Case Study about Tanglewood Company

Introduction The case is going to focus on the recruiting procedure by the company Tanglewood which operates departmental stores. This paper will construct a recruitment guide with the current situation of Tanglewood. This can be used in advertising for the job chances that the company may be having. A focus on the methods employed by the company while recruiting their staff will also be analyzed. This will give an opportunity to analyze these methods in terms of success vis-Ã  -vis the costs involved. It will recommend the best method that Tanglewood could adopt in recruiting their staff. Question 1 Position: Brand Manager Reports to: Marketing Director Qualification: No minimum qualification, just prove you can do the job most efficiently Relevant labor Market: Washington and Oregon Activities to undertake to source well qualified candidates: Advertise in the media Contact regional middle-size companies to see if any are out placing any middle aged branding manager Request employee referrals Get the best performer from the tests run by the Kiosk Staff members involved: HR Recruiting manager Director Marketing Department V.P Human Resources Potential peers and direct reports Budget: $2,000-$4,000 Question 2 From the organizational context, the targets for the jobs are performers. The organization is interested in obtaining the best they possibly can to complete the assignments that would be delegated to them by the company. Evaluation of the various methods Media This method is ‘open’. This is because it allows for everyone who can access the media adverts a chance to apply for the vacancy(s) advertised by the media outlets. For instance, the internet offers the whole world access to the company adverts and this way invites application from the all walks of life. Generally, advertisement costs are expensive depending on the type of media outlet used. The rates may range from 2,000-10,000 (emphasis: depending on the type of media outlet). Referrals This method is more targeting. It targets the employee’s relatives and friends. By offering the employees some amount of money ($100) for each successful referral, the company targets its employee’s contacts. This may be fruitful as one may be having efficient contacts and as well adds on good relations among the employees in the work place. Kiosk This is an open method allowing anybody (who can access the kiosks) to apply for jobs. The score feature ensures the company gets the best staff but it is open to manipulation by others. State Job Services Is a very cost effective method while at the same time ensures competent staff for the company. It is an open method which ensures screening for the best. Staffing Agency The method is quite costly though ensures a fast process to acquiring an employee when the company needs. It is an open method aimed at securing staff fast. Question 3 Generally, in Washington, referral does better than the other three methods in terms of the qualification rate. This may be because the employees mostly refer their peers: classmates and the other people they’ve worked with before. It also shows good results in as far as the retention after one year and/or 6 months goes. Although it is the most expensive of the methods applied in Washington, it remains the most effective. Kiosks are cheaper with an average performance compared to referrals. To evaluate which method is the most efficient, we would have to determine whether the difference in success between the two methods are worth the extra costs spent for the referrals method. Media is not worth investing into as the costs are almost similar to that of job service while not indicating any better performance than job service. With these results, where Job service can be applied, it should be the company’s preferred method. Using Eastern Washington as the reference, the difference in success in 1 year retention is 11% (75%-64%) while total difference in cost is 2,565,760-1,982,936= 582,824 Using Southern and Nothern Oregon as examples, agencies are the best. They have the highest success rates albeit being the cheapest. It would obviously be rational to use agency in recruiting staff due to their cost and success rates. Question 4 Depending on the managerial philosophy of this region, Northern Oregon has a point. They are after qualified manpower and the kind of method applied in recruiting staff determines the level of qualification that will be experienced when performing the recruiting task by the agency. First according to the analysis of the methods of recruitment applied by all the agencies of Tanglewood; though they are some which are expensive to operate and maintain; application of kiosk and staffing agency are much efficient. Because; this is an enterprise that is after making of profit, hence that will require qualified staff. Using kiosk first of all will ensure that the applicant is informed prior to his employment the kind of job he will be dealing with and after his affirmation and qualification will he undergo the interview. Staffing agency is helpful because they ease the agony that the enterprise of the regions would undergo while looking for the qualified staff that they need to employ. Unli ke other application methods being applied; Using Kiosk and staffing agency rather than using referral method is quite applicable and helpful to other regions which will indeed increase their use of external hiring though expensive but helpful to other regions too in terms of recruitment of qualified staff for their respective employment levels in the enterprise. Question 5 The management of Tangle wood is torn between customer satisfaction and the best way applicable when it comes to recruitment and the cost of retention of the same employees. Hence the sufficiency of the way of recruiting is not the only way that can be put on to ensure better recruitment method and at the same time the maintenance of these employees and their retention. Hence, the application of a balance score card is the best metric when it comes to employee evaluation. This will ensure a part from the insufficiency of the method applied when it comes to recruiting the employees also their productivity and the determination of the financial status of the business will determine the possibility of their retention in terms of cost. Because the business enterprise like Tangle wood should not incline itself to the method of recruitment though at times essential but should concentrate on the result. Hence, the application of the balance scorecard that evaluates the performance of each a nd every employee will also increase the output in terms of the provision of quality services and the cost of the maintenance and the retention of the same employees. Question 6 Proposal for recruitment The reality is that the measures taken into consideration when it comes to recruiting of new employees is not only the demanding issue in Tanglewood top management; the process of the assimilation of the new employees in to the Tanglewood system is also a problem. Their aim of customer satisfaction won’t be attained without the assimilation of the new employees into Tanglewood tradition of service to customers. Hence, to solve this issue Tangle wood should be in a position to apply a method that will both enable the employees to conform to the tradition of Tanglewood customer service relations. Hence, a part from the training of the individual employees to be knowledgeable on the customer service relations, they should also be in a position to put more effort on the retention bit because it was notified by the top management that the new employees even though being trained on the customer service relation, they still take a number of years to be able to conform to the Tangle wood way of service to the customers which always enhances customer retentions too. Conclusion Due to the many divisions that exist and the different philosophies that are functional in these different divisions, it is quite evident that the top management is divided on the type of recruiting method to apply when it comes to the conscription of the employees, the cost of input and the retention of the same employees. Hence with the above mentioned different regions of the Tanglewood and the type of recruitment method applied, the report evaluated the methods and saw it best that the bid for referral and staffing agency is the most preeminent method to apply because it is friendly to the finance department in terms of the recruiting process and the realization of the enterprise goals of customer contentment in terms of quality services offered. References Kammeyer-Muller, J. (2009). Tanglewood Casebook. Floroda: University of Florida.

Christmas Traditions Explained for ESL Class

Christmas is one of the most important holidays in the English speaking world. There are many Christmas traditions in these countries. The traditions are both religious and secular in nature. Here is a short guide to the most common Christmas traditions. What Does the Word Christmas Mean? The word Christmas is taken from Christs Mass or, in the original Latin, Cristes maesse. Christians celebrate the birth of Jesus on this day. Is Christmas Only a Religious Holiday? Certainly, for practicing Christians around the world, Christmas is one the most important holiday of the year. However, in modern times, traditional Christmas festivities have become much less related to the Christ story. Examples of these other traditions include Santa Claus, Rudolf the Red Nose Reindeer, and others. Why Is Christmas so Important? There are two reasons: 1. There are approximately 1.8 billion Christians in a total world population of 5.5 billion, making it the largest religion worldwide. 2. And, some think more importantly, Christmas is the most important shopping event of the year. It is claimed that up to 70 percent of many merchants annual revenue is made during the Christmas season. It is interesting to note that this emphasis on spending is relatively modern. Christmas was a relatively quiet holiday in the USA until the 1860s. Why Do People Give Gifts on Christmas Day? This tradition most probably is based on the story of the three wise men (the Magi) giving gifts of gold, incense, and myrrh following the birth of Jesus. However, it is important to note that gift giving has only become popular in the last 100 years as figures such as Santa Claus have come to be more important, and emphasis has been shifted to giving gifts to children. Why Is There a Christmas Tree? This tradition was begun in Germany. German immigrants moving to England and the USA brought this popular tradition with them and it has since become a much-loved tradition for all. Where Does the Nativity Scene Come From? The Nativity Scene is accredited to Saint Francis of Assissi in order to teach people about the Christmas story. Nativity Scenes are popular around the world, especially in Naples, Italy that is famous for its beautiful Nativity Scenes. Is Santa Claus Really St. Nicholas? Modern day Santa Claus has very little to do with St. Nicholas, though there are certainly similarities in the style of dressing. Today, Santa Claus is all about the presents, whereas St. Nicholas was a Catholic saint. Apparently, the story Twas the Night before Christmas  has a lot to do with changing St. Nick into modern day Santa Claus. Christmas Traditions Exercises Teachers can use this Christmas traditions reading in class to help start a conversation on how Christmas traditions are different around the world, and whether traditions have changed in their own countries.

The Slavery Of The New World - 971 Words

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International Barriers to E-commerce Essay - 734 Words

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The Hog Problem Case Study Integrated Logistics Essay

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Arnott Biscuits Limited Business Analysis & Strategy Free Solution

Question: Write an essay onArnotts Biscuits Limited. Answer: Introduction This study deals with company named as Arnotts Biscuits Limited. It is one of the largest food manufacturers in and across Australia and New Zealand (Winer and Dhar 2011). It employs more than 2400 staff members that serve best interest for the company. Products manufactured include baked snacks, simple means and healthy beverages. In this particular assignment, Arnotts Biscuits Limited STP is explained that aims at understanding the targeted customers. In the next part, marketing strategies is explained for smooth functioning of business enterprise (Sheehan 2011). Background of the company Arnotts is a company that produces biscuits as well as snacks in Australian market from the year 1865. This company has started as a small bakery opened in Hunter Street, North of Sydney as well as Newcastle and New South Wales (Peter and Donnelly 2011). This company supplies bread, pies as well as biscuits in local town people. Arnotts is one of the recognized brands in Australian market and considers by Australians in Australian history. Arnotts Biscuits Limited is the company who is serving over decade of experience in biscuit industry (Pasquier and Villeneuve 2012). It selects variety of biscuits. It is one of the largest in food and beverage sector in Asia. It involves in State-of-the art manufacturing makes it a good operations for the same. It indulges in long arm on parent company known as Campbells. It includes notable brands like Tim Tams and Salada and Cruiskits. It is shipped over 40 countries as well as good market shares (Paliwoda, Andrews and Chen 2012). Arnotts Arnotts Parent Company (Campbells) as Campbell Soup Company Sector Beverages Food Category Products (Food) Slogan No substitution Unique Selling Proposition Primary motive in health Wellbeing of consumers Segmentation Arnotts Biscuits Limited segmented in addressing healthy as well as quality conscious consumers for the same (Lee and Carter 2012). Targeting Arnotts Biscuits Limited targets middle as well as upper class. It tries focusing on children under age group of 12 (Lancaster and Massingham 2011). The company targets Brazilian food markets that posses main competitor. It aims at providing high standard products line in and around Australia. This company focus on getting into Brazilian market. Their strategy is to position Arnotts biscuits Tim Tam as High Standard brand. It is known by all over the world. It means that in justifying high price of the products, it ensures aggregate values in the final products in an overall manner (Kotler and Keller 2012). Geographic Arnotts Biscuits Limited focuses on major cities in and around Brazil. It mainly concentrates the consumer profile for smooth functioning of business organization (Kotler and Keller 2011). Demographics Arnotts Biscuits Limited focuses on age group that varies from consumer ranging 12 to 42 years (Kotabe and Helsen 2011). Gender includes males and females Income includes customer with monthly income of $ 3500 Psychographics Arnotts Biscuits Limited targets consumer that seeks quality products. It targets premium class customers who do not mind in paying extra for purchase of the products (Jolibert 2012). Behavioural Arnotts Biscuits Limited expects products for consuming on constant basis. Positioning Arnotts Biscuits Limited commits to the health of Australians. The main key factor in succeeding terms is brand positioning (Glynn and Woodside 2012). It develops images of the products and serves as an unique products produced in Brazil. Business needs to indulge in strong promise in Brazil as consumer profile targeting respective about imported brands. It has enough income for spending as well as providing better quality products in an overall manner (Dahlstrom 2011). Marketing mix strategy Arnotts Biscuits Limited believes in setting customers with product details and standardization as well as adaptation for the same. It ensures high standard product with unique taste in the most appropriate way (Clow and Baack 2012). Product Arnotts Biscuits Limited provides large range of products to its potential targeted customers. Products of Arnotts Biscuits Limited TimTam Shapes Sweet Biscuits Chocolate Biscuits Savoury Biscuits Crispbread Crackers Arnotts biscuits assortment reads like an honour roll in case of Australian tea time (Chernev 2012). It involves in perennial favourites like Tim Tams, Mint Slice as well as Iced Vo Vos and Jatz. It produces full range of biscuits, spanning of plain biscuits, chocolates as well as creams and fruits. It makes salted snack foods like chips, crisp breads and crackers in an overall manner (Blythe 2012). Place Arnotts Biscuits Limited serves its customers in and around Australia. It places its products in high standard stores as well as high standard imported in case of supermarket sessions in an effective way (Pasquier and Villeneuve 2012). Price Arnotts Biscuits Limited ranges from Rs 7, AUS3.50 in serving the best interest of potential customers (Pasquier and Villeneuve 2012). Promotion Arnotts Biscuits Limited aims at introducing products with the help of television and internet advertisements in tasting tents (Paliwoda, Andrews and Chen 2012). It is needed for the company for involving in online promotions in form of social networking sites. Arnotts Biscuits Limited does not advertise food and beverage products to children under the age group of 12 unless of following criteria: Products advertise represents health dietary choices and established scientific as well as Australian government standards (Paliwoda, Andrews and Chen 2012). Advertising as well as marketing communication activities refers in healthy lifestyle. It designs in appealing for intended audience with the help of messaging in an overall manner (Lancaster and Massingham 2011). Inculcates good dietary habits as well as established scientific and government criteria for the same (Lancaster and Massingham 2011). Indulges in physical activities in the near future. Resources needed Arnotts Biscuits Limited does not make any strategy in producing the products in Brazil. It is produced in Australia and shipped to Brazil for the same. Resources needed is smaller as well as products will not have good price advantages in Brazil (Paliwoda, Andrews and Chen 2012). Budget needed- 4 million dollars Budget Destinations- 3 to 5 million dollars invested in advertising campaigns for period of 6 months. It requires 500 thousands to offices and people needed expenses (Paliwoda, Andrews and Chen 2012). Recommendations On critical analysis, it is recommended that Arnotts Biscuits Limited should make way sin reaching and expanding customer range as far as possible. It should advertise products using social networking site as it popular this days. This company should try getting innovative ideas for future development in any form. It should conduct market research in understanding the needs as well as preferences of the targeted customers. They target premium class so it is necessary to focus on quality rather on quantity. It is because premium customers are ready to pay any price for extreme quality. These people are health conscious and relies on branded products whatsoever reasons. It should try in retaining the existing customers because existing customers are cost effective in comparison with acquisition of new customers in the market. Conclusion From the above study, it is important to understand the fact that Arnotts Biscuits Limited considers as the largest brand in food and beverage sector. It mentions about companys segmentation, targeting as well as positioning strategies for the same. It is noticed that company targets children who are interested in consuming tasty biscuits. It is for this reason that company produces and manufacturers tasty and healthy stuff for the kids. In the latter section, marketing mix strategies is explained with proper justification in the most appropriate. It is necessary to spend more money in promotion activities so that consumers remain aware of new products as well as services. Reference List Blythe, Jim. 2012.Marketing. London: SAGE Publications. Chernev, Alexander. 2012.Strategic Marketing Management. [Chicago, Ill.]: Cerebellum Press. Clow, Kenneth E and Donald Baack. 2012.Cases In Marketing Management. Thousand Oaks, Calif.: SAGE. Dahlstrom, Robert. 2011.Green Marketing Management. Mason, Ohio: South-Western / Cengage Learning. Glynn, Mark S and Arch G Woodside. 2012.Business-To-Business Marketing Management. Bingley, U.K.: Emerald. Jolibert, Alain. 2012.Marketing Management. Houndmills, Basingstoke, Hampshire: Palgrave Macmillan. Kotabe, Masaaki and Kristiaan Helsen. 2011.Global Marketing Management. Hoboken, N.J.: Wiley. Kotler, Philip and Kevin Lane Keller. 2011.A Framework For Marketing Management. Harlow: Pearson Education. Kotler, Philip and Kevin Lane Keller. 2012.Marketing Management. Upper Saddle River, N.J.: Prentice Hall. Lancaster, Geoffrey and Lester Massingham. 2011.Essentials Of Marketing Management. London: Routledge. Lee, Kiefer and S Carter. 2012.Global Marketing Management. Oxford: Oxford University Press. Paliwoda, Stanley J, Tim G Andrews, and Junsong Chen. 2012.Marketing Management In Asia. New York: Routledge. Pasquier, Martial and Jean-Patrick Villeneuve. 2012.Marketing Management And Communications In The Public Sector. New York: Routledge. Peter, J. Paul and James H Donnelly. 2011.A Preface To Marketing Management. New York: McGraw-Hill/Irwin. Sheehan, Brian. 2011.Marketing Management. Lausanne, Switzerland: AVA Pub. Winer, Russell S and Ravi Dhar. 2011.Marketing Management. Boston: Prentice Hall.

Organizational Behavior for Contextual Performance- myassignmenthelp

Question: Discuss about theOrganizational Behavior for Contextual Performance. Answer: Introduction Employees are being considered as one of the important stakeholders for the contemporary business organizations. This is due to the reason that, the individual skills and expertise being possessed by the employees helps the business organizations in gaining competitive advantages in the market (Gallie et al., 2012). In accordance to it, it is also important for the organizations to initiate various initiatives in order to enhance the effectiveness of the employees along with maintaining the productivity. Organizations will gain various positive outcomes by effectively managing their employees. However, there are various challenges also that may be faced by the managers in the organizations in managing the employee behavior (Yao et al., 2014). This essay will discuss about the potential barriers being faced by the organizations in managing the employee behavior. Moreover, the implication of the employee behavior in the organizational performance will also be discussed in this report. Accordingly recommendations will be discussed, which will help to prevent and overcome the challenges being faced by the organizations. Impact of employee behavior on the organizational performance Impact of positive employee behavior As earlier discussed, there are various positive as well as negative implications of the employee behavior on the organizational performance (Sliter, Sliter and Jex, 2012). One of the key positive impacts of the employee behavior is the enhancement in the level of satisfaction of the customers. This is due to the reason that attitudes of the employees are also being included in employee behavior. Thus, in the case of having positive and favorable attitude of the employees, the customers will have positive impression about the organization. Thus, it will eventually increase the rate of customer loyalty and will generate positive word of mouth in the market (Jahanshani et al., 2014). The more positive will be the employee behavior, the more will be the effectiveness of the organizational culture due to the reason that, positive behavior of the employees will help to maintain the effective working environment in the organization (Alvesson 2012). The positive behavior of one employee will motivate others in maintaining the same and thus it will eventually enhance the organizational effectiveness and culture. This will in turn helps in enhancing the employee productivity due to the fact that the productivity of the employees will get more effective with having positive working environment. Another strategy that will have positive impact on the organizational performance is the relation between the employees and upper level management (Chen Fu 2013). This is due to the reason that employees with positive behavior will try to have good relation with the upper level management and thus it will in turn help to maintain the mutual understanding and cooperation between t he employees and the upper level management. The more understanding will be there among the internal stakeholders, the more will organizational effectiveness and performance. Moreover, another key impact of having positive employee behavior in the organizational performance is the effective managerial controls of the upper level management. This is due to the fact that, positive employee behavior will help the leadership in effectively communicating their vision to the employees (Kerzner, 2013). Due to the reason that positive employee behavior will help in enhancing the mutual understanding among the employees and the upper level managers, the communication will be more effective. Thus, the managerial control of the upper level managers will also be more effective. Impact of negative employee behavior However, apart from the positive employees behavior, the implications can also be negative for the organization due to the emergence of the negative employee behavior. One of the key implications of negative employee behavior is the reduction in the satisfaction level of the employees. Customers will be dissatisfied if the attitude and personality of the employees are negative and they are not been offered effective service (Osarenkhoe Komunda, 2013). Thus, the reputation and goodwill of the organization will be at stake. Moreover due to the negative employee behavior, the relation between the internals stakeholders will be negative, which will have unfavorable impact on the organizational performance. Due to the negative relationship between the employees and the upper level management, the working environment will also not be favorable for the employees. More issues related employees will start to emerge. Challenges in managing the employee behavior One of the challenges being faced by the managers in managing the employee behavior is the cultural diversity. If the cultural and social background of the employees and the managers is different, then it will be difficult for the managers to deal with the employees effectively (Laroche, 2012). This is due to the reason that, the attitude, approaches and opinions being given by the managers will be from the perspective from their own cultural and social background. However, the employees belonging from different cultural background may find it difficult or unacceptable. Thus, managers will face the challenge of managing the employee behavior from the different social background. Unionizing employees is another key challenge for the managers in managing the employee behavior. This is due to the fact that, the more unionized will be the employees, the more will be their bargaining power in the organizational decision making proce4ss. Though, it is good to have the trade unions for the employees for their organizational right, however after a certain extent, they may pose challenge for the employees (Gumbrell-McCornick Hyman, 2013). Employees with having more union power will show negative attitude in the organization and it will be difficult for the managers to control these employees. In the current business scenario, a major part of the employees are in their beginning of the professional career. Thus, they are more motivated in changing their job more frequently compared to enhancing their organizational citizenship (Borman, 2014). Thus, it becomes challenge for the managers to manage these types of employees. This is due to the reason that, these employees works in the organization on a temporary basis and thus managers find it difficult to train the employees according to the organizational culture more frequently. Diversity in the requirement of the employees also poses challenge for the managers. Various employees in the organization will have diversified requirement and expectation from the organization and it becomes difficult for the managers to fulfill all the requirements of the employees (Ji et al., 2012). Moreover, the requirements which should be fulfilled in order to motivate the employees are also variable based on the individual employees. Thus, it is also difficult for the managers to meet the diversified employee requirements. Managers also face challenges in train the employees in having suitable employee behavior according to the current market trend and requirement. In the contemporary business scenario, taste and preference pattern of the customers change rapidly and thus it is difficult for managers to train their employees accordingly. Recommendations to overcome the challenges Rewarding employees is one of the most effective strategies to overcome the challenges being faced by the managers in managing the employee behavior. Rewarding and recognizing the activities of the employees will help to motivate them. This will in turn help the managers to have positive impression among the employees and enhancing the positive behavior among them. rewarding and motivating the employees will also help to reduce the issues with the employees due to the fact they will be satisfied with their workplace if their job are being recognized and properly rewarded. Garnering feedback from the employees and initiation of employee management system will also help the managers to overcome the challenges being faced by them. Garnering of the feedback from the employees will enable the managers to determine the requirement, mentality and expectation of the employees. Thus, accordingly, they can manage their employees. Moreover, initiation of the employee management systems also helps the manager in effectively managing the employee behavior. Providence of effective and proper training to the employees will also the managers in train the employees in accordance to the organizational procedures. If the training can be given to the employees according to the current trend and preference pattern in the market, then the employees will more equipped to cater to the market and business requirement. Thus, the origination of the issues with the employees will also be less. Initiation of various schemes related to the employee welfare will help the manager to have motivated employees in the organization. This is due to the fact that, initiation of the employee welfare policies will have positive impression among the employees, which will enhance the level of motivation on the employees. Thus, the more motivated will be the employees, the more will be their effectiveness and productivity. Moreover, with having the motivated employees, manager will less likely face the issues with the employees. Conclusion Thus, it can be concluded that in managing the employee behavior, there are several challenges to be faced by the managers in the organizations. However, there are various measures are also available with them to overcome the challenges. These measures are being discussed in this essay and effective implementation of these recommended steps will help the manager to overcome the challenges and enhance the effectiveness of the employees. Various positive and negative implications are also being discussed in this essay. Thus, the prime motive of the managers should be to increase the positive impact of the employee behavior. Reference Alvesson, M. (2012).Understanding organizational culture. Sage. Borman, W. C. (2014).Organizational citizenship behavior and contextual performance: A special issue of human performance. Psychology Press. Cheng, J. H., Fu, Y. C. (2013). Inter-organizational relationships and knowledge sharing through the relationship and institutional orientations in supply chains.International Journal of Information Management,33(3), 473-484. Gallie, D., Zhou, Y., Felstead, A., Green, F. (2012). Teamwork, skill development and employee welfare.British Journal of Industrial Relations,50(1), 23-46. Gumbrell-McCormick, R., Hyman, R. (2013).Trade unions in Western Europe: hard times, hard choices. Oxford University Press. Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. Ji, L., Huang, J., Liu, Z., Zhu, H., Cai, Z. (2012). The effects of employee training on the relationship between environmental attitude and firms' performance in sustainable development.The International Journal of Human Resource Management,23(14), 2995-3008. Kerzner, H. (2013).Project management: a systems approach to planning, scheduling, and controlling. John Wiley Sons. Laroche, L. (2012).Managing cultural diversity in technical professions. Osarenkhoe, A., Komunda, M. B. (2013). Redress for customer dissatisfaction and its impact on customer satisfaction and customer loyalty.Journal of Marketing Development and Competitiveness,7(2), 102. Sliter, M., Sliter, K., Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance.Journal of Organizational Behavior,33(1), 121-139. Yao, Y. H., Fan, Y. Y., Guo, Y. X., Li, Y. (2014). Leadership, work stress and employee behavior.Chinese Management Studies,8(1), 109-126.