Jumat, 26 November 2010

[J483.Ebook] Free Ebook Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A), by The Disney Institute, Theodore Kinni

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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A), by The Disney Institute, Theodore Kinni

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.

  • Sales Rank: #6905 in Books
  • Brand: Disney Institute (COR)/ Kinni, Theodore/ Staggs, Tom (FRW)
  • Published on: 2011-11-08
  • Released on: 2011-11-08
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.50" h x .75" w x 6.50" l, 1.00 pounds
  • Binding: Hardcover
  • 224 pages

About the Author
Ted Kinni has authored thirteen business books. He has ghostwritten seven books for Booz & Company, Prime Resource Group, The Walt Disney Company, LIF Group, and IMPAQ, Inc. He is also an active business journalist, whose articles and book reviews have appeared in a wide variety of periodicals, including cover stories in Harvard Management Update, Across the Board, Training, Selling Power, Quality Digest, and Corporate University Review.

Most helpful customer reviews

68 of 69 people found the following review helpful.
A Former Cast Member's Response
By Paul T. Smith
As a former cast member of Walt Disney World, and one who has read widely on Walt Disney and his creative genius, I approached this book with high expectations. Would Theodore Kinni be able to capture the essence of the practical magic of WDW? He does! Cast members often speak of "pixie dust" falling upon them--either you have it or you don't. Those who do are happily driven by the principles referred to in this book. I spent countless hours in heat, humidity, and occasional raging thunder storms to help bring happiness to our guests. It was great fun to sneak up behind a harried father who was attempting to get his weary children to smile for the camera. A few quick mugs from me almost always brought the grins Dad was looking for. Offering helpful directions. Keeping a straight face when asked "interesing" guestions: "Is that real water?" "No, Ma'am, that's Disney water!"

A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!

So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.

55 of 56 people found the following review helpful.
Outstanding Book About Disney, By Disney
By Matthew Dodd
I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.

I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.

After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:

"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."

Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

43 of 43 people found the following review helpful.
Changing the environment of care
By Yellow Bird
I am a health care administrator and I liked the book so much I bought copies for all of my department managers. Within a week after giving the books, I started seeing the patient environment change for the better. A really good investment. Causes a person to think differently about how to create a desirable environment for care.

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Rabu, 17 November 2010

[R205.Ebook] Free Ebook Nurse's Quick Check: Diseases, by Springhouse

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Nurse's Quick Check: Diseases, by Springhouse

Nurse's Quick Check: Diseases, Second Edition presents vital information on over 450 diseases in an easy-to-scan format using bulleted lists, charts, and illustrations. Each disease is covered on a two-page spread that includes pathophysiology, causes, risk factors, complications, assessment, treatment, nursing interventions, outcomes, and patient education. Life-Threatening Disorder banners indicate the most serious diseases. Alert icons highlight crucial patient safety information.

This edition covers fifteen new diseases, includes a newly updated rare disease appendix, has more illustrations, includes prevention guidelines sidebars, and has Special Populations icons indicating clinical tips for pediatric, geriatric, and other patients. Enhanced treatment sections in each entry include names of individual medications.

  • Sales Rank: #111800 in Books
  • Brand: Lippincott Williams & Wilkins (COR)
  • Published on: 2008-04-03
  • Original language: English
  • Number of items: 1
  • Dimensions: 10.00" h x 7.00" w x 1.50" l, 2.60 pounds
  • Binding: Paperback
  • 950 pages
Features
  • Used Book in Good Condition

Most helpful customer reviews

3 of 3 people found the following review helpful.
Positive Reviews are RIGHT ON TARGET!
By K. Patterson
I am an older RN student changing careers into nursing. Before class and clinicals I didnt have much exposure to hospitals so it takes me a little longer to learn and get acquainted with the material and where to look for it. In clinicals this book is helpful in giving me an overview that includes a description of the disease/diagnosis, the pathophysiology, causes, Risk factors (which you can use to help you pick a risk for NANDA), Incidence which tells you what part of the body can have affects or perhaps if it is more in men or women, a common characteristics section (i.e. tenderness, pain, erythema, warmth, edema...) complications (i.e. sepsis, DVT, progressions of cellulitis...), what to assess for (i.e. fever, chills, warmth and tenderness of the skin...) physical findings, test results i.e. what lab results to look for (helpful when doing your care plans later and you are relating your labs to your patient), and treatments with a medication section that lists the classes of drugs most commonly used, and surgery. There is also a Nursing Considerations section with a goal or "key outcomes" section (pt goals), a nursing interventions section (general more like nonpharmacologic like raising HOB 30 degrees), a "monitoring" section with items to monitor like pain, vitals, and edema. And lastly, a pt teaching section that has discharge planning listed (these 4 sections are really helpful to follow when choosing your interventions for your care plan as they really keep you on track). As one of the reviews stated this is all on a 2 page format that looks very similar to their davis drug book layout, but with all of it laid out in bulleted lists. Other students were ordering their own after they saw mine. The soft cover is laminated too which makes it easy to wipe off. I will absolutely be using this not just for school but after as well when I start working. This really helped me to improve my care while in clinicals and increase comprehension when doing my care plans. Because this has 460 diseases/conditions listed it would have been great if they had a "Possible NANDA section" like the Tabers dictionary has for each disease they list in the back but alas something to improve on, and maybe will be in later editions.

3 of 3 people found the following review helpful.
The best book to buy for nursing students! a lifesaver :)
By SUSAN M JOHNSON
I wish I had found this book earlier in my nursing studies. Of all the of books I have bought while in nursing school, this is my absolute favorite! It's loaded full of information, but in an incredibly easy format to use. Each disease is on only 2 pages, so no page turning. It's right there in front of you, categorized perfect with all the pertinent information needed in nursing and in school right down to goals and interventions. My only regret is how much money I spent before finding this book on other books to help me get thru nursing school. It will go with me everywhere for the remainder of school and my career! I also like that it's not a hardcover, but not a soft cover either. It's a sturdier soft cover type material which makes it easy to carry and doesn't add much to the weight of my backpack when going to and from places. If you're in nursing school, you know what I mean.
I give this book 5 stars!

2 of 2 people found the following review helpful.
EXCELLENT Resource!
By PaganDeva2000
I used this book while in nursing school, and continue to use this as a resource. Currently, I work in a hospital clinic. It covers illnesses in all domains- med-surg, pediatrics, OB/GYN and psych. When I float to clinics I am not that familiar with, I bring this book, along with the Quick Check Diagnostic Tests book. Am able to fully explain to the patient what is going on. Can refamiliarize myself with conditions I studied in school. Is a win-win!

See all 32 customer reviews...

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Sabtu, 13 November 2010

[H257.Ebook] Free Ebook California Real Estate License Preparation, by William H. Pivar, Dennis J. McKenzie

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California Real Estate License Preparation, by William H. Pivar, Dennis J. McKenzie

Thousands of real estate professionals like you have successfully prepared for and passed their California Real Estate license exam using this classic prep guide. The text provides a complete background in California real estate principles and reflects the most recent changes in California real estate licensure requirements while delivering more than 1,700 quality real estate exam questions and three 150-question review exams for complete exam preparation. You'll also appreciate how the authors provide helpful instruction and hands-on experience in examination techniques.

  • Sales Rank: #393035 in Books
  • Published on: 2007-09-07
  • Original language: English
  • Number of items: 1
  • Dimensions: .87" h x 8.52" w x 10.90" l, 2.22 pounds
  • Binding: Paperback
  • 448 pages

From the Publisher
Comprehensive and hands-on in approach, this text is designed to prepare students to take -- and pass -- the California Real Estate Salesperson and Broker examinations.

From the Back Cover
This comprehensive reference is designed to prepare students to take -- and pass -- the California Real Estate Salesperson and Broker examinations. It provides a complete background in California real estate principles, and offers instruction and hands-on experience in examination techniques. Chapter topics include methods of acquiring title, deeds, estates and methods of holding title; encumbrances, liens, and homesteads; real estate agencies and contracts; practical mathematics; finance, loans, and the Secondary Mortgage Market; appraisals; the role of escrow and title insurance companies; landlord and tenant relations; and much more. For individuals trying to successfully complete the California Real Estate Salesperson and Broker examinations, and for consumers of real estate who want to successfully complete their purchasing or leasing transactions in the state of California.

Most helpful customer reviews

40 of 43 people found the following review helpful.
Complete the questions in this book and you will pass
By A Customer
This book is a rigorous study book. And it is a lot less expensive than taking a cram course. It is the only thing I studied and I passed the first time!! Now I just wish there was a companion book for the Broker's exam!!!

17 of 17 people found the following review helpful.
Invaluable
By Bob C
Prior to taking my California Salesperson exam I took all 8 classes that I'll need for my broker's license. Each of these classes was a correspondence course and each used books by the author Huber, sometimes with co-authors. I thought these books were very poor and have written so in a few reviews. After having passed all 8 courses I thought all I had to do to prep for my salesperson exam was review my notes from those books. (I had to create my own outline of the material because I found those books so confusingly organized.) Luckily a few days before my exam, I was at my public library and thought I'd look to see if there were any exam prep books. I found this book my Pivar & Mackenzie and took it out. Good thing I did. I really only had a Sunday and a Monday evening left to study for the test, but I read through the Pivar book during that time. It was well organized and clarified some material that I previously didn't understand because the material in the Huber books are so poorly written and presented. Even more importantly, the Pivar book included a lot of material that I had not seen, even having taken 8 classes. The practice exams in the Pivar book were also very good at forcing one to understand the material. Unfortunately, I didn't have time to go through many of the practice exam questions before my exam.

Well, I passed my exam yesterday. As I was taking it, I was shocked by how many questions I would not have understood if I had not read through the Pivar book. This book is very well organized and well written. I highly recommend it.

26 of 31 people found the following review helpful.
Great book!
By A Customer
I baught this book at first just so I can see how I would feel about getting into real estate. Let me tell you, I studied the book, took the C21 course (we went over the same material that was in the book but rushed through it in class)then took and finished my state exam in a little over a half hour (3-31/2 hour test if I remember correctly).
Believe me when I say, this book helped me a lot. I don't think I would have past the state exam with just taking the crash course.
I have been in real esate for a year now :). Thank you, Mr. Pivar

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Rabu, 10 November 2010

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Dueling; The Cult of Honor in Fin-de-Siecle Germany, by Kevin McAleer


The question of what it takes "to be a man" comes under scrutiny in this sharp, often playful, cultural critique of the German duel--the deadliest type of one-on-one combat in fin-de-siécle Europe. At a time when dueling was generally restricted to swords or had been abolished altogether in other nations, the custom of fighting to the death with pistols flourished among Germany's upper-class males, who took perverse comfort in defying their country's weakly enforced laws. From initial provocation to final death agony, Kevin McAleer describes with ironic humor the complex protocol of the German duel, inviting his reader into the disturbing mindset of its practitioners and the society that valued this socially important but ultimately absurd pastime. Through a narrative that cannot restrain itself from poking fun at the egos and prejudices that come to the fore in the pursuit of "manliness," McAleer offers both an entertaining and thought-provoking portrait of a cultural phenomenon that had far-reaching effects.


The author employs a wealth of anecdotes to re-create the dueling event in all its variety, from the level of insult--which could range from loudly ridiculing a man's choice of entrée in an upscale restaurant to, more commonly, bedding his wife--to such intricacies as the time and place of the duel, the guest list, the selection of weapons and number of paces, dress options, and the decision regarding when to let the attending physician set up his instruments on the field. As he exposes the reader to the fierce mentality behind these proceedings, McAleer describes the duel as a litmus test of courage, the masculine apotheosis, which led its male practitioners to lay claim to both psychic and legal entitlements in Wilhelmine society. The aristocratic nature of the duel, with its feudal ethos of chivalry, gave its upper-middle-class practitioners even more opportunity to distinguish themselves from the underclasses and other marginalized groups--such as Socialists, Jews, left-liberals, Catholics, and pacifists, who, for various reasons, were stigmatized as incapable of "giving satisfaction." The duel, according to McAleer, was thus a social mirror, and the dueling issue political dynamite.


Throughout these accounts, the author sustains a personal voice to convey the horror and fascination of what at first appears to be simply a curious fringe activity, but which he goes on to reveal as an integral element of German society's consciousness in the late nineteenth century. In so doing, he strengthens the argument that Germany followed a path of development separate from the rest of Europe, leading to World War I and ultimately to Hitler and the Nazis.


Originally published in 1994.


The Princeton Legacy Library uses the latest print-on-demand technology to again make available previously out-of-print books from the distinguished backlist of Princeton University Press. These paperback editions preserve the original texts of these important books while presenting them in durable paperback editions. The goal of the Princeton Legacy Library is to vastly increase access to the rich scholarly heritage found in the thousands of books published by Princeton University Press since its founding in 1905.


  • Sales Rank: #2532391 in Books
  • Brand: Brand: Princeton University Press
  • Published on: 1994-10-03
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.75" h x 6.50" w x 1.00" l,
  • Binding: Hardcover
  • 288 pages
Features
  • Used Book in Good Condition

From Library Journal
According to McAleer (history, Free Univ., Berlin), the ritual violence of a culture defines that culture. Here he argues that dueling in Wilhelmine Germany, although only practiced by an aristocratic minority, helped shape German attitudes toward honor, manhood, women, and other countries. McAleer gives a fascinating glimpse into a deadly icon of the German popular imagination during the Kaiserreich. Whether or not one was of sufficient rank to be able to give satisfaction in a duel of honor defined one's status. McAleer has a strong sardonic sense of humor that seems out of place in a scholarly book, and his conclusion that the duel was symptomatic of Germany's Sonderweg, or peculiar path, which led to the Nazis, is at best questionable. Nevertheless, this is an accurate look at a misunderstood topic in German culture with few comparable books in English. Recommended for academic libraries with a strong German studies collections.
Randall L. Schroeder, Augustana Coll., Rock Island, Ill.
Copyright 1994 Reed Business Information, Inc.

Review
"[The book] contains excellent material on the mechanics of the duel, and penetrating passages on every subject it deals with. McAleer is often clever and always spirited."--David Blackbourn, London Review of Books



"[A] well-researched and entertainingly written study."--Richard J. Evans, The Times Literary Supplement



"[An] engaging and valuable monograph. . . . [McAleer] has presented his account with verve, wit, and a rich and colorful vocabulary. . . . This book deserves an established place in the bibliography on modern German society."--Vernon L. Ludtke, American Historical Review



"A positively captivating look at turn-of-the-century Germany. . . . "--D. R. Dorondo, The Historian



"[McAleer] argues that dueling in Wilhelmine Germany, although only practiced by an aristocratic minority, helped shape German attitudes toward honor, women, and other countries. . . . a fascinating glimpse into a deadly icon of the German popular imagination."--Library Journal



"Between 1871, when the Franco-Prussian war ended, and 1914, when the first world war began . . . German officers kept boredom at bay by killing each other in pistol duels. . . . Kevin McAleer's book is extraordinarily comprehensive, taking the astonished reader through the dueling ritual from first provocation to final death agony."--The Economist



"Kevin McAleer has dispelled any romanticism surrounding the nineteenth-century German duel. . . . [He] wholeheartedly enters into the fascinating intricacies of dueling. . . . [and] keeps his moral indignation at bay, with a tone of ironic humor throughout."--Alexander Rose, Literary Review



"[This] portrait of Germany's dueling classes is vivid and appalling. It fully illustrates the book's wonderful epigraph, taken from W. Somerset Maugham: "Man has always found it easier to sacrifice his life than to learn the multiplication table."--Lee Lescaze, Wall Street Journal



"Kevin Mcaleer has spent five years researching the fin-de-siecle German duel. . . . The results . . . are contained in this intriguing book. One is left staggered at the triviality of the causes for which men were willing to risk death. . . . and at the pretentiousness of the pseudo-chivalrous etiquette of the German duel."--Sunday Telegraph (London)


". . . [a] lively, opinionated account of dueling in Germany. McAleer is thorough about the weapons, the customs, even the proper dress for dueling, and he's properly sardonic about the adolescent code of honor that perpetuated it."--Men's Journal



". . . the book has many virtues. It contains excellent material on the mechanics of the duel, and penetrating passages on every subject it deals with. McAleer is often clever and always spirited."--London Review of Books



"[An] unusually lively, informative, and provocative description and interpretation of the duel in recent Germany's cultural, social, and legal history. . . . McAleer concludes persuasively that Germany's dueling tradition . . . leads inexorably to Nazism, a finding that ensures controversy. Based on archival and rare published materials and belles lettres, with illustrations and bibliography, this is a refreshingly unconventional, suggestive, and strongly recommended study."--Choice



"A positively captivating look at turn-of-the-century Germany.... The phenomenon of the affair of honor must, as it now appears in light of McAleer's efforts, be considered if one is to understand more completely the critical role of Germany's post-1890 internal evolution or that country's place in modern Europe."--D. R. Dorondo, The Historian

From the Back Cover

"In one fascinating chapter after another, the author demonstrates that dueling and its ideological foundation, the chivalrous code of ethics, were both a feudal and a modern phenomenon. . . . [S]imultaneously learned, informative, and most amusing."--Istvan Deak, Columbia University


"McAleer impels us, with a unique and personal voice, to reconsider the basic nature of late nineteenth-century German society."--Jonathan Sperber, University of Missouri, Columbia


Most helpful customer reviews

1 of 3 people found the following review helpful.
This book covers the subject
By alex critchfield
In addition to the dueling aspect which is the subject of this book, it provides an interesting look into the lifestyle of end of the century europe. A few sections come off a bit dry and must be pushed through but that is to be expected in any informative work. One thing I was slightly disappointed with is a lack of a section detailing actual duels the author researched. Weaponry, style, result, and the pretext which started conflict would make for a nice appendix. I would recommend this book to people who wish to look at history from a different perspective instead of just wars and revolutions.

0 of 0 people found the following review helpful.
Wonderful!!!!!
By P. M. Payes
Quite a lot of insight into the world of German dueling....Dr. Evil has a mansuer scar....shouldn't you?

Seriously....GREAT read!!!!!!!!!!!!

0 of 1 people found the following review helpful.
Five Stars
By Susan Sausser
All as expected

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The best-selling text/reader on academic writing, now in a high school hardcover edition.

“They Say / I Say” with Readings shows that writing well means mastering some key rhetorical moves, the most important of which is to summarize what others have said ("they say") in order to set up one's own argument ("I say"). Templates help students make these moves in their own writing, and 40+ readings demonstrate the moves and prompt students to think―and write.

  • Sales Rank: #328402 in Books
  • Published on: 2014-12-18
  • Original language: English
  • Number of items: 1
  • Dimensions: 7.70" h x 1.30" w x 5.70" l, 1.62 pounds
  • Binding: Hardcover
  • 746 pages

About the Author
Gerald Graff, a professor of English and education at the University of Illinois at Chicago and 2008 president of the Modern Language Association of America, has had a major impact on teachers through such books as Professing Literature: An Institutional History, Beyond the Culture Wars: How Teaching the Conflicts Can Revitalize American Education, and Clueless in Academe: How Schooling Obscures the Life of the Mind.

Cathy Birkenstein is a lecturer in English at the University of Illinois at Chicago. She has published essays on writing in College English, and, with Gerald Graff in The Chronicle of Higher Education, Academe, and College Composition and Communication.

Russel Durst, who edited the readings in "They Say / I Say" with Readings, is head of the English Department at the University of Cincinnati, where he teaches courses in composition, writing pedagogy and research, English linguistics, and the Hebrew bible as literature. A past president of the National Conference on Research in Language and Literacy, he is the author of several books, including Collision Course: Conflict, Negotiation, and Learning in College Composition.

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96 of 102 people found the following review helpful.
My Ivy League mentor impressed by improvements I made using tips from this book
By Sarah R.
I am in a Ph.D. program at Cornell University, but having already completed an undergrad and a Master's degree, I thought my writing was pretty good. However, after using the tips from this book, my Ivy League professor told me my work had substantially improved. I absolutely recommend this book to anyone looking to improve their writing. I also recommend "Making Sense in the Life Sciences: A Student's Guide to Writing and Research" for anyone looking to help organize lots of information into a logical flow/argument.

29 of 30 people found the following review helpful.
A Major Resource for Incorporating Others' Ideas into a College-Level Argument
By Dbrady3702
This book could be used for advanced HS students in its entirety. With scaffolding, the book is a fruitful resource for explaining and supporting the writing of the college level argument. The templates, though they may seem simplistic or mechanical, provide helpful models and scaffolds for the many "moves" in the written argument. The book doesn't cover rhetorical devices, but I have found that teaching each separately helps students.

The explicit professional examples and the templates address one of the greatest difficulties in the writing of so many students, incorporating quotations smoothly, what "They Say," and helping students maintain their voice in what "I say."

18 of 19 people found the following review helpful.
Writing a dissertation ;0)
By Tall Texan with Curves
I am writing my dissertation for my doctorate and this book is GREAT because it helps with writers block. It gives you phrases to help you get your thoughts going. It is extremely well organized and has been mentioned in several You Tube instructional videos I have watched.

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  • Sales Rank: #10022004 in Books
  • Published on: 1990
  • Binding: Paperback
  • 67 pages

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