apply) The staff's attitude and predisposition to service Appropriate training and induction of employees Recruitment and selection of employees Overall culture of the company Ensuring all employees make the same hourly wage so no one is upset Some form of process for monitoring performance of the service encounter/gathering feedback apply) The staff's attitude and predisposition to service Appropriate training and induction of employees Recruitment and selection of employees Overall culture of the company Ensuring all employees make the same hourly wage so no one is upset Some form of process for monitoring performance of the service encounter/gathering feedback