TEXTBOOK CJ2012 FAGIN-Explain the difference between the crime control Essay

TEXTBOOK CJ2012 FAGIN-Explain the difference between the crime control model and the due process model of justice - Essay Example This model emphasizes efficiency and speed in the administration of criminal justice process. The advantages of reducing crime rates outweigh any possible costs to rights of the individual. Due Process Model accords priority on the right and freedom of human beings to be protected and sheltered from the power of the government. Values of this model seek to ensure that the state should prove a person’s guilt within a process designed to safeguard and protect personal liberties as itemized in the Bill of Rights. Basically, the difference between these two derives from the fact that crime control model places emphasis on the prosecution of criminals, while the due process model focuses on restricting and limiting the scope of rules and laws by stressing more on personal freedoms and liberty. Besides, the crime control model pays attention on putting the criminal away, defending the innocent people. The due process, on the other hand, considers the rights of the accused person and rehabilitation. The courts incline more towards the due process model, which even supports the accused persons by securing their freedom and rights, to promise that every individual’s rights and freedom are protected as stated in the Bill of Rights. Enforcement inclines in the direction of the model of crime control; they treat arrest as if they were already culpable; largely emphasizing on prosecution, arrest and conviction of those who have broken the law. The due process models needs to guarantee that every person is protected under 8th Amendment and the 4th Amendment, which allows no illegal and unlawful search and seizure. The rights should be put aside for the purpose of maintaining purpose of security and criminal justice manners. On the other hand, sometimes one has to give up his or her right for the advantage of society as a whole. The justice system in US is a complex one and sometimes it becomes difficult to distinguish between the innocent

Theoretical Model Analysis Assignment Example | Topics and Well Written Essays - 1250 words

Theoretical Model Analysis - Assignment Example Lydia Eloise Hall was born in New York City on September 21, 1906 (Currentnursing.com, 2012); she received her basic nursing education in 1927, her Bachelors in Public Health Nursing in 1937, and her Masters in teaching Natural Sciences in 1942 (Banda, Amadasun, Angoma & Howe, 2009). Lydia Hall established and directed the Loeb Center for Nursing and Rehabilitation at Montefiore Hospital in the Bronx from 1963 to 1969 (ANA, 2013). It was at the Loeb Center for Nursing and Rehabilitation in the late 1960’s that Hall developed her theory, known as Care, Core, and Cure. â€Å"She postulated that individuals could be conceptualized in three separate domains: the body (care), the illness (cure), and the person (core)† (Nurses.info, 2010). These separate domains, or aspects of the person as a patient were envisioned as overlapping circles, and that each circle influenced the others. Hall stated that â€Å"Everyone in the health professions either neglects or takes into consi deration any or all of these, but each profession, to be a profession, must have an exclusive area of expertness with which it practices, creates new practices, new theories, and introduces newcomers to its practice† (Parker, p. 117). ... s exclusive to nursing, and while nurses played a part in the other two circles, they shared those circles with other professions and the patient themselves. The core aspect of the theory focuses on the patient themselves, and the relationship that the professionals who are working with the patient have with the patient themselves. Nurses share this circle with all of the helping professions that have a relationship with the patient; it emphasizes â€Å"the social, emotional, spiritual, and intellectual needs of the patient in relation to family, institution, community, and the world† (Nursing Theories, 2013). Essentially, the core aspect helps the patient learn what their role is in the healing process, and works to provide the patient with enough information to be able to make an informed decision in regards to their situation. The care aspect of the theory focuses on the hands on bodily care of the patient, and is considered by Hall to be exclusive to the nursing practice. It is comprised of the teaching and learning activities, and the patient may explore and share their feelings with the nurse; the nurse’s goal is to comfort the patient. It is considered to† include the â€Å"motherly† aspects of care, which comprises of helping the patient meet their needs, where help is needed.† â€Å"Hands on care for patients produces an environment of comfort and trust and promotes open communication between nurses and patients† (Nursing Theories, 2013). The third and final aspect of the theory is the cure aspect. It consists of the application of medical knowledge. It is based on the pathological and therapeutic sciences. The nurse is the patient’s advocate with the other disciplines that may be included in this circle. The nurse assists the patient in their

Hrm approaches in different work systems

Hrm approaches in different work systems HRM Approaches in different Work systems: A comparison between manufacturing plant and call centre of high street bank Ting Wang As Peter Boxall and John Purcell (2008) mentioned in literature, work system refers to â€Å"choices about what work needs to be done, about who will do it, and about where and how they will do it†. Each work system contains its features to interact with operation choices as well as HR management. This paper mainly focus on the relationship between work systems and strategies of HR, especially in comparing 2 different types of work systems and their corresponding approaches to HR. I will explain this in the main 2 parts follow a 3-step-way: environment analysis, work system and HR approaches. Approaches to in manufacturing plant Assume there is a new, high technology and capital intensive manufacturing plant in York. Since the plant is a new entrant in the industry, its aim is basically cost control and expending market share. The capital intensive, high technology feature and cost control demand determine the plant has to limit the number of employees and enhance their abilities and efficiency in work. As we can see, the plant is a typical model of manufacturing firms. Manufacturing industry initially employed low paid labors to accomplish simply, repeated work and without a basic knowledge requirement. It was argued by Watson (1986) that workers were machines using motor not mental skills. As the technology developed rapidly these years in manufacturing industry, machines can mostly take over the jobs done by labors and push the employees to another level called â€Å"high involvement† (Lawler, 1986), and other similar approaches as â€Å"high commitment† (Arthur, 1992), â€Å"high performance† (Huselid, 1995) or â€Å"sophisticated† (Koch and McGrath, 1996). James, Chester and Robert (2002) concluded former literatures and described high involvement work systems (HIWSs) being utilized by provide employees skills, information, motivation, and latitude to gain the work forces competitiveness. The high involvement approaches was discussed by Vandenberg, Richardson and Eastman (1999) based on Lawler (1986) high-involvement work processes, which contains 4 factors as â€Å"PIRK† model. In â€Å"PIRK† model â€Å"P† stands for power, â€Å"I† means information, â€Å"R† refers to reward and â€Å"K† is defined as knowledge. By this means, a set of HR approaches can be generated through enhance each variable of â€Å"PIRK† to achieve final outcomes. For instance, training opportunities can be used as a HR approach to enhance employees knowledge and directly improve their abilities to solve problems. This is a direct way of using the model as Batt (2002) mentioned in his work, and the indirect way influence employees motivation and satisfaction to make them feel comfort and safe at work. In general, the HR approaches can be used in a manufacturing plant includes the following key practices: 1. Teamworking. As we mentioned before, the plant is highly concentrated on making use of technology and capital resources, teamworking is a chance for employees to get involved in important events in the plant. It can affect workers in organizational commitment, work satisfaction as well as knowledge improvement. 2. Advanced training. The plant has needs on innovation and product design to compete in the market as a new comer, therefore the training has to be of some technical level which is firm-related and more difficult than general training. Advanced training can better helps employees to gain information and knowledge, and reduce the chance of turnover. 3. Incentive practices. In a newly plant, if there is extra budget can be used on rewards, there should have some incentive practices. Not only this method can motivate employees to devote more, but also it can enhance their responsibilities to the plant, if the rewards are actually shares of the plant. There are much more approaches can be used in this plant to improve performance, however, the effectiveness still becomes an uncertain question, since there is no measurements to evaluate the whole process. Approaches to call centre for a high street bank In comparison, we imagine there is a call centre to be established for a high street bank. Bank industry is more of service-oriented, call centre in a high street bank is not expected to bring about profit directly. The employees responsibilities are to solve problems that already happened in the past or expected to be happened in the future. They give the answers from a wide-ranging question bank which contains the frequent asked questions and edgy questions. All of them attached answers below so that the operators on the phone can answer different questions with in a short time. Besides the answers, operators from the call centre also needs to be use properly words, expressions, tunes, and strictly follow a standardized formula to do the whole telephone communications. The features of call centre determined the employees they wanted are more general background, better in communication just like a good listener with excellent understanding and ability of oral expression. Service market is more labor intensive compared to manufacturing industry, and call centre can be categorized into the â€Å"Tightly Constrained† work systems, according to Herzenberg (1998)s typology of work systems. Herzenberg describe this type of service as â€Å"high volume, low cost, standardised quality, tight task supervision, low to moderate formal education of workers, and limited training†. Boxall (2003) followed Herzenbergs work and defined 3 types of competition and work organization in private sector services. Based on his definition, call centre belongs to â€Å"Massive service firms† which related to a mix of mass markets and higher value-added segments. There are significant differences in HR strategies between a high-tech manufacturing plant and a high street call centre. Though Boxall (2003) pointed out that firms aim for high-valued segments in services are more likely to use HIWSs approach in HRM, a call centre still can not fit the HIWSs very well. One of the reasons as I mentioned before is that call centre â€Å"is not expected to bring about profit directly†. In this case, even if using HIWSs to improve service quality and enhance employees happiness index can be worked out, that wont generate extra profit for the bank. Customers may choose another bank since they discover their current bank really disappointed because of a poor quality telephone service, but they are less likely to choose a bank just based on its perfectly high level of telephone service. After examined the features and work system of call centre, a figure (Figure 1) will be given out to illustrate the properly approach of HRM which is suggested to be adopted by a call centre manager. The figure contains both the approaches and requirements. Left side stands out the key approaches of HR which match the middle and right features of employees. Key HR approaches Employee competency Employee commitment General training; Communications; Performance appraisal; Standardized behavior; Communication skills Stress level; Work balance; Figure 1: Approaches used in call centre The HR approaches are used to enhance either employee competency or commitment to achieve further outcomes. They looks much simpler compared with manufacturing plant, that is because the two firms have different features and outcomes. Conclusion It is obviously that a manufacturing plant adopts different HR approaches compared with a call centre. The reasons are various and hard to distinguished, since there are so many factors inside or outside the firms and interact with each other all the time. However, there are three main reasons affect the HR management within different work systems. First one is production factor. Whether the firm is capital intensive or labor intensive determines the scale and cost of employees as the former tends to hire fewer employees with high requirement and the latter tends to keep adequate employees with general knowledge backgrounds. The second factor is product differentiation. An industry which requires highly differentiation product the information and knowledge is needed all the time therefore the HR approach in training is intensive and specialized so that the worker can apply it to work and enhance performance. By contrast, a call centre offers almost the same service to different custo mers; therefore the training approach is more basic and contains rules, regulations to achieve consistency and homogeneity. The third factor is profitability. Profitability differs in specific types of positions; a research department manager in manufacturing plant usually generates more profits than a telephone operator in call centre. In that case the manager will gain job satisfaction through rewards and involvement in business decision making, whereas the telephone operator may feels less satisfied in work and has turnover intention. The reason is simply because firms need to keep profitable employees stable and ignore or pay less attention on the common employees without competitive advantage. The 3 factors reflects how the work system and HR aims combined together to affect HR approaches. These approaches, however, meet a major challenge of measures. Previous literatures like Arthur (1992, 1994), Huselid (1995), James, Chester and Robert (2002) did empirical work on measures to evaluate effectiveness of HR approaches. James, Chester and Robert (2002) state the relationship between a differentiation-oriented competitive strategy and its performance is positive. Whether all these approaches and measurements can be trusted in the bounds of good sense or practicality is a big issue we should focus on the future.

An Analysis of ?The Life and Murder Trial of Xwelas, a S?Klallam Woman :: essays research papers fc

Walking next to his father through the woods on a cool winter day, young Mason hears the sound of a bullet entering his father’s body. As he looks ahead, he sees his mother, Xwelas, lower a shotgun. In the essay The Life and Murder Trial of Xwelas, a S’Klallam Woman, Coll-Peter Thrush and Robert H. Keller, Jr. recall the events before, during, and after the murder of George Phillips, a Welsh immigrant killed by his native wife. Xwelas’ the life before the murder, the actions which provoked Phillips’ death, and how the trial was influenced all help to describe the unusual history that took place in the seventeenth century.   Ã‚  Ã‚  Ã‚  Ã‚  Xwelas’ had an unstable past that may have contributed to the anger toward George Phillips. In the mid-1800’s, there were several reasons that it was important to marry a person of a different race. â€Å"†¦The threat of slavery, depopulation due to disease, and the breakdown of traditional ways, could have encouraged a young Indian woman to seek relative refuge in marriage with a white man, miles from her home (272).† Xwelas married a man named Edmund Clare Fitzhugh, a native of Virginia who practiced law. After giving birth to two sons, Mason a Julius, Edmund found that home life was dull. He suddenly left for Seattle, leaving Xwelas to herself. However, she married William King Lear, an immigrant from Alabama. After bearing his son, Lear abandoned his family after learning that a relative died. He did not return for more than twenty years. Finally, Xwelas found a common laborer, much less of a public figure than her last two husbands. The authors of the essay write: â€Å"†¦As a forty-year-old woman with three children fathered by two different men, Xwelas may have been considered ‘used merchandise’ by potential white suitors and by tribal leaders looking for strategic marriage alliances. Or perhaps there may have been a romantic attraction between Xwelas and [Phillips]. For whatever reasons, Xwelas married George Phillips on 9 February 1878.† (273) Xwelas’ marriage to Phillips seems to have been the worst of her three marriages. Several accounts describe his alcoholism and violent rages. His beatings of Xwelas often drew the attention of neighbors, however, she sometimes tried to fight back, using weapons such as oars. By Christmas of 1878, she was pregnant with her fourth child. The rocky relationship status between Xwelas and George Phillips provoked the fatal events on Christmas Day.

Catering operations

Patrons will be able to book on the internet the time they would prefer their food to be served. Well trained front of the house staff should take reservations, after reservations are done patrons should e welcomed to the restaurant and escorted to their tables and staff should hold chairs for women. I will make sure that all front of the house staff that is going to serve the food should know all the dishes and the ingredients in them. Waiters and waitress should be able to dish food on the tables and defining the fish when It Is served.Linen should always be clean and must be changed If a patron leaves the table. Bar will make sure that my bar Is always stocked with the best wines, that can be paired with the dishes on menu for example champagnes, brandy, liquors, splats, ciders, lagers and the best coffee. I will employee an experienced manager who is experienced to run both the bar and the kitchen. Atmosphere: I will use the best available fine china, glassware and flat ware. Cla ssic music should be played not too loud to overpower the patron's conversation and the lights should be dimmed (romantic).I am going to produce Italian food, because it is health. The food is not too refined and it contains nutrients that help to reduce some chronic diseases. Fresh fruits and vegetables are important in traditional Italian cuisine. Many vegetables, fruits and herbs that are used in Italian dishes, such as tomatoes, spinach, leafy Renee, citrus fruit, onions and garlic contain low calories and fat. The food Is high In nutrient value, Like vitamin A which is good for healthy balloons and iron which transport oxygen throughout the body and Is essential for chemical reactions In the body.Dietary fiber Is always available In traditional Italian cuisine and It Is health and good for the digestive system. Fiber also reduces blood cholesterol levels, maintains sources of healthy fats. Olive oil and seafood contains omega-3 fatty acids that helps to prevent heart diseases a nd reduces blood pressure. Eating fresh tomatoes educes the risk for prostate cancer. I have chosen Italian food because I have experience in cooking the dishes and making pizzas . 1 have been working in Italian restaurant for long and I feel I will have enough knowledge about the dishes.Italian food is one of the best cuisines in the world and it also cheap and easy to cook. I am going to use ala carte menu because patrons have: Choice of food – Ala carte have an advantage of having a wide range of dishes with a flexible menu. I make my restaurant have ala carte menu with at least three dishes to choose from per course. This will be an advantage because a variety will tend to please all customers. Price – Ala carte menus are clearly priced from starters to deserts. These will an advantage as the customers will know exactly the cost of their dishes.Meals are priced according to the ingredients used for example vegetarian dishes will be cheaper than the meat dishes. Cus tomers will know the cost before ordering the food, which prevent customers from being presented with unexpected bill at the end of dining Flexibility -A la carte menus have the advantage of being flexible. Ala carte meals also cater for a wide range of customers with efferent needs. Starters and side orders are sold at low prices than the mains which can substitute for a meal for other customers.For so customers who require more food, they can order as much as they want for example they can order two deserts instead of one. Customers are free to order exactly the food they want. A la carte menus are at an advantage to the fixed price because customers can order what they want at the quantity they want and won't feel like they are they have been over charged. I will employee two chef De Patti, an apprentice commits chef and two kitchen porters. I will be the head chef of the restaurant.Since the restaurant will be opening 6 days a week and closed on Mondays, one chef De Patti will b e working three days a week(to cover me when I am off, to cover another chef De Patti and to cover the commits chef when he is of unless when it is busy that's when he/she can work. On the kitchen porters, one will be part time to cover if the other one is off, he/ she can work if the restaurant is busy. Hiring apprentice, the company will benefit from wage subsidies from the government. The company will also benefit in training the chef on how to cook the dishes.Kitchen staff hierarchy will be as follows; will train my staff on how to cook the dishes and ways to avoid wastage of food. I will be responsible for ordering stock and monitoring the stock level dairy. In the kitchen during services I will be cooking main courses, plating and sending the food. On busy days when they is another chef De Patti, my duties will be calling out orders, plating the food and garnishing the food. Chef De partier will be responsible for preparing main course dishes, cooking starters and he/she can h elp anyone in the kitchen if he/ she does not have work to do.He/she can also make desserts if the commits chef is busy doing other Jobs. The commits chef will do cold starters, pizzas and he can also do desserts. Kitchen porter will be responsible for washing the plates, cutlery, cleaning of the kitchen, helping the commits chef with Jobs like washing and peeling of vegetables. They are so many factors that I looked at when I made my menu. One of the factors is Availability of foods; I looked at the ingredients that I can get in the local market . 1 have also consider ingredients in the season. Food habits; I have also done a survey to see the kind of food people prefer to eat.I also considered the culture, traditions and beliefs. Patrons prefer to dine where their beliefs and practices are not violated. Budget; I also took into consideration when I was doing the menu. I avoided food that does not last for long. I looked at dishes that I will spend less money to buy them but brings more money. Time available; food preparation must meet deadlines. Quick service is one good asset in the catering industry. Customers must be served with their order in a short period of time. Type of customers; when I came up with the menu I considered the type of customers I will e serving.I will be mainly serving a wide range of people so the menu will cater for different people Dietary requirements; I have also considered people with special dietary needs like vegans, vegetarian, vivo-lacertian, lacertian, nut allergic, diabetic and celiac. Weather; during summer months the restaurants will provide outdoor table and the menu will change to differentiate from summer and winter. Occasions; the menu will cater for different occasions for example during Christmas, Christmas dinners will be served. Staff and facilities; to make the menu I have considered the Taft I will have to employ in order to cook the food.There must be appropriate facilities for staff to work on. The layout in the kitchen makes it easy for staff to work on efficiently. Marketing of the menu; I will be changing the menu every two weeks, so the new menu needs to be marketed. I will market my menu using marketing strategy like inviting well known customers for tasting, hiring someone to distribute leaflets to businesses and community, Joining companies like group to do the marketing for you, using local newspaper to market the menu and using billboard and put it outside the restaurant.

Water Salinity Water Quality Guidelines Environmental Sciences Essay

Phosphate will excite the growing of plankton and aquatic workss which provide nutrient for larger beings, including: zooplankton, fish, worlds, and other mammals. A Plankton stand for the base of the nutrient chain.A Initially, this increased productiveness will do an addition in the fish population and overall biological diverseness of the system.A But as the phosphate burden continues and there is a build-up of phosphate in the lake or surface H2O ecosystem, the aging procedure of lake or surface H2O ecosystem will be accelerated. A The overrun of lake or H2O organic structure can take to an instability in the food and stuff cycling process.A Eutrophication, is enhanced production of primary manufacturers ensuing in decreased stableness of the ecosystem.A Excessive food inputs, normally nitrogen and phosphate, have been shown to be the chief cause of eutrophication over the past 30 old ages. This aging procedure can ensue in big fluctuations in the lake H2O quality and trophic pos ition and in some instances periodic blooms of blue-green algae. In state of affairss where eutrophication occurs, the natural rhythms become overwhelmed by an surplus of one or more of the followers: foods such as nitrate, phosphate, or organic waste. The concentration of algae and the trophic province of lakes correspond good to P degrees in H2O. The system so reacts by bring forthing more phytoplankton/vegetation than can be consumed by ecosystem. This overrun can take to a assortment of jobs runing from anoxic Waterss ( through decomposition ) to toxic algal blooms and lessening in diverseness, nutrient supply and home ground devastation. Eutrophication as a H2O quality issue has had a high profile since the late eightiess, following the widespread happening of bluish green algal blooms in some fresh Waterss. Some bluish green algae can at times produce toxins, which are harmful to worlds, pets and farm animate beings. Under aerophilic conditions ( presence of O ) , the natural rhythms may be more or less in balance until an surplus of nitrate ( N ) and/or phosphate enters the system. At this clip the H2O workss and algae Begin to turn more quickly than normal. As this happens there is besides an extra dice off of the workss and algae as sunshine is blocked at lower degrees. Bacteria attempt to break up the organic waste, devouring the O, and let go ofing more phosphate which is known as â€Å" recycling or internal cycling † . Some of the phosphate may be precipitated as Fe phosphate and stored in the deposit where it can so be released if anoxic conditions develop. Water PH The pH value determines whether H2O is difficult or soft. The pH of pure H2O is 7. In general, H2O with a pH lower than 7 are considered acidic, and with a pH greater than 7, basic. The normal scope for pH in surface H2O systems is 6.5 to 8.5 and for groundwater systems 6 to 8.5. Alkalinity is a step of the capacity of the H2O to defy a alteration in pH that would be given to do the H2O more acidic. The measuring of alkalinity and pH is needed to find the corrosiveness of the H2O. In general, H2O with a low pH ( & lt ; 6.5 ) could be acidic, soft, and caustic. Therefore, the H2O could incorporate metal ions such as Fe, manganese, Cu, lead, and Zn†¦ or, on other words, elevated degrees of toxic metals. This can do premature harm to metal piping, and have associated aesthetic jobs such as a metallic or rancid gustatory sensation, staining of wash, and the characteristic â€Å" bluish green † staining of sinks and drains. More significantly, there is wellness hazards associated with these toxins. The primary manner to handle the job of low pH H2O is with the usage of a neutralizer. The neutralizer feeds a solution into the H2O to forestall the H2O from responding with the family plumbing or lending to electrolytic corrosion. A typical neutralizing chemical is soda ash. Neutralizing with sodium carbonate ash, nevertheless, increases the Na content of the H2O. Water with a pH & gt ; 8.5 could bespeak that the H2O is difficult. Difficult H2O does non present a wellness hazard, but can do aesthetic jobs. These jobs include an alkali gustatory sensation to the H2O, formation of a sedimentation on dishes, utensils, and wash basins, trouble in acquiring soaps and detergents to flog, and formation of indissoluble precipitates on vesture. While the ideal pH degree of imbibing H2O should be between PH 6-8.5, the human organic structure maintains pH equilibrium on a changeless footing and will non be affected by H2O ingestion. For illustration our tummies have a of course low pH degree of 2 which is good acid that helps us with nutrient digestion. A pH scope of 6.0 to 9.0 appears to supply protection for the life of freshwater fish and underside home invertebrates Turbidity Turbidity is a chief physical feature of H2O and is an look of the optical belongings that causes visible radiation to be scattered and absorbed by atoms and molecules instead than transmitted in consecutive lines through a H2O sample. It is caused by suspended affair or drosss that interfere with the lucidity of the H2O. These drosss may include clay, silt, finely divided inorganic and organic affair, soluble coloured organic compounds, and plankton and other microscopic beings. Typical beginnings of turbidness in imbibing H2O include the undermentioned ( see Figure 7-1 ) : A · Waste discharges ; A · Runoff from water partings, particularly those that are disturbed or gnawing ; A · Algae or aquatic weeds and merchandises of their dislocation in H2O reservoirs, rivers, or lakes ; A · Humic acids and other organic compounds ensuing from decay of workss, foliages, etc. in H2O beginnings ; and A · High Fe concentrations which give Waterss a rusty-red colour ( chiefly in land H2O and land H2O under the direct influence of surface H2O ) . A · Air bubbles and atoms from the intervention procedure ( e.g. , hydrated oxides, lime Softening ) Simply stated, turbidness is the step of comparative lucidity of a liquid. Clarity is of import when bring forthing imbibing H2O for human ingestion and in many fabrication utilizations. Once considered as a largely aesthetic feature of imbibing H2O, important grounds exists that commanding turbidness is a competent precaution against pathogens in imbibing H2O.Turbidity ‘s Significance to Human HealthExcessive turbidness, or cloud cover, in imbibing H2O is aesthetically unsympathetic, and may besides stand for a wellness concern. Turbidity can supply nutrient and shelter for pathogens. If non removed, turbidness can advance a regrowth of pathogens in the distribution system, taking to waterborne disease eruptions, which have caused important instances of stomach flu throughout the United States and the universe. Although turbidness is non a direct index of wellness hazard, legion surveies show a strong relationship between remotion of turbidness and remotion of Protozoa. Dissolved O Dissolved O analysis measures the sum of gaseous O ( O2 ) dissolved in an aqueous solution. Oxygen gets into H2O by diffusion from the environing air, by aeration ( rapid motion ) , and as a waste merchandise of photosynthesis. When executing the dissolved O trial, merely grab samples should be used, and the analysis should be performed instantly. Therefore, this is a field trial that should be performed on site. Environmental Impact: Entire dissolved gas concentrations in H2O should non transcend 110 per centum. Concentrations above this degree can be harmful to aquatic life. Fish in Waterss incorporating inordinate dissolved gases may endure from â€Å" gas bubble disease † ; nevertheless, this is a really rare happening. The bubbles or emboli block the flow of blood through blood vass doing decease. External bubbles ( emphysema ) can besides happen and be seen on fives, on tegument and on other tissue. Aquatic invertebrates are besides affected by gas bubble disease but at degrees higher than those deadly to angle. Adequate dissolved O is necessary for good H2O quality. Oxygen is a necessary component to all signifiers of life. Natural watercourse purification processes require equal O degrees in order to supply for aerophilic life signifiers. As dissolved O degrees in H2O bead below 5.0 mg/l, aquatic life is put under emphasis. The lower the concentration of O, the greater the emphasis. Oxygen degrees that remain below 1-2 mg/l for a few hours can ensue in big fish putting to deaths. Water temperature Why is H2O temperature of import? Most aquatic beings are inhuman, intending they are unable to internally modulate their nucleus organic structure temperature. Therefore, temperature exerts a major influence on the biological activity and growing of aquatic beings. The higher the H2O temperature, the greater the biological activity. Fish, insects, zooplankton, phytoplankton, and other aquatic species all have preferred temperature ranges. As temperatures get excessively far above or below this preferable scope, the figure of persons of the species decreases until eventually there are few, or none. For illustration, we would by and large non anticipate to happen a thriving trout piscary in pools or shoal lakes because the H2O is excessively warm throughout the ice-free season. Temperature is besides of import because of its influence on H2O chemical science. The rate of chemical reactions by and large increases at higher temperature, which in bend affects biological activity. An of import illustration of the effects of temperature on H2O chemical science is its impact on O. Warm H2O holds less O that cool H2O, so it may be saturated with O but still non incorporate adequate for endurance of aquatic life. Some compounds are besides more toxic to aquatic life at higher temperatures. Temperature is reported in grades on the Celsius temperature graduated table ( C ) .

You Earn What You Ask For

You Earn What You Ask For I was chatting with a reader not long ago, and she brought up the age-old complaint about entities asking writers (or any sort of artist) to present for freefor the exposure. Her words were these: our culture places little or no value on volunteer work, despite the lip-service given it. So, the covert message is that if you the performer, artist, service provider, etc. do not value your services enough to put a price on them, the client wont either. The lesser the value you place on yourself, the greater the disrespect you receive from your client. Ive written entire editorials on that subject, but she hit the nail on the head. People not only get what they pay for, but earn what they ask for. A few people will get their feathers ruffled. Not me or I know a lot of exceptions to that, but the grand majority of people see free as something of lesser value; otherwise, it wouldnt be cheap. And if something costs more, there usually has to be a reason. Ive turned down conferences and appearances for not compensating well enough. The initial gut reaction is to worry that youve declined an opportunity. We tend to be a group of creators that jumps at the chance to be read/seen anywhere, but that small feeling of panic about In the long run, you deem what you are worth, and the more you give it away, the lower your stock value.

Free Essays on People Watching

People Watching â€Å"Coffee, black, no cream!† I have had a lady say this phrase. She was a very rude lady because when I arrived at her table she yelled it at me. Serving can be a stressful job and it can be a rewarding job as well. It can be a boring job sometimes. I think it is a great job for when you are going through school, the hours are meager yet the money is plentiful. The best part about serving in my opinion is all the people I get to meet. It opens ones mind to so many different aspects of life. One would never think that some people could do the things that they do. I think you can classify people into five groups. Some people may fit into more than one group and some only in one. There are nice people, picky people, cheap people, old people and Bad Tippers. Nice people are probably the least stressful to serve. They understand that the server is doing the best they can at any given moment. They are the when-ever-you-get-a-chaners. Some nice people are Bad Tippers. They will show so much appreciation and still leave 10%. Sometimes it is not their fault though, they were never taught. Nice people are usually the ones that make serving worthwhile even if the tip was poor. I like serving nice people. There is a guy that always comes in to my restaurant and orders the same thing every time. When I see him getting sat in my section I automatically put the order in the computer so that he can get his meal as fast as possible. He always gets two eggs over medium with steak fries, four pieces of white toast dry and a coke no ice. I get the food to him in about 2 minutes of him sitting down and he leaves a five or six dollar tip every time. Picky People. Why order something if it is going to be changed into a whole different meal? It makes a servers job about as stressful as it can get, especially when they are busy. A mild case of this comes to mind, a Mexican couple go to the restaurant I work fo... Free Essays on People Watching Free Essays on People Watching People Watching â€Å"Coffee, black, no cream!† I have had a lady say this phrase. She was a very rude lady because when I arrived at her table she yelled it at me. Serving can be a stressful job and it can be a rewarding job as well. It can be a boring job sometimes. I think it is a great job for when you are going through school, the hours are meager yet the money is plentiful. The best part about serving in my opinion is all the people I get to meet. It opens ones mind to so many different aspects of life. One would never think that some people could do the things that they do. I think you can classify people into five groups. Some people may fit into more than one group and some only in one. There are nice people, picky people, cheap people, old people and Bad Tippers. Nice people are probably the least stressful to serve. They understand that the server is doing the best they can at any given moment. They are the when-ever-you-get-a-chaners. Some nice people are Bad Tippers. They will show so much appreciation and still leave 10%. Sometimes it is not their fault though, they were never taught. Nice people are usually the ones that make serving worthwhile even if the tip was poor. I like serving nice people. There is a guy that always comes in to my restaurant and orders the same thing every time. When I see him getting sat in my section I automatically put the order in the computer so that he can get his meal as fast as possible. He always gets two eggs over medium with steak fries, four pieces of white toast dry and a coke no ice. I get the food to him in about 2 minutes of him sitting down and he leaves a five or six dollar tip every time. Picky People. Why order something if it is going to be changed into a whole different meal? It makes a servers job about as stressful as it can get, especially when they are busy. A mild case of this comes to mind, a Mexican couple go to the restaurant I work fo...

A Brief Overview of Émile Durkheims Role in Sociology

A Brief Overview of Émile Durkheim's Role in Sociology Who was Émile Durkheim? He was a famous French philosopher and sociologist known as the father of the French school of sociology for his methodology combining empirical research with sociological theory. The following outlines his life and career and his published works. Early Life and Education Émile Durkheim (1858–1917) was born in Épinal, France, on April 15, 1858, to a devout French Jewish family. His father, grandfather, and great-grandfather had all been rabbis, and it was assumed that he would follow their lead when they enrolled him in a rabbinical school. However, at an early age, he decided not to follow in his familys footsteps and switched schools after realizing that he preferred to study religion from an agnostic standpoint as opposed to being indoctrinated. In 1879, his good grades got him into the École Normale Supà ©rieure (ENS), a well-regarded graduate school in Paris. Career and Later Life Durkheim became interested in a scientific approach to society very early on in his career, which meant the first of many conflicts with the French academic system- which had no social science curriculum at the time. Durkheim found humanistic studies uninteresting, turning his attention from psychology and philosophy to ethics and eventually, sociology. He graduated with a degree in philosophy in 1882. Durkheims views could not get him a major academic appointment in Paris, so from 1882 to 1887 he taught philosophy at several provincial schools. In 1885 he left for Germany, where he studied sociology for two years. Durkheims period in Germany resulted in the publication of numerous articles on German social science and philosophy, which gained recognition in France and earned him a teaching appointment at the University of Bordeaux in 1887. This was an important sign of the change of times and the growing importance and recognition of the social sciences. From this position, Durkheim helped reform the French school system and introduced the study of social science in its curriculum. Also in 1887, Durkheim married Louise Dreyfus, with whom he later had two children. In 1893, Durkheim published his first major work, The Division of Labor in Society, in which he introduced the concept of anomie, or the breakdown of the influence of social norms on individuals within a society. In 1895, he published The Rules of Sociological Method, his second major work, which was a manifesto stating what sociology is and how it ought to be done. In 1897, he published his third major work, Suicide: A Study in Sociology, a case study exploring the differing suicide rates among Protestants and Catholics and arguing that stronger social control among Catholics results in lower suicide rates. By 1902, Durkheim had finally achieved his goal of attaining a prominent position in Paris when he became the chair of education at the Sorbonne. Durkheim also served as an advisor to the Ministry of Education. In 1912, he published his last major work, The Elementary Forms of The Religious Life, a book that analyzes religion as a social phenomenon. Émile Durkheim died of a stroke in Paris on November 15, 1917, and is buried in the citys Montparnasse Cemetery.

Critical research and individualism Coursework Example | Topics and Well Written Essays - 1250 words

Critical research and individualism - Coursework Example The field of nursing research helps in integrating the various aspects of patient care including biological, social, emotional, as well as scientific and philosophical that have a direct and far-reaching impact on the provision of healthcare. The recent developments in the field of nursing science play a key role in influencing and shaping the discipline of nursing through a range of philosophical approaches. This essay aims to assess the various philosophical underpinnings of this profession, the implications of nursing theories in practice, and a critical analysis of various competing theories of scientific method, particularly the critical theory and the concept of individualism. Critical social theory: The critical social theory has been recently gaining increasing significance in the field of nursing science due to its philosophical approach towards understanding of science. The concept of individual liberty is somewhat restricted in contemporary society due to a range of socio- political restrictions. Such restrictive policies which are rampant across all sections of the society tend to have various negative implications on individuals due to its dominant presence as an integral element of the societal structure resulting in oppression of individual expression. The critical analysis of a given situation helps in highlighting the issue of oppression and the socially constructed borders on human freedom. The critical social theory helps in understanding the manner in which the dominant social values affect and influence the profession of nursing and subsequently the health and welfare of the society at large (Munhall, 2011). The critical social theory is hence involved in transforming existing social orders with a view to influence and coax a positive change in the social norms and hence the power relations to enable greater freedom and promote the greater social and moral values of equality, freedom, and justice (Hitchcock, Schubert, and Thomas, 2003). The field of nursing, being a 'practice science', is essentially involved in pursuing the primary goal of nursing inquiry and knowledge development in order to enable informed decision making and application of the same in practice in ways which are both - socially relevant as well as scientifically sound (Browne, 2000). This theory plays a key role in elucidating the relationship between theory and practice. It insists that the relationship between nursing theory and practice is reflexive in nature thus implying that 'theory feeds into practice, and practice informs theory' (Daly, Speedy, and Jackson, 2009: 116). According to Mill, Allen, and Morrow (2001) critical theory has the ability to "provide the broad philosophical foundation required by the discipline of nursing" (p. 112). The potential contributions of critical social theory in the field of nursing as well as its philosophical implications are fundamental to the field of nursing and healthcare delivery in general. The applica tion of critical social theory has been widely recommended by various nursing theorists for specific research, as a guide to nursing research and to use as a framework for developing the discipline. According to Habermas (1968 qtd. in Browne, 2000) "critically oriented science should produce emancipatory knowledge that promotes social change and a more just society" (Browne, 2000: 40). Individualism: Individualism is one of the most basic foundations on which

With reference to Bourdieus theory of distinction and other relevant Essay - 2

With reference to Bourdieus theory of distinction and other relevant theorists on social class, give a detailed example of how a specific habitus shapes consumer behaviour - Essay Example In general, however, the individual consumer’s choice is constrained by their society through indirect and direct influences. One of the most salient influences of consumer behaviour regarding what they eat is social class. Bourdieu (2011: p32) takes particular interest in how food and culinary preferences factor into social distinction, which he refers to as the individual’s attempt to act in a specific way in order for members of their own class to accept them, as well as how social class tailors consumptive habits consciously to be different from other classes. Therefore, taste is not only affected by demand and supply, natural inclinations or mere preferences, or even considerations of functionality or economics, but results from an interplay of multiple, complex factors. Habitus, in the sociological context, is defined as the distinctive lifestyle of a people, which is demonstrated by adherence to routine daily life activities that define their affiliation in the social class order. Particularly, habitus pertains to natural behaviours instead of mere affectations, although Lantos (2015: p48) argues that behaviours should be influenced for a period of time prior to them becoming natural. Habitus is the natural way of doing or acting, to which the individual is predisposed to make specific choices and from which they could deviate in specific situations. Rather being a matter of compulsion or deliberation, the habitus involves choosing to do what, under normal conditions, seems reasonable and obvious. Social class, as well as associations with others in closed groups, is one of the fundamental factors involved in developing habitus. Therefore, although a common labour worker could develop tastes for caviar and Cristal, he is not likely to encounter th em during interactions within their specific social class and circles due to the fact that they are not available for this income level. Referencing Weber and Marx, Kopetz et al.

Road Pricing Essay Example | Topics and Well Written Essays - 250 words

Road Pricing - Essay Example This cleary indicates that there has been hinderance in traffic flow due to traffic congestion and these cases present externalities which must be avoided by using road pricing to reduce the number of cars on road by charging them a flat-fee in the form of road pricing. According to a source that major traffic jams occur in Central London at around 7:30 am in the morning and then 6:30 pm in the evening. Those eligible to pay were around 150,000 people who used the road every day. These charges were only levied on private vehicles. Pulic vehicles were exempted from these charges so as various other kinds of groups. However, many organisations in UK have argued over the price that is being charged. They claim that it is not the appropiate charge and is much higher than social costs that a vechile inflicts. They also support the reduction of this charge. Similarly, many people have argued that there are errors in database technology which often leads to double charging and over charging. So, in both cases if this carelessness persist it would not solve the problem of congestion but would deter people from driving even if they can afford to pay these costs. The economics behind this will that due to double charging and over charging , demand would go down to zero.

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

Values - Essay Example However, there is a disparity when it comes to loyalty. I hold that loyalty should be kept only when it is necessary. For example, in case an agency is exploiting people, it significant to tell the truth (Kraemer, 2011). Describe how people acquire and change values Everyone is guided by values; the difference is that we vary on how intensely we hold each our values. This is linked to how our values have been molded during the course of our lives. Recurrent engagement of values is likely to reinforce them. Our lives offer frequent prospects for and restrictions on the detection and development of some values. In addition, practice ensures that values are instilled in our mind (Duggan & Cowburn, 2013). Our involvement with different features of culture and society helps acquire and strengthen certain values. Churches, trade unions, Community centers, and libraries are examples of establishments that we are part of and recognized as encouraging the mutual understanding in that they may surge to the significance we put on equality, friendship, or social justice. Our experience with parks and forests promotes our appreciation for nature and other intrinsic values (Kraemer, 2011). Our experience of particular institutions as well as guidelines can alter or strengthen our views of what is conceivable, wanted, and normal through a procedure identified as policy feedback. Exposure to the institutions of consumer culture may also represent a form of policy feedback. Through our day-to-day lives and interaction with others, we acquire certain values and change others. We encounter different experiences and different people who believe in different things from us and who hold different values from us (Howe, 1995). In the process of interacting with them, we may acquire some new values and therefore changing the values, we have. We also acquire new values form our different religions and cultures. Explain what values do to us and for us Values are those guidelines and prin ciples that guide our life. Our values provide an outline to our conduct even though we are uninformed of what values are. Understanding our values provides one with a superior awareness in behavior. Our decision-making ability depends on the value we have in that we can do something based on which values we hold. Appreciating the significance of our values offers transparency in that we are in a position to define and understand ourselves (Barkan, 2011). Values can also offer discernment into the nature of interactive relationship that one should engage in while relating with others. When we identify and comprehend the meaning and importance of our values, we are able to appreciate ourselves, our relationships and our view of the world. What is the nature and importance of human values at the workplace? Upholding values at the work place is important for any organization. Employees who uphold values are likely to perform well as compared to those who take them for granted.

Knowledge Management Foundations of IT Systems HW Research Paper

Knowledge Management Foundations of IT Systems HW - Research Paper Example In this scenario, the basic purpose of a knowledge management system should be the assurance that the approved clients will be able to access information. Moreover, just using a straightforward information management, recovery system and document cataloging is the beginning. Since gathering business knowledge does not only engage software and technology but it also necessitates a powerful document management software and intellectual change of how data and information are produced, managed, dispersed, stored and developed into modernization (infoRouter, 1998), (TechTarget, 1998) and (Bellinger, 2004). This paper discusses some novel aspects of knowledge management (KM) discipline for organizational innovation. In this paper I will analyze some of the prime areas of KM system for our organization. I will discuss some advantages along with significant factors regarding this new technology application at different levels of our corporation. CURRENT PROBLEMS WITH ORGANIZATION With curren t business practice at the corporation we are facing some critical problems regarding corporate operational arrangement. In this scenario the major issue is due to the traditional and inflexible working structure of the business. Seeing that, currently corporation is running its operations using traditional business practices (without knowledge management system) thus, below are some possible issues: (Laudon & Laudon, 1999) and (Turban, Leidner, McLean, & Wetherbe, 2005) Long time required for processing information Difficulties in managing records using paper based approach Difficult to manage business processes A lot of time required to search for the business information Absolutely no or least data sharing More workers required to handle business information Information gathered can include dirty data Business reports are complex and not offering better contribution for the effective decision making about business KNOWLEDGE MANAGEMENT SIGNIFICANCE Knowledge management outlines th e major concerns of organizational efforts, change and ability beside fundamental and irregular environmental changes. Additionally, it represents organizational procedures that look for synergistic grouping of information and data processing capability of information technologies, and the modern and inspired competence of various individuals. Moreover, the knowledge management is related to the practical and thoughtful implementation for the reason that it does not exist in the hypothetical description however in the actual world implementation where the maximum confronts and prospects recline (Global Risk Management Network LLC,, 2011) and (Laudon & Laudon, 1999). IMPORTANCE KNOWLEDGE MANAGEMENT SYSTEM Knowledge management system is an innovative concept that is used to illustrate the creation of knowledge warehouses, knowledge availability and distribution, communication through teamwork, improving the knowledge framework and organizing knowledge as a plus point for an enterprise . Normally, knowledge management system encompasses a variety of applications and techniques those

Piece of Art from San Francisco's Legion of Honor Essay

Piece of Art from San Francisco's Legion of Honor - Essay Example I decided to display the difference in colors of the body and the posture of the body. In El Greco’s painting, the skin is a lighter tone which gives more of a happy yet almost dramatic feel, whereas Preti’s painting shows darker colors, and John leaning over a rock rather than standing. This shows a dramatic last stand pose, telling the people his last words of wisdom before he passes to the great beyond. In El Greco’s, I pointed out the sleeping sheep and its placement near John’s feet, which displays the happiness in El Greco’s painting. In number four on Preti’s, I showed the sheep as a symbol of John’s sacrifice for the greater good and similarly placed near John’s feet. In Preti’s, I pointed out the cross in the dark sky, symbolizing rebirth and regeneration in heaven. In El Greco’s painting, I decided to display the color of the sky and its apparent aura around St. John. This conveys a feeling of power to John by taking up a majority and leaving a deeper blue color around the body of John. In Preti’s painting, Preti clearly displays the fact that most the Muslims and Christians revered John, as he was a prophet for both religions. In El Greco’s, there is harmony amongst the land, displaying a similar message, but not taking up nearly as much room, giving more of a feeling of righteousness for Heaven. Lastly, I saw a comparison between the grey ring in the sky in El Greco’s painting to the writing on John’s staff in Preti’s painting. Preti wanted to convey John’s prophetic and protective message.

Knowledge Management Foundations of IT Systems HW Research Paper

Knowledge Management Foundations of IT Systems HW - Research Paper Example In this scenario, the basic purpose of a knowledge management system should be the assurance that the approved clients will be able to access information. Moreover, just using a straightforward information management, recovery system and document cataloging is the beginning. Since gathering business knowledge does not only engage software and technology but it also necessitates a powerful document management software and intellectual change of how data and information are produced, managed, dispersed, stored and developed into modernization (infoRouter, 1998), (TechTarget, 1998) and (Bellinger, 2004). This paper discusses some novel aspects of knowledge management (KM) discipline for organizational innovation. In this paper I will analyze some of the prime areas of KM system for our organization. I will discuss some advantages along with significant factors regarding this new technology application at different levels of our corporation. CURRENT PROBLEMS WITH ORGANIZATION With curren t business practice at the corporation we are facing some critical problems regarding corporate operational arrangement. In this scenario the major issue is due to the traditional and inflexible working structure of the business. Seeing that, currently corporation is running its operations using traditional business practices (without knowledge management system) thus, below are some possible issues: (Laudon & Laudon, 1999) and (Turban, Leidner, McLean, & Wetherbe, 2005) Long time required for processing information Difficulties in managing records using paper based approach Difficult to manage business processes A lot of time required to search for the business information Absolutely no or least data sharing More workers required to handle business information Information gathered can include dirty data Business reports are complex and not offering better contribution for the effective decision making about business KNOWLEDGE MANAGEMENT SIGNIFICANCE Knowledge management outlines th e major concerns of organizational efforts, change and ability beside fundamental and irregular environmental changes. Additionally, it represents organizational procedures that look for synergistic grouping of information and data processing capability of information technologies, and the modern and inspired competence of various individuals. Moreover, the knowledge management is related to the practical and thoughtful implementation for the reason that it does not exist in the hypothetical description however in the actual world implementation where the maximum confronts and prospects recline (Global Risk Management Network LLC,, 2011) and (Laudon & Laudon, 1999). IMPORTANCE KNOWLEDGE MANAGEMENT SYSTEM Knowledge management system is an innovative concept that is used to illustrate the creation of knowledge warehouses, knowledge availability and distribution, communication through teamwork, improving the knowledge framework and organizing knowledge as a plus point for an enterprise . Normally, knowledge management system encompasses a variety of applications and techniques those

African American Outline Essay Example for Free

African American Outline Essay It happens to be common knowledge that throughout history African Americans have been oppressed, segregated, and disregarded as civil human beings. In the dawn of history Africans were regarded as animals and as such they would do the job of animals, however this paper will look at their sacrifices and fights to be treated as equals. United States Congress. (1866, April 9). Civil Rights Act. Retrieved from http://www. digitalhistory. uh. edu/exhibits/reconstruction/section4/section4_civrightsact1. html Amendments to the Constitution of the United States (2007)| Infoplease. It happens to be common knowledge that throughout history African Americans have been oppressed, segregated, and disregarded as civil human beings. In the dawn of history Africans were regarded as animals and as such they would do the job of animals, however this paper will look at their sacrifices and fights to be treated as equals. United States Congress. (1866, April 9). Civil Rights Act. Retrieved from http://www. digitalhistory. uh. edu/exhibits/reconstruction/section4/section4_civrightsact1. html Amendments to the Constitution of the United States (2007)| Infoplease. See more: argument essay format com http://www. infoplease. com/ipa/A0749825. html#A0749838#ixzz2VD3iU0JEhttp://www. infoplease. com/ipa/A0749825. html#A0749838 Abolishment of slavery The abolishment of slavery brought on a war, not between two countries but a war that divided a country, one that is still spoken of today. The southern or â€Å"rebel† states rose against the President of the United States in retaliation of his and many others view that no man woman or child should be a slave. All people were created equal. Amendments to the Constitution of the United States (2007)| Infoplease. com http://www. infoplease. com/ipa/A0749825. html#A0749838#ixzz2VD3iU0JEhttp://www. infoplease. com/ipa/A0749825. html#A0749838 (13th, 14th, and 15th amendments) Africans in politics Although four million African American slaves were now free they had codes placed against them, the Black Codes restricted the lives and movement of these people. In order to override the codes the 13th, 14th and 15th amendments were drafted and passed. Not only was slavery abolished but all slaves were now citizens and in such race could no longer be used to prevent the vote of a person. Africans now had a voice on who was elected and soon they had African Americans running for government offices. Corbould, C. (2009) Becoming African Americans: Black Public Life in Harlem, 1919-1939 Harvard University Press. Cambridge, MA, USA Harlem Renaissance African Americans soon were cast aside again, during the age of imperialism and leading into World War One Africans were struggling to make a life. Some fought in another war, this time not for their freedom but for the freedom from communism alongside their white counterparts. After the war ended blacks started to come together, the Harlem Renaissance was born. King, M. L. Jr. (2010) Stride Toward Freedom: The Montgomery Story. Beacon Press. Boston, MA, USA Black power movement 1954 to 1963 America saw a strong struggle for the advancement of civil rights, equality and desegregation. From every day citizens expressing their belief in being equal to their white counterparts to lawyers fighting for the equality all had deserved. These times were pivitol in an unstable America. Not only were there these movements of civil equality and black power but also a war in a far land that many Americans were against at the time. Inventions and impact. From writers, inventors and powerful leaders throughout black history there are some that are household names and some that may be forgotten. I plan on taking a look back on those who through oppression continued to strive for better for themselves and for all. African Americans today Not long ago segregation was prominent, civil rights were abused, racism and hate were common. Today we have CEO’s, congressmen and senators, military leaders and the President of the United States who are all African Americans. No longer considered a minority in many’s eyes, African Americans have literally built themselves from slaves to leaders and teachers.

The Hierarchical Model

The Hierarchical Model Was developed in the 1960s. The Hierarchical model was essentially born from the first mainframe database management system. It uses an upside-down tree to structure data. The top of the tree is the parent and the branches are children. Each child can only have one parent but a parent can have many children. Advantages Have many different structures and forms. Structures data in an upside-down tree. (Simplifies data overview) Manages large amounts of data. Express the relationships between information. Many children per parent. Distribute data in terms of relationships. Improve data sharing. Disadvantages One parent per child. Complex (users require physical representation of database) Navigation system is complex. Data must be organized in a hierarchical way without compromising the information. Lack structural independence. Many too many relationships not supported. Data independence. NETWORK DATA MODEL In 1965 C.W. Bachman developed the first network data model to present complex data relationships more effectively than the hierarchical model. He tried to impose a database standard with his model and also wanted to improve database performance. It was in 1971 that the Conference on Data System Languages or CODASYL officially or formally defined the Network model. The network databases arrange its data as a directed graph and have a standard navigational language. Advantages Multi-parent support. Somewhat same simplicity as the hierarchical model. More useful than the hierarchical data model. Deals with even larger amounts of information than the hierarchical model. Promotes data integrity. Many too many relationships support. Data independence. Improved data access. Disadvantages Data relationships must be predefined. Much more complex than the hierarchical date model. Users are still require to know the physical representation of the database Information can be related in various and complicated ways. Lack structural independence. RELATIONAL DATA MODEL The relational data model was introduced in 1970 by Edgar F. Codd. He worked for IBM. All data is represented as simple tabular data structures which the user can access through a high-level non-procedural language. In 1974 IBM proposed a new high-level non-procedural language SEQUEL (renamed into SQL in 1990). Advantages Structured independence is promoted. Users do not have to know the physical representation of the database. Use of SQL language to access data. Easier database design. Tabular view improves simplicity. Support large amounts of data. Data independence. Multi-level relationships between data sets No need to predefined data relationships. Disadvantages Data anomalies. People need training if they want to use the system effectively and efficiently. ENTITY RELATIONSHIP DATA MODEL Dr. Peter Pin-Shan Chen introduced the entity relationship data model in 1976. It is a graphical representation of entities that became popular very quickly because it complemented the relational database model concepts. Advantages A very important data modeling tool. An extended Entity-Relationship diagram allows more details. Multi-valued attributes. Structured independence. Organize the data into categories defining entities the relationships between them. Visual representation. Data independence. Disadvantages Limited relationship representation. Loss of information (when attributes are removed from entities). No data manipulation language. Limited constraint representation. BIOGRAPHY Rob, P., Coronel, C. Crockett, K. 2008. Database systems: design, implementation management international edition. UK: Gaynor Redvers-Mutton. p37-51. Danielsen, A. The evolution of data models and approaches to persistence in database systems. 1998. Available at: http://www.fing.edu.uy/inco/grupos/csi/esp/Cursos/cursos_act/2000/DAP_DisAvDB/documentacion/OO/Evol_DataModels.html. Accessed February 15, 2010. Geekinterview.com. The Hierarchical Model. 2008. Available at: http://www.learn.geekinterview.com/it/data-modeling/the-hierarchical-model.html. Accessed February 15, 2010. Geekinterview.com. Network Model. 2008. Available at: http://www.learn.geekinterview.com/it/data-modeling/network-model.html. Accessed February 15, 2010. Geekinterview.com. Relational Model. 2008. Available at: http://www.learn.geekinterview.com/it/data-modeling/relational-model.html. Accessed February 15, 2010. Geekinterview.com. A Look at the Entity-Relationship. 2008. Available at: http://www.learn.geekinterview.com/it/data-modeling/a-look-at-the-entity-relationship.html. Accessed February 15, 2010.

Woodstock Essay -- Woodstock Festival Concerts Music Essays

Woodstock One didn’t simply go to Woodstock: one lived through it. In August 1969, the Woodstock Festival was the largest counterculture event ever staged, attracting some 500,000 people and featuring many of the country’s top acts. Two decades later, Woodstock has come to mean more than just â€Å"three days of fun and music†; it symbolizes a time of community, exuberance, and intensity since lost. Woodstock festival gave power to the youth, united people of all ages, races, and sexes, and defined a generation, making it one of the most important musical events of all time. In order to understand the impact and importance of the Woodstock Festival one must first examine the society that preceded the 1960’s and set the stage so to speak for the events of the Woodstock Festival. The end of World War II brought thousands of young servicemen back to America to pick up their lives and start new families in new home and new jobs. With energy never before experienced, American industry expanded to meet peacetime needs. Americans began buying goods not available during the war, which created corporate expansion and jobs. Growth was everywhere. The baby boom was underway. Part of the what happened in the 1950’s with increased employment and income, families had more money to buy things. People could afford single family dwellings and suburbia was born . In the 1950’s a big change happened in public education. In 1954, Chief Justice Earl Warren and other members of the Supreme Court ruled that separate facilities for blacks did not make those facilities equal according to the Constitution . Integration of the public classroom came about across the nation as a result of this action. Perhaps one of the things which most characterize the 1950’s was a strong element of conservatism and anticommunist felling which ran throughout much of society. The phrase â€Å"under God† was added to the pledge of Allegiance. Religion was linked with anti-communism mind-set. Fifties clothing was conservative. Men wore grey flannel suits and women wore dresses. Male and female stereotypes were strongly reinforced, girls played with Barbie Dolls and boys played with guns. When the 1950’s are mentioned, the first type of music to come to most people’s mind is rock ‘n roll. Developed from a... ... of biblical proportions. To many observers, Woodstock seemed to embody the values of the 1960’s youth culture of personal freedom, political pacifism and social optimism in what seemed to be a land of plenty.   Ã‚  Ã‚  Ã‚  Ã‚  Richie Havens, the first performer at the Woodstock Festival describes the impact the best when he says, â€Å"Woodstock was in essence a coming together, a gathering, a giant be-in. It was a peoples’ festival where people came together to celebrate their essences, their concerns, and their feelings for the world around them.† In Havens opinion, the Woodstock Festival accomplished what the youth of the early sixties set out to do, which was to show that we as young people were not going to back down from our political feelings, our emotional feelings and our newly discovered citizenry. Havens believes that the spirit of Woodstock has saturated the world and has served the purpose of awakening minds to the fact that they too have the right to celebrate and be free. Thus did the Woodstock festival empower the youth, unite people of many races and ethnicity and become one of the most significant musical events of all time.

Slavery :: Slavery Essays

Thesis: Slaves managed to be the main beneficiaries of a movement so entirely unintended for them because, in a series of coincidences brought about by certain effects of Northern progress and improvement, the promotion of their interests became profitable to to the concerns of other classes. Counter-argument: some might argue that slaves could not have been the primary beneficiaries of the progress and improvement taking place in the North in 19th century america b/c there were very few slaves in the north; they were primarily concentrated in the south which was little affected by these changes and with slaves being so remote from the situation, how could they have benefited from it? --while the south obviously did not experience the level of transformation that the north and midwestern regions underwent, it did not go untouched by this era of change--it apparently made southerners even more sealed in their determination to "preserve their way of life based on slavery,"as evidenced by their attempt to secede from the Union. Merely the fact that they reacted so strongly to the changes they perceived in the North indicates the force of the effect that progress had on them. --the very fact that there were few slaves in the north and so many in the south only contributed to the progress-fueled growing distinction between the North and South, the former of whom could not understand--likely because there were so few slaves in the North--the "semifeudal economic and social system" to which the South was "hopelessly attached" due to their dependence on slavery (p. 5, Sheriff). Point: Wage laborers necessary to the realization of improvements in the 19th century began to be perceived as a morally inferior permanent underclass--this elicited fears & changes in opinion involving progress--some (i.e. Bethel society) began to think that one man's (the businessman's) profit came at another's (the worker's) expense--brought about increasing desire for moral reform--leading to 2nd Great Awakening--which in turn led to popularity of abolitionist sentiment. Point: Decreasing reliance on slavery as a necessity to the maintenance of a stable economy, coupled with the still-strong Revolutionary ideals of liberty & equality, drew attention to injustices inherent in slavery. --slaves were necessary before because men were trying to produce huge quantities to ship over to England, at first to pay back their joint-stock companies and then to secure their stability in the "New World." but in the 19th century people were settled into their ways of life, and farmers did not feel such urgency to overproduce.

Customer Contribution to Improving Service Quality in the Hospitality Industry

Quality Management in Services Drago Constantin Vasile The Bucharest Academy of Economic Studies, Romania E-mail: [email  protected] com Abstract The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure control, (3) quality consultancy, and (4) co-production control. However there are some difficulties and the hospitality organizations need a structured approach to overcome them. Developing a strategy to enhance the effectiveness in performing this function is an important challenge for the hospitality organization management. Our study recommends five courses of actions to be included in such a strategy. They envisage (1) increasing the customer`s knowledge of the firm`s quality standards,(2) encouraging customers to voice their concerns, (3) training customers (and employees) to manage the interpersonal encounter, (4) motivating customers to involve in performing the quality-control function and (5) training customers about their tasks in coproduction. Keywords: quality, hospitality industry, hospitality service, service, customer JEL Classification: L83, M31, M11 Introduction The issue of quality has taken an increased importance in business, being associated with a competitive advantage that can ensure the firm`s profitability and survival (Maddern et al. , 2007). The recognition of the nature and the important role of quality in business is the result of an evolution of quality ideas over time. To this respect, Dale and Cooper (1992) describe four stages (i) quality inspection, (ii) quality control, (iii) quality assurance, and (iv) total quality management. The last involves a shift of paradigm: a changing culture where quality is a basic value of the organization and the goal is a steady improvement in quality, as a strategy to gain competitive advantage. The assumption is that suggestions for improvements may come from any level in the organization (Barnes, 1995). But, in our opinion an important aspect is that valuable suggestions may come from the exterior of the organization, in particular from customers. The aim of this study is to discuss the challenge caused by managing service quality in the hospitality industry. The key questions are how customers may contribute to improving Vol XI †¢ Nr. 26 †¢ June 2009 441 Customer Contribution to improving Service Quality in the Hospitality Industry quality and what approach should adopt the hospitality organizations to enhance their contribution. The specific characteristics of the hospitality services cause an inherent involvement of the customer into their design and/or provision. In this context we claim that customers may perform a quality-control function and the actions firms can take regarding the co-option of customers` competence must be encouraged because of their beneficial effects. Our line of reasoning relies on theories and concepts from the international scientific literature and on the practice in the hospitality organizations. The evaluation of the issue of customers` contribution is made from the original perspective of integrating separate aspects within a function of quality control that can be assigned to customers of the hospitality services. The first section of the study presents the characteristics of hospitality services which provides the main explanation of the customer`s participation. The second section describes the activities that are included in the quality-control function. The last section discusses the difficulties that may be encountered in performing this function and it is presented a model of a strategy for enhancing customer contribution to improving hospitality service quality 1. Quality in the hospitality services Quality is an important topic in management and marketing research but there is no agreed definition of the word among scholars and practicians. Faced with the great number of points of view, Garvin (1988) describes several categories of the way in which the concept can be defined. A first perspective is that high quality is identified by customers with the help of their senses, for example by looking to the furniture design in a hotel room, by testing the food, by perceiving the atmosphere of a restaurant. A more technical point of view is represented by definitions based on superior product/service attributes`, or those underlining `conformance to specification` which involves carrying out operations with zero defects. Finally, other definitions are customer-oriented. So, it is recognized that the customer decides what quality means based on the fitness for use from his/her perspective, or on the basis of the best value received for his/her money. When dealing with the topic of qua lity in the hospitality industry, we have to take into consideration some particularities that result from the nature of the hospitality services. The characteristics like intangibility, heterogeneity, simultaneity, perishability (Ioncica, 2000) have an impact on the ways quality is managed. For example, in their well-known study, Parasuraman et al. (1985) conclude that service quality is founded on a comparison between what the customer feels should be offered (expectations) and what is provided (performance). More than that, as relieved by Gronroos (1984), customers do not evaluate only the outcome of the service (the technical quality) but they also take into consideration the service delivery (functional quality). For instance, in a restaurant setting, the delicious food served to the guest is the technical quality of a service; while how the guest is treated and served by the waiter is the functional quality. Both of them give influence to the customer in perceiving the service quality. In the context of our study, we also mention other significant implications. One is the fact that hospitality services are generally consumed at the point of production, which makes inspection of the service output very difficult. This requires the presence of an inspector at the service delivery (Barnes, 1995). The job can be performed by an employee of the hospitality company, but also the customer may be involved in the process. 442 Amfiteatru Economic Quality Management in Services Another significant aspect of a hospitality sale is that it can be define as a human experience for consumers. A visit at a hotel is finished without a product to be taken home; in exchange, the guest will remember the whole experience. Pine and Gilmore (1998) point out that experience is different from service, as different as the last is from goods. They consider that â€Å"an experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, good tangible, services intangible, and experiences memorable. † (Pine and Gilmore, 1998, p. 98). For example, theme restaurants such as Hard Rock Cafe offer food, but this is a prop for entertainment. Also, luxury hotels like Burj-al Arab do not provide accommodation but memorable moments of life for â€Å"guests†. That`s why, in this paper we`ll use the equivalent terms of customers and guests (i. e. buyers of experiences). Finally, hospitality services usually involve the customers` participation in helping to create the service value (Calycomb et al, 2001). The degree and forms of participation are very different. Sometimes, it is low, when all that is required is customer`s physical presence (e. g. attendance at an evening show in a all inclusive resort); other times, it is higher, when guest is part of the service experience (e. g. ctive involvement of the audience at the evening show). In this paper we are interested of the customer`s participation in the area of managing quality. 2. The service quality control function of the customers A function is a general category of activities that a person must perform. For example a managerial function refers to the activities performed by managers to develop and maintain work environments in which people can accomplish goals effectively and effic iently. Fayol first suggested a set of five functions that were widely accepted and are popular until today. In this field of quality management in the hospitality organizations, we think that an important function is performed by customers, namely service quality control function. Some arguments support this opinion. One argument is that the changing dynamics of business has modified the traditional roles of customers who have become active players in the creation of value. As Prahalad and Ramaswamy (2000) put it customers possess knowledge and skills that are useful to companies and they tend to engage themselves in an active dialogue with manufacturers of products and services. So, from the company`s point of view, they become part of an enhanced network from where competence can extracted in the benefit of all parties involved in the value chain. The customers` competence is an essential issue in the hospitality industry where they play key roles in the production and provision of services. Other arguments are provided by the research dealing with the customer`s roles. Much of the existing literature focuses on their roles as sources of income or proxy marketing agents who disseminate information about venues or brands (Lugosi, 2007). However, there is a literature that offers insights towards a customer-firm partnership perspective. LangnickHall (1996) describes five distinct roles for customers: (1) resource, (2) worker (or coproducer), (3) buyer, (4) beneficiary, and (5) outcome of transformation activities. All of them involve different degrees of participation with various possibility of co-opting customer`s competences. For example, as a resource customers supply inputs that â€Å"can include any of the factors of production: capital, natural resources, ideas, or any tangible or Vol XI †¢ Nr. 6 †¢ June 2009 443 Customer Contribution to improving Service Quality in the Hospitality Industry intangible contribution to production activities† (Langnick-Hall, 1996, p. 798). Bitner et al (1997) suggest that consumers may participate in the construction of service experiences in three ways: (1) as productive agencies (e. g. providing inputs); (2) as contributors to quality, satisfaction and value (e . g. patrons of a bar may see it is as partly their responsibility to entertain themselves in the venue); and (3) as competitors (e. g. ustomers choose to provide services for themselves, for example, by purchasing alcohol and consuming it at home). Ford and Heaton (2001) highlight that customers may take responsibility for entertaining fellow consumers, directing the behavior of staff and guests, and providing critical feedback. In this paper we focus on the active involvement of the customers in assessing quality of hospitality services. The hospitality services involve a person-to-person interaction, i. e. an interactive process between service providers and receivers. In this context perceptions and actions of both partners should be taken into consideration when evaluating and managing quality. In this respect, customers` actions may be regarded as components of a genuine quality-control function. The main activities that are included in the quality-control function are presented in figure 1. CLIENTS †¢ †¢ †¢ †¢ QUALITY CONTROL FUNCTION On-the-spot control Service failure control Quality consultancy Co-production control FIRMS Figure 1 – The components of the customer quality control function On-the-spot quality control. The hospitality firm`s commitment to service quality is highly dependent on the employees who have tasks of the delivery of the service and who are part of the service through their attitude and behaviors. They are ultimately responsible for the satisfaction or dissatisfaction of customers with the experience they have (Presbury et al. , 2005). Managers spend time to supervise, train, motivate, and reward the employees so that they should produce excellent guest experiences (Ford and Heaton, 2001). However a manager, say, in a hotel cannot be present all the time near each of his/her subordinates. On the other hand, guests in a hotel are very often in contact with frontline employees, talk to them, and see their job performance. So, they have the opportunity to control the employees` activity and react when the last fail to behave as expected. It is also important that customers should have adequate knowledge and experience in evaluating the employee`s job performance and in assesing the quality of the service delivery. Many hotel guests who are familiar with hotel services meet this requirement. In conclusion, many customers do have the willingness and the necessary competence to signal nonconformance to quality standard in the activity of frontline staff. More than that, they can take corrective actions through negative comments, praise, or tips. The same aspects are valid for customer`s interactions with each other. For example, in an all-inclusive resort the guests dance together, play games and make sport, or attend evening 444 Amfiteatru Economic Quality Management in Services shows with extensive participation. In many such situations, customers help each other in case someone fails in performing adequately his/her part in the common hospitality experience. Service failure control. A type of control activity similar to the former is linked with customers' formal complaints and suggestions in case of service failure. Chung and Hoffman (1998) identify three categories of service failures: (1) Service system failure (e. g. cold food, slow service, insect problems, dirty silverware); (2) Failures in implicit or explicit customer requests (e. . food not cooked to order, lost reservations); (3) Unprompted and unsolicited employee actions (e. g. wrong order delivered, incorrect charges, rude behavior of employees). Hospitality services have a great propensity to fail due to their intangible and experiential nature, or the simultaneous production and consumption. The organizations cannot also guarantee error-free in advance due to o ther several factors. One is the high â€Å"human factor† (Susskind, 2002), namely high level of human interaction between frontline staff and consumers, giving rise to variability in service quality. Other ones are uncontrollable external factors (e. g. customer late arrival) or the possible confusion as to what exactly the firms have been promised. On the other side, the today`s restaurant or hotel guests are more demanded and educated, so it is more difficult to meet their expectations (Lee and Sparks, 2007). Quality consultancy. Customers often provide valuable consultation before and after the service experience (Ford and Heaton, 2001) and a significant area of interest concerns the service quality. Generally, this activity consists in providing information by the customer about what he/she likes or dislikes about the guest experience. The typical methods by which the firm collects such information are surveys, mostly in form of comment cards or detailed questionnaires. A comment card encourages guests to provide observations or suggestions about their service experience. The small size, easy distribution, and simplicity are considered sufficient factors to make customers to fill them out. Questionnaires address, inter ales, the business’s physical and service attributes areas (e. . rating the hotel room on a Likert-type scale) so that when analyzing the data managers could get an idea of the relative importance of these attributes to guests’ overall satisfaction. Co-production control. The most important way in which guests can participate in service experiences is that of active co-producers. In this case, the customer behaves as a partial employee who contribute s effort, time, or other resources to either design the service or perform some of the service delivery activities (Caycomb et al, 2001; Lengnick-Hall, 1996). Consequently, quality of a service is dependent on the quality of customer`s resources (e. g. adequate information about his or her needs), contributions, or behaviours (e. g. the way in which he/she interacts with the service provider). Hence, the necessity that quality control should be parted between organization and customer in function of each party contribution to the service design and provision. For example, a prerequisite for service quality is the firm`s understanding of customer`s needs, but also the firm must ensure the clarity of the customer`s tasks, i. . what is expected and how is expected to perform. On the other hand, the quality of customer`s participation depends on his or her ability and motivation to do the work. In addition to co-producing their own experiences, guests are often part of each other’s hospitality experience (e. g. enjoying the meal with other people at a restaurant). Again, the quality of participation can influence positively or 445 Vol X I †¢ Nr. 26 †¢ June 2009 Customer Contribution to improving Service Quality in the Hospitality Industry negatively the experience for others. Successful hospitality organizations look for opportunities to include their guests as a part of each other’s experience in positive ways. 3. The strategy to enhance customer contribution to improving service quality The quality-control function exists in a certain degree in almost all the hospitality interactions. The first step of a successful organization is to recognize the value of customer`s participation. On the other side, the performance of the quality-control function by customers is not an easy task due to a number of risks and limitations in the process. On-the-spot inspection of the frontline personnel`s job performance may give rise to defensive reactions. Sometimes it is possible that employees should not appreciate or accept guests` comments even when they are responsible for the quality failure caused by their poor performance. This has a potential of conflict resulting in hurt feelings and, finally, unhappy customers. The risk is higher if customers have excessively high expectations about the services the hospitality organization has to deliver. This element of confusion has a negative impact on the effectiveness of the quality-control function operation. Another risk does not come from a guests` intervention but from their lack of reaction, when they do not voice their concern. This is a loss for the hospitality organization because the management receives no more a qualified help of the experienced customers who possess the competence to supplement its effort of improving service quality. Concerning service failure, customers` typical reactions are exiting silently and never to return, continuing to patronize the establishment despite their dissatisfaction (but they will spread a negative word-of-mouth), or voicing their complaints to the operator (Kim et al, 2009; Susskind, 2002). Customer`s complaint is the most valuable reaction because it can give rise to prompt corrective actions of the service provider, such as fixing product and service delivery problems. The difficulty with the customer`s function of quality consultant is represented by the fact that he/she must accomplish two basic condition. First, he or she must possess adequate knowledge and experience. Second, he or she has to possess the willingness to participate in activities that involve spending time. Besides these aspects, a problem resides even in the methods by which the hospitality organization collects information from customers. Most of them are quantitative data – such as rates of customer`s perceptions as a point on a scale – provided by questionnaires or comments cards. But these methods might not help the hospitality organizations to obtain insights on what guests are thinking about the quality of the service experience. For example, as Pullman at al. (2005) point out, if hotel guests rate their perception of employee friendliness as 7 points out of 10 points, instead of 8 points, it is not very clear what this difference in perception means. Finally, co-production implies the division – in various proportions – of the hospitality service provision between staff and guests. This introduces some uncertainty in the system in comparison with the situation when only trained and motivated employees do the entire job. Firstly, customers may have poor abilities to do their work. Secondly, some of them may prefer not to act as co- producers (e. g. they prefer to be served by waiters instead of preparing, say, salad by themselves). 446 Amfiteatru Economic Quality Management in Services These difficulties highlight a number of issues that are important to be taken into consideration. Consequently, we think that a strategy to enhance customer contribution to improving hospitality service quality has to include five courses of action: †¢ Increasing the customer`s knowledge of the firm`s quality standards; †¢ Encouraging customers to voice their concerns; †¢ Training customers (and employees) to manage the interpersonal encounter; †¢ Motivating customers to involve in performing the quality-control function; †¢ Training customers about their tasks in co-production. Increasing the customer`s knowledge of the firm`s quality standards. Customers have to be very familiar with the quality standards of a service in order to perform effectively the quality-control function. However, the hospitality organization has a role to play by helping customers to know better its performance standards and relevant rules, regulations, policies, and procedures. Advertising is a means by which firm can express its value proposition but also other communication methods are adequate. For example, the manager making the table rounds at a restaurant and the hotel manager talking with a guest have the opportunity to clarify such issues. Encouraging customers to voice their concerns. A dissatisfied or upset guest who simply walks quietly away is an inconvenient situation for the hospitality organization not only because it loses one customer or more customers (taking into account the negative word-ofmouth communication). The firm loses valuable information about a service failure. From another point of view failing in expressing a feedback, the guest abandons his/her role of quality-controller. The organization must prevent it, for example trough clearly inviting customers to express their opinion about the quality of the service experience, explaining how a complaint should be lodged, or simply how to give feedback. In case of service failure, adequate service recovery (i. e. actions addressing the customer complaint) can restore customer satisfaction (Kim et al. , 2009). A distinct issue is that of the customer`s involvement as a quality consultant. The firm may increase the effectiveness of the consultancy process through collecting not only quantitative data but encouraging customers to provide a more detailed feedback. For example, a section can be included on the comments cards asking open questions. Thus, the customer is allowed and encouraged to explain good or bad incidents, or to mention employees and their actions that have made pleasant or problematic the service experience. Training customers (and employees) to manage the interpersonal encounter. Making suggestions to the employee who fails in observing the quality standards requires appropriate behaviors of the both parties in the encounter. This is even more significant in case of complaints. In terms of transactional analysis, the customer who indentifies a service failure and makes a critical comment or lodge a complaint is in the psychological ego state of â€Å"Parent†, using evaluative, critical, disapproving behaviors. Usually, this ego state activates another one, the â€Å"Child† ego state, involving confronting responses, anxiety, blaming others, anger. Such a transaction is not productive at all because it gives rise to defensive (i. e. aggressive or passive) attitudes. Generally, the most effective human relationships and performance come from the â€Å"Adult† ego state. Hospitality organizations must encourage and help the customer to adopt an Adult behavior which involves a rational approach of the case, providing and collecting clear and relevant information, or making Vol XI †¢ Nr. 26 †¢ June 2009 447 Customer Contribution to improving Service Quality in the Hospitality Industry claims with calm behaviors. The same is valid for employees who must be trained to always react in a friendly manner to customer`s observations and complaints. Motivating customers to involve in performing the quality-control function. Customers must be motivated to engage in performing the quality-control function. A motivator for undertaking the role of on-the-spot controller can be the fact that the guest feels qualified to do it and that he/she has paid for the service. But, most of them may prefer not to assume additional burdens upon them. This is a critical aspect in performing quality consultancy tasks, or in co-participation. Because hotel guests may not accept to spend time to answer open questions unless there are some incentives to be received, the management may make some promisses like free dessert if the customer will become a â€Å"consultant† in a program of improving quality. Being member in a focus group involves sometimes the remuneration of the participants. Finally, customers` motivation to the quality of co-participation is a complex issue because of the great variety of situations and degree of involvements. An interesting contribution to the topic has been made by Schneider and Bowen (1995), who has identified several possible incentives for co-production: (a) productivity increases that result in lower prices, (b) increased self-esteem because of increased control, (c) more discretion and opportunities to make choices, (d) shorter waiting times, and (e) greater customization (cited in Langnick-Hall, 1996). It is the duty of the organization to define appropriate ways to motivate its own co-producers. Training customers about their tasks in co-production. Co-production involves special care because of the degree of uncertainty it introduces in hospitality service provision. To enhance service quality it is essential that customers should know what and how they are expected to perform their tasks. Hospitality organizations have several responsibilities. First of all, they must identify suitable services for co-participation and the degree of customer`s involvement in designing and providing the service. Then, it is necessary a careful selection of the customers who are able and willing to become co-participant in service provision (Do they have the necessary skills? Is the experience too dangerous? Is this participation in accordance with their expectation? ). Finally, customers must be trained so that they should understand their specific roles and contributions to co-production. In this respect, the organization may receive a valuable aid from other guests who are co-participants and who can help with training the `colleagues` to perform better. But even in this case, the organization has a responsibility to look for opportunities to â€Å"include their guests as a part of each other`s experience in a positive way† (Ford and Heaton, 2001, p. 1). Conclusions The study examines the complex interactions between hospitality firms and their customers and from the perspective of the former`s involvement in the organization`s quality management. The customers` role is quite extended in this area and has multiple facets. Thus, based on relevant international literature, the first research question receives the answer that customers may contribu te to improving hospitality service quality through accomplishing on-the-spot control, service failure control, consultancy, and co-production control. A quality control function is proposed to summarize and describe these activities. The value of the theoretical model resides in providing a unitary view of some actions of customers that seem to be disparate but have the same end of addressing service quality issues. So, the firm`s managers may go further from simply recognizing the value of 448 Amfiteatru Economic Quality Management in Services customer`s commitment to quality assessment and control and this conceptual framework may help with deepening their understanding of these processes. Also, the study put into light the obstacles hindering the performance of the above mentioned function. Following this line of reasoning, several courses of actions are suggested to be adopted by the hospitality organizations to enhance customers` contribution to managing service quality, which addresses the second research question. The findings have significant implications for shaping a strategy to enhance customer contribution to improving hospitality service quality. The core of this strategy is constituted by intensifying the two-way communication between the two parties involved in the hospitality service experience. On one side, transmiting information about the firm`s quality standards may eliminate customer`s possible confusion as to what exactly the firms have been promised. On the other side, the firm has to encourage customers to express their concerns, to give feedback, to lodge complaints when necessary, to communicate observations and suggestions about the quality of service experiences. Finally, an important aspect is also the perspective of the Transactional Analysis, underlining the effectiveness of objective and problem-oriented Adult-Adult relationships between customers and hospitality firm`s employees. Further research can be developed on the basis of the theoretical model and strategy presented in this paper, aiming to testing the customer quality control function and identifying good practice of its performance. References 1. 2. 3. 4. 5. 6. 7. 8. 9. Barnes, D. , Managing operations, The Open University, Milton Keynes, 1995 Bolwijn, P. 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Gronroos, C. „A service quality model and its marketing implications†, European Journal of Marketing, Vol. 18, No. 4, 1984 10. Ioncica, M. , Economia serviciilor, Ed. Uranus, Bucursti, 2000 Vol XI †¢ Nr. 26 †¢ June 2009 449 Customer Contribution to improving Service Quality in the Hospitality Industry 11. Kim, T. et al, „The effects of perceived justice on recovery satisfaction, trust, word-ofmouth, and revisit intention in upscale hotels, Tourism Management, no. 30, 2009 12. Lee, Y. L. , Sparks, B. , „Appraising tourism and hospitality service failure events: A Chinese perspective†, Journal of Hospitality & Tourism Research, no. 31, 2007 13. Lengnick-Hall, C. , â€Å"Customer contributions to quality: A different view of the customer-oriented firm†, The Academy of Management Review, Vol. 21, No. 3, 1996 14. Lind, M. , Salomonson, N. , „A pragmatic conception of service encounters†, AIS Special Interest Group on Pragmatist IS Research, Inaugural Meeting, Paris, Dec. 2008 15. Lugosi, P. , „Consumer participation in commercial hospitality†, International Journal of Culture, Tourism and Hospitality Research, Vol. 1, No. 3, 2007 16. Maddern, H. et al. , „Customer satisfaction and service quality in UK financial services†, Discussion Papers in Management, University of Exeter, No. 0, 2007 17. Ok, C. et al. , â€Å"Modeling roles of service recovery strategy: a relationship-focused view†, Kansas State University, 2002 18. Parasuranam, A. , et al. , „A conceptual model of service quality and its implications for future research†, Journal of Marketing, Vol. 49, 1985 19 . Pine, B. J. ; Gilmore, J. H. , â€Å"Welcome to the experience economy†, Harvard Business Review, Vol. 76, No. 4, 1988 20. Prahalad, C. K. and Ramaswamy, V. , â€Å"Co-opting customer competence†, Harvard Business Review, Vol. 78, No. 1, 2000 21. Presbury, R. et al. „Impediments to improvements in service quality in luxury hotels†, Managing Service Quality, Vol. 15, No. 4, 2005 22. Pullman, M. et al. , „Let me count the words: quantifying open-ended interactions with guests†, Cornell Hotel and Restaurant Administration Quarterly, Vol. 46, 2005 23. Susskind, A. M. , „I told you so! : Restaurant customers' word-of-mouth communication patterns†, Cornell Hospitality Quarterly , No. 43, 2002 24. Widjaja, D. C. , „Managing service quality in hospitality industry through managing the ‘moment of truth’: a theoretical approach†, Universitas Kristen Petra, 2002 450 Amfiteatru Economic