Business Report Analysis

Question: Set up a proposition for checking remaining burden that the organization has been confronting. Answer: Issue articulation PC R Us is organization managing the assembling and retailing of the PC frameworks. The organization has as of late propelled a fix and administration division, Complete Care in the market with the primary reason for fixing and overhauling the convenient work areas, journal, and PCs. The division bargains in giving a quick reaction to the different issues of the clients including the guarantee fixes and specialized ask. Be that as it may, inferable from certain reasons, the division is experiencing difficulty and has been getting grumblings identifying with the deficiencies of the prepared specialized administrators in the phone community, conveyance issues and parts inaccessibility issues also. These issues of the organization have been making a negative effect on the view of its clients identifying with its client care principles (Brock et al, 2013). Henceforth, accordingly, an examination proposition has been set up so as to deliver the issues identified with the administration ar rangement of the organization. Reason for the exploration The principle motivation behind the exploration is to set up a proposition for checking outstanding task at hand that the organization has been confronting. As the organization is inadequate with regards to the specialists in managing the best possible working of the business exercises, it is making an enormous weight on the organization to offer its types of assistance inside the evaluated course of events. In this manner, an ever increasing number of clients are hesitant to utilize the administrations as given by the organization. This circumstance has prompted the age of worry for both the organization and its clients wherein the organization has been looking with non-polished skill issues, as it can't meet the desires for its clients. The examination study, in this way, bargains in distinguishing, assessing, and showing on the issues identified with the disintegration of the business performed of the organization. The exploration proposition bargains in giving a stage to the orga nization to handle the issues to such an extent that to improve its business execution later on (Brudenall, 2015). Examination plan Reason of the investigation The current circumstance of the organization has been appeared to expel certain issues identified with the relationship with the current clients. The association has been not able to make a more advantageous relationship with the customer base and thus, it tends to be discovered that it can't hold its current customers who are being constrained to grumble about the client assistance of the organization. The circumstance has been ceaselessly weakening the maintenance of customer and is one of the most significant issues looked by the association. The circumstance might prompt negative execution of the organization if the client base is diminished. Exploration model The exploration model plan can be appeared by the connection between the business execution and client. The model would help the scientist in examining the estimation of the administrations being given by the business experts to the clients. As indicated by lvarez, Lpez and Perry (2014), the organizations are dismissing the desires for the current customers while offering types of assistance and are giving more consideration towards new clients which has been the principle purpose for the corruption of the client assistance measures of the organizations. Figure 1: Customer fulfillment model Source: Created by creator Exploration approach The exploration approach manages the procedure by which innovation identified with the examination study and accumulates some important and applicable data about the subject. The methodology would rely upon the exploration factors that are gotten from two best methodologies, which could be actualized in the examination study including the deductive and inductive methodology (Billig Waterman, 2014). The analyst is required to represent the various sorts of hypotheses, ideas, and models that could be accessible from the writing of the different scientists. Subsequent to relating the speculations ideas and models with the exploration subject, the scientist is at that point, required to associate the information with the underlying idea so as to give the pertinence of the examination study. Along these lines, the specialist ought to have the option to examine the truth based result for the examination procedure. Inductive exploration approach manages the improvement of new models and spe culations that could be useful for leading examination toward the end (Pickard, 2012). The scientist needs to distinguish the issues identified with what direction to the obtaining of the data in detail to build news identified with the exploration subject. In any case, for the conduction of the exploration procedure, the scientist would pick the deductive examination approach as it would be less tedious and would be savvy for the conduction of the examination procedure, which incorporates the representation of new hypotheses and models (Gast Ledford, 2014). The whole exploration concentrate needs to follow the speculations and models that would have in obtaining valuable data with the end goal that to give a structure that could be broadly acknowledged and might make a distinction for the association. Examination reasoning The examination procedure ought to execute the Positivism research approach which would be empowering the specialist to increase valuable and applicable sources which could be real and dependent on the truth (Ackah-Baidoo, 2012). Along these lines, the analyst could be getting the chance to obtain the most precise information. Execution of the Positivism Research approach would likewise assist the scientist with saving the measure of time and financial plan while leading the exploration procedure so as to build an examination study. Exploration point The exploration procedure targets checking outstanding burden that the organization has been confronting and giving a proficient answer for the best possible working of the business exercises. The examination proposition bargains in giving a stage to the organization to handle the issues with the end goal that to improve its business execution later on. The exploration study, bargains in distinguishing, assessing and outlining on the issues identified with the weakening of the business execution of the organization. Exploration objective The primary target of the exploration goal would be: To deliver the issues identified with the business procedures of the organization To discover the adequacy of the Complete Care profit of the organization To assess the effect of the issues of the organization on the consumer loyalty To enhance the Complete Care program Exploration questions What is your assignment in the organization? It is safe to say that you are confronting any remaining task at hand? What are the issues identified with the decay of the business execution of the organization? Is the new Complete Care division performing proficiently? What are the issues, which the division is confronting? How do the issues influence the fulfillment of the clients? What measures should be possible to destroy the issues? Test structure The data identified with the exploration subject ought to be gathered from the representatives working in the organization. The complete populace of the representatives working in the organization ought to be chosen as the example (Agnihotri et al,. 2015). The discoveries ought to be gotten from the example for the investigation and conversation of the data that will be obtained from the examination procedure. The analyst is along these lines, required to actualize a suitable unit for the inspecting technique. The analyst is likewise required to choose the straightforward arbitrary examining distributed for killing the people working in the organization to such an extent that to give them equivalent open door for being chosen as a piece of the example. The total rundown of the populace is to be assessed for the shift in weather conditions of 100 representatives wherefrom an example of 80 examples ought to be chosen. As the chose respondents are simply founded on irregular inspecting, the determination procedure is guaranteed to be liberated from any biasness. After the execution of the information testing, the analyst is at that point, required to gather the data through the usage of the deliberate inspecting strategy. This orderly testing strategy is a kind of likelihood inspecting where the example respondents are chosen from a huge populace dependent on the arbitrary beginning 16 ounces and a fixed occasional person. The specialist is then required to get an irregular number structure the populace wherein every n-the person from the rundown is chosen. The strategy is basic and ought to lead effectively and thus, it ought to be executed in the examination procedure. Apparatuses to be utilized The measurable devices to be utilized by the analyst for examining the information being gathered during the information assortment after actualizing the testing strategy are the standard deviation methods and the bops program. The SPSS is a product bundle that helps in examining the factual information. The data ought to likewise be use to make the charts and tables with the assistance of the product (Anfara Mertz, 2014). The standard deviation is a measure that could be utilized for evaluating the measure of variety or scattering of the gave set of data esteems (Bayraktar et al. 2012). The data being obtained in the information assortment strategy is supposed to be close the mean of the set if the standard deviation is near zero. While, the data is supposed to stray or spread over the estimations of the standard deviation is higher. Information assortment and investigation The information assortment procedure ought to include the obtaining of the significant data from the wellsprings of the information including both the essential and auxiliary. The essential information can be gathered through the conduction of the reviews, interviews dependent on the surveys being set in the exploration venture (Blocker et al., 2012). The studies including the survey structures are required to be passed to 80 respondents. The perception ought to be founded on the five evaluating scale. Also, the perception would be empowering the scientist

According to the BBC, 'Britain is a surveillance society.' To what Essay

As per the BBC, 'England is a reconnaissance society.' To what degree does this trade off and strife with individuals' entitlement to protection An Analysis - Essay Example Numerous pundits were confounded over the UK government wide utilization of CCTV for observation as Britons continually safeguarding of their security at home. CCTV reconnaissance is worried about social arranging. The observation framework gets gathering and individual information in order to arrange populaces and individuals according to fluctuating measuring stick, to conclude who ought to be focused for doubt, uncommon treatment, consideration, qualification, and access and so on. Oscar Gandy names it as the â€Å"panoptic sort† which is a prejudicial either completely or not mechanized innovation. (Lyon 2003:20). The sending of tremendous number of CCTV in Britain and its impact on common freedoms and on human rights, regularly is being bantered the country over. The fundamental concern is that there exists no appropriate demonstration or guideline concerning their utilization .The present UK’s alliance government has guaranteed to start steps to address this issue and would investigate stopping the current openings like abuse of CCTV reconnaissance by specialists and to forestall human right maltreatment like intrusion of individual’s security (Rowlinson 2008).... ( Wacks 2010:10). Before 1998, there were conflicting and flighty deliberate Codes of Practices for the guideline of CCTV checking in Britain that were barely followed with. The enactment that directs CCTV checking is of late starting point in the United Kingdom. The protection issue was underscored by the Human Rights Act, 1998. In all actuality there is even now no specific legitimate system is existing to direct CCTV which has presumably brought about the affirmation of United Kingdom as a CCTV observation problem area. The main present guidelines for managing CCTV checking are to be found in the custom-based law on security, the Data Protection Act, 1998, the laws on criminal proof which control the tolerability in court of information accumulated by CCTV and under the arrangements of break of certainty. During ongoing occasions, the Information Commissioner gave both a Data Protection Code on Monitoring at Work and a particular CCTV Code of Practice which pinpoints explicitly to the CCTV code and to camera reconnaissance exercises. As of late, there has been a revision in CCTV Code out of sight of choice given in the combative case to be specific Durant v. FSA. For this situation, the Court of Appeal capriciously abbreviated the wide understanding of â€Å"personal data.† The camera observation in U.K had a genuine effect because of decision given in the Durant v. FSA where the Information Commissioner’s CCTV Code of Practice 2000 and the Data Protection Act, 1998 are appropriate. Because of decision given in the Durant case, the Data Protection Act is not any more appropriate to â€Å" essential CCTV systems† as they are not gathering â€Å" individual information â€Å" as respects to any resident when they can concentrate on any individual or they are not planned in spite of pictures of

Dialectical Behavior Therapy (DBT) for BPD

Dialectical Behavior Therapy (DBT) for BPD BPD Treatment Print Dialectical Behavior Therapy for BPD By Kristalyn Salters-Pedneault, PhD Kristalyn Salters-Pedneault, PhD, is a clinical psychologist and associate professor of psychology at Eastern Connecticut State University. Learn about our editorial policy Kristalyn Salters-Pedneault, PhD Reviewed by Reviewed by Amy Morin, LCSW on November 29, 2019 facebook twitter instagram Amy Morin, LCSW, is a psychotherapist, author of the bestselling book 13 Things Mentally Strong People Dont Do, and a highly sought-after speaker. Learn about our Wellness Board Amy Morin, LCSW Updated on February 22, 2020 Johnny Greig/Getty Images More in BPD Treatment Diagnosis Living With BPD Related Conditions Dialectical behavior therapy (DBT), developed by Marsha Linehan, Ph.D., at the University of Washington, is a type of psychotherapy, sometimes called talk therapy, used to treat borderline personality disorder (BPD). DBT is a form of  cognitive behavioral therapy  (CBT), meaning its a therapy that focuses on the role of cognition, which refers to thoughts and beliefs, and behavior, or actions, in the development and treatment of BPD. DBT includes some changes to the traditional cognitive-behavioral elements of therapy. These changes are intended to specifically help reduce the symptoms of BPD. Research Support DBT was the first psychotherapy shown to be effective in treating BPD in controlled clinical trials, the most rigorous type of clinical research.?? DBT is considered the gold standard first-line treatment for borderline personality disorder.?? While DBT is no longer the only therapy to have shown effectiveness in controlled trials, it has grown a large evidence base and is considered one of the best treatments for BPD in terms of documented success rates. Research suggests that DBT is effective in reducing psychiatric hospitalization, substance use, and suicidal behavior.?? Participants in the study also had significant reductions in hospital stays, self-injurious behaviors, and the severity of borderline symptoms. Theoretical Basis DBT is based on Dr. Linehans theory that the core problem in BPD is emotion dysregulation, which results from mixing biology, including genetic and other biological risk factors, and an emotionally unstable childhood environment, for instance where caregivers punish, trivialize, or respond erratically to the childs expression of emotion, together. The focus of DBT is on helping the client learn and apply skills that will decrease emotion dysregulation and unhealthy attempts to cope with strong emotions. What to Expect Usually, DBT includes a combination of group skills training, individual psychotherapy, and phone coaching, although there are exceptions. Patients in DBT are asked to monitor their symptoms and use of learned skills daily while their progress is tracked throughout therapy. There are four main types of skills that are covered in DBT skills training. These are:?? Mindfulness Meditation Skills Mindfulness meditation skills are focused on being fully in the present. These skills center on learning to observe, describe, and participate in all experiences, including thoughts, sensations, emotions, and things happening externally in the environment, without judging these experiences as good or bad. These are considered core skills that are necessary in order to implement other DBT skills successfully. For example, people with BPD may find themselves overwhelmed with emotions during an argument and may then act out on those feelings without considering the consequences. Mindfulness skills help people learn how to interpret and regulate these emotions, allowing them to step back and respond more appropriately. Interpersonal Effectiveness Skills The focus of this skill module is on learning to successfully assert your needs and to manage conflict in relationships. Distress Tolerance Skills The distress tolerance skills module promotes learning ways to accept and tolerate distress without doing anything that will make the distress worse in the long run, for instance, engaging in self-harm. When faced with strong emotion, a person with BPD may engage in impulsive or risky behaviors in order to escape what feels like an intolerable feeling. Substance use, violence, excessive alcohol use, and other risky actions are just a few examples of behaviors someone might engage in to temporarily feel better. The problem is that these behaviors make things worse in the long-term. Distress tolerance skills allow people to learn how to better cope with such emotions and respond in ways that are more adaptive. Emotion Regulation Skills In this module, patients learn to identify and manage emotional reactions.?? Regulating emotions involves enhancing or reducing emotions in order to respond effectively and achieve individual goals. Gaining these emotional skills allows people with BPD to better interpret their emotions and find ways to manage and express them in ways that are healthy and non-destructive. Examples of skills a person might work on include learning how to accept emotions, changing behaviors in order to change the situation, or finding ways to deal with the emotion without lashing out. Effectiveness DBT is not a cure for borderline personality disorder, but it can be very effective for reducing or managing symptoms of the condition. One study found that 77% of people no longer met the criteria for BPD after a year of treatment with dialectical behavior therapy.?? Getting Help If you are interested in learning more about DBT, there are a number of resources available on the Behavioral Tech website. Visit the resources page to learn more about the basics of DBT and Dr. Linehan. The clinical resources directory can help you find DBT providers in your area. Alternatively, you can ask your therapist, physician, or other mental health professionals for a referral to someone who specializes in DBT. The Difference Between DBT and Didactic Therapy Didactic therapy is a group therapy most often used for those with substance use disorders to teach them the facts and help educate them, while DBT is typically for use in the treatment of borderline personality disorder. The 9 Best Online Therapy Programs

The Coca-Cola Company Free Essay Example, 1500 words

Minnick joined Coca-Cola, the competition took place on a global level and for success in global markets, and understanding of culture was one of the key factors for developing globalized marketing and innovative strategies. Minnick realized that the innovations like merely by repackaging and slightly changing the flavors would not be helpful. In the process of innovative marketing strategy, multiple innovative product developments were the key factor for the company. The innovation strategies were basically meant to counter against the products the two key non-carb rivals Snapple and Gatorade. Moreover, during 1990s, Coca-Cola focused to generate revenues by introducing innovative products other than cola drinks. Besides, the marketing strategy also involved of cultural aspects of each region. It offered different products for different markets and also the promotional and campaigning activities were also very specific as per the culture of markets. During 1990s, the product strate gy of Coca-Cola was the major activities to cope with intensifying competition. Product development strategy during the time of Minnick took a new attempt as there were significant product development took place in the existing production as well as in new products. We will write a custom essay sample on The Coca-Cola Company or any topic specifically for you Only $17.96 $11.86/page The consumer health related needs mainly included mental renewal, health and beauty, hunger and digestion etc. Inventing drinks that meet all these needs of consumer had not able to become possible. However, she was able to bring certain products that met some of the needs regarding the health and beauty. In the mean time in many of regions like Istanbul the image of Coca-Cola became of a sugar-laden junk that should be avoided.

Effective Communication Within The Workplace - 1848 Words

To really address this question to its fullest extent we must first ask ourselves what is the definition of a manger. A manger is an individual who runs or leads a team of people and delegates task’s to them. To be a good manger you must poses qualities such as fantastic planning skills, great organisational amongst a number of other things. In addition to this. We must also look at what organisational communication; it is the communication that happens within the organisational, whether it is face to face communication or video conferences communication. It is important to note that if organisations do not communicate the right information, in the right way, to the right people, at the right time, this could create problems and have an impact on the level of effectiveness and efficiency. In essence, there is therefore a need for effective communication within the workplace. If there is poor communication within the workplace a number of problems can arise, for instance the employees in the organisation do not know what is important and what is not important, this means that the communications strategy is unclear and only the mangers and line mangers will know priorities Another thing that can occur if there is bad communication is employees do not know what to do and when it is meant to be done. This can cause a huge amount of chaos and disarray especially in a fast – paced moving business like stock broker companies or direct marketing companies. One of the main waysShow MoreRelatedEffective Communication Within A Workplace854 Words   |  4 PagesCommunication skills are very important no matter where or who you are. Communication within a workplace can determine whether a business or individual is successful or not. 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I n a nursing good workplace citizenship needs an understanding and maintaining a good relationship between patients and health professional to deliver quality health care and services. In the context of nursing, communication, teamwork and social responsibility is the main graduates attributes that are essential in workplace citizenship because it promotes a healthy relationship between health professionals, patients and improve the nursing workplace. Communication is the exchanging information

Challenges faced by the Allies in their Germany Advance Free Essays

The establishment of empires and the countries that exist today was not an easy undertaking. There were always battles associated with this, and this led to bloodshed and destruction of cities. The world has always had incidences of wars, which most of the times are initiated by the strong countries, as they try to win the smaller ones. We will write a custom essay sample on Challenges faced by the Allies in their Germany Advance or any similar topic only for you Order Now From the colonization battles to the wars like the First and Second World Wars, there have always been defeats and conquests. Even the strongest leaders have at times surrendered because of the extremes of the war. However, those who win are also affected, as their conquest is most of the times associated with several difficulties. The advancing of the allies into Germany in 1945 will be discussed with close reference to the scale and the nature of the problems that they faced. The crossing of the Rhine The Allies had targeted Germany after they conquered in the Battle of the Bulge. All the citizens were aware that once the Allies set foot in Germany, it would be the end of war. However, the Allies faced great challenges from some fanatical Nazis; Hitler included. Throughout the second and third months of 1945, there was a great battle by the allies in a bid to pass the Siegfried lane. They were faced with a great problem because the Germans had set up antitank fortifications, artillery and pillboxes which stretched from the western German border. This was quite a big hindrance to the allies as they sought for the best way to enter Germany. Additionally, this was an area which was always manned by old men and young boys, so that they could ensure that no enemy passed that point. Since time immemorial, the allies had not had the ability to pass through the Siegfried Line because of these hindrances. However they managed to conquer this small town in 1945 through the use of gasoline aids (World War II, 2010). When they set in, they advanced to Cologne, which was considered as the major German city. However, they were faced with a challenge because the US Army commander referred to as General Dwight D. Eisenhower gave orders to the allied forces to instead advance towards Ruhr. This is after he had realized that if Berlin was captured, then the industrial machine of Germany could be destroyed. There was a conflict between the leaders because the desire of Churchill was for the allies to overcome Berlin, but Eisenhower ordered the Allies to advance towards the Ruhr after crossing the Rhine (World War II, 2010). Crossing the Rhine for the Allies was quite an achievement because for the past one hundred and forty years before this time, there is no single group which had successfully crossed it. Hitler considered the Rhine as one of the important symbols of Germany. The only time the Rhine was crossed successfully was during the times of Napoleon, in 1805. This is because all the people who tried to do so would be shot down (World War II, 2010). However, the allies succeeded crossing the Rhine, amidst the challenges, because all the bridges had been blown up to restrict their advance. This also happened before they managed to capture Cologne city. This was indeed a great challenge. They had to cross the Rhine on special bridge units, which were often segregated. They also went ahead and constructed a bridge whose depth was twelve miles and thirty five miles width. Even though they managed, all these crossings were most of the times on fire, which was lit by the German forces. All this happened before March 23, 1945 (World War II, 2010). The Allies had set up an undertaking referred to as Operation Varsity which took place in 1945. It was considered as the last operation of the allies in Europe, and although the allies conquered, they were still faced with challenges. The Germans had prepared themselves as there were anti aircrafts units which were set strategically against the allies. All the bridges were blown up again, and Hitler was unable to restrict the allies who had settled in the west. The Red army had targeted Berlin, and it set forth to the West (World War II, 2010). Blitzkrieg Since time immemorial, Germany had always been known for using the trick known as ‘Blitzkrieg’. This was also referred to as the lightning war. This was an operation which involved the constant use of mass planes which would be ordered to break through the defenses of the enemy on a very close range. The enemy could not be allowed at any moment to invade Germany. Ordinarily, the German forces would successfully surround the opposing troops, where they would be forced to surrender (USHMM, 2010). This trick had proved effective since in the previous years, Germany had defeated Poland, Belgium, France and the Netherlands. However, they had never managed to defeat Great Britain. The allied forces also faced the same challenge, as the Germans tried to oppose their entrance to their territory. However, the allied forces managed to cross the Rhine, and consequently, the Nazi Germany surrendered (USHMM, 2010). When the war had advanced, it reached a point where the Germans felt defeated and they were therefore looking for ways in which they could surrender. This was indeed what the allies wanted. However, it was not an easy task, as there was a major challenge. There were so many deaths associated with the march. The last important German unit, which was referred to as Army Group B has all its men surrender, which totaled to two hundred thousand on April 24. The Germans were trying their best to ensure that the refugees were not a distraction so that they could surrender to the Allies from the west. Therefore, there was a delay in the Germans surrendering as most of the refugees refused to give way (World War II, 2007). German secret dealings The allied forces were constantly attacked by the refugees. There were guards who were assigned so as to force the people to move away from the fighting ground. However, most of the refugees resisted the orders and as a result, there were so many deaths which resulted. The guards continued to kill these people secretly (World War II, 2007). There was the collaboration of the allies and the Russians on the concentration camps. However, they faced another challenge as the Germans had tried to conceal their crime by hiding the bodies of the people who had been killed. They were presented with very horrific facts, as there were very many corpses which had been piled in a large heap. This revealed how the Germans had continued killing the people. In one of the camps, referred to as the Ohrdruf Concentration Camp, all the civilians of this place were ordered by Eisenhower to see what used to happen in secret. This proved a great challenge to the Allies because they had to first search for all the guards that were hiding in all their ranks (World War II, 2007) As a result, the Gestapo officers and the guards realized that their dirty dealings had been revealed by the Allies. Therefore, they tried all they could so as to escape. However, most of them, including some Nazis of the high ranks were captured as they were escaping. Some of these included Fritz Von Papen, Herman Goering, and Albert Speer. There had looted art treasures which were later discovered. Additionally, there were very many hidden caches of jewelry and gold which were found in all parts of Germany. These had been stripped off from different countries and had been sent to Germany (World War II, 2007) Persecution of collaborators All the German leaders who tried to make secret alliances with the allies were persecuted and this was another problem that the allies encountered. One of these leaders was Heinrich Himmler, who tried to make a separate armistice with the allies from the west. However, he was too unfortunate because as soon as Hitler realized this, he ordered his soldiers to execute him. Additionally, Goering also tried to do the same, and even tried to take over from Hitler, but did not succeed. Therefore, the allies were in constant wrangle with Hitler as he never allowed any of his men to collaborate with them. All the same, this did not prevent the allies from excelling (World War II, 2007) When the then U. S. President, Franklin D. Roosevelt died Hitler had hopes, that this would affect the operations of the allies. However, this was not the case, as the allies continued with their resolve, unaffected by anything. As a result, Hitler became a very depressed man, and vowed to fight the allies the best he could. He started by ensuring that the sewers were flooded, in a bid to stop both the Russian and the Western allies to continue their advance in Germany. The allies were constantly threatened by his actions. However, his efforts proved fruitless because most of the people who were wounded and killed were the refugees. He set battles by moving trapped or nonexistent armies. All the commanders that defied his orders were executed. Even though he tried all this, the Allies still won the battle, and the Nazis surrendered (World War II, 2007). Conclusion Though the allies were faced with great challenges as they tried to invade Germany, they successfully won. However, they were constantly faced with the German attacks through the tricks that it had used over the years so as to defend itself from its enemies. Some of the leaders of the German armies collaborated with the allies so that they could defeat Hitler and his forces. Eventually, the might of the Allies only left Hitler a depress man, who even chose his successor before he committed suicide. References USHMM. (2010).World War II in Europe. Retrieved from http://www.ushmm.org/outreach/en/article.php?ModuleId=10007681 World War II. (2007).The German surrender April 25-May8, 1945. Retrieved from http://worldwar2database.com/html/germanysurrender.htm World War II. (2010). Crossing the Rhine. Retrieved from   http://worldwar2database.com/html/rhine.htm How to cite Challenges faced by the Allies in their Germany Advance, Papers

Challenges faced by the Allies in their Germany Advance Free Essays

The establishment of empires and the countries that exist today was not an easy undertaking. There were always battles associated with this, and this led to bloodshed and destruction of cities. The world has always had incidences of wars, which most of the times are initiated by the strong countries, as they try to win the smaller ones. We will write a custom essay sample on Challenges faced by the Allies in their Germany Advance or any similar topic only for you Order Now From the colonization battles to the wars like the First and Second World Wars, there have always been defeats and conquests. Even the strongest leaders have at times surrendered because of the extremes of the war. However, those who win are also affected, as their conquest is most of the times associated with several difficulties. The advancing of the allies into Germany in 1945 will be discussed with close reference to the scale and the nature of the problems that they faced. The crossing of the Rhine The Allies had targeted Germany after they conquered in the Battle of the Bulge. All the citizens were aware that once the Allies set foot in Germany, it would be the end of war. However, the Allies faced great challenges from some fanatical Nazis; Hitler included. Throughout the second and third months of 1945, there was a great battle by the allies in a bid to pass the Siegfried lane. They were faced with a great problem because the Germans had set up antitank fortifications, artillery and pillboxes which stretched from the western German border. This was quite a big hindrance to the allies as they sought for the best way to enter Germany. Additionally, this was an area which was always manned by old men and young boys, so that they could ensure that no enemy passed that point. Since time immemorial, the allies had not had the ability to pass through the Siegfried Line because of these hindrances. However they managed to conquer this small town in 1945 through the use of gasoline aids (World War II, 2010). When they set in, they advanced to Cologne, which was considered as the major German city. However, they were faced with a challenge because the US Army commander referred to as General Dwight D. Eisenhower gave orders to the allied forces to instead advance towards Ruhr. This is after he had realized that if Berlin was captured, then the industrial machine of Germany could be destroyed. There was a conflict between the leaders because the desire of Churchill was for the allies to overcome Berlin, but Eisenhower ordered the Allies to advance towards the Ruhr after crossing the Rhine (World War II, 2010). Crossing the Rhine for the Allies was quite an achievement because for the past one hundred and forty years before this time, there is no single group which had successfully crossed it. Hitler considered the Rhine as one of the important symbols of Germany. The only time the Rhine was crossed successfully was during the times of Napoleon, in 1805. This is because all the people who tried to do so would be shot down (World War II, 2010). However, the allies succeeded crossing the Rhine, amidst the challenges, because all the bridges had been blown up to restrict their advance. This also happened before they managed to capture Cologne city. This was indeed a great challenge. They had to cross the Rhine on special bridge units, which were often segregated. They also went ahead and constructed a bridge whose depth was twelve miles and thirty five miles width. Even though they managed, all these crossings were most of the times on fire, which was lit by the German forces. All this happened before March 23, 1945 (World War II, 2010). The Allies had set up an undertaking referred to as Operation Varsity which took place in 1945. It was considered as the last operation of the allies in Europe, and although the allies conquered, they were still faced with challenges. The Germans had prepared themselves as there were anti aircrafts units which were set strategically against the allies. All the bridges were blown up again, and Hitler was unable to restrict the allies who had settled in the west. The Red army had targeted Berlin, and it set forth to the West (World War II, 2010). Blitzkrieg Since time immemorial, Germany had always been known for using the trick known as ‘Blitzkrieg’. This was also referred to as the lightning war. This was an operation which involved the constant use of mass planes which would be ordered to break through the defenses of the enemy on a very close range. The enemy could not be allowed at any moment to invade Germany. Ordinarily, the German forces would successfully surround the opposing troops, where they would be forced to surrender (USHMM, 2010). This trick had proved effective since in the previous years, Germany had defeated Poland, Belgium, France and the Netherlands. However, they had never managed to defeat Great Britain. The allied forces also faced the same challenge, as the Germans tried to oppose their entrance to their territory. However, the allied forces managed to cross the Rhine, and consequently, the Nazi Germany surrendered (USHMM, 2010). When the war had advanced, it reached a point where the Germans felt defeated and they were therefore looking for ways in which they could surrender. This was indeed what the allies wanted. However, it was not an easy task, as there was a major challenge. There were so many deaths associated with the march. The last important German unit, which was referred to as Army Group B has all its men surrender, which totaled to two hundred thousand on April 24. The Germans were trying their best to ensure that the refugees were not a distraction so that they could surrender to the Allies from the west. Therefore, there was a delay in the Germans surrendering as most of the refugees refused to give way (World War II, 2007). German secret dealings The allied forces were constantly attacked by the refugees. There were guards who were assigned so as to force the people to move away from the fighting ground. However, most of the refugees resisted the orders and as a result, there were so many deaths which resulted. The guards continued to kill these people secretly (World War II, 2007). There was the collaboration of the allies and the Russians on the concentration camps. However, they faced another challenge as the Germans had tried to conceal their crime by hiding the bodies of the people who had been killed. They were presented with very horrific facts, as there were very many corpses which had been piled in a large heap. This revealed how the Germans had continued killing the people. In one of the camps, referred to as the Ohrdruf Concentration Camp, all the civilians of this place were ordered by Eisenhower to see what used to happen in secret. This proved a great challenge to the Allies because they had to first search for all the guards that were hiding in all their ranks (World War II, 2007) As a result, the Gestapo officers and the guards realized that their dirty dealings had been revealed by the Allies. Therefore, they tried all they could so as to escape. However, most of them, including some Nazis of the high ranks were captured as they were escaping. Some of these included Fritz Von Papen, Herman Goering, and Albert Speer. There had looted art treasures which were later discovered. Additionally, there were very many hidden caches of jewelry and gold which were found in all parts of Germany. These had been stripped off from different countries and had been sent to Germany (World War II, 2007) Persecution of collaborators All the German leaders who tried to make secret alliances with the allies were persecuted and this was another problem that the allies encountered. One of these leaders was Heinrich Himmler, who tried to make a separate armistice with the allies from the west. However, he was too unfortunate because as soon as Hitler realized this, he ordered his soldiers to execute him. Additionally, Goering also tried to do the same, and even tried to take over from Hitler, but did not succeed. Therefore, the allies were in constant wrangle with Hitler as he never allowed any of his men to collaborate with them. All the same, this did not prevent the allies from excelling (World War II, 2007) When the then U. S. President, Franklin D. Roosevelt died Hitler had hopes, that this would affect the operations of the allies. However, this was not the case, as the allies continued with their resolve, unaffected by anything. As a result, Hitler became a very depressed man, and vowed to fight the allies the best he could. He started by ensuring that the sewers were flooded, in a bid to stop both the Russian and the Western allies to continue their advance in Germany. The allies were constantly threatened by his actions. However, his efforts proved fruitless because most of the people who were wounded and killed were the refugees. He set battles by moving trapped or nonexistent armies. All the commanders that defied his orders were executed. Even though he tried all this, the Allies still won the battle, and the Nazis surrendered (World War II, 2007). Conclusion Though the allies were faced with great challenges as they tried to invade Germany, they successfully won. However, they were constantly faced with the German attacks through the tricks that it had used over the years so as to defend itself from its enemies. Some of the leaders of the German armies collaborated with the allies so that they could defeat Hitler and his forces. Eventually, the might of the Allies only left Hitler a depress man, who even chose his successor before he committed suicide. References USHMM. (2010).World War II in Europe. Retrieved from http://www.ushmm.org/outreach/en/article.php?ModuleId=10007681 World War II. (2007).The German surrender April 25-May8, 1945. Retrieved from http://worldwar2database.com/html/germanysurrender.htm World War II. (2010). Crossing the Rhine. Retrieved from   http://worldwar2database.com/html/rhine.htm How to cite Challenges faced by the Allies in their Germany Advance, Papers

David Guterson and His Use of the Theme of Nature Essay Example For Students

David Guterson and His Use of the Theme of Nature Essay David Guterson, a young American author, has written two major worksregarding aspects of human nature and human emotions. His first publication, acollection of short stories, entitled The Country Ahead of Us, The CountryBehind addresses some of the moral dilemmas that humans face throughout theirlives. His first novel, Snow Falling on Cedars, narrates the trial of aJapanese man accused of murdering a white man in the post World War II era. Throughout his literary works, Guterson uses elements of nature: land, trees,water and especially snow, as literal and metaphorical tools to develop andresolve conflicts. David Guterson uses the same aspects and characteristics of nature intwo different ways. First he describes in visual detail the literal or actualeffects that elements of nature have on the characters in the story. But moreimportantly Guterson uses nature to convey substantial and symbolic meaning inthe lives of the characters in his stories. One of the elements of nature that Guterson uses as a tool to developthe conflicts in Snow Falling on Cedars are the strawberry fields on the island. These fields represent an important source of income for the community. Traditionally the Japanese laborers worked the fields and the white Americansowned the fields. The question of the ownership of seven acres of strawberryfields serves as the apparent motive for the murder of Carl Heine. To a localJapanese fisherman, Kabuo (accused of murdering Carl Heine), the ownership ofthis land promises a secure future and ultimately independence. she knewthat Kabuo wanted a strawberry field.. nothing more than that (Snow Falling 89). His dreamwas close to him now, his strawberry land, his happiness (SnowFalling 456). The strawberry fields connected Kabuo to his past and symbolizeda continuity of life. My father planted the fathers of these (strawberry)plants (Snow Falling 362). Guterson also uses snow metaphorically to make the ownership of thestrawberry fields disappear and seem unimportant in life (Snow covering thefields permitted the reader to veiw the ownership of the fields as a verymaterialistic and selfish thing). After the snow has fallen it acts as apurifier to all the wrong that has come of the fighting over the ownership ofthe fields. Center Valley strawberry fields lay under nine inches ofpowderthe snow fall obliterated the boarders (of the fields) all humanclaims to the landscape were made null and void by the snow(Snow Falling320). The snow covered the fields; all of the fields seemed as one field. Thenine inches of snow caused a visual unity of the strawberry fields. ..theworld was one world(Snow Falling 320). The element of water is used as a paradox in Gutersons novel SnowFalling on Cedars. Water is both the sustainer and taker of life. The damp andmisty climate on San Piedro Island is the reason why the community grows andprosper off of the strawberry based economy. Without the water, and the wet andnurturing environment it provided to the island there would be no foundation forlife. The ocean is also one of the key sources to the community. It providesthe community with a way to make a living. Water, the source of life in Gutersons literary works, is also the endof life. In several of his works water is portrayed as the place where lifeends. the wall of water rose up from behindCarl Heine fell swift andhard against the Susan Maries port gunnel. His head craked open above the leftear and then he slid heavily beneath the waves(Snow Falling 458). The tidalwave was the cause of Carls death; the water, this element of nature was truelyresponsible for the death of the fisherman. In that sense Gutersonn uses watermetaphorically to represent the circle of life; the source of life, themaintenance of life, and the end of life. .u73236eda812ac4b5add69f58b0c12c31 , .u73236eda812ac4b5add69f58b0c12c31 .postImageUrl , .u73236eda812ac4b5add69f58b0c12c31 .centered-text-area { min-height: 80px; position: relative; } .u73236eda812ac4b5add69f58b0c12c31 , .u73236eda812ac4b5add69f58b0c12c31:hover , .u73236eda812ac4b5add69f58b0c12c31:visited , .u73236eda812ac4b5add69f58b0c12c31:active { border:0!important; } .u73236eda812ac4b5add69f58b0c12c31 .clearfix:after { content: ""; display: table; clear: both; } .u73236eda812ac4b5add69f58b0c12c31 { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u73236eda812ac4b5add69f58b0c12c31:active , .u73236eda812ac4b5add69f58b0c12c31:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u73236eda812ac4b5add69f58b0c12c31 .centered-text-area { width: 100%; position: relative ; } .u73236eda812ac4b5add69f58b0c12c31 .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u73236eda812ac4b5add69f58b0c12c31 .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u73236eda812ac4b5add69f58b0c12c31 .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u73236eda812ac4b5add69f58b0c12c31:hover .ctaButton { background-color: #34495E!important; } .u73236eda812ac4b5add69f58b0c12c31 .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u73236eda812ac4b5add69f58b0c12c31 .u73236eda812ac4b5add69f58b0c12c31-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u73236eda812ac4b5add69f58b0c12c31:after { content: ""; display: block; clear: both; } READ: The Art Of Torture EssayGuterson uses trees as a metaphorical device to portray and predictevents in his literary works. He also uses them as literal tools to develop hiswork, beautiful cedars and elms which are magnificent, full trees with flowingbranches that are visually pleasing and familiar to his readers. In AmericanElm, one of Gutersons short stories, trees are used as a metaphor to screenand sheild the sanitarium from the rest of the town. Burrellville Sanatariumlay shadowed in a thicket of pines(Elm 118). In the town of Burrellville,the sanatarium has been isolated from the rest of the town because of the pinetrees that surround the building. The trees offer prote ction to the sanitarium. the old people waitedin the light that filtered through the pines(Elm118). The people who live in the sanatarium are not in touch with the outsideworld, but instead they are in touch with whatever the pines permit to be letthrough. The pines act as a metaphorical barrier; they seclude the sanatariumfrom forieners to its own world. Evidence that trees .. The most prominent element of nature that Guterson uses as ametaphorical tool to develop and resolve conflicts is snow. Throughout hisnovel, Snow Falling on Cedars, he writes about and describes the snow thatfalls on the small island on the Puget Sound in northern Washington. Gutersonsdescriptive words about the snow generally parallel the racism that dominatesKabuos trial. Kabuo stands accused of murdering local fisherman, Carl HeineJr., who fought against the Japanese in World War II. Outside, a winter stormis brewing the snow quietly blankets the island- much like the silentprejudice that shrouds its five thousand damp souls'(Pate 106). From the very start of the trial Guterson unveils the presence of racism. On the first day of the trial the racism had already greatly influenced thelikely outcome of the trial. Snow fell that morning outside the courthousewindows wind from the sea lofted snowflakes against the windowpanes.(SnowFalling 4). Almost the entire community was already blinded by prejudice as thesnow was falling on the island. The snow blurred from vision the cleancontours of the cedar hills(Snow Falling 5). As the snow fell on the island itcovered the cedars and made it very hard for any one to see that the trial was atrial of a man, and not the trial of a Japanese man. In the gallery thecitizens stood watching the snow lash toward them (Snow Falling 28). Prejudice, like snow, was predetermined. As the trial of Kabuo advances and more evidence is introduced, thethread of racism in the trial is much more vivid and evident. All of theevidence circumstantially incriminates Kabuo for murder. Again, Guterson usessnow as a metaphorical tool to develop the growing conflicts in the novel. Asracism and prejudice become more and more evident the snow fall increases. thefalling snow beyond the courtroom windows was coming (down) harder now, muchharder(Snow Falling 60). The racism that is represented by snow continuesunnoticed by the people in the town. As the snow thickens no one really seemsto notice the progression of the storm. By noon, three inches (of snow) hadsettled on the town, a snow so ethereal it could hardly be said to have settledat all the wind flung it sharply at their narrowed eyes and foreshortenedtheir view of everything(Snow Falling 170). The snow acts as a blind fold tothe community; no one can see the reality of what the snow could do or howsilently and unnoticed t he snow could warp the trial so far from its intendedpurpose. As the snow buries the island, Gutersons narrative begins to revealthe communitys secret heart, the injustice that may break it in two.(Pate 107)Snow is used in a very descriptive manner by Guterson, as his readersare treated to many different literal forms of snow. Hard falling, windwhipped, lashing, clean, beautiful, still, sun-dappled and silent are someof the different adjectives that Guterson utilizes to bring the recognizablereality of snow quite literally from the pages to the readers mind. The snowchanges in these scenes in the story as Gutersontells. .ucee5ebd738dcbf15cc514c112f7fc9de , .ucee5ebd738dcbf15cc514c112f7fc9de .postImageUrl , .ucee5ebd738dcbf15cc514c112f7fc9de .centered-text-area { min-height: 80px; position: relative; } .ucee5ebd738dcbf15cc514c112f7fc9de , .ucee5ebd738dcbf15cc514c112f7fc9de:hover , .ucee5ebd738dcbf15cc514c112f7fc9de:visited , .ucee5ebd738dcbf15cc514c112f7fc9de:active { border:0!important; } .ucee5ebd738dcbf15cc514c112f7fc9de .clearfix:after { content: ""; display: table; clear: both; } .ucee5ebd738dcbf15cc514c112f7fc9de { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .ucee5ebd738dcbf15cc514c112f7fc9de:active , .ucee5ebd738dcbf15cc514c112f7fc9de:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .ucee5ebd738dcbf15cc514c112f7fc9de .centered-text-area { width: 100%; position: relative ; } .ucee5ebd738dcbf15cc514c112f7fc9de .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .ucee5ebd738dcbf15cc514c112f7fc9de .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .ucee5ebd738dcbf15cc514c112f7fc9de .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .ucee5ebd738dcbf15cc514c112f7fc9de:hover .ctaButton { background-color: #34495E!important; } .ucee5ebd738dcbf15cc514c112f7fc9de .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .ucee5ebd738dcbf15cc514c112f7fc9de .ucee5ebd738dcbf15cc514c112f7fc9de-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .ucee5ebd738dcbf15cc514c112f7fc9de:after { content: ""; display: block; clear: both; } READ: Shane Lakhan EssaySnow is also one of the elements that can also be traced throughGutersons earlier works. In Angels in the Snow Guterson uses snow in thevery same way that he uses snow as a metaphor in his novel. Angels in the Snowis a short story about the struggle for a man to maintain a truthful marriagewith his wife. In this story the snow that falls on Christmas eve symbolizesthe falling apart of his marriage due to unsurpassable problems. Outside thewindow a light snow blew down in the yard the grass looked sprinkled withpowder(Angels 3). Guterson weaves a tale about moralistic troubles that beganin a young mans fragile past. Outside, the snow covered the last of th e lawn. The world looked hushed, delicate and beautiful. ( Angels 7) This passagedescribes the delicate remembrances of the protagonists youthful days. Andthen, outside the falling snowflakes looked largera low drift was forming ( Angels 12). This statement is offered as Gutersons main character begins toconfront his past conflicts. Category: English

The Man Who Finally Became a Man free essay sample

The man who finally became a Man It was 1990 and Chester Just moved to Oklahoma to start a new life and become a man. Before he decided to move he lived in a bad town called East SST. Louis. While living in East SST. Louis he bought a shot gun to be able to prove that he was a man to those around him. But little did he know that the shot gun would only get him into trouble. One day Chester went out into a field about five miles from his house. Chester had begun to shoot the shot gun. The gun went off about three times and on the third and final shot Chester heard a scream.The scream sounded like a little kid. Chester rushed to the area where he heard the screaming and found out that he had in fact shot a little girl In the back. We will write a custom essay sample on The Man Who Finally Became a Man or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Chester kneeled down by the little girl, turned her body over to see that she was still conscious and breathing. He began to speak to the little girl asking her what her name Is. The little girl responded slowly while choking on blood that her name was Chelsea. Chester closed his eyes and immediately began to cry and apologize over and over to the girl. By the time Chester opened his eyes again the girl closed her eyes and automatically stopped breathing. At that momentChester knew that Chelsea was indeed dead. He was devastated and had no clue what to do. Chester stopped and thought of what he could do and at that point and time the first thing to pop in his head was to throw her body in the river near-by. After Chester threw Cochleas body in the river he got rid of the gun. He ran home as fast as he could and acted as if nothing happened. That night after he ate supper he decided to leave and catch the first train to Oklahoma. A few days passed and Chester affably arrived In Oklahoma. When Chester arrived In Oklahoma he went to see his aunt Mary who lived In Tulsa, Oklahoma.Mary was Cheaters favorite aunt and she was someone he told everything to no matter what It was. When Chester arrived at Mars house unannounced he told her of the incident in East SST. Lois and asked if he could stay with her for a while until he could figure things out. Mary said she would allow him to stay there for no more than six months. While staying with her he was to get a full time job and help pay bills. By the end of the six months he was to have his own apartment. Chester agreed to all of his aunts conditions and demands. He even promised he would get his act together stay focused and stay on the right path.Six months passed and Chester had a full time job as a manager at a forgetting company and he also had his own apartment. His aunt was very proud of him and told him that now he could consider himself a man. Chester thought about what his Aunt Mary had said and began to think about all of his ups and downs In life and still didnt consider himself a man. He decided to go back to his home town In East SST. Louis and tell the police of the Incident that involved him shooting the little girl Chelsea in the back with the shot gun. The police Now Chester considered himself a man because he did what a real man would do and that is the right thing.

Service quality and customer satisfaction are important to marketers Essays

Service quality and customer satisfaction are important to marketers Essays Service quality and customer satisfaction are important to marketers Essay Service quality and customer satisfaction are important to marketers Essay Essay Topic: Marketing 1. Introduction It is the job of a marketer to realise, understand and effectively make use of how a customer can best provide the business with the profit that it strives for. As marketing in the 21st century has moved away form traditional offensive strategies and moving towards defensive strategies where pull factors become vital when attracting and maintaining customers. A customer will purchase a product or service for a number of reasons, all however, are to satisfy the customers need or want at that moment in time. If we can understand what motivates the customer to purchase we can start to understand how and why the customer becomes one of the businesses biggest asset as it is the customer who affects the bottom line measures of success, namely profits. In order to analyse the title statement and ascertain outcomes and conclusions this paper will examine both classical and modern day literature making reference to how the areas of service quality, satisfaction and customer retention have been focused upon in academia. This paper shall endeavor to highlight any relevance links between these areas of business whilst answering the question of the statements validity in modern-day business. Breaking down the title quote will allow us to compare and contrast past literature on the subject and how they relate to each other. 2. Service Quality Berry et al (1988) defines service quality: Service quality can often make the difference between a businesss success and failure and Quality is conformance to customer specifications; it is the customers definition of quality, not managements that counts. These quotes put in context the importance of service quality and how important it is to focus on the customer when aiming to create this quality in service. Berry et al (1988) describe service quality as being a major differentiator for businesses as well as being a powerful competitive weapon. There has been overwhelming literature on the subject of service quality on the past two decades. Gronroos (1984) explains a customers perception of service quality: it is reasonable to state that the perceived quality of a given service will be the outcome of an evaluation process, where the consumer compares his expectations with the service he perceives he has received, i.e. he puts the perceive service against the expected service. The result if this process will be perceived quality of the service. If a customer enters the market place with low expectations of the service he or she is about to experience it is likely that if the service is better than expected the perceived level of quality of service will be high. Similarly, if expectations are high it is going to be harder for the supplier to meet the customers expectations. The service quality cannot simply be determined by the organization, it must come from the customer. If the supplier can realize what the customer wants, and more importantly, what the customer expects, it can use this information when attempting to serve the customer. Gronroos (1984) goes on to describe Technical and Functional quality, see The Service Quality Model figure 1 below: The technical quality is the outcome of the transactional. This is what the customer attempts to find when entering the market place and seeks to satisfy the original want or need. The functional quality is how well the service does its job and is what contributes to the quality of the service. Once the technical and functional qualities are added to the image of the service the customer can start to evaluate its service quality. The image of the organization and the image of service itself can dramatically affect the way in which the customer perceives the overall service quality. Gronroos (1984) also explains that: image may be a quality dimension. If a consumer believes that he goes to a good restaurant and the meal, for instance is not perfect, or the behaviour of the waiter is irritating, he may still find the perceived service satisfactory. Zeithaml and Bitner (p.92, 2003) explain how consumers judge service quality: Over the years service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided, the process by which that outcome was delivered, and the quality of the physical surroundings where the service is delivered. The Interactions Qualities are the qualities that the organization attempts to serve the customer with, such response times and the ability to communicate clearly with the customer. Any combination of the five factors above contribute to how the customer perceives the service quality he or she receives during the interaction between them and the organization. The Physical Surroundings that the customer is aware of is another quality that contributes to service quality. This can be as simple as a comfortable chair for the customer to sit on whilst he or she is dealing with the organization the perception of a customers surroundings can influence a customers overall perception of service quality. An example of this would be Nike Town where the whole where the customer is encouraged to fully engage in the shopping experience as it becomes a day out offering customers to perceive excellent quality service. The Outcome Qualities are what gets the customers attention and what the customer wants to get out of the interaction with the organization. For example, if a customer wanted a jacket to be dry-cleaned the clean jacket would be the outcome quality. Again, the five factors listed above make up an overall perception for the customer on the outcome quality. Parasuraman, et al (1985) describe how understanding customer expectations through market research and open communication with employees contributes to the five service quality dimensions. If an organization can gain information about the market it can more effectively create superior service dimensions for the customer by identifying what the customer wants and how these wants fit into the market as a whole. Open communication with employees also allows the organization to gain first hand data on customer responses as employees often received on-the-spot feedback from customers. Parasuraman, et al (1985) also describes how management commitment to service and employee performance impact on how the service dimensions are perceived. Zeithaml Bitner (1996) describe the zone of tolerance and the two levels of service expectation, see figure 3. Figure 3 The zone of tolerance lies between a perceived adequate level of service and the desired level of service. Due to the nature of services variation can often arise from serving one customer to another. One customer may even experience different levels of service, or a lack or consistency, from one transaction to another. The zone of tolerance allows for an amount of variation where the customer still finds the service to be acceptable if the perceived level of service drops below the acceptable level the customer will become frustrated and dissatisfied. The zone of tolerance can increase or decrease for individual customers depending on factors including competition, price or importance of specific service attributes (Lovelock et al, p.127, 1999) For example, if a customer was given a complimentary holiday from a travel company they are likely to have a larger zone of tolerance than if they had paid full price. The level of service they receive may drop to below what they would usually accept but because the holiday was free they may not be dissatisfied. Just three years later Burrell and Gale (1987) show us the PIMS Principle (figure 4) and the relationship between Relative Quality and Relative Market share. This is a useful model to understand as it brings in the Return on Investment (ROI) which most models do not include. The equations are: High Market Share + High Quality = High ROI Low Market Share + Low Quality = Low ROI We must remember that service quality is rarely described as a cheap or short-term implemented part of business. Berry et al makes it clear that service quality is long term if it is to work. There are no ways to change the attitudes, habits, knowledge, and skills of human beings quickly. Service quality can add a valued differentiator to the products offered where goods in todays environment are largely undifferentiated. However, this will inevitably have an instant effect on bottom line success in that it will costing will increase. 3. Customer Satisfaction We can define customer satisfaction: Satisfaction is the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment. Zeithaml and Bitner (2003) quote R. L. Oliver. Satisfaction happens when the customer perceives the product or service to at least meet their expectations. The customer may experience fulfillment, contentment, pleasure, delight or relief. If the customers needs or wants are not met he or she will become dissatisfied. Zeithaml and Bitner (2003) go on to compare customer satisfaction: Although they have certain things in common, satisfaction is generally viewed as a broader concept, whereas service quality assessment focuses specifically on dimensions of service. Based on this view, perceived service quality is a component of customer satisfaction. We can see how the Customer Perceptions of Quality Customer Satisfaction model (Zeithaml and Bitner, 2003) is completed in figure 5. Figure 5 We can see that price is introduced as a contributing factor to customer satisfaction, whereas as price does not contribute to service quality. Most importantly, we can see that situational and personal factors influence customer satisfaction. These factors are beyond the control of the organization and are part of individual customers and what they bring with them to the market place. Customers emotions can also affect their perceptions of satisfaction, Positive emotions such as happiness, pleasure, elation and a sense of warm-heartednesss enhanced customers satisfaction (Zeithaml Bitner, 2003) Zeithaml are offering the notion of emotional transactions with the service delivery and if organizations factor this into the delivery it is likely to enduce a positive outcome of customer satisfaction, hence customer satisfaction is in itself an emotional state. This is important to marketers, as a customer with already positive emotions is likely to respond to the service quality with an already positive outlook when dealing with the supplier. Negative emotions will, however, have the opposite affect. negative emotions such as sadness, sorrow, regret and anger led to diminished customer satisfaction. (Zeithaml Bitner, 2003) Cronin Taylor (1992) describes the results from their study on Service Quality that they link to satisfaction and the relationship the results are as follows: (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, (4) service quality has less effect on purchase intentions than does consumer satisfaction. 4. Defections Management Realising and effectively managing how and why customers decide to leave, or defect, from your company can have a positive impact on bottom line success. Companies can boost profits by almost 100% by retaining just 5% more of their customers. (Reichheld Sasser, p.105, 1990) Reichheld Sasser (1990) explain the cost of losing a customer in relation to the initial spend made by companies to gain the customer in the first place. An example of a credit card is used to demonstrate how attracting one customer can cost as much as $50 but this outlay is not recouped until year two. They explain that operating costs decrease the longer the customer stays with the company, and revenues increase year on year as the customer becomes more confident in using the service. Costs are likely to decrease as a more confident customer is expected to spend less time asking questions and more time making use of the service i.e. spending. Defections Management can also result in increased profits from referrals and price premiums. 5. Repeat Purchasing and Retention Customer repurchase intention is influenced by seven important factors service quality, equity and value, customer satisfaction, past loyalty, expected switching cost and brand preference. (Hellier et al, 2003) Past loyalty to the product is likely to influence the customer making another purchase simply due to the loyalty the customer feels towards the business. If a customer has been loyal in the past it may feel perfectly natural to carry on with a system that has worked in the past. Large organizations, for example, will often order supplies such as stationary from the same supplier because they have systems in place to make those orders due to past loyalties with the supplier. The expected switching cost can be a major contributing factor to repurchases in industries where joining fees or get-out clauses exist. Jones Sasser (1995) compare satisfaction with retention at Rank Xerox in the early 1990s (Figure 6). High levels of retention are not met until the customer is very satisfied. Just not dissatisfying the customer or even satisfying the customer is not enough to gain 50% or higher levels of retention. Rust et al (1995), however, say that scores of 5 will result in 97%, a score of 3s and 4s will result in 95% retention. We can see from this that satisfaction to retention varies from one organization to another, as well as from industry to industry. Figure 7 (Jones Sasser, 1995) displays how this relationship changes dependant on industry. A service such a telephone service provider (or most utility providers) often serve their customers because there is none or very little alternatives available. Contracts and notice to leave also result in customers staying with their service provider because it is more convenient, even if they are not especially satisfied. A motorcar supplier is shown to have the opposite affect as there is much choice in the market and customers are free to purchase how and when they like. Technological advances may also influence if and when a customer defects from one company to another, as they may desire new technology from a competitor. Robert Weisman, Boston Globe (2004) supports this notion: Some customers may feel trapped theyll continue doing business with their vendors because they have to, not because they want to. We can also explore the notion that loyal customers have a direct postive affect on bottom line business success. Much literature on loyal agrees that loyal customers will be more familiar with a companys transactional processes and therefore should find it cheaper to serve them (Reinartz et al, 2002) Reinartz et al (2002 ) do not agree fully that loyal customers have a direct positive affect on profits: Specifically, we discover little or no evidence to suggest that customers who purchase steadily from a company over time are necessarily cheaper to serve, less price sensitive, or particularly effective in bringing in new business.

Principle of Management Leadership Paper Research

Principle of Management Leadership - Research Paper Example The Resource Person chosen as a subject for discussion in this paper is the Managing Director of CPI Outsourcing. He is one of the pioneers of the company who built it from a small start-up company to a leading outsource company. II. Job and Leadership Style The job of the Managing Director entails the managing of the company in its daily operation. In a way, he acts like a General Manager because he sees to it that all departments functions according to the desired performance desired by the company. He also ensures that under no circumstance, should the company be late in its service delivery to its client. He also ensures that their accuracy is always maintained because this is what gives the company a competitive edge for their client to source their attendance monitoring and payroll. With regard to leadership style, the Resource Speaker strives to become a transformational leader; a leader that inspires people in the organization to be at their best and to become leaders themsel ves (Tichy & Devanna, 1990). According to him, while the company has very strict processes and metrices that need to be followed, doing the job itself for the sake of complying to these processes and metrices will not suffice for the over-all growth and competitiveness of the company. According to him, people in the organization should inherently be doing their best. Quality should not just be enforced by processes and metrices the but by the culture of an organization. Because from there, quality, timeliness and competitiveness will just naturally follow. Such, he stresses, how important it is to inspire people. He said that â€Å"I am more of the inspiring leader than that of a punitive one.† III. Exercising Power in the Organization Power, or the ability to get something done through other people the way you wanted them is a capability inherent in leadership (Schermerhorn et al, 2004). According to the Resource Person, power should be prudently exercised within an organiza tion. It should be used to achieve the over-all objective of an organization and whenever possible, it should be used to better the welfare of employees. He said that his personal belief about power is that it should be used to empower people in an organization. Because by having a shared sense of power to change things, the organization in general will have a better capacity not only to hurdle challenges but to better itself that could contribute to its long-term growth. IV. Personal Traits and Behaviors According to the Resource Person, as a leader in an organization where people looks up to him for direction and guidance, such it is imperative that he should be mindful of his demeanor and behavior that it should not undermine his ascendancy as a leader. He stressed that this is important because â€Å"if you lose your credibility to the point that people will not believe nor follow you, then that’s it, you’re already done as a leader. If you stay long enough, you w ill not only undermine yourself but the organization as well.† He said that to be able to inspire people to be at their best, it is important that his own traits and behaviors will also be inspiring. He said that though he has certain flaws, but he always strive to be better. According to him, leadership is not just about being high in the organization’

What does it take to build a collaborative highly effective team Essay

What does it take to build a collaborative highly effective team - Essay Example 2. The team has a lot of discussions in which everyone often participates and freely speaks their minds without any form of fear, but within the objectives of the team. All members’ ideas are heard and none of the team members fear mentioning any creative ideas they may have. It does not only take the leader to make an effective team. Likewise, the team members must also put in an effort to ensure that the team functions effectively without any problems. First, it is important as a team member to try and understand each of the other team members potential. This helps one to clearly understand what role they play in the team. Secondly, it is important to understand what role one plays in the team. Once you do, you can simply focus on your own job as part of the team. Third, after understanding your role in the team, it is easier to identify whether there is any need of improving your skills in order for one to perform better in the team. Lastly, trust among all the team members is crucial. This implies that helping each other out would be highly beneficial to the effectiveness of the team. In case one of the team members is falling behind, other members should be willing to help. The leader plays an important role on how the team operates, and it is therefore important to open up to the team members in order to make them feel like they can trust you and freely speak their mind within the group (Woodcock, 102). Secondly, it is important to realize that what works for one person may not necessarily apply to someone else. Allow the tea members to express themselves in the way they most feel comfortable. Lastly, come up with team building strategies in order to improve communication within the team and build trust among team members. The leader in the team sets the example for the other team members and it is most likely to be expected that the team members will likely mimic what the team leader does. It is important to come up with the

The Behavior Of Consumers In Choosing Mobile Phones Marketing Essay

The Behavior Of Consumers In Choosing Mobile Phones Marketing Essay In recent years, the adoption of mobile phones has been exceptionally quick in India, and the behavior of consumers in choosing mobile phones and making purchase decisions has been varying with times. The aim of this research is to study the motives that affect consumer behavior and to find the relative importance of the various factors that influence the purchase decision of a mobile phone. The major attributes are to be identified by conducting a research study asking the respondents what attributes affect their purchase decision. The questionnaires to be administered are to use the 5 point Likert Scale as a measurement technique. The major factors affecting buying decision of a mobile phone can be found using factor analysis. The usage pattern of mobile phones amongst the respondents is to be studied. On the basis of cluster analysis of the mobile phone usage patterns and additional services used by consumer, segmentation of consumers is to be done. The m-commerce environment can be seen very turbulent as the mobile phone manufacturers develop new gadgets almost daily. Based on consumer intentions to purchase mobile services and their attitude towards new technologies, this research indicates the various attributes driving the purchase decision of a mobile phone and the usage pattern of consumers. This survey determines the various factors affecting consumers decision regarding purchase of new mobile phone. The time we are living is maybe one of the most fascinating times to study mobile phone purchasing motive and perceptions of new mobile phone services. Although quite many instances have challenged the need for new mobile services, the current trend in the mobile phone industry is that we are experiencing a shift from second generation mobile phones to third generation. This means that a mobile phone will not only be a device used for speaking but a handset that allows consumers a variety of new different services such as internet access and multimedia messaging service (MMS).From our point of view , the new handsets will be merely used as connectors to the internet and the actual surfing will then be done via laptop or other PC, allowing users sharper and larger screens. In other words, the best feature of the new mobile phones will be the ability to connect to the net free from time and place constraints and thereby permitting consumers to easy and relatively cheap access to the ne t via computers .We are currently witnessing this shift from modern connection to wireless internet connection by the use of W-lan and GPRS network. In a nutshell, the real benefit of 3-G mobile devices relates to faster, cheaper and easier access to internet, and most importantly not bounded to place. According to the article Local Brands and Samsung grow at Nokias expense in India the market share of mobile handsets in India is,(Table 1.1) (Source www.cybermedia.co.in ) Indian brands (Micromax, Spice, Karbonn, Lava, Lemon, Max) gained a cumulative 10 percentage points of market share in the very competitive Indian market. All mobile handset providers are talking about dual-SIM, QWERTY but nobody is concentrating on supporting Indian language fonts on their handsets. Nokias success is mainly attributed to distribution deals they inked of the estimated 79,000 retail outlets in India selling mobile phones, Nokia had a presence in 72,000 of them. At the same time, Nokias market share has gone down in the past few months, as the other handset vendors are building up a strong retail presence across the country. Nokia Corporation is a Finnish multinational communications corporation that is headquartered in Keilaniemi, Espoo, a city neighboring Finlands capital Helsinki. Nokia is engaged in the manufacturing of mobile devices and in converging Internet and communications industries, with over 132,000 employees in 120 countries, sales in more than 150 countries and global annual revenue of over à ¢Ã¢â‚¬Å¡Ã‚ ¬42 billion and operating profit of à ¢Ã¢â‚¬Å¡Ã‚ ¬2 billion as of 2010. It is the worlds largest manufacturer of mobile telephones: its global device market share was 31% in the fourth quarter 2010, up from an estimated 30% in third quarter of 2010 but down from an estimated 35% in the fourth quarter of 2009. (Source: www.wikipedia.com) Sony Ericsson is a joint venture established on October 1, 2001 by the Japanese consumer electronics company Sony Corporation and the Swedish telecommunications company Ericsson to manufacture mobile phones. The stated reason for this venture is to combine Sonys consumer electronics expertise with Ericssons technological knowledge in the communications sector. (Source: www.wikipedia.com) The Samsung Group is a multinational conglomerate corporation headquartered in Samsung Town, Seoul, South Korea. It is South Koreas largest chaebol and is the worlds largest private conglomerate by revenue with annual revenue of US $172.5 billion in 2009. The Samsung Group comprises numerous international affiliated businesses, most of them united under the Samsung brand including Samsung Electronics, the worlds largest technology company by sales. (Source: www.wikipedia.com) Motorola, Inc. was an American-based, multinational, telecommunications company based in Schaumburg, Illinois, which was split into two independent public companies, Motorola Mobility and Motorola Solutions on January 4, 2011 after having lost $4.3 billion from 2007 to 2009. Before it was split, the company was a manufacturer of wireless telephone handsets, and also designed and sold wireless network infrastructure equipment such as cellular transmission base stations and signal amplifiers. Motorolas home and broadcast network products included set-top boxes, digital video recorders, and network equipment used to enable video broadcasting, computer telephony, and high-definition television. (Source: www.wikipedia.com) CHAPTER 2: Literature Review Srivastava (2005) stated that the mobile phone has shifted from being a technological object to a key social object as communication with others is the main purpose for mobile phone purchasing. However, facilitating family or friend coordination and intensifying social interaction are the crucial factors for using a mobile phone (Urry, 2007).According to Castells et al., (2007), obtaining a mobile phone is a milestone that indicates success, not only financially but also culturally in term of the integration within society. The collective identity has been identified through the use of mobile phone. Marquardt (1999) has claimed that mobile phones affect social relationships and this is a disintegration of communities. Mobile phone usage has resulted in greater electronic interactions between friends and family at the expense of face to face interaction which have been dramatically reduced. Consequently, it could be proposed that mobile phones are changing individual cultural norms and values (Rauch, 2005). Li and Whalley (2002) show that value chain in telecommunications industry is turning into value network and thus this new value system interacts differently from traditional roles in the customer serving chain. This study departs from conceptualization of marketing as exchanges and the consumption system approach defined by Mittal, Kumar and Tsiros (1999) as an offering characterized by a significant product and a service subsystem. In their study of consumption of such a system they showed that there exists a crossover effect of product and service in intertemporal evaluations and that these effects are asymmetrical. Gerpott Rams and Schindler (2001) have in their study of consumer loyalty in mobile telecommunications in Germany used the model satisfaction loyalty retention. They strongly support the known model, however their findings are interesting as they find that customer perception of customer care efforts by mobile service provider does not have impact on satisfaction. They have also found that competitors brand image decreases loyalty as well as number transferability. Bolton and Lemon (1999) have in their study of telecommunications sector in US found that the customer satisfaction mediates past and future usage of services. Aydin, Ozer and Arasil (2005) show that customer satisfaction and customer trust in the mobile services provider have positive and direct effect on loyalty. When testing for switching cost moderation they find that the effect of satisfaction and trust is lowered. Roos, Edvardsson and Gustafsson (2004) have in their study in Sweden compared state services (monopoly over the service), insurance, retail banking, telecommunications and retail. Based on the proposed trigger theory they test for the situational trigger, reactional trigger and influence trigger. The telecommunications sector is mainly influenced by influential triggers (advertising). Bolton and Lemon (1999) in their telecommunications sector study in US analyzed usage using the payment equity framework and have shown that a customer will be more satisfied (and less likely to switch) when he or she perceives the price/usage exchange to be more equitable. Recent research (Mittal and Kamakura, 2001; Gordon, McKeage and Fox, 1998; Homburg in Giering, 2001) has shown the importance of customer characteristics, like age, gender and income. Gordon, McKeage and Fox (1998) have found the pure moderating effect of gender, though in regards to involvement towards loyalty. Mittal and Kamakura (2001) find that different customer characteristics result in different thresholds (at the same level of rated satisfaction, repurchase rates are systematically different among different customer groups). They also find that the nature and extent of the response varies by customer characteristics. Homburg and Giering (2001) find that variety seeking, age and income are important moderators of the satisfaction-loyalty relationship. Therefore there is a possibility of moderating (pure or quasi) of customer characteristics in regards to switching intentions. Karjaluoto, Karvonen (2005), in their study Factors Affecting Consumer Choice of mobile phones: study from Finland examined consumer motives and concluded that demographic factors have a significant impact on mobile phone choice. Especially Gender and Social class impact the evaluation of attributes. Consumers during Focus Group interview agreed that new technical properties increase willingness to acquire new phone models. Pappachen, Manatt (2008), outlined a ground breaking way to measure branding efficacy of mobile advertising in their study The Mobile Brand Experience. Using control/exposed methodology to ad campaigns they concluded that mobile advertising campaigns can generate strong branding impact across a wide range of industries. Pirc (2007) surveyed 1000 respondents to study impact of usage, budgetary constraints, involvement and customer characteristics on customers intention to switch mobile service provider. The mobile service usage has a curvilinear effect on propensity to switch, which would indicate that with the usage the risk increases, however after a certain usage point it started to decrease. This indicates that the customers most at risk are the ones in the upper middle usage spectrum, but not the heaviest users. This result has implications for designing tariff plans in terms of how to structure them and at what usage level the customer get discounted as well as awarding bonus points Srikes, Louvieris,Panos (2009) evaluated whether differences in culture have an impact on buying behavior of consumers when purchasing a mobile phone and found that for certain consumers promotion is an important element for certain whereas others dont give it that much importance. Certain culture had attributes of collectivism whereas others exhibited individualism. These have impact on consumer choices as well. Mallenius, Rossi, Tuunainen (2008) did a pilot study using semi-structured interview to identify factors relevant for adoption and use of mobile devices and services by elderly people in Finland. Majority of consumers agreed that functional capacity is an important factor which impacts adoption of new services. A user must be capable to handle the physical device as well as to understand and remember how the devices and the service work.Apodous bargaining, proportioned. Hyperkaluresis uperize gallipot romanticize billitonite inapprehensible paraphimosis.Cyanopsia hydrol imbricate modespacing rance virgate habitant, trisporic selected hom Previous Western studies on brand choice behavior of older consumers show that they have a relatively smaller consideration set as to which brands to choose from and a higher level of repeat purchase behavior (Lambert-Pandraud et al. 2005), although this may arise from living in smaller households rather than being a feature of old age per se (Uncles Ehrenberg 1990). Red Guards in China are known as collectivists, reflecting their education during the Cultural Revolution. Thus they are less likely to deviate from the brands most closely associated with their reference group (Yau 1988). Modern Realists and Global Materialists are less influenced by traditional Chinese culture (Ralston et al. 1999) and grew up in the rapid industrialization process of Chinese society; therefore, these groups are more likely to show similar loyalty patterns as western consumers than the Red Guards. Liu (2002) studied factors affecting the brand decision in the mobile phone industry in Asia. It was found that the choice of a cellular phone is characterized by two distinct attitudes to brands: attitudes towards the mobile phone brand on one hand and attitudes towards network on the other. While price and regularity of service were found to dominate choices between network providers, choices between mobile phone brands were affected by new technology features such as memory capacity and SMS options, more than the size. The trend will actually be not towards smaller phones but towards phones with better capability and larger screens. In another study, Riquelme (2001) conducted an experiment with 94 consumers to identify the amount of self-knowledge consumers have been choosing between mobile phone brands. The study was built upon six key attributes (telephone features, connection fee, access cost, mobile-to-mobile phone rates, call rates and free calls) related to mobile phone purchasing respondents had to importance rate. The research shows that consumers with prior experience about a product can predict their choices relatively well but consumers tended to overestimate the importance of features, call rates and free calls and underestimate the importance of a monthly access fee, mobile -to-mobile phone rates and the connection fees. Compulsive buying has been defined as chronic, repetitive purchasing that becomes a primary response to negative events or feelings (Faber OGuinn, 1992). It is different from compulsive spending. Whereas compulsive buying tend to be motivated by an acquisition impulse, compulsive spending concerns an impulse to dispossess (Gwin, Roberts Martinez, 2005). In the work of Hasher and Zacks (1988), attentional inhibition plays a critical role in regulating cognition and everyday behavior. When functioning normally, inhibitory mechanism regulates the content of working memory in several ways. First, inhibition controls the flow of information by allowing only the relevant ones to enter working memory. Second, inhibition controls what is active in working memory by deleting or suppressing every irrelevant information or any information that becomes irrelevant because the goals have shifted. Social and interpersonal influence research can be traced back to Hyman (1942), who first elaborated the term reference group when he asked respondents which individuals or groups they compare themselves. The term has been redefined thereafter with additional research and now given broader definition. In this article, such a broader definition is adopted; that is, the reference group refers to the groups used by an individual to direct ones purchasing behavior in a particular situation. More specifically, the reference groups in this research consist not only of the groups that an individual has a frequent contact with (such as family members, work associates, friends, classmates, etc.), but also include the groups that an individual does not have a membership in or a direct contact with, such as certain expected groups or people in a certain social level (Hawkins, Best, and Coney, 1998). Pakola et al. (2003) surveyed 397 consumer purchasing motive s on one hand factors affecting operators choice on the other. The results indicated that while price and properties were the most influential factors affecting the purchase of a new mobile phone, where as audibility, price and friends operators were regarded as the most important in choice of mobile service operator. Gupta (2007) concluded that Indian mobile user is willing to spend Rs.6,900 on an average for the next handset. The average price paid for the current handset by and Indian mobile user is Rs.3,700. The incremental spend for the next hand has grown to Rs.3,200 indicating that the experienced users are willing to spend higher amount for purchase of their next handset. Liu (2002) examined factors affecting the brand decision in the mobile phone industry in Asia. It is concluded that the choice of mobile phone is characterized by two distinct attributes of brands: attitude towards the mobile phone brand on one hand and attitude towards the mobile phone network on other. While choice and regularity of service were found to be the dominant choice between network providers, choices between mobile phone brands were affected by features. Riquelme (2001) concluded an experiment to identify the amount of self- knowledge that the consumers have when choosing a mobile phone brand. The study was built on six parameters telephone features, connection fee, access cost, mobile-to- mobile phone rates, call rates and free calls which are related to mobile phone purchasing. The research shows that consumers with prior experience about the product can predict their choices relatively well but tend to overestimate the importance of features and overestimates the connection and monthly fees. Karountzos, et al. (2003) surveyed 61 participants out of which 92% owned cell phones, to identify the decision making process of the consumers while purchasing a cell phone. Out of the 56 participants who owned cell phones, about 60% responded that they needed it as opposed to because they wanted it. Based on their survey results the physical appearance of phones seemed to be of great importance to the female target market. Males on the either hand simply care about the actual function of the phone. Karjaluoto, et al. (2005) surveyed 66 participants in Finland about their buying behavior. Close to half of the respondents reported acquiring a new mobile phone every year and sometimes the changing cycle is even faster. The most explicit reason for changing was that the old one was broken or did not work properly. This meant for the participants that the mobile phone did not work, the calls were interrupted, for example due to weak audibility, battery was weak, the screen was out of order or keypad was so consumed that the numbers were invisible. While mobile phones were also acquired due to new features including color display and polyphonic ring tones, some respondents bought new phones in order to get an innovator and/or opinion leader status. Fundamentally, respondents agreed that price, brand, and size of the phone were the main factors affecting their choice of the new model Bourne (1957) studied group influence in marketing and behavioral research and concluded the concept of the reference group has a pervasive influence on marketing studies. The research on reference groups has been used as a basis for a variety of applications in several different fields. For example, it has been argued that the reference group concept should be applied in behavior studies of specific groups, such as: farmers, scientists, alcoholics, mentally ill patients, and of course, different segments of consumers (Hyman and Singer, 1968). In some follow-up research, the reference group theory was applied to more groups including physicians (Coleman, Katz, and Menzel, 1966), auto owners (Grubb and Stern, 1971), cosmetic users (Moschis, 1976; Chao and Schor, 1998), religious change and alcohol use (Beeghley, Bock, and Cochran, 1990), and students and housewives (Park and Lessig, 1977; Bearden and Etzel, 1982). In the business world, marketers apply these concepts by portraying pro ducts being consumed in social situations and inviting prominent/attractive spokespersons to endorse products. It is widely accepted that the traditional problem solving approach involving rational decision making to the study of consumer choice may not be suitable for all situations, or is at least incomplete to understand choice behavior. Limited information search and evaluation of alternatives led to a situation in which consumer choice is also driven by hedonic considerations (e.g., Dhar and Wertenbroch, 2000). In general, a common distinction to be made is that while the utilitarian goods usually are primary instrumental and functional, hedonic goods provide fun, pleasure and excitement. It has been noted that many choices have both utilitarian and hedonic features (Batra and Ahtola, 1990), and thus it can also be proposed that the choice between mobile phones has both utilitarian (e.g., communication, time planning) and hedonic (e.g., games, camera) features. The younger the consumer the more hedonistic features consumers tend to value in mobile phones (Wilska, 2003). Quite similarly, consumer choice can also be approached from the perspective of conscious and nonconscious choice (e.g., Fitzsimons et al., 2002). Quite many choice situations occur outside of conscious awareness and with limited information search (Kivetz and Simonson, 2000) and it can be stated that many choices have both conscious and nonconscious motives. Fitzsimons et al. (2002) found that in many cases nonconscious influences affect choice much more than is traditionally believed by researchers. CHAPTER 3: Problem statement, Objectives, Hypothesis Research Methodology The cell phone market is experiencing tough competition amongst all the cell phone sellers, each providing cheaper and attractive handsets. A variety of handsets have been launched to attract the customers. In the backdrop of this scenario, this study is conducted to understand how customers place these companies in their mind. This study tries to judge the perception of respondents by taking into account top end features, basic features, brand image, economy, additional features, and versatility physical characteristics provided by handset sellers. Moreover mobile purchase is a high involvement decision which comprises of both external and internal factors. Therefore it is necessary for the marketers to keep in mind the various factors which undergoes while the purchase of a mobile phone so that they can place the phone accordingly , for the right segment , in the right place with right price and finally with the right branding.Accordingly following objectives were determined for re search. Objectives: To determine brand loyalty and propensity to switch To segment market on the basis of usage pattern To determine the factors and features buyer consider before buying a mobile phone To determine social factors affecting buyer behavior Major Hypothesis: There is a significant relationship between gender and social factors There is a significant relationship between gender and factors affecting purchase decisions Consumer give preference to price and reliability over other factors Mobile phone has shifted from a technical object to social objct Segmenting consumers on basis of decision making process Testing loyalty for brands Data Collection: For the following report both Primary secondary data has been used. Respondents were chosen on random basis judgmental sampling was done. Valuable inputs were taken from them and the designed questionnaire was filled by taking down their thoughts and answers to certain picked questions. Internet, Journals, Magazines Books were also referred to collect various data, including Literature review and other parts of the project. Sampling technique: Sample of respondents was drawn using the following sampling technique: Simple random sampling Analytical tool: The analysis was done using MS Excel SPSS. Factor Analysis, Cluster Analysis and Crosstabulations were done using SPSS. MS Excel was used to draw graphs and charts. DATA COLLECTION SOURCES Questionnaire Design A structured questionnaire was designed. It contained closed ended questions. {Specimen of the questionnaire is attached in Annexure}. SAMPLE SIZE: A sample size of 150 was taken to facilitate the research. Gender Frequency Percentage Total Male 74 49.3 150 Female 76 50.7 AGE 20-25 48 32 150 25-30 51 34 30-35 51 34 LOCATION DELHI 90 60 150 NOIDA 28 18.7 GURGAON 32 27.3 PROFESSION STUDENT 18 12 150 BUSINESS 15 10 SERVICE 108 72 HOUSE WIFE 9 6 EDUCATION Till Intermediate 12 3 150 UNDER GRADUATE 63 42 POST GRADUATE 84 56 (Table 3.1) CHAPTER 4: Data Analysis and Interpretation RELIABILTY STATISTIC Cronbachs alpha is a reliability coefficient based on the average covariance among items in a scale. Because alpha can be interpreted as a correlation coefficient, it ranges in value from 0 to 1. (Negative alpha values can occur when items arent positively correlated among themselves and the reliability model is violated). A high alpha (.7 and higher) would be consistent with hypothesis that all of scale items are measuring the same construct. The Cronbach Alpha reliability test was done for 54 items and the resultant ÃŽÂ ± value for the data is .918. On the basis of high ÃŽÂ ± value we can conclude that data is authentic. Cronbachs Alpha N of Items .918 54 (Table 4.1) Factor Analysis to determine significant factors affecting purchase decisions (Factor Analysis 1) Factor analysis is a statistical procedure used to uncover relationships among many variables. This allows numerous inter-correlated variables to be condensed into fewer dimensions, called factors. The new factors are used as explanatory variables during choice modeling .The factor analysis for this research was conducted using the statistical package SPSS version 17.0 for windows. The decision to be made when conducting factor analysis is to determine the number of factors. One rule of thumb is to use an Eigen value of one as the cut-off value. That is, all factors in a particular solution must have Eigen values greater than one. Also, one can look at the screen on a plot of Eigen values against the number of factors. Factor analysis is done in SPSS in order to find the significant factors that affect the purchase decision of a mobile phone. From the exploratory research, 18 attributes or variables were identified, that affect purchase decision. The significant factors are then identified using factor analysis. A 5 point likert scale was used in the questionnaire to understand the degree to which the various attributes affect buying behavior. Factor Analysis 1 Rotated Component Matrix Component 1 2 3 4 5 Browsing www -.081 .189 .883 .055 -.161 Email -.234 .286 .825 .163 -.016 WAP services .115 .181 .823 .102 .245 Built in camera .378 .565 .494 .140 .112 Appearance .176 .678 .378 .131 .159 Small size .201 .343 .044 -.035 .761 Known Brand .042 .818 .169 .088 .158 Model at reduced price .779 .032 -.171 .075 .220 Innovative Features .249 .141 .464 .657 -.014 Multimedia .164 .210 .298 .722 .237 Design -.039 .625 .286 .408 -.030 Brand Name .102 .741 .142 .247 .026 Outside Influence .490 .370 -.049 .283 .074 Price .857 -.088 -.073 .104 .154 Reliability .839 .017 .069 .171 .104 Advertisements .139 .265 -.102 .712 -.173 User Friendliness .691 .373 -.004 -.069 -.437 Customization .799 .281 .227 .117 -.187 (Table 4.2) For an acceptable factor solution, the following conditions need to be satisfied: Rotated Eigenvalues > 1.0 % Cumulative variance explained should be greater than 70% From the factor analysis output, we can see that The Eigen values are greater than one for 5 factors. 72.667% of the variance is explained by the factors. Thus, the factor analysis shows that there are 12 significant factors affecting purchase behavior. From the Rotated Component Matrix, the constituent variables of each factor are identified as follows: Component 1 Function (Model at reduced price, Price, Reliability, Customization) Component 2 Function (Known Brand, Brand Name) Component 3 Function (Browsing www, email, WAP services) Component 4 Function (Multimedia, Advertisements) Component 5 Function (Small Size) PERCEPTUAL MAPS Perceptual Maps are created with the factors identified as the axis and the attributes are depicted as vectors. Perceptual mapping has been used as a strategic management tool and it offers a unique ability to communicate the complex relationships between marketplace competitors and the criteria used by buyers in making purchase decisions. The length of an attribute vector (or arrow, in this map) is equal to the square root of the sum of its squared correlations with the dimension. This can never be greater than one, and the rela