Cultural competence Essay

This paper explores the Hmong people’s views toward medicine within the lens of their culture. It will take into account their history and also seek to explain the natural aversion these people have to most modern techniques in medicine. The Hmong people have a large immigrant population in the United States and represent unique challenges to most medical practitioners that can be used as a model to teach new methods of treating patients who may not understand western medicine. Understanding the Hmong is the first step in devising better techniques for nurses and other health professionals who seek to provide the best standard of care to all peoples in a safe, professional and cooperative way. Medical Views of the Hmong People: The Importance of Cross-Cultural Understanding As the United States becomes a more racially and ethnically diverse nation, health care systems and providers must adapt to be able to better care for patients’ with regard to their perspectives, values, and cultures. Failure to understand and manage social and cultural differences may have significant health consequences to the patient and could lead to ineffectual practices in the delivery of care. This is particularly significant in the treating of patients from the Hmong ethnic group. Whose cultural beliefs and practices are often opposed to the methods of modern U. S. Medicine. The Hmong people are made up of peoples from China, Vietnam, Laos, and Thailand. Indigenous to South East Asia, many of them resided in Laos until 1975 when Pathet Lao came into power and began to persecute them for their involvement (on behalf of the United States) in Vietnam. As a result of this political crackdown many Hmong fled Laos and have been accepted as refugees in many western countries including the United States. Although they are a largely diaspora population they have managed to hold onto their cultural traditions as well as assimilated (partially) to the culture s of their home countries. These traditions are passed down from elders to youth and are a strong pillar through which the Hmong are able to maintain their history and community. Currently there are 245,000 Hmong people residing in the United States, most of which live in California, Minnesota and Washington. As their numbers grow so does the importance of dynamic care practices that can better suit their medical needs. The Hmong are a primarily Shamanistic culture, with a strong reverence for ancestral spirits. Their beliefs in spirits are not regulated to simply deceased family members, but in all things both animate and inanimate. These spirits reside in a mirrored Spirit realm, where the spirits of their ancestors and also that of trees dwell. The individual is thought to have multiple spirits residing in them that regulate both the spiritual and physical health of the person. Illness is thought to come from evil spirits who attempt to harm the native spirits that reside in individual’s body. These spirits are the cause of all illness and exist in the spirit realm. It is to be noted that these spirits exist on the same plane as regular mortals, however the deity Saub made us blind to them after conflicts between the spirits and the mortals. It is only through the utilization of shamans that we may access them, and treat illness. As the malevolent spirits descend on the body, they may cause the native spirits to leave their human host, this is thought to be manifested in the physical world as serious illness. The Hmong believe that illness is intrinsically linked with a spiritual imbalance, therefore the Shaman is called upon to conduct rituals to bring back the wayward spirit and to discern the cause of its leaving. These beliefs can be in direct opposition to the belief of modern medicine, which relies heavily on scientific and empirical evidence. The simple diagnosis of illness can be greatly impeded when the patient believes that their rash comes from evil spirits as opposed to the contact of a poisonous material. Also this can breed a general distrust of western medication, when for centuries the answers to illness have always lied with the shaman and not with pills and elixirs. The language barrier also is challenging, but in a novel way, whole concepts in the Hmong culture are untranslatable, and the nuances in regional practices of the Hmong make each group individual in their phrasings and pronunciations. Even with the assistance of a native translator many concepts remain completely lost in translation, especially for American nurses who are often the first line of care for these people. Traditionally when a Hmong person becomes sick they are taken to see the community Shaman. The Shaman is considered a very important member of Hmong society as they are able to communicate and travel with spirits. They serve the role of both doctor and priest in that they care for the physical and spiritual wellbeing of the person. Because of the link between spiritual and physical illness, it is held that the main means to achieve health wellness is through ritual to appease the spirits. This can be dangerous to the person as their illness may go undiagnosed and untreated as the afflicted wait for the results of the ritual to affect them. Among the largest problems with treating the Hmong is noncompliance, as their tradition may prevent them from actually utilizing the medicine given to them from western hospitals and pharmacies. The treatment of psychological disorders in the Hmong people also poses a unique challenge to western health professionals. In the Hmong tradition those with unexplained psychological illnesses such as bi-polar disorder, schizophrenia, multiple personality disorder, and some neurological disorders (i. e. epilepsy) are considered to be chosen to become shamans. The symptoms with these maladies are often closely associated with spiritual intervention such as: multiple personalities exhibited being the manifestation of different spirits attempting to possess the body, or epileptic seizures being a communication from spiritual forces. This has caused these disorders to be revered in the Hmong tradition and have led to many of them going undiagnosed. The usual protocol for such episodes are for the child (as these ailments often present themselves in childhood) to be blessed and sent to learn with a shaman teacher, so that they may use their gifts for the community and become a shaman themselves. As shamans are highly respected and important members of the community any attempt to stifle or diminish their gifts can be construed as going against the wishes of ancestral spirits. To have a shaman in ones family is considered one of the highest honors, thus creating a situation where the illness goes both undiagnosed and untreated. Interactions between American health professionals and the Hmong people have even been documented in the book The Spirit Catches You and You Fall Down by Anne Fadiman where culture clashes between ignorant parents and culturally insensitive medical staff ends very tragically for a young girl diagnosed with epilepsy. The combination of the Hmong parents unwillingness to trust the medicines of the Merced doctors and doctors unwillingness to understand the culture of the Hmongs and to tailor the care of the daughter unfortunately end in the girl in a vegetative state. This book goes through the history of the Hmong and makes the reader understand the nature aversion they have to medicines. To them healing is their religion, and to these people the American method of medicine is entirely too invasive. They feel we cut and defile bodies, we take too much blood and we cause dramatic personality changes with our drugs. This failure to understand these concerns is damning for Lia Lee (the little girl) and led to both noncompliance and also fear about regarding possible surgeries for the very young child. This book is assigned reading for many medical programs and is compelling read, The importance of its theme of cultural understanding cannot be stressed enough. When Lia was brought to the emergency room for the last time, the staff at the hospital assumed that she had a big seizure because of her parent’s unwillingness to give her seizure medications that had been prescribed. They all silently agreed that it was just a matter of when. It was to the disappointment of many and a shock to Neil Ernst and his wife Peggy Philp when another neurologist who had treated Lia previously announced that it was septic shock and not under medication that had caused the â€Å"big one†. The fact that Neil Ernst did order a septic workup on Lia indicated that he was not treating her symptoms but was had used previous experience with the parent’s noncompliance as all- purpose explanation that blinded him from seeing exploring other more obvious possibilities of Lia illness. The role of the nurse as educator is paramount in these situations. A nurse when performing her role in the health care setting always has the opportunity to bridge the gap between the patient and the physcians. Anne Fadiman after researching the book for eight years ascertains that â€Å"We do not know if Lia would be able to walk and talk today had she been treated by Arthur Kleinman instead of by Neil Ernst and Peggy Philp. However, I have come to believe that her life was ruined not by septic shock or noncompliant parents but by cross-cultural misunderstanding. † In modern medicine there has been an increased prominence put in patient education and understanding. What could have saved Lia’s life is a more tailored course of treatment that both respected her families beliefs while also allowing for the benefits of modern medicine. When helping patients it is always important to respect their cultures and traditions, but it is more important to build understanding between their traditions and what will best allow them to get better. Nurses can play the greatest role in building cross-cultural trust, when they (as the first line of care) educate patients on their medications and dietary recommendations. In a more diverse America we will need more Nurses to be able to not only respect cultural boundaries, but foster cultural cooperation to better treat all patients.

Letter from a Birmingham Jail

In â€Å"Letter from a Birmingham Jail† Dr. Martin Luther King, Jr. uses several writing techniques. There are two that are used predominately in his famous letter. To clarify his strategy the reader has to first understand the intended audience of his letter. The document is addressed to â€Å"My Dear Fellow Clergymen. † Then to look at the letter a little deeper – it is not only the who the letter is addressed – but the position of those to who the letter is addressed. The recipients of this letter do not agree with Dr. Marti Luther King Jr’s actions.Dr. King uses the writing techniques of exposition and description in this letter to his fellow pastors. Dr. King is defending his actions to his fellow pastors. To do this he has to describe why he is doing what he is doing and then expand on these ideas and actions. The first technique I will prevail on is that of expository writing. Dr. King is communicating to concerned clergy what he firmly belie ves. What his ideas and dreams are for the movement. Dr. King goes beyond description in this letter. He finds words to ensure the readers understand his ideas. Although the recipients of his letter disagree with his actions Dr. King draws out again that, â€Å"Oppressed people cannot remain oppressed forever.The yearning for freedom eventually manifests itself†¦Ã¢â‚¬  (King). He digs deep within his heart to share his readers what he is feeling, his pain, his torment, his anger, his joy, his hope – and even his love. Dr. King holds nothing back in sharing his ideas and his inner most feelings. The next technique used in this letter is that of description. Dr. King goes into great detail describing what he and the movement are doing. What and why they have done 1 things that some don’t agree with. He at no time apologizes for the actions he has taken – he is merely describing what led him to take these certain actions. At one point in theletter he describ es his feeling of how he came to be at the front of the civil rights movement. He goes on to describe the event that led to his leadership role. He states â€Å"When I was suddenly catapulted into the leadership of the bus protest in Montgomery, Alabama, a few years ago†¦Ã¢â‚¬  Dr. King was very effective in his technique and strategy of writing. He relates many activities the movement has been involved in. He shares some of the stories of those he has met and stood side by side with. The letter describes his dreams of a better America.He describes not only a 72 year old lady in Alabama – bet expands on why she is doing what she is doing. Because her feet are tired†¦. In thirty nine paragraphs and using less than 7,000 words (6,898) – Dr. King shares from a single jail cell in central Alabama the very essence of the American Civil Rights Movement of the 1960‘s. He describes to his readers not only what he is doing as part of that movement and why he i s doing these things. More importantly – through exposition writing the reader understands exactly who the movement is for. As a reader of this letter I could see the entire movement unfold up to that point from his cell. I could also from benefit of history see where that movement was going.From a bus ride in Montgomery, to a cell in Birmingham, on to speaking in front of a National Monument and a finally a wave from a balcony in Memphis. Was he successful in his writing strategy and techniques? The lunch counter signs are gone – there are not notes at water fountains – and let’s not forget who just moved into 1600 Pennsylvania Avenue. 2 Bibliography King, M. L. Jr. (1963). University of Pennsylvania: African Studies Center. Letter from a Birmingham Jail. Retrieved February 18, 2009, from, http://www. africa. upenn. edu/Articles_Gen/Letter_Birmingham. html

Hollywoods Influence in the Middle East Essay Example | Topics and Well Written Essays - 1000 words

Hollywoods Influence in the Middle East - Essay Example Hollywood films in particular continue to remain a popular form of entertainment worldwide. Hollywood relies on best standards of production and animation techniques while dishing out the films. The fan-following of Hollywood stars spans far beyond the American boundaries. Middle East is certainly no exception. Though the region of Middle East has long been in the mainline media for all the wrong reasons, and at times, the acrimony towards West has found its place in an opposition towards Hollywood movies as well. But the fact that the craze for Hollywood never diminished, indicates towards the quality and Hollywood movies. At times film critics also accuse some of the latest films of depicting excessive violence in the films, thus affecting the tender minds of the film watchers. Some part of the Middle East in particular has had the misfortune of remaining under violence for the last couple of decades. Therefore, depiction of such violence on the screen invites the accusation of glorifying the violent methods. But it is equally true that filmmakers too want to 'sell' thei r products, and they'll try all legal means to market their movies in the best possible manner. Being contemporary in their depiction of the society is one such tried and tested method. Hollywood filmmakers are known to be obsessive researchers as well. They study a set of circumstances, situations and analyze the situation to arrive at some conclusion. At times this kind of inquisitive research leads to interesting findings as well. For example, Hollywood film director James Cameron stumbled upon the idea of making a film on a tomb found near Jerusalem in 1980 uncovered by Israeli construction workers. During the research, James Cameron came to the conclusion1 that the tomb actually belonged to Jesus and his family. This has generated a healthy debate amongst the historians and archeologists, and the final word is yet to come. Leon Trotsky (1973), a key figure in the famous Bolshevik revolution in Russia once said that cinema is a weapon, which cries out to be used (pp 32). This observation underlines the importance that films in general and Hollywood in the society. Though the Middle Eastern culture and society has not traditionally been as open as some of the Western nations, but the influence of western culture brought in by the films is quite perceptible. Be it the use of modern equipment, fancy cars, rugged bikes or the relationship amongst young people, the western influence is quite clear. Hollywood movies have certainly helped in shaping the attitude of the masses in general towards such things. Today we are living in an era of consumerism and globalization. Companies and organizations try their best to influence the buying behavior of the consumers. Globalization has resulted in bringing the world community closer to each other. This has resulted in some sort of uniformity in the marketing communi cation efforts as well. One of the major areas in marketing is consumer behavior. Middle East has traditionally been known as a potential market with most of the oil rich countries having good amount of money to spend on essential consumer items and other luxuries. Teams of marketing people from Western nations try out all avenues to reach the potential customer. Hollywood movies are one such very potent element in this marketing strategy. When the screen displays all the features of a product, the movie watchers tend to think about it, and as soon as they find it in the

Nitric Oxide Production in Cytokine Activated Macrophages Lab Report

Nitric Oxide Production in Cytokine Activated Macrophages - Lab Report Example Apoptosis plays an important role in maintaining homeostasis in a number of physiological systems. NO can cause apoptosis to be induced in various cells including immune cells and tumor cells. Excessive and prolonged production of NO can trigger secondary damage of normal tissues. Therefore, the NO-secreting and activate macrophages needs to die or revert back to a resting state in order to prevent damaging of normal tissues (Tsujimoto, & Shimizu, 2005). Activation – induced apoptosis is the mechanism involving the removal of immunologically stimulated cells to help limit injury of normal tissues and to promote immunologic tolerance. IL-2, one of the major cytokine, which is secreted from an activated lymphocyte during inflammatory or immune responses, can trigger various immune cells such as macrophages and lymphocytes to produce a plethora of cytokines including TNF-ÃŽ ², TNF-ÃŽ ±, IL-1ÃŽ ², IL-6, and IL-1ÃŽ ±. (Tsujimoto, & Shimizu, 2005). These cytokines can potentially in duce responding cells for instance macrophages to synthesize and produce high NO nitrite levels from l-arginine through the action of the enzyme called inducible nitric oxide synthase. In this study, the focus was ascertaining the impact of the cytokines on the rate of synthesis and production of NO from macrophages (Hu, & Brindle, 2005). In relating the optical density to the levels of nitrite, volumes of standardized sodium nitrite solution 50Â µg/ml) was added to culture medium. It was observed that increase in the volume of Volume of 50Â µg/ml standard added to 0.5ml culture medium caused a corresponding increase in Optical density (OD) as depicted in table 01 and graph 01. The results of this experiment indicate that cytokines have an impact on the production of NO by macrophages. The higher the number of cytokines used the higher the Optical density values hence the higher production of NO. The value for OD was lowest (OD=0.057)

Analysis of a poem Essay Example | Topics and Well Written Essays - 750 words

Analysis of a poem - Essay Example Even the title is misleading, as the poem is not a love song in the typical meaning of the genre. The narrator is J. Alfred Prufrock. It is clear that he is addressing his love. At the same time, Prufrock devotes more time to introspection, and dream-like imagery than to his love. The tense of the poem is continuously changing, with the past, present and future merging into one narrative. â€Å"The Love Song of J. Alfred Prufrock† demonstrates Prufrock’s aspiration to declare his love, his fear of rejection and his deep regret over his lost opportunity. (Thesis). â€Å"The Love Song of J. Alfred Prufrock† begins on a note of aspiration as the narrator adopts the hopeful tone of the traditional suitor. He invites his love to a romantic walk, telling her, â€Å"Let us go then, you and I, / When the evening is spread out against the sky† (7/8). As the poem winds its way through different paths, the narrator returns at intervals to the subject of his love. Thi s love for the woman he addresses in the poem is demonstrated in the form of references to her arms, as seen under the light of the evening lamps, or as the fragrance of the perfume she wears on her dress: â€Å"Arms that are braceleted and white and bare/ (But in the lamplight, downed with light brown hair!)/ Is it perfume from a dress/ That makes me so digress?† (68-71). ... He sees himself as an outsider who is superficially in the company of the woman he addresses but not a vital part of her life. He is always outside the lively music which others hear. He professes his intention to the reader, saying that he wants to ask the lady something significant: â€Å"To lead you to an overwhelming question...† (16). However, Prufrock fears to declare his intentions. Although he constantly refers to his desire to declare his feelings to the woman he addresses, Prufrock remains indecisive, fearing rejection. He keeps procrastinating and insists that there is â€Å"Time for you and time for me, / And time yet for a hundred indecisions,† (37/38). It soon becomes clear to the reader that the reason for this indecisiveness is Prufrock’s fear of rejection. He fears that he will be subject to close examination and made to feel like a biological specimen. He is tortured by doubts as to the correct approach, and repeatedly wonders, â€Å"And should I then presume? / And how should I begin?† (74/75). He cannot summon up the courage to dare address the woman. He ascends and descends the stairs, fears to upset the status quo and remains in suspended animation. In fact, in a very revealing picture of vulnerability, Prufrock compares himself to a crab, saying â€Å"I should have been a pair of ragged claws / Scuttling across the floors of silent seas† (79/80). He is afraid to expose his feelings, fearing rejection. His confidence is further undermined by his fear that he may have misinterpreted the woman’s signals of love. What if she should say: â€Å"That is not what I meant at all; / That is not it, at all.† (109/110). In all this procrastination, the opportunity to declare his love slips by and is

CRJ311 Week 2 journal Essay Example | Topics and Well Written Essays - 250 words

CRJ311 Week 2 journal - Essay Example These nurses pose a unique quality of understanding the physical, emotional and mental pain that the assaulted individuals go through and help obtain their justice in the judiciary. An excellent SANE employee poses a good characteristic of listening and understanding of the clients. Many a time, individuals like to be listened to while stating their predicament to the helping hand because it offers a psychological therapy in the end. Empathy is very imperative while dealing with the sexually assaulted victims since it makes the care provider try to feel the torments faced by the victim (Campbell et al., 2007). Critical thinking is one of the forensic qualities that an individual should poses while handling any forensic case. This is because it helps an individual think broadly to obtain the cause, hidden evidence and any other leads that can help in prosecuting the case. In essence, all the forensic personnel in all the fields should possess the ability of in depth reasoning as this helps in logical analysis of assaults (Du Mont & Parnis, 2003). One major quality I can borrow from SANE is their way of trying to identify what may have compelled the accused to perform a sexual assault. In most traditional forensic investigations, the investigators are usually interested to know and proof who did the act, but not the reason an individual did it. Therefore, looking at the circumstances that led to the accused to do the act can help in preparing preventive mechanism to alleviate such barbaric acts. Campbell, R., Long, S. M., Townsend, S. M., Kinnison, K. E., Pulley, E. M., Adames, S. B., & Wasco, S. M. (2007). Sexual assault nurse examiners’ experiences providing expert witness court testimony. Journal of Forensic Nursing, 3,

Empire Windrush Essay Example | Topics and Well Written Essays - 2000 words

Empire Windrush - Essay Example The continuous process of the country's growth is a never-ending process, which accounts for the present societal circumstance the Empire has. Its multicultural affinity to various regions in the world has opened up countless opportunities towards improvement of the living standards in Britain. At present, more than 5% of the British population originated from parentage that is predominantly non-British. These include the Chinese, Indian, Pakistani, Bangladeshi, Russian, Africans and Americans (Schiavone, 2003). Also, the number of overseas workers continues to surge ahead. This openness to diverse cultures has paved way for the present status of Britain constituting of different mixtures of excellent methods of civilisation. In addition to that, it also gave way for the country's rich knowledge in different fields including international marketing. Truly, the cultural affinity of the country has led to knowledge cultivation that the country presently enjoys and utilizes towards prov iding a higher degree of citizen satisfaction. Incontestably, the modern Britain owes its current prominence to its history. Britain's rich history is indeed one of the major contributing factors to the country's high quality of life. Judging by its wealthy heritage, numerous historians have long predicted the respectability that previously awaited the country. Indeed, one of the strongest bases for such predictions is the Empire Windrush. The Empire Windrush is a gigantic ship that sailed from Britain to different parts of the world. It is a significant landmark in the multiculturalism background of modern Britain (Kurdi, 2000). The ship Empire Windrush brought the first group of approximately five hundred immigrants to Tilbury near London on June 22, 1948. The Windrush was en route from Australia to England via the Atlantic, docking in Kingston, Jamaica. An advertisement had appeared in a Jamaica newspaper offering cheap transport on the ship for anybody who wanted to come and work in the UK. There was plenty of work in post war Britain and industries such as British Rail, the National Health Service and public transport recruited almost exclusively from Jamaica and Barbados. Though African-Caribbean were encouraged to journey to Britain via immigration campaigns created by successive British governments, many new arrivals were to endure intolerance and extreme racism from certain sectors of indigenous British society. This was to mark African-Caribbean relations with the wider community over a long period. Early African-Carribean immigrants found private employment and housing denied to them on the basis o f race. Housing was in short supply following the wartime bombing, and the shortage led to some of the first clashes with the established white community. Clashes continued and worsened into the 1950s, and there were riots in cities including London, Birmingham and Nottingham. The Second World War paved way for a number of number of outlets including science, technology, art, literature, culture and most of all socio-economic development in a distinct manner. It should be noted immigration changes the demography of a nation and why only demography It influences the local population in a diverse manner whereby the immigrants, though economically backward, generally, bring in their exotic culture and distinct

Case study Example | Topics and Well Written Essays - 500 words - 19

Case Study Example Some of the critical symptoms include appetite loss, weight loss, dulled mental ability, increased cough, hemoptysis, a history of lung cancer and tobacco abuse, wheezing, and muscle weakness. Apart from the abnormal figures obtained from the examination of the patient, there are other abnormal laboratory results. For instance, such patients also have levels of glucose that are above normal (hyperglycemia) with levels of sodium in some cases being below normal (hyponatremia) (Aladesanmi et al., 2005). Based on the presenting symptoms, laboratory findings and radiographic evidence, the patient’s diagnosis is lung cancer with hypercalcemia as a complication. The patient had elevated levels of PTH-rP which has been associated with shortened survival times. Additionally, another study revealed that hypercalcemia-leucocytosis syndrome is associated with paraneoplastic syndrome which is an indicator of poorer outcome in patients of lung cancer (Hiraki, et al., 2004). Therefore the prognosis is grave. The girl is suffering from Vitamin D deficiency which has resulted in rickets. According to Berman (2002), children who presented to the hospital with a deficiency of Vitamin D often have stunted growth with bow legs. In some cases, such patients will have a history of having the disease within their family. The laboratory test revealed that the girl had abnormally low levels of calcium in her blood (hypocalcemia). The patient has a history of taking mil, and this eliminates the possibility of the cause of the hypocalcemia being dietary. The follow up laboratory tests on 25-hydroxy Vit.D and 1, 25 dihydroxy Vit.D were to evaluate the amount of these substances in blood. These substances particularly 1, 25 dihydroxy Vit D is responsible for regulation of blood calcium levels (Children’s health, 2010) . It does this by stimulating the absorption of calcium from the intestines.

The recruiting of new employees Essay Example | Topics and Well Written Essays - 2000 words

The recruiting of new employees - Essay Example The same applies to human resource planning. Human resource planning is an important aspect of any task in an organization including recruitment. Human resource planning is the act of considering all the aspect of the job in advance before starting the process of hiring. Human resource planning involves detailed analysis of the job. This will be in terms of the skills that will be required for the job, the experience that will be required, gender issue as far as the job is concerned and the age bracket. In light of the organization, human resource planning will looks into the objectives of the company in order to know the position of the company in regard to the job. (Iacovou, 2002) In planning, human resource management will look into the working structure of the company in order to know where the deficiency is. This is important as it avoids duplication of duties in the work. This means that the human resource management must know areas which require new employees. Other wise management cannot create a vacancy where there is no work to be done. A detailed analysis of the function to be perfume by the new employees is important since it makes work description easier for the management. There are other fine det... This also helps potential applicants to prepare themselves for interview on the job. Other information that the planning process must look into is the commencement of the job and the availability of the individual. It must also look into the financial position of the organization in light of the vacancy at hand and come up with a package for the job. However this is not a must and some companies will not indicate how much they are offering for the job. But the human resource management usually has a clear cut limit on the amount of salary that the company can offer for the job which sometimes is a subject of testing individuals in the interview. Hence human resource planning is essential in ensuring that the process of recruitment is smooth as it is guided by the plan. The plan must outline the first to the last step in the process. it ensures that this process can be taken over by any other person since it is already outlines. Human resource planning involves various stages. As has been mentioned the first stage in the recruitment process will be detailed analysis of the job in terms of the requirements of the job and any other aspect of the job. This analysis will then act as the guideline fro the process. After the initial planning, the subsequent stages will definitely under the plan and those who have been given the mandate to oversee its implementation. The planning process will also help the human resource department to decide whether it will take the recruitment process or if it will seek the services of a recruitment agency. It is also in this stage of planning where the management will decide whether it will recruit

Tthe difference between Chinese and British Consumer Behaviour on Essay

Tthe difference between Chinese and British Consumer Behaviour on coffee consumption - Essay Example The study also examines some of the beliefs, perceptions and causal effects that influence coffee consumption. Answering the ways in which coffee brands have affected the coffee consumption and the overall consumer behaviour will help identify the differences and similarities in consumer behaviour in coffee consumption in China and UK. This chapter discusses the techniques that are used to collect and analyse primary data that will assist in justifying the study conducted in secondary sources. Rationale of research approach The study is conducted by making use of both the primary and the secondary data. This research entails qualitative and quantitative data. The secondary data offers the qualitative data that helps to get more information concerning the coffee consumption and consumer behaviour in China and UK. The reason for choosing to research on literature review is due to the fact that there might be previous studies of the same subject that might help in the study. The seconda ry data will help to gather information that might be hard to gather from primary data. It is also very easy and cheap to use the secondary data as it is readily available and would help answer unanswered questions. Secondary data will offer information that explains the consumer behaviour and what affects it. ... Both the primary and secondary data will help to verify the research hypothesis. Description of the data collection instruments The secondary data that provides the qualitative information is retrieved from secondary sources search as books, research reports and journals. They can also be retrieved from wed portals and electronic journals. These sources provide data that helps to analyse information from the past. They contain literature that are reviewed and have summarized theories from a wide range of sources. The primary data is collected by the use of statistical survey. One of the statistical survey method used in this study is the Likert scale type of questionnaire. It is made up of open-ended type of questions. It is a scaling method of a five point scale that shows the level of agreement with the given statement. The respondents are given a simple task to choose one of the options that range from â€Å"strongly agree, agree, uncertain, disagree and strongly disagree† (Jackson, 2011). The questions which are more of statements are positively structured which means that if the respondents agree to all statements, it will prove that coffee culture has been fully adopted in both countries. Rationale for data collection instruments The Likert scale questionnaire was the best to collect primary data because it would be easy for the respondents to understand the questions and also to answer them. One of the advantages of the Likert scale type of questionnaire is that it is effective, very easy to construct and they are also reliable. They are also very efficient because they are not complicated thus no major errors when collecting the data and administering them is very easy. They help in studying the

Distinctive toys and games Essay Example for Free

Distinctive toys and games Essay The claim that childhood as we know it is essentially a creation of the 20th century. is led by Phillippe Aries, a French historian, he carried out detailed studies of the developing nature of childhood and family in France and England from pre-modern to modern times. He suggests that childhood, as we know it, meaning the idea of a child individuality, separate from adults is basically the creation of the 20th century. His argument was that in previous times children were effectively miniature adults, and were treated as such. Historical sociologists pointed out how in the past games and play were not separate childhood activities but things in which adults engaged in too, and that they took interest in dolls houses and dresses, and model soldiers. Childhood is actually something, which is exclusive to our own culture and times. Children were part of the adult world with the progress of industrialisation they have been pushed into a specific category and are thought of and considered different to adults. Factors of the problem originated in the middle classes including religious reasons, humanitarian reasons, the need to produce future workers who were numerate and literate, the need to get children off streets and give them a moral upbringing. However it was the working class who confronted moves to remove children from jobs and move them towards compulsory education. Many families were dependent on extra wages, which were brought in by children, to stave of poverty. However can we trust Aries evidence as it is all secondary data and paintings of people who were royalty or rich women not of ordinary people. Childhood in the 21st century is different from childhood in the 16th century or working class childhood in the 19th century. There used to be a large number of orphans, which meant that many children had to look after themselves.  Aries believes that childhood is not just a biological state associated with immaturity and adolescence, it is also a social experience, which differs from one historical period to another. Aries and Lawrence Stone suggest that in medieval society the idea of childhood and adolescence, as independent categories to adults did not exist. Children were considered little adults. They took part in the same work and play activities as adults. They didnt have distinctive toys and games, we now take for granted as childish things. Children were not considered as special as is today. People were indifferent to them even unfriendly. This was probably due to high infant mortality. One quarter or more infants did not survive their first year compared with less than one per cent of infants in the West today. Stone argues a similar view he suggests that pre-industrial families were a unit of production working on land or occupied in crafts together. Children were prepared to help parents from a very young age. Those who did not help with household production usually left to become servants or apprentices. After industrialisation there is some evidence that these attitudes towards children continued, especially in the working class where children were repeatedly found to be increasing family income by working in factories, mines and mills. The middle-class attitudes towards children started to change in this period, when there was a growth in parental and marital love in middle-class families and as infant mortality rate started to fall, although there was a growth in the authoritarian power of fathers.

Examining God Of War Game Video Games Essay

Examining God Of War Game Video Games Essay God of War is literally based on Greek mythology and focused on protagonist Kratos. It forms part of a saga which is the series of God of War with the vengeance as a central theme. In this game, Kratos should restrict the God of War from destroying the Athens by finding the fabled Pandoras Box. In March 2005, God of War is released for the PlayStation 2 console by Sony Computer Entertainments. God of War is a Third-Person Camera game. In that the player controls the character Kratos in combat combination, puzzle game elements and plat forming. The player needs to navigate Kratos through a long series of tests, mazes and trials to reach goals. Kratos he travels across Greece in an attempt to kill the Ares. In PC and Video games, Third Person is a graphical perspective view from a fixed distance which is slightly above and behind the player character. Through this viewpoint players are allowed to see more strongly characterized avatar. It is most commonly found in action adventure and action games. General Discussion: God of War is again one of such games which made its entry. It is definitely more than just an excellent plat former. It is one of the most violent, disturbing and darkest games. The content and meaning of the game significantly exceeds the immaculately crafted gameplay. History of Greece: Basically, the Greece history is divided into six periods. 1. Accession of Peisistratus at Athens and Croesus in Lydia was from 776 BC to 660 BC 2. Peifflstratus Accession and Croesus to the repulse of Xerxes from Greece 3. Repulse of Xerxes to the close of the Peloponnesian war and overthrow of Athens 4. Close of the Peloponnesian war to the battle of Leuctra 5. Battle of Leuctra to that of Chaeroneia 6. Battle of Chaeroneia to the end of Alexander generation From Peisistratus to the death of Alexander and his generation, the five periods presents the historical drama which was capable of perspicuous succession. Adventures of Sicilian and Italian Greeks were interwoven. Occasionally, Introduced notices of Grecian political constitutions, poetry, oratory and philosophy. The Greece political actions had become degraded, after the generation of Alexander. Mainly the revolutions of Agis and Eleomenes at Sparta are instructive and affecting. Since then the value of Greeks belonged to them as individual preceptors, philosophers, astronomers, mathematicians, literary men and critics, medical practioners, etc. In ancient times of Greece, wars were very common. Greeks used to live in a small cities which has around100, 000 people in each city. Athens, Corinth, Sparta, Thebes used to fight with each other at their borders. Greece used to defend its cities from the invaders. Sometimes the cities within Greece used to fight together and sometimes they fight alone. Even Greece invaded other countries and took over them. The four main wars that occurred in ancient times were Trojan War (about 1250 BC), the Persian Wars (490-480 BC), the Peloponnesian War (441-404 BC) and the campaigns of Alexander the Great (331-323 BC). Later, according to Polybius, Romans took over Greece. Story of God of War Game: Kratos who is known for his brutality was once Spartan armies general. Only the mighty Barbarians finally defeated the Spartans. After a long fight Kratos was entirely defeated and his soldiers were brutally killed and were around his prone body in front of the Barbarian King. Kratos shouted to the heavens, when the Barbarian swung his hammer and pledged his life to Ares. In return he got power to defeat his enemies. At that time Kratos became Ares servant and with the power of Blades of Chaos he defeated the Barbarian King using these new weapons. However, these powers came at a price for Kratos. Being Ares servant he led his army to various victories. By following the Ares blindly he burned and pillaged a village. He murdered everyone within the local temple of Athena. In his rampage, he killed his wife and daughter unknowingly. When the Kratos realized his mistakes, he vowed vengeance on Ares. Ares explained Kratos how he arranged this happen to him, so that he will end up serving him. During the bodies of his wife and daughter were burned, Kratos was cursed by the villages. Later the burned ashes of his wife attached to his skin and made him pale. Since then he was named as Ghost of Spartans . Kratos helped Athena to defeat Ares in the God of War. Finally gods removed his pain and nightmares. Kratos was told about Pandoras Box by Athena which is an ancient artifact that will help Kratos to defeat a God. After entering into the Temple of Pandora, he had come across many challenges. He was killed by Ares after escaping from Hades. Finally, Kratos found the Pandoras Box and acquired its power which allowed him to kill his former master. Later even the gods of Olympus were helpless to erase Kratos memories from his mind as his crimes were so terrible. Despite the Ares death, he continued to get nightmares. He even tried to kill himself but Athena saved and offered him a position in Olympus. Later he armed with Athena s Blades in replacement of Blades of Chaos, which was lost when Ares had died. Later he ruled as a new God of War. Later, he descended to help his army to attack city of Rhodes. An enchanted eagle breathed life into the Colossus of Rhodes, and tried to steal Kratos power. It was Athena according to Kratos belief as he was early instructed not to go along with Sparta. After numerous attempts he drained his powers into sword and defeated Colossus as advised by Zeus. Zeus is the main culprit who was disguised as eagle in order to kill and send him to Hades. Gaia of Titan raised him again and suggested him to rebuild the sword to kill the gods. Later, he traveled to the Island of Fates where he comes across many challenges. Finally, he killed the Sisters of Fate which allowed him to go back in time when he was murdered by Zeus. Later Kratos will come to know that Zeus is his father. They managed to get once Athena died, but Kratos returned to Olympus with Titans by his side to kill the Gods. Game play: Kratos main weapons are Blades of Chaos and secondary weapon is Blade of Artemis. Four different attacks like Zeus Fury, Medusas Gaze, Army of Hades and Poseidons Rage are available. Also, the relic Poseidons is obtained. This allows the Kratos to respire even when submerged. During the final fight with Ares, Kratos uses the Blade of Gods temporarily. Rage of the Gods is a special ability which increases attack damage and temporarily provides invulnerability. When the enemies are killed, it will be recharged. In the game, Gorgon Eyes and Phoenix Feathers are Health and Magic upgrades respectively. Orbs are the other type of chests found in the game which are marked with a corresponding color (green, blue, and red). Green represents health, blue represents magic and red represents experience in tackling. By killing foes and destroying few inanimate objects, red orbs can be collected. It also has a quick-time feature that initiates when the player has become weak. Accordingly the player presses the relative commands that appear on screen. On minor foes, grab man over is available which yields red orbs. The presentation of Greece, depth of the challenges, simple fighting style, and the horrific finishing attacks will give you the best view of the action. The controls allow players to feel powerful, blocks, performing dazzling strikes, grapples and jumps. The sound and environments create the perfect setting for this game. On top of the fun factor, God of War is also a wonderful treat for the senses with its artistic version of ancient Greece. Once in a while every one game comes along that pushes the restrictions, that takes risks and innovates without losing the qualities that make so enjoyable God of War is one of those games. Kratos: In Greek mythology Kratos appears briefly to make impression towards them. He is not a nice guy. He is brother of Nike (Greek goddess of victory), Zeus (Greek god of rivalry) and Bia (Greek goddess of force). Four of them were first amongst Zeus. Though Kratos was god of strength, in modern times his name is probably most familiar as the main character in video game series God of War. Apparently the title God of War refers not to the character Kratos but to the Greek god of war Ares, who plays a role in the plot. Ares: Ares is God of War, son of Hera and Zeus and also the most powerful amongst Olympus gods. He was also an enemy of Athena. His Roman counterpart was Mars. Ares lay siege to her city Athens, out of his utter hatred and jealousy for her. Thousands of Athenians were slaughtered by the monsters that he awoke from Underworld. Zeus: ZEUS was the king of the gods, the god of sky and weather, law, order and fate. People thought of him as living on top of a mountain (Mount Olympus), and when he is angry he throws lightning bolts out of the sky at people. Zeus probably was not worshipped in Greece before the Indo-European Greeks arrived there in the Middle Bronze Age. He is an Indo-European god, and he is basically the same as other Indo-European sky gods like Jupiter (this is really even the same word: Ju= Zeus and piter means father) or Odin. Hes related to Indra, a Hindu sky god, the son of Dyeus Pita. ZEUS (Zeus), the greatest of the Olympian gods, and the father of gods and men, was a son of Cronos and Rhea, a brother of Poseidon, Hades (Pluto), Hestia, Demeter, Hera, and at the same time married to his sister Hera. Weapons: Kratos Weapon: Kratos main weapons in God of War are Blades of Athena. They are the same like Blades of Chaos which Kratos first received. They have the same abilities like Blades of Chaos at the end of God of War. However, in God of War: Betrayal and God of War II their powers of attacking are changed. Athenas Blades give off a yellow aura with Blue-colored Glyphs and are gold in color due to the godly magic emitting from them. Also the colors of weapons changes in different levels. Gods Weapons: The Blade of Gods was a stone and bridge built of metal in a sword shape. Kratos used the bridge as weapon when he becomes gigantic. At the last moment he killed Ares by using the Blades of Chaos forcefully removed from his body during his final battle. God of War Part 1: It was released for PS 2 by Sony Computer Entertainments. It is Third Person Camera game. Created by Ready at Dawn Studios, Santa Monica Studios. In this part, Kratos needs to stop the Ares from destroying the Athens city by finding Pandoras Box. Unlike other games, God of War focused on afterthought simultaneously maintained the action and adventure genre. Definitely, this is one of the best action and adventure games on the PS 2. God of War Part 2: In this part, Kratos, now the God of War, attempts to overcome the betrayal of the gods by seeking out The Sisters of Fate and changing his destiny. Mainly we can see lots of Blood and Gore, Intense Violence, Nudity, Sexual Themes etc which makes the game far more interesting. Also, a strong language has been used in the game. It was released for PS 2 and PS 3 console by Sony Computer Entertainments. God of War was admirable in most of the aspects. There was always a distance between the the games story and the player. There is no much improvements in this part compared to part I. God of War II has all most everything that gamers would expect in sequel. It is definitely one of the exciting and interesting PS2 games in the history. It has amazing graphics, interactive sound effects, intense fights and music. God of War Part 3: In this part, Kratos with his Titans force attack the Olympus to kill Zeus and Olympian Gods. Pandoras Box will be reintroduced in this part. It was released for PS 3 consoles by Sony Computer Entertainments. As in earlier sequels, even this part is full of graphic violence, hideous monsters and blood, similar to God of War: Ghost of Sparta. It has excellent action-packed set pieces, sublime combat, and epic spectacle. The God of War Collection produces a range of visual and performance benefits. According to NPD data collected in Nov 2010, more than 180,000 copies was sold in USA in less than two weeks. PS2 hardware emulation shots on top, God of War Collection and PCSX2 shots on the bottom. Three types of Third person camera systems: 1. One is the Fixed Camera Systems where the positions of camera are set while the game is created. 2. The Tracking Camera Systems in which the camera is continuously follows the players position. 3. The Interactive Camera Systems are the advanced and are well controlled by the player s. Some Examples of camera types: Fixed camera: Selection of shots in Resident Evil 2 that aim at creating tension. In the Fixed Camera System, the properties of the camera are set by the game developers, such as its position, field of view or orientation, during the game creation. The view of camera will not change dynamically. Therefore, the same position will always be shown under the same set of views. Example for this type of camera can be found in Alone in the Dark and early Resident Evil. The background on which they evolve has been pre-rendered, while the characters are in 3D. One of the advantages of this Fixed Camera System is that it allows the designers to use the film language. Infact, the filmmakers, can create a mood through camera work by careful selection of shots. Their cinematic qualities are often praised in such games. In Resident Evil 2 this techniques are used by Capcom in which the encounter between monster and Leon was introduced by careful selection of views that aim at creating tension. Tracking camera: The tracking camera follows the characters from behind. There is no need for the player to control the camera. For example move it to a different position or rotate it. In early 3D games such as Crash Bandicoot or Tomb Raider, this type of camera system is very common as it is simple to implement. But there are few problems with this type of camera system. As the player does not control the camera may jerk or end up in awkward positions when a character turns or stands face out against a wall. This type of system is not suitable when occluded by an object. Interactive camera: In Super Mario 64, the camera intelligently rotates to show the path, instead of staying behind Mario. This is an improvement over the tracking camera system. Some of its parameters like camera s orientation or distance to the character will be changed even while the camera is still tracking the character. The camera is often controlled by an analog stick to provide a good accuracy on videogame consoles. However, in PC games it is normally controlled by mouse. Best examples are Tomb Rider, Matrix, Super Mario Sunshine or The Legend of Zelda: The Wind Waker. It is often very difficult to implement the fully interactive camera systems. Super Mario Sunshine faced many difficulties in controlling the camera and thus been argued by Gamespot. The Legend of Zelda: The Wind Waker was more successful and rarely needs manual correction. Super Mario 64 was one of the first games to offer an interactive camera system. It has two types of camera systems by which the player can switch accordingly. Except that it was partly driven by artificial intelligence, the first one was a standard tracking camera system. The system was responsive to the structure of the game level and thus can anticipate the change when required. For example, in the first phase, when the path to the hill is going to take left turn, the camera automatically starts looking towards the left by anticipating the players action. The second type allows the player to control the camera relatively to player position. By pressing up or down arrow keys camera moves closer or away from Mario, and by pressing on the left or right buttons, the camera rotates around Mario. Sound: Both sound and music are very well composed. This makes the game much more interesting and lively to play. In order to get a truly Greek feel, the score is provided. The graphics in the game are amazing on any TV. However, they are even better on progressive scan mode. Everything from semi-interactive surroundings to background details feels like a truly interactive world. Releases Awards History of God of War: God of War was released on June 21, 2005 in Europe and March 22, 2005 in North America and is also available in the PlayStation 2. God of War II was released on November 17, 2009 in North America. Both games are launched with up-scaled graphics and support for PlayStations. It was released in on UK 30 April 2010 Japan on March 18, Australia on 29 April 2010. God of War received the Game of the Year award from the Academy of Interactive Arts Sciences. God of War is ranked amongst the top 25 PS2 games list. It won twelve Game of the Year Awards. In 2007, it was named as the seventh best PS2 game of all time in IGNs feature reflecting on the history of the PlayStation. God of War (series): God of War is a video game for the PlayStation 2 and the first in the series God of War II, video game for the PlayStation 2 God of War Betrayal, video game for mobile phones God of War Chains of Olympus, game for the PlayStation Portable God of War Collection reissue of God of War and God of War II, premastered and compiled on a single disc for the PlayStation 3 God of War III, game for the PlayStation 3 God of War: Ghost of Sparta, a 2010 video game for the PlayStation Portable About PlayStation: PS 2 is a very popular console. It has thousands of games which are liked by everyone. We can opt to play LEGO Batman with family or sit for hours on hunting mythical deities in God of War. With DUALSHOCK 2 analog controller they all come alive. It delivers a sensitive gaming experience. Every action button has pressure sensitivity (up to 255 levels of sensitivity) and analog thumbsticks has enhanced mobility. Every PS 2 system has a controller and even we can use another DUALSHOCK 2 controller in order to play with friends. PS3 has in-built Wi-Fi and also can store huge amounts of data like game files, music, videos, photos and add-ons. HD movies at 1080p will be shown by Blu ray player to get pristine picture quality. Streaming movies can be downloaded by using Netflix. Conclusion: God of War is a revolutionary game created in the gaming world. The audio and graphics used in this game were extraordinary and eye-catching. The player feels as if he is the main character. No wonder it is ranked in the top 20 list. Even the storyline of the game is scripted very well. God of Wars greatest strength is fun. God of War is a perfect game, and also a great one. The game contains so much energy and confidence, so much skill and spirit. Anyone can addicted because of the action and detailed storyline. God of War is superbly designed and executed action adventure game that is the finest ever made.

Telstra The Largest Telecommunications And Information Services Company Marketing Essay

Telstra The Largest Telecommunications And Information Services Company Marketing Essay Telstra is the largest telecommunications and information services company, and is the largest mobile operators and internet service providers. Telstra supplies most homes and business with the basic access, and local, long-distance telephone call services, as well as mobile and internet services, which are the series telecom services all over the Australia. The report composes of a short introduction (landscape) of Telstras main area of operation. Also, this report includes environmental analysis, competitive analysis and strategic analysis of Telstra Corporation. In the section of environmental analysis, we analyze the present and future progress condition of Telstra Corporation. Then we use SWOT to analyze Telstras Strengths, Weaknesses, Opportunities and Threats. At last, base on the SWOT analysis, this report analyzes the companys strategies. We can achieve conclusions that Telstra is becoming a media company. Content List 1. Introduction Telstra is the largest services company offering telecommunications and information, and is the largest mobile operators and internet service providers. Telstra can not only supply to all of Australians with a full range of telecommunications services, but it also is one of the largest nationwide telephone network. Nowadays, the internet users of Telstra have been excess 0.4 million. The company established a specializing department to be responsible for the Telstra datas future development, promoting the development of value-added business. Telstra Company listed in the Fortune magazine as one of the world top 500 companies, is the worlds 13th-largest telecommunications company. 2. Competitive analysis for Telstra Corporation Telstra Corporation (Telstra) is one of the leading telecommunications enterprises in Australia. It supplies a wide range of telecommunication, advertising and information services. Telstra Corporation backs its operation and strengths a competitive being against other players with its the stronger network infrastructures. However, saturation in the mobile market of Australian could have an impact on margins of Telstra Corporation. SWOT Analysis for Telstra Corporation Strengths Weakness Strong network infrastructure Strong retail broadband performance Dominant market position Relations with the regulatory bodies Opportunities Threats Expanding operations in China Saturated Australian mobile market Regulatory environment 2.1 Strengths Telstra has a strong network of infrastructure, which supports its operations. The strong network infrastructure backs the business operations and provides Telstra with a two-edge sorrow on competition with other companies. In the retail business board, Telstra made a record about its growing strongly. The operation had a better performance, due to the Telstras strong retail broadband performance. In the telecommunications market of Australian, Telstra is one of the most meaningful companies. Telstra launch new services and improves its competition, which result from its strong market position. 2.2 Weaknesses Stockholders faith and its brand worth are damaged for the weak relationship between the Telstra and regulatory bodies. 2.3 Opportunities In the telecom market of China, the operations business is expanded. In addition, the internet users of China have reached 298 million up at a high of 42%. What more, the internet penetration of China users is at 22.6% that is very low, which has left a growth room. Chinese internet market can stimulate companys growth seeing from the its expanding at present. 2.4 Threats In Australian, the mobile market has saturated. Telstra got amount of revenues from the Australian mobile market, at the same time, operating performance of Telstra could be influenced in near term. However, in the future years, the regulatory environment could have an impact on the Telstras operation performance. 3. Broadband planning and strategies of for Telstra Corporation The market is full of variables, risk of investment increases, income is difficult to control, value chain becomes more complex, but also Telstra faces competition and the complaints of its monopoly from other rivals. By 2012, whether Telstra is still able to occupy the leading position in information and ICT services market or in the pipeline to dominate the wholesale market is unknown, which are the great challenges Telstra will face. Facing these challenges, Telstra has adopted the following strategic initiatives: From the original technology-driven shift to market-oriented, Telstra is based on the market in the management of corporation. Enhance consumer research and costumer segmentation. Telstra subdivided all the customers into seven major customer base and more than 100 micro-customer base, and take the budget market. Explore new revenue and expand the content of services. Provide widely media services such as fixed and mobile convergence services, movies, music, content services, broadband and mobile bundled services, etc. Telstra is to expand its business oversea, such as the purchase of Chinas SouFun Sensis for the corporation to develop ICT services. Reduce costs and achieve the mode of One Factory. Reduce technology products and engineering investments; improve the investment of the products market launch, projects and infrastructure. Such as reducing the number of networks and systems, taking budget management of products and prices to connect to the One Factory mode; reduce the NGN investment and labor costs. A series of restructuring measures Telstra has taken are from a clear understanding of the company that the traditional fixed line is not the driving force of revenue growth and the revenue growth will come from other services. To this end, Telstra made the way of technical revolution in 2005 to build the most modern wireless broadband system in the world in a years time and to introduce the simple technology of mobile phone products. Secondly, Telstra sold the non-core assets of its businesses and use the proceeds obtained get the acquisition of Sensis for business advertising, transaction and directory services. Now Sensis has been one of the core platforms to achieve revenue growth. Thirdly, Telstra is becoming a media company. Foxtel service which is on behalf of the entertainment industry has also become one of Telstras the most famous brands. Fourthly, expanding oversea actively is also a major strategic choice of Telstra Corporation, such as Telstra Corporation has the largest local wireless service in Hong Kong, holding 51% stake in Chinas SouFun, which opened the door to enter Chinas highly competitive online advertising market. In short, Telstras strategic transformation is steadily moving forward. We have seen the positive effects of Telstras strategic transformation in fiscal year 2007 and 2008. 4. Conclusion As one of the leading telecommunications companies in Australia, Telstra offers a full range of telecom services throughout Australia. This report includes a brief introduction of Telstras main area of operation. Also, this report includes environmental analysis, competitive analysis and strategic analysis of Telstra Corporation. We use SWOT to analyze Telstras Strengths, Weaknesses, Opportunities and Threats. At last, base on the SWOT analysis, this report analyzes the companys strategies. We can achieve conclusions that Telstra is becoming a media company.

Iran-Contra Affair Essay -- US International Relations

America had begun to indulge in the unilateral environment afforded to it during the Cold War. As the Soviet Union began to collapse in the 1980s, the United States was on its way to becoming a solo super power. This acquisition of complete power would inevitably lead the country into new problems, including those foreign and domestic. One of the main issues that came around in the 1980s for the Unites States was the Iran-Contra Affair, which involved the Reagan Administration. With the United States readily inserting influence across the globe, the Iran-Contra Affair proved how foreign intervention can lead to scandal and disgrace in the modern world. Along with detrimental scandals, the Iran-Contra Affair showed how America’s imperialistic behavior in South America was beginning to catch up. In order to remain a dominant influence in South America, the United States had no choice but to topple governments that did not align with American ideology. Using guerillas like the C ontras insinuates America’s cornerstone of doing what is necessary in order to satisfy foreign interest. The Iran-Contra Affair involved the United States, Iran, and Lebanon. The affair coincided with the Iranian hostage crisis, which promoted the United States’ actions in sending weapons to Iran. The Reagan administration decided to trade arms for hostages in hopes of successfully retrieving American hostages from Iran. Iran was at the time under the power of Ayatollah Khomeini, who had put his full support behind the hostage crisis and believed there was nothing that the United States could do to Iran. America’s only chance of rescuing the hostages was to put their support behind Iran in the Iran-Iraq War, which involved the shipment of weapons to Iran f... ...es when it comes to implementing controversial foreign policy decisions that directly affect Americans and those in different countries. The main aspect of the affair that greatly influences the United States’ government is ensuring that its past imperialistic motives do not become an integral part of American affairs once again. Works Cited Boland Amendment. Decemmber 2010. http://www.fact-index.com/b/bo/boland_amendment.html (accessed Novemeber 2010). PBS. Reagan Timeline. 2000. http://www.pbs.org/wgbh/amex/reagan/timeline/index_5.html (accessed November 2010). U.S. History: Iran-Contra Affair. Iran-Contra Affair. 2010. http://www.u-s-history.com/pages/h1889.html. Vianica. History of the Sandinista Revolution: the union of a whole nation. January 2010. http://vianica.com/go/specials/15-sandinista-revolution-in-nicaragua.html (accessed November 2010).

Technology and Older Adults Essay -- Research Age Essays

Technology and Older Adults It is commonly believed that older people are uncomfortable with new forms of technology and that they are more resistant to using technology than are younger people. This belief often places older people at a disadvantage, because designers fail to consider older people as a potential user group when designing technology, both software and hardware (Parsons, Terner, & Kersley, 1994). Another misconception is that the elderly are unable to learn new skills. Older people are frequently overlooked when opportunities for technology training or retraining are made available, however, a study of aging and cognitive abilities concluded that decreases in intelligence are modest until people reach their eighties. Even at the age of 80, fewer than half of the individuals showed measurable decreases (Holt, 1998). And still another misconception is the belief that the elderly are set in their ways, that they are not open to change or capable of creativity. Research, again, has disproved suc h claims, showing that creativity is a personality trait and does not depend upon age (Ibid.). What then has led to these public misconceptions? Part of the problem could be a trait called cautiousness. Cautiousness in older adult problem-solving is "one of the most frequently mentioned performance-limiting factors" and is described as a "hesitancy about making responses that may be incorrect" (Salthouse, 1991). The research finding is that older adults do not perform as well as younger adults because older adults do not have as much success in solving logical problems, spatial ability problems, inductive reasoning problems, or practical problems. Younger adults tend to show a better performance if the task requi... ...and cautiousness in decision: A review of the literature. Human Development, 19, pp. 220-233. Parsons, H.M., Terner, J., and Kearsley, G. (1994). Design of remote control units for seniors, Experimental Aging Research, 20, pp. 211-218. Salthouse, T. A.. (1991). Theoretical perspectives on cognitive aging, Hillsdale, NJ, Lawrence Erlbaum Associates. White, Heidi; McConnell, Eleanor; Clipp, Elizabeth; Bynum, Louise; Teague, Carmen; Navas, Luis; Craven, Sara; and Halbrecht, Herbert. (1999). Surfing the net in later life: A review of the literature and pilot study of computer use and quality of life. Journal of Applied Gerontology, 18(3), pp. 358-378. Zeithaml, V. A. and Gilly, M. C. (1987). Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and nonelderly consumers, Journal of Retailing, 63, p. 4948.

Journal of Service Quality and Customer Satisfaction in Transportation Essay

International Journal for Quality research UDK- 656.025.2:658.56 Short Scientific Paper (1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management, Catholic University of Portugal, Portugal 2) Faculty of Economics, University of Porto, Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction. Keywords: service quality, satisfaction, dissatisfaction, public transport 1. INTRODUCTION Marketing researchers have, for a long time, recognized the importance of service quality as well as consumer satisfaction. Significant investigation has been conducted in both fields, particularly in services (cf. Andreassen, 1995; Edvardsson, 1998; Friman e Garling, 2001; Higgs et al., 2005). However, few studies have explored the both sides of the service process: operations (the internal side) and customer (the external side) perspectives of quality and satisfaction. In the public sector this is likely to be of particular interest. Public services, such as public transportation, have to meet the needs of the customers playing, at the same  time, a role in economic and urban sustainability. They challenge operations to deliver quality to serve customers and non-customers while making the best use of company resources. Read more:  Investigation Into Customer Service The objective of this article is to identify the determinants of service quality and its impact on the satisfaction of public transport commuters. It is divided into five sections beyond this introductory section. It begins with a review of the literature that synthesizes and discusses some concepts considered relevant for the research. Then it addresses the methodology used in the study, as well as a number of considerations about the quality of the research design. The next section presents the findings, which are followed by a discussion of possible implications. Finally, the paper ends with the main conclusions, managerial implications and some suggestions for further research. 2. THEORETICAL BACKGROUND The theoretical background is developed around three major issues: quality, satisfaction and dissatisfaction. In the management context, the word quality can be used to refer to different things: accordance with the specifications (Levitt, 1972; Juran and Gryna, 1991); excellence (Garvin, 1984); accordance with the requirements, adequacy of use, prevention of losses, or how to answer to or to exceed consumer expectations (Grà ¶nroos, 1984, Parasuraman, Zeithaml and Berry, 1985, 1988). Through such a variety of concepts, the common point of most of the definitions, exception for the first one, is that of targeting the consumer. In this research, quality is presented in the perspective of perceived quality because it is the most commonly used in the services area. Moreover, the research led to a better understanding of the existence or the non-existence of differences between quality and satisfaction. These arguments were enriched by the literature review of each theme, particularly satisfaction which is presented next. Literature about satisfaction has to be adapted to the context which is to be studied. Customer satisfaction is seen as an answer to completion and fulfilment of needs (Oliver, 1996); a psychological state (Howard and Sheth, 1969) and as an assessment of overall evaluation (Westbrook, 1987). Moreover, consumer satisfaction is seen as a cognitive response (Bolton and Drew, 1991; Tse and Wilton, 1988), an emotional answer (Cadotte and Turgeon, 1988; Halstead, Hartman and Schmit, 1994; Westbrook and Reilly, 1983) and as a result of a Vol.4, No. 2, 2010 125 development process (Oliver and De Sarbo, 1988; Tse and Wilton, 1988; Swan, 1992; Erevelles and Leavitt, 1992). Although literature encompasses diverse meanings for satisfaction, they all share common elements. When examined as a whole, three general components can be identified: (i) consumer satisfaction is a cognitive and emotional reaction; (ii) the reaction belongs to a particular focus, (iii) the reaction occurs in a particular period (after consumption, after choice based on experience and expressed before and after choice, after consumption, after extensive experience of using). From the literature it also seems that there is not a general consensus regarding the nature of this concept. If some authors argue that consumer satisfaction results from a specific transaction that occurs at a given time and by the benefits and value of the transaction, others see consumer satisfaction in terms of cumulative overall satisfaction, based on all contacts and experiences with a company and the client’s experience until a certain moment. Literature on customer satisfaction also clarifies the concept of dissatisfaction. For some researchers, these two concepts are totally different while for others, dissatisfaction is on one end and satisfaction is on the other end of the same continuous line, and it is stated that some of the determinants are primarily a source of satisfaction or dissatisfaction. So, this study also intends to make clear the differences between the two concepts. Dissatisfaction has been the focus of extensive research in the services area (Swan and Combs, 1976; Maddox, 1981; Cadotte and Turgeon, 1988; Johnston, 1995; Edvardsson, 1992, 1998, Liljander, 1999). From the literature, once again, contradictions amongst authors tend to arise. According to some researchers satisfaction and dissatisfaction are two different concepts, that is, the consumer can be satisfied or dissatisfied according to the level of received quality. However, for some other authors, the two concepts are not opposing,  but rather a continuum, in that, some determinants tend to be, firstly a source of satisfaction and others a source of dissatisfaction. A number of studies (cf. Edvardsson, 1998) have focused on how passengers of public transport value quality factors, and the final result provides a measure of the value of different factors and ranks them. Nevertheless, there are not significant studies about satisfaction in public transports, especially in metro services. Another gap in literature is that most studies analise customers, but leave non-customers aside. Furthermore, most studies use an external analisys based on surveyss. Finally, the majority of the literature does not execute further analyses about the correlation between customer satisfaction and insatisfaction. 3. FRAMEWORK FOR ANALYSIS In this research the process of data analysis began before its collection, by developing the research questions and model of analysis. The model of analysis developed would examine how quality relates to satisfaction and how this relationship takes place in a public transport services company. To ensure coherence and reliability of the empirical data, the elements which were under investigation and their respective variables were defined, as outlined and presented in Figure 1. Dissatisfaction (Johnston,1995) (Bo Evardson, 1996) Customer Satisfaction (Tse e Wilton, 1988) (Rust e Oliver, 1994) Zone of Tolerance (Berry e Parasuraman,1991) (Johnston, 1994) Personal Needs Experiencied Quality Technical Functional (Grà ¶nroos, 1982) Perceived Quality (Grà ¶nroos, 1982) Suggest Positioning Expectations (Teas, Boulding, Oliver, 1993) Pass-Word Beliefs Consumer Comunication Quality Dimensions: †¢ Reliability †¢Security †¢ Speed †¢Confort †¢Pontuality (Parasuraman, Berry, Zeithaml, 1885) Past Experience Figure 1 – Framework for Analysis 126 F. Fonseca , S. Pinto , C. Brito According to this diagram, the relationship between quality and satisfaction may be understood through a clarification of how customers evaluate the dimensions of quality. The zone of tolerance appears to be used as a unifying link between expectations, performance and results. Previous service marketing challenges have prompted some research questions about the relationship between quality and satisfaction, specifically:RQ1: In public transportation services, what are the determinants of service quality that influence perceived quality?RQ2: How does the perceived quality influence satisfaction and dissatisfaction of commuters in public services transports?Performance evaluations lead to an overall evaluation of service satisfaction, the results of which can be resumed to either satisfaction or dissatisfaction in general terms. The zone of tolerance emerged as important in the understanding of the relationship between quality and satisfaction. 4. METHODOLOGY The research clarifies the key dimensions of services quality that influence customers’ perceived quality. It also explains how the perceived quality influences customers’ satisfaction and dissatisfaction. In addition, the study explores and expands on findings or current theories about the differences and the relationship between satisfaction and dissatisfaction. Evidence was found that there are two different realities in the market: the customers’ and the non-customers’ complex perceptions. Finally, the research identifies the relevance of the zone of tolerance and its relationship with quality and satisfaction. The use of a case study approach seemed to be appropriate in this research. Within qualitative methodologies, a case study strategy was adopted, based on the interaction between theory and empirical data. Yin (1994) defines case study as an empirical study that investigates a contemporary phenomenon in real life context, especially when the boundaries between the phenomenon and context are not clearly evident. In terms of features associated with the processes under study, it seems  important to focus on contexts in which the phenomena developed. Moreover, this method allows the focus on perception processes more than outcomes, and how the participants interpret their experiences and give them meaning. Exploratory and â€Å"how† questions are being posed, and the researcher is focused on a contemporary phenomenon within its real-life context (Yin, 1994). The research objective was to describe and understand processes and relationships in a consumer services organization. Attention was drawn to the processes, which was the study’s unit of analysis. The focus of analysis of this research was teams, groups and departments.Data was collected by both interviews and focus groups, as well as through documents. The interviews focused on the company’s perspective of quality and customer satisfaction, while the focus groups with customers and non-customers provided the market’s point of view. The interviews included people from different functional areas (operations and marketing) and hierarchical levels (executive vicepresident, director of technical systems, director of marketing and communication, manager of operational safety, lawyer and supervision of securities and marketing manager – processing of complaints and suggestions). In addition to the interviews, focus groups were conducted outside the company with customers and non-customers. The main objectives of the focus groups were to identify the most important determinants of satisfaction and dissatisfaction of both customers and non-customers, and to obtain or draw up a list of the determinants considered most relevant and most often expressed by the participants. Specifically, the analyzed documents consisted of: annual company reports, market research reports on service quality and satisfaction and internal memos. A pilot focus group was carried out to test the discussion guide and the survey. Subsequently, four focus groups were made. There were a total of 26 people involved (men and women). The age range of the participants selected was 13-35 years of age, this because prior studies had indicated that 65 percent of the commuters using the metropolitan were within this age range. The selection criteria used aimed at selecting participants consisting of customers who use the metropolitan, at least once a week and non-customers who had never used this transport service. The focus groups were recorded and handwritten transcription notes were taken for later analysis. The focus sessions were  divided in two distinct parts. Initially, the discussion focused on the reasons that would lead customers to use or not use the metropolitan. Subsequently, the focus was shifted towards the determinants of satisfaction and dissatisfaction and on the characteristics that are most valued in this service. The process of analysis and interpretation of data began with the transcription of the interviews and group focus. All of this met with the objectives of the research, including with comparing and contrasting the different views of stakeholders on issues of the research and allowed for individual analysis and comparisons of the case study. Data was also analyzed and grouped, then codified and reduced employing a systematic approach that complies with that proposed by Miles and Huberman (1994). 5. RESULTS AND FINDINGS The study focused on a company created in 1993 to operate a light rail system in the second largest city of a European country. For a matter of confidentiality, it will 127 F. Fonseca , S. Pinto , C. Brito be called Metro Europe. This is a network of electrified railways that goes underground in the city centre, and above the surface in the suburbs. It is divided into five separate lines (with seven services, including an express service) spread over six municipalities in the city metropolitan area. It comprises a total of 68 stations spread over 60 kilometres of commercial lines, with 8 kilometres of underground network. In 2008, this company employed about 120 people and carried 40 million commuters. Metro Iberia is a player in a context of a strong competition and is one of the companies responsible for the operations of public transport in the metropolitan area. The analysis of this mass consumer service follows in the next section. The study results point out two main perspectives. One related to the level of service quality in its main dimensions. It was concluded that reliability, security, speed, comfort and punctuality are the quality dimensions of greater importance for the public transport services company. Secondly, the study explores satisfaction and their determinants. The results showed that the dimensions of satisfaction for the company were exactly the same as  those of dimensions of service quality, in particular, security, reliability, comfort and speed. This analysis shows us that the company does not distinguish quality from satisfaction. Evidently, it seems that the dimensions of quality and the determinants of satisfaction are identical. There appears to be no clear difference between quality and satisfaction, findings that are no surprising. The main objective of this research is to understand the relationship between quality and satisfaction. It was found that the organization under study does not make a distinction between these two concepts. Therefore focus groups with the company’s customers were also conducted and undertaken. The objective would be to determine and discover the main determinants of satisfaction, comparing them with results obtained in the organization. In the focus groups it was found that commuters value exactly the same determinants of satisfaction as those advanced by the company, in particular comfort, punctuality, speed and reliability. One exception is safety, the conclusion being that customers assume from the outset that the metropolitan is safe. This is in line with the Johnston’s (ref?) argument about the hygienic factors having potential for dissatisfaction instead of satisfaction. The results also helped to further understand the views of noncustomers, from which we can conclude that the most mentioned determinants were reliability, comfort and cleanliness, security and punctuality. For these reasons it is concluded that despite the literature’s stipulation of the existence of a distinction between the constructs of quality and satisfaction, this study found that the company, non-customers and customers clearly do not make such a distinction. It seems that business, customers and non-customers all use the dimensions of quality to describe satisfaction. A more careful analysis of the case leads to the conclusion that quality and satisfaction are not entirely distinct and there is also a relationship between the two concepts. The relationship between quality and satisfaction exists when satisfaction is guaranteed. Their ability to meet the needs of the consumer with the service, must take into account the quality of service and its dimensions. Another view shown in this paper was the distinction between satisfaction and dissatisfaction. The study acknowledges that for non-customers satisfaction and dissatisfaction are opposing concepts. Moreover, the determinants of dissatisfaction are exactly the opposite of satisfaction, namely: reliability/failure to comply with schedules; comfort and cleanliness/discomfort and dirt; security/insecurity; punctuality/failure to comply with schedules. An interesting finding is that, these results are in line with literature. For customers there is no such relationship between satisfaction and dissatisfaction; dissatisfaction in this case is commonly associated with the technical aspects of the service. It is therefore not clear to customers that satisfaction is the opposite of dissatisfaction. While for the company, the conclusion is that these concepts are contrary, when referring to cofort/discomfort; security/insecurity at night/delays and robberies. Finally, the results for customers and noncustomers tolerance zones were examined. The paper confirms that customers have a greater tolerance zone towards the service than non-customers. In other words, non-customers are less tolerant to failures than customers. This conclusion is evidenced by the customers when they say that in the event of failures or problems with the service, such as delays, lack of cleanliness and lighting, or lack of seating, these reasons alone would not lead to abandoning the service. It is concluded that in the case of customers there may be some oscillation in the levels of satisfaction (very satisfied, satisfied, unsatisfied) within the zone of tolerance. Non-customers are less tolerant. In these discussion groups’ several situations or scenarios of dissatisfaction emerged that would cause abandoning the service, including failure to comply with the vehicle schedules, frequency of carriages and disabled access to the stations. 6. CONCLUSIONS This study answering RQ1 expands on existing knowledge by identifying that service quality dimensions serve as points of departure for companies to develop action plans and strategies that generate perceptions of quality by customers. Thus, for each type of service there may be a specific set of different dimensions of quality, in that they assume different orders of priority. Additionally there is yet another 128 F. Fonseca , S. Pinto , C. Brito possibility that each organization may have dimensions that are specific to each/its sector. The classification of the service quality dimensions is important because each one brings different approaches, which help the managers of the companies providing services to understand the importance of each dimension and their impact on customer satisfaction. The empirical data of this case indicates that reliability, safety, speed, comfort and punctuality are the dimensions of service quality which the organization believes most influence the perceived quality. This study also clarified and thus contributes to identify the key dimensions of service quality that influence the perceived quality service, in a specific means of public transportation. Furthermore, this study shows that if the dimensions of service quality are assured then the customers achieve a degree of satisfaction and dissatisfaction in accordance with their needs, answering RQ2. The research results also showed that depending on the subway line that is used by a particular customer, he/she usually chooses the same dimension as a priority, according to the satisfaction of his/her needs. The research results showed that a client that uses for example the yellow line gives preference to the quality dimensions of frequency and speed, since the choice of this line indicates the need to get to the city centre quickly. The customers who already choose the red line value the dimension of comfort, because it is a line with a more extensive network, which is important for the customer who wants to get a seat. From this we can conclude that if the principal dimensions of quality for customers are guaranteed, they will be satisfied or dissatisfied. There seem to be sever al implications of this study for service management. The first practical implication seems to be that it is important to reveal that if the managers know which dimensions of quality service their customers most value, (depending on the type of service we are dealing with), the customers may become more satisfied. This will occur because the organization will know specifically which dimensions of service quality will further satisfy the customers. Thus, organizations can focus their efforts on improving and increasing the dimensions of service quality which generate satisfaction. The second managerial implication appears to be the evident need for  clarification of the link between satisfaction and dissatisfaction. In terms of contribution to management, it is important that managers recognize that satisfaction and dissatisfaction are on a continuum, and that knowing of the dissatisfaction factors specifically, these can then be transformed into satisfaction, thus preventing the loss of a customer in a specific service. The third practical implication shows that for the non-customers if the companies and the managers know what quality dimensions this group value most, the company can focus investment on the development of these, including increasing the ability to attract new customers and tailor marketing and communication campaigns with a view to achieving this. The number of contributions presented serve not only to increase knowledge of the relationship between quality and satisfaction, but also encourages reflection on a topic which should be of utmost importance for managers and the vast majority of service companies, who are faced with the need to offer quality of service in its main dimensions and the consequent satisfaction of their customers. It is also expected that the contributions of the study encourage businesses and their managers to connect with their customers and noncustomers. As regards the customers it is important that the company be aware of the quality dimensions that they value most in order to tailor the service to their needs, maximizing satisfaction. This paper has limitations which are expected to be addressed in future studies. The limitations can be divided into three groups, namely: selection of the case and the process, limitations in data collection and finally the limitations of data analysis. One of the limitations is the small number of cases studied in public transport services which determines the strength and spread or validity of the conclusions. The inclusion of other cases corresponding to other paradigms or variations of the paradigms used here, will enrich the knowledge acquired. There were a range of other issues that were not explored which could enrich the research. There were other issues that emerged and seemed interesting but again, given the constraints, were not fully explored. For example, the identification of the factors that influence the formation of consumer expectations. When the interviewees were asked, in an open ended question, what factors influence expectations, the  answer was unanimous: communication with other consumers. Nevertheless, other factors could have been further explored. 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