A concise, practical introduction to planning and organizing successful focus groups, exploring the advantages and limitations of this method.

This book critically examines the potential of, and suggests ways forward in, harnessing a versatile and powerful method of research - focus groups. The book ch

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

`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