Youth Case study Essay Example | Topics and Well Written Essays - 2500 words

Youth Case study - Essay Example This paper provides a comparative study about the proliferation of youth gangs in East Timor and the United States of America. It introduces the characteristics of the gangs in both countries by pointing out the differences and similarities. East Timor obtained its independence from Indonesia after a prolonged freedom struggle, in which tens of thousands of East Timorese were killed, captured or tortured. The political turmoil of April 2006 led to the disintegration of the security forces into multiple factions and large organized street gangs. Research has found out that large numbers of young and marginalized males have joined these organizations, factions and street gangs (Scambary, 2006). Youth gangs are not a new phenomenon since they were used as instruments of repression during the Portuguese and Indonesian rule. After gaining independence, East Timor has witnessed sporadic clashes in the western highlands and Dili. A riot in March 2001 between rival gangs destroyed several houses in villages like Olobia and Boramatan (Scambary, 2006). The current conflict and nature of the violence has been focused in the market areas around Comoro and Taibesse. Sintu Kulao and Gaya Anak are two of the western gangs arrayed against two big eastern gangs, Lito Rambo and Lafaek in Becora and Comoro respectively (Scambary, 2006). Ethnicity has also played a large role in the formation of these youth gangs as a struggle between West and East Timor. Revenge has been the motive for the random violence, which has taken place. Another reason for the huge proliferation of gangs in East Timor is the land disputes, which have arisen in the aftermath of independence. A strong campaign of house burnings and intimidation against easterners has revolved around individual property disputes. Some gangs are being led by former resistance figures like Lito Rambo and Sintu Kulao (Scambary, 2006). Many gang members have infiltrated the political parties and security forces.

1914 poetry Essay Example for Free

1914 poetry Essay In the poetry of 1914 there is both crude propaganda and poems that are subtle and deeply moving if naive. The poetry in 1914 had purpose for why they were written. Some were written with the intent of trying to enlist more men for the war because the authors believed that all men should fight for their country. While others were to show everyone that war is not so glorious and there is nothing sweet about fighting for their country. Either way, they all used naive idealism or sometimes crude propaganda but at times they were deeply moving. In Jessie Pope’s ‘Who’s for the game’, she gives us crude propaganda throughout the whole poem. She gives ordinary circumstances and links them in with war, showing who is heroic enough to ‘grip and tackle the job unafraid’ and who is too cowardly that ‘he’d rather sit tight’. Also, Pope subtly forces any man who decides to stay home to feel guilty and faint-hearted, she uses another form of propaganda. However, she tried to make the war seem easier than it was so she wrote the poem like a nursery rhyme, in a patriotic and jolly way. She relates the whole poem to a game to decrease the seriousness of the war. Pope  uses subtle persuasion to further convince more men to go to war: ‘Who knows it won’t be a picnic -not much- yet eagerly shoulders a gun? ’ In the last verse, Pope uses direct address (‘you’) to make the reader feel like she is talking to them. Also, direct address is subtle persuasion but it gets straight to the point. However Pope understates the whole concept of war which can be a kind of deception (propaganda). As we can seem, Jessie Pope’s attitude towards recruitment for war was ardent. By contrast in ‘Death’ the imagery of beauty is moving. Throughout the poem fleeting beauty is portrayed e. g. in the words; washed, sunset, quick, blown, ended, changing. The adjectives from the poem that are listed normally don’t last long giving a sense of brief purity. This poem is deeply moving. In every line there are examples of this: ‘Washed marvellously with sorrow, swift to mirth. ’ This technique causes the reader to sympathise with the soldiers and their families. Also, caesura is used fairly often in the poem. Its effect is to separate and juxtapose certain ideas and images. The poem starts off dark and cold: ‘sunset’, ‘alone’, ‘ended’: but towards the end of the poem it  turns light and holy: ‘And lit by the rich skies†¦ He leaves a white unbroken glory, a gathered radiance, a width, a shining peace, under the night’. Notice the poet has written ‘He leaves a white†¦Ã¢â‚¬â„¢- ‘He’ refers to God. England to Her Sons by W. N. Hodgson is deeply moving from start to finish. Hodgson portrays the war as chivalrous and states just how costly a sacrifice it is to send England’s ‘children’. Making the war seem chivalrous makes it feel like an honour to fight. Also, the wording is slightly archaic making it feel like tradition to fight for your country. Not only is it chivalrous but it is also extremely patriotic, showing how important it is to protect the country. This poem was meant for the parents of the soldiers, it was meant to be a comfort, to assure them it was the right choice letting their son go to war. Similarly Brooke’s sonnet ‘The Soldier’ is also subtle and deeply moving. ‘If I should die, think only this of me:’ -this is the poem’s first line. The first clause shows that he acknowledges and accepts the fatality of going to war: the second clause is an instruction, even after death he is instructing the reader to think  about him. This soldier is very devoted to his country as he constantly repeats the word ‘England’. The last line in the poem is ‘In hearts at peace, under an English heaven’. This shows that even after death he will still remain English and he will go to an English heaven. To conclude, even though I only gave three poems of deep movement, we can see that most are moving, and few have crude propaganda. Some poems are harsh and discourage the admiration of women as the war was terrible, scarring and they believed that they didn’t deserve the glory. It is clear that these  poem topics can vary but we can all agree that they are full of feeling, the pain these soldiers went through was unspeakable and channelling their emotions through poems educates all of us. View as multi-pages TOPICS IN THIS DOCUMENT England, English-language films, Jessie Pope, Poetry, Soldier, The Reader, War RELATED DOCUMENTS Poetry Essay ? Rodrigo Ramos August 2nd, 2013 Megan Haugh The Voice is What Matters Poetry is unique compared to other literary works in that in order to close the gap of emotional distance within the individual reader, the voice needs to be sincere. When a character is not relatable to the reader, it destroys the art of poetry. Berg explains in his essay â€Å"The Poetry Does Not Matter†, â€Å"I detest that man, who hides one thing in the depths of his heart, and speaks 763 Words | 6 Pages READ FULL DOCUMENT Poetry how is the theme of loss and separation explored in remember, a mother in a refugee camp and poem at thirty nine? The three poems Remember written by Christina Rossetti, A Mother In A Refugee Camp by Chinua Achebe and Poem at Thirty-Nine by Alice Walker share the same negative theme of loss and separation. Remember explores the pain felt by losing loved ones. A Mother In A Refugee Camp emphasizes the relationship between a mother and her child living in a refugee camp. Poem at thirty 763 Words | 5 Pages READ FULL DOCUMENT Poetry [Name] [Course Title] [Instructor Name] [Date] Interpretation of Invictus by William Ernest Henley Introduction No one can ever sufficiently justify William Ernest Henry’s indescribably touching and heartbreaking poem â€Å"Invictus†. It would be prudent to remark how his sorrows in life paved a path for him to think beyond and maneuvered him to become a celebrated poet. In spite of his affliction from an early age he did not succumb to his disease. Henley’s Invictus is a gamut of infinite 763 Words | 3 Pages READ FULL DOCUMENT Poetry English Poetry Explication April 9 2014 Biography Sir Walter Raleigh (1552-1618) was called a â€Å"silver poet of his time because of the way he did not conform to the poet writing style of the Renaissance era. He became fairly popular with Queen Elizabeth I and was knighted in 1585. But he fell out of her good graces when he secretly married ladies without her permission. The queen locked him in the Tower of London for some time, and while he was locked up he was writing 763 Words | 3 Pages READ FULL DOCUMENT Poetry however, the author’s reason for giving a masculine identity to nature must be because of the malignant role it is playing. Edmund Spenser’s Sonnet 75 from Amorreti is not only an exquisite piece of Elizabethan times, it portrays the quintessential poetry of the time as well. His optimal employment of literary techniques of form, rhyme, imagery, personification and alliteration give the sonnet a wholesome structure and an pleasant quality. Theme : When he writes her name on 763 Words | 5 Pages READ FULL DOCUMENT Poetry Love Poem Analysis: Linda Pastan is an American poet of Jewish background. She was born in New York on May 27, 1932. Today, she lives in Potomac, Maryland with her husband Ira Pastan, an accomplished physician and researcher. She is known for writing short poems that address topics like family life, domesticity, motherhood, the female experience, aging, death, loss and the fear of loss, as well as the fragility of life and relationships. Love poem is a very simple poem yet it has 763 Words | 6 Pages READ FULL DOCUMENT poetry ? ‘Cousin Kate’ by Christina Rossetti This Victorian poem is about the narrator (a fallen woman), the Lord and Kate. It is a ballad which tells the story from the narrator’s perspective about being shunned by society after her ‘experiences’ with the lord. The poem’s female speaker recalls her contentment in her humble surroundings until the local ‘Lord of the Manor’ took her to be his lover. He discarded her when she became pregnant and his affections turned to another village girl, 763 Words | 4 Pages READ FULL DOCUMENT Poetry The Poison Tree I was angry with my friend I told my wrath, my wrath did end I was angry with my foe I told it not, my wrath did grow and I watered it in fears Night and morning with my tears And I sunned it with smiles And with soft deceitful wiles And it grew both day and night Till it bore an apple bright And my foe beheld it shine And he knew that it was mine And into my garden stole When the night had veiled the pole In the 763 Words |7 Pages READ FULL DOCUMENT CITE THIS DOCUMENT APA (2014, 10). 1914 poetry.

Customer Satisfaction By Measuring Service Quality Tourism Essay

Customer Satisfaction By Measuring Service Quality Tourism Essay Rationale of the study: The measurement and management of service quality are fundamental to the survival and success of service companies (Legcevic, 2008). The hotel sector is a large segment of the service industry which provides services and accommodations to a wide range of customers. To make sure that a hotel is satisfying its customers needs, it is necessary to measure service quality periodically to identify areas in need of improvement. There are several methodologies used for measuring service quality, but this research study shall employ one of the more popular models called the SERVQUAL model. This theory was developed by Parasuraman, Zeithaml and Berry. They were early researchers studies about the concept of quality (Jain and Gupta, 2004). The SERVQUAL model was created to measure service quality as perceived by the customer (Parasuraman et al., 1985). According to Shangri-La Hotels Annual Report of year 2008 and 2009, the occupancy rate of the Shangri-La Hotel, Bangkok has declined continuously (Shangri-La Asia Limited, 2008, Shangri-La Asia Limited, 2009). The most likely cause of this problem is the political instability that hit Thailand recently. On the other hand, it is possible that this decline in the number of customers was a result of a decline in service quality. Even though the Shangri-La Hotel continued to emphasize customer needs and provide excellent service to their customers, it is still crucial to measure service quality to ensure that the customers are satisfied with the hotels services and responsiveness to customer needs. The result of measuring service quality also helps management to understand exactly what their customers expect from the hotel and the level to which they are satisfied with their experience at the hotel. This measurement model functions as a tool to promote communication between the hotel man agement and their customers. This research was conducted to observe customer perceptions about hotel services by measuring service quality using the SERVQUAL model at the Shangri-La Hotel, Bangkok. The benefits of this research are not just to understand the level of customer satisfaction; but moreover, it can use as a guideline to enhance service quality and promote customer loyalty. Title of project: A Study of Customer Satisfaction by Measuring Service Quality; A Case Study of Shangri-La Hotel, Bangkok Statement of research problem: A continual decline in the number of hotel customers over the past few months has had a direct effect on the hotels income. The main factor which is believed to have caused this decline was internal political instability in Thailand. In an effort to transform a crisis into opportunity, this is an appropriate time to observe customer perceptions of service quality in order to help hotel management improve quality and prepare their business for when the situation returns to normal. Project objectives: The objectives of this research are as follows: To measure service quality of Shangri-La Hotel, Bangkok by using SERVQUAL model, To understand the relationship between customer satisfaction and service quality, and To gain a clearer understanding of customer perceptions of service quality from Shangri-La Hotel, Bangkok in order to improve hotel service quality in the future. Conceptual framework: Figure 1: Conceptual framework Reliability SERVQUAL Dimensions Responsiveness Customer Satisfaction Assurance Empathy Tangibles Scope of the study: The scope of this research focuses on measurement of service quality at the Shangri-La Hotel, Bangkok by using the SERVQUAL model which considers service quality from the following five dimensions: a) reliability, b) responsiveness, c) assurance, d) empathy and e) tangibility. The sample population would be a random sample of 100 hotel customers during the period from July to August, 2010. The survey technique would employ the use of questionnaires. This study focuses on the relationship between customer satisfaction and service quality. Definitions of terms used in the study: SERVQUAL model: An instrument for measuring service quality comprised of five dimensions such as: a) reliability, b) responsiveness, c) assurance, d) empathy and e) tangibility. Parasuraman summed up that customers perceive service quality by comparing their expectations with the actual organizational performance, and they evaluate service quality in different dimensions (Parasuraman et al., 1988). Service Quality: A product or outcome of all the staff managers of the Shangri-La Hotel, Bangkok working together to satisfy their customers. In other words, high-quality service is a service that meets or exceeds customer needs and expectations (Wisniewski, 2001). Customer Expectation: is prediction service of customer that hotel should be provides to them. Predict service directly influence customer satisfaction evaluation (Zeithaml et al., 1993) Customer Perception: A feeling or sense possessed by the customer which is derived from their experiences at the hotel. Customer Satisfaction: The level to which a customer perceives that their expectations were met in the transaction with the hotel (Hallowell, 1996). Assumptions: A customer who receives a high level of service quality from the Shangri-La Hotel, Bangkok is more likely to be satisfied with the overall level of service at the hotel. Limitations: Size of sample: The political uncertainty in Thailand during the past several months resulted in a decrease in the number of tourists all over Bangkok. Furthermore, the occupancy level at the Shangri-La Hotel, Bangkok has been suppressed due to a reduction in room availability for internal renovations. The limited number of hotel customers may limit the sample size, leading to sample error. Time frame of data collection: The time frame is a major problem for this research because the research time table is quite short, especially considering that this season is the low season for tourism in Thailand. Since the tourist numbers are much lower than during high season, it could be difficult or impossible to reach the appropriate sample size. Human ethics considerations: This research is being conducted for educational purposes to learn about customer satisfaction at the Shangri-La Hotel, Bangkok. For this reason, the hotels management is allowing researchers to collect data from their customers. Therefore, the researchers should not force the customers to complete the questionnaire if they are hesitant. The questionnaire is being designed so that it does not contain sensitive items which would make customers feel uncomfortable. Practical significance: Measuring service quality is more difficult than measuring the quality of manufactured goods because the nature of services is intangible (Bergman and Klefsjo, 1994). The SERVQUAL model is an efficient tool to help measure service quality and clarify customer satisfaction. The result of this research would be useful for the Shangri-La Hotels management and staff members so that they can better understand their customers level of satisfaction with perceptions about the hotels services. It will help hotel management in their efforts to maintain and improve hotel service quality. In addition, other hoteliers and organizations within the service industries sector could adapt this research to use as basis for studies into their own organizations. Background information: Shangri-La Hotels and Resorts is a well-established Asian hotel chain in major cities throughout Asia, Oceania and The Middle East. The headquarters is located in Hong Kong. Shangri-La Hotel, Bangkok is one property of many properties of Shangri-La Company, located in the Silom district, has a total of 799 rooms including serviced apartments and other facilities such as restaurants, conference rooms, spa, swimming pool and tennis courts (Shangri-La Hotel, 2010). Shangri-La Hotel, Bangkok is located in a convenient place next to the Chao Phraya River which is the main river of Thailand, and is only half an hour from Suvarnabhumi Airport and 10 minutes away from central business by BTS Skytrain. For these reasons, this hotel has the ability to attract numerous tourists. Furthermore, Shangri-La Hotel, Bangkok is connected to Sathorn Pier, so tourists can take public boats or long tail boats to travel to and visit several kinds of tourist attractions easily such as the Temple of Dawn, the Grand Palace, the Flower Market and Khaosan Road. There is a high diversity of tourism industries which promote the economy in this district and along this river. However, in recent years, the Thai economy has experienced difficulty for a variety of reasons. Figures 1 and 2 compare the performance of Shangri-La Hotels and Resorts in the period from 2007 to 2008 with the period from 2008 to 2009. Table 1: The Shangri-La Hotel Weighted Average Room Yield 2007-2008 Source: Shangri-La Asia Limited (2008) Table 2: The Shangri-La Hotel Weighted Average Room Yields 2008-2009 Source: Shangri-La Asia Limited (2009) The figures above show that there was a significant decline in the performance of Shangri-La Hotels and Resorts, Thailand in 2008 compared with 2007, and this decline in performance continued into 2009 with a drop on average room occupancy. According to the 2008 Shangri-La Asia Limited Annual Report, occupancy and RevPAR for Shangri-La Hotels decreased in 2008 by 15 and 10 percentage points respectively (Shangri-La Asia Limited, 2008). Moreover, the overall weighted average RevPAR for Shangri-La Hotel and Resorts Thai properties decreased a further 11 percent in 2009 (Shangri-La Asia Limited, 2009). The global financial crisis, the extensive renovations at the Shangri-La Hotel, Bangkok and political uncertainty are cited as the main reasons for this decline. Literature review: There are several pieces of literature regarding studies of service quality which say that if a customer had a pleasant service experience, they would probably use that service again and would be likely to invite their friends or tell someone else to utilize those same services. In the same way, if customer had a poor service experience, they generally never forget about it, and many customers will complain and go elsewhere (Assael, 1987, Farrington et al., 2009, Peter and Olson, 1987). Word of mouth is a powerful communications tool. Customers may tell others whenever they experience poor service quality, and this would have a direct effect on the organizations image resulting in an eventual decrease in revenue. The power of this communications tool has always been evident from the past until the present. Consequently, organizations must always ensure that their service quality is the most pleasant and best to generate customers satisfaction. This is because the backbone of service organization growth is not just a high quality product or pricing strategy, but it is also the combination with good customer service. Nowadays, companies increasingly emphasize service quality and customer satisfaction throughout, so that they can increase customer loyalty, because it has determined that high customer loyalty is key to success in their market segment(Cronin et al., 2000). Service quality is widely studied and useful in service industries(Carman, 1990, Collier and Bienstock, 2006, Cronin and Taylor, 1992, Cronin et al., 2000, Gronroos, 1984, Parasuraman et al., 1985, Parasuraman et al., 1988). Many scholars have taken an interest in service quality issues because of their intangibility, which makes them very difficult to measure (Bergman and Klefsjo, 1994). For these reasons, several researchers created a model to help clarify the measurement of service quality. The most popular and extensively used models are Gronroos Service Quality Model and Parasuramans Gap Model (Legcevic, 2008). It could be describes of each model as following; Gronroos Service Quality Model splits customer perceived service into two dimensions: 1) technical quality, and 2) functional quality (Gronroos, 1984). 1) Technical quality or outcome quality is what customer receives as outcome of the process in the resources. Functional quality is how customer receives from technical outcome (Legcevic, 2008). Parasuramans Gap Model indicates that five gaps exist between management and customers during the service delivery process (Parasuraman et al., 1985). For my research, I will employ the SERVQUAL scale by using gap scores to help measure service quality. Service Quality: Today quality become recognized as a strategic tool to enhance and improved business actual performance both of goods sector and service sector. The key factor to success in service industry is service quality. The purpose of service quality is to satisfy the customer. Hence, service quality and customer satisfaction influence each other. As mentioned in the beginning, service quality is defined as a product or outcome resulting from all members in the organization trying to satisfy their customers (Wisniewski, 2001). Service quality also could be defined as crucial decision-making criteria for service consumers (Cronin et al., 2000). Customers evaluate service quality by comparing organizational performance with their expectations (Zeithaml et al., 1993). However, Parasuraman proved and indicated that there is a problem with customer perception of service, because five gaps exist between the customer and the service provider during service delivery. The figure below illustrates the Service Quality Gap Model by Parasuraman. Figure 2: The Service Quality Gap Model Source: Parasuraman, Zeithaml, and Berry (1985) According to figure as above, it could be describes each gap as following; Gap1: Service provider not knowing what the customers expect Gap2: Service provider not selecting the right service design Gap3: Service provider not delivering to service standard Gap4: Service provider not matching performance to promises Gap5: The difference between customer expectations and customer perceived service (Legcevic, 2008) A gap which may occur between customer expectation and customer perception is not the only measurement of service quality. However, it is a determinant of customer satisfaction or dissatisfaction. If the service providers response to customer needs is below their expectations, the customer would estimate that the quality is low. SERVQUAL Scale: The main benefit of the SERVQUAL instrument is that it helps management to measure the quality of service by comparing customers expectation of service and customer perceived service which categorizing each problem facet into five dimensions. It lets them classify the problems into dimensions, helping management to focus on the problems and improve service quality in the right way when some elements of service are found to be lacking. The SERVQUAL model was created by Parasuraman, Zeithaml and Berry in 1985. The 1985 version consisted of ten dimensions. The model was further developed, and in 1988 it was refined into five dimensions. The SERVQUAL model has been widely used as an efficient instrument for measuring service quality in many service industries (Asubonteng et al., 1996). The five dimensions are: 1) reliability, 2) responsiveness, 3) assurance, 4) empathy and 5) tangible. According to Parasuraman, Zeithaml and Berry (1985), they defined each dimensions as follows: Table 3: SERVQUAL 5 Dimensions Reliability: Ability to perform the promised service dependably and accurately Responsiveness: Willingness to help customers and provide prompt service Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence Empathy: Caring, individualized attention the firm provides its customers Tangible: Physical facilities, equipment, and appearance of personnel (Parasuraman et al, 1985) The most important dimension that the customer used to evaluate service quality is the reliability dimension (Legcevic, 2008). Parasuraman developed a set of questionnaires using 22 parallel questions to measure customers expectation of service and customer perception of service in the five dimensions. The measurement uses a Likert Scale with seven levels ranging from strongly agree to strongly disagree. The service quality measurement of each pair of questions uses performance minus expectation. A positive score represents positive service quality (Parasuraman et al., 1988). Quality = Performance Expectation Nevertheless, there are numerous of academic studies which do not support these five dimensions. These studies determined that problems occur with this measurement method. Chen (2008) argued that SERVQUAL should add more dimensions to give the result more validity and credibility (Chen, 2008). Carman (1990) argued that each dimension should not be general because each service industry is different. Therefore, this model could not be used in the same format across industries (Carman, 1990). Although, there are weak points existing in SERVQUAL model, the concept of dimensions is still useful and when anyone interested in service quality issue, one choice which remind is SERVQUAL scale because its great to demonstrative power (Jain and Gupta, 2004). Then, it is used frequently today. SERVPERF Scale When discuss about SERVQUAL scale, it can not forgot to talks about SERVPERF scale as well. SERVPERF is one of service quality measurement scale. The results of both scale (SERVQUAL and SERVPERF), when compare these method to each other, the result which occurs are quite similar. However, there are differences in measuring process. Moreover, it is difference in reliability. To classify divergence between SERVQUAL scale and SERVPERF could be concise explain as following; SERVQUAL use customers expectation of service and customer perceived service to find service quality while SERVPERF use only customers perception for consideration. Cronin and Taylor (1992) compare between these two scales a found that SERVPERF is enough for measure service quality. However, the SERVQUAL scale is effective than SERVPERF scale because it provide more pragmatic diagnosis of service quality (Jain and Gupta, 2004). Customer Satisfaction: There are plentiful researchers studies on customer satisfaction. The definition of customer satisfaction is also diverse. Pizam and Ellis(1999) states that customer satisfaction is a psychological concept relating to a feeling of pleasure and well-being which is a result between needs in mind and an appealing product or service (Pizam and Ellis, 1999). The sense of satisfaction brings about positive attitudes which leads a customer seek that satisfying experience again (Assael, 1987). Customer satisfaction also has an influence on corporate survival. Naumann (1995) states that in order to attract a new customer, an organization has to pay costs in the form of time and resources equal to approximately five times that which is necessary to retain an existing customer (Naumann, 1995). Therefore, it leads the organization to determine quality as the ability to retain existing customers. However, not every customer will perceive the same level of satisfaction with the same level of service, because their sense of satisfaction is related to word of mouth communication and their past experiences (Pizam and Ellis, 1999). All people have had different experiences, thus they also have different objectives, needs and expectations. To ensure that the organization provides a high level of service quality, customer satisfaction surveys are necessary. Parasuraman, Zeithaml, and Bery (1994) suggested that product quality, service quality, and price are each factors that encourage satisfaction (Parasuraman et al., 1994). Customer loyalty develops when customers become satisfied with these different factors provided by the organization (Farrington et al., 2009). The following is a conceptual framework showing the connection of each element which involves customer satisfaction. Figure 3: A Conceptual Framework for the Effects of Perceived Product Quality, Service Quality, and Pricing Fairness on Consumer Satisfaction and Consumer Loyalty Customer Satisfaction Product Quality Perceived Product Quality Perceived Service Quality Service Quality Customer Loyalty Perceived Price Fairness Price Source: (Bei and Chiao, 2001) Understanding the critical elements described above, how they are related, and how they help the organization is a foundation to success in the service industry. Data required: The data required for this study would be based in information collected from Shangri-La Hotel, Bangkok customers. This research also requires the use of SERVQUAL as the main model to help measure service quality. Furthermore, may utilize some other theories from journal articles and textbooks which are related to this research. Other sources of information may include Shangri-La Hotel and Resorts information, particularly with regards to general information and occupancy data as required supporting in this research. Data sources: This research will utilize the following two types of data: Primary data: The primary data for this research will be collected from 100 hotel customers who stay at the Shangri-La Hotel, Bangkok for least one night. The guests will be selected by simple random sampling technique, and they will fill out questionnaires regarding hotel service quality. Each questionnaire shall contain three parts: the first part will be general information of respondent, the second part will be about the expectations and perception service quality, and third part is level of satisfaction of the customer. Secondary data: The secondary data will be gathered from literature such as journal articles, textbooks, Shangri-la Hotel, Bangkok data and hotel website sources. The process of data collection shall be conducted from July to August, 2010. Data collection techniques: This research would be collects the data from 100 of customers of Shangri-La hotel, Bangkok who stay at the hotel at least one night. The researcher would be select population sample by employ random sampling method and using questionnaire as the tools. The measuring service quality instrument in this research is SERVQUAL. The questionnaire composes of three parts as following; First part is about demographic data of customers; 1) gender, 2) age, 3) country of resident, 4) reason for stay, and 5) why they selected Shangri-La hotel, Bangkok as a place to stay. Second part, it would be focusing on customers expectation of service quality (customers expectations) and received service quality (customers perceptions), in this area customer would answer both of these two aspects into SERVQUAL dimensions. This research would use Likerts scale to measure into five point scales. Likerts scale is a instrument to help measure attitude and opinion (Laerhoven et al., 2004). On the customers expectation question side and customers perception question side would be ask customer to give rate ranging from Strongly Disagree 1,2,3,4,5 Strongly Agree. Third part would be ask customer one question about their satisfaction of overall hotel service quality. In addition, researcher would leave the area for customer to add any recommendation. Data analysis: As for this research would be use R software (R Development Core Team, 2009) to help analyze questionnaire survey. Then would be using descriptive analysis and present it as table form, pie chart, and percentage calculated would be show. The standard deviation (SD) and mean are also would include. Timeline: Researcher has 13 weeks to process this report. This research process began on May 22, 2010. Due date of research proposal is on June 20, 2009. As for research final report is require to be submit on August 22, 2010 Table 4: Timeline Research Methodology: The precise measurement of hotel service quality is vital in order to be success in the hotel business. Because it helps hotel management to understand the hotel service quality level which hotel staff provide to customer. Without an appropriate measurement, it would be difficult to understand the expectation and satisfaction of customer and moreover, it would be difficult to create the strategies to upgrade hotel service quality. This research survey adopted the questionnaire 25 parallel items from (Mey et al., 2006) which is proper use to measure in hotel service quality industry, instead of using the original SERVQUAL questionnaire of 22 parallel items which establish by (Parasuraman et al., 1988). This research uses the quantitative as the main methods. Refer to the questionnaire, this research intends to identify and analyze the gaps between customer expectations and customer perceives service quality. The objective of this paper is to measure customer satisfaction and hotel service quality of the Shangri-La Hotel, Bangkok. The questionnaire survey was divided into three categories. The first category was demographic data and travelling characteristics of respondents. The second category was to investigate the customer expectation and customer perception regarding hotel service quality by using SERVQUAL dimensions. In this part of questionnaire were on 5-point Likert scale ranging from Strongly Disagree 1,2,3,4,5 Strongly Agree. The last category was asked one question about the overall satisfaction regarding the Shangri-La Hotel, Bangkok service quality. Generally, the five stars hotel even in Bangkok had a strong policy which concern with guest privacy issues and not allowed the external people to do survey in the hotel. However, the researcher had been trainee and employee at the Shangri-La Hotel, Bangkok for two years; with this reason, the hotel was confidence and permits the researcher to do survey eventually, because the hotel saw that this research survey would gain more benefits to the hotel than disadvantage. The Sampling The researcher faced the problems during doing the survey; the questionnaire survey prepared for customer at the hotel check-in/ out counter. In the beginning front office attendant was given the questionnaire survey to customers when they are check-in and aim to get it back after they are check-out. Most of customers got the questionnaire survey from front officer, but indeed they are not completed it questionnaire. To reduce uncompleted questionnaire, the front office attendant was change to given questionnaire survey to customer during they were checking-out instead, and return it from customer promptly. However, the front office attendant was not enforced customer to fill out the questionnaire, if they were reluctant. The samples were 100 hotel customers who stay at the Shangri-La Hotel, Bangkok at least one night. However, the researcher collected data from 100 hotel respondents as aims. Results and Analysis: The questionnaire composes of three sections as following; First Section It is about demographic data of customers; 1) gender, 2) age, 3) country of resident, 4) reason for stay, and 5) why they selected Shangri-La hotel, Bangkok as a place to stay. Demographic Data Gender of respondent According to result, it indicated that the majority of the Shangri-La Hotel, Bangkok customer were female than male. Female were 63% and male 37%. There were female customers almost 2 times of male customers. See table 5. Table 5: Frequency and Percentage of Gender Gender Frequency Percentage Male 37 37 Female 63 63 Total 100 100 The result of elaborating on male and female were showed in figured below; Figure 4: Gender of hotel customer 2. Age of respondents This research survey classifies the age of hotel customer into 4 categories; 1) below 30 years, 2) 31 40 years, 3) 41 50 years, and 3) above 50 years. The result indicated that the majority of the Shangri-La Hotel, Bangkok customer were between 31 40 years (60%), were below 30 years (28%), 41 50 years (9%), and above 50 (3%) respectively. See table 6. Table 6: Frequency and Percentage of Age Age Frequency Percentage Below 30 year 28 28 31 40 year 60 60 41 50 year 9 9 Above 50 3 3 Total 100 100 The result of elaborating on age of hotel customer was showed in figured below; Figure 5: Age of hotel customer Resident country of respondent According to result, it indicated that the majority of the Shangri-La Hotel, Bangkok customer was had resident country in China (13%). Also were USA (12%); Japan (10%); Australia, Thailand and Singapore (7%); UAE (6%); England, German, Hong Kong, Italy and Korea (5%); India (4%); Canada (3%); Span and France (2%); Belgium and New Zealand (1%) respectively. See table 7. Table 7: Frequency and Percentage of Resident Country Resident Country Frequency Percentage Australia 7 7 Belgium 1 1 Canada 3 3 China 13 13 England 5 5 France 2 2 German 5 5 Hong Kong 5 5 India 4 4 Italy 5 5 Japan 10 10 Korea 5 5 New Zealand 1 1 Singapore 7 7 Span 2 2 Thailand 7 7 UAE 6 6 USA 12 12 Total 100 100 The result of elaborating on resident country of hotel customer was showed in figured below; Figure 6: Resident country of hotel customer The main objective of respondents for staying at Shangri-La Hotel, Bangkok The result showed that the most of the hotel customer come to stay at the Shangri-La Hotel, Bangkok significantly for leisure as main objective (84%). And also for business (16%). See table 8. Table 8: Frequency and Percentage of Objective for Stay Objective for Stay Frequency Percentage For Leisure 84 84 For Business 16 16 Total 100 100 The result of elaborating on objective for Stay of hotel customer was showed in figured below; Figure 7: Objective for Stay of hotel customer Reason of Select Shangri-La Hotel, Bangkok for stay This research survey c

One Hundred Years of Solitude :: English Literature Essays

One Hundred Years of Solitude One Hundred Years of Solitude narrates the inseparability of the past, present and future in the imaginary town of Macondo, Columbia and the folks who established it, the Buendias. Macondo used to be secluded from the outside world but during a time-span of one hundred years that was joined by births, deaths, marriages and love affairs, the town began to develop its culture and views about life that directed the Buendias in creating ghosts that haunted them as the novel draws its conclusion. Marquez’s style in creating a fictional rural town of Macondo as the setting of the novel is perfect; as a reader, I believe that Marquez used this town to tell the readers that the novel will be about the movement between past, present and future. In the beginning of the story, it is stated that Macondo is isolated but as time passed by, industrializations, revolutions and wars reached the town that led to its destruction that made the town isolated again just like what it was a hundred y ears ago. Marquez did not focus to an individual but he used the Buendia family to become the protagonists of the story. If you’re going to look closely, you will realize that the outside forces are not the antagonists but it’s the past which ended the story. The novel was written in an omniscient third person point of view, which allows the readers to know every feeling and thought that each Buendia has. The theme of the novel is about the reality that can be felt by different people with unique backgrounds not by the way a single person observes it; a reality that conveys the incorporation of the superstition to the real world and Marquez also wants to emphasize that time can be cyclic, it can repeat itself. Marquez used a lot of literary devices such as symbolisms, motifs and foreshadowing. The author used the railroad to symbolize the arrival of the modern world in Macondo. One can say that the names of the members of the Buendias want to signify something. In the span of six generations, the men of the family are named Jose Arcadio or Aureliano that suggests that you can’t simply tell their differences because Marquez wants to tell us that these people are all the same in the sense that they keep on repeating the same mistakes that was done by their ancestors.

The Hurricane

The Hurricane (Viewing Task) How well does the composer manipulate the audience to believe that Rubin Carter was wrongly accused based on racial discrimination (1000-1500 words) There are many ways the composer of the 1999 movie ‘ The Hurricane’ manipulates the audience to believe that Rubin Carter was wrongly accused based on racial discrimination. The key ways in which the composer does this is through the structure of the movie and the use of techniques such as non-linear structure and foreshadowing.This movie is about an African American man who is faced with many complications over the course of his life including being ‘wrongly accused’ of killing three people which led to life imprisonment. The composer positions the viewer of the movie ‘The Hurricane’ to believe that Rubin Carter played by Denzil Washington was wrongly accused based on Racial discrimination. This is cleverly done with the real Rubin Carter playing a key role in providing all the voice overs and having a strong influence in how the movie is directed and ‘seen’.Characterisation also plays a key role in the way the composer manipulates the audience to believe that Rubin Carter was wrongly accused based on racial discrimination. This is achieved by showing only Rubin’s side of the story and depicting him as being treated completely unfairly and unjustly which is completely biased. The composer is also able to manipulate the audience through his characterisation of the prison staff and police officers in the movie.They are portrayed as being corrupt and this is shown through dialogue such as the scene when one of the victims of a shooting is on his death bed and is asked by the police officers to identify whether or not Rubin was the man who shot him. When the man replies â€Å"no†, the police officer sternly asks â€Å"Sir look closer, are you sure these aren't the men? † as if to intimidate the victim into identifying Rubin as the perpetrator.The police officer is then portrayed to be racist as he goes on to say ‘I’m going to take you black ass down’ which contributes greatly to the perception that the police officer is corrupt and that Rubin Carter was wrongly accused based on racial discrimination. The movie depicts the opposing legal team that are battling for Carter to be kept in jail as very racist. They constantly refer to Carter with a sense of disgust because he is an African American. The use of these techniques only add weight to the views of Rubin Carter which in turn makes the movie completely bias and anipulates the audience to believe that Rubin’s side is truthful and correct and that he was genuinely a victim of racial discrimination. Non-Linear structure also contributes to the way the composer effectively manipulates the audience to believe that Rubin Carter was wrongly accused based on racial discrimination. Non-linear structure is where effects such as flash backs are used which in turn means that not all events that take place in the movie are in chronological order which creates the sense that something is hidden Isabella Moro Monday, 3 December 2012 1:55:18 PM AET r not yet revealed to place the viewer in a position where they are able to ‘fill in the gaps’. The use of non-linear structure is present through the whole movie but the main focus is on one particular scene where Rubin is arrested shortly after gun shots were fired. More and more of these scenes are revealed over the course of the movie persuading the audience that Rubin is innocent because the flash backs (especially those in black and white) are portrayed as being completely factual and non-bias.However, what we have to remember is that the story is still being told from Rubin Carter’s point of view and therefore the accuracy of the flash backs are un-reliable. By using non-linear structure, the composer has been able to subtly and successfu lly persuade the audience that the story is factual and has therefore achieved to manipulate their views. Non-Linear structure is a key way that the composer successfully manipulates the audience to believe that Rubin Carter was wrongly accused based on racial discrimination.Another technique used over the course of ‘The Hurricane’ is foreshadowing, this technique is also a very effective technique used by the composer to manipulate the audience into believing that Rubin Carter was wrongly accused based on racial discrimination. Foreshadowing shows the build up of something significant such as a key event or a change in a character’s attitude or core beliefs. Foreshadowing is shown in particular over the course of the movie when Rubin Carter is in jail.There is a build up over time showing the different emotions Rubin went through, from being depressed and showing a lot of anger towards everyone, to a complete change of character when he met Lezra and his three o ther Canadian friends. Rubin is then put in a position where he has to choose between whether or not to trust these ‘white’ people to help him, or if he is just going to go back to his shorttempered, depressed self. This is a significant part of the movie as all other events shown so far lead up to this decision.After deep thought and a mental battle Ruben decides to choose to fight for his freedom as he knows he has been unlawfully imprisoned due to racism. The use of foreshadowing in this instance tries to portray Rubin Carter as a tortured victim of racial discrimination. The use of foreshadowing in this movie is a key technique the composer uses to successfully manipulate the audience to believe that Rubin ‘Hurricane’ Carter was wrongly accused of murdering three innocent people due to a decision solely based on his race.In conclusion, the movie ‘The Hurricane’ is not a reliable representation of the events that led to the imprisonment of R ubin ‘Hurricane’ Carter and is in fact a bias depiction of the real life events told from the point of view of Rubin Carter himself. The movie expresses his views on how he was unfairly accused of murder because of his race. Through the use of characterisation, non-linear structure and foreshadowing the composer is able to manipulate and effectively convince the audience that Rubin Carter was wrongly jailed based on racial discrimination. The Hurricane (Viewing Task) Isabella Moro Monday, 3 December 2012 1:55:18 PM AET The Hurricane The film The Hurricane directed by Norman Jewison claims to accurately depict the life of injustice suffered by middleweight champion Rubin ‘Hurricane’ Carter. The director uses casting, characterisation, lighting and music in order to convince the audience of Carter’s innocence. Jewison uses evidence, in some cases false, to manipulate the audience into believing that the Hurricane is and always has been an innocent man. This clever manipulation is clearly evident in his casting and characterization choices of Lezra to emotionally vest audiences into his journey alongside Rubin Carter’s.This technique is also used to create and perfect the other cast members to guide viewer’s thoughts and opinions as the director wishes. Furthermore, the lighting and music are blatantly manoeuvred to garner an emotional reaction from audiences, this is apparent in the poignant scenes of Carter as the victim of tragic injustice. Without Jewison’s clear bias fi lmmaking, the audiences would have been left with a different view of Carter. Casting and characterization in the film The Hurricane are utilized to persuade viewers of The Hurricane’s innocence.The casting of the characters Rubin Carter, Lezra Martin, Lisa Peters, Sam Chaiton, Terry Swinton and Lt. Jimmy Williams was necessary to create the image of goodness, as we associate attractive people with being good and kind hearted. Athletically appealing actors have been cast in all these roles in order for us to automatically assume them to be good. However, Det. Sgt. Della Pesca and the Prison Warden (the major villains) are cast as old, overweight, balding men to assure us of their wickedness.By casting Rubin Carter as an attractive man the director persuades us into believing in Carter’s innocence. Furthermore, the character of Lezra Martin is carefully created to work as an audience stand in for the film. This technique is used so Lezra works as our stand in to Carterà ¢â‚¬â„¢s life. Lezra, like the viewer is new to Carter’s life and his story, while he learns about Carter, so do the audience, as he grows to love and trust Carter, so do the audience. Like Lezra the viewers become attached and emotionally vested in The Hurricane, so the questioning of his innocence becomes ludicrous to the viewers.The film technique of manipulating the viewer’s perspective is also found in the use of lighting. The use of lighting in the film The Hurricane positions the viewer into trusting that Hurricane Carter is an innocent man. Jewison’s use of lighting to persuade the viewer is evident in an early scene depicting Carter and Della Pesca facing towards each other, the only light in the frame is on the operating table behind them, so the audience can only see the side on silhouettes of both Rubin Carter and Det. Sgt.Della Pesca but no detail in their faces. In this scene, we see the stark contrast of their profiles, The Hurricane’s soft features and Della Pesca’s pointed and upturned features. This technique which has been used since the times of ancient Greek theatre is used to depict the proganist , usually the hero, with soft flowing features and the antagonist, usually the villain, with sharp, pointed features. By doing this, Norman Jewison has automatically positioned the audience to see Rubin Carter as a good and innocent man.This sort of positioning is also particularly evident in Jewison’s use of music in the film. Norman Jewison emotionally influences the viewer into believing that Carter is innocent through his meticulous use of music in The Hurricane. The audience slowly finds themselves emotionally attached to the story through subtle but effective music. At various points in the film a grave, slow, low, jazz melody plays which always coincides with a scene where the viewers are positioned to believe injustice is shown.When Della Pesca interrogates a young Rubin Carter, when Rubin is brou ght into the hospital of the victim, during The Hurricane’s first trail as well as when Carter is put into solitary confinement by the ruthless prison warden. The audience is persuaded into associating this music with injustice, so with the use of this music at the right point, such as when The Hurricane is imprisoned the viewers automatically believe it is injustice, which causes us to feel emotionally effected by this and believe in his innocence.Norman Jewison positions viewers of the film The Hurricane to see Rubin Carter as an innocent man. This is done through casting the protagonist’s role to an aesthetically pleasing man, the casting of the antagonist’s role to an older, unattractive man, the characterisation of Lezra Martin, the precise lighting of scenes and the meticulous use of emotion triggering music. Without these manipulative film techniques, viewers would have been left with a different image of Rubin Carter and a greater doubt of his innocence.

International Trade Simulation

International Trade Simulation International Trade Simulation"International trade is the exchange of goods and services between countries." (Heakal, 2007). International trade is helpful to the economy. The trade allows countries to exchange goods in order to have an assorted supply for the residents. The trade brings in supply which creates more demand and the economy grows.The international trade simulation shows the reasons for the international trade. The purpose of the simulation is to make decisions and study the outcomes. This is a three part simulation. The first part is to decide which countries to trade with. The second part is to decide which goods will be exported or imported. Finally the decision will be made on whether or not to impose trade restrictions.Advantages and Limitations of International TradeInternational trade has both advantages and limitations. An International trade advantage is that a country's wealth potential can be maximized. Supply and demand can increase.English: comparative adva ntage in economicsThe country should then export corn and import cheese. Suntize had an advantage in producing electronic goods while Uthania had an advantage in both agriculture and electronic goods. Comparative advantages develop from many factors such as natural resources, availability and relative effectiveness of factors of production, and the state of technology. These can also change over time, which is why the organization of a country's trade could change over time. A labor-intensive country that has fertile soil and a good climate for growing would have a comparative advantage in producing agricultural goods. An underdeveloped country may not have fully utilized resources due to shortages in capital, under developed technology, and a small economy size. International Trade is able to help these countries develop changes in the division...