The need for humans in the delivery of services in the evolving hospitality industry Essay Example for Free

The need for humans in the delivery of services in the evolving hospitality industry Essay Assignment overview: To write an academic and speech report, encouraging student creativity. Overall aim: The student is to consider how he/she would imagine the evolving role of humans in the service delivery process in the hospitality industry based on historical research, contemporary thinking, and future predictions. Learning outcomes (from the CRS): 1. define the principles and practices of marketing management as related to service management. 2. analyze the nature of services marketing within the hospitality industry. 3. recognize opportunities for research that can be applied in a marketing consulting environment. Organization methodology: Imagine that you are about to give a conference address to a high level audience from the industry. Your address is titled: The need for humans in the delivery of services in the evolving hospitality industry† Consider how you imagine the evolving role of humans in the service delivery process in the hospitality industry based on historical research, contemporary thinking, and future predictions. Your conference speech is to be supported by an academically written paper which will underpin your  actual address. You therefore need to submit (a) an academic paper and (b) a speech (in the appendices). The speech can be written in any style you wish based on the readership, e.g. conference delegates and media. However, it needs to be professionally presented and be coherent with the academic paper. The academic paper needs to: i. include some of the following terms: culture, creativity, destruction, disruption, experiences, industry examples, innovation, key writers, perceived risk, relationships, the service offer, and any relevant theoretical models; ii. have a standardized front cover sheet with the statement of authorship, with page numbers, using 1.5 spacing, with a clear and tidy font style and size; iii. follow Glion academic conventions (e.g. APA referencing, good scholarly writing, etc); iv. be submitted through the Turnitin link on the course site in Moodle, and submitted to Reception between 13h00 and 15h00 both on 30th April 2014. Your academic paper will be graded using the Glion Graduate School Assessment Criteria (overleaf), with 20% for each criterion. Think carefully what the 5 criteria within KASAP will reward! Word count: Paper – 1600 words Speech– 2000 words (in appendices, and also available for conference and media distribution – think of your audience!) Resources available: Library resources as well as any academic article on Moodle, that is relevant to the topic. Add the performance benchmarks with weights for each graduate skill assessed Graduate skill assessed Below standard 70 – 79% 80 – 89% 90 – 100% Weight Knowledge Inadequate facts or concepts collected. Limited in scope and very descriptive in style. Knowledge irrelevant for purpose. Develops and demonstrates a limited depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working towards current limits of theoretical research or understanding. Develops and demonstrates great depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working at current limits of theoretical research or understanding. Develops and demonstrates an excellent depth of knowledge in a complex and specialized area or interdisciplinary area and/ or applied areas where they are working at current limits of theoretical research or understanding to challenge contemporary thinking or paradigms. 20% Analysis Data has not been sufficiently well analyzed to draw appropriate conclusions. Argumentation and discussion is very limited or shows a lack of understanding of the evidence collected. Demonstrates limited ability to deal with complexity and scope in the knowledge base where the applications of paradigms, concepts and theory have not been sufficiently developed. Limited selection of tools and techniques for problem solving. Deals with some levels of complexity and applies concepts, theory and paradigms. Clearly recognizes lacunae and/ or contradictions in the knowledge base and makes appropriate selection of tools and techniques for problem solving. Deals with complexity and applies a wide range of concepts and theory where lacunae and/ or contradictions in the knowledge base have been clearly identified and discussed. Makes appropriate selection of tools and innovative techniques for problem solving. 20% Synthesis and Creativity Unable to find, categorize idea and rely information in an acceptable way for  this level. Synthesizes some information/ ideas and creates a more limited redefinition of existing knowledge with limited scope to new situations. Autonomously synthesizes information/ ideas and creates responses that expand or redefine existing knowledge and/ or develop new approaches to new situations. Autonomously synthesizes information/ ideas and creates responses that challenge existing knowledge and/ or develop innovative solutions to new situations. 20% Application Lacks originality in the application of knowledge in professional level context. Applies a very limited range of professional skills and shows no understanding of how the outcomes of work in the area may be applied. Demonstrates some originality in the application of knowledge in professional level context. Applies a limited range of professional skills and shows some understanding of how the outcomes of work in the area may be applied. Demonstrates originality in the application of knowledge in a variety of professional level contexts. Applies a range of professional skills and reflects on current practice. Shows an understanding of how the outcomes of work in the area may be applied, to inform judgments to the development of practice. Demonstrates originality in the application of knowledge in a wide and often unpredictable variety of professional level contexts. Applies a significant range of complex professional skills, practices and techniques and reflects on and subsequently mo dified practice. Shows an understanding of how the outcomes of work in the area may be applied, to inform judgments and make original contributions to the development of practice. 20% Presentation Does not meet a number of key requirements and fails to follow an acceptable style. Often unclear and untidy Organized and coherently structured work. Presents ideas to facilitate comprehension in an orderly manner with acceptable referencing and minor errors of detail. Work coherently and comprehensively organized and structured. Presents ideas with considerable attention to detail which facilitates effortless comprehension in an orderly  manner and accurate referencing. Presented work with exceptional clarity that demonstrates ability to attend to all detailed aspects of organization and structure of discussion and all supporting evidence. The work has the qualities consistent with published material. 20% Plagiarism: Plagiarism is the act of presenting another’s ideas or words as one’s own. Cheating includes, but is not limited to, the intentional falsification or fabrication of any academic activity, unauthorized copying of another person’s work, or aiding and abetting any such acts. Particular care must be taken when presenting information that has been obtained from an internet site. Should this information not be correctly referenced then you are guilty of plagiarism and will be penalized accordingly. Statement of authorship Following the title page of your assignment there should be a page on which you sign a statement that the work included in the assignment is your own work except where appropriately referenced. The following statement should be included in your assessment Statement of Authorship I certify that this assignment is my own work and contains no material which has been accepted for the award of any degree or diploma in any institute, college or university. Moreover, to the best of my knowledge and belief, it contains no material previously published or written by another person, except where due reference is made in the text of the work. I also understand that under no circumstances should any part of this assignment be published, including on the internet, or publicly displayed without receiving written permission from the University.

Gerard Manley Hopkins :: essays research papers

Gerard Manley Hopkins Everyone is destined to be great for a moment in their lives. For Gerard Manley Hopkins this was difficult. Gerard was a poet that came way before his time and people didn't realize the power he had with words. Gerard Manley Hopkins was one of the most original poets to write in English at any time period. He only lived for 45 years and only had three of his poems published during his lifetime. Gerard was torn between his love of God and his love of poetry. Gerard Manley Hopkins, born on July 28 1844, was the eldest of eight children of a London marine insurance adjuster. Besides writing books about marine insurance Gerard's father, Manley, also wrote a volume of poetry. His mother on the other hand was a very pious person. She was actively involved in the church and impressed her religion on Gerard. He attended Highgate School where his talent for poetry was first shown. Some sources say he won as many as seven contests while enrolled at Highgate. Gerard in 1864 enrolled at Balliol College, at Oxford, to Read Greats (classics, ancient history, and philosophy). At this time in his life he wanted to become a painter, like one of his siblings. His plans changed when he, and three of his friends were drawn in to Catholicism. He was received by the Church of Newman in October of 1866. After having taken a first class degree in 1867, he taught at the Oratory School, Birmingham. Two years later he decided to become a Jesuit when he burned all his verses as too worldly. When he entered as a Jesuit he wrote no poems. although the though of crossing the two vocations constantly crossed his mind. Then in 1875 he told his superior how moved he felt by the wreck of the Deutschland, a ship carrying five nuns exiled from Germany. His superior expressed his wish that someone would write a poem about it. Hopkins having his motive wrote his first major work. He sent his poem to long time friend Robert Bridges who was put off by the poem and called it ''presumptuous juggelry.'' But Hopkins stood his ground, knowing he had something of worth. His poem brought together his own conversion and the chiefs nun's transfiguring death. God's wrath and God's love with the face of an epigram. Hopkins faith was a source of anguish. He said he never wavered in it, but that he never felt worthy of it. Hopkins felt that language must divorce itself from such archaisms as ''ere,'' ''o'er,'' ''wellnigh,'' ''whattime,'' and ''saynot.

The Greek Polis

The polis is the city-state of ancient Greece where Greek politics, commerce and creative culture was centered. It developed from the Archaic period and is considered the ancestor of the terms city, state and citizenship. It was the central urban area that may have some degree of rule over the surrounding countryside. Among the Greek polis were Athens, Thebes and Sparta which were considered independent with each other. The polis is typically bounded around a citadel or an acropolis and would essentially have a market called the agora and would usually have one or more places of worship and a gymnasium. The Greeks considered the polis or city-states as a unique institution because in ancient times, it was the first gathering of people wherein the rulers or officials were elected by the people and laws were passed. Although the polis was composed of several tribes or demes, it was ruled not by a particular king or oligarchy but rather considered as a political entity ruled by the inhabitants or citizens themselves. To some extent, there is a high degree of citizen involvement and participation in the management of the public organization in a polis. The polis was considered as the most significant contribution in politics of the Greek people. The fundamental difference between the ancient Greek polis and a modern day country city like that of Western Europe or America is that the Greeks did not consider the polis as under any sovereignty while a modern age city is necessarily under a sovereign country or state. In other words, the polis is an autonomous entity while a modern city is positively positioned in a sovereign state. The polis is not identified by territory but rather by the citizenship of its people whereas a modern city is generally set apart by land area and population. Their similarities lie greatly in them being both centers of commerce, artistry, politics and the melting pot of state development.

Book Review Share Jesus Without Fear Essay

ABSTRACT Share Jesus Without Fear by William Fay with Linda Evans Shepherd was written to inform the reader how important and how to share your faith with people. It is a book that tries to motivate and teach believers to be successful in sharing their faith (the gospel) in a simple but effective way. The author believes very strongly that â€Å"the success of sharing one’s faith is not about winning or bringing souls (people) to Christ it is all about obedience through faithfulness of the Christian (believer).†1 He reminds us that we cannot save people; the only thing we can do is share the gospel, our faith and leave the rest to the Holy Spirit. Therefore, the author tells us that the only way to fail in evangelism, sharing one’s faith is if we fail to share – the sin of silence. In other words The author goes on to state that as few as 5 to 10 percent of the people in the average church have shared their faith in the past year and that means that 90% of us have chosen the sin of silence.2 The sin of silence means exactly what it says, â€Å"instead of sharing your faith you keep silent.† He goes on to divide people into two groups: 1) those who talk about the  lost and 2) those who talk to the lost.3 The author goes on to inform us of reasons why people don’t share their faith and then he removes all excuses by stating that one must drop the excuses and practice obedience to the Great Commission.4 The author then discusses the need to overcome fear when sharing one’s faith. The author then gives five simple â€Å"Share Jesus† questions that aid in starting a conversation that can be directed to an opportunity to share the gospel. The author goes on to explain each of these questions. By asking these questions Fay states the conversation can be easily steered towards Jesus Christ because these questions allow people to give their opinions freely. Once the door is opened to share, Fay then gives selected passages of Scripture that are to be used during the second step of evangelism. Let the Bible speak for itself. Fay’s main concept in this step is to have the person read the scripture aloud for themselves then ask them what it means to them. This gives them the Holy Spirit a chance to use their own voice to speak to their own hearts. If the person does not explain the scripture correctly, Fay asks them to read it again until they get the correct meaning. The author again reminds us that God will work through his word and that we do not have to try and do the work for him, God is God alone and will use the Holy Spirit to work in the person’s life. Finally, at the end of the book, Fay discusses the most common objections to accepting Christ, as well as giving suggestions how to overcome these objections when one is faced with them. In conclusion, the book is about sharing Jesus without fear. Being in obedience. It is about how to overcome fear in evangelism. The author uses many personal experiences as examples, which I found to be supportive of his method of evangelizing. The author stresses the importance of sharing one’s faith and that every believer should be aware of committing the â€Å"sin of silence.† CONCRETE RESPONSE When the book spoke of fear of sharing one’s faith, it reminded me of one of my personal life experiences at the beginning of my walk with Christ. In the beginning, I had the thought that I was not good enough to share Jesus  with anyone. After all, before being saved I was a drug addict, criminal and a prostitute. I always thought how I could even be worthy enough to represent Christ let alone speak about him. Part of the reason I felt this way is I could not forgive myself for prostitution. Thanks to my mentor, Lisa the woman who helped me come back to Christ knew I was having difficulty in sharing my faith with people because of this, ministered to me and through scripture (Romans 10:9-10 and Psalms 103:2) that Christ has saved me from every sin and remembers them no more. I learned that I am a new creation in Christ Jesus and am worthy to represent him. God showed me that I am more than good enough to share the gospel with others and because of what I have went through i n life I can give a better testimony of what God can and will do because he did it for me. Praise God I overcame the spirit of not being good enough and now I share my faith with anyone who will listen. REFLECTION As it relates to the book, I found the book to be very encouraging in sharing one’s faith. Fay firmly believes that everyone should be sharing his or her faith. I agree with this that every believer should be sharing Jesus with someone. The book for all practical purposes does outline a simple way to share faith. It gives detail on how to initiate a conversation, how to overcome fear and objections, how to use scripture and how to let the Holy Spirit have control. The author reminds us that we are not the ones who is saving people only God can do that and that all we have to do is not keep silent about Christ. I liked the way Fay uses Scripture to back up his approach and how he used examples of his personal experiences. However, one thing that I believe could have made the book helpful especially for those who have had rejection in sharing their faith would have been the mention of more personal experiences where rejection was the result. This would have helped the reader rel ate to rejection, as they would have read actual experiences of rejection that would help encourage them in the same situations. On the other hand, maybe Fay did not mention more rejection experiences because as he states throughout the book one cannot fail when sharing one’s faith. As long as one is willing to share and not keep, silent God can work with it. I have to say that until I read Fay’s book I did not think of not sharing one’s faith as the â€Å"sin of silence.† Now I can  see that it is a sin to be silent because God does tell us to witness, and share the gospel and if we are in disobedience in this area then we are sinning – whether intentionally or not. I also agree with the follow up advice Fay gives after someone receives Christ. Do not let them be on their own, find a church for them to be involved in so they can continue to grow in their relationship with Christ. Too many of us lead someone to Christ then we leave him or her to fend for himself or herself. Should not be! What I took from the book is the importance of evangelizing and sharing one’s faith. Not to be fearful and look for every opportunity to share Christ. I also learned that this is what all believers are called to do and if we do not then we are committing the â€Å"sin of silence.† We all need to be aware of people around us who need Jesus and take every opportunity to share Christ with them. ACTION This book has enlightened me in some areas that I need to improve in my life. I do evangelize whenever the opportunity arises but there are times that, I get so busy I do not notice those around me in everyday situations. In everyday situations, I do sometimes find it difficult to start conversations where they can be directed to sharing Christ. Therefore, I do like the approach Fay gives in his book. I also like the suggestion of a prayer list of actually writing down people’s names that we should be praying over. As a minister, I have people asking me to pray for them and sometimes I am guilty of forgetting their names when I am in prayer. A prayer list would help me remember not only those I should pray for but those who have asked for prayer. The book had many suggestions that I will start using. In the future, I plan to be more aware of people around me especially in everyday situations. Start to use some of the Share Jesus Questions and Scriptures Fay uses to direct conversations toward sharing Christ. I am going to start writing a prayer list that will enable me to remember those that need prayer and to pray for them diligently. I also plan to get a small pocket Bible with the Share Jesus Questions and Scriptures and have it with me at all times that I can be prepared when opportunities arise to share Christ. I believe this is a necessary change for me. It makes sense  that we need to be ready in any given situation to share Christ and many of us does not carry a big bible with us everywhere we go whereas a small pocket bible we can. I never thought of this until reading this book. This is what Fay does and it seems like a perfect solution to having scripture with you at all times. In conclusion, I have a better understanding and I am more encouraged in the area of sharing my faith and evangelizing. I really enjoyed the book and found it helpful in teaching other methods of evangelism than I have done. It has been encouraging to me to continue evangelizing wherever and whenever the opportunity arises not only then but also to look for those opportunities because opportunities to share can be often missed if we are not looking for them. As believers we need to share our faith and the gospel of Jesus Christ. Bibliography Fay, William with Shepherd Linda Evans. Share Jesus Without Fear. Nashville, TN: B&H Publishing Group, 1999.

The customer interaction systems Essay Example

The customer interaction systems Essay Example The customer interaction systems Essay The customer interaction systems Essay A reasonable budget to be put for this purpose, to support the reward system, and to push the wheel of motivation a head. In an organisation like a call centre, it is necessary to have suitable, flexible and motivated policies, in order to make the environment less stressful to the staff working in that organization. The theories discussed above provide different ideas and manners towards that. Maslow and Herzberg would appear to be perfect theories, due to the flexibility and the rewarding conditions in them. While McGregor theory seemed to be unsuitable to apply due to the hard system adopted by the managers in managing the organisations. Different views might rise regarding which theory to adopt, specially from the decision making groups in the organisation who would be able to decide the best option, in order to improve the performance of their organisation taking to account that there will be individuals to be affected by their decision, which subsequently would affect the productivity of both organisation and staff. It is important to solve the new trainees or inexperienced staff by holding a training programmes to introduce the new trainees, or to increase the experience to the current (CSRS) Taylor believed the need to ensure that the best person to do the job is selected and the training of those selected to follow the procedure derive scientifically. The design of a rewards and recognition program for a call centre needs to include an assessment of call quality evaluations, the number of calls handled, accuracy of information, sales-related targets (if appropriate), and bonuses for the achievement of targets or quality assessments. Team leaders and the call centre manager should also be included in the program as they are ultimately responsible for driving the overall performance of the. In addition, a reward and recognition program should not only encourage individual performance, but should also promote team performance. It is essential to achieve a balance between individual and team performance, without comprising team harmony and the overall quality of service delivery. The program can include incentive awards for example of outstanding customers service, the most number of calls taken in a week, and team member of the month as judged by other call centre staff or manager. Rewards offered for performance may include both non-cash bonuses and monetary incentives. Ultimately, the rewards and recognition program should be used to encourage desirable behaviours and the attainment of specific results. It is important that staff have some input on appropriate incentives. A specific budget should also be allocated to the call centre manager. Overall, call centre should have a planned and structured approach to recognising desired performance both on an individual and team level. Motivation can be raised by changing from a pure cost-saving culture, to one where the focus is on adding value to the customers experience. This involves a change in style. Fulfilling customer need and enriching that interaction becomes more important than simply minimising the time of the call and the productivity of call centre staff. This, in turn, demands a new style agent who becomes a multi-skilled customer manager (3). Technology, too, can help in this area. Ensuring that agents have as much relevant knowledge of the customers and their requirements as possible enhances customer satisfaction. Organisations also need to ensure that customers find it easy to work with the call centre for example, by ensuring that they are only asked to provide information once. The effective use of good computer telephony integration enables the operator to service the call in a way that impresses the customer. With todays technology, there is no reason why any company cannot do this and, of course, it will improve the job satisfaction of call centre staff. The other big technological issue is the Internet. Call centres need to be integrated in the customer interaction systems that will become the norm for most companies.

Joes Monologue From Great Expectations

Joe's Monologue From Great Expectations The novel Great Expectations by Charles Dickens is filled with memorable characters from all sorts of economic classes. Joe Gargery is a blacksmith and the brother-in-law of the novels main character, Pip. Pips life begins humbly, but due to some amazing circumstances, he acquires a fortune from a mysterious benefactor. Pips young life changes from that of an apprentice blacksmith to a gentleman, one who can afford to idly spend his time (and money) in Londons high society. Context of Joes Monologue In the monologue below, Joe has just paid a brief visit to see Pip in London. However, he plans to return to the country because the city life and its social complications do not suit him. In his touching farewell speech, he shows a keen self-awareness and an understanding of societys expectations. Although this monologue is taken from the actual novel, there have been many stage adaptations of ​Great Expectations. The following speech is ideal for actors playing an age range between early 30s and late 50s. Joe Gargerys Monologue From Great Expectations Pip, dear old chap, life is made of ever so many partings welded together, as I may say, and one mans a blacksmith, and ones a whitesmith, and ones a goldsmith, and ones a coppersmith. Diwisions among such must come, and must be met as they come. If theres been any fault at all to-day, its mine. You and me is not two figures to be together in London; nor yet anywheres else but what is private, and beknown, and understood among friends. It aint that I am proud, but that I want to be right, as you shall never see me no more in these clothes. Im wrong in these clothes. Im wrong out of the forge, the kitchen, or off th meshes. You wont find half so much fault in me if you think of me in my forge dress, with my hammer in my hand, or even my pipe. You wont find half so much fault in me if, supposing as you should ever wish to see me, you come and put your head in at the forge window and see Joe the blacksmith, there, at the old anvil, in the old burnt apron, sticking to the old work. Im aw ful dull, but I hope Ive beat out something nigh the rights of this at last. And so GOD bless you, dear old Pip, old chap, GOD bless you!

Field Research Essay Example | Topics and Well Written Essays - 750 words

Field Research - Essay Example There is no denying the fact that a majority of the top models were affiliated to a few select brands like HTC, Samsung, Apple, Nokia and Blackberry. The Smartphone available at this store evinced a range of features and applications. The Samsung Galaxy S4 happened to be a really top end phone that offered varied flexible possibilities like the option to use microSD to expand the phone memory. This model was virtually an Android powerhouse. The phone came with an eye tracking and Smart Scroll feature that allows scrolling while looking at the screen while keeping the phone a little tilted. There is a smart pause features that pauses the video being played if the user is not looking at the screen. The Air View feature allows implementing advanced functionality by holding or swiping a finger or a hand slightly over the phone. Group Play feature allows for an ad hoc sharing of files between Galaxy phones as is the case in multiplayer games and also facilitates music streaming specifical ly in Galaxy S4 phones. Truly speaking this phone came with a range of advanced features. Apple iPhone 5 also happened to be a top class phone that promised multiple advanced features. ... With its advanced wireless technology, Apple iPhone 5 connects to more networks around the world. The speed is remarkable that allows for a hassle free browsing, streaming and sharing. The phone comes with the new A6 chip that is very powerful, without taxing the battery anymore. HTC One happened to be a Smartphone that came with a range of features not available in other Smartphone. It came with a 4MP UltraPixel Camera that happened to be the best in its class. HTC One runs on Android 4.1 (jellybean) however its user interface is way apart from the regular Android user interfaces. This model has done away with the standard Android hardware button layout and the device could be readily navigated with the help of only two keys. The BlinkFeed feature is really unique as it indeed boosts content sharing, and social media integration. The phone comes with two powerful frontal speakers. The phone comes equipped with an infrared based blaster that allows it to act as an extension to the us ers’ TV. The price of the Smartphone available at this retail outlet varied from as low as $97 for the Blackberry Bold 9650 (without contract) to as high as $605 for Galaxy S4 (without contract). No wonder the price variation in the market for Smartphone is high and a consumer really gets confused as to the brand one can chose. The special thing that was noticed in case of most of the Smartphone models was that packaging and display evinced a hallmark of marketing astuteness. In most of the models the packaging happened to be sleek and was mostly intended to enhance the aesthetic appeal and to allow for easy display and stacking in the stores. In terms of the packaging, most of the brands made it a point to appear innovative and unique. In the Smartphone market there