Research Strategy of Service Quality Assessment

Research Strategy of Service Quality Assessment Methodology: For this study survey, strategy will be used in order to collect data. Survey researchers are quite distinct from the general surveys conducted for different purposes, including marketing survey. According to Tanur(1982) surveys are generally meant of collecting data related to characteristics, actions, or opinions of a large group of people, referred to as a population. The surveys conducted for research purposes are focused on advancement of knowledge within a specific domain. Research survey data can be collected through different methods, including interviews, questionnaires and observations. In terms of questionnaires, the data can be collected either through open-ended questions in which participants need to provide details answer or closed questions in which participants need to provide select single or multiple answers from the choice of answers. According to Groves et al. (2013) survey data will be biased if the process of the survey is not properly followed, which includes designing, writing, collecting and analysing sub-processes. Figure 1 presents the typical data collection process as describe by Groves et al.(2013)   Ã‚   Figure 1: A survey from process prospective (Groves et. al. 2013,pp.149) For the research survey, strategy will be used and data will be collected through set of questionnaires which respondent will be able to complete themselves. The reason for using questioner as data collection method was because, firstly, this research is using survey strategy and according to Saunders et al. (2012) questioner is one of the most widely used data collection methods within survey strategy. Secondly, since this research will be providing the closed answers which will be used for quantitative data analysis, therefore, questionnaire data collection method is more suited for this research. In terms of sampling, since its pilot data collection and research is focused on general consumer perception about the service delivery and expected quality evaluated through the prism of culture, therefore, as describe by Saunders et al. (2012) probability based sampling technique will be used to identify a group from population for data collection. For quality of data, research has applied stratified random sampling by using the one attribute that has the basic level of experience in terms of service delivery from the population. The validity or according to Saunders et al. (2012) content validity, questions in a survey provide adequate representation for research questions. As describe by Saunders et al. (2012) validity of the content can be evaluated through literature review, which has been provided for this research. For the reliability and consistency in response to the questionnaire, the research is confined to only closed questions with multiple-choice single selection answe rs, and questions are all design using simple language. The questions on the survey are design based upon the research questions, and all the questions in the survey are closed question that is multiple-choice single selection in order to collect consistent data. The order and flow of the questions are carefully design to avoid confusion and misinterpretation. Similarly, in order to avoid blank or missed questions the questions are presented on the same page, Please see the Appendix for actual questionnaire in the survey. Although the research is evaluating the research question using qualitative research methodology, but the data collected through a survey is processed by quantitative data analysis. The data collected through a survey is considered to numerical data, and exploratory data analysis(EDA) approach will be used to process it. According to Saunders et al. (2012) EDA approach for data analysis emphasis on using diagrams and tables for understanding and exploring data. Sin ce this is pilot research, therefore, as describe by Saunders et al. (2012) EDA approach is useful for initially stages of the research. Research instrument and data collection: The survey is divided into two sections first section contains demographic questions two get more understandings about the respondent and their classification. The second section contains the statement about the service encounter which participants had to rate using 7-points Likert scale starting from 1 (strongly disagree) to 7 (strongly agree). Before attempting to rate the statements participants were asked to think of the service they have received from the industries like banks, retail, etc. and use the experience to rate the statements. The survey is conducted electronically by creating the questionnaire on a free online survey conducting website which provides functionality to share a link to the survey. The link to the survey is shared through email and also via different electronic forums, The data collected through the survey is analysed and evaluated after downloading it from the website. Sample data comprised of two sources that is the student of universities and colleges. A total of hundred responses was received out of several hundred survey requests. As the research aims to analyse the effect of culture on customer perception of service, therefore, the sampling framework was clustered into two major group based on their ethnicity that is white and non-white. Population targeted for this research was local consumers living in UK and had received service from industries like banks, retail, etc. in last few months. Participants from the sample are chosen using researchers own intuition and chosen with purpose. (Tellstrom et al., 2006). In order to further evaluate participant demographic information like age and education has also been collected. Measurement: In order to measure a perception of service quality and evolution process, in this SERVQUAL scale will be used, which was developed by Parasuraman et al. (1991). SERQUAL provides 22-items scale, spanning five dimensions (tangibles, reliability, responsiveness, assurance, and empathy), of service quality expectations and, which has been evaluated and validated in numerous studies (Donthu and Yoo, 1998). Although researchers have identified some shortcoming in using SERVQUAL, but the model is most widely referenced and practiced among various industries. The questionnaires in this study were design to capture the customer perceptions of service quality based on five quality dimension of SERVQUAL. For gauging the culture of the survey participant, the study will use the Hofstedes framework of cultural dimensions. Several scholars have proposed alternative frameworks to conceptualize and operational culture to overcome the shortcoming of Hofstedes framework. However, Hofstedes framework is still the most widely used cultural framework in different fields of study, including psychology, sociology, marketing, or management (Soares et al., 2007). The research has used the approach of grouping the participant according to their individual scores on Hofstedes cultural dimension scale resulting in better understanding the role of culture in shaping service perception (Guesalaga et al ., 2016). The survey has been conducted within UK, and participants predominantly belong to western culture but some of the participant involved has a different culture which can give better understand of cultural effect on service quality perception. References Guesalaga, R.; Pierce, M. and Scaraboto, D. (2016), Cultural influences on expectations and evaluations of service quality in emerging markets, International Marketing Review, 33(1), pp. 88-111 Parasuraman, A.; Berry, L. and Zeithaml, V.A. (1991), Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, .67(4), pp. 420-450. Saunders, M., Lewis, P. and Thornhill, A. (2012) Research methods for business students. 6th edn. Harlow: Pearson. Tanur, J.M.(1982) Advances in methods for large-scale surveys and experiments, in R. Mcadams, N.J. Smelser, D.J. Treiman (eds.), Behavioral and Social Science Research: A National Resource, Part II. Washington, D.C.: National Academy Press. Groves,R. M., Fowler, F.J., Couper, M.P. Jr., Lepkowski, J. M., Singer, E. and Tourangeau, R. (2013), Survey Methodology, First Edition,John Wiley Sons Donthu, N. and Yoo, B. (1998),Cultural Influences on Service Quality Expectations, Journal of Service Research,1(2), pp.178-186 Soares, A. M.; Farhangmehr, M. and Shoham, A. (2007), Hofstedes dimensions of culture in international marketing studies, Journal of Business Research, 60, pp. 277 284

Jonsons Volpone :: Jonson Volpone

Homosexual Overtones in Volpone During the Renaissance, women did not participate in the theatre; hence, men, dressed in drag, played women's roles. This particular characteristic of Renaissance drama adds many dimensions, erotic and social, to the spectacle on the stage. However, "The primary difficulty in surveying this landscape results from the strong indications that early modern eroticism was fundamentally different from that today. Consequently, the challenge deciphering what may be radically different cultural codes for the Rena issance is formidable" (Zimmerman 7). The interactions between cross-dressed boy actors and the adult male actors, by today's standards, would be considered homo-erotic. In Ben Johnson's Volpone, the role of Celia, the main female character, would have be en played by a cross-dressed boy; hence, many inferences about Renaissance eroticism may be made by exploring the element of cross-dressing and how it transforms the action on stage and the audience's perception. Celia (played by a cross-dressed boy) interacts with men throughout the play. The scene in which Volpone attempts to rape Celia could be construed as extremely homo-erotic. Volpone desires Celia, yet she refuses to succumb to his advances; thus he trie s to force himself upon her. Bonario is Celia's true love interest, which also has homosexual overtones. The sexual and intimate interactions between Celia and the male characters creates an interesting dynamic. For instance, "When an actor in a male role did not need to impersonate adult-ness, his interaction with a cross-dressed actor, particularly a cross-dressed boy, change. Presumably, the adult actor, by virtue of age, voice, physical appearance and interpretive range, lent credence to the (usually) heterosexual valences of cross-dressing within that fiction. The dual lens on the dramatic action that the adult male actor provided was in all likelihood angled most directly at adult male spectators" (Zimmerman 46). The actors are i nteracting like hete rosexuals of the opposite sex, however, the fact that it is really two males blurs the lines of what the audience was actually seeing and enjoying. Celia was obviously made to be attractive to the male spectators, because she is the main female love interest in the play. The male spectators may be attracted to what aesthetically appears to be a woman, or they may be attracted to an androgynous, cr oss-dressed boy. Hence, Celia's appeal is twofold.

Personal Identity †Philosophy Essay

It is easy to see oneself as the same person we were ten, twenty, or fifty years ago. We can define identity through our physical presence, life experiences, memories, and mental awareness of self. One can testify our persistence as a person through our existence as a person. But what makes us the same person? In this paper, I will argue for the â€Å"simple† view of the persistence of identity – that it is impossible to determine what single thing that makes us the same person over time. I will support my claim with the refutation of the main complex view claims of the body, brain and psychological continuity criterion. Entrenched in the â€Å"simple† view is the idea that personal identity, and the persistence of personal identity, cannot be measured through philosophical discourse or scientific investigation. There are a number of opposing arguments, known as complex theories of personal identity. In each of these arguments, the central claim is that either the body, the brain, or the psychological continuity of an individual determines how they persist as the same person (Garrett, 1998, p 52). To call them complex is a misnomer – for each is far too narrow to properly define and explain personal identity. Complex argument 1– Psychological continuity John Locke defines a person as a ‘thinking, intelligent being, that has reason and reflection and can consider itself as itself, the same thinking thing, in different times and places’ (Locke, 1689, p 1-6). This statement suggests that, in order to persist as the same person, we must have a mental consciousness which persists through time. We can say that a person is psychologically continuous if they have a mental state that is descendent from their previous mental states. For example, this theory states that a five-year-old will be the same person when they are a 25-year-old, because their mental state in later years is descendent from their earlier years. Counter argument By its very nature, the idea of psychological continuity is flawed. It is not uncommon for an individual’s mental state to be changed so drastically that they could not truly be considered the same person. Several examples have been made by Waller: sufferers of cognitive impairments such as dementia, people who have gone through stressful or traumatic situations, and war eterans that are affected by post-traumatic stress disorder (Waller, 2011, p 198-210). In any of these cases, it would be difficult to argue that the individual has a continuous mental state – more accurate would be to describe them as a â€Å"snap† or â€Å"break† that, effectively, creates a new person. The only conclusion is that these individuals do not persist, as their psychological states become radically different from their previous psychological states. Complex argument 2 – Persistence of the body Another expression of the complex view is the body criterion. Put simply, a person is said to persist if they exist in the same physical body over time. In this case, the previously mentioned dementia or PTSD sufferers would be considered the same people, as their physical body has continued. The theory suggests a â€Å"brute physical relation† between body and identity (Korfmacher, 2006). Without regard for mental state, an individual is considered to have a persistent personal identity as long as their body survives. Counter argument This theory lends itself easily to thought experiments, and they quickly expose some problems. If individual A receives an organ donation from individual B, can it be said that individual A has taken some of B’s identity? Surely not. It would be absurd to suggest that having the kidney or liver of another person would affect one’s persistence as an individual. Similarly, if individual C had their body cloned, it would not make their clone the same person. There is much more to personal identity than can be defined by something so comparatively insignificant as the physical body. Complex argument 3 – Persistence of the brain The brain is the functional centre of the human body; the place where memories are stored, feelings are felt, and environmental signals are processed. It is unsurprising, therefore, that the brain is so often considered to be the â€Å"home† of personal identity. This theory is a staple of many science fiction texts – as a convention, the cognizant â€Å"brain in a jar† or brain transplant recipient is fairly common. Proponents of this â€Å"we are our brains† theory claim that, so long as the brain persists, so does the person. Counter argument This theory seems to refer to consciousness rather than the physicality of the brain, so it is important to make a clarification between the two. Julian Baggini suggests that we should view the relationship between consciousness and identity similarly to the relationship between a musical score and the paper it is written on (Baggini, 2005, pp. 112-114). In other words, the brain is simply a storage space for our memories, thoughts, and self-awareness. Should it not, therefore, be so that an individual could simply persist as a brain in a jar, provided they could be sustained in that state? If the entirety of personal identity is stored in the brain, there must be no need for the rest of the body beyond keeping the brain alive. Such a theory could not possibly be true – life experiences and interactions with the world are such an intrinsic part of identity that we could not persist without them. The theory that consciousness plays a significant role in the persistence of personal identity is appealing, but it can not be said that the brain alone could sustain consciousness. Conclusion  To call the simple view of the persistence of personal identity â€Å"simple† is almost deceptive; deep consideration on the subject quickly turns towards the complex. It is easy to grasp at the categories of body, brain, and mental state, but it would be wrong to say that the persistence of any of those equates to the persistence of an individual. Personal identity is something so much harder to define, and it is harder still to find definitive measures of its continuation. Personal identity is evasive, and fleeting; it is intangible, ever-changing. Its persistence is so much more than can be determined.

Mixing up lay and lie

Mixing up lay and lie Mixing up lay and lie Mixing up lay and lie By Maeve Maddox A reader writes: I have problems with lying and laying. Â  Is there an easy way to make sure I am using the right one? The distinction is easy enough, but this particular usage is on the endangered list and may not survive into the next generation of English speakers. Knowing the difference between lying and laying requires the speaker to recognize the difference between transitive and intransitive verbs. Verbs that describe actions are either transitive or intransitive. A transitive verb takes a direct object. The Latin prefix trans- means across. The action of the transitive verb carries across to a direct object. This direct object receives the action of the verb. Ex. The man drives a truck. The verb is drive. To determine whether the verb has a direct object, one asks drives what? In this example, there is an answer: drives a truck. The verb drives in this sentence is transitive. Something, truck, receives the action. Some verbs are always transitive. Some are always intransitive. Many, like drive, may be either transitive or intransitive. Ex. Every Sunday the family drives in the countryside. If we apply the question drives what? to this sentence, we do not get an answer. Nothing in the sentence receives the action. There is no direct object so in this sentence drive is an intransitive verb. The action remains with the verb. (The phrase in the countryside tells where the family drives.) The common confusion between the verbs lie and lay is understandable because the form lay exists in the conjugations of both verbs: to lie intransitive verb meaning to recline; to rest horizontally Present: Today I lie on the bed. Past: Yesterday I lay on the bed. Present Perfect: I have lain on the bed all day. Present Continuous: I am lying on the bed. to lay transitive verb meaning to place; to put Present: Today I lay the book on the table. Past: Yesterday I laid the book on the table. Present Perfect: I have laid the book on the table. Present Continuous: I am laying the book on the table. Here are a few more illustrations of correct usage: Lie down, Fido! The accident victim lay in the street. The spectators lay back in their seats to look at the sky. Today its your turn to lay the table. I laid the table yesterday. English has two other verbs that may confuse the issue further: to lie to tell a falsehood generally intransitive: Present: Today I lie about my age. Past: Yesterday I lied about my age. Present Perfect: I have lied about my age. Present Continuous: I am lying about my age. to lay to produce an egg may be transitive or intransitive Present The hens lay eggs. (transitive) The hens lay well. (intransitive) Past The hen laid three eggs. (transitive) Present Perfect: The hen has laid an egg every day this week. (transitive) Present Continuous: The hens are laying well this year. (intransitive) Both forms of lay derive from an Old English verb meaning to place on the ground or put down. The two lie verbs come from two different Old English verbs, one meaning to speak falsely, and the other meaning to rest horizontally. This is not our first post on lay/lie and probably wont be the last. See this one from July 2007. Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Grammar category, check our popular posts, or choose a related post below:Has vs. HadExcited ABOUT, not "for" 50 Words with Alternative Spellings

Free Essays on Why Compare Political Systems

Why we compare Political Systems Comparative politics can be defined as examining political realities in countries all over the world. It looks at the many ways governments operate and the ways people behave in political life. To say that comparing political systems is a waste of time and that we cannot learn anything from this process is a false statement. There are many things that can be learned by studying and comparing political systems, such as how governments are structured and how they function, the process through which governments interact with their populations in pursing community goals, how political leaders and the population behave in politics, and how political leaders and the public think about and feel about politics and how their feelings affect their behavior.1 By studying and comparing these different aspects of different political systems, we are able to learn more about the system in which we live, we can also determine which systems are successful and which systems are not. Throughout time there has always been diversity in political systems across the world.1 Different political systems and governments are two of the many things that make this world a very interesting place to live. In order to better understand how the system in which you live works, you first have to understand were that particular system comes from and how it came about. For example, there is know way to fully understand the political system of the United States without first knowing were the first settlers came from, their reason for coming, and what they did when they came. If people would take time to understand and compare different political systems to their own, the issue of foreign policy, and one group understanding and respecting another would not be as big of an issue as it is today. In order to fully understand democracy you have to do more than just concentrate of the American version of democracy. Democracies o... Free Essays on Why Compare Political Systems Free Essays on Why Compare Political Systems Why we compare Political Systems Comparative politics can be defined as examining political realities in countries all over the world. It looks at the many ways governments operate and the ways people behave in political life. To say that comparing political systems is a waste of time and that we cannot learn anything from this process is a false statement. There are many things that can be learned by studying and comparing political systems, such as how governments are structured and how they function, the process through which governments interact with their populations in pursing community goals, how political leaders and the population behave in politics, and how political leaders and the public think about and feel about politics and how their feelings affect their behavior.1 By studying and comparing these different aspects of different political systems, we are able to learn more about the system in which we live, we can also determine which systems are successful and which systems are not. Throughout time there has always been diversity in political systems across the world.1 Different political systems and governments are two of the many things that make this world a very interesting place to live. In order to better understand how the system in which you live works, you first have to understand were that particular system comes from and how it came about. For example, there is know way to fully understand the political system of the United States without first knowing were the first settlers came from, their reason for coming, and what they did when they came. If people would take time to understand and compare different political systems to their own, the issue of foreign policy, and one group understanding and respecting another would not be as big of an issue as it is today. In order to fully understand democracy you have to do more than just concentrate of the American version of democracy. Democracies o...

Free Essays on The Role Of Commanders In Margaret Atwood’s Novel, The Handmaid’s Tale

In Margaret Atwood’s novel, The Handmaid’s Tale, it is interesting to observe the role in society that the commander’s are given which is to work and impregnate handmaids. Although handmaids are very bluntly â€Å"used† for one purpose (having children), commanders have the â€Å"duty† to make them pregnant, which is possibly an equally disrespectable purpose. Since many of the commanders are older men, it’s probably harder for them to impregnate the handmaids. There is also proof they have long, hard work days, as Atwood puts it, â€Å"He works long hours. He has a lot of responsibilities.† (Atwood, 90). Atwood goes as far as showing sympathy to the commander and his role in society, and how in a sense he is mocked by handmaids. â€Å"To be a man, watched by women. It must be entirely strange-To have them sizing him up.† (Atwood, 87). Atwood makes us sympathize with the elderly man and his possible embarrassment of not being able to impregnate a handmaid and be the forbidden word-sterile. Although the commander has much power, he leads a life less desirable as Atwood says, â€Å"Still, it must be hell to be a man like that.† (Atwood, 88). This novel is interesting altogether, but the role Atwood gave to the commanders is that of sweet and sour, which may possibly even out the treatment of women in the novel (they are used, and thought of as the less intelligible sex), and I found it very interesting.... Free Essays on The Role Of Commanders In Margaret Atwood’s Novel, The Handmaid’s Tale Free Essays on The Role Of Commanders In Margaret Atwood’s Novel, The Handmaid’s Tale In Margaret Atwood’s novel, The Handmaid’s Tale, it is interesting to observe the role in society that the commander’s are given which is to work and impregnate handmaids. Although handmaids are very bluntly â€Å"used† for one purpose (having children), commanders have the â€Å"duty† to make them pregnant, which is possibly an equally disrespectable purpose. Since many of the commanders are older men, it’s probably harder for them to impregnate the handmaids. There is also proof they have long, hard work days, as Atwood puts it, â€Å"He works long hours. He has a lot of responsibilities.† (Atwood, 90). Atwood goes as far as showing sympathy to the commander and his role in society, and how in a sense he is mocked by handmaids. â€Å"To be a man, watched by women. It must be entirely strange-To have them sizing him up.† (Atwood, 87). Atwood makes us sympathize with the elderly man and his possible embarrassment of not being able to impregnate a handmaid and be the forbidden word-sterile. Although the commander has much power, he leads a life less desirable as Atwood says, â€Å"Still, it must be hell to be a man like that.† (Atwood, 88). This novel is interesting altogether, but the role Atwood gave to the commanders is that of sweet and sour, which may possibly even out the treatment of women in the novel (they are used, and thought of as the less intelligible sex), and I found it very interesting....

Legal and finance Assignment Example | Topics and Well Written Essays - 1000 words

Legal and finance - Assignment Example ed with a minimum economic wage and the number of the hours worked in the day should be compensated in the form of overtime if it surpasses the standard working hours. The government sets the minimum wage, and any private or public sector must conform to it. Payment of extra hours worked should be more than the usual working rate. These legislations are provided for by the fair labor standards act administered by the wage and hour division department in the federal system. Workers are also entitled to safety working conditions at workplaces. This law is provided for by the fed under occupational and safety health Act (OSHA). The employees should only work with a free harmful environment, and the organization should take responsibility whenever a person is injured in the cause of duty. The department monitors this by inspections of various firms and ensures that all employees are safe. The federal act also provides for family and medical leave which is unpaid. Hence, employees can always attend to cases of serious health, allow women to give birth and take care of the young ones and any other family responsibility that may befall them. Any organization that does not comply with these laws and denies employee their accessibility is subject to prosecution in a court of justice. Ways on how the salary is arrived at or determined. It should be based on duties, experience, educational investment of the employee and any other relevant factor that may require compensation. This factor prevents exploitation of the employee. However, the compensation of workers must be of market wage rate and employees should be contented with it. Since the organization is trading in a competitive market, demanding of high salaries and more benefits would do a great harm and the employee’s jobs will not be protected (Vargas & Noruzi,2011).. The organization will experience a high costs in operations that may force the firm to lay off workers, or the company may quit operations since