Tuesday, May 19, 2020
Corporate Social Responsibility - 1072 Words
DBS Nataliya Salnikava 1777627 LIDL and Corporate Social Responsibility Introduction In this essay the author will try to give an understanding of what is the Corporate Social Responsibility, why it is so important nowadays and we will analyse role of Lidl in this area in different dimensions. So what is the Corporate Social Responsibility?The World Business Council for Sustainable Development in its publication ââ¬Å"Making Good Business Senseâ⬠by Lord Holme and Richard Watts, used the following definition Corporate Social Responsibility is the continuing commitment by business to behave ethically and contribute to economic development while improving the quality of life of the workforce and their families asâ⬠¦show more contentâ⬠¦Its not a secret that the fish population is in dramatic decline for the last 10 years. So as an international company Lidl really cares about following the international policies regarding ethic method of fishing, illigal fisheries, dolphin-friendly tuna. It also ensure that all the fish they offer to the customer, is caught under socially acceptable conditions. LIDl and Charity Foundation This would be the most prominent and significant achievement for Lidl in Corporate Social responsibility ââ¬â partnering with Irish Heart Foundation. In order to provide funds to IHF, Lidl does a lot of in-store promotions, SMS completions, it involves their staff to participate in variety of raising funds for charity events. All of these runs very successfully for LIDL and IHF. In addition Lidl provide on their web-site all the relevant information how to stay healthy and fit in order to avoid heart related deceases. So all said above proves that Lidl truly ââ¬Å"has a big heartâ⬠. Lidl and education From 2006 Lidl with Dublin Business School conjunction runs a program called ââ¬Å"Earn while you learnâ⬠. The successful participants of this program getting a great opportunity to study in the private college in the heart of Dublin, they get paid an attractive salary, and have anShow MoreRelatedCorporate Social Responsibility : Corporate Responsibility773 Words à |à 4 PagesCorporate social responsibility may also be referred to as corporate citizenship and can involve spending finances that do not directly benefit the company but rather advocate positive social and environmental change. The soul in the next economy forum presentation made it evident that achieving corporate social responsibly in a company can reap major benefits in terms of finances, more inspiring workplace and customer satisfaction. In the past, companies mistakenly thought that corporate socialRead MoreCorporate Social Responsibility1990 Words à |à 8 PagesCorporate social responsibility is becoming a key initiative and an essential tool in the growth of multinational corporations and the development of third world countries throughout the globe. The two concepts can work hand in hand to provide benefits for all; however difficulties in regulating and implementing corporate social responsibility need to be overcome before effective changes can be made. Definitions of corporate social responsibility can be somewhat varied depending on the perceptionRead MoreCorporate Social Responsibility1904 Words à |à 8 PagesCorporate Social Responsibility The different aspects of corporate social responsibility (CSR) have been the topic of considerable debate since the last decades of the twentieth century. Main factor for the increased interest on the part of stakeholders in this topic are the increased public awareness and interest in the corporate social responsibility following the Information Revolution. This essay will assess the dangers and benefits of the business ethics for most of the stakeholders ââ¬â employeesRead MoreCorporate Social Responsibility : Corporate Responsibility2819 Words à |à 12 PagesIntroduction For the past years, corporate social responsibility also referred, as corporate conscience has been a respected subject for discussion. Corporate social responsibility, unquestionably, contains more viewpoint than simply worried about the ecological impacts of associations. It came in people groups mind at the later 1880, time of essential modern advancement that associations ought to think about the thought of social obligation. Associations that are near to social obligation issues got toRead MoreCorporate Social Responsibilities2100 Words à |à 9 PagesSustainability requires monitoring and managing all the person to ensure that our economy and society can continue to exist without destroying the social and natural environment during development. The sustainability includes three pillars, which are economic, social and environment, forming a triple bottom line. The triple bottom line demands that a company s responsibility lies with stakeholder rather than shareholder. The stake holder is a party who can be affected or affect by the action of the company suchRead MoreCorporate Social Responsibility15903 Words à |à 64 PagesCORPORATE SOCIAL RESPONSIBILITY (CSR) is a term describing a companyââ¬â¢s obligation to be accountable to all of its stakeholder in all its operation and activities. Socially responsible companies consider the full scope of their impact on communities and the environment when making decisions, balancing the needs of stakeholder with their need to make profit. A companyââ¬â¢s stakeholders are all those who are influenced by and can influence a companyââ¬â¢s decisions and action, both locally and globally. BusinessRead MoreCorporate Social Responsibility3253 Words à |à 14 PagesLiving Dangerously in Two Worlds In my paper I will be discussing the topics related to corporate social responsibility. Corporate social responsibility (CSR, also called corporate responsibility, corporate citizenship, and responsible business) is a concept whereby organizations consider the interests of society by taking responsibility for the impact of their activities on customers, suppliers, employees, shareholders, communities and other stakeholders, as well as the environment. This obligationRead MoreCorporate Social Responsibility : Corporate Responsibility2819 Words à |à 12 PagesIntroduction For the past years, corporate social responsibility also referred, as corporate conscience has been a respected subject for discussion. Corporate social responsibility, unquestionably, contains more viewpoint than simply worried about the ecological impacts of associations. It came in people groups mind at the later 1880, time of essential modern advancement that associations ought to think about the thought of social obligation. Associations that are near to social obligation issues got toRead MoreCorporate Social Responsibility : Corporate Responsibility2818 Words à |à 12 PagesFor the past years, corporate social responsibility also referred, as corporate conscience has been a respected subject for discussion. Corporate social responsibility, unquestionably, contains more viewpoint than simply worried about the ecological impacts of associations. It came in people groups mind at the later 1880, time of essential modern advancement that associations ought to think about the thou ght of social obligation. Associations that are near to social obligation issues got to be worryRead MoreCorporate Responsibility And Corporate Social Responsibility Essay1867 Words à |à 8 PagesStevan Jakovljevic Professor Laud MGT 3550 Values, Ethics and Sustainability 10/18/16 Chapter 3: Define corporate responsibility (CSR). Describe the benefits. Why do some executives support CSR while others find it troublesome and argue against it? Corporate social responsibility is what a company uses to self-regulate itself and refers to business practices involving initiatives that benefit society. A businessââ¬â¢s CSR can encompass a wide variety of tactics, from giving away a portion of a companyââ¬â¢s
Wednesday, May 6, 2020
Economic Systems Capitalism, Communism and Socialism
Economic Systems 04/22/2014 Throughout history, nations or regions have supported different economic systems. Economic systems control the political economy, markets, consumer and public economics, national income, natural resources and other aspects. The economic systems lead the country towards its flourished and depraved situations. The systems also provide the type of business and government imposed on the societies and the country. Some of the economic systems are capitalism, communism and socialism. Capitalism is the system under which the means of production are privately owned and operated for profit. Communism is an economic system in which all the means of production, land, labor and capital, are owned by the people but private property doesnââ¬â¢t exist. Also, in communism, all the lands are shared equally among everyone. Lastly, socialism is the system which is operated by the people who own the factors of production and act for the welfare of all. Thus, there are different types of economic syst ems because different systems are favorable in diverse countries depending on the influence it has had from other nations. Capitalism emerged in Europe after the downfall of feudalism. Capitalism was solely based on trade and capital, the traders profited more as the demand of goods increased. But, when the demand decreased, the traders lost almost everything. Early capitalists came up with new plans and new business methods to create wealth and this was called theShow MoreRelatedCommunism, Capitalism, and Socialism Essay652 Words à |à 3 PagesThree different types of economic systems used by governments are Communism, Capitalism, and Socialism. Each type of system is unique in different ways. Each has distinct aspects that make it what it is. In communism, the government runs everything and there are no social classes. The government in capitalism doesnââ¬â¢t interfere with any businesses and lets the citizens own and operate them. Socialism is basically a mixture of the two economic systems. The government runs certain businesses,Read MoreCapitalism Vs. Socialism And Communism1175 Words à |à 5 Pages Capitalism VS. Socialism/Communism Analysis The industrial revolution changed the way people lived. Before the industrial revolution all the work that is now done by machines was done by hand. It also allowed the ambitious working class man to join the rich at the top. This was done through capitalism and laisses-faire economics which gave businesses the ability to operate in a free market without government regulation. Capitalism deserves its share of criticism because of the abuses it causedRead MoreModern Political Ideas and Doctrines Essay1670 Words à |à 7 Pagesa) How did Marx conceive the transition from capitalism to communism? Karl Marx is considered to be a historian, a philosopher, a political thinker, and an economist amongst other things. There is a standard misconception that Marx had no idea of economics, by contrast he was quite the economist, and was able to layout the transition of capitalism to communism in a very logical and understanding way. The transition of capitalism arises through three core factors: the philosophyRead MorePublic Services Funded By Taxpayer Money908 Words à |à 4 PagesThrough my online class, I got the chance to learn about socialism, communism and capitalism. They are all different from each other even though there are some similar stuff between them there is a little thing that distinguishes each one from each other. In this paper, I will go through each term and how each and everyone is different from each other. First of all Socialism is a system of society in which the means of production are owned and controlled by the state. It mostly relies on governmentalRead MoreEssay about Comparing Socialism and Communism 702 Words à |à 3 Pagesto the communist conquest of power in the Soviet Union, there was an increase of 68.6 years in the life expectancy of all age group; hence the Soviet authorities used this improvement to demonstrate the competence of the socialist system to that of the capitalist system. Although, with the further continuance of this trend in the late 50ââ¬â¢s up to early 60ââ¬â¢s it made the life expectancy in the Soviet Union went beyond that in the United States. Dinkel R.H. further stated that in the 1964 the trend laterRead MoreMarxism And Socialism Essay1429 Words à |à 6 PagesCan democratic socialism achieve Marxist socialism? Marx and Engelsââ¬â¢ The Communist Manifesto states, ââ¬Å"The first step in the revolution by the working class, is to raise the proletariat to the position of ruling class, to win the battle of democracyâ⬠(1888:32). Marx predicted that once proletariats had seized power, the state would abolish capitalism through collective ownership, taking economic control away from the free market and subsequently liberating society from alienation and oppression. ThisRead MoreFrom The Depths By William Balfour Ker1139 Words à |à 5 PagesAnna Fogle, Northridge High School, 9th grade World History Intro to Capitalism Standard: 9.9) Describe the impact of technological inventions,conditions of labor, and the economic theories of capitalism, liberalism,socialism, and Marxism during the Industrial Revolution on the economies, societies, and politics of Europe. Common Core: CCRS-W9. Draw evidence from literary or informational texts to support analysis, reflection, and research. Objective: Students will analyze an image titled ââ¬Å"FromRead MoreSocialism And The Second Is Capitalism922 Words à |à 4 Pages There are to forms of economic systems that will be explained in the paper. Both of the topics will be about the origins of each form of economic system, what each hopes to achieve, and the pros and cons. The first is going to talk about socialism and the second is capitalism. Socialism is a government run by the public rather than by private individuals. Thus, in a socialistic country, the common public owns the factors of production and makes economic decisions. Therefore individuals do not workRead MoreEconomics Is The Science Of Scarcity1728 Words à |à 7 PagesEconomics is the science of scarcity. Scarcity is when you have a population with unlimited wants coupled with limited resources. Essentially, economics deals with the production, distribution, and consumption of goods and services. The societies in the books 1984 and Fahrenheit 451 both take advantage of some form of an economic system, whether it be the command economy of Oceania, or the overly consumerist economy of the dystopian United States. An economic system is how a society deals with theseRead MoreEssay about Comparative Economic Systems1244 Words à |à 5 PagesComparative Economic Systems Capitalism is the economic system found in the United States, Japan, and Germany that are based on private ownership of productive property. Items are known as productive since their use can produce other objects of economic value, income, or money. Things such as a workerââ¬â¢s tools, a farmerââ¬â¢s fields, or a factoryââ¬â¢s machine can be considered as productive property. The basic four factors of production that are important for any nationââ¬â¢s economy is land
Personality and Job Performance Volatile and Agile Nature
Question: Describe about the Personality and Job Performance for Volatile and Agile Nature. Answer: Introduction: Human mind has remained one of the most interesting areas of research in behavioral science. It is because of its volatile and agile nature. An individual is influenced by any simple, short-time incident positively or negatively. Our mind is linked with the mood and mood enables logical decision-making process. Such decisions are taken after deep thinking taking long-term impact into account. In other words, mind is the fountain of thoughts. Thoughts influence the actions. The actions define the personality type of an individual. The willingness of an individual affect on the job performance at workplace in terms of comfort, satisfaction, dedication, formation of attitude followed by behaviour. Organization is made of people and run for the people. The collective behavior of various teams reflects in overall picture of an organization by and large. It means the stakeholders are human beings i.e. employees, employers, customers etc. Their perceptions, attitude, approach, thinking patt ern, involvement, and level of satisfaction will define the success ratio of business for the organization (Patra, 2013). Therefore, relationship between personality and job performance is always on high priority for the corporate firms and taken care of. Nobody can afford to turn a deaf ear to this concern. Discussion: Personality can be considered as a bucket of various skills, values, habits, beliefs which makes an individual a unique character. Repetitive actions compel the individuals to behave in certain way, style. The repetitive behavior observed, experiences by others are part of the nature of a personality. Nature determined the level of motivation, reinforcement. After all, motivation is the driving factor of job performance. Sometimes, it is internal or external motivation. However, it can establish relationship between personality and performance. There are various best practices followed by the firms. Five-Factor Model i.e. Conscientiousness, Extraversion, Agreeableness, Neuroticism EAS (Emotionality, activity, and sociality) Model are some of the notable practices to mention few. Organizational behavior plays pivotal role in change management. (Example, Merger and Acquisition). Major changes are expected during the process of merger and acquisition or takeover between two companies or enterprises. The organization goes through critical and complex phase of change management. In such delicate situation, some of the employees are waiting to take undue advantage in terms of spreading rumours like wildfire which may cause huge loss in terms of brand management. The leader has great scope to apply the various models of personality and identify the trouble-makers and control the situation (Schein, 2004). In addition, policy framework and revision, review is possible from a third person point of view. Integrity could prove like a litmus test in this context (Katzenbach, 2014). The relationship between personality and performance is more visible in dealing with diverse workforce. These days, many firms have extended their geographical boundaries and become multi-national companies (MNCs). They have ready and ambitious to ride on the wave of glocalization i.e. being global and maintaining local simultaneously. It makes them unique and they stood away from rest of the world. However, managing multi-national, multi-linguistic, multi-cultural employees and achieving common organizational goals is possible only when communal harmony takes place in the team. Healthy relationship with each other certainly create good rapport and has positive impact on job performance in terms of achieving target and completing assigned tasks effectively with confidence. Organizational behavior empowers to identify the team members based on their personality traits and trigger the behavioral issues, if any. Here, preventive action is recommended than corrective one. The various research studies have revealed that self-knowledge, self-control and self-respect have contributed a lot while developing work-related attitude which is crucial and highly important for any organization. First of all, self-knowledge indicates willingness to learn new things and keeping updated, up-graded all the time to tackle new challenges. Secondly, self-control is to deal with internal and external conflicts. Here, internal conflicts means dilemma (to be or not to be!). It is essential to test our decisions on win-win situation side in spite of win-lose or lose-lose sides. Maturity and independent working with less or no supervision certainly leads to great performance. Naturally, you have inner satisfaction and you can feel it rather than think it. Self-respect empowers the employees to remove inferiority complex and boost their confidence. It increases the risk appetite. The team would be of fire-fighters! It is equally important to give and take respect without hur ting anybody. One can find some controversial facts as to measure the job performance at workplace. Performance is measured both in subjective and objective manners. It cannot be denied that performance measurement by immediate supervisors is a part of subjective while statistics of sales could be treated as objective measurement of a job performance. Fair and impartial measurement of performance reinforces the employees to contribute more while judging the staff based on prejudice, premature evaluation will prevent them from doing so. Here, standardization or benchmarking is very much essential factor which will ensure transparency in everything we do. Another important aspect which affects the relationship between personality and performance is self-discipline. It should be noted that it is not merely discipline. Discipline can be maintained through various rules and regulations. Again, it is an external factor. Hence, it cannot guarantee 100% and effective execution in terms of adherence. Employees fail to comply when it comes to integrity. They think What is in it for me? However, self-discipline is opposite to aforementioned. It is voluntary act which is not forced but accepted based on willingness. Hence, there are greater chances of involvement, acceptance. An individual haunted by self-discipline is not bothered about the fruits of his work or contribution. An employee keeps working and also sure that it will pay long-term benefits. It enables to maintain consistency, regularity. The principle of Each one counts is religiously followed in this context. Self-discipline leads to dedication, meeting deadlines and determination to achieve the goals. Hence, it has great value to job performance. Many times, behavioral issues, concerns cause damage to the team performance. It becomes complex and critical due to its hidden nature. Cold war between two groups of a team will lead nowhere in terms achieving team goals. Both the groups will waste their energy, time to play blame game in spite of real contribution. They will not be able to focus on the work. In this situation, a leader should notice the behavioral changes and fix the problem. Otherwise, it would be high time and may be all have to pay the price for the same (Armstrong, 2014). Flexibility could be another way to bridge the widening gap between personality and performance. It is expected by both the employers and the employees. Sometimes, employers expect it in terms of work rotation, extra-work, dealing with natural or man-made challenges etc. Employees too demand flexibility which consists of working hours, leaves etc. However, it has certain limits. Both of them should understand mutually. Negotiation skills will find out the golden mean to address the issues if any. In addition, trust factor can be developed. In this way, it will strengthen the employee-employer relationship and improve performance on regular basis. Employee Engagement has great significant contribution when it comes to performance. It is observed that 40-50% members in a team are looking for challenging job roles and responsibilities. Cognitive engagement proves to be a sort of value-addition to the job performance (Ongore, 2013). Especially, those who have worked for 3 to 5 years and have been doing same tasks find routine work monotonous. They tend to be casual and influence likewise to their colleagues. It is a job of a leader to explore their potential and appeal them to come up with initiative. It creates a new platform for them to exhibit their talent, skills for the team and company too. It is said that empty mind is devils workshop. Hence, to keep the team engaged all the time is essential and gives good results. It prevents blame game, dirty politics at workplace also. The various traits of personalities determine the scope of innovation and creativity. Every organization is striving for continuous improvement. It could be for various reasons. Some of them could be cost effectiveness, waste management, and quality standards. This can be an internal or within the company whereas increasing marketing strategy, business expansion, competition management, brand management, launching new products / services are considered as external reasons. The company is interested to work on both types of reasons. This is because only sharp minds can generate new ideas and develop third person point of views which is crucially important for the top management. Hence, it is the need of time to foster the culture of creativity and innovation at workplace so that people are actively involved in research and development activities for sustainable business growth. Youll be surprised to notice that human resource department is exclusively working on getting the right talent for right job in timely manner. It is interesting to study their policies of recruitment and selection procedures. This is observed mainly in multi-national companies. Now-a-days a lot of focus is given on hiring young professionals with 2-3 years relevant working experience. It is because these employees have become familiar with the corporate world but still have fire in the belly to prove and stand away from the crowd. They have developed lateral thinking approach and ready to face the challenges. In addition, they have limited liabilities and family concerns. Hence, they can work concentrate and maintain zeal, enthusiasm for long time. They can go for an extra mile to work extensively without any reason. As a result, the management can see their efforts turning into realities with good churning numbers in terms of targets. Hence, around 10-20% newly settled young horses are a must in a team. Their young proportion will give cutting-edge advantage to your team. Personality can be associated with the problem-solving skills. Generally, one can observe that people look at problems as dangers. They are bogged down and confused enough. Sometimes, there is a series of problems one after another. Naturally, the team tends to deviate from the organizational goals. Social, extrovert, dynamic, sporty and determined personalities are problem-solvers than problem-creators to the organization. They have great sense of belongingness. They are never afraid to take initiative and dont wait for somebody to give suggestions, orders or recommendations. In addition, those people who face the problems can give better and practical solutions. It is simply because they have understood the ground realities of the situation. Passion-driven team members enjoy working on problems. Tenacity is in their blood. They can analyse the problems critically, allocate the responsibilities amongst themselves and work in groups. Certainly, winning spirit and persistence is devel oped which take them to the top level. Leadership development is the one of the key aspects that could lay the foundation of employee-employer relationship. The search of excellence ends up with an effective and able leadership. Actually, leadership is an action. It generates the series of actions. A leader should be able to read the faces and minds. It empowers the team to act than to keep thinking. It provides mental support. He follows the principle of caring and sharing. He/she is approachable to all. His role is like a coach or a mentor. Democratic leadership nurtures assertiveness to the optimum level at workplace. People acceptance is possible in this context. In short, a leader can influence the team positively and boost their confidence to create wonders which they dont perceive probably. Steve jobs could be given as the best example. Rewards Recognition system plays important role in job performance. Most of the employees are keenly interested for appreciation. It is not always in the form of money. Small changes make a big difference. It is recommended that one should recognize and give certain credit to the concerned employee. It promotes winning spirit and expects repetitive actions on this ground. Others start following him/her. It is treated as best practice. Employees are sure that they will be rewarded and do more for the organization day-by-day. They create such paths which last for long time. It is beyond average performance and has large impact on the company. Allocation of tasks is sometimes challenging. However, if the tasks are allocated, assigned based on the core interest, skill-sets and potential of the team members, greater response is guaranteed with minimum supervision. It is natural that person can put his mind, heart and soul to complete the task in stipulated time. Here, the team leader has to have regular interactions with the team to know their nature, likes and dislikes, areas of interest etc. It would be easy for allocation. Conclusion (Recommendations): The above discussion shows that no business is left uncovered from the challenges, issues or concerns. However, it is possible to overcome them if one could succeed to establish the relationship between personality and performance. The company can start applying psychometric test during recruitments of new employees. SWOT (Strengths, Weakness, Opportunities and Threats) Analysis is another practical and working solution during one-to-one interactions on monthly basis. It is essential to set standard benchmarks to measure performances mostly through objective means. Open Door Policy should be adopted at workplace. Employee welfare activities like Family Day / Birthday celebrations, team outings, and get-together motivate them to perform better and increase their level of satisfaction. Synergy is reflected through team-work. Cross-training programs could be another way. In short, personality and performance works hand-in-hand and they are two different sides of the same coin. There exi sts a strong relationship between the two and balance of them is win-win situation for all. References: Annie, S. and Anitha, K. (2014). Work-Life Balance of Women Academicians- An Empirical Study. International Journal of Multidisciplinary and Current Research (Volume 2), Pg 2-3. Armstrong M., Stephens T. (2005). A Handbook of Management and Leadership: A Guide to Managing for Results. Kogan Page Limited, London p. 174-175. Baird, M. (2011). The state, work and family in Australia. The International Journal of Human Resource Management, 22(18): 37423754. Boxall, P. and Frenkel, S. (2012). Models of human resource management in Australia and NewZealand. In C Brewster and W Mayrhofer (eds) Handbook of research on comparative human resource management, 644662. Edward Elgar, Cheltenham. Boxall, P. and Purcell, J. (2011). Strategy and human resource management, 3rd edn. Palgrave Macmillan,Basingstoke. Burnes, B. (2004). Managing Change: A Strategic Approach to Organisational Dynamics. Financial Times Prentice Hall, 2004. Cardy, L. and Leonard, B. (2015). Performance Management: Concepts, Skills, and Exercises. Routledge, New York. CNN Money (2011). Global 500: Our annual ranking of the worlds largest corporations. https://money.cnn.com/magazines/fortune/global500/2011/full_list/ (accessed 18 Jan 2013). Evenson R. (2011). Customer Service Training. American Management Association, New York p. 25-27. Handy, C. (2007). Understanding Organizations. Penguin UK. Kumar, V. Reinartz, W. (2012). Customer Relationship Management: Concept, Strategy and Tools. Springer, London p. 55-60 Mazerolle S. (2013). Fulfillment of WorkLife Balance from the Organizational Perspective: A Case Study. Journal of Athletic Training, 48(5); 668677. Menezes L, S Wood and G Gelade (2010). The integration of human resource and operation management practices and its link with performance: A longitudinal latent class study. Journal of Operations Management 28(6), 455471. Mullins, L. J. (2010). Behaviour, Management Organisational (9th ed.). Pearson Education Limited. McNalll L. A., Masuda A. D., Nicklin J. M. (2010). Flexible Work Arrangements, Job Satisfaction, and Turnover Intentions: The Mediating Role of Work-to-Family Enrichment. The Journal of Psychology. 144(1), 6181. Olena, S. (2012). Work-Life Balance in Organizational Subcultures: The Case of MUTUA. Pg. 34, 41, 45. Reis, M. (2010). Change that works. In M. Reis, A Manager's Guide to Human Behavior. Skinner, N, Chapman, J. (2013). Work-life balance and family friendly policies. Evidence Base. Solomon M. (2012).Hi-Tech, Hi-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce. American Management Association, New York. p. 86-90 Tschohl J. (2007). Achieving Excellence through Customer Service. Best Sellers Publication Minnesota p. 285-285
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