Electorasl College essays

Electorasl College articles The Electoral College: Is Attendance Smart? A typical misguided judgment among Americans is that when they vote they choose the President. The fact of the matter isn't about this straightforward. What in actuality happens when an individual votes is that their vote goes for an Elector. This Elector (who is chosen by the particular state in which a vote is thrown) throws polling forms for two people, the President and the Vice-President. Each state has indistinguishable number of voters from there are Senate and House of Representative individuals for that State. At the point when the democratic has halted the applicant who gets most of the Electoral decisions in favor of a state gets all the discretionary decisions in favor of that state. All the votes are transmitted to Washington, D.C. for counting, and the competitor with most of the constituent votes wins the administration. On the off chance that no applicant gets a lion's share of the vote, the obligation of choosing the following President falls upon the House of Repres entatives. This intricate arrangement of Presidential determination is thought by numerous individuals to be an eighteenth century erroneous date (Hoxie p. 717), what it is in reality is the result of a multi year old discussion over who should choose the President and why. In 1787, the Framers in their endless knowledge, saw the need to regard the standards of the two Federalists and States Righters (republicans) (Hoxie p. 717). Immediately a trade off was struck between the individuals who felt Congress should choose the President and the individuals who felt the states ought to have a state. In 1788 the Electoral College was taught and put into activity. The College was to permit individuals a state in who lead them, but at the same time was to ensure against the overall population's obliviousness of governmental issues. Why dread the people groups obliviousness of governmental issues? It was contended that the individuals, left to their own gadgets could be influenced by a couple of structuring men to choose a sovereign or fan (McManus p. 19). With the Electoral College set up the individuals could make a screened choice about who ... <!

Epithelial Tissue Essay Example | Topics and Well Written Essays - 750 words

Epithelial Tissue - Essay Example Epithelial tissue, which is just one layer thick, is called basic epithelium while delineated epithelium is at least two cells thick. In light of shape, basic epithelial cells can be delegated (1) Simple squamous: the cells are level, slender, fish-scale formed and have circular cores. They structure the external layers of the skin and the coating of pits, for example, the mouth, veins, heart, and lungs. (2) Simple cuboidal: the cells are square or cuboidal, with circular cores. They are found in the conduits of organs, covering of the kidney tubules and furthermore structure the germinal epithelium, which creates the eggs and sperms. (3) Simple columnar: the cells are columnar, with stretched cores and structure the covering of the stomach related tract. Basic columnar ciliated epithelium has fine, hair-like outgrowths on its’ free surface. Cilia are equipped for fast, musical development of bodily fluid in the nose and the development of ovum towards the uterus. (4) Simple pseudo-delineated columnar: the segments are the entirety of the differing statures, giving a bogus impression of various layers. They are found in the nasal pit, larynx, and trachea. Separated, or compound, epithelium comprises of outside layers which are level and textured and may contain an intense, safe protein called keratin, as in the skin.â

So Youve Been Robbed ... Now What

So Youve Been Robbed ... Now What So Youve Been Robbed Now What? So Youve Been Robbed Now What?Getting robbed is scary, not to mention costly. Here are some ways that you can back on your feetâ€"and maybe even get some of your stuff back.A day at the amusement park. Playing catch with your dog. Participating in a pancake eating contest.These are just a few activities on the long, long list of things that are considered “fun.” You know what doesn’t show up on that list, not even once? Getting robbed. It’s a scary possibility that most people would rather not think about.Unfortunately, it’s a possibility that can happen, so it’s worth taking some time to think about what to do if it happens to you and how you can prevent it in the future.The scary scenario.One of the scariest robbery scenarios, the sort that keeps many people up at night, is an armed and dangerous burglar breaking into your home while you’re there.Thankfully, this robbery scenario is the least likely to occur. Most burglars break in during the day when they think the resident will be out because they’re more interested in stealing high-value items, like jewelry and laptops, than they are getting into a potentially dangerous confrontation with a witness.Only a little over seven percent of burglaries result in injury, so hopefully that will lessen your fears of that scenario, if you have them.The scene of the crime.However the robbery occurs, your next steps should be pretty similar. Obviously in the unlikely event that there were any injuries, those should be dealt with immediately. Regardless, it’s important not to panic.“If you or a loved one ever fall victim to a burglary, it is important to remain calm,” advised Chandler Clayton, Security Expert with ASecureLife (@ASecureLife). “Call the local authorities and provide them with every single detail that you can regarding the event. The more details you can provide, the better your chances of regaining your belongings.”Taking matters into your own hands.While the police may do their best to recover your stolen items, the odds of that happening are not very likely. Only around 30 percent of stolen items are recovered, and that number is only as high as it is because the recovery rate for locally stolen vehicles is around 60 percent. That’s why you should consider taking the search for your stolen items into your own hands.No, we don’t mean you should treat this burglary as your superhero origin story and skulk around at night as “The Bandit Basher,” a vigilante who robs the robbers… of their lives!What we actually mean is that you can try and find your stolen items on your own. Don’t put yourself into any dangerous situations, but by searching your local Craigslist listings and checking pawn shops nearby, you may be able to track down something that was taken.While this may not be worth the effort for some items, especially if you’re dealing with a pawn shop that refuses to believe the item belongs to you, it could make all the difference if someth ing with sentimental value was taken.Secure your stuff.While there may not be too many things you can do after a robbery occurs, there are steps you can take beforehand to protect your things.Having a security system can make a significant difference. Although the police may not catch someone while they’re breaking in, the presence of an alarm can send a burglar scurrying as soon as it activates.Most homeowners insurance will also cover theft, so for a relatively small investment, you can get thousands of dollars of coverage. After a break in, you can file a claim and receive reimbursement for the stolen objects. Just be aware that your insurance might require you to show proof you filed a police report. It’s a good idea to familiarize yourself with the process for filing a claim with your specific insurer so you’re prepared for any eventuality.It’s generally not the greatest idea to broadcast when you’ll be out of the house across your social media presence. You also need to be aware of more high tech theft possibilities.“Times are changing, and so is crime,” warned Clayton. “In 2017, over $1.4 billion was reported stolen through cybercrimes. Be alert on the streets, but also remember to secure your online presence.”Be sure to never give anyone your financial information unless you’re totally certain who you’re speaking too. And familiarize yourself with the red flags that may indicate someone is trying to scam you financially.Take care of your moneyâ€"and yourself.Worrying about theft can be a common source of stress. That’s why it’s worth considering all the various steps you can take to secure your things and, more importantly, secure yourself some piece of mind. Once you’ve secured your property, consider helping others in your life do the same. We’ve recently written an article on elder financial abuse, which is its own unique sort of theft.Stay safe, friend! And while you’re at it, consider grabbing a loved one and making a budget together. Because isn’t wasting money sort of like having a tiny burglar in your pocket? It wont do to protect yourself from thieves and scammers only to end up relying on short-term bad credit loans and predatory no credit check loans (like payday loans, cash advances, and title loans) to make ends meet.To learn more about how you can keep your money safe, check out these other posts and articles from OppLoans:5 Steps You Can Take to Prevent Identity TheftHere’s How to Keep Yourself Safe From Mail ScamsDating App Dangers: 7 Tips to Avoid Getting Scammed by a Fake RomanceNever Trust and Always Verify: How to Avoid Getting Scammed Over EmailDo you have a   personal finance question youd like us to answer? Let us know! You can find us  on  Facebook  and  Twitter.  |  InstagramContributorsChandler Clayton is a security expert with  ASecureLife (@ASecureLife). Honing his skills from the University of Wisconsin, he writes to inform the public on the latest trends and innova tions in the security market. He draws his experience from his constant life efforts to learn and adapt in the modern era.

What Is Human Resources Management

Any organization is as good and competent as the people it is comprised of. Some would say that with the advent of technological era the role of human being in production of goods is steadily on the decline – that is, machines and high-tech tools replace people in their traditional roles. However, if anything it even increases the role of every human being – although it is quite possible to replace man with machine in a position of manual labor, there will always be need in people performing creative and intellectual tasks. And Human Resources Management, or HRM, is the function that looks after this issue. In a nutshell, the chief task of HRM is to recruit new employees, manage the already recruited ones and provide direction and development for them. However, nowadays it is much more than the department that deals with hiring and firing – HRM is supposed to look after the company’s employees, make sure they are motivated to do their best for the company’s sake, define perks and benefits they are to receive in order to make sure they don’t want to leave, manage their general performance, define new ways the entire organization may develop in future, deal with health and safety issues, define training programs that will increase the value of employees. In addition to that, HRM defines the overall corporate culture in what concerns relationships between the company and the employee, with the main goal being to provide a work environment that would be optimal for maximum performance, fulfillment and job satisfaction on the part of the employee. Truly effective HRM makes sure both the company and its employees are satisfied: employees get good jobs they wouldn’t want to change, self-fulfillment they won’t find in other companies and feeling of being in their right place, and the company gets highly productive, happy and efficient employees who are in no hurry to leave and are going to increase the value of the company in the long run. All in all, proper HRM aims at using the available limited workforce in the most efficient way possible, increases its amount when necessary while constantly working on improving its quality. There is yet another function that falls within HRM’s jurisdiction – disputes and problem-solving. No matter how good the general relationships between employees and the company are, how respectful the company is towards its members, how careful it is about selecting candidates for the jobs, there will be problems. It is HRM’s job to make sure there are as few of them as possible, but they cannot be ruled out altogether. In case of disputes between the company and the employee HRM should, on the one hand, aim at resolving them peacefully, and on the other – has to be prepared for aggression, i.e., maintain compliance with local, federal and state labor laws and communicate with employees on all levels in order to, if possible, prevent the escalation of problematic situation. While HRM is often perceived as a secondary function of any organization (after all, it hasn’t been created for the reason of moving its own employees around), its importance can hardly be overestimated. Although they may not be immediately evident, HRM mistakes may bring about a host of problems ranging from annoying to catastrophic. High turnover rate, low productivity, discontent among the employees, lawsuits due to discriminatory actions or implementation of unsafe practices, general incompetence – all this and more is a result of poorly organized HRM. Thus, it can be said that although HRM is always in the shadow of organization’s primary function and goal, it is what, to a very large extent, determines its effectiveness.

How E Commerce Has Changed Business Practices - 2162 Words

E-commerce is the stores that provide service for customers via online. It sells a variety of products such as foods, drinks, and many others. It has different sectors which have many classes of businesses. For example online supermarkets are starting to grow today. Previously, have the physical stores or traditional stores but they build an e-commerce now. When e-commerce is becoming popular, they start to do it to get more profit. This essay will examine and evaluate how e-commerce has altered business practices in supermarket, including e-commerce grows very fast, profitable business and convenience for customers, enjoyable and comfortable to shop, and detail information in the e-commerce websites. It also will argue and evaluate the main tactics to increase the profit of internet trading, are convenience delivery home, having good marketing, and providing electronic transaction and good electronic assistance. Supermarket e-commerce stores that have altered business practice grow very fast. The popularity of online supermarket increases every year. Keynote’s study (as cited in Hand, Riley, Harris, Singh, and Rettie, 2009, p. 1205) explain that in 2006, the percentage of online supermarkets are higher approximately 35% than previous year. It could be that customers will shop online only in the future if the popularity of traditional stores go down. In addition, many supermarkets such as Walmart, Coles, and Giant are starting to build e-commerce. Online supermarket growShow MoreRelatedE Commerce And E Business Essay1437 Words   |  6 Pageschanges today, regarding business-to-business (B2B) e-commerce and business-to-consumer (B2C) e-commerce, because many people are purchasing travel products and services on the Internet (Casalo, Flavian, Guinaliu, 2010). Travel agencies should adopt e-commerce technology into business models to increase competitive advantages and to boost marketing activities (Abou-Shouk et al., 2013). Information and communications technology (ICT) and E-Commerce and E-Business applications have a largeRead MoreE-Commerce Security Issues860 Words   |  3 PagesE-Commerce Security Issues The new electronic interdependence recreates the world in the image of a global village. (From The Medium is the Message) Historical Glimpse Marshall McLuhan was the first person to popularize the concept of a global village, and to predict its social effects. His insights fundamentally changed how everyone has thought about media, technology, and communications ever since. He chose the phrase global village to highlight his insight that an electronic nervous systemRead MoreE-Commerce: Pros and Cons of Taking the Clothing Store Online1535 Words   |  6 Pagesnote that in the recent past, technology (and most particularly t he Internet) has effectively changed the way people conduct business. Today, most businesses have come to the realization that to remain relevant in a highly competitive marketplace; they must fully exploit the opportunities presented by both technology and the Internet. In this text, I discuss a number of issues arising out of my resolve to engage in e-Commerce as the owner of a small clothing store along the Jersey Shore boardwalk. Read MoreBarriers Of Transactional Trust1365 Words   |  6 PagesTransactional Trust Confidence and trust are a prerequisite for any successful trading business entity and more so for secure electronic trading. According to Lawrence Tar (2010), trust is a problem that is even more present when it includes transaction that are not physical. In virtual trading, the identities and geographical locations of buyer and sellers are often unknown, there is no real-time visual or oral interaction, no real time physical exchange of goods and services for money betweenRead MoreWebsite Security for E-Commerce Businesses Essay1658 Words   |  7 PagesBefore starting any E-commerce business the owner have to make sure that his/hers website has all kind of security systems which provide absolute safety for customers and the owner himself. Nowadays, online robberies have become the most common. Every single day, hackers attack thousands of web sites in the hope of a good profit. among the most important elements of the protection should be as following: †¢ Security Hosting supposed to include Bandwidth (to maintain E-commerce traffic), a large DiskRead MoreFords E-Commerce Strategy1680 Words   |  7 PagesSUMMARY In early 1999, Ford announced an integrated e-commerce strategy, with the objective of creating an interface among customers, dealers, vendors and even competitors. The SWOT analysis was studied for the development the strategy, as well as the chances of success of such strategy. With Fords desire to shift from ‘dealer-centric selling to ‘consumer-centric selling, we looked at the typical characteristics of online customers and how dealers could reinvent themselves to remain relevantRead More Sara Lee Essay1446 Words   |  6 Pages Businessman Nathan Cummings bought the C.D. Kenny Co., a Baltimore coffee, tea, and sugar wholesaler, in 1939. Cummings soon purchased several grocery firms and later changed the company’s name to Consolidated Grocers—1945. The operation went public in 1946 and was renamed Consolidated Foods Corporation in 1954. Two years later CFC bought the Kitchens of Sara Lee, a Chicago bakery founded by Charles Lubin 1951. Introduced in 1949 an d named after Lubin’s daughter, Sara Lee cheesecake had become hisRead More e-commerce Essay1426 Words   |  6 Pageselectronic commerce (e-commerce). There is no specific definition for what is e-commerce everybody interprets it differently. Some view it as selling products and services on the net others more educated people see it as any networked enabled business practice such as Electronic Data Interchange (EDI), the World Wide Web, or email. Before the Internet small businesses were restricted on electronic communications because of high cost on installation and maintenance of networks. Business communicationsRead MoreDell Inc. Company Based On Computer Technology Essay1707 Words   |  7 Pageswith its first Portable computer, 316tr. 1994, organization present the Dell Poweredge server line and Lithium-particle battery. 2002, the 3100mp projector flag Dell s entrance into the projector market. 2006, Dell organization is the first in the business to offer free item re using for customers around the world. In 2008, Dell dispatches first Modular Data Center. 2009, Dell enters the cell phone market with the Mini 3i from China portable, Adoma and Latitude Z laptops are produce. 2010, Del entersRead MoreAmazon.Com Supply Chain Management1550 Words   |  7 PagesGoldwasser December 10, 2012 Amazon.com Supply Chain Project Introduction In today’s society, Online Shopping and the industry of e-commerce has become very popular and mainstream. Many individuals have integrated online shopping into their normal routine and have replaced traditional shopping altogether. Online shopping has become so popular, there has been a shopping holiday called â€Å"Cyber Monday† which is the equivalent to â€Å"Black Friday.† Traditional brick and mortar retail stores are

Noh Extended Essay Free Essays

Every culture in the world has its own theater. In Japan one of the most ancient forms of theater is Noh. The Noh theater found its form in the fourteenth century and continues in much the same form, with many of the same plays, in present day Japan. We will write a custom essay sample on Noh Extended Essay or any similar topic only for you Order Now A Noh play portrays one all-encompassing emotion dominating the main character, the  shite. Whether jealousy, rage, or sorrow, all music, gesture, dance, and recitation are used to build the emotion to its final climax at the close of the play. Often the plays depict the return of a historical personage, in spirit – or â€Å"ghostly† – form, to the site of a significant event in his or her life. A warrior might return to the battle field, or young woman to the scene of a love affair. According to Buddhism of the fourteenth century, a person could not find spiritual release even after death if he still possessed a strong emotion or desire. To exorcise this emotion, the warrior might appear in his armor and recreate the battle in a dance. The dance would reveal his humiliation at suffering defeat. Noh plays are extremely intense. In order to express something so abstract as an emotion, words are often inadequate. As the play progresses, then, dance and poetry are used to express the tortured heart. Other elements which contribute to an intensification of the mood are the bare simplicity of the stage which allows no distraction from the main character, and the gorgeous costumes of the main character himself. The stylized movements also help to focus the energy on the emotion rather than on the individual personalities. In Noh as in classical ballet, every movement is choreographed and often symbolic. There is no individual interpretation. Masks are used in many different cultures. In Japan, Noh masks are used for theatre and dance performances. Each mask represents a certain person, hero, devil, ghost, or legendary animal, depending on what the character is in the performance. As Noh is an art form that utilizes masks, there is a great variety of them. There were originally about 60 basic types of noh masks, but today there are well over 200 different kinds in use. Noh performers feel that the noh mask has a certain power inherent in it which makes it much more spiritual than a prop used to change ones appearance. Taking into account the status of a certain noh, the noh performer will carefully choose a noh mask, known also as a noh-men or omote. In most cases, the exact mask is not predetermined, but depending on which noh is being done, the shite has a variety to choose from. In the end, it is up to the shite to make the final determination as to which mask is chosen. Exactly when the noh mask came into being is not entirely clear however it is believed that masks, and their names still used today, were developed from the mid to latter part of the Muromachi period (1392-1573). Previous to that time, the mask conventions were not entirely set and masks themselves had stronger religious connotations. It was during the Muromachi period that the religious significance of the masks began to wane and they took on more human characteristics. It is thought that as performers started to think more about the use of yugen (mysterious beauty) and profundity, they felt they needed to hide the unattractive aspects of their own faces and concentrate on making the beauty of noh stronger. Between the end of the Muromachi period and the modern age the art of making noh masks was established as a hereditary art with a long lineage. Two examples are the Deme family from Echizen (present day Fukui prefecture) and the Iseki family from Ohmi (present day Shiga prefecture). Following the establishment of noh mask making families, the stylization of noh masks significantly advanced. Even today there are many independent mask makers. While some nohgaku performers still make their own masks, the performance world and the mask-making world are essentially independent of each other. As it is often difficult to tell the actual feelings expressed in a noh mask, it is said to be made with a â€Å"neutral† expression. The mask carver tries to instill a variety of emotions in the mask. It is up to the performer to imbue the mask with emotion. One of the techniques used in this task is to slightly tilt the mask up or down. With terasu (tilting upwards) the mask appears to be slightly smiling or laughing and the expression lightens somewhat. While kumorasu (tilting downwards), produces a slight frown and can express sadness or crying. Basically, by using minute movements, the performer is able to express very fully. Noh masks, like costumes and props, are extremely valuable heirlooms and handed down from generation to generation. After having the costume put on, the shite then goes to the kagami no ma (mirror room) where in front of a mirror, the shite faces the mask. In putting the mask on, the word kaburu (putting on clothing) is not used. Instead the word kakeru (to hang) or tsukeru (to attach) is used. In this way, it is implying that the performer is â€Å"becoming† the mask, and its emotions, in order to better express the characters feelings. In reality, a noh mask does not entirely cover a noh performer’s face when it is being worn. In fact, it is thought best if some part of the chin and/or jowls show. Also, as the eye holes of the mask are very small, the field of vision of the performer is very limited when wearing the mask. Consequently the simple design of the stage and the use of hashira (pillars) assists in helping the performer know their location during a performance. Not all the main performers on stage wear masks in noh. Usually the shite and the tsure wear masks and occasionally there are instances where the ai will as well. The waki as a rule, playing a character who is living in the present, does not wear a mask. This is called hitamen or a â€Å"direct mask. However, even without wearing a mask, the performer is meant to â€Å"make their face a mask. † The performer must inject power and emotion into their performance while not using their face to express. In some genzai noh the shite or tsure do not wear masks. Noh performances reflect upon the daily life and times of the Japanese. An extremely stylized art form which dates back to the feudal period, the mask s used convey the mood and character of the part played by the performer. Thus, each mask is a manifestation of elegant simplicity and rustic tranquility. How to cite Noh Extended Essay, Essay examples

Literature Review on Customer Service Management on Emirates free essay sample

In the manufacturing sector customers are able to evaluate the business based on the actual tangible good and may not care much for the augmented services provided with it, except for maybe in the case of cars, however service providers need to manage their customer service in the best possible way as that is the bases they will judged on. Service sector’s need to consider employee behavior, service scape and quality service in order to create a positive image in the minds of the consumer. An example of bad customer service is given through Apple due to their poor technical support, but however are able to get away with it due to their attractive nature. However Zappos. com and Bed Bath and Beyond are two companies that are directly opposite, one offers free shipping and 365x7x24 customer support while the other offers 100% satisfaction assured and free return shipping; and positioned right in between these two is Dell computers (Kandampully 2012). We will write a custom essay sample on Literature Review on Customer Service Management on Emirates or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Customer Service Management Managing customer service has become most essential now more than ever, customers today are well educated and are very careful about what they purchase. Companies dealing in similar areas or providing homogenous services can use customized customer service to differentiate their services. According to Nyanisa Manjavu (2004) â€Å"quality and customer service have become a way of life rather than, short-term projects that can begin and end at will. † Some customer service management strategies mentioned are: * Motivate staff well for best attitudes from employees. Make part-time employees feel as part of the overall team. * Produce efficient and well organized systems to deal with variability of services. * Due to the importance of the customer service function, adequate resources need to be allocated to it. * Employee’s performance targets must be clear and realistic so as to encourage high standards of the service. (Manjavu 2004) Some of the ways service organisations can create value for its customers is through continuous improvement of service quality, encounters and satisfaction: Service Quality Service quality refers to how the firm’s performance compares to the general expectations of the customer. The SERVQUAL model used in Srinivas Durvasula’s(2005) study is one of the most cited models proposed by Parasuraman, Zeithaml and Berry (1985), five dimensions have been recognized to describe service qualities: tangible, reliability, responsiveness, assurance and empathy. Also a 22-item scale was developed to measure these five dimensions (Durvasula, Lysonski and Mehta 2005). Service Encounter The two main definitions for service encounters used in Durvasula’s (2005) paper are first off a period of time during which a consumer directly interacts with the service† and â€Å"it is the collectivity of service encounters that is evaluated by the customer and not a single interaction per se†; both are said to be broad definitions in nature. This has become very important when determining customer satisfaction and its impact on service quality, service encounters can occur as interpersonal interactions or even through a variety of technologies (Durvasula, Lysonski and Mehta 2005). Service Satisfaction and its Determinants Companies spend a lot of resources on customer satisfaction due to the many benefits it provides such as customer loyalty, repurchase intentions, positive word of mouth and customer retention which can all in turn have a positive impact on profits. Two things discovered in this paper to have an impact on customer satisfaction are service quality and customer perceptions of service encounters [ (Durvasula, Lysonski and Mehta 2005) ]. Some of the important or key factors that can help shape the customer service function are: * Reliability, companies need to be able to meet or rather exceed customer expectations. Availability, companies need to make their customer service available at all times and through multiple channels. * Return calls, they need to make sure their customers have someone to talk to when needed. * Service failure recovery, this can determine how customers will spread information about the company. * Customer service as organization culture, every employee needs to be a customer service rep and should give their best when interacting with a customer. (Winston n. d. ) Customer Relationship Management (CRM) Another important concept to consider when talking about customer service is Customer Relationship Management (CRM). Despite large amounts of research carried out on this topic, there is no agreement on what CRM really is and how a CRM strategy can be developed. CRM first materialized in the IT community but has expanded to other areas of the service sector. Payne and Frow (2005) say that CRM definitions are mostly associated with technology but believe this is the reason behind the failure to properly define CRM. After extensive deliberations of various definitions and perspectives, they developed this definition for the purpose of their study â€Å"CRM is a strategic approach that is concerned with creating improved shareholder value through the development of appropriate relationships with key customers and customer segments. CRM unites the potential of relationship marketing strategies and IT to create profitable, long-term relationships with customers and other key stakeholders. CRM provides enhanced opportunities to use data and information to both understand customers and co create value with them. This requires a cross-functional integration of processes, people, operations, and marketing capabilities that is enabled through information, technology, and applications. † [ (Payne and Frow 2005) ] Customer Experience According to Palmer (2010) â€Å"Increasing use of the vocabulary of â€Å"customer experience† by firms would appear to be a substitute for the language of â€Å"customer relationships. † He also believes customer experience management may be the concept that can prevail over the challenges and restrictions of CRM. Among many of the definitions mentioned is â€Å"The feeling of emotions and sensations as opposed to thinking† and â€Å". . . involvement in what is happening rather than abstract reflection on an event† given by the American Heritage Dictionary which he describes as â€Å"more affective and process based†. Palmer shows a model on how the basis for marketing-based competitive advantage has evolved through time, from when the economy was more dominated by manufacturing companies to the time the service sector’s importance rose. He feels developing on customer experiences can help service organizations differentiate their brand when customer relationships become too common or generic for similar companies. Different stimulus can have different impacts on different consumers, emotions can play an vital role when considering customer experience as people mostly tend to get emotional at things that are important to them (Pallmer 2010). The Airline Industry The airline sector is no exception from the growing interest in improving customer service management. Many airlines continue to provide consumers with the best service in many ways in order to succeed. Some examples: * Southwest Airlines- (Ruppel 2012) Their mission statement now says: â€Å"The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit†. * American Airlines- (American Airlines n. d. ) American Airlines and their regional partner American Eagle have submitted a customer service plan which has been put into effect on Feb 3. 2012. It says â€Å"We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns† * Emirates Airlines- (The Emirates Group n. d. )The importance given to their customers can be seen through the many awards Emirates has received such as * Skytrax World Airline Awards Worlds Best Airline In-flight Entertainment. (2012) * Airline Passenger Experience Association – Emirates wins Best Overall Passenger Experience. (2011) * Frequent Traveler Awards Skywards wins Best Customer Service, Middle East, Asia amp; Oceania. (2011) * Business Traveler Middle East Awards Skywards, Best Frequent Flyer Program. (2009) Yield Management (YM) Yield Management can be defined as a method that helps to sell the correct product to the appropriate consumer, at the suitable moment and price. This can be used as a innovative pricing strategy and has been done so by the airline sector for a very long time [ (Martinez, Borja and Jimenez 2011) ]. Some of the characteristics of YM that make it efficient are one, relatively fixed capacity as capacity is not flexible; seats on a plane cannot be added or removed. Two, ability to segment its market in to different customer categories, third is the perishable inventory as aircrafts seats cannot be stored. Forth is the fact that all tickets are sold at a different time so tradeoffs occur when deciding to accept an offer between an early reservation with low price or a last minute customer who may pay higher. In Fredric Voneche’s (2005) study the problems of YM have been broken down into overbooking, discount allocation and traffic management. Overbooking means to sell more seats on an aircraft than existing as passengers that don’t show up or cancel can leave up to 15% of the plane empty. However all passengers do not always pay the same price on a flight and so the concept discount allocation needs to be used which is the â€Å"the process of etermining the number of discount fares to offer on a flight. † Finally traffic management needs to be considered due to the adaption of the hub-and-apoke concept after deregulation. Overbooking and discount allocations would be enough to maximize revenue if point to point routes existed with no connecting flights [ (Voneche 2005) ]. YM was introduced to Emirates in 1990 by its senior vice president of YM Ramesh Venkat who is responsible for Flight Management, Group Desk, Revenue Integrity, Revenue Management Science and Research. He is an Electrical Engineer from Indian Institute of Technology (1978) and MBA from the University of Bradford (2002) and has pioneered sales-focused revenue management at the company [ (Venkat 2007) ]. Emirates Airlines Emirates is known to be one of the best airlines in the emirates, winning many awards. They offer a variety of amazing augmented services to customers to support their core service which is air transport. First to look at the actual in-fight services, Emirates offers three classes in their flights first, business and economy. First and business class of course are offered the very best treatment due to the higher prices they pay; they enjoy services such as private suites, flat bed seats, regionally inspired food along with wines and champagne, shower spa’s, onboard lounges, their world renowned in-flight entertainment system which consists of information, communication and entertainment (ice) which has won awards six years in a row and extended services before taking off and after landing such as relaxing at the exclusive Emirates lounge or enjoying chauffeur driven services. However the economy class is also provided with many great services such as seatback monitors with up to 1,400 channels of news and entertainment programming along with SMS, telephone and email service as on air wifi is available on all three classes, they are also offered award-winning meals created by internationally renowned chefs and provide utmost care and attention to young flyers. Emirates believes in providing â€Å"comfort, convenience, and exceptional service are part of the Emirates experience wherever your travels take you. Emirates flies to 120 destinations worldwide and passengers are even able to download their timetables through the website. Emirates also offers tour and holiday packages to customers through Emirates Holidays, Arabian Adventures and have special offers at their own Emirates Wolgan Valley resort and spa in Australia. The organisation allows customers to receive special fares and special offers and the latest news from Emirates, direct to their inbox. Emirates also has a special offer for all its loyal customers called the Skywards Miles, this allows to collect miles on your purchases and then pay for booking or upgrading a flight ticket using these miles; small to medium sized businesses can enjoy these rewards as well called the business rewards [ (Emirates 2012) ]. One main benefit all Emirates Airline passengers, no matter of what nature, can enjoy in the UAE is the entire terminal 3 that was specially built just for Emirates’ customers; it is capable to hold up to 43 million passengers a year when fully operational. The president of Emirates Airlines, Tim Clark, says â€Å"The new Emirates Terminal 3 is a testament to our corporate values that will see our passengers enjoy ease of travel, home comforts and refined luxuries both in the air and on the ground helping us to deliver on our promise and fulfill customer expectations from the Emirates brand† (Anonymous 2008). Self-Service Technologies Self-service technology (SST) has been defined as â€Å"technological interfaces allowing customers to produce services independent of involvement of direct service employee† and can be an important tool in customer service management. Although first started in the manufacturing industry, it slowly moved to the service sector and was introduced to the airline industry in the mid 1990’s but has come a long way since then. The different types of SST’s at airports could include information kiosks, ticketing kiosks, CUSS kiosks, retail kiosks, internet bookings and through the use of smart phones or mobile devices. SST is much more preferred to traditional check in systems by the company and customers due to greater efficiency, convenience, shorter wait times, reduced labor cost and variability in the human service encounter (Drennen 2011). Emirates has invested a great deal in SST’s to ensure their customers the best service. Emirates has a very appealing and user friendly website for its customers to use and anyone can access a range of Emirates’ services through this. Passengers can not only book their tickets online but check in as well and is available for all three classes. The website also allows passengers to book hotels, rent cars and book tour n holiday destinations for their trip. Emirates’ check in is most convenient due to the self check in machines at the terminal (Emirates 2012) and new check in machines at some metro stations (Badam 2011). Strengths and Limitations Despite knowing of all the amazing and extensive services offered by Emirates, there are some mixed feelings among customers (Full reviews in Appendix 1). Some of the many services that have been praised are the amazing entertainment system (ICE), the comfortable seats, lounges, the bar in the A380, quick check in, seat upgrades, chauffeur service and clean cabins. However there definitely are some complaints and the most common are about inattentive, uncivil and â€Å"almost robotic† like crew members and tasteless and cold food. Even though customers have said positive things about these aspects some believe they were just terrible. Customer Service Program An organization’s ultimate goal is make customers happy, and developing a formal plan to effectively serve customers will encourage this. Mostly small companies have in formal plans however bigger companies are encouraged to have formal plans with customer service policies and procedures, ways to measure satisfaction and loyalty. When an organization is trying to implement a customer service program there are some key elements that need to be considered. First is to assess your company’s customer focus, traditionally companies would hire one or two people to take care of the customer service problems however smarter business owners know that this is a task for the whole organization and each employee needs to understand that each individual persons role will affect how the customer sees the company. Next is to asses customer needs, organization’s need to thoroughly analyze customer satisfaction; this can be done through analyzing customer complaints or reviewing average wait times. Establishing formal customer service policies is another element, this may consist of which tasks will be handled by whom or how an employee should behave in a certain situation. Finally the organization needs to educate the staff, time need to be set out for employees to be trained and nurtured into truly service-oriented employees (Inc. 2009). References: American Airlines. http://www. aa. com/i18n/customerService/customerCommitment/customerServicePlan. jsp (accessed November 3, 2012). Badam, Ramola Talwar. Emirates Airline puts check-in kiosks in Metro stations. The National. August 3, 2011. http://www. thenational. ae/news/uae-news/transport/emirates-airline-puts-check-in-kiosks-in-metro-stations (accessed November 5, 2012). Drennen, Hannah, Self Service Technology in Airports And the Customer Experience (2011). UNLV Theses/Dissertations/Professional Papers/Capstones. Paper 1053. Durvasula, Srinivas, Steven Lysonski, and Subhash C. Mehta. Service Encounters: The Missing Link Between Service Quality and Satisfaction. Journal of Applied Business Research, 2005: 16-18. Emirates. 2012. http://www. emirates. com/ae/english/ (accessed November 4, 2012). Inc. , Virtual Advisor. Creating an Effective Customer Service Plan. 2009. http://www. va-interactive. com/inbusiness/editorial/sales/ibt/customer. html#top (accessed November 13, 2012). Kandampully, Jay. Service Management: The New Paradigm in Retailing. New York: Springer Science + Business Media, LLC, 2012. Manjavu, Nyanisa. AN ANALYSIS OF CUSTOMER SERVICE. Journal of Srevice Marketing, 2004: 1,6-7. Martinez, Mario, Miguel Borja, and Juan Jimenez. Yield Management as a Pricing Mechanism. The Review of Business Information Systems, 2011: 51-59. Pallmer, Adrian. Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, 2010: 196-208. Payne, Adrian, and Pennie Frow. A Strategic Framework for Customer Relationship Management. Journal of Marketing, 2005: 167-176. Ruppel, Jim. Customer Service Commitment. Dallas, 2012. Skytrax. http://www. airlinequality. com/Forum/emrts. htm (accessed November 13, 2012). The Emirates Group. http://www. th eemiratesgroup. com/english/our-company/awards-accolades. aspx (accessed November 3, 2012). Venkat, Ramesh. Journal of Revenue and Pricing Management. 007. http://www. palgrave-journals. com/rpm/journal/v6/n4/abs/5160104a. html (accessed November 3, 2012). Voneche, Fredric. Yield Management in the Airline Industry. Journal of services Marketing , 2005: 1-6. Winston, Beth. eHow. http://www. ehow. com/list_6697064_key-factors-customer-service. html (accessed November 13, 2012). Appendix Appendix 1 – Customer Reviews [ (Skytrax n. d. ) ] * E. Cherfane Dubai-Beirut-Dubai in business class. Very impressive as the crew were attentive, I was escorted to my seat and informed of the seat facility and the service. Entertainment system is excellent with plenty of choices. Will be flying them again this month to Bangkok. * Janet Farnaby On arrival at Melbourne airport we found our flight to London Heathrow via Singapore had been cancelled. Emirates staff could not have been more helpful. We were re-routed via Sydney/Dubai to Heathrow with an overnight stay at the Sheraton with meals and transfers provided. Upgraded to Business Class and received excellent meals. Dubai to London was back to economy, but we were given the seats next to the exit and again felt cared for. A great experience with excellent service both on the ground and in the air. A great selection of in-flight entertainment made long flights more agreeable. * Per Norlander We had a return flight from Bangkok to Hong Kong and the BKK-HKG flight was the best flight. Very good staff, attentive service, good recommendation of wine with the food. The bar at the back of the A380 was a really great experience. Again very nice and service minded staff. * S. Brent Flew SYD to Dubai, Dubai to Casablanca, return. Unimpressed with service, staff was barely civil, food was ordinary. My friend even had to take her own meal tray back to the galley! * S. Anand AMS-DBX-MAA-DBX-AMS. Upgraded to business class on DBX-MAA-DBX segments. Service on board all flights substandard. It appears that being warm and welcoming is an effort for cabin crew. Food on all segments of poor quality (even business class segments). Food portions are small on the long haul AMS-DBX-AMS segment. The seats are comfortable be it business or economy. Chose Emirates because of low ticket price and decent reputation for service. However I would rather pay more money and fly someone else.