ROGER CARTWRIGHT, previously Director of the Centre for Customer Relations and Deputy Head of the Faculty of Business Management and Computing at Perth College, is a consultant and writer specialising in management skills, organisational behaviour, customer relations and tourism.Roger has worked with a large number of organisations, and is the author of a range of books designed for students and practitioners.

• GlossaryPrefaceIntroductionInternal and External AnalysisSocial AnalysisPolitical AnalysisEconomic AnalysisCultural AnalysisTechnological AnalysisAesthetic AnalysisCustomer AnalysisLegal AnalysisEnvironmental AnalysisSectoral AnalysisFuture Trends and CasesBibliographyUseful Web PagesIndex.

ROGER CARTWRIGHT, previously Director of the Centre for Customer Relations and Deputy Head of the Faculty of Business Management and Computing at Perth College, is a consultant and writer specialising in management skills, organisational behaviour, customer relations and tourism.Roger has worked with a large number of organisations, and is the author of a range of books designed for students and practitioners.

• GlossaryPrefaceIntroductionInternal and External AnalysisSocial AnalysisPolitical AnalysisEconomic AnalysisCultural AnalysisTechnological AnalysisAesthetic AnalysisCustomer AnalysisLegal AnalysisEnvironmental AnalysisSectoral AnalysisFuture Trends and CasesBibliographyUseful Web PagesIndex.

ROGER CARTWRIGHT, previously Director of the Centre for Customer Relations and Deputy Head of the Faculty of Business Management and Computing at Perth College, is a consultant and writer specialising in management skills, organisational behaviour, customer relations and tourism.Roger has worked with a large number of organisations, and is the author of a range of books designed for students and practitioners.

• GlossaryPrefaceIntroductionInternal and External AnalysisSocial AnalysisPolitical AnalysisEconomic AnalysisCultural AnalysisTechnological AnalysisAesthetic AnalysisCustomer AnalysisLegal AnalysisEnvironmental AnalysisSectoral AnalysisFuture Trends and CasesBibliographyUseful Web PagesIndex.