Due to the fast growing competition, only those companies which adopt higher ethical
standards and which try o meet even the smallest customer’s needs, will be able to stay in
the race. Although the majority of tourism companies tend to provide flawless services, it is
impossible to totally eliminate the possibility of making mistakes, because there are numerous
factors which influence their occurrences. The way in which the efforts are made to prevent
errors and to smooth out their consequences, distinguishes successful companies from
the unsuccessful ones. These efforts can be considered crucial in business conduct and they
can be seen as a tendency to satisfy the customers’ needs and to maintain their loyalty, as
well as to maintain the company’s good reputation.
The very fact that one is brought up properly does not provide enough arguments for the fight
against countless challenges. Even the best workers can easily succumb to the negative influence
of the competition, their colleagues, family problems, etc. They become fed up with their job, and
over the years their personalities change. When we analyze the person in this context, we should
take into consideration one’s ability to control himself, and to react in the appropriate way in the
critical situations, one’s manageability, religion, age, working experience and nationality. The
general manager should be the moral leader and a model to his/her subordinates. He should control
their ethical behaviour as well as the company’s business decisions. By imitating the behaviour
of persons who have important roles in our lives, we learn how to be responsible. The importance
of the general manager’s role to his employees is doubtless, and consequently, the general
manager’s ethical attitude directly influences their own ethical behaviour.
Unfortunately, there are no official ethical codes of conduct for tourism organizations
in Serbia, and those that have it, do not apply it to the necessary extent
Due to the fast growing competition, only those companies which adopt higher ethicalstandards and which try o meet even the smallest customer’s needs, will be able to stay inthe race. Although the majority of tourism companies tend to provide flawless services, it isimpossible to totally eliminate the possibility of making mistakes, because there are numerousfactors which influence their occurrences. The way in which the efforts are made to preventerrors and to smooth out their consequences, distinguishes successful companies fromthe unsuccessful ones. These efforts can be considered crucial in business conduct and theycan be seen as a tendency to satisfy the customers’ needs and to maintain their loyalty, aswell as to maintain the company’s good reputation.The very fact that one is brought up properly does not provide enough arguments for the fightagainst countless challenges. Even the best workers can easily succumb to the negative influenceof the competition, their colleagues, family problems, etc. They become fed up with their job, andover the years their personalities change. When we analyze the person in this context, we shouldtake into consideration one’s ability to control himself, and to react in the appropriate way in thecritical situations, one’s manageability, religion, age, working experience and nationality. Thegeneral manager should be the moral leader and a model to his/her subordinates. He should controltheir ethical behaviour as well as the company’s business decisions. By imitating the behaviourof persons who have important roles in our lives, we learn how to be responsible. The importanceof the general manager’s role to his employees is doubtless, and consequently, the generalmanager’s ethical attitude directly influences their own ethical behaviour.Unfortunately, there are no official ethical codes of conduct for tourism organizationsin Serbia, and those that have it, do not apply it to the necessary extent
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