Business Research Methods ISE

Name: Business Research Methods ISE
Price: 5150 ISK
Availability: InStock
Author: Pamela Schindler
ISBN: 9781266586118

Höfundur: Pamela Schindler (Útgáfa: 15)

Kaup valmöguleikar

Business Research Methods býður upp á fjölbreytt efni sem eykur gæði námsins. Ítarlegar samantektir, sem taka mið af hæfniviðmiðum, gera efnið aðgengilegt og hagnýtt. Fjölbreyttar umræðuspurningar byggja á raunverulegum aðstæðum úr viðskiptalífinu og stuðla að dýpri skilningi. Viðaukarnir veita gagnlega innsýn og bjóða upp á tækifæri til virks náms.

Nánar um bókina

Útgefandi: McGraw-Hill Higher Education (International)

ISBN: 9781266586118

Print ISBN: 9781265213749

Format: ePub

Útgáfa: 15

Höfundar: Pamela Schindler

Tungumál: English

Útgefið: 2025-07-01

Prent takmörkun á líftíma: 100

Prent takmörkun: 2

Afritunar takmörkun: 2

Flokkar: Viðskiptafræði

Efnisflokkar: Viðskipti og hagfræði › Rekstrarrannsóknir

Kaflar

Frontmatter
Cover Page
Half Title Page
The McGraw Hill Series in Operations and Decision Sciences
Title Page
Copyright Page
Dedication
Acknowledgments
Collaborators
Faculty Reviewers
My McGraw-Hill Team
Detailed changes to this edition
For Teachers and Students:
For Teachers:
Changes for Each Chapter
Connect Features
Brief Contents
Contents
Chapter 1: Research Foundations and Fundamentals
>Part I: Building the Foundation for Research
Chapter Opener
>Business Environment for Decision-Making
Role of Data in Decision-Making
Addressing the Challenges
Is New Data Needed?
The Research Process
>The Language of Research
Concepts
Constructs
Operational Definitions
Variables
Hypotheses, Theories, and Models
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, CloseUps, PicProfiles, and Captions
Chapter 2: The Research Process: An Overview
Chapter Opener
> What Is Best-Practice Research?
>The Research Process
>Stage 1: Clarify the Research Question
Identify and Prioritize Dilemmas
Exploration
Value and Budget the Research
>Stage 2: Design the Research Project
Data Collection Design
Define the Data Needed
Define the Method(s) of Collection
Define the Procedures and Protocols for Collection
Sampling Design
>Stage 3: Collect and Prepare the Data
Collect the Data
Prepare the Data
> Stage 4: Analyze and Interpret Data to Develop Insights
>Stage 5: Report Insights and Recommendations
>The Research Project Time Frame
>Research Process Pitfalls and Solutions
Poorly-Defined Management Problems
Unresearchable Questions
Overembracing Data Analytics
The Manager’s Hidden Agenda(s)
Favored-Technique Syndrome
Researcher Inexperience
>Research Process Ethical Issues and Responsibilities
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, CloseUps, PicProfiles, and Captions
Chapter 3: Clarify the Research Question
Chapter Opener
>Stage 1 in the Research Process
>The Question Hierarchy
The Management Question
The Research Question
Investigative Questions
Measurement Questions
>The Exploration Strategy
Information Sources
Evaluating External Sources
Internal Sources
Evaluating Internal Sources
>Value the Research
>Justify and Budget for Research
>Stage 1 Ethical Issues and Their Solutions
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>Additional Content
>References
References for Snapshots, PicProiles, CloseUps, and Captions
Chapter 4: Stage 2: Research Design, An Overview
>Part II: The Design of Business Research
Chapter Opener
>What Is Research Design?
>Sampling Design
>Data Collection Design
An Example
Design Dimensions
The Topical Scope
>Design the Measurement Instrument
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps & Captions
Chapter 5: Stage 2: Sampling Design
Chapter Opener
>Sampling Design
>Define the Target Population and Case
>Define the Population Parameters
>Define the Sample Frame
A Community as Sample Frame5
>Define the Number of Cases
Sample versus Census
Lower Cost
Greater Speed of Data Collection
Availability of Population Cases
Better Quality Results
Accuracy
Precision
Sample Size
>Define the Sampling Method
>Probability Sampling
Simple Random Sampling
Complex Probability Sampling
>Nonprobability Sampling
Convenience Sampling
Purposive Sampling
Snowball Sampling
>Define the Selection and Recruiting Protocols
>Ethical Issues and Their Solutions
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
References
References for Snapshots, PicProfiles, CloseUps, & Captions
>Appendix Calculate the Sample Size
Basic Concepts for Sampling
Estimating the Population Mean
Calculating the Sample Size for Questions Involving Proportions
Chapter 6: Stage 2: Data Collection Design: Qualitative Research
Chapter Opener
>What Is Qualitative Research?
>Qualitative Research Design
>Qualitative Sampling Design
>Qualitative Data Collection Design
Interviews
Interviewers as Consultants
Creative Exercises
Individual Depth Interviews
Group Interviews
Group Interview Drawbacks and Their Solutions
Recording, Analyzing, and Reporting Group Interviews
>Combining Qualitative Methodologies
Case Study30
Action Research
>Merging Qualitative and Quantitative Methodologies
Social Media Analysis35
>Ethical Issues and Their Solutions
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
Chapter 7: Stage 2: Data Collection Design: Observation Research
Chapter Opener
>Observation Research Design
>Sampling Design
>Data Collection Design
Content Type
Types of Observation
Observation Environment
Data Collection Protocol
Observer–Participant Relationship
Observer Training and Supervision
>Evaluation of the Observation Method
Strengths
Limitations
>Ethical Issues and Their Solutions
AI and Observation Research
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
Chapter 8: Stage 2: Data Collection Design: Experiments
Chapter Opener
>Experiments and Causation
Causation Evidence
Causal Conclusion
>Conduct an Experiment
Select Relevant Variables
Specify Treatment Levels
Control the Experimental Environment
Choose the Experimental Design
Select and Assign Participants (or Cases)
Pilot Test Data Collection Protocols, Revise
Conduct the Experiment
>Validity in Experimentation
Internal Validity
External Validity
>Experimental Research Designs
Preexperimental Designs
True Experimental Designs
Field Experiments: Quasi- or Semi-Experiments23
>An Evaluation of Experiments
Advantages
Disadvantages
>Ethical Issues and Their Solutions
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
>Additional Content
Chapter 9: Stage 2: Data Collection Design: Survey Research
Chapter Opener
>Data Collection Design: The Survey
Self-Administered Survey
Survey via Phone Interview
Survey via Personal Interview
>Error in Survey Research
Interviewer Error
Participant Error
>Outsourcing Survey Tasks
>Evaluation of Survey Research
>Ethical Issues and Their Solutions
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
Exhibits
References for Snapshots, CloseUps, PicProfiles, and Captions
Chapter 10: Stage 3: Measurement Foundations
>Part III: Measurement
Chapter Opener
>The Nature of Measurement
Tasks of Measurement
What Is Measured
>Measurement Scales
Nominal Scales
Ordinal Scales
Interval Scales
Ratio Scales
Recoding
>Sources of Measurement Differences
Error Sources
>The Characteristics of Good Measurement
Validity14
Reliability
Practicality
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
Chapter 11: Stage 3: Measurement Questions
Chapter Opener
>Instrument Design
>Prepare the Preliminary Analysis Plan
Confirm Active Data Collection Approach
Select Instrument Structure
>Select or Craft a Measurement Scale
Research Objectives
Response Types
Number of Dimensions
Balanced or Unbalanced
Forced or Unforced Choices
Number of Scale Points
Text or Imagery
Participant Errors
>The Nature of Attitudes
The Relationship between Attitudes and Behavior
Attitude Scaling
>Rating Questions
Single-Response Questions
Multiple-Response Questions
>Ranking Questions
>Sorting Questions
>Cumulative Questions
>Find or Craft Measurement Questions
Question Coverage
Question Wording
Frame of Reference
Response Alternatives
Pretesting
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, CloseUps, PicProfiles, and Captions
>Appendix Sources of Measurement Questions
Chapter 12: Stage 3: Measurement Instruments
Chapter Opener
>Instrument Design
>Phase 2: Gather and Sort the Pieces
Question Types
Pretesting: Scope and Coverage
Responsibility Fulfillment
>Phase 2: Non-Question Elements
Non-Question Elements
Overcoming Instrument Problems
Responsibility Fulfillment
>Phase 3: Organize the Pieces
Order Topics and Questions
Pretest The Instrument
Physical Design
Pretesting: Physical Design
Responsibility Fulfillment
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>Additional Content
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
Chapter 13: Stage 3: Collect, Prepare, and Examine Data
>Part IV: Collect, Prepare, and Examine the Data
Chapter Opener
>Collect the Data
Train the Data Collectors
Determine the Data Collection Timeline
Determine and Implement the Research Process(es)
Invite the Chosen Participants
Activate the Research Task(s)
Remind the Participants
Enter the Data
>Enter the Data
>Prepare the Data
Postcollection Coding of Data
>Edit the Data
Complete
Accurate
Appropriately Coded
>Examine the Data
Exploratory Data Analysis
>Cross-Tabulation
The Importance of Percentages
Other Table-Based Analysis
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, CloseUps, PicProfiles, and Captions
Appendix: Better Tables
An Example
>Reference
Appendix: Better Tables
>Appendix: Review: Describing Data Statistically
Reviewing Statistical Concepts
Measures of Central Tendency
Measures of Variability
Measures of Shape
>Reference
Appendix: Review: Describing Data Statistically
Chapter 14: Stage 4: Hypothesis Testing
>Part V: Analyze and Interpret Data
Chapter Opener
>Introduction
Statistical Significance
>The Logic of Hypothesis Testing
Type I Error
Type II Error
Statistical Testing Procedures
Probability Values (p Values)
>Tests of Significance
Types of Tests
How to Select a Test
Selecting Tests Using the Choice Criteria
One-Sample Tests
Two-Independent-Samples Tests
Two-Related-Samples Tests
k-Independent-Samples Tests
k-Related-Samples Tests
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From the Headlines
>Cases
>References
References for Snapshots, CloseUps, PicProfiles, and Captions
Chapter 15: Stage 4: Measures of Association
Chapter Opener
>Introduction
>Bivariate Correlation Analysis
Pearson’s Correlation Coefficient r
Scatterplots for Exploring Relationships
The Assumptions of r
Computation and Testing of r
Interpretation of Correlations
>Simple Linear Regression
The Basic Model
Concept Application
Method of Least Squares
Predictions
Testing the Goodness of Fit
>Nonparametric Measures of Association
Measures for Nominal Data
Measures for Ordinal Data
>From Analysis to Insights
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, CloseUps, and Captions
>Appendix: Developing Insights
>What Is an Insight?
>Moving from Information to Insights
Explore the Business Context
Identify the Causal Factors
Draft Insight Statements from the Findings/Information
Validate the Insights with Domain Expertise
Develop Recommendations for Actionable Insights
Prioritize the Insights
Develop a Memorable Way to Communicate each Actionable Insight
>Impediments to Developing Insights
>AI and Insights
>Ethical Issues and Insight Development
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decision
From the Headlines
>Cases
>References
Discussion Questions
Chapter 16: Stage 5: Research Reports: Support Insights and Recommendations
>Part VI: Stage 5: Report the Research
Chapter Opener
>Introduction
Emphasis on Insights
Shift in Reporting Structure
Audience-Centric Planning
>Audience Analysis
Audience Composition
Research Question Knowledge
Research Predispositions
Recommendation Effects
Audience Effect
Supplemental Purposes
>Report Structure
>Content and Style: Organize
Report Types
Report Components
Traditional Frameworks for Organization
>Content and Style: Visualize
Using Stories in Presentations30
Presenting Findings
Data Visualization Specifically for the Oral Report
>Content and Style: Compile
>Content and Style: Practice
>Content and Style: Deliver
Dealing with Questions43
>Ethical Considerations in Reporting
>Summary
>Keyterms
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
From the Headlines
>Cases
>References
References for Snapshots, PicProfiles, and Captions
>Appendix: Better Reports
Tips for Better Oral Reports
Tips for Better Written Reports
>References
Chapter 17: An Integrated Example
>Part VII: Research Project Overview
Chapter Opener
>The Need for Research
>Receipt of an RFP at Visionary Insights
The VI Proposal for BrainSavvy Research
The Proposal Review at BrainSavvy
The BrainSavvy Finalist Interview
Visionary Insights Captures the Research Contract
>Stage 1: Clarify the Research Question
The Dallas Trip
VI Project Structure and Exploration
Interviews
Data File Analysis
Process Modeling
Focus Groups
Investigative and Research Questions
>Stage 2: Research Design
Sampling Design
Data Collection Design
>Stage 3: Collect, Prepare and Examine Data
Activate the Survey
The Analysis Plan
Data Preparation and Examination
>Stage 4: Analyze the Data
Conference Call with Parma the Following Tuesday
>Stage 5: Report the Research
Oral Report
>Post-Project Team Debriefing
>The Continuation Contract
Three and a Half Months Later
>Summary
>Review & Discussion Questions
Terms in Review
Making Research Decisions
From Concept to Practice
>Reference
Case Index
>case index
>A GEM of a Study
>AgriComp
>Akron Children’s Hospital
>Calling Up Attendance
>Campbell-Ewald Pumps Awareness into the American Heart Association
>Campbell-Ewald: R-E-S-P-E-C-T Spells Loyalty
>Can Research Rescue the Red Cross?
>Covering Kids with Health Care
>Cummins Engines
>Data Development Corporation
>Donatos: Finding the New Pizza
>Envirosell
>Goodyear’s Aquatred
>HeroBuilders.com
>Inquiring Minds Want to Know—NOW!
>Lexus SC 430
>Marcus Thomas Tests Hypothesis for Troy-Bilt® Creative Development
>Mastering Teacher Leadership
>McDonald’s Tests Catfish Sandwich
>McKinsey: Discovering Best Practices
>NCRCC: Teeing Up a New Strategic Direction
>NetConversions Influences Kelley Blue Book
>NHS: Pagers
>Ohio Lottery: Innovative Research Design Drives Winning
>Open Doors: Extending Hospitality to Travelers with Disabilities
>Pebble Beach Co.
>Proofpoint: Capitalizing on a Reporter’s Love of Statistics
>Ramada Demonstrates Its Personal Best™
>Starbucks, Bank One, and Visa Launch Starbucks Card Duetto™ Visa
>State Farm: Dangerous Intersections
>The Catalyst for Women in Financial Services
>USTA: Come Out Swinging
>Volkswagen’s Beetle
>Yahoo!: Consumer Direct Marries Purchase Metrics to Banner Ads
Appendices
>appendices
>appendix A: Business Research Proposals and RFPs (with Sample RFP)
>Proposing Research
>Proposal Structure
>Create a Request for Proposal
>Qualify a Researcher to Receive the RFP
>Evaluate a Research Company’s Proposal
>Notes
>appendix B: Focus Group Discussion Guide
Background
Three AI-Generated Discussion Guides
Sample Group Discussion Guide by AI: ChatGPT (Duration: 60 minutes)
Sample Group Discussion Guide by AI: Bard-ai (Duration: 60 minutes)
Discussion of Collages
Sample Group Discussion Guide by AI: Voxpopme (Duration: 60 minutes)
>appendix C Nonparametric Significance Tests
>One-Sample Test
>Two-Samples Tests
>appendix D Selected Statistical Tables
Glossary
>glossary
Indexes
>name index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
R
S
T
V
W
Y
Z
>company index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
Y
>subject Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
Z
Accessibility Content: Text Alternatives for Images
Word cloud Text Alternative (Chapter 1)
Exhibit 1.2 Text Alternative (Chapter 1)
Posters Text Alternative (Chapter 1)
Exhibit 1.4 Text Alternative (Chapter 1)
Exhibit 1.5 Text Alternative (Chapter 1)
Screen floating words Text Alternative (Chapter 1)
Exhibit 1.6 Text Alternative (Chapter 1)
Exhibit 1.9 Text Alternative (Chapter 1)
Exhibit 1.10 Text Alternative (Chapter 1)
Exhibit 1.11 Text Alternative (Chapter 1)
Exhibit 1.13 Text Alternative (Chapter 1)
Exhibit 2-2 Text Alternative (Chapter 2)
Double-Bar chart Text Alternative (Chapter 2)
Exhibit 2.3 Text Alternative (Chapter 2)
Exhibit 2.4 Text Alternative (Chapter 2)
Exhibit 3.1 Text Alternative (Chapter 3)
Exhibit 3.2 Text Alternative (Chapter 3)
Exhibit 3.3 Text Alternative (Chapter 3)
Exhibit 3.5 Text Alternative (Chapter 3)
Exhibit 3.6 Text Alternative (Chapter 3)
Exhibit 3.7 Text Alternative (Chapter 3)
USA.gov home page Text Alternative (Chapter 3)
Phone screen Text Alternative (Chapter 3)
Exhibit 3.10 Text Alternative (Chapter 3)
Figure 4.1 Text Alternative (Chapter 4)
Animatic image Text Alternative (Chapter 4)
Exhibit 5.1 Text Alternative (Chapter 5)
Exhibit 5.2 Text Alternative (Chapter 5)
Problem participant Text Alternative (Chapter 5)
Exhibit 5.5 Text Alternative (Chapter 5)
Survey Text Alternative (Chapter 5)
Exhibit 5A.1 Text Alternative (Chapter 5)
Exhibit 5A.3 Text Alternative (Chapter 5)
Exhibit 5A.5 Text Alternative (Chapter 5)
Exhibit 6.2 Text Alternative (Chapter 6)
Exhibit 6.6 Text Alternative (Chapter 6)
Exhibit 7.1 Text Alternative (Chapter 7)
Exhibit 7.2 Text Alternative (Chapter 7)
Exhibit 7.5 Text Alternative (Chapter 7)
Exhibit 7.7 Text Alternative (Chapter 7)
Exhibit CU.1 Text Alternative (Chapter 7)
Exhibit 8.1 Text Alternative (Chapter 8)
Exhibit 8.2 Text Alternative (Chapter 8)
Exhibit 8.4 Text Alternative (Chapter 8)
Exhibit 8.5 Text Alternative (Chapter 8)
Exhibit 8.6 Text Alternative (Chapter 8)
Exhibit 8.7 Text Alternative (Chapter 8)
Group Text Alternative (Chapter 8)
A Graph Text Alternative (Chapter 8)
Exhibit 9.1 Text Alternative (Chapter 9)
Exhibit 9.2 Text Alternative (Chapter 9)
Exhibit 9.3 Text Alternative (Chapter 9)
GRIT Trends in Survey Text Alternative (Chapter 9)
Two bar graphs Text Alternative (Chapter 9)
Six checkboxes Text Alternative (Chapter 9)
Seven checkboxes Text Alternative (Chapter 9)
Phone survey response Text Alternative (Chapter 9)
Exhibit 9.6 Text Alternative (Chapter 9)
Exhibit 9.7 Text Alternative (Chapter 9)
Exhibit 10.2 Text Alternative (Chapter 10)
Exhibit 10.4 Text Alternative (Chapter 10)
Exhibit 10.7 Text Alternative (Chapter 10)
Exhibit 11.1 Text Alternative (Chapter 11)
Exhibit 11.2 Text Alternative (Chapter 11)
Exhibit 11.5 Text Alternative (Chapter 11)
Diversity and Inclusiveness Pays Text Alternative (Chapter 11)
Exhibit 11.10a Text Alternative (Chapter 11)
Exhibit 11.10b Text Alternative (Chapter 11)
Exhibit 11.12 Text Alternative (Chapter 11)
Exhibit 11.14 Text Alternative (Chapter 11)
Exhibit 11.16 Text Alternative (Chapter 11)
Exhibit 11.17 Text Alternative (Chapter 11)
Exhibit 11.18 Text Alternative (Chapter 11)
Question and Option Text Alternative (Chapter 11)
Exhibit 12.1 Text Alternative (Chapter 12)
Exhibit 12.2 Text Alternative (Chapter 12)
Exhibit 12.4 Text Alternative (Chapter 12)
Maximum Online Survey Text Alternative (Chapter 12)
Part of a survey Text Alternative (Chapter 12)
Exhibit 12.7 Text Alternative (Chapter 12)
Restaurant evaluation Text Alternative (Chapter 12)
Exhibit 13.1 Text Alternative (Chapter 13)
Exhibit 13.2 Text Alternative (Chapter 13)
Exhibit 13.3 Text Alternative (Chapter 13)
Exhibit 13.4 Text Alternative (Chapter 13)
Exhibit 13.6 Text Alternative (Chapter 13)
Military status Text Alternative (Chapter 13)
Exhibit 13.8 Text Alternative (Chapter 13)
Exhibit 13.10 Text Alternative (Chapter 13)
Exhibit 13.12 Text Alternative (Chapter 13)
Exhibit 13.13 Text Alternative (Chapter 13)
Exhibit 13.14 Text Alternative (Chapter 13)
Two-way bar graph.Text Alternative (Chapter 13)
Exhibit 13.15 Text Alternative (Chapter 13)
Exhibit 13.16 Text Alternative (Chapter 13)
Exhibit 13.17 Text Alternative (Chapter 13)
U S Population Density Text Alternative (Chapter 13)
Exhibit 13.18 Text Alternative (Chapter 13)
Exhibit 13.19 Text Alternative (Chapter 13)
Exhibit 13.20 Text Alternative (Chapter 13)
Exhibit 13.21 Text Alternative (Chapter 13)
Exhibit 13A.2 Text Alternative (Chapter 13)
Exhibit 13A.3 Text Alternative (Chapter 13)
Exhibit 14.2 Text Alternative (Chapter 14)
Exhibit 14.3 Text Alternative (Chapter 14)
Exhibit 14.4 Text Alternative (Chapter 14)
Exhibit 14.5 Text Alternative (Chapter 14)
Exhibit 14.6 Text Alternative (Chapter 14)
Exhibit 14.7 Text Alternative (Chapter 14)
Job Accident Text Alternative (Chapter 14)
Exhibit 14.9 Text Alternative (Chapter 14)
Exhibit 14.11 Text Alternative (Chapter 14)
Exhibit 14.15 Text Alternative (Chapter 14)
Exhibit 14.17 Text Alternative (Chapter 14)
Exhibit 14.19 Text Alternative (Chapter 14)
Exhibit 15.1 Text Alternative (Chapter 15)
Graphic Text Alternative (Chapter 15)
Exhibit 15.2 Text Alternative (Chapter 15)
Exhibit 15.4 Text Alternative (Chapter 15)
Exhibit 15.6 Text Alternative (Chapter 15)
Exhibit 15.8 Text Alternative (Chapter 15)
Exhibit 15.9 Text Alternative (Chapter 15)
Exhibit 15.10 Text Alternative (Chapter 15)
Exhibit 15.11 Text Alternative (Chapter 15)
Exhibit 15.12 Text Alternative (Chapter 15)
Exhibit 15.14 Text Alternative (Chapter 15)
Exhibit 15.15 Text Alternative (Chapter 15)
Exhibit 15.16 Text Alternative (Chapter 15)
Middle School and High School Students Text Alternative (Chapter 15)
Exhibit 15.17 Text Alternative (Chapter 15)
Exhibit 15.18 Text Alternative (Chapter 15)
Exhibit 15.19 Text Alternative (Chapter 15)
Exhibit 15.20 Text Alternative (Chapter 15)
Exhibit 15.21 Text Alternative (Chapter 15)
Exhibit 15.22 Text Alternative (Chapter 15)
Exhibit 15.23 Text Alternative (Chapter 15)
Four generic scatterplots Text Alternative (Chapter 15)
Exhibit 15A-2 Text Alternative (Chapter 15)
Exhibit 15A-3 Text Alternative (Chapter 15)
Exhibit 16.1 Text Alternative (Chapter 16)
Exhibit 16.3 Text Alternative (Chapter 16)
Housing Quality Text Alternative (Chapter 16)
Exhibit 16.8 Text Alternative (Chapter 16)
Exhibit 16.9 Text Alternative (Chapter 16)
Exhibit 16.10 Text Alternative (Chapter 16)
Exhibit 16.11 Text Alternative (Chapter 16)
Exhibit 16.12 Text Alternative (Chapter 16)
Exhibit 16.13 Text Alternative (Chapter 16)
Exhibit 16.14 Text Alternative (Chapter 16)
Exhibit 16.15 Text Alternative (Chapter 16)
Exhibit 16.16 Text Alternative (Chapter 16)
Exhibit 16.17 Text Alternative (Chapter 16)
Multitasking Magician Text Alternative (Chapter 16)
Exhibit 16A.1 Text Alternative (Chapter 16)
Exhibit 17.1 Text Alternative (Chapter 17)
Exhibit 17.2 Text Alternative (Chapter 17)
Exhibit 17.2b Text Alternative (Chapter 17)
Exhibit 17.3 Text Alternative (Chapter 17)
Exhibit 17.4 Text Alternative (Chapter 17)
Exhibit 17.5 Text Alternative (Chapter 17)
Exhibit 17.6 Text Alternative (Chapter 17)
Exhibit 17.7 Text Alternative (Chapter 17)
Exhibit 17.8 Text Alternative (Chapter 17)
Exhibit 17.9 Text Alternative (Chapter 17)
Exhibit 17.10 Text Alternative (Chapter 17)
Exhibit 17.11 Text Alternative (Chapter 17)
Service Improvement Grid Text Alternative (Chapter 17)
Multiple-bar graph Text Alternative (Chapter 17)
ServiceCentral’s Call Center Text Alternative (Chapter 17)
Overall Impression Text Alternative (Chapter 17)
Likelihood of Repurchasing BrainSavvy Based Text Alternative (Chapter 17)
Report outlining the positive Text Alternative (Chapter 17)
Computer Mockup Text Alternative (Chapter 17)
Exhibit A-1 Text Alternative (Appendix)
Exhibit A-2 Text Alternative (Appendix)
Exhibit A-3 Text Alternative (Appendix)
Exhibit A-5 Text Alternative (Appendix)
Exhibit A-6 Text Alternative (Appendix)