Effects of Psychodrama Practice on University Students’ Subjective Well-Being and Hopelessness Essay

Psychodrama can be defined as the helpful role-playing method technique usually conducted by groups. Many questions have been raised about the effects which can be caused by psychodrama on students (Blatner, & Adam, 2014). This article have discussed and compiled those effects caused by psychodrama practice on university students’ subjective well-being and hopelessness, morenean approaches: Recognizing Psychodrama’s many facets, the integration of psychodrama with Bowen’s theory in couple therapy and enriching psychodrama through the use of cognitive behavioral therapy techniques Bibliography. Article summary on the effects of psychodrama practice on university students’ subjective well-being and hopelessness                  The effects of psychodrama can be either positive or negative (benefits or limitation).Psychodrama has several applications in real life today. These applications include business, training, religion, and application in business and also teaching together with psychotherapeutic application and concentrations (Blatner, & Adam, 2014). Many people have made it a major part in their colleges as psychodrama trainers who puts efforts broadly with such persons (Farmer et al, 2007). The psychodrama tic tactic can be readily unified with several other approaches which relates to psychotherapy. According to Blatner, & Adam, (2014), the integration of psychodrama with psychoanalysis, gestalt therapy, behavior therapies, creative arts therapies, play therapy, body therapies, family therapy, group therapy, imagination therapies and other miscellaneous psychotherapies. For example within (ASGPP) American Society for the Study of Group Psychotherapy and Psychodrama ther e is a sub class of psychodrama that precisely concentrate on application of psychoanalytic. Psychodrama symbolizes a full expansion and improvement of role-playing together with their applications and implementation. Although role-playing is mostly discussed, outdoor of psychodrama it has not often been considered as an intermediation but except decisiveness training, others are known by the clinician. A psychodrama tic role-playing meeting is perfect for formulating for example a university student to have an encounter with a family or friend member, employer, or maybe the colleague worker. Psychodrama have another application of addressing a wide range of matters and problems comprising those in the currently, future, and past or those that comprise the interior encounter (Farmer et al, 2007). According to Farmer et al, (2007), it can be addressed as â€Å"surplus reality,† that is those issues connected to what one might have, would have, and should have done. This can be applied to efficiently address visions and fantasies and can be applied to address worries related to â€Å"God†, â€Å"the church† or â€Å"the government† in a straight sort of manner. This can improve the well-being of a student and assist him or her in grieving through a goodbye meeting with a departed important and esteemed one. Furthermore Psychodrama can be applied to enhance specific therapy on an individual or additional therapy setup. This can assist the move a student past a deadlock or define if they are equipped for expulsion from treatment through tackling an expected challenging situation (Treadwell, 2005). Privacy is an issue in any experimental preparation groups just as it is in psychotherapy groups. Each participants is required to come to an agreement to privacy as one condition for being a fragment of this training (Blatner, & Adam, 2014). The participants are also stimulated to take into account ongoing work and school interactions with other participants as they select what they unveil as a personal material. Furthermore, it will be addressed out that a moral condition for group work is to make the contestants aware that though a group trainer is forbidden by law from unveiling any material from group, also other group members do not have that same responsibility. Many ways can lead to physical injury to the participant in the process of enactment. For example, the presentation of fierce scenes, creating effects in example standing on chairs, or peoples who are bodily compromised to start with commotions which they cannot do. It is the teacher’s and therapist’s accountability to be alert of possible hazards and to shield the participants. Societal force can end up in individuals feeling constrained to participate in activities of which they may not otherwise accord. Moreover, it is stressed that this subject must be made clear with each participant with whom the therapist might use the method (Farmer et al, 2007). Psychodrama is the most approach developed by Moreno in his lifespan. Instead of being believed of as an only technique, his work would be greatly aided if utilized and recognized as actually separate mechanisms (Karatas, &Zeynep, 2005). Although the efficiency of these individual mechanisms might be added up by using them in performance, there are many situations in which they can be applied in their own right. Moreno came to a conclusion that body movement, active interrelations and actions on the stage, their common familiarity or distance as stated in altitudinal terms, physical, could inform more about the troubles in interpersonal affairs than speaking (Farmer et al, 2007). The action occurring on the stage, movements and spoken words, and objects, make it probable for the character to either to complete anything he or she has been unable to, or have not known how to do it, or tried not do in actuality (Treadwell, 2005). This can be referred as act completion since it is on the psychodrama stage that the person understands the emotions and thoughts that obstruct him, plus the new sequence of behavior that will assist him to express himself independently (Treadwell, 2005). Psychodrama not only sightsees one’s unexpressed feelings and thoughts, but also the conditions that have never really occurred but could have the meets with those who are actually not there. Everything can happen in psychodrama and this hidden dimension of experience can be referred as surplus reality or an extra dimension of reality. The â€Å"character’s† story or subject is at the center of the psychodrama tic presentation whereby the character is the client, patient and the subject of the conduct. The character is chosen out of the group and during the psychodrama tic process the group’s participants are the â€Å"listeners† and the source is for the enactment (Blatner, & Adam, 2014). About the greatest part, the source plays the part according to the character’s comments and instructions .The organizer may direct the source but not intensively. According to Moreno, the source can be acted to the character’s creative mind in two approaches known as double and soliloquy (Treadwell, 2005). There are many methods which co-therapist use to deal with those in relationships mainly couples by use of psychodrama methods and Bowen’s theories. The authors put together the Bowens theory of differentiated individual as single who is capable to function from a position of me as different from we in couples or relationships and use psychodrama to show this functioning (Blatner, & Adam, 2014). The appliance of psychodrama among couples is based on the four Bowens theories (Farmer et al, 2007). the first theory is the theory of triangle, In couples who are too cross of very far there comes a time where some misunderstanding occurs, some couples are able to solve them in a peaceful manner while others they do not manage to do so, this cause an emotional tension which leads to violence in the family. This is where the Bowens theory of triangle gets in, the theory introduces a third party in the family, which helps to solve the problem. The three party’s forms a triangle as the name suggest due to the pull of the third party. The third party can be Christian leaders, police or family friends. According to Blatner, & Adam, (2014), in families, differentiated profile according to Bowen’s theory occurs when a child is born with some characteristics similar to those of one parent or grandparent or the child is born during the period of the death of one of the members of the family. The child concentrates more on the family due to the pressure from those sharing the same characteristics with him or her. This makes child to grow in a sense of WE more than I. In this case, Bowen wanted to teach couples on how to be different from others, if is to attend therapy sessions on member can attend and bring a change in the family if both are not willing to attend together (Karatas, &Zeynep, 2005). The authors bring together the psychodrama and also cognitive behavioral techniques in-group settings. Those groups should have a minimum of five and maximum of ten members. The sessions should take 2 to 3 hours and total period should be 15 weeks. Those with aggressive disorders should take individual therapy (Treadwell, 2005). In the application of cognitive therapy, therapist should start with dysfunctional contemplation or thought records where the group’s members record things that affect them emotionally. The records are kept in each person’s file. During the filling of dysfunctional forms, the members should be given the samples first to guide them on how to fill them. Those forms help the therapist to know each person problem (Treadwell, 2005). Other cognitive technique is automatic thoughts, which are habitual. The therapist helps the patient to recognize them and assist the patient how to deal with them. The cognitive behavioral technique is very effective and the patient responds to it very well (Blatner, & Adam, 2014). Conclusion                  From the impacts of psychodrama and its explanation we can deduce that it not only explores one’s unexpressed feelings and thoughts, but also the situations that have at no time really occurred but could have the meets with those who are actually not there. Everything can happen in psychodrama and this hidden dimension of experience can be referred as surplus reality or an extra dimension of reality. Psychodrama is useful since it can be applied in business, training, religion, and application in business and also teaching together with psychotherapeutic application and concentrations. Other than benefits it can affect the participant due to its societal force which can end up in individuals feeling constrained to participate in activities of which they may not otherwise accord. Outline Psychodrama can be defined as the helpful role-playing method technique usually conducted by groups. Effects of psychodrama can be either positive or negative (benefits or limitation). Benefits include the applications in real life situations such as in business, training, religion, application in business and also teaching. Negative effects are the potential harms in terms of emotions, social culture or physical change. According to Moreno, Psychodrama is the most approach developed in his lifespan Psychodrama not only sightsees one’s unexpressed feelings and thoughts, but also the conditions that have never really occurred but could have, the meets with those who are actually not there. Everything can happen in psychodrama and this hidden dimension of experience, can be referred as surplus reality or an extra dimension of reality. Bowens theories emphasizes mostly on differentiation where one refers himself as an individual. The force of the third party in a relationship helps a lot. The integration of Bowers theories and psychodrama brought a solution to those in relationships. Dysfunctional thought forms help mostly students and patients with a problem of mood regulation. During the first sessions of application cognitive technique, the students do not cooperate but later they enjoy the sessions. References Blatner, Adam (2014). Morenean Approaches: Recognizing Psychodrama’s Many Facets. Turk Egitim DernegiFarmer, Chris; Geller, Marcia (2007). The Integration of Psychodrama with Bowen’s Theories in Couples Therapy. Heldref Publications Winter Karatas, Zeynep. (2005). Effects of Psychodrama Practice on University Students’ Subjective Well-Being and Hopelessness Treadwell, Thomas W; Kumar, V K; Wright, Joseph H (2005). Enriching Psychodrama Through the Use of Cognitive Behavioral Therapy Techniques. HELDREF PUBLICATIONS Summer Source document

Police and SWAT Teams

SWAT stands for Special Weapons and Tactics, and is an extremely important branch of Law Enforcement that is primarily designed for subduing heavily armed criminals and saving the lives of many. SWAT is even considered the most important job in the Law Enforcement branch, and for convincing reasons. Some have the opinion that SWAT teams are intimidating to the public do to their military-styled tactics and operational procedures. However, it is these frightening tactics that save lives and eliminate serious criminal threats. These days there are extremely violent criminals, heavily armed gangs, large drug cartels, and the public needs capable units for protection. It is SWAT’s job to come in when the situation is considered out of regular police officer abilities. These situations include hostage rescue, high risk search warrants and anti terrorism. Is SWAT really necessary? The answer is an outrageous YES, SWAT is a necessity! Couldn’t police officers take care of the situations that we have SWAT for? The answer is an incredible NO; the regular police force does not have what it takes to fulfill SWAT duties. With the threat of terrorism on the rise and the new technology this century has brought about, the role of SWAT teams has expanded, and their importance has never been greater. Police officers are not enough when it comes down to the safety of USA citizens, and SWAT teams are needed to take care of the deadly criminals and resolve high risk situations that today may present in the quickest and most effective way possible. Without SWAT, it would be like August 1, 1966 all over again, a tragic incident that showed the need for a special team designed for high risk situations. SWAT is simply a necessity to keep all American citizens from being victims of dangerous criminals. Without SWAT, our defense against crime would depend primarily on the regular the police force, and as The Texas Clock Tower Shooting showed, that is not enough. On august 1, 1966, a man named Charles Joseph Whitman randomly killed over a dozen people and wounded another 30 or more from the top of the University of Texas clock tower in Austin in under 90 min with his high powered rifle. The police force was so uncoordinated for a situation like this, that even though they got there within minutes, they were unable to stop the rampage of the â€Å"Texas Tower Sniper† for over 90 minutes. It is even said that there was a large amount of luck involved in stopping him when they did. August 1 was the birth date of SWAT because it was on that day that Law Enforcement realized that they needed special plans for these types of situations. Though the police officers involved were undoubtedly performing to the best of their abilities, they did not have the type of tactical training or special weapons needed to quickly suppress this type of violent crime. This devastating massacre opened the eyes of America, and put a spot light on how truly vulnerable the everyday person really was. No one could feel safe if something didn’t change, for as Charles Whitman showed, even an honor student could create such a tragic scene. It was then that Chiefs of police decided that they needed to have teams of officers with equipment and training to carry out special plans for these types of incidents. In this day, 2010, our country would be devastated by deadly crime sprees without SWAT teams. If one man could create such havoc in 1966 with a hunting rifle, imagine what would happen in this day and age with the new technology and groups of organized crime such as terrorists. Police officers do not have the training to deal with dangerous hostage situations. Nor do police officers have the ability to eliminate terrorist threats, or subdue heavily armed criminals. SWAT teams are a necessity for the protection of innocent American citizens. One main reason why police officers are insufficient for carrying out SWAT duties is their training and abilities. SWAT officers are trained specifically to work as a team, usually consisting of four officers, to carry out their duties in the fastest way possible, with the absolute most organization in any given situation, and to do so with the very minimum number of casualties attainable. Team members have to gel and work together as a cohesive unit and this is accomplished by training, training, and more training†(http://ezinearticles. com/? The-Swat-Team&id=646368). Swat Training or Tests include a written exam, fitness test, firearms test, review board, and psychological evaluation. The fitness test consists of maximum bench press rep, maximum leg press rep, most pushups acquired within one mi nute with perfect form, maximum sit-ups reached within a one minute time period, a timed 1. 5 mile run, 300 yard sprint, and 150 lb dummy exercises are the bare minimum. Some teams have more difficult fitness training or tests that can even involve swimming. The firearms test consists of target acquisition drills, rapid fire sequences drills, shooting on the move drills, and mechanical knowledge of weapon operation testing. Review board is an exercise or test to see if the individual has the ability to â€Å"think on their feet and gain insight into their suitability for assignment. A great amount of information may be gained from a candidate including personality type, the amount of preparation they put into testing, their ability to work as part of a team, and their level of commitment. Some interviews may also require the candidate make a presentation on a SWAT-related topic† (http://www. specialoperations. com/Domestic/SWAT/swattraining. html). Special Weapons and Tactics teams are on call every hour of every day, even when considered â€Å"off duty†. SWAT duties are all of high risk, requiring SWAT officers to be a person that is not flustered easily, and with a very high level of maturity. What’s great about SWAT officers is that they are often also police officers as well. Police officers that fit the criteria are trained to be SWAT officers. When a situation needing the SWAT profession is presented, then the officers of the Special Weapons and Tactics team are called upon. This means that not only do you have a SWAT team, but you get well trained officers on duty until their SWAT duties call. SWAT duties include, but are not limited to, â€Å"Sniper Situations, Barricaded Suspects, Hostage Situations, Dignitary Protection, Civil Disturbance, Search & Arrest Warrants, Armed Suspect, Narcotics Raids, Anti Terrorism† (http://www. hollywoodpolice. org/special_units/swatteam. tm). It is plain to see, that SWAT teams are not around for directing traffic or calming domestic disputes, but only serious and deadly conditions that involve high stress and need to be eliminated as quickly and safely as possible. However, training to be a police officer is much different than training to be a SWAT officer, as is their duties. Policemen aren’t tested nearly as much for physical ability, how well they can â€Å"think on t heir feet† or problem solve fast and efficiently, or even how well they can shoot. Police officers are trained to perform or take care of situations that most likely include, â€Å"conducting patrol duties on foot and by car and bicycle, responding to calls and requests from the public to assist, domestic disputes, fires and public disorder, attending road-related incidents including collision scenes, vehicle check points and traffic offences, delivering death and hospital messages to families, conducting initial investigations, gathering evidence, taking statements, interviewing suspects and victims as well as witnesses, searching individuals or personal property like vehicles, and conducting arrests† (http://www. rospects. ac. uk/p/types_of_job/police_officer_job_description. jsp). If one was to look, one would find that police officers are not qualified for even the very basic SWAT situation. Police training just simply doesn’t prepare officers to carry out SWAT duties proficiently, if even at all. Simply put, police officers are around to keep the peace and prevent serious situations from breaking out. In general, policemen are here to, â€Å"protect and serve† (http://ezinearticles. com/? Duties-of-a-Police-Officer&id=1835924). What if the peace is already gone, and can no longer be kept? What happens when protecting and serving isn’t enough, for the people of America are already in harm’s way? That is the core reason for the existence of SWAT teams all around the United States. When the serious situations find ways around the defense of the police force and present themselves, it is then that SWAT, Law Enforcement’s best defense, is called upon by the people of America for protection. Another reason why SWAT teams are needed, and police officers alone are not enough, is this day and age we live in. In 1966, just one man was able to raise havoc with just an arsenal of, â€Å"three rifles, a sawed-off shotgun, two handguns, hundreds of rounds of ammunition, a five gallon container of water, some sandwiches, and a can of gasoline†(Captain Robert L. Snow, pp. 1-7). The police force could not stop one man before he randomly killed over a dozen innocent people passing by the University on a beautiful summer day, and wound close to forty victims enjoying the sun. There is no doubt in my mind that if police officers were not enough then, they are not enough now. It is especially critical that we don’t just depend on the police force now as we did back then do to the new technology. If the events of august 1st 1966 were to reoccur in the present with our new resources and improved arsenal, but no SWAT team, the outcome would be devastating. Imagine the number of casualties if a man went on a rampage today as happened on august 1st, but instead was equipped with assault rifles, sniper rifles, explosives, and even deadly chemical threats like anthrax. For example, a weapon under development called the â€Å"Metal Storm† fires an excess of one million rounds per minute. One burst of over a thousand bullets is fired so quickly that it sounds as if one bullet was shot. It is said that, â€Å"A computerized fire control system precisely controls the firing signal to each round in the barrel. As there is no need to mechanically reload the barrel after each round is fired, Metal Storm has complete control over the timing and rate of fire. As a result, the weapon can be used to deliver a single round or dozens of rounds instantaneously at the target. † (http://www. metalstorm. com/content/view/64/109/). Aside from that, there are even such things as automatic pistols today such as the â€Å"Ingram M11† that can fire 1200 rounds per minute. This new technology allows a frenzy of over one million bullets to be hurled at a target. The fastest firearms of the 1960’s were automatic assault rifles like the AK-47. These automatic assault rifles fired close to six hundred rounds a minute, which doesn’t even come close to competing with the rate of fire of newly discovered weapons. With an unorganized and badly prepared police force, people may keep dying until the criminal runs out of ammunition and materials, and that is not expectable. With a SWAT team however, America can breathe a bit easier for many reasons. SWAT teams are trained specifically to prevent these certain tragedies, and they too have an adequate arsenal. The basic SWAT team is equipped with, â€Å"the Heckler & Koch 9mm MP5 Submachine Gun, the Colt . 45, Glock . 40-. 45, or the Smith & Wesson . 40-. 45, CS gas, flash bangs, tear gas, Tactical vests, and sometimes helmets†(http://fcswat. tripod. com/faq. htm). This equipment is also why SWAT is called upon, as shown in this following situation that could have turned very bad if not for SWAT. â€Å"Officers said they heard the sound of ammunition eing chambered in a shotgun (or racked), according to CPD Sgt. Rich Weiner. Officers backed off, set up a perimeter and called in SWAT. SWAT arrived at the complex shortly after 12:30 p. m. Medics already were on the scene. Police blocked off the apartment complex; no one could enter or exit the complex. Residents also were evacuated from their apartm ents during the standoff. SWAT shot tear gas into the apartment and arrested the suspect without further incident before 3 p. m. † (http://www2. nbc4i. com/cmh/news/crime/article/cpd_swat_responds_to_apartment_complex/32010/). I can say with confidence, that had there been SWAT teams available on august 1st, 1966, Charles Whitman would have been stopped at least twice as quick, maybe even prevented. Finally, we must have SWAT teams to deal the increase in terrorist activities. SWAT teams have not been called on for many terrorist activities yet, for there haven’t been many terrorist attacks on United States soil. SWAT training for Terrorist attacks is mostly a plan, but a very important plan. In already having an organized and thought out plan, SWAT will be prepared to protect America if terrorists do attempt anything in the United States of America. As SWAT Officer Lt. Andrew Esposito says, â€Å"The threat of an international terrorist attack against our country is not to be taken lightly by law enforcement professionals† and also states â€Å"As professional police officers we are all aware of the threat. The training is out there to provide information and resources on how to deal with terrorism, whether it is domestic or foreign. †(http://www. infowars. com/swat-officer-says-posse-comitatus-makes-u-s-vulnerable-to-terror/). Thanks to SWAT teams, we have a defense if terrorists’ attacks start to break out in our nation due to the training and existence of a plan. Before SWAT teams, there wasn’t even a plan, or a single idea of what to do in case of a terrorist attack. Terrorism isn’t taken lightly, especially since 911, which is why courses have been provided. â€Å"From October 2008 to October 2009, Security Solutions International (SSI) conducted 12 SWAT Counter Terrorism courses around the country with hosting agencies. The courses have been taught on the East Coast, on the West Coast and in the Midwest, with a total of 48 LE agencies. †(http://www. thecounterterroristmag. com/pdf/CTMAG. DecJan09. SWAT. Trai ningReview. ores. pdf). That’s the most important thing, a well organized plan, with officers trained and capable of carrying the plan out. In brief, 2010 brings a new threat to the safety of anyone and everyone in the United States of America. The Law Enforcement we currently have is of utmost certainly a necessity to protect Americans from any threats. The twenty-first century brings new technology to the desperate hands of deadly criminals, and gives these Law breakers the opportunity to pose much more of a threat than they ever could in 1966 or anytime before now. Improved automatic rifles bring unlawful citizens the ability to hurl monumental amounts of bullets into crowds of people in less than half the time. Improved technology in ballistics and scopes allows criminals to post up with high powered sniper rifles and carelessly pluck off innocent victim after victim from a mile away with deadly accuracy. New and easier ways of manufacturing more powerful explosives have made it easier for murderers to demolish whole buildings full of people, a massacre of grate loss in less than 10 seconds. Toxic chemical threats, an invisible airborne killer, could be released in densely populated areas, killing all exposed to it with no mercy. Organizations bent on burning down America could strike at any opportune moment, and it would take more than police officers to save our friends and family from their ruthless attacks. The list is a sad one, and it could keep going, but it doesn’t need to. Any one of those scenarios is creditable of being able to take lives, and to save those lives is more than just a worthy reason to have SWAT teams in full swing. It is the purpose of SWAT’s existence.

Binge Drinking Among College Students and Consequences Essay

Binge drinking is a problem that has continued to have a toll on the lives of college students despite efforts by the government and school administrators to curb the trend. Many studies have been conducted to reveal the facts behind binge drinking in colleges and campuses. It is clear that for the problem of binge drinking in colleges to be resolved, it must all start by understanding the factors that influence college students to engage in this behaviour and the impacts that binge drinking have had on the lives of college students. This is because students who do engage in binge drinking have their reasons to justify their behaviour but often have failed to recognize the magnitude of risks that they are exposed to by binge drinking. Among the government initiatives to reduce this problem has been to increase the national drinking age though this has not had much impact on the level of binge drinking among college students according to several studies. It is worth noting that many students have been indulging in binge drinking with the excuse that it is normal as per the culture in their colleges. There are other factors that influence college students to binge drink including environmental, social, developmental, and cognitive factors. Though most students who binge drink defend their behaviour by citing the positive side of binge drinking such as curbing stress and elevating self-confidence, the consequences are often costly and regrettable. This essay provides an argument on the factors that influence college students to indulge in binge drinking, including the various false beliefs about alcohol consumption. In addition, the essay will shed light on the consequences of binge drinking and show that contrary to the tendency of college students to glamorize binge drinking, it is a risky and costly endeavour. Binge drinking has been defined as heavy episodic alcohol consumption in which men end up taking five or more drinks in a si tting while women take four or more drinks in a sitting (Nelson and Wechsler 287). The prevalence of binge drinking on college campuses has remained high, posing serious health, academic, social, and legal implications. In order to understand binge drinking, it is worth mentioning that drinking is measured in terms of frequency or quantity. While quantity refers to how much, frequency is concerned with measuring how often consumption takes place. A drinking behaviour qualifies as binge drinking if large quantities of alcohol are consumed within a short time frame (Binge Drinking). By looking at the history and prevalence of binge drinking among college students, it leaves no doubt that changing drinking age over time has had little impact on the prevalence of drinking on college campuses. Beer drinking among college students is not a new phenomenon as tales dating back to 19th century are told of college students engaging in drinking. A survey conducted by Yale University researchers in 1949 gave an idea of the prevalence of drinking on college campuses. The survey found that 6% of women and 17% of men engaged in drinking more than once per week. In the 1960s and 70s the minimum drinking age in many states was set at 18 to agree with the requirement that those joining the military ought to be old enough to drink (Dietz 88). However, this action only paved way for increased drinking on college campuses given that now drinking was legal. The government had to act swiftly to arrest this trend and in 1984, the minimum drinking age was set at 21. Even then, the level of drinking remained almost the same as most college students had attained this age and thus regarded themselves as being entitled to drink (Krock). Drinking rates over the past 20 years have remained relatively at the same level and now it is estimated that 80-90% of college students are into drinking. Heavy drinkers constitute 15-25% of college students and 44% of college students report frequent or occasional binge drinking (Dietz 88). These statistics are indicative of the fact that binge drinking is a problem that is deep rooted in other factors such as the kind of cultures in colleges, environmental, cognitive, and developmental factors. Therefore, altering the national drinking age while it has shown positive impacts in the general population in terms of decreasing the prevalence of binge drinking, cannot offer a comprehensive solution to the same problem in colleges (Krock). The culture of drinking on campus has contributed a great deal to the high prevalence of binge drinking. While acknowledging the fact that unique cultures exist among individual colleges, these individual cultures harbour certain sub-cultures that encourage excessive consumption of alcohol. Within these sub-cultures, a common message is perpetuated that drinking is a normal and essential component of social interaction. Therefore, many college students conduct themselves in a manner that agrees with what the prevailing culture dictates (Ho pe and Ham 727). The culture of drinking on college campuses is composed of a number of elements. The first element is drinking events which encourage students to indulge in drinking to mark certain events (Dietz 89). In the same way that universities and colleges have a strong sense of tradition, the drinking culture has deep roots in most colleges. Therefore, many students engage in binge drinking in the process of honouring certain events that to them require people to drink in order for the commemoration to have real meaning (Dietz 89). In as much as the culture of drinking in many colleges and universities is difficult to do away with, it has only served to make students make the wrong decision of involving themselves in heavy episodic drinking characteristic of binge drinking. The bottom line is that in the disguise of marking particular events, many college students involve themselves in binge drinking thus exposing themselves to detrimental consequences. Drinking games is an element of drinking culture in colleges that have contributed to the high prevalence of binge drinking. In some colleges, students have tended to glamorize the aspect of drinking alcohol to the extent that drinking gam es are held in which students compete in drinking alcohol. Some drinking games are highly competitive while others just dictate rules regarding how much participants are expected to drink (Dietz 89). Nevertheless, the fact is that whether a drinking is highly competitive or not, by the virtue of portraying drinking as totally harmless, such games have encouraged binge drinking to the detriment of many students. It is true to say that in order to create opportunities for excessive drinking, students in many colleges have perpetuated drinking games entrenched in the culture of drinking. A good example of a drinking game in colleges is Beer Pong in which 6-16 cups partially filled with alcohol are taken by each team. The person playing the game is expected to throw a ping-pong ball aiming at the opponent’s cup across the table. If the ball lands into the partially filled cup, the opponent has to drink the content. The team that runs out of cups first is considered the loser (Dietz 89). By considering the nature of such a game, it is prudent to note that its objective is to encourage excessive drinking judging by the number of cups involved. Therefore, students who get involved in such games more often than not end up binge drinking in the name of having fun but in reality exposes themselves to negative consequences. Another important factor which makes college students to indulge in binge drinking is the kind of choices they make in terms of the groups they want to identify themselves with given that college students are eager to have a sense of belonging. One study targeting to investigate how college students seek to have a sense of belonging revealed that those students who joined Greek organizations drank consistently and more heavily than those who did not join Greek societies (Hensley). Greek societies are known to be prevalent in colleges and often entice students to join them in order to gain a sense of brotherhood or sisterhood. However, many students who agree to join these organizations are exposed to a life of excessive drinking in the disguise of obeying induction rituals. Eventually, the life of excessive drinking becomes part and parcel of these students (Dietz 90). While it is understandable that many students joining college are eager to identify themselves with particular groups or organizations, it is expected of them to make prudent decisions which would not compromise their studies and their lives in college. Unfortunately, many students have ended up in binge drinking through making inappropriate decisions only to realize when things go terribly wrong. Athletics is also another element of college culture whereby, students take the moment as an excuse for drinking but then end up binge drinking. When students drink excessively during sporting events, they often cause incidences and fall in trouble with authorities. Drunken fans are known for causing chaos during and after games irrespective of the game outcome. Consequently, property may be damaged and both bystanders and the rioters suffer serious injuries (Dietz 91). For students who binge drink because of sporting events, it is just a flimsy excuse and the consequences are often regrett able. Therefore, drinking games, sporting events, traditional drinking events, and Greek organizations are the elements of the culture of drinking on college campuses which make many students involve themselves in binge drinking. Unfortunately, the notion that alcohol is essential for complete social life on campus is a misconception whose consequences are harmful. Apart from the culture of drinking, college students are influenced into binge drinking by environmental, developmental, and cognitive factors. Regarding the environment, logic dictates that the way someone behaves is more often than not influenced by what is going on in the surrounding. Therefore, when students drink in environments where people have carried alcohol to drink, drinking games are being played, hard alcohol is available in plenty, and the people around are intoxicated; binge drinking can always be predicted. On the other hand a drinking environment where drinking is taking place in a family setting, in the context of dating or where food is available, studies have shown that in such environments, binge drinking is very unlikely (Dietz 92). Though this suggestion carries weight, it is paramount to reckon that studies that have been done on such environmental implications on the likelihood of binge drinking have been largely correlational. What this means is that though the first kind of environment may contribute to the occurrence of binge drinking, it is also a possibility that those students who indulge in binge drinking are already present in such an environment. Therefore, it would be difficult to determine for instance whether playing of drinking games in such an environment resulted from the presence of binge drinkers or whether students ended up binge drinking because of being in an environment where people played drinking games (Dietz 92). Nevertheless, it leaves no doubt that depending on the kind of environment that students expose themselves to, the likelihood of binge drinking either increases or decreases. Cognitive factors constitute another influential force which has led many college students to develop binge drinking behaviour. The cognitive influences are deeply rooted in misleading beliefs about alcohol, the notion that binge drinking is something that is acceptable, and misinformation about the effects of excessive alcohol consumption. Regarding the false beliefs or myths that some college students confidently hold on to, there are those who believe that everybody is engaging in binge drinking and thus experiences similar negative consequences (Binge Drinking). This is a misguided thought because a significant percentage of college students do not engage in binge drinking. At the same time, the negative consequences experienced by those who indulge in binge drinking vary and cannot be the same. For instance, according to the direct effects model, binge drinking consequences are determined by both the drinking beliefs and the binge drinking tendencies. Going by this model, students who hold more risky myths such as â€Å"everybody is doing it† is more likely to experience harsher consequences. This is because; such students are often lured into thinking that binge drinking cannot make them suffer physical harm. Consequently, they are more likely to involve themselves in highly risky behaviours after binge drinking and hence experience more severe consequences compared to those who do not hold such a myth (Turrisi, Wiersma and Hughes 343). Another myth among binge drinkers is that binge drinking enhances sexual performance and sex appeal. The fact is that binge drinking predisposes students to risky sexual behavior in which some students may engage in unprotected sex which can lead to the contraction of HIV/AIDS and other sexually transmitted infections (DeSimone 2). In fact binge drinking causes disorientation and those who engage in it are incapacitated from making rational decisions when they are drunk. The belief that their sex appeal is enhanced is misguided. There is also the belief among those who attempt to justify binge drinking that binge drinking is a remedy for stress and that it can enhance social interaction. On the contrary, binge drinking has been associated with hangovers and even suicidal thoughts. Binge drinking does not enhance social interactions but instead it triggers quarrels, arguments, fights, and incidences of blacking out and vomiting (Wechsler). Others believe that alcohol is not harmful to the body. Again, such a belief is the total opposite of the fact since alcohol consumption has been associated with serious health consequences including alcohol poisoning. The other aspect of cognitive influences is that some students will engage in binge drinking because they perceive the behavior as acceptable in the eyes of their parents and friends. In other words, they find consolation in the idea that binge drink is not bad after all since their parents and friends do not show any disapproval of the behavior (Dietz 94). Developmental factors also help to explain why college students engage in binge drinking. It is worth noting that once students reach this level of maturity, they naturally develop the desire to be regarded as mature adults who can make independent decisions and be responsible for the consequences of their actions. Therefore, binge drinking behaviour among many college students emanate from this desire to assert their adulthood. Moreover, college students are usually at their prime physically and thus they feel much confident in terms of being able to withstand the impacts of drinking alcohol which may also lead them into drinking excessively (Dietz 91). Though regarded as normal development, the fact that college students are likely to regard as adult hypocrisy anti-drinking messages from people, only puts them at more a vulnerable position. It is also noteworthy that college students are at a stage of critical social and emotional development. For instance, this is a time that they experience a higher level of autonomy since their parents are not around to monitor them. This increased freedom makes many students to make autonomous decisions and often experiment with behaviours that their parents had forbidden them. Moreover, many college students are still continuing with the process of devel oping their identity and in the process, often indulge in behaviours such as binge drinking in search of more sensational experiences (Hope and Ham 727). Peer influence is usually at the centre of identity development as students try to fit in new environments with a sense of belonging. Therefore, given that in many colleges students are confronted with a drinking culture, it is not a wonder that some result to binge drinking. However, many students fail to realize that with more freedom comes the need to be more responsible. This is because too much freedom without a sense of self-control or restraint is harmful. In this regard, in as much as certain developmental factors are normal, it cannot be justified as the excuse for engaging in heavy drinking. Binge drinking has a wide range of negative consequences which many college students fail to foresee before plunging themselves into the risky behaviour of binge drinking. Some students do not think that binge drinking can lead to any immediate negative consequence while others lean on the belief that alcohol does not pose harm to the body at all. Such notions are null and void given th at bingers are often caught in a wide range of crises such as engaging in unplanned or unprotected sex and getting into trouble with the authorities. In addition, bingers are more likely to engage in dangerous acts such as driving while drunk than nonbinging drinkers. Drunk driving is a major cause of car accidents and many young people have lost their lives because of it (Nelson and Wechsler 290). Some of the beliefs about the benefits of binge drinking among college students include the idea that by binge drinking, one can get more sexual opportunities. On the contrary, binge drinking only serves to make bingers behave irresponsibly and engage in risky sexual behaviours such as unplanned or unprotected sex. Consequently, some may contract STIs and HIV/AIDS which is a very high price to pay for being irresponsible. Unwanted pregnancy is another possible outcome of binge drinking which adds to the social burden and compromises the studies of the affected student. Contrary to the notion that binge drinking helps to relieve stress, one of its notable consequences has been the increased risk of committing suicide among college studen ts. Given that 67% of suicide incidences in colleges result from alcohol abuse, the idea that binge drinking causes relaxation is a nonstarter (Wechsler). The health consequences associated with binge drinking are severe. For instance, liver cancer is a fatal illness which can lead to death if not treated early. Another terrible consequence of binge drinking is alcohol poisoning which is a health condition that is not reversible once it occurs. This is a fact which is contrary to what people believe that alcohol poisoning can be reversed by drinking black coffee, walking, sleeping, or taking a cold bath. Time is the only factor that can determine whether the condition will get better or worse. However, due to the high level of alcohol in the blood, there may be no time for the alcohol level to decrease. Instead, the increase in blood alcohol level may continue even after quitting drinking. Consequently, death can result from interruption of breathing functions or the patient may choke on his/her vomit while unconscious (Do You Understand Binge Drinking?). Binge drinking causes students to be left behind in school work and academic performance of binge drinkers is rendered poor. For instance, due to hangovers and disorientation that comes with excessive drinking, students often fail to complete their assignments or to attend lectures. Consequently, their grades continue to deteriorate and their academic life may become a nightmare (Hensley). Such outcomes are contrary to the notion among young binge drinkers that they have the ability to control the effects of excessive drinking. The fact is that the consequences of binge drinking are stronger than one may try to imagine and many students only regret later when it is too late. The second hand effects of binge drinking are also real and come in the form of insults, sleepless nights, unwanted sex advance, arguments, and a ssaults (Wechsler). From this discussion, it leaves no doubt that binge drinking is highly prevalent on college campuses, something that has been contributed by different factors. This is supported by the evidence of many studies showing that despite the national drinking age being increased to 21, binge drinking especially among female students has increased. The consequences of binge drinking are detrimental. This has been witnessed in the form of the escalating cases of road accidents which has cost many lives of college students. Despite the belief among many college students that alcohol consumption enhances social interaction and sex appeal, binge drinking results in quarrels, arguments, and risky sexual behavior. In addition, students who binge drink have often found themselves in trouble with authorities. Poor academic performance due to inability to focus is a big problem among binge drinkers. Contrary to the belief that alcohol releases stress, statistics have proved otherwise. In fact, incidences of suicide have been on the rise among binge drinkers. The notion among binge drinkers that they are able to control the impacts of alcohol is a nonstarter given the high incidences of rape, assault, and vandalism among college students who binge drink. Regarding the culture of drinking in most colleges, this is something that bingers lean on as an excuse for their behavior. Issues of autonomy and the urge to identify with particular groups though real only imply that individual students must make prudent choices amidst the pressure. It all has to start by correcting the misconceptions and wrong attitudes among college students. Nevertheless, binge drinking remains a nagging issue whose consequences are a threat to many generations. Annotated Bibliography 1. Binge Drinking. n.d. Web 25 Nov 2011 . This article presents an argument regarding the way binge drinking has been defined by researchers and helps the reader to understand the controversy surrounding what actually amounts to binge drinking. It acknowledges that binge drinking is characterized by repeated intoxication with alcohol which makes a person become careless and abandon his/her responsibilities. In this case, it is useful in this research paper in terms of shedding light on what amounts to binge drinking and the possible consequences. It also alludes to the fact that binge drinking is still prevalent on college campuses. However, it points out that most of the research results about binge drinking on colleges have not reflected the real picture of the situation. 2. DeSimone, Jeff. Binge Drinking and Risky Sex among College Students. 2010. Web 25 Nov 2011 . This article is useful in this research to the extent of addressing one of the main consequences of binge drinking; risky sexual behaviour. The information in the article is presented in form of a report based on research aimed at finding out the relationship between binge drinking and risky sexual behaviour among college students aged between 18 and 24 years. Its findings that binge drinking increases promiscuity and inability to opt for safer sex such as condom use help to build on the paper’s argument. However, it fails to recognize other numerous negative consequences of binge drinking besides risky sexual behaviour. 3. Dietz, Christine M. â€Å"Development of Binge Drinking Behavior in College Students: A Developmental Analysis.† Graduate Journal of Counseling Psychology (2008): 1(1), pp. 86-96. The journal presents valuable information on the factors that influence college students to engage in binge drinking. It extensively addresses the culture of drinking in most colleges which many students lean on as an excuse for intoxicating themselves with alcohol. In addition, the journal discusses the developmental, cognitive, and environmental factors that play a big influential role in binge drinking. The information in the journal is quite useful in this research paper as it presents a broad picture of what has led to the high prevalence of binge drinking on college campuses. However, it falls short of addressing the details of the consequences of binge drinking. 4. Do You Understand Binge Drinking? 2011. Web 25 Nov 2011 . This is an article that explores in a brief but precise manner, what binge drinking is, the myth surrounding binge drinking, and the main health consequences of binge drinking. It helps to build the argument that contrary to what many college students perceive as being invincible to harm, binge drinking is a monster that induces slow death regardless of age. 5. Hensley, Laura G. â€Å"College Student Binge Drinking: Implications for a Constructivist Approach to College Counseling.† Journal of College Counseling (2 001): Vol 4. The journal covers the most fundamental elements presented in this research paper in the form of an argument. It begins by explaining the prevalence of binge drinking and the factors causing this trend such as students joining Greek societies and succumbing to peer pressure. It then highlights the behavioural, health, and academic negative consequences that result from binge drinking. Though the information is useful in building an argument, the journal presents it in form of a report or literature review. 6. Hope, Debra A and Lindsay S Ham. â€Å"College students and problematic drinking: A review of the literature.† Clinical Psychology Review (2003): Vol 23, pp. 719-759. This journal review explores the problem of excessive drinking among college students by citing the findings of a number of studies that have been conducted in the past. It acknowledges the importance of considering frequency and quantity when defining binge drinking. Besides highlighting the consequences of binge drinking, it also explores other aspects such as gender difference in the likelihood of excessive drink ing. Nevertheless, it contributes to the research paper since it also addresses factors such as sensation seeking, personality and environmental factors, and cognitive processes as influencing college students to engage in binge drinking. 7. Krock, Becca. Higher drinking age lowers binge drinking for all except college students. 2009. Web 25 Nov 2011 . The article presents important findings from a recent study which revealed that though the national drinking age was set at 21 and has remained so since 1984, the effects on the level of binge drinking among college students have not been significant. However, the article points out that a major decline in the prevalence of binge drinking among teenagers has been noted. The article is relevant to the research paper since it helps the reader to see that altering the drinking age is not enough to curb the issue at hand. The main idea in the article is that since most college students are already 21 years and above, it’s legal for them to drink and the situation is exacerbated by other factors. 8. Nelson, Toben F and Henry Wechsler. â€Å"Binge Drinking and the American College Student: What’s Five Drink?† Psychology of Addictive Behaviours (2001): 15(4), pp. 287-291. The journal article discusses the importance of the clinical five/four measure of binge drinking in evaluating its various consequences. By citing findings about the consequences of binge drinking among college students, the article helps to build the argument presented in this paper. The article notes that there is a huge difference in the severity of binge-drinking consequences between bingers and non-bingers. However, the article does not address the fundamental factors that influence students to engage in binge drinking. 9. Turrisi, Rob, Kimberly A Wiersma and Kelli K Hughes. â€Å"Binge-Drinking-Related Consequences in College Students: Role of Drinking Beliefs and Mother-Teen Communications.† Psychology of Addictive Behaviors (2000): 14(4), 342-355. The information presented in this journal article is highly relevant to the argument since it not only focuses on the false beliefs about alcohol among college students but also the relationship between these beliefs and the consequences. For instance, the article asserts the findings that a direct relationship exists between drinking beliefs and binge-drinking consequences. However, there is no direct relationship between drinking beliefs and consequences when it comes to health matters and physical risk. Overall, the article helps the reader to understand the phenomenon of binge drinking in terms of why students engage in it and the difference in the nature of consequences expected by bingers and the actual consequences. 10. Wechsler, Henry. Binge Drinking on America’s College Campuses. 2009. Web 25 Nov 2011 . In this article, the question of binge drinking is discussed in light of its prevalence which according to the article has remained relatively steady. At the same time, the article notes that more dangerous forms of binge drinking have been on the rise. The far-reaching consequences of binge drinking including alcohol poisoning, poor academic performance, vandalism of property, and physical harm have been highlighted. It helps to underscore the fact that by believing that they are able to control the effects of alcohol, many college students have only predisposed themselves to harm.

Healthcare in the United States a Social Problem Essay

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Speech Essay Example | Topics and Well Written Essays - 1000 words

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Reproduction Essay Example | Topics and Well Written Essays - 750 words

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IT-8 Essay Example | Topics and Well Written Essays - 500 words

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Beakers and measuring Essay Example for Free

Beakers and measuring Essay Chemical engineers exploit chemical reactions to produce materials on a commercial scale. One of their principal activities is the design and operation of chemical reactors. In order to accomplish design goals, the engineer often needs to know the kinetics of a reaction the factors that influence the rate of the reaction. In what follows, a brief discussion of the basic ideas in chemical kinetics is presented along with the mathematical models used to study the kinetics of chemical reactions. The close resemblance of the mathematical equations modeling chemical kinetics to those modeling population dynamics will become apparent. Appropriate links to topics in population dynamics will be indicated for you to explore if you so desire. Reaction Rates A chemical reaction involves one or more substances (reactants) that react to produce other substances (products). As the reaction proceeds, some chemical species are depleted while others are formed. Certain laws govern this process, and these laws can be expressed in terms of mathematical equations Balance Laws One of the assumptions made in chemical kinetics is that the number of atoms is preserved, i. e. atoms are neither created nor destroyed. For example, if there are atoms of Oxygen, , present before the reaction begins, then there will be the same number, , of atoms of Oxygen during all stages of the reaction. This is illustrated by the following stoichiometric equation describing the decomposition of nitrous oxide (a gas) into nitrogen and oxygen gases (do not confuse the nitrogen and oxygen gases, and , with the elements Oxygen, , and Nitrogen, ): PLAN: I must produce a piece of coursework investigating varrying rates of reaction, and the effect different changes have on them. The rate of reaction is the rate of loss of a reactant or the rate of formation of a product during a chemical reaction. It is measured by using the following caculation: Rate of reaction = 1 divided by Time taken for rection to conclude. According to the collision theory of reacting particles, there are five factors that can affect the rate of a reaction: temperature, concentration (of solution), pressure (in gases), surface area (of solid reactants), and catalysts. I have chosen to investigate the effect temperature has on a reaction. This is because temperature is practical and easy to investigate practical. Time is a serious element in my investigation, the preparation of a solid in powdered and unpowdered form would take longer to prepare, and it is difficult to get accurate readings due to the inevitabilities of human errors. A gas is mostly colourless, it is difficult to gauge a reaction changing the pressure and if a substance is added to give the gas colour, it may influence the outcome of the experiment. Similarly the use of a catalyst complicates things, and if used incorrectly could cause a series of anomalous results. AIM: To observe the effects of a change in temperature on the rate of a reaction between Sodium Thiosulphate and Hydrochloric acid. The reaction that will be used is: Sodium Thiosulphate + Hydrochloric Acid Sodium chloride + water + Sulphur Dioxide. (In symbol form) A series of experiments will be carried out changing the temperature while other factors remain constant. Both the sodium thiosulphate and the Hydrochloric acid are soluble in water. My first recording will be demonstrated at room temperature, this will be discovered by using a thermometre, I shall wait until the temperature remains constant before proceeding. When varrying the temperature I shall use a water bath to heat up the solution allowing it to reach the necessary temperature. A preliminary investigation was used to decide which apparatus was appropriate and the varriation of the temperatures. The results of my preliminary investigation are below: My preliminary investigation allowed me to discover that any temperature below 20 C reacted too slowly, and 90i C reacted too quickly to be worth including in my final investigation. I have decided to operate the final investigation using the following apparatus: 1 thermometer = to allow me to test the temperature of the solution. 2 measuring cylinders = to measure the amounts of sodium thiosulphate and Hydrochloric acid used. 1 heatproof mat = for the experiment to place safely on. 1 stopwatch = to allow me to time the rate of reaction.   5 waterbaths = to be set at varried temperatures (ranging from 40-80 C) to heat the solution. X board = to place the conical flask (containing Sodium thiosulphate/Hydrochloric acid solution) on allowing me to observe the rate of reaction. 1 Conical Flask = to contain the solution . 1 pair of tongs = to allow me to pick up the beaker safely after it has been heated. 1 pair of goggles = to protect my eyes from any rogue substances they may be subject to. During this investigation I have decided to use Sodium Thiosulphate in the concentration of 0. 03 moles per litre, 50cm shall be used in each experiment. I will be using Hydrochloric acid in batches of 5cm for each experiment. METHOD: collect nescessary apparatus and assemble in an appropriate fashion.   Using a measuring cylinder, collect 50cm of Sodium Thiosulphate and place into the conical flask. Heat to appropriate temperate using the waterbath, check the accuracy of the water baths temperature by using a thermometre. Place the X board under the flask.   Add 5cm of dilute hydrochloric acid swirling the flask to mix the two solutions. Using a stopwatch, start timing straight away.   Keep eyes on the cross and stop the clock when the solution has gone cloudy and the cross is no longer visible.   Repeat experiment varrying the temperature.   Averages will be taken to improve the credibility of the findings, and present solid grounding for the final conclusion. The repeat results will help to iron out any anomalies and the average will give a good summary of the results of the experiment. However if one set of results is entirely different to the other, a third experiment will be performed to replace the anomalous set of results. Safety A pair of goggles will be worn during the heating part of the experiment in order to protect the eyes. An apron will also be worn to protect the skin and clothing. When handling hot beakers and measuring cylinders a pair of tongs will be used.

How Guide Books Help Construct The Tourist Gaze Tourism Essay

How Guide Books Help Construct The Tourist Gaze Tourism Essay How guide books help to construct the tourist gaze and constrain the way tourists see the city. If you really want your life to pass like a movie in front of you, just travel, you can forget your life. Andy Warhol (1975). Tourism is an important aspect in 21st century living as it represents a type of escapism an individual can experience to add spontaneity in ones mundane routine. With mass globalization posing as an ever-growing epidemic, most tourist spots are highly advertised in the media creating what has been known as the tourist gaze. The tourist gaze is summarized very neatly by John Urry (1990), as the process when places are chosen to be gazed upon because there is an anticipation, especially through daydreaming and fantasy, of intense pleasures, either on a different scale or involving different senses from those customarily encountered. Such anticipation is constructed and sustained through a variety of non-tourist practices, such as film, TV, literature, magazines, records and videos, which construct and reinforce that gaze This paper will attempt to explore the different factors of how guidebooks in particular help to construct the tourist gaze and also how it may limit the experience one would have of the city. Urry (1990) introduces a wide variety of themes of which will be closely examined in the process of this essay. To be specific to the question the analysis will be closely related to how guide books and therefore, literature as well as magazines, evoke the different senses that help in instilling th e tourist gaze particularly in contemporary London. The tourist experience is very closely mediated by sight, and by the practices of representation that are part and parcel of travel (Crang, 1997). The city of London represents a region full of history, culture, authentic architecture and modern marvels all of which can easily be beautifully captured as a still image and has been greatly advertised in travel guides. london_mix001.jpg Figure 1: Introductory depiction of multiple aspects in London. The Informative Travelers Guide To London introduced the city of London by means of an image, Figure 1. Spots to visit are chosen because of their value as photographic landmarks. A walk through a city or rather tourism in general becomes in effect a search for the photogenic. (Kubalek, 2008) Photography is a powerful means of evoking ones senses. Figure 1 depicts history, culture, and architecture as well as conveys a sense of patriotism all in one effectively edited shot. The tourist gaze is created as the viewer, most likely foreign to the British culture, is thrust into such an exotic world mentally without even having cross the boarder. Tourism is often about the body-as-seen, displaying, performing and seducing visitors with skill, charm, strength, sexuality and so on. (Urry, 2001) Clearly evident in Figure 1 is a depiction of a British guard in the iconic uniform, which forces the on-looker to envision the ceremony of the changing of the guards. The Changing the Guard at Buckingham Palace is a comprehensive guide book that entails history of the ceremony as well as dissects the facts from the different ranks of the soldiers to the intricacies of his uniform. This example involve what MacCannell(1992, 1999) calls a reconstructed ethnicity as well as a staged authenticity clearly because this ceremony is a major tourist attraction for visitors alike. Not only will they experience an act of British nationalism but also catch a glimpse of a national landmark, Buckingham Palace. National histories tell a story, of a people passing through history, a story often beginning in the mists of time (Bhabha, 1990) Included in the aforementioned guide book is a list of places of attraction within a close vicinity to Buckingham Palace, Houses of Parliament, Big Ben, Piccadilly Circus, St James Palace, 10 Downing Street, The Thames, Trafalgar Square and even Hard Rock Cafe, to name just a few of the great London sights that are a stones throw from Buckingham Palace! (Changing of the Guard, 1990) This is an example in how the tourist gaze can pose as a constraint to the visitors experience of the city. Part of the motive for travelling is to experience the photographs on site, in the real (Dyer, 1995). The book subconsciously guides the tourist and therefore his/her liberty to explore the land is controlled. union-jack-333.jpg Figure 2: The 2012 Olympic Games logo International events, premised upon mass tourism and cosmopolitanism, means that national identity is increasingly conceived of in terms of a location within, and on, a global stage. (Urry, 2001). Visit Britain 2012 is synonymous with images such as that depicted in figure 2 and highly advertised with articles relating to the highly anticipated 2012 Olympic games. The visit London 2012 homepage opens with a description of the Olympic Park, The London 2012 Games are the catalyst for transforming 2.5sq km of land in east London. What was once industrial, contaminated land has been rapidly transformed over the past three years.. Rochee (2000) describes these areas as having the power to transform themselves from being mundane placesà ¢Ã¢â€š ¬Ã‚ ¦ into being there special host city sites that come to occupy a distinct niche within global tourism. The reconstruction of what was once an industrial area into what is portrayed as a place of interest is another way tourist organizations crea te the tourist gaze, by stressing this in tourist manuals they represent the tool that conveys the message. Liberated from the real-world burdens of stores and product manufacturing, brands are free to soar, less as the dissemination of goods and services than as collective hallucinations (Klein, 2000: 22) Product advertising is evident in many travel magazines; one brand in particular that is greatly linked to tourism is the Rimmel franchise. Get the London look! Rimmel claims to be authentic, experimental, fun, accessible to all and uniquely British, offering value for money, with a dash of London glamour. (Rimmel London) By hiring American talent such as actor, Zooey Deschanel as well as musician, Solange Knowles, they represent brand ambassadors who in turn help in the creation of the tourist gaze especially since the advertising has them set in very stereotypical London scenarios, creating again an idealized and stereotypical representations of the place we are visiting (Martwick, 2001) Young aristocrats took Grand Tours in the 17th century primarily for educational reasons, but only since the 1840s did travel start to be of greater interest for a wider part of European society. (Kubalek, 2008) History plays an important part of tourism in general as Roche (2000) explains with the example of the 1851 Great Exhibition at Londons Crystal Palace, the first-ever national tourist event. Although the British population was only 18m, 6m visits were made to the Exhibition, many using the new railways to visit the national capital for the first time. Timeout London. The best of London (2010), has a comprehensive display of the different museums and attractions of which claim to hold great historical and cultural significance to the country. Particularly important in the genealogy of nationalism have also been the founding of national museums and the development of national artists, architects, musicians, playwrights, novelists, historians and archaeologists (McCrone, 1998; K irshenblatt-Giblett, 1998) Also highly publicized in the guide book mentioned earlier is the ever so popular, London Eye observation wheel. The static forms of the tourist gaze, such as that from the balcony vantage point, focuses on the two-dimensional shape, colours and details of the view that is laid out before one and can be moved around with ones eyes (Pratt, 1992: 222) On the wheel the viewer is able to observe Londons other landmarks, for instance the Houses of Parliament, St Pauls Cathedral even The Gherkin. In a sense it gives the viewer the feeling of having some kind of an overview of the city he/she has traveled to (Kubalek, 2008). Although this feeling may be quite rewarding Osborne (2000) explains that the tourist never quite arrives, never completely connects. The significance of other sights interrupts each sight. Every sight signifies all other sights, most still lacking our visit. Kubalek (2008) gives an example to the previous quote by introducing the Southbank, which is the stage for stree t performers. Being right next to the wheel does the static image of watching the view from the wheel contrast to the more interactive experience of walking down the iconic Southbank? Similarly the view through the car windscreen (like the view from one of the rotating glass pods) has also had significant consequences for the nature of the visual glance, enabling the materiality of the city or the landscape to be clearly appreciated (Larsen, 2001) The touristic experience reflects, magnifies and distils everyday life, it infuses the mundane, and vice versa, in relation to the developing and maintaining of an individuals social identities. (McCabe, S., 2002) Consumer psychology, geography and business management studies are essential in the planning of tourism. It is an intentional play by tourist organizations, to make the person believe that their holiday is made by choice, when holiday packages have been planned with great intricacy to benefit the countrys economy. Urry (1990) has found that leisure travel is motivated by a desire to escape ordinary, normal life. The meaningful experiences through travel (MacCannell, 1976) is garnered by a carefully planned plot that guides the tourist in question on a journey that may seem to be of great spontaneity, but is in actual fact carefully planned by greater powers and hence there is clear constraint to the true experience that the tourist encounters. In conclusion, there are many ways tourist guide books create the tourist gaze, be it in ways that may not be seemingly apparent. It is an intricately planned affair of which tourist companies greatly weigh the economic aspects with the environmental as well as the political as so to produce an experience that will create a symbiotic relationship between the visitor, the locals as well as the environment. In order to achieve this, as I have explained in the process if this paper, there are apparent constraints that is embedded psychologically in the minds of the tourist by the way the guide book is presented. They are cumulatively lead to places of interest of which due to careful planning will come to benefit the area economically, socially and sustainably. Tourism is a game, or rather a whole series of games with multiple texts and no single, authentic experience (Urry, 1990) Total words: 1720 words

Customers Satisfaction Services

Customers Satisfaction Services INTRODUCTION Organizations have been increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998(1) defined ten Quality Values which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the custom ers expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction gap which is objective and quantitative in nature. Work done by Cronin and Taylor propose the confirmation/disconfirmation theory of combining the gap described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey (2) with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organisation being measured. To efficiently deal with customer satisfaction, coordination of all departments of a company, from the marketing to the human resources, operations and financial departments is not only critical, but they should also be involved in the process. The aim of this report is to reflect on the customer satisfaction in all the processes and operations at the NIKE, Inc. The focus will be on the numerous systems and activities set up by the company to meet overall customer satisfaction. However, it would be of great relevance to firstly investigate who is a customer in general and what is the nature of customer service. A literature review on customer satisfaction and an assessment of the business environment will then follow. Secondly, an analysis of customer satisfaction through the various processes and systems established at the NIKE, Inc. will be undertaken. In a third chapter, an evaluation of customer satisfaction at the BMW Group in relation to the theories will be carried out. Finally, a conclusion and recommendations will follow. Company Background Nikes Heritage NIKE, pronounced NI-KEY, is the winged goddess of victory according to Greek mythology. She sat at the side of Zeus, the ruler of the Olympic pantheon, in Olympus. A mystical presence, symbolizing victorious encounters, NIKE presided over historys earliest battlefields. A Greek would say, When we go to battle and win, we say it is NIKE. Synonymous with honored conquest, NIKE is the twentieth century footwear that lifts the worlds greatest athletes to new levels of mastery and achievement. The NIKE swoosh embodies the spirit of the winged goddess who inspired the most courageous and chivalrous warriors at the dawn of civilization. (from Nike Consumer Affairs packet, 1996) The Swoosh The SWOOSH logo is a graphic design created by Caroline Davidson in 1971. It represents the wing of the Greek Goddess NIKE. Caroline Davidson was a student at Portland State University in advertising. She met Phil Knight while he was teaching accounting classes and she started doing some freelance work for his company. Phil Knight asked Caroline to design a logo that could be placed on the side of a shoe. She handed him the SWOOSH, he handed her $35.00. In spring of 1972, the first shoe with the NIKE SWOOSH was introduced. (from Nike Consumer Affairs packet, 1996) History Nike was founded in the year of 1968 by Philip H. Knight, who is currently the Owner, Chairman, and CEO of the company.   Phil Knight completed his education from the University of Oregon and the Stanford Business School by 1962, (Moore, 128).   As an aspiring young business man, he decided to travel to Japan and speak to the president of Tiger shoes.   He presented himself as an American distributor of athletic equipment when he actually had nothing.   He was pretty sneaky, however, he got what he wanted and began selling running shoes under the name of Blue Ribbon Sports (BRS). Once he became bored with selling shoes at sporting events from the back of his truck, he began producing his own athletic apparel, (nike/history.htm).   He renamed his so-called company Nike and hoped for the best to happen.   Within the first year, he sold $8000.00 worth of shoes and only received a $250.00 profit, (nike/history.htm).   After some time, Knight turned to his old coach from sch ool, Bill Bowerman, for advice on what to do next.   Phil Knight wanted Nike to stand out above the rest.   Once Bill Bowerman came up with the idea for having traction on the bottom of shoes, Nike had finally made its mark, (nike/history.htm).   The Nike Waffle Trainer stood out and made Nike the most unique shoe company of the 1970s.    By the year of 1979, Nike was the most well-known shoe company in the world.   They no longer just sold shoes but sporting equipment as well.   However, the joy of being on top came crashing down when Reebok surpassed Nike with the aerobic phase in athletics.   In order to maintain the reputation of Nike, the worlds best shoe corporation, Nike struck back by diversifying their shoes for different kinds of sports activities.   Nike continued to rise in success throughout its prosperity by signing famous sports players ( ex. Michael Jordan) and using intelligent advertising tactics, (nike/history.htm).   Today, Nike is a four billio n dollar business that has had its ups and downs.   As of now, Nike is having difficulties with the publicity it is receiving about its labor practices in China, South Korea, Indonesia, and Vietnam. Chapter 1: Theoretical aspects of customer satisfaction 1. The concept of customer in general A customer refers to individuals or households that purchase goods and services generated within the economy. The word historically derives from custom, meaning habit; a customer was someone who frequented a particular shop, who made it a habit to purchase goods there, and with whom the shopkeeper had to maintain a relationship to keep his or her custom, meaning expected purchases in the future. Customer needs may be defined as the goods or services a customer requires to achieve specific goals. Different needs are of varying importance to the customer. Customer expectations are influenced by cultural values, advertising, marketing, and other communications, both with the supplier and with other sources. Both customer needs and expectations may be determined through interviews, surveys, conversations, data mining or other methods of collecting information. Customers at times do not have a clear understanding of their needs. Assisting in determining needs can be a valuable service to the customer. In the process, expectations may be set or adjusted to correspond to known product capabilities or service. 1.1 Customer Service Customers are the essential to the business. Basically, the business makes profit from the product sales, so it depends how many customers purchase the companys products. Recently, most of firms are not only to focus their products decoration and price, but also pay attention to the those customer whom buy the products. For instance: listen with understanding, ask questions, apologize, take fair and corrective action and remain courteous to the customers.The profit of a business increase markedly the more loyal, long-standing customers it has. Therefore, it is crucial to provide an excellent service to attract and keep the customer. To begin with, a customer who is a person or business buying goods or services from another. And the customer service is helping and supporting the customer before, during and after they purchase the product. Normally, the customers can be broken into to two types categories: external and internal. External customers are who buy goods or services that are not employed by or combined with the business selling the goods or providing the service. Internal customers which means the people within an organization to whom work is passed or to whim a service provided. The four basic aims for the customers are, what they want, when they want, where there want it and what price they willing to pay. Nowadays, the customers service is quite important to a firm, because of the following reasons. First one is to make the business profitable; of course, it is most important principle to a firm. The second reason, it is differentiation with other competitors. In a market, may be have many of firms produce the products almost the same style, same quality and same price. Hence, the customers might depends the which firms can be provided good service, and this can be helped them to make a decision to buy which brand of product. Beside that above two reasons, if the company provides the excellent services to the customer, who will come back. This is the key for a firm to live longer in a competition market. How many customers will do â€Å"repeat business† with company according to how better services they can obtain. Lastly, as the similar reason with second one, which is increasing competition in the market. Especially, currently most of Mutil-company joining into the domestic e conomic, therefore, the firms really needs to keep their good customer service that not going to be eliminated by the market. Customer services are so crucial to any company, hence, there have some ways that to provide an excellent customer service. First of all, responding any questions from customers. Whatever from the customer calls, E-mail and letters. Customers have higher requirement of response time. If the customer will not be answered quickly, they may think that they are not important and have been ignored; and start to move to other company. One example, like UGR company, we have three groups each week and many sales people to do the same job, which is responding the customers E-mails or letters. However, due to the improper manage, lots of letters and E-mails response to one customer too many times, in contrast, other customers have been ignored. As a result, the company will lose the business with those customers. Secondly, understanding the customers need, such as satisfy customers emotional satisfaction. There are 4 main points that the enterprise should achieve to satisfy customers emotional needs. Fist one is making the customers feel to be understood. This depends on the communication between the company and clients, like a good listener, it lets the customer feel nothing is hindering between their and the company. The second one is to feel welcome. They like to feel that you are happy to see them and that they are important to you. Welcome delivery the image about that the company is happy to see them to the customer. Then the customers need to feel to be important. Ensuring that every customer feels that they are attached importance. To feel important can increase the goods that are consumed by every customer, because they feel the company respects them. Finally, the company should supply a comfort environment to the customer, such as good decoration, a nice music, some soft seats to si t and cup of drinks. All of these images not only make the customers have a happy mood, but also give them a feeling of that the company can take care them properly. To be a great people is other point. For example, speak to people, smile, be friendly and helpful, call people by name, enjoy yourself, be genuine ,be considerate, be thoughtful, be willing and be generous. Sometimes, I do not want to buy something from shop, however, the staffs make me feel they are polite and have a beautiful smile. Therefore, I change my mind to buy something. The other point is listening and communication with your workers. A good leader who is always concerns their employees thinking. Workers to understand that their own well-being is affected by providing good customer service. For example, I had a part-time job before, which is selling the earrings and necklaces. In the first few weeks, my boss just told me try to sell them as much as you can, but she did not taught me how to do. Later, I told her I do not how to describe the feature about each style and she taught me how to say, at the end, I sold many products. Hence, the communication is quite important between the boss and work. Lastly, the enterprise attempts to reducing high product in order to reduce the loss in the business. The enterprise needs concern the household in the whole economy. Most of people cannot afford the high price. Therefore, for the firms might be lost some customers that affect the profit into the business. For instance, if I am going to buy a laptop, the first thing I see the price then its function. I think not too many people can afford high price whether it has high-tech. So, the company might be lost that kind of customer who really cares about the price. In conclusion, the keys of keep a high customer loyalty is to provide the service that could satisfy the customers wants, needs and use proper attitude. However, it is the most important to understand that to deliver the excellent service makes more profit to the business. 1.2. SWOT and PEST analyses of the business environment 1.2.1. SWOT Analysis SWOT analysis summarizes the key issues from an analysis of the business environment and the strategic capability of an organization. The main objectives of conducting SWOT analysis is to identify the extent to which the current strategy of an organization and its more specific strength and weaknesses are relevant to, and capable of, dealing with the changes taking place in the business environment. It also uses to assess whether there are opportunities to exploit further the unique resources or core competence of organization. SWOT stands for strengths, weaknesses, opportunities and threats. Strengths Strengths are internal characteristic that has the potential of improving the organizations competitive situation. Every organization has some strength. A strength could be: * A new product or service * New machinery or equipment. * Strong market share. * Strong financial. * Specialist Hardware and Software expertise. Weaknesses Weaknesses are an internal characteristics that leaves the organization potentially vulnerable to strategic moves by competitors. Every organization also has some weakness. A weakness could be: * Poor reputation. * Lack of marketing strategies. * Location of the business in respect of the market-place. * Poor after-sales service record. Opportunities Opportunities are an environment situation that offers significant prospects for improving an organizations situation relative to competitors. All organizations have some opportunities that they can gain from. These could range from diversification to sale of operations. An opportunity could be: * A new or developing market. * Possibility of purchasing an effective competitor. * Government grants offered for new market development. The possibility of cheaper raw materials. Threats Threats are an environment situation that offers significant prospects for undermining an organizations competitive situation. No organization is exceptional to threats. These could be internal, such as falling productivity. Or they could be external, such as lower priced international competition. A threat could be: * Competitors developing new products or services. * Extra competitors in the main market area. * High bargaining power of suppliers. * Taxation is introduced on the products or services 1.2.2. PEST Analysis A PEST analysis, as defined by David Lines et al is Political, Economical, Social and Technological analysis, a means of analysing the external factors that may present opportunities or threats to a business.'(David Lines et al, 2004:p212 ). It is also known as PESTEL analysis when Environmental and Legal factors are included. It is used to identify external factors which may affect a company. (http://www.marketing-intelligence.co.uk/help/QA/question24.htm) The political factors PEST looks at include government stability, taxation policy, foreign trade regulations and social welfare policies. Foreign trade regulations in particular are important for an organisation planning on opening up in a different country or trading with a different country as their laws may differ from those the organisation already employs. Economical factors include business cycles, interest rates, money supply, inflation, unemployment and disposable income. An organisation planning on breaking into a new market would be well advised to look at the economical factors that may affect their proposed business plans, such as market trends and consumer patterns. Sociocultural factors, such as population demographics, social mobility, lifestyle changes, consumerism and levels of education, should also be monitored closely, and example being the tobacco industry. With people becoming more health conscious and with social pressures on smokers growing in western countries the sales of tobacco have been adversely affected in this market. Anti smoking campaigns, restrictions on advertising and packaging and the banning of smoking in most public places, as well as heavy taxes and court cases, have led tobacco companies to concentrate their marketing efforts mainly on the developing world.(Gerry Johnson and Kevan Scholes, 2002) Technological factors include new discoveries, speed of technological transfer, government spending on research and rates of obsolescence. These are important factors to watch, especially for people in the hi-technology industry which changes constantly. For example in the mobile phones industry new models with bigger memory, new extras and applications and other technological advances have replaced the original mobile. A mobile phone is no longer just a mobile phone but a computer, diary, calendar, and in some cases office. With new models coming out almost every month it is important the mobile phone companies keep up with current trends to ensure their mobiles do not become obsolete. 1.3. Service/ Product quality In its broadest sense, quality is a degree of excellence: the extent to which something is fit for its purpose. In the narrow sense, product or service quality is defined as conformance with requirement, freedom from defects or contamination, or simply a degree of customer satisfaction. In quality management, quality is defined as the totality of characteristics of a product or service that bears on its ability to satisfy stated and implied needs. Quality is also rapidly embracing the nature or degree of impact an organisation has on its stakeholders, environment and society. Meeting requirements Specifications are an imprecise means of conveying subjective aspects not everything can be reduced to figures or measurable characteristics. For instance, the characteristics of friendliness or courtesy in a service industry are difficult to measure reliably and repeatedly. Therefore, conformance to requirements is not necessarily all there is to achieving quality. Quality is a result Quality is the result of a comparison between what was required and what was provided. It is judged not by the producer but by the receiver. The judgement can be made of an intention, as is the case when selecting suppliers, or an output, as is the case when purchasing a product or service. Customer satisfaction The only true measure of acceptable quality is customer satisfaction, which takes into account both objective and subjective interpretations of the needs and expectations of customers. If customers are satisfied with the products and services offered, the organisation has not only correctly interpreted customer needs and expectations but it is also providing products and services of acceptable quality. Changing customer perceptions Customer needs and expectations are constantly changing. Awareness of new technology, legislation, problems, competitor products or services creates new wants for customers. Wants turn into demands when these customers begin their next purchase. Therefore, it is vital for organisations to constantly improve quality so that satisfied customers are retained as well as created. Quality and value Value is not a price tag but a measure of the benefits derived from a product or service for what is given in return. A product may well meet physical and functional requirements but be overpriced when compared to others of the same class and grade. Alternatively, the same product may be on offer at another store for 50 per cent less, indicating exceedingly good value for money. In an effort to reduce costs, some organisations have forgotten that it is the quality of the complete transaction that counts. Getting product quality right while ignoring the human relationship between customer and supplier will not lead to satisfied customers. What quality is not? Quality is not perfection, a standard, a procedure, a measure or an adjective. No amount of inspection changes the quality of a product or service. Quality does not exist in isolation there has to be an entity, the quality of which is being discussed. Quality is not a specific characteristic of an entity but the extent to which that characteristic meets certain needs. The value of the characteristic is unimportant it is how its value compares with customer needs that signifies its quality. Why should an organisation be interested in quality? Every business exists not to make a profit, as many would have us believe, but to create and retain satisfied customers. A business would have no profits if it failed to create and retain satisfied customers. Providing products and services which meet customer needs and expectations creates satisfied customers. Anticipating future needs and expectations retains satisfied customers. Therefore, quality is vital to the survival of every enterprise. What does quality apply to? Every product, service, process, task, action, decision can either be acceptable or unacceptable. Hence, there is an intrinsic quality in everything that an organisation does. Everyone must pay attention to quality, from the chief executive to the shopfloor across all functions in an enterprise. It is as important for support staff to pay attention to quality as production staff. Who is responsible for quality? One can only be responsible for doing something relative to quality. Hence a person can be responsible for: specifying quality requirements achieving quality requirements determining the quality of something Assigning responsibility means giving a person the right to cause things to happen and with this right should be delegated the authority to control the processes which deliver the output the quality of which the person is responsible for. One manager cannot be made responsible for quality within an organisation unless that manager is the CEO. All a specialist manager such as a Quality Manager can do it is to enable others to achieve quality by providing encouragement, leadership, training, tools, techniques and performance data. However, it is important for someone in the business to give leadership and results on quality performance and this person needs special knowledge and skills. How can quality be achieved? Several methods have evolved to achieve, sustain and improve quality. They are known as quality control, quality improvement and quality assurance collectively known as quality management. Quality management is not the preserve of one manager but of all managers. Quality is achieved through a chain of processes, each of which has to be under control and subject to continual improvement. The chain starts with top management expressing a firm commitment to quality, then: establishing customer needs and expectations developing and maintaining a management system that will enable achievement of customer needs and expectations reliably, repeatedly and economically designing products and services with features which reflect customer needs building products and services so as to reproduce faithfully the design verifying before delivery that products and services possess the features required preventing the supply of products and services which possess features which dissatisfy customers discovering and eliminating undesirable features in products and services finding less expensive solutions to customer needs making operations more efficient and effective discovering what will delight customers and providing it most importantly, honouring commitments A variety of standards, philosophies, methodologies, tools, techniques and measures have been developed to help organisations meet these goals: management systems ISO 9000, ISO 14000, BS 8800, BS 7799 philosophies total quality management methodologies business process management, continual improvement tools and techniques process charts, failure mode and effects analysis, statistical process control, quality function deployment measures quality awards, best value, ISO 9000 and Investors in People All rights are reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording and/or otherwise without the prior written permission of the publishers. This publication may not be lent, re-sold, hired out or otherwise disposed of by way of trade in any form, binding or cover other than that in which it is published without the prior consent of the publishers. 3. Literature review on customer satisfaction 3.1. What is customer satisfaction? Customer satisfaction is the provision of goods or services which fulfil the customers expectations in terms of quality and service, in relation to price paid. Customer satisfaction can help the businesses achieve a sustainable competitive advantage. It is about understanding the way a customer feels after purchasing a product or service and, in particular, whether or not that product or service met the customers expectations. Customers primarily form their expectations through past purchasing experiences, word-of-mouth from family, friends and colleagues and information delivered through marketing activities, such as advertising or public relations. If the customers expectation is not met, they will be dissatisfied and it is very likely they will tell others about their experience. Why customer satisfaction is important? The organisations should not underestimate the value of customer satisfaction. It is becoming an important area of competition. A high level of satisfaction can deliver many benefits, including: -Loyalty: a highly satisfied customer is a loyal customer. -Repeat purchase: a highly satisfied customer buys more products. -Referrals: a highly satisfied customer tells their family and friends about the product or service. -Retention: a highly satisfied customer is less likely to switch brands. -Reduced costs: a highly satisfied customer costs less to serve than a new customer. -Premium prices: a highly satisfied customer is willing to pay more for the product or service. Not happy Jan Monitoring customer satisfaction is important because we are much more likely to tell our friends and family about a bad experience with a product or service than a good experience. The introduction of blogs and websites such as www.notgoodenough.com.au has provided customers with an excellent platform to spread the bad word about a product or service to thousands of people. And theres always the threat of negative publicity generated from current affairs programs or other media outlets. Dont learn the lesson about customer satisfaction the hard way! Customer satisfaction research Satisfaction surveys are an important method for collecting information about how the customers think and feel about the organisations brand, product or service. A satisfaction survey can help the organisations to understand the expectations of their customers, determine whether the customers believe they are meeting those expectations, identify new customer requirements or trends in the market and determine what areas of the organisations business need investment. A good customer satisfaction survey will also help the organisations to understand the causes of dissatisfaction among their customers. Once the organisations have identified these issues, they will be able to implement new practices to improve customer satisfaction. Many businesses systematically measure customer satisfaction through independent surveys, feedback forms, mystery shopping and focus groups. Some third party surveys also compare the customer satisfaction of major competitors, which allows companies to benchmark themselves in their relevant sector. Measuring customer satisfaction doesnt have to be expensive. It can be as simple as preparing a short feedback form or conducting a brief telephone interview that asks the customer to rate the product or service on a number of criteria. Indicators of customer satisfaction An important indicator of customer satisfaction is the customer retention rate. To calculate the customer retention rate, the organisations will need to capture data about the total number of customers and the number of customers switching brands. If they track this information ove