Assessment of impact of risk analysis on delivery of e

Appraisal of effect of hazard examination on conveyance of e Strategy has been portrayed by Collis and Hussey (2007, p.78) as a methodology utilized in exploration to arrange and design the general methodology wherein the examination objectives and questions are tended to. Also, various assignments are conveyed to guarantee that the examination is fruitful since the discoveries and investigation rely vigorously upon the procedure applied. At the end of the day, philosophy is the center of a research.Advertising We will compose a custom exposition test on Assessment of effect of hazard investigation on conveyance of e-learning programs in colleges of Saudi Arabia: Methodology explicitly for you for just $16.05 $11/page Learn More According to Goddard and Melville (2001, p.1), research strategy as a procedure helps in responding to researcher’s unanswered inquiries and making which that didn't exist in any case. In regard to the examination study, distinctive exploration factors which incorporate hazard investigation hypothesis will be ap plied. To accomplish the examination point and targets, subjective exploration strategy and exploratory exploration configuration will be utilized. The gathered information is applicable and identified with hazard appraisal in e-learning in Saudi Arabia colleges. The exploration approach A very much characterized research approach assumes an indispensable job in making an examination more extravagant in content by following a coherent and stepwise system for the assortment of information. As indicated by Gliner and Morgan (2000), there are two exploration approaches which are generally, in particular inductive and deductive methodologies. The exploration will utilize deductive examination approach in view of its pertinence in gathering an enormous volume of information which was required for the examination. What's more, contrasted with the inductive methodology, deductive exploration approach is increasingly strong to the assortment of progressively bona fide information. In course of the examination, the analyst will move from general focuses to progressively explicit focuses. For example, the idea of e-learning will be examined trailed by its effects on understudies learning, trailed by conversation on the effect of hazard investigation on e-learning programs by colleges in Saudi Arabia. This will guarantee that the objectives of the exploration were accomplished all through the examination procedure. The deductive exploration approach is fitting and credible as it lessens ambiguity and inclination in the examination discoveries and ends. The examination strategy Because of the idea of the exploration, the specialist will embrace subjective examination technique. This is on the grounds that a subjective examination strategy permits an analyst to comprehend a specific social marvel and find the most deepest importance (Pratt 2006; Newman Benz 2006). Regarding the exploration study, subjective examination technique will be utilized to get viewpoints, perspect ives, and significance of significant enthusiasm of individuals from the Ministry of Higher Education in the National Center for E-Learning and Distance Learning Saudi Arabia. This will permit the scientist to get top to bottom data and information comparative with the subject under investigation. Furthermore, it will be conceivable to get at individual level with the members since talk with which is a subjective information assortment technique will be used.Advertising Looking for thesis on instruction? We should check whether we can support you! Get your first paper with 15% OFF Learn More From the point of view of the members, the scientist will be able to comprehend the circumstance of e-learning in Saudi Arabia. Since no evaluation of the gathered information is required, subjective examination strategy will guarantee that extrapolation, comprehension and brightening of the circumstance comprehend study is acknowledged (Golafshani 2003, p.600). The exploration structure Marczyk , DeMatteo Festinger (2005) note that an examination configuration is urgent feature of an examination concentrate as it aids the ID of the fitting exploration strategies in order to meet the necessities of the exploration approach. Iacobucci and Churchill (2010, p.58) have characterized research structure as an arrangement in study, which is utilized as a guide while gathering and examining information. In this line of setting, exploratory examination configuration will be embraced on the grounds that it permits a specialist to assemble fundamental data required in characterizing the examination issue. Moreover, it is significant as is helps with investigating key realities and data about the examination issue. For instance, exploratory examination configuration will be embraced to get the realities of e-gaining from the individuals from the National Center for E-Learning and Distance Learning Saudi Arabia. The motivation behind why exploratory examination configuration will be uti lized is on the grounds that it indicates a solid, substantial and summed up way to deal with the assortment of information. Therefore, mistakes can be analyzed in a proper route and in an opportune way (Greig, Taylor Mackay 2007; Iacobucci Churchill 2010, p.60). Besides, exploratory examination configuration means the pertinence of information that is gathered during the characterized procedure. The utilization of the exploratory examination configuration will make conceivable by consolidating it with subjective examination strategy. What's more, data accumulated will be incorporated together through hazard investigation hypothesis embraced in the examination. In conclusion, exploratory examination has been picked on account of its capacity to offer the analysts appropriate data just as help in responding to the exploration question. This was accomplished through data and information assembling and making speculations identified with the examination study. The information assortmen t Before information assortment is conveyed, assent will be looked for from 70 members from the Ministry of Higher Education in National Center and Distance Learning in Saudi Arabia. Besides, the members will be educated regarding the idea of the examination, its objectives, goals, and why the exploration is being conveyed. Likewise, a letter from the college and an introductory letter sketching out the reasons for the exploration study will likewise made accessible to the members and the applicable power. It is basic to take note of that in this investigation both auxiliary and essential information assortment techniques will be used.Advertising We will compose a custom paper test on Assessment of effect of hazard examination on conveyance of e-learning programs in colleges of Saudi Arabia: Methodology explicitly for you for just $16.05 $11/page Learn More Because of the idea of the exploration study, eye to eye interviews combined with by and by regulated surveys will be utilized to gather information and data from the chose members from the Ministry of Higher Education in National Center and Distance Learning. The scientist will utilize semi-organized meeting timetables to get the necessary data from the members. This infers the efficiently organized inquiries will be posed to beginning with general to the particular. To keep away from inclination during the information assortment strategy, driving inquiries will be maintained a strategic distance from. The analyst knows about the results of posing any driving inquiries and to guarantee inventiveness and both inward and outer legitimacy and dependability, the scientist will offer clarification where the members may not comprehend in justifiable information conceivable. Inspecting strategy Generally, it is typically difficult to convey an examination concentrate on a whole populace, for example, in all colleges in Saudi Arabia. Thus, examining is essential in guaranteeing that a segment of the populace is ch osen to speak to the whole populace. Albeit subjective examination doesn't require the utilization of the gathered outcomes for speculation purposes, the specialist thought that it was imperative to complete testing to guarantee that impartial example was chosen. In this specific examination, basic irregular inspecting strategy will be utilized for test choice purposes. As indicated by Greene and Hogan (2005), straightforward irregular inspecting is utilized to give an equivalent opportunity to each individual from the college to be chosen to be a piece of the example utilized. Basic irregular inspecting has been depicted as an examining procedure which includes the determination of a gathering of members to consider a bigger populace. Moreover, every member is picked based on possibility, implying that every person in the enormous populace has a similar possibility as the chose member. In this line of figured, the scientist will receive arbitrary inspecting to choose 65 individuals from the Ministry of Higher Education in National Center and Distance Learning in Saudi Arabia. To guarantee that every one of the person from the Ministry of Higher Education in Saudi Arabia was all around spoke to in the example, the rundown of all individuals from the Ministry of Higher Education in National Center and Distance Learning in Saudi Arabia will be figured. Out of the populace, 65 arbitrary numbers will be chosen which will shape the portrayal of the example of the exploration study. Among the 65 subjects, 15 will experience up close and personal meetings while the 50 be a piece of self controlled questionnaire.Advertising Searching for paper on training? We should check whether we can support you! Get your first paper with 15% OFF Find out More The significant favorable position of utilizing straightforward irregular inspecting in the exploration is its capacity to diminish any likely human inclination during the choice of the subjects remembered for the investigation test (Fink 2006, p.48). Thus, straightforward testing will furnish the scientist with an examination test which is a delegate of the populace under investigation. What's more, speculations of the outcomes can be effortlessly done since the example under investigation will speak to Ministry of Higher Education in National Center and Distance Learning in Saudi Arabia which is the body which goes about as overseer for e-learning in Saudi Arabia. This will guarantee that the analyst accomplishes outer legitimacy which is significant in an investigation. Be that as it may, the inspecting method doesn't need insect

QUIZ What Career In Health Should You Choose

Test What Career In Health Should You Choose So you’re contemplating going into medicinal services however not exactly sure where you would fit in best? The human services field is continually developing and continually needing fresh recruits. Human services is so expansive it ranges from being aâ medical right hand, enrolled nurture, advisor, drug specialist, home wellbeing assistant, and there’sâ so significantly more. The field is so different so you’re bound to locate your ideal fit. This test is ideal for helping you choose your way into wellbeing care. Source [Playbuzz]

Strategic Marketing Management and A Study On Emirates Group

Questions: 1.1 Discuss the standards of vital administration and the job of vital promoting the executives in Emirates Group.1.2 Explain the procedures engaged with vital advertising. Delineate your answer with models from Emirates Group.1.3 Evaluate the connections between vital showcasing and corporate technique. Give instances of how showcasing methodology is impacted by corporate technique in Emirates Group?2.1 What are the various instruments and models utilized in vital advertising the board? Clarify them and evaluate the estimation of models utilized in the key advertising arranging of Emirates Group? Is it accurate to say that you are Daunted by the Thought of Due Assignments? Benefit Our Services and Receive Assignment Help from Experts. 2.2 Discuss the connections between key situating and showcasing strategies. How are the strategies identified with the vital situating utilized by Emirates Group?2.3 Analyze the benefits of utilizing relationship showcasing in a given key advertising methodology of Emirates Group. 3.1 For the chose association, what are the development openings? Utilize suitable showcasing procedures to find out development openings in a market. 3.2 What are the diverse showcasing procedure alternatives accessible to this association? Plan how to utilize the advertising methodology alternatives in a market?3.3 Create proper showcasing destinations for the promoting plan, in light of your exploration of the association and the chose showcase. 4.1 Based on your exploration of the present outer condition, report on the effect of changes in the outside condition on an advertising technique for Emirates Group.4.2 Conduct an interior examination to distinguish current qualities and shortcomings in a showc asing methodology as applied to the Emirates Group. 4.3 What are the key nearby, national or worldwide rising subjects influencing the association? Propose vital advertising reactions to enter rising topics in a promoting procedure. Answers: 1.1. Standards of Strategic Management and Role of Strategic Marketing Management in Emirates Group The idea of vital administration rose in 1970s and in the current unique business condition significance of vital administration has been expanding quickly (Viljoen and Dann, 2003). Vital administration exercises incorporate turn of events, correspondence just as execution of the vital arrangement. Vital administration is comprised of five significant constituents: vision, destinations, procedure, usage and correction. The standards of key administration center around thinking about various pieces of an association as entirety. Key administration considers the outer condition of a firm and it centers around picking up the upper hand. The vision of an association helps in showing capability of the organization and the states which are wanted to accomplish in future. Along these lines, the targets are set which should be accomplished by the organization. The subsequent stage of the key administration of the organization is to create methodology which will help in meeting the goals (Hun ger and Wheelen, 2000). Vital administration of an association is answerable for planning an arrangement for actualizing the systems. Thusly, it screens the arranged exercises with the goal that the accomplishment of the objectives is guaranteed. The corporate methodology has a noteworthy connection with the key advertising procedure of the firm. It has been discovered that the showcasing methodologies are the necessary piece of the corporate technique so as to accomplish the hierarchical targets (Anderson and Vincze, 2004). Vital advertising is one of the most basic business elements of Emirates Group. Emirates bunch is a huge association and a noteworthy association in the movement, the travel industry and relaxation industry. By and by, it has fifty specialty units alongside related organizations and it is fundamentally situated in UAE. The worker base of the organization is more prominent than 62,000. Emirates carrier is one of the main worldwide aircrafts and it is one of the key division of the gathering. Dnata is related with offering administrations in the field of IT arrangement, travel, load, ground dealing with and flight providing food (Theemiratesgroup.com, 2015). From the yearly report of the firm it has been di scovered that the organization has had the option to proceed with its development throughout the years. The income of the organization has expanded by 13.4% and the working benefit is improved by 50.1%. In 2013-2014, it was evaluated that the limit of the aircraft has upgraded by 32% and the net revenue has been expanded to 3.9% from 3.1% in the earlier year. These figures plainly show that the organization has had the option to deal with its showcasing exercises proficiently for accomplishing reliable development (Emirates United Arab Emirates, 2014). The key promoting in the Emirates bunch is liable for assurance of proper evaluating procedure, item technique, showcasing correspondence system, client relationship the board procedure for guaranteeing development regardless of the worldwide challenges(Fernando, Mat Saad and Sabri Haron, 2012). Key advertising has concentrated on combination of limited time exercises through reception of the internet based life. The positive monetary advantages of the organization are credited to the vital promoting the board of the Emirates Group (Chernev, 2012). 1.2. Systems Involved in Strategic Marketing Vital advertising is a methodical methodology that centers around the structuring methodologies for the association so as to guarantee fruitful accomplishment of the authoritative goals (Viljoen and Dann, 2003). The strategies associated with the vital advertising the executives can be examined by considering the methods if there should arise an occurrence of the Emirates Airline, key division of the Emirate gathering. Vision and Value Analysis: The initial step of vital advertising is to dissect the statement of purpose of the association for breaking down the reason for presence of the organization. Emirates Group has essentially centered around the business morals as the establishment of their prosperity. The organization has been giving consideration to the clients, workers, investors alongside the network and condition (Jeffs, 2008). The organization is boards of trustees for accomplishing best expectations in each part of operational exercises. Moreover, it has been distinguished that the organization has been accentuating on keep up the worldwide notoriety for greatness in the business. This unmistakably suggests the items and administrations of the organization should be separated, updated on request to hold the business initiative in the worldwide market (Anderson and Vincze, 2004). Circumstance Analysis: The following significant advance of the vital showcasing technique is the investigation of circumstance. Different key administration instruments are utilized by the administration of the association for dissecting the circumstance. If there should arise an occurrence of Emirates gathering, the administration may utilize SWOT investigation for getting a fundamental diagram of the inside circumstance through recognizable proof of the significant qualities and shortcomings of the organization alongside the outer circumstance through IDs of the open doors just as dangers. Also, Porters five powers investigation can be directed through getting a knowledge in regards to level of rivalry, state of the providers, client examination and so forth. PESTEL investigation is helpful for examining the macroeconomic condition of the association. It helps in breaking down the political, financial, social, innovative, ecological and lawful elements. PESTEL investigation is successful so as to decide business joining in new country (Jeyarathnam, 2008). Situational examination encourages the organization to perceive the elements which are essential to consider at the time o improvement of showcasing procedures (Capon, 2008). Setting Objectives: One of the most significant procedures of vital promoting the board is to set showcasing destinations which is lined up with the corporate targets, qualities and crucial the organization. If there should be an occurrence of Emirates Group, broad significance has been given to set SMART goals for a specific time of time(Henry, 2008). Advancement of Strategy: Technique improvement is one of the most significant parts of key administration. In the event of Emirates gathering, the organization considers the ramifications of vision and worth investigation, circumstance examination for improvement of the proper advertising technique. Improvement of the promoting procedure guarantees that the key objectives set by the association are met successfully (Jeyarathnam, 2008). Assessment: The arrangement of methodologies are actualized in various degrees of the association. These methodologies are required to convey the ideal result and subsequently, should have been observed (Jeffs, 2008). Consequently, one of the significant obligations of the key administration branch of Emirates Group is to assess the procedures so as to discovers its viability for the organization and pertinence to the pre-decided targets (Clark, 2000). 1.3. Connections between Strategic Marketing and Corporate Strategy and Influence of Corporate Strategy on the Marketing Strategy of Emirates Corporate methodology is viewed as the base of every single other arrangement or technique of the association. It is obvious that the vital showcasing exercises have a huge relationship with the corporate technique of the firm. Corporate system is created based on the vision, strategic, culture and objectives of the organization. The practical system of the association centers around advancement of methodologies identified with account, showcasing, innovative work, data innovation, activities, human asset and so on. All the practical systems are produced for meeting the hierarchical destinations and lining up with the corporate technique of the association. Corporate technique is the establishment of all the business systems including the promoting procedure of the association. Regularly the key advertising matches with the corporate technique for meeting the hierarchical destinations through showcasing exercises. Th

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Brand and Online Grocery - 1405 Words

CASE STUDY REPORT FreshDirect www.freshdirect.com Online Grocery Store BACKGROUND/HISTORY FreshDirect is an online grocer that provided 100% fresh foods to locations near you and to your front door. It allows you to order your food online and delivery of your food will come the next day. The primary business of FreshDirect to is provide healthy fresh foods for you to shop online without going to the grocery store. FreshDirect key players would be the founders of the company, Joseph Fedele and Jason Ackerman (CEO). FreshDirect started off in New York City about six years ago and is growing and profitable. So far this year, the company s CEO Rick Braddock, says that in the first few weeks of 2010 his company has been growing at an†¦show more content†¦* Another big threat for FreshDirect that; early 2007 NYC government proposedcongestion charges for traffic entering into Manhattan. * Local stores or distributors also make a strategy for delivery perishable productsto the customers. * Rising of fuel price may also a potential threat on FreshDirect; and penaltiesoccurred from parking violation has also big pressure on FreshDirect. * FreshDirect visible cardboard boxes are also environmental threat. * FreshDirect trucks parked in big city streets had made the traffic congestionproblems worse. * The rival of FreshDirect may adopt the advanced food technology softwaresystem. ANALYSIS VIA PORTER’S FIVE FORCES MODEL It is important to analyse the competitive nature of the online grocery industry in order toassess the position of FreshDirect. The Portert’s 5 Forces tool will enable to makestrategic decisions in orders to increase profitability. Threat of New Entrants The new entrants requires a big capital, experience, understanding the advance technology system, learning online grocery and access to suppliers and distributors (Low). Threats of Substitue The local suppliers, distributors and corner stores are other options of customers to buy fresh food. But FreshDirect is familer of its brand name, and mostly customer are loyal with FreshDirect. Power ofShow MoreRelatedImpact Of E Commerce Of Fmcg Sector Essay1362 Words   |  6 PagesImpact of E-commerce of FMCG Sector Grocery and FMCG sales together constitute approximately 62% of the Indian retail sales, both unorganized and organized (Modern retail and E-commerce) sectors combined. Organized retail in India is growing its share in India but modern trade has not taken off the way it should have because of various reasons very specific to India. 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Persuasive Speech On Year Round School - 1120 Words

Kate Husted Com 115 H12 September 14, 2017 Persuasive Speech Persuasive Speech Preparation Outline General Purpose: To persuade. Specific Purpose: To persuade my audience that CECFC should implement year-round school. Central Idea: I researched this topic extensively and discovered the benefits of year round school, developed a plan to implement it, as well as reasons why this plan is possible. Introduction Topic Introduction: Refer to attention grabber for topic introduction. Attention Grabber: Jeremy Bloom is the youngest man in history to make the â€Å"U.S. Ski Team, he was national champion while still in high school and world champion and Olympian at age 19 (Pullen, 2015). He nearly missed medaling in the Olympics. I wonder what he might†¦show more content†¦Credibility: I researched this topic extensively and discovered substantial benefits of year round school, customized a plan to implement it based on prior successes, and documented the reasons why this plan is possible and promising for CECFC. Preview Main Points: Refer to Central Idea and Credibility for thesis statement. TRANSITION: Refer to Central Idea. Body Main Point 1: Why is this policy necessary? A. Optimize use of school funding money (in other words taxes). B. Better utilize school property throughout the year (NEA, 2017). C. Allow teachers to work additional terms annually and earn more income if desired. D. Two short breaks annually (plus holidays) versus one long break reduces â€Å"brain drain† (Huebner, 2017). E. Provide flexibility for students who benefit from non-traditional vacation schedules. i. Like Jeremy Bloom in March. ii. Abby the aspiring accountant in April. iii. 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Understanding the role of women during Elizabethan time helps understand why Lady Macbeth is categorizedRead MoreThe Television Show Shark Tank1608 Words   |  7 Pagespracticing and working hard in sports and school the American dream can be achieved through the same way. The sharks help prove this through their own success stories and through the contestants they have helped achieve the dream as well. Another example of shark tank embodying the American Dream is, in the article, â€Å"Shark Tank for Kids: This Game Delivers the American Dream† by Dan Kadlec it says, â€Å"I want to give my students a taste of this dream, while teaching persuasive language, entrepreneurship, andRead MorePeer Pressure2910 Words   |  12 Pagesevery competition? Here are a few good debate topics that you can choose from for the next time you organize a debate. As a student, one topic which I remember always making the rounds of the debating circuit was, does violence in television and movies influence the way children behave? By the end of my learning years, I was sure that I had heard every argument that could have been made about the topic. After all, how many examples can you give from television and how many instances of juvenileRead MoreThe East St. Louis Race Riots3170 Words   |  13 Pagesdevelopment of the The National Association for the Advancement of Colored People, and from that, Rosa Parks did not give up her seat on the bus. The creation of the NAACP also influenced the Little Rock, Arkansas incident, Martin L. King’s â€Å"I Have a Dream† Speech, and many other things which eventually led to equal rights for everyone with the Civil Rights Act of 1964. This paper will explain the riots and how it shaped our government into providing equal jobs for all races. The East St. LouisRead MoreTax Evasion2130 Words   |  9 Pagesevasion in Singapore or any other country of your choice? Is it because Singaporeans fear state punishment or because they are satisfied with the performance of the state? Or is there any other explanation? Which explanation(s) do you find most persuasive? Why? Tax evasion, the illegal negligence in taxpaying and misrepresentation of tax returns to reduce one’s tax liabilities, is at a low level in Singapore. With Singapore’s strong tax enforcement, Singaporeans fear state punishment, deterring

Progress And Movement In America Essay Example For Students

Progress And Movement In America Essay Websters Collegiate Dictionary defines progress as to develop to a higher, better, or more advanced stage. In todays society, there are many views on the educational and economic progress of African Americans. They have encountered many stages during the civil rights movement such as Jim Crow Laws; and are now entrepreneurs; middle-class Americans, and some attend college. Despite this, presently, African American achievement has not been as significant since. The question at hand is that in modern times, is it progress or just purely movement? (Morrison) The Civil Rights Movement was a political, legal, and social struggle to gain full citizenship rights for black Americans and to achieve racial equality. The civil rights movement was first and foremost a challenge to segregation, the system of laws and customs separating blacks and whites that whites used to control blacks after slavery was abolished in the 1860s. During the civil rights movement, individuals and civil rights organizations challenged segregation and discrimination with a variety of activities, including protest marches, boycotts, and refusal to abide by segregation laws. Many believe that the movement began with the Montgomery bus boycott in 1955 and ended with the Voting Rights Act of 1965, though there is debate about when it began and whether it has ended yet. The civil rights movement has also been called the Black Freedom Movement, the Negro Revolution, and the Second Reconstruction. (Encarta) Generally put, it was an effort to ensure African American entry into the White Society. Some of the most important goals of African American leaders during the civil rights movement were to gain voting rights, and to gain the right to be able to go to any institution they so chose without being denied service. Dr. Martin Luther King Jr., President of the Southern Christian Leadership Conference, felt that black people could prosper economically and educationally in the White Mans World if allowed the same opportunities as White Americans. Through events such as the Montgomery Bus Boycott, the march from Selma, Alabama to Montgomery and the Woolworth Student Sit-In, African American rights has been almost totally acquired in modern times. Since the Civil War, much of the concern over civil rights in the United States has focused on efforts to extend said rights fully to African Americans. The first legislative attempts to assure African Americans an equal political and legal status were the Civil Rights Acts of 1866, 1870, 1871, and 1875. Those acts gave African Americans such freedoms as the right to sue and be sued, to give evidence, and to hold real and personal property. The 1866 act was not active, and was reenacted in 1870 only after the passage of the Fourteenth Amendment. The fourth Civil Rights Act attempted to guarantee to the African Americans those social rights that were still withheld. It penalized innkeepers, proprietors of public establishments, and owners of public conveyances for discriminating against African Americans in accommodations, but was invalidated by the Supreme Court in 1883 on the ground that these were not properly civil rights and hence not a field for federal legislation. The 20th-century struggle to expand civil rights for African Americans has involved the National Association for the Advancement of Colored People, the Congress of Racial Equality, the Urban League, the Southern Christian Leadership Conference, and others. Another struggle now is that the Voting Rights Act of 1965 is indeed an act; not law. African Americans must indeed struggle to keep this right in the future. However, the 20th-century generation is lazy because a lot has been accomplished for us, and now we simply take a back seat for it all. Other views on this represent that African Americans now focus on accomplishing the miniscule things in life like fixing up the ride with dubs and a system. (Barnor) African Americans have achieved a lot since the Civil War. Unfortunately, the progress can be compared to an S curve, or a Learning Curve. At first, acceptance is slow. Fahrenheit 451 compared to the movie The Power of Essay It is then tested to make modifications. After a period, critical growth occurs; until the mature stage, where it is essential and mainstream. Has African American progress reached its mature stage? .

5 Easy Activities for Teaching Point of View

5 Easy Activities for Teaching Point of View The perspective from which a story is told is called  its point of view.  Understanding point of view helps students effectively analyze literature,  improves their critical thinking skills, helps them  understand the author’s purpose, and increases their ability to recognize potential bias. Types of Point of View First person: The main character is telling the story. Uses words such as I, we, and me.Second person: The author is telling the story directly to the reader. Uses words such as you and your.Third person: The author is telling the story, but is not part of it. Uses words such as he, she, and they. Some third-persons narrators are all-knowing, but others have limited knowledge. Types of Point of View Children’s books can make an excellent option for teaching point of view for all grade levels because they often offer concise examples. The three main types of point of view are: First person. A  first person point of view story  is written as if it is being told by the main character and  uses words such as I, we, and me. Two examples are Green Eggs and Ham by Dr. Seuss, or I Love You, Stinky Face by Lisa McCourt. Second person. A story told from the second person point of view puts the reader in the action by using words such as you and your. It can be found in titles such as The Monster at the End of This Book by Jon Stone or If You Give a Mouse a Cookie by Laura Numeroff. Third person. Stories written in third person show an outsider’s point of view using  words such as he, she, and they. Books written  in third person  include Stephanie’s Ponytail by Robert Munsch or Officer Buckle and Gloria by Peggy Rathman. There are two different ways third person books may be written:  omniscient and limited. Sometimes, third person point of view  is broken  down further to objective point of view in which the author acts only as a narrator. This style is prevalent in many fairy tales.  Ã‚   In a book using omniscient point of view, the author writes from an outsider’s point of view but  offers  the perspective of multiple characters.  Blueberries for Sal by Robert McCloskey is one example. A third person limited point of view tale is written  from an outsider’s perspective, but the reader only follows the story based on what the main character knows. Harold and the Purple Crayon  by Crockett Johnson or  Bread and Jam for Frances by Russell Hoban are two  examples. Using a Point of View Anchor Chart Anchor charts are visual aids to helps students work more independently. As an instructor teaches a lesson, the core concepts and relevant facts are added to the chart. The completed anchor chart provides students with a resource to which they can refer if they have difficulty remembering the steps or concepts of a lesson. A point of view anchor chart reminds students of the different point of view types with keywords and phrases and examples of the pronouns used to indicate each type. For example, a student reading If You Give a Mouse a Cookie reads the line, â€Å"If you give a mouse a cookie, he’s going to ask for a glass of milk. When you give him the glass of milk, he’ll probably ask for a straw.† He sees the keyword â€Å"you† that indicates that the author is addressing the reader. Based on the anchor chart keywords, the student  identifies the book’s point of view as  second person. Point of View Scavenger Hunt Help students become adept at correctly identifying point of view with a scavenger hunt. Visit the library or bookstore or provide a wide assortment of children’s books in the classroom. Give students a sheet of paper and a pencil. Instruct them to work on their own or in small groups, searching for at least one example (and listing its  title and author) of a book for each point of view type. Pronoun Perspective This hands-on activity will  help students gain a more concrete understanding of the three main points of view. First, divide a whiteboard into three sections: 1st person, 2nd person, and 3rd person. Next, select one student to perform an everyday activity, such as making a sandwich. The student will narrate each step using first-person pronouns as he completes it. For example, â€Å"I am placing two slices of bread on a plate.† Write the student’s sentence in the 1st person column.  Then, choose other students to restate the same sentence in 2nd and 3rd person, writing their sentences in the appropriate column. Second person: â€Å"You are placing two slices of bread on a plate.† Third person:  Ã¢â‚¬Å"He is placing two slices of bread on a plate.† Repeat the process for all steps of making a sandwich. Point of View Flip Help students understand how point of view changes a story. First, read or tell the traditional story of  The Three Little Pigs.  Discuss with students how the story would  change if it were being told in first person by  one of the pigs or the wolf, rather than being told in third person.   The third pig wouldn’t know anything that  happened before his brothers arrived, breathless, at his door. Is he relieved that he can help his brothers? Angry that they led the wolf to his house? Proud that his home is the strongest? After your discussion, read The True Story of the Three Little Pigs by Jon Scieszka, which relates the tale from the wolf’s point of view. Comparing Points of View Another way to help students understand point of view is to choose a book that tells the same story from multiple points of view, such as Voices in the Park by Anthony Brown. (Older students may enjoy using  Wonder by R.J. Palacio for this activity.) Read the book. Then, use a Venn diagram to compare the differences and similarities of the events based on two or more characters’ points of view.

Are These Not Also Men essays

Are These Not Also Men essays Are These Not Also Men? In 1511, Fray Antonio Montesinos spoke the words, Are these not also men? His famous quote was a response to the mistreatment of the indigenous peoples that inhabited the Americas, by the conquering Spanish. Immediately upon discovering and colonizing the New World a widespread debate arose in regards to the usage and treatment of the native Indians. This debate was primarily focused on how to classify the Indians. Many people believed that the Indians were not human at all and should be allowed to be treated merely as slaves. The opposing side, the church, argued back that the Indians, no matter how seemingly uncivilized they lived, were humans. A major argument resulted and the question as to how a human being is classified as being a human became a fiery debate among many. The Spanish conquerors believed that, like animals, the Indians did not have rational souls, or the ability to reason. Also, in conjunction, the Conquerors used the views of a medieval Dominican named Thomas Aquinas as justification for their reasoning. Aquinas once stated that a rational soul was determined by the ability to become a Christian. Those not capable were considered to be brute animals. The Indians were often compared to parrots, or horses in the way they lived their lives. The conquerors needed the indigenous people to be considered less than human because if they were considered animals, forms of forced labor with out time off for religious learning could be used. An example was the encomienda. The Churchs point of view was that in order to have and maintain power in the New World they would need the numbers of the Indians to be included in their community as followers. Patricia Seed, the author of this journal offers her line of thinking. It is that both sides of the debate were trying to monopolize the Indians for their own benefits. The Spania ...

What are the driving forces of globalization and what effects does Essay

What are the driving forces of globalization and what effects does globalization have on the policy-making capabilities of states - Essay Example 256-260), â€Å"globalization integrates many countries together.† It is an observation that after globalization, developed and developing countries have got an opportunity to interconnect themselves together (Frieden, pp. 256-260). Since the time when people began to travel and explore the world outside their limited boundaries, an era of development commenced. This development was in the form of advancements in the trade patterns and scientific discoveries (Boutaleb, p.1). However, now the notion of development has acquired a very different and diverse context. It now includes learning from diverse group of people, intermingling of cultures, and working for mutual success. Thus, â€Å"Globalization is the phenomenon, which can be stated as intermingling of nations and people culturally, and economically† (Smith, p.1). Transportation and media has shortened the distances between two nations, as well as the people. In today’s era of globalization, one can acquire information about anything, and can move from one continent to another in a matter of time, which otherwise would require years of constant traveling. Moreover, on one hand, people had to perform their work with their hands and had to rely on primitive methods of earning and livelihood in previous years; however, in the recent years, globalization has given access to a bountiful of virtual, natural, and artificial resources that offer their utilization to change the lifestyles completely. It means that people can learn from others experiences and build further on rather than learning by experiencing it themselves and starting any work from scratch. People are social animals, created by God to develop and learn with mutual interaction and contact with the natural surrounding. An individual living on a deserted island cannot rely totally on his own skill as a survivor, no matter how courageous and introvert he is. He needs certain assistance and other human beings to talk, learn,

What makes china an attractive location for inward direct investment Essay

What makes china an attractive location for inward direct investment by multinational enterprises - Essay Example This project has incorporated over US $580 billion. The inward direct investment for China has grown with these developments in the economy. In 2007, foreign direct investments reached $83.5 billion. Foreign outflows increased further in 2008 and has grown steadily since. China went ahead to announce increased merger and acquisition deals to above one hundred and thirty mergers in 2008. Furthermore, merger and acquisitions in 2009 exceeded US $27billion. China’s strength in the international investment lies its ability to remain consistent through economic downturns (Qu et al 2010). Foreign outflow and inflows in China has been notably stable despite persistent downturns on the global threshold. Most studies attribute development of the Chinese economy and its financial stability to foreign investments. More than fifty per cent of Chinese exports come from foreign connections, located within the country. Moreover, three hundred out of five hundred of the world’s largest companies, have extended their productivity schemes to China. These foreign firms alone employ approximately twenty four million workers within China (Green et al 2010). The data taken shows that over three quarters of Western, Japanese and other Asian multinational organizations move to China’s domestic market (Urata et al 2006) Investors are especially attracted to China by low costs of labor and land. The Chinese labor force is among the largest in the world. It consists of over one hundred and four million in the productive sector. This number alone doubles the labor forces of Germany, US, Italy, Canada and Britain altogether. The Chinese market is also characterized by offer deficit besides the favorable costs of land and available labor. China is endowed with resources such as minerals for example, aluminum, bauxite and oil that are useful in the investment process. The nation’s investment is similarly influenced by money supply and recent account balances. Coun tries seeking to attract foreign investment use such methods as these. The methods involve creation of incentives by reduced taxation on exportation to China, critical recommendations on technology and favorable loaning processes along with good infrastructure for telecommunication and transport purposes (Paprzycki et al 2008). Chinese inward investments by and large exceed those that are made outside the country. The country has also resulted in creating provision for its international capital for own foreign investments. China’s overseas investments have been encouraged by overflow of resources and the country’s allegoric domestic demand. The country’s excessive capacity in production has led to sectors of the Chinese economy seeking international investment opportunities. This for the sake of further growth in such industries that bear an overflow. Furthermore, investments take advantage of quota free access to countries like the United States by investing di rectly through other nations such as Africa and Cambodia. Other nations have advantages such as location specificity and incentives (Wang, 2002). The United Kingdom for example provides with investment grants. Chinese foreign investments take advantage of this benefits. Investments by the Chinese firms is motivated by opportunities to gain knowledge on certain technologies. The Chinese foreign direct investment goes into other economies with the aim of obtaining technological knowhow. The technological knowledge later applies in China’s own production processes (Zheng, 2008). The Chinese government reinforces foreign investmen

Analysis of Hydrated copper sulphate Essay Example for Free

Analysis of Hydrated copper sulphate Essay Aim – To determine the molecular formula of hydrated copper sulfate. Requirements – Hydrous copper sulfate Electronic balance Evaporating dish Glass rod Tripod stand Bunsen burner Crucible Procedure – First I weighed 3g of hydrous copper sulfate on electronic balance and began heating it in an evaporating dish on top of a Bunsen burner. After the reaction was complete I measured the new weight to find a change in mass. Qualitative data – After the reaction was complete, the colour changed from blue to white due to a loss of water crystals. Faint green tinge became evident and fine white powder was formed from crystals. Continued heating led to formation of oliver green colour. Quantitative data – Original weight of hydrous copper sulfate – 3g Error in electronic balance  ± 0.001g (provided by the teacher) Data collection – Trial 1 1.96g Trial 2 1.87g Trial 3 1.94g Data Processing – To minimize the errors I conducted three trials and averaged the readings to find a more accurate answer. = 1.93 g  ± 0.001 Change in mass = (3  ± 0.001) – (1.93  ± 0.001) = 1.07  ± 0.002 The change in mass was due to the loss of water crystals. Water (H20) has a molar mass of 18g. Therefore the change in mass must be equal to the mass of water present in copper sulfate. No of moles of water evaporated = = 0.059  ± 0.002moles The molar mass of anhydrous copper sulfate is 159.6g. No of moles of = = 0.012  ± 0.001moles In the equation I took the no of moles of water as x because it is unknown. CuSO4.xH20 → CuSO4 + xH2O According to the equation the mole ratio between copper sulfate and water is 1: x. Therefore 1:x = 0.012  ± 0.001: 0.059  ± 0.002 x = = 4.9  ± 0.588 Conclusion – Hence the x value can be rounded off to 5 to get an integer answer. This means that in 1 molecule of hydrous copper sulfate there are 5 atoms of water present as crystals. The result is also equal to the literature value which was provided by the teacher and there seems to be no deviation because the answers are taken as integer and decimal points are excluded. The only systematic error present was in electronic balance. Moreover random error could have been caused during heating of the salt i.e. overheating or underheating. This error depends on the sight of colour change, therefore this is a very hard random error to eliminate. Evaluation – As the answer is taken as integer, there seems to be zero error however still a lot of errors are possible while conducting this experiment. During the heating of hydrous copper sulfate there maybe some water crystals still left due to inappropriate stirring and overheated or underheated salts could have also caused error. Main error which is inevitable is the hydration of crystals after being heated. The reaction is reversible and the after heating there could have been water vapour in the air which could have combined with the salt. Hence these can also lead to deviations in results. To improve upon these errors we must make sure that after the salt is heated, its weight must be measured immediately so that there is very less time gap between it. Furthermore proper stirring and care taken during heating can also minimize errors.

Feasibility Study of Starting a New Business :: GCSE Business Marketing Coursework

Feasibility Study of Starting a New Business Introduction This investigation will carry out a study to see if it would be feasible to open a new nightclub, 'Sinners' in Maidenhead town centre. Maidenhead is a small town in the southeast of England, located in the county Berkshire. The nearest major city is London, which is located twenty-five miles east of the town. The reason I have chose to investigate this type of business venture is because I take an interest in this type of business as I would like to look into it in the future, and also feel Maidenhead possesses the qualities, and provides a great opportunity to start up a business of this nature and for it to be successful. To find out whether this business venture would be feasible, a feasibility study needs to be carried out covering all aspects relating to starting up a new business. Several tools will have to implemented to do so. There are two main types of tools that will be used; these include research tools and analysis tools. Firstly the primary research will include interviews and questionnaires, and from this the information needed such as demand levels and financial information will be analysed to help with the final decision of the study. For secondary research company account will be used, along with books, maps, and Internet sites. All these sources will allow me to find out about the local area of Maidenhead such as demographic information and statistics. All this research will aid me in being able to make my location decision. There are several analytical tools that will be implemented, and these will be marketing tools such as PEST analysis and SWOT analysis, financial tools such as cash flow forecast and break-even analysis. Then the final part of the report will be the analysis and conclusion, to actually see if it is viable to open a nightclub as a business venture in Maidenhead. Secondary Research Objectives and methodology Objective 1 The first is to decide where in Maidenhead Sinners is going to be located. Research on the infrastructure and rent values in maidenhead needs to be carried out so information can be gained on some of my start up costs. Locations of direct competition (other nightclubs), and indirect competitors (public houses/bars), which are located in the area will be researched, so the best possible location can be chosen in Maidenhead for Sinners. Method To find out information on land values in and around Maidenhead I will visit the local town hall and pick up some local information booklets. To find out about the local infrastructure and competitors of Maidenhead, I will use the local Windsor and Maidenhead borough

Singapore Airlines

The Emerald Research Register for this journal is available at www. emeraldinsight. com/researchregister The current issue and full text archive of this journal is available at www. emeraldinsight. com/0960-4529. htm MSQ 15,3 A case study of service failure and recovery within an international airline David Bamford Manchester School of Management, UMIST, Manchester, UK, and 306 Tatiana Xystouri Ministry of Finance, Nicosia, Cyprus Abstract Purpose – This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline. Design/methodology/approach – An action research methodology was adopted. The research involved: a review of available service quality literature; the identi? cation of causes of failure/errors within the host company; the development of key lessons and management guidelines. Findings – It is argued that, for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation). The need to incorporate employees and not overlook their signi? cance, power and in? uence on the delivery of quality service is highlighted. Through comparison with another airline the ? ndings re-assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive. Research limitations/implications – The methodology applied was appropriate, generating data to facilitate discussion and from which to draw speci? c conclusions. A perceived limitation is the single case approach; however, Remenyi argues that this can be enough to add to the body of knowledge. For further investigation, there is an ongoing opportunity for future research n the area of service quality, failure and recovery, as well as the service quality gaps within the airline. Practical implications – Key lessons and management guidelines for improving service quality are presented. Originality/value – The paper describes how an international airline has tangible service quality failure and recovery systems in place, but fails to cap italise on the data and information generated. Keywords Customer services quality, Service failures, Service improvements, International travel, Airlines Paper type Research paper Managing Service Quality Vol. 15 No. 3, 2005 pp. 06-322 q Emerald Group Publishing Limited 0960-4529 DOI 10. 1108/09604520510597845 Introduction Services marketing and management literature widely acknowledge that keeping current customers and developing relationships with new ones is a key business strategy (Piercy, 1995). The growing sophistication of consumers does represent an ongoing challenge to all manner of service organisations. According to Zemke and Bell (1989) nothing is as common as the organisation committed more to lip service than customer service; more interested in advertising than action. This is not helped in the link between customer satisfaction and pro? s being neither straightforward nor simple. Zeithaml (2000) highlights three major problems in measuring relationships as: (1) the t ime-lag between measuring customer satisfaction and measuring pro? t improvements; (2) the number of other variables in? uencing company pro? ts such as price, distribution; (3) that other variables (such as behavioural issues) should be included in the relationship as they explain causality between satisfaction and results. However, a number of studies have demonstrated a clearly positive relationship between organisation performance and customer satisfaction/service excellence. Wirtz and Johnston (2003) highlight the positive correlation between the pro? ts and service excellence of Singapore Airlines (SIA). Commenting on the competitive nature of the airline industry, one of their interviewees states: [. . . ] it is important to realise that they (customers) are not just comparing SIA with other airlines. They are comparing us against many industries, and on many factors (Wirtz and Johnston, 2003, p. 11). A case of service failure and recovery 307 Van der Wiele et al. (2002, p. 191) ? d the same result for an employment agency, stating â€Å"perceived quality is related to organisational performance indicators in the same year and/or in the next year†. Service failure and the subsequent complaints from customers are a likely occurrence over a product/service lifetime and the rapid, effective handling of these has proven to be vital in maintaining customer satisfaction and loyalty. Indeed, the importance of service recovery reinforces the need for or ganisations to ? nd approaches that are effective in both identifying service failure and in developing strategies to recover successfully. Service recovery should be the cornerstone of a customer satisfaction strategy. This paper examines the effectives of internal processes of service quality recovery for an international airline. Literature review The changing environment in the service sector ? According to Gronroos (1987) the dimensions of service quality are diverse and relate to both the basic service package and augmented service offering. Two important contributions in developing models for measuring service quality are from Johnson et al. (1995) and Silvestro et al. (1990, cited in Dale, 1999), who assessed service quality in the UK. They identi? d 15 aspects of service quality, and categorised them into three factors: (1) Hygiene factors: those expected by the customer. (2) Enhancing factors: those that lead to customer satisfaction, although failure to deliver is not likely to cause dissatisfaction. (3) Dual threshold factors: those whose failure to deliver will cause dissatisfaction while delivery above a sp eci? c level will cause satisfaction. While the above model gives a clear view of what criteria a customer may use to judge service quality, it is not as widely reported as the one proposed by Parasuraman et al. (1985) who condensed ten original factors into ? e categories (tangibles, ? responsiveness, reliability, assurance and empathy). Gronroos (1988a, b) later added a sixth factor and called it recovery. Parasuraman et al. (1985) also suggested quality consists of the gap between what the customer expects and receives and that this gap is affected by four gaps on the MSQ 15,3 308 provider side (customer expectations; management perceptions of consumer expectations; service quality speci? cations; actual service delivery). Unfortunately when customers are asked for feedback the methodologies used sometimes lack empirical rigor and are often a response to a speci? crisis in the organisation (Berman, 1996). This loss of data at the organisational level means that operational change s are not tied to customer priorities in a routine manner. Dale (2003) summarises three major changes in the service sector. Stating the present emphasis on the service encounter, in particular the contribution made by service providers in enhancing and maintaining service quality, arises from environmental trends relating to: . consumers’ awareness and expectations; . technological developments and sophistication; and . competitive elements. In terms of consumers’ awareness and expectations, as society gets wealthier and the marginal utility derived from additional increments of goods declines, people turn to service expenditures. The growth in ? nal demand from consumers may be attributed to consumer expectations of quality, which are believed and accepted to be increasing (Fitzsimmons and Fitzsimmons, 1998). With regards to technological developments and sophistication, computerisation and technological innovations are radically altering the way in which many organisations do business with their customers. They can make a major contribution in the delivery of quality service. One view is that technological advances offer an opportunity to increase service in a variety of ways to improve the competitive stance (Schlesinger and Heskett, 1991). In terms of competitive elements, since entering the new millennium, it has become clear that most organisations are increasingly, in their quest for progress and advancement, interested in how they can achieve differentiation and competitive advantage (Verma, 2000). Globalisation and value driven business imperatives therefore mean that mistakes will not be tolerated. Services failures, recovering and learning The impact of active recovery strategies on a company’s revenue and pro? tability is dramatic. For example, Hampton Inn hotels in the USA realised $11 million in additional revenue from the implementation of its service guarantee and scored the highest customer retention rate in the industry (Ettorre, 1994). Research by the Of? ce of Fair Trading (OFT, 1990) illustrated when people make a complaint about goods and services and the complaint is satisfactorily resolved, three quarters of them will buy the same brand again. Where the complaint is not resolved, less than half will buy the same brand again. Clearly there is a pro? t to be made by retaining the customer loyalty of those whose complaints the company resolves (Citizen’s Charter Complaints Task Force, 1995). The ability to deal effectively with customer problems is closely related to employee satisfaction and loyalty. These are critical concerns in industries where customer relationships are closely associated with an individual service provider (Schlesinger and Heskett, 1991). Heskett et al. (1994) identi? s a number of factors that are considered important for employee satisfaction. These include: satisfaction with the job itself; training; pay; advancement fairness; treatment with respect and dignity; teamwork; the company’s interest in employees’ well-being; and the service worker’s perceptions of their abilities to meet customer needs. Of course the greatest barrier to effective service recovery and organisati onal learning is that only 5-10 per cent of dissatis? ed customers choose to complain following a service failure (Tax and Brown, 1998, p. 7; Dube and Maute, 1996). Instead, most silently switch providers or attempt to get even by making negative comments to others (Singh, 1990). Why are customers reluctant to complain? Several authors such as Dube and Maute (1996) and Singh (1990) uncover four reasons: (1) customers believe that the organisation will not be responsive; (2) they do not wish to confront the individual responsible for the failure; (3) they are uncertain about their rights and the ? rm’s obligations; and (4) they are concerned about the high cost in time and effort of complaining. To counter this several approaches have been highlighted that are effective in identifying service failures: setting performance standards; communicating the importance of service recovery; training customers in how to complain; and using technological support offered through customer call centres and the internet (Dale, 2003). According to Bitner et al. (1997) the level of customer participation in a service experience varies across services and customers can play a variety of roles. Through a review of the literature Bitner et al. 1997) identify three: (1) the customer as productive resource; (2) the customer as contributor to quality, satisfaction and value; and (3) the customer as competitor to the service organisation. These roles are not mutually exclusive, meaning individuals’ behaviours in a speci? c situation may apply to more than one of the three roles. What can ? rms do to improve recovery performance? Academic evidence, for example Hart et al. (1990), Mason (1993) and Bowen and Lawler (1995), suggests there are speci? practices that improve service-recovery effectiveness: hiring, training and empowerment; establishing service-recovery guidelines and standards; providing easy access and effective responses through call centres and maintaining customer and product databases. Bitner et al. (1990) in a study of 700 critical incidents found that it is not necessarily failure itself that leads to customer dissatisfaction, most customers do accept that things can go wrong. It is more likely the organisation’s response/lack of response to the failure that causes resentment and dissatisfaction. Boshoff (1997) surveyed 540 travellers, presenting them with a constantly negative service situation (a missed ? ight connection caused by ? ight delay) and looked for the most successful recovery strategies. They were: a fast response by the highest possible person in terms of seniority; a fast response accompanied by full refund plus some amount of compensation; a large amount of compensation provided by a high ranking manager. An apology was of limited use unless accompanied by some form of tangible compensation. A market-driven approach to service recovery consists of many tools in addition to identifying and responding to complaints: surveys; mystery shopping; focus groups; customer and employee advisory panels; and service operating performance data (Day, A case of service failure and recovery 309 MSQ 15,3 310 1994). In identifying opportunities to improve services, many ? rms integrate complaint data with data gathered through one or more of these research methods. Firms determining investment priorities in service improvement examine the impact of various options (e. g. ncreasing the speed of front-desk check-in versus expanding the room-service menu at a hotel) on customer satisfaction, repurchase intention, process cost, and market share. The goal is to identify those process improvements that will have the greatest impact on pro? tability (Rust et al. , 1995). Investment decisions should also be driven by customer pro? tability assessments. For example, United Airlines determined that business travellers account for 40 per cent of its business by headcount, but supply 72 per cent of its revenue; â€Å"mile-collecting vacationers† constitute 60 per cent of travellers but provide only 28 per cent of revenue. The most frequent business travellers, dubbed â€Å"road warriors†, generate 37 per cent of revenue even though they make up only 6 per cent of the passengers. United learned through complaints and survey results that the road warriors were the customers least satis? ed and most frustrated with air travel. Based on the data, the company invested $400 million to provide business travellers with better seats, food, and lounges; a pre-departure service to avoid long lines; more frequent-? ier bene? ts; and perks such as showers in terminals (Rust et al. 1995). The relationship between service recovery and organisational pro? tability can be clearly seen by examining the service-pro? t chain (Heskett et al. , 1994). This argues that pro? t results from customer loyalty, which results from customer satisfaction with the service system; customer satisfaction (value) is generated by satis? ed, loyal, and productive employees. The impact of service recovery can be traced through impro vements in the service system and through the direct effect on satisfaction of resolving a customer complaint. Resolving problems effectively has a strong impact on customer satisfaction and loyalty (McCollough and Bharadwaj, 1992). Conversely, poor recovery following a bad service experience can create â€Å"terrorists†, customers so dissatis? ed that they actively pursue opportunities to criticise the company (Heskett et al. , 1994). Loyal customers expect problems to be dealt with effectively and are disappointed when they are not, making service recovery key (Zeithaml et al. , 1993). Examples from the airline industry Wirtz and Johnston (2003), comment how SIA continues to get service quality right. They have consistently been one of the most pro? table airlines in the world and are routinely voted â€Å"best airline†, â€Å"best business class†, â€Å"best cabin crew service†, â€Å"best in-? ight food†, â€Å"best for punctuality and safety†, â€Å"best for business travellers†, â€Å"best air cargo carrier†, and even â€Å"Asia’s most admired company†. SIA seems to follow many of the normative models that are well researched and published in the service literature such as: a strategic focus on customers; adopting a â€Å"total company† approach to service excellence; incremental improvement and periodic process redesign; and continuous benchmarking. The company strives for a constant â€Å"exceeding of expectation† (e. g. Berry, 1995) and has active customer feedback systems (e. g. Berry and Parasuraman, 1997, Wirtz and Tomlin, 2000). SIA’s culture of service excellence at a pro? t is in line with the service pro? t chain (Heskett et al. , 1997) and the cycle of success (Schlesinger and Heskett, 1991). Final observations made by Wirtz and Johnston (2003, p. 18) include what they term as these â€Å"somewhat surprising ? ndings†: SIA’s holistic process perspective – a culture were all staff look at all processes all the ime to search for incremental improvement; SIA strive to maintain consistency in service excellence that meets the needs of every customer (maintaining the dif? cult balance between standardisation and customisation); a simultaneous focus on service excellence and costs/pro? ts, pushed right out to the front line staff. Their conclusion is that SIA has no secret formula for succe ss; they just follow widely known and applied frameworks and models. At British Airways (BA) in 1983, the then chief executive, Colin Marshall, launched the Customer First campaign. The cornerstone of the Customer First campaign was detailed research into what customers expect in terms of personal service. BA established monitoring mechanisms, which continually told them what the customers expect, and how well they were doing against these expectations. The market research covered both customers and staff, so as to form the starting point for a fully integrated campaign to improve standards of service. The training programmes included a personal development course looking at such aspects as handling feelings, understanding and coping with stress, and being assertive. The programme was then extended to embrace all non-customer contact staff. Great emphasis has been placed on teamwork and on an appreciation of the contribution that each individual and each role makes towards the success of the airline as a whole. Further, the Quality Assurance Unit, whose activities were to focus on de? ning detailed customer service standards, and develop quality control mechanisms by which BA could measure their local performance against customer expectations, monitored the progress of improving service quality. At the same time, a service quality audit was developed to meet the needs of overseas stations. The objective has been that all staff within the company becomes actively involved and committed to the corporate objective of improving customer service, with the slogan: â€Å"Putting our customers ? rst – if we don’t, someone else will† (Hamill and Davies, 1986). SAS suffered an $8 million operating loss in 1981. Within two years, they achieved a gross pro? t of $71 million on sales of $2 billion, although the industry as a whole lost a total of $1. 7 billion (Albrecht, 1985). The success story at SAS was claimed to come from an organisational commitment to manage the customer’s experience through so-called â€Å"moments of truth†, â€Å"the ? rst 15-second encounter between a passenger and the front-line people† (Carlzon, 1987, p. viii). Carlzon, SAS President at the time and later author of ‘Moments of Truth’, his take on successful customer service quality, put all 27,000 employees through a company-wide training programme. Everyone, from baggage handlers to company vice presidents received the training in a two-day workshop, speci? cally targeted to meeting the needs of their customers. According to Carlzon this cross-functional training is essential; if only front-line staff have it then their best efforts to satisfy customers may be blocked by back-room staff. He goes on to propose that the link between tactics and strategy is not made in many customer service organisations, ultimately resulting in failure of service quality. Research method An action research methodology was adopted (Remenyi et al. , 1998). Action research was developed during the 1960s and has proven particularly useful in the area of managing change and identifying areas for improvement (Remenyi et al. 1998). Moore (1999) states that to be properly regarded as action research, a project must contain a continuous thread of objective evaluation and a mechanism whereby the results of the A case of service failure and recovery 311 MSQ 15,3 312 evaluation and the lessons learned during the project can be fed back into the process so that it becomes something which is dynamic and constantly modi? ed in the light of experience. The main advantage of action research is that it is done in real-time; produces a concrete result and everyone in the organisation can see what is going on. This can have its disadvantages as well – mistakes made are very public, but on the whole it makes for research which has the support and backing of people who might otherwise have shown little commitment to the idea. Its distinguishing feature is that it integrates something of real, practical worth into an organisation. This has to be the case, otherwise the research would never have been sanctioned – ? rms do not have resources to spare and would not waste their own time and resources on a futile project. As detailed above, one potential weakness of the adopted research methodology might be its very public nature. If the project did not produce tangible real-time results, those supporting it may lose interest and bias any future initiatives. The applied methodology needed to be systematic so that it ? tted with the basic aims of the research. Informal interviews, observation and company documentation were all used. This investigations objective was to make an assessment of the airline’s process of service quality recovery with respect to service failure, driven by the goal of customer satisfaction and internal improvement. Once access was established key measurables, and causes of failure were identi? d through a detailed examination of company processes, informal discussion with Company personnel, and formal interviews with various employees. This process, over a period of time, allowed the identi? cation of sources of errors within the host company. The case study The research presented here involved full participation from an international airline. During the 1990s the airline concen trated on improving customer service, reducing costs and aggressive marketing. Signi? cant effort and new approaches were initiated to improve the quality of service delivered to the customer, in order that the organisation remains ompetitive in future years. A central pivot of the airline’s approach was a commitment to improve service to the customer and they subsequently won a number of passenger accolades. Service failure in the airline Among the key data was the record of passenger complaints during a four-year period. These records included the revenue-passengers carried by the airline, number of complaints received, number of complaints offered compensation and the amount of money paid out during each of the four years. They are represented in Table I. The number of recorded complaints increased by nearly 60 per cent and those offered compensation increased dramatically by 147 per cent during this period. The Year Revenue passengers carried Complaints received Instances paid Amount of money paid (? ) Table I. Passenger complaints records 1 2 3 4 1,298,000 1,355,000 1,346,000 1,400,000 545 684 715 870 253 403 462 626 22,736 47,048 70,253 73,869 manager of the complaints department commented on these numbers by asserting the increase re? cted â€Å"only a small extent of the increased passenger movement†, even in year three when a slight trough was observed, the numbers of complaints showed no sign of decline. The percentage â€Å"complaints paid† increased from 47 per cent in year one to 72 per cent in year four. The complaints department manager af? rmed that increasing customer complaints have been a factor for the previous decade indicating the complaints/passengers ratio has been st eadily increasing. In 1990 one complaint was recorded for every 2,700 passengers, a decade later, one complaint is recorded for just over 1,500 passengers. Figure 1 represents the number of complaints per 10,000 passengers during an 11-year period. In year 1, the complaints average was 3. 6 per 10,000 passengers, within ten years that became 6. 2. Due to this upward trend in complaints, the airline’s expenditure on compensation is increasing noticeably year-by-year, demonstrated in Table I. Expenditure on compensation increased by more than ? 50,000 in the period year eight to year 11, with the most fundamental increases being witnessed in ? scal years nine and ten. Table II demonstrates which recorded complaints are the most frequent and re? cts the main causes of recent service failure in the airline. Commenting on the ? gures of Table II, a senior manager identi? ed the majority of complaints concentrating around three areas: (1) delays, usually technical in nature; (2) service interruptions, e. g. through frequent strikes; and (3) complaints regarding the attitudes of ground staff. Complimentary letters were seldom received b y the airline and were never logged or recorded. Anecdotal evidence suggests when a passenger compliments an employee it is done face-to-face, not in writing. Interestingly, all current effort at the airline is put A case of service failure and recovery 313 Figure 1. Number of complaints per 10,000 passengers MSQ 15,3 Nature of complaint Act of God Cabin staff attitude Downgraded Flight cancellations/diversion of ? ights/delays Food and beverage Ground staff attitude Lack of facilities Mishaps during ? ight Overbooking Reservation problems Strikes Travelled on jump-seat Cases 1 4 6 544 5 103 7 17 18 39 124 2 314 Table II. Passenger complaints records into recording complaints not compliments; senior managers believed this was because the board of directors (BoD) expected complaint data to discuss ithin their meetings. The service recovery plan The airline’s activities for service recovery and in-house improvement are proceduralised through a detailed ? owchart shown in Figure 2. Monthly â€Å"service recovery†, â€Å"customer voice† and quarterly meetings with cabin crew supervisors take place to allow issues to be raised and discussed to seek improvement. Appreciation for outstanding performance is provided through gifts (e. g. free business class two-way tickets to any destination), and printed letters of appreciation, signed by the president of the airline. Discussion The research data revealed that 89 per cent of customer complaints resulted from 25 per cent of the problem areas, evidence of the Pareto principle in action. Evidence indicated the service recovery plan of the airline was not addressing these priority areas according to their signi? cance. Presented in Figures 3 and 4 are cause and effect diagrams (Dale, 2003) re? ecting the main service failures of the airline. With regard delays, diversions and cancellations, senior managers asserted that some causes, such as the weather, are predictable yet cannot be controlled – little can be done to avoid their consequences. According to the US Department of Transportation (1989) 70 per cent of delays in the commercial airline service are caused by weather. In addition, external factors beyond the immediate control of the airline can cause service failure (? ight diversion or cancellation due to air-traf? c congestion, a failure in another airport where the airline’s aircraft are engaged). For the airline the planned purchase of new aircraft and a scheduled upgrade of existing ? eet should reduced problems caused by purely technical failure. Service quality should improve and expenditure on compensation reduced. Findings here also con? rmed assertions from the literature that technological advances can offer opportunities to increase service in a variety of ways to improve competitive stance, and lead to cost savings (Mulconrey, 1986). Although this contrasts with the view that customers insist on â€Å"client-centred† performance as opposed to â€Å"technical-centred† A case of service failure and recovery 315 Figure 2. Flowchart of service recovery and in-house improvement processes performance (Kotler and Connor, 1977), the ? dings indicated that a reliable â€Å"personal touch† service is what the airline’s customers perceived as being good service quality. Findings indicated the perceived â€Å"bad attitude† of ground staff was a major area of service failure. The airline’s senior management team agreed that for employees to be competent in offering soft quality, rigorous se lection procedures and appropriate training was vital. However, research evidence suggests that these principles were not applied throughout the company. Dobbs (1993) af? rms that without formal training staff have few tools to meet the expectations of customers or managers. The level of consistent, appropriate and focused training was found to be a key issue within the airline. Ground staff were not suf? ciently trained for the highly MSQ 15,3 316 Figure 3. Cause and effect of delays/ diversions/cancellations Figure 4. Cause and effect diagram of bad ground staff attitude â€Å"customer centred† aspects of their jobs and therefore lacked appropriate key skills and diplomacy for handling the demands of customers. This is demonstrated in Figure 5. The ability to deal effectively with customer problems is closely related to employee satisfaction and loyalty (Schlesinger and Heskett, 1991). Customer satisfaction is also increased when company management attempts to couple the service recovery process with offering initiatives to the employees (Reichheld, 1993). However, within the airline employee satisfaction is not as important as customer satisfaction. That ground staff are perceived as having a bad attitude con? rms assertions from the literature (Heskett et al. , 1994, p. 164) that important factors for employees are: satisfaction with the job itself; treatment with respect; and the company’s interest in employees’ well being. A case of service failure and recovery 317 Figure 5. Ground staff attitude complaints Research ? ndings indicated a range of reasons for employee strikes. The diffusion of the single union 20 years ago (the Union of the Airline Staff) and the creation of several resulted, according to one senior manager, in â€Å"the power to in? uence events in the hands of an uncompromising few†. Employees who felt their needs were not taken into consideration used their union to make demands. Weak management support, in combination with discontented employees, results in continual strike action that gives an impression of a disorganised company (see Figure 6). The management of the airline failed to work towards a process of identifying and resolving the issues triggering employee dissatisfaction. Furthermore, the senior management team has been unsuccessful in attempts to improve internal company communications. Although researchers have studied the concept of service for several decades, there is no real consensus about the conceptualisation of service quality (Cronin and Taylor, 1992; Rust and Oliver, 1994). Different researchers focus on different aspects of service Figure 6. Cause and effect diagram of strikes MSQ 15,3 318 quality. The most common de? ition is the traditional notion that views quality as the customer’s perception of service excellence (Berry, 1995; Parasuraman et al. , 1985). Attempts have been made to provide applicable conceptual models, see for example Zhu et al. ’s (2004) paper on â€Å"A mathematical model of service failure and recovery strategies† for an example. Of perhaps more direct use here is a simple comparison of how the Airline operates re service quality, with one of the best in the business, SIA. Table III offers a straightforward comparison between various service recovery elements of the two airlines. Taken from Wirtz and Johnston’s (2003) paper on SIA, which took SIA’s senior managements perspective on sustaining their service excellence, we used ten key service recovery elements. Of these, all of which SIA excel at, our research indicates the airline actively pursue only one, acknowledging the challenge of delivering service excellence. Disappointingly, they would appear to fail on every other element. As the two companies have similar systems in place the key difference would appear to be the level of senior management commitment. Indeed this comes across compellingly in the Wirtz and Johnston paper. If similarities exist in the perceived execution of objectives, a difference in perception of what the â€Å"long-term† view actually is may be key (see Bamford and Forrester, 2003). The research does indicate the airline BoD is actively trying to improve its service quality. Through enhanced organisational intelligence they are striving to improve the fundamentals of their service delivery. They can ? x what they can see; they can ? x what they can directly in? uence. New equipment is easy, though expensive to bring in; changing company attitudes is another issue. The comparison with SIA highlights key differences between a so-called â€Å"best in class†, in terms of airline service quality and an airline that is trying very hard to survive in an increasingly competitive market sector. Key lessons and management guidelines As business and management research is essentially a ? eld of applied studies it is appropriate that research of this type should convert at least some of its ? ndings into a series of practical management guidelines (Remenyi et al. , 1998). Therefore, although it Singapore Airlines (Wirtz and Johnston, 2003) Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Service recovery element Acknowledge the challenge of delivering service excellence Adopt a â€Å"total† systems approach Strive for consistency with personalisation in service delivery Understand customers and anticipate their needs Listen to both customers and front-line staff Log compliments and complaints Continuously training and motivate the front-line staff Provide dedicated resources for communication and motivation Manage the organisation with an eye for the detail in everything Focus, above all, on delivering consistently high quality at a pro? t for the company The airline Yes No No No No No No No No No Table III. Airline service quality set-up and recovery comparison is not our main purpose to present prescriptions, the following maybe useful for practitioners. The key lessons presented below offer straightforward advice: . Do not lose focus of internal service quality: quality of the workplace; job content and variation; recruitment; selection and suf? cient training of employees; management support; rewarding employees for good job performance; recognising employees for good job performance. The latter is said to wield signi? cant in? ence over the quality of employee job performance (Piercy, 1995). . Put evaluation and reward systems into practice to ensure good performance is monitored and rewarded (e. g. with cash bonuses or free tickets). . Empower front-line employees. This is a tool for improving employee motivation, as having the power to own, manage and resolve a problem makes roles more meaningful and interesting. . Frequent ser vice education and training can enhance the ability of front-line staff to provide greater levels of customer care. It also prepares them for handling the differing demands of customers. A case of service failure and recovery 319 Conclusions This research has reported the main causes of service failure within an international airline and through comparison with another airline the ? ndings re-assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive. The paper has assessed the organisation’s process of service recovery with respect to the main causes of service failure, in its goal to achieving customer satisfaction and internal improvement. The analysis of the ? ndings conformed to the Pareto principle, by which the majority of the organisation’s failure resulted from a small proportion of the problem areas (technical problems; strikes; ground staff attitude). The ? ndings indicated that for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation) so that internal improvement can be ensured. The ? ndings also substantiated previous claims of the need to approach service quality in a manner that goes beyond unsophisticated and narrow-minded practices that verlook the signi? cance, power and in? uence of the employee on the delivery of quality service and the smooth operation of the organisation’s activities. Finally, the ? ndings con? rmed previous assertions that employee satisfaction, commitment and loyalty require high levels of management commitment, as well as frequent communication. This research raises a number of implications for management. T he interactive concepts of external and internal quality and their importance raise issues of recruitment and training to achieve the right blend of employee skills and motivation. There appears to exist the need for the organisation to adopt management-employee relationship strategies, to ensure it manages and gets the best out of this key resource. Periodic review of performances and reward schemes are considered of vital importance, to aid the co-evolution of mutual understanding between managers and employees, and hence the development of superior service quality. A further implication for management is re? ected by the importance of understanding the positive effects of internal marketing on the pro? tability of the MSQ 15,3 320 rganisation. As the literature suggests (Albrecht, 1985; Hamill and Davies, 1986), satis? ed employees have all the means to make customers happy by offering superior quality service and thus reducing the occurrence of complaints substantially. The eventual result on the pro? tability of the organisation can only be encouraging, even at its most basic level fewer complaints mean less complaint expenditure and thus improved pro? ts. The methodology applied for collection of the research data was wholly appropriate and consistent with the perceived outcomes required. 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Zemke, R. and Bell, C. R. (1989), Service Wisdom: Creating and Maintaining the Customer Service Edge, 2nd ed. , Lakewood Books, Minneapolis, MN. Zhu, Z. , Sivakumar, K. and Parasuraman, A. (2004), â€Å"A mathematical model of service failure and recovery strategies†, Decision Sciences, Vol. 35 No. 3, p. 493. Further reading Zeithaml, V. , Berry, L. L. and Parasuraman, A. (1988), â€Å"Communication and control processes in the delivery of service quality† , Journal of Marketing, Vol. 52, April, pp. 35-48.