scholarly journals Presenting and perceiving humour in Estonian tourism settings

2021 ◽  
Vol 9 (4) ◽  
pp. 189-208
Author(s):  
Marit Piirman ◽  
Katrin Saks
Keyword(s):  
Customer Service ◽  
Significant Role ◽  
Provided Examples

Humour plays a significant role in everyday interactions. Individuals perceive humour differently and experience various emotions, from exaltation to umbrage. Therefore, providing humorous communication in customer service is challenging. The aim of this study was to investigate the perception of humour in a tourism customer service context. In the first part of the study, representatives of Estonian tourism companies were asked their opinions about using humour in communication with their clients. They provided examples of the use of humour in customer service situations, which were then evaluated by potential tourists in the second part of the study. The results of the evaluation were analysed in relation to the respondents’ sense of humour. The findings were discussed in line with the four implicatures of humour.

scholarly journals Legalization of Regional Regulation on Domestic Workers in Special Region of Yogyakarta and its Challenge

2017 ◽  
Vol 22 (3) ◽  
pp. 239
Author(s):  
NFN Sargini ◽  
NFN Jumiyem ◽  
NFN Muryanti
Keyword(s):  
Customer Service ◽  
Significant Role ◽  
Service User ◽  
Public Life ◽  
Domestic Workers ◽  
Employment Relationship ◽  
Working Relationship ◽  
Special Region

<p>This paper examines the legislation process of Proposed Regional Regulation on Domestic Workers (Raperda PRT) in DIY. The regional regulation becomes important because domestic workers have a significant role for working family and for those who are busy with public life. This resulted in an incresed demand for this proffesion every year. Unfortunately, the absence of governing regulation for this profession lead to the use of a very unclear and messy working relationship practice by the DW (PRT)and the customer (service user). The violation of employment relationship becomes regular occurance, as well as the violence experienced by domestic workers, whether physical, psychological, economic, sexual or social. In Yogyakarta, the Domestic Workers Protection Network (JPPRT) of DIY has suggested that the various type of violence experienced by domestic workers can not be separated from the absence of regulation<br />that governing the working relation of domestic workers and service user. Against this background JPPRT decided to pioneer and propose a draft for regional regulation for domestic workers in The Special Region of Yogyakarta (DIY).</p>

"Service With a Smile, Regardless": Emotions and Customer Service Work

2006 ◽  
Author(s):  
Steffanie L. Wilk ◽  
Nancy P. Rothbard ◽  
Theresa M. Glomb
Keyword(s):  
Customer Service ◽  
Service Work

Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives

Does quality customer service pay in competitive markets?

2010 ◽  
Author(s):  
Jennifer Nieman-Gonder ◽  
Terri Shapiro ◽  
Nimmy Mathew
Keyword(s):  
Customer Service ◽  
Competitive Markets

Economic Views of L. Trotsky

2004 ◽  
pp. 142-157
Author(s):  
M. Voeikov ◽  
S. Dzarasov
Keyword(s):  
Civil War ◽  
20Th Century ◽  
Significant Role ◽  
Historical Perspective ◽  
Russian Revolution ◽  
Russian History ◽  
History Of

The paper written in the light of 125th birth anniversary of L. Trotsky analyzes the life and ideas of one of the most prominent figures in the Russian history of the 20th century. He was one of the leaders of the Russian revolution in its Bolshevik period, worked with V. Lenin and played a significant role in the Civil War. Rejected by the party bureaucracy L. Trotsky led uncompromising struggle against Stalinism, defending his own understanding of the revolutionary ideals. The authors try to explain these events in historical perspective, avoiding biases of both Stalinism and anticommunism.

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