A Memorable Childhood Event - Free Essay Example

Sample details Pages: 3 Words: 999 Downloads: 2 Date added: 2019/03/13 Category Sociology Essay Level High school Tags: Childhood Essay Did you like this example? Most of my childhood could be described as memorable. My mom and dad were excellent parents and were very involved in my life. My most memorable childhood experience most definitely has to be winning my first golf tournament. My dad spent countless hours on the practice range and green with me, playing with me and preparing me for competition at the next level. Without his constant support and energy for helping me become better I wouldnt have won any tournaments. For many years i spent my summers and after school at the golf course. i would spend hours upon hours on the driving range pounding golf balls trying to perfect my golf swing. During the summer months my dad would take me to the course early in the morning on his way to work, then in the evenings he would show back up and we would fine tune the things that went wrong during my playing that day. After the range we would go to the putting green and work on my chipping and putting. One of my dads favorite sayings was You drive for show and you putt for dough! I was very competitive and kept coming up short in tournaments, but my dad was convinced that with work id win, Practice makes perfects, as he loved saying to me. There no telling how many hours I spent practicing or how many golf balls we hit to achieve that first victory. Don’t waste time! Our writers will create an original "A Memorable Childhood Event" essay for you Create order My dad was a scratch golfer for a long time. A scratch golfer means you play the course at whatever par, which is different from course to course. We used to play almost every weekend and i would always come up short beating him. Usually not by much and if it was close he would get into my head and talk into hitting a bad shot and messing up on the last hole. Muleshoe Country Cub last hole was a par 3 which played 140 yards with a tee shot that was over water the whole way. It was by far the hardest hole at the course and was always my enemy when the game was close between me and my dad. On this particular day, it was very cold and into the wind. I was beating my dad by one shot going into the finishing hole. I remember or conversation to the tee as clear today as that day. He kept saying, Its along way over that water son, dont get wet. Needless to say, I hit my first ball in the water as i normally did when the pressure was on and my dad hit his ball on the green. Knowing that the game was on the line, i tee the next ball up and having a one stroke lead i basically need to hole this shot. I hit the prettiest shot that day, and when i hit it i knew it was close. I holed it! On the way to the green my dad couldnt believe that the shot went in until we get to the green and I remove the ball from the hole. I had finally beaten my dad in a round of golf and while I didnt realize it at the time it was the one event that propelled me to winning my first golf tournament. Every experience Ive talked about lead up to me becoming capable of winning my first golf tournament. Just a few months have passed by since the victory over my dad. Im a sophomore in high school and had made a name for myself a competitor on the golf team but couldnt seem to get a outright win. We play three golf tournaments in district and the lowest team total and the three lowest individual totals go on to regionals. After two events my team was in first place and i was in fifth place individually. Its March in west Texas, maybe fifty degrees and the wind is blowing twenty to thirty miles a hours. Miserable conditions to play a golf tournament in. Before we start, my dad tells me to concentrate on hitting the fairways and the greens because its a hard day to score low and par will win. For me to say that day was magical for me would be a understatement, for the first time in my life i was in total control of the golf ball and my emotions. I shot 36 on the front nine, which was one over par. At the time I didnt realize how good of a front nine that was and that was a good thing. The magic continues and i shoot a 37 on the back nine. Thats a total of 73 for the round. As the tournament officials are postings the days scores form all the players i start to realize the significance of the round of golf i had just posted and that there was a possibility i might win this tournament and qualify for regionals individually too. The closest score to mine was a 81, and a 8 shot difference. I had just won my first tournament and qualified first in district and was on my way to regionals not just with the team but individually too. All the hard work, sweat and tears had finally pain off not just for me, but for my dad also. I worked extremely hard through out my childhood and teens to be the best golfer i could be. It took years of dedication and practice and many failures in tournaments for me to finally achieve my first victory.It was all worth it. My happiest childhood memories are with my dad at the golf course either practicing or playing a round of golf. Without my fathers love and support i dont think i could have ever won a tournament or even been competitive. All the hours we spent together practicing, playing he molded me into a winner and I am forever great full that he was willing to share it with me.

Status of Elderly People in Nepal - 7837 Words

duangjai@ FOR PARTICIPANTS ONLY ESID/HLM-MIPAA/6 9 October 2007 ENGLISH ONLY ECONOMIC AND SOCIAL COMMISSION FOR ASIA AND THE PACIFIC High-level Meeting on the Regional Review of the Madrid International Plan of Action on Ageing (MIPAA) 9-11 October 2007 Macao, China Elderly People in Nepal What happened after MIPPA, 2002? * Nepal Participatory Action Network * This paper was prepared by Mr. Bhola Prasad Dahal, Immediate Past Chairperson/Executive Committee Member, Nepal Participatory Action Network, Nepal, for the High-level Meeting on the Regional Review of the Madrid International Plan of Action on Ageing (MIPAA), 9-11 October 2007, Macao, China. The views expressed do not necessary reflect those of the United Nations. The paper†¦show more content†¦The population of Nepal is considered young as 39 percent of its total population is under 15 years of age and only 4.20 percent are above 65 years of age. However the elderly population in Nepal is growing steadily @ 3.39% per year. 2.0 2.1 Population of elderly people and their social status Increment of elderly population In Nepal, the older population is increasing both in terms of absolute numbers and as a proportion of the total population; however, traditional family norms and values of supporting the elderly are eroding. Individuals over 60 years of age are considered elderly. There were 1.6 million elderly inhabitants which constitutes 7.46% of the total population in 2001 which will be double by 2017 6 . Fertility, mortality and life expectancy are all closely related. Control over unplanned pregnancies and early mortality has led to a greater likelihood that new lives will live longer and thrive. A continuous decrease in the infant mortality rate has led to an increase in the stated life expectancy. Consequently, life expectancy in Nepal has increased from approximately 27 years in 1951 to 60 years in 2001 which means a Nepalese baby born at the turn of 21st century has a life-expectancy of more than 30 years greater than oneShow MoreRelatedUnity : The Message And Diversity Is The Messenger111 1 Words   |  5 Pagesdimensions of race, ethnicity, gender, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or other ideologies which clearly signifiesUnity in Diversity. Introduction: Diversity means understanding that each individual is unique, and recognizing our individual differences. It signifies the dimensions of race, ethnicity, gender, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or otherRead MoreSocial Media And Its Impact On School And College Students881 Words   |  4 Pagesinseparable part of our daily life. It has become a modem of communication. 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Short Talks Free Essays

2/20/13 English 1102 Introduction I start off with a couple of stereotypes I recently heard or saw people discussing and give my feelings/opinions on why I feel people say things like that. Next is my feelings toward SSU, it’s a mixed feeling really a love and hate relationship. I end my short talks with my first, and definitely not my last, fight I had; that occurred in kindergarten. We will write a custom essay sample on Short Talks or any similar topic only for you Order Now All I can say about that is never and I mean NEVER touch my crayons! On Stereotypes- â€Å"All black people like chicken,† is one of the most commonly known stereotypes but recently I ran into some really interesting stereotypes; like all black people have gaps, if your black your house has roaches, black people were more helpful to America as slaves, all black people are ugly when they’re babies, and black girls put weave in their hair because they don’t have any. When I hear people talk like this all I can do is laugh at the ignorance, you have to be on a whole other level of stupid to even think like that and then to let that stupidity slip out of your mouth. People let statements like that get to them and get them all roweled up over it but, you have to sit back sometimes and think about where they get their point of view on African Americans people from. I find that a lot of it comes from the older generations in their family where the racism is still alive and brewing, and once again I laugh because it is 2013 and if you still feel African Americans should be slaves and they’re ignorant monkeys then go ahead and do you. As far as those other statements though I have a gap I know plenty of â€Å"black people† who don’t, my house doesn’t have roaches and never will, I wouldn’t be a good slave because I’m way too strong willed and I only work for pay, I was a beautiful baby, and plenty of African American girls have long beautiful hair. On Savannah State- â€Å"You are so rachet with your power outs, slow wifi, bad cable connection, rude faculty and staff, and rising tuition that’s mostly going to athletic fees for teams that aren’t even good. † -Anonymous I love my SSU but I hate it too, it has so much potential to be a great school but there has to be some major changes first. The first thing that the people over the school should take a good look into is the way a lot of their staff members act towards current and future students; some of them are rude and nasty every day to everybody. Next, they should move to the â€Å"problem professors†, which are the ones who the students complain the most about, they have the highest rate of students dropping out, and they have the highest failure rate. Lastly, would be what they use the budget for the school on I feel some of the funding for certain things could be used for more important things that the school needs, like a full time doctor for example. On Self-Respect- â€Å"How can you expect anybody to respect you if you’re half naked on Facebook for likes? † Girls are always crying on Facebook, twitter, instagram, and other social sites about how they want a â€Å"real man† but yet they have all of these lewd, distasteful pictures up for the whole internet to see. On top of that they get mad when they get a bunch of sexual comments and messages, it’s kind of baffling because what else would they expect to get if that’s how they present themselves. On the struggle- It’s hard being in college with no form of income coming in, eating ramen noodles every night, and borrowing paper from other students in class. Being broke makes your refund check, no matter how big or small, look like a little slice of heaven. Refund check time is when all of the ballers come out, when the mall is packed with college students going on a spending spree for themselves and for the homies who don’t get a refund, and when all the parties you go to have a bunch of alcohol and weed; but a month later it’s back to the struggle. The month after refund is when people go back to begging for things, back to one or two bottles of liquor at the party, and back to those stupid ramen noodles. On my first fight- I remember when I was a little, sweet, loving, only child living in Yonkers, NY. I got everything I wanted and I never had to share anything, unless I wanted to and I was always kind enough to do it anyway. My mother came home one day with these new glitter crayons for me, since I loved to draw and color; and I loved them. I brought them to school the next day to show my best friend and we colored with them during breakfast, before class. One of the older students saw us and came over, she took all of my friends crayons and pushed her out of her seat and proceeded to reach for mine. I grabbed my things, backed away and told her she couldn’t have my crayons. I saw a little bit of rage in her eyes as her friends laughed at her for not being able to take a kindergartener’s crayons; so she pushed me and went to take my things. I wanted to sit there and cry like my friend was doing but instead I got mad, I got real mad just thinking about the fact my mother just bought me some new â€Å"special† glitter crayons and some hood rat with no manners was going to have them for free wasn’t sitting right with me. I got up and punched her in the face and I could tell by the look in her eyes that it hurt, so I punched her again and again and again; I even started to scratch at her face. Her friends who were at first laughing saw how serious I was about those crayons and went to get the school’s officer, who eventually stopped me. I didn’t get in trouble that day but I got a newly found confidence that would lead me into trouble with anyone willing to cross the wrong path with me. How to cite Short Talks, Essay examples

Divine Justice vs. Human Nature free essay sample

Takes a look at how Dante and Boccaccio make opposing arguments on the issue of divine justice versus human nature. This paper demonstrates Dantes and Boccaccios opposing views concerning whether the importance of Gods divine justice outweighs the innate human qualities present in all peoples. Using the example of how each portrays members of the clergy in their works, Dantes preference of divine justice emerges, as does Boccaccios preference of human nature. Dante and Boccaccio disagree on the issue of divine justice versus human nature. In The Divine Comedy: Inferno, Dante employs Fortune to prove the importance of divine justice. As a creation of God, Fortune operates strictly within the will of God, enhancing Dantes depiction of Gods omnipotence. Dante also illustrates the importance of Gods divine justice through the various people the pilgrim meets in the circles of the Inferno, specifically members of the clergy. We will write a custom essay sample on Divine Justice vs. Human Nature or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page In sentencing these men to hell, Dante demonstrates the fair and impartial manner in which God judges all people. He points out that God does not favor the clergymen because of their church titles, but judges all people according to the same moral and religious standards. Boccaccio, on the other hand, utilizes the same constructions in The Decameron, but uses them to contradict the previously accepted philosophies set forth in the Inferno. Boccaccio presents Fortune as Gods enemy, a power that provides earth with more than it needs.

Influence of Class Size free essay sample

Education has a significant role in part of development of a country. If a country is developed from military, cultural, political and other parts, so it is because of high level of education on that country. Countries that have low and weak level of education they still live in traditional societies. For instance, Afghanistan currently doesn’t have a good education. In every country there are different education systems and every country work with a given educational policy to develop its education system in the world, though every system doesn’t work in all countries. There are many policies for academic achievement. Some analysts believe that class size can also be considered as an effective element in academic achievement. Some analyst has the idea of small classes that can be more effective for academic achievement. In addition, to the idea of class size influence on academic achievement there can some other elements that could have influence on academic achievement. We will write a custom essay sample on Influence of Class Size or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page For example, people live in different cultures and obviously all people are not same they have different talents. In some countries smaller classes can bring good results and could be counted an effective factor on academic achievement. In a small class most students can have participation and feel free to express their ideas and share their questions without any hesitancy to teacher. In addition, in small classes teachers also can give participation to all students. Also in small class teacher can have better control than a large class having many students. Not many students in a classroom avoid clamor and disturbances, that the teacher can make good use of the time and make student to have active participation in the class, for example making some group studies on a specified topic or project. Moreover, smaller classes pave the way for teacher to have attention on all students in the class and have some discussion or arguments inside the class (Ehrenberg. et. al, 158). Giving presentations and speech for few minutes in a class can be effective and beneficial for a student that this can be more likely possible in small classes for students to work individually on a small project and present it in the class. Also studying in a small class makes it possible to divide students into small groups to have some group discussions and debates inside class that give more courage to a student to express their ideas inside the class and also outside class. There are different cultures, customs, talents and life styles that people have in the world. Difference in culture, custom, talent, way of living, family and many other things can be counted as an effective factor on a student’s academic achievement than effect of class size on academic achievement. In many countries of the world there are large classes with many students. These students in large classes may have good academic achievement than the students in other countries that study in small classes and the reason cannot be the class size it can be other reasons, for example the difference between the length of academic years in the countries. â€Å"Japanese teachers and students also spend much more time together—the usual year is 40 days longer than in the United States—and more time bonding with one another at school festivals and on field trips and hikes† (Lewis, 161). Or also it can have some other reasons, like family help to a student it may have impact on a student’s academic achievement and help the student to do a good job and have good results. â€Å"Asian parents are far less likely than Americans to be divorced and are more likely to be involved in their children’s education† (Zorpette, 161). There are many factors on academic achievement and all the countries in the world do not use the same policy or system for having better education system. Europe has its own policy to have the best education system and Asia has different policy and system to have high education level. With many factors that have influence on academic achievement, one of them that can have effect on academic achievement can be effect of class size. Some analysts believe that small classes can have better influence on academic achievement. But, some other analysts believe that large classes can be more effective on academic achievement. Both, ideas are respected, because one policy or analyze can work for a country, but not for another country because the conditions differ. In every country there are different people, different ideas, different talents, and many other situations that differ from each other. So, class size can be counted as a factor of influence on academic achievement.

AliciaMy Story essays

AliciaMy Story essays 1. Give a short summary of your book. (characters , conflict, complications, climaxes, resolutions) The story was mainly about Alicia Jurmans life during and after the Holocaust. In her life she had witnessed more trauma that we cant even imagine, such as her mother getting killed right in front of her. Thats not all, her whole family was killed during the holocaust. Her family cruelly wrenched from her, Alicia rescued other Jews from the Gestapo, led them to safe hide outs. She was only 13 when she began saving the lives of people she did not know. After the war Alicia continued to risk her life, leading Polish Jews on an under ground route to freedom in Palestine. I enjoyed this story a lot, but did not enjoy reading about the part where she tells about her mother getting killed, which kind of made me cry a little. After all that she had settled down and is mother of three grown children, living in California with her husband, and a writer and lecturer. Alicia Jurman had been 35 around the time she wrote this book. Before she had wrote this book she had gone around gr ade schools, high schools, colleges, synagogues, and churches letting people know what had actually had happened during the war. 2. List the characters in your book and label them antagonist (The principal character in opposition to the protagonist or hero of a narrative or drama.), protagonist (The main character in a drama or other literary work), confidante (A character in a drama or fiction, such as a trusted friend or servant, who serves as a device for revealing the inner thoughts or intentions of a main character), developing character, foil, and static (Stationary character). ALICIA JURMAN-She is the protagonist. She wrote this book and it is mainly about her life during and after the Holocaust. The Germans-The Germans can be considered the antagonist because they are the ones who had killed her family and her. They also tr...

Workers compensation and horseplay Essay Example | Topics and Well Written Essays - 500 words

Workers compensation and horseplay - Essay Example In order to put up the best defense when the employees have sued the company for horseplay, it is wise as the employer to be proactive and reactive on this matter (Ball 76). One should enact policies discouraging horseplay in the workplace and make sure that these policies relating to horseplay and deviations from work are properly enforced by everyone in the company. Horseplay and other safety policies violations can lead to disciplinary action. The following horseplay policies are intended to help this company to ensure a safe and productive work environment for everyone. Employees should not utilize materials and supplies for something besides their proposed utilization. These materials are evaluated to perform under specific particulars. In the event that they are utilized in a manner where there are excessive burdens, temperatures, weights, and so on, then they can get become risky. Employees are advised not to disable or tamper with safety controls on equipment or hardware in any capacity and refrain from the use of company’s equipments for any reason other than what it was intended to do. Horseplay can be translated into an issue of threatening workplace. In numerous states, there are laws and regulations that secure the laborer from these situations. Employees should avoid losing their job for the sole purpose of playing a joke or taking part in horseplay. Furthermore, the right to recover compensation for industrial disability rests upon double conditions being established. These conditions are that the injuries maintained came about because of a mishap happening sometime during the job, and emerging out of the employment. Failure to prove this would mean that the resulting disability will not be compensable according to the Workers Compensation

Strategic Management Coursework Example | Topics and Well Written Essays - 1750 words

Strategic Management - Coursework Example The practitioners are described as blind men and the strategy is labeled as elephant (Adrian, 2000, p.92). The reason behind the labeling is due to complexity of completely understanding strategy. Subsequently, the authors stated that field can be fragmented in to 10 schools of judgments components. Moreover, it is believed that these 10 components help to create virtual vision of strategic beast. According to Volberda and Elfring, school of thought provides vivid explanation about variety of thought of particular examiners which has been preserved and crystallized. Additionally, it is understood as institutionalized paradigm (Armstrong, 2002, p.28). According to Mintzberg, strategy develops over a period of time as meanings accommodate and collide with varying truth. Consequently, one might start and conclude in certain position. Furthermore, this can be achieved by cautious crafted plan. Many other authors along with Henry Mintzberg became the advocate of devil in strategy model. H enry Mintzberg claimed that human beings are not capable enough to comprehend, analyze and understand the job of strategic assessments. Therefore, it is believed that execution of effective strategy is required to be formulated as synthesis and intuitive practices. In the words of Henry Mintzberg, the process of strategic planning is been elaboration, articulation and programming of strategies. First of all, it is vital to know the meaning of strategic management theory.

Consider all of the elements of control used by the Party in the Coursework

Consider all of the elements of control used by the Party in the selections from Nineteen Eighty Four - Coursework Example Police were feared to the extent that it was thought everywhere any time one was being seen by a police officer. This made the masses as seen in the behavior of prisoners timid and as such they couldn’t even air out their minds. There were arbitrary arrests and convictions without trial with the subjects being forced to confess to false of crimes such as sabotage, espionage and embezzlement. The party employed a lot of propaganda in management of its affairs; there was an underground movement of conspirators (the brotherhood) which was spreading fear and labeling party rebels. it excites to not how power can be used by a party to propagate vested interests, instill fear in masses and hence ensure they submit completely. Separation was ripe with party members being restricted from going just to any shop. This was to force even those with divergent views succumb bow to pressure and dance to the whims of the party. People were totally deprived of their fundamental freedoms such a s free association, freedom of speech and others. In conclusion therefore Nineteen Eighty Four is a perfect narration of how regimes can engage in evil doing, deprive masses of their rights and employ unethical means to seize control. People are forcefully forced to sing party slogans, made to keep silent and not question anything happening around for fear of being punished. The writer is a victim and is in prison for obvious political reasons; they are tortured in prison and forced to confess to charges that are not

What Determines A Good Service Encounter?

What Determines A Good Service Encounter? When giving examples of my service encounter I will, each time try to explain the reasons for my service encounter, a brief description of what the firm did and provided for myself, my level of satisfaction through a rating system between one to seven, from lowest to highest possible satisfaction, and lastly my reasons for this satisfaction rating. I feel this information will allow me to most effectively analyse the service encounter, and identify the determinants of a good service encounter whilst allowing me to compare different service encounters. I will firstly look towards the 7ps concept (Booms and Bitner 1982) which is an extended version of the marketing mix. What is crucial here, for the purpose of the essay, is determining if some Ps are more important than other Ps in terms of having a greater impact on a service encounter outcome. I will therefore proceed through each P, systematically and in turn evaluate its importance in determining a good or bad service encounter. The introductory marketing texts suggest that all parts of the marketing mix (4Ps) are equally important, since a deficiency in any one can mean failure (Kellerman, Gordon and Hekmat, 1995). Number of studies of industrial marketers and purchasers indicated that the marketing mix components differ significantly in importance (Jackson, Burdick and Keith, 1985). Robicheaux (1976) found that key marketing policies had changed significantly. Pricing was considered the most important marketing activity in Robicheauxs (1976) survey, although it ranked only sixth in Udells (1964) survey. Udell (1968) found that sales efforts were rated as most important, followed by product efforts, pricing, and distribution. LaLonde (1977) found product related criteria to be most important, followed by distribution, price, and promotion. Perreault and Russ (1976) found that product quality was considered most important, followed by distribution service and price. Thus, it appears from the studies above that business executives do not really view the Ps as being equally important, but consider the price and product components to be the most important (Kellerman, Gordon and Hekmat, 1995). Brunner (1989) argues that the marketing mix should be extended to include more factors affecting the services marketing and thus actually becoming mixes themselves. He provides examples of Concept Mix, Cost Mix, Channels Mix and the Communication Mix So far we have mainly touched on the 4 core Ps but what Ps can affect and determine the outcome of a service encounter? Fryar (1991) argues that differentiation and segmentation is the basis of a successful service. Further, the personal relationship with the customer and quality of the service are important elements of the service marketing. This may be referring to the extended Ps of the marketing mix. Heuvel (1993)seems to agree with Fryar stating that Interaction between the one delivering the service and the customer is very important and has direct effect on the service quality and quality perception. He goes on further to state that the Product element can be better demonstrated as having two components, the primary and secondary service elements as well as the process. Both Heuvel and Fryar seem to be heavily referring to the People and physical Ps of the extended marketing mix (Grove et al. 2000) compares service marketing to a theatrical production. How the service is performed is as important as what is performed. The critical factor is therefore the customer experience. He goes on to state that the traditional Marketing Mix does not adequately capture the special circumstances that are present when marketing a service product. As such it could be concluded that the 4Ps for the purpose of service marketing and thus as a determinate of a service encounter can be seen as outdated. Rafiq and Ahmed (1995) state that 7Ps is more comprehensive, greater refined and includes important participants such as people and process. For the purpose of Service encounters the three new Ps of People, Process and Physical design can be seen as equally if not more important than the four core Ps. This can be supported through the extended Ps widespread acceptance in recent years The customer satisfaction Kano model helps to understand and evaluate consumer acceptance and satisfaction, and can be used in many different disciplines. The model classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction (Kano, Seraku et al. 1996). According to the model, there are three types of product attributes that fulfil customer satisfaction to a different degree: 1) basic or expected attributes, 2) performance or spoken attributes, and 3) surprise and delight attributes. A competitive product or service meets basic expected attributes, maximises performances attributes, and includes as many delighted attributes as financially feasible. In the model, the customer endeavours to move away from having unfulfilled desires. The basic or attributes are basic attributes, which customers take for granted and are not worth mentioning due to their obviousness. While the presence of these attributes is not really taken into account, the nonexistence of these attributes could be very dissatisfying for the customer. The performance or spoken attributes are those voiced by customers in what they are wanting from the product. These requirements can satisfy or dissatisfy consumer depending on the level of their satisfaction by a product or a service. The surprise and delight attributes if present can excite the customer, but their absence does not dissatisfy, as customers do not expect them. A competitive advantage can be achieved through successful use of both expected and exciting attributes Kanos model of customer satisfaction will now be looked at. According to various researchers, product life cycles are getting shorter, thus businesses are looking for ways to reduce product development time and to introduce their products to the market more quickly and efficiently (Tan , 2000) Further, in many of the competitive markets, customers are getting more selective, demanding greater features in products and services. As a result, identifying customer needs and transferring this information through to the product design stage is imperative for any business to be able to stay competitive in the market (Sireli et al., 2003, Tontini, 2003,) Kanos model helps deal with these new trends and in turn hopes to meet customer requirements in the most efficient and effective way Through traditional customer satisfaction tools, used to evaluate customer feedback, a strong correlation is assumed between product performance and customer satisfaction. For example, customer satisfaction is assumed to increase or decrease proportionally to the product performance improving or deteriorating respectively (Huiskonen and Pirttila, 1998). However according to Mazler, increasing fulfillment of customer expectations does not always mean a proportional increase in customer satisfaction as this change also depends on the type of expectation (Matzler et al., 1996). The different types of customer expectations can have different effects on customer satisfaction fulfillment. Kanos model of customer satisfaction tries to address this issue in providing particular types to each expectation such as attractive and indifferent. This can help companys understand the customer requirements. SERVQUAL can be used to determine if there are any differences between perceptions and expectations and if so whether this difference (if it was positive) contributed to a happy service encounter. SERVQUAL can only be defined in a consumers mind as it is a psychological difference between perceptions and expectations. Gronroos (1982) suggests that the perceived quality of a service is the result of an evaluation procedure whereby customers compare their perceptions of service quality delivery and the outcome against what they expected . Expectations can be can be defined as the customers frame of reference with respect to a product/service that allows anticipation of product/ service performance (Bitner et al. 1990). Due to the fact that the model involves perception it means judgment may differ among individuals and thus could be based on the cultural framework that the person brings to the encounter (Ueltschy et al., 2007). While customers can judge the quality of manufacturing goods in terms of functions and standards, they may find it difficult to measure service quality because they have to assess not only the outcome of the service, but more importantly the process of the delivery of that service. Therefore, before customers purchase a service, they have expectations about service quality that can be based on a number of variables such as word-of mouth recommendations, individual needs, past experiences and a service providers marketing communications (Parasuraman et al., 1988). Parasuraman et al., (1988; 1991) attempts to define the dimensions of service quality. Five major dimensions have be identified, namely reliability, responsiveness, assurance, tangibles and empathy. Reliability is the ability to execute the service as promised. Responsiveness refers to the willingness in providing the service. Assurance concerns the politeness in delivering the services and trustworthiness expressed to customers. Empathy can be defined as the understanding of customers specific requirements and their individual needs. Finally, tangibles include the physical evidence of the service such as facilities and personnel. It has been widely accepted that these dimensions of SERVQUAL are able to capture the construct of service encounter quality (Raajpoot 2004). The concept of customer relationship management will now be looked at which has emerged from relationship marketing. There is no doubt that in recent years there has been a greater emphasis on customer relationship management then ever but why is this? And is relationship marketing that important with regards to a service encounter? The emphasis on customer relationship management could be attributed to technological advancements which have allowed businesss to create increasingly intimate relationships with their customers. ÃÆ'-sterle (2002) suggests that electronic commerce, supply chain management, one-on-one marketing [and] customer profiling to name a few are developments which can be attributed to the dramatic changes in the supplier-customer relationship observed. It is this amalgamation of business functions which could loosely be referred to as modern customer relationship management. Stone et al. (2000) asserts that the concept of RM always included a very strong focus on the consumer. But possibly, CRM takes this a step further in its integration of business functions which contribute to value maximising services for the consumer via the management of customer relationships, and in turn increasing customer retention Relationship marketing has been successful in creating strong relationships with customers on a large scale. The technique has traditionally looked to apply its marketing communications to its customers depending on their relative needs. This entails customising marketing and product/service offerings to the various individual consumer groups to create a more personalised service as well as to develop a relationship based on interactivity. CRM, on the other hand, provides more to the individual marketing needs. This is due in the main part to the technology to make such a system technically and economically feasible (ÃÆ'-sterle 2002), organisations are now able to further customise their marketing and product offerings, not just to groups but to individuals themselves. This has meant there is no longer a need for customers to be grouped together into lifecycles with others, as businesss can mould their services around individual requirements. As such it can be concluded that CRM is an evolution of RM and has utilised advanced technology as an instrument to meet and surpass individual customer requirements. Discussion Section I will first mention my service encounter with Dominos pizza; in short I was throwing a small party with my friends from home as I had recently returned from university. My freinds were very hungry and fancied some fast food that wouldnt be too expensive. Thus I ordered three large pizzas over the phone. I was very happy with the service encounter and would rate it at a six. My high satisfaction from this service encounter can be attributed to the following. Firstly when I phoned up Dominos pizza the staffs were very friendly and polite, swiftly taking my order. We were also informed on the phone about a seasonal special offer that was ongoing at the time. This special offer allowed us to reduce our expenditure on the Pizzas which surpassed my expectations of what I thought would be the price. The pizza was then delivered to us within thirty minutes, as promised and was absolutely delicious and still fresh. Thus, I would be very happy to order from Dominos Pizza again; however I was initially put on hold for three minutes which is why I am not rating the encounter at a seven. This nearly left me hanging up the phone and browsing for a close competitor, which of course would have been detrimental to Dominos Pizza. I will first look towards the 7ps concept (Booms and Bitner 1982) to determine why and how a good service encounter has occurred. Clearly the price had a major impact on our decision to choose Dominos Pizza. It can be see that Dominos pricing scheme is competition based, due to the high competitiveness of this industry driving the prices down. However our decision to buy from Dominos pizza was not solely based on the price, as we had options to look for a cheaper competitor. What did determine why we decided to choose Dominos Pizza was based on the brand name, reputation it holds, convenience and peoples past experiences with Dominos Pizza. The convenience and price alone would not have persuaded us to buy from Dominos Pizza thus the main determinant of why we purchased from Dominos Pizza could be accredited to the brand name. But what actually determined a good service encounter? One must look further and concentrate on the extended Ps, namely People, Physical Evidence and Processes . The personnel on the phone and the friendly delivery staff certainly contributed towards a good service encounter. The staff taking my order were clearly well trained and well informed, providing me information on the latest deals and being polite. The process was a high determinate of a happy service encounter. The Pizza was delivered within thirty minutes; failure to do so may have meant unhappy hungry customers who would not have been willing to repeat purchase from Dominos Pizza. Indeed the three minute wait I needed to endure on the phone nearly left me hanging up and not completing the service encounter. The physical evidence is not really relevant to this service encounter. It can be seen that the fast process, polite personnel, product and place (convenience) contributed greatest to a happy service encounter from the 7ps perspective. SERVQUAL will now be used to determine if there were any differences between perceptions and expectations and if so whether this difference (if it was positive) contributed to a happy service encounter. SERVQUAL can only be defined in a consumers mind; it is a psychological difference between perceptions and expectations. The SQ can be measured using Parasuraman et al.s (1985) Gaps Model. The Gaps model is made up of five so called gaps. Firstly, the knowledge gap is the difference between what customers want and managers think customers want. In this case as customers, we wanted a tasty pizza delivered to our door within a reasonable time at a reasonable cost. We got everything we wanted, thus it would appear that there was no knowledge gap. However being put on hold for three minutes could be seen as a slight knowledge gap which may have been detrimental to Dominos pizza. This knowledge gap could have been caused by the manager not hiring enough or enough productive staff. The standards gap is the gap between managements perception of customer expectations and actual results for the service delivery. In this case there is probably a positive gap. Although Dominos pizza stated the pizza would be delivered within thirty minutes we didnt actually believe it. Thus the actual delivery outweighed our expectations and can be seen as a positive gap. Gap 3 Delivery gap The promises of a delicious pizza and a fast delivery were fulfilled and thus we were happy and didnt have any quarms. From the above it can be seen there were little if any gaps between our expectations and what was delivered and this clearly heavily contributed to a happy service encounter. The customer satisfaction Kano Model will be now be used to determine how Dominos Pizza satisfied us. Kano uses three types of relationships between attributes and the levels of customer satisfaction they generate. We must determine which attributes account for the largest proportion of customer satisfaction. The first type of attribute is the must have attributes. These are expected by the customer, all our must haves were met by Dominos Pizza. The linear satisfier attributes keep the customer satisfied, the delighter attributes are not expected or required, but help create customer satisfaction and can make the difference in brand choice for a consumer especially in competitive markets. The convenience, speed of delivery and tastiness of the pizza could come under the heading of linear satisfiers. The polite personnel over the phone and great offers provided on the phone can be seen as delighter types of attributes and most contributed to my happiness on dealing with Dominos Pizza, further it was these delighters which have made me want to repeat purchase from Dominos in the future. From using the relevant theories it can quite clearly be seen that the main determinants of a good service encounter which Dominos Pizza offered was the speed of the delivery, the special offers that ensured the price of the pizzas were less than first expected and the freshness of the pizzas which can be related to the speed of delivery. Thus, a manager working in the take-away service industry should ensure that his /her staffs are well trained and informed to not only take peoples orders over the phone but to answer peoples queries and provide information on ongoing special offers. A manager should also ensure there is an efficient distribution process so the delivery is undertaken as quick as possible. The service encounter that Dominos Pizza offered delighted me and my friends as customers, further I would be very happy to order from them again and recommend them to others. Therefore Dominos Pizza have provided a good service encounter. My next service encounter I will mention is my orthodontist appointment with my local NHS hospital Northwick Park. I was referred to the orthodontist by my dentist, who advised that I needed braces. I thus made an appointment for 9:00am on the 24/09/2009. I was pretty unhappy with this particular service counter for a number of reasons. Ultimately I was unhappy that I needed to wait an hour and fifteen minutes for my appointment after arriving prompt at 9:00am meaning me missing my train back to university. I was also upset because my actual appointment was rushed only lasted ten minutes, thus not all my queries were answered sufficiently. I would rate this service encounter at a two. I will again look towards the 7ps when analysing why and how bad services was encountered by myself. Firstly, the price for my appointment was free and therefore started my service encounter on a good note. The place of my appointment was however quite inconvenient for me as it meant me coming back from university especially for the appointment. The actual service was rushed and incomplete, this made me dissatisfied with the service. The process was slow and very inefficient which contributed heaviest to my dissatisfaction of the service encounter. As a customer I would have ideally preferred an NHS orthodontist to be located nearer my university for convenience, furthermore, I sought after a brief waiting time and a productive and effective appointment which would fully answer my questions. I got none of these things and thus there most certainly was a knowledge gap. This knowledge gap could be decreased through an efficient process, a more thorough appointment and a local NHS orthodontist for my convenience. My expectation pre appointment was that I would need to wait about twenty minutes for my appointment which I was happy to do and that I would be provided an appointment lengthy enough to ensure all my queries were answered. My expectations were not met at all and therefore clearly there is a negative standards gap. Review | Back To The Future Review | Back To The Future The movie Back to the Future, is filled with an all star cast and dynamic visual effects that were stunning in nineteen eighty-five and still stunning by todays definition. It was an appealing movie in which all ages could relate to the fun and entertainment that it was meant to portray. The movie was set in the fictional town of Hill Valley and focused upon the antics of Doc. Emmett Brown played by Christopher Lloyd and his sidekick Marty Mcfly played by Michael J. Fox. The film was written by Robert Zemeckis, who also directed the movie and Bob Gale,who came up the story idea. Steven Speilberg was the producer for the film. The story idea came to writer Bob Gale one day when at his parents home he found an old yearbook of his fathers. He thought to himself, Would he and his father been friends if they had gone to school together? Gale returned to California and shared his idea with Robert Zemeckis. They decided to take the project to Columbia pictures and made a developmental deal with Columbia for the script in September of 1980. (Klastornin) The rough draft of the script was finished in February, nineteen eighty-one. The film turned out to be more than just a thought about his father. The film had only a nineteen million dollar budget and brought in more than three hundred-eighty million dollars. Back to the Future was a critically acclaimed best movie of nineteen eighty- five. Critic Christopher Null claimed it to be a quintessential nineteen eighties flick that combines science fiction, action, comedy and romance all into a perfect little package that kids and adults will devour.(Null) It won the Hu go Award for dramatic presentation, the Saturn award for best science fiction film, academy awards and Golden Globe nomination. The film marked the beginning of a franchise with the sequels Back to the Future ll in nineteen eighty- nine and the sequel Back to the future lll in nineteen ninety. There was an animated series, a theme park ride and a video game released as well. The movie has a scene in which Marty is asked who is president in nineteen eighty- five and replies, Ronald Reagan. The person he is talking to laughs and tells him that Ronald Reagan is an actor, not a president. When watching the film for the first time Ronald Reagan himself was so amused by the joke about his being president that he had the theater stop the movie and rewind the reel so he could see the part again. He even referred to the movie in his nineteen eighty-six State of the Union address. He stated, Never has there been a more exciting time to be alive, a time of rousing wonder and heroic achievement. As they say in the film, Back to the Future, where were going, we dont need roads.(cspan) Many years later president George H.W. Bush used references from Back to the Future in his speeches. The film had to shoot at Universal Studios in California because no town would allow producers to redo their town to fit the nineteen fifties setting. Hill Valley scenes were shot at Courthouse Square on the back lot. Industrial Light and Magic created the thirty- two special effect shots. (Freer) Designers set the fifties in a wonderful way to make the town look beautiful, they shot all the scenes from the fifties first so they could make the town look bleak and ugly for the scenes in the eighties. Back to the Future had to shoot differently than how most movies are filmed. Michael J. Fox was working weekdays on the hit television series Family Ties. This made him only available to work on the movie set from six-thirty p.m. to two-thirty a.m. on weekdays. They were forced to save exterior scenes until weekends because that was the only time he was available during daylight. This routine gave him only five hours for sleep each day. He found this schedule exhausting but worthwhile bec ause he was simultaneously living his dream of being on television and in movies. The movie took one hundred days to film and finally wrapped up on April twentieth of nineteen eighty- five. Producers and editors worked twenty-four hour shifts making sure the movie would be ready for its July third release date. Only eight minutes of filming was omitted when editing was completed. A lot of hard work went into the making of the movie Back to the Future. It was a risk at the time with lots of wondering whether the movie would flop or be a success. It proved a risk worth taking because now, twenty-six years later, it is movie that most all generations have seen. Back to the Future will continue to remain a film title known worldwide. This is a film that closes the generation gap and brings old and young together as one. Future generations will continue to enjoy this film for years to come.

OHare International Airport :: Chicago Airport

A plan to expand O'Hare International Airport has begun to look more promising, but backers of a proposed airport near Peotone said last week they don't expect the plan to change the debate over a third airport. "It's still not going to add air capacity, and won't solve their long-range problem," said Don Goff, chairman of the Third Airport Alliance. "I don't see it as any setback," he said of the plan to build more terminals and gates. Goff said that even if O'Hare expansion proponents later use the World Gateway project to justify building more runways, a third airport will still be needed. "They're still going to have to build another airport," Goff said. But those who hope plans for an airport near rural Peotone will be scrapped see the plan as a sign of hope. "I'm very happy about that," said Jill Holzaepfel of Peotone, who said she hopes the planes and traffic stay close to the city. "I chose to live out here on the farmland," she said, adding that those who are impacted by more noise and pollution at an expanding O'Hare chose to live near the airport. Some Peotone opponents propose expanding the airport in Gary, Ind., or building at another site. The major airlines that serve O'Hare International Airport and city officials reached a tentative agreement to move ahead with a $3.2 billion renovation at the world's second busiest airport, a city spokeswoman said. Mayor Richard Daley has called the project the "World Gateway Program." It has involved months of negotiations between the city and the two major carriers that serve O'Hare — United Airlines and American Airlines. "Right now, we have an agreement in principle," Chicago Department of Aviation spokeswoman Monique Bond said Friday night. "We feel confident that we're moving forward and we are pretty optimistic about the finality of the agreement." The renovation, which is expected to take eight years to complete, is expected to increase the number of boarding gates by at least 25 percent. It is also intended to increase the number of flights and make connections in and out of the airport smoother. "This is basically what we are doing to better use the existing facility with more efficiency," Bond said. She said the redesign will help accommodate the airlines' increased use of larger planes, such as the Boeing 777. While Bond would not confirm the number of new gates involved, a report appearing in next week's Crain's Chicago Business cites sources familiar with the negotiations saying