industry is losing customers because of both the aggressive competition and MFIs’ weakness to satisfy their clients (Urguizo 2006). This simple description shows why MFIs are concerned about customer satisfaction and retention. It justifies also why they must “pay attention to understand their customers’ preferences and priorities” (IFAD 2007) to survive in a competitive environment. The microfinance industry is quite slowly in becoming more “market oriented” and it seems that customer satisfaction is one
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USA $25.95 CANADA $27.95 • W h y do our headaches persist after taking a one-cent aspirin but disappear when we take a 50-cent aspirin? • Why does recalling the Ten Commandments reduce our tendency to lie, even when we couldn't possibly be caught? • W h y do we splurge on a lavish meal but cut coupons to save 25 cents on a can of soup? • W h y do we go back for second helpings at the unlimited buffet, even when our stomachs are already full? • And how did we ever start spending $4.15 on a cup
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MINNESOTA DRIVER’S MANUAL Minnesota Department of Public Safety Driver and Vehicle Services Division dvs.dps.mn.gov Minnesota Driver’s Manual A Message from the Commissioner of Public Safety The Minnesota Driver’s Manual provides a summary of state laws, rules, and techniques to follow in order to drive safely and legally in Minnesota. State laws and rules change periodically, so each year’s manual contains new information. Driving is a privilege and also a responsibility. Please
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above all else, the player and her desires are truly considered. Rather than demanding that she do something via the rules, the gameplay itself should inherently motivate the player in the direction the designer wants her to go. Telling players they must travel around the board or advance to the next level is one thing. If they don’t have a reason and a desire to do it, then it becomes torture. In creating a game, designers take a step back and think from the player’s viewpoint: What’s this game
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Foundations of Machine Learning Adaptive Computation and Machine Learning Thomas Dietterich, Editor Christopher Bishop, David Heckerman, Michael Jordan, and Michael Kearns, Associate Editors A complete list of books published in The Adaptive Computations and Machine Learning series appears at the back of this book. Foundations of Machine Learning Mehryar Mohri, Afshin Rostamizadeh, and Ameet Talwalkar The MIT Press Cambridge, Massachusetts London, England c 2012 Massachusetts Institute
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In memory of Amos Tversky Contents Introduction Part I. Two Systems 1. The Characters of the Story 2. Attention and Effort 3. The Lazy Controller 4. The Associative Machine 5. Cognitive Ease 6. Norms, Surprises, and Causes 7. A Machine for Jumping to Conclusions 8. How Judgments Happen 9. Answering an Easier Question Part II. Heuristics and Biases 10. The Law of Small Numbers 11. Anchors 12. The Science of Availability 13. Availability, Emotion, and Risk 14. Tom W’s Specialty 15. Linda:
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” Joan Gundlach Vice President, Affiliate Sales Central Region A&E Television Networks “Invaluable help for every new manager and a practical step-by-step guide to achieving managerial success. A perfect refresher for any seasoned manager and a must for every corporate training department. A remarkable book.” Arthur Coren Former Chairman and CEO Zenith Controls, Inc. “This book identifies and deals with key issues of transitioning to a business leadership role. Readers will recognize that the
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1/22/07 3:37 PM Page i RP OS T ElletFM.qxp THE DO N OT C OP YO CASE STUDY HANDBOOK 1/22/07 3:37 PM Page ii DO N OT C OP YO RP OS T ElletFM.qxp 1/22/07 3:37 PM Page iii RP OS T ElletFM.qxp YO THE OP CASE STUDY HANDBOOK How to Read, Discuss, and OT C Write Persuasively About Cases DO N William Ellet Harvard Business School Press Boston, Massachusetts 1/22/07 3:37 PM Page iv RP OS T ElletFM.qxp Copyright 2007 William Ellet YO All rights reserved Printed
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THE ON OT C OP YO CASE STUDY HANDBOOK RP OS T ON OP YO RP OT C OS T THE ON OT C Write Persuasively About Cases OP CASE STUDY HANDBOOK How to Read, Discuss, and William Ellet Harvard Business School Press Boston, Massachusetts YO RP OS T Copyright 2007 William Ellet All rights reserved Printed in the United States of America 11 10 09 08 07 5 4 3 2 1 No part of this publication may be reproduced, stored in or introduced
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Eric Berne Games People Play The psychology of human relationships Table of contents PREFACE.........................................................................................................................................................................3 INTRODUCTION............................................................................................................................................................4 1 SOCIAL INTERCOURSE.......................................
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