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Industrial relations paper

Industrial relations and employee voice and participation Question 1 Industrial relations is an interdisciplinary field of applied study that deals with the processes and outcomes concerned with employment relationships. In the United states of America, industrial relations is used to refer to the employment relationships involving collective representation of employees through labour unions and employee associations which takes into account all the aspects of people at work. Industrial relations encompass the relationship between management and workers union representatives and officials involving collective agreements, collective bargaining and dispute resolution. (Armstrong 2012). The popularization of the term industrial relations was attributed Continue reading...

Introduction

Services marketing require addressing various issues that defines them. Such aspects range from the encounters, personnel involved and the environment to design, among others. In that respect, enhancing customer experience entails addressing the issues in line with their expectations. In that view, the case demonstrates the service marketing theories application. To achieve the objective, the analysis uses a case of a patient's experience in a hospital. (Gabbott & Hogg, 1994)

Using relevant services marketing theory to analyse and evaluate the service encounter experienced by the Hoffman family, from their first interaction with the hospital to their departure nine weeks later.

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