How Does Employee Motivation Affect Customer Satisfaction in Hospitality Industry Free Essay Example, 2000 words

The dilemma faced when the relationship between the staff and the customer becomes too close. Their findings provide the basis for the managers and other researchers on the subject of how intimacy and passion can be utilized, to better the customer service and also how to manage such a relationship effectively. The organizations according to Zemke and Schaaf (1989, p. 60) must rely on the motivation of their employees in the delivery of high-quality services. In their research, they found out that most of the famous organizations like U. Air and Federal Express used the empowerment of employee to reach to find customer satisfaction. They defined this customer satisfaction as the empowering of the employees by use of encouragement on their using imagination and their creativity. This meant entrusting them to do the right thing in their dealings with the customer. Cook, Sue, Toby, and Peter (1981) described empowerment, as the encouragement by the managers on employees, to make judgme nts and act on their own and giving them sufficient space to do this on their own initiative. Parasuraman and Zeithaml (1991, p. 255-265) stressed that the main important factor of quality service is the consideration of consumers because they solely evaluate the service offered and not the managers. We will write a custom essay sample on How Does Employee Motivation Affect Customer Satisfaction in Hospitality Industry or any topic specifically for you Only $17.96 $11.86/page They used the SERVQUAL scale where they used the variants like reliability, tangibles, assurance, responsiveness, and others. By using this scale, they found out that it offered a valid and reliable means of measuring the quality of service across a number of service industries.

Horned and Frilled Ceratopsian Dinosaurs

Among the most distinctive of all dinosaurs, ceratopsians (Greek for horned faces) are also the most easily identified — even an eight-year-old can tell, just by looking, that Triceratops was closely related to Pentaceratops, and that both were close cousins of Chasmosaurus and Styracosaurus. However, this extensive family of horned, frilled dinosaurs has its own subtleties, and includes some genera you might not have expected. (See a gallery of horned, frilled dinosaur pictures and profiles and a slideshow of famous horned dinosaurs that werent Triceratops.) Although the usual exceptions and qualifications apply, especially among early members of the breed, paleontologists broadly define ceratopsians as herbivorous, four-legged, elephant-like dinosaurs whose enormous heads sported elaborate horns and frills. The famous ceratopsians listed above lived exclusively in North America during the late Cretaceous period; in fact, ceratopsians may be the most All-American of dinosaurs, though some genera did hail from Eurasia and the earliest members of the breed originated in eastern Asia. Early Ceratopsians As stated above, the first horned, frilled dinosaurs werent confined to North America; numerous specimens have also been discovered in Asia (most notably the area in and around Mongolia). Previously, as far as paleontologists could tell, the earliest true ceratopsian was believed to be the relatively small Psittacosaurus, which lived in Asia from 120 to 100 million years ago. Psittacosaurus didnt look much like Triceratops, but close examination of this dinosaurs small, parrot-like skull reveals some distinctively ceratopsian traits. Recently, however, a new contender has come to light: the three-foot-long Chaoyangsaurus, which dates to the late Jurassic period (as with Psittacosaurus, Chaoyangsaurus has been pegged as a ceratopsian mostly because of the structure of its horny beak); another early genus is the 160-million-year-old Yinlong. Because they lacked horns and frills, Psittacosaurus and these other dinosaurs are sometimes classified as protoceratopsians, along with Leptoceratops, the oddly named Yamaceratops and Zuniceratops, and, of course, Protoceratops, which roamed the plains of Cretaceous central Asia in vast herds and was a favorite prey animal of raptors and tyrannosaurs (one Protoceratops fossil has been discovered locked in combat with a fossilized Velociraptor). Confusingly, some of these protoceratopsians coexisted with true ceratopsians, and researchers have yet to determine the exact genus of early Cretaceous protoceratopsian from which all later horned, frilled dinosaurs evolved. The Ceratopsians of the Later Mesozoic Era Fortunately, the story gets easier to follow once we reach the more famous ceratopsians of the late Cretaceous period. Not only did all these dinosaurs inhabit roughly the same territory at roughly the same time, but they all looked unnervingly alike, save for the differing arrangements of the horns and frills on their heads. For example, Torosaurus possessed two big horns, Triceratops three; Chasmosaurus frill was rectangular in shape, while Styracosaurus looked more like a triangle. (Some paleontologists claim that Torosaurus was actually a growth stage of Triceratops, an issue that has yet to be conclusively settled.) Why did these dinosaurs sport such elaborate head displays? As with many such anatomical features in the animal kingdom, they probably served a dual (or triple) purpose: horns could be used to fend off ravenous predators as well as to intimidate fellow males in the herd for mating rights, and frills could make a ceratopsian look bigger in the eyes of a hungry Tyrannosaurus Rex, as well as attract the opposite sex and (possibly) dissipate or collect heat. A recent study concludes that the main factor driving the evolution of horns and frills in ceratopsians was the need for members of the same herd to recognize each other! Paleontologists divide the horned, frilled dinosaurs of the late Cretaceous period into two families. Chasmosaurine ceratopsians, typified by Chasmosaurus, had relatively long brow horns and large frills, while centrosaurine ceratopsians, typified by Centrosaurus, possessed shorter brow horns and smaller frills, often with large, ornate spines projecting from the top. However, these distinctions shouldnt be taken as set in stone, since new ceratopsians are constantly being discovered across the expanse of North America--in fact, more certaopsians have been discovered in the U.S. than any other type of dinosaur. Ceratopsian Family Life Paleontologists often have a hard time distinguishing male from female dinosaurs, and they sometimes cant even conclusively identify juveniles (which may have been either the children of one genus of dinosaur or the full-grown adults of another). Ceratopsians, though, are one of the few families of dinosaurs in which the males and females can usually be told apart. The trick is that, as a rule, male ceratopsians had bigger frills and horns, while those of females were slightly (or sometimes significantly) smaller. Oddly enough, the hatchlings of different genera of horned, frilled dinosaurs seem to have been born with pretty much identical skulls, only developing their distinctive horns and frills as they grew into adolescence and adulthood. In this way, ceratopsians were very similar to pachycephalosaurs (bone-headed dinosaurs), the skulls of which also changed shape as they aged. As you can imagine, this has led to a fair amount of confusion; an unwary paleontologist may assign two grossly different ceratopsian skulls to two different genera, when they were actually left by differently aged individuals of the same species.

Which of Our Faculties Do You Think Is More Reliable -...

Which of our faculties do you think is more reliable - reason or perception? Give reasons. There are four ways of knowing. Reason is the way we obtain knowledge by means of our justifications and perception is the way we obtain knowledge by means of our experiences. People take different views on which one of our faculties is more reliable between reason and perception. As far as I am concerned, I would like to prefer reason tend to be more trustworthy. Two thirds of what we see is behind our eyes but perceptual illusions always exist in our life. And reason seems to give us certainty of judgment. The way we see something depends partly on the context in which we see it while sometimes the truth is hid by the visual†¦show more content†¦Perception is unreliable as we are not always having a normal attitude when we try to know about something or have to make a judgment. In contrast, reason can help us to detect the truth clearly. According to Sherlock Holmes, who prided himse lf on having made the ‘faculties of deduction and logical synthesis’ his ‘special province’. In one mystery concerning the theft of and expensive race horse, a police officer asks Holmes if any aspect of the crime strikes him as significant. The solution to this crime hinges on the fact that the watchdog guarding the horse did not bark in the night, and from this Holmes deduces that the thief must have been known to the dog. Formally, we can lay out Holmes’ reasoning process as follows: Watchdogs bark at strangers. It did not bark at the thief. Therefore the thief was not a stranger. In this case, how can we use perception to judge any truth? Well, we may not have Homes’ power of deduction, we are constantly using reason to go beyond the immediate evidence of our senses. This means that perception is not enough as our senses can all too easily mislead us. 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Jaguar Land Rover Transition to High Performance

Question: Discuss about the report in detail that which are those physical, financial and technological resources that will be required for building new facility to be operated in South England by Jaguar Land rover and also discuss the report mainly emphasized on implementing the budget for next one year operations of the footsteps of Cadburys, Coca Cola opened a Coca Cola Cafe in the heart of London. Answer: 1.0. Introduction This business report will discuss in detail that which are those physical, financial and technological resources that will be required for building new facility to be operated in South England by Jaguar Land rover (Hicks and Upton, 2010). This requirement will be explained in the analysis section, which will be based on the description of the present practices adopted, for existing facilities. This report will analyze various financial options that the company uses and which will be suitable for new facility. This report seeks to understand, that how will an effective management of all its resources such as human, physical, technological and financial resources, help Jaguar to improve its performance. 2.0. Description and Explanation of resources Physical Resources: Their operations are taking place at five manufacturing plants, three plants operates in vehicle manufacturing while the other two are the engineering and design centers in Midlands (Hungerlnder, 2013). They continually invest in these sites to meet the demand and have insured their facilities against any mishap. They adopt sustainability practices in the production of their cars. Technological Resources: Jaguar has invested 800 million in acquiring new technologies which can enable its vehicles to reduce environmental pollution and increase performance. They have developed new technologies to reduce the carbon emission so as to maintain its image among consumers. Since they use world class technologies, and they keep coming up with new and innovative products, it is crucial for them to protect its intellectual property with the help of patents and copyright. They differentiate themselves on the basis of its design, feel and other aesthetics. Therefore, they need to invest in intellectual property protection. Due to rapid technological advancements, they need to acquire new software licenses and renew the old ones. Financial Resources: Jaguar generates its capital from the profits as the internal source of financing. They generated about 2,429 million of net cash from operating activities in financial year 2013. They used these profits as working capital for the next year. The company uses other external sources for financing such as short term deposits. They generate cash from its other subsidiaries, cash generated from external debt and operations. In 2013, Jaguar had 2,167 million of debt which consisted of 1,869 million of long-term unsecured debt that will mature in 2018, 2020, 2021 and 2023 respectively (Hungerlnder, 2013). They also issue unsecured notes of $500 million. All these activities are governed by an agreement that Jaguar entered into as issuer, Citibank, N.A, London branch, as trustee for the holders, Jaguar Land rover Limited and Land rover. They also borrowed short term loans from Chinese subsidiary and each facility was guaranteed by Land Rover. They also used factoring to get finances for the company. 2.1. Analysis of the resource requirement The report has till now discussed, what are the practices used by Jaguar in its existing facilities. Since the company wants to start it operation in South of England they should have the following requirements. Physical Requirement: They will require spending on acquiring new land to build its facility, they will choose a barren land in the outskirts, in order to be sustainable, and therefore, this will cost them less (Jaguar Land Rover / Investition in neues Motorenwerk, 2013). They dont need to have any more design centre as it is already highly operational and sufficient. However, they need to make investment in plant and machinery, waste management techniques and they need to also invest in insurance and security of its facility. Technological Requirement: They do not need to make additional investment on protection on intellectual property as the design centre will remain the same; therefore, it is already taken care of. They already have the technological knowhow so as to reduce the carbon emission; therefore, they can make use of those technologies . Also, since they make use of Virtual engineering, they can cut down on the cost and time of making new vehicles. However, investment will be required on acquiring eco friendly technologies to drive their growth in future. Financial Requirement: As discussed earlier, Jaguar uses a varied combination of internal and external resources to acquire funds for its operations. For the purpose of their new facility, they can make use of their capital generated by the profits and not spend the company savings (Neghabi, Eshghi and Salmani, 2014). They use various external sources, therefore, to operate in South England, they might choose to raise funds by issuing shares but taking short term loans from bank will be most suitable for Jaguar, as the interest rates have dropped to as low as 0.5% in England and the banks will be following loose monetary policy for some time now. Thus, this would be the best option for them as this will reduce cost. 2.3. Evaluation Thus, the report has discussed what the current practices are and what they should do if they want to open up new facility in England to increase productivity. The financial requirement is not very high as they already have the required technological knowhow and they dont have to spend on intellectual property protection mechanism (Rebolledo-Mendez et al., 2014). However they do require investing in the waste management equipments in order to protect the environment in its new location. Physical resource requirements are also minimal. They need to hire new local workers in order to reduce labor cost and increase efficiency. Taking loans will be most beneficial for the company due to low interest rates. 3.0. Conclusion After the detailed discussion on all the resources, it can be concluded that Jaguar Land rover have been using sustainable practices for its business from long. This has been an advantage for the company. They can easily open up new facility in England. They have always adopted strategies to protect the environment (Zeilhofer et al., 2013). Their brand is known for providing eco friendly luxury cars equipped with latest technology and bringing in new and innovative designs. Their product scores high on aesthetic value. Thus, it can be concluded that have effectively managed all their resources which has led to improved performance. This is reflected in their revenues and loyalty among satisfied customer. Introduction: The report mainly emphasized on implementing the budget for next one year operations of the footsteps of Cadburys, Coca Cola opened a Coca Cola Cafe in the heart of London. Based on the given financial information, next one year budgeted profit and loss statement has been prepared on monthly basis. In addition to this, budgeted balance sheet, break even analysis and ratio analysis has been performed for this study. Assumption made for preparing budget: No of customer per day 200 Average earnings per customer 15.50 Wages per month 15,530.00 Cost of goods sold per customer 7.16 Rent per month 20,000.00 Utilities per month 2,600.00 Fixture and fixing 12,000.00 It is also expected that the number of customer in next 6 months will be increased by 2% and from 7 month onwards, the daily number will be increased by 5%. Based on these given information, below is the budgeted income statement for the new venture. Month by moth Assumptions No of customer per day increase Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12 Year 1 - 2% 2% 2% 2% 2% 5% 5% 5% 5% 5% 5% Budgeted Profit and loss Statements Sales unit 6000 6120 6242 6367 6495 6624 6956 7303 7669 8052 8455 8877 85161 Sales revenue 93,000.00 94,860.00 96,757.20 98,692.34 1,00,666.19 1,02,679.51 1,07,813.49 1,13,204.16 1,18,864.37 1,24,807.59 1,31,047.97 1,37,600.37 13,19,993.21 Cost of goods sold 42,960.00 43,819.20 44,695.58 45,589.50 46,501.29 47,431.31 49,802.88 52,293.02 54,907.67 57,653.06 60,535.71 63,562.49 6,09,751.70 Gross profit 50,040.00 51,040.80 52,061.62 53,102.85 54,164.91 55,248.20 58,010.61 60,911.14 63,956.70 67,154.54 70,512.26 74,037.88 7,10,241.51 Operating expenses Wages 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 15,530.00 1,86,360.00 Rent 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 20,000.00 2,40,000.00 Utilities per month 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 2,600.00 31,200.00 Fixture and fixing 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 1,000.00 12,000.00 Total operating expenses 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 39,130.00 4,69,560.00 Profit before tax 10,910.00 11,910.80 12,931.62 13,972.85 15,034.91 16,118.20 18,880.61 21,781.14 24,826.70 28,024.54 31,382.26 34,907.88 2,40,681.51 Tax @30% 3,273.00 3,573.24 3,879.48 4,191.85 4,510.47 4,835.46 5,664.18 6,534.34 7,448.01 8,407.36 9,414.68 10,472.36 72,204.45 Net profit 7,637.00 8,337.56 9,052.13 9,780.99 10,524.43 11,282.74 13,216.43 15,246.80 17,378.69 19,617.18 21,967.58 24,435.51 1,68,477.06 The above budgeted income statement indicates that over the one month period, the venture will earn 1,68,477.06 as total profit after all deduction. Breakeven analysis: Break even calculation Fixed cost 4,69,560.00 Revenue per customer 15.50 Variable cost per customer 7.16 Breakeven point 56302 According to the overall analysis, the company mainly calculates the breakeven point of the company that is mainly base on the fixed cost that contains fixed cost of the company revenue generated by the company and the variable cost allocated by the organization. The fixed cost of the company is mainly consists wages, rent and utilities cost per month of the company. The company is efficiently able to maintain the breakeven analysis of the organization to maintain the no profit and no loss situation for the company within a given period. Limitations of breakeven analysis Several limitations are occurs during the calculation of breakeven analysis of the company which is mainly related to the maintenance activities of the revenue generated by the company within a particular period. It is difficult for the company to maintain the graphs and analysis each products of the company. The breakeven analysis of the organization is very quickly being affect by the certain changes in the business environment of the company. The breakeven analysis would not support the several activities of the company to take several decisions about the operational activities of the company. The security cost of an organization is increases due to breakeven analysis of a particular organization are fixing in nature. The fixed and variable cost of the production is difficult to categorize in the breakeven analysis of a company. Budgeted balance sheet: Assets Initial balance Cash and short-term investments 19,100.00 Accounts receivable 3,000.00 Total inventory 25,000.00 Prepaid expenses - Deferred income tax - Other current assets 5,000.00 Total current assets 52,100.00 Buildings 1,50,000.00 Land 2,500.00 Capital improvements - Machinery and equipment 10,000.00 Less: Accumulated depreciation expense - Net property/equipment 1,62,500.00 Goodwill - Deferred income tax - Long-term investments - Deposits - Other long-term assets - Total assets 2,14,600.00 Liabilities Initial balance Accounts payable 2,000.00 Accrued expenses - Notes payable/short-term debt - Capital leases - Other current liabilities 100.00 Total current liabilities 2,100.00 Long-term debt from loan payment calculator 1,00,000.00 Other long-term debt - Total debt 1,02,100.00 Other liabilities - Total liabilities 1,02,100.00 Equity Initial balance Owner's equity (common) - Paid-in capital 1,12,500.00 Preferred equity - Retained earnings - Total equity 1,12,500.00 Total liabilities and equity $2,14,600 Ratio analysis: Current ratio Current assets 52,100.00 Current liabilities 2,100.00 Current ratio 24.80952381 current ratio is mainly calculated for analysis of the companys position that an organization is capable enough to pay their short obligations within a given period of time. As this company will be in a new venture so the current ratio of the higher in compare to its competitors is 24.81 which shows that company has enough money to pay their short term obligations in the coming future. Quick ratio current assets 52,100.00 Inventory 25,000.00 Current liabilities 2,100.00 Quick ratio 12.90 A quick ratio shows that a particular company is having good capability to pay their short term obligations which is excluded the inventory of company. In this analysis the company is mainly having quick ratio of 12.90 which shows company will be able to handle the future obligations of their creditors within a given period of time. Gross profit percentage Gross profit 7,10,241.51 sales 13,19,993.21 Gross profit percentage 53.806% From, the above gross profit margin percentage, it can be said that over the next one year, if the organization will perform as per the expectation, then there will be sufficient amount of fund for additional expenses and further savings. Net profit percentage Net profit 1,68,477.06 Sales 13,19,993.21 Net profit percentage 12.763% While, gross profit margin will be in standard position, the above net profit margin indicates that the venture needs to consider its fixed costs with care. Here, the operating expenses level needs to be taken care of. Return on capital employed EBIT 2,40,681.51 Capital employed 1,12,500.00 Return on capital employed 2.139391188 Here, the return of capital employed value is above the standard level. This indicates that the venture will sufficiently manage its capital. Stock turnover Cost of goods sold 6,09,751.70 Inventory 25,000.00 Stock turnover 24.39006811 This particular ratio has explained how efficiently, the venture will transform its inventory to liquid assets. As the value shows, it can be said that the venture will be able to transform the inventory level more than 24 times over the next one year. Reference List: Hicks, J. and Upton, S. (2010). Jaguar Land Rover transition to high performance training program.Industrial and Commercial Training, 42(5), pp.247-250. Hungerlnder, P. (2013). Single-row equidistant facility layout as a special case of single-row facility layout.International Journal of Production Research, 52(5), pp.1257-1268. Jaguar Land Rover / Investition in neues Motorenwerk. (2013).MTZ Motortech Z, 74(6), pp.437-437. Neghabi, H., Eshghi, K. and Salmani, M. (2014). A new model for robust facility layout problem.Information Sciences, 278, pp.498-509. Rebolledo-Mendez, G., Reyes, A., Paszkowicz, S., Domingo, M. and Skrypchuk, L. (2014). Developing a Body Sensor Network to Detect Emotions During Driving.IEEE Trans. Intell. Transport. Syst., 15(4), pp.1850-1854. Zeilhofer, P., Cezar, A., Trres, N., de Almeida Jcomo, A. and Silveira, L. (2013). Jaguar Panthera onca Habitat Modeling in Landscapes Facing High Land-use Transformation Pressure-Findings from Mato Grosso, Brazil.Biotropica, 46(1), pp.98-105.