Music History Flashcard

Music History

buy custom Crime and Social Policy essay

buy custom Crime and Social Policy essay The first documented case regarding the use of marijuana, also known as cannabis sativa, dates back to about 2500 B.C. It was noted among the ancient Chinese cultures that the discovered plant produced a mild euphoria when ingested, and thus was considered as an effective pain reliever. From that time, the use of marijuana as a pain reliever spread to other cultures not only in China, but also around the world. According to the statistics of the United Nations, marijuana is considered as the most widely used illicit substance around the world (Rowe, 2006). In the United States, for instance, marijuana was introduced during the institution of the British colonies in the Northern part of America. Doctors commonly used the substance for inducing appetite and as a pain reliever. However, some citizens used marijuana as a recreational substance. This prompted the Federal Government to conduct studies about the use and effects of marijuana. The findings actually revealed that the productio n of marijuana and its use were harmful to the Americans` culture and morality. As a result, the Federal Government established the Marijuana Tax Act in 1937 which was supposed to introduce high taxes to the marijuana industry, and eventually lead to the termination of the substance use and production in the country (Rowe, 2006). However, the introduction of this act marked the start of the controversies regarding the use of marijuana. For instance, the American Medical Association was totally against the legislation because of the high medicinal value the substance contained. However, the government continued with its efforts and in 1950s it instituted compulsory fines and jail sentences for possession and distribution of marijuana (Rowe, 2006, p.26). Less strict marijuana policies were introduced in the 1970s, but these did not last for long as they encountered strong opposition from the reigning presidents. Currently, two controversial sides regarding marijuana exist - those who are for the legalization and those against it. However, it is important to note that some states like California have legalized the use of marijuana. Statement of Purpose The war regarding the production, distribution and use of drugs is one of the most expensive battles, since a great deal of resources are required to detect those involved in this trade, prosecute them and house them in a prison. Besides, the controversies concerning the legalization of such drugs have generated heated debates. This research is based on the fact that there have been numerous controversies regarding the legalization of marijuana. From the documented research and case studies, some of the arguments that have been brought forward regarding the reasons as to why marijuana should be legalized include the claim that this substance contains medicinal values, such as pain relieving that can be of help to cancer patients and the fact that its legalization would help reduce illegal crimes (Messerli, 2011). Indeed some countries have gone forward to legalize marijuana. However, others stand with the fact that this substance should be illegalized considering the lethal effects it has on human health, among other numerous factors (Messerli, 2011). Despite the numerous studies that have been conducted with regard to this substance, drawing a general conclusion that would incorporate the arguments from both sides has proved difficult. Most countries have remained adamant and maintained the laws that are against the legalization of the substance. Besides, there are various drug policies put in place to control the use of drugs. This research will therefore look at the arguments from the both sides of those who are in support of the legalization of marijuana, and those who are against; the drug policies which have been implemented in various countries to curb the use of the substance will be also considered. The SAMSA National Household Survey on Drug Abuse (NHSDA), carried out in 1999, revealed that in the United States marijuana is the main drug being regularly used by around 75 percent of the present illegal drug users. Description of Research Methods and Materials This research will use secondary data, which involves a critical analysis of the previous research works including case studies to identify the arguments that have been brought forward with regard to the topic of study. Numerous research studies and case studies have been conducted regarding the legalization of marijuana and the drug policies, which have been put in place to control the same. In addition, the case studies have been well presented to support the arguments brought forward. This study will consider both sides of the argument, the policies that have been implemented and will then draw conclusions using the arguments that have been provided. This will as well be supported using the case studies conducted in the previous research studies. To avoid biased results, different studies will be considered and explored in order to identify the perspectives of different researchers with regard to the topic of the study. Basically, this will be a case study analysis. Literature Review The topic on the legalization of marijuana has been the subject of discussion and argument for decades. Scholars have deferred greatly on whether or not marijuana should be legalized. Some intellectuals argue that the pros of legalizing marijuana are much more compared to the cons, while the opponents put forward that legalizing the drug will only bring more harm to the society and the users. Reasons behind the Legalization of Marijuana It is evident that the society is unhappy with the current efforts to stop illegal drug smuggling, supply and use, while people are not aware of the solution to this problem. Owing to the augmented drug use, drug connected crimes, and the inability of the government to bring to an end the illegal drug use, the majority of people argue that in order to lessen certain immoral behaviours and improve positive outcomes the drug use should be legalized and controlled. In this case, the legalization of marijuana in the United States and other countries around the world would considerably minimize crimes in the cities and besides, will form a community that is more industrious through its positive usage (Klein, 2009). It is true that many crimes are linked to the use of drugs including financial and physical crimes. As a result, crimes that would result from legalizing marijuana would be less destructive and minimal in the community, as compared to murder, violence, mayhem and theft, which a re the daily bread especially in the United State and other nations presently. Many Americans want marijuana to be legalized as a result of the amplified government spending on drugs and war (Messerli, 2011). They believe that the cost of maintaining marijuana is extremely expensive. For instance, in the United States the federal, state and local governments recently use billions of dollars every year to fight against the use of marijuana. In 1980 the federal government used one billion dollar, while the local and state government used four and three billion dollars crrespondingly on marijuana, and this means that currently they may be using roughly ten billion dollars on marijuana (Klein, 2009). Another benefit of legalizing the drug is that it would be a source of revenue to the government through taxation. In essence, legalization would give the government an augmented control over the influence and purity of marijuana, and this may be attained by regulating the global drug trade more efficiently. The proponents of legalization of marijuana also put forward that people should be given freedom to make their own choice, including the usage of marijuana (Klein, 2009). Study verifies that marijuana is not an addictive drug as other drugs, like alcohol and tobacco which are legal in most countries (Klein, 2009). Statistics also reveal that, since its existence to today, marijuana has not led to any incident of death. For that reason, the government ought to concentrate on fighting other harmful legal drugs that have jeopardized persons lives and the entire society and give individuals liberty to make their choices. It is also evident from the existing illegalization policies that it is hard to attain the desired objective to stop the use of a drug. Prohibition of alcohol has not in any way worked, since people are still taking alcohol regardless of how dangerous this substance is to our health. Therefore, there is no logical basis to argue out that prohibition of marijuana will be a better idea in controlling the use of this drug, especially among the college students. In fact, illegalizing marijuana has not stopped people from taking it, since the estimates highlight that over 25 million people use marijuana annually in the United States (Rudolf, 2004). It would even be a better idea if the government allowed the legalization of marijuana, at the same time introducing heavy taxes to the users, so it would become difficult for them to access and afford it. There are also medical benefits associated with the use of marijuana. In its natural form, marijuana is considered to be one of the harmless therapeutically active drugs available to a man (Messerli, 2011). It can be used safely, following a strictly supervised schedule of a medical care. Furthermore, medical practitioners have proved that excessive intake of marijuana contain no adverse effects other than the mere sleeping. The only proved negative effect of marijuana comes as a result of its smoke that contains more carbon dioxide compared to tobacco (Rudolph, 2004). It is proven that marijuana relieves nausea, especially among the cancer patients undertaking powerful chemotherapy. Patients suffering from AIDS and multiple sclerosis can also use it. In addition, marijuana is proved as an effective treatment of glaucoma, due to its ability to lower the eye pressure. Reasons against the Legalization of Marijuana On the other hand, some scholars who argue against the legalization of marijuana offer various reasons to support their side. Firstly, marijuana is linked with health problems. Studies have revealed that smoking marijuana usually deposits almost two to four times more tar into the lungs, compared to a filtered cigarette (Ballot Question Committee, 2006). Furthermore, smoking three joints of marijuana per day can lead to more problems of the respiratory system than smoking a full packet of cigarettes daily. Research also indicates that the smoke of marijuana has fifty to seventy percent more carcinogenic hydrocarbons compared to tobacco smoke (Ballot Question Committee, 2006). Moreover, some opponents argue that legalizing marijuana will increase the crime rates in the society (Messerli, 2011). This is evidenced by the facts that people who are involved in the illegal buying, selling and usage of the drug are more probable to involve themselves in other crimes. With this, the opponents believe that the society will be much safer when marijuana trade and its use remain illegal and the offenders incarcerated. It is also true that crime, violence, and drug use go hand-in-hand. Individuals who are using drugs and those who are searching for money to buy such drugs usually commit crimes such as homicides. In fact, research has shown that these individuals commit six times as many crimes as others (Messerli, 2011). However, studies have indicated that individuals under drug influence other than those looking for ways to purchase the drugs commit most of the crimes. Laws that prohibit the use of marijuana usually send a message to the minors that marijuana is a harmful drug. As a result, legalizing of marijuana will increase it usage by young people. This is evidenced by the fact that, when Alaska allowed the private use of the drug, the percentage of minors who used the drug rose rapidly to twice the countrys average. A study carried out in Canada indicated that the nations liberal marijuana policies have resulted in Canadian youth topping all other nations for frequent use of marijuana. The lead researcher attributes the increased use to availability, affordability and acceptability (Ballot Question Committee, 2006). In Netherlands, after the legalization of marijuana its consumption among the youth, especially between eighteen to twenty years, tripled. The Las Vegas Metropolitan Police Managers Supervisors Association, the Nevada Sheriffs and Chiefs Association and the Las Vegas Police Protective Association Metro suppose that criminals who a re gaining a lot from illegal drug sales would not be out of trade, as they will probably augment their efforts to increase the number of minor users (Ballot Question Committee, 2006). Countrywide, Marijuana was concerned in over 215, 000 emergency department visits affecting an already loaded emergency care system. Drug Policies During the year of 1988 when Ronald Regan was the president of the United States, the Anti-Drug Abuse Act of 1988 was put into effect with an objective of generating a free drug United States of America. The initiative was triggered by the Office of National Drug Control Policy (ONDCP) that had the responsibility of setting and implementing national strategy in addition to setting budgets (Legalizationofmarijuana.com, 2011). The act had the purpose of decreasing drug trafficking, drug abuse and their outcomes. Particularly, to curb drug abuse, young people should be prevented from using prohibited drugs, drug availability and the number of users should be also reduced. Since its start the Office of National Drug Control Policy has been given wider powers. In addition to that, the organization`s director currently coordinates, assesses and also oversees domestic and global anti-drug hard work of administrative branch agencies. Moreover, the organization also ensures that the activities are constant and that state level activities should complement them. The president is advised by the director concerning the transformation in the budgeting, management, organization and the Federal Agency personnel who could be engaged in the anti-drug attempts and the execution of the Federal Agencies in the strategy (Legalizationofmarijuana.com, 2011). The organization in conjunction with the Act 19888, which instigated it, have since then been the American powerhouse on the war against drug use. Moreover, there has been numerous updates to the Office of National Drug Control Policy regarding the superseding years which are all on the Office of National Drug Control Policys site (Legalizationofmarijuana.com, 2011). For the site to be decipherable, it merely center on shortening the 2010 National Drug Control Strategy. A new balanced approach is promised by the most recent strategy, where Obama pledges on the restoration of balance in the fight of drug problem that has distressed our communities. The main aim of the 2010 Drug Control Strategy encompasses: To build up efforts to stop the use of drugs in the communities Request for early involvement in Health Care opportunities Rupture the sequence of use of drugs, wrongdoing and imprisonment Interrupt the production and trafficking of domestic drug Building up global partnerships Develop the systems of information for assessment, management and analysis Expand recovery support and add substance treatment into health care (Legalizationofmarijuana.com, 2011). By 2015, they are looking to: Reduce illegal consumption of drugs in America Enhance public safety and public health of Americans by decreasing the outcomes of the drugs` abuse. In 2011, the Office of National Control Policy requested 15.5 billion U. S. dollars so as to decrease the use of drugs and its outcomes in America. Finishing the term war on drugs is the only Americas adjustment to its drug policy that was brought about in 1971 by Richard Nixon, which Obama states not to be productive. In the book of Jack Herer, The Emperor Wears No Clothes, the author explains why cannabis is illegal. During the mid 1930s machines used for conserving hemps high-cellulose pulp and the novel hemp stripping machines lastly became modern, accessible and inexpensive; huge timber lands and business like the Kimberly Clark [USA], St. Regis, Hearst Paper Manufacturing Division and nearly all paper, newspapers and timber companies lost a lot of money and possibly went bankrupt. Plastic made from coal and oil had been unproved by DuPont, and a sulfite procedure was employed in making paper that came from wood pulp (Legalizationofmarijuana.com, 2011). According to historians and DuPonts corporate records the processes rated above 80% of the car loadings of the company and the railroad in the 1990s. The thrilling, and probably amazing fact at the start was that marijuana was not a serious problem according to Anslinger (Rudolph, 2004). Concurring with DuPont and Hearst anti-marijuana campaign of 1934, he began to focus particularly on marijuana in his greater aim of prohibiting all drugs. Anslinger greatly employed the headlines on Hearst including Marijuana killing the youths and according to him, marijuana was the main violence triggering drug in the entire history of human beings (Rowe, 2006). Nevertheless, the congress reacted to this by adopting the marijuana tax act in 1937. In the United States the most recent news regarding the legalization of marijuana is the Regulate, Control and Tax Cannabis Act of 2010. This is in the preposition 19 of the California ballot. The aim of the Act is to put the responsibility for regulating the use of marijuana on the local government and allow it to enforce and collect fees and taxes in addition to sanctioning an array of civil and crim inal penalties. The fact that marijuana is believed to be harmful to the lives of many Americans instigated the Federal Government to establish the Marijuana Tax Act in 1937, which was supposed to introduce high taxes to the marijuana industry, and eventually lead to the termination of the use and production of marijuana in the country (Rowe, 2006). However, the introduction of this Act marked the start of the controversies regarding the use of marijuana. For instance, the American Medical Association was totally against this legislation because of the high medicinal value the substance contained. However, the government continued with its efforts and in 1950s it instituted compulsory fines and jail sentences for possession and distribution of marijuana (Rowe, 2006). Less strict marijuana policies were introduced in the 1970s, but those did not last for a long time as they encountered strong opposition from the reigning presidents. The Australian National Drug Strategy 2010-2015 is a drug strategy framework that has been outline by the Australian Ministerial Council to address alcohol and other drugs use. The main objective of the National Drug Strategy is to assist in building healthy and safe communities through the lessening and minimization of alcohol and other drugs linked health, economic and social harms amongst communities, families and individuals (NIDAC, 2009). The overarching procedure to harm minimization that has steered the National Drug Strategy from the time when it was set up will persist through 2010-2015. The approach encompasses three pillars including demand reduction, supply reduction and harm reduction which are underpinned by amplified commitments to build personnel capability, innovation and evaluation, performance measurement, and building linkages across sectors. It is apparent from the above that, the war regarding production, distribution and use of drugs is one of the most expensive battles, since a great deal of resources are required to detect those involved in this trade, prosecute them and put them in jail. Besides, the controversies concerning the legalization of such drugs have generated heated debates. According to some proponents, marijuana should be legalized as it contains medicinal values like a pain relieving effect that can be of help to cancer patients, and its legalization would help reduce illegal crimes. Nevertheless, others stand with the fact that it should be illegalized, considering the lethal effects it has on human health, among other numerous factors. Most countries have remained adamant and maintained the laws that are against the legalization of the substance. Besides, there are various drug policies put in place in different countries in order to control and curb the use of illicit drugs. In fact, some countries have policies which legalize the use of marijuana for medicinal use whereas other countries implemented strict laws against it. Buy custom Crime and Social Policy essay

The Delegates to the 1897 National Convention Assignment

The Delegates to the 1897 National Convention - Assignment Example Mostly, it is suggested that the parliament is the supreme authority, while courts are considered as the institution that deal with the crimes and criminal (Patapan, 2006). In fact, it is wrong to consider only the courts as the institution to deal with the crimes and the criminals, Courts are the protector of state rights against any amendment in the constitution. Most of the part of the Australian constitution is taken influence with the American constitution. The delegates emphasized on the importance of the high courts, as the pillar in the nation building and protecting the rights of the people and the states. The statement is correct for modern scenario, as the problems regarding the state and government are rising and sometimes the parliament suggests amending the constitution. In this case, there is a need of any institution that prohibits the central government to violate the constitution. The most appropriate method is to assign this job to the high court. High court is the independent institution that has the right to evaluate, which type of the amendment in the constitution is necessary and which is not. Thus, it is important to have independent courts not under influence of any other institution. Depicting the condition of the parliament at that time, French (2011) quotes "†¦a vague feeling of distrust of the Constitution, as the work of a body somewhat conservative in composition, only indirectly representative of the people, and entrusted with no very definite or detailed mandate even by the parliaments which created it". As, the world’s politics is changing due to the influence of various aspects like the terrorism, trade, etc, the central government has the right to debate the bills, amend the constitution and work for the good of the people by passing the bills that are directly or indirectly related to the trade, economy and size of population. However, it is important that that the court verify any change in the constitution. Som etimes, the ruling party favors the certain amendments in the constitution that is mostly agreed and most of the members of the parliament cast votes in favor of the amendments to support the views of the party. French (2011) quotes the Lord Coleridge words as "one which it is for the public interest that individual should possess, and, indeed, that they should exercise without impediment, so long as no wrongful act is done". However, if there is a need of any amendment in the constitution, the parliament should have to debate the severity of the problem and submit reports to the high court for the consideration. The problem is severe in the modern world, as the elected parliament is unable to deliver the mandate. On the other hand, the parliament is sovereign to take steps to change or amend the constitution for the sake to profit a person, a group or a country (Craven, n.d.). Like, if the parliament passes a law that blacks are prohibited to marry a white girl and

Reflective blog Article Example | Topics and Well Written Essays - 2250 words

Reflective blog - Article Example The main question that comes into people’s mind is what bars them from studying search languages. In most cases, anxiety plays a big role in creating the fear that they cannot learn in search environments. By definition, anxiety refers to the subjective feelings of nervousness, apprehension, tension as well as worries that are associated with the stimulation of the automatic nervous system (Worde 9). When anxiety is restricted to situation of language learning then it falls into the categories of precise anxiety reactions. According to psychologists, they use specific anxiety reactions to distinguish those individuals who are anxious in numerous situations from the ones who feel anxious only in precise circumstances. Therefore, the consequences and symptoms of foreign language anxiety need to become readily identifiable to individuals who are concerned with teaching and language learning. Impacts of anxiety on learning language Anxiety plays crucial roles in the learning of a foreign a language. As a result, these roles create some impacts on either the learner or the instructor. The following are some of the effects of anxiety on the learning of a language: i) Second language studies For several years, researchers have researched on the prospect of anxiety-provoking on the study of foreign language. ... Many current studies try to find out the effects that anxiety has on learning a foreign language, nevertheless there has been some divided opinions on these efforts by researchers. Even though the pertinent researchers have been different in the techniques used, they can be characterized normally by the comparison of self-reports of student’s anxiety with the ratings on their foreign language proficiency. This is accomplished through international measure or discrete skills task such as the final course grade. ii) Clinical experience The psycho-physiological symptoms, behavioral responses, and subjective feelings of anxious foreign languages are generally the same compared to any other specific anxiety. They experience the uneasiness worry even the dread ones. They have difficulty in their concentration thus they sweat, have palpitations and become very forgetful. They normally show the behavior of avoidance for instance postponing homework and missing classes. The clinical ex perience with students studying foreign language in universities as well as Learning Skill Centers also recommends numerous discrete problems that results from anxiety and shows poignantly on how the problems can also interfere with the process of language learning. Basically, counselors establish that the anxiety centers base their ideologies on the two primary roles needed students learning foreign languages. These requirements include speaking and listening. The complexity involved in speaking language is perhaps the most cited concern of students learning foreign language. How anxiety is manifested in children Anxiety is manifested in children in the following ways: i) Physical: this is one technique in which anxiety is manifested in children. Some of the common physical symptoms

Analysis of the Kurt Vonnegut and Margaret Atwoods stories Essay

Analysis of the Kurt Vonnegut and Margaret Atwoods stories - Essay Example Although many of us uphold equality as an undeniable human right, the majority have their own subjective idea of what equality means. Prior to reading Vonnegut's story, I believed that I supported equality as a principle but never considered what type of equality I believed in. Following my reading, I discovered that I believed in equality before the law and equality of opportunity but, definitely do not support economic equality and equality of capacities. Economic equality entails denying people their right to succeed, just as equality of capacities ensures that people cannot strive to become all that they can be. Accordingly, I cannot support absolute equality although I most definitely do believe in the fundamental equality of all before the law. The equality to which I am committed is an equality of opportunity as would allow people to fulfill their ambitions and realize their potentials. As I am writing this, however, I cannot help but think of Atwood's story and the simple and absolute truth it conveys. That truth is that in the end, we are all going to die.

Individual Learning Styles and Strategies

Individual Learning Styles and Strategies Learners As Individual What is Learners as individual What is an individual learner and what do they look like? To answer this question, I need the meanings given by many educators. Howe other learners can become the individual learners? In sum, I believe that the individual who is to be educated is a social individual and that society is an organic union of individuals. If we eliminate the social factor from the child we are left only with an abstraction; if we eliminate the individual factor from society, we are left only with an inert and lifeless mass. Education, therefore, must begin with a psychological insight into the childs capacities, interests, and habits John Dewey, from My Pedagogic Creed, School Journal vol. 54, (January 1897), pp. 77-80 An individual is a person or any specific object in a collection. In the 15th century and earlier, and also today within the fields of statistics and metaphysics, individual means indivisible, typically describing any numerically singular thing, but sometimes meaning a person. (q.v. The problem of proper names). From the seventeenth century on, individual indicates separateness, as in individualism. Individuality is the state or quality of being an individual; a person separate from other persons and possessing his or her own needs, goals, and desires. Gracia, Jorge J. E. (1988) Learner is an individual involved in the acquisition of knowledge or skills in a technological learning system.Legendre, (2000:1) It is not concerned with one specific method, but allows for any method which the individual leaner finds beneficial to his learning purposes. Fenner Newby (2000) I, from the meanings given above, conclude that learners as individual is the learning styles that learners seek to the new modern learning strategies and they can learn autonomous. This styles include with personality, intelligence, attitude and attitude. They just get the rough guidance from the teacher in the class and then they and bring it to be increased and link or integrate with other fields. These learners have to often practice themselves as it be their habits. A learning style is an individuals preferred way of learning. What are Learning Styles? Before we deeply study into how to best advantages from making your learning style out, we need to spend a few moments studying the several types of learning styles and how to best identify which learning style group you appropiate into. Learning styles point to the variance in your ability to amass as well as incorporate information. Basically, your learning style is the method that best allows you to gain and use knowledge in a specific manner. Most experts agree that there are three basic learning styles. Each individual may holds a single style or could possess a joining of different learning styles. In most cases, the personalities of a learning style can even be noticed at a quite young age. Once you have identified your particular learning style you will be able to identify ways in which you can adapt the learning process and your studies to maximize your education. Visual Learners Individuals who fall into this type usually learn through what they are able to see with their own eyes. Visual learners are those students who navigate for the positions at the front of the class, must have front row theater seats and love to be right up front for sporting events in order to get the best view. Visual learners have a orientation to describe everything that they see in terms of exposures. These learners love visual medias such as photos, diagrams, maps and graphs. They habitually are good writers and will commonly perform quite well on written assignments. Auditory Learners Auditory learners are very good listeners. They tend to consume information in a more proficient manner through sounds, music, discussions, teachings, etc. These individuals will be more probable to record lesson so that they can revision them at a later time for study goals. They recognize books on tape and may find that reading aloud will help them to keep information. Rather than written statement, auditory learners tend to do better on verbal presentations and reports. Kinesthetic Learners Kinesthetic learners are tactile learning. This means that they learn best through moving, doing, acting out and touching. Projects that are acted in nature are best for kinesthetic learners. They tend to become thwarted when they must sit for long phases of time. They enjoy deportment experiments, exploring and accomplishing tasks. These students are independent and seek for the missing knowledge by themselves. They may have characteristics listed below; They are able to break up an organized visual field and keep part of it separate. surpass at retrieving names. conceive visual cues and are better at math. prefer learning surroundings that require least interaction. enjoy discovery learning and individualized self-paced learning. are more likely to be males. My Experience with the individual learners. I can much less meet students like this in my classroom, for my being Thai traditional condition teacher. Thailand has the specific cultural for the younger men have to express their respect to the elder ones. My students gain knowledge just in the limitation of curriculum and the instruction I have given. The materials related to the identity of individual learning are also lack. It may be caused by the poor country and the condition of environment that Thai students are the students in the developing country-that means have not been developed yet. However, I think this can be developed and changed by changing the crisis to become the chance. We can see various problems and this is the chance to diagnose and resolve them. Its the time to take together between teacher and students. Individual learners must consist with personality, intelligence, psychology and behavior. All the aspects must be deal together by realizing the differences of individual. Strategies to be learners as individual   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  There are activities might guide the learners to be independent and individual. They can be flexible , not arranged in orders, depending on their readiness and which condition. There are 16 strategies shown here. Readiness / Ability Teachers can use a variety of evaluation to find a students ability or readiness. Also, to learn new knowledge concepts students may be generally working below or above level or may be purely lack necessary required skills. Changing the level of query and thinking skills and compacting the curriculum and are useful strategies for accommodating differences in ability or readiness. Adjusting Questions During large group discussion activities, teachers indicate the higher level questions to the students who can deal them and adjust questions accordingly for student with greater needs. All students are answering important questions that demand them to think but the questions are goaled towards the students ability or readiness level. With written test the teacher may assign specific questions for each group of students. They all answer the same number of questions but the involvement needed varies from group to group. However, the alternative to go a parted from minimum requirements can be available for any or all students who indicate that they require an additional challenge for own their level. Condensing Curriculum Condensing the curriculum means assessing a students knowledge, skills and attitudes and providing alternative activities for the student who has already mastered curriculum content. This can be accomplished by pre-testing basic concepts or using performance assessment methods. Students who demonstrate that they do not require instruction move on to tiered problem solving activities while others receive instruction. Row Assignments Row activities are a series of related tasks of varying complexity. All of these activities relate to crucial understanding and key skills that students need to acquire. Teachers assign the activities as alternative ways of achieving the same goals taking into account individual student needs. Acceleration/Deceleration Accelerating or decelerating the step that students move through syllabus is another way of differentiating instruction. Students demonstrating a high level of competence can work through the curriculum at a faster step. Students facing difficulties may need adjusted activities that allow for a slower step in order to experience success. Flexible Grouping As student performance will transform it is important to permit movement between groups. Students readiness varies depending on personal intellects and interests, so we must remain open to the concept that a student may be below grade level in one subject at the same time as being above grade level in another subject. Even highly talented students can benefit from flexible grouping. Always they benefit from work with intellectual peers, while seldom in another group they can experience being a leader. In either case peer-teaching is a valuable strategy for group-work. Peer Teaching Many times a student may have personal needs that require one-one instruction that go beyond the needs of his or her partners. After gaining this extra instruction the student could be selected as the inhabitant expert for that concept or skill and can get valuable practice by being given the chance to re-teach the concept to peers. In these situation both students can get benefit. Learning Profiles/Styles Another filter for assigning students to tasks is by learning style, such as adjusting preferred environment such as quiet, lower lighting, formal/casual seating, or learning modality: auditory (learns best by hearing information) visual (learns best through seeing information in charts or pictures) or kinesthetic preferences (learns best by using concrete examples, or may need to move around while learning) or through personal interests. Since student motivation is also a specific element in learning, understanding individual learning styles and interests will grant teachers to apply right strategies for developing intrinsic motivational techniques. Student Interest Interest surveys are often used for determining student interest. Brainstorming for subtopics within a curriculum concept and using semantic network to explore interesting aspect of the concept is another effective tool. This is also an effective way of teaching students how to focus on a manageable subtopic. Reading Buddies This strategy is particularly useful for younger students and/or students with reading obstacle. Children get additional practice and experience reading away from the teacher as they develop fluency and comprehension. It is important that students read with a specific purpose in mind and then have an opportunity to discuss what was read. It is not essential for reading buddies to always be at the same reading level. Students with varying word recognition, word analysis and comprehension skills can help each other be more successful. Adjusted follow up tasks are also assigned based on readiness level. Independent Study Projects Independent Study is a research project where students learn how to develop the skills for independent learning. The degree of help and structure will vary between students and depend on their ability to manage ideas, time and creativity. A adjustment of the independent study is the buddy study. Buddy Studies A buddy study permits two or three students to work together on a project. The expectation is that all may share the research and analysis information but each student must consummate an individual output to demonstrate learning that has taken place and be answerable for their own planning, time management and individual accomplishment. Learning Contracts A learning contract is a written understanding between teacher and student that will effect in students working independently. The contract helps students to set daily and weekly work goals and develop management skills. It also helps the teacher to keep evidence of each students advance. The certain assignments will vary according to personal student needs. Learning Centers Learning Centers have been used by teachers for a long time and may contain both differentiated and compulsory activities. However a learning centre is not necessarily differentiated unless the activities are varied by difficulty taking in to account different student ability and readiness. It is important that students understand what is expected of them at the learning centre and are inspired to manage their use of time. The degree of structure that is provided will vary according to student independent work habits. At the end of each week students should be able to account for their use of time. Anchoring Activities A student can do these activities at any time when they have completed present assignments or it can be assigned for a short period at the beginning of each class as students arrange themselves and prepare for work. These activities may be related to specific needs or improvement opportunities, including problems to solve or journals to write. They could also be part of a long-term project that a student is working on. In conclusion, learners as individual is the one of methods encouraged the instructional progress. The characteristics defined the individual learners are given various by educators. They can be added and developed or also cut. These behaviors can be raise by the agreement of teacher and student. Learners as individual is also related to the research of many psychologists realizing the individual differences and it also includes with the assessment. We should assessment the students outcomes by be aware of their individual differences. Reference Sources http://en.wikipedia.org/wiki/Learning_styles http://www.futureknowledge.org/background/the-perspective-of-the-individual-learner http://www.instructorweb.com/info/learnstyles.asp http://www.learning-styles-online.com/overview http://people.usd.edu/~ssanto/styles.html http://www.lsda.org.uk/files/PDF/1543.pdfhttp://www.questia.com/Index.jsp http://www.saba.com/education/individual_learners.htm http://www.tefl.net/esl-articles/learning-styles.htm Coffield, F., Moseley, D., Hall, E., Ecclestone, K. (2004). Learning styles and pedagogy in post-16 learning: A systematic and critical review. www.LSRC.ac.uk: Learning and Skills Research Centre. Retrieved January 15, 2008: Keefe, J. W. (1979) Learning style: An overview. In NASSPs Student learning styles: Diagnosing and proscribing programs (pp. 1-17). Reston, VA. National Association of Secondary School Principles. Marzano, R. J. (1998). A theory-based meta-analysis of research on instruction. Mid-continent Regional Educational Laboratory, Aurora, CO. Merrill, D. (2000). Instructional Strategies and Learning Styles: Which takes Precedence? In Robert Reiser and Jack Dempsey (Eds.) Trends and Issues in Instructional Technology. Prentice Hall. Hayman-Abello S.E. Warriner E.M. (2002). Child clinical/pediatric neuropsychology: some recent advances. Annual Review of Psychology, 53, 309-339. Stewart, K. L., Felicetti, L. A. (1992). Learning styles of marketing majors. Educational Research Quarterly, 15(2), 15-23. Gracia, Jorge J. E. (1988) Individuality: An Essay on the Foundations of Metaphysics. State Univ. of New York Press.

Journal of Service Quality and Customer Satisfaction in Transportation Essay

International Journal for Quality research UDK- 656.025.2:658.56 Short Scientific Paper (1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management, Catholic University of Portugal, Portugal 2) Faculty of Economics, University of Porto, Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction. Keywords: service quality, satisfaction, dissatisfaction, public transport 1. INTRODUCTION Marketing researchers have, for a long time, recognized the importance of service quality as well as consumer satisfaction. Significant investigation has been conducted in both fields, particularly in services (cf. Andreassen, 1995; Edvardsson, 1998; Friman e Garling, 2001; Higgs et al., 2005). However, few studies have explored the both sides of the service process: operations (the internal side) and customer (the external side) perspectives of quality and satisfaction. In the public sector this is likely to be of particular interest. Public services, such as public transportation, have to meet the needs of the customers playing, at the same  time, a role in economic and urban sustainability. They challenge operations to deliver quality to serve customers and non-customers while making the best use of company resources. Read more:  Investigation Into Customer Service The objective of this article is to identify the determinants of service quality and its impact on the satisfaction of public transport commuters. It is divided into five sections beyond this introductory section. It begins with a review of the literature that synthesizes and discusses some concepts considered relevant for the research. Then it addresses the methodology used in the study, as well as a number of considerations about the quality of the research design. The next section presents the findings, which are followed by a discussion of possible implications. Finally, the paper ends with the main conclusions, managerial implications and some suggestions for further research. 2. THEORETICAL BACKGROUND The theoretical background is developed around three major issues: quality, satisfaction and dissatisfaction. In the management context, the word quality can be used to refer to different things: accordance with the specifications (Levitt, 1972; Juran and Gryna, 1991); excellence (Garvin, 1984); accordance with the requirements, adequacy of use, prevention of losses, or how to answer to or to exceed consumer expectations (Grà ¶nroos, 1984, Parasuraman, Zeithaml and Berry, 1985, 1988). Through such a variety of concepts, the common point of most of the definitions, exception for the first one, is that of targeting the consumer. In this research, quality is presented in the perspective of perceived quality because it is the most commonly used in the services area. Moreover, the research led to a better understanding of the existence or the non-existence of differences between quality and satisfaction. These arguments were enriched by the literature review of each theme, particularly satisfaction which is presented next. Literature about satisfaction has to be adapted to the context which is to be studied. Customer satisfaction is seen as an answer to completion and fulfilment of needs (Oliver, 1996); a psychological state (Howard and Sheth, 1969) and as an assessment of overall evaluation (Westbrook, 1987). Moreover, consumer satisfaction is seen as a cognitive response (Bolton and Drew, 1991; Tse and Wilton, 1988), an emotional answer (Cadotte and Turgeon, 1988; Halstead, Hartman and Schmit, 1994; Westbrook and Reilly, 1983) and as a result of a Vol.4, No. 2, 2010 125 development process (Oliver and De Sarbo, 1988; Tse and Wilton, 1988; Swan, 1992; Erevelles and Leavitt, 1992). Although literature encompasses diverse meanings for satisfaction, they all share common elements. When examined as a whole, three general components can be identified: (i) consumer satisfaction is a cognitive and emotional reaction; (ii) the reaction belongs to a particular focus, (iii) the reaction occurs in a particular period (after consumption, after choice based on experience and expressed before and after choice, after consumption, after extensive experience of using). From the literature it also seems that there is not a general consensus regarding the nature of this concept. If some authors argue that consumer satisfaction results from a specific transaction that occurs at a given time and by the benefits and value of the transaction, others see consumer satisfaction in terms of cumulative overall satisfaction, based on all contacts and experiences with a company and the client’s experience until a certain moment. Literature on customer satisfaction also clarifies the concept of dissatisfaction. For some researchers, these two concepts are totally different while for others, dissatisfaction is on one end and satisfaction is on the other end of the same continuous line, and it is stated that some of the determinants are primarily a source of satisfaction or dissatisfaction. So, this study also intends to make clear the differences between the two concepts. Dissatisfaction has been the focus of extensive research in the services area (Swan and Combs, 1976; Maddox, 1981; Cadotte and Turgeon, 1988; Johnston, 1995; Edvardsson, 1992, 1998, Liljander, 1999). From the literature, once again, contradictions amongst authors tend to arise. According to some researchers satisfaction and dissatisfaction are two different concepts, that is, the consumer can be satisfied or dissatisfied according to the level of received quality. However, for some other authors, the two concepts are not opposing,  but rather a continuum, in that, some determinants tend to be, firstly a source of satisfaction and others a source of dissatisfaction. A number of studies (cf. Edvardsson, 1998) have focused on how passengers of public transport value quality factors, and the final result provides a measure of the value of different factors and ranks them. Nevertheless, there are not significant studies about satisfaction in public transports, especially in metro services. Another gap in literature is that most studies analise customers, but leave non-customers aside. Furthermore, most studies use an external analisys based on surveyss. Finally, the majority of the literature does not execute further analyses about the correlation between customer satisfaction and insatisfaction. 3. FRAMEWORK FOR ANALYSIS In this research the process of data analysis began before its collection, by developing the research questions and model of analysis. The model of analysis developed would examine how quality relates to satisfaction and how this relationship takes place in a public transport services company. To ensure coherence and reliability of the empirical data, the elements which were under investigation and their respective variables were defined, as outlined and presented in Figure 1. Dissatisfaction (Johnston,1995) (Bo Evardson, 1996) Customer Satisfaction (Tse e Wilton, 1988) (Rust e Oliver, 1994) Zone of Tolerance (Berry e Parasuraman,1991) (Johnston, 1994) Personal Needs Experiencied Quality Technical Functional (Grà ¶nroos, 1982) Perceived Quality (Grà ¶nroos, 1982) Suggest Positioning Expectations (Teas, Boulding, Oliver, 1993) Pass-Word Beliefs Consumer Comunication Quality Dimensions: †¢ Reliability †¢Security †¢ Speed †¢Confort †¢Pontuality (Parasuraman, Berry, Zeithaml, 1885) Past Experience Figure 1 – Framework for Analysis 126 F. Fonseca , S. Pinto , C. Brito According to this diagram, the relationship between quality and satisfaction may be understood through a clarification of how customers evaluate the dimensions of quality. The zone of tolerance appears to be used as a unifying link between expectations, performance and results. Previous service marketing challenges have prompted some research questions about the relationship between quality and satisfaction, specifically:RQ1: In public transportation services, what are the determinants of service quality that influence perceived quality?RQ2: How does the perceived quality influence satisfaction and dissatisfaction of commuters in public services transports?Performance evaluations lead to an overall evaluation of service satisfaction, the results of which can be resumed to either satisfaction or dissatisfaction in general terms. The zone of tolerance emerged as important in the understanding of the relationship between quality and satisfaction. 4. METHODOLOGY The research clarifies the key dimensions of services quality that influence customers’ perceived quality. It also explains how the perceived quality influences customers’ satisfaction and dissatisfaction. In addition, the study explores and expands on findings or current theories about the differences and the relationship between satisfaction and dissatisfaction. Evidence was found that there are two different realities in the market: the customers’ and the non-customers’ complex perceptions. Finally, the research identifies the relevance of the zone of tolerance and its relationship with quality and satisfaction. The use of a case study approach seemed to be appropriate in this research. Within qualitative methodologies, a case study strategy was adopted, based on the interaction between theory and empirical data. Yin (1994) defines case study as an empirical study that investigates a contemporary phenomenon in real life context, especially when the boundaries between the phenomenon and context are not clearly evident. In terms of features associated with the processes under study, it seems  important to focus on contexts in which the phenomena developed. Moreover, this method allows the focus on perception processes more than outcomes, and how the participants interpret their experiences and give them meaning. Exploratory and â€Å"how† questions are being posed, and the researcher is focused on a contemporary phenomenon within its real-life context (Yin, 1994). The research objective was to describe and understand processes and relationships in a consumer services organization. Attention was drawn to the processes, which was the study’s unit of analysis. The focus of analysis of this research was teams, groups and departments.Data was collected by both interviews and focus groups, as well as through documents. The interviews focused on the company’s perspective of quality and customer satisfaction, while the focus groups with customers and non-customers provided the market’s point of view. The interviews included people from different functional areas (operations and marketing) and hierarchical levels (executive vicepresident, director of technical systems, director of marketing and communication, manager of operational safety, lawyer and supervision of securities and marketing manager – processing of complaints and suggestions). In addition to the interviews, focus groups were conducted outside the company with customers and non-customers. The main objectives of the focus groups were to identify the most important determinants of satisfaction and dissatisfaction of both customers and non-customers, and to obtain or draw up a list of the determinants considered most relevant and most often expressed by the participants. Specifically, the analyzed documents consisted of: annual company reports, market research reports on service quality and satisfaction and internal memos. A pilot focus group was carried out to test the discussion guide and the survey. Subsequently, four focus groups were made. There were a total of 26 people involved (men and women). The age range of the participants selected was 13-35 years of age, this because prior studies had indicated that 65 percent of the commuters using the metropolitan were within this age range. The selection criteria used aimed at selecting participants consisting of customers who use the metropolitan, at least once a week and non-customers who had never used this transport service. The focus groups were recorded and handwritten transcription notes were taken for later analysis. The focus sessions were  divided in two distinct parts. Initially, the discussion focused on the reasons that would lead customers to use or not use the metropolitan. Subsequently, the focus was shifted towards the determinants of satisfaction and dissatisfaction and on the characteristics that are most valued in this service. The process of analysis and interpretation of data began with the transcription of the interviews and group focus. All of this met with the objectives of the research, including with comparing and contrasting the different views of stakeholders on issues of the research and allowed for individual analysis and comparisons of the case study. Data was also analyzed and grouped, then codified and reduced employing a systematic approach that complies with that proposed by Miles and Huberman (1994). 5. RESULTS AND FINDINGS The study focused on a company created in 1993 to operate a light rail system in the second largest city of a European country. For a matter of confidentiality, it will 127 F. Fonseca , S. Pinto , C. Brito be called Metro Europe. This is a network of electrified railways that goes underground in the city centre, and above the surface in the suburbs. It is divided into five separate lines (with seven services, including an express service) spread over six municipalities in the city metropolitan area. It comprises a total of 68 stations spread over 60 kilometres of commercial lines, with 8 kilometres of underground network. In 2008, this company employed about 120 people and carried 40 million commuters. Metro Iberia is a player in a context of a strong competition and is one of the companies responsible for the operations of public transport in the metropolitan area. The analysis of this mass consumer service follows in the next section. The study results point out two main perspectives. One related to the level of service quality in its main dimensions. It was concluded that reliability, security, speed, comfort and punctuality are the quality dimensions of greater importance for the public transport services company. Secondly, the study explores satisfaction and their determinants. The results showed that the dimensions of satisfaction for the company were exactly the same as  those of dimensions of service quality, in particular, security, reliability, comfort and speed. This analysis shows us that the company does not distinguish quality from satisfaction. Evidently, it seems that the dimensions of quality and the determinants of satisfaction are identical. There appears to be no clear difference between quality and satisfaction, findings that are no surprising. The main objective of this research is to understand the relationship between quality and satisfaction. It was found that the organization under study does not make a distinction between these two concepts. Therefore focus groups with the company’s customers were also conducted and undertaken. The objective would be to determine and discover the main determinants of satisfaction, comparing them with results obtained in the organization. In the focus groups it was found that commuters value exactly the same determinants of satisfaction as those advanced by the company, in particular comfort, punctuality, speed and reliability. One exception is safety, the conclusion being that customers assume from the outset that the metropolitan is safe. This is in line with the Johnston’s (ref?) argument about the hygienic factors having potential for dissatisfaction instead of satisfaction. The results also helped to further understand the views of noncustomers, from which we can conclude that the most mentioned determinants were reliability, comfort and cleanliness, security and punctuality. For these reasons it is concluded that despite the literature’s stipulation of the existence of a distinction between the constructs of quality and satisfaction, this study found that the company, non-customers and customers clearly do not make such a distinction. It seems that business, customers and non-customers all use the dimensions of quality to describe satisfaction. A more careful analysis of the case leads to the conclusion that quality and satisfaction are not entirely distinct and there is also a relationship between the two concepts. The relationship between quality and satisfaction exists when satisfaction is guaranteed. Their ability to meet the needs of the consumer with the service, must take into account the quality of service and its dimensions. Another view shown in this paper was the distinction between satisfaction and dissatisfaction. The study acknowledges that for non-customers satisfaction and dissatisfaction are opposing concepts. Moreover, the determinants of dissatisfaction are exactly the opposite of satisfaction, namely: reliability/failure to comply with schedules; comfort and cleanliness/discomfort and dirt; security/insecurity; punctuality/failure to comply with schedules. An interesting finding is that, these results are in line with literature. For customers there is no such relationship between satisfaction and dissatisfaction; dissatisfaction in this case is commonly associated with the technical aspects of the service. It is therefore not clear to customers that satisfaction is the opposite of dissatisfaction. While for the company, the conclusion is that these concepts are contrary, when referring to cofort/discomfort; security/insecurity at night/delays and robberies. Finally, the results for customers and noncustomers tolerance zones were examined. The paper confirms that customers have a greater tolerance zone towards the service than non-customers. In other words, non-customers are less tolerant to failures than customers. This conclusion is evidenced by the customers when they say that in the event of failures or problems with the service, such as delays, lack of cleanliness and lighting, or lack of seating, these reasons alone would not lead to abandoning the service. It is concluded that in the case of customers there may be some oscillation in the levels of satisfaction (very satisfied, satisfied, unsatisfied) within the zone of tolerance. Non-customers are less tolerant. In these discussion groups’ several situations or scenarios of dissatisfaction emerged that would cause abandoning the service, including failure to comply with the vehicle schedules, frequency of carriages and disabled access to the stations. 6. CONCLUSIONS This study answering RQ1 expands on existing knowledge by identifying that service quality dimensions serve as points of departure for companies to develop action plans and strategies that generate perceptions of quality by customers. Thus, for each type of service there may be a specific set of different dimensions of quality, in that they assume different orders of priority. Additionally there is yet another 128 F. Fonseca , S. Pinto , C. Brito possibility that each organization may have dimensions that are specific to each/its sector. The classification of the service quality dimensions is important because each one brings different approaches, which help the managers of the companies providing services to understand the importance of each dimension and their impact on customer satisfaction. The empirical data of this case indicates that reliability, safety, speed, comfort and punctuality are the dimensions of service quality which the organization believes most influence the perceived quality. This study also clarified and thus contributes to identify the key dimensions of service quality that influence the perceived quality service, in a specific means of public transportation. Furthermore, this study shows that if the dimensions of service quality are assured then the customers achieve a degree of satisfaction and dissatisfaction in accordance with their needs, answering RQ2. The research results also showed that depending on the subway line that is used by a particular customer, he/she usually chooses the same dimension as a priority, according to the satisfaction of his/her needs. The research results showed that a client that uses for example the yellow line gives preference to the quality dimensions of frequency and speed, since the choice of this line indicates the need to get to the city centre quickly. The customers who already choose the red line value the dimension of comfort, because it is a line with a more extensive network, which is important for the customer who wants to get a seat. From this we can conclude that if the principal dimensions of quality for customers are guaranteed, they will be satisfied or dissatisfied. There seem to be sever al implications of this study for service management. The first practical implication seems to be that it is important to reveal that if the managers know which dimensions of quality service their customers most value, (depending on the type of service we are dealing with), the customers may become more satisfied. This will occur because the organization will know specifically which dimensions of service quality will further satisfy the customers. Thus, organizations can focus their efforts on improving and increasing the dimensions of service quality which generate satisfaction. The second managerial implication appears to be the evident need for  clarification of the link between satisfaction and dissatisfaction. In terms of contribution to management, it is important that managers recognize that satisfaction and dissatisfaction are on a continuum, and that knowing of the dissatisfaction factors specifically, these can then be transformed into satisfaction, thus preventing the loss of a customer in a specific service. The third practical implication shows that for the non-customers if the companies and the managers know what quality dimensions this group value most, the company can focus investment on the development of these, including increasing the ability to attract new customers and tailor marketing and communication campaigns with a view to achieving this. The number of contributions presented serve not only to increase knowledge of the relationship between quality and satisfaction, but also encourages reflection on a topic which should be of utmost importance for managers and the vast majority of service companies, who are faced with the need to offer quality of service in its main dimensions and the consequent satisfaction of their customers. It is also expected that the contributions of the study encourage businesses and their managers to connect with their customers and noncustomers. As regards the customers it is important that the company be aware of the quality dimensions that they value most in order to tailor the service to their needs, maximizing satisfaction. This paper has limitations which are expected to be addressed in future studies. The limitations can be divided into three groups, namely: selection of the case and the process, limitations in data collection and finally the limitations of data analysis. One of the limitations is the small number of cases studied in public transport services which determines the strength and spread or validity of the conclusions. The inclusion of other cases corresponding to other paradigms or variations of the paradigms used here, will enrich the knowledge acquired. There were a range of other issues that were not explored which could enrich the research. There were other issues that emerged and seemed interesting but again, given the constraints, were not fully explored. For example, the identification of the factors that influence the formation of consumer expectations. When the interviewees were asked, in an open ended question, what factors influence expectations, the  answer was unanimous: communication with other consumers. Nevertheless, other factors could have been further explored. It would be even more interesting to emphasize the importance of expectations in a pre and post-consumer, or take into account the role of emotions in the construction or development of satisfaction and dissatisfaction of the customer. Replication of this study could be carried out in different public transports, which may be compared with another company in the sector. Furthermore, it would be interesting if the theoretical relationship model proposed had an emotional and experimental element. This study could be performed in different scenarios, particularly in areas of different service industries, such as luxury hotels chains, or telecommunications network providers. In addition to providing other results, these would undoubtedly further enrich the data already available. Vol.4, No. 2, 2010 129 REFERENCES: [1] Andreassen, W. (1995), â€Å"(Di)satisfaction with Public Services: the Case of Public Transportation†, Journal of Service Marketing, Vol. 9, pp. 30-41. [2] Bolton, R. and Drew J. (1991), â€Å"A Multistage Model of Consumer Assessments of Service Quality and Value†, Journal of Consumer Research, Vol. 17, pp. 375-384. [3] Edvardsson, B. (1992), â€Å"Service Breakdowns, A Study of Critical Incidents in an Airline†, International Journal of Service Industry Management, Vol. 3, pp. 17-29. [4] Edvardsson, B. (1998), â€Å"Causes of Customer Dissatisfaction – Studies of Public Transport by the Critical Incident Method†, Managing Service Quality, Vol. 8, pp. 189-197. [5] Erevelles, S. and Leavitt, C. (1992), â€Å"A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction†, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 5, pp. 104-114. [6] Friman, M., Edvardsson, B. and Garling, T. (2001), â€Å"Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services†, Journal of Retailing and Consumer Services, pp. 95-104. [7] Garvin , D. (1984), â€Å"What Does Product Quality Really Mean?†, Sloan Management Review. [8] Grà ¶nroos, C. (1984), â€Å"A Service Quality Model and its  Marketing Implications†, European Journal of Marketing, Vol. 18, pp. 36-44. [9] Halstead, D., Hartman, D. and Schmidt, S. (1994), â€Å"Multisource Effects on the Satisfaction Formation Process†, Journal of the Academy of Marketing Science, Vol. 2, pp. 114-129. [10] Higgs, B., Polonsky, M., and Hollick, M. (2005), â€Å"Measuring Expectations: Forecast vs. Ideal Expectations. Does it Really Matter?†, Journal of Retailing and Consumer Services, Vol. 12, pp. 49-64. [11] Howard, J. and Sheth, J. (1969), The Theory of Buyer Behaviour, New York, John Wiley & Sons. [12] Johnston, R. (1995), â€Å"The Determinants of Service Quality: Satisfiers and Dissatisfiers†, International Journal of Service Industry Management, Vol. 6, pp. 53-71. [13] Juran, J. and Gryna, F. (1991), Juran, Controle de Qualidade, Handbook, Vol. 1, Sà £o Paulo, Makron Books do Brasil Editora. [14] Levitt, T. (1972), â€Å"Production-Line Approach to Service†, Harvard Business Review, pp. 41-52. [15] Liljander, V. (1999), â€Å"Customer Satisfaction with Complaint Handling Following a Dissatisfactory Experience with Car Repair†, European Advances in Consumer Research, Vol. 4, Bernard Bubois, Tina Lowrey, L. J. Shrum and Marc Vanhuele (Eds.), pp. 270-275. [16] Maddox, R. (1981), â€Å"Two-Factor Theory and Consumer Satisfaction: Replication and Extension†, Journal of Consumer Research, Vol. 8, pp. 97-102. [17] Miles, M. and Huberman, A. (1994), Qualitative Data Analysis: An Expanded Sourcebook, 2nd Edition, Thousand Oaks, Sage Publications. [18] Oliver, R. and De Sarbo (1988), â€Å"Response Determinants in Satisfaction Judgements†, Journal of Consumer Research, Vol. 14, pp. 495-507. [19] Oliver, R. (1996), Satisfaction: A Behavioral Perspective on the Consumer, New York, McGraw-Hill. [20] Parasuraman, A. Zeithaml, V., Berry L. (1985), â€Å"A Conceptual Model of Service Quality and its Implication for Future Research†, Journal of Marketing, Vol. 49, pp. 41-50. [21] Parasuraman, A. Zeithaml, V., Berry L. (1988), â€Å"SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality†, Journal of Retailing, Vol. 64, pp. 12-40. [22] Swan, J., and Combs, L. (1976), â€Å"Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, Vol. 40, pp. 25-33. [23] Tse, D. and Wilton, P. (1988), â€Å"Models of Consumer Satisfaction Formation: an Extension†, Journal of Marketing Research, Vol. 15, pp. 204-212. [24] Westbrook, R. (1987), â€Å"Product Consumption-based Affective Responses and Post Purchase Process†, Journal of Marketing Research, Vol. 24, 1987, pp. 258-270. [25] Westbrook, R. and Reilly, M.  (1983), â€Å"Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction†, Advances in Consumer Research, Vol. 10, Richard P. Bagozzi and Alice M. Tybout, Eds. Ann Arbor, M1, Association for Consumer Research, pp. 25661. [26] Yin, R. (1994), Case Study Research: Design and Methods, 2nd Edition, United States, Sage Publications. Received: 15.12.2009 Accepted: 05.05.2010 Open for discussion: 1 Year 130 F. Fonseca , S. Pinto , C. Brito

Anthem by Ayn Rand An Overview Essay

Anthem Essay Anthem by Ayn Rand is a most interesting novel filled with many different emotions, but one emotion Prometheus failed to encounter until later on in life was free will. He eventually learns the true meaning of freedom and how to cope with his stern intolerable society. Even though he is reprimanded unfairly for what is the best in him, Prometheus still has faith for what he is doing is right. Also change and progression might be an unnerving thing to the world council, but that won’t stop Prometheus from saving what’s left of his worlds past. Living and growing up in such a collectivist society, Prometheus never knew what it meant to truly feel free. Never knowing that his whole society had been deceived and doomed to corruption was a major disadvantage for Prometheus, but through it all he followed his heart and pulled through. He came to realize that he is free in almost all ways possible. Free to think, say, and feel what ever and whenever he wants. Ayn Rand writes â€Å"And we heard suddenly that we were laughing, laughing aloud, laughing as if there were no power left in us save laughter. † The theme in this quote is free will. Prometheus experiences free will after escaping to the uncharted forest, away from his unforgiving, unprogressive collectivist society. In this amazingly unique story Anthem a young man named Equality 7-2521, later known as Prometheus, has been neglected of the knowledge of his past and now lives in a never changing collectivist society in which he feels he does not belong. Being born too tall and too smart was no accident of fate, Equality I believe was born for a much bigger purpose. That purpose being to bring change to not just his small city but to the world, to bring something new into the spectrum of life. Equality believed he was cursed with having a mind much quicker than all his brothers and was reprimanded by his teachers for his actions. Rand says â€Å"It is not good to be different from out brothers, but it is evil to be superior to them. † Equality comes to learn that his transgression was really no transgression at all, but rather human nature, his way of freedom, and hos character. The one thing the world council fears the most is change and progression and this is exactly what Prometheus puts into play. All he wasn’t is to bring light to the world with his new invention, but the council fears what might happen if they let this change occur. The council can only see the bad in what he has done even though there is a profuse more amount of good in it. Fearing the suggestions of being lashed and burned until nothing was left; Prometheus runs to the uncharted forest for the council misread his good intentions as greed. Rand writes â€Å"How dare you think that your mind held greater wisdom than the minds of your brothers? † Prometheus only wants to better mankind and save it from its future corruption. Objectivism is the inimitable philosophic meaning of Ayn Rand in this novel. Metaphysics, epistemology, ethics, politics, and aesthetics are the five predominant aspects to objectivism. Each and every one of these aspects was acknowledged in almost every chapter of this book. Rand writes â€Å"Man is a rational being. Reason, as man’s only means of knowledge, is his basic means of survival. † This quote is coming from the aspect of human nature and is explicating that what a man truly knows is his life and what he will come to be. As you can see Anthem is a very compelling story with ethics, reason, romance, and so much more. Prometheus now recognizes how wrong his society had been in depriving himself and his brothers of the knowledge of their past. Also Prometheus comes to conceive why the best in him had been deemed as his sins and his transgression. Though through the hard times in his society Prometheus was different he could never just simply follow the crowd, in the end his dissimilarity could be the one thing his society needs to redeem their own transgressions.

Clinical Neuropsychology Final Essays

Clinical Neuropsychology Final Essays Clinical Neuropsychology Final Essay Clinical Neuropsychology Final Essay Purposes of neurophysiology Terminology What Can be Affected and How Purpose: To determine effects of damage. That is, the deficits, practical consequences, prognosis Client care and treatment planning: o Descriptive evaluation of: clients capabilities and limitations (take care of self? Finances? Driving? Job change needed? , psychological change, impact on self and others o Can retraining be useful? O Explaining to client diagnosis, alterations in behavior and abilities, and treatment plan o Help set realistic goals Provision of rehabilitation: assess and provide! O Individualized! Retraining? Medications, Inc side effects? Surgery? O Repeat testing to examine improvements o Evaluate effectiveness of treatment? Cost worth it? Brain Damage/ Dysfunction Consciousness/ Awareness Emotion/ Personality Attention Executive Functioning Cognition Receptive Memory/Learning Thinking Expressive Cognitive processes Receptive issues related to how we take in and integrate information Memory/ Learning issues related to how we maintain information in our brains and our ability to retrieve it Thinking issues related to the operations our brains perform on that information (organization, conceptualization, application) Expressive issues related to the communication of information or how we act on that information which ranges from alert to coma; disturbances usually reflect brain pathology; also can encompass awareness Activity rate- behavioral slowing common in brain damage, often appearing as slowed processing speed Attention- widely variable across and within individuals (think: fatigue, novel vs.. Typical); limited capacity; types: Focused/selective- concentration, this requires that we filter out extraneous stimul i o Sustained- maintaining attention o Divided- multitasking o Alternating- shifting focus Executive Functioning Set of processes that all have to do with managing oneself and ones resources in order to achieve a goal (I. E. AOL-directed behavior); the conductor of cognitive skills Mental control and self regulation o Planning and straightening o Decision-making o Organizing thoughts and activities o Proportioning tasks o Integrating and managing mental functions o Managing space and time Inhibition of habitual responses o Filtering out irrelevant stimuli Deficits o Diminished capacity for self-control: think impulsive, emotional liability/flattening, problems shifting attention Think hyperactive, careless, difficulty managing emotions o Difficulties in initiating behavior o Decreased/absent motivation (inertia) o Deficits in planning and completing activities needed to reach a goal o Think ADD Emotion/Personality Interplay between: 1. Direct result of damage, 2. Type and severity o f brain damage, 3. Personal and loved ones reactions to deficits e. G. Depression and anxiety Rigidity and COD traits- think getting stuck in current thoughts, no attention shifting Reduced social sensitivity Distinction- often result of frontal lobe damage, often not aware of behavior Lack of awareness, leading to less insight into effects of actions and not showing sensitivity Altered sexual drive and functioning Emotional liability o Pseudopodium state- brief intense affective episodes that are mood incongruent, person can usually identify a mismatch after o Under stress or fatigue, reactions mood congruent but out of proportion in both intensity and length

UPS Solutions Essays

UPS Solutions Essays UPS Solutions Paper UPS Solutions Paper What kind of Information and Services does the website provide for individuals, Small Business and Large Business? List these services. LIPS Trade Direct or Automated Shipment Processing. Explain how you or your business would benefit from the service. LIPS provides lot of services where the individuals, small businesses or large businesses benefit from their services. UPS delivers packages like mails and other documents to people and organization all around the world. LIPS through website provides the following services indicated below for the individuals, small and large businesses. Information about shipping of parcels ;LIPS Trade Direct (Air, Ocean, Cross Border) ;Tracking Freight (Air, Ocean, Ground) ; Store locations Individuals The website provides lot of information and services that are useful for the individuals when they want to ship their mails, packages across the country or worldwide. For example if an individual wants to deliver a parcel immediately without going to UPS and this ovule be the right solution for the individual to use the website. Individuals can create a shipment, calculate time and cost, schedule a pickup and find the UPS locations nearby. Individuals can do this by using the computer as well as with the mobile phone. LIPS allows the individuals o track their shipment by various means by using the track by number, track by reference, and track by email and by SMS tracking. It allows the customers to track on real time basis by using the website. Small and Large Businesses. 2. Go to the Business Solution portion of the LIPS website. Browse the LIPS business solutions by category (such as shipment delivery, returns or international trade) and write a description of all the services LIPS offered for the categories. UPS Returns Manage Returns Better and Improve Customer Experience Turn your returns process into a competitive advantage with the help of an industry leaderserve your customers better and create value with streamlined returns management and reverse logistics through SIPS, With UPS Returns, you gain greater control and visibility, so youre never surprised by an incoming return shipment. That perspective can increase your efficiency, let you react more quickly, and positively impact your bottom line. Your customers expect reliable returns, and meeting their needs can increase their loyalty to your business. LIPS Returns can help you: ; Ensure compliance by controlling speed and cost of inbound shipments ; Minimizes mistaken return shipments to the wrong warehouses or repair centers ; Create and deliver commercial invoices with return labels to international customers ; Forecast volume and adjust staffing around inbound returns ; Link shipment information directly into your customer service or warehouse operations ; Maximize fast recovery of high-value goods, before they become obsolete ; Your company is not billed for the transportation off Returns package until it is delivered. Shipping Packages Four Easy Steps to Preparing your Package It can be exciting when you receive a package, but disappointing it the contents re in less than perfect shape, Well show you how to properly box contents and label packages when you ship so your package contents arrive in good condition. Follow these four steps: ; Choose a box strong enough to hold the contents. That means it shouldnt have tears, rips, bends, or other damage. You can use your own box or UPS packaging supplies Ideally, youll want to use a new corrugated box. ; Select and use proper cushioning materials for package contents. Wrap items individually and surround them with bubble sheeting and recyclable or foam loose-fill materials. Content should not directly touch the inside of the shipping box. ; Securely seal your package. Use pressure-sensitive plastic or nylon reinforced tape thats at least 2 ninja. 08 CM wide. ;Properly label your package. Include full shipping instructions such as postal codes, apartment numbers or Other information that will help with delivery. LIPS online shipping can help you complete your label. Make sure to place the label on top of the package and remove any old labels or cross out old markings. Secure the label and avoid placing it on box seams or tape. International Services Reaching new customers and providers internationally is easier with an experienced global shipping expert like LIPS. Whether you need an economical shipping option or the fastest possible service for urgent shipments, we can provide a solution for international shipments of any size. Is Speed What You Need? For your shipments that need to arrive as quickly as possible, LIPS offers on-time express services, typically with options for morning or end of day delivery. Time in transit typically ranges from one to three days depending on the origin and destination countries. Need an Economical Solution? For less-urgent shipments, even those that require reliable, day-definite delivery, we have services that offer an excellent alternative for your Time in transit typically ranges from two to five days, depending on origin and destination. Making a good first impression is easy with world-class LIPS services working for you. Good impressions mean more clients in new markets for your business, and faster growth around the world. 3. Explain how the website helps UPS achieve some or all Of the strategic business objectives we describe. What would be the impact of UPS s business if this website.

Keegan v Newcastle United Football Co Ltd Essay

Keegan v Newcastle United Football Co Ltd - Essay Example 2million in addition to interest which will be assessed if the parties do not agree. In the United Kingdom, Constructive dismissal is covered under the Employment Rights Act 1996 (Prichard, 2005, p. 15) Facts Mr Keegan was appointed the Manager of the Club (for the second time) under a written Contract signed and dated 16 January 2008. The then Chairman of the Club, Chris Mort, had approached him about the position a few days earlier, and asked him to meet Mike Ashley (the owner) before deciding whether to take up the appointment. Therefore, a meeting was arranged to take place on 16 January 2008 in London; in attendance were Mr Keegan, Mike Ashley, Mr Mort and Tony Jimenez. After lengthy negotiations and discussions, the Contract was signed between Mr Keegan and the Newcastle United Football Club, and Mr Keegan was appointed the Manager of the Club at an initial salary of ?3million per annum. The primary case for Mr Keegan is under the contract’s terms. Before the signing of the contract, they had agreed that he was to have the final say, and this is the basis on which he signed the contract on. Also, he asserts that at this meeting, Messrs Ashley, Jimenez, and Mort has expressly assured him that he would have the final say. However, the Newcastle Club argues that nothing was expressly said at the meeting regarding whether Mr Keegan will have the final say. In the case, the Club argues that Mr Keegan was told that there was a possibility that Dennis Wise (who was the then Manager of Leeds), would be appointed to this post. As such, the Club argue that under this structure, Tony Jimenez and the Director of Football would be responsible for recruitment of players and they would have the final say, not Mr Keegan. There are several events that culminated to the resignation of Mr Keegan on 4 September 2008. On 30 August 2008, almost at the end of the transfer window Mr Keegan was telephoned by Mr Wise and was told that he had a great player for the Club to s ign, namely Ignacio Gonzalez, and therefore he should look him up. Mr Keegan tried to do a background search about the player and could not even locate him on the internet and so was not satisfied that he will make a good player. Notwithstanding the fact that Mr Keegan had made it clear to Mr Wise, Mr Jimenez and to Mr Ashley that he strongly objected to the signing of Mr Gonzalez, the Club went ahead with the deal and the transfer was concluded on 31 August 2008. The Club defended its move as being motivated by commercial interests of the Club. The Club described these commercial interests as: the signing of the player on loan would be seen as a â€Å"favour† to two South American agents who were influential and would look Club favourably in the future. Whereas it is clear that Mr Keegan had concerns concerning the nature of this deal, his primary objection to it was that it breached the term of his contract by which he, as the Manager, would have the final say. Mr Keegan st ated that despite several attempts by both sides to find a way forward, there seemed to be no headway and he thus concluded that he had no option but to leave the Club. Legally, Mr Keegan argued, the Club had breached

Corporatocracy Personal Statement Example | Topics and Well Written Essays - 250 words

Corporatocracy - Personal Statement Example The wealthy elite have the capacity to bribe government officials because of their financial clout; thus, they are able to rule the society. This to me is a system that does not benefit the currently struggling American family. As a Pakistani national who belongs to one of the influential political families in the country, being politically victimized in the late 1990s by the government provided the impetus for one’s decision to delve into the Foreign Service career. One decided to live in New York for the past two years to pursue higher education. I have witnessed western politics during this span of time and had the opportunity to compare Western politics and the ruling corporatocracy. The greed and tyranny of corporatocracy pushes the economy further down because it only benefits corporate executives and politicians. Their very existence is driven by selfish interests and therefore failed to consider social responsibility and utilitarianism. If corporations are not able to achieve the profit that they want because of legal impediments, their preferred option is to give unlimited campaign donations to politicians who can push for legislations that will benefit their companies. Hopefully, a career in Foreign Service will be my stepping stone towards the achievement of both personal and professional goals of trying to educate and convince people in corporations and governments, as well as the general public, that corporatocracy is not the answer to the economic and financial woes of the