The service Encounter (Human resources management) Essay

The service Encounter (Human resources management) - Essay Example For that the human resource department can use various people management tools. The following reports gives an insight into factors which determine customer and employee satisfaction. These factors are justified on both empirical and theoretical grounds. This is followed by suggestions and recommendations of the best practices of the hospitality industry which are commonly practiced to increase customer satisfaction. ... The economy of advanced countries is dominated by services which contribute to up to 70% of their economy. (Ostrom, 2010).It is unanimously agreed that all industries are customer driven but it is these selection of services about which customers are the most particular and drivers of optimum service and customer satisfaction lead to the most growth and success. Thus service organizations worldwide are shifting their focus to service quality as a priority to carve a niche in the current competitive environment. This allows for differentiation and sustainable global advantage in the market place. (Gounaris,2003) The hotel industry is no different and the customers judge the service according to perceived service quality. This perceived service quality is in turn determined by many indicators which include assurance, empathy, reliability, responsiveness and other tangibles. These are the five service quality dimensions which are based upon the Golden rule. (Jac Fitz-enz)Other factors w hich determine perceived service quality are communications, human resource and employee management standards and employee attitudes.(Snipes,2005). Thus all employee improvement tools that lead to employee satisfaction and affective commitment can mediate the relationship between service culture and customer perceived service quality. (Hung Trong Hoang, 2010). These employee tools have to affect the five service quality dimensions either directly or indirectly to have a positive effect on the hotel. It should also be noted that different subsets of customers have different notions about service quality and thus a variety of service standards must be met for customer satisfaction. (Shannon Anderson,2008).

The Relativity of Virtues Essay Example | Topics and Well Written Essays - 500 words

The Relativity of Virtues - Essay Example Emerson states that â€Å"the virtues of society are vices of the saint†. This means that human beings tend to conform to the behaviors and actions that are perceived to be virtues in the society. As a result of this conformity, people fail in developing self-reliance and may perceive actions or behaviors that are not identified as virtues in their society to be vices. For example, during the era of slavery, a person who spoke of compassion or equality for the slaves can easily be dubbed a villain. However, the belief that all human beings are equal and have a right to be free is a virtue. Therefore, the person that the society dubs a villain owing to his support for the abolition of slavery is, in fact, a saint in his account. Emerson challenges reciprocity in the society that defines what actions are virtues and what actions are vices. Emerson states that the terror of reform â€Å"is the discovery that we must cast away our virtues, or what we have always esteemed such, in to the same pit that has consumed our grosser vices†. Reform in the society brings about change for the purpose of improving the human life. The actors of change in the society identify an issue or issue that is an impediment to their wellbeing and act towards changing the issue. Emerson observes that the strength of a reform movement is the continual desire for the better. However, according to Emerson, this desire for change is a weakness as reform seeks amelioration of the outward circumstances but fail to achieve full independence for the inner life.