24/07/13 Lecture Five: Internal Relationship Management 1 MNG00441 HOSPITALITY SERVICES MANAGEMENT Where are we at? 2 Last lecture: o Quality of service: definitions and importance o Service quality vs. customer satisfaction o Managing‚ measuring and improving SQ o Assessable activities so far 2.1 to 2.4. Today: 2.5 Study week next week HSM Lecture 5: Internal Relationship Management Today’s session HSM Lecture 5: Internal Relationship Management Readings
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External/Internal Factors When analyzing a company it is important to understand what the internal and external factors of the company are and how those factors are affecting the four functions of management. The four functions of management are planning‚ organizing‚ leading‚ and controlling. Internal factors affect what happens within the company and external factors are the outside environment that affects the company. Through strategic planning the company can build on its strengths
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Ethical Treatment of Animals As with most subjects which involve ethics‚ there is more than one point of view. With ethical treatment of animals it is not different. In fact it is a subject which has caused near war type situations. In example there are people who believe that any time animals is killed even if that animal did not suffer it is wrong. On the other hand there are people who glory in eating meat and killing animals. But the bottom line is most people are somewhere in the middle
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External/Internal Factors Dell is considered a very successful company. According to Govindarajan & Gupta (2005) one of the successes is its customer-direct concept that has been practiced since the company ’s inception. The concept involves dealing with customers directly and not through a third party‚ which helps maintain the quality of the relationship with its customers and also the products. In addition‚ this concept allows Dell to eliminate unnecessary inventories‚ warehouse space and storage
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1.) The key issue here is whaling and whether or not it is something that needs to happen in this day and age. There are many stakeholders that come to mind in the whaling debate. In order to go more in depth with the analysis‚ I am going to focus on the grindadráp‚ also known as the grind‚ in the Faroe Islands. The Grind happens is that during the summer‚ the Faroese people surround pilot whales with a semicircle of boats‚ then they drive these whales to shore where the hunters wait to kill them
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Approaches to Stakeholder Impact Analysis When looking at the first scenario in appendix b we see that there is an obvious call for an ethical decision to be made. By addressing stakeholders and looking at each of the three separate approaches we can determine that the best decision and most ethical one is to allow the mall to be built in the space where the seniors’ nursing home and recreational center is. With the five question approach we see that; having the mall built in the town will
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Purpose Description Models/tools Corporate Governance Stakeholder Expectations A. Social Responsibility and Ethics A. Shareholder Model Stakeholder Model Benefits Disadvantages Stakeholder mapping: the power/interest matrix Minimal effort Keep informed Keep satisfied Key players Corporate Social Responsibility Stances: Laissez-faire Enlightened self-interest Forum for stakeholder interaction Shaper of society
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she wants employee movement across teams to be discouraged in order to build team identity and cohesion. The current internal labor market‚ however‚ presents a formidable potential obstacle for internal staffing goals. Based on a long history at the container manufacturing facility‚ employees are treated like union employees even though the facility is nonunion. Such treatment was desired many years ago as a strategy to remain nonunion. It was management’s belief that if employees were treated
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Section 2: BUSINESS SKILLS Topic 6: The Internal Business Environment Objectives: By the end of this unit students should be able to:- Describe the structure of internal business environment Identify the importance of OHS in internal business Discuss the office roles and functions Recognize the importance of good customer service. The Internal Business Environment The internal business environment are best viewed as the extent to which resources‚ and the ability to deploy them
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59/91 “INTERNAL SERVICES MARKETING” PROFESSOR BRETT COLLINS School of Management Deaking University Victoria 3217 Australia (Tel: +6152 471277) and PROFESSOR ADRIAN PAYNE Marketing and Logistics Group Cranfield School of Management Cranfield Institute of Technology Cranfield Bedford MK43 OAL UK (Tel: 0234 751122) Submitted to European Management Journal Copyright: Collins and Payne 1991 INTERNAL SERVICES MARKETING INTRODUCTION Over the past few years the term internal marketing
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