<p>Background: Etiquette has become vital in business relationships. In today’s competitive business climate signs indicate that social competence affect whether a business deal is settled or not. This type of competence could be of crucial importance at a first business meeting and it also plays an important role for future business relationships. Business etiquette is therefore, within the world of business, an interesting area to study.</p><p>Purpose: The purpose of this essay is to clarify what knowledge and understanding companies, listed on the Swedish stock exchange, possess towards business etiquette, their viewpoint on etiquette education and finally to ascertain whether or not those companies perceive business etiquette to be pivotal to success.</p><p>Methodology: In order to attain our purpose of this essay we found it most suitable to utilize both a quantitative and qualitative research method. To obtain a deeper understanding, two personal interviews, with professionals within the field of business etiquette, were carried out. A questionnaire was sent out to 100 companies and four personal interviews, with representatives from two different banks, were also conducted.</p><p>Conclusions: We have come to the conclusion that many business deals fail due to lack of appropriate etiquette. According to the respondents, business etiquette could be a suitable tool to achieve success in business. Our analysis shows that business etiquette is a collection of rules where common sense, judgment, humility and respect are important aspects that should pervade conduct toward colleagues and customers. According to our survey, the customer is imperative in business relations and the employees should therefore perform situational in accordance to the customer’s expectations. A conclusion could be drawn that if a company succeeds in offering the customer greater value, in comparison with its competitors, it will give the company a competitive advantage and result in profitability.</p> / <p>Bakgrund: Vett och etikett blir alltmer betydande i affärer. I dagens konkurrenskraftiga företagsklimat tyder allt fler tecken på att social kompetens kan påverka om ett affärsavtal sluts eller inte. Denna typ av kompetens kan vara helt avgörande vid ett första affärsmöte och även återspegla framtida affärsrelationer. Affärsetikett är alltså ett viktigt område i näringslivet, och därför intressant att studera.</p><p>Syfte: Syftet med denna studie är att studera svenska börsbolags kunskap om affärsetikett och deras ställningstagande till utbildning i ämnet. Slutligen vill vi ta reda på om företagen ser affärsetikett som en framgångsfaktor i affärer.</p><p>Metod: För att uppnå vårt syfte valde vi att kombinera en kvantitativ med en kvalitativ ansats. För att öka vår förförståelse utfördes först två djupintervjuer med kunniga i ämnet. En enkät skickades sedan ut till 100 stycken börsbolag och ytterligare fyra personliga intervjuer genomfördes med två svenska banker.</p><p>Slutsatser: Vi har kunnat konstatera att alltför många affärer misslyckas på grund av dålig etikettkunskap. Enligt respondenterna kommer affärsetiketten in som ett lämpligt verktyg för framgång i affärer. Undersökningen visar på att affärsetikett utgör ett regelverk där sunt förnuft, omdöme, ödmjukhet och respekt är viktiga aspekter, som ska genomsyra uppförandet gentemot kollega och kund. Vidare har det framkommit att kunden är det centrala i affärsrelationer och personalens agerande bör därför situationsanpassas efter kundens förväntningar. Slutsatsen som kan dras är att om en organisation lyckas erbjuda kunden ett större värde, jämfört med konkurrenterna, kommer detta ge företaget konkurrensfördel som i längden utmynnar i lönsamhet.</p>

Background: Etiquette has become vital in business relationships. In today’s competitive business climate signs indicate that social competence affect whether a business deal is settled or not. This type of competence could be of crucial importance at a first business meeting and it also plays an important role for future business relationships. Business etiquette is therefore, within the world of business, an interesting area to study. Purpose: The purpose of this essay is to clarify what knowledge and understanding companies, listed on the Swedish stock exchange, possess towards business etiquette, their viewpoint on etiquette education and finally to ascertain whether or not those companies perceive business etiquette to be pivotal to success. Methodology: In order to attain our purpose of this essay we found it most suitable to utilize both a quantitative and qualitative research method. To obtain a deeper understanding, two personal interviews, with professionals within the field of business etiquette, were carried out. A questionnaire was sent out to 100 companies and four personal interviews, with representatives from two different banks, were also conducted. Conclusions: We have come to the conclusion that many business deals fail due to lack of appropriate etiquette. According to the respondents, business etiquette could be a suitable tool to achieve success in business. Our analysis shows that business etiquette is a collection of rules where common sense, judgment, humility and respect are important aspects that should pervade conduct toward colleagues and customers. According to our survey, the customer is imperative in business relations and the employees should therefore perform situational in accordance to the customer’s expectations. A conclusion could be drawn that if a company succeeds in offering the customer greater value, in comparison with its competitors, it will give the company a competitive advantage and result in profitability. / Bakgrund: Vett och etikett blir alltmer betydande i affärer. I dagens konkurrenskraftiga företagsklimat tyder allt fler tecken på att social kompetens kan påverka om ett affärsavtal sluts eller inte. Denna typ av kompetens kan vara helt avgörande vid ett första affärsmöte och även återspegla framtida affärsrelationer. Affärsetikett är alltså ett viktigt område i näringslivet, och därför intressant att studera. Syfte: Syftet med denna studie är att studera svenska börsbolags kunskap om affärsetikett och deras ställningstagande till utbildning i ämnet. Slutligen vill vi ta reda på om företagen ser affärsetikett som en framgångsfaktor i affärer. Metod: För att uppnå vårt syfte valde vi att kombinera en kvantitativ med en kvalitativ ansats. För att öka vår förförståelse utfördes först två djupintervjuer med kunniga i ämnet. En enkät skickades sedan ut till 100 stycken börsbolag och ytterligare fyra personliga intervjuer genomfördes med två svenska banker. Slutsatser: Vi har kunnat konstatera att alltför många affärer misslyckas på grund av dålig etikettkunskap. Enligt respondenterna kommer affärsetiketten in som ett lämpligt verktyg för framgång i affärer. Undersökningen visar på att affärsetikett utgör ett regelverk där sunt förnuft, omdöme, ödmjukhet och respekt är viktiga aspekter, som ska genomsyra uppförandet gentemot kollega och kund. Vidare har det framkommit att kunden är det centrala i affärsrelationer och personalens agerande bör därför situationsanpassas efter kundens förväntningar. Slutsatsen som kan dras är att om en organisation lyckas erbjuda kunden ett större värde, jämfört med konkurrenterna, kommer detta ge företaget konkurrensfördel som i längden utmynnar i lönsamhet.

This research explores the peculiarity of doing business in modern China. The author focuses on the country's cultural characteristics, specifics of Chinese communication and management styles, subtleties of business etiquette and negotiations as well as development of online commerce and other aspects of business dealings in China in the context of cross-cultural interaction. / В работе рассматриваются особенности ведения бизнеса в современном Китае. Автор акцентирует внимание на характерных чертах культуры страны, специфике китайского стиля делового общения и менеджмента, тонкостях бизнес-этики и деловых переговоров, а также на развитии интернет-торговли и других аспектах деловой культуры Китая в контексте межкультурного взаимодействия.

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

This project presents the cultural significance of establishing and maintaining business relationships with Chinese counterparts. It includes sample training modules to provide intercultural training for all firms engaged in business with China.

В диссертационном исследовании осуществлен анализ англоязычных текстов документов международных организаций с точки зрения структурных, лексико-семантических, функционально-стилистических и дискурсных особенностей, что дало возможность определить документы международных организаций как вид политического текста в системе международно-правовых документов и межкультурной коммуникации. В процессе работы над исследованием автором усовершенствовано определение коммуникативного процесса через призму расширения участников коммуникации и ее трактовки не с позиции персонального актора, а относительно деятельности коллективных акторов в виде государств-участников коммуникативного процесса, целью которого является заключение международной сделки. Автором проведен анализ соотношения текста-дискурса через призму документов международных организаций и установлены взаимообусловленность и взаимозависимость этих элементов, – охарактеризовано употребление специальной лексики в текстах документов международных организаций и определена частотность употребления названий документов в зависимости от конкретных исторических обстоятельств. По итогам проведенного исследования автором было установлено, что: тексты документов международных организаций по своему содержанию являются политическими текстами, а по форме – документами дипломатично-регламентационного характера, являющимися одновременно результатом и средством воплощения политической воли государств для совместного решения проблем международных отношений, так как они создаются в результате политической коммуникации государств и других международных отношений и являются декларацией целей и механизмов деятельности институтов международного сотрудничества. Таким образом, в результате исследования было определено, что тексты документов международных организаций, как цельные единицы характерны для высокого уровня реализации текстовых категорий связности, целостности, информативности и завершенности. / The dissertation research analyzes the English-language texts of documents of international organizations from the point of view of structural, lexical-semantic, functional-stylistic and discourse features, which made it possible to define documents of international organizations as a type of political text in the system of international legal documents and intercultural communication. In the process of working on the study, the author improved the definition of the communication process through the prism of expanding the participants in communication and its interpretation not from the position of a personal actor, but in relation to the activities of collective actors in the form of states participating in the communication process, the purpose of which is to conclude an international deal. The author analyzed the correlation of text-discourse through the prism of documents of international organizations and established the interdependence and interdependence of these elements, characterized the use of special vocabulary in the texts of documents of international organizations and determined the frequency of use of document names depending on specific historical circumstances. Based on the results of the study, the author found that: the texts of documents of international organizations are political texts in their content, and in form they are documents of a diplomatic and regulatory nature, which are both the result and means of embodying the political will of states to jointly solve the problems of international relations, since they are created as a result of political communication of states and other international relations and are a declaration of the goals and mechanisms of the activities of institutions of international cooperation. Thus, as a result of the study, it was determined that the texts of documents of international organizations, as integral units, are characteristic of a high level of implementation of textual categories of coherence, integrity, informativeness and completeness.