literature review on service industry Essay

Hospitality Industry relates many sources with customer interactions and relationships. In the oligopoly market, numerous businesses have had entered, failed and exit the competition. In this assignment, literature regarding customer service in hospitality will be reviewed to analyze the relationship with customers. Further, it describes how customer perceptions play a great impact on businesses, which then lead to customer satisfaction and to certain extent, customer loyalty. Moreover, we shall review the relationship between product quality and service performance as tools to build customer relationships. Customer Perceived Value and Service Quality According to Blackwell et al (2001), providing value to customers is one of the most crucial marketing strategies in hospitality industry these days. In the competitive market, companies have to offer customers excellent quality of products and services, which create the value itself. Competitors have to be creative and responsive in regards to customer demands and needs in order to compete and sustain themselves in the competition (Dawkins and Reichheld, 1990). It means that a company that provides product and service quality with high creativity and responsiveness to satisfy customers demands would have higher chance to lead the competition in the market. To illustrate this argument, a family visited a restaurant and decided not revisit again because they had to rush their meals. However, a customer visits the same coffee shop every morning before work during rush hours yet always leaves with a smile on the face to start the day. These two illustrations contrast the situation of delivering and perceiving value. The question would be what went wrong in the restaurant? Woodruff and Gardial (1996) mentioned the difference between customers perceived value and service quality. While in the case above, both the scenario happened during busy hours yet there are two different outcomes. The restaurant only provided what is necessary; product and service, which service quality only focused on. Whereas the coffee shop delivered more than service quality, it offers value for customers to perceive through interaction and connection. Why customer perceived value is important? As mentioned before creating and delivering value to customers is an asset for a company to be utilized as a strategy or even competitive advantage. Creating and delivering the right value to the targeted customers is what boost customers’ perception about the company, which leads to customers relationship and trust with the company.

Serial Killers in Modern America

In today’s society, America is a dangerous place for people to walk alone. We have definitely had our share of serial killers over the years. We have had the Harpes brothers in the 1800’s to the more modern day Jeffrey Dahmer. A serial killer in the United States is defined by Congress as â€Å"someone who murders a minimum of three or more people. † (Harris) Three-quarters of the world’s total serial killers have done their killing in the United States. True crime writers often claim that America’s first serial killer was H. H.Homes, but there were actually several before him. The first documented serial killers were two brothers named Micajah and Wiley Harpe. These two killed people for two reasons and they were for fun and profit. These two were notorious for their cut-throat ways, and the other outlaws were scared of them. (Ramsland) They terrorized the Natchez Trace which is known today as the Natchez Trace Parkway. Not much is known about the early history of the Harpes’, but they terrified everyone they came across. The Harpes even slaughtered two of their own children each. Ramsland) For a brief period of time the Harpes traveled with a group of river pirates who were merely concerned with enriching themselves. As you can imagine they did quite well at that. However, these pirates never intended for any physical harm to come to their victims, but the Harpes had other intentions. The incident that caused the Harpes to be kicked out of the group was when they tied a naked flatboat passenger to a blindfolded horse and sent it over a cliff. (Ramsland) From this point on that group of pirates referred to the two as â€Å"men turned into wolves. †Micajah Harpe admitted to a number of murders, but he said that there was only one that he was remorseful for, and that was the murder of his own child. His reason behind killing his own child was because the baby’s crying annoyed him. (Ramsland) Micajah would e nd up being killed by a pack of wolves, and Wiley was hung on February 8, 1804. The first documented serial killer was H. H. Holmes which made his mark on the 19th century by committing over 27 murders. (Kade)He was born, Herman Webster Mudgett in 1861. He started off as a very unruly child who enjoyed being cruel to animals. He would do most of his killing his hotel that was icknamed Murder Castle. The actual name of this hotel was never recorded. He used an advertisement to lure people that were going to attend Chicago’s World Columbian Exposition in 1893. Back in those day lodging was a hard thing to come by, so this allowed Holmes all the victims he wanted. His preference was blond females that he put through torture rituals. He would brutalize them and then incinerate them. He even sold some of the skeletons of his victims. No one ever suspected anything from him, because he had charm and good looks. It was until after Holmes’ execution that investigators would le arn more about what he had done.Some of the victims were locked up in soundproof rooms that had gas lines that would allow him to asphyxiate any victim at any time. (Kade) There were also some locked in a large soundproof bank vault and suffocated to death. Holmes was even quoted saying, â€Å"I was born with the devil in me. I could not help the fact that was a murderer, no more than the poet can help the inspiration to sing. I was born with the â€Å"Evil One† standing as my sponsor beside the bed where I was ushered into the world, and he has been with me since. † Now we fast forward to 1974 when women were vanishing from college campuses around the Washington and Oregon area.There was a 21 year old radio announcer named Lynda Ann Healy that was among the ones that went missing. Then in July of 1974 two women were seen wondering off with Ted towards his sailboat and were never seen again. Around this same time there was a grave yard of bones discovered in a Washingt on forest that would later be identified as some of the women that had went missing in the Washington and Utah areas. It was then that investigators from both areas were able to come up with a profile and a sketch of the man named Ted. (Montaldo)In August of 1975, Bundy was stopped for a driving violation, and when the officers searched his car they found a number of items such as, handcuffs, crowbar, and pantyhose with eye holes cut in them. He was then arrested on suspicion of burglary. Upon further examination of the things found in Bundy’s car the police realized that they matched items that one of the girls he attacked described seeing. This same girl identified the handcuffs as the ones that were fastened around one of her wrists and she picked him out of a line-up. Bundy then went to trial for the attempted kidnapping of Carol DaRonch in February of 1976 and was found guilty.For this case he was sentenced to 15 years in prison, and in October of 1976 he was charged wit h the murder of Carolyn Campbell. Bundy was extradited from Utah to Colorado for the trial. He would then be his own lawyer, which gave him a little freedom to move around the courtroom and the law library that was inside of the courthouse. In June of 1977 during his pre-trial hearing Bundy escaped by jumping out a window in the law library, only to be captured a week later. This would not be the end of Bundy’s escapes either. He did it again on December 30 and made it to Tallahassee, Florida.He got himself and apartment near the university using the name Chris Hagen. (Montaldo) He paid his way at a local college bars with stolen credit cards and when he got bored he would sneak into the lecture halls just to listen. On January 14 Ted Bundy would break into a Chi Omega sorority house and kill two women, and brutally raped one of them. He even beat two other women that managed to survive. The reason that they survived was because their fellow roommate came home. At around 3 a. m. Nita Neary came home and saw that the door was open, and as she entered the house she heard footsteps upstairs. Montaldo) She then went upstairs to find two of her roommates dead and the other two were severely beaten. Later that night another woman would be attacked, but the police would find a mask on her floor that would match the one found in Bundy’s car later. In February of 1978, Bundy kidnapped and mutilated a 12 year old girl named Kimberly Leach. Bundy was arrested again within a week of her disappearance for driving a stolen vehicle. Witnesses were able to place him at the dorm and at Leach’s school. There was also physical evidence that would link him with the murders.Among this evidence was a mold that was made from the bite marks found on one of the victims. Bundy went on trial in 1979 for the murders that happened at the sorority house and was found guilty. He received two sentences for death by electric chair. Then in January of 1980 he would go to t rial for the murder of Kimberly Leach. He actually had lawyers for this case and they tried going for an insanity plea. Bundy called Carol Boone as a character witness and even married her while she was on the witness stand. He called her as a witness because she believed in his innocence, and would later give birth to a little girl that Bundy adored.They were later divorced after she realized that he had actually done all the crimes he was accused of. Ted Bundy died on January 24, 1989 at 7:13 a. m. So why did all these people do what they did? Obviously that all had some reason for doing it and Ted Bundy said that his reason for doing it was because of all the pornography that he was subject to at such a young age. Other serial killers like Jeffrey Dahmer blamed it on being born with a part of him missing. John Wayne Gacy claimed that his victims deserved to die.One would have to think that they were insane for doing what they did, but most of them are rational and calculating pre dators. (Scott)I think that Denis Nilsen, the British version of Jeffrey Dhamer, put it best when he said, â€Å"a mind can be evil without being abnormal. † References Bibliography Harris, William R. Serial Killer Psychology. 2011. Web. 26 October 2012. . Intentional Homicide, number and rate per 100,000 population. 2012. Web. 26 October 2012. Kade, Asher. Murder Castle: The Maze-Like Lair of the World's First Serial Killer. 011. Web. 26 October 2012. ;http://www. environmentalgraffiti. com/bizarre/news-hh-holmes-inside-castle-first-true-serial-killer? image=1;. Montaldo, Charles. Serial Killer Ted Bundy. n. d. Web. 26 October 2012. ;http://crime. about. com/od/serial/p/tedbundy2. htm;. Ramsland, Kahterine. America's First Serial Killers. 2011. Web. 26 October 2012. . Scott, Shirley Lynn. What Makes Serial Killers Tick. n. d. Web. 26 October 2012. .

Final Assignment

Additionally, it will show which changes will be made that will have a positive exult to our program not only now, but in the future as well. Readiness of our Leaders There are several leaders in this change the principal, H. O. S. T. Administration Migrant Education, Reading Teacher, several paraprofessionals, and our SST including myself. Together we identify the core elements and negotiate items in our change plan. The main change is to increase the time allotted students to do reading at our program.Program/practices for scale and sustainability Our program has and is having success in empowering students to grow al develop in a safe and caring environment. The area that can be improved the enriching environment, why? First, the program needs to have access computers in the area where HOST is located. Second because the student get computers time only three days out of the week and for 20 minutes a c while at HOST. Third, the students are given 30 minutes, but by the time t' go t o and from the computer lab, which takes them 10 minutes, they only 20 minutes at most.My personal feelings are that our children can benefit from having their own computer lab at HOST or tablets that they can access anytime they are in the aftershock program. Most of the students at our aerogram are of Hispanic decent some of them struggle in reading, comprehension and writing. I can only imagine what can be done to help them in those areas if we had our own computers or tablets. Our student have a 30 minute block in which reading is being implemented already, if v had reading and writing software on tablets Or Computers Our students cal reap the benefits. What is it?Why is it important? In order for our program to continue to empower students to grow and develop in a safe, caring, an educationally enriched environment feel that the students need more reading time. My thoughts are that if the students had tablets in our aftershock program to work with in reading that they would mak e rapid advancement in reading. The stakeholders that will approach are the principal at the school, since she is a person that commends a lot of power In other words when she speaks people listen, plus she knows other people as well that have that type of authority.Identifying the main change will assist us to determine whether or not all elements within this change are crucial. At this point our plan can be tweaked to fit the needs of our studs The need and wiliness of all stakeholders to relocate resources for the Ben f our change plan is amazing. In corporations or companies change is evitable and a must in order to stay in the game. The key to change is to b willing to listen to others opinions. How is it high quality and valued by stakeholders? This change is high quality because of the students that this change target!Most of the students are Engle sis Language Learners and struggle with comprehension. Some of them are behind in their level of reading and writing skills. What results are anticipated? This change will be enriching the students in that they will increase their level of reading, comprehension ND writing skills. The stakeholders will benefit because they will actually s the students progress. Non-negotiable elements of the program/practice There will be items in the change plan that is nonnegotiable in order to keep the integrity of the change.During our planning stages as a group we decided that reading and comprehension were nonnegotiable. These two items are non-negotiable since they are our focal point of interest. Without these two we would not have a need for the change plan. Scale and sustainability scores In order to define the scale and sustainability score of the change plan we ad to review the Scale and Sustainability scores located within the book â€Å"Leading Change Step-By-Step† by Jody Spiro. These results will let us know to what extent certain features have been merged into our program (Spiro, 201 1).Our results sho w that we have an all-inclusive plan, but not all stakeholders have bought into it yet. What this says about us is that we are good at working together and coming up with a plan. However, this does not mean that everyone agrees with it. There is still some resistance to the actual plan change. This of course is expected, since change is never easy, nonetheless a good way to get individuals on board is by communicating and educating them. Education & Communication: One of the best ways to overcome resistance to change is to educate people about the change effort beforehand.Being upfront with education and communication lets everyone have knowledge about the changes. â€Å"People tend to see things that are happening now as more urgent than those that will happen in the future. † (Weber, 2006). Sometimes individuals are afraid of something they do not understand, however once they learn how this change is to come or will be made they are not as afraid. It is only then that they will start asking questions once they are informed. This however is not a guarantee that they will accept the change right away, but now they are more ready to listen to what one has to say.The development of scale and sustainability strategies for the change strategy Creating an environment where there is open communication and providing them an outlet to speak about their concerns will minimize a lot of the resistance. Providing the team with a consistent and clear message will minimize resistance. If change my views or do not sound confident in my change plans, the message will be inconsistent. On the other hand, if I am consistent and clear; offering a clear vision and specific goals to achieve, the team will be focused and know what is expected of them.I will also make sure the â€Å"messages are communicated through the participants' ears† (Spiro, 201 1). Communication is a key element, for this element we scored a five. However, this needs to be on a continual basis i n order for the group to be informed throughout the school year. Communication is not something that happens last minute; it is something that is practice throughout with co- workers. In conclusion ‘Veneered you introduce change, you are sure to encounter barriers† (Drexel & Muskier, 2012). The best change leaders; will have a plan B for when things go wrong.Knowing your group, making sure you communicate with them and realizing you cannot make change happen alone will help your change effort become successful. Communication must be clear and consistent while your plan needs to have important feasible goals. Another area to be aware of is that the plan change is not written on stone and that there might be changes that will take place throughout the planning stages. What one might come up with at the end as a leader for hanger might be totally different than what one started with.

Gulliver’s Travels Essay Essay

In this essay, on a pre-1914 novel, I will show how the main character changes emotionally, physically and mentally and also show how the novel was adapted into a film. I have chosen to study the classic Jonathan Swift novel, Gulliver’s Travels which was written in 1726. It is about a ship surgeon who goes on many voyages that change his life, his views on it and others around his. The novel is written in the past tense from the author’s point of view which makes it more believable that Lemuel Gulliver went on these expeditions. The book begins with a short account about the main character in Gulliver’s Travels, Lemuel Gulliver. He says about his family, how and where he got the money to be able to study, and eventually onto why he became a surgeon on a ship. It says the few friends he had left him and he ended up friendless with only a wife to help support him. This makes Gulliver feel lonely and depressed because he has no-one to talk to and so stays at home alone. As he stayed at home, his only friends those inside the many novels of the best authors he was reading, he was running low on money and so had to do something to be bringing in some sort of a salary. He decided to go on another adventure as a surgeon on a ship, to bring in some money to support his family, and ends up being shipwrecked and having to swim for his life. As he reaches land, scared, still depressed and even more alone, he lay still for hours on end resting and eventually falls asleep on the immensely short grass. As he awoke he found he was bound to the floor by many miniature ropes that were tied to his hair, arms, legs and face. As he lay on his back, Gulliver could only see towards the sky and so could not distinguish what the noises, that he could hear, were. He felt a strange movement over his leg which moved onto his breast and up to his chin. He looked downwards, without moving his head, to find a human not six inches high. He shouted Hekinah degul, which was repeated by the other small creatures around Gulliver. Now Gulliver feels frightened, puzzled and restricted, to both movement and communication due to the unknown language the small humans spoke. Throughout Lilliput, Gulliver feels superior to the â€Å"little people,† due to his size and it feels like a joke is being played on him- because of the stupidity of the situation. He felt inferior because he couldn’t speak the language- until he began to learn later on- and also because he was seen as a monster that noone wanted anything to do with. The Lilliputians were frightened of Gulliver, because of his size, and so Gulliver still felt lonely and vulnerable-because he could have had thousands of little arrows shot at him, could be tied down and murdered. As Gulliver began to learn the language he felt less restricted-because he could now partially communicate- and less alone because he could have an intelligent conversation with a Lillputian. He began to learn about the Lilliputian ways of government and life and the situation made Gulliver feel badly about the British way of politics. He found out that the Lilliputians were having a war with the small people of Blefuscu over which end to break an egg. This made Gulliver think that- normal sized- people have wars over things almost as silly and idiotic as which end to break an egg such as skin tone, religious beliefs and the fact that they are not speaking your language. Gulliver then started to belittle the- normal sized- human race, and had many ideas about how our world could be changed for the better. As time went on Gulliver became closer to the Emperor of Lilliput, after helping them in the war by stealing the Blefuscu armada’s warships. Gulliver stopped the Emperor and Empress from being burned alive, in their palace, by urinating on the imperial building. After this act Gulliver felt ashamed that he urinated onto the Imperail palace, even if it was to save the royal family’s lives, and scared because he had his eyeballs threatened to be gouged out. Gulliver fled to Belfuscu- after taking a small sheep with him to show his wife when he returned home-, found an abandoned ship, and used the Blefuscians bedsheets-sewn together- as a sail and returned to England to his family. As he was leaving, Gulliver felt happy that he was on his way back to his family, yet sad and scared- of himself- because of the stupidity of the situation he was in and that he must have been losing his mind and going insane. He stayed in England with his family for a while and then left for another journey as a ship’s surgeon. The film started with Gulliver sneaking around outside his home whilst his ex-wife-who was remarried to an old friend surgeon of Gullivers- and slept in the stable across the road. His son found him in the morning and told Mary- Gullivers ex-wife. Gulliver then told his son the whole story about Lilliput and the film showed what was happening as he was narrating it. He told the whole story to his son until Dr Bates- Gullivers old surgeon friend- took him to a mental institution to try and â€Å"help† Gulliver. Gulliver was kept in a cell and thought to be insane by the doctors. Whilst Gulliver was in the mental hospital, his son found the little sheep but it got loose as Dr.Bates shouted at Gullivers son and told him to leave his office. The film shows Gulliver to be a lot more eccentric than the novel and he also seems to be a lot more confident with himself and what he saw at Lilliput. As Gulliver retells the story- partially once inside the hospital- he notes that he didn’t return home after his voyage to Lilliput he went straight onto the next island and his next adventure. The film has a few slight adaptations from the novel, such as Gulliver not returning home, but has stuck to the novel pretty closely. The film shows that Gulliver tells his story back to everyone from the mental hospital whereas the book says nothing about where Gulliver is as the story is told. This is the main change from novel to moving picture so far.

Skip navigation links BFS 3460-08B-2 FIRE PROTECTION SYSTEMS Essay - 5

Skip navigation links BFS 3460-08B-2 FIRE PROTECTION SYSTEMS (BFS3460-08B-2) - Essay Example The supply fans of the upper and lower ventilation zones would then be actuated, while the exhaust fans are turned off. These actions would consequently produce a multi-floor sandwich effect in the edifice, and the net effect would be the generation of a pressure variance sandwiched between the hub and boundaries within the Heating Ventilation & Air-Conditioning (HVAC) zone of the fire origin (Brannigan & Corbett , 2008). Fire alarm plays a very significant role in sandwich pressurization. In exhausting the air from the origin of the fire, the fire floor is likely to drag the fire with it and consequently cause a further spread of the fire before it can be quenched. This is where the fire alarm becomes relevant; it is the fire alarm that assists in actuating the smoke control mode in the event of an inferno. The system then activates the pressurization fans and the fans continue running until the smoke detector supply channel is activated by the fire alarm. It is the fire alarm that aid the initiation of the pressurization system as the process begins when the system receives an actuating signal from the fire alarm in the stairs of the building affected by the fire. Hence fire alarm helps accomplish pressure

The Patriot - Movie Review Essay Example | Topics and Well Written Essays - 1000 words

The Patriot - Movie Review - Essay Example Having served in a war, Benjamin fully understands the implication of the war in terms of casualties and destruction. Freedom comes at a costly price but other citizens seem to lack this sobriety and are only infatuated with feelings of victory. In the bid to gain independence, the State gathering at Charleston endorses a war. Instantly, the state is plunged into unexpected violence and the British perpetrate unfathomable atrocities on the American Civilians. Thesis Statement: The theme of determination and emotional turmoil is greatly prevalent in the film, The Patriot. Most young men wanted to enlist in the Continentals, The United States Army. Gabriel, Benjamin’s son is no exception. Initially, Benjamin succeeds in preventing this enlistment. Upon the onset of war, Benjamin’s hands are tied and he half-heartedly allows Benjamin to join the war. The Crown’s army is far superior in terms of armory and the soldiers clearly outnumber the Continentals. All around t here are remnants of destroyed property and hanging corpses of civilians in areas conquered by England. Any sane person can establish that America will lose and wise people like Benjamin attest that, the war was won before it began. The family is deeply disheveled as they worry about Gabriel. Gabriel’s return from war forms a most profound scene and it is also the film’s turning point. ... When the head of the British regiment, William Tavington makes a call to the house to appreciate Benjamin’s generosity, an incriminating letter is confiscated from Gabriel by the British. Gabriel is mercilessly sentenced to hang for treason by the ruthless colonel despite Benjamin’s pleading. In the midst of this mayhem, his younger brother Thomas intervenes in an attempt to save his brother. Colonel Tavington does not hesitate and he shoots Thomas. The image of a helpless Benjamin clutching onto his dead son will be permanently etched in my mind. His pitiful face was so startling and I deeply empathized with him. This state of grief is representative of what Americans felt during the revolutionary war as they helplessly experienced the demise of their loved ones. The death of his son was so devastating, and in response, a warring spirit was stirred up in Benjamin. The once passive Benjamin resolved to take an active role in the revolutionary war, more so to avenge the death of his son. These events gave way to another violent yet moving scene. The atrocities committed by the colonel had fueled Benjamin’s rage and in this state of fury, he resolved to go after the British regiment that was about to hang his son. He handed rifles to his two sons. They all set off to take down an entire regiment! Benjamin, being a native, possessed an upper hand over the enemy as he had a good masterly of the terrain. He leads his sons to a strategic point where they lay in wait to ambush the British. It’s amazing how his son’s shot are right on point. They have been taught well by their father and his mantra is, â€Å"aim small, miss small†. This scene is well orchestrated

Alcohol abuse is a serious problem among many young people Essay

Alcohol abuse is a serious problem among many young people - Essay Example Statistics show that almost 64% of the high school students say that they have been drunk at least once. Among youth between the ages 12 to 17, 77% (Spear, pp. 71-81) say that they have had at least one serious problem related to drinking in the past year. The teenagers who engage in this problem suffer in various aspects of their life. Teenagers having drinking problems suffer in their education. They tend to skip school and their classes and their performance level starts going down as the problem increases. This is because their attention span towards anything goes down and hence their performance decreases. Another problem that arises is that of drunk driving and the number of accidents and deaths caused by it. Statistics show that underage drinking and alcohol use is more likely to kill youngsters compared to illegal drugs. Motor vehicle accidents are one of the leading causes of deaths of youth between the ages of 15 and 20. The rate of these accidents is much more for teenager s between ages of 16 to 20 rather than 20 years and above (Spear, pp. 71-81). Another problem is that of suicide. After depression and stress, alcohol abuse is the third factor causing young people to commit suicide for children between 14 and 25. Sexual assaults and rapes are also becoming increasingly common as an effect of alcohol abuse.