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It's no surprise that the early 1980s have witnessed a resurgence of interest in etiquette books, since that's that usual reaction after a period of loose morals. The current vogue features the New Right, short haircuts, and proper behavior, a predictable backlash after the “Age of Aquarius,” the hedonistic 1960s: the age of love‐ins, be‐ins, and smoke‐ins. Two bestselling etiquette books in particular have parlayed this social milieu into commercial success: Miss Manners' Guide to Excruciatingly Correct Behavior (1982), and Eve Drobot's Class Acts (1982). Ms. Drobot, a Canadian journalist, realizes that those of the tribal 1960s have “shucked blue‐jeans in favor of 3‐piece suits: we are junior members of law firms…we have to take clients out to lunch, attend cocktail parties, and travel on business.”

Advocates training in business etiquette for auditors: an important “people skill” especially where the relationship of auditor and auditee is a delicate one. Discusses the basic principles underlying good manners and business protocol, trust, respect and mutual concern, and their expression in conversational aptitudes, order, propriety and convention. Also considers how to recover from lapses. Reports on a survey of the ranked concerns, with respect to etiquette, of 14 auditing executives.

Scholars in major us research universities were surveyed to explore the normative bases of acknowledgement behaviour. Measures of agreement and divergence were established in respect of five issue sets pertaining to acknowledgement practice: expectations, etiquette, ethics, equity and evaluation. The results confirm the substantive role played by acknowledgements in the primary communication process. Although few formal rules exist, it is clear that many scholars subscribe to the idea of a governing etiquette. The findings also suggest that acknowledgement data could be mined to lay bare the rules of engagement that define the dynamics of collaboration and inter‐dependence among scholars.

Two hotel guests repeatedly took food from various breakfast buffets every morning before starting the daily tour. Not only is this considered a violation of etiquette, it also violated the hotel restaurant policy. Following complaints from other tour group members, and a polite but firm request from a hotel restaurant manager to address the unacceptable behavior, the tour guide was faced with a dilemma. As the offenders were, after all, his customers, the guide risked offending his clients by asking them to respect hotel policy. If he did nothing, the tour guide risked the appearance of ignoring the other clients who adhered to proper etiquette and felt embarrassed by association. He also risked damage to his reputation as a tour guide, as well as damage to the professional relationship between his employer and the hotel if he did not act.

The purpose of this paper is to explore the role of budi, a concept incorporating moral values and intellect, in shaping the Malay workplace ethics and behaviour of the Malays.

This is a conceptual paper investigating how existing knowledge of budi and Malay cultural traditions manifests and affects contemporary workplace practices.

Although the origins of budi can be traced back to pre-Islamic Malay civilisation, its influence can still be found in contemporary workplace settings. For example, the hierarchical organisational structure and workplace etiquette that characterise Malay managerial practices are related to budi. At the same time, this paper also suggests that budi may potentially serve as a catalyst for certain less desirable work practices, including the greater importance attached to prioritising social relations over work performance.

In analysing budi, the paper explores a largely overlooked cultural concept within management literature. Although the Malay world is a rapidly growing centre of economic and business activity, relatively little scholarly attention has been devoted to exploring the cultural underpinnings and foundations that shape and influence Malay managerial and workplace practices among Malays.

This study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.

The data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.

The results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.

It is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.

Arguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

Early Polish press advertising (between 1850s and 1939) was characterized by a distinctive and today’s extinct combination of elements of persuasion and exceptional courtesy toward potential customers. The purpose of this paper is to show the place of customer psychology in the earliest Polish advertising textbooks in the context of the actions of Polish press advertisers at that time, convinced of the susceptibility of their recipients to courtesy, appreciation and flattery.

Historical method based on archival research in Polish digital libraries was used with the aim of identifying and analyzing primary sources, enriched by examples of advertisements from pre-1939 newspapers and historical periodicals illustrating the phenomenon in question and by the findings of more recent Polish-language research papers.

The issue of courtesy was, in fact, discussed by many authors of Polish advertising textbooks in the period under study. They viewed excessive courtesy in print advertising as an unmodern approach. However, empirical research from 1936 has been preserved which proves that a combination of persuasion and courtesy in advertising was perceived as most effective by its target groups.

This study introduces hitherto unknown Polish marketing thought and practice, drawing on the earliest, mostly forgotten Polish marketing textbooks and other primary sources from the years 1896 to 1939. Thus, this study contributes to the body of research on the history of advertising.

Presents the results of an empirical analysis of the cultural differences between Australian and Japanese populations in a tourism context. Argues that the challenge for tourism marketers lies in understanding the cultural make‐up of the Japanese market, and developing culture‐oriented marketing strategies. Identifies the major reasons for the decline in Japanese tourist arrivals to Australia. Compares the Japanese and Western cultural orientation. Describes and interprets the cultural dimensions identified by a principal components analysis. Determines the most critical cultural dimensions and their indicators by a LISREL analysis. The findings show that the key cultural factors influencing Japanese holiday experiences in Australia are culturally determined perceptions of service and interpersonal relations with hosts. Presents the impact of cultural traits on Japanese tourist perceptions of Australian service and interpersonal contact with hosts. Discusses the implications of these findings for tourism marketers.

Netiquette is derived by merging the words network and etiquette. More specifically the term netiquette has been described as the conventions of politeness recognized on Usenet and in mailing lists. In the context of the new Internet global culture, attempts are being made to identify common standards of etiquette. Literally hundreds of specific netiquette suggestions are published. Identifies the following most frequently cited specific suggestions for online users: think first; write in upper and lower case; avoid abbreviations; be concise; avoid smileys; don’t flame; don’t take offense easily; don’t evangelize; and know the audience. Netiquette breaches do not always bring retribution. Most breaches of politeness and courtesy may do no more than reflect poorly on the individual user. One who knows the rules of this new culture may well have an advantage over one who does not.