Information Technology Service Delivery Management

Methodology

This project deals with the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast-paced, demanding, and changing business environment. In the context of operations, communication relates to inter personnel communication such as phone, documents, memos, email, FAX, and voicemail. These communicative systems could be termed formal communication systems. There are also other forms of communication and it could be termed as informal communication. Informal communications could be defined as taking place synchronously in face-to-face settings. Questionnaire data produce estimates of between 25% and 70% of the time being spent in face-to-face interaction, with these figures depending on job type. Similarly, and again, depending on the industry formal communication system may occupy about 54% to about 91% of the time spent on an average (Border, 2002).

Research Method and Rationale

A Qualitative method of study differs from the usual quantitative methods (used in the study of pure sciences) in the sense that it tends to be far more subjective. This is in sharp contrast to the methods used in pure sciences which are exclusively objective. The research methods for marketing are a combination of both quantitative and qualitative methods. Being open to qualitative methods of study also allows social scientists to incorporate non-quantitative data (i.e. non-numerical data, such as words, images, gestures, impressions, etc.) in their study. Since human beings tend to operate in terms of such data and not in terms of the terminology used in ordinary sciences this broader outlook is far more applicable in the study of social sciences. In keeping with the methodology employed in marketing researches the theories too are formulated and used keeping in mind that they are not necessarily applicable to all conditions. Be it psychology, history, political science, or economics human events are most likely to influence the rules which define the basic theories of a marketing subject. Success in the field of marketing researches can therefore be achieved if and only if it is understood that the subject has no space or opportunity for watertight methodologies or theories (Berkowitz, 2004).

It can always be stated that Qualitative research is a process that includes an interpretative paradigm under the measures of theoretical assumptions and the entire approach is based on sustainability that is dependent on people’s experience in terms of communication. It can also be mentioned that the total approach is because reality is created on social formulations. It can also be mentioned that the basic target of qualitative research is instrumented towards social context under normal circumstances where it would be possible to interpret, decode and describe the significances of a phenomenon. The entire process is operational under the parameter of interpretative paradigm that can minimize illusion and share subjectivity under contextualization, authenticity, and complexity of the investigation (Rigby, 2005).

The basic advantages of qualitative measures are multifold. Firstly, it presents a completely realistic approach that the statistical analysis and numerical data used in research based on quantitative research cannot provide. Another advantage of qualitative measures is that it is more flexible in nature in terms of collected information interpretation, subsequent analysis, and data collection. It also presents a holistic point of view of the investigation. Furthermore, this approach of research allows the subjects to be comfortable thus be more accurate as research is carried on in accordance with the subject’s own terms (Sen, 2001).

Data Collection Method

The data sampling would be randomly managed to utilize stratified means with questionnaires completed by both male and female potential stakeholders. The choice to use potential and existing stakeholders alone in this research was made for three reasons. First, it was far simpler to have access to stakeholders in regard to the researcher’s availability. Second, the focus itself is on stakeholders’ attitudes and understanding of the gadget. Third, the quantification of such information allows the researcher to gain a broader perspective on how stakeholders observe and realize the validity and reliability of the information received from a variety of sources and how they apply it to daily life in terms of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast-paced, demanding and changing business environment.

Observation

It should be mentioned that in an overt method of research qualitative form is generally used. This is not to say that quantitative methods are not used in overt operations. However, during a covert operation mostly quantitative methods are used as qualitative method demands the direct and conscious involvement of the participants during a test. (Banerjee, 2005) One of the primary ways in which overt methodology is defined is in terms of its difference from the so-called ‘pure sciences’ such as physics, chemistry, biology, etc. Its use of theory and methodology is, therefore, closely related to this distinction. Academics of marketing often emphasize what too many of us are utterly obvious, that there is no certainty in the study of marketing sciences. This is because marketing not only deals with fiscal variables but also it deals with humanity, which is inherently transient. Taking this element of transience into consideration marketing scientists has to use not just quantitative but also qualitative methods of study. (Fletcher, 2005)

Interview

Obviously, it could be stated that formal communication is usually well planned and structurally sound. On the other hand, informal communications are, revealed in studies, brief, unplanned, and frequent. Informal communication supports a number of different functions: the execution of work-related tasks; coordination of group activity; transmission of culture and social functions such as team building. (Lamb, 2004) Its importance is shown by research into scientific collaboration demonstrating that physical distance is a strong predictor of whether scientists will co-publish because people who are physically collocated are more likely to communicate frequently and informally. Questionnaire studies also suggest that physical proximity supports frequent opportunistic conversations, which are vital to the planning and definitional phases of projects. Other questionnaire studies support the effects of proximity and hence informal communications on social and cultural knowledge. Researchers are more likely to be familiar with, and to respect the work of colleagues who sit close to them.

Documentary

All these variables are considered as very relevant and important features of the statistical method and it is to be seen if these aspects are fundamentally acceptable in the practical world and it could well be mentioned that service, especially the commerce service industry, is a very relevant manifestation of the social dimensions. As a result, if the test is carried out in a proper manner with proper calculations of the population involved then there is no reason that the results would be both logical and true at the end consideration.

Subject Selection

The variables involved would also include age groups, amount of education, and understanding of security needs and responsibilities. Other variables may be inclusive of the economic standings of the potential stakeholders of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast-paced, demanding and changing business environment, the physical market, along with the same standings for the stakeholders at the edge of the market segment interviewed. A third series of variables includes the types of studies that are managed and the cultural background of the stakeholders at each of these areas. The research paradigm considered by the researcher in regard to this work included the consideration of groups and how strategically developed planning would target them. These considerations included in management and how the different respondents would in fact classify usage of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment.

Subject Selection for Observation

It should be noted that reliability for the researcher was achieved in the assurance that only a specified group of men and women were utilized in regard to the research. That group was focused mostly on stakeholders and retails along with administrative personnel. This gave the research a more focused view of the research goal. The validity was managed as a result of this focus and emphasized in the considerations involved in the data collection, variables, and sampling methods. Privacy and confidentiality methods included assigning numeric and alphabetic coding to each responding questionnaire. This ensured anonymity in regard to the researcher and the subjects of the research process. Thus, the most important objective of the interviews regarding this study concerning the market segment of impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment. As a result the study would feature qualitative interviews of personnel and personalities that are well known to the arena of marketing and a huge amount of potential stakeholders who would provide complete views of their needs through as series of open and close-ended questions (Hall, 2006).

Subject Selection for Interview

The interviews and questioners would certainly include the Administrators, Managers, marketing experts and Scholar, senior managers and obviously the potential stakeholders of commerce system. The involvement of the administrators is a logical conclusion, as this is the main stronghold that would be able to render the impetus of the market with his valued opinions. It should be noted that the interviews of the organization managers would be very helpful as they are the personnel who directly understand the ground reality of the nature and feasibility of the game plans established in the market segments of the commerce. Marketing scholars and experts are also important for the basic strategy development these are the people who would be able to provide the theoretical framework of entire project. Interviews of the senior administrators, Journalists and retailer are very important because not only these people are well respected and their words highly valued, these are the people who are able to influence the structure of commerce market segment with their experience and insights. Lastly, interview would also be taken of experienced and potential consumers because they are the key objective of the entire scenario and these are the people who would actually present the objective of the market and would be instrumental directly to make the market worth venturing.

The data for this work was managed through a single questionnaire handed out to potential stakeholders of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment. The researcher utilized gender identifiers and numbers or letters to separate each questionnaire for validity and reliability of results and to ensure bias reductions. Each question had either a ‘yes’ or a ‘no’ answer or followed positive or negative reactions to certain questions. The process to deliver and collect these questionnaires would be spanned around approximately two weeks.

Subject Selection for Documentary

The objective in this study was to see the possible effect of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment would have on the market segment. The study would in fact be balanced in its validity and reliability by results in questionnaires delivered. The objective would be to discover whether a prior knowledge of management of market segmentation would be beneficial or detrimental toward the company and their understanding of the use of strategies as marketing tools. Data would be gained from a specific area for ease of accessibility and for targeted accuracy lending reliability and validity to the research process.

Conducting data collection

As descriptions of statistical methods that will be used it could be stated that in order to isolate the results for this particular study, only a survey questionnaire done would have been utilized. These questionnaires would be delivered to potential investors and stakeholders along with the administrators of the events. The results were divided into these same categories to ensure validity and reliability. General information in regard to identifiers was utilized in order to ensure that there would be no bias (Dollard, 2006).

Observation process

As descriptions of statistical methods that will be used it could be stated that in order to isolate the results for this particular study, only a survey questionnaire done would have been utilized. These questionnaires would be delivered to potential stakeholders and retailers along with the administrators of different companies. The results were divided into these same categories to ensure validity and reliability. General information in regard to identifiers was utilized in order to ensure that there would be no bias. This information provided the researcher with a more clarified view of perceptions in regard to the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment (King, 2006).

Interview process

The best statistical method would be to interview long well formulated day-to-day working procedure at a specific and well-selected location. Throughout the procedure, it should be noticed whether there are specific variables within the testable population or not. These variables would be extremely important while evaluating the basic data in the final stages where the adjustments would be made to the formulated data in accordance to the observations. However, it is important to completely take into account the aspects of fundamental variables of an individual such as ethnicity, religious belief or positive support from the sales structure of the management and individual.

Documentary process

In accordance to the basic test selected it could be stated that it could be possible that the outcome would be relatively logical in the sense that it would ultimately follow the trends of social facilitation theory in marketing and thus it would be agreeable with the statistical method and thus a well formulated marketing strategy can be constructed for assessment of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment. However, it should be stated that there would be few independent variables in the context of the test that could not be explained by the statistical method statements.

To sum it up it should be mentioned that the methodology will involve client interviews, client’s strategic stakeholder interview, company records, secondary research through the Internet and university database, it will also use strategic analysis tools for development of the marketing plan. In this context, it should also be mentioned that the purpose of the project is formulated in a mutually beneficial way such that from an academic perspective there would be a huge gain in the context of valuable experience, and simultaneously add value by providing insights as well as a fresh & objective outlook on any matter relevant to the organization.

Limitations and Threat

Limitations to the research would in fact include many different considerations. Those considerations are inclusive of the number of respondents and officials in the general vicinity. Other things that limit this research would in fact be the concerns of other levels of awareness including professionals of various genres that are not attending university. Background information in regard to how the respondents learn financial management is limited within the scope of the research and because of this, the information gained only brings limited reasoning behind the choices in financial management. Certainly, another limitation includes the ready acceptance to answer the questionnaires provided in regard to this research project. The numbers of students willing to volunteer this information even with assured anonymity provided several limitations toward tabulation and calculation accuracy in regard to percentages.

Observation

Ethical consideration should be put into consideration and implemented always. In instances where officials are to be deployed to work in the community, they should not misuse the power and authority bestowed on them. This is because some officers by virtue of being in possession of power and authority; they can continue acting in a coercive manner towards the community. This may damage the public order, which in the first place they were supposed to maintain. Officials should not take positions and start protecting their active supporters even when they are on the wrong since this can lead to bad perception of the officials by the public.

However, it should be mentioned there are certain limitations of the study. A number of people (usually senior administrators) may also insist that the consumers have no contribution to the issue. Many of them may think that consumers come into the working formulation only during the advertising scenario and never in the development plan of the marketing procedure. As a result they do not use the requisite strategic management techniques or adaptive methods that need to be exercised while developing a study such as this.

Interview

However, it creates a void in the test as this limitation can be overcome by taking the subject into better mode of confidence. However, at the same time, it should also be noted that there are certain limitations regarding the methodology of the interview aspect. It could be mentioned that past history has shown that it is not always people revealing a context in a survey or interview holds much truth in the long run in general sense. This is one variable that is able to corrupt any well-formulated strategically set formulations. However, this again is a possibility and not the general rule. At any case it should be noted that all steps would be taken with utmost care so that such variables are not allowed to upset the basic test of market segmentation beyond a certain permissible limit. If all these parameters are well implemented there could be no reason why a long-term strategy for operation in a full-length marketing penetration and procedure cannot be established.

Documentary

Factors that manage approval of studies such as this one in regard to the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment use and abuse on professional or office would include the verifiable reports of discrimination or mismatch by agencies including senior workers, boss and fellow employees. The rise in differences and such provide a very thorough glance into the behaviour of subjects. Reactions can also be generated that behaviour in the use of impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment paradox is affected by their ready knowledge of self-positioning along with related facts and figures. The researcher finds that the hypotheses made in the progression of the research would indeed have been validated through responses from the selected population. This further approves the necessity for further study and research into methods toward equilibrium in the environment relating to impact of the issue. The feeling that a better report would be generated if a there was a longer timescale on which the report would be based to show the changes and the states in which the IT service delivery department would possibly operate at before maturing within the organization into real value.

Analysis

The aim or research question of the paper was to determine whether if there are any changes in the context of the foreign influence and its effects on the game in the parameters of social, economical and industrial levels.

Data Collection Results

Analysis strategy included a full series of statistical diagrams of all information collected including positive and negative responses, gender variations and marital status. This strategy provided the researcher with a wider spread for the conclusions that became evident in regard to the researcher’s focus. This information was broken down into specific charts for the benefit of visual context. The visual context provided insight in regard to perceptions of credit use and considerations by collegiate consumers in regard to financial planning and execution.

Observation Results

Regarding whether positive or negative effects are seen or felt in regard to the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment, most respondents claimed positive effects were seen. That number included respondents with three claiming there were more negatives than positives. When asked whether the subjects felt targeted by media advertisers, the overwhelming response was yes with respondents stating this. The remaining three said they did not feel targeted. The respondents overwhelmingly responded positively toward the need of courses on the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment. When asked if administrative mentors were doing enough to educate employees, the response was negative for the majority of respondents. When asked whether professional area should provide impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment industry for subjects, the overwhelming majority said yes. The same response came in regard to having commerce and its significance on supply chain management from boss and other seniors working with the professional environment for educational purposes in regard to use and abuse of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment.

Interview Results

At the same note, it should be stated that the supporters were very enthusiastic about the foreign investments. 68% noted that the policy is a sure success whereas 12% thought otherwise. 9% were not sure about the developments and 8% were confident in the short term. 2% stated that it would not be beneficial in long term and only 1% said foreign investments would make no differences.

Analysis of information in regard to research managed by the researcher included complete and full understanding of the questionnaire. This understanding focuses in the use of the questionnaire created specifically for this process. It is the considerations realized within the questionnaires, no matter their simplicity, that will focus considerations in later chapters of this work. Within this section of Analysis and Findings there will be measurement of all responses in regard to the questionnaire.

Documentary Results

The researcher held awareness of the potential for study in regard to the social events and their use through many methods. Those methods include observation, interaction and extensive research. The awareness of the media discussions of men and women and the similar studies within this idea would in fact have influenced the choice made. The choice of analyzing how population amongst this particular social event population would in fact consider their social use and knowledge allows for a singular perspective isolated from the more broadly painted view including financial advisors, professors, families and more. The focus itself was on the social events and how they absorbed this information from the various resources available before applying it to their personal decisions.

Findings

Overall, the respondents to the questionnaires provided insight in regard to how many individuals are learning more and more about commerce and its significance in supply chain management. The understanding of this information gathered is proven in the statistics within the questionnaires that were completed and submitted. The research found that all respondents understood the material being requested and filled the questionnaires accordingly in timely fashion. This information was then examined thoroughly for consistency and validity. The researcher now understands that there is a great deal of diversity in the understanding of financial matters based on how those financial matters are taught to individuals whether through personal research, a parent, a bank representative, friends or other family members. The number of participants who pursued avenues toward understanding was surprising to the researcher in that there were far more to ask advice and to heed initial learning methods in regard to financial stability and individual concerns in the context of self-awareness.

Arising Issues Related to Usability Principles

Here the ethical consideration of the potential stakeholders or the ethnic background of the potential stakeholders may not be a very relevant factor. Thus, there could be some flaws to the collection of the population but if these aspects are kept in mind then the shortcomings would easily be negotiated during the ultimate computations. As a result, the test would appear to be a full proofed measure that would be able to define and prove the fundamental aspects and statistical method applied.

Usability and success of software systems

The study is formed with the purpose of gathering information about the current infrastructure and organization of the department and where it stands within the overall business plan. The features examined include technology tools used within the service delivery model like the Web based Helpdesk reporting tool, storage and data link capacity reports, application deployment, support procedures and the escalation processes to support customers locally and moving in and out of the region. Also externally with the types of tools offered to customers for example solutions for connectivity and whether they are seen by the customer as useful and current with the business needs. A report is then sort after, one that utilizes specific methods with data processing to determine current department performance statistics from gathered data together with user surveys conducted with IT customers in the organization.

Software product and user requirements or needs

The report initially examines the current level of performance and then looks at the possibilities with other management techniques and tools. With the IT business group changing its support model and style of business based and growth and future plans, the study and reports are challenged with the results being affected by numerous variables with different timelines. Some of these being the changes within the management structure that come with changes in management styles that may affect IT objectives and practices. Subsequently the utilized evaluation of the existing tools compared to traditional methods used for IT service Delivery provide some insight into the value and efficiency of such systems. This report concludes that the current tools and solutions offered are in need of additional features, however it is important to note the IT organization is in a rapid transition state with changes being implemented at all levels.

Usability value

The objectives will be addressed by using both primary and secondary sources. The primary research that will be used will be questionnaires and interviews. These sources will enable the author which will be I to gain an understanding of issues surrounding football commerce and corporate strategy and marketing in the context of the issue.

There are many advantages and disadvantages surrounding the primary research methods. The main advantages are:

• Immediate response rate
• Detailed information can be collected
• Feelings and emotions can be seen
• Questions can be thoroughly explained

As well as advantages, there are also disadvantages these are:

• Interviews might be biased
• Costly and time consuming
• Interview might be rushed due to time
• Volume of information might be large

The secondary sources that I shall use will include using books, newspapers and electronic journals to gain an insight to football commerce and international business issues.

I will also need to collect quantitative and qualitative data to overcome some of the objectives. This will involve interpretation of the results received from questionnaires and interviews from the managers and employees of IT businesses. If any statistical data is received then I will need to use data analysis methods.

There are two paradigms, which are Positivistic and Phenomenological. These contain the quantitative and qualitative research methods.

Positivistic research is made up of the following: quantitative, objective, deductive, formal, impersonal, large sample, low validity and high reliability research methods

Phenomenological research is basically the opposite of Positivistic research, which made up of qualitative, subjective, inductive, informal, personal, small sample, high validity and low reliability research methods.

• In order to discover football commerce issues for international business the first thing that I will need to do will be to get in contact with a manager from a small business. I will firstly get in touch with the business manager via telephone and from here I will arrange a formal face-to-face interview with the manager. A semi-structured interview will be planned before the interview so I will know what information is required. The primary method of research will benefit me, as it will enable me to get detailed information from the manager I need and also the information that I will have collected will all be accurate information
• In order to examine the international commerce issues for small business a self compiled questionnaire will be drawn up to ask employees and managers from other small businesses questions relating to football commerce issues. Interviews will also be arranged if more information is required from the employees/managers. The interviews will help me to collect detailed information from the managers and any question that
• A more comprehensive approach to identifying the football commerce issues would be to carry out secondary research on all the necessary points, which links in with the objective. The most useful ways to do this will be to use the internet as well as books, e-journals and information databases such as Mintel and Lexus.
• Once all the interviews and all the questionnaires have been handed back to me I will need to analyse all the data that will be received. I will use the data and produce graphs using Microsoft Office.

Evaluation

In analysis of the findings in the administrative and managerial level major 15 (75%) respondents were male and five (25%) were female out of the 20 respondents. 10 (50%) of the interviewed were married. All of the respondents were subjects. Eight (40%) respondents carry some sort of dilemma on the aspect of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment. Of that number (8) 2 subjects carry a grudge within themselves about the issue, 5 carry wish of approval and further development and only 1 mentioned a complete subjection to break even problem related to the issue. When asked whether the subjects would carry any further disturbance over the issue of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment, 8 said yes, 4 said no, the remaining were exempt due to no interface being in their possession. When asked whether respondents had ever experienced such problem, an overwhelming 14 answered yes while only six said no.

Discussions

When subjects were asked if they understood impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment 15 said yes, the remaining said no. Respondents were asked to determine whether they thought media consciousness relating to the matter affected work use in a positive or negative manner. The response for this was overwhelmingly positive with 17 responding favourably and only 3 responding negatively. The respondents were then asked if they understood impact of the issue and its significance on supply chain management and knew their position. Of these respondents, 16 understood their position in the administrative environment while three did not but only nine of the respondents had actual knowledge of their position over the issue.

Reflection

13 respondents gave this as their response when asked were they ready at the beginning in the context of impact of issue. Five also claimed that a professor had been beneficial in their learning. Office representatives comprised two responses to the inquiry and six employers. The numerous choices for other methods of learning impact of the issue included 1 books, 5 respondents claimed their friends, 9 said internet resources, and 3 said society while 2 would actually work in the field. The diverse, yet incredibly stratified methods for learning and understanding impact of issue provide the researcher with interesting insights on how well these management methods are learned. Of the respondents to the questionnaire, the majority, including 16 respondents stated that they did inquire as to advice prior to application toward impact of the issue. This is intriguing to the researcher as it proves that subjects are understanding more and more in regard to their professional stature.

Conclusion

In conclusion, impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment industry can aid small to medium sized units of organizations in greatly improving performance and productivity. The model is based on the importance of communication between organizations and employees along with other stakeholders and clients. The development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment has close links to Supply Chain Management and both together help to boost efficiency and significantly impact productivity. (Fletcher, 2005) According to 72% of the population interviewed it was certain that the issue would help the league in the long run. Only, 20% responded negatively. The rest were not certain about the future developments.

On the managerial aspects impact of the development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment industry streamline operations because the need for paper data is done away with and reduces the need for clerical inputs. This facilitates system integration. Therefore, the unit is closely connected with vendors and stakeholders through an appropriate information base, which can be changed to the situation. The business alignment reaps huge savings for the manufacturer owing to costs saved by timely information. The development of proper IT Service Delivery Management practices and procedures in relation to support for a fast paced, demanding and changing business environment also has an impact on tightening of order time lags between a stakeholders and end customers. Here the positive respond to development were about 64%. The global platform also enables the movement of goods directly between producers and suppliers and stakeholders. This removes an additional layer of intermediaries in the cost chain and truly realizes value along the chain. It will be interesting to watch if larger units and corporations to realize even bigger gains can adopt impact of issue.

Future Research

It is obvious that there are more scopes of research left in this context and further works on the subject would help the community to develop and proceed on a renewed outlook on the subject. This is necessary and it is recommended to follow up this research with further surveys and works.

References

1. Banerjee, D; (2005); Details from Medical Journals of AIIMS; New Delhi: AIIMS
2. Berkowitz, L., (2004); Economic Aggression: Its Causes, Consequences, and Control; New Haven and London: Yale University Press
3. Border, S; (2002); Fire of the Mind; Wellington: National Book Trust
4. Dollard, John & Doob, Leonard W; (2006); Aggression in Decision Building; New Haven and London: Yale University Press
5. Fletcher, R; (2005); Principals: Beliefs and Knowledge; Believing and Knowing; Dunedin: Howard & Price
6. Hall, T. 2006, Urban Geography, Routledge Contemporary Human Geography Series; 3rd Ed, & Francis Routledge, London, New York
7. King, H; (2006); Management Principals Today; Auckland: HBT & Brooks Ltd
8. Lamb, D. 2004, Cult to Culture: The Development of Civilization; National Book Trust, Kolkata
9. Rigby, B & Porges, F. 2005, Design of Services, 4Th Ed. Taylor & Francis Routledge, New York
10. Sen, S; (2001); Difference between Thinking and Acting in Global Economics; Bloemfontein: ABP Ltd.
11. Sioros, D. 2000, Building for the 21st Century: Energy and the Environment, Fairmont Press, Lilburn, Ga