Saturday, January 25, 2020
Definition of Service Quality
Definition of Service Quality According to Farlex Free Dictionary, a night club also known as a discotheque, or simply a club or disco is an establishment or an entertainment venue which usually operates late at night, provides entertainment such as dancing and generally opens until the early morning. In addition as per Wikipedia, a nightclub is differed from bars, pubs or taverns by the inclusion of a dance floor and a Disc Jockey (DJ) booth, where a DJ plays recorded dance, hip hop, rock, reggae, dub step, pop music and a mix of songs played. 1.2 Definition of Service Quality Philip Kotler (1997) defined service as an action or an activity which can be offered by a party to another party, which is basically intangible and can not affect any ownership. Service may be related to tangible product or intangible product On the other hand, Zeithaml and Bitner (2003:85) mentioned that, Service quality is a focused evaluation that reflects the customers perception of specific dimensions of service namely reliability, responsiveness, assurance, empathy, tangibles. Based on the assessment of service quality provided to the customers, business operators are able to identify problem quickly, improve their service and better assess client expectation. (Business Dictionary.com) 1.3 Importance of Service quality Londe et al, 1988 stated that it is the customer service management that will derive the importance of service. In services marketing, customer service is regarded as a component of marketing mix. Zeithaml and Bitner, 1996 mentioned that high quality customer service is not just customer service department but all levels of management and staffs need to accept and have a state of mind regarding customer care. On the other hand, Payne, 1995 added that there is pressure on customer service due to competition and technological. He also stated that higher standards of service are being demanded by consumers as they are becoming more sophisticated and updated in their requirements and to them service refers as customer satisfaction, customer delight, service delivery, customer relationship, hence, to provide good service to customers, service companies need to take into consideration the important variables of service quality namely, assurance, empathy, reliability, responsiveness and tan gibles. Thus as per Payne, 1995 customer service and quality improvement initiatives are closely related to each other. Moreover, marketing, customer service and relationship marketing are brought together through relationship marketing and marketers are very concerned about the attainment of quality. (Christopher and Ballantyne, 1991) However, different authors have stated that service quality has been associated as having clear relationships to the following factors: Costs ( Crosby,1979) Profitability ( Buzzell and Gale,1987;Rust and Zahorik,1993) Customer Satisfaction ( Boltan and Drew,1991; Boulding et al,1993) Customer retention (Reichheld and Sasser,1990) Behavioural intention and positive word of mouth (Anderson and Zeithmal, 1984; Philips, Chang and Buzzell, 1983) Moreover, Anderson and Zeithmal, 1984; Philips, Chang and Buzzell, 1983 claimed that, customers buying decisions are influenced by quality which is considered as the most important purchase decision factor and it also contributes to market share and return on investment.Garvin,1983 added that quality has strategic benefits in terms of improving productivity and lowering manufacturing costs. 1.4 Dimensions of Service Quality: SERVQUAL Model According to A. Parasuraman, V.A.Zeithaml, and L.L.Berry, it is during the service delivery that the quality of services is assessed and the contact with each customer implies as a chance to satisfy or dissatisfy the customer, a moment of truth. They defined customer satisfaction with regards to service as by comparing perceptions of service received with expectations of service desired. They also mentioned that an excellent quality of service is perceived when expectations are exceeded and on the other hand, service quality is considered as unacceptable when expectations are not met. Lastly, quality is satisfactory when perceived service confirmed expectations. In addition, Parasuraman, Zeithaml, and Berry (PZBs1988) introduced five dimensions which led to the development of SETVQUAL, these dimensions are as follows: Tangibles: These include the appearance of employees, physical facilities being offered and equipment which form part of service experience. Reliability: The way the service is being delivered, that is, the ability to deliver the promised service precisely and consistently. Responsiveness: Willingness to help customers, respond to their queries and also to provide rapid service to them. Assurance: Understanding and courtesy of staffs and their capability to inspire trust and confidence. Empathy: Helpful, care about the customers requirements and the firm provides individualised attention to its customers with compassion. Furthermore, as shown in the figure 1.1 below A conceptual model of service quality with the dimensions of service quality was developed by A. Parasuraman, V.A.Zeithaml, and L.L.Berry. They based their research on several different service categories like for example retail banking, long distance telephone service, credit card companies. Thus, they identified that tangibles, reliability, responsiveness, assurance and empathy were the five main dimensions used by customers to judge service quality. Perceived Service Quality:- 1. Expectation Exceeds ESPS (Unacceptable Quality) Dimensions of Service Quality:- Reliability Responsiveness Assurance Empathy Tangibles Word of Mouth Personal Needs Perceived Service (PS) Expected Service (ES) Past Experience As shown from the diagram above, A. Parasuraman, V.A.Zeithaml, and L.L.Berry added that customers judgements of service quality are based on a comparison between expected and perceived quality. They also stated that the gap between expected and perceived service is a measure of service quality that is satisfaction which is either negative or positive. They also found that in order to ensure consistent delivery of services organisations are faced with challenges to design their service delivery systems. However, many authors have also put forward different conceptualisations over the time, like for instance three component structure- functional, reputational quality and technical by Gronroos (1984).Five components namely level of customer satisfaction, customer interaction/staff, internal organisation, corporate image and physical support given to service producing system.( Nguyen, 1988)
Friday, January 17, 2020
Planning And Threat Assesment Essay
Abstract             When one is determining the credibility and seriousness of a threat, then he is engaged in the process known as Threat assessment. A threat may be individual security threat, a group security threat, a bombing threat or even a fire setting threat. Threat assessment also investigates the probability of the peril being carried out. Once a potential threat has been assessed and is seen as serious, prevention and mitigation steps are carried out. The context of threat is very important when interpreting risks (Feher, 45).            In order to evaluate threat, some questions should be addressed. Some of the question is the character of the threat, what is the objective of the threatener, what does the threatener want to put across, the victim’s sensitivity to the threat, how credible is the threat, the threatener’s aim, is there a secondary gain targeted by the threatener? When addressed the questions will help in evaluating the threat; the threat’s credibility and chances of its occurring (Dietz, 129).            In threat assessment, planning is imperative because it reduces the chances of the threat occurring. It also mitigates the effects of the threat, resolve their implications, and insulate the fallout and builds confidence of the parties involved. Threat assessment is not solely about security concerns although it is its primary concern (Borum, 335).            A general framework of threat assessment should incorporate the identification of threat or emergency, estimate of probability, development of prevention and mitigation strategies and resource allocation of which should be based on evaluation of likelihood of occurrence and impact.            Planning should be dynamic and contextual since one strategy will not fit all the threats that may concern an individual detail, planning must reckon with the context. Planning also needs continued evaluation of likelihood of occurrence and effect of prevention and mitigation of the effects and of changing context. Planning is a fact (Boon, 77). Planning and threat assessment: Case study of a white supremacist principal            When planning the detail of security for the principal, it is imperative to identify the threat at hand. My principal is a white supremacist and has many enemies. He cannot defend himself when confronted with a threat since is confined to a wheelchair 24 hours a day. His security detail must also be inclusive of a nurse who may not know how to handle precarious situations and may be under threat herself. She must be protected from harm at all cost because the principal is dependent on her.            Being a white supremacist, he is under threat of other races especially the blacks and Latinos. They both have a history of violence especially when racially discriminated against. The have access to sophisticated weapons and they are capable of planning an ambush on the highways. There have been rumors circulating around Los Angeles that black supremacists have put a figure on the principal’s head. They are known to possess a lot of money and influence in the Los Angeles Ghettos.            Apart from the Blacks and Latinos, the principal has other enemies as well. Apart from other races that would have all the motivation to eliminate him, he also has white enemies as well. Some of them are said to be connected to the mafia and so they could attack anywhere and anytime. They can also use the government officials to accomplish their desires.            One of the other threats is that a rival white supremacist group is suspected of being behind a series of murders and the recent brutal beating of the principal’s assistant chief. The media has already speculated that they are fighting for political power in the State of California among the white supremacists movement.            The main threat is outside the courthouse. He is to defendant to charges of murder and civil rights violation, especially to the non-whites races. This is because the many of the rival groups and extremists will be attending the hearing. These include fundamentalist’s religious groups, civil rights activists, and other white supremacist groups among others. It is anticipated that the hearing will be very emotional and might spark off anger that could turn out to be violent.            One concern that the security detail of the principal has is the withdrawal of police from his security detail. The chief of police has said that his men will not be responsible for the principal’s security. It is a concern because the principal want to make a grand entry to the court and also want to talk to the press. This is a major threat because the principal might spark off anger before entering the court, plus putting his numerous enemies on the picture, his life would be at a threat of gunning down by a sharp shooter placed anywhere in the surrounding court environment. It is particularly hazardous because the court is surrounded by skyscraper buildings. Mitigation of threat            In order to mitigate the chance of the threat that is currently facing the principal, it is important to note what could be done to avoid the threat from occurring at all. It is also important to note that at our disposal we have only eight security men covering the principal, and this against the very large force of enemies is a very little number of security details.            First we have to avoid the highways whenever possible. This is because the Blacks and Latinos have the tendency to lay an ambush on the highways and this may also be an incentive for other rivals to Lay ambush on the principal’s motorcade. An alternative means of transportation is paramount to evade the risk of the highways. It would be prudent to hire a helicopter for the principal, the nurse another security man and to oversee that the principal travel from home to the courthouse grounds without the necessity to go through the highways.            Since it is not practical for all the security detail to go with the helicopter, prior arrangement must be done so that the rest of the security detail get to court on time. It must be before the principal’s helicopter reaches court. They will be responsible for determining the threat that will be facing the principal and organizing for the general security of the principal when he arrives in court.            There will also be the need for acquiring vehicles for the rest of the security detail. There will need to be enough vehicles for the transport of the entire security detail so a minimum of three vehicles will be needed. The vehicles should be parked in strategic places for the immediate departure should a necessity occur after the hearing. The same should apply to the helicopter. These vehicles will need to be unmarked and cannot by any chance be linked to the principal as this may compromise the security detail. If possible the vehicles should be new.            Communication should be of high quality so that the security detail on the ground monitoring the situation should in contact with helicopter at all time. The communication gadgets should be free off interference from outside parties and should be very alert of outside parties listening in. State of the art communication systems will be employed when            In order to minimize the occurrence of threat, the security detail should be very particular on timing. Regardless of the principal wanting to make a grand entrance to the court, little contact should be encourage between the principal and outside parties particularly the press. More time being afforded to the principal and the outside parties increases the occurrence of threat. The timing should be that the time of arrival of the principal will minimize the time of contact with the outside parties. After hearing all the security detail should be on hand to ensure the minimal contact of the principal to the outside parties. I being the head of the security detail will explain the importance of this to the principal should he need any explanations as to why he was not allowed maximum contact with the outside parties and press.            More security details need to be hired to help the strained security details. There will be need to look for capable men of handling this assignment and so as to enhance the security of the principal.  Resource Allocation            After threat assessment, it is necessary to allocate some resources so that they can be used to avoid the threat from happening.            In our case of the principal, there will be need to hire a helicopter but it would be more economical to buy one because the principal will need to be traveling so more after the trip to the court. This will reduce the risk of being ambushed by the enemies on the highways.            There is also the need to invest on new vehicles for the security detail. This is because the vehicles will need not to be linked to the principal as this could jeopardize the safety of the principal and the security detail as well.            There is also the need for the investment in state of the art communication devices. This will enhance the effective security monitoring and the communication of possible threat from the ground to the helicopter.  Conclusion            Considering all the threats that face individuals and given the concern for public safety, there is a public wish to establish a threat assessment program for the pubic as well as individuals. Most prone to these threats are public figures, celebrities, leaders of all sorts including fundamentalists and supremacists and witnesses among many more members of the public (Baxter, 194).            Such programs require preparation, knowledge and deverness in order to be capable of identifying serious threats as well as intervening and addressing them in public. These should be done in such a manner as not to inappropriately heighten public fears and thus causing overreacting of the public. References Baxter, V. Margavio, A. (1996). Assaultive violence in the U.S. post office. Work and Occupation, 177 – 196 Boon, J.C.W. Sheridan, L (2001). Stalker typologies: A law enforcement perspective. Journal of Threat Assessment. 75 – 79 Borum, R, Fein R, Vossekuil, B Berglund, J. (1999). Threat Assessment: Defining an approach for evaluating risk of target violence. Behavioral Sciences and the Law. 323 – 337 Dietz, P. E., Martell, D. A. (1989), â€Å"Mentally Disordered Offenders in Pursuit of Celebrities and Politicians.†National Institute of Justice: Washington D.C. 125 – 150 Feher, B. A., et al.(2002). Studies of U.S./ Navy Air Defense Threat Assessment: Cue, Information Order, and Impact of Conflicting Data. San Diego, U.S. Navy Air Defense. 32 – 57
Thursday, January 9, 2020
Job and Study Habit - 1678 Words
Bulacan Agricultural State College Institute of Graduate Studies Pinaod, San Ildefonso, Bulacan A paper presented to Joseph Bareng, Ph. D. Professor In partial fulfillment of the requirements of the subject PHILOSOPHY OF EDUCATION MATEO, ALDWIN CRUZ MAED E 31 MARCH 2015 CHAPTER I INTRODUCTION â€Å"Life must be understood backwards but must be lived forward†-Soren Kierkegaard â€Å"Education is not preparation for life†¦ it is life itself†¦Ã¢â‚¬ -John Dewey In the eve of the Philippine Formal Education, Filipinos were already following a system of â€Å"training†for the young ones especially in preparing them for life in their communities or tribes. The belief of the â€Å"anitos†had given them some sort of†¦show more content†¦The spirit of education should be experimental, because the mind is fundamentally a problem-solving instrument and it is therefore more important to try alternative means for successfully solving problems than to pursue neat theoretical formulations.†(Philosophy: History and Problems 1989 p. 425) APPLICATIONS TO PHILIPPINE EDUCATIONAL SETTING A. The Curriculum The Philippine Educational Curriculum, as mandated by law, had been composed of rigorous subjects that were based on the basic needs of skill training and problem solving. The curriculum included Mathematics and Science for problem-solving and the other subjects for skills training. Dewey’s principle was very much evident in the subjects incorporated in the curriculum that would enhance and change the â€Å"habits†and learning of which it was intended. Thus this would lead to the life-long effect to the learners making them ready to pursue and engage the problems they would face. B. The Teaching-Learning Process The teaching-learning process entailed the real-time solving of any problem gearing toward life-long â€Å"intelligence†of the matter making it useful in their situation. Such occasion would need much problem-solving skill to gain capabilities, if not survive, to develop and change for the better. Dewey’s instrumentalism and pragmatism was used as means to alter previous habits to become meaningful intelligence for a personShow MoreRelatedThe Effects Of Childhood Obesity On Children965 Words  | 4 Pagesmany varying factors, such as diet, lack of knowledge of general health for both parent and child, and social class standings. Child obesity is defined by the BMI, or body mass index, percentage in relation to the child’s personal weight and height. 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Next my low areas from the College Student Inventory was Study Habits, Intellectual Interests, Verbal and writing confidence, and Desire to finish college. First off I was really surprised on my study habits. I actually have good study habits just I don’t choose to study all the time just when I have to do well I study a lot and make note cards, do whatever it takes to know all the information. Next intellectual interests, I was not surprisedRead MoreIs Gerontology A Multidisciplinary Study?975 Words  | 4 PagesGerontology is a multidisciplinary study. We cannot study aging based on a few simple factors. There are many different variables that go into how a person ages. Everyone comes from a different background, different genetics, and goes through different life experiences. This is why no one person can be aged using the same method. The most common way people measure age is through chronological age. Chronological age is simply counting the amount of literal years a person has been alive for. This methodRead MoreStudy Habits And You May Improve Your Learning Ability792 Words  | 4 PagesExpand Your Learning-Style Study Habits and You May Improve Your Learning Ability! By Elizabeth McMillian | Submitted On March 06, 2012 Recommend Article Article Comments Print Article Share this article on Facebook Share this article on Twitter Share this article on Google+ Share this article on Linkedin Share this article on StumbleUpon Share this article on Delicious Share this article on Digg Share this article on Reddit Share this article on Pinterest Expert Author Elizabeth McMillianRead MoreResearch Study On Study Habits1643 Words  | 7 PagesTopic: Study Habits General Purpose: To motivate Specific Purpose: To motivate students to change their study habits. Thesis: INTRODUCTION I. Attention Step A. 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Wednesday, January 1, 2020
The s Social And Cognitive Development - 1504 Words
We live in one of the poorest and under performing school districts in the Portland area right now. For this reason, my wife and I have decided that we will be homeschooling our son Davyn. Since I was home schooled as a kid, I know how difficult it can be for maintaining and developing a social circle. The scope of this paper will be Davyn’s social and cognitive development. While as his father I have a vested interest in his development at all levels, for the sake of brevity I will be concentrating on these two developmental aspects. Context The context in which I will be promoting my son’s development will be both teacher and father. This is noteworthy because I will be taking a more active role in my sons learning than most†¦show more content†¦We are already using the technique of scaffolding to get him ready to read. He s working on sight words and simple letter sounds for the past month or two and has started to be able to read very simple words, which is pretty impressive for a three year old. Right now, we are working on his emotional regulation, because that s the stage in life he is at. This is one of those times where nature may be coming in to play as he has a high emotionality and is also soft spoken like his parents. We have been very careful to validate his feelings and have been working with him on how to comfort himself when he is upset. It s been a little hard for him, because he is still at the stage where sad and angry are very difficult to separate, and he doesn t quite have the words for feelings even though he has a decent vocabulary. Since emotional expression is a very important step in his social progression, we are making sure that his voice is heard and that he feels safe and comfortable talking about how he feels at any given moment. This has been a challenge in his daycare. Since he is so soft spoken, he is often overlooked and most likely picked on in large groups and is only noticed by adults when he acts out. While we can t control the daycare, we are working on increasing his social interactions with friends and play dates, and really encouraging him to ask for what he wants. We have also enrolled him in a summer T ball camp so we can help him
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