The Biggest Challenge Human Resources - Free Essay Example

Sample details Pages: 25 Words: 7371 Downloads: 7 Date added: 2017/06/26 Category Statistics Essay Did you like this example? In todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s world the biggest challenges for any organisation to manage its human resource. Mathis (2008) India is the second best economy in the world (after china) for its growth rate (Nassimbeni and Sartor, 2008). In fact Indiaà ¢Ã¢â€š ¬Ã¢â€ž ¢s GDP at 9.4 Per cent was the second fastest growing GDP after china in 2007 à ¢Ã¢â€š ¬Ã¢â‚¬Å" 08. As per Reserve bank of India (RBI). Don’t waste time! Our writers will create an original "The Biggest Challenge Human Resources" essay for you Create order The Researcher Specifically looking at the employees and HR Professional of Epicenter Technology. In Indian call centre industry increasing rapidly which help to generate new employment in the country but same time employee turnover rate also increase in call centre and BPO industry. To reduce this high level of attrition is very essential for HR professional because company pay lucrative amount for employee training and development. HR profession can motivate employee by different techniques and can reduce employee turnover loss of organisation. So author will be conducting a research to investigate the challenges faced by HR professional to motivate employees in call centre of Epicenter Technology. At the same time, despite these major strides, the IT à ¢Ã¢â€š ¬Ã¢â‚¬Å" BPO sector is facing significant challenges that could impact its future growth if corrective actions are not taken. (Budwar et al., 2006). BPO firms are looking to increase the overall productivity, efficiency and competitiveness of their processes, which can result in huge gains. According to the NASSCOM Everes Study, à ¢Ã¢â€š ¬Ã‹Å"The Indian BPO sector has been growing at more than 35 % over the past three years, FY 2005-08. In this speedily going industry employee attrition level also higher in BPO sector. Attrition remains an enormous challenge, as the average BPO attribution rate was 30-35 per cent in the last few years. A NASSCOM-Hewitt Associates survey shows that the cost of attrition is one and a half times the annual salary of an employee. Costs are due to loss of productivity, temporary replacement, loss of knowledge and new recruitment and training.HR manger keep trying to make down attrition level by giving training, effective work environment and conducting a research to review rewards, bonus or other incentives and career promotion. Epicenter Technology serves multi typeà ¢Ã¢â€š ¬Ã¢â€ž ¢s business process outsourcing to organisation spread all over the global to achieve high services with maintains balance cost management. Epicenter Technology provides business process outsourcing to fortune 500 companies from different countries. Epicenter Technology is one of the leading call centre which serve telemarketing and customer service. Epicenter Technology provides Business task outsourcing for global customer. Epicenter Technology mainly focuses on their employee and customer. Epicenter Technology believes team work and continuous improvement which is necessary element success of organisation. Epicenter also believes in high standard of quality and innovation. Epicenter Technology derives low motivation levels which directly reflect on employee satisfaction toward their work. Epicenter Technology is the leading customer contact centreà ¢Ã¢â€š ¬Ã¢â€ž ¢s which engage with collections, sales, Telemarketing and customer service. Epicenter Technology believes that employee are biggest assets of organisation and they always their priority. Epicenter Technology is paying a lucrative amount in their personal development and growth which is direct helps employee to future career option. Company believes effective team work and effective training is require to achieve higher service level in work. Company spend higher amount of money to provide training new employees as well as promoted employees. Some employee quit the job to dissatisfaction in job and low level of motivation. Employees are the main driver of any organisation. If employees do not know about their responsibility and they should not know about organisational goal and what organisation want from employee than it is directly affect organisation productivity. It is also necessary to focus on slow learner employee. HR professional conduct special training programme for slow learner and give them more time to grasping skills so that do not feel like looser because of slow learning. It is necessary that HR manager choose right talent to achieve organisational goal. It is HR manager responsibility to check performance of employee and if employee is not performing better then find a best way through employee can give their best performance to achieve high quality standard. Human Resource Management can play a vital role to motivate employee in right way. Epicentre Technology is doing multi task and it is very difficult to manage all task and high level of emotional staff. When conflict is arise in different tasks same time and problem resolution by HR professional necessary. This high expectation which directly reflect performance of employee and same time motivate employee is challenging job in call centre. BENEFITS OF THE RESEARCH ACADEMIC Student can get benefit from this research for their career perspective. Call centre and BPO industries are rapidly growing so it required more skill and knowledgeable employee. This findings will help student can implement the outcome in future job in call centre which will improve quality and productivity of company. Researcher want to growth of call centre industry remain sustainable for that researcher believe that finding of this research will help to human resource management to solve problem of employee motivation. PERSONAL The main motive behind this study is that researcher has own interest on call centre industry and author personally believe that in this 21st century this industry has tremendous opportunity to grow and research has a dream to be successful HR Professional of call centre industry. This is very interesting for to know more about call centre industry and evaluate their problems. BUSINESS Researcher believes that Management is the main part of any industry and Management active role can directly affect services provide to the client. Management always try to find that employees are satisfied and keep monitor all process of organisation. As earlier said that researcher has personal interest in call centre industry. Researcher observe that large amount of employee leave the company in very short time so what HR Professional can do to motivate employee in call centre which improve quality of call centre. This Research helps to understanding of HR profession facing difficulty in order to motivate employee and try to find out what are the necessary measure is require to resolve this problem when working as a HR professional in call centre. It will help to understand current motivation technique that use HR professional and their effectiveness and how to improve this motivation technique. This Research will help to emerging HR professional who wants to work in call centre who already work in HR professional that get more aware about call centre difficult issue and know how to resolve this issue through this research. Company can improve their employee satisfaction basis on job by HR professional using effective motivation technique for employee who is directly affected on company performance and productivity. So through this research company get more powerful workforce. This research will decrease stress and emotional burnout of employee and it acknowledged employee to deliver better performance. 1.1 RESEARCH OBJECTIVE To analyse the factorà ¢Ã¢â€š ¬Ã¢â€ž ¢s that HR professional are facing in order to motivate employees in call centre of Epicenter Technology To evaluate Motivation techniques that are currently used by HR professional in call centre of Epicenter Technology Developing and Recommendation to improve motivation technique by HR professional in call centre of Epicenter Technology 1.2 RESEARCH QUESTION What is factorà ¢Ã¢â€š ¬Ã¢â€ž ¢s that HR Professional is facing in order to motivate employees in Call Centre of Epicenter Technology? What are motivation techniques that are currently used by HR professional in call centre of Epicenter Technology? How to improve motivation technique by HR professional in call centre of Epicenter Technology? 2.0 LITERATURE REVIEW Companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s marketing strategies alone canà ¢Ã¢â€š ¬Ã¢â€ž ¢t make it successful, the companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s most valuable assets are their people and to manage the people efficiently it is also important to have a group of people to look after all the other people of the organisation and i.e. Human Resource Team of the organisation. The efficiency of the business is directly linked with the efficient functionality of Human resource Department. In order to expect better results it is necessary to make sure that the staffs are motivated enough. Motivation is mandatory for every individual who undertakes a task. Motivation can be of different type such as positive, subtle, tangible or intangible. Motivation is sought of internal power that encourages a person to achieve specific things in life. Motivation definition: weiner (1935), defines motivation as a search for determinants of human activity. (Buford, Bederian, Lindner, 1995), agree that motivation compels a human activity to perform in certain manner to achieve unmet goals. An organization will have to motivate an employee right through the day he joins the company. Every employee has first been a new comer and at that stage he wants to learn the tasks of his new job and once he has learnt the task he develops self-confidence to attain a faviourable level of job performance.(Feldman 1981) Even Fisher (1982, 1986) agreed on the task mastery for a new employee to become comfortable and successful in the organisation. Employee are expected to work in groups or team rather performing tasks individually and the indicator of successful team work would be getting along with the team members and immediate team supervisor, following the norms and values of the team and adjusting to group culture. (Feldman, 1981; Fisher, 1986) Fisher (1996) and Schein (1978) agreed that apart from working in groups another important aspect of socialisation is personal learning. So at the initial stages an employee tries to learn the type of individual he is and he will organize himself to perform within the organization 2.1 THEORY X and THEORY Y Douglas McGregorà ¢Ã¢â€š ¬Ã¢â€ž ¢s theory X and theory Y are very essential for the research as he has discussed the human behaviour in organisation. McGregor (1960) has made an assumption in Theory X that it is human behaviour, whenever and however way possible to avoid work in every possible way they can in their control. In todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s competitive environment where there is a constant threat to our call centres and BPOà ¢Ã¢â€š ¬Ã¢â€ž ¢s that they might lose their contract to china or Philippines, it is very important that company reaches the benchmark set by the clients and even try to exceed the set benchmark. However, if the employees are not motivated enough towards achieving goal, than these could directly reflect on the productivity of the organisation in terms of poor service quality. McGregor (1960) has emphasised that management should control and threaten the poor performing employees to work hard towards meeting their individual SLAà ¢Ã¢â€š ¬Ã¢â€ž ¢s (service Level Agreement) However McGregor (1960) further clarifies that would be a set of people who doesnà ¢Ã¢â€š ¬Ã¢â€ž ¢t want to change because they do not want to take the responsibility or ownership of the work assigned. It is a human tendency to stay clear and unambiguous so that they feel secure at work. In the Theory Y McGregor (1960) is trying to look at the other side of the human behaviour by taking an example of people who consider their job as their own business. In this theory employee consider jobs as natural as play and rest. This kind of employee believes in same or more amount physical mental effort in their work as they would in their private lives. According to McGregor (1960) has made an assumption that the control and punishment should not be the only mechanism to force the employees to perform well in their SLAà ¢Ã¢â€š ¬Ã¢â€ž ¢S. Employees should be motivated through an effective Human Resource Management team otherwise they would be self-directed towards the foal of the company. McGregor (1960) à ¢Ã¢â€š ¬Ã…“Job satisfaction is the key to engaging employees and ensuring their commitmentà ¢Ã¢â€š ¬? Different people perform different level of job, some may be easy and others may be extremely stressful due to the nature of the job, for example an employee working for a sales process which is a target driven job. On the other hand there might be person working for a customer service where there is no target but still this person could in more distressed if there is no proper motivating and rewarding activities initiated by the Human Resource Team, otherwise the work becomes very monotonous and there is no motivation to strive harder to achieve better results. Management should make an initiative to promote the best performing employee so that there is a sense of seeking responsibility and ownership in order to climb up the ladder. As per McGregor (1960) such people are imaginative and creative and management should make every effort to use them for solving problems at work. This kind of approach can be conducive to managing professionals and participative complex problem solving. After evaluating Theory X and Theory Y, McGregor (1960) Preferred to adopt Theory Y as an efficient model to motivate employees in the organisation because Theory Y assumes that employee seeks responsibility: every manager wants their team to work as family who cares about the business rather than someone in Theory X who just wants to come to work 9 to 6, go home and enjoy. However it seems that it would not be viable to implement this model in large scale operations. 2.2 THEORY Z (Ouchi 1981) Ouchi (1981) developed new theory which is based on the Japanese and American companies and used Theory z management styles. There is contrast in operating philosophies between Japanese and American organizations is quite revealing. Japan is also well known for its technology but according to Ouchi (1981) their success was due to their exceptional management styles. Japanese organisations offer virtually lifelong employment while American organizations are characterized by comparatively short-term employment. Japanese organisation invited employee in decision making process and individually employee get responsibility so they can learn to take responsibility of every issue which is related with them while Rapid turnover requires quick evaluation and promotion, with considerable employee unrest if a promotion takes more than three years in American organisation. Raises and promotions can be evaluated after certain intervals that depend on employee performance. Most deserving employee always gets promotion whereas because of competition for promotions and raises, people tend to work alone rather than collaboratively in American organisation. Career paths include learning all functions rather than one function and Organization mechanisms for control of worker behaviour are implied in Japanese organisation. In contrast, Career path tend to be highly specialized. Standardization is the main method of control, and integration and coordination are almost impossible because of the emphasis on specialization in American organisation. Japanese organisation decision making is a collective activity and responsibility is also collective. American organisation decision making and responsibility are individual matters. The organization concerns tend to be segmented and impersonal rather than holistic. 2.3 TWO FACTOR THEORY One of the earliest researchers in the area of job redesign as it affected motivation was Frederick Herzberg (Herzberg, 1959). Based on survey, Herzberg discovered that employee tended to describe satisfying experience in term of factors that were intrinsic to the content of the job itself. These factors were known as motivators and included such variables as achievement, recognition, the work itself, responsibility, advancement, and growth. Conversely, dissatisfying experiences, known as a hygiene factors, largely resulted from extrinsic, non-job-related factors, such as company policies, salary, co-worker relations, and supervisory style (Steers, 1983). Herzberg argued based on these results that eliminating the cause of dissatisfaction (through hygiene factor) would not result in a state of the use of motivators. Kreitner Kinicki (1998) highlight one of Herzbergà ¢Ã¢â€š ¬Ã¢â€ž ¢s findings, where managers rather than giving employee additional task of similar difficulty which consists of giving workers more responsibility. This is where employees take on tasks normally performed by their supervisors. TYPICAL HIGIENE AND MOTIVATIONAL FACTOR Working Conditions: Work place is important part of any organisational success. Just to motivate employee by rewarding is not enough when working condition is not sufficient. It is always necessary that good working condition through employee get more satisfaction in work place. Quality of Supervision: supervisor or manager need to guide new employee at work and give them proper training about work. It is very essential to provide good quality training when organisation requires high level of performance. Safety: health and safety is very important aspect work place. Health and medical benefit also gives employee to high level of satisfaction which is directly affect performance. Salary and Bonus: It is necessary to know required job position get relevant salary to match perfectly fit in organisation. However, employee need to motive by giving bonus to good performing talent. Status: It is HR professional responsibility to make proper system for talented employee so employee get promotion time to time depending on their performance. Company policies and administration: company policies is reflect company objectives so policies should be more clear for all employee and administrative work require more transparent so everyone know what going on in organisation. Interpersonal relationship: Human Resource Manager need to organise meeting and feedback session with management and employee so any problem related work can be resolve. Fairness and Equity: With increased effort and higher performances employees also expect to be rewarded more significantly than counterparts who provide output at or below the norm. An outcome or reward that is perceived to be highly significant and important can result in higher level of effort and performance by the individual employee. Effort: Even though employees may exert higher levels of effort into a position based on perceived significant reward, this could be a short-term success if the task itself does not challenge or provides satisfaction to the employee. 2.4 HIERARCHY OF NEEDS (Maslow 1943) According to Stephens (2000), Maslow believed that human being aspire to become self-actualizing and viewed human potential as a vastly underestimated and unexplained territory. PHYSIOLOGICAL NEEDS Physiological needs: Every employee needs basic human physical need like Food, Water and Sleep etc. if this basic need is not satisfied than employees do not feel good in work place. However, employee cannot pay more attention on work and became ill or frustrate etc. HR Manager needs to concentrate on individually employee activities. HR Manager has to make sure that employee feel comfortable during work. It is important to know employee personal problem by maintaining good relation with employee. SAFETY NEEDS Company should inform their employee time to time what is going on organisation so employees feel more comfortable at work. HR Manager always make sure that individually all employees are safe and secure at work. If any employee feel unsecure with organisation than HR has to clear employee perception by discussing matter. NEED FOR LOVE AND BELONGING HR Manager create lively environment where can get positive relations between employee and manager as well as supervisors. Participation in work group shows electrifying confidence among workers. HR Manager to pay attention on motivate employee in the work place by rewards. HR can make sure that higher performing employee should appreciate by giving certificate of performance. ESTEEM NEEDS Within organisations, esteem needs reflect a motivation for recognition, and increase in responsibility, high status and credit for contributions to organization. NEED FOR SELF ACTUALIZATION Self-actualization needs: these needs include the need for self-fulfilment, which is the higher need category. The concern developing oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s full potential, increasing oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s competence and becoming a better person. Self-actualization needs can be met in the organization by providing people with opportunities to grow, be creative and acquire training for challenging assignments and advancement. Person can reach this level who completely focused on their work and he do not worried about what other think about him, he just concentrate in achieving target and set as a successful. ARGUMENT AGAINST THE THEORY Maslow (1943) stated that people, including employees at organizations, are motivated by the desire to achieve or maintain the various conditions upon which these basic satisfactions rest and by certain more intellectual desires. Humans are a perpetually wanting group. Ordinarily the satisfaction of these wants is not altogether mutually exclusive, but only tends to be. The average member of society is most often partially satisfied and partially unsatisfied in all of oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s wants (Maslow, 1943). The implication of this theory provided useful insights for manager and other organization leaders. Another implication was for organisation to implement support programs and focus groups to help employees deal with stress, especially during more challenging times and taking the time to understand the needs of the respective employees (Kreitner, 1998). McGregor argued that work motivation was much more commonly underpinned by workersà ¢Ã¢â€š ¬Ã¢â€ž ¢ self-generated drive to better themselves and fulfil their own potential (à ¢Ã¢â€š ¬Ã…“Theory Yà ¢Ã¢â€š ¬?) McGregor argued that traditional organisational practice placed too much emphasis on the role of lower-order needs as motivators of workersà ¢Ã¢â€š ¬Ã¢â€ž ¢ behaviour. Aligned with this view, Herzberg recommended that managers should put their energies into providing avenues for the satisfaction of workersà ¢Ã¢â€š ¬Ã¢â€ž ¢ personal needs in order to get the best from them. A similar argument was also endorsed by other theorists, so that general message to emerge from needs-based research is that employeesà ¢Ã¢â€š ¬Ã¢â€ž ¢ motivation will be greater to the extent that they are allowed to self-actualise, grow, and progress as individual. 2.6 EXPECTATION THEORY OF MOTIVATION (Vroom 1960) Vroom in 1964 developed the formal model of work motivation drawing on the work of other researches. There are three mental components that are seen as instigating and directing behaviour. There are referred to as valence, instrumentality and Expectancy. Vroom (1964) defined the term valence as the affective (emotional) orientations people hold with regard to outcomes. An outcome in this case is said to be positively valent for an individual if she/he would prefer having it or not. The most important feature of peopleà ¢Ã¢â€š ¬Ã¢â€ž ¢s valences concerning work related outcomes is that they refer to the level of satisfaction the person expects to receive from them, not from the real value the person actually drives from them. Work effort result in variety of outcomes, some of the directly and some of them indirectly and can include pay, promotion and other related factors. Vroom (1964) suggested linking instrumentality as probability belief linking one outcome (performance level) to other outcomes. According to vroom an outcome is positively valent if the person believes that it holds high instrumentality for the acquisition of positively valent consequences and avoidance of negatively valent outcomes. Expectancy is the strength of a personà ¢Ã¢â€š ¬Ã¢â€ž ¢s belief about whether a particular outcome is possible. Vroom (1964) described expectancy beliefs an action-outcome associations held in the mind of individuals and stated that there a variety of factors that contribute to an employeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s expectancy perceptions about various level of job performance. The second variable that is relevant here is the concept of reward value or valence. This refers to the individualà ¢Ã¢â€š ¬Ã¢â€ž ¢s perception of the value of the reward or outcome that might be obtained by performing effectively. Although most expectancy theories do not specify why certain outcomes have reward value, for the purpose of this paper I would like to argue that reward value of outcomes stems from their perceived ability to satisfy one or more needs. Specifically relevant here is the list of needs suggested by Maslow that includes security needs, social need, esteem needs and self-actualization needs. Expectancy theory states that motivation is a combined function of the individualà ¢Ã¢â€š ¬Ã¢â€ž ¢s perception that effort will lead to performance and of the perceived desirability of outcomes that may result from the performance (Steers, 1983). Although there are several forms of this model, Vroom in 1964 developed the formal model of work motivation drawing on the work of other researches. Vroom (1964) defined the term valence as the effective (emotional) orientations people hold with regard to outcomes. An outcome in this case is said to be positively valent for a individual if she/he would prefer having it or not. The most important feature of peopleà ¢Ã¢â€š ¬Ã¢â€ž ¢s valences concerning work related outcomes is that they refer to the level of satisfaction the person expects to receive from them, not from the real value the person actually derives from them. As the other models, there is the emphasis on the level of motivation and the outcome of performance. Work effort results in a variety of outcomes, some of them directly, and some of them indirectly and can include pay, promotion, and other related factors. Vroom (1964) suggested linking instrumentality as a probability belief linking one outcome (performance level) to other outcomes. According to Vroom, an outcome is positively valent if the person believes that it holds high instrumentality for the acquisition of positively valent consequences and the avoidance of negatively valent outcomes. The third major component of the theory is referred to as expectancy (Pinder, 1984). Expectancy is the strength of a personà ¢Ã¢â€š ¬Ã¢â€ž ¢s belief about whether a particular outcome is possible. Vroom (1964) described expectancy beliefs as action à ¢Ã¢â€š ¬Ã¢â‚¬Å" outcome associations held in the minds of individuals and stated that there a variety of factors that contribute to an employeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s expectancy perceptions about various level of job performance. 2.7 MCCLELLANDà ¢Ã¢â€š ¬Ã¢â€ž ¢S ACHIVEMENT MOTIVATION THEORY McClellandà ¢Ã¢â€š ¬Ã¢â€ž ¢s work originated from investigating into the relationship between hunger needs and the extent to which imagery of food dominated through processes. From subsequent research McClelland identified four main arousal-based, and socially developed motives: The Achievement motive; The Power motive: The affilative motive; The Avoidance motive McClellandà ¢Ã¢â€š ¬Ã¢â€ž ¢s (1961) described the theory of needs focusing on three needs; achievement, power and affiliation. The need for achievement was defined as the drive to excel, to a set of standards, to strive to succeed. Achievement theories propose that motivation and performance vary according to strength of oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s need for achievement (Kreitner, 1998) The need for achievement and is defined as a desire to accomplish something difficult. Kreitner Kinicki (1998) cite Murray (1994) explaining the need for achievement as mastering, manipulating or organizing physical objects, human beings or ideas. The need for affiliation suggested that people have the desire to spend time in social relationships, joining group and wanting to be loved. Individuals high in this need are not the most effective managers or leaders because they have a hard time to making difficult decisions without worrying about being disliked (Kreitner, 1998) The need of power reflect an individualà ¢Ã¢â€š ¬Ã¢â€ž ¢s desire to influence, coach, teach or encourage others to achieve. Because effective managers must positively influence others, McClelland proposes that top managers should have a high need for power coupled with a low need for affiliation (Kreitner, 1998) 2.8 SUMMERY Employees are the main part of any organisation. Organisation success and failed ratio is depending on employee work performance. So it is necessary to improve employee moral time to time by motivating employee. Human resource department is directly associated with employee motivation. Any organisation or institution need people to carry out specific task so that the goal and objectives of that drivers people to behave in various ways and to seek to fulfil a variety of needs, employee need to know what makes their employees à ¢Ã¢â€š ¬Ã‹Å"tickà ¢Ã¢â€š ¬Ã¢â€ž ¢ so that they can channel this energy toward certain outcomes. In todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s competitive environment where there is a constant threat to our call centres and BPOà ¢Ã¢â€š ¬Ã¢â€ž ¢s that they might lose their contact to china or Philippines. It is very important that company reaches the benchmark set by the clients and even try to exceed the set benchmark. However, if the employees are not motivated enough towards achieving the goal than these could directly reflect on the productivity of the organisation in terms of poor service quality. Maslowà ¢Ã¢â€š ¬Ã¢â€ž ¢s hierarchy of needs model consist of five levels where bottom level is physiological, safety, love, esteem and top level self actualisation. Physiological needs through HR professional provide basic requirement like water, coffee for employee, provide canteen facility and required break time during work so employee feel comfortable and deliver good performance. Safety needs through Management make sure health and safety of employee is very important for organisation. HR professional can provide free health check and medical insurance of employee which help to motivate employee. Maslowà ¢Ã¢â€š ¬Ã¢â€ž ¢s also derive love needs through It is directly related with organisation management and employee relation. It is necessary that mutual understanding between employee and manager is required which generate satisfaction in work. Esteem needs through It involves HR professional give particular responsibility or task to employee and when employee successfully completed task, HR professional appreciate employee and improve self confidence of employee. Self actualisation needs derive that employee and HR profession know their strength and come out best in work to achieve organisational objective. Herzberg (1966) developed this theory which is based on motivation factor and hygiene factor. According to Herzberg motivation is main key for employee to achieve higher level in the company while hygiene factor as not more relevant because employee not only satisfied with proper working condition and good salary base on their qualification. Typical hygiene factor derives employee canà ¢Ã¢â€š ¬Ã¢â€ž ¢t perform well because working condition in the company is not good level. Health and safety is important when employee work in company it is necessary that HR professional conduct regular meeting with employee and deliver transparent policy for employee. Typical motivation factor derive that if employee achieve or complete task should be rewarded. Mc Clelland (1961) theory share need for achievement, power and affiliation. Need for achievement derive HR professional work as company representative and motivate to employee like an important part of organisation. HR professional shows that organisation success or achievement directly reflects employee working status or growth. Employee gets clear feedback of every success of organisation. Need of Power derive that HR professional give power to employee through that employee can get better performance of organisation like employee can take break any time during the work so it give more flexibility to employee. Need of affiliation suggest that management and employee relation are friendlier during the work. Employee and management can share their view to each other and conduct parties or tour for employee and management. Mcgregor (1960) in the theory X that there are set of employee who would love to take responsibility as that gives them sense of ownership. Sometimes employee motivation affected only by their expectancies and rewards they receive but also how they get treat like other or differently. Equity theory derive that people receive reword is similarly of other receive reword. They will believe every one treated similarly which necessary in call center because high number of people working in company. If employee treat differently than it emerge low satisfaction toward organisation which will directly affect in organisation performance. Maslowà ¢Ã¢â€š ¬Ã¢â€ž ¢s hierarchy of needs can be considered employee always want more and what they want depends on what they already have which relate Herzbergà ¢Ã¢â€š ¬Ã¢â€ž ¢s (1966) two factors theory derive all employee desire good job security and comfortable working environment. Interpersonal relation between employee and manager is quite friendly. Alderferà ¢Ã¢â€š ¬Ã¢â€ž ¢s ERG theory is related with existence need survival cover and safety of employee. Other thing is that HR professional and employee mutual relation toward the development and self esteem to get better growth in organisation. However, Herzbergà ¢Ã¢â€š ¬Ã¢â€ž ¢s (1966) theory shows that employee expectation to get good salary, job security and excellent working environment while HR professional need good recognition, sense of achievement responsibility. To critically examine theory of motivation researcher has got fair idea about motivation theory and model which is use HR profession to motivate employee. This motivation theory and model researcher will apply questionnaire and feedback from employee of Epicenter Technology. 3.0 RESEARCH METHODOLOGY Research methodology is a systematic method through identify problem, formulating a hypothesis, collecting the facts and author reaching certain conclusions either in the form of solution toward concerned problem. 3.1 RESEARCH PHILOSOPHIES According to Saunders at al. (2009) research developing knowledge in a particular field. The knowledge development are embarking upon may not be as dramatic as a new theory of human motivation. But even if the purpose has the relatively modest ambition of answering a specific problem in a particular organisation it is, nonetheless, developing new knowledge. People thinking about is different because they assume that research can done in medical and pharmacy laboratory while management student do research is need to gain knowledge in particular field or achieve desirable conclusion. In this section the researcher will evaluate the first two layers of the research onion, which would be the research philosophy and approach. Epistemology and Ontology In this they make new theory or model that is effective than existing model or theory. According to Saunders (2009) Epistemology is the way to collecting and analysis data through constitutes acceptable knowledge in a field of study. Positivism Positivism involves with direct observation and this observation should be generalizable theoretical statements which show independent reality. Hypotheses can be evaluate from the theories and tested to further observation. Finding of positivist explained from the existing theory which may give allow more accurate and generalise result. Author can use the positivism to find out fact and figure from the quantifiable data. Interpretivism The interpretive approach requires that the social scientist must collect facts and data describing not only the purely objective, publicly observable aspects of human behaviour, but also the subjective meaning this behaviour has for the human subjects themselves (Lee, 1991:347) Saunders (2009) said that author have to relate human life as a part of their life. Research would be conducted by author would be conducted by author would only focuses on their subject. This philosophy through author can get primary data to understand view of employee in Epicenter Technology. Researcher interpretivism is more subjective and more bias. Researcher adopting interpretivism philosophy to conduct research. Research base on motivation theory while quantitative data capable of providing insight into how improve motivation technique by HR professional to motivate employee of Epicenter Technology. Realism Realism seek to find generative mechanisms that lie beneath the observations and then explain them, even though these regularities produce observable situations the mechanism itself remain unobservable (Layer 1990). Realism supports the use of an intensive research design, where the objective is to come to an understanding about underlying causation and from this aims to build theories (Sayer 1992). Bhaskar (1989) argues that we can identify what we can identify what we do not see through the practical and theoretical processes of the social sciences. It is very essential for researcher to know importance of Realism during their research. It will help evaluate knowledge from different research methods through generate new question that develop during the conduct of research. Adopted Philosophy by the Author After testing and done critical analysis through researcher come out with selection of philosophy. Here research is based on motivation so researcher would like to use interpretivism philosophy for this thesis. In addition, author also looking for positivism and realism to find out fact and statistic of thesis. Researcher would be adopting qualitative method of collecting data through conducting survey and personal interview through research objective can achieve. 3.2 Research Approach I. Deductive Approach Deductive approach nature to testing theory and its research approach is top to down approach. Author first decide topic than find relevant data to test hypothesis on selected topic than it is further narrow it down to test hypothesis that can be tested. II. Inductive Approach Inductive approach is opposite of deductive approach. Its research approach is bottom to up approach. It starts with some kind of observation which helps to make pattern. These patterns through examine hypotheses and then get one short of conclusion. Author would like to choose this approach for a research. Research is related with theory so this will helps Epicenter call centre employee to get quantitative data. Research topic is based on theory of motivation so author would adopt inductive approach for research. 3.3 Research Strategies I. Qualitative and Quantitative Methods Wynekoop [1992] suggests that quantitative micro-level analyses should be integrated with qualitative macro-level analyses, in order that the ways in which individual behaviour impacts organizational phenomenon, and the ways in which macro phenomenon have effects through individuals, be explicated. Quantitative research can be construed as a research strategy that emphasize quantification in the collection and analysis of data and that entails a deductive approach to relationship between theory and research, in which the accent is placed on testing of theories. It has incorporated the practices and norms of natural scientific model and positivism in particular and embodies a view of social reality as an external objective reality. Researcher conduct survey to analyse motivation of call centre employee and author conduct personal interview with HR professional to evaluate what are the problems facing to motivate employee and currently what technique though HR professional motivate employee. This meaningful data through author come up conclusion. Researcher would adopt qualitative method for to evaluate effective motivation technique that use call center of Epicenter Technology. By contrast, qualitative research can be construed as a research strategy that usually emphasizes work rather than qualification in the collection and analysis of data that predominantly emphasizes an inductive approach to relationship between theory and research, in which the emphasis is placed on the generation of theories. It has rejected the practices and norms of natural scientific model and positivism in particular in preference for an emphasis on the way in which individuals interpret their social world and embodies a view of social reality as a constantly shifting emergent property of individualà ¢Ã¢â€š ¬Ã¢â€ž ¢s creation. Quantitative method derives facts and figure from the data. Qualitative method is time consuming method to collecting data by interview, survey and questionnaires. Quantitative also use for hypotheses testing call centre employee of Epicenter Technology. This method is use to major data, figure or statistic. It gives exact result or figure to support research. 3.4 Data Collection Data collection is the systematic way to collect information related research. Primary data can collect by interview, survey, questionnaires, and telephonic interviews to employee of Epicenter Technology while Secondary data get from journal, books, magazine related with research topic. Primary Data Researcher point of view is collecting primary data through interview, survey and questionnaires which is more appropriate for thesis. Personal interview through researcher get more depth information about their issue and to get more information in detail while survey biggest advantage is that surveys are cost effective and you can ask personal question by delivering survey. Questionnaires data will increase credibility of research and researcher can figure out data some short of conclusion. Secondary Data To using Secondary data for research questions and objectives are the enormous saving in resources in particular time and money (Ghauri and Gronhaug 2005) Author use various way to collect secondary data like research related book, articles, companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s website, journal and also use Google search engine. 3.5 Survey Methods Selection of survey method is very critical when researcher do social survey. However, researchers choose method from personal interview, telephonic interview and semi structure interview their own perspective. Researcher look research time, best option for survey and more relevant and acceptable method can use for employee of epicentre. Semi Structured Interview Researcher has list of themes and questions to cover through interviewing individually in depth where interviewees can explain their view in detail. After conducting interview researcher vary individual data with different interviewees. Semi structured interview through research get more scope to explore research. Face to Face Interview It is more effective way where interviewer and interviewee discuss their view each other. However, this research is bit difficult because interviewee base on India so in this case Interviewer use video call techniques through get Face to Face interview. Part of the interview can consist of open ended question. This is a useful techniques for asking really sensitive questions in a face to face interview. Telephonic Interview Sometimes it is appropriate to interview people over the phone. The advantage are that researcher can often obtain access to people by phone who would never find the time to give interview. Oskemberg at al. (1986) found that telephone interviews who had the lowest refusal rate had higher-pitched, louder and clearer voices. It is also an efficient method to find out how a number of people respond to specific issue. It is comes with own demerits. However, phone interviews have to kept short and researcher cannot get proper response of sensible question. It is essential that interview has required good listening skills and every telephonic interview need to make note of important point which is relevant to research question. Email Researcher can arrange interview by contacting interviewees through Email. It is time consuming and researcher can get response intently. Researcher can easily discuss informal detail through email. This is the best way to researcher can connected with employees and manger through email. 3.6 Questionnaire Design Research is mainly basis on theory and researcher adopted qualitative research. Researcher analyse different data collection methods but researcher point of view to design of questionnaire is important. Researcher is basically looking which better way can response answer of question through achieve perfect survey. Size of sample is 25 through questionnaire collecting quality data. Questionnaire administered using open ended question so telephone questionnaire and semi structured interview through interviewer meet respondent and ask question face to face while interviewer use Email services to do keep in touch with respondent during the research. 3.7 Pilot Study Pilot studies help researcher to test and refine one or more aspects of a final data collection. According to Saunders (2009) Pilot test is refine the questionnaire so that respondent have no problem in answering question. It will helps researcher to know that collected data is fulfil the requirement of research. Here researcher targeting small size people to conducting interview because research time very short. Researcher careful about questionnaire properly understand given question and deliver appropriate answer of question. 3.8 Ethical Consideration Cooper and Schindler (2008:34) define ethics as à ¢Ã¢â€š ¬Ã‹Å"norms or standards or behaviour that guide moral choices about our behaviour and relationship with othersà ¢Ã¢â€š ¬Ã¢â€ž ¢ Consent There are both side responsibility involve employer and employees feeling survey and conduct interview. Consent would be fully informed and give detail about the reason of conducting survey or interview. It is also ensure confidentiality of their information. Openness Researcher allows full credibility to employer and employee. Employer and employee can participate to feel survey and if they donà ¢Ã¢â€š ¬Ã¢â€ž ¢t like they can leave from survey any time. Employer and employee have full authority to attend interview or if they feel not comfortable than any time leave interview. Employer or employee have rights to explain their view regarding research subject whether it positive or negative. Confidentiality Researcher make surety about confidentiality and participant realise confident that their view or feedback is confidential. All given detail will not leak to other member or peers. Plagiarism Researcher has to make sure that to make thesis cannot copying from other document, book or internet. It should be made through own work or research. Researcher knows that plagiarism directly affect result of the whole course. Researcher can use Turn It In Software and Plagiarism can be restrict. Researcher need to careful about referencing of author and list of books, journal and other material which is used to making this research. Proper referencing would be helps to putting down ratio of Plagiarism. 3.9 Sampling methods Probability Sampling Probability sampling method of sample selection is random which gives each possible sample combination an equal probability of being picked up and each item in the entire population to have equal chance of being included in the sample. Researcher knows that different cultural background, different age group and different gender employee working in epicentre technology. Researcher select randomly among all employee of the organisation. Non Probability Sampling Non probability sampling through researcher can select particular target group. It is relax, formal, flexible and descriptive. When target size is small that time it is more acceptable. It is entirely base on judgment of people and there is no theory use for this sampling method. 3.11 Research Credibility I. Reliability Researcher is also looking reliability of research because answer can get from the employee or employer or manager. Robins (1993) one of the factor that might affect reliability is subject error. Researcher give appropriate time to their or participate to give answer back. Researcher is use straight forward and easy to understand question which help to get quick response. II. Validity Researcher conduct pilot test to verify questionnaire made question is appropriate to achieve objectives and research question. Researcher also gets comment from expert or group of expert verify their question is suitable to achieve objective. It is give surety to researcher that refine question is more appropriate for their objectives. III. Generalise ability Researcher tries to conduct theory and modal can be generalised so it relate with other researcher who can conduct analysis. Research finding would be general and it approach can be applied any organisation with some short of modification require

Good Descriptive Essay Topics: No Longer a Mystery

Good Descriptive Essay Topics: No Longer a Mystery Furthermore, the topic has to be an engaging one because keeping a third grader's interest can be challenging for longer intervals. Think about a moment once you met someone you didn't see for a lengthy time for instance, a friend or a relative. Describe the most beautiful place which you have visited. One more thing you'll be able to describe is a particular place or object that you've got strong feelings about. The Downside Risk of Good Descriptive Essay Topics An individual should possess some superior vocabulary to be able to have the ability to compose a credible descriptive essay about the beach. It's personal enough, it permits you to play with words, and it's both interesting and edifying for the general public. The important quality of descriptive papers is to reflect your artistic freedom and earn reader visualize the topic of description. The conventional descriptive essay format described above will steer you ab out what to include in each individual section. Finding the Best Good Descriptive Essay Topics There are a great deal of specialist essay writers that could cope at any essay in no moment. Now you know how to structure the essay, the next thing we are likely to look at is how to begin writing your descriptive essay. Therefore, here are a few basic methods that will help you in writing of good descriptive essay. If you're tasked with writing a descriptive essay there are lots of things which you can write about. You may ask your tutor to supply you with a minumum of one descriptive essay example that will help you determine what is expected from you. The introduction explains the objective of your essay. A descriptive essay, since the name implies, is a type of essay that describes something. If you wish to create a descriptive essay about your own personal experience, it could be unusual and specific. There is almost always a big likelihood a high school teacher will choose to present her or his students a descriptive essay as an assignment. At the close of the day, the essay topics you select can make a tremendous influence on your final grade. If you're given complete freedom in selecting descriptive essay topics, you're a lucky student as you can write on whatever you want. The issue is that many times students discover that it's challenging to choose a topic. Most Noticeable Good Descriptive Essay Topics A great essay topic is something that you are personally acquainted with. Utilize our descriptive essay topics list to get the topic you enjoy. You should choose a topic that you're interesting in. Whether you're looking for good narrative essay topics or aren't certain how to choose the most appropriate one from the list of good descriptive essay topics, make sure to examine our topics' selection as we guarantee you will definitely find something to fulfill your requirements. Since you may see, there isn't any end to the quantity of topics it is possible to choose for a descriptive essay. It's tricky to pick just 1 topic whenever there are so many you could write about. If you're looking for topics for descriptive essays then there's a great chance that you're unsure of your abilities of how to compose a very good essay. In fact, there are a lot of descriptive essay topics out there that it's rather hard to choose only one. The Number One Question You Must Ask for Good Descriptive Essay Topics First and foremost you must go for an intriguing topic. Descriptive doesn't imply that you ought to go on describing a single thing or something which isn't critical to the topic. Though, there are particular patterns that you are supposed to follow when you compose a descriptive essay. The aim ought to be to leave a strong appreciation for anything you're describing in the reader's minds. The structure of this kind of essay is comparable to numerous other s it should incorporate an introduction, a most important part and a conclusion. In reality, you can describe a subject of any size and nature, but it's almost not possible to prepare a superior descriptive essay should you not really like it. The Advantages of Good Descriptive Essay Topics Whether you presently have a topic in mind or are interested in finding guidance in locating the ideal option possible, our team members will be able to help you create a 100% unique and authentic essay that will satisfy all your academic requirements. A student might need a topic about something not far-fetched because the sensory details ought to be vividly portrayed. He could describe a family member or someone that they looked up to. Even very smart students may face an issue facing a need to make an effective written work.

The Elements of Fortune and Contentment Dissected in Great...

Would you rather be prosperous and disheartened or common and jovial with your life? Joe Gargery showed that wealth doesn’t define one’s personality but personality defines ones wealth, Miss Havisham shows that wealth is everything but that emotions don’t matter, and Jaggers shows that some gentlemen have dispirited lives despite all of their riches. Characters in the novel such as Joe Gargery, Miss Havisham, and Jaggers represent that life is not always perfect whether someone is rich or poor. In the novel, Great Expectations, Charles Dickens uses the element of fortune and social class to show the dynamic of how wealth doesn’t guarantee contentment. Joe Gargery, Pips brother-in-law and a benevolent blacksmith , is very satisfied with his status as a member of the lower class. He believes that he’s â€Å"wrong out of the forge† (224) and well off working in what he senses is his rightful place. In an unqualified, typical lower class setting Joe is contented and able to be himself, but he feels abnormal and tense in a higher-class, environment. He feels out of place in Miss Havisham’s mansion, Satis House, a vast dissimilarity from his own modest home. Joe targets all his answers to Miss Havisham’s queries at Pip, displaying abnormal uneasiness and a â€Å"great politeness† (99). Joe, in all his inelegance around rich personalities and having no material wealth himself, is impeccably able to find cheerfulness. Joe Gargery really doesn’t worry if he’s the underprivileged or

Predictor of relationship quality loyalty - Myassignmenthelp.Com

Question: Discuss about the Predictor of relationship quality loyalty. Answer: Introduction In current period, customer satisfaction in the hotel industries has been a contemporary challenge for the management of the hotels. Both the concepts have unique and significant impact over the hotels performances and its survival in the competitive business environment. These two concepts also impact the consumer behaviour which is a major factor responsible for hotel industries growth and expansion. In this report, the significance of service quality will be discussed in relevance to Ritz-Carlton Hotel Company. It is an American luxurious hotel chain which operates more than 98 luxury hotels and resorts in approximately 30 countries and territories across the globe. The company was founded in 1983 and its headquarters is situated in Maryland, United States of America. Currently it is owned by Marriott International. The company is now planning to expand its hotel business in Hong Kong and management has appointed a quality management consultant in order to adopt some innovative an d effective strategies through which organization could be able to develop its unique image in the target market. Apart from this, it is the duty of the quality manager to analyse the market conditions of the Hong Kong, customer behaviour and the basic requirements of the consumers through various ways in terms of attaining the growth and expansion objectives of the organization. Under this report, various segments will be discussed in terms of the organization through which it can easily set up its effective presence in the Hong Kongs hotel industry. In relevance with the above objectives, newly appointed quality manager evaluate market conditions of Hong Kong in terms of selecting the most appropriate strategy for improving the organizational performance. The first activity of this report will be the analysis of managing and measuring service quality in the hotel industry. As hotel industry is majorly based on service quality and customer satisfaction, hence, appropriate measures will be adopted in terms of increasing the organizational performance in the international hotel industry. Further, the report will include appropriate methods for improving the service quality management for the organization as this factor will help the organization to attain its objectives and goals. Along with these aspects, importance of the leadership, service-culture and empl oyees and the managerial implications will also be discussed under this report. The last part of the report will include the customer feedback system which will be used by the management of the hotel for monitoring the service quality. Importance of measuring and managing service quality Service quality acts as the dissimilarity between the customers expectations and the consumers perceptions. Customers expectations are the desires, want and needs from consuming a certain product or service. Classification and the satisfaction are the two basic terms which defines the customers requirements and needs and service quality rotates around these terms only. As fulfilment of the customers needs and the requirements plays crucial role in terms of enhancing the service rendering organizations. Perceptions can be defined as the customers' evaluation of the service supplier (Alonso-Almeida, Rodrguez-Antn Rubio-Andrada, 2012). Ritz-Carlton Hotel is known for delivering best qualitative services to its consumers and they have made their unique image as the excellent service provider with improved elegance through which they have been counted in the contemporary luxurious hotels. The company has made the customer satisfaction as their primary motive and they had achieved Malcolm Baldridge National Quality Award for delivering the high class services to its customers twice in their career (Chen Hu, 2010). This shows the dedication of the hotel towards the customers and their needs. Ritz-Carlton hotel is now counted in the five-star rating category hotels and it also provides various opportunities to talented candidates for achieving the growth objectives through working with the hotel. The Ritz-Carlton is famous for its consistency in terms of rendering the quality services and their services remain constant and similar at all its locations. The company has always struggled for improving the quality of servi ce for improving its image in the competitive business and to gain competitive advantage (Gazzoli, Hancer Park, 2010). The Ritz-Carlton hotel has utilised its own resources along with its golden standards for improving the quality of the service. As now, they are planning to expand their business in the Hong Kongs market which is also famous as the tourist destination. Thus, the chances for attaining the desired goals and the objectives for the organization are quite high in Hong Kong. Along with this, organization is known for their customer-centric objective; hence, tourists could gain the qualitative and improvised services through Ritz-Carlton group of hotels in Hong Kong (Goel, Tenon Groove, 2012). Companys standards for setting up the policies and regulations for rendering quality services to its customers are credo, motto, employee promise, twelve service values and three steps of service. These principles are the primary reasons through which the organization has gained the brand image and without these principles, organization would not be who it is. The company has also adopted the strateg y of fair treatment to its employees in terms of developing the relationship with them. This is another crucial factor through which organization could develop its positive image in the customers as well as in employees mind-sets. Fulfilment of employees needs and the demands help the organization to motivate them towards the work (Ha Jang, 2010). Customers expectations are based on various sources such as mouth wording, past experience and the personal requirements. Ritz-Carlton Hotel is known for delivering high-rated services and this is the major reason customers expectations increases in relation with the Ritz-Carlton hotel. Five-star rating category hotels are generally known for their customer satisfaction methods and the quality of the services and products delivered by them. Thus, customers expectations are generally high with these hotels in comparison with the lower ratings hotels and resorts. Another factor responsible for customers expectations is the payments charged by the hotels (He, Li Keung Lai, 2011). The more will be the charge; the high will be the customers expectations with the hotel. Hence, it can be evaluated that the service quality is the major factor through which hotels and resorts could attain the desired goals and the objectives. The same factors will also be applied in the Hong Kongs market by the Ritz-Carlton Hotel in terms of increasing the opportunity for the hotel for gaining the competitive advantage along with attainment of the organizational goals and the objectives. With the quality of the service, customers will be able to match up with their standards of needs and the major need with regards to an hotel are qualitative accommodation facility, best quality food, hygiene and cleanliness in the hotel premises, appropriate parking facility for guests, instant room service, instant response over the consumers queries and issues, etc. If all these factors will be included in the organizational policies and standards, attainment of the goals and the objectives becomes an easy and effective task. Ritz-Carlton Hotel Company would easily be able to set up an effective position in the target market (Hyun, 2010). For improving the quality of the service, Ritz-Carlton Hotel Company uses various strategies. The most common strategy used by them is customer feedback system as this is the most appropriate method through which the demands and the needs of a consumer could be analysed. This also provides an idea to the organization in relevance with the effectiveness and the efficiency of the services rendered by the organization to its consumers. Scope to enhance the effectiveness and the efficiency of the organizations services could also be measured with customer feedback system (Kara, et. al., 2013). Apart from managing the quality of the service of Ritz-Carlton Group of Hotels, significance of measuring the same is also very crucial in terms of increasing the productivity of the organization. This also helps them to analyse the current goodwill of the organization in the competitive business market. Hotel industry needs to follow certain rules and the regulations in terms of maintaining the same quality of the service while it is also essential for improving the organizational performance. Service quality could be measured through the customers reviews and their feedbacks in relation with the quality of the service rendered by the organization. Measuring the service quality is equally as important as the customer satisfaction. Importance of service measuring methods is big as it helps them to identify the most possible ways to improve the quality of the services (Karatepe, 2010). This also helps the organization to uplift the organizational performance as this is the most crucia l factor through which the customer satisfaction could be attained. Hotel Ritz-Carlton has adopted certain techniques which could help them to fulfil the customers needs and the expectations in relevance with attainment of the organizational objectives. They are known for delivering high class and unique services to its consumers in relevance with the organizational standards of services. Setting up the standards helps the organization to conduct the functionalities of the in an effective manner and on the basis of those standards. This will help them to enhance the organizational performance as well as it is also essential to attain the desired goals and the objectives (Kassim Asiah Abdullah, 2010). Adaptation of appropriate service quality management methods Below are certain techniques and the metrics which are recommended to the Ritz-Carlton Hotel Group for evaluating and managing the service quality: SERVQUAL: With the help of this method, organization could measure the subjective elements of the service quality and with the help of outcomes obtained; organization could adopt certain measures for improving the quality of the service. Survey method could be used under which customers will be asked to rate the quality of the service rendered by the organization (Keller, Parameswaran Jacob, 2011). Following elements could be used in terms of measuring the quality of the service: Reliability Assurance Tangibles Empathy Responsiveness Mystery Shopping: This technique is majorly used for hotels, retail shops and restaurants. Apart from these outlets, it could also be utilised for any other concern as well. Under this technique, undercover agent will avail the services of the hotel and on the basis of the standards mentioned by the hotel; satisfaction level will be evaluated by the undercover agent on the basis of SERVQUAL elements (Kim, ONeill Cho, 2010). Post service rating: Consumers are asked to provide certain ratings in relevance with their experiences regarding the consumption of the rendered services by organization. Under this technique, customers are also asked to provide comments and feedbacks for improving the quality of the service in the case where they felt disappointment. This technique is used by the hotels, restaurants, etc. immediately after attainment of the service and it also provides instant results (Kwok, et. al., 2017). Follow up Surveys: This method is used to ask the customers to rate the quality of the services on emails, messages etc. This method is also known as the email survey method. This is the best method from the customers perception because it provides space and time to think about the service and its quality and along with this; it also provides them the idea for detailed response which needs to be given to the organization (Law, Qi Buhalis, 2010). In-App Surveys: In-App survey is the method through which organization could attain attains the responses of the through application without consumption of any service and without any email (Li, Sanders Frenkel, 2012). This may include a set of questions or it may include only one question in relevance to rate the service quality of the organization. Customer effort score: In this method, customers are rewarded for bad services and for bad experience with the organization. Organization offers token for apologies and assures its users for the best experience in the future. This method also develops a unique image of the organization in the customers mind-sets (Liang, 2012). This realises the customers that company is accepting its mistake and will take certain actions in order to improve the particular service. This is majorly used by the online shopping websites, hotels, restaurants, etc. in terms of increasing the trust level of the consumers as well as it leads to building of customer relationship. It also acts the essential element in retaining the customers for a long run (Lo, Stalcup Lee, 2010). Social media monitoring: Social media monitoring has been the potential method for performing various tasks. This method has also helped the organization to attain its objectives and the goals in an effective manner. With the rise in the demand and the users of the social media platforms, this method has gained the momentum to be included as the method for measuring the quality of the service. Social media tools are generally used by the people to unleash their whole days frustration and the major element of social media is Facebook, WhatsApp and Twitter. All these techniques plays crucial role in terms of increasing the organizations quality of service (Mantey Naidoo, 2016). Documentation analysis: With the help of this approach, organization would identify all the low rated responses by the consumers in terms of evaluating the issues faced by the consumers. Amongst the responses, issues will be identified on the basis of majority, service related concerns, organizational process related concerns, etc. With the help of this analysis, appropriate measures will be adopted by the newly appointed manager to resolve those issues in terms of improving the customers experience with the hotel (Markovic Raspor, 2010). Objective service metrics: This approach will help the organization to identify the areas which could be improved through appropriate measures. Under this approach, consumers will be asked to share their reviews, opinions and feedbacks on the price charged by the organization, quality of the service in relevance with the price, satisfaction level obtained from the service consumption, food quality, etc. Amongst these areas, organization will analyse the factors through which the customers satisfaction level is decreasing. This will help them to adopt the most appropriate technique in relevance with improving the services and its quality in order to match up with the expectation of the organization (Mok, Sparks Kadampully, 2013). Above mentioned techniques are capable enough to extract the most appropriate results for resolving the crucial aspect which could also enhance the performance of the organization through uplifting the quality of the service. This is the crucial factor in the hotel industry as with these techniques, organization could identify the suspected areas and the measures through which those areas could be improved with the view to attain the sustainable growth in the competitive business environment (Nadiri Tanova, 2010). Apart from these measures, organization could also adopt the total quality management techniques through which the quality of the services and the products could easily be managed. This helps the organization to establish a vital place in the competitive hotel industry at the global level. The Ritz-Carlton Hotel Group is present at the international level and along with their presence in more than 30 countries; they have planned to introduce a new venture in the Hong Kongs market with the view to attain the growth and expansion objectives. The hotel is counted under the five star rating category and the customers expectations with these category of hotels are bit high (P. Crick Spencer, 2011). Thus, to accomplish the customers expectations, organization needs to adopt above mentioned techniques in terms of increase the quality of the service as well as to uplift the organizational efficiency. Ritz-Carlton Hotel could also identify the appropriate measures available such as total quality management system in the business environment in order to increase the effectiveness of their services effectiveness (Pereira-Moliner, et. al., 2012). Impact of leadership, social culture on front line employees, their engagement and managerial implications Leadership is an art which is used for managing the tasks of organization in an effective manner. This art is also useful in controlling, managing and directing the group of employees in same direction in terms of attainment of managements targets. Impact of leadership is quite huge and effective over the front line employees as well as it also influence managerial implications along with engagement of the employees in the accomplishment functionalities (Priuttc, 2017). Social cultures are the choices of people, tastes and preferences of the group of people, current, etc. All these create much impact over the organizational performance. These factors are useful for every organization as they needs to adopt or modify their methods in relevance with the target audiences needs, demands and the current trends follows by them. In relevance with the current scenario, Ritz-Carlton Group of Hotels is planning to introduce a new venture in the Hong Kong market. This place has been chosen on the basis of the market researchs outcomes (Raub Robert, 2010). With the help of market research, it was analysed that the demand of the hotels and its related services are bit high in Hong Kong due to huge presence of tourists. Hong Kong is included in the most attractive and favourable places from the perceptive of tourists (Ryu Han, 2010). Person directly interacting with the clients or engaged in the process of production are known as front line employees. These have great impact over the organizational performance and it is involved in the process of increasing the organizational process. The two crucial elements of an organization are leadership and management and both of these have severe impact over the organizational performance and over the employees. Front line employees should provide appropriate training, counselling sessions and the development programs through which they can update themselves in terms of enhancing their level of efficiency. Apart from this, it is also necessary in terms of increasing the organizational effectiveness through which organization could easily attain the goals and the objectives. Leaders need to adopt certain effective strategies along with the basic principles of leadership (Ryu, Lee Gon Kim, 2012). This will help the leaders to extract the best work from its team mates in ter ms of accomplishing the desired objectives of the organization. Basic principles of a leader are integrity, fair treatment amongst the employees, against to the discriminatory practices, etc. Along with these, leaders need to adopt certain policies and the methods such as motivational techniques in order to influence the employees and teammates towards the work. These techniques will help the employees to perform in an effective manner along with it also develops positive image for the organization amongst the employees. This leads to increase in the productivity as well as it also ensures the employees to enhance their efficiency. Organization will be able to accomplish its targets along with the fulfilment of the employees needs and it will also lead to the attainment of the employees needs (Solnet, Kralj Kandampully, 2012). Impact of social culture also carries huge weightage over the performance of the organization as well as over the front line employees and over the managerial implications. While launching the new hotel in the Hong Kong, Ritz-Carlton Group of Hotels needs to adopt certain strategies through which social development and other social objectives could be attained. Introduction of the hotel in the target market will lead to generation of various employment opportunities through which social objectives will easily be acquired (Talib Rahman, 2012). Apart from this, organization also needs to consider other social cultural issues. Cultural issues are not only HRs responsibilities; it affects the overall business functionality. The Chief Executive Officer and the management team should take the responsibility for the cultural issues and its effects along with the HR department in relation to resolve the issues and to enhance the organizational performance. It is the duty of the HR departmen t to analyse the market conditions of the target market in relation to adopt the policies and the methods through which organization could fulfil the needs and the demand of the society. This will lead to the attainment of the organizational goals and the objectives in an appropriate manner (Van Dijk, Smith Cooper, 2011). Engagement of the front line employees is huge in the organization in terms of enhancing the performance of the organization as well as it is also essential in terms of increasing the efficiency of the employees. Organization needs to adopt certain advanced strategies through which the front line employees and other employees could be involved in the decision making process so that they could actively participate in the crucial procedure of the organization. Then organization will be able to select the most appropriate strategy amongst the crucial options shared by employees. This will help them to select the most appropriate as well as effective one from the available options in terms of increasing the efficiency of the organization. Involving the employees in the decision making and other crucial processes of the organization lead to build confidence amongst the employees as well as it also makes the employees feel important for the organization. This leads to the development of th e relationship between employer and employee which is crucial segment in respect to the attainment of the goals and the objectives of the organization (Wang, Tsai Tsai, 2014). Managerial implications are the actions taken for comparing the results obtained from the execution of the functionalities with the expected results. Apart from this, it is also essential in terms of increasing the organizational performance because the gap evaluated between the expected and the actual performance attained will be the major reason which will reduce the organizational efficiency (Yeh, 2013). To reduce the gap between the set targets and the actual outcomes, organization can adopt certain set of strategies through which employees could be motivated and influenced towards the work. The organization will be able to attain the confidence of the employees and it will motivate them towards the work in terms of accomplishment of the goals and the objectives of the organization which will also leads to the attainment of the employees needs and the requirements (Ã… ½abkar, Bren?i? Dmitrovi?, 2010). Thus, the impact of leadership and social culture is huge over the front-line employees, managerial implications and over the engagement of the employees in the functionalities of the organization. It has been recommended to the company to adopt certain strategies with regards to the organizational standards and the policies in relation with the quality of the service (Bouranta, et. al., 2017). This will help them to uplift the quality of the service along with this; it will help the Ritz-Carlton group of hotels to set up their new venture in the target market. Customer feedback system (CFS) framework Ritz-Carlton Group of Hotel uses the survey method for monitoring and controlling the quality of the service. Following is the template used by the hotel for improving their quality of the service in terms of increasing the customer satisfaction level: Please mention the reason for your trip: (More than one option could be selected) Business trip Attend a conference Attend an event Visiting family or friends Holidays Who were you accompanied by? (More than one option could be selected) I was alone Colleagues Boss or business partners Spouse or family members Children Friends Reason of choosing this hotel? Have stayed prior to this Recommended by someone Location Reviews Price Facilities of the hotel Popularity of the hotel Other (please mention) Medium through you booked your visit? Hotels official website Any other website Over phone Through email Other (please mention) Any feedback regarding finding and booking the hotel? Please mention below: Any facility which had improved your experience with the hotel? Comfort stay Food Cleanliness Hygiene Other (please mention) From the perception of business trip, suggestions to improve the services: Facilities for text area Improvised internet facilities Conference room Pick and drop facility Other (please mention) Feedbacks for food and beverage facilities For room dining Restaurant dining Breakfast Any special item to be included in menu: How you will rate the pick and drop facilities provided by the hotel? Highly satisfied Satisfied Above average Average Below average Dissatisfactory From the above feedback survey, organization could use the consumers responses for the purpose of improving the organizational service quality. The survey and the questions used by the organization are effective enough to analyse the effectiveness and efficiency of the services while, it also provides certain areas which could be improved from the perception to increase the overall customer satisfaction. The above strategy is used by the Ritz-Carlton, Marriott International Group and various other hotels in terms of evaluating the customers experience with their hotels. This strategy also helps the hotels to analyse the impact of their services over the consumers and how they are effective to raise the customer satisfaction level. This acts as the best practice for the hotels and the restaurants as it provides them the most effective and accurate information with regards to the services and facilities offered to their guests. Further, it is the duty of the management to compare the results obtained with the results expected on the basis of the organizational policies and the standards (Blanch, 2014). With the help of this, organization will be able to adopt set of strategies which could be implied in order to reduce the gap between the organizational expectations and the original outcomes originated from the functionalities of the organization. With the help of this strategy, Ritz-Ca rlton Hotel will be able to set up its image in the new market and their desired objectives such as growth and expansion will easily be attained. Conclusion From the aforesaid information, it can be concluded that Ritz-Carlton Hotel is a well-known brand in the hotel industry as they are already present in more than 30 countries and territories across the globe. Now the company has planned to expand its business operations in the Hong Kong in terms of increasing their profitability and the revenues. This also enhances the market share of the organization at the global level. To set up an effective place in the target market, management of the organization has appointed quality consultant for adaptation of certain strategies through which gap between the current policies and standards could be modified in terms of increasing the quality of the service rendered by the organization. In this process, quality manager executed certain steps which include the significance of measuring and managing the quality of service of the Ritz-Carlton Hotel. In addition to this, report also concluded about the impact of leadership and other aspects over th e front line employees and over the managerial implications. The last part of the report concluded the customer feedback system framework used by the organization in terms of monitoring the performance. With the help of this framework, organization would be able to adopt certain strategies through which organization could improve its services quality rapidly. 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Retail Marketing The Clothes, the Models and Self

When it comes to selling clothes retail marketing is never easy. Since most people have their own self-image, as well as the image of an ideal self, it is very hard to find a model that can help promote clothes to any kind of target audience.Advertising We will write a custom research paper sample on Retail Marketing: The Clothes, the Models and Self-Image. Research Methods and Results specifically for you for only $16.05 $11/page Learn More While it is clear that most clothes look well enough on slim models, displaying clothes only with the help of slim models will mean negligence and even infringement of the rights of large people; hence, the need to introduce larger models arises. Gender is another tricky aspect; putting a clothing item that suits both men and women on a female model can possibly avert the male audience from the given item. That said, it is necessary to figure out what influence different means of promotion have on the target audience . Research Methods Since the given research presupposes the analysis of the efficiency of the existing marketing methods carried out with the help of questionnaires, it can be considered that the basic method of the given paper is quantitative research. It is also worth mentioning that, to evaluate the efficiency of the current marketing strategy, extensive statistical data have been derived from the created questionnaires and conducted opinion polls. The research offers statistics on a number of demographic characteristics, as well as on the opinions of the chosen type of demographics. Participants Speaking of the participants of the research, one has to mention that the research was conducted among students. However, the opinion of the older people was also taken into account. Therefore, the age in the participants’ group varies from 18 to 78. Hence, the mean age of an average participant in the research made 28.5 years (SD = 16, appr.), which means that the number of the y oung people prevailed in the given research. The research was conducted in a mixed group; therefore, both men and women were invited to participate. It is also worth bringing up that each of the participants had to evaluate the look of each model, i.e., both the models of the same and the opposite sex. Of the total number of people, 36% were men (N=90), and 64% were women (N=162).Advertising Looking for research paper on psychology? Let's see if we can help you! Get your first paper with 15% OFF Learn More Materials and Procedure It is important to mention that in the course of the research, the online server Qualtrix was used to analyze the research data. The study was carried out with the help of a mixed (quantitative and qualitative) analysis. The participants of the research were offered questionnaires to fill in. Later on, the answers were gathered and analyzed. Research Results Analyzing the research conclusion, one must mention that the expected results do not d iffer considerably from the ones obtained in the course of the research. A one-way ANOVA was used to analyze the differences in the answers of the research participants. As a reminder, the research revolves around two key variables, which are 1) how a person rates him-/herself with respect to thin model selection (You_thin), and 2) how a person rates him-/herself with respect to curvy/heavy model selection (You_curvy). That said, the results of the research are quite predictable, given the modern idea of being thin as the key principle of beauty. According to the research, the Pearson correlation concerning the You_thin model remained mostly within the 0.5 range (F(1; 254) = 0.002, DS = 0.2733, p0.5), which means that there is no major difference between the opinion of men and women concerning the attractiveness of the clothes when they are put on the You_thin model. The same cannot be said, however, about the attractiveness of the model itself; as the research shows, F(1;254) = 0.0 02, SD = 0.2033, p 0.5, which means that there are different opinions on the You_thin model. Finally, when answering whether the clothes on the You_thin model could look just as good on them, the participants of the research responded mostly positive (F(1; 254) = 0.002, SD =.3979, p 0.5). As for the You_curvy model, the opinions vary even more. It is noteworthy that in case of liking the clothing out on the curvy model, p equals 0.38, which means that most of the respondents would rather try the clothes on the You-thin model as well. Therefore, it can be concluded that the You_thin model correlated with the participants’ ideal self-image. The same cannot be said, however about the You-curvy model. Though the given variable featured the same set of options, the choices were less definite. It is impressive that the appeal of the clothes was increased (F (1; 254) = 0.5365, SD = 0.3480, p 0.5 for model attractiveness, F (1; 254) = 0.5365, SD = 0.846, p 0.5 for clothes attract iveness on the model and F (1; 254) = 0.5365, SD = 1.1, p 0.5 for clothes attractiveness on the participant.Advertising We will write a custom research paper sample on Retail Marketing: The Clothes, the Models and Self-Image. Research Methods and Results specifically for you for only $16.05 $11/page Learn More Therefore, it can be deduced that the You_curvy model, which did not relate to the modern ideal of beauty, destroyed the participants’ ideal self-image, thus, ruining the effect that the clothes produced. It is also impressive that the standard deviations in the You_thin and You_curvy models differ greatly; while in You_thin model, the standard deviation is rather low, which means that the participants have more or less similar viewpoints concerning the look of the clothes, the model and themselves in these clothes, the standard deviation is very high. The given information means that there has been a considerable difference between the an swers that the respondents gave. Therefore, it can be concluded that the You_curvy model contributes to shaping a negative (â€Å"curvy,† â€Å"large†) image of the respondents’ selves, which results in a low â€Å"grade† for the You_curvy model. This research paper on Retail Marketing: The Clothes, the Models and Self-Image. Research Methods and Results was written and submitted by user Beetle to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.