Hilton Hotels Challenges Faced

Hilton Hotels Challenges Faced Hilton Hotel, Reading hotel facilitates a very homely atmosphere which invites people to live in their own houses. It is just four minutes away from Readings historical city centre, The Thames River and the renowned shopping centre. This hotel is located on the Kennet Island Development and has walking distance to Madejski Stadium. This hotel is close to the Reading train station. And it hardly takes twenty-five minutes to reach Heathrow airport. This is very convenient for the customers. Hilton Hotel Reading provides spacious, air-conditioned rooms which have large units. This hotel is decorated and attracts large number of the tourist. It also provides wired and wireless internet access for their customers. They have the latest audio-visual technology. A large customer service desk and comfortable Hilton beds. Dinner in a fabulous Larder Restaurant, which provides a mixture of domestic and inter-continental dishes which persuades both modern and traditional dishes and finishing the delicious meal with a cocktail in the tranquil bar K.Tone . There is a flattering twenty-four living well health club characterising Living well by precor gym equipment, swimming pool indoor as well as out door, sauna and a dance studio for various fitness classes. Customers can celebrate or have business occasions at the Hilton Reading Hotel which has eight large meeting rooms and a large ballroom which can cater up to four hundred guests. Literature review: Hilton hotel Reading is just few minutes away from Reading station and twenty five minutes away from the Heathrow Airport. www.hilton.co.uk/reading. Hilton hotel is a service industry and in the service. In a service industry customers are of great importance. Without the customers the organisations dont work. Online banking has become a very important technological development not only for business but also for general public. Food and beverages of Hilton Hotel is branded and of very good quality. They higher people who perfectionists in their jobs. Their standard is highly maintained. But as it is said nobody is perfect. There are some problems faced by the food and beverages of Hilton hotel Reading. There are some customer complaints for the food and beverages staff of Hilton hotel, reading. Hilton Hotel Reading has an emerging problem and complaints. The positive impact of the complaints on the staff The staffs try their level best to provide best services to customers but due to some mistakes committed by them, customers complaint. Customers have full rights to complaint as they are paying for their stay and the facilities. If they are not satisfied about spending their money at good place they have to give feedbacks. The feedbacks of the customers help to analyse the staff performance. The complaints of customers helps the hotel to understand that what went wrong and what can be done so that these complaints are not repeated.Nita Umashankar, Raji Srinivasan, and Dustin Hindman Journal of Service Research, May 2011; vol. 14, 2: pp. 164-179. First published on March 7, 2011 Hilton hotel take keen interest in solving the problems of the customers. Customer satisfaction is the basic objective. Hilton Takes the complaints positively and puts in their best so that the mistakes are not repeated again. As per the interview of a manager, who said that if they wont have complaints how they will proceed? And criticism is very important because they always cannot be perfect. Without having complaints they cannot know about the problems in the staff. They cannot maintain their standard. As per the information the staff has always been trained if there are complaints from the customers. http://www.tripadvisor.co.uk/hilton www.hilton.com International Journal of Hospitality Management, Volume 25, Issue 1, March 2006, Pages 69-90 Osman M. Karatepe Negative impacts of the complain Staff of Hilton Hotel reading is highly qualified. They pay keen attention towards satisfying their customers. When there are complaints about their services in food and beverage they feel very bad and loose their self-confidence. They get demotivated. They are afraid to face their managers. In this fear they perform even more badly and sometimes even leave the job out of frustration. There is lot of pressure on them so that they provide good services to the customer in this pressure they make even more mistakes. The staff members are scared of getting fired from their work. They loose their attention and sometimes with this fear even of loosing their job they get stressed. Due to stress they have tensions which lead to illness and low performance at work, absenteeism, less participation at work. [emailprotected] Difference between Complaints and Requests Requests: Request is when the customer politely orders for a service. For which he/she has paid. Complaints: Even after requesting a service for which the customer has already paid, doesnt get a good response then there is a complaint of dissatisfaction. The disappointment to the customer lead them to complaint. What measures have to be taken by the manager to solve the problem The staff members get demoralized when they hear about the complaints from their manager. It is very inappropriate to disclose the facts in front of the staff. As per the Manager of Hilton Hotel, Reading the staff has to be tackled carefully because they are the jewels of the company. They cannot be thrown away by the hotel. Instead of that the term diplomacy is brought into practice with the help of which the food staff and beverages staff can be handled. Recruiting is not easy they value their staff and will put full efforts to train them as per the customer requirements. How can you motivate your employees in a Service industry? To support your employee he/she have to be given a pay-raise. He must feel vital. Manager should make him understand his significance in the company. In a hotel fabrication which is a service industry customers are very significant. They recruit the best people to hand round customers. A practical theory of motivation applied to the hotels Having meeting, seminars, incentives, motivational trips, get-together planners , organising events. Employees should be given training, education apparatus, minimalism of task and both inherited cerebral and substantial competence. Give me enough medals and Ill win any war Napoleon Bonaparte Darren Lee-Ross (Lecturer in tourism and hospitality management; South Cross University) Levels of employee motivation Path of an member of staff actions: It relates to those behaviours which the individual chooses to execute The level of endeavour: How firm the individual is enthusiastic to work The level of determination: It refers to the individuals readiness to follow the behaviour in spite of barriers Motivation theories Maslows theory Self Actualisation: achieving the basic goal of a persons life. Esteem: The self confidence of the person. Of motivation applied to the hotels Belongingness/love: Attainment of love from friends, family Safety: the security of life. Security of employment Physiological needs: Food, clothing and shelter. Theory X and Theory Y Douglas McGregor Theory X According to theory X, the employees are satisfied with whatever they have. They dont like to contribute in meetings. The only work for what they are paid and have no interest after their working hours are over. They dont participate in the business meetings. They obey the boss, if the boss says stand the employees stand if they say sit then they sit. This is a traditional theory. Obey the boss and never speak anything in front of him. Boss is always right. So the employees never bothered to interfere in companies matter they were pleased with whatever they get. Employees depend upon the boss to take decisions. And follow the instructions given by them. The boss is very dominating in theory X. And the employee has to follow his instruction or else he/she will be removed from job. So the employees are passive without any interest and happiness to work. Theory Y According to theory Y, the employees are not satisfied they crave for more and more. They love to participate in the meetings. The employees are very innovative. They come up with new ideas and share it with the top level management for the progress of the company. They work than hours, they have hunger of success. The employees are very enthusiastic and are always willing to help and participate. Employees love to take responsibilities, they like when the manager shows trust in them. This modern theory where an employee can speak in front of the high authorities. He can share his views unlike theory Y. The boss doesnt dominate the employees he lets them free and guides them for the responsibility handed over to them. Such employees are bothered about the companies well being. They love to serve for the company. They have great chances of getting promoted because they are very flexible and are very loyal with the business or the company. They are always appreciated by their managers and promoted. Taylors theory of scientific management Frederick Winslow Taylor (1856 1917) motivating the employee increasing the remuneration of the employee. Workers or employees dont like working so the managers have to have supervision and split their work. They should be trained properly and should have good environment for working. If the pay scale is increased workers work with enthusiasm. Mayos Elton Mayo (1880 1949) believed that employees are not only concerned about money but about social needs. He considered that workers having feelings and like to be noticed. Mayo concluded that Better communication between the employees and employers. Involvement of the employees in making decision Working in groups. http://tutor2u.net/business/gcse/people_motivation_theories.htm Importance of motivation to an employee Service industry recruits qualified people. The key of an organisations success is its employees. If the employees are motivated they work with enthusiasm and that is good for the companys welfare. So it is very important to motivate employees. If the employees are satisfied, customers will be satisfied. If the customers are satisfied company is satisfied. Management style being followed at Hilton Group Hilton Hotel is a part of a very big corporation of Hilton group. It follows civilization of a Multi National Company. The Staffs at the hotel are well qualified and highly experienced employees and from this time forth, the management style being adopted by the managers in the hotel is Laissez-Faire. The manager delegates the work to the staff and he sets the time and responsibility of completing the task success on the employees. The manager keeps on supervise and advising the staff whenever it is required but he himself does not take the decision. This method motivates the employee. The workers here are dedicated towards their work as they find an surroundings where they see their individual and specialized enlargement. The staff here gets more of job and proficient contentment as he not only learns by taking the accountability but has also being salaried when he completes the task on time. Management Structure theories The management structure of an organisation can assist or put obstruction in the advancement towards achieving the long term objective. The organisations can attain their business aim by examining their needs and then corresponding them with the suitable management structure. The management structure plays a major role in fascinating the staffs and maintains long term growth. It also helps in getting better the decision making performance. The three main types of management structure are Matrix, Functional and Divisional Structure, (Small Business, 2011). Functional Structure: This structure is generally formed by considering the purpose of each part of organisation and then groups them accordingly. In this type of structure, for example, there could be a marketing department, a food and services department, home services, Security, etc. This structure is good when the organisation is smaller in size, as the department will be able to rely on the experience and knowledge of its staff and will be able to support itself. But, the disadvantage of functional management structure is that, the harmonization and communiquà © between different section can become difficult and thus leading to miscommunication or trouble when more than one department is involved in completing the task, (Small Business, 2011-04-29). Divisional Structure: Generally, the organisations which are overweight in size and operate at different locations or they have separate organisations but beneath one umbrella group to handle diverse market areas, use this type of management structure. In case of warmth industry, like we have taken Hilton Hotel, which has a variety of twigs at diverse location, they cant rely on central office for every decision. In this case, each hotel follows their own strategies, as each of them may be administrating in different business marketplace and may be facing different confront. The prevalent advantage of this arrangement is that, the decisions are made quickly and are more detailed towards the needs of that particular hotel. But, the difficulty is the statement is self-conscious as the employees of different divisions are not working together, (Small Business, 2011). Matrix Structure: This type of management structure is a mix of both functional and divisional structure. This is generally used in multinational companies or organisations which has presence in various part of globe. This structure allows the advantages of functional as well as divisional structure. But the biggest drawback here is that, it creates power struggle as most of the areas of organisation has dual management. The functional manager and the divisional manager at a time holding same area thus causing confusion and tensions at times, (Small Business, 2011). Management Structure in Hilton Reading Hotel Hilton Hotel, Reading is a part of Hilton HOTELS group which has process in around 90 nation. Being part of such a big corporation, it was classically not possible for the top executives to design a functional or matrix management structure. Henceforth, they chose the Divisional management structure to give liberty to each of the hotels in force at different geological locations and also to make decision making procedure easier. The Hilton Hotel thus follows divisional management structure where each hotel is accountable for its business. This has given more sovereignty to the managers in taking the decisions based on the ground and day today state of affairs. This has also kept the staff and the mangers at the hotel level more work acquaint you with and stimulated towards the task. Globalization and its effects on Hospitality Industry Globalization leads to more reciprocally supporting world financial system and thus it becomes a major driving factor in the hospitality and tourism industry. The people of one nation itinerant to other parts of the world and vice versa have given a chance for the hotel industry to tap this occasion. Cultural diversity is one of the belongings of the globalization. And bearing in mind various chances which have come due to globalization, management has become aware of this occurrence while deciding the intended plans for their corporation. Its the effect of globalization only, that you can get any continental food in any benchmark hotel. Its easier to find diverse varieties of foods while visiting a hotel these days than it was few years ago. Now the industry has adopted itself and has developed its business as well which not only comprise the forces and products but the organisation as a whole, which further consists of management and the labour force. Benefits to Hotel Industry Globalization has benefitted the hotel industry. The customers are from different countries coming and living in Hilton. Globalization has developed relationships with the customers globally. Methodology: In order to obtain sufficient amount of information about Hilton Reading hospitality and service industry number of methods have to be followed. There are two methods which relate to the research methodology which are as follows:- Primary search : The primary research consists of personal interviews and questionnaires. There was a questionnaire conducted and the detailed information of the interview is as follows: Male customers 56% and female customers 44% Ages of the customers was from 20-25 years of age 10% 25-40 years of age 60% 40 and above years of age 30% and the rest age group people are not extraverts. Businessman 60% , Retired 20% , Professional 20% Have you ever been to Hilton Reading? Yes____ No____ How was your experience? Good____ Bad____ Dont know____ If your experience was good then please give the reason to it. If your experience was bad then please give a reason to it Will ever go back to Hilton for a stay? Yes____ No____ If yes please give the reason for the stay.. If no please give the reason for not staying.. Will you recommend your friend to Hilton Reading? Yes____No____ How many stars will give to the staff of Reading Hilton? ___% Do you have any complaints about the hotel? yes___ No____ If you have any complaints please fill in the complaints How was the food of Hilton Reading? Good____ Bad____ Dont know___ How well maintained is the Hilton Building is? Good____ Bad___ Dont know____ How much will you grade for cleanliness? Good____ Bad ____ Dont know___ Did you feel like home? Yes___ No___ How comfortable where the beds? Good___ Bad___ Dont know____ How was the staff behaviour at Hilton Reading? Good ___Bad ___ Dont know__ Did you find the staff friendly? Yes___ no ___ 2) Secondary search: The secondary research was conducted as to support the primary research. The research or investigation also depends on resources which were drawn from published materials such as prior studies, e-journals, bank reports and websites. Time Table of work Duration Steps taken Week 1 Reading the topic and understanding what is necessary. Week 2-3 Choosing the topic and sending the proposal Week 4-5 Aim of the study and objectives of the company Week 6 Literature review, methodology data collection Week 7 Analysing the data collected. Week 8 Rough draft of assignment and corrections made by the lecturer. Week 9 Correcting mistakes and Final submission. Conclusion The complaints of the customers have both negative effects and positive effects on the employees or staff members. The positive effects to company is they will be able to correct their mistakes. But it is not good to have customer complaints it ruin the brand image of the company. People think ten times before going to the hotel. If there are complaints the hotel industry has to pay attention and give proper reply to their complaints. They should be instant. Hilton hotel has to maintain its standard by reducing the complaints. Due to complaints hotel loose their loyalty with the customers. In order for customers to be loyal they have to minimise their complaints. When a customer files a complaint the employers have to be very careful about discussing it with the staff. This can demoralize the staff. Managers/ employers have to be very careful in dealing with employees. He should motivate them to do better. He should find out why the employee made a mistake and such a mistake that the customer had to complaint about it. Food and beverages have to be of high standard. If any mistakes in these areas the customers can sue the company. The issue is about handling the positive and negative aspects of complaints on the employees. It is very much known to the employer and if the problem of de-motivation arises the employees loose their self confidence and keep repeating their mistakes. And sometimes they even leave the job. This can cost a fortune to the company if their entire employee keeps leaving the job. The manager has to be polite enough and not aggressive. He should train the employees again and start give awards to the employees who work will. In Hilton Reading this procedure has been followed. As per the interview of an employee it was said that Hilton has always been good to their employees. They have been faithful and have always realised their importance. Recruiting and training is not an easy task. So the old employees already know the welfare and standar d of the company Hilton doesnt want to loose their employees. So to conclude the manager should keep things calm and be tactful and make the employees work well under their guidance. Recommendation After study and investigate on the guidance and organization styles and its arrangement, following proposal has been not compulsory: The Hotel management needs to be supportive towards the employees. The employees should be given a chance to interact often with the management to reduce the miscommunication. The consumers should be given more educational varied surroundings, to make their stay more relaxing and give them comfortable feeling.

Drama Evaluation

I think, although there were still a few mistakes, that my groups' (made up of; Liegha, Charlotte, Max, Robert, Katie, Claire and myself) performance went quite well. Rehersals at the beginning of this term were horrible, with group arguing and not listening to eachother, but after a few weeks we began to pick it up with better communicational skills and having different people in charge (director) really helped with decision making and getting everyone to listen to different ideas.MY personal rehersals worked really well, I managed to learn most of my lines within a few weeks, which gave me more time to practise my staging positions and interaction with the other characters on stage, although I don't feel this showed in my perfomance. My weakest scene would have been the ‘Lancelot and Guineverre' scene, where Max and I were lead characters. I think due to the fact that all eyes were on us, as we were very close together, gave me slight ‘stage-frieght' as my movement was quite stiff, unlike in rehersals.I forgot most of the stage directions we, as a group, decided to use, to make the scene more ‘slap-stick comemdy' for the year 6's. Although I feel my vocal skills were my strongest skills for the scene; I sounded more like a queen/princess then a normal teenager, I articulated so that audience members could understand me, and I think I projected my voice quite loudly. Our ‘Booties' scene came over quite effectively, with everyone looking realistly hypnotized.Katie, our Leader, came off really strong and wise and Claire, our McConnamal, came off really well in the fact that she was trying to trick poor Liegha, Someone, into handing over all her money. All the Booties remember their lines, on time, so we were close to ‘in sync' with eachover, which made the hypnotizism even more believeable. I think since the performance we have improved this scene, in the fact that we've got alot of energy for our new song ‘Money, Money, Money ' which could engage the audience with them swaying and enjoying the music.All in all, I think that our performance went great, not perfect, but really, really well. As a group I feel we communicated well, engaged the audience in a few scenes, and mangaged to make as few mistakes as posseible. As an indivual actor, I feel I can make alot of improvements to my serperate parts and to the whole group together, and to be honest it was alot of fun. CaraMay x

Dickens’ and Bronte’s Definition of Class Essay

People of the lower classes in Charles Dickens’ Oliver Twist and Charlotte Bronte’s Jane Eyre have no way of achieving higher status unless they come across a miracle, such as receiving a previously unknown inheritance. This is shown in both the novels of Jane Eyre and Oliver Twist. Both of the main characters grow up in similar situations; they are both orphans and because of that fact they are treated like they were criminals from birth. Although Jane is better off than Oliver in the places that she lives, they both go through some of the same emotions throughout the novels. Both Dickens and Bronte lived in the same time period and their novels were published within ten years of each other. In their novels they show the England they perceived as one that is overly obsessed with class. Neither of the authors agreed with this obsession and criticized it in their own ways. Dickens showed this by using sarcastic remarks when describing the rich, and (as well as Bronte) characterized almost all of the upper class as being immoral in one way or another. They put the point across that just because a person is born poor doesn’t make them any less intelligent, polite, or morally inapt. In the novel of Oliver Twist, Dickens describes that poor people are just as intelligent and good as the rich, it’s the way the rich treat them that forces the poor to steal. Through out the novel he sets examples of how intelligent and good Oliver Twist is treated like an animal just because he is an orphan. One of many examples of this is Mrs. Sowerberry’s reaction when her husband gets Oliver to come over to help with the undertaking business and to live with them. She talks about Oliver as though he is an animal, â€Å"I see no saving in parish children, not I; for they always cost more to keep than they are worth.† (p30) This theme is similar in Jane Eyre. Bronte shows that orphans, unless they have money, are viewed as the lowest class of a house hold. Jane encounters this throughout her childhood, it was first brought to her attention by Mrs. Reed who says, â€Å"†¦you are less than a servant, for you do nothing for your keep.† (p69) Like Oliver, Jane does nothing to deserve such a harsh classification, except for being born. They both try their best to follow the rules and to be good people. Poor people basically have two choices to live in 19th century England as shown in Oliver Twist they could live on the streets by begging and/or stealing, eventually being put into jail or to death because of the anti begging laws and harsh penalties for stealing. The other choice the poor have is to work in the workhouses for no money, scarce food, and poor treatment. Upper class England created these workhouses to better the lower class by teaching them to be humble, have discipline and good morals. Ironically the workhouses created just the same thing they intended to get rid of, criminals. The food was so scarce that it forced them to steal and fight, and the treatment of the children were so bad it made them alienated from normal society. Bronte describes the same attitude of the upper class while Jane is at Lowood, though it is not as extreme as the workhouses Dickens talks of. The girls of Lowood were all orphans and because of that they obviously had to be corrected for they were naturally going to turn into bad people. So Mr. Brockelhurst thought that good morals come from no food, plainness, lack of necessities and constant humiliation. This produced an â€Å"every man for themselves† society among the girls when the faculty was gone. The older girls got to be the closest to the fire when it was cold, and when ever they had a chance they would take food from the younger, weaker girls. â€Å"From this deficiency of nourishment resulted an abuse, which pressed hardly on the younger pupils: when ever the famished great girls had an opportunity, they would coax or menace the little ones out of their portion.† (JE BV p122) If things had not changed for the better in that school Jane may have become a very different person than she turned out to be. Though both Jane and Oliver are supposed to be immoral and no good orphans in 19th century England’s eyes, they have the highest set of morals than any other person in their stories. Oliver never wants to steal from anybody and never starts a fight unless his family is concerned. Even though all of the people he hung out with were thieves he just couldn’t do it, stealing horrified him and he wanted no part in it. Jane refuses to marry Rochester because she believes it to be wrong to stoop herself down to a mistress. She also thinks it is wrong to marry for money and not love. Jane displays this  by turning down St James although he has a high standing in society, she feels he is a wicked man and would not be happy if she were to marry such a man. The immoral people in both novels, are the upper class who believe themselves to be better than the main characters. Mr. Bumble, for example, marries Mrs. Corney because of her wealth and nothing to do with her as a person. When he came to flirt with her he checked around her apartment for expensive things that would distinguish her as wealthy. â€Å"He opened the closet, counted the tea-spoons, weighed the sugar-tongs, closely inspected a silver milk-pot to ascertain that it was of the genuine metal†¦and spreading himself before the fire with his back towards it, seemed to be mentally engaged in taking an exact inventory of the furniture† (p185) To make the situation even more ironic, Mrs. Corney is only wealthy because she stole the money for the poor people’s food and clothing and kept it for herself. She jokes about how the cats have a better life than those of the people she looks after. By the end of the story the couple is described as miserable. In the novel of Jane Eyre, Mr. Brockelhurst is supposed to be a religious and moral man, but he deprives the children of food and clothing to benefit his own pocket. He is a hypocrite also for example, he tells a girl with curly hair to get it cut off, when his own daughter has the same kind of curly hair. His attitude and the attitudes of other middle upper class people are all the same of that time. They think that they deserve to have the curly hair and the extra money at the expense of the poor, because they are physically and divinely better than them. Though all of this injustice is happening to the poor, they have no way to fight back. They don’t even have rights in court houses. When Oliver is brought to trial for pick pocketing, the judge, Mr. Fang, sentences Oliver even though there is no hard evidence and a testimony saying he is innocent. Oliver can not even talk in his own defense, partly because he is so tired and hungry and party because the magistrate wouldn’t give him the chance to. If the book keeper had not demanded to speak in Oliver’s defense, Oliver would have surely died. When Jane was living with her aunt she had no say at all in what was done with her. She could be beat by John Reed and tormented  by her aunt Reed and she would had to take it. Marriage and class is a subject that both Bronte and Dickens speak of. They both believe that the English tradition of marrying for money and status were absurd and that marrying for love was the true way to happieness. This is exhibited in many examples in Oliver Twist. For one, Oliver is born out of true love and he turns out to be a good boy and always makes moral decisions. Oliver’s half brother, Monks was born of a fixed, loveless, financial marriage, and he turned out to be evil and mischievous his whole life. Dickens also describes the love between Rose and Harry. The people of England were so critical on who one married, that Rose didn’t want to marry Harry because she felt that people would think that she slept with him before marriage just to get his money and that Harry would be shunned by his peers for marrying her. When they finally did marry, they were very happy with each other. As opposed to Bumble’s marriage which turned out to be miserable for him and his wife. Jane ends up marrying Rochester out of love rather than St James for money and status. But she was more comfortable in marrying him when that she got her money because she felt like an equal to him, rather than a servant. Dickens and Bronte touch on the same subjects through out their novels and have a lot of the same view points. The time that they wrote was one of extreme pettiness and cruelty. It would be safe to say that both authors wrote for different reasons than just to entertain. Points were made about the absurdity of marriage, of being â€Å"born† into divine upper or lower class, and of horrible ways humans treated each other just because they thought they were better. Both novels had the few good people that helped out Oliver and Jane so that they could get by in life long enough to receive their long lost inheritance. These books show that poor people are equal to the rich ones in intelligence, moral values, and politeness. They also made evident that the way society was running in those days was hurting way too many good people of England.

Zappos Case Study - 945 Words

V-236 2/12/14 Case 1 Zappos has 10 different commandments that they abide by on the everyday basis. There are two commandments that stand out in my opinion that would influence the way employees do their work. Be adventures, creative and open minded. Giving the employees the ability to take risk when doing their normal day task. For example, the call center workers are promoted to try new things to make the customers feel delighted and appreciated. Where as some jobs that offer a call center have their employees on a scripted dialogue, almost making them sound like robots. I think Zappos has faith in there employment by giving the employees an encouragement to make misstates because they are only going to learn from them.†¦show more content†¦Everyone in the whole company goes through this training regardless of what your rank is and what you do for the company, its mandatory. Then at the end of the four-week training process the whole class is given an offer for $2000 to quit. This whole process of two interviews and training helps Zappos maintain their culture. The right culture with the right values will always produce the best organizational performance. I agree 100% with this statement. There are three things that culture implies; perception, descriptive, and the different backgrounds that individuals have, which are the shared aspect of culture. The perception defines what the employees experience in the work place and how they are treated. If the employees are treated fair and are encouraged to reach new heights with no fear of making a mistake, then in my opinion they would actually try harder. The descriptive implies how the employees feel about the culture of the company, not if they agree with it or not. So if companies have a welcoming environment more people will be intrigued to work for a company with strong cultural values. Getting together the right people for the culture that you want your company to retain is critical. 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This strong growth was dependent on a strong and loyal customer base, which in turn was dependent on employees who were passionate about and tookRead MoreZappos Case Study1578 Words   |  7 PagesZappos is an online retail company that started in 1999 with one goal of aiming to list the various locations of footwear in a centralized online location for buyers to have easy access of product browsing and purchasing. Gradually, the company moved into selling items themselves, starting with shoes and later with the expansion and incorporation of other items. Today, they are known as one of the biggest online retailers and they are most distinguished from their competitors based on their reputationRead MoreZappos Case Study1923 Words   |  8 PagesZappos is an online shoe retailer that started its business in the year 1999. Later, the company had expanded its business to inclu de the beauty products, clothing and even the housewares within its leading e-commerce website. This case emphasizes on the customer service department of Zappos Company and initially the business focused only on the drop ship method. Eventually, the company also increased the variety of the products. The company had also created a bricks and mortar storefront to expandRead MoreZappos Case Study1378 Words   |  6 PagesZappos to most consumers is a well-known online retailer that started out by carrying in stock only footwear at the time; yet today, both their name and products has extended beyond what one could have imagined it would become. Nick Swinmurn founded Shoesite.com in 1998 and later changed its name to Zappos in 1999; during that year Tony Hsieh came on board as an investor and then became co-CEO in 2001 along with Swinmurn, who eventually left the company after a while (Warrick, Milliman, and FergusonRead MoreZappos Case Study1920 Words   |  8 PagesZappos is an on line shoes retailer that started its business in the year 1999. Later on the company had expanded its business to include the beauty products, clothing and even the housewares within its leading e-commerce website. This case emphasizes on the customer service department of Zappos Company and initially the business focused only on the drop ship method. Later on the company also increased the variety of the products. The company had also created a bricks and mortar storefront to expandRead MoreZappo ¬Ã‚ ¥s Case Study1334 Words   |  6 Pagesyou go buy the same product on a store. Once the risk has been stabilize, zappos creates value by providing an easier shopping experience where customer can go thru an online catalogue and buy from home. Retention By excellence in customer service, clients are constantly in a delight stage bringing high satisfaction levels since they receive way more than what they would expect from any other company and even from zappos itself! Client service and returned policies have created several switching