Unruly Customers and Employee Turnover Intention

Introduction To promote service quality and customer satisfaction, most firms use the slogan ‘the customer is always right’. The underlying assumption is that customers are always â€Å"rational and functional† in their encounters with employees (Reynolds Harris, 2003, p. 145). As such, managers instruct the retail staff to address customer complaints, including any product/service changes they desire, to improve business performance.Advertising We will write a custom research paper sample on Unruly Customers and Employee Turnover Intention specifically for you for only $16.05 $11/page Learn More Honest feedback from customers can enable a business to improve customer service and provide more value to its clients. This would help the firm grow and become successful in the market.  While customer feedback is invaluable, in some cases, unreasonable demands made by customer dissatisfied with his or her customer experience can affect s taff performance. The dark side of clients may manifest as verbal abuses and threats directed at the staff or unreasonable complaints and requests (Harris Reynolds, 2003). To protect employees from customer deviance, it is important for the business owner to stand with his or her team. This would enhance the employees’ confidence in their work and improve their job satisfaction. Research Question The proposed study will examine the following research question: how does customer deviance influence job satisfaction and employee retention in the service industry? Background Research Harris and Reynolds (2003) identify verbal abuse, disrespect for company policies, and unreasonable requests as the common forms of behavior shown by unruly customers in the hotel industry. Deviant customer behavior has negative impacts on the staff, including psychological, emotional, and behavioral effects. Interactions with challenging customers lower staff morale and motivation, which in turn re duce job satisfaction and retention (Harris Reynolds, 2003). Without adequate organizational support, customer aggression can force employees in the sales/marketing team to leave the organization or the sector. Organizational support is essential in dealing with challenging customers. It is critical that the CEO or manager examines the situation fairly before making a decision regarding the merits of the customer’s complaint or request.Advertising Looking for research paper on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Ben-Zur and Yagil (2005) write that the lack of organizational support results in â€Å"employee burnout, emotional exhaustion, and low self-esteem† that may affect productivity and workplace relations (p. 91). Empowering staff enables them to be more assertive and able to control customer behavior. Hypothesis Managers or business owners often feel obliged to grant customers their desire s. However, this approach only enhances deviant behaviors in customers and makes employees powerless and demoralized (Ben-Zur Yagil, 2005). As a result, employees may become dissatisfied with their working conditions and have the desire to leave the organization or sector. The study hypothesizes that customer incivility coupled with a lack of organizational support increases turnover intentions in employees working in the service sector. Ethical Concerns In research, protecting the participants from any potential harm and preserving the anonymity and confidentiality of information are the key ethical challenges that a researcher must address (Corbetta, 2003). The researcher must also seek an informed consent from the participants. Since the proposed study will involve staff interviews on customer incivility and organizational support, any sensitive information given will have the potential of damaging an employee’s relationship with his or her employer or supervisor. The res earcher will neither reveal the identity of the participants nor their responses to the organization to protect them from reprisals. Privacy and anonymity will be ensured during the entire research process.  Another ethical challenge relates to obtaining informed consent from the participants. The employees may feel under pressure to participate if the invitation comes from their superiors. In addition, a complex language may prevent junior workers from understanding the contents of an informed consent letter. The researcher will provide the full details of the research in a simple language to participants prior to participation. Additionally, the participants will be allowed to withdraw at any point during the research without risking any penalty.Advertising We will write a custom research paper sample on Unruly Customers and Employee Turnover Intention specifically for you for only $16.05 $11/page Learn More Preliminary Thoughts about the Research D esign The study will use a descriptive research design to investigate how customer incivility coupled with the lack of organizational support enhances an employee’s intention to leave the firm. It will draw its subjects from the management and frontline staff working in the banking industry. The frontline employees interact with customers and process customer requests on a daily basis. Data collection will involve semi-structured interviews conducted at two levels, namely, staff and management levels. Each participant will be interviewed at his or her workstation in a session lasting about 15 minutes. The researcher will use information seeking questions to explore the participants’ experiences with customer incivility, their views on organizational support, and their turnover intentions. Thematic analysis approach will be used to analyze the qualitative data collected. The Sampling Approach The study will use convenience sampling to recruit participants based on acces sibility. Given that bank employees are busy during working hours, it will be prudent to use this approach to achieve data saturation. The study will interview 20 front-desk workers (customer care staff) and 5 managers from 3 different commercial banks. It is estimated that a sample size of 25 interviews will generate sufficient data for the research. To access the respondents, the researcher will contact the bank managers and inform them of the study’s goals and methodology. They will communicate this information to the employees and schedule a day for the interviews. Participation will be voluntary and no incentives will be offered for participating in the study. References Ben-Zur, H., Yagil, D. (2005). The Relationship between Empowerment, Aggressive  Behaviours of Customers, Coping, and Burnout. European Journal of Work and Organizational Psychology, 14, 81–99. Corbetta, P. (2003). Social Research: Theory, Methods, and Techniques. London: Sage  Publishers.Adv ertising Looking for research paper on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Harris, L. C., Reynolds, K. L. (2003). The Consequences of Dysfunctional Customer  Behaviour. Journal of Service Research, 6, 144–161. This research paper on Unruly Customers and Employee Turnover Intention was written and submitted by user Nataly I. 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.

The concept of Happiness according to Kant ( with the categorical imperative) and Mill (with the utilitarianism).

The concept of Happiness according to Kant ( with the categorical imperative) and Mill (with the utilitarianism). Kant vs. MIll"Happiness"In two words the concept of happiness exemplifies the "American dream". People go to any means by which to obtain the many varied materials and issues that induce pleasures in each individual, and ultimately in the end, the emotion remains the ultimate goal. John Stewart Mills, a nineteenth century philosopher, correctly supported the pursuit of happiness, and maintained the concept that above all other values, pleasure existed as the utmost objective. Mills promoted his views of natural human tendency and his arguments supporting his theory that above all else, happiness was the most important dream to be fulfilled. Although Mills believed so strongly in his idea of happiness, another philosopher, by the name of Immanuel Kant, proposes a counter argument based on the principles of metaphysics. Immanuel Kant, in " Groundwork of the Metaphysics of Morals," defends his strong beliefs in the issue of a good will.Mill Street, WarwickIn my paper I will discuss the different claims made by each Mills and Kant on happiness's role in moral life, and present the issue that diminishes to a clash between emotions and pleasures verses rationality and logic.Kant's moral theory and Utilitarianism are similar in the respect that they both attempt to explain how one can go about acting ethically, however they differ in areas of measuring morality and their usage of rules. Both Kant and Mills measure morality in different ways. Kant says that an act is deemed moral for two reasons: if it's done for the sake of duty and if its maxim can be willed as a universal law. If one completes an action based on their duty to perform, they do the right thing because it is what they feel they ought to do as their duty. Therefore, this act would...

How to get an Order of Protection

How to get an Order of Protection What do you do when you feel unsafe with someone in your family or household? Contacting law enforcement and getting an order of protection may be for you.   The Facts An order of protection (also called a restraining order) is an official legal document, signed by a judge, that is filed against a current or former family member or household member or other similar relationship. The order forces that individual to keep at a distance and is intended to prevent his or her abusive behavior toward you. Enforceable in court, it can be drafted to meet your specific needs as they apply to your situation. How It Works An order of protection can require the abuser to stay away from you and limit other forms of access; it can prevent the abuser from contacting you by phone, cell phone text messages, email, mail, fax, or third parties. It can force the abuser to move out of your home, give you exclusive use of your car, and award you temporary custody of your children along with child support, spousal support, and the continuation of insurance coverage. If the order of protection is violated by the abuser- if he or she visits you at home, in the workplace, or anywhere else or makes phone calls, sends emails, or attempts to contact you- the abuser can be arrested and placed in jail. How to Obtain One To get an order of protection, you have several options. You can contact the states or district attorney or inform the police that you wish to apply for an order of protection. You can also go to the county in which you or your abuser resides, and ask the court clerk for Order of Protection forms, which must be filled out. After the paperwork is filed, a hearing date will be set (typically within 14 days) and you will be required to appear in court on that day. The hearing may take place either in family court or criminal court. The judge will ask you to prove that you have experienced abuse or been threatened with violence. Witnesses, police reports, hospital and physician reports, and evidence of physical abuse or assault are often necessary to convince the judge to issue an order of protection. Physical evidence of abuse such as injuries caused by abuse or photos that show past injuries, property damage, or objects used in the assault will help make your case. How It Protects You The order of protection provides you an opportunity to define your safety needs. If children are involved, you can request custody and restrictions on visitation or no contact orders. Whenever the abuser violates the terms of the order of protection, you should call the police. Once you obtain one, it is imperative that you make multiple copies of the document. It is important that you carry a copy of your order protection at all times, particularly if you have children and there are custody and visitation limitations. Sources â€Å"Domestic Violence.†Ã‚  American Bar Association, www.americanbar.org/groups/public_education/resources/law_issues_for_consumers/protection_howget/.â€Å"Obtaining an Order of Protection.†Ã‚  FamilyEducation, 25 July 2006, www.familyeducation.com/life/divorce-law/obtaining-order-protection.

Ethics and Diversity Essay Example | Topics and Well Written Essays - 1500 words

Ethics and Diversity - Essay Example Prior to that, all of the Equal Pay Act (1970), the Sex Discrimination Act (1975), the Race Relations Act (1976) and the Race Relations Amendment Act (2000), sought to ensure against both direct and indirect discrimination in the provision of goods and services and within the workplace. From the legal standpoint, therefore, diversity is obligatory. Legislature and regulations aside, the question is whether or not firms have an ethical duty to embrace workforce diversity and to ensure that they have a diverse workforce. While some scholars have argued that workforce diversity cannot be defined as an ethical obligation insofar as it could lead to the hiring of less qualified candidates simply because of their race, religion, or ethnicity, among others (Darr, 2002), other scholars maintain that it is an ethical obligation (Ludlum and Mascaloinov, 2004). Pending the presentation of a brief understanding of the implications of diversity and a review of the argument against it as an ethical obligation, the present research will argue in favour of workforce diversity as an ethical responsibility towards which all firms must aspire. The concept of diversity is an all-inclusive one and, refers to the collectivity of human differences and similarities along a given dimension (Cox, 1993). As pertains to a workforce, Caudron and Hayes (1997) maintain that both dimensions and measures of diversity include socioeconomic and psychographic characteristics, race, cultural and ethnic heritage, religion and belief systems, gender and sexual preferences and, age. Other significant dimensions and measures of diversity, although lesser appreciated and researched in relation to intra-organisational relations and dynamics, are political affiliations and socioeconomic and functional backgrounds (Gordon, 1995; Caudron and Hayes, 1997; Stockdale and Crosby, 2003; Gardenswartz , 2003; Barak, 2005). Arguing the above definition to be unjustifiably expansive, some researchers have called for a more precise focus on a particular set of diversity dimensions and measures. These are race, culture, gender, religion, and ethnicity. Indeed, by expanding the parameters of diversity to include age and sexual preferences, attention has been deflected from the more seminal of the diversity categories, chief amongst which are race and ethnicity (Cox, Lobel and McLeod, 1991; Polzer, Milton and Swann, 2002; Arrendondo, 2004; Squires, 2005; Ocon, 2006). It is in relation to the more seminal of these differences that scholars have argued the ethics of their implementation. 3 Suspect Ethics As earlier noted some scholars have disputed the ethics of workforce diversity and contend that its identification as an objective contradicts a firm's ethical obligation to hire employees on the basis of merit, qualifications and potential. The aforementioned criteria for candidate selection is nothing short of an ethical obligation which firms owe their stakeholders, job candidates, society and the economy at large (Mujtaba, 2006). As per the stated argument, firms owe their stakeholders, not to mention the economies within which they operate, a duty to perform in accordance with best practices guidelines. It further owes job candidates an ethical duty to acknowledge the more meritorious and qualified among them. When diversity becomes the objective, candidates are not selected according to merit and,

BUSINESS RESEARCH METHODS Essay Example | Topics and Well Written Essays - 1500 words - 1

BUSINESS RESEARCH METHODS - Essay Example It is of high importance to mention that the better levels of technology powered connectivity are resulting in the successful diffusion of various global trends, which emerges from various markets around the world. Because of faster evolution of the globalized trends, it can be said that the consumers are getting more and more aware of their needs and wants. It also has to be said that the better connectivity is helping the rapid dispersion of global trends from the well established markets to the emerging markets, thereby creating the opportunity for development of consumer demands. This entire cycle of increasing in consumer demand is having a direct impact on the part of the consumers in a circular manner. Faced by growing domestic demands in the marketplace, multiple companies located in various markets around the world are increasingly trying their level best to enter the new markets as they promote significant amount of business opportunity As a result, a major shift of power balances is happening in the markets from the sellers to the buyers. The shift is more happening because of the large number of alternatives that are being currently made available in the market. This has brought the focus on communicating the value of the products to the right set of consumers. While doing so, the companies and business organizations focus on the process of usage of celebrity endorsers. The buying process is in general bifurcated into three phases, that is, ‘pre-purchase’, ‘purchase’ as well as ‘post-purchase’ (Rayport & Jaworski, 2003, p. 119). The decision making process of the consumers comprises of need recognition, search for information, alternative evaluation, purchase as well as post purchase analysis (Lamb and et.al, 2011, p. 189). With the rise of competition in the modern business world, marketing communication has become vibrant and filled with endorsements. As a result, it has become very challenging for brands to get noticed by the

Effects Valium has on Seizures :: Biology Essays Research Papers

Effects Valium has on Seizures My sister is a victim of a disease called Rett Syndrome which causes her to have intense seizures. She is seventeen now and has had seizures her whole life. Having faced these for many years now, my parents have been through lots of different types of medications to help treat and control her seizures. The newest type of medication is Valium and so I though that I would take this opportunity to learn more about it and its effect on seizures. First off, it is important to understand what a seizure is. A seizure is caused by abnormal discharge of electric stimulation in the brain. They may also be caused by salt imbalances in the blood, gastrointestinal disease, poisoning, head injury, brain disease such as a tumor, a malformed blood vessel, or anything that causes sudden lack of oxygen to the brain.((1).) Seizures are also grouped into different categories depending on how severe they are and also depending on which part of the brain is effected. For example, if the entire brain is involved it is a generalized seizure as opposed to if only a portion of the brain is effected and in that case the seizure is a partial seizure. ((2).) There are two types of partial seizures, simple partial and complex partial. There are also two types of generalized seizures, generalized absence (petit mal) and tonic-clonic (grand mal). The seizures that my sister has are tonic-clonic or grand mal, which are considered the most severe type of seizure to have. With a tonic-clonic seizure, there are two phases. In the tonic phase, the person loses consciousness and falls, as the body grows rigid. In the clonic phase, body extremities jerk and twitch. After the seizure, consciousness returns slowly. ((2).) Over the years, my sister has been through various different medications whose intent was to control her seizure activity. A new type of treatment that her neurologist suggested trying is Valium (Diazepam). Valium is a drug that effects the limbic, thalamic and hypothalamic regions of the central nervous system. ((3).) Valium slows the central nervous system and is used to treat anxiety related disorders and conditions that cause severe muscle spasms and convulsions. ((4).) Valium is administered rectally. Liquid Valium is absorbed fast from the rectum. The effect should take place 5-15 minutes after the injection.((3).) Valium should not be used on a daily basis because it can cause withdraw and it also has many other side effects.

Out of Africa or Multiregional Theory Essay

For many years, scientists have wondered about the evolution of mankind. The two theories that scientists have come up with over the years to explain the theory of evolution were the multiregional theory and out of Africa theory. The multiregional theory expresses the idea that Homo erectus developed in different parts of the world. The out of Africa theory expresses that Homo erectus developed in Africa nearly two million-years-ago and as the temperatures changed, they moved throughout the world and developed differently. The multiregional view posits that genes from all human populations of the Old World flowed between different regions and by mixing together, contributed to what we see today as fully modern humans. The replacement hypothesis suggests that the genes in fully modern humans all came out of Africa. As these peoples migrated they replaced all other human populations with little or no interbreeding† (Johanson, 2001). The multi-regional hypothesis argues that our early hominid ancestors, including Homo ergaster and Homo heidelbergensis, migrated out of Africa and thus the evolution of modern humans took place in different parts of the world – a process termed regional continuity. This theory places great emphasis on the notion of steady evolutionary alterations or changes that happen in different regions and produce diverse variations of the species. Evolution of this kind is kept at a regular rate due to an amalgamation of cultural progress and ‘gene flow’ or interbreeding, thus keeping all lineages evolving at the same time. This process is characterized as parallel evolution, which suggests a subtle morphological resemblance between populations of species who are geographically separated† (Edwards, 2012). â€Å"The out of Africa view posits that Homo erectus migrated out of Africa the different populations became reproductively isolated, evolving independently, and in some cases like the Neanderthals, into separate species Homo sapiens arose in one place, probably Africa Homo sapiens ultimately migrated out of Africa and replaced all other human populations, without interbreeding modern human variation is a relatively recent phenomenon† (Johanson, 2001). The Out of Africa theory predicts that the earliest fossils of Homo sapiens will only be found in Africa along with any transitional fossils, marking the evolutionary process of these modern humans. Such fossils will not be found outside this area. Secondly, this model suggests that modern-day human populations may not necessarily share lineages or links with the earlier populations that inhabited the same region. This idea stems from the notion that the new populations of modern humans that inhabit an area will replace any archaic Homo species that occupy this region, thus establishing a new lineage of descent. Evidence in support of these ideas exists through multiple sources, showing the clear superiority of this theory in contrast with the multi-regionalist model. Such evidence can be found in the striking research of molecular geneticists; research which supports the idea of modern humans arising in one place and subsequently spreading elsewhere† (Edwards, 2012). Both theories were further examined through anatomical, archaeological, and genetic evidence to prove which theory seems more valid. â€Å"The anatomical and paleogeographic evidence suggests that Neanderthals and early modern humans had been isolated from one another and were evolving separately into two distinct species† (Johanson, 2001). â€Å"The genetic studies support the view that Neanderthals did not interbreed with Homo sapiens who migrated into Europe. It is, therefore, highly likely that modern humans do not carry Neanderthal genes in their DNA. † (Johanson, 2001). â€Å"Archaeological evidence from Europe suggests that Neanderthals may have survived in the Iberian Peninsula until perhaps as recently as 30,000 to 35,000 years ago. Fully modern humans first appear in Europe at around 35,000-40,000 years ago, bringing with them an Upper Paleolithic tool tradition referred to as the Aurignacian. Hence, Neanderthals and fully modern humans may have overlapped for as much as 10,000 years in Europe. Again, with fully modern humans on the scene, it is not necessary to have Neanderthals evolve into modern humans, further bolstering the view that humans replaced Neanderthals. † (Johanson, 2001). The out of Africa theory is the theory most scientists are approving as the evolution of all humans due to fossil, anatomical and genetic evidence. â€Å"Researchers have discovered fossilized remains of two previously unknown primate species that lived 37 million years ago in what is now the Egyptian desert. The ancient teeth and jawbones of the tiny, monkeylike creatures shed new light on the poorly understood evolution of early anthropoids, a suborder of primates that includes apes, monkeys, and humans. The discovery, researchers say, is evidence that the common ancestor of living anthropoids arose in Africa and that anthropoids have been evolving on the now separated Africa-Arabia landmass for at least 45 million years† (Lovgren, 2005). All evidence points to the out of Africa theory being the most probable theory.