Managing Business Activities for Competitive Advantage

This assignment delves into the importance of effective business management for achieving competitive advantage. It examines how organizations can enhance their standing by strategically managing all aspects of their operations, from internal processes to external relationships. The focus is on understanding the interconnected nature of business functions and how their coordinated execution contributes to overall success.

UNIT 10; 21; 24; 27; 32; 52;
54; 73

Table of Contents
INTRODUCTION...........................................................................................................................1
UNIT 10 Develop a Presentation.....................................................................................................1
1.1 Explain best practice in developing presentations................................................................1
1.2 Explain who needs to be consulted on the development of a presentation...........................1
1.3 Explain the factors to be taken into account in developing a presentation...........................1
1.4 Analyse the advantages and limitations of different communication media........................2
2.1 Identify the purpose, content, style, timing and audience for a presentation........................2
UNIT 21 Provide Administrative Support for Meetings.................................................................2
1.1 Describe the purpose of the meeting and who needs to attend.............................................2
1.2 Explain why it is important to have a minimum number of attendees for a meeting...........2
1.3 Explain ways to achieve maximum attendance at meetings.................................................2
1.4 Explain the access, health, safety and security requirements relating to meetings...............2
1.5 Describe how to set up the resources needed for a meeting.................................................3
1.6 Explain the responsibilities of the meeting chair and meeting secretary..............................3
1.7 Explain the difference between formal and informal meetings ...........................................3
1.8 Explain the legal implications of formal meetings...............................................................4
UNIT 24 Employee Rights and Responsibilities.............................................................................4
TASK 1............................................................................................................................................4
1.1 Explain the role of their own occupation within an organisation and industry ...................4
1.2 Describe career pathways within their organisation and industry........................................4
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway ......................................................................................................................................4
1.4 Describe an organisation’s principles of conduct and codes of practice ..............................5
1.5 Explain issues of public concern that affect an organisation and industry...........................5
1.6 Describe the types, roles and responsibilities of representative bodies and their relevance
to their own role..........................................................................................................................5
TASK 2............................................................................................................................................6
2.1 Describe the employer and employee statutory rights and responsibilities that affect their
own role ......................................................................................................................................6

2.2 Describe an employer’s expectations for employees’ standards of personal presentation,
punctuality and behaviour ..........................................................................................................6
2.3 Describe the procedures and documentation that protect relationships with employees .....6
2.4 Identify sources of information and advice on employment rights and responsibilities.......6
UNIT 27 Store and Retrieve Information........................................................................................6
1.1 Systems and procedures for storing and retrieving information...........................................6
1.2 Legal and organisational requirements for information security and retention....................7
1.3 How to create filing systems to facilitate information identification and retrieval...............7
1.4 How to use different search techniques to locate and retrieve information..........................7
1.5 What to do when problems arise when storing or retrieving information............................7
UNIT 32 Produce Minutes of Meetings...........................................................................................8
1.1 Explain the purpose of different types of minutes and other meeting records......................8
1.2 Explain the legal requirements of formal minutes................................................................8
1.3 Describe organisational conventions for producing minutes................................................8
1.4 Describe the responsibilities of the minute taker in a meeting.............................................8
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and
actions.........................................................................................................................................9
1.6 Explain why it is necessary to record who proposed and seconded suggestions and
changes........................................................................................................................................9
UNIT 52 Using email.......................................................................................................................9
1.2 Explain methods to improve message transmission..............................................................9
1.4 Explain why and how to stay safe and respect others when using e-mail............................9
2.4 Explain why, how and when to archive messages................................................................9
2.7 Explain how to minimise e-mail problems.........................................................................10
UNIT 54 Resolve customers’ complaints......................................................................................10
1.2 Identify those complaints that should prompt a review of the service offer and service
delivery......................................................................................................................................10
1.3 Negotiating techniques used to resolve customers’ complaints..........................................10
1.4 Conflict management techniques used in dealing with upset customers............................10
1.5 Explain organisational procedures for dealing with customer complaints.........................11
Listen.........................................................................................................................................11

Fix the Immediate Problem.......................................................................................................11
Apologies and Thanks...............................................................................................................11
Getting to the Root....................................................................................................................11
Preventive Measures.................................................................................................................11
Quality and Service are Paramount...........................................................................................11
1.6 Explain when to escalate customers’ complaints................................................................11
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint...................................................................................................................11
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services...........................................................................................................................11
Celebrated for Customer Service..............................................................................................12
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................12
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................12
UNIT 73 Principles of leadership and management......................................................................13
TASK 1..........................................................................................................................................13
1.1 Importance of defining the objectives, scope and success criteria of the decisions to be
taken..........................................................................................................................................13
1.2 Importance of analysing the potential impact of decision making.....................................13
1.3 Importance of obtaining sufficient valid information to enable effective decision making
...................................................................................................................................................13
1.4 Importance of aligning decisions with business objectives, values and policies................13
1.5 How to validate information used in the decision making process.....................................13
1.6 How to address issues that hamper the achievement of targets and quality standard.........13
TASK 2..........................................................................................................................................14
2.1 Difference in the influence of managers and leaders on their teams..................................14
2.2 The suitability and impact of different leadership styles in different contexts...................14
2.3 Theories and models of motivation and their application in the workplace.......................14
TASK 3..........................................................................................................................................14
3.1 Manager's responsibilities for planning, coordinating and controlling work......................14

3.2 How managers ensure that team objectives are met...........................................................14
3.3 How a manager's role contributes to the achievement of an organisation’s vision, mission
and objectives............................................................................................................................15
3.4 Theories and models of management..................................................................................15
3.5 How the application of management theories guide a manager's actions...........................15
3.6 The operational constraints imposed by budgets................................................................15
TASK 4..........................................................................................................................................15
4.1 Relationship between business objectives and performance measures...............................15
4.2 The features of a performance measurement system..........................................................15
4.3 How to set key performance indicators (KPIs)...................................................................15
4.4 Tools, processes and timetable for monitoring and reporting on business performance....16
4.5 Use of management accounts and management information systems in performance
management..............................................................................................................................16
4.6 Distinction between outcomes and outputs.........................................................................16
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17

INTRODUCTION
A program that generally prepares individuals to plan, organize, direct, and control the
functions and processes of a firm or organization (Bean, 2015). Includes instruction in
management theory, human resources management and behaviour, accounting and other
quantitative methods, purchasing and logistics, organization and production, marketing, and
business decision-making.
UNIT 10 Develop a Presentation
1.1 Explain best practice in developing presentations
 Research
 Skilful Composition
 Cite experts or provide real life case studies.
 Creating an environment of shared knowledge.
 Keep bullet points and lists to a minimum.
 Conclusion
1.2 Explain who needs to be consulted on the development of a presentation
 Qualification structures
 Progression opportunities
 Choosing Units
 Scoring points
 Develop a Presentation
1.3 Explain the factors to be taken into account in developing a presentation
 Clarity
 Interest
 Relevance to audience
 Emphasis on Important Points
 Short Sentence (Hettne, 2016).
 Direct Speech and active mood
 Appropriate Vocabulary
 Link between Sections
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1.4 Analyse the advantages and limitations of different communication media
An advantage to this is that it is quick and reliable (most of the time), it is easy to access
(with some exceptions), and is the most widespread around the world, making cross-continental
communication easy as can be (Lyon, Mšllering and Saunders, 2015).
2.1 Identify the purpose, content, style, timing and audience for a presentation
 Purpose: The reason the writer composes the paragraph.
 Tone: The attitude the writer conveys about the paragraph’s subject.
 Audience: The individual or group whom the writer intends to address.
UNIT 21 Provide Administrative Support for Meetings
1.1 Describe the purpose of the meeting and who needs to attend
The main purpose of meetings is to share ideas and express different thoughts. Meetings
are used in almost every organization as a way of communicating information to other people
where their principal functions are to inform, seek ideas.
1.2 Explain why it is important to have a minimum number of attendees for a meeting
The minimum number of people that must be present to constitute a meeting would be
three (for a group with five or more members). However, it would be two, when the committee,
subcommittee, or other subordinate unit of a governmental body consists of either two or three
members (Kaplanski and et. Al., 2015).
1.3 Explain ways to achieve maximum attendance at meetings
 Learn from The Past
 Invite the Right Audience
 Send Invitations Early
 Follow Up with Reminders
1.4 Explain the access, health, safety and security requirements relating to meetings
 Check to see if the venue is a safe structure for the kind of meeting taking place.
 Check that electrical wires are secured properly and not trailing on the floor.
 Make sure that the equipment to be used, like laptops and OHPs, is good working order
and has passed ICT testing to avoid safety issues (Schaltegger and Burritt, 2017).
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 Make sure that any confidential documents taken to the meeting are not left behind and
are brought back safely. Also, make sure that only authorised people are allowed access
to those documents.
1.5 Describe how to set up the resources needed for a meeting
Before the Meeting
 Date and time of the meeting The purpose of the meeting
During the Meeting
As people enter the room, check off their names on your attendee list or write down the
names as people enter the meeting room.
After the Meeting
After the meeting look through the notes and add any additional points that are left out,
clarifying any doubts then and there so you do not lose track of what was discussed in the
meeting
1.6 Explain the responsibilities of the meeting chair and meeting secretary
 To provide leadership
 To ensure the management committee functions properly
 To ensure the organization is managed effectively
 To provide support and supervision to the chief officer and senior team
 To represent the organization as its figurehead
1.7 Explain the difference between formal and informal meetings
A formal meeting in a business environment is a pre-planned event with a formal notice
that most often is sent via email or an official company memo (Haselhuhn, Ormiston and Wong,
2015).
An informal meeting can take place almost anywhere, anytime, and there is seldom the
structure and formality that you will see in a formal meeting.
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1.8 Explain the legal implications of formal meetings
Policy and procedures for meetings are a very important part of the formal meeting
process because they set out what can and cannot be decided in meetings, as well as ensuring that
certain conventions are adhered to at that meeting (Oinas, 2017).
UNIT 24 Employee Rights and Responsibilities
TASK 1
1.1 Explain the role of their own occupation within an organisation and industry
Consider your chosen job role, or your current job role, and think about the information
in this unit in relation to your chosen organisation or industry.
 Administrator within an office
 Team leader
 Manager
 Customer service assistant
1.2 Describe career pathways within their organisation and industry
Chosen career pathway must be relevant to the organisation researched/chosen or works
in, and the industry that the organisation works within.
Career Pathways can include – office management, sales admin, sales customer service,
team leading roles within various sectors, hr, people / resource management. The list is not
exhaustive.
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway
External sources such as
 Careers guidance, job centre
 Internet
 Magazines and newspapers
Internal sources such as
 Internet
 Organisation newsletters
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1.4 Describe an organisation’s principles of conduct and codes of practice
Customer service and ensuring all customer feel valued and respected.
Equality and diversity ensuring all staff feel valued and respected (Wang and et. al.,
2016).
1.5 Explain issues of public concern that affect an organisation and industry
 Recycling and sustainability
 Local employment issues – casual labour, 0 hour contracts, lack of support for
employment locally
 Local charity involvement – lack of involvement
1.6 Describe the types, roles and responsibilities of representative bodies and their relevance to
their own role
Types of representative bodies:
• Trade Unions
• CAB, ACAS
• Mediators
• Solicitors.
Roles of representative bodies
This is to help workers mediate, negotiate, represent and discuss ways forward with
employers in relation to matters concerning employment.
Responsibilities of representative bodies
To act as an impartial voice for the employee and help find an equitable solution for the
parties involved.
Relevance of representative bodies
Enables employees to be represented company and industry wide by people with
appropriate expertise to be able to enhance their working conditions
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TASK 2
2.1 Describe the employer and employee statutory rights and responsibilities that affect their own
role
 Employers must give a written statement of the terms and conditions of employment
(Bryman and Bell, 2015).
 Health and safety procedures and law needs to be adhered to by employer and employee
2.2 Describe an employer’s expectations for employees’ standards of personal presentation,
punctuality and behaviour
 Business dress to be worn at all times
 Hair and appearance must be clean, tidy and suitable for work being carried out e.g. no
high heeled shoes, jewellery etc.
2.3 Describe the procedures and documentation that protect relationships with employees
 Procedures and documentation relating to equality and diversity
 Procedures and documentation relating to data protection
 Procedures and documentation relating to health and safety
2.4 Identify sources of information and advice on employment rights and responsibilities
 a contract of employment if they are working
 a contract of employment that they have researched.
UNIT 27 Store and Retrieve Information
1.1 Systems and procedures for storing and retrieving information
Systems:
 Paper-based
 Electronic
Procedures:
 Electronic
 Title or subject
 Category or reference number
 Dated
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 Author
 Storage end date
Paper-based
 Alphabetical
 Numerical
 Chronological
 Geographical
 By subject or category
1.2 Legal and organisational requirements for information security and retention
Legal requirements:
 Freedom of Information Act
 Data Protection Act
1.3 How to create filing systems to facilitate information identification and retrieval
Filing systems:
 Vertical
 Lateral
Identification
 Index guide (Chung And et.al., 2015).
 Folder tabs
 Cross indexing
1.4 How to use different search techniques to locate and retrieve information
Storing information electronically, is used for a wide range of documents and data. Using
this method means that large amounts of information can be stored without taking up our limited
office space.
1.5 What to do when problems arise when storing or retrieving information
Problems
 Misfiling
 Not up-to-date filing
 Hardware
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 Software
You will also need to be aware about your level of authority and who to go to if any of
the problems are outside your level of authority (Baum, 2016).
UNIT 32 Produce Minutes of Meetings
1.1 Explain the purpose of different types of minutes and other meeting records
Purpose:
 solving or resolving business problems
 sharing information
 decision-making
 developing new systems, ideas, practices or processes
1.2 Explain the legal requirements of formal minutes
Policies and procedures can have an impact on what can be discussed at a meeting (i.e.
nothing illegal may be discussed), how things may be discussed (participants must be respectful
in their discussions), and what they can do in meetings (participants may be prevented from
smoking during the meeting).
1.3 Describe organisational conventions for producing minutes
These requirements are not formally required by law, but may have been introduced to
increase transparency, protect the shareholders or to ensure that employees can operate in a safe
workplace, which is free from health hazards or prejudices (Kalidass and Bahron, 2015).
1.4 Describe the responsibilities of the minute taker in a meeting
Responsibilities:
 agreeing agenda with chairperson
 record those present and any apologies for absence
 clearly and accurately record what is discussed
 record actions and by whom with timelines
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions
Maintaining confidentiality in the meetings is important for building and maintaining
trust, and for ensuring an open and honest communication between customers, clients and
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employees (White, Dudley-Brown and Terhaar, 2016). Read on to know how organizations
today can keep up their confidentiality standards.
1.6 Explain why it is necessary to record who proposed and seconded suggestions and changes
It is standard procedure in most workplaces to record everything of importance that
transpires in a meeting.
 Attendance and Accountability
 Reference Purposes
 Open Communication
 Action Plans
UNIT 52 Using email
1.2 Explain methods to improve message transmission
When working in a business sending emails is a vital part of most jobs, the message
transmission should be quick and efficient. The type and size of email being sent will affect how
quickly it gets through to the recipient, some email client do not allow enough space to receive
large emails.
1.4 Explain why and how to stay safe and respect others when using e-mail
It is very beneficial using email as it&s sent much quicker than sending it in the post,but
being aware and using common sense is crucial (Gollenia, 2016). It is important to keep safe and
respect others. There are many scammers and hackers sending emails to try and reel you in to
open their emails.
2.4 Explain why, how and when to archive messages
It is important to archive emails with in business, as it is effective for managing storage
problems, beneficial for future reference and it is now becoming a regulatory compliance. To
archive to select all the items I want to move into the same folder and drag them across to the
appropriate folder. I do this with emails I have received and sent to keep them all in one place.
2.7 Explain how to minimise e-mail problems
Typos are one of the biggest issues when sending emails. Within my job role we send
appointment letters to patients email addresses. Some email servers client can cause problems, as
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they cannot always accept large kilobytes of data that gets sent in emails, which means they do
not always get received or sent to the customers.
UNIT 54 Resolve customers’ complaints
1.2 Identify those complaints that should prompt a review of the service offer and service
delivery
Service offer:
This details what an organization will do for a customer, what level of customer service
will be on offer and the limit of what will be offered.
Service delivery:
This is about getting the goods or services to the customer in the optimum or agreed
timescale.
1.3 Negotiating techniques used to resolve customers’ complaints
Negotiating techniques
 Know what has to be achieved
 Prepare for any discussion
 Be confident
 Share information
 Listen
 Be ready for compromise
 Close with confirmation
1.4 Conflict management techniques used in dealing with upset customers
Conflict management techniques
 Listen
 Be assertive – not aggressive
 Remain calm
 Show understanding and be prepared to seek a solution
 Consider a compromise
 Recognize when it is not working and when to involve others.
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1.5 Explain organisational procedures for dealing with customer complaints
 Listen
 Fix the Immediate Problem
 Apologies and Thanks
 Getting to the Root
 Preventive Measures
 Quality and Service are Paramount
1.6 Explain when to escalate customers’ complaints
There is just no way to please every customer, every time. What it all comes down to is
how your company handles those complaints (Abdelal, Blyth and Parsons, 2015). And an
important part of customer complaint handling is knowing when the situation warrants escalating
customer complaints to the next level.
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a customer
complaint
customer and consumer complaints should be differentiated and addressed separately.
Customers have different problems than consumers and have different response urgencies. Each
complaint, whether consumer or customer, is a test of a company’s management system ranging
from public relations to continuous improvement (Haselhuhn, Ormiston and Wong, 2015).
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services
Advantages:
 Build Loyalty
 Increase Referrals
Celebrated for Customer Service
 Disadvantages:
 Lack of Innovation
 Ever-Changing Customer Needs
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 May Become Self-Serving
2.4 Explain the advantages and limitations of different complaint response options to customers
Advantages:
 Learning What Your Customers Really Want
 Learning What Your Customers DON’T Want
 Improving Customer Loyalty
 Catching Problems (Schaltegger and Burritt, 2017).
Disadvantages:
 It Can Be a Waste
 The Most Vocal Customers Are Disproportionately Represented
 It Can Turn Customers Against You
2.5 Explain the advantages and limitations of different complaint response options to the
organisation
Advantages:
 Valuable Feedback
 Customer Loyalty
Disadvantages:
 Too many surveys, so little time
 Privacy Issues
UNIT 73 Principles of leadership and management
TASK 1
1.1 Importance of defining the objectives, scope and success criteria of the decisions to be taken
Objectives – if there is more than one objective then it is important to rank the objectives
in order of priority and risk of criticality to the outcome of the management of the task or project.
Scope – knowing the specific details of the tasks and jobs that need to be achieved to
meet the objective and reach a successful conclusion.
Success - To be able to do this successfully the learner needs to mention that the criteria
can include delivering the task or project on time, within budget and within the required
deliverables.
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1.2 Importance of analysing the potential impact of decision making
 financial implications on too much resource being used or too little being used
 allocation of work to specific people, ensuring that correct knowledge and expertise is
given against each aspect of the task or project.
1.3 Importance of obtaining sufficient valid information to enable effective decision making
To enable managers to know which parts of task or project will need to take priority and
this in turn will lead to deciding to whom, and why, tasks within the task or project need to be
allocated (Oinas, 2017). This then allows the manager to be able to allocate suitable time for
each aspect of the task/project ensuring that all individual deadlines are met.
1.4 Importance of aligning decisions with business objectives, values and policies
Continue to ensure that work being done meets with the ethical, moral, financial
reputation/view of the organisation and thus lessen any risk of negative impression externally.
1.5 How to validate information used in the decision making process
 Integrity of person/s or site/s information came from
 Checking information against details and specification of task/project requirements
1.6 How to address issues that hamper the achievement of targets and quality standard
 Financial
 Resource based – equipment, time, information
 People.
TASK 2
2.1 Difference in the influence of managers and leaders on their teams
The primary function for the manager is to achieve organisation objectives and this is the
influence they have on their teams e.g. ensuring the jobs get done (Kaplanski and et. Al., 2015).
The main influence a leader can have over a manager is that team members will follow a
leader because of who that person is and because of the team belief in the leader.
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2.2 The suitability and impact of different leadership styles in different contexts
Leadership styles and evaluation of suitability - Participative leadership style –
Transactional leadership style Leadership style and impact of these on the context - Participative
style –Transactional leadership style.
2.3 Theories and models of motivation and their application in the workplace
Leadership styles and evaluation of suitability - Charismatic leadership style –
Bureaucratic leadership style –Leadership style and impact of these on the context Bureaucratic
leadership style.
TASK 3
3.1 Manager's responsibilities for planning, coordinating and controlling work
Planning should take account of planned and unexpected contingencies, plans should be
flexible enough to be amended as and when needed.
Co-ordination involves bringing together and harmonising different work based activities
across the business. It also involves ensuring overseeing of work delegated to team members and
others involved in work.
3.2 How managers ensure that team objectives are met
Consider smart targeting for all team members, close monitoring of progress of
individuals and overall team objective, building commitment from the team and each person in
the team, being clear about objectives so that all team members know their own role and
responsibility within achieving objectives, renegotiate with team members as necessary.
3.3 How a manager's role contributes to the achievement of an organisation’s vision, mission and
objectives
This is effectively the personality of an organisation; if the organisation has clear vision,
mission and objectives then the manager knows the culture he/ she is working within and
achievements made can be set against these parameters.
3.4 Theories and models of management
Nudge theory Corporate governance, Tuckman’s forming, storming, norming and
performing model.
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3.5 How the application of management theories guide a manager's actions
Information and explanations on how directive a manager will need to be dependent on
the theory used, how hands on a manager needs to be with managing different aspects of team
behaviours, thinking processes and motivations and commitments.
3.6 The operational constraints imposed by budgets
 Staffing levels – increased or decreased
 Allocation and procurement of resources and materials
TASK 4
4.1 Relationship between business objectives and performance measures
The objectives are set first and within this key criteria of outcomes are set also. These
outcomes against each aspect of the performance indicators then feeds back into the organisation
overall objectives.
4.2 The features of a performance measurement system
The performance system could include – information needs to be quantitative,
measurable, easily understood by everyone using the system, visible and appropriately used,
measures outputs as well as inputs.
4.3 How to set key performance indicators (KPIs)
Make sure that what is being set is measurable, map core business processes, mapped
core business processes are aligned to roles, responsibilities and any factors for success that are
critical to the business, select the KPIs based on success criteria established, set target and
review dates.
4.4 Tools, processes and timetable for monitoring and reporting on business performance
Ensure monitoring is based on a clearly formed plan and can be chart driven e.g. as for
project management, plans should have the KPIs on it so that it is clear that this is what is being
monitored against, it should also contain the timetabling for reviews and when these will take
place, what data collection method will be used and where the data information will come from,
responsibilities, analysis and then any actions following the monitoring and reporting.
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4.5 Use of management accounts and management information systems in performance
management
The use of integrated performance management (IPM) this would include taking a
holistic look at planning, budgeting, forecasting, reporting, performance measurement and
profitability.
4.6 Distinction between outcomes and outputs
Outputs are related to organisation objectives. Outcomes are the things that take place
because of the organisation’s products or services and this includes the unexpected as well as the
expected, the good as well as the bad.
The outcomes are the changes that take place as you carry out your aims or objectives as
an organisation and the outcomes may not be what the organisation planned them to be initially.
CONCLUSION
From the above mentioned report, it can be summarised that business administration is
one of the important aspect for every business organization to enhance their competitive
advantage by managing entire business activities.
REFERENCES
Books and journals
Bean, J., 2015. Big Government and Affirmative Action: The Scandalous History of the Small
Business Administration. University Press of Kentucky.
Hettne, B. ed., 2016. The new regionalism and the future of security and development (Vol. 4).
Springer.
Lyon, F., Mšllering, G. and Saunders, M. N. eds., 2015. Handbook of research methods on trust.
Edward Elgar Publishing.
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Kaplanski, G. and et. Al., 2015. Do happy people make optimistic investors?. Journal of
Financial and Quantitative Analysis. 50(1-2). pp.145-168.
Schaltegger, S. and Burritt, R., 2017. Contemporary environmental accounting: issues, concepts
and practice. Routledge.
Haselhuhn, M. P., Ormiston, M. E. and Wong, E. M., 2015. Men’s facial width-to-height ratio
predicts aggression: A meta-analysis. PLoS One. 10(4). p.e0122637.
Oinas, P., 2017. Proximity, distance and diversity: Issues on economic interaction and local
development. Routledge.
Wang, H., Wang, W., Sun, H. and Rahnamayan, S., 2016. Firefly algorithm with random
attraction. International Journal of Bio-Inspired Computation. 8(1). pp.33-41.
Bryman, A. and Bell, E., 2015. Business research methods. Oxford University Press, USA.
Chung, K. H. And et.al., 2015. The effects of CSR on customer satisfaction and loyalty in
China: the moderating role of corporate image. Journal of Economics, Business and
Management. 3(5). pp.542-547.
Baum, T. ed., 2016. Human resource issues in international tourism. Elsevier.
Kalidass, A. and Bahron, A., 2015. The relationship between perceived supervisor support,
perceived organizational support, organizational commitment and employee turnover
intention. International Journal of Business Administration. 6(5). p.82.
White, K. M., Dudley-Brown, S. and Terhaar, M. F. eds., 2016. Translation of evidence into
nursing and health care. Springer Publishing Company.
Gollenia, L. A., 2016. Business transformation management methodology. Routledge.
Abdelal, R., Blyth, M. and Parsons, C. eds., 2015. Constructing the international economy.
Cornell University Press.
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