Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again.
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- Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: Describe the “moment of truth" concept seen in the case and explain how managers should handle moments of truth.Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of.... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: Describe the challenges faced by the managers at Norwegian Cruise Lines in providing high-quality service to all guests and discuss…1. Asmah was feeling tired working for a long hour flight from Canada to Kuala Lumpur. She wanted to have a good rest after the long hour flight. However, her supervisor requested her to replace one of her colleagues for a short trip from Kuala Lumpur to Penang. She had no choice but to replace her colleague. Even though she is feeling emotionally exhausted and tired she is still smiling and being courteous to the passengers. The Situation (in bold) experienced by Asmah is BEST described as: A. emotional labor. B. positive affection. C. organizational citizenship. D. perceived behavioural control. 2. Sally has worked for many years at Metal Industries Incorporated. Over these years, she has performed just about every job there is to do. However, she prefers a work environment which is quiet and to be left alone. She lacks confidence and has a poor opinion of herself. Which personality traits best describe Sally? A. Internal locus of control and poor self-concept B. Introverted and low…
- Suppose a basketball coach, who has never win a game in several season tells his team "all right men, go out there and win this game". Explain what the coach meant?Why is not a fundamental element of a profession? (A) Responsibility in work task (B) Abstract Knowledge used (C) Value orientation to service (D) Autonomy in decison making1. What 4 recommendation can be provided to the following issues (lack of consistency, poor communication, poor leadership and lack of team cohesion) in a workplace? 2. Whate are the risks and benefits of those reccomendations?
- 1. In business: A. Being unorganized and stressed is acceptable B. Redoing a project a second time is acceptable C. Time is money D. All of these E. None of these 2. Constant stress can result in: A. Personal and work problems B. Physical harm C. Mental harm D. All of these E. None of these 3. When opening mail: A. Sort the mail after every piece is opened B. Open mail throughout the day C. Open all mail at one time D. All of thesei just need number 4 question only. thanks Sam works for Alpha Pharma Ltd. Alpha Pharma is a 40 year old traditional company which manufactures pharmaceutical products ranging from antibiotics to cough syrups. Sam is a Medical representative and has to make on an average 10 calls per day to promote the company’s products to doctors. He has been working with the company for past 4 years. He is smart employee who has marketed the company’s products well. However, Sam hates if someone were to point his flaws. He has often argued at his performance appraisal with his boss Sunny, if it has been critical. Sunny finds Sam to be a difficult person who always expects praise and avoids criticism. Whereas Sam believes that he has been loyal to the company in the face of offers from the competitors, as well as, he has really worked hard for the company. He strongly believes that Sunny should be more encouraging in his approach by praising good work done rather than criticizing him. Sunny on the…Mr. Herrera, general manager of XYZ Company with a workforce of 1,700 men is into manufacturing of jeeps. Jeeps are public utility vehicles and considered a local version of Hamer. During the first (5) years of operation, business is doing good. Soon after, local and foreign competition started penetrating the market and sales started to break-even. Mr. Herrera decided to go into aggressive promotions, product development and market expansion. Since Mr. Herrera does not believe in planning, all these activities were all done during the sixth year of operation. Sales started to pick up but did not reach the profit expectations of Mr. Herrera. 1.If you are Mr. Herrera, what are the things that you would do and why? 2.What would you say were the possible good things that planning will do to the jeep manufacturing business of Mr. Herrera?
- 22 - What is the job design method that specifies the specific features that must be designed in a job for meaningful work, responsibility, and knowledge to produce positive results? a) Business Simplification B) Strategic Business Analysis NS) Business Requirements D) Business Expansion TO) Business Characteristics Model37 - What is the job design method that specifies the specific features that must be designed in a job for meaningful work, responsibility, and knowledge to produce positive results? a) Business Requirements B) Business Simplification NS) Strategic Business Analysis D) Business Characteristics Model TO) Business ExpansionI want paragraph explaining in detailes about the Providing safer industrial areas: at lest 200 words