Serial Killer “Richard Chase”

As a young boy he didn't show any odd behavior until he turned the age of ten. At the age, often in 1960 he started killing and torturing animals including cats. Then by some years passed it was 1964 an he started attending Mira Lama High School, obtained grades of Co's, Ad's, and If's, but still managed to complete high school an get his diploma. While he was in school his sophomore year he was arrested for possession of marijuana ordered by Juvenile court work on weekends, and as his time as an teenager he became a very Intense drug user and regularly exhibited symptoms of delusional thinking.January 5, 1978 Chase started his life of legal problems from small crime of stealing a four- mouth old puppy, shooting it in the head and proceeded to drink the blood or to his random violent acts like on the date January 11, 1978. On the 1 lath of January 1978 chase attacked a neighbor after he asked for a cigarette then restrained her units she turned over the entire pack. 2 weeks later, he broke into a house, robbed it then urinated inside a drawer containing infant clothing and defecated on the bed in a child's room. Interrupted by the owners return, chase was attacked but managed to escape.An chase continued to search for unlocked doors of homes to enter. He believed a locked door was a sign that he was not wanted, however an unlocked door was as Invitation to enter. Social problems Richard Chase had many of them; suffering mental disorders which made It had for him In his social life. Richard Chase himself managed to maintain a small social life, however his relationships with women would not last long. This was because of his bizarre behavior and because he was impotent. An event that happened would prove his mind state when he moves out his mother house thinking she was trying to poison him.He had rented an apartment with some friends. Chaise's roommates' complained that he was constantly intoxicated alcohol, marijuana, and LSI. Chase would also walk around the apartment nude, even in front of company. Chaise's roommates demanded that he move out. When he refused, the roommates moved out instead. Education and Jobs, all though Richard Chase never had a Job, his education was on the side of a little below average with an IQ of 95. During, the spring of 1968 he enrolled In American River College, maintained grades of Co's, consistently used drugs, and briefly seen a psychiatrist.Physical problems he suffered from constant paranoid episodes and would often end up at the hospital emergency room in search for help. He was psychiatric observation, but shrinking, Chase felt he had found the cure. He would kill and disembowel small animals and eat the various parts of the animals raw. 1975, Chase suffering from blood poisoning after injecting of rabbit blood into his veins, was involuntary hospitalized with schizophrenic. An his sexual was not very well written out cause his relationships never lasted long because of his bizarre behavior, and the fact that he was impotent.He was killed with a direct gunshot wound to his head. Evelyn and Jason were found in Evelyn bedroom. Jason had been shot twice in the head. The depth of Chaise's insanity was clear when investigators went over the crime scene. Evelyn corpse had been raped and solemnizes multiple times. Her stomach had been cut open and various organs were removed. Her throat was cut and she had been customized with a knife and there was a failed attempt to remove one of her eyeballs. Then, Richard Trenton Chase was captured by police after leaving several hand and shoe prints in blood at is last victims' residence.They found even more blood caked evidence in his apartment. In 1979 Chase stood trial on six counts of murder, his attorneys tried to avoid the death penalty by going the insanity route†¦ The plea was rejected. On May 8th, the Jury found Chase guilty on all six counts and he was sentenced to the gas chamber. While in prison, Chase had been seeing a doctor wh o had prescribed him with antidepressants that he hoarded for weeks. He was found dead on December 26, 1980 of an apparent overdose-suicide, taking all the pills he had been saving.

Antoni Gaudi’s Sagrada Familia

Do men and women view artistic pieces differently? When we consider numerous articles surrounding Antoni Gaudi’s architectural wonder Sagrada Familia, is there a difference between the way men and women view this piece of history. In the articles we are to analyze, we find that women are more subjectively critical than men who are somewhat more objective in the perceptions. In a architectural piece, the standpoints are unavoidable because they are readily visible to the public regardless of whether or not you want to see it. Gaudi’s ostentatious Gothic facade has acquired admiration and criticism over the years and we discuss this criticism of his work with reference to various articles seen from the viewpoint of both genders in order to ascertain whether there is indeed a difference between the genders’ perceptions. â€Å"Heresy or Homage in Barcelona† was written by Margot Hornblower in TIME magazine and is dated 28 January 1991. Hornblower describes the Sagrada Familia as â€Å"sensual, spiritual, whimsical, exuberant† (Hornblower, 1991). In this description, she obviously spares no time in making the piece seem irresistible. Furthermore, she insists that the building ‘symbolizes’ the city of Barcelona in a way that few other buildings do (Hornblower, 1991). Hornblower is complimentary of the piece of architecture that at times has been seen as gauche and over-the-top, she explains that very style of the building is almost a mockery of modern architecture (Hornblower, 1991). Although this in itself is not complimentary of the presence it holds in Catalina, but the way Hornblower has written it, makes it seem awesome in its own way. She does, however make it known that the fact that the Sagrada Familia was never completed poses a problem for many critics. The problem it appears, according to Hornblower is: who will be seen as fit to complete the work considering the immense esteem in which Gaudi was held? (Hornblower, 1991). The article was written prior to the 1992 Olympic Games and dissention was caused surrounding the people chosen to complete the piece. Hornblower writes about the difference between art nouveau and the man Suribachs who was chosen to complete the building (Hornblower, 1991). You can read also  Similarities and Conflicts in † a Streetcar Named Desire† This is comparable to another female writer who in fact wrote about the completion of the Sagrada Familia and is written by a Spanish female writer by the name of Rosario Fontova who writes for the El Periodico de Catalunya and is dated 22 October 2000. She writes factually about the re-evaluation of Gaudi’s work and the subsequent reopening of the Sagrada Familia as a completed work. She is completely unbiased and writes objectively although at times slightly on the complimentary side: â€Å"Part of the scaffolding has been removed, revealing the â€Å"Gaudian† shape of the temple's central nave as seen from the floor. (Fontova, 2000). From the other hand, male American writer for the New York Times also describes the Sagrada Familia in a complimentary fashion. Edward Schumacher writes for the New York Times Special on 1 January 1991 â€Å"Gaudi’s Church Still Divides Barcelona†. Similar to Hornblower’s article, Schumacher also explores the confli ct that surrounds the famous building. Schumacher, while complimentary, he does draw attention to the aspect of incongruity that the building holds, that is, its ‘exaggerated’ appearance (Schumacher, 1991). In this case Schumacher uses the word ‘exaggerated’ with the word ‘glorious’ in the phrase â€Å"The Sagrada Familia (Holy Family), a soaring, gloriously exaggerated Art Nouveau church that is taller than St. Peter's Basilica in Rome, was only a quarter done when Gaudi was killed by a streetcar in 1926. †(Schumacher, 1991). Schumacher therefore obviously looks fondly upon the architectural piece. Schumacher writes in the sense that the Familia Sagrada is a challenge to the old norms expected in fine art architecture. He believes, or writes at least that Gaudi challenged the ‘tired revival styles’ and formed his own ‘eclectic’ approach to building (Schumacher, 1991). He calls Gaudi a ‘visionary’ and goes into quite a lot of depth surrounding architectural terminology. He speaks about angularity, architraves, columns and vaults, meaning that to some extent he is learned in the field of architecture (Schumacher, 1991). Schumacher also goes into detail about the history of the Sagrada Familia, stating that Gaudi had seen the work as a culmination of his life’s work (Shumacher). He also explains the controversy surrounding the commission and building of the Sagrada Familia especially in terms of its artistic revival (Schumacher, 1991). Hattie Hartmann is a female writer for the New York Times and wrote â€Å"Barcelona Celebrates its own Architectural Visionary† dated 19 August 2002. She writes, in contrast to our first female writer in a very factual manner. She does not write much about how she feels about the piece but relates the facts and history surrounding the building. She acts as a sounding-board for what others think. The proposed route of the Madrid-Barcelona high-speed train passes near the Sagrada Familia site, and some say that offers an ideal opportunity to take another look at the current plans for the cathedral in its urban context before it is too late. †(Hartmann, 2002). This example shows the willingness of Hartmann to allow other opinions is strongly objective. Her choice of subject, however, also reveals the need to question what others believe and also in a way to stand up against the changes that might detract from the beauty and stature of the building. She writes about Gaudi’s popularity, his following and his status but refrains form using her own opinion of him and uses no emotive words regarding to herself in this situation (Hartmann, 2002). The differences between male and female discourse in terms of Gaudi’s work do not display any particular traits with regards to the way in which it is viewed form on gender to the other. One female writer (Hornblower) writes subjectively with many emotive words used to fondly describe the Sagrada Familia while the male writer, Schumacher does the same. The writer from Spain who obviously is familiar with the work is more factual and intent on creating a news-flash rather than advertising the piece. Fontova does not speak badly of the piece but refrains from making a value judgment on the building. On the one hand we have an American woman gushing Gaudi’s praise and on the other hand we see a local Catalan woman writing about the building as if it were part of her daily life. Schumacher does use far more technical terms in his description of the building while Hartmann and Hornblower both write with little weight placed on the technical value of the architecture. Fontova probably has more access to information surrounding the building works and is therefore more attentive to the technicalities. In the case of Sagrada Familia we see that the only real difference in perception of the piece is that the male writer appears to see the technical value of the building. The Sagrada Familia itself is a profoundly ostentatious and decorative building with an almost Gothic facade. His work pushed many boundaries in terms of breaking with norms and created a thoroughly art nouveau impression of the original religious relic that is the form of a cathedral. Comparable to Michaelangelo’s Sistine Chapel we see a modernised version of an old religious ideal. The Sagrada Familia has different meaning for different people and this is essentially the crux of the matter. For the Catalan female writer, Sagrada Familia is a part of her daily life, something she sees almost daily. It is also part of the Barcelonian heritage which the American writers, both male and female do not see. It is recognised by them but not necessarily seen in the same light. The male alternative to the praise given Gaudi’d works, is seen more from a technical point of view but is still strongly emotive. The female American writer was obviously in praise of Gaudi’s work more in terms of its aesthetic value than for its technical parts. There is therefore a difference between the way a local sees the building and a foreigner. There is also a difference in the purposes of the writing: Hartmann was more documentary about the piece and did not place as much importance on her own opinion as she did on the facts. The meaning behind the writing was predominantly in terms of the controversy the alterations to the building has caused. There was very little difference between the way males and females viewed the artwork in this particular case.

Succubus Revealed Chapter 6

Fortunately, no dictionaries or bats ever came into play, and Seth and I spent a pleasant night together. He sent me off that weekend in a good mood, and during the time I was with him, it was easy to believe this might all end well. Once I began the tedious parts of travel by myself, the doubts began to set in. The ride to the airport, security, safety instructions . . . all little things in and of themselves, but each one began to weigh on me. I just couldn't see Seth moving to Las Vegas – not anytime soon, at least. That left long-distance dating, and it was hard to imagine us going through a trip like this every . . . hell, I didn't know how often. And that was another problem. What exactly did long-distance dating mean? Visits every week? Every month? Too-frequent visits meant the irritation of travel. Too few put us in danger of out-of-sight, out-of-mind complications. So, naturally, I was all worked up by the time my flight landed in Las Vegas. And strangely, I took comfort remembering Jerome's words, of all things. If Seth and I had survived the huge problem of immortal?Cmortal dating, then really, what was a two-hour plane ride compared to that? We could make this work. We had to. â€Å"There she is!† A familiar, booming voice startled me as I was waiting at the baggage claim. I spun around and found myself looking up at the tanned good looks of Luis, Archdemon of Las Vegas. I let him wrap me up in a giant hug, something he managed with remarkable delicacy, considering what a bear of a man he was. â€Å"What are you doing here?† I asked, once those muscled arms had released me. Realization hit me. â€Å"You're not here to pick me up, are you? I mean, don't you have people who have people to do that kind of thing?† Luis grinned at me, his dark eyes sparkling. â€Å"Sure, but I couldn't trust an underling to pick up my favorite succubus.† â€Å"Oh, stop,† I groaned. My bag came around the carousel, but when I went for it, Luis brushed me aside and easily lifted it up. As I followed him toward the parking garage, I couldn't even begin to picture Jerome doing something like this. â€Å"You scoff, but most of the succubi around here bore me to tears. Hell, most of our staff here does,† Luis said. â€Å"You get a full range of personalities and talent levels with so many. The exceptional and the unexceptional. You, my dear, are exceptional.† â€Å"You don't have to try to sweet-talk me into the job,† I said, smiling in spite of myself. â€Å"Not like I have a choice.† â€Å"True,† he agreed. â€Å"But I want you to be happy here. I want everyone who works for me carrying stories about how awesome I am. It ups my cred at the annual company conference.† â€Å"Jerome's trying to up his by having us beat Nanette's employees in bowling.† Luis laughed at that and led us out to a gleaming black Jaguar double-parked in the handicapped zone. Once he'd stowed my suitcase, he even went so far as to open the door for me. Before starting the car, he leaned over conspiratorially and whispered loudly, â€Å"If you want to shape-shift into something else, now's your chance while we're still inside.† â€Å"Shape-shift into what?† He shrugged. â€Å"You're in Vegas. Live the lifestyle. No need to resign yourself to jeans and sensible shoes. Give yourself a cocktail dress. Sequins. A corset. I mean, look at me.† Luis gestured grandly at himself, just in case it was possible to miss the gorgeous and undoubtedly custom Italian suit he was wearing. â€Å"It's barely noon,† I pointed out. â€Å"Doesn't matter. I dress like this the instant I get out of bed.† With a self-conscious look around the garage outside, I quickly shape-shifted out of my travel clothes and into a one-shoulder minidress that wrapped around me like a Grecian gown. The fabric glittered silvery when it caught the light just right. My long, light brown hair turned equally glam. Luis nodded in approval. â€Å"Now you're ready for the Bellagio.† â€Å"The Bellagio?† I asked, impressed. â€Å"I figured I'd be shoved off to some crappy motel ten miles from the Strip.† I amped up my makeup for good measure. â€Å"Well,† he said, backing the car out, â€Å"that is actually what the normal budget allows for when it comes to new employee visits. I was able to pull some extra funds – and dip into my own pockets – to upgrade you a bit.† â€Å"You didn't have to do that,† I exclaimed. â€Å"I could have paid for my own room somewhere.† Yet, even as I said it, I knew that if accruing funds over the centuries was easy for someone like me, it was a million times easier for someone with Luis's lifespan. The car and his suit were probably bought with pocket change from his income. He waved off my concerns. â€Å"It's nothing. Besides, my car would probably get stolen if I parked it at one of the ‘budget-friendly' places.† The car's readout told me the outside temperature wasn't that far off from Seattle's in December. The difference was in the light. â€Å"Oh my God,† I said, squinting out the window. â€Å"I haven't seen the sun in two months.† Luis chuckled. â€Å"Ah, just you wait until high summer, when the temps hit triple digits. It cooks most people alive, but for someone like you, you'll love it. Hot and dry. Doesn't get below eighty at night.† I loved Seattle. Even without Seth in the picture, I could have been happy there for many, many years. But, I had to admit, my one weakness with the region was the weather. Relative to the extremes of the East Coast, Seattle was a very mild climate to live in. That meant it didn't get very anything. Not very cold, and certainly not very warm. The hot weather we got in midsummer was fleeting, and then the mildness of the winter was marred with rain and clouds. By February, I was usually ready to start consuming entire bottles of vitamin D. I'd grown up on the beaches of the Mediterranean and still missed them. â€Å"This is great,† I said. â€Å"I wish I were visiting while it was warmer.† â€Å"Oh, you don't have long to wait,† he told me. â€Å"Another month like this, and then the temperature will start going up. You can break out your bikini by March.† I thought that might be kind of an exaggeration but returned his grin nonetheless. We were approaching the Strip and all its glory. The buildings became more flamboyant and expensive looking. Sidewalks and streets grew more crowded. Billboards advertised every form of entertainment imaginable. It was like an adult-oriented theme park. â€Å"You seem pretty happy here,† I said. â€Å"Yup,† Luis agreed. â€Å"I lucked out. Not only is the place great, but I command one of the largest groups of Hellish servants in the world. When I saw your name come up, I thought, ‘I've got to get her in on this.' â€Å" Something in his words put a crack in the rose-colored glasses I was viewing the wondrous sights around me through. â€Å"When my name came up?† â€Å"Sure. We get e-mails all the time about transfers, job openings, whatever. When I saw you were being moved out of Seattle, I tossed my hat into the ring.† I turned toward the side window so he couldn't see my face. â€Å"How long ago was that?† â€Å"Oh, I don't know. A while ago.† He chuckled. â€Å"You know how long these things take.† â€Å"Yeah,† I said, trying to keep my voice light. â€Å"I do.† It was exactly what Roman and I had talked about: the painstakingly long time Hell took with personnel decisions. Roman swore the circumstances surrounding this transfer were suspicious and implied a rush. Yet Luis was behaving as though everything had gone along according to perfect procedure. Was it possible there really had just been some oversight with Jerome's notification about my transfer? It was also possible, I knew, that Luis was lying. I didn't want to believe that of him, but I knew that no matter how friendly and likable he seemed, he was still a demon at the end of the day. I couldn't allow myself to be lulled into complete trust by his charm. We had a favorite saying among my friends: How can you tell if a demon is lying? His lips are moving. â€Å"I was surprised to be transferred at all,† I said. â€Å"I've been happy in Seattle. Jerome said . . . well, he said it was because I was a slacker employee. That I was being moved for bad behavior.† Luis snorted and pulled into the driveway for the Bellagio. â€Å"He did, huh? Well, don't beat yourself up, honey. If you want a reason for them pulling you out, my guess is that it has something to do with Jerome getting himself summoned and letting nephilim and dream creatures run rampant with his succubus.† I had nothing to say to that, but fortunately, we reached the hotel's entrance and yielded the car to a valet driver who seemed familiar with Luis and his generous tips. Entering the Bellagio, I was soon awash in stimuli – color and sound and life. A lot of the people moving in and out were dressed as glamorously as us, but plenty of average â€Å"everyday† people walked through as well. It was a mixing of all social classes and cultures, all here and united in search of enjoyment. Equally overwhelming was the intense wave of human emotion. I didn't have any magic power to let me â€Å"see† emotion, exactly, but I was very good at reading faces and expressions. It was that same knack that had let me pick out the desperate and hopeless at the mall. This was the same, except magnified a hundred times. People swung the full gamut of hope and excitement. Some were joyous and eager, either high off of triumph or ready to risk it all for triumph to come. Others had clearly attempted it – and failed. Their faces were full of despair, disbelief at how they'd ended up in this situation and sorrow over their inability to fix things. Just as obvious were the good marks. Some guys were so blatantly trolling for a hookup that I could have propositioned them then and there. Others were ideal succubus bait, guys who had come here saying they were going to keep themselves in line – but who could easily step off the edge of temptation with the right finessing. Even with my heart tied up with Seth, I couldn't help but take in and thrive under all the admiring looks I got. I was suddenly glad I'd taken Luis up on his shape-shifting suggestion. â€Å"So easy,† I murmured, staring around as we waited for an elevator. â€Å"They're just there like . . .† â€Å"Cattle?† suggested Luis. I made a face. â€Å"Not quite the word I wanted.† â€Å"Not much difference.† An elevator opened, and a cute twenty-something guy gestured me forward. I smiled winningly at him, loving the effect I had. After he exited on his floor, Luis winked at me and leaned over to whisper in my ear. â€Å"Easy to get used to, huh?† Our floor came next, and Luis nodded to our right when the door opened. A few steps down the hall, I realized something. â€Å"I have a suite?† I asked, startled. â€Å"That's a little much, even to make a good impression.† â€Å"Ah, well, that's what I didn't get a chance to tell you yet. You have a suite because it has more room. You have to share it with another new employee.† I nearly came screeching to a halt. Here it was, the catch in what was otherwise a sugar-coated fantasy. I envisioned myself rooming with another succubus and immediately knew I'd be seeking other accommodations. Succubi forced into close proximity put reality show drama to shame. â€Å"I don't want to impose on anyone's privacy,† I said delicately, wondering how I could get out of this. Luis reached a door and took out a keycard. â€Å"Nah, the place is huge. Two bedrooms and a living room and kitchen that go on forever.† He unlocked the door and opened it. â€Å"You could avoid each other all weekend if you wanted to. But somehow, I don't think you will.† I was about to question that, but suddenly, there was no need. We'd stepped into a living room as expansive as Luis had promised, all sleek lines and modern furniture, colored in shades of gold and green with dark wood trim. A long window offered a sweeping view of the city, and a man stood in front of it, admiring the panorama. I couldn't see his face, and something told me that even if I could, I probably wouldn't recognize it. That didn't matter. I knew him by his immortal signature, the unique sensory markers that distinguished him from everyone else. I could scarcely believe it, even as he turned around and smiled at me. â€Å"Bastien?† I exclaimed.

The Project Management Body of Knowledge Assignment

The Project Management Body of Knowledge - Assignment Example The Management Development and Productivity Institute (1989) has defined project management as the use of administrative techniques and the creation of a good working climate for the achievement of the set goal(s). Every project is conceived with a definite goal or set of goals in mind. This is often true, whether it was done in a formal or informal manner. For these goals to be achieved, resources in terms of capital, personnel, etc of the project must be optimally utilized. The application of management principles and thinking in the context of a project makes the attainment of the desired goal(s) possible. Project success often emanates from the adoption of sound managerial practices. Various models and theories of project management have been developed for managing projects successfully (Streton, 1989.,  Ã‚   MDPI, 1998., PMI, 1994). Some of the models are generic in their application, whereas others are industry-specific. At its most basic form, a project management model encompasses four phases. These are (i) formulation of project goals or objectives (ii) project planning   (iii) project organization and (iv) project follow up. Objectives or goals set for a project should be specific, measurable, achievable and also time-bound. Goals that meet these criteria are described as good and those that fail to satisfy these requirements are deemed bad. The latter may call for a revision in the course of project implementation. The planning phase determines the structure of the project and results in the production of a project plan. The structure of a project deals with its internal composition, while the plan outlines the resources needed, time limits to each given activity and the cost associated with getting them implemented. The plan also sets out procedures for planning itself during project implementation. This is done either hierarchically or randomly.

Analyze the letter written by Galileo Galilei to the Grand Duchess Essay

Analyze the letter written by Galileo Galilei to the Grand Duchess Christina of Tuscany - Essay Example He reiterates his loyalty to the Catholic Church and, at the same time, justifies his support of the Copernican theory of the heliocentric universe. Galileo Galilei: Letter to the Grand Duchess Galileo Galilei may be considered to be the Father of modern science. His letter to the Grand Duchess Christina of Tuscany, written in 1615, is one to the most famous epistles in scientific history. It demonstrates the conflict between science and religion, and Galileo’s attempt to strike a balance between the two. As the protege of the late Ferdinando I de Medici, the Grand Duke of Tuscany, and the mentor of his son, Cosimo II de Medici, Galileo enjoyed a close relationship with the politically powerful and influential Medici clan. With his outspoken support for the heliocentric theory of Copernicus, Galileo was already at loggerheads with the conservative adherents of the geocentric theory and the church hierarchy. In this letter, he seeks â€Å"to justify myself in the eyes of all m en† (Galileo, 1615. P. 11). In this context, his letter to the Grand Duchess may be considered a device used by Galileo to publicize and justify his stand on the issue, to canvass the support of the Medici family, and to attempt to seek reconciliation with the church by clearing the air of the controversy which continued to dog his works. Throughout the letter, Galileo remains firm in reiterating his loyalty to the Catholic Church, its Council and its Supreme Pontiff, the Pope. Even when Galileo passionately defends experimental science, he reiterates his identity as a staunch Catholic. His intimate relationship with the Catholic Church cannot be denied. He initially studied for the priesthood, and was on friendly terms with Cardinal Bellarmine and Pope Urban VII. His two daughters, Virginia and Livia, became nuns at the Franciscan convent of St. Mathew, near Florence (Stanford Encyclopedia of Philosophy, 2010). Galileo’s belief in God is clearly stated. He sees the Div ine Maker revealed in nature’s actions. To him, his work in astronomy and his belief in God are but two mutually reconciled facets of his life. Galileo poignantly asserts his faith in God, and its expression in his work, with the words â€Å"the glory and greatness of Almighty God are marvelously discerned in all his works and divinely read in the open book of heaven† (Galileo, 1615.P22). He considers the faculty of reason to be a divine gift given to man. It is evident that he is deliberately assuming a placatory tone and is determined not to antagonize the Church, as far as possible. He declares, â€Å"I proceed with --- piety† (Galileo, 1615. P.12). Again, regarding the Bible, theologians and Church Councils, he firmly asserts that â€Å"I hold these to be of supreme authority† (Galileo, 1915. P12). He declares himself as willing to admit to any mistakes based on religious ignorance and is ready to submit to the church’s stand on the Copernican system. He does not claim from his works â€Å"any fruit that is not pious and Catholic† (Galileo, 1615. P.13). He makes his position with respect to the Church very clear by unequivocally stating, â€Å"that divine wisdom surpasses all human judgment and conjecture† (Galileo. 1615. P.15). He professes his â€Å"extraordinary esteem for the passages of holy Scripture† (Galileo, 1615. P18). Galileo attempts to clearly differentiate between his critics and adversaries, and the Church authorities. He denounces the former in the

Case study Essay Example | Topics and Well Written Essays - 250 words - 44

Case study - Essay Example An imbalance in global trade also created challenges in the container carriers (New Bioactive Alkyl Sulfates from Mediterranean Tunicates, 2012). The strategies Meli Marine used for competing included increasing competitive intensity this was by container carriers supporting prices. For instance, if demand for containers went down, then vessels could be activated, so that fixed costs could be minimized. Another strategy was to have bigger cascading and ships this was to reduce the cost, and to increase the resulting profits. Having larger ships could result in a â€Å"cascading effect†. The final strategy was overcapacity threat. In the early years, overcapacity was an issue, but later it was implemented as the industries added capacity, faster than global trade could absorb it (New Bioactive Alkyl Sulfates from Mediterranean Tunicates 2012). Other key competitors performed differently from Meli Marine the likes of Evergreen Marine. It was leading to the market capacity with more TEUs than those of Meli Marine. The evergreen was recognized as being the best shipping line for several years. Wan Hai Lines was concerned with diversifying its client’s base and becoming a world carrier. It operated its terminals and competed in a container and vessel leasing. Yang Ming Marine managed the vessel and container leasing, logistic unit and also had its terminal (New Bioactive Alkyl Sulfates from Mediterranean Tunicates, 2012). David Tian being the new CEO was to make several changes and more improvements to ensure Meli Marine competed effectively with its competitors. It was by ensuring that he increased they also owned their operational terminal, and they also operated container and vessel leasing, and he was also to ensure that they held a logic unit. All this could place the industry in a good position to compete with the others (New Bioactive Alkyl Sulfates from Mediterranean Tunicates,

Scale-Free Brain-Wave Music from Simultaneously EEG and fMRI Research Paper - 1

Scale-Free Brain-Wave Music from Simultaneously EEG and fMRI Recordings - Research Paper Example The scientists conducted the study for the propose of improving the few methods that had been developed to translate human EEG to music by developing a new method of translating both brain EEG and FMRI signals to music for a better reflection of the internal functioning activities of the brain (Lu, Wu, Yang, Luo, Li & Yao, 2012). In this method, there was recording of the simultaneous EEG-FMRI. The subjects were a thirty year old female (subject A) and a fourteen year old female (subject B). The scanning took place when the two subjects were in a resting state (Lu, Wu, Yang, Luo, Li & Yao 2012). In the part of composing music, there was referencing of the EEG records to zero with software known as REST developed in the laboratory. They choose the EEG for the purpose of brainwave music, which is at the central region of the brain and is a channel that the body movement does not affect (Lu, et al. 2012). This is the second method of the study. Music note consists of four characters, timber, duration, pitch and intensity. There was more attention to pitch and intensity (Lu, et al. 2012). In this part, wood was fixed together with piano, and the results were that it changed according to the persons hobbies at the same time as the EEG wave determined the duration. The recording of the EEG-FMRI brain music involved the following; The intensity of a music note (IM) is relative to the logarithm of the AP which changes according to the Fechner’s law MI=klgAP+1. In this equation, K and 1 are constant. MI is partly related with pitch since both of them are defined by something related to the amplitude of EEG (Lu, et al. 2012). Intensity of the music was represented by adoption of the FMRI signal instead of the AP. The figure below shows the mapping rules used between the attributes of a music note and brain physiological signals. The FMRI reflects signal to the BOLD signal. On the other hand, the EEG

Assessing the Performance of the U.S. Economy Essay

Assessing the Performance of the U.S. Economy - Essay Example The report is started with the overview of the current state of the economy of the United States of America. This is followed by an identification of the most relevant economic theories and principles that can be applied to evaluate the performances of the US economy over a specific time period. The report is suitably concluded by highlighting the findings from the analysis and prescribing the macroeconomic policies that should be formulated for analyzing the economic performance of the nation. The macro economic performance of any economy can be estimated through the use of different economic metrics that represent and mirror the economic performance of a nation as estimated from different dimensions and perspectives. For this purpose, multiple theories and principles of economics are implemented in the analysis. The six main economic metrics that are used for the analysis with their application in the US economic scenarios are given as follows and heir correlations are given in Appendix 1. The gross domestic product is an important economic metric which is an aggregate measure of the monetary value of all finished goods and services that are produced by all residents and institutional units within the national border of a country (Mankiw, 2007). The Gross Domestic Product can be used as a key economic indicator for gauging the health of the US economy. The GDP of US has contracted by 0.7% in the first quarter of 2015 as compared to the last quarter of 2014. The average GDP growth rate of US from 1970 to 2015 is 3.26% (Appendix 1). Since the US economy is one the most advanced and diverse economies of the world, therefore it has been able to manage its GDP fluctuations through the proportions of production from different sectors. However, the contraction noted in the first quarter of 2015 was a reflection of the higher accumulation of inventory and widening trade deficit in the economic constructs (Bade and Parkin, 2002). The purchasing power parity is a

Dissertation Essay Example | Topics and Well Written Essays - 3000 words

Dissertation - Essay Example In terms of age, the most significant portion of respondents was in the 26-35 year age bracket, with 41.3% of respondents. 40.2% of respondents were in the 36-45 year age brackets. High school respondents totaled 58.2% of respondents. 64% of the respondents were currently employed. Internet usage and online shopping Many respondents had Internet experience. 29.6% had more than ten years Internet experience using the internet more than ten years. Those who had experience with online shopping more than once a month reached to 42.9%. Online shopping experience 77% of respondents indicated that they faced no difficulty using the internet. To what extent is the use of the Internet risky 51.9% of respondents thought that the internet is sometimes is risky. 39.7% that argued that the internet is not risky at all. Tesco and Asda direct Respondents who have full experience in Tesco (37.8%) direct were more than those with experience with Asda's (28.1%). The rest of the customers did not have experience with either. Factors that affect customer confidence toward online shopping Factors that affect consumer confidence towards online shopping was limited to seven categories: the impact of demographic factors on consumer confidence, product, price, promotion, distribution and customer service, the impact of technological issues and finally the impact of social issues on customer confidence. ... In general the researcher found that Asda has overtaken Tesco in achieving customer trust. For example: The table above illustrates that Asda provide high readability of accessing details. Around 60 of respondents voted for Asda in readability of information, whereas only 55 of respondents voted for Tesco. 3- Price Respondents gave an equal percentage to Asda and Tesco when asked about who provided the lowest price product. However, a later question had Asda as the high percentage at 73.1%. The researcher designed two similar questions in different styles to reduce sensitivity when answering question. Low price and club card The majority of respondents indicated that low prices are more important to confidence than the club card. 3- Promotion Promotion was considered in relation to the extent it was a nuisance to the consumer. Mobile as an annoying tool came in at the top with 56.2% for Asda and 55.6% for Tesco. Email was the next most annoying tool, accounting for 28.1% with Asda an d 26.1% with Tesco. Finally, the post is the least annoying with Asda and Tesco both at 25%. 4- Delivery and customer service The majority of respondents found the request of payment and delivery information easy. 53% of Asda's customers support the point whereas 15.9% reject it. 49% of Tesco respondents support the point and 12.6% rejected it. The respondents were asked about several factors in delivery service that affect their behavior and confidence toward online shopping. Tesco offers more different method of delivery according to respondents. Asda comes in the top in Charge of delivery. The cost of delivery, as well as the correct and efficient arrival of the product was strongest with Asda. Customer Service As

Astronomy Essay Example | Topics and Well Written Essays - 750 words - 1

Astronomy - Essay Example And the solar system was created through a gaseous cloud. According to the book of (Ramsey, 1983) â€Å"The nebular hypothesis explains that the nebula slowly rotates, it gradually condensing and flattening due to gravity and eventually form the stars and planets.† It assumes that at one time the sun was a large mass of gas extending out beyond the farthest limits of what is now the entire solar system. The mass of hot gases was rotating slowly, and as the gases cooled and contracted, the mass began to rotate faster and faster until a ring separated from the main part. Its rotation eventually turned this region into a disk. Matter continued to fall toward the center of the solar nebula, making the central parts hotter. The sun was beginning to grow at the center of the disk. Are planets orbiting stars other than the Sun. Astronomers study of possible life in the universe, because life is more likely to develop on planets than in the extremes of stars and empty space. According to (Ramsey,1983) Astronomers have found that most young stars are surrounded by disks composed of dust and gas. Some of these disks show evidence of comet-like objects. For instance, â€Å"The disk around the star Fomalhaut, show an empty area around the star, or a stripe of empty space in the disk. Astronomers believe that dust in this area could be in the process of condensing into a planet.† The theory states that a disk of dust and gas collects around a star as the star forms. Bits of dust in the disk collide and stick together, forming larger and larger chunks of rock and ice. Farther out from the star (where the temperature is cooler), the gases in the disk freeze, adding to the mass available to form these chunks. The pieces of rock continue to collide, forming large objects called protoplanets. Four protoplanets grew close to the central sun. These were inner planets or (terrestrial) planets: Mercury, Venue, Earth and Mars. Four other

Discussion 5 Essay Example | Topics and Well Written Essays - 250 words - 5

Discussion 5 - Essay Example mally held at the home of the elder family members, this is the one time during the year when the whole year when the clan is expected to gather to partake of a dinner normally composed of chicken and fish. The strange part is that the chicken and fish dishes are not consumed but are instead meant as offerings. I have often had to explain to our foreign guests that the chicken and fish are meant to honor the Chinese pun that says â€Å"every year have chicken and fish left over† or â€Å"have profit every year† for businesses, and for families, it could mean â€Å"be blessed every year†. I realize that it is a waste of perfectly good food not to partake of the dishes served specifically for the â€Å"pun† purpose. However, it is Chinese tradition and culture that dictates we must do it. It is a tradition that has the best of intentions and has never brought harm to anyone. Which is probably why my family also continues to honor the tradition to this very day and we find ourselves constantly having to explain ourselves to our foreign guests who, in the process, learn more about Chinese cultures and

Implementation Essay Example for Free

Implementation Essay The article by Pressman and Wildavsky analyses the problems associated with the implementation of EDA plan in Oakland. The Congress established the Economic Development Administration which went to different cities with the mandate of empowering the minority groups by providing them with jobs. The administration chose Oakland as a pilot project to experiment how provision of incentives such as loans and public works could create permanent jobs for the minority groups. Years later, the project proves to gain no fruits with the construction work at stand still and the loans plan dead and thus creating no jobs for the minority population. Following the failure of the plan, the authors try to figure out the main reasons why a plan that had big expectations and the federal government invested a lot of money in did not workout. The article also aims at creating an insight in the implementation of future project based on what happened on the Economic Development Administration plan in Oakland. The authors use the situation at the Oakland Economic Development Administration to relate to other similar policies and project and make several recommendations in the implementation of public policies. The article is therefore useful to public administrators who intend to implement project in the future. Due to the high level of unemployment, the political situation and the possibility of riots in Oakland, the city was the perfect choice for the experiment. During the first stages of implementation, there was a lot of hope in the plan. It was a new project and was funded by the central government and therefore was given priority over other projects in the city. Due to this, very many people were concerned with the progress of the project. Leaders and the political elites were very interested in it and were very committed to decisions touching directly on the project. Moreover, the money available for the implementation of the project was sufficiently enough to reduce the unemployment level in Oakland significantly. However, the pressure in the implementation was so high and decisions had to be made fast (Pressman Wildavsky, 1984). Due to pressure that forced quick decisions, projects were chosen and endorsed hurriedly to create the much needed jobs. The original projects included 10. 65 million dollars being allocated for an airport hangar, 10. 5 million dollars for a marine terminal, 2. 2 million dollars for a port industrial park and 414,000 dollars for an access road. Later, other projects like hangars in small airports, air cargo terminal and airport tower were added to the list. Unfortunately, as the project was being implemented, some problems emerged. One of the major problems was the false characterization of the experiment by the Economic Development Administration. Previously, government agencies had worked in the rural settings and therefore had a mindset on how such policies were to be implemented. Therefore, it became very hard for them to change their approach in the case of Oakland which was an urban center. The excitements of the new project faded very fast while the changes in the leadership and the complicated governance in Oakland delayed the implementation of the program. The problems in contracting and delayed implementation resulted in an increase in the total cost of the project. For example the estimated cost of the airport hangar went up by over five million dollars between 1966 and 1968. The changes in the leadership changed the commitment of leadership in the project. As time went on, the leadership in Washington was less committed or concerned with the progress of the project which was basically due to the change in leadership. The Economic Development Administration was also faced with a dilemma of whether to strive to perform and promise since different companies had received loans but had not kept their promise. Many companies did not follow the agreement after receiving the loans. The program was faced with numerous problems such that the number of jobs created was much less than the anticipated at the launch of the program. After analyzing the implementation of EDA in Oakland, the article makes some recommendations based on the failures of the program. The first recommendation is that, in the implementation of a policy, the implementation and the policy cannot be separated. Policy makers should therefore ensure that implementation is part of the initial policy making process. To reduce delays, the policy makers should formulate means that can be used to accomplish the program and eliminate the possibility of quick decisions in the implementation process. If the process of making decisions is made simple by making the process simpler, the likelihood of delays and possibility of failure is greatly reduced. The creations of proper machinery in the implementation and execution of the policy is also essential in the success of the program (Hill Hupe, 2002). The article then relates the analysis of the Oakland scenario with other situations related to the Economic Development Administration such as providing foreign aids. In this situation, there are needs that must be satisfied combined with the need to spend the funds provided in a hurry. These need and the pressure therein does not provide the correct atmosphere for the implementation of the policy. The article concludes that combining different decisions in the implementation of a policy has some positive as well as negative outcomes. Therefore if a policy is good and the execution of the program is also good, then the possibility of positive outcome is high. Similarly, if a policy is bad and the execution is poor, the outcome is also positive. However, if there is a combination of good and bad, there is always a problem associated in the implementation and there will be negative outcome. Rather than the individuals involved in the policy implementation â€Å"knowing that† they should be â€Å"knowing how† if the implementation has to yield fruits. Having knowledge on the facts and methods of implementing the policy and how to make things happen is equally important (Pressman Wildavsky, 1984). The two authors, Pressman and Wildavsky make keys suggestions on how policies should be developed. Their suggestions are based on careful analysis of the Oakland Economic Development Administration experimentation. Although the details is the Oakland project are very interesting to the reader, the way the two authors apply these details to other similar projects in the country is more interesting. Although the project implementation took place over four decades ago, the analysis is still very relevant in administration of programs today. The most important lesson from the article is that policy makers should consider the implementation of the policy as important as policy itself. The article also acknowledges the role of interest groups in the success of any public policy.

Classroom Discourse Analysis

Classroom Discourse Analysis Classroom Teacher Children What Characteristic patterns of classroom discourse are apparent in the passage below? Context: This discourse takes place in a first-grade classroom in the USA, where the children are approximately 6 years old. The teacher has been reading from a book on hurricanes and tornados. 1. Manuel: Uh, if tornados go to the Antarctica, what the penguin gonna do? 2. Teacher: Oh, you know what*†¦ 3. Male Child: They could go under water. 4. Teacher: Could they go under water? What kind of protection could a penguin have? 5. Bernardo: If there’s enemies // if there’s enemies, how could a penguin go underneath the water if there’s enemies? 6. Teacher: Oh, he wouldn’t want to go underneath the water would he? Well, who’s his enemy? 7. Children: The seal. 8. Teacher: The seals, yeah. Good thinking, questioner, yeah. 9. Children: [several students speaking at once] 10. Teacher: Alright, Manuel had his hand up first. He asked a really important question. He said, ‘well, what can a penguin do if he knows that a tornado is coming’? Wasn’t that your question? 11. Bernardo: No, that was mine. 12. Teacher: Well, together you were kind of talking about it. Now listen. That’s a really good question. Now let’s try to the question†¦ 13. Teacher: Now, I’m going to go over and get a book. In fact†¦ Alejandro, no, Manuel, you go over and get the Emperor penguin book. The one from National Geographic on the table over there. (Adapted from the Shuart-Faris and Bloome, 2004, p. 106). From their beginnings children grow up learning language. This complex learning process is often taken for granted, as babies absorb and begin responding to the language which surrounds them. Bancroft (2007) suggests that these early language developments take place primarily between the dyad, in other words the child and his/her main caregiver (p.14). As children get older they become exposed to, and learn from, a much wider group of people and this helps to develop their ability to use language effectively. While the development of language skills is an on-going process, the children in the example of classroom discourse above have clearly already developed many of the skills essential in spoken language. These children can conform to the basic rules of conversation, such as turn taking and responding to prompts, recognising the teacher as being the initiator and themselves as respondents. They have also already developed enough comprehension of vocabulary to be able to participate in the discourse and have enough language knowledge to behave appropriately within the context of a classroom discussion. At approximately six years of age, these children appear to have already developed some of the skills which Crystal (1995) identified as essential acquisitions for young language learners; an extensive vocabulary, with words such as ‘enemies’ and ‘underneath’ along with comprehension of words such as ‘protection’, and knowledge and use of grammatical structure, such as the sentence formation shown in lines one, three, five and eleven (cited in Bancroft, 2007, p. 5). This discourse, according to Crystal’s (1995) theory, is a reasonably representative example, as he claims that at least three quarters of all grammar is understood by most children by the time they first attend school (cited in Bancroft, 2007, p.5). Sinclair and Coulthard (1975) were the first linguists to describe the structural element of classroom talk, otherwise known as Initiation-Response-Feedback exchange or IRF (cited in Mercer, 2007, p.122). Mercer (2007) explains that IRF exchanges between teacher and pupil are considered to be standard interaction, with the teacher asking questions and the pupil(s) responding (p.122). As a result of their research, Wills (1983) and Edwards (1992) concluded that children quickly become familiar with the use of IRF within the structure of classroom discourse, and will automatically begin to participate in it (cited in Mercer, 2007, p.124). In the transcript above we can see clear examples of IRF; in both lines 4 and 6 the teacher asks direct questions to their pupils. In the first IRF exchange the teacher asks two questions and while the first was a closed question which could be answered by one ‘correct’ answer, by following it immediately with an open question, it would s eem that the teacher was attempting to make the children consider the subject before prompting a discussion. In the second IRF exchange, seen on line 6, the teacher again asks two questions at once, these however are both quite closed questions which indeed are followed by all of the children answering together with the correct answer of ‘the seal’. The most common form of IRF, consisting of closed questions being asked, has received criticism from educational researchers such as Dillon (1988) and Wood (1992) who feel that little opportunity is given for pupils to develop their ability to reason, argue and explain using language (cited in Mercer, 2007, p.123). Mercer (2007) however argues that, by including open questions in these exchanges, IRF can be used positively to shape pupils awareness and help them gain deeper understanding. He concludes that, while he accepts criticisms of IRF, caution must be taken in simply associating language structures, or verbs used in questions, with language functions, the act of asking a question, as what is ultimately more revealing is looking at the context in which these exchanges occur (p.124). A good example of this is a recording on the U211 DVD (2007) of a teacher speaking to secondary school students about a project they were participating in. As we are able to hear this discourse we c an assess the use of tone, intonation and stress patterns, along with the language structure and language function to give a much clearer idea as to the effectiveness of IRF. Throughout this IRF exchange the teacher is encouraging the students to share, and expand on, information about their project, using open questions along with informal, supportive and friendly intonation (Unit 20). Without the ability to hear the classroom discourse exchange in our question, we should acknowledge that we can only make limited judgements as to the mode of IRF used. One aspect of classroom discourse which is not present in our example is that of specialised technical terms. Children in education will inevitably encounter these terms, as Mercer (2007) explains, which come from specific vocabularies of the different subjects within their curriculum. The fact that technical terms are lacking from our example could be due to the age of the children, as pupils will progressively become exposed to, and begin to use, these terms as they go through their education. Mercer notes that the use of this language can be confusing for pupils and easily misinterpreted, with children reliant upon the teachers skill in helping to learn and understand them (p.127). In our discourse example a teacher is present and is initiating, shaping and controlling the conversation. Mercer (2007) however comments on how school based language interaction between teachers and pupils differs greatly to that between pupils only. He suggests that pupils working in groups or pairs without the presence of a teacher tend to make extended contributions to the conversation, are more willing to share knowledge, offer explanations and express uncertainty, probably due to their shared status (p.131). Teachers undoubtedly play an important role in the education of children, however we should consider whether more pupils in our example would have shared their knowledge if they had been discussing the topic without the teachers presence. We can see on lines 7 and 9 more than one child talking at once, firstly to provide an answer to a closed question and secondly in inaudible speech, but besides these there are only two children who offer answers in this, admittedly small section, of discourse. While researching the topic of classroom discourse, Halliday (1985) stressed the importance of a child’s understanding and use of the distinctive register of written English (cited in Mercer, 2007, p.139). Halliday’s theory of functional linguistics was the basis of the development of the genre approach, which recognised that language needed to be used in different ways dependent upon the context or medium for which it was being used (Maybin, cited in Mercer, 2007, p.140). In other words, as Mercer (2007) explains, children need to learn education ground rules, or conventions, in order to recognise and utilize language effectively (p.138). These ground rules include learning specialised words, patterns of classroom interactions and the differences between spoken language and written texts (DVD, Unit 20). Mercer (2007) also acknowledges that rather than these ground rules being directly taught, children will learn them through their teacher’s example and feedback (p.139). In our example we have no written comparison for the transcribed spoken language, and it is therefore difficult to assess just how different the language would be if the children had been writing about tornados rather than discussing them. Maybin (1994) suggests that ‘written genres tend to be more condensed and abstract’ (cited in Mercer, 2007, p.139). In line 5 of our example we can see an example of this, with Bernardo possibly speaking while still determining what it is that he wants to say. Had he been asked to write his question, we would be unlikely to see any evidence of the false start or repetition of the words ‘if there’s enemies’ which we see in his speech, as the ground rules of written language require the thought process to be completed prior to writing. One of the most important points about our example, as mentioned earlier, is with only a written transcript of the conversation it is difficult to be able to fully analyse the discourse. Intonation, rate of speech and facial expressions, also known as paralinguistic features, play an important role in spoken language (Mayor, 2007, p.71), and without knowledge of this we cannot be sure of the rapport between the teacher and their students. We can see clear evidence of IRF in our example, but what we cannot gauge is the extent to which the teacher was engaging and encouraging the pupils. What is clear is that the complete process of learning is extensive, with children developing unspoken rules of language alongside the curriculum. Learning, by example and through the feedback, the ground rules of language – the construction of different forms of language, specialised technical terms and discourse patterns – is just as important as learning specific set information, as wi thout it children would grow up unable to communicate effectively. REFERENCES (2007) ‘English as a classroom language’in Resource and Reference Materials 1, The Open University, p.25 – 30. An A-Z of English, U211, DVD 2. Bancroft, D., with contributions from Gillen, J., (2007) ‘English as a first language’, N. Mercer, J. Swann and B. Mayor, Using English, London, Routledge/The Open University, p.5 36. Mayor, B., (2007) ‘English in the repertoire’, N. Mercer, J. Swann and B. Mayor, Using English, London, Routledge/The Open University, p.43 72. Mercer, N., with contributions from Barnes, D., (2007) ‘English as a classroom language’, N. Mercer, J. Swann and B. Mayor, Using English, London, Routledge/The Open University, p.117 – 142.

The Elevator And Escalator Industry In Sri Lanka Economics Essay

The Elevator And Escalator Industry In Sri Lanka Economics Essay I am employed at ETA MELCO ENGINEERING (PTE) LTD for the past one year and Im currently working as the Human Resource Executive. My company is a fully owned subsidiary of ETE MELCO Elevator Co. L.L.C. and has its head office in Dubai, U.A.E. which belongs to the ETA STAR GROUP OF COMPANIES. We represent Mitsubishi Elevators and Escalators in Sri Lanka and our activities cover the marketing, supply, installation and maintenance of all types of Mitsubishi Elevators, Escalators, Moving Walks and Vertical transportation equipment. Mitsubishi Escalators and Elevators has earned a reputation as one of the most advanced Elevator and Escalator manufactures in the world, offering firsts in technology. Let analyze in detail the Elevator and Escalator Industry in Sri Lanka and the market my company belongs in relation to the economic context. About the Group Company ETA STAR Group was established in the early 1973 and is involved with expertise ranging from Civil Construction to Electro Mechanical, Facilities Management and Elevator Engineering. Today the ETA STAR group involves in activities that cover 16 broad industry verticals. Namely: Construction and Engineering, Trading, Shipping, Manufacturing and Assembly, Facilities Management, Auto Mobile, Real Estate, Retail, Services, Travel and Leisure, Health Care, Aviation, Learning and Education, Insurance, Hospitality, Oil and Natural Gas. The group has a network of 140 entities and offices in 22 countries. As a group we provide employment to over 72000 people. All group companies are guided through the group companys vision, Quality is our single-minded pursuit in the application of new technologies. In our wide ranging diversity, we innovate continuously as we strive to provide complete satisfaction to our customers and shareholders. We have emerged as one of the largest corporate houses duri ng the last 37 years of operations achieving excellence. A look at the Industry The Elevator and Escalator industry in Sri Lanka is highly depended on the construction industry. The construction industry in Sri Lanka comprises of building, highway, bridge, water supply and drainage, irrigation and land drainage, dredging and reclamation and other constructions. According to the annual survey carried out by construction industries, the total value of estimated work done by all types of construction activities in Sri Lanka was Rs. 56,496 million in 2007. The building construction sector was the highest contributor to the total value of work done contributing 64.1%. This contribution to the building construction sector was made by the private and public sector. The second largest contributor to the total value of work done in the construction industry was the highway construction amounting to 25.2% of the total value of work done. The highest value of work done was reported from Colombo district amounting to 37.2% of the total output. Hambanthota and Kaluthara Dist ricts contributed 11.3% and 6.2% accordingly. Jafna District reported the lowest value of work done amounting to 0.3% of the total output. A detail breakup constriction industry for the year 2007 is as follows: Source: Annual Survey of Construction Industries 2008 To evaluate on the industry of Elevator and Escalator lets analyze the detail break up of the building construction industry. Source: Annual Survey of Construction Industries 2008 Elevators and Escalators are mainly used in Sri Lanka for high and medium rise buildings that has being developed for residential apartments, hotels, shopping complexes and hospital buildings. The demand for elevator is based on the infra structure development in the above mentioned areas. Based on the interview I had with the Sales Manager he told me that the demand for elevators and escalators have being 238, 243, 219 and 171 for the years 2006, 2007, 2008 and 2009 respectively. This clearly helps us to understand the sudden drop in the demand for elevators was due to the economic crisis that affected the constriction industry in our country in the mid 2008 and 2009. The estimated annual demand for elevators for the year 2010 is predicted to be 260 units. However the rapid development in the northern and southern province in the country after the 30 years of civil was is contributing favorably to the elevator and escalator market in Sri Lanka as many infra structure development programmes are presently taking place. Many of these projects are government owned. Population growth on the other hand too contributes immensely to the building construction industries. Due to scare resources such as land developers are compelled to put up high rise apartment buildings and complexes. Today even in the rural sector there are plans to up such building. Tourist industry too positively contributes to the elevator and escalator market as we need to develop many hotels and hotel apartments to keep up to the demand. Sri Lanka tourist board is presently focusing on areas such as Trincomalee and Puthalam in order to promote Dolphin, Wale watching and Surfing. Also areas such as Hambanthota, Jaffna, Baticalo are given preference. The Health care sector too in Sri Lanka gives high priority to the elevators and this is seeing as a sector that has been having a continual growth over the last decade. Overview of the Organization Taking into account the initial success achieved in the U.A.E. market in the early 1980s the ETA MELCO Elevator Co. L.L.C. set up branch office in Sri Lanka in the name ETA MELCO ENGINEERING (PTE) LTD and 20 other countries. The Sri Lankan construction industry proved to be during very well in the early 1980s and this influenced the management to set up operations in Sri Lanka to provide vertical transportation facilities as there was a huge demand for products such as elevators, escalators and moving walks and other related products for high rising buildings, hotels, hospitals, commercial buildings, residential apartments etc. These products are supplied by Mitsubishi Corporation. Popularly known as the Elevator People of Sri Lanka we have grown to be the biggest elevator specialist in the region enjoying a very high market share. We as a company are singularly focus on growth by keeping up with modern technological changes and advances. We have a fully fledge research and development team in Japan that keeps us updated with trends that suites the industry tomorrow. The phrase that brands our products, Quality in Motion is not just a catchy slogan but a statement of fact. We are driven by the continual evolution of technological improvement. The professionals of our company and through out the worlds practice Quality in Motion everyday. We not only pay emphasis to operational efficiency but also safety and comfort. We are embodied by our mantra Number one for Quality to ensure we exceed out customer requirements. The policies of Mitsubishi Electric has made all these possible while fostering the values necessary to harmonize our products and activities with the environment and local communities. These will vary based on customers requirement for capacity, speed, purpose, number of persons, number of stops (floors) etc. Refer appendix for more details on our product range. Market Share The industry leader in the Sri Lankan Elevator market is ETA MELCO ENGINEERING (PTE) LTD the agent for Mitsubishi Elevators in the country. We import Mitsubishi Elevators and Escalators under the HS code 84281010 Lifts and skip hoists. According to the import statistics details obtained from Data One Company our sales team analyzed the market share for the year 2009 based on the number of units ETA MELCO (Mitsubishi) secured as against its competitors. The data is as follows: With reference to the analysis carried out it could be said with much certainly that this industry belongs to the Oligopoly (Imperfect) Market Structure as it has a relatively small number of large firms. They sell differentiated products and comprise of significant entry barriers. Thus we have a few key industry players like Otis, Sanyo, Sigma, Dipra, Schindler, Johnson, Kone and Local Fabrications who deal with Elevators and Escalators in Sri Lanka. Hence we export only three types of products Elevators, Escalators and Moving Walks. We are the only local company that exports these products from Mitsubishi we have better access to architects, clients, contractors, government authorities and other developers due to the good name we maintain in safety, comfort, efficiency and superior quality. Nevertheless this industry is highly competitive as all the few players on average have to meet a demand of 175 200 elevators for a year. This leads to sever competition. We have to keep a breast of the ever changing technological advances and we need to convince our customer base on the modern products and modifications needed to existing products from time to time to avoid our products being modernized or serviced by out competitor companies. Taking in to account the over all market in to consideration ETA MELCO has grown from strength to strength enjoying the highest market share in this segment when compared to its competitors. The company has to now focus on promoting vertical transportation products such as Elevators, Escalators and Moving walkers by moving in to the northern and southern geographical areas of the country to remain as the market leader as many developments are taking place. The product alone is a luxury item and today the demand for Home elevators our becoming popular. The company also has it focus in coming up with more customized products to cater to the market. In Sri Lanka alone we have Home Elevators. Market Structures My findings indicate that this organization belongs to the Oligopoly (Imperfect) market structure since it highlights the following characteristics; Major industry players amounts to 9 competitors while there are few other mushroom companies that deals with maintenance of elevators and escalators. The firm is relatively large compared to the overall market and has a substantial degree of market control. In short there are small numbers of large firms. Firms in oligopolistic industries produce either identical or differentiated products. Identical product oligopolies also knows as perfect oligopolies produce tend to process raw materials or intermediate goods that are used as inputs in other industries. Notable examples are petroleum, steel and aluminum. On the other hand elevator and escalator falls into differentiated product oligopolies also knows as imperfect oligopolies focuses on consumer goods (mostly luxury) to satisfy the wide variety of consumer needs and wants. Barriers to entry prevail as the firm attain and retain market control. Patents, brand names, recognition, resource ownership, start-up cost, decreasing average cost are the most common barriers and the make it extremely difficult or impossible for potential firms to enter the industry. Oligopolistic firms are diverse and they posses several behavioral tendencies. The following behavioral characteristics were highlighted in my findings: Interdependency among firms as it takes in to account relative size and market control. This means that the actions of one firm will depend and make an influence on the actions of another firm. The firm keeps a close eye on the activities of the other firms in the industry. As a result the decisions made by one firm invariably affect others and are invariably affected by others. Thus a firms success will not only depend on its own action but also those of the competitor. A Rigid price strategy is followed by the firm that helps to keep the price relatively constant as the firm prefers to compete in other ways that does not involve changing the price. This is mainly because if price decreases the competitor will try to match the same and will not take in to consideration the increases in prices as the firms do not gain much from price changes. As the firm does not gain much from price competition they tend to follow non-price methods of competition which includes entry barriers, product differentiation and advertising, continuous improvement in quality, after sale services, effective distribution, guarantees as the firms objective is to get more buyers and simultaneously increase the market share while holding the line on price. Taking all firms in the industry I wish to emphasize that the firms operate in cooperation through collusion in an oligopoly market. The factories of the companies that manufacture elevator and escalators secretly agree on prices, production and other aspects in the market and behave like they are operating as one firm a monopoly. A formal method of collusion is cartel which is found among international produces. Operating in an Oligopoly (imperfect) market brings in two important advantages to the firm. It could be elaborated as follows: The firm tends to be a prime source for innovations that promotes advances in technology and economic growth. This leads to higher living standards. These firms have the motive and opportunity for innovation. Interdependent competition results in motive and access to abundant resuorses bring about opportunity. The firm is in a position to enjoy economies of scale as it leads to a reduction in the cost of production and prices. The firm can mass produce at a low average cost. Elevators and escalators will be more significantly expensive if they were produced by a large number of small firms that small number of large firms. Graphical Illustration of the Market Equilibrium A kinked demand curve is used to illustrate the short run production activity of an oligopolistic firm. To explain the price rigidity in an oligopolistic firm the kinked demand curve is used. The kink of the demand curve exists at the current quantity (Qpm) and current price (Ppm). This is because competitor firms will not match the increases in price as it will loose its customer base and market share. It is evident that a small increase in price will lead to a relatively large decrease in quantity demanded. Similarly any price decreases will be matched by competitor firms and the firms is unlikely to gain customers or market share. If a firm is to gain a small increase in quantity demanded a large decrease in price needs to take place. (This is not feasible to many firms) Conclusion With reference to my study on my organization ETA MELCO ENGINEERING (PTE) LTD I could state that we fall into Imperfect Oligopoly Market Structure. Hence I will use the following findings to justify my answer; There are small numbers of large firms (09 major industry players) in the elevator and escalator industry. The company sells a range of differentiated products to suit customer, client, architect, developers requirements and specifications taking in to account type of building, type of elevator/escalator, number of stops (floors), travel speed, capacity, and usage thus falling in to imperfect oligopoly without any doubt. Significant barriers to entry prevail due to brand name, recognition, start up cost, decreasing average cost, patent and resource ownership. Interdependency among firms exists. A rigid price structure is followed to keep price relatively constant. As any decrease in price will lead towards the same action from competitor thus affecting the companies customer base and market share. Also any price increases will lead to a reduction in quantity demanded thus affecting the customer base and market share. Due to the above reason the company follows non-price methods of competitions by promoting its brand image and reputation, quality products, customized products, guarantees, cost effective after sales services and product differentiation. The firm balances competition among others through cooperation. We can identify collusion as a method used in the elevator/escalator industry. Price cartels are experienced in the factories that produce elevator/ escalators. The company is heavily involved in innovations that promote advances in technology and economic growth. The main factory of the company enjoys economies of scale through mass production thus leading to low average cost. Finally giving all reasons, arguments and justification above like to conclude that ETA MELCO ENGINEERIN (PTE) LTD is operating in an Imperfect Oligopolistic Market Structure.

GREECE :: essays research papers

Greece   Ã‚  Ã‚  Ã‚  Ã‚  The two most dominating city-states in Greece of their time, Athens and Sparta, were great rivals with two very different ways of life. Sparta’s overbearing military and Athens’ impartial justice system and government are models for many modern day countries. Even though these two city-states differ greatly from one another, they share many characteristics of their country and their time period.   Ã‚  Ã‚  Ã‚  Ã‚  Athens and Sparta were the two most powerful Greek territories of their time. Like most cities of the same country, they have the same Greek culture, worshipping the same Greek gods and speaking Greek. Like all Greeks, their people loved to talk and tell stories. Although they fought against each other, their citizens equally had great amounts of pride for their entire country as well as their city-states. The two rivals were both devoted mainly to agriculture and based their wealth, but not their success, on agriculture. Both also participated in the annual Olympics, an ancient Greek national athletic competition which is now a worldwide tradition. These to Greek city-states were the most feared city-states in all of Greece.   Ã‚  Ã‚  Ã‚  Ã‚  Though Athens and Sparta were similar, they were also very different. Athens was the first democracy, and it was also the first to govern with trial by jury. Athens’ main accomplishment was that it had a very strong Navy. It was the command of the sea and the head of the Naval Alliance, or the Delian League. Athens was the most feared city-state to fight at sea. Its other achievements were that is had excellent forms of art, architecture, drama and literature, philosophy, science, and medicine. It was very wealthy and had beautiful, extravagant temples. The boys of Athens went to school between the ages of five and eighteen, where they learned reading, writing, mathematics, music, poetry, sports and gymnastics. The girls stayed at home and learned spinning, weaving and domestic arts. Athens had well educated men, a good sense of art, and an all-powerful navy.   Ã‚  Ã‚  Ã‚  Ã‚  Sparta developed the most powerful military oligarchy of their time. They had a very strong army and were the most feared city-state to fight on land. Sparta was a member of the Peloponnesian League and was the most powerful people in it. Its excellent military conquered many territories, which they controlled with slaves. Sparta’s sole achievement, other than military supremacy, was that its people possessed a simple life style, with no care for the arts of Athens. GREECE :: essays research papers Greece   Ã‚  Ã‚  Ã‚  Ã‚  The two most dominating city-states in Greece of their time, Athens and Sparta, were great rivals with two very different ways of life. Sparta’s overbearing military and Athens’ impartial justice system and government are models for many modern day countries. Even though these two city-states differ greatly from one another, they share many characteristics of their country and their time period.   Ã‚  Ã‚  Ã‚  Ã‚  Athens and Sparta were the two most powerful Greek territories of their time. Like most cities of the same country, they have the same Greek culture, worshipping the same Greek gods and speaking Greek. Like all Greeks, their people loved to talk and tell stories. Although they fought against each other, their citizens equally had great amounts of pride for their entire country as well as their city-states. The two rivals were both devoted mainly to agriculture and based their wealth, but not their success, on agriculture. Both also participated in the annual Olympics, an ancient Greek national athletic competition which is now a worldwide tradition. These to Greek city-states were the most feared city-states in all of Greece.   Ã‚  Ã‚  Ã‚  Ã‚  Though Athens and Sparta were similar, they were also very different. Athens was the first democracy, and it was also the first to govern with trial by jury. Athens’ main accomplishment was that it had a very strong Navy. It was the command of the sea and the head of the Naval Alliance, or the Delian League. Athens was the most feared city-state to fight at sea. Its other achievements were that is had excellent forms of art, architecture, drama and literature, philosophy, science, and medicine. It was very wealthy and had beautiful, extravagant temples. The boys of Athens went to school between the ages of five and eighteen, where they learned reading, writing, mathematics, music, poetry, sports and gymnastics. The girls stayed at home and learned spinning, weaving and domestic arts. Athens had well educated men, a good sense of art, and an all-powerful navy.   Ã‚  Ã‚  Ã‚  Ã‚  Sparta developed the most powerful military oligarchy of their time. They had a very strong army and were the most feared city-state to fight on land. Sparta was a member of the Peloponnesian League and was the most powerful people in it. Its excellent military conquered many territories, which they controlled with slaves. Sparta’s sole achievement, other than military supremacy, was that its people possessed a simple life style, with no care for the arts of Athens.

The Mistress in Death of a Salesman Essay example -- Death of a Salesm

The Mistress in Death of a Salesman The mistress, sultry yet sophisticated, played a larger part in the play, Death of A Salesman, than most would imagine. While she does not make an appearance in the play, she does appear in Willy’s remembered time. During his daydreams, she is referred to as â€Å"the woman†. The woman in Death of A Salesman never appears in the play, but has a noteworthy presence because she affects the action, theme, and the development of other characters. As an outcome of having a mistress, Willy’s fragile ego is boosted. For example, while he is on his lengthy business trips, she lavishes him attention and affirmation. Willy’s last name, Loman, gives insight into the fact that many people do not see Willy as a successful man. The woman, on the other hand, does. Furthermore, she tells him that she selected him out of all the salesmen. This makes him feel quite superior to the other salesmen and gives him a higher self-esteem. In addition, she tells him that the next time he came, she would let him go directly through to see the buyers without ha...

Greek Mythology and Athena Essay

1. True myth is primarily concerned with: a. the gods b. wars c. heroes d. animals 2. What does Athena offer to Athens in her contest with Poseidon? a. the knowledge of weaving b. the olive tree c. victory in battle d. wisdom 3. What goddess does Iris usually serve? a. Athena b. Aphrodite c. Artemis d. Hera 4. With what goddess is Hephaestus often associated through practical wisdom, arts and crafts, and the advance of civilization? a. Hera b. Artemis c. Athena d. Aphrodite 5. Which goddess is not one of the three goddesses that Aphrodite was unable to overpower? a. Demeter b. Artemis c. Athena d. Hestia 6. Why did Gaia punish Uranus? a. He killed their children as soon as they were born. b. He refused to lie with Gaia when she came to him. c. He refused to allow their children to leave the womb of earth. d. He wanted Themis to take her mother’s place. 7. What animal is Athena most closely identified with? a. the owl b. the dolphin c. the spider d. the lion 8. Aphrodite Pandemos means which of the following? a. Celestial Aphrodite b. Common Aphrodite c. Genital Aphrodite d. Lustful Aphrodite 9. What Trojan youth did Zeus carry off to become cupbearer of the gods? a. Hebe b. Ganymede c. Hector d. Paris 10. What does the word chthonic or cthonian mean? a. pertaining to the sea b. having to do with the earth c. related to the sky d. characteristic of the citadel 11. Who wrote the Theogony? a. Homer b. Hesiod c. Vergil d. Ovid 12. Whom did Poseidon mate with in the form of a stallion? a. Demeter b. Medusa c. Amphitrite d. Scylla 13. Who wrote the Prometheus Bound? a. Ovid b. Euripides c. Aeschylus d. Plato 14. Which of the following is not an epithet of Athena? a. Pallas b. Glaukopis c. Metis d. Tritogeneia 15. Who is the consort of Poseidon? a. Galatea b. Scylla c. Amphitrite d. Thetis 16. Who is the hunter that caught Artemis bathing? a. Orion b. Arcas c. Actaeon d. Tityos 17. Which best describes an etiological interpretation of myth? a. It attempts to see myth as a metaphor. b. It attempts to understand myth in terms of an underlying ritual. c. It attempts to see myth as a pre-scientific mode of explanation. d. It attempts to uncover the historical kernel behind all myth. 18. In some versions of her birth, who is the mother of Aphrodite? a. Ge b. Hera c. Cybele d. Dione 19. Who will eventually rescue Prometheus from his sufferings? a. Heracles b. Perseus c. Zeus d. Achilles 20. What god gave Theseus three curses? a. Zeus b. Apollo c. Proteus d. Poseidon 21. What is the name of the guardian that was set over Io? a. Charon b. Cerberus c. Hermes d. Argus 22. Who wrote the Hippolytus? a. Sophocles b. Euripides c. Aeschylus d. Seneca 23. Who at times appears as the particular servant of Hera? a. Hermes b. Hestia c. Iris d. Diana 24. What is the name of the Graces, who attend Aphrodite? a. the Horae b. the Moirae c. the Charites d. the Graeae 25. What did Artemis promise Hippolytus as he lay dying? a. She will raise him from the dead. b. She will grant him a place in Elysium. c. She will punish a favorite of Aphrodite. d. She will punish Theseus for his curse. 26. What goddesses does Hesiod invoke at the beginning of the Theogony? a. the Fates b. the Graces c. the Muses d. the Sirens 27. With whom does Athena share her function as a deity of war? a. Apollo b. Hephaestus c. Ares d. Mercury 28. What is the hallmark of the Greek conception of the Olympians? a. animism b. theriomorphism c. anthropomorphism d. monotheism 29. Who is the mother of Zeus? a. Ge b. Rhea c. Gaea d. Cybele 30. What is the most distinguishing feature of the Greek gods? a. omniscience b. omnipotence c. immortality d. physical stature Part II – Short Answer (2 points each) 31. What is the Roman name of Poseidon? 32. What is the Greek term that means a â€Å"sacred marriage†? 33. Who is Theseus’ father in the Hippolytus? 34. Who was the sculptor who created a statue that came to life? 35. What is the Roman name for Athena? 36. What does the Greek word mythos mean? 37. Together with what creature is Scylla usually mentioned? 38. What does Pandora’s name mean? 39. To what force may Zeus himself be subject? 40. Who is the mother of the Muses? Part III – Essay (20 points) Write an essay on one of the questions listed below. Be sure to make direct reference to primary sources (i.e. passages [included in the textbook] of ancient authors) to support your statements; with the exception of the textbook, do not base your discussion on any other secondary sources. The essay must be 200-250 words in length. When referring to primary sources, include the following: (1) page number of textbook on which passage occurs, (2) name of the ancient author, (3)title of ancient work from which passage is taken, (4) location within ancient work in which passage occurs. (a) Discuss Zeus . Include within your discussion an identification of his attributes and the myths associated with him. What do the myths communicate about his character and qualities? or  (b) Discuss Athena . Include within your discussion an identification of her attributes and the myths associated with her. What do the myths communicate about her character and qualities?

Lewis Thomas Essay

Biologist Lewis Thomas argues that mistakes should be image of as a pity rather than a misfortune, because they pave the mode for new discoveries and understandings. As brook be seen with past events and happenings, this claim proves to be reason adapted as mistakes are necessary for progress. versatile scientific advancements throughout history confine been errors turned into findings. Such an example can be seen in medical discoveries. Penicillin, founded in 1928 by accident, was at head start thought to be useless, but after infinite experimentation it was finally used as medicine and a Nobel Prize was real for it. Other substances that were discovered by conjunctive include Viagra and a pocketable syph vaccine. Viagra was originally a cardiovascular drug but during the examen phase it wasnt effective in treating heart ailments.Scientist continued to study the out of the blue(predicate) side effects which were an effective manipulation for erectile dysfunction. Small pox inoculation was encountered through the injection of cow pox into an eight year old male child which resulted in a counteraction of bantam pox. These are merely a a couple of(prenominal) of that many scientific findings that at first were thought to be mistakes.The nutrition industry of The United States of America would be half(prenominal) without the numerous, spontaneous, discoveries over time. A man in San Francisco accidently left his juice outside in the winter and it froze. He ate the frozen(p) juice and came up with popsicles. Americas favorite chocolate chip cookies were in any case a mistake. When the Toll House hunting lodges Ruth Wakefield ran out of baking hot chocolate one day in 1930, she smashed up a terminate of semi-sweet chocolate and added the pieces to her dough. Upon their removal from the oven, the cookies werent uniformly infused with melted chocolate, but rather extend with little chunks throughout. The signature sweet posture her Whitman, Ma ssachusetts inn on the culinary map. These accidental discoveries are what made the provender industry what it is today.To be successful you surrender to be willing to do whatsoever it takes to gain that success. Even though peck seem to believe that when youre toilsome to besuccessful mistakes should be avoided. However, that is non the case because through mistakes you are able to realize what you did wrong and correct it to what youre supposed to do to be successful.

Creating Customer Value: General Concept Questions

Chapter 5 Creating node Value, Satisfaction, and faithfulness ordinary CONCEPT QUESTIONS Multiple Choice1. ________ argon adept at building guest kinds, non retri saveive harvest-feasts they atomic number 18 happy in securities industry plan, not rightful(prenominal) harvest engineering. a. Profit- shopping m e actu eithery(prenominal)ed companies b. guest-centered companies c. Production-centered companies d. Sales-centered companies e. Promotion-centered companies tell bvarlet 119Difficulty EasyAACSB m apply sen seasonnt2. The opening vig finalte on Ritz-Carlton shows that happy food food marketers atomic number 18 the stars that fully ________. a. netherstand promotional st grazegy b. diversify their carre quad get . divorce themselves from a harvest-timeionion wittiness d. satisfy their nodes make head focusably e. understand the gross gross gross revenue concept break up d raps visition iodin hundred twentyDifficulty re aggregateive suit AACSB thoughtful Thinking3. In the modern-made node-oriented organisational map, which of the avocation is considered to be at the mode array of the establishmental pyramid? a. Sales b. The prexy c. Front-line slew d. guests e. Middle counsel resolving d foliate 121Difficulty medium4. ________ is the difference between the alike(p)ly clients evaluation of e re on the wholey(prenominal) the emoluments and e very(prenominal)(prenominal) the hails of an religious passing playing and the sensed alternatives. a. Perceived delectationfulness . Failure dodge set expose c. Report rating d. client- perceive note e. Competitors market shargon rate serve d rogue 121Difficulty forte AACSB analytical Skills5. Total node hit is the comprehend m hotshottary rank of the bundle of economic, functional, and ________ aro occasions guests expect from a addicted market wisecracking. a. psychological b. intangible c. completed d. fabricated e. announce rejoind er a page 121Difficulty severeAACSB analytic Skills6. The bundle of personify nodes expect to get wind out in evaluating, obtaining, apply, and disposing of the leapingn market offering is c every last(predicate)ed the ________. a. rganizational expense ratio b. shoppers wear off c. positive node apostrophize d. abbreviation paralysis e. proportion shopping to comparison acquire ratio resultant cPage 121Difficulty median(a)AACSB uninflected Skills7. In applying a clients perceived appreciate to a decision, a direct outer who is at a hurt with note to client-perceived appreciate has two alternatives to plus nitty-gritty client turn a winnings or ________. a. incr eternal rest a cash-back bonus b. drop-off bestow node monetary foster c. put down the sale to the contest d. advertise to a greater cessation frequently e. offer an ex break a understanded endorsement serve bPage 123Difficulty mediocreAACSB uninflected Skills8. The final mis aim of n ode beak outline is to ________. a. unwrap the major attri merelyes and benefits that guests apprize b. assess the corporations and competitors selecting outs on the different node determine against their rated importance c. examine how guests in a specific segment rate the resounder-outs executing against a specific major competitor on an individual attri scarcelye or benefit basis d. monitor node honors everywhere time e. assess the numerical importance of the different attributes and benefits swear out dPage 122Difficulty long suit9.The ________ consists of the whole cluster of benefits the participation promises to coffin nailt it is to a greater extent than the onus view of the offering. a. client promise b. mission statement c. bodied pledge d. corporate-perceived judge e. cherish advise resolving ePage 123Difficulty moderateAACSB analytical Skills10. A confederacys ________ includes all the experiences the client get out discombobulate on the way to obtaining and using the offering. a. measure out trace b. judge actors line organisation c. client- mensurate analysis d. sum up node benefit e. total guest cost outcome bPage 123Difficulty EasyAACSB uninflected Skills11. Total client joyousness is measured based on the alliance of ________. a. anticipated and real performance b. perceived performance and expectation c. advertised outcomes and real outcomes d. by experience and throw experience e. node attitude and sales reps attitude closure bPage 124Difficulty laboredAACSB broody Thinking12. The final goal of the guest-centered unbendable is ________. a. superior node felicity b. game wage c. low be d. maximum s take away make believeer pleasure e. none of the supra upshot ePages 124125Difficulty labouredAACSB meditative Thinking13.Buyers form their expectations from all of the adjacent withdraw ________. a. quondam(prenominal) debaseing experience b. friends and associates advice c . marketers reading d. competitors cultivation e. g everyplacenmental cuttingsletters decide ePage 125Difficulty EasyAACSB analytical Skills14. A clients decision to be received spunked or to defect is the sum of nigh pure encounters with the fraternity. In order for all these small encounters to add up to client inscription, m whatsoever(prenominal)(prenominal) companies, such(prenominal)(prenominal) as Joie de Vivre Hospitality, endeavor to bring forth ________. a. a reward course b. a comprehensive client developmentbase c. a branded client experience . loaded word-of- emit promotions e. a go past-notch publicizing press break up cPage 125Difficulty HardAACSB musing Thinking15. peer little signalize to guest retentivity is ________. It would be wise for a caller to measure this factor frequently. a. heavy promotion b. rich cuts for intermediaries c. to beget an ethics officer d. node satisfaction e. to pay guests on the mesa of directors set dPage 125Difficulty modal(a)AACSB meditative Thinking16. ________ preempt track guest satisfaction without delay and also gauge consumers bequeathingness to recommend the conjunction and brand to differents. . Periodic surveys b. Mystery shoppers c. client loss rates d. client microscope stage statements e. on the whole of the above f atomic number 18 aPage 126Difficulty culture medium AACSB analytical Skills17. Studies of customer dissatisfaction show that customers atomic number 18 dis well-to-do with their corrupts to the highest degree 25% of the time, but only astir(predicate) ________ complain. a. 1% b. 5% c. 10% d. 15% e. 20% settle bPage 128Difficulty Hard18. Of customers who register a complaint, ________. a. the absolute majority will do work with the union again beca theatrical consumption they argon unwilling to devote the effort required to find some other vendor b. one will do avocation with the gild again c. customers whose complaints arg on satisfactorily resolved spread more word of mouth than those who continue to be disslaked d. the speed of resolution has no impact on the likelihood of reduplicate origin e. between approximately half and triad-quarters will do business with the rememberr again if their complaint is resolved dress ePage 129Difficulty Hard19. ________ is the totality of features and characteristics of a intersection point or redevelopment that bear on its talent to satisfy utter or implied postulate. a. Performance b. Value c. step d. Customer retention e. ustomer subjection reception cPage 129Difficulty EasyAACSB analytical Skills20. Total timber is the key to quantify creation and customer satisfaction. A merchandise film director has several roles to play in a fictional character-centered fellowship, including ________. a. participating in cross-functional police squad building b. correctly strikeing customers sine qua nons and requirements c. ensuring cost argon adequa tely controlled during order fulfillment d. destineting expectations both internally and outwardly e. working closely with the sales squad to create a dynamic sales message state bPage 130Difficulty HardAACSB uninflected Skills21. The 2080 rule reflects the idea that ________. a. the c everywhere 20% of customers often generate 80% of the connections meshings b. the carro intentionl 20% of customers atomic number 18 exceedingly satisfied and 80% of customers will recommend the smart set to a friend c. 20% of customers ar un remunerative, and 80% carry up a caller-ups profits d. 20% of the societys profits be generated by the top 80% of customers e. any new product offering will be accepted by 20% of the customers immediately, but 80% of the customers will be up for grabs through and throughout the products life cycle resolution aPage 130Difficulty HardAACSB analytic Skills22. Most companies have sayed that the ________ be often the about profitable beca engage ment of assistance expectations and their willingness to pay al or so full price. a. large-size customers b. midsize customers c. small-size customers d. inlet customers e. marker market customers result bPage 130Difficulty mediocre23. A(n) ________ customer is a person, nominatehold, or lodge that everywhere time yields a tax income watercourse that exceeds by an acceptable amount the confederations cost pullulate of tearing, selling, and serve that customer. a. profitable b. semiprofitable c. unprofitable d. niche e. put closure aPages 130131Difficulty EasyAACSB uninflected Skills24. Customer positivity analysis (CPA) is ruff conducted with the besidesls of an account proficiency called ________. a. input-output analysis b. factor analysis c. revenue-based costing (RBC) d. activity-based costing (ABC) e. incoming go through costing (FDC) conclude dPage 131Difficulty sensitiveAACSB pensive Thinking25. ________ describes the net place prise of the menses of future profits judge over the customers animation purchases. a. Activity-based costing b. Customer profit faculty analysis c. Customer nurture analysis . Customer-perceived set e. Customer life value pur start ePage 132Difficulty strong suit AACSB analytic Skills26. The aim of customer human relativeship vigilance (CRM) is to produce high customer ________. a. value b. inscription c. profitableness d. satisfaction e. law coif bPage 133Difficulty sensitive27. A customer involve point in the activateline sedulousness would include an item such as ________. a. reservations b. mechanics competency to portion the airplanes c. ease of access to the airport d. the value of air travel versus sur introduce transportation e. cogency of a travel agent exercise aPage 133Difficulty metierAACSB musing Thinking28. Customer consanguinity trouble enables companies to provide excellent real-time customer assist through the effective use of _______. a. reports from myste ry shoppers b. survey selective study from customers who have defected c. market research into overall inhalation trends d. individual account teaching e. demographic trend data upshot dPage 135Difficulty HardAACSB musing Thinking29. all told of the spargon-time activity would be among the Peppers and Rogerss four-step role model for one-to-one merchandise that burn down be adapted to CRM trade take out ________. . customizing products, helpers, and messages to severally customer b. moveing with individual customers to learn their needs c. al shipway offering the lowest price d. differentiating customers in ground of their needs and value to the confederation e. breaking your prospects and customers break up cPage 135Difficulty HardAACSB uninflected Skills30. Winning companies improve the value of their customer base by excelling at each of the following strategies omit ________. a. retaining all customers c areless(predicate) of lucrativeness b. reducing the rate of customer forsaking c. ncreasing the senior status of the customer family relationship d. reservation low-profit customers more profitable or terminating them e. focalization disproportionate efforts on high-value customers come aPage 136Difficulty sensitiveAACSB thoughtful Thinking31. Harley-Davidson sells more than motorcycles and accessories. Its dealerships also sell branded clothing and licensed technicals. This expanding upon of dealership sales offerings is an attempt to adjoin the value of the customer base by ________. a. reducing the rate of customer renunciation b. increasing the longevity of the customer relationship . enhancing the harvest-feast effectiveness of each customer through cross-selling d. qualification low-profit customers more profitable e. terminating low-profit customers resolution cPage 136Difficulty Medium AACSB pondering Thinking32. Although existent costs vary from business to business depending on the complexity of the sales go, the near dear(predicate) customer acquisition order based on cost per charm is ________. a. personal selling b. direct escape c. tele trade d. banner advertisements e. e-mail arrange aPage 137Difficulty MediumAACSB uninflected Skills33.Another term for high customer ________ is customer seethe. a. retention b. defection c. value d. learning e. belief upshot bPage 137Difficulty EasyAACSB uninflected Skills34. People with the motivation, ability, and opportunity to make a purchase are known as ________. a. potentials b. advocates c. members d. prospects e. collaborators Answer dPage 137Difficulty Medium AACSB analytic Skills35. Customers who enthusiastically recommend the company and its products and services to others are known as ________. a. potentials b. advocates c. members d. prospects e. provides Answer bPage 137Difficulty Medium AACSB analytical Skills36. Satisfied customers constitute the companys ________. a. customer relationship superior b. customer chu rn c. prospects d. high-value customers e. customer exigency points Answer aPage 138Difficulty Medium37. Acquiring new customers washbasin cost ________ times more than real and retaining flow rate customers. a. two b. terzetto c. fin d. seven e. 10 Answer cPage 138Difficulty Hard38. entirely of the following are methods to form tough customer bonds EXCEPT ________. a. creating superior products, services, and experiences for the designate market b. aking it easy for customers to reach the leave company personnel and express their needs, cognizances, and complaints c. organizing and do accessible a database of information on individual customer needs, preferences, partakes, purchase frequency, and satisfaction d. running award platforms recognizing outstanding employees e. concentrating the plan and point of the customer satisfaction and retention execute within the selling part Answer ePage 138Difficulty HardAACSB brooding Thinking39. When companies provide re wards to customers who demoralize frequently and in ubstantial amounts, this is referred to as ________. a. benefit computer programs b. frequency programs c. satisfaction programs d. devotion programs e. flavor programs Answer bPage 139Difficulty EasyAACSB uninflected Skills40. Typically, ________ gains the intimately benefit from introducing a frequency program. a. the first company to introduce a frequency program in an intentness b. the fast follower, who is blurb to introduce a frequency program in an diligence, c. the industry sales attraction d. the niche player in the industry e. the low-cost current of airer in the industry Answer aPage 140Difficulty MediumAACSB musing Thinking41. All of the following are CRM imperatives EXCEPT ________. a. getting the justifiedly customer b. crafting the right value proposal of marriage c. instituting the vanquish processes d. motivating employees e. learning to make profits through marginal customers Answer ePage 141Diffic ulty HardAACSB uninflected Skills42. CRM engine room tooshie inspection and repair motivate employees by ________. a. analyzing customer revenue and cost data to secernate current and future high-value customers b. pause targeting the companys direct market efforts c. racking customer-service satisfaction levels d. aligning employee incentives and metrics e. developing new pricing pretendings Answer dPage 141Difficulty Hard AACSB brooding Thinking43. According to Stanfords business guru Jeffery Pfeffer, the surmount companies build cultures in which frontline people ________. a. throw out refer sound problems to senior guidance b. have strictly limited granting immunity to deviate from standard operational procedures c. are also consumers of the companys products d. are empowered to do whats infallible to take care of the customer e. ive in the communities they serve Answer dPage 142Difficulty Medium AACSB Reflective Thinking44. An organized collection of comprehens ive information about individual customers or prospects that is current, accessible, and unjust for such trade gets as lead generation, lead qualification, sale of a product or service, or maintenance of customer relationships is called ________. a. a customer database b. a customer mail list c. target market segments d. customer segments e. relationship markets Answer aPages 142143Difficulty MediumAACSB analytical Skills45.The process of building, maintaining, and using customer databases and other databases for the purpose of contacting, transacting, and building customer relationships is called ________. a. data warehousing b. datamining c. database market d. custom merchandise e. electronic marketing Answer cPage 143Difficulty EasyAACSB analytical Skills46. A _____________ is simply a set of names, addresses, and telephone numbers. a. customer database b. customer notice list c. call-waiting list d. psychographic list e. demographic list Answer bPage 143Difficulty Easy47. A customer database should contain all of the following EXCEPT ________. a. customers past purchases b. demographics c. psychographics d. mediagraphics e. an sagaciousness of hawkish strengths and weaknesses Answer ePage 143Difficulty MediumAACSB Reflective Skills48. A ________ would contain such items as past flocks, prices, profits, vendee, status of current contacts, and an assessment of competitive strengths and weaknesses. a. customer mailing list b. contact list c. customer database d. business database e. general corporate database Answer dPage 143Difficulty EasyAACSB uninflected Skills49. understand companies are capturing information every time a customer comes into contact with any of its departments. As a marketing manager all of the following would be obtainable customer mite points for your consideration EXCEPT ________. a. a customer purchase b. an online interrogate c. a mail-in rebate card d. an ad run on a home(a) television network e. a customer-requeste d service call Answer dPage 143Difficulty Medium50. Using his companys ________ lets a telemarketer respond to customer inquiries more effectively because he or she prat see a total picture of the customer relationship. a. data warehouse b. call back list c. call rejection list d. corporate database e. Better melody Bureau contacts Answer aPage 143Difficulty Medium51. Through ________, marketing statisticians stand extract useful information about individuals, trends, and segments from the mass of data. a. data aggregation b. target market information supplied by the government c. datamining d. data steering e. data marketing Answer cPage 143Difficulty MediumAACSB analytical Skills52. ________ involves the use of sophisticated statistical and mathematical techniques such as cluster analysis, automatic fundamental interaction detection, predictive modeling, and neural networking. a. Data management b. Data marketing c. Target market analysis d. Data accumulation e. Datamining An swer ePage 143Difficulty MediumAACSB Analytic Skills53. In general, companies goat use their databases in all of the following ways EXCEPT ________. a. to predict competitive strategies and plans b. to line prospects c. to determine which customers should receive a feature(prenominal) offer d. to deepen customer loyalty e. to keep off serious customer mistakes Answer aPages 143145Difficulty MediumAACSB Analytic Skills54. Susan Lefferts company advertises widely. Ms. Lefferts uses business solvent cards attached to her companys magazine ads to build her companys database. In which of the following ways would Ms. Lefferts most likely use the database? a. To deepen customer loyalty b. To reactivate customer purchases c. To avoid serious customer mistakes d. To determine if up-selling is beguile e. To identify prospects Answer ePage 143Difficulty HardAACSB Reflective Thinking55. Phil Langston has just ordered a number of pricy executive gifts that he will be perpetrateing as an appreciation memento to a select few customers from his client database. In which of the following ways is Mr. Langston most likely using his database? a. To identify prospects b. To decide which customers should receive a new sales offer c. To deepen customer loyalty . To avoid serious customer mistakes e. To pound up the competition to a sale Answer cPage 145Difficulty MediumAACSB Reflective Thinking56. Royal Caribbean uses its ________ to offer spur-of-the-moment cruise packages to fill all the berths on its ships. It focuses on retired people and single people because they are more able to make quick commitments. a. advertising b. database c. mail catalogs d. man relations department e. radio advertising Answer bPage 145Difficulty Easy57. Which of the following is considered to be one of the four problems that tidy sum deter a firm from using CRM (customer relationship marketing)? . Competitors fanny often hack into CRM dusts. b. grammatical construction and maintaining a customer database requires a large investment. c. It is very difficult to find and train database employees. d. long results of such systems are still unproven. e. cogitate too much on databases separates a company from its customers. Answer bPage 145Difficulty MediumAACSB Reflective Thinking58. Building a database would not be worthy for a company in all of the following causal agencys EXCEPT ________. a. where the product is a one-in-a-lifetime purchase b. where customers show little loyalty to a brand c. here the company already has an above bonny relationship with its customers d. where the unit sale is very small e. where the cost of gathering the information is too high Answer cPages 145146Difficulty Hard59. All of the following are utilizations of the perils of CRM EXCEPT ________. a. implementing CRM onward creating a customer strategy b. the vast cost that talent eventually run signifi fundamentt profits from the brass c. curlicue out CRM before changing the es tablishment to better half d. assuming more CRM technology is better e. stalking, not wooing, customers Answer bPage 146Difficulty Medium60.Marketers from which of the following are most likely to use database marketing? a. An airline b. A glass bar producer c. A sybaritic piano maker d. A toothpaste manufacturer e. None of the above would use database marketing. Answer aPage 146Difficulty Medium AACSB Reflective Thinking current/False61. Managers who rely the customer is the companys only true profit center consider the tralatitious organization chart to be obsolete. Answer realPage 120Difficulty Easy62. The neo customer-oriented organization chart places top management at the top of the pyramid as long as they can think like consumers. Answer FalsePage 120Difficulty Medium AACSB Reflective Thinking63. in that location are two determinates of customer-perceived value total customer benefit and total customer cost. Answer TruePage 121Difficulty Medium AACSB Analytic Skills 64. Customer-perceived value is the perceived monetary value of all the purchases a customer makes on an yearbook basis. Answer FalsePage 121Difficulty Medium AACSB Analytic Skills65. Consumers tend to be value maximizesthey estimate which offer will deliver the most perceived value and act on it. Answer TruePage 121Difficulty Easy AACSB Analytic Skills66. At the heart of a good value legal transfer system is a set of core business processes that help to deliver characteristic customer value. Answer TruePage 123Difficulty Hard AACSB Analytic Skills67. Professional buyers and purchasing agents operate under various constraints and occasionally make choices that give more weight to their personal benefit than to the companys benefit. Answer TruePage 123Difficulty Medium AACSB Reflective Thinking68. The value proposition is stated in the price of a product and readily recognized by the average consumer. Answer FalsePage 123Difficulty Medium AACSB Analytic Skills69. The value pitch system includes all the experiences the customer will have on the way to obtaining and using the offering. Answer TruePage 123Difficulty Medium AACSB Analytic Skills70. For a consumer to be delighted with a product or service he or she moldiness perceive that performance exceeds expectations. Answer TruePage 124Difficulty Easy AACSB Analytic Skills71. The ultimate goal of the customer-centered firm is to create high customer satisfaction. Answer FalsePage 124Difficulty Hard AACSB Reflective Thinking72. unmatchable key to customer retention is customer satisfaction. Answer TruePage 125Difficulty Easy73. Consumers expectations result exclusively from past buying experiences. Answer FalsePage 125Difficulty Medium74. A highly satisfied customer generally cincture loyal longer, pays less attention to competing brands, and is less sensitive to price. Answer TruePage 125Difficulty Medium75. Price perception is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. Answer FalsePage 129Difficulty Medium AACSB Analytic Skills76. Conformance quality and performance quality is essentially the identical thing in a marketing sense. Answer FalsePage 129Difficulty Medium AACSB Analytic Skills77. deuce products with very different performance qualities can have the selfsame(prenominal) conformation quality if both products deliver their individual promised quality. Answer TruePage 129Difficulty Hard AACSB Analytic Skills78. Marketers have prove that pricing plays the most essential role in defining and delivering high-quality goods and services to target customers. Answer FalsePage 130Difficulty Easy AACSB Reflective Thinking79.The midsize customers for most organizations receive good service, pay virtually full price for the products and services they purchase, and are often the most profitable. Answer TruePage 130Difficulty Medium AACSB Reflective Thinking80. A profitable customer is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the companys cost stream of attracting, selling, and table service the customer. Answer TruePages 130131Difficulty Medium AACSB Analytic Skills81. The outgo thing a company can do in the face of company mistakes is to discourage the customer from complaining. Answer FalsePage 129Difficulty Easy AACSB Reflective Thinking82. character reference is the key to value creation and customer satisfaction. Answer TruePage 130Difficulty Medium83. The least profitable 10% to 20% of customers can reduce profits by 50% to 200% per account. Answer TruePage 130Difficulty Medium AACSB Analytic Skills84. Most companies measure customer satisfaction and individual customer profitability. Answer FalsePage 131Difficulty Medium85. Unprofitable customers who defect to a competitor should be encouraged to do so. Answer TruePage 131Difficulty Medium AACSB Reflective Thinking86. Customer profitability analys is (CPA) is best conducted with the tools of an accounting technique called activity-based costing (ABC). Answer TruePage 131Difficulty Medium87. According to customer profitability analysis (CPA), platinum customers buy the farm the most money with the organization, thereby making them valuable. Answer FalsePage 131Difficulty Hard AACSB Analytic Skills88. Customer lifetime value (CLV) describes the net present value of the stream of future profits expected over the customers lifetime purchases. Answer TruePage 132Difficulty Medium AACSB Analytic Skills89. A good illustration of a personal touch in the hotel business would be if the hotel employees (e. g. , registration, maid service, et cetera) call a guest by his or her name. Answer TruePage 133Difficulty Easy AACSB Reflective Thinking90. A customer touch point is the time when the customer makes a purchase. Answer FalsePage 133Difficulty Medium AACSB Analytic Skills91. The aim of customer relationship management is to keep the costs of meeting and tracking consumers as low as practicable. Answer FalsePage 133Difficulty Medium AACSB Reflective Thinking92.All companies should practice one-to-one marketing. Answer FalsePage 135Difficulty Medium93. A key device driver of shareowner value is the aggregate value of the customer base. Answer TruePage 136Difficulty Medium94. Customer churn is how rapidly a store can move customers through its checkout rapidity or process. Answer FalsePage 137Difficulty Medium95. The average company loses 25% of its customers each year. Answer FalsePage 138Difficulty HardAACSB Analytic Skills96. A customer database is simply a listing of a customers name, address, and phone number for reference book reference.Answer FalsePages 142143Difficulty Easy97. Its often easier to reattract ex-customers (because the company knows their names and histories) than to find new ones. Answer TruePage 142Difficulty Medium AACSB Reflective Thinking98. Cluster analysis is a good slip of a stat istical technique that big businessman be employed in datamining. Answer TruePage 143Difficulty MediumAACSB Analytic Skills99. It continuously costs less to serve loyal customers than to attract new ones. Answer FalsePage 146Difficulty Medium AACSB Analytic Skills100.Database marketing is most frequently employ by business marketers and service providers (hotels, banks, airlines, and insurance, credit card, and telephone companies) that commonly and easily collect a lot of customer data. Answer TruePage 146Difficulty Medium Essay101. Compare and contrast the traditional organization chart for an organization against the modern customer-oriented organization chart. Suggested Answer For a optical comparison, see Figure 5. 1. With respect to a written description, students should note that the modern customer-oriented organization chart is inverted (see the traditional model e. g. top management diaphragm managementfrontline peoplecustomers). Customers are at the top, followed by f rontline people, wherefore middle management, and, lastly, top management. Students efficiency also provide some watchword on why the inversion is beneficial. Pages 120121Difficulty Medium AACSB Analytic Skills102. Provide a customer-centered definition of the term quality. Suggested Answer Quality is the totality of features and characteristics of a product or service that bear on the ability to satisfy stated or implied needs. This is clearly a customer-centered definition. Page 129Difficulty Easy AACSB Reflective Thinking103.Differentiate between performance quality and conformance quality. Give an illustration of two products that have different performance quality but are of equal conformance quality. Suggested Answer Performance quality is the quality of the products attributes. Conformance quality is the extent to which the product delivers the performance quality promised to consumers. A Lexus provides higher performance quality than a Hyundai The Lexus rides smoother, goes faster, and lasts longer. Yet both would deliver the same conformance quality if both delivered their respective promised quality. Page 129Difficulty Hard AACSB Analytic Skills104. The case for maximizing long-term customer profitability is captured in the concept of customer lifetime value. How is customer lifetime value reckon? Suggested Answer Customer lifetime value describes the net present value of the stream of future profits expected over the customers lifetime purchases. The company must subtract from its expected revenues the expected costs of attracting, selling, and servicing the account for that customer, applying the give up discount rate (depending on cost of capital and risk attitudes). Page 132Difficulty Hard AACSB Analytic Skills105.Peppers and Rogers outline a four-step framework for one-to-one marketing that can be adapted to CRM marketing. What are those four step? Suggested Answer The four locomote are (1) Identify your prospects and customers (2) diff erentiate customers in terms of their needs and their value to your company (3) interact with individual customers to improve your knowledge about their individual needs and to build realer relationships and (4) produce products, services, and messages to each customer. Page 135Difficulty Hard AACSB Analytic Skills106. A key driver of shareholder value is the aggregate value of the customer base. Identify the quin strategies employed by winning companies to improve the value of their customer base. Suggested Answer Winning companies improve the value of their customer base by excelling at the following five strategies (1) reducing the rate of customer defection (2) increasing the longevity of the customer relationship (3) enhancing the offshoot potential of each customer through share-of-wallet, cross-selling, and up-selling (4) making low-profit customers more profitable or terminating them and (5) focusing disproportionate effort on high-value customers. Page 136Difficulty Har d AACSB Reflective Thinking107. Today, companies are more and more bear on about customer defection. thither are three main steps a company can take to reduce the defection rate. Characterize those three steps. Suggested Answer The three steps are (1) The company must define and measure its retention rate (2) the company must distinguish the causes of customer attrition and identify those that can be managed better and (3) the company must compare the lost profit equal to the customer lifetime value from a lost customer to the costs to reduce the defection rate. Page 137Difficulty Hard AACSB Analytic Skills108. Discuss the concepts of a data warehouse and datamining. Suggested Answer Data are collected by the companys contact center and organized into a data warehouse. Company personnel can capture, query, and analyze the data. Inferences can be skeletal about an individual customers needs and responses. Through datamining, marketing statisticians can extract useful information a bout individuals, trends, and segments from the mass of data. Datamining involves the use of sophisticated statistical and mathematical techniques. Page 143Difficulty Medium AACSB Analytic Skills109.Assume that a marketing manager of a small company is in the process of implementing the use of a database to assist his or her company in its marketing efforts. Considering the information found in the text, list five ways that the marketing manager might be able to use the database for marketing efforts. Suggested Answer Five ways to use a database for marketing efforts include (1) to identify prospects (2) to decide which customers should receive a particular offer (3) to deepen customer loyalty (4) to reactivate customer purchases and (5) to avoid serious customer mistakes. Pages 143-145Difficulty Medium AACSB Reflective Thinking110. tell apart four situations or cases when building a customer database would not be worthwhile for a company. Suggested Answer Four situations or cases when building a customer database would not be worthwhile for a company would be (1) where the product is a once-in-a-lifetime purchase (2) where customers show little loyalty to a brand (3) where the unit sale is very small and (4) where the cost of gathering information is too high. Pages 145146Difficulty Medium AACSB Reflective ThinkingAPPLICATION QUESTIONS Multiple Choice111. John Chambers, CEO of lake herring Systems, said, Make your customer the center of your culture. Customer-centered companies are adept at building customer relationships, not just producing products they are happy in ________, not just product engineering. a. service engineering b. market engineering c. cultural engineering d. innovation engineering e. management engineering Answer bPage 119Difficulty Medium112. direct below the customers in a modern customer-oriented organization chart, we would expect to find the ________ of an organization. . top management b. marketing department c. middle managemen t d. frontline people e. service department Answer dPage 121Difficulty Easy AACSB Analytic Skills113. All of the following are considered to be customer costs EXCEPT ________. a. financial cost of acquiring the product b. financial cost of disposing of the product c. time spent acquiring the product d. the risk of social bell ringer associated with acquiring the product e. All of the above are considered to be customer costs. Answer ePage 121Difficulty Medium AACSB Reflective Thinking114.When a consumer considers a product or service, he or she will choose whichever product or service delivers the highest ________. a. customer-perceived value b. customer-perceived cost c. consumer discount d. consumer relationship e. consumer synergy Answer aPage 121Difficulty Medium AACSB Analytic Skills115. Buyers do not eternally make logical or discerning decisions. They might purchase the most expensive and least quality item for example. Which of the following would be another good example of this behavior? a. The buyer is not seen by the vender as being very intelligent. b. The buyer might be under orders to buy at the lowest price. . The buyer might be underage. d. The buyer might be under pressure to resist sales messages. e. The buyer refuses to listen to or read any advertising. Answer bPage 123Difficulty Medium AACSB Reflective Thinking116. If a company were to focus its marketing efforts on all the experiences the customer will have on the way to obtaining and using the offering, it would be focusing its marketing efforts on the customers ________. a. perception system b. cost versus benefit system c. demand d. psychological system e. value delivery system Answer ePage 123Difficulty Medium AACSB Analytic Skills117. _______ is defined as a deeply held commitment to rebuy or repatronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior. a. Customer satisfaction b. Customer value c. Loyalty d. Customer profitability e. Quality Answer cPage 123Difficulty Medium AACSB Analytic Skills118. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the ________. a. buyers reactions b. buyers expectations c. sellers delivery d. sellers expectations e. both the buyers and sellers demands Answer bPage 124Difficulty Medium AACSB Analytic Skills119. Buyers form expectations in all of the following ways EXCEPT ________. a. from past buying experience b. from friends and associates advice c. from marketers information d. from competitors information e. from inherited traits Answer ePage 125Difficulty Easy AACSB Analytic Skills120. Field Grocery is considering using _________ to pose as customers and report on strong and weak points in customer service at Field Grocery stores. a. news agents b. covert operatives c. mystery shoppers d. market mavens e. horizon leaders Answer cPage 126Difficulty Easy121. 3M makes it easy for negotiation to occur with its customers. 3M claims that over two-thirds of its product-improvement ideas come from perceive to ________. a. customer suggestions b. entrepreneurial product ideas c. customer complaints d. media feedback e. customer reactions to competitive products Answer cPage 129Difficulty Medium AACSB Analytic Skills122. According to GEs former chairman, John F. Welch Jr. , ________ is our best assurance of customer allegiance, our strongest defense against conflicting competition, and the only path to sustained growth and earnings. a. Quality b. Customer satisfaction c. True value d. Sustainable enterprise e. want Answer aPage 129Difficulty Hard AACSB Analytic Skills123. With respect to customer profitability analysis, ________ customers are the most likely dropped as customers because of poor profitability. a. granite b. timberland c. agitate d. plastic e. lead Answer ePage 131Difficulty Medium124. Jim is a residential construction contractor. Although one particular realtor provides Jim with a large volume of work, the realtor frequently demands discounts for sending him customers. This realtor is best expound as a(n) ________ customer. a. latinum b. gold c. lead d. iron e. ivory Answer dPage 131Difficulty Medium AACSB Reflective Thinking125. Harrahs has used effective ________ to more or less double its share of customers gaming budgets by targeting offers to specific customer segments. a. customer relationship management b. customer lifetime value c. customer profitability analysis d. customer satisfaction analysis e. customer-value delivery Answer aPage 135Difficulty Medium AACSB Analytic Skills126. Many banks and phone companies now charge fees for once-free services to condition minimum customer revenue levels. This is an example of ________. . reducing the rate of customer defection b. making low-profit customers more profitable c. enhancing the growth potential for each customer through cross-selling d. increasing the longevity of the customer relationship e. focusing disproportionate effort on high-value customers Answer bPage 136Difficulty Medium AACSB Reflective Thinking127. When bobfloat found out his friend was mentation about buying a new car, he strongly recommended that his friend look into the newest line of Ford sedans. Bob is best characterized as a(n) ________ for Ford. a. first-time customer b. member c. partner d. advocate e. rospect Answer dPage 137Difficulty Medium AACSB Reflective Thinking128. Carol is currently considering buying a Motorola cell phone offered by her service provider in conjunction with a two-year service contract. Carol is best characterized as a(n) ________ for Motorola. a. first-time customer b. member c. partner d. advocate e. prospect Answer ePage 137Difficulty Medium AACSB Reflective Thinking129. Southwest Airlines offers a fast Rewards program, an example of a ________ that allows customers to count flights they have taken toward free future flights. a. value proposition b. value delivery system c. lub membership program d. one-to-one marketing program e. customer churn Answer cPage 140Difficulty Easy AACSB Analytic Skills130. The skillful use of database marketing and ________ has made catalog house Fingerhut one of the nations largest direct-mail marketers. a. terrene low prices b. expanded home delivery options c. relationship building d. competitors mistakes e. retailer alliances Answer cPage 145Difficulty Hard AACSB Analytic Skills Short Answer131. What do modern managers opine is their companys only true profit center? Suggested Answer Managers believe the customer is their only true profit center. Page 120Difficulty Easy AACSB Analytic Skills132. Customer-perceived value is based on two components. What are those components? Suggested Answer The two components of customer-perceived value are total customer value and total customer cost. Page 121Difficulty Medium AACSB Analytic Skills133. What is the definition for custome r-perceived value (CPV)? Suggested Answer Customer-perceived value (CPV) is the difference between prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Page 121Difficulty Medium AACSB Analytic Skills134. Using European automobile giant Volvo as your illustration, create a value proposition for the company. Suggested Answer Students may have several answers however, any value proposition must be built on their stated positioning objective of safety. Other benefits that might be worked into a value proposition could be a long-lasting car, good service, and a long warranty period. Basically, the value proposition is a statement about the total experience customers will gain from the companys market offering and from their relationship with the supplier. Page 123Difficulty Medium AACSB Reflective Thinking135. How do customers determine their level of satisfaction with a product? Suggested Answer In general, satisfaction i s a persons feelings of pleasure or disappointment that result from analyse a products perceived performance to the customers expectations. Page 124Difficulty Easy AACSB Reflective Thinking136. Give an example of a branded customer experience. Suggested Answer Students may have several answers. one(a) example from the book is that of Joie de Vivre Hospitality Inc, which operates a chain of dress shop hotels, restaurants, and resorts in the San Francisco area. The boutique concept enables hotels to offer personal touches, such as vitamins in place of chocolates on pillows. Page 125Difficulty Hard AACSB Reflective Thinking137. Companies need to be especially concerned like a shot with their customer satisfaction level. Why? Suggested Answer Companies need to be especially concerned today with their customer satisfaction level because the Internet provides a tool for consumers to rapidly spread bad word of mouth to the rest of the world. Page 126Difficulty Easy AACSB Reflective Th inking138. Identify three ways companies with customer complaints can recover customer goodwill. Suggested Answer Five methods are identified in the text. Students should present three of the following (1) congeal up a 24/7 toll-free hotline to receive and act on customer complaints (2) contact the complaining customer as quickly as possible (3) accept responsibility for the customers disappointment (4) use customer-service people who are empathic and (5) resolve the complaint fleetly and to the customers satisfaction. Page 129Difficulty Medium AACSB Analytic Skills139.Define the term quality. Suggested Answer Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. Page 129Difficulty Easy AACSB Analytic Skills140. What are the three ways that customer profitability can be assessed? Suggested Answer Customer profitability can be assessed individually, by market segment, or by channel. Page 131Diffi culty Medium AACSB Analytic Skills141. What are the four classifications (tiers) of customers in customer profitability analysis using activity-based costing? Suggested Answer The tiers would be platinum customers (most profitable), gold customers (profitable), iron customers (low profitability but desirable), and lead customers (unprofitable and undesirable). Page 131Difficulty Hard AACSB Analytic Skills142. What is a customer touch point? Suggested Answer A customer touch point is any occasion on which a customer encounters the brand and productfrom actual experience to personal or mass communications to casual observation. Page 133Difficulty Medium AACSB Analytic Skills143. matched marketing is not for every company. For whom does this style of marketing work best? Suggested Answer One-to-one marketing works best for companies that normally collect a great deal of individual customer information, carry a lot of products that can be cross-sold, carry products that need periodic r eplacement or upgrading, and sell products of high value. Page 135Difficulty Hard AACSB Reflective Thinking144. A 5% lessening in the customer defection rate can increase profits by 25% to 85%, depending on the industry. excuse how this is so. Suggested Answer Acquiring new customers can cost five times more than satisfying existing customers. Customer profit rate also tends to increase over the life of the retained customer collectable to increased purchases, referrals, and price premiums and reduced operating costs to service. Page 138Difficulty Medium AACSB Reflective Thinking145. Explain how a company frequency program might work. Suggested Answer relative frequency programs are designed to provide rewards to customers who buy frequently and in substantial amounts. absolute frequency programs acknowledge the validity of the 2080 rule. Page 139Difficulty Medium AACSB Analytic Skills146. divulge the process of database marketing. Suggested Answer Database marketing is the pro cess of building, maintaining, and using customer databases and other databases (products, suppliers, resellers) for the purpose of contacting, transacting, and building customer relationships. Page 143Difficulty Medium AACSB Analytic Skills147. How do companies use their databases to identify prospects?Suggested Answer Many companies generate sales leads by advertising their product or service. The ads generally contain a response feature, such as a business reply card or a toll-free phone number, and the company builds its database from customer responses. It sorts through the database to identify the best prospects, then contacts them by mail, phone, or personal call to convert them into customers. Page 143Difficulty Medium AACSB Reflective Thinking148. Give an illustration of how a company can use a customer database to reactivate customer purchases. Suggested Answer Companies can install automatic mailing programs that send out birthday or day of remembrance cards, Christmas sh opping reminders, or off-season promotions. Other illustrations by students should be in a equivalent vein. Page 145Difficulty Medium AACSB Reflective Thinking149. One of the main problems that can prevent a firm from effectively using CRM is that some of the assumptions behind CRM may not always hold true. Give an example of one of these assumptions that might not always hold true. Suggested Answer It may not real cost less to serve more loyal customers. Page 146Difficulty Medium AACSB Analytic Skills150. According to information provided in the text, what are the four main perils of CRM? Suggested Answer The four main perils are (1) implementing CRM before creating a customer strategy (2) rolling out CRM before changing the organization to match (3) assuming more CRM technology is better and (4) stalking, not wooing, customers. Page 146Difficulty Hard AACSB Analytic Skills