Это означает, что надо совершить какую-то работу, находящуюся за зоной комфорта"."Не бойтесь своего звездного часа, смело идите к нему. В любом случае вы можете выиграть. Даже тогда, когда кажется, что вы проиграли"."Любой менеджер должен быть немного волшебником. Уметь совершать некоторые превращения. Это искусство превращения потенциального клиента в просто клиента, просто клиента - в довольного клиента, довольного - в постоянного, постоянного - в друга компании"."У каждого человека есть свой страх. А у кого-то и не один. И если даже не страх, то опасение уж точно. Чего может бояться (или опасаться) клиент?"

Вес: 350
Ширина упаковки: 170
Высота упаковки: 20
Глубина упаковки: 230
Автор: Игорь Зорин
Тип издания: Отдельное издание
Тип обложки: Твердый переплет

Handbook of Customer Relationship Management

Handbook of Customer Relationship Management
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Every time a customer approaches your business, they arrive with an expectation. It may be a service need or a new product interest, but in every case, they have an expectation that accompanies their interest in your business. What happens next will form an experience that shapes their behavior. A good experience may increase their loyalty and tendency to purchase again. A poor experience may transfer their business to your competitor. The ability to recognize this process and to actively manage it forms the basis for Customer Relationship Management, or CRM. The ability to ensure that the enterprise will act with unity of purpose to ensure experiences that exceed every expectation is a monumental task. Customers interacting with employees, employees collaborating with suppliers— every interaction is an opportunity to manage a relationship. --- Craig Conway

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
ISBN: 9783639355482
Год выпуска: 2011
Количество страниц: 164
Язык издания: Английский

Adding Customer Value Through Effective Distribution Strategy

Adding Customer Value Through Effective Distribution Strategy
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This book centers on the impact of distribution strategy on customer value. Of the four marketing mix elements, distribution has attracted a lot of interest since the execution of distribution activities adds value to customers which is imperative to the success of a firm''s marketing strategy This book reviews relevant literature on distribution strategy, value addition, and customer value. Distribution strategy in this context includes all those decisions that center on the determination of the method of selling products to the designated end markets and the types of contracting agreements to employ, the determination of the number and location of outlets that the seller wants to work through, and the determination of the best way to supply products to distributors.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
Количество страниц: 96
Год выпуска: 2011
ISBN: 9783639338850
Язык издания: Английский

Proactive-Reactive Customer Integration during New Service Development

Proactive-Reactive Customer Integration during New Service Development
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In today’s globalized service industry, a well implemented preliminary process of integrating customers plays an active role in the development of new products and services. Successful customer orientation by doing things not exactly as articulated by customers, but by doing things in a diverse way is said to yield successes in a competitive business environment. This book presents the findings of a qualitative research work conducted on a product-based service (PBS) industry in the Smaland region of Scandinavia. In attributes to some of its rich findings, shows that not only by a company demonstrating a reactive or proactive orientation in identifying customers’ needs leads to new service ideas, but more comprehensively is that the approach of company reactiveness to customers can also lead to proactiveness. The qualitative research findings & its impeccable conclusion which received an individual top grade from tutors and examiners in Linnaeus University School of Business in an academic year are well detailed and documented in this book. Additionally, this book contains meaningful managerial implications that are key relevance in any competitive business environment.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
ISBN: 9783659306341
Год выпуска: 2015
Количество страниц: 124
Язык издания: Английский

Foundations of a Customer- Oriented Strategy

Foundations of a Customer- Oriented Strategy
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Revision with unchanged content. Information companies can be described as sociotechnological, targeted and open systems with at least one strategic business unit (SBU) that sells or rents (di­gital) information products. Societal, technological, and organizational chan­ges offer new opportunities for these information companies, but also lead to the question how companies can find an appropriate strategy to main­tain competitiveness in a changing environment. These companies need clear strategies for the business units that manage the production of goods and services along the supply chain on the one hand, and the evolution of goods and services throughout their lifecycles on the other hand. In this book, the implementation of a customer-oriented strategy based on com­ple­men­tary methods like customer integration and customer involvement is in the center of attention. Hybrid, combined strategies and product strategies like mass customization are also discussed in this context. In the end, by applying a modeling approach based on system theory and the theory of the punc­tuated equilibrium combined with a strategic management perspective, the author offers new insights into the nature of hybrid strategies. Hence, this book is worth reading for anyone who has to deal with ambiguous ob­jec­tives in everyday (business) life, not only in the information industry.

Вес: 501
Ширина упаковки: 1
Высота упаковки: 1
Глубина упаковки: 1
ISBN: 9783639396041
Год выпуска: 2012
Количество страниц: 144
Язык издания: Английский
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