Ethical Issues in Hospitality: Management Implications for Youth Tourism in Romania

2020 ◽  
pp. 69-102
Author(s):  
Daniel Bulin ◽  
Andreea Marin-Pantelescu ◽  
Elisabeta Ilona Molnar ◽  
Andreea Fortuna Șchiopu ◽  
Gabriela Țigu
Keyword(s):  
Ethical Issues ◽  
Hospitality Management ◽  
Management Implications

Handling Customer Complaints in the Hospitality Industry

2014 ◽  
pp. 1237-1260
Author(s):  
Rosalynn Dinnen ◽  
Ahmed Hassanien
Keyword(s):  
Empirical Research ◽  
Hospitality Industry ◽  
Employee Training ◽  
Hospitality Management ◽  
Management Implications ◽  
Customer Complaints ◽  
Attitudes And Practices ◽  
Hotel Managers ◽  
Analyze Case

Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management's attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.

Disability Management: Implications for Clinical Practice and Consultation In the Workplace

1986 ◽  
Vol 17 (3) ◽  
pp. 38-42 ◽  
Author(s):  
Thomas E. Backer
Keyword(s):  
Ethical Issues ◽  
Management Implications ◽  
Organizational Goals ◽  
Economic Issues ◽  
Service Environment ◽  
Rehabilitation Professionals ◽  
Consulting Services ◽  
Professional Needs ◽  
Rehabilitation Professional ◽  
The Given

Opportunities are increasing for rehabilitation professionals to provide clinical and consulting services right at the worksite. In order to effectively operate in the worksite context, the rehabilitation professional needs to take account of (a) the organizational goals of the employer, (b) the organizational culture of the given workplace, and (c) important ethical issues related to this type of service environment. After reviewing current opportunities for worksite delivery of clinical and consulting services, these three factors are discussed. This article also discusses technological, legal, and economic issues which may have an impact on future clinical and consulting opportunities for rehabilitation professionals.

Handling Customer Complaints in the Hospitality Industry

2011 ◽  
Vol 2 (1) ◽  
pp. 69-91 ◽  
Author(s):  
Rosalynn Dinnen ◽  
Ahmed Hassanien
Keyword(s):  
Empirical Research ◽  
Hospitality Industry ◽  
Employee Training ◽  
Hospitality Management ◽  
Management Implications ◽  
Customer Complaints ◽  
Attitudes And Practices ◽  
Hotel Managers ◽  
Analyze Case

Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.

Handling Customer Complaints in the Hospitality Industry

2013 ◽  
pp. 68-90 ◽  
Author(s):  
Rosalynn Dinnen ◽  
Ahmed Hassanien
Keyword(s):  
Empirical Research ◽  
Hospitality Industry ◽  
Employee Training ◽  
Hospitality Management ◽  
Management Implications ◽  
Customer Complaints ◽  
Attitudes And Practices ◽  
Hotel Managers ◽  
Analyze Case

Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.

Confronting the grey zone after severe brain injury

2019 ◽  
Vol 3 (6) ◽  
pp. 707-711 ◽  
Author(s):  
Andrew Peterson ◽  
Adrian M. Owen
Keyword(s):  
Brain Injury ◽  
Ethical Issues ◽  
Vegetative State ◽  
Clinical Care ◽  
Grey Zone ◽  
Severe Brain Injury ◽  
New Methods ◽  
Legal Decision Making ◽  
Technological Developments ◽  
The Brain

In recent years, rapid technological developments in the field of neuroimaging have provided several new methods for revealing thoughts, actions and intentions based solely on the pattern of activity that is observed in the brain. In specialized centres, these methods are now being employed routinely to assess residual cognition, detect consciousness and even communicate with some behaviorally non-responsive patients who clinically appear to be comatose or in a vegetative state. In this article, we consider some of the ethical issues raised by these developments and the profound implications they have for clinical care, diagnosis, prognosis and medical-legal decision-making after severe brain injury.

Ethical Issues in Nursing: Nutrition of Premature New-borns in Intensive Neonatal Care – Nurses between Care and Autonomy

Pflege ◽  
2001 ◽  
Vol 14 (1) ◽  
pp. 13-16
Author(s):  
Monika Bobbert
Keyword(s):  
Ethical Issues ◽  
Neonatal Care ◽  
Ethische Konflikte ◽  
Ethische Probleme

Pflegeethik als relativ neuer Bereich der angewandten Ethik hat unter anderem die Aufgabe, auf ethische Probleme in der pflegerischen Praxis aufmerksam zu machen und diese zu reflektieren. An einem Fallbeispiel wird gezeigt, dass das pflegerische Vorgehen bei der Ernährung von Frühgeborenen ethische Konflikte bergen kann. Am konkreten Fall werden Fragen der Patientenautonomie und Fürsorge diskutiert, die auch für andere pflegerische Situationen relevant sind. Der Artikel leistet einen Beitrag zur Klärung der spezifischen Inhalte einer auf den Handlungsbereich der professionellen Pflege bezogenen Ethik.

Research Participation Experiences of Informants of Suicide and Control Cases

Crisis ◽  
2010 ◽  
Vol 31 (5) ◽  
pp. 238-246 ◽  
Author(s):  
Paul W. C. Wong ◽  
Wincy S. C. Chan ◽  
Philip S. L. Beh ◽  
Fiona W. S. Yau ◽  
Paul S. F. Yip ◽  
...  
Keyword(s):  
Ethical Issues ◽  
Research Participation ◽  
Self Report ◽  
Initial Contact ◽  
Psychological Autopsy ◽  
Autopsy Study ◽  
The People ◽  
And Control ◽  
The Impact

Background: Ethical issues have been raised about using the psychological autopsy approach in the study of suicide. The impact on informants of control cases who participated in case-control psychological autopsy studies has not been investigated. Aims: (1) To investigate whether informants of suicide cases recruited by two approaches (coroners’ court and public mortuaries) respond differently to the initial contact by the research team. (2) To explore the reactions, reasons for participation, and comments of both the informants of suicide and control cases to psychological autopsy interviews. (3) To investigate the impact of the interviews on informants of suicide cases about a month after the interviews. Methods: A self-report questionnaire was used for the informants of both suicide and control cases. Telephone follow-up interviews were conducted with the informants of suicide cases. Results: The majority of the informants of suicide cases, regardless of the initial route of contact, as well as the control cases were positive about being approached to take part in the study. A minority of informants of suicide and control cases found the experience of talking about their family member to be more upsetting than expected. The telephone follow-up interviews showed that none of the informants of suicide cases reported being distressed by the psychological autopsy interviews. Limitations: The acceptance rate for our original psychological autopsy study was modest. Conclusions: The findings of this study are useful for future participants and researchers in measuring the potential benefits and risks of participating in similar sensitive research. Psychological autopsy interviews may be utilized as an active engagement approach to reach out to the people bereaved by suicide, especially in places where the postvention work is underdeveloped.

Sign in / Sign up

Export Citation Format

Share Document