Tesco Corporate Governance Case Study Example | Topics and Well Written Essays - 1500 words

Tesco Corporate Governance - Case Study Example A quarter of Superstores have received the customer-focused improvements in key areas including car parking, trolleys, signage, counters and availability. Express offers customers the chance to stock up on shopping at their convenience at a diverse range of locations, from inner city stores such as Maida Vale, London, to villages like Yateley in Hampshire. Although on a smaller scale than larger supermarkets, it will provide a broad but carefully selected range of essential everyday products. In the stores that convert to Express, customers will benefit from lower prices, improved service, better fresh food ranges and store environment, as well as better availability, quality and choice. This will also allow Tesco to accelerate their growth in the 20bn convenience market while continuing to run the remainder as OneStop Shops. However, the profitability and growth always goes with the development of the human resource personnel. The human capital after all, continues to be the single most important capital in businesses. Thus, recognizing that they are an essential element to the success and future of providing quality differentiated services at affordable prices, Tesco had also a set of principles that promotes the growth and convenience of its employees. The Tesco Values are a set of principles that describe two work ethics such as: 'Treat people how we like to be treated' and 'No-one tries harder for customers'. Also, employee benefits such as childcare voucher scheme and Shares in Success, where staff with more than a year's service will be eligible for free shares has been devised. Customer Value is what Child (2004) would define as "the difference between the values the customer gains from owning and using a product and the costs of obtaining a product" (pp. 9). Customers usually weigh values and use the product with the best perceived value among the rest and also the product and service that will deliver them the best value. It is what makes a product and service important to them and what will eventually convince them to go ahead and avail of the service or purchase the product. It is thus the responsibility of these firms and organization to be the firm that consumers or customers believe to offer the greatest and highest customer perceived and delivered value. If firms' total customer values are perceived and delivered the best from the combination of "product, sources, personnel and image", more customers will decide to opt for them (pp. 669). Companies now face the challenge of making its target consumers respond accordingly to their marketing efforts. Those who understand its consumers' responses will have a great competitive advantage. The starting point towards this is through the stimulus-response model of buyer behaviour which involves examining the marketing and other stimuli in the consumer's black box that translates into buyer responses (Child, 2004). Marketing stimuli often consist of the four Ps of marketing: product, price, place and promotion while the other stimuli may include economic, technological, political and cultural factors which exist in the marketing environment. Child (2004) explains that the practical application of learning to most companies is that they can build a demand for a product through association with strong drives, motivation cues and positive reinforcement. Lastly, beliefs and attitudes are

Neutropenia in the chemotherapy patient Annotated Bibliography

Neutropenia in the chemotherapy patient - Annotated Bibliography Example This article was concerned with providing information about the consequences and prevention of chemotherapy-induced neutropenia. It also identified who may be at risk from febrile neutropenia regardless of the status of their chemotherapy treatment. This aritcle was useful and relevant to the paper because it provided a lot of information and statistics about the prevalence of neutropenia in these patients as well as the usual methods of treatment. This was published in a journal that was peer-reviewed and found on a reliable database and so the information found here can be said to be reliable. Lyman, G. (2011). A comparison of international guidelines for the prevention of chemotherapy-induced neutropenia. Current Opinion in Haemotology, 18(1), 1-10. Retrieved May 15, 2011, from the Science Direct database. This article studied the differences between international guidelines for the prevention of neutropenia in chemotherapy patients. From this, there were many conclusions made about which were the most effective guidelines. This was useful to the paper because it provided information on how to prevent neutropenia in these patients and the various different treatments available. The article was published in a peer-reviewed journal and was found on Science Direct, a renowned database, so reliability is high. The information in this article centers around neutropenia in general and how this leads to a higher prevalence of bacterial infections. It also gives information on how this may be dangerous to patients. This was relevant in the writing of this paper because it gave more information about how neutropenia can lead to disease and thus why it is such an important problem. It did not give information specific to chemotherapy patients, and thus the information must be used carefully when generalizing. The information was found in a peer-reviewed journal on a reliable database and is thus reliable. Rolsten, K. (2005). Challenges in the

The Role of Research Methods in Education Essay

The Role of Research Methods in Education - Essay Example Many different approaches have been developed for researchers internationally supporting their work in all its aspects especially regarding the gathering of data/ info that is necessary for the development of various scientific projects. It should be noticed that scientific projects are not necessarily practical, i.e. they do not refer only to mathematical figures (statistics etc.); they can also be theoretical, i.e. referring to the structure and the effectiveness of a specific theoretical model (e.g. Porter’s five forces - in the business sector). In the case of education both the above forms of research, i.e. the practical and the theoretical one are likely to be used by all participants in the educational environment (educators, school administrators, students) when having to conduct research on a specific issue which is included in the curriculum. The value of research in education cannot be doubted; various views have been stated regarding the role of research in various educational areas. We could refer indicatively to the study of Randall et al. (1999) who noticed that ‘research in education is a value-free, unbiased, neutral, social scientific pursuit of truth, using the best methods, and models available—or so we were told when we were learning the craft’ (Randall et al., 1999, 7). In other words, research in education cannot be stable; it should be rather active and dynamic being changed continuously in accordance with the needs of the students, the characteristics of the educational environment and the ability of a specific educational organization to respond to the needs and the demands of a particular research project. It should also be noticed that research in education does not have a specific form; it can have either qualitative or quantitative characteristics or even both of them (after appropr iate transformation of the relevant research framework).  

The Electoral Landscape Essay Example | Topics and Well Written Essays - 250 words

The Electoral Landscape - Essay Example While it is nothing new for voters to want for a change in political leadership, the 2008 presidential election represented an important change in American politics. Barack Obama broke a major racial barrier for African-Americans by becoming the first black American president. Race is likely to be a much less important issue in the future than it has been in the past because Obama has proven that race is no longer an absolute barrier to electability. Obama was able to overcome racial prejudice and the disadvantages of being a little known senator by taking advantage of the growing influence of the Internet and social media. The 2008 election was the first presidential election in which communication through the Internet played a major role (NPR). Lastly, between 2004 and 2008 the economy became the dominant election issue over issues of national security and terrorism. While the Republican Party is generally seen as stronger on economic issues, the economic collapse in 2008 was blame d on the economic policies of Bush by a wide margin (Hagerty 1), and the War on Terror fell out of favor. Works Cited Hagerty, Barbara. â€Å"Exit polls link Obama victory to economic fears.† 4 Nov. 2008.

Molly Spotted Elk Research Paper Example | Topics and Well Written Essays - 1000 words

Molly Spotted Elk - Research Paper Example It is therefore believed that Molly Spotted Elk’s life was â€Å"a trail of tears† or a life of sadness and pain. Childhood Molly Spotted Elk was always believed as a â€Å"remarkable person in any light†3 just like what a former director of the Penobscot Nation Museum thought of her. Moreover, the same director thought of her life as â€Å"one of the most amazing unknown lives of any modern American woman,†4 despite the fact that she must have lived a sad life made up of several challenges. The struggle of Molly Spotted Elk must have begun early in childhood. Molly was born on Indian Island, Maine on November 17, 1903 as Mary Alice. Her mother, Philomena Solis Nelson, was a Maliseet Indian and one of the most prominent basket makers of her day. On the other hand, her father, Horace Nelson, was then a future governor of the Penobscot Nation, and was the first member of that Indian nation to go to Dartmouth College. Moreover, Molly’s grandfather had once been a chief of the Maliseet tribe in Canada5. As a child, Molly was different from her seven younger brothers and sisters for she took a great interest in learning traditional dances when she was only 13 years old. She did this in order to financially support her family6. It could have therefore been that at this time, Molly must suffered greatly from having to work for her family at such a young age. Moreover, Molly’s suffering was also evident when she scrubbed floors at night in order to be able to study anthropology during the day. She did this after entering the University of Pennsylvania without having enough money to pay for her tuition7. Moreover, she struggled to make both ends meet for her and for her family as well because she even had to send money to her family from her scrubbing work aside from having to pay for her tuition fee. In fact, â€Å"[Molly] was hungry and she needed to [perform to survive]†8 just like all Penobscot people, who themselves had to work hard and struggle. This must have been difficult for Molly herself considering the fact that she was not only a working student but also that she was a Native American Indian. Career as a Dancer When Molly was a dancer for the vaudeville troupe of the famous rodeo named Tex, she was a dancing sensation everywhere she went. However, although she was, as her family remembered, â€Å"a happy and completely free spirit†9, Molly danced even â€Å"topless†10. This must have been exciting even for her but it does not change the fact that a woman who dances topless does not care much about her image and reputation. Molly must have therefore suffered much at this point in her life. Career as an Actress In 1928, Molly Spotted Elk’s friendship with a Hollywood producer made her star in â€Å"The Silent Enemy,† one of Paramount Pictures’ last silent movies. Molly played the role of Neewa, the daughter of the tribal chief. In the movie, she was amon g the Ojibwa Indians who struggled against hunger, which was the silent enemy of the Indian people before the coming of the white man. The problem was that Molly had to endure the harshness and cold of the Canadian weather in the process. To make matters worse, the movie was not a success at all11. Life in Europe After the failure of â€Å"The Silent Enemy,† Molly went to Europe briefly to dance in front of the Old World Royalty, which included

The Electoral Landscape Essay Example | Topics and Well Written Essays - 250 words

The Electoral Landscape - Essay Example While it is nothing new for voters to want for a change in political leadership, the 2008 presidential election represented an important change in American politics. Barack Obama broke a major racial barrier for African-Americans by becoming the first black American president. Race is likely to be a much less important issue in the future than it has been in the past because Obama has proven that race is no longer an absolute barrier to electability. Obama was able to overcome racial prejudice and the disadvantages of being a little known senator by taking advantage of the growing influence of the Internet and social media. The 2008 election was the first presidential election in which communication through the Internet played a major role (NPR). Lastly, between 2004 and 2008 the economy became the dominant election issue over issues of national security and terrorism. While the Republican Party is generally seen as stronger on economic issues, the economic collapse in 2008 was blame d on the economic policies of Bush by a wide margin (Hagerty 1), and the War on Terror fell out of favor. Works Cited Hagerty, Barbara. â€Å"Exit polls link Obama victory to economic fears.† 4 Nov. 2008.

Tourism Management Essay Example for Free

Tourism Management Essay An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers Raymond K.S. Chu, Tat Choi*  Department of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong Special Administrative Region, Peoples Republic of China Received 16 December 1998; accepted 3 February 1999 Abstract Using an Importance}Performance Analysis (IPA), this paper examined business and leisure travellers perceived importance and performance of six hotel selection factors in the Hong Kong hotel industry. The six hotel selection factors identied were: Service Quality, Business Facilities, Value, Room and Front Desk, Food and Recreation, and Security. Both business and leisure travellers held the same perceptions towards all the six hotel selection factors. The IPA grids illustrated that the Value factor fell into the Concentrate Here quadrant; Service Quality, Room and Front Desk and Security in the Keep Up the Good Work quadrant; and Business Facilities and Food and Recreation in the Low Priority quadrant. Room and Front Desk and Security were found to be the determining factors for business and leisure travellers, respectively, in their hotel choice selection. Implications for Hong Kong hoteliers and researchers were discussed. 2000 Elsevier Science Ltd. All rights reserved. Keywords: Importance}Performance Analysis; Hotel selection factors; Business and leisure travellers 1. Introduction 1.1. The Hong Kong hotel and tourism industry Hong Kong has long been Asias most popular tourist destination. The total visitor arrivals for 1996 reached a record of 11.7 million, representing a remarkable 14.7 per cent growth over 1995, with HK$84.5 billion (US$10.8 billion) #owing into the Special Administrative Regions economy in foreign exchange earnings. The 14.7 per cent growth rate in 1996 out-performed the world average of 4.5 per cent, as well as the average growth rates for East Asia/Pacic and South Asia, with 7.9 per cent and 4.0 per cent respectively (WTO, 1997). In addition, approximately 8 per cent of Hong Kongs Gross  Domestic Product (GDP) is attributable to tourism (HKTA, 1998). However, since the beginning of 1997, Hong Kongs inbound tourism industry has experienced  an unprecedented decline. As illustrated in Table 1, the Hong Kong Tourist Association (HKTA) revealed that the numbers of visitors declined from 11.7 million in 1996 to 10.4 million in 1997, representing a 12 per cent fall (HKTA, 1998). The fall in visitor arrivals has been aggravated by the regional currency turmoil, which has made Hong Kong an expensive destination to travel in comparison with other Southeast Asian regions (Poole, 1997). The depreciation of the Thai baht, the Indonesian rupiah, the Malaysian ringgit, and the Philippine peso has inevitably attracted international travellers who prefer to seek bargain visits to these cheaper destinations. Hong Kong is now considered less vacation-friendly than previously as high in#ation has driven up prices. In 1989, 60 per cent of travellers rated shopping in Hong Kong as above average in value for money, but in 1993 the number fell below 45 per cent (HKTA, 1998). In the early 1990s, Hong Kong su!ered from a relatively high in#ation rate of about 10 per cent per annum as a result of an increase in labour and land costs. This paper attempts to identify both the importance and performance of hotel selection factors in the Hong Kong hotel industry using the Importance}Performance Analysis (IPA) model. More specically, the paper intends to compare perceptions of business and leisure travellers, in terms of importance and performance of hotel selection factors. By identifying the needs, desires and expectations of di!erent segments, hoteliers will be in a better position to develop tailor-made marketing strategies to cater for their target customers and to achieve competitive advantages. Source: Adapted from A Statistical Review of Tourism, Hong Kong Tourist Association (1998). 2. Literature review cent per annum in recent years (Hueng, 1997). The rising cost of accommodation in Hong Kong and the dwindling number of shopping bargains are continuously a!ecting the Hong Kong tourism industry (Brevetti, 1995). Such price in#ation threatens Hong Kongs reputation as a Shopping Paradise. Looking at the visitor prole, in particular at a comparison of business and leisure travellers, there appears to have not much signicant change between the two groups. The leisure segment has constituted almost 60 per cent of total visitor arrivals to Hong Kong over the past ten years, while the business segment contributed up to 30 per cent of total visitor arrivals over the same period (see Table 1). Regarding the hotel industry in Hong Kong, room rates have long been considered as the prime factor that adds to the cost of a trip, contributing to tourism downturn (Beck, 1997; Schloss, 1997). Schloss (1997) reported that Hong Kong hotels are more expensive to stay in than in Tok yo hotels, even when they o!er discounts. Beck (1997) mentioned that Hong Kong hotels are too expensive and that the  high cost is the single factor that continues to a!ect tourism in Hong Kong seriously. Research studies have shown that satisfaction with hotel properties, including services, facilities and price, appears to be one of the major factors leading to the success and repeat patronage of the destination (Shih, 1986; Stevens, 1992). To be successful in business, one must understand how customers perceive the product or service attributes, their importance and performance when compared with other competitors. The importance of being competitive and o!ering competitive advantage has been recognised for some years. In the hotel environment, where competition dominates, hoteliers must study the strengths and weaknesses of the product or service they provide and accurately dene their importance and performance. To maintain Hong Kongs present status as one of the worlds most attractive tourist destinations, hoteliers 2.1. Importance}Performance Analysis Importance}Performance Analysis (IPA) conceptually underlies the multi-attribute models that date back to the late 1970s. Martilla and James (1977) applied the IPA technique to analyse the performance of the automobile industry. Hawes, Kiser and Rao (1982) and Hawes and Rao (1985) used the IPA concept in retirement communities and health care applications. Sethna (1982) found the IPA technique to be a valid and powerful technique for identifying service quality areas that require remedial strategic actions. The underlying assumption of the IPA technique is that customers level of satisfaction with the attributes is mainly derived from their expectations and judgment of the products or services performance. IPA has become a popular managerial tool that has been broadly used to identify the strengths and weaknesses of brands, products, services and retail establishments in various industries in recent years (Chapman, 1993; Cheron, McTavish Perrien, 1989). Hemmasi, Strong and Taylor (1994) measured the service quality of hospital services using IPA as an alternative to the traditional SERVQUAL instrument devised by Parasuraman, Zeithaml and Berry (1988). While Evans and Chon (1989) used the IPA to formulate and evaluate tourism policy, Keyt, Yavas and Riecken (1994) and Hsu, Byun and Yang (1997) adopted the IPA technique in restaurant positioning. Lewis (1985) used the IPA as a competitive analysis technique to identify tourists perceptions of the hotel industry. Lewis and Chambers (1989) reported the e!ective use of IPA by the Sheraton Hotel in monitoring customer satisfaction. Almanza, Ja!e  and Lin (1994) used the IPA matrix to determine means for improving customer satisfaction. Martin (1995) examined service providers perceptions of customers expectations of quality service in the hotel industry using the IPA technique. In an increasingly competitive environment, a determination of the strengths and weaknesses of a  have high levels of performance in relation to these activities. In the Low Priority quadrant, attributes have low importance and low performance. Although performance levels may be low in this cell, managers should not be overly concerned since the attributes in this cell are not perceived to be very important. Limited resources should be expended on this low priority cell. Lastly, the Possible Overkill q uadrant contains attributes of low importance, but of relatively high performance. Respondents are satised with the performance of the organisations, but managers should consider present e!orts on the attributes of this cell as being overutilised (Evans and Chon, 1989; Hemmasi, Strong Taylor, 1994; Keyt et al., 1994; Martilla James, 1977; Martin, 1995). Fig. 1. Importance}Performance Analysis grid. Quadrant I Attributes are perceived to be very important to respondents, but performance levels are fairly low. This sends a direct message that improvement e!orts should concentrate here. Quadrant II Attributes are perceived to be very important to respondents, and at the same time, the organisation seems to have high levels of performance on these activities. The message here is To Keep up the Good Work. Quadrant III Attributes are with low importance and low performance. Although performance levels may be low in this cell, managers should not be overly concerned since the attribute in this cell is not perceived to be very important. Limited resources should be expended on this low priority cell. Quadrant IV This cell contains attributes of low importance, but relatively high performance. Respondents are satised with the performance of the organisations, but managers should consider present e!orts on the attributes of this cell as being overutilised. 2.2. Perceived importance and performance of attributes Attribute importance is generally regarded as a persons general assessment of the signicance of an attribute for a product. Many studies have attempted to analyse customer satisfaction in terms of both expectations that relate to certain important attributes and judgments of the attribute performance (Myers Alpers, 1968; Swan Coombs, 1976). However, there appears to have been diverse conclusions made about how one should relate attribute importance and performance. The concept of importance is viewed by customers the same as satisfaction (Barsky, 1992; Rosenberg, 1956). When a customer perceives an attribute as important, the customer will believe that the attribute will play a signicant role in in#uencing his or her product choice (MacKenzie, 1986). More recently, the term importance has been used to refer to the perceived importance of an attribute and its e!ect on product or service quality (Carman, 1990). Lilien, Kotler and Moorthy (1993) dened the term important attributes as those considered important by consumers, and that the various brands or products are perceived to di!er. Hemmasi et al. (1994), however, stated that performance lies in customer perceptions of performance of the attribute. Thus, the more favourable the perception of performance, the greater the likelihood of the choice from among similar alternatives. Therefore, it is strategically important for hoteliers to understand and to identify the product (or service) attributes perceived by customers as important, and to examine how customers perceive these product (or service) attributes. It is also very likely that a customers favourable post-purchase experience may lead him or her to repurchase if the customer is satised with the hotel performance. 2.3. Hotel attributes in hotel choice selection Those attributes directly in#uencing choice are determinant attributes: they may arouse consumers purchase intentions and di!erentiate from competitors o!erings  products or services importance and performance seems an undeniable constituent of success. The interpretation of the IPA is graphically presented on a grid divided into four quadrants. Fig. 1 illustrates the IPA  grid. The -axis reports the customers perceived importance of selected attributes, and the X-axis shows the products (or services) performance in relation to these attributes. The four identiable quadrants are: Concentrate Here, Keep Up the Good Work, Low Priority and Possible Overkill. In the Concentrate Here quadrant, attributes are perceived to be very important to respondents, but performance levels are seen as fairly low. This sends a direct message that improvement e!orts should concentrate here. In the Keep Up the Good Work quadrant, attributes are perceived to be very important to respondents, and at the same time, the organisation seems to  (Alpert, 1971). The services and facilities o!ered by a hotel, or hotel attributes, are those features of products or services that lead consumers to choose one product over others (Lewis, 1983). Wuest, Tas and Emenheiser (1996) dened perceptions of hotel attributes as the degree to which travellers nd various services and facilities important to customers satisfaction. Atkinson (1988) found that cleanliness of the accommodation, followed by safety and security, accommodation value for money, courtesy and helpfulness of sta! were identied as top attributes for travellers in hotel choice selection. Wilensky and Buttle (1988) mentioned that personal service, physical attractiveness, opportunities for relaxation, standard of services, appealing image, and value for money were signicantly evaluated by travellers. Rivers, Toh and Alaoui (1991) examined the hotel selection decisions of members and non-members of frequent guest programs. Their results showed that convenience of location and overall service received the highest ratings. Ananth, DeMicco, Moreo and Howey (1992) surveyed 510 travellers, asking them to rate the importance of 57 hotel attributes in hotel choice decision. The results showed that price and quality was rated as the most important attribute across all age categories, followed by attributes related to security and convenience of location. LeBlanc and Nguyen (1996), in particular, examined the ve hotel factors that may signal a hotels image to travellers. These ve factors were: physical environment,  corporate identity, service personnel, quality of services and accessibility. They suggested that marketing e!orts should be directed to highlight the environmental cues in order to attract new customers. An extensive review of the literature for the hospitality industry suggests that attributes such as cleanliness, location, room rate, security, service quality, and the reputation of the hotel have been considered by most tourists in hotel choice decision (Ananth, DeMicco, Moreo Howey, 1992; Atkinson, 1988; Barsky Labagh, 1992; Cadotte Turgeon, 1988; Knutson, 1988; LeBlanc Nguyen, 1996; Lewis, 1984,1985; Marshall, 1993; McCleary, Weaver Hutchinson, 1993; Rivers, Toh Alaoui, 1991; Wilensky Buttle, 1988). 2.4. Hotel attributes as perceived by business and leisure travellers Many studies have looked into a comparison between business and leisure travellers in their hotel selection criteria. These studies indicated that the important attributes a!ecting business travellers hotel choices were cleanliness and location (Lewis Chambers, 1989; McCleary et al., 1993; Taninecz, 1990), whereas security, personal interactions, and room rates were considered as important by their leisure counterparts (Clow, Garretson Kurtz, 1994; Lewis, 1985; Marshall, 1993; Parasuraman et al., 1988). Taninecz (1990) found that cleanliness,  comfort of mattresses and pillows, and quality of towels received the highest ratings from business travellers. Lewis and Chambers (1989) and McCleary et al. (1993) also found that location was the most important factor in#uencing hotel selection by all business travellers. However, they argued that a hotels catering facilities were not important in hotel selection, as th ere are often many alternative dining choices nearby. Leisure travellers seem to be more concerned with room rates and value in their initial hotel selection (Lewis, 1985). Parasuraman et al. (1988) found that the quality of personal interactions with employees was a critical component of the service quality evaluation. Employees service quality has been cited as important to leisure travellers when selecting overnight accommodation (Parasuraman et al., 1988). Knutson (1988) mentioned that leisure travellers were mainly concerned with a hotels safety and security. This concern might stem from the idea that leisure trips often involve families, and these travellers have a high sensitivity to what may occur around them when their families  are involved. Marshall (1993) and Clow et al. (1994) revealed that security was cited as one of the most important criteria in selecting a hotel. Tourists want to be safe and secure in their accommodation, and are willing to pay for this. The safety and security system may di!erentiate one property from its competition, hence becoming a competitive strategy that helps a hotel to gain tourists condence and trust. Ananth et al. (1992) found that leisure travellers were likely to express concern with regard to a hotels reputation and name familiarity. Other studies have suggested that some hotel attributes are seen as important by both business and leisure travellers. Knutson (1988) examined the di!erences between business and leisure travellers in an attempt to determine the attributes that initially attract these two types of travellers to a hotel, and that bring them back. Her ndings suggested that the following factors were considered by both business and leisure travellers when selecting a hotel for the rst time or for repeat patronage: (1) clean, comfortable, well-maintained rooms, (2) convenient location, (3) prompt and courteous service, (4) safe and secure environment, and (5) friendly and courteous employees. Lewis (1984,1985) tested 66 hotel attributes to determine the basis of hotel selection by 1314 business and leisure travellers in six hotels. The ndings showed that location and price were the determinant attributes for hotel selection for both business and leisure travellers. Cadotte and Turgeon (1988) examined data from members of the AH MA (American Hotel Motel Association) on the relative frequency of 26 categories of compliments. Survey results found that the ve most frequent compliments were: (1) helpful attitude of employees, (2) cleanliness of establishment, (3) neatness of establishment, (4) quality of service, and (5) employee knowledge of service.