Management: Meeting and Exceeding Customer Expectations, 9th ed. by Warren R. Plunkett, Raymond F. Attner, Gemmy S. Allen

Management: Meeting and Exceeding Customer Expectations

I had to use this textbook for a principles of management class. Bought it for the term, sold it at a profit, and will be buying another copy for the next management class of my own volition. My expectations for textbooks, especially business ones, are pretty low. This one met,and actually exceeded those as a textbook. Its well worth it for either a beginning class (ie, required textbook, so you’re going to buy it regardless of what I say), or or a high level class requiring case studies (yes, I said that: I’m voluntarily buying the thing next term). The telecourse guide is helpful, the website blah, the videos double blah.

THE GOOD: It covers every imaginable phrase, concept, and topic within the realm of basic management. Every word you could possibly need for a degree is covered in here with encyclopedic precision. Every theory gets its own table or illustration or graph. The student may get very little on the reality of business (memos, financial statements, and other real-life applications are not the point here), but the theories are solidly packed in: this may be boring, but its what you need for an intro business class. And lets face it, the book is designed to be an encyclopedia for future classes. One extremely useful insert: the case study that fronts every chapter, usually on some well known brand. Each chapter then refers back to that company in all its examples. This really drives the plethora of words home, and helps keep all those facts straight. Also, the book comes with a telecourse guide that can be useful to review for a multiple choice test: itself-tests were invaluable.

THE BAD: The book doesn’t stop with a plethora of words (which we do need): it goes on to a plethora of media. This book comes with a telecourse guide, website, and videos. While I always take notes for my own memory benefit, read the telecourse guide before exams and you’re good. Works for the test, not for remembering anything later (again, as an 01 class, where the point is to teach you these words for long-term use in other classes, this is a bad thing). In addition to the telecourse guide, the book offers a website with more tests (the answer key is screwy), and a series of videos to go with the chapter readings. Said videos had little redeeming value, being poorly done, formulaic, unrealistic, and teaching nothing new while pratting on about this or that wonderful brand, The videos were also over two hours a week of time. Taken together, this is waaay too much time to be spending on one class. Its just over the top.

Also, it has these politically correct inserts every so often about ethics and including women and the environment and all that jazz. These inserts are boring and entirely irrelevant to real life or the theories. I’ll happily overlook thsoe for the quality explanations and definitions, let alone the really good case studies.

THE LOWDOWN: All in all, great book. If you’re taking a higher level class and need some help with terms or case studies, its well worth the investment. I’ll be taking my own advice on this one in the next term. for the record. The telecourse guide is worth buying if you don’t want to take notes, and as a review in print of the tests. The website, skip. The videos, skip. The book, buy on Amazon (about $30 used international edition).


3 thoughts on “Management: Meeting and Exceeding Customer Expectations, 9th ed. by Warren R. Plunkett, Raymond F. Attner, Gemmy S. Allen

  1. I am searching for a generous individual who would be kind enough to loan this textbook to me or sell it at a very low price. I am currently living in a safe home, transitioning into my own place with my 2 teens and stretching every dollar, can someone please help me?

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