Marketing of Service Essay Example | Topics and Well Written Essays - 1000 words

Marketing of Service - Essay Example In the food industry, customer satisfaction and loyalty are largely influenced by the frontline service providers. Therefore, the employees who come into first contact with customers in the Tony Roma hotel have been empowered with skills to handle multiple clients. The company has invested in professional recruiting and selection programs1. These investments are essential to the provision of world-class services at to the customers at the frontline. The company is intentional about providing quality services to both internal and external customers2. Tony Roma hotel is keen on conducting research with an aim to reinforce the brand image and facilitate marketing. The selection procedure of the frontline employees entails checking the emotional intelligence of the workers. Data mining has been an effective method of ensuring high class services are offered by the frontline employees3. Frontline services have to be scripted if professionalism is to be enforced. Studies show that the most effective organizations have structures of picking employees and a culture of excellence4. This includes the frontline services. Tony Roma has been careful to manage customer expectations. The company has used developed marketing communication to shape customer expectations. Training has significantly reduced the roles ambiguity and conflict that can affect the quality of services at the front office5. Transparency in communications has raised the morale of the frontline workers at the Tony Roma hotel. In the food industry, understanding cultural differences play a crucial role in attracting and retaining customers. The company offers training that significantly reduces ethnocentric attitudes among the workforce. The ethnic diversity among frontline employees is harnessed to become an advantage to the company. Tony Roma is heavily investing in service innovations that are unique and customer oriented. The services are aimed at giving the organization a competitive edge at the front office. In most companies, frontline employees have the least voice since they are viewed as mere front office attendants6. However, the strategic policy of Tony Roma appreciates the enormous influence of the FLEs to the mindset of the potential clients. This is the reasoning behind the empowered, competent and energized frontline employees in Tony Roma. SERVQUAL dimensions of Reliability, assurance, empathy and responsiveness The company wants the frontline office to create brand experiences and not mere services. Frontline employees are trained to engage customers in lively and professional dialogues. The frontline officers are dependable when it comes to strategic planning, liaising the necessary departments and the external environment. The employees are expected to be eloquent and courteous while dealing with clients. They are required to conduct follow up of the customer requests and services. The company emphasizes on soft skills and likable personality traits as opposed to experienced and hardened personalities7. According to the company’s management, frontline employees are the face of the hotel8. Therefore, frontline employees are supposed to have natural social skills and authenticity while dealing with customers9. The company insists that the facial expression of joy must be perceived to be authentic and

Evaluate the UK tax system in the context of Adam's Canon of Taxation Essay

Evaluate the UK tax system in the context of Adam's Canon of Taxation - Essay Example 2008). In UK today, there exist no published figures on this particular ‘gap’ but statistics from the Tax Justice Network (TJN) indicate that UK’s fifty largest companies have paid an average of 5.7 per cent less corporation tax than ‘expected rates’ from 2000 to 2004 (Wolfgang et al. 2008). This largely depends upon what is ‘expected’ and some of the assumptions made are questionable. For instance, in UK, TJN has associated this with excessive corporate tax allowances given to motivate investment in plant and machinery that in turn result into high levels of deferred taxation (Wolfgang et al. 2008). Today, capital allowances constitute examples of various express tax relief and incentives, which are regarded by most governments as desirable in the context of their economic policies. Recent report findings by the National Audit Office in UK identified that, around 220 of the largest UK 700 companies paid no tax at all in the years 2005 an d 2006, which led to concerns being widely highlighted in the media that there were high levels of corporate tax avoidance (Wolfgang et al. 2008). Therefore, this research paper will largely look at and make evaluation of the UK tax system in the context of Adam’s Canon of Taxation. Background to Adam’s Canon of Taxation Adam Smith is considered the father of modern economics and part of his contribution to the field of economics was presentation of four principles of a good taxation system known as Adam Smith’s Canons of Taxation (Smith and Cannan 1976; Smith and Sutherland 1998). The four principles are as follows: Canon of Equity, in the words of Adam Smith, â€Å"people of every state should pay their share in proportion to their individual abilities, which means that they should pay tax proportion to that income which they respectively get under the government security† (Jain, Kaur, Gupta and Gupta n.d, p.30). The basic assumption of this law is that , people are supposed to pay taxes according their capacity, while equity in this sense means people should demonstrate equality of sacrifice in paying tax. For instance, since the rich people’s marginal utility of money is less than that for the poor, rich people are supposed to pay more amounts in taxes than the poor people (Jain, Kaur, Gupta and Gupta n.d). Therefore the principle of justice is implicated in this doctrine (Nicholson 1928) and in the words of Adam Smith, â€Å"It will be more justified for the rich to contribute to the public expenditure not only what is proportionate to their income but more than that† (Jain and Khanna 2006, p.349). The second canon is that of certainty, where the postulation of this principle is that, there need to be a certainty regarding taxes (Das, 1993). For example, in Smith’s words â€Å"the tax which each individual is bound to pay ought to be certain, and not arbitrary and that time of payment, the manner of payment , the quantity to be paid ought to be clear and plain to the contributor and to every other person† (Jain, Kaur, Gupta and Gupta n.d, p.30). These assumptions show that, in any taxation system, individuals must know how much tax they are supposed to pa