Chapter 13 discussion questions Essay Example | Topics and Well Written Essays - 750 words

Chapter 13 discussion questions - Essay Example Cases can be used to develop managerial leadership skills such as analytical decision making skills and increased understanding of situations that managers are commonly faced with. This method is good for demonstrating the fact that different people can react to the same situation in a variety of ways and helps trainees understand that there are multiple ways to approach a problem. Large-Scale Simulations allow trainees to analyze a situation and make decisions, however, unlike previous methods; this procedure allows them to experience the consequences of their actions. These simulations combine features of other training methods such as human relations cases, role-playing, in-basket exercise, and group problem solving exercises. They emphasize interpersonal skills, cognitive skills and decision making. The knowledge gained from this exercise can vary from increased individual self-awareness of strengths and weaknesses when working with strangers to reflecting the overall culture and relationships within a company when working with family or coworkers. Overall this method can be very useful in enhancing leadership skills. 2. Effectiveness of training depends on several key factors: clear learning objectives, clear and meaningful content, appropriate sequencing of content, appropriate mix of training methods, opportunity for active practice, relevant and timely feedback, high trainee self-confidence, and appropriate follow-up activities. Clear learning objectives – trainer should not only identify clear learning objectives, but also explain why training will help people improve their leadership effectiveness. Clear and meaningful content – trainer should focus on important things and include lots of examples to â€Å"facilitate comprehension and memorization of material.† Appropriate sequencing of content – should be organized in a way that will help the learning process, process from simple to more complex ideas and there should be a ppropriate intervals for rest between sessions to prevent trainees being overworked. Appropriate mix of training – Methods of training should be customized to compensate for differences in level of skill and knowledge, and should also take into account class size and time available to train Opportunity for active practice – there should be ample opportunity for trainees to practice new skills in order to aid in the remembrance of important points. Relevant and timely feedback – Feedback should be available from several different resources and should be â€Å"accurate, timely and constructive.† Enhancement of trainee self-confidence – trainers should be supportive of all trainees and encourage success and self-confidence. Praise, encouragement, and patience are necessary qualities for the trainer. Appropriate follow-up activities – A couple of options for this portion of training include holding a follow-up session after the training program has been completed or have trainees turn in projects that require them to utilize their recently learned skills. 3. Learning from experience is generally affected by amount of challenge, variety of tasks, and quality of feedback.

Thinking about cover, then and now Assignment Example | Topics and Well Written Essays - 1000 words

Thinking about cover, then and now - Assignment Example Conflicts between Coulton and Glee based on baaed on the arrangement of ‘Baby Got Back’. Both Glee and Coulton were not original song writer but it was a cover of a cover as Glee covering Jonathan Coulton covering Sir Mixalot. Sir Mixalot’s arrangement are different from Coulton covering and uniquely Colton’s. When Glee covered the song, it became obvious to Coulton and supported the origin of the arrangement as it was quite similar as Glee covering incorporated Colton’s line Johnny C’s in trouble’ while in Mixalot’s original song had, ‘Mix-A-Lot‘s in trouble and line was dropped by FOX in Glee performance. As the cover song was aired and sold in iTunes, it dealt Coulton a blow finically as Glee was given unethical and uncredited exposure by FOX as TV shows had stolen from Coulton. It is quite evident that legally Glee was right but ethically wrong by ripping from where he had not sowed. Even though, the work was not Coulton, he had to be credited when Glee took his arrangement based on ‘Baby Got Back† as he interpreted and created the song. Glee ought to have paid royalties as he earned from covering which would not be possible without the work of other artist. Another unethical covering is taking place in YouTube with over 40000 people having covered ‘Rolling in the Deep’, 6000 covering, ‘Somebody That I Used to Know and 11000 covering, ‘Pumped Up Kicks’ driven by non-commercial benefits being done out of love by fans of original songs hence no negative on market value of original but is a creativity criminalized as it done without synchronization license. Other examples of cover are those bought from Tom Waist’s Orphan Collection including such covers exposing his lounge as a singer from a different planet. ‘Sea of Love’ from Robert Plant’s Honey-drippers being covered by over billion people with Waist’s weird take but interesting. Alabama 3 album has also covered ‘Hotel

Autobiographical Film vs Autobiographical Prose Essay Example for Free

Autobiographical Film vs Autobiographical Prose Essay Autobiographical film, like prose, is filled with the memories of the major events in ones life. In prose, authors give detailed descriptions of their past, while in film directors are able to employ visuals and the use of song and voice-over to illustrate someone elses life or his or her own. Autobiographies are supposed to portray ones life truthfully and accurately; however, most contain stretched truths and over-dramatized events or emotions. In the film medium there is more opportunity for fiction than in prose. Jonathan Caouettes Tarnation and Agnes Vardas The Beaches of Agnes are two differing documentaries that explore this idea. Throughout these two documentaries the directors make use of visuals and sound effects to elicit an emotional reaction from the viewers. The use of these effects allows the audience to better understand how the director remembers a certain event and how it affects them. One of the frequently used elements in documentaries is re-enactment. While this can be helpful in portraying an event, if you dont have real footage it allows for over dramatization and interpretation from the actor playing the role. The actor can listen to how the director wants it to be however they could never fully portray the event truthfully because they were not present for the actual event. This allows for major discrepancies in the retelling of ones past. In a review of Tarnation Michael Bronski discusses how the extent of horrific psychic and medical destruction here is overwhelming (if not based on fact, Tarnation would play like a second rate John Waters film). The reality of the film reminds audiences of the fragility of life and how quickly things can change. Bronski goes on to discuss how the facts of Tarnation really give the film power, emphasizing the idea that truth can evoke just as powerful a reaction as a manipulated re-enactment. Using re-enactments in autobiographical film can force the audience to wonder about the level of truth in a scene. Has the scene been manipulated because it was more entertaining than the actual event or did the actor allow his or her own interpretation of the event to seep through and create an entirely new scene? Caouette filmed the majority of his life; therefore, the use of re-enactment was unnecessary. This almost constant day to day filming really helped to capture the essence of Jonathans life and how he viewed everything that was happening. Though Caouette filmed almost every day, the film wasnt presented in raw form. Tarnation was edited down and pieced together. Throughout the film there were moments where editing was more obvious than others. Specifically the scene where Jonathan is on the phone with someone from the hospital. He is checking on his mothers condition after a Lithium overdose. In between the scenes of that phone conversation there is a clip of him vomiting. The audience later learns that this is because he is severely ill as a result of the stress. When this scene is shown, the sounds of him vomiting are hear but visually it looks as though he is simply coughing into the toilet. This leads the viewer to believe that perhaps this was placed there for dramatic effect. Another example would be the way the entire first scene is presented. It is clear the phone conversation has been cut and spliced. One scene is of Jonathan completely crumbling emotionally from the news of his mothers health, it lasts only for a second and then in the following scene hes completely collected and calm. It is evident that it is being presented to evoke a specific reaction from the audience rather then presenting it truthfully as it actually happened. Fiction can also find its way into autobiographic film in that people behave differently when in front of a camera. They might see it necessary to put on a show rather than be themselves because of their discomfort with being documented. In many scenes when Jonathan is filming Renee she becomes very excited and begins to behave in a way that makes her look as if she is acting for the camera instead of just being herself. Another example of altered behavior because of the presence of the camera would be when Jonathan confronts his grandfather Adolph about his decision for Renee to undergo shock therapy. Adolph becomes very defensive and begins to close himself off because of the camera. He says to Jonathan Take that away, take that away, I dont want to be photographed by him. People begin to worry more about the way they come across once they realize that they are being closely watched and documented. In Agnes Vardas The Beaches of Agnes, Varda uses quite a few re-enactments to illustrate scenes from her childhood. Haden Guest discusses Beaches in Emotion Picture. She focuses mostly on her style as she recreated the memorable moments of her past. Guest writes, The re-creation of childhood memories in evocatively restaged family photographs to the more abstract recreation of Varda and her crew assembling a fragile, open-air gallery of mirrors on a gusty beach. Audiences either find these recreations of past events helpful in gaining a better understanding of Vardas life or somewhat dishonest and overly staged. Again, re-enactments sort of lose the truth and allow the director to manipulate the audience into feeling one way about whatever it is they are presenting. Varda also chose to include footage of her and the crew working on the film, however its left up to the audience to decide whether this is a moment of authenticity or yet another staged manipulation for entertainment sake. Throughout Agnes Vardas film she has many imaginative scenes. There are scenes of her staring blankly into the camera and walking backwards through places she once lived. Though this is in the film to illustrate that she is going backwards in time to tell her story it takes way from the portrayal of her story. Its included in the film for an artistic purpose rather than for one of truth and accuracy. In one scene her friend Chris Marker appears in the image of a cat and his voice is distorted to sound like a robot of sorts in a staged conversation with Varda. This scene, among many others, seems very whimsical and far from what actually took place in her past. Aside from fictitious imaginative scenes, The Beaches of Agnes strays from the autobiographical film genre, in that when Varda explores her past she ends up becoming more interested in something that she discovers on this journey that has nothing to do with her story. When she returns to her childhood home she becomes fascinated with the elderly doctor who now owns it rather than focusing on the life she lived there. In his review on Beaches, Haden Guest writes †¦the film frequently wanders away from its purported subject in order to learn more about the various people encountered along the way. Its as if she is making two movies, one about her past and the other about the people she met on the journey to making the film, but attempting to put them all into one. It seems the goal of The Beaches of Agnes is not to serve as a confessional narrative but an exploration into her past with a focus on the people she encountered rather than on herself. In film it is very easy for fiction to slip in and take control for entertainment value, whereas in prose there is a lesser opportunity. Both Jonathan Caouette and Agnes Vardas styles of filming allow for fiction, whether it be through editing, reenactment or other elements of film. Each of these directors classify their films in the autobiographical genre which means their films should present their lives truthfully and accurately. However, in both films it is clear that each director has manipulated footage or used reenactments to present their lives in a different way. Neither film is one hundred percent truthful. These films should not contain over dramatizations or stretched truths. When tackling the genre of autobiographical film it is important to portray oneself and ones story in an honest light.

Customer satisfaction and loyalty in convenient stores

Customer satisfaction and loyalty in convenient stores Abstract: In this article we look at the customers expectation from the convenience stores and the factors which drive the customers in the selection of a convenience store. The article further looks into the types of products that drive customers into convenience stores in Sri Lanka and also analyses their billing patterns to identify the demographics of customers working into the outlet and the type of products purchased. Even though the study looks at customers who are regular at the convenience stores their basket value is relatively very low which means their purchases are carried out at various other stores also. The study further identifies that even customers who are satisfied with the levels of services delivered by the convenience stores, it does not drive loyalty as customers look at shopping at different stores as per their needs. Based on our findings, further research should focus on identifying how customer satisfaction should be used to convert satisfied customers int o loyal customers. INTRODUCTION Rhee and Bell (2002) states that even though shoppers often visit and purchase from many different stores, most of them have a primary association to a main store where most of the purchases are made. This main stores are where the shoppers visit often to purchase when a large shopping basket is necessary. It is important for a new chain of convenience stores to be the preferred main store as when shoppers are converted into loyal shoppers they tend to spend double the amount in their first choice store as per Knox and Denison (2000). This is because most shoppers perceive the primary store as a safe bet according to Roselius(1971) as the primary store is a trusted place with the lowest level of perceived risk of disappointment when shopping. Yet Taher et al. (1996) argues that being at ease with a store is not sufficient to ensure repeat patronage. They go on to state further that with more information being available to consumers about value/cost alternatives Taher et al. (1996) be lieves that the number of customers who are willing to take the perceived risks are growing. This is good news for a small chain of convenience stores, which is relatively new as it means that by providing more information it is possible to attract new customers but the challenge is raised in converting these customers into loyal customers. It is therefore important according to Taher et al. (1996) and Sirohi et al. (1998) that retailers continuously collect information of the consumers who frequent the stores in a structured manner in order to understand areas for development of augmented services to develop loyalty to the stores. The strength of loyalty of customers to a store is one of the most important indicators of the stores strength according to Rhee and Bell (2002). Reichheld and Sasser (1990) reassure that profitability can be increased by increasing the levels of loyalty. Knox and Denison (2000) in their study of the retail sector in UK goes on to state that it is important for a corporate retail strategy to maximize consumer loyalty and minimize consumers from opting for switching. According to Solgaard and Hansen (2003) assortment of products at the outlet is one of the most important factors that drive the choice between the different stores customers patronize in. MODERN RETAIL LANDSCAPE AND CONVENIENCE STORES Retail comprises of all activities which directly relate to the sale of goods and services to the consumer for personal, non business use. (Retail glossary, 2009) The retail sector in Sri Lanka can be categorized into two as modern trade retailers and traditional trade retailers (grocery shops). The modern retail trade in Sri Lanka is expected to grow rapidly with the post war economic development and increase in household income. The penetration levels are expected to increase from 15% currently to 30% over the next 5 years. Modern retail format can be categorized into five formats as BIRO (2001) defines; they are convenience store, mini market, super market, departmental store and hypermarket. Convenience store is small in nature, offer few products. Its concentrated in convenience goods with limited brands. Mini market is bigger than convenience store in size, but still limited in product brands. Same with convenience store, mini market product offers focus on convenience goods. Department store is bigger in nature than minimarket, with varied products. Departmental store is a large retail store offering a variety of merchandise and services and organized in separate departments. Consumer can find shopping goods along with convenience goods in a department store. Supermarket is a large self-service food store selling groceries, meats, household goods, and so on, usually on cash-and-carry basis. Hypermarket is a variation of a supermarket that offers a variety of non food items, such as appliances, clot hing, and services, along with food items, in a vast space much larger than a regular supermarket, sometimes in excess of 200,000 square feet; also called superstore. The grocery items are often priced below market to draw traffic into the store; however, the grocery selection is also more limited than in a regular supermarket. The Sri Lankan modern retail market is dominated by the Cargills chain of supermarkets which has over 50% of the market share. There is only one hyper market in Sri Lanka to fit into BIROs classification of hypermarkets, but it has relatively low floor size. The modern retail market consists of five large players who are subsidiary business units of large conglomerates in the country. With high focus on large volumes and low margins, the customers in the modern retail segment are benefited by having a wider range of products, including groceries and general merchandise under one roof at relatively low prices. Convenience stores are a relatively new concept to the Sri Lankan market, and many consumers are still associating the convenient shops with mini supermarkets. The understanding of the convenience concept with limited range of products is still not clear in the local market. In Sri Lanka one of the growing convenience stores is Go Getter which was launched two years ago and currently it has 25 outlets. For this dossier the customers who visit Go Getter are studied to have an understanding of what drives these customers to the Go Getter outlet and which of these factors can be used to drive loyalty amongst the customers. In most of the Asian region the convenience stores are plenty and available in almost all locations. The growth of the convenience stores is mainly attributed to increased car ownership, increase number of households with refrigerators and freezers, and the growth in the number of working wives. (Jeannet and Hennessey, 1988) In other words the increase in mobility, growing purchasing power and the time constrains bring customers from shopping at supermarkets to convenience stores as customers are on the run and need to purchase products on the go. The wider choice of products and more competition was expected to bring higher quality and safety as well as to counter balance to rising price levels (Lipman 2003). According to Calvin B. Lee (2002) higher customer service levels lead to greater revenue and net income. The above stated research finding elaborates the extent to which customer service can lead to the company development. In every business, the customer service is very important. Without the help of customer convenience stores will find it difficult to attract customers and retention for repeat purchase. LITERATURE RIVEW According to Magi, 1995 and Corstens and Corstens, 1995 most of the consumers shop at more than one outlet. Most consumers patronage two or more outlets regularly because they arrange their shopping trips from different geographical locations (Solgaard and Hansen 2003) (e.g.,on way home from work, or other non-domestic activities). Similarly different stores may be selected as the purchasing requirement may vary by the amount of goods required (e.g., monthly purchases, topping up when necessary) or it can vary by the range of goods required (e.g., vegetables, meat, frozen foods, discount, etc.). Some consumers may even be looking for the products they prefer most or different individuals of the household may have preferences for different outlets. Therefore, to create loyal consumers one needs to understand what driver the customers to the store, however Mitchell et al. (1998) in their number of studies on store image had not identified a link between store attributes and loyalty. Garton (1995) and Bloemer et al. (1998) states that the consumers experience of the stores quality and service had relatively low level of influence in converting the consumer into a loyal repeat customer. Available literature has recognized several factors which influence satisfaction of outlet whilst shopping: Store attributes such as location of store (Woodside and Trappey, 1992) Range and quality of assortment stocked (Claxton and Brent-Ritchie, 1979; Sirohi et al., 1998) The pricing strategy used (Williams et al., 1978) Promotions carried in-store (Urbany et al., 2000; Kumar and Leone, 1988) Assistance provided by floor staff (Macintosh and Lockshin, 1997; MÃ ¤gi, 2003) Atmospherics of store ( Crawley, 1993;Yalch and Spangenberg, 199; Babin and Darden, 1996) Volume of purchase (MÃ ¤gi 2003); Garton (1995) goes on to suggests that to gain store loyalty it is important that the consumers image of the store be in line with the consumers self image. Sivadas and Baker-Prewitt (2000) concluded that the attitudes of consumers which drive the similarity between self image and store image are linked to store satisfaction. Still there is no evidence to suggest that this satisfaction necessarily has a direct effect on store loyalty. According to (Solgaard and Hansen 2003) a consumers preferred store is based on the perceived utility that they derives from the store. Consumers perceive the utility according to what they get for what they give. What consumers get is the output from the store which include service, products, price and other attributes in the consumer experience (Bucklin, 1966; Bucklin et al., 1996). To receive this output from the store the consumer also has to spend his resources in terms of time and money (Blackwell et al., 2001). As resources are scarce, resource maximization will be the key concern of the consumer and he will opt for the store where he perceives he will get the best store output for the resources he spend according to his perception of the services he receive. The available literature has pointed down a few significant drivers which effect consumers perception of store output these include the range of products and its assortment, quality of products available, overall service levels, store assistance personnel, store lay-out, convenience, cleanliness and atmosphere (Blackwell et al., 2001; Levy and Weitz, 2001; Bucklin et al., 1996, Finn and Louviere, 1996). Whilst the cost to the customer goes beyond the monitory value associated with the product prices themselves, and include the resource values of the time and money spend on transportation to and from the outlet. Individual determinants such as shopping intension, attitude towards retail outlets and shopping habits plays an important role on consumer shopping decision. Attitude towards retail outlet and shopping habits tend to influence shopping intension. This implies that retailers should concentrate on strategies in building consumers positive attitude towards their retail so that consumers visit their retail in order to make their visits regular (Siringoringo 2009) DESIGNING OF THE RESEARCH The factors that drive customer satisfaction identified by literature review were used amongst convenience store customers to understand if these factors hold true in the Sri Lankan context. And if they hold true to what extend are the levels of satisfaction they get from the existing convenience stores and their level of loyalty with the existing convenience stores. Further regular customers of 15 convenience stores were identified and their purchase habits were recorded using specially designed software at the point of sale to understand the relationship between customer demographics and purchase patterns. The objective of the second phase was to identify the types of products purchased and the basket value as literature reveals that consumers spend more at the primary stores than at any other outlet. 4.1.1 Objectives Of The Potential Consumer Survey The first phase of the study is carried out amongst the potential/current customers of convenience stores to understand their if the satisfaction drivers of the consumers hold true as per literature review and to understand further if they are loyal to one outlet or if the customers regularly switch between outlets. 4.1.2 Convenience Store Customer Sample The convenience store users sample size depends on resources available as well as on methodological considerations. Based on these, the study objectives will initially entail a review of approximately 390 convenience store potential customers. For the selection of the sample, a number of options for selecting the sample will be considered, with identification of purposive sampling as the most appropriate approach of those considered. Purposive sampling will allow for information-rich cases to be selected, which will generate insights into key issues and into effectiveness of interventions, rather than generalization to a population (Patton 2002). Sampling would entail surveying convenience store consumers and well as potential consumers who will be future buyers of Go Getter. Of the total population of convenience store potential consumers are undefined therefore a sample size of 390 is identified in the following areas: Main City limits and suburban area where convenience stores are popular and consumers are more adaptable to the concept of convenience stores. These constitute 5 of the 10 main cities where the convenience stores are currently functioning will be selected as the survey centers. Data capturing will be based on a structured questionnaire. A purposive sampling procedure will be used and the respondents will be selected based on income, profession, family size, gender and place of dwelling. The questions cover information areas such as current purchasing power, goods and services requirement and assessment of assortments and opinion on the services provided by the convenience stores. The SPSS package with an adapted code-book was used to process and analyses the data. Mainly descriptive statistics mean, mode and percentages will be used. The reason is to select sample is number of population is bigger than the 1 million. According to the Anderson sample chart fewer than 5 % error rate 390 is the best sample size if population is bigger. Hence, they will be selected from the people who work for FMCG sector (suppliers of Go Getter, potential customers, who would like to purchase goods from convenience stores and who live in apartments, who are receiving a salary above 1000US$, who are earning less than 150 US$, which compel them not to stock up their basic needs as well as young executives in the age range of 20 to 40 years who are living mostly in rented apartments or boarding houses. 4.1.3 Information Captured In Phase 1 The questions will be formulated to reveal the information listed below to understand the level of satisfaction customers are currently getting from the outlets they currently shop at. Table 1: understanding the convenient store landscape Objectives Descriptions 1. Knowledge of convenience stores Since the concept of convenience stores is new for the Sri Lankan consumers, identifying the consumers knowledge levels is important if they are to comment on the satisfaction they get from the convenience stores. 2. Product categories In the CVS/retail industry products are categories into different groups such as groceries, personal care, tobacco, perishable, impulse purchase etc. Different retail formats such as supermarkets, CVS, meat shops carry only selected categories of products. The products are categories tested are as follows Snack and confectionary Bakery Colas Mobile Credit Tobacco Groceries Baby care products Dairy products Others 3. Convenience offered/Expected/needed Identifying factors that customers associate as factors that drive convenience at the outlets they currently shop at and the levels of satisfaction they are getting from these outlets. 4. Customer retention/loyalty How loyal are the customers to the outlets that they shop at the moment. Are they switching amongst the outlets or are they shopping only at one selected outlet. 5. Expected retail format What other factors do they look from the convenience stores. These include factors other than convenience such as price/quality/atmosphere/relationship as literature review suggest these factors also drive the customer satisfaction levels There is a dearth of literature on the use of an appropriate scale to specifically measure the level of store satisfaction and store loyalty. Knox and Walker (2001) in their study of measuring and managing (brand) loyalty, stated that there is limitations in practically measuring of customer satisfaction as well as customer loyalty. Since there is no assured measuring instrument, the Likert five-point itemized rating scale is used in this instance to measure the level of attributions which drive store attributes. 4.2.1 Objectives Of The Online Survey The main objective of the online survey is to identify if the products which are purchase by the customers who have been identified as regular customers to the convenience stores are similar to the products stated by the respondents in phase one. This will help understand gaps if any amongst the actual customers at the store and the respondents to the first phase of the survey. The second set of information concerns on the basket value to understand if these regular customers are actually loyal customers as the basket value of loyal customers should be higher than or in par with the basket value in phase one. 4.2.2 Online Sample This data collection is planned to be done from customers who visited the convenience stores using a Convenience card which was given to the shoppers who visited the outlet regularly. This study is planned to be done at 15 outlets of the Go Getter convenience stores. Computerised data is collected from January 2008. The sample comprise of 15 outlets in order of the highest number of customer visited from 1st January 2008. There are 200-300 convenience card holder who visit each outlet on a daily basis. Hence, an average of 250 customers per outlet for 15 outlets will result, 3750 customers per day for a month and the same could be taken as respondents. Therefore it can be considered as an adequate representation. Data will be collected monthly. A special modification was done to the point of sales software application where the specially trained cashiers enter profile data of customers prior to the billing process. 4.2.3 Information Captured In Phase 2 Data which will be collected at the time of checkout is age group, gender, and product availability (were the products that they wanted available or were they out of stock). This data will be automatically correlated with items that they have purchased which will result in the identification and analysis of patterns and trends. 5.0 DISCUSSION OF DATA ANALYSIS 5.1.1 Understanding The Product Range And Pricing Concern From the respondents selected for the data collection 77% of the respondents were in executive or managerial grades. Almost 63% of the respondents earn > $ 150 are in the executive grades whist 70.97 % of those who earn As expected more than half the population (57.63%) stated that they buy other products, followed by 35.59% stating CSD/colas whilst milk products were stated by 32.2%. This clearly reflects that customers visiting convenience stores look beyond the major product groups identified. Regarding the value for money received at competitors, 61.2% of those who earn >$ 150 agreed that that value for money is received whilst 48.4% of those Given what was discussed above regarding the range, it is important to assess whether consumers have any concerns about the range on offer. However, a more than two third of the sample >$150 and 5.1.2 Level of Satisfaction drivers Service is a key dimension that needs to evaluate in the retail industry is customer service, as the entire concept revolves around service delivery. Nearly half the sample 82.8% stated that the check out is quick whilst a majority (90.7%) stated that the sales staff can be identified most of the time. Furthermore, 92.6% of the overall sample stated that the outlets maintained cleanliness with 58.2% stated that outlets maintained cleanliness most of the time. Nearly equal number of persons surveyed commented on the price consistency with 164 persons stating that price consistency is maintained sometime while 181 persons out of 390 interviewees stating that price consistency is seen most of the time. The staff assistance was commented positively with near universally 93.1% stating that the staff provides assistance most of the time or sometimes. On receiving goods promptly, 55.9% of those earning above The respondents earning above $ 150 category felt that the service was good sometimes. Almost universally the respondents were satisfied with the overall level of service (92.6%). Furthermore, a cross analysis between those who shop at the outlets, the facilities they look for and the times of the day and the product range highlights the following findings: Given this levels of satisfaction, it is important to look deeper in to data and see what aspects are valued by the customers at convenience store outlets. In order, a cross analysis was carried out between those who shop at these outlets and what they value most. As the literature suggested almost half the population in both income levels stated that it is location followed by range and service at an overall level. These findings when analyzed by the respective income brackets come in the order of priority where 48.4% state location, 32.3% stating offering a range and fast service being stated by 25.8% of those below $ 150. The order of importance changes when looking at the data of those above $ 1000. To them it is the location that matters most, followed by fast service and the product range. 5.1.3 Tendency To Shop At Multiple Outlets (Low Loyalty) From the total base of 390 respondents, a little less than half the population (40.51%) visit competitor outlets at least once a week and the next frequency was irregular (21.79%) with a similar amount (21.54%) claiming to visit competitor outlets less than once a week. None of the respondents do their shopping at one selected outlet. 40% shift from outlet to outlet more often than not on a regular basis even though there is high level of satisfaction, whilst the balance on a irregular basis shops from different stores. This clearly shows that even though most of the customers are satisfied with the offerings of the convenience stores they still are not loyal to one outlet. Discussion On Data Collected At Selected Outlets The information which was captured through the POS data collection system was analysed to find similarities in the profile of customers visiting the outlets and the type of products mainly purchased. The literature review highlighted that it is important to identify the main products that are looked for by the consumers need to be merchandised properly to achieve customer satisfaction. When analyzing the Go Getter customer profile it is evident that customers of all ages have patronized the outlets. The regular repeat customers were divided into 4 main segments: teenagers, youth, the middle aged and the elderly. Table 1 illustrates the summary of the analysis of data collected from the survey of Go Getter customers for a period of two months. Table 4: Profile of customers at Go Getter outlets Profile information Response Average age segment Dependent upon each outlet. However, a notably high number of customers belong to the middle age seem to frequent. Gender More skewed towards the males, conforming the basic fact that top up is less frequent as a household level in Sri Lanka. Purchase tendency Except for a few variations that were dependent upon the outlet location, most demand was generated to beverages, snacks/confectionary and frozen food. Basket Value Purchases are very small in quantity, bought either on the go or for topping out at homes. Most people (25% 33%) of the customers spend less than Rs 50. Source: Author One of the most striking findings is the fact that seemingly lesser number of teens and youth has visited the outlets, especially teens. This is mainly owing to the fact that in Sri Lanka children are dependent on their parents till their secondary education is completed. Culturally, children leaving home takes place only after marriage and till such time parents and grown up children live under the same roof which is quite opposite to the Western countries. Within this backdrop, teens and youth often do not have an income for themselves and depend on their parents to give them cash for their education and other needs. A higher number of the visitors to the outlet were middle aged and elderly, dominated by the males. This coined with the main products purchased beverages/snacks and confectionary shows that most of the purchases were low value products bought on impulse rather than for household topping up. The outlets in residential areas were doing better than the outlets in commercial areas, still the product range commonly sold shows that beverages/snacks are bought more than household products, which shows that consumers still dont buy products for household topping up from Go Getter. What is very discouraging about the information gathered from the online research is the average basket value of the regular customers. From the data analysis is the basket value spent by the consumers per visit with almost a third of the customers spending less than Rs 50 (less than USD 0.5) on an average visit. This is in line with the first phase of the study that most customers prefer to buy from different outlets. Therefore the basket value of even the regular customers who visit the selected convenience stores remain low as they come into purchase products of low value as and when necessary. 5.3 Limitations of Results This study was done as a part of the doctorate thesis on understanding the consumers and the challenges in the retail trade for the entrance of a new chain of convenience stores in a market where the concept of convenience stores is limited. Therefore the data was collected on understanding the customer satisfaction drivers and to understand what need to be done to increase the revenue of the Go Getter outlets and not to understand how to grow loyalty as the business is currently at the beginning phase. Therefore further research needs to be done on the regular customers of the outlets to understand their levels of loyalty as the factors used in the research to identify the relationship between satisfaction and loyalty are limited. 6.0 CONCLUSION Previous studies carried out by Woodside and Trappeys (1992) states when specific attributes such as low overall prices or most convenient are suggested customers respond with a top of the mind association for each of the values. These associations are the strong drivers of satisfaction are what customers associate with the main store where they make most of their purchases. Bloemer et al. (1998) states the store satisfaction is the mediator of the perception of the store and store loyalty. Still even in reason studies though this connection is seen a solid link between store satisfaction and loyalty has not been established. In a recent study, it was identified that customers are loyal to outlets with an image which match their own self image. Through the levels of satisfaction customers get from the convenience stores, they look for a parallel with the self image and the store image, which according to Sivadas and Baker-Prewitt (2000) does not necessarily translate into store loyalty as there is no clear connection. This lack of clear connection between store satisfaction and loyalty, the relationship between these two attributes remain speculative according to Mitchell et al. (1998). When analyzing the information collected from the Sri Lankan chain of convenience stores and their potential stores it shows high level of customer satisfaction amongst customers who use convenience stores. The study further goes on to show that even though most customers are highly satisfied with the stores they patronize they still are not loyal to any of the outlets they shop at. The customers have a limited loyalty to outlets and prefer to shop at outlets as and when necessary to purchase products as and when necessary. The purchasing habits suggest that even the customers who visit the convenience stores regularly purchase products only for a small basket value suggesting that the main outlet of purchase is different to this outlet even though they regularly visit these selected outlets. This suggests that the customers who visit these outlets regularly are looking for top up products whenever the need occurs and the outlets need to work on cross selling to these customers and increase impulse purchases to increase basket value. The relationship between loyalty and satisfaction is still not clear but as customers are satisfied with selected attributes they continue to patronize the outlets. Therefore in creating loyalty satisfaction is a basic need. It is not clear how satisfaction can be converted into loyalty or if that transformation can be achieved. Therefore further studies need to be carried out to understand the drivers of loyalty in the local retail sphere to understand better on the development of loyalty amongst customers.

Machiavellian Folly in The Prince Essay -- Machiavelli The Prince Essa

Machiavellian Folly in The Prince      Ã‚  Ã‚   In the annals of history, many individuals have contributed great works of literature, waxing philosophically on the meaning of life, death, and love.  Ã‚   Niccolo Machiavelli wrote not on love or life, but on power:   How to capture it, how to consolidate it, and how to defend it against all comers.   His work has been talked about and dissected to the extent that his subject matter and methods have earned their own moniker:   Machiavellian.   Nonetheless, this great philosopher's works did not meet with unanimous approval.   His own student, Thomas Hobbes, presented a very different account of politics.   This essay offers a Hobbesian critique of some of Machiavelli's arguments, focusing in and around the ninth chapter of The Prince.   Although Machiavelli and Hobbes share many of the same views - like the moral depravity of the human character and the absence of natural justice - Hobbes differs from Machiavelli in three key respects:   The position of glory and honour, the role of competition, and the function of the state.    Hobbes and Machiavelli share the same understanding of human character.   Machiavelli wrote during a time when people believed in absolute moral virtue.   But as Machiavelli struck pen to paper, he rebelled from this norm.   Having criticized Christian doctrine in Discourses on Livy, Machiavelli proceeds in The Prince to outline a sinister, ruthless understanding of virtue.   Hidden deep within this dark design is his greatest contribution to modern politics:   Rationalism.1   Machiavelli was the first philosopher to employ a truly pragmatic approach to politics.  Ã‚   He examined human beings in light of their motives, their desires, and their fears.   While other philosoph... ...ts of the citizenry.    BIBLIOGRAPHY: Curley, Edwin [Ed.].   Hobbes, Thomas.   Leviathan.   Hackett Publishing Company, United States of America;   1994 Mansfield, Harvey C. [Trans.].   Machiavelli, Niccolo.   The Prince.   University of Chicago Press, Chicago;   1998    1 Sometimes referred to as Realism. 2 Pangle, Thomas.   Class Lecture.   Jan. 25, 1999 3 Mansfield, Harvey C. [trans]   Machiavelli, The Prince.   Ch. XVII.   P. 66 4 Curley, Edwin [ed.].   Hobbes, Thomas.   Leviathan.   P. 58 5 Mansfield, Harvey C. [trans]   Machiavelli, The Prince.   P. x 6 Curley, Edwin [ed.].   Hobbes, Thomas.   Leviathan.   P. 76 7 Ibid.   P. 78 ** Emphasis added in translation. 8 "Good" here refers to the conventional, Biblical and Aristotelian understanding. 9 Mansfield, Harvey C. [trans]   Machiavelli, The Prince.   P. 62 10 Ibid.   P. 71   

gatcolor Great Gatsby Essays: Importance of Color :: Great Gatsby Essays

Importance of Color in The Great Gatsby Fitzgerald   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In literature, colors are often purposefully chosen for different characters to represent the character’s personalities. In The Great Gatsby, by F. Scott Fitzgerald, the colors green, yellow/gold, and gray are used to represent the attributes of the colored person or place.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Apparently, green is the most prominently used color in the novel. The reason for this may be that green is the color used to describe the main character of the novel, Jay Gatsby. One of the possible meanings of green in this story is envy. Gatsby can be seen as an envious man for a few reasons. For one, he is extremely envious of Tom Buchanan because of the fact that he has the one thing he can’t buy, Daisy. Also, Gatsby is extremely envious of the people that he invites to his house. He knows that he is not old money like the people he invites to his parties. This makes him a man of who, is â€Å"Green with envy.†   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In like manner, green is also used to symbolize money. In the story, money controls the life of the people in the story. Gatsby feels that he needs green money to live and to impress Daisy. Symbols of Gatsby’s money included his large green lawn and the green ivy growing up his house. Also, in his car, it depicts the passengers sitting â€Å"in a sort of green leather conservatory.† All of these symbols depict Gatsby’s money.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In contrast to green, yellow and gold are used to be an example of old money, unlike green that is used to depict the new money of gold. Tom could be seen as a gold person for he has old money. As green and gold contrast, so do Gatsby and Tom. A quotation of new money gold is â€Å"†¦ Jordan’s slender golden arm resting on mine†¦Ã¢â‚¬  Gatsby desperately buys â€Å"†¦.. a yellow car,† in which he will attempt to be of old money, even though everyone knows that Gatsby is not of old money. Gold and green are as much a contrast of new and old, but they do have a distant connection just as a new and an old car have the same connection. They may look different, but deep down, the two can be seen as the same item.   Fitzgerald describes the Valley of Ashes as

Leadership qualities of Odysseus throughout the book Essay

Throughout the Odyssey, the lead character, Odysseus, is presented as the ideal Greek leader. He demonstrates this through the treatment of his men and how he deals with problems that are presented to him. Because the Odyssey was first a spoken myth, it took on the shape of the society in which it was told. Including that society’s moral and ethical values, as well as its desires in the traits of a leader. A leader must first be defined, then set apart from other potential leaders, then the leader must be tested through his actions, only then can a definite leader be defined. First, one must define the ideal Greek leader. An ideal Greek leader commands the respect of those being led, but also gives respect. He must be intelligent and cunning, and able to think logically with the intentions of keeping the well being of those under him. Reverence to the gods is mandatory, as they are viewed as the supreme leaders. An ideal leader must have an ability to lead a military victoriously, but also know when military action is not necessary. There are many other traits that the ideal Greek leader must possess, but none are as important as those that have been listed. Another way of proving Odysseus as the ideal leader is by contrasting him with other leaders. Two other characters in the book that could be considered character foils are Antinoos and Alkinoos, two very different leaders. Alkinoos, King of the Phaeacians, is presented as leader who is open to outsiders, another trait that is revered in ancient Greek culture. When he provides the hospitality to Odysseus, he shows his welcoming manner by not only allowing Odysseus to stay as his guest, but also taking him back to Ithaca. â€Å"When you came here to my strong home, Odysseus, under my tall roof, headwinds were left behind you. Clear sailing shall you have now, homeward now†¦Ã¢â‚¬  (XIII, 4-7) Alkinoos can be considered a foil that shows  what Homer viewed as a good leader. Antinoos, on the other hand, was almost the opposite. The suitor spent his time unsuccessfully enticing Penelope, one of many things that Homer could have considered to be a bad trait, especially when possess ed by a leader, which is something that Antinoos could be considered in his relationship with the other suitors. He was also the suitor who came up with the scheme to kill Telemachus. Furthermore, Antinoos being the first to die when Odysseus returns, could be presented as Homer’s punishment of the iniquitous suitor of the hero’s wife. These two characters can be considered the two extremes in Homer’s view of a leader. Odysseus’s actions throughout the book demonstrate the traits that make him a good leader. Through his decisions in these specific events, he proves that he is a good, but not perfect, leader. First, his decision to send men to scout out Kirke’s house was one of pleasure, not conquest. Odysseus did not need to send his men probing the unfamiliar island, but still felt it necessary. This decision is one that had to be made, but given past experiences, the reader would expect Odysseus to choose otherwise, especially when his men felt hesitant. â€Å"They were all silent, but their hearts contracted, remembering Antiphates the Laistrygon and that prodigious cannibal, the Kyklopes†¦ But seeing our time for action lost in weeping, I mustered those Akhaians under arms, counting them off in two platoons, myself and my godlike Eurylokhos commanding.† (X, 217-224) It wasn’t until after the first party fell prey to Kirke’s elixir that Odysseus shows his true leadership. With the aid of the gods, he is able to free his men from living as swine. Although he stays long after he has freed his men, nearly a year, he felt the obligation towards his men by undoing Kirke’s acts and freed them from her hold. Another instance when Odysseus demonstrates his leadership ability is when he is faced with the escape from Polyphemus’s cave. His quick thinking and strategic approach gave him victory over the giant, two traits Homer emphasizes in Odysseus. Odysseus is able to lead his men to blind the Kyklops, but shows how no mortal man can be perfect, no matter how heroic, by shouting back at Polyphemus and telling him who had truly blinded him. Finally, Odysseus’s similarity to some of the known leaders of ancient Greece  can be used to express how Odysseus was presented as the ideal Greek leader. The first of whom being the democratic leader of Athens, Pericles, and second being Alexander the Great. Pericles was much like Odysseus in a sense of his ability to manipulate and influence those under him, a necessary skill in any democratic society. He was able to influence the other elected officials into believing what he wanted, and stemmed his success from that ability. Although not an especially admirable trait, the ability to influence men into what is needed to be done in the eyes of the leader is most certainly necessary, especially when it involves military authority. Alexander the Great’s decisiveness is paralleled only by Odysseus, which is another trait that all strong leaders must possess. Another element to a leader that is often present is that of arrogance, as Alexander the Great believed himself to be half immortal, and held himself in comparison with Hercules. Alexander was even known to sleep with copies of Homer’s books under his pillow, and drew heavy influence from Homer’s characters, including Odysseus. Odysseus is considered to be one of the greatest mythological heroic leaders. Not only is he presented as the model for the ideal Greek leader, but has influenced many other leaders throughout history, including Alexander the Great. Odysseus was a model for ancient Greek leaders, and still influences our views of leadership today, although we may not even notice it.