Skills Sharing in Food & Beverage Industry- myassignmenthelp

Question: Discuss about theSkills Sharing in Food Beverage Industry for Customer Service. Answer: Introduction Customer service is an essential part of a food and beverage industry. Customer service is indeed constructed with various strategies such as repairing the damage of a service failure of any kind (AbuKhalifeh and Som 2012). In this regard, knowledge management and sharing comes apart as a potential option to rectify and repair the damages done by a service failure (Kim and Lee 2013). This particular study also focuses on the service recovery with the help of different supportive materials. The main purpose of this assignment is to identify what service recovery is. Moreover, the study also focuses on the importance of knowledge management and sharing in relation to service recovery in a restaurant. Service Recovery Many operations across different organisations on this world believe in repairing the damages done by a service failure. Additionally, it is also important to have a knowledge on the perceptions that customer develops after they experience a service failure or a service recovery. Importantly, the hospitality industry is widely known for a high standard customer service, which is why customers have the perceptions that they will be treated with utmost care. They are hurt when they find a slight of error in such perceptions (Mithas, Krishnan and Fornell 2013). In such scenario, it is imperative for the hospitality industry that they use an appropriate and effective service recovery strategy to restore the lost image and repair the damages done. Such strategies can be produced with the help of knowledge sharing and management. The role of training and development program becomes imperative as well in such cases (Chien and Tsai 2012). Service recovery can only be performed if the types of complaints are known. There are ample numbers of complaints that can arise in a restaurant. There are different kinds of themes for the restaurants such as for sports restaurant or a luxury restaurant. Both will have the same basic amenities; however, customers might have different set of service expectations form the two different kinds of restaurants. Service failure can be such as not meeting the expectation of the customers in any term whether the products or the service (Susskind and Viccari 2011). Nevertheless, the severity of service failure is that it compels the customers for sharing negative views of them in public through any social media sites. This is undoubtedly threatening to the reputation of the respective restaurant or a bar. Service recovery therefore is highly important for a fact that it gives a chance to repair the damages done and provide an opportunity to the responsible body to protect their reputation in the market (Komunda and Osarenkhoe 2012). Importance of effective service recovery Customer experience can be defined as an interaction that customers use to have while interacting with the different people, product and service of a specific organisation. It can also be defined as an experience that customers have after interacting to the people, product and service of the respective organisation. Customer experiences if those are bad need to be managed with an utmost service recovery strategy as this will help in compensate the damages that have been done. Managing anything requires a clear understanding of the issue first. In such cases, knowledge transfer throughout the organisational premise along all the employees keeps a high importance. Knowledge should be shared with the less in experience employees. There can be many ways of knowledge transfer such as being vocal to the less in experience employees or by training those that requires the understanding of the knowledge management in the food and beverage sector (Ryals 2013). Customer relationship management is a strategy that is used to retain the potential customers or to add more new customers on a continuous basis. This is extremely important for enhancing the business profitability. Companies perform different strategic planning to gather the insights of the customers. They do such thing in order to understand where the problem is. Moreover, this will help the company in putting forward an utmost and improved customer service to the customers. In the food and beverage sector, it is extensively important to supply an utmost customer service in order to retain the majority of the customers that visits on a daily basis. It is important that customers have positive experiences of being in a particular hotel or a restaurant (Mohammed and Rashid 2012). Relations with the customers can be managed with the help of following different strategies: Trained and skilled employees- Trained and skilled employees are utterly required in a job where interaction with the customers is very evitable such as in sales jobs or the hospitality sector. Employees should be trained on how to interact with the customers, how to take the orders and how to behave with the different kind of customers. There are varied of customers that throng to a restaurant. It then becomes important for the employees to know the etiquettes of interacting with the different customers. For example, a drunken customer will have a different mindset and will be expecting a different customer service. There are many other kinds of challenging customers. It is because of all such reasons it is necessary to have trained employees in hotels and restaurants. This can be done in numerous ways such as by training the employees on the basics of customer service and by managing a flow of knowledge in between the different employees. Knowledge management is perhaps very important in the hotel sector. If the senior member of employees is supportive to those who are new to the industry or those that have less experience in the industry, outcome will be different. Such atmosphere will impart the learnt experiences of the senior members to those who are less experienced. Additionally, training the newly recruited professionals on the utmost standard of customer service will also help the fresh employee to grab things quickly. The training will be certified as per the industry standard. Training will be commenced on task specific knowledge, transactive memory, task related knowledge and guest related knowledge. After the training is over, trained employees should be encouraged for on the job training, which will include interacting with the live customers. This is really helpful as it will give a live experience of customer responses that can be of any type (Weber et al. 2013). Customer service- Customer service includes many such as presenting a good quality product to the customer or giving them utmost service. Service may include many such as greeting warmly to the customers, asking for the orders with smile on the faces, delivering the order in time, asking for any other assistance before leaving the table. If a customer complaints of any product, employees should instantly apologise for that and ask for giving another chance, so as to compensate the grievances (Thompson 2006). Friendly employees- Employees are needed to be friendlier. This is really helpful especially in the hospitality industry. Friendly nature means interacting with the customers with smile on the face. Additionally, customers will feel that their every query will be taken care with serious concern. Restaurants or hotels should be innovative in inventing various new things that redefines their friendliness (Baker, Davis and Weaver 2014). Importance of working together effective communication in restaurant Working together and effective communication in between the different employees in restaurants is immensely needed. The importance of which can be felt in the outcome. It facilitates the flow of knowledge, which is very necessary in order to get the knowledge on the utmost customer service. Working together helps in maintain an effective communication, which prepares the way for the knowledge transfer (Bouncken 2002). It is imperative in restaurants that employees have practical exposure to their works. Nevertheless, the much needed inter communication helps in facilitate the sharing of knowledge in between the experienced and the fresher in a very practical way. Such a practical exchange of knowledge helps the freshly recruited professionals learn the essential thing for a restaurant job in real time. Training helps to learn the basics of customer service; however, it is not only necessary to provide an utmost skill in employees. On contrary to this, they are nervous when they are p ut into works with the live customers (Kang and Hyun 2012). Conclusion In the hospitality industry specifically in hotels or restaurants, it is important to maintain a healthy flow of knowledge to gain an utmost trust of the customers those who are the visitors. Such a flow of knowledge is only viable with a systematic and well planned training program and the effective communication between the different employees in restaurants. Training helps employees know about all the soft skills, which are needed in order to make customers feel like home. Additionally, flow of knowledge or the knowledge sharing in between the experienced and the fresher ensure a significant grab on the practical terms. Nevertheless, practicality is immensely required to get close to the real job. This can be effectively achieved by working together like a team. It really gives chances to interact with the complex issues in a very practical way. References AbuKhalifeh, A.N. and Som, A.P.M., 2012. Service quality management in hotel industry: a conceptual framework for food and beverage departments.International Journal of Business and Management,7(14), p.135. Baker, M.A., Davis, E.A. and Weaver, P.A., 2014. Eco-friendly attitudes, barriers to participation, and differences in behavior at green hotels.Cornell Hospitality Quarterly,55(1), pp.89-99. Bouncken, R.B., 2002. Knowledge management for quality improvements in hotels.Journal of quality assurance in hospitality tourism,3(3-4), pp.25-59. Chien, S.Y. and Tsai, C.H., 2012. Dynamic capability, knowledge, learning, and firm performance.Journal of Organizational Change Management,25(3), pp.434-444. Kang, J. and Hyun, S.S., 2012. Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons.International Journal of Hospitality Management,31(3), pp.772-785. Kim, T.T. and Lee, G., 2013. Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior.International Journal of Hospitality Management,34, pp.324-337. Komunda, M. and Osarenkhoe, A., 2012. Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty.Business Process Management Journal,18(1), pp.82-103. Mithas, S., Krishnan, M.S. and Fornell, C., 2013, May. Why do customer relationship management applications affect customer satisfaction?. American Marketing Association. Mohammed, A.A. and Rashid, B., 2012. Customer Relationship Management (CRM) in Hotel Industry: A framework proposal on the relationship among CRM dimensions, Marketing Capabilities, and Hotel performance.International Review of Management and Marketing,2(4), p.220. Ryals, L., 2013, May. Making customer relationship management work: the measurement and profitable management of customer relationships. American Marketing Association. Susskind, A. and Viccari, A., 2011. A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests.Cornell Hospitality Quarterly,52(4), pp.438-444. Thompson, B., 2006. Customer experience management: the value of moments of truth.Customer Think Corporation white paper, Customer Think, pp.1-18. Weber, M.R., Crawford, A., Lee, J. and Dennison, D., 2013. An exploratory analysis of soft skill competencies needed for the hospitality industry.Journal of Human Resources in Hospitality Tourism,12(4), pp.313-332.

Leadership in IT Project Management

Question: Write an essay on theOrganizational Culture. Answer: Organizational Culture I have been assigned to write a blog about project management leadership. There are many areas in project management leadership like project management skills, models of change, managing resistance to change, organizational culture, sources of conflict, strategies for negotiation, etc. But I chose to write on Organizational Culture as it is a one of the core areas to understand leadership and management. So what is organizational culture? It can be defined as system of shared values followed the people that differentiate the company from other firms. There are seven traits to gain a deeper understanding about an enterprises culture (Alvesson, 2016). Innovation and taking risks Here the employees were encouraged for doing innovative things and taking calculated risks at a certain extent. Taking care for each minute detail- The extent to which the workers should analyze and pay attention to detail. Outcome oriented The extent to which the top management pays attention to the results or outcomes rather than the various processes and the techniques used to get the expected result. People oriented Here how much the decisions of the management are taken into consideration for the employees outcome within the work environment. Team oriented The degree to which the different types of activities happening in the work place are organized within the teams rather for a particular employee. Aggressiveness It describes how much extent the employees have the aggression and competitive attitude rather than an easygoing employee. Stability It defines to which extent the companys activities are helping to maintain the status quo in respect to growth (Scott Davis, 2015). Now I will debrief about whether the companies have cultures which are uniform or not. Organizational culture enables us to think that the people working in an organization follow the predefined norms, values, ethics, etc as set by the company. Most large firms have a working culture which is dominant and there are various subcultures. A culture which is dominating stresses on the core values of that company where most of the employees follow those values and which help the firm to have a unique personality and differentiate the firm from others. Subcultures in the firms are present to share the common problems or various experiences the people are facing in the same department or in the same office location. The accounts department can comprise of subculture where there are the core values of the company as well as the distinct values and the norms of the members in that accounts department (Kotrba et al., 2012). Organizational culture creates a climate in the workplace that can be good as well as bad. An employee working with his/ her co-workers who reflects a positive attitude will motivate you to give your best shot at the task or with a team who has no sense of responsibility will demotivate you to do the work. If you have experienced these types of things at the workplace then you have experienced the effects of climate. It can be defined as shared beliefs of the employees have about their company and the work environment. Through meta-analysis survey it was found that psychological climate has a strong impact for an individuals level of job satisfaction, involvement, committed and self motivated in the work place. An employee who feels there is a positive climate for diversity will be more comfortable in interacting with other employees regardless of their demographic background (Schneider et al., 2013). Next the factors for creating and sustaining a companys culture are discussed. A firms current values, ethics, traditions, norms, etc are based on the vision of the founders of the company. The founders of the firm decide the ideologies that need to follow by each and every employee in the organization (Epstein Buhovac, 2014). There is three factors that help to sustain a culture. First is the selection process. Here the main task is to recruit the people having necessary skills and knowledge and have the capability to perform the task successfully. Here only those candidates are hired who possess the majority of the core values of the organization (Csikszentmihalyi, 2014).Gore Associates work culture comprises of no bosses, no job titles, etc. Every work is done through teams. In recruiting process, the candidates have to undergo a grueling interview process whether they can deal with uncertainty, flexible work timings and teamwork. The next step is the decision process of the top management in the company. Their attitudes, actions, words have huge impact on the overall growth of the organization (Guiso, 2015). Like how much risks should an employee take to perform a task, the degree of freedom should an employee enjoy, the dress code, promotions, rewards and other benefits. For example super market chain Wegman believes in happy and loyal workers who help each others to provide exceptional customer service. The firm hires only those candidates who have an interest in various foods. The enterprise has paid more than $54 million for college scholarships to their both part-time as well as full time employees and also fully paid medical expenses. The last one is socialization where the new recruits need to understand and adapt the companys working culture. Like the marines must undergo a boot camp training where they need to probe their dedication and commitment and learn the Marine way (Steiber Alnge, 2013). Now I will discuss how the employees get to learn about the culture in the organization. The first is through stories. When Henry Ford II was the chairman of the Ford Motors, he reminded his workers when they became arrogant by saying that Its the name of his that was inscribed on the building. It has a clear message. The company was run by Henry Ford II and everyone should follow his orders. The stories indicate the different practices prevailing in the organization. It tells about the founders, attrition rate, reactions to the mistakes happened in the past, relocation of the employees and various norms followed. Next part is the rituals that explain the core values of an organization. The vital goals, important people, working styles, activities come under the rituals. The third one is the material symbols (Hatch Cunliffe, 2013).The office layout inside the organization, the various automobiles provide to the top management, perks, the size of the offices and the furniture come un der material symbols. The last one is language. There are various terminologies used in the work place that needs to be acquainted for a new employee like various work equipments, key persons or products related to business. Employees need to understand the jargons and various acronyms to interact properly with other employees. The last section I will discuss the necessary steps to create an ethical work culture in an organization. The first step should be an icon or a role model to other employees (Robertson Barling, 2013).The action and the behavior of the top management should motivate the employees and must send a positive message to them. The ethical code of the company must be communicated to the employees so that they follow the ethical standards of the organization. The third one is ethical training should be provided to the employees by conducting seminars, workshops and other training programs so that employees have a better understanding while working in the organization. There should be appraisal for the employees and they will get rewarded who are maintaining the ethical standards and at the same time there will also be punishment for the employees who are violating the code of conduct (Plakhotnik et al., 2015). Conclusion Any organization must aim to have a strong positive organizational culture because the people who have a positive attitude show positive results at work place. They also lead a happy, productive and enriching lifestyle. Organizational culture can be defined as a system of shared values followed the people that differentiate the company from other firms. The culture of an organization differs from company to company and successful firms have high ethical standards and the vision of the company is aligned with the employees vision which makes an organization successful. An organizations culture can be learned through stories, material symbols, languages and rituals which help the workers to have a deeper understanding about the workplace. The workplace should exhibit a positive working climate where there is no biasness and no problem in working with employees belonging to diversified cultures (Azanza et al., 2013). References Alvesson, M. (2016).Organizational Culture. Sage Publications Incorporated. Azanza, G., Moriano, J. A., Molero, F. (2013). Authentic leadership and organizational culture as drivers of employees job satisfaction.Revista de Psicologa del Trabajo y de las Organizaciones,29(2), 45-50. Csikszentmihalyi, M. (2014).Society, culture, and person: A systems view of creativity(pp. 47-61). Springer Netherlands Epstein, M. J., Buhovac, A. R. (2014).Making sustainability work: Best practices in managing and measuring corporate social, environmental, and economic impacts. Berrett-Koehler Publishers Guiso, L., Sapienza, P., Zingales, L. (2015). The value of corporate culture.Journal of Financial Economics,117(1), 60-76. Hatch, M. J., Cunliffe, A. L. (2013).Organization theory: modern, symbolic and postmodern perspectives. Oxford university press. Kotrba, L. M., Gillespie, M. A., Schmidt, A. M., Smerek, R. E., Ritchie, S. A., Denison, D. R. (2012). Do consistent corporate cultures have better business performance? Exploring the interaction effects.Human relations,65(2), 241-262 Plakhotnik, M. S., Rocco, T. S., Collins, J. C., Landorf, H. (2015). Connection, value, and growth: how employees with different national identities experience a geocentric organizational culture of a global corporation.Human Resource Development International,18(1), 39-57. Robertson, J. L., Barling, J. (2013). Greening organizations through leaders' influence on employees' pro environmental behaviors.Journal of Organizational Behavior,34(2), 176-194. Schneider, B., Ehrhart, M. G., Macey, W. H. (2013). Organizational climate and culture.Annual review of psychology,64, 361-388 Scott, W. R., Davis, G. F. (2015).Organizations and organizing: Rational, natural and open systems perspectives. Routledge Steiber, A., Alnge, S. (2013). A corporate system for continuous innovation: the case of Google Inc.European Journal of Innovation Management,16(2), 243-264.

Americans with Disabilities Act (ADA)

Capitalism essays

Capitalism essays A characteristic of man that separates him from the majority of the animal world is his organization of social and economic systems. Man, however, retains traits of his evolutionary ancestors in the form of self-preservation and greediness. While many political, economic, and social systems attempt to eliminate this modern form of natural selection, capitalism and similar economic structures preserve social inequality in many forms. Historically, this preservation of financial inequality has achieved a higher standard of living generally than systems initially formed and employed to achieve just that. There are specific economic factors of capitalism that enables it to make life more civilized and By definition, capitalism is an economic system controlled chiefly by individuals and private companies instead of by the government. Through this, it stresses private economic choices. People are free to decide how they will earn and spend their income. Companies may choose which goods and services to produce and how much to charge for them based on the wants, or demand of the people. This regulates the amount and kind of products produced to accommodate the population. Because of this emphasis on economic individual freedom to become the wealthiest of ones nation, many inequalities form in the distribution of wealth. As many citizens are able to acquire their needs to survive and eventually purchase luxuries, some citizens are not able to support their own existence and eventually die of cold, starvation, or other such causes. Although this is viewed by many as inhumane, capitalist societies achieve a higher standard of living than other socialist and communist societies. This also provides incentive for the unemployed to find jobs, as they are not supported by others in a capitalist society. Historically, communist societies achieved less ...

Evolution Of Knowlendge Management Within A Law Enforcement Agency Assignment

Evolution Of Knowlendge Management Within A Law Enforcement Agency - Assignment Example The police have been able to use the inter agency communication which has enabled the traffic police to share information with the registration and FBI departments to keep law and order upon the roads. The traffic police will share the information with the vehicle registration department to affirm that the vehicles are registered and that they are in good conditions. If the vehicle has some registration issues the FBI will have to investigate the issue. This ensures that the law and order is obeyed by the motorists. The inter agency communication is greatly enhanced in the patrols and it helps to bring order. The federal rules of criminal procedure forbid the disclosure of matters occurring before a grand jury. This is because of the privacy act of the suspect and the investigation. The violation of the rule may be punished as disrespect of court. â€Å"This is because any violation of the rule can endanger an investigation to the extent that civil litigation may become impossible. The privacy act also provides that any agency which maintains a system of records containing information of a personal nature which is retrieved by name, social security number, or some other identifying number, symbol, or identifying particular, must ensure that administration of the file complies with requirements in the privacy act.† (Anonymous, 2012) The information will only be used by the government agencies and it should not be shared to other individuals. â€Å"Normally, the investigatory files are exempted from these requirements by reason of the provision of the act which exempts investigatory material compiled for law enforcement purposes. In addition, departmental regulations can deny disclosure to anyone, including the individual subject of the record, of information compiled in reasonable anticipation of a civil action or proceeding. At times, another government agency may request documents from EBSA. If there

The Years of My Birth By Louise Erdrich Essay Example | Topics and Well Written Essays - 1000 words

The Years of My Birth By Louise Erdrich - Essay Example At that time she was too young to be even admitted to a state run institution. Tuffy and her brother referred to as the doppelganger shared a very ethereal and unique relationship. Tuffy’s birth circumstances, her deformities and the fact the she was left stranded in the nursing home was an effect of her brother’s presence. After Mrs. Lasher’s, the mother’s delivery of the twins, Tuffy never saw any of them ever again. It was only during her mid-adulthood that she chanced upon when a phone call came to her residence. Tuffy never saw her brother, her doppelganger, and was not aware of his looks, his name, his whereabouts, or any information related to his brother whatsoever. Quite frequently she used to feel the presence of a comforting soul, a sympathetic hand, and a warm presence of an invisible person around her, beside her. She used to have the same feeling when taking ling walks, as if someone was accompanying her just beyond the corner of her eye. She felt this for years, right from the time she was abandoned till her years of womanhood. While Tuffy was still a child growing up at the Wishkob household, amidst the love, care and affection of the Wishkob couple: Betty and Albert, she began to have a growing attachment towards them and their children, Sheryl and Cedric. She didn’t hold her birth mother or her bother in high regard, rather she was indifferent to their whereabouts, and didn’t want to go to them. Her relationship with her doppelganger in the beginning was quite different. She bore agony and resentment in her heart for the inhuman treatment that was metted out to her during her birth. The incident has such a deep engraving in her mind that she bore a feeling of indifference toward the Lasher family. She remembered her birth mother Nancy Lasher with a lot of pain and discontent in her heart. All her life she tried avoiding pain and the prime cause of a raw and aching nerve inside her was her own birth fam ily. Such being the case, she didn’t care and even though she worked in the reservation post office, she didn’t bother, for years, to get the address of her birth mother and contact her. It was only on the night when Tuffy (Linda Wishkob) was contacted by her birth mother, under extraordinary circumstances and quite unannounced that the trail of her life and her feelings took a turn. After Tuffy was abandoned by her parents in the local nursery and she started growing up with the Wishkobs there were times when she was taken away from Betty and Albert by welfare officers with the duty to find a better home for her. During on such incident when she was driven off to an unknown place by the visiting welfare officer, and found herself waking up in a white room, she felt the presence of someone. She felt as if someone was with her, comforting her, holding her hand, crying and grieving with her. She never had this experience before, but thereafter continued to experience it on several occasions throughout her life under varying circumstances. She had a strange and peculiar feeling in her heart as if someone was around her and was in dire need of help. It was as if a person was holding on to life and depending on Tuffy’

Behaviour Changes towards Conservation Projects

Behaviour Changes towards Conservation Projects Conservation scientists should be interested in social-psychological approaches, such as human behaviour changes that could influence natural-resource management, according to St John et al (2010). In my perspective, some conservation projects must consider population behaviour changes in order to shift management techniques and even policy making, and before expecting behaviour and attitudes to change, education of society has to be considered has a priority. According to Masud et al (2015) societies with higher levels of education are predisposed to positive environmental behaviour, as they are more responsible and competent with knowledge, values, and skills to improve environmental solutions. A great example how education changed community behaviour, is the environmental education projects in the islands of S.Tomà © and Principe regarding turtles conservation. When it started in 2012, turtles were still commercialized and consumed by local community, however after several projects of environmental education, focusing not only children but elders too, nowadays can be considered a success case, considering that during reproduction season, local communities help to protect new-born turtles on their way to the ocean. Taking into account the socio-economic status of communities, education itself might not be enough to change behaviours, since a lower income community will not accept changes that can decrease their welfare. Consequently, education must be linked with gaining of knowledge, so communities could benefit in improving their skills and techniques (Nilsson et al, 2016). It is the case of communities dependent of agriculture, where using fertilizers is almost mandatory, however, lack of knowledge sometimes might result in overuse and consequently pollution of watersheds. Education actions in these communities aiming the technological improvement, regarding the right amount of fertilizers per species, would benefit the environment/water quality as well as the farmers since it would reduce their investment in fertilizers. Nevertheless, to use education as a factor to change behaviours, cultural assessment of communities must be acknowledged so the ways of teaching and presenting knowledge can be adapted to achieve better results. Presenting arguments in a developed country, with educated people is not the same as presenting the same arguments to people without education in a developing country, as their understanding might be limited by lack of background knowledge. I believe cultural and socio-economic factors should be studied in advance, thus the teacher can establish a connection with the audience so they can relate to what is being said. For example, coal prices decreased recently in India, due to increased extraction, being more affordable to poor people, that until now have been using cow dung has combustible. Because coal emits more CO2 than cow dung combustion, environmental institutions are concerned about climate change effects, considering that India has around 1.3 billion of people. Approaching these communities trying to relate them to global warming and potential extreme climates changes in the future, will not be successful considering they struggle to survive comparing to western countries with vast polluting industries that have been causing the problem. In conclusion, my point of view is human behaviour should always be considered in conservation/environmental projects since human communities are inevitably connected with ecosystems. Also, because human behaviour is driven by demographic and socio-economic factors, to have behaviour adjustment, education must be considered. References Masud, M.M., Kari, F.B., (2015), Community attitudes towards environmental conservation behaviour: An empirical investigation within MPAs, Malaysia, Marine Policy 52, 138-144 Nilsson, D., Baxter, G., Butler, J.R.A., McAlpine, C.A., (2016) How do community-based conservation programs in developing countries change human behaviour? A realist synthesis, Biological Conservation 200, 93-103 St John, F.A.V., Edward-Jones, G., Jones, J.P.G., (2010), Conservation and human behaviour: lessons from social psychology, Wildlife Research 37, 658-667