...Jörg Finsterwalder; Tony Garry; Sally Rao Hill; Alastair Tombs Purpose The primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ from Standard Australian English, taking...

... of intercultural service encounters, particularly the challenges and stress employees could face. © Emerald Group Publishing Limited 2010 Service delivery Employees Individual perception National cultures Customer satisfaction The service encounter, referring to the interaction between...

... workers from 82 different countries. The employees were recruited from 14 ships of a major cruise line. Multivariant regression analysis was performed to determine the independent effect of four demographic factors and traditional culture on job satisfaction. Findings The results suggest that work...

... to inculcate the “right” kind of attitude in their front‐line employees. This paper seeks to extend this analysis by pointing to the increasing importance not just of having employees with the “right” attitudes, but also possessing aesthetic skills. The emergence of aesthetic skills reflects the growing...

... service in this environment is deduced. © MCB UP Limited 2003 Customer service Managers Employees Strategic planning Approaches to the delivery of services are being affected by changes in the business and social environments. These relate especially to advances in communications...

... Ergonomics ISO 9000 Quality assurance Service quality Employees In the last decade or so, we have witnessed an explosion of quality‐related standards and regulations. As a result of the continuous quest for better “quality” of products and services offered to customers, the International...

..., the respondents were also asked whether the image of the service portrayed in the centre’s publicity corresponded to what the client actually received. © MCB UP Limited 1999 Consumer behaviour Customer loyalty Customer satisfaction Employees Service quality The goal of effective service...

... Employees Organizational change Corporate culture Strategic planning Managing change in an organisation is rather like trying to change the oil in your car while you’re driving it at 70 miles an hour. The task would be relatively straightforward if you could just stop for a few minutes...

... status and one without. Concludes that IIP is a worthwhile tool for the advancement of the sector. © MCB UP Limited 1997 Employees Involvement Northern Ireland Tourism “The future of the tourism and hospitality industry in Northern Ireland has never looked so promising. Peace may begin...

... to inspire their managers to seek the hero inside each of their employees. Isn’t it? In any sphere of human endeavour, whether industry, commerce or the public service, working life could be like that, provided it is led by people with imagination, knowledge and drive. It’s happening. All across...

... like to do business.” © MCB UP Limited 1997 Competitive strategy Customer care Employees Humour When Southwest Airlines won the coveted US Department of Transportation’s Triple Crown award for customer satisfaction not long ago, competitor Northwest Airlines did not accept...

... places great emphasis on customer confidence and on complete honesty in all its trading operations and communications with the public. Employees Ethics Service quality Established in 1864 with one small shop specializing in selling textiles, the John Lewis Partnership is now one of the largest...

... by taking part can they really begin to appreciate the situation. It also helps them to model the behaviours of staff who have a successful track record of customer care. © MCB UP Limited 1996 Customer service Employees Empowerment Management Motivation Organizations Strategy Training...

... what the other person is saying. A kinesthetic person may reply: “I sense that you are right”, in order to illustrate his/her understanding of what you are saying. © MCB UP Limited 1996 Employees Interaction Improvement Today, the work environment is in a constant state...

... believe it can make a difference in their home lives. A second product Quality ‐ My Life has been specifically developed for this purpose and is currently being piloted in a mining community. © MCB UP Limited 1996 Employees Empowerment South Africa The world’s largest...

...Michael Rudnick Describes the results of a research project to determine the use of technology in employee communication. Finds that e‐mail is the most widely used technology. Covers the links between technology and communications, changes linked to technology, and the concerns of communicators...

... . Covey , S. , The Seven Habits of Highly Effective People , Simon & Schuster , Hemel Hempstead , 1989 . © MCB UP Limited 1995 Costs Employees Empowerment Organizational change The “paradigm‐shift” programme is a new genre purporting to change organizational culture...

...Albrecht Müller Outlines the quality management process employed by BASF in manufacturing its 8,000 products (from chemical feedstocks to clothing). The process involves integrating the efforts of employees to meeting the demands of the market as effectively and efficiently as possible...

... which requires them to undertake training in the Team Participation programme. Furthermore, each store is required to form improvement teams so that employees are given the chance to become involved, although this is not mandatory. In 1989, after one of Safeway’s country stores reported its 12th...

... as completing the actual assembly. This speeds up the flow of manufacture, and inserts a quality check at the same time. Empowerment extends to all aspects of the job, including responsibility for the machine. Before 1992, an employee using a machine on the production line would have said: “I operate...