Cry The Beloved Country Essays (703 words) - Cry, Free Essays

Cry The Beloved Country Essays (703 words) - Cry, Free Essays Cry The Beloved Country 1. This obviously is an ever-mainstream book report book since it is so basic. That is the reason I picked it. 2. Stephen Kumalos town of Ndotsheni, on the east shoreline of Africa, is the setting of this novel. 3. Cry the adored nation, by Alan Paton, is a book which recounts to the tale of how James Jarvis, an affluent bequest proprietor who, as his very own result occupied life, needed to learn of the social corruption in South Africa through the passing of his lone child. On the off chance that Arthur Jarvis had never been murdered, James Jarvis could never have been taught by his children compositions. One of the main things that James learns of his child, and his perspectives, he learns in Arthurs' room. In perusing his works, James finds that Arthur would have gambled anything to support others, and wound up doing only that. James finds that his child was very much explored on the issues of their general public, and was keen on helping the advancement of the social structure i n South Africa. From the photos of Jesus and Lincoln on his divider, James found the adoration Arthur had for these two men. These were men of activity, who indicated love for their companions, and simultaneously, their foes. These two men languished and kicked the bucket over their convictions, as did Arthur as it were, this is indicating Arthurs' dad what an extraordinary man his child was by examination, and comparability to other people. This disclosure shows Arthurs worry for mankind. After the revelation of his children sees through the entirety of his compositions, James starts to understand the issue, and begins to think about the issues of others before his own. Following his children Death and the colleague of Stephen, James gives 1000 pounds to the African young men club. Jarvis isn't simply giving endowments in memory of his child, or just to give, however giving the individuals who need assistance approaches to support themselves. At the point when James gave the cash t o the club, he didn't simply choose to offer it to them, however realized that in the event that he gave it, the club would utilize it to improve the countrys condition. In the entirety of his gifts, James utilizes this unobtrusive technique to liberate the blacks. Utilizing his children sees once more, James chooses to take care of Kumalos' town, which is self-destructing. This assignment is a genuinely huge one. He initially gives milk to the town kids, who just have warm water to drink, and afterward he assembles a congregation. The downpour in Ndotsheni is a touch of anticipating of trust in The town, and possibly of what is to come. Through James' instruction, we become familiar with the similitudes between Mr. Jarvis and Kumalo. At the point when we initially meet Jarvis, the setting is a lot of equivalent to when we met Stephen. The two of them live in the cultivating zones of South Africa, and they share the affection for the land, and what is in their lives. They each are h itched with one child who they know nothing about, and both are compelled to grapple with the blame of the whites by a similar event. After the two of them lose their children, they have a need to get them, albeit all that is left are the recollections. They each learn of the issues in South Africa Through their children, and after the acknowledgment, the two of them attempt to plan Something for improve the social, and racial contrasts which plague Johannesburg. 4. Stephen Kumalo is a local cleric who endeavors to remake the crumbling clan and his own family. He increases an extraordinary consciousness of numerous aspects of life by going on an excursion. He is a modest individual. James Jarvis is a well off landowner whose child is killed. Msimangu is an area minister in the city who unselfishly helps Stephen, and who composed Kumalo about Gertrudes situation. 5. I would have better clarified the title. 6. At the point when the child kicks the bucket, since it was so sensational. 7. This book is about human instinct. How racial perspectives can influence others in various manners. 8. I would give Sean Connery a role as Kamulo, Matt Damon as Msimangu, and Scrooge as James Jarvis. 9. The Beloved Country 10. 8

The Stranger from Albrt Camus Essay Example | Topics and Well Written Essays - 250 words

The Stranger from Albrt Camus - Essay Example Right off the bat, there was no moral impulse on Meursault to slaughter that obscure individual with no reason. In organizations, a few organizations regularly produce some unscrupulous moves particularly against their merciless rivals. Those strategies probably won't have any legitimate outcome yet they are unscrupulous all things considered. Besides, organizations don't have confidence in humankind or affections for mankind. They do their organizations just to amplify the abundance of proprietors paying little mind to humankind being endured at the same time. In the very same manner, the demonstration of Meursault on her mother’s memorial service exhibits the absence of affections for mankind. The relationship of Meursault has been very crazy with the end goal that there is a legitimization or balanced of doing a specific direct. In any event, slaughtering an individual ought to have a specific explanation. This shows Meursault didn't trust in existentialism as he believed that a human life doesn't have any reason for presence. The presence of human isn't important as per Meursault and he better idea of disposing of the individual by slaughtering him, indicating a preposterous condition of

Japanese Great Armor Analysis Research Paper Example | Topics and Well Written Essays - 1750 words

Japanese Great Armor Analysis - Research Paper Example The covering was mostly worn by the higher situating samurai riding a horse. The lower situating officials had covering that resembled the Ã… -yoroi, anyway had less portions, was lighter, and neglected to have the decorating markings of the higher situating samurai1. Most of the information pondered the Ã… -yoroi is considering the covering of the higher-situating specialists since the shield was either given to an asylum as a contribution or kept up by the family members of the principal wearer. Huge bits of the primary fragments of the Ã… -yoroi still in nearness have been superseded after some time in view of the things being lost or hurt. The couple of residual instances of Ã… -yoroi are on feature in displays in a couple of particular countries. There are moreover a few instances of Ã… -yoroi in Shinto sanctums where they have been kept up and made sure about for a serious long time. In this way, it tends to be said that the yoroi was for just the wealthy in the general pu blic and was disconnected for the picked not many. It might have implied sovereignty too. The basic pieces of the Ã… -yoroi and other samurai insurance are alluded to by and large as the hei-no-rokugu or basically rokugu, which suggests six articles of arms. The six essential sections are the dÃ¥  (waist fortification), kabuto (defensive top), menpo (facial shield), kote(armoured sleeves), sune-devoured (shin covering), and the hai-date (thigh protective layer). One specific drive over earlier shields is that the kozane of Ã… -yoroi are at first bound together and thereafter made sure about with clean, which improves impenetrability to consumption. The dÃ¥  of the Ã… -yoroi is exceptional from later models considering the way that it is made out of two distinct parts as opposed to one piece with an opening as an untimely idea or again of the dÃ¥  to allow the samurai to put on the insurance. The samurai class, talking about an irrelevant seven to 10% of the

Customers Airline Industry

Introduction: In the highly competitive airline industry, customers become the most important factor of the whole producing process. Besides flight safety, enhancing service quality, and therefore customer satisfaction, is the most crucial strategies of the airlines (Fried, 1989; Gardner, 2004; Zaid, 1995). Customer complaints serve as a critical dimension of service quality and customer satisfaction. Both the great affect that complaint handling has on customer retention and the beneficial usage of complaint information for service quality improvements have been widely recognized by the airlines and evaluative institutions (Strauss Schoeler, 2004). Complaint management continues to be a focal point of research as more companies have become convinced that defensive marketing is a highly profitable endeavor (Davidow, 2003). Customer complaints provide organizations with an opportunity to rectify their mistakes, retain dissatisfied consumers, and influence consumers future attitudes and behavior (Estelami, 1999). There is much empirical evidence showing that the complaint satisfaction with a companys response has an enormous impact on customers future behavior (Stauss, 2002). Therefore if the customer relation department is doing the job effectively and getting complains from customers it can be used a tool to make improvements in the company as their feedback will tell the airlines where there are lacking and how they can improve. So it will just not increase customer satisfaction but also the loyalty and the profit for airline as customers will like to use the services again and again. These days Airlines are in fierce competition with each other and they are trying to gain each others market share by using different strategies some are giving cheap tickets some are giving extra weight and so forth. The point here is no matter what strategies airlines are using the thing that matters is if they are satisfying the customers or not. Getting market share from other airlines might be easy but retaining that share is very difficult to retain. Nowadays people are highly price sensitive and they will switch the airlines for a minor difference too. So now the airlines really have to work on something so that they can retain the customer while satisfying them too. In Pakistan there wasnt any survey which was precisely on Airline industry. So that is why this topic was chosen so as to provide better insight in this industry regarding the customer satisfaction. The Airlines really have to do something extra to attract more and more customers as the biggest problem airlines are facing are the economic problems like fuel prices and very tough competition from other carriers and getting very strict regulations from governments. The airlines have to develop new ways to attract the customers those days are long gone when airlines could charge as much as they want because of many new competitors now they cant do that. After 9/11 the whole industry saw a major sets backs and increased fuel prices and security conditions were totally changed since then. The industry was facing setback economically and viably. They had to improve their operations so as to reduce as much costs as they can as they fixed costs were going sky high and it was getting very hard for the airlines to operate in such environment. While reducing costs they cannot ignore customers as they are the one who are getting them revenues. The Airlines have made their operations better so they were able to reduce operational costs and can give better fares with respect to other airlines. Airlines have started customer relationship programs so as to have better relations with customers so they can travel on the same airline again and again. But there were many airlines that went bankrupt because of high operational costs and low revenues even majors airlines were failed to make profits after 9/11. During the last eight years there were many airlines who ceased there operations mainly due to revenues and there were many airlines who are going in loss or hardly on break up. Due to this there were many mergers in the airlines too. All this happened due to the economic conditions across the world. It is worth mentioning here that air traffic has increase many times but still airlines are not making very high profits. It is all due to very high operating costs and due to security conditions. The losses faced by airline industry is also caused by many low cost carriers which are not giving other benefits and just taking from places to places and many travelers prefer to save on tickets. The security conditions has forced many airlines to step up their operations and make sure of the safety of passengers which has ultimately increased the fixed costs but in return they are giving complete satisfaction to passenger while providing safe journey. The passengers satisfaction differs from person to person some want more off board facilities some want onboard some like extra luggage some are satisfied with good food. Now the question arises here how an airline can satisfy so many people. This is the reason this research has been conducted to get a better insight of the customers that what customers are expecting and what airlines are giving them. The gap will tell us where airlines are lacking and how they can give better services to customers with better fares. The Main Hypothesis for the thesis is: Airlines with higher satisfied customers are getting more passengers. The Sub hypotheses are following. 1. Reliability Airlines with higher Reliability are getting more passengers. 2. Responsiveness Airlines with higher Responsiveness are getting more passengers. 3. Assurance Airlines with higher Assurance are getting more passengers. 4. Empathy Airlines with higher Empathy are getting more passengers. 5. Tangibility Airlines with higher Tangibility are getting more passengers. Literature Review Everyone knows what satisfaction is, until asked to give a definition. Then it seems nobody knows [Richard Oliver 1997]. He is expert and long time research writer and researcher on customer satisfaction. The definition of customer satisfaction is Satisfaction is the consumers fulfillment response. It is a judgment that a product or services feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment [Richard Oliver 1997]. Customer satisfaction can differ from person to person and product to product. But generally if the product has at least met the needs of the consumer then it will be customer satisfaction. Incase it failed to meet the minimum expectation then it will be turned into dissatisfaction. Tolman (1932) was the first person to use the term expectation in the context of behaviour. In general terms, expectations borrow from Tolmans expectancy theory whereby, subsequent to learning, people actualize or ward off potential consequences of their actions. Pretrial beliefs about a product (Olson Dover, 1979) that serve as standards or reference points against which product performance is judged (Zeithaml, 1993) is a commonly used definition of expectations that draws from Tolmans original conceptualization. Customer satisfaction is measured in a given reference of time. So with due respect of time even it changes so as the satisfaction level. It changes from time to time and factor to factor as it is a dynamic process. In highly involvement decisions it is very important to meet the satisfaction level. If it failed to meet the expected level then the companies will loose the customer. As there wont be any second chance. The key to provide the excellent service is in understanding the customer expectation [Parasuraman, Berry, Zeithaml, 1991b, p. 39). Expectations play a role in the formation of satisfaction and service quality through the expectancy disconfirmation paradigm (Oliver, 1980, 1993, 1997; Tse Wilton. 1988), and the gap model (Parasuraman, Zeithaml, Berry, 1985) respectively.Satisfaction and perceived quality result from a comparison of the level of performance perceived and the level of performance expected by the consumer. In this so competitive industry such as airline industry nowadays the airlines are meeting with very harsh realities first of fuel prices going sky high making there fixed costs sky high as well. Then due to high fares passengers are switching the airlines for any extra favors. Due to this many airlines went bankrupt as they couldnt even have breakeven. That is why nowadays low budget airlines are making more profits then big airlines because of low fares. But it is just not fare which makes them change the airline. There are many other factors involved other then just fare. They need to even meet certain level of expectations. In the customer satisfaction, expectations are treated as predictions made by customers about what is likely to happen during a service encounter. Such expectations correspond to what the service will be like (Oliver, 1997; Zeithaml et al, 1993). Oliver defines expectations as predictions, sometimes stated as probabilities or likelihoods, of attribute or product performance at a specific performance level. Miller (1977) called this standard the expected standard, which is the result of a probability estimate. American Society for Quality told in a report that recently the troubles that airline industry are facing are, flights are getting delayed, overbooked and sometimes even cancel and due to that passengers are getting worked up are losing patience. The level of satisfaction is on the decrease and will continue to decrease. The airline industry analysts are expecting that the situation is going to get bad or even worst before it will get better. The American Customer Satisfaction Index score for industry in the first three months of 2007 was about three percent lower to 2006 score and it is 63 on 100 scale. Satisfaction with constituent elements is particularly important in a service setting because customers are involved in the service process. Thus services are necessarily experiences, and as a result, customers rely on multiple indicators of service quality to evaluate overall satisfaction with the service (Bitner, 1990; Zeithamel 1990; Mittal, V., P. Kumar, and M. Tsirors 1989). Peripheral attributes are further distinguished as physical attributes, the choice of features and amenities that are included in the service concept, and interaction attributes, the way that service employees Interact with customers in the service delivery system. The importance of a particular attribute in the service concept is derived from the sensitivity of overall satisfaction to changes in satisfaction with the particular element (Kamakura et al. 2002). Customer satisfaction is desired because of its role in the service value profit chain in producing a stream of revenues that is resilient to competition and obtained at lower long run cost (Heskett et al., 1997). Research shows that irrespective of the outcome of the service encounter i.e., performance on core attributes, peripheral attributes both physical and interactional can independently affect customer satisfaction (Bitner, 1990) Taking quality and customer satisfaction into consideration, the airlines can improve their customer service and airline operations in a lot of ways. It will take sometime to apply better strategies to make the daily operations run smoothers and more effectively, but if you start implementing the better strategies and user friendly processes to improve passenger assistance and customer service it will give you a very good idea and plan what are the possible problems customers are facing and through which strategies can be adopted to prevent such problems in future. The service marketing literature discriminates among elements of the service concept. Some elements core attributes define the basic service being provided, while other elements, termed peripheral attributes specify the distinctive manner in which the service is delivered (Gronroos, 1990; Booms and Bitner, 1990). One of the leading reasons for customers loosing patience and showing dissatisfaction with the airlines is late departures or cancellations of flights. Customers just want to go from origin to destination on time but they are unable to trust the airlines with this issue. People are pointing fingers to different issues but no one is ready to accept the responsibility for flights late departure or arrival. It is because of number of reasons like bad weather; Aircrafts have to wait in sky to land at airports due to heavy traffic. Then maintenance problems of engines and fuselage, airport operations and ATC problems are some of the examples which make the flight difficult to depart or arrive on time. Even though all these arguments are valid and legitimate but still customers are not ready to relax. It has been found that airlines have no reason to improve the effectiveness and quality of their operations, since all airlines think and believe that they all are facing the same problems and no one is worst then anyone else. So when customers feel dissatisfied with a certain airline. They will travel on a different airline next time it will happen again and then again they will retry a new but how long they will keep on changing and ultimately they will feel all airlines are handling the customers in a same manner and eventually they will travel on same airline on which they traveled for first time. This is not necessarily true. TARP research indicates a passenger who files complain is thirty percent more loyal than a noncompliant and fifty percent more loyal than a dissatisfied complainant. Nowadays customers are not complaining much than they did a decade ago when half of the passengers will complain least once. Today, the rates of complaints even for big problems with serious consequences are not much and it is about 20%. Now hardly one percent customers complaints to the airline that too which are serious in nature. This is one of the major problems for airlines because when passengers will not file complaints then airlines will not know the problems which are faced by passengers during flight or even before or after flight. The fault here is not entirely on customers but on airlines more then customers but they are so hopeless that they think it is more of wastage of time. So airlines need to assure people that their complaints will be solved as soon as possible and it will not happen again. They need to inform the customers after it is resolved but how many airlines do that? Hardly a few, When customers will feel that airline wants to work on the problems and their problems will be solved only then they will start complaining and it is just not that problem they tell it is a whole new gateway to success because solving the complains means better satisfactions that will result in more revenue with good will. Airline Managers should not assume that if the customers are not reporting the problems or complaints it means they are not having any problems and customers are satisfied with the service. In fact it is the total opposite which is passengers are now so hopeless that they have assumed that even complaining wont help them either, so they dont care to file a complaint. The expectations of the passengers have been decreased to such a point that they dont expect the airlines will do anything to satisfy there customers. The airline staff that comes in direct contact with passengers on daily basis must understand and try to solve their problem as soon as they can. This is especially true for the channels in service industry and point where customers interact with employees working in customer relation department who are there to resolve customer complaints. In the situation which we are discussing, empathy has these things to be friendly, understand customers feelings,, Showing care to solve the problems and making sure to meet his needs, Make the customers feel that their concern is valid, and when in problem, solve the problem or at least try to find a solution. Handling the customers in airline industry is very much different and much personalized. It is not like dealing with lots of super market customers or like dealing them like they are dealing with loose cattles. How can an airline get its staff to show and have empathy? One way is to show staff videos of service experiences they can be real or staged in which empathy is there but is not expressed. A video is better instead of written description because a lot of times communication between staff and customer is nonverbal like body language, expressions, voice tone and even eye contact and consistency is part of quality. Consistency is vital for customers because consistency is an experience taken as reliability by the customer. So if there is a lack of reliability it will not only affect the customers trust in the company but will create bad image. This is an important issue to be addressed because trust is a essential condition for customer loyalty. Passengers are not dissatisfied with all airlines. There are many airlines like Emirates, Cathay Pacific, Etihad and Qatar etc especially Emirates has constantly topped in customer satisfaction for consecutive four years according to Skytrax. Airline industry researchers find it very interesting that some airlines continue to satisfy the customers in most efficient manner and making huge profits in such industry where there rivals are not even having break even. In north America Southwest is one of the best airlines and in their ads they make it a joke that they are not giving you any special service but theyre doing what is precisely they are saying that is they get you on the destination on time without troubles. What they have done what so many other companies have failed to do. The secret of there recipe is they have met the most basic thing for a effective and quality airline operation that is consistently meeting expectations. This has enabled them to earn good profits with better customers satisfaction. The flights of reputed airlines arrived on time eighty percent of the time, they are able to set standards for even other airline and there operations are now used as benchmarks for other airlines. They are departing on time and getting to their destinations on time just because of effective management and quality tools. They have a proper and consistent process and they have documented their workloads properly. Their turnaround times are a lot better than other rivals in the industry because they use standardized operations. They know the more time plan will be parked at apron it is there loss the sooner the aircraft will be in air and is flying it is there profit so they land the plane, get new passengers and get the aircraft back in the air as soon as they can because that is only way airlines make money. Booming airlines are putting the aircrafts back in the air at much higher rate then other airlines because of the fact the more time the aircraft is parked at apron it is there loss and the more time it will be in air it will generate revenue for them thus making more profits. This makes customers at ease too as they dont have to wait for hours to get to their destination. That means no long waits at airport thus no frustration for passengers. Reputed airlines set the expectations and then will meet the expectations. Airlines are thinking their problems are not much different from other airlines and everything is going smoothly even if not everyone is facing same situations. As they blame on weather and acts of God. Which everyone else is facing as well. Immense financial pressures, then with fuel prices going sky high and struggle in the low-fare market, is making the airlines believe that they are unable to afford to put all the resources togetherto resolve their customer satisfaction problems. The most effective and cost efficient way to improve the complaint managing process is to prevent the problem by anticipating the problems instead of not acting on the complaint. It is better to take notice of the complaint than have the customer go away. The loyalty of customers who have experienced troubles is about 20% lesser than those of non-complainants customers. This 20% reduction includes both non-complainants and those who have filed the complaints. To prevent a problem the first thing one has to do is understand what is causing the troubles or problems for customers. In a recent it was found that most of the companies think if they have a customer who is dissatisfied for some reason, it is due to a worker who caused the dissatisfaction by doing wrong. The TARPs study has found that most of the employees did a good job and hardly 20% of dissatisfaction was caused by staffs bad attitude or by doing something wrong. Most of the problems which were between fourty to sixty percent are due to substandard processes, and the remaining are because of either customer mistake or confusion in either the kind of the product or service purchased. (Goodman 2006.) A satisfied customer can even get dissatisfied due to differences in current satisfaction level and previously measured one. Consider the following scenario. In 2008, a customer flies on a flight to Europe in Economy Class on an Airbus A380. She is happy to have her own personal TV screen, in which she can choose any channel, watch movies or listens to songs or even play video games. In 2009 she flies the same flight but in Boeing 777 to her dismay that her plane is not equipped with personal visual in-flight entertainment but it has movie projected on central screen. Even though the specific service of transportation did not change. This customer had increased her expectations about the service. Even though the airline provided the same transportation service in 2009 as in 2008, the customer was dissatisfied because her increased expectations were not met. While this customer may not file an actual complaint, the takeaway from this example is that customer dissatisfaction is a function of the gap between pre and post customer expectations about a product or service [Zeithaml, 1990]. So, the more perceptions fall short of expectations, the higher customer dissatisfaction will be. As customers can change their expectations over time, dissatisfaction can change even if the product or service remains the same. Therefore, customer dissatisfaction will be different from previous experience. Even if an organization delivers identical results over time, customer dissatisfaction may increase as customers increase their expectations. So it is imperative for airlines to manage the balance of customer pre and post expectations. Sasser (1978) originally coined the term service concept in reference to the bundle of elements packaged as a complete service for sale to the customer. In services marketing, research on customer satisfaction parallels Sassers concept, positing that satisfaction with elements of the service concept combine to create overall satisfaction with the service encounter (LaTour and Peat, 1979; Mitall et al. 1989; Oliver 1997). Managers may think that the companys complaint handling is fine, but if customers disagree, then the company still has a problem. Attribution research on consumer behavior suggests that customers attribution plays a pivotal role in shaping their attitudes and responses (Folkes, 1988), and it may mediate the relationship between complaint handling and post-complaint behaviors, such as negative word-of-mouth, future patronage etc. (Au, Hui, Leung, 2001). Customer satisfaction is desired because of its role in the service value profit chain in producing a stream of revenues that is resilient to competition and obtained at lower long run cost (Heskett et al., 1997). There are many areas in the airlines itself where faulty processes are leading to customer complaints and displeasure. Some are infrastructure problems, then the heavy air traffic issues specially high season, but these reasons affect an airline just as they affect every other airline. So why some airlines are consistently better? It is because they have designed their own skills to handle problems and their own operating measures to operate within the resources that they have. With reasons which are not in their control, they must do something to improve their systems. The Airlines need to utilize their resources in most effective way so as to operate effectively and best possible manner. Then they must exert influence on the people who have got power to control the infrastructure. Flight delays and cancellation is one of the leading factors in dissatisfaction among the passengers. The airlines needs to continuously improve their processes and systems, as it is vital for any other industry too. What use to happen doesnt mean it can happen now too because previously customers were not aware much and companies couldnt charm them with their advertising? The days are long gone now the customers are very well aware of situations and they ask question when they get to know something so as to know it better. What was satisfying the customers that time will now make them highly dissatisfied because times have changed so as the customers. The performance of airlines will decrease over time until unless something is done to improve it or sustain it. To sustain the current standards of performance, it is highly important to perform high level of maintenance. Then to have a better and improved operations airline need a lot more then just maintenance to have an effective flight operation. Weather is one of the major factors which is beyond the control of an airline and is one of the leading cause of flight delays and even cancellations and it is just not causing great deal of dissatisfaction to customers it is also costing airlines huge sum of money as then they have to give them accommodation as well. Some customers dont care about the weather and they just want to reach to the destination as soon as they can, which is not possible as it can be very dangerous to fly in such weather. Even a highly sophisticated aircraft can not fight with the forces of nature. If due to bad weather flights are delaying or canceling the airline must provide the actual cause of delay instead of saying delayed due to technical fault. The Bureau of Transportation Statistics (BTS) compiled figures on weather-caused delays, free of the other categories. Weather caused the flights to be delayed approximately 9.5% of the time during the 2006 for seven airlines. Then 13% of the flights were delayed for different reasons which were in control of airline like fueling, aircraft cleaning, loading, crew problems, maintenance and baggage handling Then if a flight will depart will late that means it will arrive late at next airport and then again depart late for next leg of journey as it is a chain which will effect the chain until it makes up for that time. It will be just not delay but the passengers who got to catch a connecting flight will also miss their flight because of late departure. There are many reasons of dissatisfaction among the customers and just not food and check in problems. It is just not the dissatisfaction of customers but the airline will have to bear additional costs as well. There are some delays which are not due to weather but not also in control of airlines like heavy traffic volume at airport, ATC, Holding pattern of aircrafts due to runway not available even Airport operations too. Last but definelt not least the security reasons cause hardly 1 percent of flight delays. It is because of extra security check at the airport that at the end hardly flight gets . Communicating with customers when a problem occurs is a better way to improve the satisfaction. In this high tech fast moving world due information and technology, everyone is now used to get instant information and communication. Passengers want to be instantly informed about the current status of their flights as if they are delayed or canceled. Industry experts said, the airlines cant change the weather in there favour, but what they can do is give customers better information. Several airlines have improved their communication processes by cross training and moving employees who arent busy due to a flight cancellation (baggage handlers, porters, etc.) and putting them in areas where other employees are overwhelmed at the gate and ticket counters. Rather than having two gate agents handling 200 unhappy passengers, there are now 10-12 employees helping. Lines move faster, and people feel like theyre making progress. Airlines have so many cancelled flights and weather problems, so how does one can make your work force that much efficient so that you can decrease the customers concern level? They can easily do that with updated information, empathy, and assistance, even if you cant get them from origin to destination any faster. Now the question is should expectations are seen as the level of desired service. Desired and adequate services are two more service level expectations conceptualized by researchers (Parasuraman, 1991, 1994; Zeithaml, 1993). Desired is what consumer wanted; it represents the level of service performance consumers believe an excellent service provider can and should deliver. Adequate service is what consumers accept and is partly influenced by consumers predicted level of service (i.e., will expectations). Separating these two types of expectations is a zone of tolerance, which can vary from consumer to consumer and from situation to situation (Parasuraman 1991). The zone of tolerance will be higher for the outcome than for the process dimensions of expectations since the single outcome dimension, namely reliability, is the most important. Thus, it will be easier for managers to exceed the process dimensions of expectations (i.e., responsiveness, assurance, tangibles, and empathy) than the outcome dimension (i.e., reliability). The adequate level of Service performance is similar to the minimum tolerable expectation defined by Miller (1977). Deserved expectations, another level of desired service derived from Adams (1963) theory of inequity, are a consumers subjective evaluations of her/his own investment. A consumer who, for example, has invested much in ticket feels that he/she deserves a high level of performance or a reward. The leading Airlines try to identify the specific flights where customers experience a high level of inconvenience or trouble. So when it happens, the airline will send them a letter to explain the cause and apologize for the inconvenience caused. They dont want the customer to feel that they should not go back to the same airline again. Industry analysts have said that enhanced customer services will help settle the passengers, but only for the short term. They think no matter what airlines can do but people are going to be annoyed because of the fact that customers are not getting to the destination on time. Some airlines are reworking. If they can they do it better next time. Sure, but the purpose is not to do rework in the first place. You will get to know that it is not a value-added practice. You dont want to have such process or people when they will end up in customers disatisfaction because it will be a rework that you shouldnt have to do in the first place. Federal Aviation Administration the regulating authority for aviation in United States is testing the new technologies and latest satellites technologies so as to replace the aging and old Air Traffic Controller radars systems. So they canovercome the problems and short comings of the current air traffic network and want to implement the Global positions system in the country for all the phases of flights. (Carr, J. 2001) Currently the airports are using radar to control air traffic flow. The Radar technology requires each aircraft to fly at some distance in air and on landing so as to track on radar. When the aircrafts will be equipped with latest global positions technology they can fly closer without accidents and now a days it is mandatory for the aircrafts to have TCAS which is Traffic collision avoidance system that is a communication system which communications with the aircrafts Due to that now aircrafts can utilize more space and fly closer in air and take more direct routes. The aircrafts can even then land and take off in bad weather which otherwise will force the aircraft to cancel the flight or diverted to another airport and there will not be a lot of missed approaches as well. If airlines are ready to invest in this new process, it will boost a single runways capacity by twenty five percent, which means approximately an aircraft can land or take off every fourty five seconds. As it is a huge investment and so much finance will be there so it is not clear how many airlines will like to opt for this technology. So till then airlines will wait until they are certain the new technology is fully certified by the Federal Aviation Administration [Brewin, B. (2000]. The real problem is the number of people traveling has tripled in last few years but the number of aircrafts are not increasing to that extent which means the aircrafts will be over loaded and there will be a mass air traffic flow. According to a report the seat filling percent has gone to the highest level because of such mass air travel, so then it will result in less availability of seats and over booking. Due to that, airlines are holding those flights where passengers coming from other flights to take the connecting flights and that is delaying the flights as well because of holding but airlines will prefer to hold a flight for connecting passengers instead of leaving them behind and then rearrange another aircraft or give them hotel which will not only result in extra expense but also dissatisfaction of passenger as they will not be able to get the seat to the destination any sooner. If an airline is having extra passengers it will take more time to turn the plane back in air as there will be lot so luggage and it takes time to fill huge aircrafts. Airlines have the responsibility for meeting the rules, while the FAA makes the rules and enforces them. Theres not enough manpower in the FAA to be very effective enforcers. It is really something out of the equation if an airlines system is approved they will always update of date and continuously improve the system or acquire new if needed normally the airlines fail to remember about the whole compliance part and instead they look for cost saving areas and opportunity so as to cut down on costs. [Brewin, B. (2000]. The improved process with FAA and ATC are attached with improved process with airlines as they will cover the way for a more unbeaten flight system. Latest and reliable technology is must for ATC operations and airline but it doesnt mean if the airline is equipped with all the latest flight handling technology they can satisfy the customer they will have to adopt the strong systems on the ground to handle luggage passenger assistance their check in, other operations in, plane and turnaround. So no matter how effective and efficient the ATC network will be airlines will keep on having flight delays and cancellations if they dont develop effective internal systems In another article by for airlines, the same problems that have pulled passenger satisfaction down in the past few years (such as disenchanted employees, increasing fuel costs, bankruptcy, and record levels of lost, delayed and damaged luggage) caused it to drop again. The American Customer Satisfaction Index (ASCI) score for airlines fell 3%, its lowest level in seven years. For example Delta Airlines satisfaction rating fell 8% and its problems arent likely to disappear. A few years ago, the airline filed for Chapter 11 bankruptcy. Since then, Delta cut Labor costs and, although it emerged from Chapter 11, but done so at a high price. In general, its difficult to reduce labour costs and increase customer satisfaction on at the same time. A few airlines are standing apart from rest for example in our region Emirates, Singapore, Qatar Etihad Cathay Pacific airlines are leading the airline business in passenger satisfaction and profitability. They have a recipe for combining passenger satisfaction and financial success that has eluded its competitors. Now a days IT has done wonders for Airline industry not only reducing there huge costs but also helped in achieving better and fast performance and most importantly satisfying the customers without troubling the customers. Most of the airlines have now shifted to E-ticketing which is very cheap for the company and extremely easy for the customer too. IT is just not extend to this now you can even Book your own ticket, pay it online, Check the flight status, Selecting the seat, Managing the booking, Requesting meals, Changing the booking, Printing the ticket at home, Flight delays, Arrival departure Check in, Flight schedules etc are just a few of the services airlines are offering online. This has not only increased the satisfaction level of customers but also has helped shedding the work load on airlines without much investment. Each service will cost airline something. Having it all the services online saves so much precious time for customers and making them happier and highly sat isfied customers. Which they feel as personalized service. So investing in IT and advance systems has led to these reputed airlines having more and more of satisfied customers and thus not only having more customers who will travel again and again on the airline but also due to good will new customers will like to use the services as well. So only those airline will survive in the industry who are satisfying the customers better because if they will be satisfied then company will generate more revenue which means there will be more spending on advance systems and obviously on satisfaction of customers as well. Air Canada has won an award this year from Air Transport World (ATW), which selected the airline for implementing an innovative and transparent pricing structure, and online services which is an example for others. Methodology: A sample size of 60 respondents was taken. In total 70 questionnaires were filled by frequent customers of Airlines from different walks of life. 10 were rejected due to inappropriate filling. In which the ratio was almost equal among males and females.The main data was collected with the help of questionnaires. Then oral interviews were taken from Customer relation Dept of PIA and Emirates. How they handle the complaints of customers. Pre Testing: The instrument was pre tested with 8 people who found a few problems which were corrected and after that they were comfortable and found it easy and interesting to fill it. The instrument which is questionnaire is found to be internally consistent and reliable as the value of Cronbachs alpha is 0.85. The favourite place among the respondents is London followed by Paris. As 27 percent said their favourite place is London. Followed by 17 percent said Paris. In this question the airline which was used most of the time was Emirates as 50% of the respondents used Emirates followed by 33% used PIA and 12% Etihad. Keep the price constant the airline 63% respondents selected to travel on Emirates followed by 15 % on Etihad. Only 12% opted to still travel on PIA. Which shows Emirates is very popular among respondents and very few people opted to travel on PIA. Self search was the most influential way to buy the tickets. That show most of the respondents like to search themselves and they check with airlines and agents before purchasing the ticket. 2nd most influential way was to get the ticket from travel agents followed by Family. The most preferred timings among respondents was the morning time as 45% like to travel more in morning then any other time followed by 25% on Early morning flights. Most the respondents traveled between 1 to 6 times in a year. There were only 2 respondents who traveled more then 6 times in a year. A few respondents said that they dont have any particular choice of aircraft. As it doesnt matter to them what kind of aircraft they traveled on. But followed by many respondents said they will like to travel on Airbus aircrafts for whatsoever reasons. More then half of the respondents strongly believes their airline always departs on time. Followed by the respondents who again agree with the statement Here we can see that there is a sharp V over PIA which shows that Assurance is very low with PIA. Respondents feel that PIA is not at all good especially the V is way too steep regarding High standards. Rest is fine in terms of assurance. Emirates, Etihad, Singapore, Qatar are doing fine in assurance category. Here all are highly significant except these five factors. Handling of baggage, ticketing system is quick, you always get help from airline staff, the baggage arrives on belt quickly and airline office is conveniently located. This shows these all factors are very important in the satisfaction of the passengers and failing to meet these will result in dis-satisfaction. So in order to have more passengers the airlines needs to work on this area to get more passengers. We can see how the airlines stand on these important factors. The airlines with these factors will tend to have more passengers. Discriminant Analysis was used to find out how much customers are satisfied while traveling to different locals abroad. Using the 5 dimensions of customers satisfaction i.e Reliability, Responsiveness, Assurance, Empathy and Tangibility on Servqual model. From mostly used airline table we can see 67 percent of the respondents preferred to fly on those airlines which were better on 5 dimensions of customer satisfaction. Then taking the mean tables of all five dimensions into consideration it is clear from all of them most of the passengers choose to travel on airlines which were high on 5 dimensions as well. The only airline which was not high on those dimensions was PIA and that is why there is a sharp V over the all of table of means on the dimensions. Which is a strong prove that people are not satisfied with the PIA thus it is very low on 5 dimensions. From the equality of group means it is evident that out of 19 factors 14 are highly significant. Which means approximately 74 percent of the factors in 5 dimensions are very important in satisfaction of customers of Airline. Only those airlines were taking more passengers who were high on these factors. If we see the Canonical Discriminant Function Map we can see Emirates and Etihad are close which is proving the fact that they are close to each other and have similarities in service. Where as Qatar and Singapore are close which means that Qatar and Singapore are falling in one group and Emirates and Etihad are on other group but PIA is far from all and is widely scattered showing that it is providing the service is very much different from others. Once again proving the fact that it is low on 5 dimensions of customer services. Now taking the means of the airlines The mean of Emirates is 83.22 The mean of Etihad Airways is 80.29 The mean of Qatar Airways is 84.50 The mean of PIA is 62.55 The mean of Singapore is 89 So from here we can see except PIA the means of Airline are very high showing that customers are highly satisfied with those airlines which are satisfying the customers better then the rest. That is why they are traveling with them most of the time. But with PIA passengers are not highly satisfied which is why the means are low. If we see the table in which price factor is constant we can see 88 percent shifted to airline from 74 percent to those airline which were satisfying the customers in a better way. Thus in return company is making profits. So the results are supporting the fact that the airline which are providing better customer satisfaction to the customers they tend to travel on those airline frequently then on traveling with providing low or less satisfaction. Different factors were found which are very important for the airlines in customers satisfaction. As mentioned in literature review it is just not the factors but there are even other factors involved too sometimes the airline are exceeding the satisfaction of customers when they are tuned to that and if they do anything less then that even that makes the customers dissatisfied. That last time they did this why not now. We have seen in mean graphs of 5 dimensions that airlines were rated very high and one was one low it was due to the fact customers were not satisfied with certain airline but we can see still many customers were traveling on it. It is due to the reason there are others factors involved too which acts for example high seasons of flying seat availability, extra weight etc which makes them choose different airlines too. But the top most is still customers satisfaction which is evident from the results. Then we can see from the table of top preferred destination that top most favorite destination for the customers was London followed by Paris and Dubai. 52 percent of the customers only preferred to go to these three destinations. Which means these three destinations will have excess air traffic in high seasons. So if airlines will not satisfy the customers better then others then they will tend to loose passengers as during high season. The traffic increase many times and so many conflicts arises due to over load so that is the time when customers are seeking the help as the moment of truth comes in such situations only. That is the foremost time when customers really get to know what airlines can do for them. That is time they can get highly satisfied or highly dissatisfied in such situations. As they can feel the airline is doing something extra for them. Here in Pakistan the highest influence in buying the ticket was self search. That is people just dont buy the ticket from anyone they search for the best available prices as before purchasing the ticket. So they search the airlines as we can see 42 percent people did self search before purchasing. Then travel agent was the second highest influence which was accounted for 27 percent of the customers for purchasing of airline ticket as many travel agents push the client to travel on so and so airline which is due to the fact they are experience and is in traveling business secondly they push those airline more with whom they get more margin. Then13 percent was influenced by the family member to travel on certain airline. The most preferred timings for the customers to travel were found to be Morning time flights. They tend to like the flights which are scheduled in morning timings as 45 percent preferred to travel in morning then 25 percent preferred to travel early morning flights. The 90 percent of respondents traveled abroad about 1 6 times in a year to aboard and rest 10 percent traveled more then 6 times. Which means as they travel so much in a year they will definite know the satisfaction levels and the treatment of airlines as when someone travels so much in a year they will have a better know how of the customers satisfaction then those who hardly travel as for them travel experience will be so thrilling that they wont even notice the difference. Half of the respondents dont have any particular choice of aircraft but 30 percent of the respondents preferred Airbus over Boeing aircrafts. Then for FFP 53 percent of the respondents were FFP Members of their respected airlines. This shows now more and more people are opting to be the members of frequent flyer program. Discussions The research was carried out in the Airline Industry as in Pakistan there was not any particular search pertaining to the Airline industry and it was assumed in the research that people tend to travel on those airline which are satisfying the customers better then other carriers. So using the questionnaire as main instrument for the research it was decided to study the five dimensions of customers satisfaction that how important they were. Most of the factors were highly significant for the passengers in their satisfaction. The airlines with higher satisfied customers were rated high on all grounds. The result supported the hypothesis that Airlines with higher satisfied customers are getting more passengers. People are choosing those airlines which were doing something extra to satisfy the customers. Any airline which lacks those factors was rated low on customers satisfaction and people were not traveling on those airlines. The main focus of this research was on Customer Satisfaction and the factors outside were not taken into account. It is up to airlines how they will improve there process to help more and more customers while traveling so as to satisfy them better then others. This is the only way to have increased traffic because people will not tend to travel if they will feel that airline is not doing anything for them and just charging the fare. As when the customers pay the fare they feel it is their right to expect a lot of things in return. The competition is just not in fare anymore but on what they can do to satisfy the passengers in a better way and doing something which others are not doing. The days not long gone when there were just a few airlines and they could charge anything they wanted because now the competition is net to net and due to huge fixed costs so many airlines went bankrupt. As they couldnt not have break even. The surviving airlines are only surviving due to the fact they are just not charging the fare but making sure the customers are satisfied with the service because only then when they will be highly satisfied the customers will reuse the service. The highly satisfied customer is not just a frequent traveler but he will bring more revenue to the company in the shape of extra customers to the company. As when a customer will be highly satisfied he will create a good word of mouth for the company. Which even an airline cant create with exceptional advertising. So more and more passengers will tend to travel on the airline because of word of mouth. So one satisfied customer will being and push other customers. In a recent research it was found that one single dissatisfied customer will at least scare away 70 other people. So just imagine the consequences if there will be hundred of dissatisfied customers how much revenue will be lost due to that dissatisfied customers and how much revenue might come if good will of the airline will increase via good word of mouth. If an airline is satisfying a customer it is just not satisfying him but it is like investing in something which they cant even do it with money or even with advertising. That is it will create a good will and equity of the airline. Which is why a airline needs to satisfy the customers. Due to fierce competition companies can not afford to do loose customer just because they were not satisfied. They must have a process which is easy and user friendly for customers. As even there are flaws in there process itself which makes the customer highly dissatisfied. But the companies can fix them as there is no other option companies have. Either to have it fixed to have loss. Every airline does have customers relation department and it is there precise job to handle the complains but if airlines are not getting enough complains they should not think that customers are happy it can be due to the customers are so much dissatisfied with the airline that they think it is useless to complain. Any airline can make their customers highly satisfied if they have an exceptional Customer Relation department. As if they start taking complains in a proper manner and try to maintain good relations with customers. Instead of always telling them it is mistake on their part. Try to do something for them.If complain will start resolving, it will automatically solve many problems. Airline must also anticipate the likely problems passengers might have face. Instead of waiting for the customer to complain they must make certain changes to the process so that complain must not take place in first place. As generals problems can be anticipated. As keeping the customers happy only this way airlines can make profits because they bring revenue for them. References Adams, J.S. (1963). Towards an understanding of inequity. Journal of Abnormal and Social Psychology, 67 (5), 422- 443. Au, K., Hui, M. K. Leung, K. (2001) Who should be responsible? Effects of voice and compensation on responsibility attribution, perceived justice, and post-complaint behaviours across cultures. International Journal of Conflict Management, 12(4), 350-364. Barbara S. Peterson End of Flight Delays, FAAs GPS Fix Could Bust Sky Gridlock Bitner, M.J. 1990. Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing 54: 69-82. Bitner, M.J., B.H. Booms and M. Stanfield-Tetreault. 1990. The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing 54: 71-84. Bureau of Transportation Statistics. (2003). Air traffic statistics and airline financial statistics. Retrieved March 1, 2004, fromhttps://www.bts.gov/oai/indicators/top.html CMA Management 4- August/September 2007 Davidow, M. (2003) Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaint Behavior, 16(1), 67-80. Estelami, H. (1999) The profit impact of consumer complaint solicitation across market conditions. Journal of Professional Service Marketing, 20(1), 165-195. Brewin, B. (2000, July 17). FAA looks abroad for air-traffic control systems. Computerworld, p.58. March 13, 2004 from Expanded Academic Database Carr, J. (2001). Folkes, V. S. (1988) Recent attribution research in consumer behavior: a review and new directions. Journal of Consumer Research, 14(3), 548-565. Fried, L. I. (1989) Continental Airlines: shooting for the ultimate service. Management Review, 78(5), 46-50. Fred TaylorSouthwest Airlines Chief Apology Officer, BusinessWeek.com Gardner, E. S. (2004) Dimensional analysis of airline quality. Interfaces, 34(4), 272-279. Gronroos (1990), Service Marketing and Management. Lexington, MA: D.C. Heath. Heskett, J.L., Sasser, W.E. and L.A. Schlesinger. 1997. The Service Profit Chain. The Free Press. NY: https://www.popularmechanics.com/science/air_space/4219569.html John Goodman Manage Complaints To Enhance Loyalty. Quality Progress Magazine February, 2006. Kamakura, W.A., Mittal, V., de Rosa, F. and J.A. Mazzon. 2002. Assessing the Service-Profit Chain, Marketing Science, 21 (3), 294-317. Miller, J.A. (1977). Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements. In H,K. Hunt (Ed,), Conceptualization and measurement of customer satisfaction and dissatisfaction (pp. 72-91). Bloomington. IN: School of Business, Indiana University. Mittal, V., P. Kumar, and M. Tsirors (1989), Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach, Journal of Marketing, 63, 88-101. Morris Wilburn Managing the Customer Experience: A Measurement Based Approach by. ASQ Quality Press, Milwaukee. 2006. Oliver. R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17 (4), 460-469. Oliver, R.L. (1993). A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. In T.A. Swartz. D.E. Bowen, S.W. Brown (Eds.). Advances in services marketing and management research and practice. Vol. 2 (pp. 65-85). Greenwich, CT: JAI Press Inc. Oliver, R.L. (1997). Satisfaction: A behavioral perspective on the consumer. Boston: McGraw-Hill. Parasuraman, A., Zeithaml, V.A. Berry. L.L, (1985). A conceptual mode! of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50. Parasuraman, Zeithaml V. A., Berry L. L. (1988). Refinement and reassessment of the SERVQAL scale. Parasuraman. A., Berry. L.L,. Zeithaml, V.A, (1991), Understanding customer expectations of service, Sloan Management Review, 32 (3), 39-48. Quality and Customer Satisfaction in Airline Industry, Sep 2007. ASQ Sasser, W.E., R.P. Olsen, and D.D. Wyckoff. 1978. Management of Service Operations. Allyn and Bacon: Boston, MA. Skytrax (2009). Global airline quality monitor: From https://www.airlinequality.com Stauss, B. (2002) The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction. Managing Service Quality, 12(3), 173-183. Strauss, B. Schoeler, A. (2004) Complaint management profitability: what do complaint managers know? Managing Service Quality, 14(2), 147-156. Tolman, E.C. (1932), Purposive behavior in animals and men. New York: Century. Tse, D,K. Wilton, PC. (1988). 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Psychology - 1499 Words

Psychology Name Course Tutor Institution Psychology Discuss the rationale why each disorder applies to the patient and each AXIS that goes with each disorder. Signs and symptoms indicate that Smith is suffering from clinical disorders. All the signs and symptoms she is positive and hence indicating that she is suffering from adjustment disorder, bipolar disorder, eating disorder, major depressive disorder, borderline personality disorder and the acute stress disorder. She suffered from some form of mental retardation when she was young, mainly when her mother was harsh. She could be pushed around and forced to babysit her younger sister and brother. She argued out that her mother was both physically and emotionally abusive.†¦show more content†¦Smith decided to start drinking like her father a way of coping with the situation she was undergoing through. This is a poor model of decision making. The adjustment disorder is illustrated by dropping out of school yet she was very good in her class work, lack of concentration on what she was doing and the feeling of hopelessness and helplessness. The eating disorder is characterized by her decision to commit suicide by taking someone prescription. She also lost some weight dug to too much drinking and drug abuse that shifted her concentration from eating a balanced diet. The major depressive disorder in her was characterized by low mood and the worsening relationship with her family members. She did not get along well with her mother considering that she was emotionally and physically tortured. Lastly, the border disorder was characterized by symptoms such as stress. She was always under pressure that contributed to a stress build up. She had a problem of controlling her emotions and hence decided to commit suicide. She also could not adhere to her outpatient counseling after recovering from the attempted suicide. The above DSM criteria was positive and hence the disorders. Differential Diagnosis for Axis 1 and 11 Elimination method was used to diagnose in axis 1 and 11. Substance related disorders were recorded positive. Smith started drinking as a way of coping with the situation at home. This wasShow MoreRelatedPsychology : Psychology And Psychology1627 Words   |  7 Pagescovers the many questions we may have about psychology. It starts with the history and how it has changed throughout the years. It covers some of the many subfields and jobs you can have as a psychologist. It also covers the four big ideas that are associated with psychology. There are many more topics and sub-topics that will be covered within this paper on chapter 1. Section 1-1 Psychological Science is born: This section shows how the heart of psychology changes over time. 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Making sure your child or any person you care about is okay mentally, is important and is the job of people who work in a major in psychology. For this paper, the roles of a psychiatrist, a counselor, and a psychologist will be discussed. The audience will learnRead MorePsychology : Psychology And Psychology1300 Words   |  6 PagesIn Psychology There are six modern psychological perspectives. These perspectives are behavioral, psychodynamic, humanistic, cognitive, social, cultural, and biological. Each perspective has its own unique way of explaining human behavior. I think that really explains the complex mental processes and behavior, and each prospective study should not be limited to just one. The following is my explanation of the terms and comparisons between the psychodynamic and behavioral aspects relating to the OctoberRead MorePsychology : Psychology And Psychology Essay2200 Words   |  9 PagesHow is ps ychology defined today? How did psychology start out being defined originally? Humans have always been interested in understanding their own body, especially the brain itself. Some of the first people to explore psychology were Aristotle and Socrates, (even though some of the things they thought were wrong) of course at the time they did not know what exactly they were studying. https://www.boundless.com/psychology/textbooks/boundless-psychology-textbook/introduction-to-psychology-1/intr

The Awakening And A Doll s House - 973 Words

The Awakening and A Doll’s House both share similarities and differences. They were both written, at the time, toward different audiences. The Awakening was written in 1899, in English, and A Doll’s House was written in 1879, In Norwegian. Yet, despite these differences these works both find ways to explicate the same themes and ideas of feminism, and the concept of self-individuality. The culture, at the time, did not promote the self-individuality of women. The books’ main ideas, therefore challenges these notions and illuminate the idea of freedom as both Edna and Nora, the central characters, try to find it. Nevertheless, freedom comes at a price and consequences that cannot be controlled by the individual. Although both books illustrate this theme differently, The Awakening by Kate Chopin and A Doll’s House by Henrik Ibsen both tell that freedom isn’t necessarily free and that it requires sacrifice. Both their main characters, Edna and Nora, go through journeys in search for freedom and both these characters are in conflict with their surroundings. Edna Pontellier, a New Orleans woman who is married to a businessman, finds it stifling that he is gone for business trips and tries to find love outside their relationship, and Nora, an upper-middle class housewife, is conflicted by whether or not to leave Torvald. â€Å"Her marriage to Leonce Pontellier was purely an accident [†¦]† (18 Chopin) and â€Å"Do you think they would forget their mother if she went away altogether?† (30Show MoreRelatedA Doll s House And The Awakening1413 Words   |  6 Pagesthe idea that feminists hate marriage, men, motherhood, etc. In both A Doll’s House by Fredrik Ibsen and The Awakening by Kate Chopin these stereotypes are reinforced to the reader. Both A Doll’s House and The Awakening represent poor examples of feminism because the main characters rely on men for va lidation and also search for superiority over equality with the men in their lives. When we first meet Nora in A Doll’s House, she is a perfect wife, mother, and representation of a 19th century woman.Read MoreThe Awakening And Henrik Ibsen s A Doll s House1288 Words   |  6 Pagesnovella The Awakening and Henrik Ibsen’s iconic play A Doll’s House both follow strong female protagonists who deal with abusive relationships, difficult situations, and self-realization. A main theme seen in both works is that of self-awareness and the journey to find one’s self while they deal with conflicting relationships between themselves and other characters. Although Robert M. Adams’ identification of personality clashes is evident in both works, his interpretation of A Doll’s House and beliefRead MoreKate Chopin s The Awakening And Henrik Ibsen s A Doll s House1571 Words   |  7 Pagesdominated world, which took females to serve as inspirations rather than creators. In Kate Chopin s, The Awakening and Henrik Ibsen s, A Doll House, the authors use their main characters to show the occurring changes of females in a male dominated society. Edna Pontellier and Nora Helmer explore their desires to find independence and live fully within themselves. The two housewives experience their awakenings similarly through their repressive husbands, their lack of motherliness, and their ultimate decisionRead MoreCompare And Contrast A Doll House And The Poisonwood Bible1604 Words   |  7 PagesA Doll House by Henrik Ibsen depicts a young wife, Nora, as she struggles to deal with the repercussions of illegally borrowing money to help save, her husband, Torvald’s life. 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Legal Aspects of Property Law for Paul and Rose-myassignmenthelp

Question: Write about theLegal Aspects of Property Law for Paul and Rose. Answer: Introduction Land laws are the laws of land which are related to the rights of usage, exclusion and alienation of the other person from land (Stroud, 2013). The land laws history of England are applicable on the Singapore land laws, and these can be traced back to the Romans, and even to rule of Saxon monarchs which was the Dark Age. The reason for this is that most of the history of human beings deems the land as being a source of their private wealth. The English Court of Chancery led to the development of this body of law, which is deemed as equity and this can be seen as being concurrent o the common law in the present age (Hudson, 2013). Court of Chancery had a key role of enforcing the usage and the role of this could not be accommodated through a stringent framework of the laws of land. And owing to this role, there was a differentiation drawn through the legal interests and the equitable interests (Moffat, Bean Probert, 2009). And when it comes it the land laws, the registration of land is deemed as a crucial aspect of it. And this land registration system is based on three key principles, i.e., insurance, curtain and mirror (Ford, 2015). In the following parts, the different aspects of these concepts have been discussed with reference to the given case study. Issue The key issue in this case has George as the plaintiff and Paul as the defendant. And the case revolves around the legal rights which George can claim regarding the house which had been purchased by Paul and Rose. The rights relate to whether George can be evicted in a successful manner by Paul, or not. The creation of express trust of George would be deemed as the key factor which influences the claims made by Paul for evicting him from the house. Rule The co-ownership in the equity is deemed as tenancy or the joint tenancy commonly. It is crucial to show the manner in which the ownership is held and where it is a tenancy in common, it becomes crucial to determine the proportion of shareholding which is held by each of the tenants. The extent of the entitlement with regards to the declaration of trust can be freely determined in the express trusts (Liew, 2017). This results in the implications being overridden by the facts, the proportion of the contribution. However, where there is no express trust, for instance in such a case where the trust had been created through a constructive trust or the parties fail to provide the extent of ownership of conveyance, the beneficial entitlement is simply assumed under the law through the conduct of the people (E-Law Resources, 2017a). In Stack v Dowden [2007] 2 AC 432, Dowden and Stack co-habited the house and purchased in their joint name. However, no declaration had been made with regards to the beneficial interests entitlement (Gravells, 2013). The purchasing price of the property came from the savings and sale of property of Dowden. And the remaining was obtained through a mortgage. Upon the separation of parties, a sale of property and equal distribution of proceeds was sought by Stack. The court held that as the legal title had been held jointly, the beneficial interest had to be held jointly and this presumption could only be displaced in case the evidence was shown that this was not the intention of the parties (E-Law Resources, 2017b). A trust denotes the fiduciary relationship amidst parties in which the beneficiary interest of the beneficiary is protected for the land or property which is given to another party, i.e., the trustee (E-Law Resources, 2017b). Gissing v Gissing [1971] AC 881 provides that where there is an absence of declaration of the trust, the constructive trusts have to be applied particularly when there has been an inducement of trustee where the person acts in their detriment by believing the other. In such a case, such person would deem to hold a beneficiary interest in the land (Clarke Greer, 2016). Eves v Eves [1975] 1 WLR 1338 was a case where the house was brought in the name of the defendant but the same was not contributed directly by the plaintiff. Due to these reasons, applying constructive tryst, the claimant was allowed to obtain one quarter of the beneficial interest (Sexton Bogusz, 2015). The proprietary estoppel is something which helps in creating the proprietary interest in a property or a land, particularly where there is an absence of the standard or the proper formalities. The operations of this is based on the unconscionable behaviour which is used to award the interest in the land, as being a remedy, particularly when the entitlement is denied to the claimant as the legal title has to be deemed as unconscionable (Wilken Ghaly, 2012). In Jennings v Rice [2002] EWCA Civ 159, the plaintiff used to look after the defendant and this continued till the death of the defendant. The plaintiff was never paid anything and was instead promised the house with the furniture. This led to the plaintiff being awarded 200,000 as the court held that giving a proportional judgement with regards to the expectations of the plaintiff had to be done and detriment had to be made. And the amount of 200,000 was deemed as the detriment calculation for the plaintiff (Ball, 2015). Application The rules discussed above now have to be applied to the give case study. Firstly, it has to be clarified that George was never named as the owner of the house. He was the owner of the flat which was later on sold. Hence there was no express trust in this case and instead there was a presence of constructive trust, i.e., something which is to be construed from the conduct of the parties. In this case, the conduct was such that George sold his flat to go and live with Rose and Paul and gave the proceeds from the sale of flat to Paul, which was partly used by Paul for repaying the mortgage of the house and partly for constructing the house. In return, the implied promise was for George to live in the house and be provided with care, food and shelter. And this even continued till Rose was alive. Only upon the death of Rose did Paul ask George to leave the house. These contributions of Paul particularly towards the mortgage of the money would be deemed as an indirect contribution towards the house, based on Eves v Eves and this would allow Paul to make a claim on the house, particularly to the portion of contributed mortgage and the constructed portion of the house. The conduct of Rose and Paul was very clear to depict to any reasonable person that he would be staying in their house and in return, he paid them the sale proceeds. Applying Stack v Dowden, the house was co-inhabited by the three even though there had been no declaration on the beneficial interest entitlement. The mortgage and the construction of house were carried on by money of George and so, the beneficial interest had to be distributed according to the contributions. Gissing v Gissing provides that in absence of declaration of the trust, the constructive trusts have to be applied, particularly owing to inducement. Here, George worked in his detriment and gave the entire money to Paul. Also, applying the principle of proprietary estoppel, there was an absence of standard formalities in the proprietary interest of the house. And there was an unconscionable behaviour and denying entitlement to George would be unconscionable. Applying Jennings v Rice, even though George never paid anything, he gave his life earnings to Paul due to the implied condition of him staying with Paul and Rose owing to his ill health. Hence, damages have to be awarded to George to the proportion of detriment. And based on the calculation of detriment of this case, there is a need to stop Paul from evicting George from the house as neither it is rightful, not justified. Conclusion Hence, in this case, it becomes very clear that the conduct of the parties was such which denoted the presence of constructive trust and based on the application of the different case laws, it becomes clear that George cannot be evicted by Paul. And if the same is considered, there is a need to pay damages to George as a detriment was caused to him when he paid the proceeds of flat to Paul, and owing to the unconscionable behaviour, denying entitlement to George would be unconscionable. In short, George cannot be evicted from the house due to his contributions. Issue The key issue in this case is the changed position where it is deemed that the house was conveyed in name of Paul and Rose as being tenants in common and it was later on brought to the notice of the parties that Rose had named George as being the sole beneficiary to her property in the will. Rule Tenancy in common states that both the owners have the share in the property and this share is undivided, which means that the co-owners are entitled to occupy the entire property even when there share is very small (Watts, 2013). Also, there is no physical division of land and the possession is held in unity. The concept becomes relevant on the sale, or the death of the person or where the property is to be distributed. There is no operation of survivorship when it comes to tenants in common and each tenant can nominate to whom they will leave their share (Atkins, 2015). Goodman v Gallant [1986] Fam 106 was a case in which Goodman held half the beneficial interests in the matrimonial house. And the legal title was held by the husband. After her husband leaving the home five years later, Goodman got into a relationship with Gallant and he moved in the house. After two years, the negotiations were entered into with husband for his share of the house to be sold to Goodman. The price was set and the declaration of trust provided that the property was held as joint tenants. Goodman gave a notice later on for severing the joint tenancy and stated that she held 75% beneficial interest due to the fact that she already held 50% shares and had contributed in the purchase of the later half. The court however, held that the entitlement was to continue at 50% of the beneficial ownership. This was because the declaration of trust, in absence of mistake or fraud had to be taken as a conclusive aspect with regards to the ownership rights of the parties and the contr ibution of the parties was to be deemed as irrelevant (E-Law Resources, 2017c). Application In the given case study, if Rose and Paul are deemed as tenants in common. This would mean that upon the death of any of these two, they can state to whom their share of property would go. Applying Goodman v Gallant Rose could give the entitlement which she owed to George and not that of Paul and so, she could make her the sole beneficiary for her property. As the will of Rose provided that George had to be deemed as the sole beneficiary of her property, the express right over the property of George would disallow Peter from evicting George. As George would become an express beneficiary, instead of the same being required to be obtained from the conduct of the parties under constructive trust, Paul could not be evicted from the home. Conclusion On the basis of the application of the facts of the case study to the relevant rules, Paul cannot evict George even in this case as he had explicitly been made the beneficiary of the property by the will of Rose. References Atkins, S. (2015). Equity and Trusts (2nd ed.). Oxon: Routledge. Ball, J. (2015). Jennings v Rice [2002]. Retrieved from: https://webstroke.co.uk/law/cases/jennings-v-rice-2002 Clarke, S., Greer, S. (2016). Land Law Directions (5th ed.). Oxford: Oxford University Press. E-Law Resources. (2017a). Co-ownership. Retrieved from: https://e-lawresources.co.uk/Land/Co-ownership.php E-Law Resources. (2017b). Stack v Dowden [2007] 2 AC 432 House of Lords. Retrieved from: https://e-lawresources.co.uk/Land/Stack-v-Dowden.php E-Law Resources. (2017c). Goodman v Gallant [1986] Fam 106 Court of Appeal. Retrieved from: https://e-lawresources.co.uk/Land/Goodman-v-Gallant.php Ford, R.O. (2015). The Parables of Christ. Indiana: Xlibris Corporation. Gravells, N. (2013). Landmark Cases in Land Law. Portland: Hart Publishing. Hudson, A. (2013). Equity Trusts (3rd ed.). London: Cavendish Publishing Limited. Liew, Y.K. (2017). Rationalising Constructive Trusts. Portland: Hart Publishing. Moffat, G., Bean, G., Probert, R. (2009). Trusts Law: Text and Materials (5th ed.). Cambridge: Cambridge University Press. Sexton, R., Bogusz, B. (2015). Complete Land Law: Text, Cases, and Materials (4th ed.). Oxford: Oxford University Press. Stroud, A. (2013). Making Sense of Land Law (4th ed.). Hampshire: Palgrave Macmillan. Watts, G. (2013). Todd Watt's Cases and Materials on Equity and Trusts (9th ed.). Oxford: Oxford University Press. Wilken, S., Ghaly, K. (2012). The Law of Waiver, Variation and Estoppel (2nd ed.). Oxford: Oxford University Press.