Ethical Issues Within The Workplace - 1375 Words

responsible organizations like Nike consider the effect of their activities upon all stakeholders. What is asked that the business is ethically and socially accountable and when the stakeholder assembly converts disgruntled, the character of the business gets smudged as the argument of sweatshops smeared the character of Nike. The circumstance that is being discussed is the concern of Nike doing the right thing; to be ethically answerable. Ethics can be demarcated as the code of moral moralities and standards that benefits to accomplish the presentations of the employees with respect to what is correct and anything that is not. To be ethically answerable, Nike pronouncement manufacturers must perform with impartiality,†¦show more content†¦What occurred is that the numerous protagonists that the horded administrations of the diverse country such as Indonesia engaged in this precise global industry’s procedures remained that they look the other way as Phil K night did concerning the underprivileged operational environments of the industrial plants. An additional role that these governments played was that they did not do anything about the very low wages of the workers for example, in Indonesia, the workers were paid a measly $1.25 each day but the corporeal salary in Indonesia was essentially $3 each day. As noted, none of these governments ensured to do whatsoever about child labor snags or the sweatshop glitches (A.Kearly 2011). Ethics can be further obviously implicit when it is linked with manners that essentially rule the laws and unrestricted selections. There are excessive agreements of corporations that get in calamities with the condensed interpretation that varieties are focused either by law or free collection. As values of ethics and social responsibility are additional sketchily predictable, the corporations can practice codes of ethics and their commercial philosophies to oversee comportment, thus rejecting the prerequisite for supplementary laws and dodging the difficulties of unfretted stipulations. Here are dissimilar varieties of controllingShow MoreRelatedEthical Issues Within The Workplace1302 Words   |  6 PagesThe purpose of this paper is to discuss ethical concerns in the workplace. Also, to explain how the ethical concerns are handled, managed and eliminated. My intent is to address the issues within the framework we studied during the course of the ethical theories (Relativism, Utilitarianism, Virtue Ethics, etc.) and compare the situation in which it is handled to such theories. The events will be analyzed within the context of one or more of the ethical approaches we have also studied, such asRead MoreEthical Issues in Management Essay1199 Words   |  5 PagesEthical Issues in Management Charles Hall Axia Student Diversity in the workplace refers to the stark contrast of individuals within the same work environment. Many moral and ethical issues are faced by managers every day concerning diversity. Social Issues and ethically responsible management practices relate to workplace diversity in simple but important ways. Ethically it is irresponsible for managers to manage diversity in the workplace by acting insensitively towards employees. There areRead MoreBusiness Ethics And Ethical Practices1503 Words   |  7 PagesBusiness ethics and ethical practices have been focuses by many businesses in recent years. Business ethics can help the company to create and develop it workplace culture as well as to increase the productivity of employees. Due to the rapidly change and improvement of technologies, ethical practices within of the workplace have also been changed with the raising of new ethical issues. Many studies and researchers have indicated that it is very importance to identify and unders tand the impact ofRead MoreEthical Issues Of Business Environment850 Words   |  4 Pagesenvironment, companies can face a number of ethical issues that require making hard and often dissatisfying decisions. In this context, it is necessary to mind ethical norms as well as results of actions taken in order to keep the efficient communication across companies and keep the right balance in communication with colleagues, subordinates as well as mangers (Horton, 2015). Taking into consideration that there can be distinguished a range of ethical issues that pertain only to certain types of organizationRead MoreEthical Issues Associated With Religion949 Words   |  4 Pagesimportant matter in the workplace. This is because of the ongoing religious diversity within the working environment. In today’s world, businesses employee individuals from different countries and religious backgrounds who may practice their beliefs in a variety of ways. There are ethical issues associated with religion in the workplace such as religious harassment, attire, and practices. We have the right to practice our religious beliefs without the interference of these issues which can result fromRead MoreWorkplace Ethical Dilemma Essay1301 Words   |  6 Pages+ Workplace Ethical Dilemma Tanya W. Cooper BSHS/332 Professional, Ethical and Legal Issues in Human Services April 16, 2012 Kathleen Roberts Everyday individuals are faced with issues associated with ethical dilemmas. Ethical dilemmas involve an individual’s behavior toward a moral standard, which may have been established from previous generations and passed along. In upholding the standards taught individual may be forced to take a particular action involving a decision when a behaviorRead MoreWorkplace Bullying : An Analysis Essay1313 Words   |  6 PagesWorkplace Bullying: An Analysis Workplace bullying is defined as the repeated, heath-harming mistreatment of one or more persons (targets) by one or more perpetrators within an organizational setting. It is abusive conduct in the workplace that is threatening, humiliating, or intimidating. Workplace bullies often utilize verbal abuse or sabotage to control and torment their targets through acts of commission (doing things to others) or omission (withholding resources from others). Unrestrained workplaceRead MoreEthical Issues Within The Field Of Human Resources1657 Words   |  7 PagesOrganizations are increasingly facing problems with ethical issues in the field of human resources. Among the biggest ethical concerns businesses faced are the quality of work life, diversity at the workplace, worth of an individual, impartiality of human resources managers, and fair remuneration of employees. These issues present challenges mainly due to attaining a balance between the interest of the organization and requirements of employees. Ranking them based on effect on productivity and organizationalRead MoreThere Are Many Factors In An Organisation That May Lead1727 Words   |  7 PagesThere are many factors in an organisation that may lead to deviant workplace behaviour and such behaviour is not wanted, managers must generate strategies to reduce this behaviour within their organisations. The term, deviant workplace behaviour, is defined as behaviour, that is intentional, that violates important organisational models and while this is happening, it may be threatening the wellbeing of the organisation or its members (Robbins, Judge, Millett, Boyle, 2014, p. 21). A manager’s bestRead Moreethics in the workplace Essay1320 Words   |  6 Pages How do Workplace Ethics Apply to the Goals of an Organization and the Work of Employees? Abstract Ethics in the workplace are viewed in the business world as an attempt to communicate its expectations and standards of ethical behavior in the workplace. In recent years, managers and workers have expressed concerns about how ethics in the workplace apply to the goals of an organization and the work of the employees. The Ethics Resource Center

Joining in Counselling - 2475 Words

Introduction Counselling, in the profession, refers to the creation of relationships that are helpful and positive between a counselor and a client. Counselling is intended to aid in adjustment and growth. Usually a client come to counsellors when they do not how to change so that they can lead a better and satisfying life. There are many skills and concepts that makes a great counsellor but in this essay, I will go back to the most fundamental basic skill which is joining. As with all counselling sessions, joining with the client is very essential to build the rapport with our client so that we are able to work together to identify and achieve the contracted goals. Having a good rapport with client is one of the active†¦show more content†¦Counsellor can noncoercively invite client to talk by using door opener like You dont seem to look very happy. you seem to be burdened by something. Care to talk about it? For clients who plunge straight to their issues, this will not be necessary. But sometimes, client might be in the midst of conversations, and might show signs that he is unsure of continuing, door opener like Im interested in hearing more about it. may help facilitate the conversation. Moving further on in the counselling session, the counsellor must be able to tune in with client. Being on the same wavelength is important aspect of joining. By tuning in to the other individual past experiences that made them who they are today, we will be able to understand their beliefs and principle is life whoich resulted from their each unique experiences. By doing so, we will be able to respect and value our client as an individual thus building mutual respect between us and the client in the relationship. This will also refrain us from talking down to our client but instead will be able to get along well. This is what we need to acheive as counsellors. Listening is a vital component of joining as we will be attending to clients who expect solutions from their counsellor. The primary role of a counsellor is to deliberately and intentionally listen to our client. Before expecting solutions, they will unload what is troubling them. If the counsellor talk and input alot intoShow MoreRelatedThe Importance of Ethics in Counselling904 Words   |  4 Pagesspiritual values. Within the counselling profession however there is a strict ethical framework which must be adhered to. This framework has been developed over the years to insure integrity, confidentiality, and responsibility on the part of the counsellor. In this essay I will discuss briefly the importance of ethics within the counselling profession, I will also outline a few of the major ethical dilemmas that might possibly arise while working in the field of counselling. â€Å"The primary role ofRead MoreStrategies For Improving Hiv Counselling Services Essay1450 Words   |  6 PagesFor this research, AI will aim to empower HIV clients and counsellors as co-researchers, to contribute their expertise and experiences to propose ways of improving HIV counselling services. AI is a participative, collaborative, and a systematic approach to inquiry that seeks what is right in an organisation in order to create the desired future. It is a process and method for asking questions designed to strengthen a system’s capacity for organisational learning and creativity (Preskill CoghlanRead MoreYouth Gangs In Canada886 Words   |  4 PagesCanada is becoming more and more of issue. Adolescents across Canada resort to joining youth gangs for many different reasons. A youth gang is a group of young adolescents who use intimidation and violence to gain prestige among other gangs and control certain areas of unlawful activities. For all the reasons an adol escent would join a youth gang, police and the Government have come up with programs to prevent youth from joining and to get them to leave the gangs. With programs involving prevention, interventionRead MoreThe Ethics Of Ethics Approval Essay1006 Words   |  5 Pagesbe taken and only audio recording and notes will be taken. A facilitator will be employed to assist with the FGDs; preferably someone with experience of working with community groups. He/she will be asked to sign the confidentiality clause before joining. Maintaining confidentiality between the co-researchers is not possible during the FDGs as the co-researchers will be interacting with each other and sharing their ideas. There is still a risk of identification, however, as the focus is on what worksRead MoreNegative Effects Of Divorce1409 Words   |  6 Pagesyoung age, it can create a situation that does not allow for academic success. Many school systems have interventionists who can step in and either provide cou nselling assistance or academic assistance. Children that exhibit extreme behavioral issues at school may be tested by the school district s special education department. The counselling department may also step in and refer the child to a community agency. The other interventionists, like speech language pathologists, step in to assist withRead MoreEssay on Counselling Skills2275 Words   |  10 PagesThe counselling process is based on the exchange of emotions between the client and the counsellor which aims to form an alliance (Hough, 1998). It involves the counsellor using skills in which they possess in order to communicate effectively with clients (Hough, 1998). This reflective essay clearly articulates my application of counselling skills used in this practice session and suggestions for improvement. It will provide a summary of the session, identification of a range of skills used and aRead MoreThe Health Belief Model Of The United States1367 Words   |  6 Pageshealth pr omoter and participant will review the results of the Health Belief Model questionnaire and acquire additional information from the participant. Based on this information, the health promoter will develop an individualized counselling program. Subsequent counselling sessions will focus on different aspects of the Health Belief Model. If the participant has a low perceived susceptibility, the health promoter and participant could discuss the relationship between family history and lifestyleRead MoreAssessment Of A Relationship With The Family1640 Words   |  7 Pagesand alliance with the family members. This alliance is built through joining. Though joining does not consist of a set of techniques or methods, but is rather of way of being for the therapist to show respect, curiosity, empathy and commitment (Minuchin, Reiter, Borda, 2014a). By joining with the family, the therapist will be able to actively engage and challenge the members to uncover the explicit and implicit issues. Joining necessitates that the therapist is initially accepts the family’s organizationRead More A Therapeutic Relationship Essay2156 Words   |  9 Pageswe do have an understanding of basic counselling skills and how they are applied a t a ward level and as such it is more important as a registered nurse to establish a proactive therapeutic relationship with a patient than it is to use an appropriate counselling approach. This paper will examine what counselling is, the role of the nurse counsellor, the basic counselling skills used by registered nurses and the differences in counselling approaches. Counselling and psychotherapy are frequently usedRead MoreWork Effectively with in Mental Health 21503784 Words   |  4 Pagesnot have sufficient knowledge or experience to be sure of his sexual preference. He would like Lee to receive counselling to help ‘sort this problem out’. What advice would you give Frank? You must remember to be respectful of Frank’s opinion and views. I would offer Frank information on homosexuality so he may better understand his son’s sexual preference and also suggest joining a support group. Frank cannot be told how to feel about his son’s sexuality, but giving him information may help

CRM in Hospitality Industries

Question: You are to identify and develop a research paper on a relevant CRM topic. You may choose any important topic under the CRM umbrella for your research. Relevant inputs for your paper can be gathered from published sources, interviews with experts, survey research, and the Internet. Possible topics include: Answer: Introduction: Aim of this research is to study the relevance of the application of Customer Relationship Management in hospitality industries. This research also provide the information based on proper study which essential for understanding CRM uses, due to which hospitality industry can serve in better and improved way to its customers. In hospitality industry customer satisfaction and maintaining good relationship is very vital part for getting success in business. During the research it observed that there are numerous literatures on the CRM applications importance and our study is based on rationale of researching CRM implications and benefit achieved from it. Regarding to the research criteria and its context appropriate research method has been selected. The research includes appropriate data from the hotels and to collect the primary data semi-structured interviews conducted from hotel managers and their staff and are also supported by secondary material. To analyze the collected data qualitative data analysis technique is used. The research observed that in the success and evaluation of hotel industries, traditional CRM forms has been essential factors and lead towards new renovation but on the other hand the new facts shows that with the help of eCRM, the hospitality industry gets global reach and marketing will be possible globally at a destination. eCRM introduces the advance culture in hospitality business and reach towards customers with computer and communication technologies (Chandra, Satish and Strickland, 2004). Competitive advantage will be achieved one over other by providing, managing and driving CRM in different ways and hence it is worth to research on this in depth. Rationale for Research: When starting any research based study it is essential to consider fundamental reasons serving behind conducting the study and this approach gives aim to the research project or that which is required to be researched. For this research proposal undertaking the research into CRM in hospitality industry is very much important and this influences the research trust. Understanding the CRM concept and studying its implementation is important for increasing the hospitality sector importance and increasing its demand and of course important for the understanding appropriate areas and enhancing and enlarging hospitality sector. Hence, the research project undertaking on CRM will not only benefit the particular industry and place where research is carried out in order to show new insights of hotel management and aim for the future (Bitner, 1990). Many of the hospitality industry around the world are successful just because of practicing and managing good customer relationship. It is not the case that only traditional CRM play important role in evaluation and success of hospitality industry but the another concept which is eCRM contributed similarly and from this approach computer and communication technologies are used and it will achieve internationalization in hospitality industry. As hotels can contact with their international customer by using new technology and customers can also find the suitable hotel for them. Hence it is important to research the right way of delivering and managing the CRM effort in hospitality and make it different. Literature Review: This Customer Relationship Management concepts is very magnificent as it swept the business world in nineteenth century, the concepts ensures that every businesses it may be small or large would interacted with their customer based in the changing ways and environment of businesses (Harvey, 1998). But after short period of its establishment it became an unwieldy process that means the process was better in terms of theory but not very impressive while it comes to practice in actual field due to various reasons. First and very important reason among all was it was not so easy to track all the records and keep those high volume records accurately and moreover that constantly upgrade those records (Deery, Iverson and Walsh, 2002). Today's business environment is very complex and hence only installing the software and integrating those software packages is not sufficient to implement successful CRM strategy and support CRM processes. For an effective and efficient CRM policy a holistic approach taken towards CRM is important. This approach includes training the employees, modifying the business processes which are based on customers needs and need to adopt relevant IT-systems, including software and hardware (Peccei and Rosenthal, 2001). By using those IT services is helpful in enabling the business sectors to follow its CRM strategy. The services provided by CRM can even redundant in terms if the acquisition of the CRM software licenses or hardware licenses. Now we will start talking about the answer of question which is going to be researched here that is applications in hospitality industry. According to the hotel industry CRM is simply define as a process of managing relation with the customer in an organized way as well as aiming to manage each Moment Of Truth which is experienced by customer (Boxall and Purcell, 2003). The main topic of consideration is also about the customer retention in hotel industry. In CRM language Touch Points are those points regarding to hotel industry where come in direct contact with the customer (Senker, 1995). Such contact points are important considerably for making direct interaction with customer and then provide valuable input to the hotel. The input provided by the customer has been captured as it becomes information and it can be used during various processes within the hotel (Campbell et al, 1993). This is being achieved with the help of technology and the aim is that wherever there is a customer interface with any of those processes and these processes further used that information for servicing the guest in most efficiently and as they required. Recent research evidence: A large series of studies conducted on word of mouth effects on hospitality industry in Sydney hotels and it is also illustrated that how customer values are varied through acquisition modes. Customers can be comparing on acquisition mode on three dimensions and that are rate of recommendation, retention and spending. We used qualitative research technique where 145 respondents were interviewed and among those 40% claimed that they chose particular hotel for vacations or for visit or for different purpose on the basis of recommendation, 18% choose the hotel by their advertising, 22% are due to the personal discovery and remaining people that is 20% choose particular hotel on the basis of other reasons. Certain factors are there which may drive customers to switch from particular organization and that are failure occur in maintaining core services such as mistake making during service providing, errors in billing, service catastrophe and so on. Applications After getting some finding from the research it is also important to find that how and where we can apply these finding. First in terms of customer retention it is observed that their benefits have been overstated. In the hospitality industries, managers need market research for their field in order to explain the customer responses on Reichhelds six claims (Huang, 2008). When it is observed that researches are spent on retention, then it is better to target them on the basis of complaints and on any other possible dimension (Rose, 1994). It is indicated from the research acquisition that the customers acquired by referral are superior to those acquired by advertising and promotion. The customers hardest to recruit are appear to be the most valuable customer base and it is the problem faced by hospitality sector (Babber and Koufteros, 2008). Hence the resources can be used to boost the advertising but it is less easy to expand referrals. What can managers do to increase the skills of customer service? Here we will discuss about the managers role in the hospitality industry in terms of increasing, shaping and developing the skills of employees. Manager can encounter certain problems during the management of customer services such as how they can direct, control and monitor customer service interaction without disturbing them (Cook and Macaulay, 1997). Service managers must make various design decisions when managing or improving service processes of customers. It is also suggested from some studies that there are certain choices in front of managers which they can choose to follow strategy of creating customer encounters and relationships (Holland and Baird, 1968). The latter involve considerably more efforts at building longer term interaction with clients and also keeping more trust worthy environment in performance skills of staff. In this section we will look at the use of standardized approaches to deliver customer services against the empowerment of employee approaches. The h uman resource practices have been reviewed which can be used within industries to instill and develop key customer service skills among staff (Humphreys, 1996). Management Control: Standardization versus empowerment It is the critical task for the manager to make decision on making the services standardized or using the more flexible and empowered approach (Winsted, 2000). The hospitality industries considering to cut the costs of customer service delivery, there have been constant pressures on building more standardize services in less time period. There are various examples take McDonalds chain, they reduced the individual treatment of customer expectations and also try to provide some semblance of personal service. Standardized services are often based on highly prescribed standard operating procedures which have to be learned and followed by the hotel staff. Such services are narrow and highly repetitive too (Brown and Sulzer-Azaroff, 1994). Standardization is the route favored by most of the hospitality industry. In this sector communication with customers are well organized manner with clear protocol for opening and concluding calls (Goodwin and Smith, 1990). To build trust of the customers and attracting them some strategies are performed by hotel organizations and that are, segmenting the market for matching customers needs with firm profile, customer database has been managed by using effective tiering of services, deliver value and satisfaction to all customers, develop trust in brand and install effective complaint handling and recovery procedures. Customer Retention in hospitality industry: To achieve full profit potential of each client or customer relationship has to be basic objective of hospitality sector. Though hotels are using conservative estimate, still the gap between most hotels current and full potential performance is enormous by all means. The profit has been achieved by retaining the customer base because only increasing 5% customer retention it will improve the profitability in net present values from 20% to 85% and hence in every industry sector customer retention is very important (Leslie and Russell, 2006). It is also observed through research that keeping existing customers is vital because to obtain new customers 5 to 10 times more cost will be required. Customer Data Integration: In CRM data management process is used in order to consolidate all customers and prospect data in order to create single accurate customers view is called Customer Data Integration (Monod, 1992). All hospitality sectors point of customer interaction should get access to an accurate and current customer centric view and under this concept to distribute the data timely manner is used for points of interaction Problems: There are several problem encounters while applying this system and that are difference between the data capturing and storing process, another one is disparateness in between databases where every database which is supported in a business case is developed in isolation. Problem encountered due to real-time customer interaction. Data latency is another problem which means as time passes data ageing is occurred due to batch processing (Wray-Bliss, 2001). Lack of standard is another process where no standard implies that data has to be integrated at point of contact. System data are compared by using imperfect matching techniques which lead towards data inaccuracy. Requirements of CDI: While using this data integration process it is requires enabling technology in order to manage initial and ongoing data integration efforts, the processes also require the technology used have capability of linking the customers, hotel-wide adoption of technology and customer linkage have to perform. Steps of CDI to indentify Touch Points: In CRMs language Touch Points are those points regarding to hotel industry where come in direct contact with the customer. Here any area where interaction has been occurring between hotels and their customers or prospect is the touch point. The interaction mediums are different such as human to human interaction can occur, interacting human to human but with the use of web technology i.e. communicating with customer through video chatting, human to technology interaction i.e. interacting with customer through computer telephony and next interaction can be done though technology to technology and web transaction is perfect example for this (Campbell et al, 1993). CRM model of trust and commitment in hospitality industry: Figure: Trust and commitment model It is the fact that when customer is satisfied with the services provided by the hotel and have full faith on their services and commitment then only they will loyal towards that hotel organization. And all the factors given in the above model has to be achieved by the organization in order to get trust and commitment from the customers. If organization keeps their promises made in the advertisements of prospects the customers will definitely want to come again and again over there with family and friends and also recommend their friend about the hotels but it will act vice versa if promises has not being kept (Rodie and Kleine, 2000). The latter involve considerably more efforts at building longer term interaction with clients and also keeping more trust worthy environment in performance skills of staff. To build trust of the customers and attracting them some strategies are performed by hotel organizations and that are, segmenting the market for matching customers needs with firm profile (Gallaghan and Thompson, 2002), customer database has been managed by using effective tiering of services, deliver value and satisfaction to all customers, develop trust in brand and install effective complaint handling and recovery procedures. There are certain factors which may drive customers to switch from particular organization and that are failure occur in maintaining core services such as mistake making during service providing, errors in billing, service catastrophe and so on. Another possibility is service encounter failures such as uncaring behavior, impoliteness, unresponsiveness or unknowledgeable behavior by hotel staff. Conclusion: This report will discuss how customer relationship management is important in hospitality industry and it is also shown that show retaining the customer is essential and impact of customer retention. Competitive advantage will be achieved one over other by providing, managing and driving CRM in different ways and hence it is worth to research on this in depth. The customers having trust on particular organization and satisfied from the services provided by that organization can only can loyal towards the organization. In this report we have been discussed various strategies for retaining the employees. Customer data integration tool also being discussed through the report. Negative word of mouth publicity can be reduced using the good complaint handling method, it is found through market research and also help to increase the sales. In this report we also observed the use of standardized approaches to deliver customer services against the empowerment of employee approaches. The human resource practices have been reviewed which can be used within industries to instill and develop key customer service skills among staff. References: Chandra, Satish and Strickland, T. J. 2004 Technological differences between CRM and eCRM, Issues in Information Systems, 5 (2), 41 Bitner, M. (1990) Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, Vol. 54, pp. 69-82. Harvey, J. (1998), Service quality: a tutorial, Journal of Operations Management, Vol. 1 No.5, Deery, S., Iverson, R. and Walsh, J. (2002). Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal. Journal of Management Studies, Vol. 39: pp. 471-496. Vandermerwe, S. (1994) Quality in services: the softer side is harder (and smarter). Long Range Planning, Vol 27, No. 2, pp. 45-56. Peccei, R. and Rosenthal, P. 2001. Delivering customer-oriented behaviour through empowerment: An empirical test of HRM assumptions. Journal of Management Studies, 38, 6: 831-857 Boxall, P. and Purcell, J. (2003) Strategy and Human Resource Management, Palgrave: London. Senker, J. (1995), Tacit knowledge and models of innovation, Industrial and Corporate Change, 10. Vol. 4, pp. 425-47. Campbell, J., McCloy, R., Oppler, S. and Sager, C. (1993). A theory of performance, in Scmitt, N., Borman, W.C. (Eds), Personnel Selection in Organisations, Jossey-Bass, San Francisco, CA. Rose (1994) 'Job satisfaction, job skills, and personal skills', in M. Rose, R. Penn and J. Rubery. (eds.) Skill and Occupational Change, Oxford University Press. Babber and Koufteros (2008) The human element in airline service quality: contact personnel and the customer, International Journal of Operations and Production Management, Vol. 28, Iss. 9, pp. 804-830 Cook, S. and Macaulay, S. (1997) Customer service: Whats a smile got to do with it? Managing Service Quality, Vol. 7, No. 5, pp. 248-252. Holland, J. and Baird, L. (1968) An interpersonal competency scale, Educational and Psychological Measurement, Vol. 28, pp. 503-510. Humphreys, M. (1996) Exploring the relative effects of salesperson interpersonal process attributes and technical product attributes on customer satisfaction. Journal of Personal Selling and Sales Management, Vol. 16, pp. 47-57 Winsted, K. F. (2000). Service behaviors that lead to satisfied customers. European Journal of Marketing, 34, pp. 399417. Chandon Jean-Louis, Pierre-Yves Leo and Jean Philippe (1997) Service Encounter Dimensions A dyadic perspective: Measuring the Dimensions of Service Encounters as Perceived by Customers and Personnel, International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86. Brown, C.S. and Sulzer-Azaroff, B. (1994), An assessment of the relationship between customer satisfaction and service friendliness, Journal of Organizational Behavior Management, Vol. 14, pp. 55-75 Goodwin, C. and Smith, K.L. (1990), Courtesy and friendliness: conflicting goals for the service provider? Journal of Services Marketing, Vol. 4 No. 1, pp. 5-2 Leslie, D. and Russell, H. (2006) The importance of foreign language skills in the tourism sector: A comparative study of student perceptions in the UK and continental Europe, Tourism Management Vol. 27, pp. 13971407 Monod, D. (1992) cited in Embleton, D., Hagen, S. (1992) Languages in International Business: A practical guide. London: Hodder Stroughton. Wray-Bliss, E. (2001), Representing Customer Service: Telephones and Texts, in A. Sturdy, I. Gruguilis and H. Willmott (eds), Customer Service: Empowerment and Entrapment, Houndmills: Palgrave. Hochschild, A. (1983), The Managed Heart: Commercialisation of Human Feeling, Berkeley: UCLA Press. Campbell, J., McCloy, R., Oppler, S., Sager, C. (1993), A theory of performance, in Schmitt,N., Borman, W.C. (Eds), Personnel Selection in Organizations, Jossey-Bass, San Francisco, CA. Rodie, A.R. and Kleine, S.S. (2000), Customer participation in service production and delivery, in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications: Thousand Oaks. Gallaghan, G. and P. Thompson (2002) We Recruit Attitude: The Selection and Shaping of Routine Call Centre Labour, Journal of Management Studies 39, 2, 233254. Thompson, P., C. Warhurst and G. Callaghan (2001), Ignorant Theory and Knowledgeable Workers: Knowledge, Skills and Competencies in Interactive Service Work, Journal of Management Studies Vol. 38, 7, pp. 923942. Batt, R. (2002) Managing Customer Services: Human Resource Practices, Quit Rates, and Sales Growth, Academy of Management Journal, Vol. 45, No. 3, pp. 587-597. Huang, W. (2008) The impact of other-customer failure on service satisfaction, International Journal of Service Industry Management, Vol. 19 No. 4, pp. 521-536