Customer Service At The Hospitality And Tourism Industry

TOPIC - CUSTOMER SERVICE IN THE HOSPITALITY AND TOURISM INDUSTRY NAME - FAISAL ALLISSA COURSE - TABLE OF CONTENTS Introduction Operation Organizational Chart Job Description Training Program Department Area Research Interview of colleague Bibliography Introduction and Overview Customer service is very important in any job and industry, but hospitality and tourism it is especially important because people as in customers are paying for the customer service of the hotel or the restaurant. I have heard this many times and I have done it myself that I would recommend a place based on their customer service and my overall experience when I was in that place. According to popular belief customer service is very important at any place, and it is true, receiving good service should be a priority at for any service industry. According to North West Business Life magazine, there are things every service industry should do, especially hospitality and tourism industry first of all always meet and exceed customer expectations. Satisfied customers are looking for a memorable experience and an energetic service, where it matters the most. Businesses need to be aware that it’s becoming ever more popular for guests to leave a review of th eir experience on a number of feedback sites, whether their experience was a good or bad one. Hospitality outlets need to me mindful of this as bad feedback can be extremely damaging (North West Business Life). IShow MoreRelatedCustomer Satisfaction in the Tourism and Hospitality Industry: Analysis on Service Quality and Service Failure1986 Words   |  8 Pages1.0 TITLE OF THE STUDY Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on service quality and service failure 2.0 BACKGROUND OF THE STUDY / INTRODUCTION Customer satisfaction plays a crucial role for success and survival in today’s competitive market. Customer satisfaction is considered a prerequisite for customer retention and loyalty, and obviously helps in realizing economic goals like profitability, market share, return on investment, etc. (Scheuing, 1995; Reichheld,Read MoreIdentify the fundamental characteristics of the Hospitality, Tourism and Event industries, their focus on customer service and satisfaction...2733 Words   |  11 PagesCOVER PAGE Name: Student Number: Subject: Introduction to Hospitality, Tourism and Events. Code: MGT102 Lecturer: Trish Powers Assignment Name: Research Report Due Date: 2012 Table of Contents 1. 1. Executive Summary The purpose of this report is to identify the fundamental characteristics of the Hospitality, Tourism and Event industries, their focus on customer service and satisfaction, how they converge and how they have relied upon each otherRead MoreHospitality Provision964 Words   |  4 PagesASSIGNMENT Introduction Hospitality provision is one of important services in travel and tourism. The hotel is a basis for short accommodation needs of travellers. Depending on the content and using that object classification stay in hotel, tourism, resort, etc. According to the level of amenities available, they are classified according to the number of stars from 1 to 5 stars. In recent year, the economics and society are developing. People are getting busier with their work and their life. TheyRead MoreNotes On The Hospitality Industry Essay1616 Words   |  7 Pages.101 Principles of hospitality management Lecturer:-Zaina Therasia Student name: - Mohammed Sakil Student ID:-20151471 Student name: - Amanpreet Singh Dhanoa Student ID:-2015475 TOPIC: - NOVOTEL Hotel Contents Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 1.1 outline of the report†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. Hospitality Industry†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦2 2.1 History †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Read MoreThe Interrelationship Between Core Sectors In The Hospitality1336 Words   |  6 PagesThe interrelationship between core sectors in the hospitality industry The hospitality industry is one of the most important service providers in the international tourism industry. It includes all the tourists and passengers who travel to other destinations. They are part of the overall experience and must meet the standards set by the customer and industry. Modern websites, such as travel consultants, also set standards based on people s assessments of their experiences. â€Å"TheseRead MoreA Brief Note On The Country Of Nepal Essay1494 Words   |  6 Pages Importance of Hospitality tourism in Nepal Nepal is a land locked country, share boarder with two big countries India at east, west and south and China at the north. Being in the middle of these countries Nepal is marvellous and beautiful country. Nepal is rich in natural beauty and the unique geographical position has made Nepal more attractive and lucrative. Besides being naturally beauty it is also home for different world heritage monuments. Nepal rank in the bucket list for travellersRead MoreGlobalization in the Hospitality Industry1167 Words   |  5 PagesTourism is an industry that gives people the opportunity to explore and discover different cultures and many different countries. People are able to view attractions, dabble in local cuisine and experience life in a different country. Tourism is an industry that is rapidly growing as more and more people are traveling abroad. People have a genuine interest in learning about new cultures and experiencing all that a country has to offer. More countries are moving clos er to globalization and this inRead MoreEssay on Similarities and Differences Between TH1700 Words   |  7 Pages1.1. Tourism: according to F.W. Ogilvie (1933), tourism can be defined as ‘persons who go to somewhere rather than home or workplace for a period of time and spend money in that place’. But this definition has its limitations as it is too broad and it does not have specific standards or criteria to define tourism. Many organizations have been tried to come up with an accurate definition of tourism, but till now they only commonly accepted some factors that help to define tourism. Tourism is anRead MoreThe Influence of a Hotel Quality of Service and Image and its Effect on Tourism Customer Loyalty1569 Words   |  7 PagesI. Statement of Problem Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent thatRead MoreThe Theory Of Unique Selling Elements, Restaurant And Hotel Owners784 Words   |  4 Pagesmarket drivers for which the standard of living of the customers are increasing day by day. The customers always want to get value out of the product. So the market leaders can show the path to the market leaders, which leads to overall economic development. It also encourages the investor to invest more they are ready to take the risks. Applications of relevant theories Various management theories can be applied in case of hospitality industry. In the theory of â€Å"unique selling elements†, restaurant

My values Free Essays

It has been reiterated from our class discussions that values are the things that really matter to us. (Lopper, 2006) And, as we further discussed this subject, we have discovered that it really has a big influence on our wants and needs. Our values guide us to make decision and even how to run our everyday lives. We will write a custom essay sample on My values or any similar topic only for you Order Now In assessing our wants and needs, we are unconsciously contributing betterment or demise to the world. So, it is important to channel in to our inner selves to know what really want and need so that in the end, we will find the things that we most cherish and cultivate it to add some goodness in the world. Our values can either be our belief, our principles and sometimes, even our family. Even voicing out your opinion is considered a value. Now, as I sit and write the values that I treasure most, I found out that aside from my family, I also deeply care about the environment and love. As clichà © as it may sound, we should take care of our environment because after all, we are all going to benefit from it and our future children as well. With the onset of technology and our desire to acquire what is the latest, it is heartbreaking to know that a lot of trees, tribes, etc. must be sacrificed just to have out wants. But, to compensate for our advancing technology, it is also glad to know that we are now beginning to take into considerations the environment—this can be best epitomized by the commercialization of the hybrid cars and the abundance of solar-generating houses in some parts of the world. Still, there are â€Å"quite† parts of the world wherein we continue to manipulate their resources so that we can have our personal satisfaction and gains. Now, from what I have learned from our discussions, all I can say is that, we should all make an effort, no matter how small it is, to make this world a little cleaner. For my part, I have started doing so through my small ways like throwing my trash in the trashcan (or if ever there is no trashcan, I make sure that I keep it in my pocket and dispose it in our house) and religiously segregating the biodegradables from the non-biodegradables. Also, I started to make a compost pit at our house so that I can grow organic vegetables in the future. Lastly, I tell smokers to quit the habit because it only adds up to air pollution. As for the other value that I treasure most, it is so overrated but if we analyze it thoroughly, it is surprising to know that we can only achieve the things that we want in this world (i.e. peace, justice, unity, etc.) if we love ourselves enough. I believe that if we love ourselves enough, it is the only time that we can share that love and consequently, build respect for others. And with respect, there comes understanding and then justice and peace. It is a very extraordinary concept but it just all boil into that. I also have to emphasize that this love that I deeply value is not filial in nature but for the greater good. And, as a first step in achieving this idealistic want (or need), I must admit that I do not have enough love with me to share with others but I am starting to gather love by knowing myself more and talking to my inner self more often and appreciating the value of everything that I see and treasure. The two values that I treasure most seem conventional but the way I see it, there is nothing too conventional if we want to have a better world. As said in our discussions, we should know our wants and needs because it leads to some make-or-brake decisions in our lives and in the course of the world as well. We all want and definitely need a better world and we can achieve this through the values that are instilled in us or our beliefs and principles that we genuinely cherish. After all, all our values should be for the improvement of ourselves and for others. And I believe that for us to have a better living environment, it must start from ourselves. In conclusion, for us to have a better world and a proper knowledge of ourselves, it is imperative to have a step-by-step procedure to achieve those desires and these can be done even in the most modest ways. And these steps will only begin from us if we only consider our wants and needs and integrate it to our values but we have to keep in mid that these values should be for the benefit of us. REFERENCES: Lopper, J. (2006). What are values? [Electronic Version]. Retrieved September 27, 2007 from http://personaldevelopment.suite101.com/article.cfm/what_are_values_.    How to cite My values, Essay examples

Management Problem Solving Case of Volkswagen

Question: Discuss about theManagement Problem Solvingfor Case of Volkswagen. Answer: Introduction: The report mainly depicts the overall problems, which was faced by Volkswagen in designing their Engine Management Software (EMS). In addition, the software that was developed for detecting the emission rate in cars was mainly rigged. Furthermore, the novice effectively reviews the overall problems, which mainly reduced the viability and brand image of the company. Moreover, the report with the help of chosen pathway is able to solve the problems faced by Volkswagen. Lastly, the novice effectively suggests the recommendation for Volkswagen, which could be used in near future for reducing any unethical process in the organisation. Review of the Problem: During 2009, the EA 189 engine was mainly designed by Volkswagen, which had fault in their emission system. In addition, the engine management software that is been used by the company was mainly rigged to provide the reduced emission rate (volkswagenag.com, 2016). Furthermore, the software used for detecting the overall emission rate of the car was been manipulated, which mainly depicts wrong emission rate of the engines. In addition, the main aim of the company was to cheat the overall Environmental Protection Agency (EPA) of US and to allow EA 189 engine diesel cars. In this regard, Balbi (2015) stated that Volkswagen with the help of deceiving technology are able to manipulate the engine reading. In addition, Volkswagen by using the overall defaulting software in their diesel cars was able to create a buzz for its products. In addition, the company depicted the low emission rate of their cars in their marketing strategy, which in turn helped in boosting the overall sales. The software was mainly designed by the company to depict the adequate emission rate, which was allowed by the US authorities by using the safety mode. However, after the schedule testing time the safety mode of the cars was changed, which mainly emitted nitrogen oxide pollutants up to 40 times (volkswagenag.com, 2016). Zhou (2016) mentioned that around 90% of the overall diesel cars produced by Volkswagen mainly generated high emission, which was not allowed in US. Figure 1: Showing the drop in net income faced by Volkswagen (Source: volkswagenag.com, 2016) Figure 1 mainly depicts the overall fall in net income, which incurred due to expenses occurred from taking back the faulty tasks. In addition, around 6.2 billion in loss was mainly incurred in 2015 due to the extra expenses incurred by Volkswagens in calling back the 35,000 cars (volkswagenag.com, 2016). Furthermore, Volkswagen has also agreed for the unethical practises conducted by the organisation for promoting the low emission diesel car, which was mainly depicted as emissiongate or diselgate scandal. Krall Peng (2015) mentioned that due to emission scandal the overall image and share price of Volkswagen was negatively impacted. On the contrary, Apte (2016) criticises that carbon emission manipulation was mainly conducted to reduce the RD expenditure of Volkswagen. Moreover, due to the scandal overall Volkswagens creditability among potential investors and customers had been drastically declined. In addition, the emissiongate scandal was the major turning point for companys rev enue and profitability (volkswagenag.com, 2016). Analysis of the Problem: The overall pathway of the analysis is mainly conducted from the theoretical lenses of CSR / Ethics. In addition, the scandal of Volkswagen has mainly depicted the overall violation of ethical and CSR activities. Furthermore, the unethical measures used by engineers in designing the emission software mainly portrayed the overall lack of CSR activities. Hoi, Wu Zhang (2013) stated that CSR activities are mainly used for reducing the unethical measures conducted by companies for boosting their profitability. However, Lee, Park Lee (2013) criticises that companies to increases their overall profitability reduce the overall impact of their CSR activity. The first problem was mainly detected on the software developed by engineers of Volkswagen in 2009 (volkswagenag.com, 2016). In addition, the software that was designed by the engineers was mainly manipulated and depicted the unethical measures. Furthermore, the EMS software also manipulated the emission section, which depicted low pollution rate of Volkswagen diesel cars. This manipulation of emission software mainly depicted the low CSR practised by the company, which in turn reduced its overall ethical practise (Yoo Chon, 2013). In addition, the root cause of the unethical behaviour from Volkswagen was due to low independent management control conducted in its operations. In addition, the overall problems that was mainly faced by Volkswagen depicted the low control or the motivation provided by top-level management for conducting unethical practises in the organisation. Furthermore, the resignation of Martin Winterkorn mainly stated the CEO took the whole responsibility of not following the depicted CSR rules. Lee, Cho, Arthurs Lee (2015) mentioned that the scope of the Volkswagen scandal mainly depicts the motivations that might have been provided by the CEO for manipulating their emission software. However, Kim, Kang Mattila (2012) argued that due to the reduced mileage provided by the diesel engine the fraud conducted by the company escalated, which in turn affected both creditability and image of the company. With the help of the following depicted actions, the overall CSR activities of the company can be effectively maintained. Ethical CSR: The ethical CSR mainly depicts the legal requirements, which could be followed by Volkswagen in their operations. In addition, the ethical CSR is blend of legal and ethical requirements, which are needed from the car manufacturers in US and European countries (volkswagenag.com, 2016). Esen (2013) cited that increasing ethics and CSR activities in an organizations mainly helps in gathering increased trust from both investors and customers of the company. In addition, Volkswagen could effectively increase the impact of CSR activities by effectively monitoring activities of their staff. On the contrary, Govindarajan Amilan (2013) argued that CSR activities only reduce their impact if the company mainly aims in making high-end profits from their activities. Continuous Monitoring by Independent Directors: The mainly problems of Volkswagen mainly came from less monitoring conducted by independent directors. In addition, if the monitoring process of the independent directors was effectively conducted then operations of the company might be conducted ethically in fear from loss of reputation. Thus, the independent directors of Volkswagen can effectively evaluate the overall operations, particularly the manufacturing and financial report process (volkswagenag.com, 2016). In this regard, Wirl, Feichtinger Kort (2013) mentioned that monitoring process is mainly helpful in reducing the unethical practices, which might be conducted in an organisation to support their CSR activities. On the other hand, Park, Kim, Oh Chung (2016) criticises that increased implementation of CSR activities might hinder manufacturing companys ability to maintain the required level of profitability. Strengthening the Ethical Use of Technology: In addition, Volkswagen was able to use the unethical approach in their car manufacturing because of manipulated technology. Thus, strengthening the overall ethical use of technology might mainly help in reducing the unethical measures, which was previously conducted in Volkswagen. In this context, Krall Peng (2015) cited that the implementation of advanced technology might mainly help in improving the monitoring process, which in turn could reduce the overall unethical measures conducted in the business. Furthermore, Volkswagen could effectively use advanced technology for reducing the pollution conducted by the manufactured cars. On the contrary, Hoi, Wu Zhang (2013) argued that implementation of high-end technology in the manufacturing process mainly increase the overall expenditure of the company. Recommendations for Volkswagen and your Conclusions: The overall study mainly helps in evaluating the Volkswagen scandal that reduced viability and authenticity of the company. In addition, the report effectively analyses the overall scandal and depicts the relative actions that is been taken by Volkswagen. Moreover, the novice effectively depicts and evaluates the scandal based on relative theoretical pathway. In addition, the report uses ethical and CSR theoretical pathways to understand the scandal, which desecrated the image of Volkswagen in US and Europe. Furthermore, the relative measures are also depicted by the novice, which could be used by Volkswagen for strengthening its CSR activities. The main recommendations that might be helpful for Volkswagen are depicted as follows. Volkswagen could implement high-end monitoring process for increasing the impact of its CSR activities. In addition, the focus of the company is to ensure non-repetition of the unethical measures that was conducted in Volkswagen. Moreover, Volkswagen directors could also use continuous survey for ensuring the ethical practises conducted in the overall business operations. In addition, the strengthening of CSR activities in Volkswagen could also help the directors and management to endure the ethical practises conducted in research and development section. Moreover, Volkswagen could also provide relative training to its employees regarding the CSR activities and its use for increasing the trust of its employees. In addition, with the help of recommended actions Volkswagen could effectively improve their current CSR activities and conduct its activities ethically. Moreover, the recommendation could effectively help in developing the ethical practices among management and engineers of Volkswagen. Furthermore, implementation of effective CSR activities might help Volkswagen in reducing the augmentation of any future scandal conducted in their products. Reference: Apte, S. (2016). Can analytical testing of excipients be volkswagenized?.Journal of Excipients and Food Chemicals,7(2). Balbi, A. (2015). Update: Volkswagen scandal: one of the world's largest automakers has admitted to unethical decision making and is working on clarifying the" inconsistencies.".Strategic Finance,97(6), 9-10. Blackwelder, B., Coleman, K., Colunga-Santoyo, S., Harrison, J. S., Wozniak, D. (2016). The Volkswagen Scandal. Esen, E. (2013). The influence of corporate social responsibility (CSR) activities on building corporate reputation.International Business, Sustainability and Corporate Social Responsibility (Advances in Sustainability and Environmental Justice), Emerald Group Publishing Limited, 133-150. Govindarajan, V. L., Amilan, S. (2013). An influence of CSR initiatives with financial performance: Evidence from petrogas products industry in India.ACADEMICIA: An International Multidisciplinary Research Journal,3(8), 1-27. Hoi, C. K., Wu, Q., Zhang, H. (2013). Is corporate social responsibility (CSR) associated with tax avoidance? Evidence from irresponsible CSR activities.The Accounting Review,88(6), 2025-2059. Kim, E. E. K., Kang, J., Mattila, A. S. (2012). The impact of prevention versus promotion hope on CSR activities.International Journal of Hospitality Management,31(1), 43-51. Krall, J. R., Peng, R. D. (2015). The Volkswagen scandal: Deception, driving and deaths.Significance,12(6), 12-15. Lee, E. M., Park, S. Y., Lee, H. J. (2013). Employee perception of CSR activities: Its antecedents and consequences.Journal of business research,66(10), 1716-1724. Lee, G., Cho, S. Y., Arthurs, J. D., Lee, E. K. (2015, January). Keeping up the Fame: Celebrity CEOs' Engagement in Earnings Management and CSR activities. InAcademy of Management Proceedings(Vol. 2015, No. 1, p. 14117). Academy of Management. Park, G., Kim, W., Oh, J., Chung, K. (2016). Study on the Structural Relationship among CSR Motivations, CSR Activities, Trust and Loyalty: Focused on Korea Retailing Sector.International Journal of u-and e-Service, Science and Technology,9(5), 169-180. volkswagenag.com. (2016).Sustainabilityreport2014.volkswagenag.com. Retrieved 13 October 2016, from https://sustainabilityreport2014.volkswagen Wirl, F., Feichtinger, G., Kort, P. M. (2013). Individual firm and market dynamics of CSR activities.Journal of Economic Behavior Organization,86, 169-182. Yoo, J. M., Chon, M. L. (2013). The Effects of CSR Activities on Firms' Financial Performance: Investigating in terms of CSR Development Stages.Journal of Convergence Information Technology,8(12), 414. Zhou, A. (2016). Analysis of the Volkswagen Scandal Possible Solutions for Recovery.