Costumer service Essay Example | Topics and Well Written Essays - 2000 words

Costumer service - Essay Example Researchers have developed different models for quantifying customer service as explained by Kapur (2010). The models are significant since they help the management in identifying problematic areas in quality control. This helps the management to devise strategies to improve on customer service leading to an overall improvement of profitability and performance of the firm (Pang 2007). Most of the models in customer service focus on the concept of service quality gap. If the customer expectations are greater that performance, then the perceived quality is less and the customer is said to be dissatisfied. The current case will take the 4 Gap Model to measure customer service. The 4 Gap Model Research has been conducted in different sectors including banking, telecommunication, repair and maintenance and in insurance concerning the model (Ramsaram- Fowdar 2007). The gap models developed by researches are used to measure the service quality expectations before and after the service. Ther e are five major determinants of service quality in the model are tangibility, reliability, perceptibility, safety and empathy. The use of The 4 Gap model shown below became widespread in the measurement of service quality. The model has received criticism when analyzed from a methodological and conceptual aspect. In spite of this, the model has been used in various researches regarding quality of customer service (Ben-Haim 2006). The basic feature of the model is that it places an emphasis on oversight regarding quality between the customer and the service provider (The Marketing Association of Australia and New Zealand 2011). The

Literature Review Essay Example | Topics and Well Written Essays - 1500 words - 5

Literature Review - Essay Example There are questions that often come up when the issue of abortion is deliberated upon: some critics believe that abortion compromises known standards of morality and allow people, most especially women, to abuse their bodies without minding that their random sexual habit would backfire in unwanted pregnancies (Dellapenna, 1979). But this assertion may not be true on all occasions since abortion has been deemed necessary in some complicated circumstances: for examples, victims of rapes, sexual harassment and other crimes against women may carry pregnancies that they do not want from such encounters—in such situations, they need to terminate them to remain sane and happy (Dellapenna, 1979). Why has abortion created this much trouble for all parties involved in its heated debate? Abortion, typically, is a medical procedure that involves removing living fetus from the womb of a woman. This process has been in practice over several centuries, but it becomes more pronounced in the current period because of the decay of morality in homes and societies. This has led to wanton sexual behavior that, on most occasions, leads to unwanted pregnancies that would be aborted (Dworkin, 1993). There are two perspectives to the matter of abortion: one school of thought regards the act as a subtle way to kill a living human soul (as in fetus); the other group sees it as an opportunity or right to freedom individual should enjoy, explaining that everyone should have the power of choice—whether to do abortion or not (Dworkin, 1993). The opponents of abortion think that people in America could help themselves if they would pay attention to their lifestyles and/or do Family Planning or Contraceptive Procedures to prevent unwanted pregnancies. The groups that support it believe that everyone could do whatever he/she likes in as much as the laws are not broken—this may include having the freedom to enjoy sex randomly; a practice that could cause

History Assignment Example | Topics and Well Written Essays - 250 words - 23

History - Assignment Example Arguably, the most divisive political issue in American history has been slavery; understanding its evolution over time is key in helping to explain a significant portion of our nation’s past. Trace the path of slavery from its origins in early European colonization of North and South America to the time of the Constitutional Convention. How did the practice of African slavery begin? How and why did it expand in the 13 English colonies of North America? Finally, how was the issue of slavery impacted by the American Revolution? Slavery in Africa has existed even before the Arabian and the Atlantic slave trade. Owning of slaves is part of their culture and it was boosted by the Roman siege and influenced by Islam and other introduced as well as native religions (Lovejoy, 2012). But the start of African slavery in the American colonies is pegged at 1619, when the 1st African slaves docked in Virginia (Berlin, 2003). From Virginia, the practice of slavery spread to all 13English Colonies in North America. The slaves were used as laborers in cotton, sugar, and other plantations, household help, as well as skilled workers in the craft of carpentry, and welding among others. It was also a status symbol promoted by the government so as to quell the disparity of rich, land-owning Whites against the poor, land-less Whites. This move strengthened the foundation for racial slavery and racism (Wood, 2005). The American Revolution started the transformation in the attitudes of the colonial Whites towards slavery that w ill eventually lead in the abolition of slavery in January 01, 1863, with President Abraham Lincoln’s proclamation. The newly freed â€Å"Americans† set freedom as one of its country’s undeniable virtues and with that, slavery must be put to an end. The presidential proclamation against slavery became the key to abolishing African slavery yet a considerable amount of time still passed between the enactment of

Curriculum Development Paper Essay Example | Topics and Well Written Essays - 1500 words

Curriculum Development Paper - Essay Example To wash hands is the best strategy to prevent the spread of germs in the healthcare environment. The hospitals are full of germs (disease causing micro organisms) and nurses have some power of ensuring that their spread is prevented. In order to impact this knowledge to the nurses, a lesson plan will be designed to guide the process of refreshing the knowledge on why washing hands is extremely significant in the healthcare environment, Hand washing Liaison Group (1999) About 20 nurses washing their hands will spend only five minutes when this is done at fifteen seconds each and if this is done throughout the day, a lot of time will be spent but it would be worth it as germs will be reduced considerably and the spread will also be limited. The nurses will have to wash their hands in warm water by using the hospital soap dispenser and leally lather it up. The nurses will wash the front as well as the back of their hands and they will pretend that they are going to handle a very delicate situation like surgery. The soap should be massaged between the fingers ensuring that the nails are properly washed and this should take about fifteen seconds per individual. The nurses can be timed (Bergquist & Pogosian 2000). The scrubbing action is very important as it helps to break up germs and remove them altogether. After this, hands should be properly rinsed with clean water and dried with a clean piece of cloth preferably clean white towel or the fresh paper towels currently in use. Nurses should note that when cleaning hands in the washrooms used by many people, the paper towel is the one to be used to open the door knobs and handles as they are in most cases contaminated. Since nurses are professionals in the medical field, they are in a better position to explain how the germs spread disease and due to this; the hand washing habit should be habitual and needing less prompting (Hoffman & Wilson 1994). Nurses have a responsibility of their own health and that of the patients as well because they are the ones offering professional assistance in this case. Learning the Importance of Hand Washing In order to ensure that nurses are updated on the correct procedure of washing hands, they will have to discuss why hand washing is important citing possible consequences of not doing so. On the other hand a list of benefits of washing hands will be established. There are lots of micro-organisms that cause diseases yet many of these cannot be seen by a necked eye. Precaution is therefore very important since the hospital also present an environment that could host even more germs than a normal home or house (Rosenau et al 2009). Objectives Nurses will have to concrete reasons as to why they have to wash their hands Nurses will also be required to explain and comprehend that

Domestic Policy Issue - Immigration Research Paper

Domestic Policy Issue - Immigration - Research Paper Example Immigrant workers take up some jobs that Americans workers would have taken, since they are ready to work for cheaper wages. At the same time, illegal immigrants get healthcare services, welfare as well as money, obtained from American taxpayers. Immigrants suck up the limited resources of U.S. and the taxpayers’ money. Because they gain benefits such as welfare, education and healthcare, yet they do not pay taxes hence to do not help in solving American problems. One reason why immigrants remain a big concern to Americans is because many companies continue to employ them, and their numbers continue to increase. With hard economic situation facing America, and the high number of unemployment, losing more jobs to immigrants compounds the issue further. Despite the various laws enacted to address this issue, these laws have not been very successful as the numbers suggest. In deed it is estimated that up to 18 million illegal immigrants stay currently reside in America (Morrison, 2010). What complicate the issue most is the many humanitarian as well as economical issues. Since September 11, it became clear that immigrants could lead to security threat to American, since some of these immigrants were out to commit crimes. Thus need to address the issue by the government. What solutions have been proposed by the president, Congress, interest groups etc. Many people feel that there is need to come up with measures and laws to restrict immigrants from entering America, and that the borders should strictly be guarded. Those illegal immigrants caught should be handed heavy punishment to discourage others from doing the same. As suggested by WERE, the government should as well carry out regular checks within corporations in relation to hiring illegal workers and those companies found to engage immigrants in their labor force ought also to be punished through fines. The government should as well increase its border patrol particularly along the Mexican border becau se thousands of immigrants cross to America using this border. As observed by Morrison (2010) people can simply walk to America through Mexican border unnoticed, and even if they are caught they simply return the next day. President’s solutions President Obama hold the view that the current immigration system is broken and can only be rectified by tackling real issues and avoiding politics as true solutions are to protect American borders are sought. Thus, Obama proposes that immigration policy need to be directed by the best judgment of Americans in regard to its economy and the welfare of the American workers. Thus, he understand that there is need for a well organized, orderly border as well as an immigration structure that is formulated to address the economic needs that are crucial cornerstones of a vibrant economy. Accordingly, President Obama proposed the following four key aspects: Strengthening border control: to tackle immigration Obama has a view that the integrity of American borders is very important. Thus, there is need to improve the infrastructure, technology and increasing the personnel manning the borders and ports of entry to America (The Whitehouse, 2011). Enhancing immigration system: according to president Obama the immigration

Effects Research Paper Essay Example | Topics and Well Written Essays - 750 words

Effects Research Paper - Essay Example Arnas (2006) used children in the age 3-8 years bracket with a total of 347 respondents. The study included the parents as well since some respondents were still young to comprehend the questions. Arnas found out that about 50% of the ads viewed by children during their TV exposure are food related. Because of this 40% of the respondents requested their parents to buy the foods shown in the ads and about 9% of them are even insistent. Arnas' concern is that most of these foods are high in fats and sugar which are associated with obesity, diabetes, and other health problems. Hitchings and Moynihan (1998) in the other hand used children within the 9-11 age brackets but used limited number of respondents. A total of 44 children across varying social class were involved. Their findings show that a relationship exist (r=0.58) between the type of ads observed by children from TV to the type of foods they eat. The more alarming fact is that most of these foods contain high sugar, fats, salt , and preservatives like crisps, softdrinks, and savoury snacks. The results of the two studies mention... But the result is enough to prove that eating habit of children between 9-11 is related to TV food ads they saw and recalled.. More intensive study with greater number of respondents could have shown higher positive relationship. This effect may not only be associated with food advertisements but also with other products as well. It has shown that the television medium is a good way to educate the viewers and a good means to present new ideas and programs to the target client. These findings can be a good start for private individuals, groups, or government institutions planning to launch programs, projects, or products. Opinion about the implications of the research for parents and society. In the context of parents and the society as a whole, the results of these studies can be both viewed as promising and alarming. They have both advantages and disadvantages. The findings are alarming in the sense that food manufacturers and food marketing firms are aware that the television medium is a good tool to push their products and that they are taking advantage of this potential in order that their products be recognized by their target sector. The worst thing is that several manufacturers are less concerned about the health effects of their product. In all cases, obviously, these ads do not mention negative aspects about consuming their products. Their primary concerns are the increase in sales the ads would bring the company. Since most ads do not include warning on over-consumption, children may think it is fine to eat them as they like thereby jeopardizing their health. The results' implication can be promising if government

Persuasive Oral Presentation about paparazzimedia ethics in Hong Kong Essay

Persuasive Oral Presentation about paparazzimedia ethics in Hong Kong - Essay Example Sometime this year, there were a group of activists that were fighting for the right to preserve a certain historical site in Hong Kong. The group went to the site and stayed there for some days with very little attention from the local media. However, a certain politician realized that there was an opportunity to garner public attention through the activists. Consequently, he called some members of the press informing them that there would be a fight between some activists and the police at a specified time. (Mei Ning & Cottrell, 2008) Ten minutes before the set time, local pressmen were presented with their cameras; the police had already arrived. At the set time, the politicians arrived with the small group of activists. The police confronted them immediately and the demonstrators also put up some resistance. All this time, the ensuing activities were being recorded. After ten minutes of this, the policemen, politician, members of the press packed up their belongings and left; a classic case of doctored stories. The activists were at least content that their case would be aired on the nine o'clock news. Ladies and gentlemen, this extreme case demonstrates just how absurd our media has become. Isn't it time that we began discussing such lack of professionalism More importantly, isn't it time for us to think of ways in which we can change such depictions What really is freedom of speech In my view, Hong Kong Media have overstepped their boundary. In case you are not convinced about this issue yet, here are some incidences that reinforce my earlier sentiments. In the year 2002 during the month of October, well known gossip magazine East Week splashed naked pictures of actress Carina Lau in the edition. They claimed that these were photos of the actress at that time when she had been arrested some twelve years go. Actress Lau was clearly in anguish and distress but this did not stop East week from publishing this shocking images. In response this sheer lack of humanity, angry protesters marched to the streets of Hong Kong claiming that local tabloids lacked moral substance. Most of them wondered 'what had happened to media ethics' while it may be true that you as the media authority did something in response to these acts your actions were not solid enough. Through your actions, this magazine company was closed for one year. But shortly after, the company was reopened and is still back in business. I ask you, 'How many more Car ina Lau's do we have to witness before we can instate radical changes in our local media In close relation to this incident was a publication made by Next Magazine. The group had displayed pictures of the dead corpse of a woman at the bottom of Sheun Chi building. (Mei Ning & Cottrell, 2008)Not only were these pictures quite disturbing but they were worsened by the alleged causes of the death. The magazine claimed that it was the husband of the deceased who had been engaging in acts of promiscuity that had propelled his wife to suicide; they claimed that he had been engaging in extra marital affairs with prostitutes. Instead of sympathizing with these distraught family members, the media was fuelling their anger and remorse. What was more devastating about the media handling of this case was that some media companies paid the deceased wife's husband to take meals and