Service quality and customer satisfaction are important to marketers Essay Example

Service quality and customer satisfaction are important to marketers Essay 1. Introduction It is the job of a marketer to realise, understand and effectively make use of how a customer can best provide the business with the profit that it strives for. As marketing in the 21st century has moved away form traditional offensive strategies and moving towards defensive strategies where pull factors become vital when attracting and maintaining customers. A customer will purchase a product or service for a number of reasons, all however, are to satisfy the customers need or want at that moment in time. If we can understand what motivates the customer to purchase we can start to understand how and why the customer becomes one of the businesses biggest asset as it is the customer who affects the bottom line measures of success, namely profits. We will write a custom essay sample on Service quality and customer satisfaction are important to marketers specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Service quality and customer satisfaction are important to marketers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Service quality and customer satisfaction are important to marketers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer In order to analyse the title statement and ascertain outcomes and conclusions this paper will examine both classical and modern day literature making reference to how the areas of service quality, satisfaction and customer retention have been focused upon in academia. This paper shall endeavor to highlight any relevance links between these areas of business whilst answering the question of the statements validity in modern-day business. Breaking down the title quote will allow us to compare and contrast past literature on the subject and how they relate to each other. 2. Service Quality Berry et al (1988) defines service quality: Service quality can often make the difference between a businesss success and failure and Quality is conformance to customer specifications; it is the customers definition of quality, not managements that counts. These quotes put in context the importance of service quality and how important it is to focus on the customer when aiming to create this quality in service. Berry et al (1988) describe service quality as being a major differentiator for businesses as well as being a powerful competitive weapon. There has been overwhelming literature on the subject of service quality on the past two decades. Gronroos (1984) explains a customers perception of service quality: it is reasonable to state that the perceived quality of a given service will be the outcome of an evaluation process, where the consumer compares his expectations with the service he perceives he has received, i.e. he puts the perceive service against the expected service. The result if this process will be perceived quality of the service. If a customer enters the market place with low expectations of the service he or she is about to experience it is likely that if the service is better than expected the perceived level of quality of service will be high. Similarly, if expectations are high it is going to be harder for the supplier to meet the customers expectations. The service quality cannot simply be determined by the organization, it must come from the customer. If the supplier can realize what the customer wants, and more importantly, what the customer expects, it can use this information when attempting to serve the customer. Gronroos (1984) goes on to describe Technical and Functional quality, see The Service Quality Model figure 1 below: The technical quality is the outcome of the transactional. This is what the customer attempts to find when entering the market place and seeks to satisfy the original want or need. The functional quality is how well the service does its job and is what contributes to the quality of the service. Once the technical and functional qualities are added to the image of the service the customer can start to evaluate its service quality. The image of the organization and the image of service itself can dramatically affect the way in which the customer perceives the overall service quality. Gronroos (1984) also explains that: image may be a quality dimension. If a consumer believes that he goes to a good restaurant and the meal, for instance is not perfect, or the behaviour of the waiter is irritating, he may still find the perceived service satisfactory. Zeithaml and Bitner (p.92, 2003) explain how consumers judge service quality: Over the years service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided, the process by which that outcome was delivered, and the quality of the physical surroundings where the service is delivered. The Interactions Qualities are the qualities that the organization attempts to serve the customer with, such response times and the ability to communicate clearly with the customer. Any combination of the five factors above contribute to how the customer perceives the service quality he or she receives during the interaction between them and the organization. The Physical Surroundings that the customer is aware of is another quality that contributes to service quality. This can be as simple as a comfortable chair for the customer to sit on whilst he or she is dealing with the organization the perception of a customers surroundings can influence a customers overall perception of service quality. An example of this would be Nike Town where the whole where the customer is encouraged to fully engage in the shopping experience as it becomes a day out offering customers to perceive excellent quality service. The Outcome Qualities are what gets the customers attention and what the customer wants to get out of the interaction with the organization. For example, if a customer wanted a jacket to be dry-cleaned the clean jacket would be the outcome quality. Again, the five factors listed above make up an overall perception for the customer on the outcome quality. Parasuraman, et al (1985) describe how understanding customer expectations through market research and open communication with employees contributes to the five service quality dimensions. If an organization can gain information about the market it can more effectively create superior service dimensions for the customer by identifying what the customer wants and how these wants fit into the market as a whole. Open communication with employees also allows the organization to gain first hand data on customer responses as employees often received on-the-spot feedback from customers. Parasuraman, et al (1985) also describes how management commitment to service and employee performance impact on how the service dimensions are perceived. Zeithaml Bitner (1996) describe the zone of tolerance and the two levels of service expectation, see figure 3. Figure 3 The zone of tolerance lies between a perceived adequate level of service and the desired level of service. Due to the nature of services variation can often arise from serving one customer to another. One customer may even experience different levels of service, or a lack or consistency, from one transaction to another. The zone of tolerance allows for an amount of variation where the customer still finds the service to be acceptable if the perceived level of service drops below the acceptable level the customer will become frustrated and dissatisfied. The zone of tolerance can increase or decrease for individual customers depending on factors including competition, price or importance of specific service attributes (Lovelock et al, p.127, 1999) For example, if a customer was given a complimentary holiday from a travel company they are likely to have a larger zone of tolerance than if they had paid full price. The level of service they receive may drop to below what they would usually accept but because the holiday was free they may not be dissatisfied. Just three years later Burrell and Gale (1987) show us the PIMS Principle (figure 4) and the relationship between Relative Quality and Relative Market share. This is a useful model to understand as it brings in the Return on Investment (ROI) which most models do not include. The equations are: High Market Share + High Quality = High ROI Low Market Share + Low Quality = Low ROI We must remember that service quality is rarely described as a cheap or short-term implemented part of business. Berry et al makes it clear that service quality is long term if it is to work. There are no ways to change the attitudes, habits, knowledge, and skills of human beings quickly. Service quality can add a valued differentiator to the products offered where goods in todays environment are largely undifferentiated. However, this will inevitably have an instant effect on bottom line success in that it will costing will increase. 3. Customer Satisfaction We can define customer satisfaction: Satisfaction is the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment. Zeithaml and Bitner (2003) quote R. L. Oliver. Satisfaction happens when the customer perceives the product or service to at least meet their expectations. The customer may experience fulfillment, contentment, pleasure, delight or relief. If the customers needs or wants are not met he or she will become dissatisfied. Zeithaml and Bitner (2003) go on to compare customer satisfaction: Although they have certain things in common, satisfaction is generally viewed as a broader concept, whereas service quality assessment focuses specifically on dimensions of service. Based on this view, perceived service quality is a component of customer satisfaction. We can see how the Customer Perceptions of Quality Customer Satisfaction model (Zeithaml and Bitner, 2003) is completed in figure 5. Figure 5 We can see that price is introduced as a contributing factor to customer satisfaction, whereas as price does not contribute to service quality. Most importantly, we can see that situational and personal factors influence customer satisfaction. These factors are beyond the control of the organization and are part of individual customers and what they bring with them to the market place. Customers emotions can also affect their perceptions of satisfaction, Positive emotions such as happiness, pleasure, elation and a sense of warm-heartednesss enhanced customers satisfaction (Zeithaml Bitner, 2003) Zeithaml are offering the notion of emotional transactions with the service delivery and if organizations factor this into the delivery it is likely to enduce a positive outcome of customer satisfaction, hence customer satisfaction is in itself an emotional state. This is important to marketers, as a customer with already positive emotions is likely to respond to the service quality with an already positive outlook when dealing with the supplier. Negative emotions will, however, have the opposite affect. negative emotions such as sadness, sorrow, regret and anger led to diminished customer satisfaction. (Zeithaml Bitner, 2003) Cronin Taylor (1992) describes the results from their study on Service Quality that they link to satisfaction and the relationship the results are as follows: (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, (4) service quality has less effect on purchase intentions than does consumer satisfaction. 4. Defections Management Realising and effectively managing how and why customers decide to leave, or defect, from your company can have a positive impact on bottom line success. Companies can boost profits by almost 100% by retaining just 5% more of their customers. (Reichheld Sasser, p.105, 1990) Reichheld Sasser (1990) explain the cost of losing a customer in relation to the initial spend made by companies to gain the customer in the first place. An example of a credit card is used to demonstrate how attracting one customer can cost as much as $50 but this outlay is not recouped until year two. They explain that operating costs decrease the longer the customer stays with the company, and revenues increase year on year as the customer becomes more confident in using the service. Costs are likely to decrease as a more confident customer is expected to spend less time asking questions and more time making use of the service i.e. spending. Defections Management can also result in increased profits from referrals and price premiums. 5. Repeat Purchasing and Retention Customer repurchase intention is influenced by seven important factors service quality, equity and value, customer satisfaction, past loyalty, expected switching cost and brand preference. (Hellier et al, 2003) Past loyalty to the product is likely to influence the customer making another purchase simply due to the loyalty the customer feels towards the business. If a customer has been loyal in the past it may feel perfectly natural to carry on with a system that has worked in the past. Large organizations, for example, will often order supplies such as stationary from the same supplier because they have systems in place to make those orders due to past loyalties with the supplier. The expected switching cost can be a major contributing factor to repurchases in industries where joining fees or get-out clauses exist. Jones Sasser (1995) compare satisfaction with retention at Rank Xerox in the early 1990s (Figure 6). High levels of retention are not met until the customer is very satisfied. Just not dissatisfying the customer or even satisfying the customer is not enough to gain 50% or higher levels of retention. Rust et al (1995), however, say that scores of 5 will result in 97%, a score of 3s and 4s will result in 95% retention. We can see from this that satisfaction to retention varies from one organization to another, as well as from industry to industry. Figure 7 (Jones Sasser, 1995) displays how this relationship changes dependant on industry. A service such a telephone service provider (or most utility providers) often serve their customers because there is none or very little alternatives available. Contracts and notice to leave also result in customers staying with their service provider because it is more convenient, even if they are not especially satisfied. A motorcar supplier is shown to have the opposite affect as there is much choice in the market and customers are free to purchase how and when they like. Technological advances may also influence if and when a customer defects from one company to another, as they may desire new technology from a competitor. Robert Weisman, Boston Globe (2004) supports this notion: Some customers may feel trapped theyll continue doing business with their vendors because they have to, not because they want to. We can also explore the notion that loyal customers have a direct postive affect on bottom line business success. Much literature on loyal agrees that loyal customers will be more familiar with a companys transactional processes and therefore should find it cheaper to serve them (Reinartz et al, 2002) Reinartz et al (2002 ) do not agree fully that loyal customers have a direct positive affect on profits: Specifically, we discover little or no evidence to suggest that customers who purchase steadily from a company over time are necessarily cheaper to serve, less price sensitive, or particularly effective in bringing in new business.

fotoexplorer essays

fotoexplorer essays FotoExplorer is an extension to the Windows 95 or Windows NT Explorer. It makes your digital camera appear as one of the devices inside the "My Computer" folder. It gives you a very simple and intuitive way to view and manipulate images directly from your digital camera without the extra steps of launching acquisition software. You can easily preview your images, delete those you don't like, save the ones you want to keep. You can insert pictures directly from the camera into a business presentation, an e-mail message, a report, or your Web page. You may also print an image, a batch of images or a collection of thumbnails without the need for any other software. It is not an image-editing tool. If you need to adjust color balance of your image or make it sharper you will have to use some image editing software. In that case FotoExplorer is still a perfect tool that allows you to select the images you want and drag them from your camera into the image editor. It is not a tool to print fancy layouts, greeting cards, calendars, etc. If that is your goal use FotoExplorer in combination with some specialized printing software. It is not many other things. It will not wake you up in the morning nor will it start your coffee machine, sorry. But if you own a digital camera it will make your life a little bit less complicated. Insert Disk 1 into your disk drive. Run (Double Click on) the file called setup.exe. The installer should lead you through the rest of the installation If, for some odd and inexplicable reason, you may wish to uninstall the FotoExplorer, you may do so by running Control Panels, Add/Remove software and select the FotoExplorer from the menu. After you install FotoExplorer you will have to tell it what kind of digital camera you have and what kind of connection it uses. To change the settings, open your Control Panel and double-click on "Digital Camera Settings" icon. If you ...

A New Ending to the Lord of the Flies

Instead of coming at me, like I thought he would he ran the opposite direction and started screaming at the top of his lungs. By now the fire was out of control; it was racing down the mountain side, faster than fast. I started to run again, this time I was running toward the beach. â€Å"I need to get the littluns to safety† I said to myself. I ran and ran to the beach and went to grab the conch were it should have been; but I stopped myself. The conch is gone just like Piggy. Shattered, into a million pieces. I fell to the ground with exhaustion and grief. I could feel the heat of the fire coming nearer and nearer. As Jacks hunters came closer to me I heard them chanting a different chant. I could have sworn that I hear Jack screaming in pain. Someone burst out of the trees, screaming in pain. â€Å"Jack,† I said to myself as I looked to see if I was right. Sure enough I was right, but this was worse than I imagined, he was on fire! Half of his body was burnt. He looked at me with a sad, hurt look. He ran past me and jumped into the ocean. Jack never resurfaced, and I wasn’t about to go and get him. I heard more screaming behind me. I knew they were coming after me so I ducked down and tried to not move. Maybe they won’t notice me. It must have been ten minutes before I heard any noise coming out of the forest. But as everyone gathered around me it became silent. â€Å"Is everything all right? † I heard a somewhat familiar voice say. I looked up to see who was talking. I started to talk, but as I saw who it was my mouth just stayed open. â€Å"Dad? † I said in unbelief. â€Å"I knew it. † I yelled as I got up and ran to him. He stared as if I was dead. Maybe I am dead and this is all a dream. As I jumped in to his arms I was assured that I was alive when he caught me. He whispered in my ear. â€Å"Ralph? Is that you? † â€Å"YES! † I yelled â€Å"it is me! † I said more quietly. I started to cry out of relief. Dad started to cry too. â€Å"I thought you were dead! † he said barely above a whisper. â€Å"Well, how many of you are there? † he asked getting up and putting me down. â€Å"Um, I really don’t know. There are a few kids dead. † I said the last part a little quieter. â€Å"Well than, who is the leader. Roger was standing next to me. When dad said this, I half expected him to claim the glory, and I was going to let him. Instead he backed up, as did all the other kids. Roger spoke up, â€Å"Ralph is the leader. † He said this with a sound of remorse. â€Å"Ralph? How could you let this happen? † dad sounded surprised that I could let everything get so out of hand . â€Å"I tried to keep everything under control, but when jack got mad and left, everything went out of hand. You can’t honestly think that I could keep control over twenty some boys. I said this and started to cry. â€Å"Well then I guess we should get you boy’s home. † My dad said with a look of guilt on his face. I don’t blame him, though. On the ride home I couldn’t help but ask how mom is. She is fine apparently. I can’t wait to see her. Dad said she couldn’t get over the fact that I was gone. When we made sure that every one was home and good, we made our way home. As we arrived to the house I was reminded of the day I left here some time ago. As I burst through the door to start my life over.

Organizational Change Essay Example | Topics and Well Written Essays - 750 words

Organizational Change - Essay Example This discussion evaluates the reasons for change and most probable responses to the intended change; further, change management as explained in the literature will be explored before concluding with key findings. Innumerable reasons drive organizations to bring about changes in various aspects such as strategies, structures, systems, leadership, services/products, markets etc. The process of substantive change is often a complex process and requires the involvement of many people at various levels, and sometimes even external entities. Reasons for changes can be external forces or internal forces. External forces include political, geographical, legal, social, market-related, competition etc; and internal forces are usually driven by external forces and may include changes to culture, leadership, new products/services, cultural differences etc. Most importantly, organizations are either required to adhere to new laws; adjust to new political systems; enter new geographical locations; introduce new products/services to meet new customer demands; and/or to stay competitive in the market. Internally, the reasons may include entry of new leaders at the top, which also results in changes in organizational culture and strategies; introduction of new organizational systems, technologies, and structures; introduction of new products/services etc. ... n common reasons for resistance, such as lack of information, misinterpretation of change, preference and liking towards the status quo, willingness and commitment, fear of performance-related attributes, and fear. Fear is mostly due to lack of information and understanding related to the need for change and its future impact; fear may also be due to notions attached to job security, status, position or role; fear of failure in performance and rewards and fear associated with increased workloads; fear of change in work groups and disruptions to established interrelationships; and fear of change in power and authority (Nelson & Quick, 2012). Another important point is that identified by Eccles (1994), i.e., lack of trust in management also causes fear and resistance to change (Dawson, 2003). Another perspective is that of emotional aspect developed by employees with respect to their job, relationships, position, performance, location etc (Jordan, 2004). Nelson and Quick (2012) assert that managing change requires the management to build trusting relationships with employees. Openness and transparency in communicating the reasons for change, process of change and expected outcomes of change can be a great beginning to change implementation. A shared vision related to the expected outcomes through intended change will improve commitment towards change. Most importantly, involvement and belongingness of employees are required for successful change. Before adopting strategies towards this effort, employee resistance should be addressed through clarity in roles and goals, and constant communication related to the progress of intended change. This will improve employee commitment and trust in management; it will also enhance involvement, cooperation and collaboration of

Activities Problem(s) c16 2,7,14,and 21, c17 7 and 25 Essay

Activities Problem(s) c16 2,7,14,and 21, c17 7 and 25 - Essay Example If you did quit, you expect you could find a new job paying $85,000 per year, but you would be unemployed for 3 months while you search for it. Marpor Industries has no debt and expects to generate free cash flows of $16 million each year. Marpor believes that if it permanently increases its level of debt to $40 million, the risk of financial distress may cause it to lose some customers and receive less favorable terms from its suppliers. As a result, Marpor’s expected free cash flows with debt will be only $15 million per year. Suppose Marpor’s tax rate is 35%, the risk-free rate is 5%, the expected return of the market is 15%, and the beta of Marpor’s free cash flows is 1.10 (with or without leverage). You own your own firm, and you want to raise $30 million to fund an expansion. Currently, you own 100% of the firm’s equity, and the firm has no debt. To raise the $30 million solely through equity, you will need to sell two-thirds of the firm. However, you would prefer to maintain at least a 50% equity stake in the firm to retain control. Natsam Corporation has $250 million of excess cash. The firm has no debt and 500 million shares outstanding with a current market price of $15 per share. Natsam’s board has decided to pay out this cash as a one-time dividend. d. Suppose Raviv retained the cash so that it would not need to raise new funds from outside investors for an expansion it has planned for next year. If it did raise new funds, it would have to pay issuance fees. How much does Raviv need to save in issuance fees to make retaining the cash beneficial for its investors? (Assume fees can be expensed for corporate tax

Effectiveness of bollinger band in signaling ‘Buy or Sell’ Essay Example for Free

Effectiveness of bollinger band in signaling ‘Buy or Sell’ Essay

Do Magnet Schools Work? :: essays research papers

Do Magnet Schools Actually Work? The 1954 decision by the Supreme Court of the United States in Brown v. Board of Education of Topeka, Kansas, represented a turning point in the history of the United States. (144) Reversing the 1896 Plessy v. Ferguson ruling, which said that racially "separate but equal" public institutions were legal, the court held that segregated public schools were "inherently unequal" and denied black children equal protection under the law. It later directed that the state provide desegregated educational facilities "with all deliberate speed." Kansas had been only one of many states that had "separate but equal" schools that were affected by the decision. Although Southern white officials sought to obstruct implementation of the Brown decision, many blacks saw the ruling as a sign that the federal government might intervene on their behalf in other racial matters. The court ruled that the schools would have to come up with a solution to the problem of desegregating the schools. Special schools called â€Å"Magnet Schools† were set up. These schools were designed as a desegregation method. There were three methods used in the desegregation of the schools. Black students were bussed out to the suburbs to attend white schools, white children were bussed into the city to attend black schools, or both races were mixed in different schools. There are two types of magnet Durham 2 schools. The full site school is where all students in a particular district transfer into the school and are mixed together in the magnet program. Partial site programs offer a special magnet program within a â€Å"non-magnet† general school, even though students still transfer into the school to participate in the magnet curriculum. The focus of these schools is to achieve racial balance and increase educational quality. (146) Some of the problems with magnet schools were that they would â€Å"siphon† off the better students from a school district, leaving all the educationally at-risk students. (147) Most of these students that were left behind were members of a minority group such as Black or Hispanic. Another problem with magnet schools is that they might already be aimed at middle class families. This is done to try to avoid desegregation by some parents so their children will not have to go to school with members of a minority. Removing students from a given school district also removes resources from students most in need from this interaction.

Irregular Warfare

Army is beginning to shape itself for complex irregular warfare. The new Army vision calls for a â€Å"campaign-quality Army- that incorporates both Joint and expeditionary capabilities.This includes the capacity not only to conduct decibels combat operations, but also to sustain operations indefinitely, as well as to adapt Itself to the unexpected and unpredictable, As Army Chief of Staff General Shoemaker puts It, â€Å"The Army preeminent challenge Is to reconcile expeditionary agility and responsiveness with the staying power, durability, and adaptability to carry a conflict to a victorious conclusion no matter what form it eventually takes. This vision is oriented on the more asymmetric adversaries targeted in the war on terror.General Shoemaker focuses on the undetectable and â€Å"morally unconstrained† adversaries who are opposed to the United States and its allies. The Army professes to recognize that its enemies will seek asymmetric approaches that provide shelter in those environments and methods for which we are least prepared. Overcoming this adversary requires the adoption off mindset that Is both expeditionary and Joint. This approach accepts uncertainty about location, the high probability of an austere environment, and the need to fight Immediately upon arrival.It moves the Army from Its current disposition toward predictable enemies to an understanding that the new enemies are elusive and will have to be engaged in the far corners of the world. Appropriately, the individual soldier is the centerpiece for the Army transformation. The Army's pending transformation gives primacy to the warrior ethos, training, and education of â€Å"the ultimate combination of sensor and shooter,† the individual soldier. Its education programs will focus on teaching soldiers how, rather than what, to think, since defeating adaptive enemies requires the Army to outthinking the enemy.The vision statement aptly notes the need for greater agility and versatility, which it says will be gained by emphasizing modularity at the brigade level and combined arms at the lower levels. 1986 Goldwater-Nichols Act and the related Initiative to establish U. S. Special Operations Command (COM). 38 Embedded wealth the congressional legislation was the express expectation that the services achieve a higher order of mint cooperation. Additionally, Congress mandated a particular service-like† status for Special Forces to preclude longstanding prejudices against the elite, unconventional, and secretive component of America's arsenal.Congress's insights in this regard have paid significant dividends in the past few years. Operation Enduring Freedom (Afghanistan) revealed a remarkable renaissance in operational capability. Small teams of agile warriors quickly established relationships with the leadership of Afghanistan's Northern Alliance and ably applied America's firepower against the Taliban. Subsequently, numerous examples of valor and Im provisation on the fly in Iraq and elsewhere are testimony to the need for and utility of Special Forces.In a world of anarchy, the masters of chaos† provide sophisticated and discriminate means. 39 The Department of Defense has recognized the Importance of this unique arm In the war on terror and assigned COM with a lead role In combating transnational terrorist networks. Coma's end strength has been increased since 1 ,405 members in IFFY, to nearly 53,000 personnel. 40 Army special forces, SEAL teams, and aviation support have albeit increased. During the troubles in Northern Ireland, the arrival of British troops in 1969 was at first welcomed by Roman Catholics.But the army's heavy-handed methods, such as large cordon-and-search operations and the shooting of 13 civilians on Bloody Sunday in 1972, pushed many Catholics into the arms of the Provisional Irish Republican Army. Historically, counterinsurgency campaigns have almost always failed. This is especially so when the c ounterinsurgency are foreign troops fighting on the insurgents' territory.

Why People Commit a Crime?

It was often asked and researched throughout the years of why people commit a crime. As the opposed question came about, theorist came out with their theories of why people commit a crime. I believe people commit crime because they are learning it from the influences in their life and because the person or persons is a very important aspect in their lives it leads to the process of why people commit a crime. This connects to Sutherland's theory of Differential Association, but while it does connect to Sutherland's theory this paper will focus on the social learning theory that Aker mentions and has further research of the subject of crime. Micro-Level Learning theory has been advanced by many theorist over the years such as the theorist Sutherland. If I were to test the theory of social learning, specifically micro-level learning theory I would examine the relationships with peers preferably intimate relationships with friends and family. Only then when viewing the intimate relationships, I would see the person learn the techniques of committing crime and what's considered in the text â€Å"definitions†. When mentioning â€Å"definitions† it's what is favorable and unfavorable toward violation of the law. Now, for the theory to be accurate I have to find things that support or amongst the search if it undermines the theory at hand. The theory had one major concern that undermines the accuracy of the theory. The theory does not give a good description of the favorable and unfavorable to crime. It was because that the description of the theory was first described by Sutherland than a few others, until it lead to Akers. There has been many theorists who tried to define the definitions more precisely. It was treated as different theories, but the main one I want to focus on is the social learning theory. Since there has been many theorist who focused for example, control theory it became difficult to find the theory that is more acceptable. Another concern that was mentioned was that the theory failed to describe the process of how crime is learned. Akers did however, did draw from psychology to get a better aspect of the behavior and the social learning process. The process comes in three steps as said by Akers. First, an individual learn beliefs that define crime as desirable or justifiable. He goes more in depth saying these beliefs lead to crime. The second process is that people engage in crime because are reinforced into that situation, meaning it could be peer pressure (a negative reinforcement) or the individual could receive a reward for participating in the crime. The last process is that people imitate the criminal behavior of others, which is the intimate relationship the individual has with them. The process of learning crime as shown through most studies which shows that associating with family and/or friends that exhibit criminal behavior, comes out more often throughout most of the studies. This was taken as a strong evidence to support the social learning theory, however, even though it had the correlation numerous researchers argued against it. The researchers argued that the correlation doesn't mean that the association with criminal family or friends cause criminal behavior in the individual. Even saying that as well there has been strong support to back up the social learning theory. It is said that the origin of the support stems from research solely based off of experiments being conducted such as surveys or field work studies. From all the information that has been researched and conducted has shown the support of the theory and also the facts that undermine the theory. If I were to make the theory more accurate I would say that an individual associating themselves with a delinquent family member influences the individual to commit or take part in criminal activities. This combined theory now becomes more accurate to the research that has been conducted by the theorists. The theory itself needs a lot more research that needs to be conducted, but with the improved version of the theory will lead to a more stronger support of the social learning theory.

9 Myths That Can Sabotage Your Career in Your 20s -TheJobNetwork

9 Myths That Can Sabotage Your Career in Your 20s -TheJobNetwork You’re in your 20s and hoping to set yourself up for a lifetime of success. Trouble is, the media portrays you as a useless wanderer, unable to move past adolescence, and not able to get it done as older generations have. But none of this is true. Here are 9 of the most common myths you hear about changing careers in your 20s, and how you can start working against them to get yourself on track. 1. Your twenties don’t matterStop thinking of your twenties as a practice ground for your real work life, which will begin at 30. The choices you make now can have an impact, positive and negative, on your professional future. Don’t delay starting your life and career by someone else’s arbitrary calendar of when you can and cannot be serious about things. Start being the person you want to be when you grow up now and get a head start.2. You need to find your perfect career firstYou don’t actually have to hold out for your absolute dream job. It’s okay- crucial even- to take jobs that are less than ideal but which have the benefit of being a good stepping stone for you. Can a job lead to a better opportunity down the road? Can it build a valuable skill relevant to your dream career? Can it give you necessary, if unorthodox, experience that will help you in your path? Consider taking some of these, rather than waiting indefinitely for the golden ring.3. You can do anything you want to doNope, not if you don’t have the right skills or experience. Make sure to be honest with yourself about your particular strengths and weaknesses before setting your goals. That way you won’t spend the next few years of your life laboring over the impossible. You can do anything you want, provided it’s also something you are capable of doing.4. Work isn’t supposed to feel like workYeah, yeah, you’re supposed to do what you love and love what you do. But the fact remains that even one’s dream job is still, at t he end of the day, a job. If you follow your passion and find work that is really meaningful to you, that’s fantastic. Most people don’t get that in a lifetime. But that doesn’t mean it won’t sometimes feel like work, because it is. The sooner you prepare yourself for this, the better off you’ll be.5. You can pursue your dream job laterWhile this is true, and going after what you really want is always an option, it never hurts to start making the moves and taking the risks now, when you don’t have mortgages or family to hinder you.6. If you don’t like your job, you should quitContrary to popular opinion, it is time to start being responsible with your decisions. Before you make any rash decisions because you just don’t like something, think first about whether you can financially handle such a leap. And second, examine why you don’t like your job. Figure out why you wanted that job originally, what you do like about it, what could change to make it better for you, and only after answering those questions should you think about where else you should look.7. Run from all bad bossesBad bosses can be toxic and make your work life unbearable. But they can also be an extremely valuable learning experience. If this is a really good position for you, consider sticking it out. Get what you can from your current job, and mine it for everything you can to use in your next job, with your next employer.8. Job hopping is badMore and more, the stigma around job hopping has disappeared. This is the time in your life when it is okay to try new things and new positions and new fields. Just remember to try to keep some coherent factors similar across the different jobs you take. And always keep in mind how you will answer the question, â€Å"How have you spent the last five years?† Keep a close hold on your narrative arc, and you’ll be fine.9. Twentysomethings are entitledYou’re not necessarily n arcissistic or entitled, you’re just inexperienced. As long as you keep moving forward, trying to develop yourself and your career, you can just ignore these voices- in your head or in the media- and go after the life and work you want.

William Connor Case Study for Cruise Industry Essay

William Connor Case Study for Cruise Industry - Essay Example This "William Connor Case Study for Cruise Industry" essay describes the dissimilarities flanked by the proponents and adversaries of approach, in so as to a conversation is based on why planning is much maligned by its opponents. Strategic organization has usually been portrayed as rotating approximately the separate stages of formulation, accomplishment, and manages, approved out in approximately cascade ladder for ships. These are three stepladder of the intended move toward to plan involves an official procedure to approach configuration: problem consciousness, the growth of explanations and the assortment of an answer (Forbes and Fletcher, 2000). In the similar background, Marlo (2000) indicate a intended approach encompass of a announcement of detailed and spoken meaning, holders with official gearshift (Boisot, M., and Child, J, 2004, 600-628). Jauch and Osborn (1991) observations with his understanding that towards a triumphant outcome of the approach, a firm arrangement is essential for an association. Hence all choices complete from the top organization can be approved out all through the association, with the â€Å"populace† persuaded and act in ways that are predictable to create attractive consequences ad hoc to the diagram. Therefore, strategy-making power rests with top organization, consigns a federal power in an association. In vision of the onward looking natural earth of a intended approach, Mazzolini (1988) experiential that goals or purpose fulfillments are the dangerous ending of the approach.

Security Assignment Example | Topics and Well Written Essays - 500 words

Security - Assignment Example The solution should prevent IRS from spending a fortune on network infrastructure upgrades. Modernization of the E-File is an important step of IRS re-engineering its efforts to enhance enforcement, improve its services, and modernize work processes and technology (Chamberlain 15). This is achievable through the introduction of the modernized E-file. The modernized E-file should be an internet-based system that should use the standardized Extensible Mark-Up Language (XML) constructs. The main component of the modernized E-file is introduction of transmitters. The transmitters present in the modernized E-file will provide postmarks to all taxpayers for individual returns. The receipt present in the electronic postmark will provide the taxpayers with confidence that they have filed their returns on time. However, the date of the electronic postmark will be considered as the date of filling. This happens when the date of electronic postmark is prior to the endorsed due date and the return is gotten by the IRS after the recommended due date for filling. All the requirements for signing the tax return and completion of a paper of declaration and timely submission of the rejected timely filed tax return has to be followed to for the electronic postmark to be reflected the date of filling (Grayson and Warren 22). The electronic postmarks will be available to the taxpayers through the online filing. Markedly, when the transmitter creates the electronic postmark with the time and date, the information is recorded by the transmitter host computer. With the introduction of the electronic postmark, IRS can ensure that people do fill in their tax returns on time but they can submit them later. If the electronic postmark is before or on the recommended deadline of filing a tax return, but the IRS obtains the tax return after the deadline of submission, the IRs will treat the submission as timely