Macbeth †How Shakespeare presents the characters in Act 3 Scene 1 Essay

How do their words musings and activities make the scene such a sensational and significant scene in the play? In most of Shakespeare’s arrangements, Act 3 typically comprises, as far as setting, the most significant scenes in the play. Macbeth is the same; Act 3 and specifically Act 3 Scene 1 is the point in the play where occasions are quickly working to an emotional and awful peak. In the past scenes the crowd saw the savage death of the much adored King Duncan by Macbeth followed by the (said/referenced) murderer’s unavoidable political race as ruler. In a recorded setting, the overall population at the hour of the production’s discharge would have comprehended the criticalness and reality of Macbeth’s activities more so than cutting edge crowds. Regicide was not just observed as a shrewd demonstration against lord and nation yet additionally against God. The Divine Right of King’s was broadly accepted; which expressed each ruler is chosen by God and has sole right to the seat (usurper). All the more outstandingly, veritable dangers, for example, the Gunpowder Plot against the ruler at that point, King James I, made the homicide of King Duncan progressively conceivable as well as something crowds could really identify with. Act 3 Scene 1 begins with a censuring talk by Banquo. He imparts to the crowd his solid allegations in regards to the way where Macbeth has become King Speaking perilously of double dealing and treachery, ‘Thou played’st most obscenely for’t’, Shakespeare keenly adjusts Banquo with the crowd and in doing so stresses the stunning idea of King Duncan’s murder. In the speech there is likewise a reference to the witches’ expectations for Banquo’s relatives, ‘myself ought to be the root and father of numerous rulers. ‘ This line would have been of incredible enthusiasm to King James I as it recommends he is a relative of Banquo. A few pundits contend that Shakespeare composed Macbeth to compliment the new ruler. The immediate connection among Banquo and King James is implied a couple of times during the play. Add this to the reality Shakespeare modified Holinshed’s rendition of occasions that were composed years sooner then you could be confused with concurring with the pundits. Shakespeare made Macbeth exclusively liable for Duncan’s murder when really Banquo was an accessory to the homicide. Glad to be in their new job, Macbeth and Lady Macbeth welcome Banquo magnificently, ‘here’s our main visitor. ‘ Shrewdly, they endeavor to cause Banquo to feel significant and very much valued, ‘If he had been overlooked, it had been a major hole in our extraordinary feast.’ However this was every one of the a major demonstration, as the crowd was going to discover. I envision in this piece of the scene Lady Macbeth’s presentation would have been great and lofty as though she adored her new job. All things considered, she had at long last accomplished what she and her better half had consistently longed for, ‘My dearest accomplice of greatness.’ Shakespeare clarifies that Macbeth is presently ruler by modifying somewhat the manner by which Macbeth carries on and addresses others. He uncovered a kinder, all the more welcoming perspective to his character by facilitating a gala, ‘Tonight we hold an incredible banquet and I’ll demand your presence.’ The action word demand is critical in light of the fact that it infers the invitational is discretionary, anyway I don’t accept anybody would divert down a proposal from the King as there might be not kidding outcomes. Macbeth keeps on looking into Macbeths proposed venture which makes the crowd presume that Banquo may be at serious risk. Seemingly for the absolute first time in the play, we witness the wicked and tricky character of Macbeth. Shakespeare utilizes a mix of incongruity and blandishment in his composition to conceal the reality Macbeth is quite investigating Banquo, ‘fail not our feast’ and ‘Ride you this afternoon’ are two instances of this. The statement ‘fail not our feast’ is unexpected in light of the fact that the crowd have been discretely made mindful that Macbeth means to have Banquo killed while he is out riding and will in this way not return for the dining experience. In the wake of excusing Banquo, Macbeth settles on a fairly strong and astounding choice to do likewise with his better half, ‘Till dinner time alone, while then God be with you.’ I accept this to be the point in the play where the tide changes. As of recently, it has been Macbeth who has depended intensely on his significant other. He counseled everything with her. In any case, since he at long last has the crown upon his head, I think he feels that she has nothing left to offer. Actually this is unadulterated obliviousness on Macbeth’s part and sense this may be an impetus for his destruction - Macbeth’s hamartia. A hamartia is fundamentally a ‘error in judgment, a reason for a sad hero’s (for this situation Macbeth) mishap. Woman Macbeth helps his defeat, as she has pushed him to turn out to be so yearning and presumptuous that he believes he will be progressively fruitful without her. Be that as it may, Macbeth has different hamartias which are investigated further on. On the off chance that I was coordinating this scene, I would endeavor to get the key point over. Macbeth and Lady Macbeth have quite recently been delegated ruler and Queen of their adored country. The ‘honeymoon’ period has quite recently started and the two of them completely worship their new jobs, ‘Thou hast it now King, Cawdor, Glamis, all.’ Therefore, I would attempt to ensure this runs over to the crowd by guaranteeing the entertainers were dressed as needs be; regal robes and gems and so on. Additionally, the on-screen characters ought to depict a calmed and blissful persona to outline the way that Macbeth and his wife’s endeavors have at long last been remunerated. During Macbeth’s speech in Act 3 Scene 1, Shakespeare uncovers the character’s genuine nature. Macbeth clarifies that in spite of Banquo being his closest companion, he comprehends that Banquo must be killed with the goal for him to stay in power; ‘to be accordingly is nothing, however to be securely thus.’ This concentrate would affirm the audiences’ prior musings and sentiments about Macbeth’s aims with Banquo. It likewise demonstrates that the sympathy and genuineness he appeared towards Banquo in their last discussion was only a demonstration. Shakespeare thinks about Macbeth’s sentiments about Banquo to a real occasion before, ‘as it is said Mark Antony’s was by Caesar.’ Macbeth recognizes Banquo’s trustworthiness yet can't resist feeling that maybe he is the Achilles heel to making him last upon the seat. Similarly as in Ancient Rome, Mark Antony was supposed to be in dread of Octavius Caesar. All through the monologue you get the feeling that Macbeth has consistent emotional episodes. His emotions fluctuate quickly, from dread of Banquo toward the start; ‘our fears in Banquo stick deep.’ to unadulterated scorn of Banquo toward the end, ‘No child of mine succeeding, for Banquo’s issue have I recorded my mind.’ His adjustment in character is especially observable when contrasted with Act 2 Scene 1. During this talk, Macbeth has little conviction while pondering the homicide of Duncan though now he talks unquestionably with energy and conviction. Which is frightening seen as he is going to have his nearest partner killed. As the killers show up in front of an audience, the crowd are promptly made mindful that Macbeth has just spoken with them â€Å"Was it not yesterday we talked together.† This concentrate suggests that Macbeth had been intending to kill Banquo for some time. This is apparently the first occasion when we see a savage side of Macbeth. It demonstrates to the crowd that this homicide isn't only an impromptu thing. Shakespeare incorporates a scope of procedures when Macbeth is attempting to convince the cohorts to kill Banquo. Initially, Macbeth attempts to legitimize the homicide by utilizing reverse brain science on the two men, â€Å"Know that it is he who held you so under fortune.† Here; Macbeth is clearly trying the murderers’ character and resolve. He has to realize how willing they are, fortunately for Macbeth they are set up to do anything in the requirements of lord and nation, â€Å"I would set my life on any chance.† Secondly, Macbeth addresses their boldness, to which the murderers’ react self-assuredly â€Å"We are men.† One thing I can't appreciate is the reason Macbeth is in any event, trying to convince them. Clearly Macbeth has the option to arrange anybody about quit worrying about two individuals from the lower class society. After all he is the King. Be that as it may, I think this speaks to a key part of Macbeth’s character. I think convincing the murderers’ is his method of convincing him he is making the best choice. By convincing them, he is simultaneously persuading himself that the deed is exemplary. This would propose that Macbeth isn't unadulterated fiendishness yet rather somebody who adores power and is set up to successfully stay amazing. Macbeth changes drastically as a character all through the play. At first, Macbeth was tormented with regret after Duncan’s murder yet after becoming aware of Banquo’s effective death he is happy. His vaulting goal was driving him to frantic measures and he couldn't obstruct it. Macbeth had just taken a chance with his life to acquire the seat so he had no real option except to utilize Machiavellian traditions to save it. Macbeth’s vision of Banquo’ phantom at an imperial feast just cows him closer to madness. The presence of Banquo’s phantom at the regal meal alarms Macbeth. Shakespeare splendidly utilizes incongruity to make Banquo’s development sensational, ‘Sweet Remembrancer! After hearing the witches’ predictions, Macbeth is released down a winding of quick weakening that makes him become blinded by want. Obviously Macbeth’s objective was driven by the predictions made by the three witches; �

Music in American Culture free essay sample

Perhaps the greatest pioneer of American exemplary stone is Elvis Presley, is known worldwide is still tuned in to today. Presley made an infectious class of rock that pretty much every American from that time and the ages that followed appreciate. I am from Gloucester City, New Jersey. , individuals think of it as the origination of awesome. Bill Haley and the Comets played six evenings per week at what is presently Jacks Twin Bar. Bill Haley and the Comets are viewed as the first awesome band just as the band that made ready for such a large number of groups and solo specialists to bloom and become a piece of American ultra. Elective stone turned out to be entirely enormous in the backtalk with groups like Nirvana and Creed that drove the way. Nirvana was such a power when they hit the music scene. The world had seen nothing like them. Their melodies were well known and gotten standard affirmation. We will compose a custom exposition test on Music in American Culture or on the other hand any comparative point explicitly for you Don't WasteYour Time Recruit WRITER Just 13.90/page The melody Smells like Teen Spirit was casted a ballot the best tune of the ass. Their lone notoriety and achievement was stopped in light of the fact that the lead artist, Kurt Cabin, executed himself after a long, difficult fight, against drugs. After this lamentable occasion the band split up and headed out in their own direction. One of the individuals proceeded to shape the and Off Fighters which likewise turned into a mainstream elective musical gang. Another mainstream band was known as Creed. They shaped after the Nirvana insanity began to blur away. Statement of faith was famous in the late 1 9905 and early backtalk. All through their time on the stone world Creed had amassed different ARIA Recording Industry Association of America ) confirmations just as a three Grammar designations, winning one of these Grammar assignments for the tune With Arms Wide Open. Substantial metal stone is starting to frame a faction following. Not as standard as different kinds of music however it is beginning to become famous. The first pioneer of substantial metal is Metallic. Their hits are persuasive among a large portion of the substantial metal groups that are dynamic today. The melody Enter Sandman is generally known as one of the best metal tunes ever. Rap is totally extraordinary then any kind of music you have ever heard. In the backtalk rock was by all account not the only famous sort of music. What is currently viewed as old-school rap was very well known in its day.Artists like Outpace, Biggie Smalls, and Snoop Dog made ready for todays rap craftsmen. These craftsmen were mainstream all through the backtalk and their hits are still listened too normally. What crashed Outpace and Baggies vocations were their demises. Sneak Dog is as yet famous today since he has balanced his style to the ever-evolving times. Today, the rap game as it is alluded to has advanced to a blend of quick beats and a brisk brain. Mine, Ill Wayne, and Wiz Kalmia are the three most famous standard rappers in this day in age.All three of these rappers got well known at an extremely youthful age. Mine is broadly viewed as probably the best rapper ever. This is a significantly harder achievement and accomplishment to accomplish in light of the fact that he is white. Most rappers are African-American. For Mine to be white and come out with such a significant number of melodies and raps is most likely probably the hardest objective to satisfy throughout everyday life. In any case, he didn't let that impede him and achievement. In the mid year of 2000 when he came out with the melody The Real Slim Shady he set the rap world ablaze.That was the most instrumental tune for making ready to his effective vocation as a rap craftsman. Sick Wayne has had such a large number of tunes on the radio just as underground hits that are as yet earning devotees each and ordinary. Beginning with the tune Go DC Ill Wanes profession soar. The perspective individuals like about Ill Wayne is his stream. Stream is the way acceptable you make a specific line or stanza sound. On the off chance that you need to be viewed as a decent rapper the you must have stream. In Ill Wanes tunes his verses don't bode well, the explanation everybody disregards this and listens is on the grounds that he makes it sound good.This is the reason having stream is so significant. Wiz Kalmia has not been a commonly recognized name in the rap world for quite a while yet sure has become well known in the short time frame he has been in the game. Since 2008, Wiz Kalmia has consistently ascended to the top. Beginning with his first success Say Yeah Wiz Kalmia has been functioning as hard as possible to get o the top. At last in 2011, after all the difficult work and exertion put into the reason. Wiz Kalmia is viewed as probably the best rapper out there with such a great amount of potential to be one of the best of all time.Country music has gotten exceptionally well known in American culture as of late. Specialists, for example, Kenny Cheney, Brad Paisley, and Keith urban have been driving the way and being primary supporters of nation musics standard notoriety. Kenny Cheney has been engaged with the down home music world since he was in school. He started to increase some steam in 1994 and never thought back. Starting there on he has been creating hit after hit is as yet one of nation musics top specialists. Brad Paisley began making music at an early age and has never thought back.

A Brief History of Forensic Psychology

A Brief History of Forensic Psychology More in Psychology History and Biographies Psychotherapy Basics Student Resources Theories Phobias Emotions Sleep and Dreaming Forensic psychology is a hot topic. Think about all the books, movies, and television shows about how delving into the minds behind crimes can help solve them and bring justice to victims. But for all its popularity  in the media,  forensic psychology plays an important role in real life. It involves the psychological assessment of those involved in the legal system. Heres a look at how this fascinating specialty in the field  of psychology evolved. Early Research The first seeds of forensic psychology were planted in 1879, when  Wilhelm Wundt, often called the father of psychology, founded his first lab in Germany.?? Since Wundt, the field of forensic psychology has blossomed, with contributions by lots of other experts. James McKeen Cattell, for example, conducted some of the earliest research on the psychology of testimony.?? He posed a series of questions to students at Columbia University, asking them to provide a response and rate their degree of confidence in their answer. He found a surprising degree of inaccuracy, inspiring other psychologists to conduct their own experiments in eyewitness testimony. With even eyewitnesses being unsure of themselves, this raised serious issues about the validity of their usefulness in court. Inspired by Cattells work, Alfred Binet replicated Cattell’s research and studied the results of other psychology experiments that applied to law and criminal justice. His work in intelligence testing was also important to the development of forensic psychology, as many future assessment tools were based on his work.?? How Are IQ Scores Interpreted? Psychologist William Stern also studied witnesses ability to recall information. In one of his experiments, he asked students to summarize a dispute they witnessed between two classmates.?? Stern discovered errors were common among witnesses and concluded that a persons emotions could affect how accurately he remembered things. Stern continued to study issues related to court testimony and later established the first academic journal devoted to applied psychology. Forensic Psychology in the Courts During this time, psychologists were beginning to act as expert witnesses in criminal trials throughout Europe. In 1896, a psychologist by the name of Albert von Schrenck-Notzing testified at a murder trial about the effects of suggestibility on witness testimony.?? The German-American psychologist Hugo Munsterbergs belief that psychology had practical applications in everyday life also contributed to the development of forensic psychology. In 1915, Munsterberg published On the Witness Stand, a book advocating the use of psychology in legal matters.?? Stanford psychologist Lewis Terman began applying psychology to law enforcement in 1916. After revising Binet’s intelligence test, the new Stanford-Binet test was used to assess the intelligence of job candidates for law enforcement positions.?? In 1917, psychologist William Marston found that systolic blood pressure had a strong correlation to lying. This discovery would later lead to the design of the modern polygraph detector.?? How to Tell If Someone Is Lying Marston testified in 1923 in the case of Frye v.  the United States. This case is significant because it established the precedent for the use of expert witnesses in courts.?? The Federal Court of Appeals determined that a procedure, technique, or assessment must be generally accepted within its field in order to be used as evidence. Forensic Psychology Gains Traction Significant growth in American forensic psychology did not happen until after World War II. Psychologists served as expert witnesses, but only in trials that weren’t perceived as infringing on medical specialists, who were seen as more credible witnesses. In the 1940 case of People v. Hawthorne, the courts ruled that the standard for expert witnesses depended on how much the witness knew about a subject, not whether the person had a medical degree.?? In the landmark 1954 case of Brown v. Board of Education, several psychologists testified for the plaintiffs and the defendants.?? Later, the courts gave support to psychologists serving as mental illness experts in the case of Jenkins v. the United States.?? Forensic psychology was officially recognized as a specialization within psychology by the American Psychological Association in 2001. Forensic psychology has continued to grow and evolve during the past three decades. Increasing numbers of graduate programs offer dual degrees in psychology and law, while others offer specialized degrees emphasizing  forensic psychology.

Formal Charge Example Problem

Resonance structures are all the possible Lewis structures for a molecule. Formal charge is a technique to identify which resonance structure is the more correct structure. The most correct Lewis structure will be the structure where the formal charges are evenly distributed throughout the molecule. The sum of all the formal charges should equal the total charge of the molecule.Formal charge is the difference between the number of valence electrons of each atom and the number of electrons the atom is associated with. The equation takes the form:FC eV - eN - eB/2whereeV number of valence electrons of the atom as if it were isolated from the moleculeeN number of unbound valence electrons on the atom in the moleculeeB number of electrons shared by the bonds to other atoms in the moleculeThe two resonance structures in the above picture are for carbon dioxide, CO2. To determine which diagram is the correct one, the formal charges for each atom must be calculated.For Structure A:eV fo r oxygen 6eV for carbon 4To find eN, count the number of electron dots around the atom.br/>eN for O1 4eN for C 0eN for O2 4To find eB, count the bonds to the atom. Each bond is formed by two electrons, one donated from each atom involved in the bond. Multiply each bond by two to get the total number of electrons.eB for O1 2 bonds 4 electronseB for C 4 bonds 8 electronseB for O2 2 bonds 4 electronsUse these three values to calculate the formal charge on each atom. Formal charge of O1 eV - eN - eB/2Formal charge of O1 6 - 4 - 4/2Formal charge of O1 6 - 4 - 2Formal charge of O1 0Formal charge of C eV - eN - eB/2Formal charge of C1 4 - 0 - 4/2Formal charge of O1 4 - 0 - 2Formal charge of O1 0Formal charge of O2 eV - eN - eB/2Formal charge of O2 6 - 4 - 4/2Formal charge of O2 6 - 4 - 2Formal charge of O2 0For Structure B:eN for O1 2eN for C 0eN for O2 6Formal charge of O1 eV - eN - eB/2Formal charge of O1 6 - 2 - 6/2Formal charge of O1 6 - 2 - 3Formal charge of O1 1Formal charge of C eV - eN - eB/2Formal charge of C1 4 - 0 - 4/2Formal charge of O1 4 - 0 - 2Formal charge of O1 0Formal charge of O2 eV - eN - eB/2Formal charge of O2 6 - 6 - 2/2Formal charge of O2 6 - 6 - 1Formal charge of O2 -1All the formal charges on Structure A equal zero, where the formal charges on Structure B show one end is positively charged and the other is negatively charged. Since the overall distribution of Structure A is zero, Structure A is th e most correct Lewis structure for CO2.

Career Business And Advertising Essay - 1566 Words

Career: Business and Advertising is a career that leads to many different opportunities in the future. Advertising is attracting public attention to your business through selling products or certain services. Media is a popular form of advertising considering the audience is much bigger and easy to spread; other forms included broadcasts and printed advertisements. The basis of advertising and business is closely related to public relations and marketing. My Interest: My interest in this career derives from knowing I want to go into the field of business and it would not hurt to learn about business as it will be applied to any career path I choose in the future. I have always been creative in wanting to create things.Advertising is a great career path to go into as creativity is a necessity because it is important that the public is attracted to your advertisement in order to sell that specific product or service. Advertisement, including background knowledge of business, gives me the creative job that will entertain and constantly challenge me, rather than being stuck behind a desk the rest of my life. Preparation: â€Å"Typical education needed for entry: Bachelor’s degree† (careeronestop). Education in advertising is very important because it teaches how to push the boundaries of creativity. Education in business is also very important because obtaining a successful career will be much easier if you have knowledge of how the business world works. There are manyShow MoreRelatedEssay on Marketing Strategies970 Words   |  4 Pageshttp://www.intel.com/jobs/careers/marketing/ http://blog.hubspot.com/blog/tabid/6307/bid/5256/Sales-Vs-Marketing-Whose-Job-is-it-to-Generate-Leads.aspx Content:  The decision content includes market opportunity analysis, brand development, advertising, pricing and basic sales force management decisions. It also includes a simplified profit analysis. 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A Dirty Job Chapter 26 Free Essays

string(90) " into the Underworld after the Morrigan – after Rachel’s soul, all the souls\." 26 ORPHEUS IN THE STORM SEWER Charlie parked the van sideways in the street and ran up the steps of the Buddhist center calling her name. The huge front door was hanging askew by one hinge, the glass broken, and every drawer and cabinet had been opened and the contents scattered, every piece of furniture overturned or broken. â€Å"Audrey!† He heard a voice to the front of the house and ran back out on the porch. We will write a custom essay sample on A Dirty Job Chapter 26 or any similar topic only for you Order Now â€Å"Audrey?† â€Å"Down here,† she called. â€Å"We’re still under the porch.† Charlie ran down the steps and around to the side of the porch. He could see movement behind the lattice. He found a small gate and opened it. Inside, Audrey was crouched with a half-dozen other people and a whole crowd of the squirrel people. He scrambled into the crawl space and took her in his arms. Charlie had tried to keep her on the line during the drive over, but a few blocks away the battery in his phone had died, and he had tried, for those few terrifying moments, to imagine losing her – his future, his hope – after his hope had just been awakened again. He was so relieved he could barely breathe. â€Å"Are they gone?† Audrey asked. â€Å"Yes, I think so. I’m so glad you’re all right.† Charlie led them out of the crawl space and back into the house, the squirrel people staying close to the walls and moving quickly so as not to be seen from the street. Charlie felt a tap on his shoulder and turned to see Irena Posokovanovich smiling at him. He jumped up a couple of steps and screamed. â€Å"Don’t shock me again, I’m a good guy.† â€Å"I know that, Mr. Asher. I was wondering if you’d like me to park your van for you before it gets towed away.† â€Å"Oh yes, that would be nice.† He handed her the keys. â€Å"Thank you.† In the house, Audrey said, â€Å"She just wants to help.† â€Å"She’s creepy,† Charlie said, but then he caught what he thought was a look of disapproval rising in Audrey’s eyes and he quickly added, â€Å"In a completely sweet way, I mean.† They went directly to the kitchen and stood before the open pantry. â€Å"They got them all,† Audrey said. â€Å"That’s why they didn’t hurt us – they weren’t interested in us.† Charlie was so angry he was having trouble thinking, but without an outlet, he just shook and tried to keep his voice under control. â€Å"They just did the same thing at my store. Something did.† â€Å"There must have been three hundred souls in here,† Audrey said. â€Å"They took Rachel’s soul.† Audrey put her arm around his back, but he couldn’t respond other than to walk out of the kitchen. â€Å"That’s it, Audrey. I’m done.† â€Å"What do you mean, you’re done, Charlie? You’re scaring me.† â€Å"Ask your squirrel people where I can get into the storm sewer system. Can they tell you that?† â€Å"Probably. But you can’t do that.† He wheeled on her and she jumped back. â€Å"I have to do that. Find out, Audrey. Everyone into my van. I want you at my building, where you’ll be safe.† They were all gathered in Charlie’s living room: Sophie, Audrey, Jane, Cassandra, Lily, Minty Fresh, the undead clients from the Buddhist center, the hellhounds, and fifty or so of the squirrel people. Lily, Jane, and Cassandra were standing on the couch to get away from the squirrel people, who were milling on and around the breakfast bar. â€Å"Nice outfits,† Lily said. â€Å"But ewww.† â€Å"Thank you,† Audrey said. Sophie was standing next to Audrey, looking her up and down as if trying to guess her weight. â€Å"I’m a Jewess,† Sophie said. â€Å"Are you a Jewess?† â€Å"No, I’m a Buddhist,† Audrey said. â€Å"Is that like a shiksa?† â€Å"Yes, I think it is,† said Audrey. â€Å"It’s a type of shiksa.† â€Å"Oh, I guess that’s okay, then. My puppies are shiksas, too. That’s what Mrs. Ling calls them.† â€Å"They’re very impressive puppies, too,† Audrey said. â€Å"They want to eat your little guys, but I won’t let them, okay?† â€Å"Thank you. That would be nice.† â€Å"Unless you’re mean to my daddy. Then they’re toast.† â€Å"Of course,† Audrey said. â€Å"Special circumstances.† â€Å"He likes you a lot.† â€Å"I’m glad. I like him a lot.† â€Å"I think you’re probably okay.† â€Å"Well, right back at you,† Audrey said. She smiled at the little brunette with the heartbreaking blue eyes and the attitude, and it was all she could do not to scoop her up and hug the bejeezus out of her. Charlie jumped up on the couch next to Jane, Cassandra, and Lily, and then realized as he looked across the room at Minty Fresh that he still didn’t stand taller than the Death Merchant, which was a little unnerving. (Minty seemed focused on Lily, which was also a little unnerving.) â€Å"You guys, I’m going to go do something, and I might not come back. Jane, that letter I sent you has all the papers making you Sophie’s legal guardian.† â€Å"I’m out of here,† Lily said. â€Å"No,† Charlie said, catching her by the arm. â€Å"I want you here, too. I’m leaving you the business, but with the understanding that a percentage of the profits go to Jane to help with Sophie and will also go into a college fund for her. I know you have your career as a chef, but I trust you and you’re good at the business.† Lily looked like she wanted to say something sarcastic, but shrugged and said, â€Å"Sure. I can run your business and cook, too. You do your Death Merchant thing and raise a daughter.† â€Å"Thanks. Jane, you’ll get the building, of course, but when Sophie grows up, if she wants to stay in the City, you always have to have an apartment for her.† Jane jumped off the couch. â€Å"Charlie, this is crap, I’m not letting you do anything – â€Å" â€Å"Please. Jane, I’ve got to go. This is all in writing, I just want you to hear what I wanted in person.† â€Å"Okay,† she said. Charlie hugged his sister, Cassandra, and Lily, then went to the bedroom and gestured for Minty Fresh to follow him. â€Å"Minty, I’m going into the Underworld after the Morrigan – after Rachel’s soul, all the souls. You read "A Dirty Job Chapter 26" in category "Essay examples" It’s time.† The big man nodded, gravely. â€Å"I’m right there with you.† â€Å"No, you’re not. I need you to stay here and watch over Audrey and Sophie and the others. There are cops outside, but I think their disbelief might make them hesitate if the Morrigan come. You won’t do that.† Minty shook his head. â€Å"What chance do you have down there alone? Let me come with you. We’ll fight this thing together.† â€Å"I don’t think so,† Charlie said. â€Å"I’m blessed or something. The prophecy says, ‘The Luminatus will rise and do battle with the Forces of Darkness in the City of Two Bridges.’ It doesn’t say, the Luminatus and his trusty sidekick, Minty Fresh.† â€Å"I am not a sidekick.† â€Å"That’s what I’m saying,† said Charlie, who wasn’t saying that at all. â€Å"I’m saying that I have some sort of protection, but you probably don’t. And if I don’t come back, you’ll need to carry on as a Death Merchant in the City – maybe get the scales tipped back for our side.† Minty Fresh nodded, lowering his gaze to the floor. â€Å"You’ll take my Desert Eagles, then, for luck?† He looked up and was grinning. â€Å"I’ll take one of them,† Charlie said. Minty Fresh slipped out of his shoulder-holster rig and adjusted the straps until they fit Charlie, then helped him into the harness. â€Å"There are two extra clips in here, under your right arm,† Minty said. â€Å"I hope you don’t have to fire it that many times down there or you will be one deaf motherfucker.† â€Å"Thanks,† Charlie said. Minty helped him get his tweed jacket on over the shoulder holster. â€Å"You know, you might be heavily armed, but you still look like an English professor – don’t you have some clothes more appropriate for fighting?† â€Å"James Bond always wears a tux,† Charlie said. â€Å"Yeah, I understand the line between reality and fiction seems a little blurred here lately – â€Å" â€Å"I’m kidding,† Charlie said. â€Å"There are some motocross leathers and pads in the shop that will fit me if I can find them.† â€Å"Good.† Minty patted Charlie’s shoulders, like he was trying to make them bigger. â€Å"You see that bitch with the poison claws, you light her up for me, okay?† â€Å"I’ll buss a cap in da hoe’s ass,† Charlie said. â€Å"Don’t do that.† â€Å"Sorry.† The hardest part came a few minutes later. â€Å"Honey, Daddy has to go do something.† â€Å"Are you going to get Mommy?† Charlie was crouched in front of his daughter, and he nearly rolled over backward at the question. She hadn’t mentioned her mommy a dozen times in the last two years. â€Å"Why would you say that, honey?† â€Å"I don’t know. I was thinking about her.† â€Å"Well, you know that she loved you very much.† â€Å"Yeah.† â€Å"And you know that no matter what, I love you very much.† â€Å"Yeah, you said that yesterday.† â€Å"And I meant it yesterday. But this time, I really do have to go. I have to fight some bad guys, and I might not win.† Sophie’s lower lip pushed out like a big wet shelf. Don’t cry, don’t cry, don’t cry, don’t cry, Charlie chanted in his head. I can’t handle it if you cry. â€Å"Don’t cry, honey. Everything will be okay.† â€Å"Nooooooooooo,† Sophie wailed. â€Å"I want to go with you. I want to go with you. Don’t go, Daddy, I want to go with you.† Charlie held her and looked across the room to his sister, pleading. She came and took Sophie from his arms. â€Å"Noooooo. I want to go with you.† â€Å"You can’t go with me, honey.† And Charlie ducked out of the apartment before his heart broke again. Audrey was waiting in the hall with fifty-three squirrel people. â€Å"I’m driving you to the entrance,† she said. â€Å"Don’t argue.† â€Å"No,† Charlie said. â€Å"I’m not losing you after just finding you. You stay here.† â€Å"You creep! What gives you the right to be that way. I just found you, too.† â€Å"Yeah, but I’m not much of a find.† â€Å"You’re an ass,† she said, and she walked into his arms and kissed him. After a long time, Charlie looked around. The squirrel people were all looking up at them. â€Å"What are they doing here?† â€Å"They’re going with you.† â€Å"No. It’s too risky.† â€Å"Then it’s too risky for you, too. You don’t even know what could be down there – this thing that broke into your store wasn’t one of the Morrigan.† â€Å"I’m not going to be afraid, Audrey. There might be a hundred different demons, but The Book of the Dead is right, they are only keeping us from our path. I think these things exist for the same reason I was chosen to do this, because of fear. I was afraid to live, so I became Death. Their power is our fear of death. I’m not afraid. And I’m not taking the squirrel people.† â€Å"They know the way. And besides, they’re fourteen inches tall, what do they have to live for?† â€Å"Hey,† said a Beefeater guard whose head was the skull of a bobcat. â€Å"Did he say something?† Charlie asked. â€Å"One of my experimental voice boxes.† â€Å"It’s a little squeaky.† â€Å"Hey!† â€Å"Sorry, uh, Beef,† Charlie said. The creatures seemed resolute. â€Å"Onward, then!† Charlie ran down the hall so he wouldn’t have to say good-bye again. Ten yards behind him marched a small army of nightmare creatures, put together from the parts of a hundred different animals. It just so happened that at the time they were reaching the staircase, Mrs. Ling came downstairs to see what all the commotion had been about, and the entire army stopped in the stairway and looked up at her. Mrs. Ling was, and had always been, a Buddhist, and so she was a firm believer in the concept of karma, and that those lessons you did not learn would continually be presented to you until you learned them, or your soul could never evolve to the next level. That afternoon, as the Forces of Light were about to engage the Forces of Darkness for dominion over the world, Mrs. Ling, staring into the blank eyes of the squirrel people, had her own epiphany, and she never again ate meat, of any kind. Her first act of atonement was an offering to those she felt she had wronged. â€Å"You want snack?† she said. But the squirrel people marched on. The Emperor saw the van pull up near the creek and a man in bright yellow motorcycle leathers climb out. The man reached back into the van and grabbed what looked like a shoulder holster with a sledgehammer in it, and slipped into the harness. If the context hadn’t been so bizarre, the Emperor could have sworn it was his friend Charlie Asher, from the secondhand shop in North Beach, but Charlie? Here? With a gun? No. Lazarus, who was not so dependent on his eyes for recognition, barked a greeting. The man turned to them and waved. It was Charlie. He walked down to the creekbank across from them. â€Å"Your Majesty,† Charlie said. â€Å"You seem upset, Charlie. Is something wrong?† â€Å"No, no, I’m okay, I just had to take directions from a mute beaver in a fez to get here, it’s unsettling.† â€Å"Well, I can see how it would be,† said the Emperor. â€Å"Nice ensemble, though, the leathers and the pistol. Not your usual sartorial splendor.† â€Å"Well, no. I’m on a bit of a mission. Going to go into that culvert, find my way into the Underworld, and do battle with the Forces of Darkness.† â€Å"Good for you. Good for you. Forces of Darkness seem to be on the rise in my city lately.† â€Å"You noticed, then?† The Emperor hung his head. â€Å"Yes, I’m afraid we’ve lost one of our troops to the fiends.† â€Å"Bummer?† â€Å"He went into a storm sewer days ago, and hasn’t come out.† â€Å"I’m sorry, sir.† â€Å"Would you look for him, Charlie? Please. Bring him out.† â€Å"Your Majesty, I’m not sure that I’m coming back myself, but I promise, if I find him, I’ll try to bring him out. Now if you’ll excuse me, I’m going to open this van and I don’t want you to be alarmed by what you see, but I want to get into the pipe while there’s still some light from the grates. What you see coming out of the van – they’re friends.† â€Å"Carry on,† said the Emperor. Charlie slid the door open and the squirrel people hopped, scampered, and scooted down the bank of the creek toward the culvert. Charlie reached into the van, took out his sword-cane and flashlight, and butt-bumped the door shut. Lazarus whimpered and looked at the Emperor as if someone who was able to talk should say something. â€Å"Good luck, then, valiant Charlie,† said the Emperor. â€Å"You go forth with all of us in your heart, and you in ours.† â€Å"You’ll watch the van?† â€Å"Until the Golden Gate crumbles to dust, my friend,† said the Emperor. And so Charlie Asher, in the service of life and light and all sentient beings, and in hope of rescuing the soul of the love of his life, led an army of fourteen-inch-tall bundles of animal bits, armed with everything from knitting needles to a spork, into the storm sewers of San Francisco. They slogged on for hours – sometimes the pipes became narrow enough that Charlie had to crawl on his hands and knees, other times they opened into wide junctions like concrete rooms. He helped the squirrel people climb to higher pipes. He’d found a lightweight construction helmet fitted with an LED headlamp, which came in handy in narrow passages where he couldn’t aim the flashlight. He was also bumping his head about ten times an hour, and although the helmet protected him from injury, he’d developed a throbbing headache. His leathers – not really leathers, but more heavy nylon with Lexan pads at the knees, shoulders, elbows, shins, and forearms – were protecting him from bumps and abrasions on the pipes, but they were soaked and rubbing him raw at the backs of his knees. At an open junction with a grate at the top he climbed the ladder and tried to get a look at the neighborhood to perhaps get a sense of where they were, but it had gotten dark out since they started and the grate was under a parked car. What irony, that he would finally summon his courage and charge into the breach, only to end up lost and stuck in the breach. A human misfire. â€Å"Where the hell are we?† he said. â€Å"No idea,† said the bobcat guy, the one who could talk. The little Beefeater was disturbing to watch when he spoke, since he really didn’t have a face, only a skull, and he spoke without ever making the P sound. Also, instead of a halberd, which Charlie thought should have come with the costume for authenticity, the bobcat had armed himself with a spork. â€Å"Can you ask the others if they know where we are?† â€Å"Okay.† He turned to the damp gallery of squirrel people. â€Å"Hey, anybody know where we are?† They all shook their heads, looking from one to another, shrugging. Nope. â€Å"No,† said the bobcat. â€Å"Well, I could have done that,† Charlie said. â€Å"Why don’t you? It’s your _arty,† he said. Charlie realized he meant â€Å"party.† â€Å"Why no Ps?† Charlie asked. â€Å"No li_s.† â€Å"Right, lips. Sorry. What are you going to do with that spork?† â€Å"Well, when we find some bad guys, I’m going to s_ork the fuck out of them.† â€Å"Excellent. You’re my lieutenant.† â€Å"Because of the s_ork?† â€Å"No, because you can talk. What’s your name?† â€Å"Bob.† â€Å"No really.† â€Å"Really. It’s Bob.† â€Å"So I suppose your last name is Cat.† â€Å"Wilson.† â€Å"Just checking. Sorry.† â€Å"‘S okay.† â€Å"Do you remember who you were in your last life?† â€Å"I remember a little. I think I was an accountant.† â€Å"So, no military experience?† â€Å"You need some bodies counted, I’m your man, er, thing.† â€Å"Swell. Does anyone here remember if they used to be a soldier, or a ninja or anything? Extra credit for ninjas or a Viking or something. Weren’t any of you like Attila the Hun or Captain Horatio Hornblower in a former life or something?† A ferret in a sequined minidress and go-go boots came forward, paw raised. â€Å"You were a naval commander?† The ferret appeared to whisper into Bob’s hat (since Bob no longer had ears). â€Å"She says no, she misunderstood, she thought you meant horn blower.† â€Å"She was a prostitute?† â€Å"Cornet _layer,† said Bob. â€Å"Sorry,† Charlie said. â€Å"It’s the boots.† The ferret waved him off in a â€Å"no worries† way, then leaned over and whispered to Bob again. â€Å"What?† Charlie said. â€Å"Nothing,† Bob said. â€Å"Not nothing. I didn’t think they could talk.† â€Å"Well, not to you,† said Bob. â€Å"What did she say?† â€Å"She said we’re fucked.† â€Å"Well, that’s not a very good attitude,† Charlie said, but he was starting to believe the go-go ferret was right, and he leaned back into a semisitting position in the pipe to rest. Bob climbed up to a smaller pipe and sat on the edge, his feet dangling over; water dripped from his little patent-leather shoes, but the floral pattern brass buckles still shone in the light of Charlie’s headlamp. â€Å"Nice shoes,† Charlie said. â€Å"Yeah, well, Audrey digs me,† said Bob. Before Charlie could answer, the dog had grabbed Bob from behind and was shaking him like a rag doll. His mighty spork clattered off the pipe and was lost in the water below. How to cite A Dirty Job Chapter 26, Essay examples

Hillary Clinton Essay Example For Students

Hillary Clinton Essay Bill Clinton was born on August 19, 1946 in a town called Hope, with the birthname William Jefferson Blythe. His birth father died in a car accident justthree months before his birth. When he was born his mother sent him to live withhis grandparents, due to the fact that because of the current economy shecouldnt possibly support a child by herself. He lived with his grandparents fortwo years while his mother was away at nursing school in New Orleans trying toadvance her career. His grandparents tried to instill in him strong southernBaptist principles and a desire to get a good education. When Bill was four hismother returned to Hope where she met and married Roger Clinton Sr.. A few yearslater Bill and his family moved to Hot Springs, where despite his Baptistupbringing Bill attended a catholic school. When he was nine years old hechanged schools and went to Ramble Elementary. When Bill was ten Roger ClintonJr. was born, and at age fifteen Bill took his step fathers last name in hop esof helping his mothers troubled relationship. While Bill was growing up in HotSprings, the town was plagued by illegal gambling, but Bill had little contactwith this part of society despite his parents frequent participation in theseillegal practices. As time went by his mothers relationship became more and moreunstable with the alcoholic Roger Clinton Sr.. The relationship turned abusiveand his parents often separated. In high school Bill was a member of the band,student government, honor society and numerous other organizations. One summerat a political summer camp called Boys State, Bill ran for delegate to BoysNation. He won this election and was on his way to Washington to meet John F. Kennedy and Senator William Fulbright. Bill said of his victory as delegate toBoys Nation, I didnt know if I could win a race like that, because when Iwas a student politician, I was about as controversial as I have been in mylater life (Allen pg.10). After meeting JFK and Senator Fulbright face toface, Bill became determined to enter politics. After high school Bill went tothe University of Georgetown where he concentrated on international studies, inorder to prepare himself for the world of politics. While enrolled atGeorgetown, he had to get job to help pay the tuition cost. He took advantage ofthe meeting he had with Senator Fulbright to get a job as Fulbrights assistant. While at school Clinton was awarded a Rhodes scholarship and went to Oxford tostudy for two years. After traveling through Europe and graduating form Oxford,he then went on to study law at Yale in 1971. At this time in his life, Bill didsomething that would come back to haunt him in his political career many yearsdown the road. During the Vietnam war Clinton tried to receive a draft defermentfor his education. Also, despite his hatred for the war enrolled in ROTC. Hefailed to fulfill his enrollment in the program when he realized that if he gota lottery number for the draft, his chances of being called were slim to none. While attending Yale, he met Hillary Rodham and the two started a friendshipthat turned into a relationship. After graduation from Yale Clinton planned onreturning to Hot Springs to set up a small law practice, but on before he leftYale one of his professors suggested that he seek a position as a professor oflaw at the University of Arkansas. Bill thought about this on the way back toArkansas and when he arrived there he called up the University and requested aninterview. After a few tries, he successfully landed a job on the faculty andbegan to teach law at age twenty-eight. In 1974 he decided to run for congressin his district and was narrowly defeated by his elder opponent John PaulHammerschmidt. After this narrow defeat, he received a lot of attention as an upand coming politician. In 1975 Bill and Hillary got married at a house that Billhad just bought. In a small private ceremony, at the wedding reception heannounced his intention to run for office in 1976 but was not positive as towhether he would seek the office of States Attorney General or run again forCongress. In 1976 he ran and was elected to the position of States AttorneyGeneral. His term as

The Rise of Extremist Groups, Disparity and Poverty

Introduction Terrorism is the most immediate and significant threat to international security and peace. By definition, terrorism refers to the use of extreme violence by non-state actors against civilians or society for political and ideological goals. Although terrorism is not a new phenomenon, it has become increasingly common in the last two decades where it has led to deaths of thousands of innocent civilians across the world.Advertising We will write a custom research paper sample on The Rise of Extremist Groups, Disparity and Poverty specifically for you for only $16.05 $11/page Learn More Despite the negative consequences that terrorists have posed to the society, the fight against the vice has become more difficult with time, especially in the light of the increasing support for the violent actions against civilians from extremist groups. Extremist groups use radicalization to amass support for their activities. This strategy has become a very c ommon and real problem, which has led to people being radicalized into violent extremism (RVE) . However, the force that drives groups and societies vulnerable to radicalization into violent extremism has been a major issue in the quest for finding a solution to this growing problem. Looking at many programs and projects that are aimed at reducing extremism and radicalization, the use of financial aids and other programs for alleviating the lives of people where extremism is common is a major theme. Such an approach is a clear indication of the prevailing perception of the relationship between poverty, disparity, and extremism. This paper investigates the successful rise of extremist groups and their link to poverty and disparity. The Consensus Relating to Extremist Groups and Extremism What causes extremism? What motivates people to join extremist groups? Such questions have been at the center of efforts that have been put towards curbing extremism and extremist groups in the quest for making the world a better and more peaceful place. The questions are indeed set for a good reason, especially with reference to the ongoing proliferation of extremist terrorist groups across the world. Since 2010, there has been a 53% rise in the number of terrorist groups and militias across the world. According to White and Halm (2002), the group’s main agenda is to attack civilians and government installations in an outright hatred for the current leadership or international actors such as the United States and its allies who have been accused of harassing or committing other crimes against the communities where these extremist groups exist . For instance, the Al-Qaeda group, which is one of the well-known extremist and terrorist groups, has a deep hatred for the United States, which it accuses of infringing on the rights of Muslims. According to the group, the US should be attacked and exposed to extreme violence.Advertising Looking for research paper on politic al sciences? Let's see if we can help you! Get your first paper with 15% OFF Learn More The extremist groups claim that such actions are aimed at ensuring that they (the groups) can be left alone to establish their governance in the areas that they control. The actions are also meant to keep away the international actors such as the US from interfering.  In the last 10 years, the effects of extremist groups have been felt across the world, especially in the Middle East and North Africa region. Following the Arab Uprising in the Arab world, many governments have been destabilized to the extent of leading to serious problems and challenges in terms of delivering services to the members of the society . Without stability and strong governance from the central governments, it is difficult for the government to provide an environment where businesses can thrive. This situation leads to an increase in unemployment and poverty among other societal problems.  From the above ana lysis, extremism and terrorism have become a serious international security agenda. In the quest for reducing the effects and reach of terrorism, the US and other international players have dedicated billions of dollars to providing relief aid that is aimed at increasing education and the economic status of communities that are viewed as vulnerable to such extremist ideologies. The perceptions of these efforts by the US and its allies are that poverty and marginalization are key factors that make people, especially the youths, vulnerable to extremism. However, so far, little has been achieved. More extremist groups are sprouting or expanding to the level of coming up with new approaches to violence (White Halm, 2002). This situation is a cause for worry concerning the future of international security. The Link between Poverty and Extremism Poverty relates to the lack and inadequacy of material possessions to enable a decent livelihood for people. More than 1.2 billion people in the world live below the poverty line. They survive on less than a dollar while approximately half of the world’s population lives on less than 2 dollars a day . Poverty levels are increasing by the day. The situation has caused many communities, and most importantly youths, who are finding the effects of poverty unbearable, and hence the reason why they have opted for new ways of making a living. It is also important to note that violence and lawlessness are majorly found in impoverished nations and/or marginalized communities and hence the reason why poverty and its linkage to violence and lawlessness has been a subject of growing research. Researches have led to different outcomes and recommendations that relate to the main factors that make people vulnerable to extremism and terrorist ideologies.  A research by Tessler and Robbins (2007) scrutinizes the link between discrete financial features and support for violence.Advertising We will write a custom research paper sample on The Rise of Extremist Groups, Disparity and Poverty specifically for you for only $16.05 $11/page Learn More The study confirms, â€Å"Neither personal nor societal economic circumstances are crucial factors that determine attitudes towards terrorism that is directed towards the United States and other nations† (Tessler Robbins, 2007, p. 323). Another research by Shafiq and Sinno (2010) used Pews Global Attitudes Survey (GATS) data from 2005. The study found that the relationship between income, education, and support for suicide bombing varies from one country to another and from one target to another. Another study by Chiozza (2011), which involved close to 15 Islamic countries, realized that the backing of Islamist radicalism was at the peak among the metropolitan underprivileged class. From these researches, it is important to conclude that low-income people or poor individuals are more likely to support violent extremist groups compare d to those who have a higher income. A good example is the support for Al-Qaeda in Afghanistan and Pakistan where it is evident that poverty has played a major role in amassing support from youths and local populations, which have been left in poverty with minimal access to government services and development. While support for terrorist groups and their violent activities may vary from one territory to another or a nation to another, such support is majorly determined by two characteristics, namely poverty and inequality. These two factors are all centered on the economic and political discrimination that has become unbearable in the marginalized communities. According to Tessler and Robbins (2007), economic discrimination against minority groups can reveal why such underprivileged communities often support domestic extremist groups . Such individuals or minority groups often support the extremist groups since the group’s ideologies resonate with the plight of those who are disappointed by domestic politics of economic marginalization. The ideologies also offer an attentive option of economic freedom or means of achieving various policy goals that they deem impossible to achieve unless the follow the approaches that the extremist groups suggest . In this case, even when an individual is not personally experiencing poverty (but he or she can witness it among other members of the society), he or she may end up being persuaded to support the extremist group’s ideologies of violence and terror to push for change . Indeed, this notion is an important explanation of why more youths, even from the rich countries, are leaving their affluent lives to take arms in support of terror activities, especially in Syria, through the Islamic State of Iraq and Levant (ISIL) or in Somalia through the Al-Shabaab terrorist group.Advertising Looking for research paper on political sciences? Let's see if we can help you! Get your first paper with 15% OFF Learn More Marginalization and Extremism For a very long time, many Islamic nations in the Middle East and North Africa have been ruled through dictatorship where people in key government activities have had very limited freedom of expression. Such leadership has allowed the growth of dissidence, especially from the educated class and the youths who feel that there is a need for a change in governance to give people more say concerning the way they are governed . The Arab Spring is an important indicator of the end of people’s tolerance for such leadership, which only benefits the elite while marginalizing and oppressing the majority of those who are led. Beginning in 2010 in Tunisia, the ‘Spring’ or what can been viewed as a revolution saw many civilians take into streets in protests, which were both violent and non-violent, requesting changes in leadership and governance in favor of democracy and democratic leadership . Countries such as Libya are characterized by prosper ity in terms of income and living standards. However, the lack of other benefits such as the freedom of expression and the right to partake in decisions relating to leadership was enough motivation for bringing civilians together to demand the ousting of the leadership of the day, which was seen as a great hindrance to what the society wanted. By the end of the movement, the Arab world has experienced enormous changes in leadership and democratic process, which although have been slow to take root, are a clear sign of what can motivate people into supporting extremist groups . A good example is Egypt. Despite the enactment of the preferred government led by Morsi, the country’s adoption of even more strict Sharia law, which was not in line with what the society expected, led to a new revolution and consequently the ousting of Morsi. It was evident that the society was willing to go to the greatest depths to support even the extreme groups as long as dictatorial and marginaliz ing leadership was the devil that was being fought. Another important example of the way marginalization or inequality is a major reason why groups support terrorism can be obtained from the case of Somalia’s extremist group, which has launched many and often-disastrous attacks on countries it deems enemy such as Kenya, Uganda, and Ethiopia. Since the African Union’s AMISOM forces, which have a majority membership from the Kenya Defense Forces, Ethiopia, and Uganda entered the lawless country of Somalia to flush out the terrorist group, there has been an increasing wave of radicalization and extremism across the region . Kenyan youths form the major culprit who has become an easy target for radicalization. The youths are being turned into enemies of their nations. Indeed, the Kenyan government has been grappling with the challenges that the Al-Shabaab outfit poses, especially in terms of the radicalization of the young people. The genesis of this problem can be traced to the marginalization of youths who are growing up and becoming adults without any meaningful means of earning a living .  In this case, even the youths may not believe in the ideologies that are posed by the terrorist groups. The opportunity of making a living with very attractive packages of salary makes it very easy to radicalize such youths .   What options do they have when the choice is between poverty and prosperity even if the cost of joining the terrorist group means taking up arms and killing innocent people? The case of Al-Shabaab and its radicalization of youths across East Africa can be witnessed in other regions of the world where terrorism is thriving. This situation can solely be pinned to poverty and marginalization. Discussion From the above review of studies, it is evident that the rise of extremist groups can be greatly attributed to many factors. However, poverty and disparity play the biggest role. For a long time, many governments in areas where terrorist groups thrive have ignored the plight of their people. They have focused on only the welfare of the elite while exposing many people to poverty and helplessness. This situation has led to resentment and great hatred towards those who are viewed as being the main cause of such societal problems. Firstly, poverty makes living difficult and almost impossible to bear. When the government is not doing enough to provide the people with opportunities for making a living, it slowly loses its authority of such people. Hence, they slowly opt to carry out all possible activities to make a living . When youths are growing up without an idea of what they can make of themselves, the situation leaves many questions on the people concerning the legitimacy of the government of the day if it cannot address the obvious challenges that the society is facing. The presence of poverty provides extremist groups the best launch pad for success in the activities and their reach in two main ways. The extremi st groups understand the problems the people are undergoing. Hence, they can easily convince them on who deserves to be the enemy, in this case, the government of the day or any other group such as international actors, including the US among others. When the enemy is identified, actions that are necessary for eliminating the enemy mostly include violence (Bjorgo Horgan, 2009; Shafiq Sinno, 2010). Such actions become very viable. For instance, providing security and a means of earning a living are major motivators for many militants who join the group. Many terrorist groups have financiers or financial activities that ensure that they can support their members with good lives and a means of earning a living. When presented with such an opportunity, many youths and people willingly join these groups by taking up arms to fight against the ‘enemy’ . Therefore, it is evident that poverty is closely linked to extremism and the proliferation of extremist groups across the w orld.  Secondly, marginalization and disparities between the rich and poor are a major cause of extremism. In many nations, the ruled or the population does not have a say on matters that greatly influence their welfare. This situation attracts a major disparity between the elite or the political class and the ordinary citizens. The government and other individuals who are close to power have access to the best lives possible while the ordinary citizens are left to grapple with all kinds of problems . Of great significance is the iron fist approach to leadership that some governments use with total disregard for democratic process that can allow those who are ruled to be part of the decision-making process on issues that they hold dear. At the end, the government implements unpopular decisions where any opposition is responded to with brutal force, which often violates all human rights that the citizens should enjoy. When the people are tired of such leadership styles, extremist g roups become the only way out of such marginalization and/or the only viable option towards equality . In this case, people are oppressed to become an easy target for radicalization since they easily resonate with the ideologies of the extremist groups, which promise to use all means possible to overthrow and organize a more representative government . Even though most of such ideologies and goals never become successful, they still reflect the motivation of the members of the extremist groups as far as their quest for equality is concerned. Conclusion As long as poverty and inequality dominate the society, it will be difficult for the world to rid itself of extremism and extremist groups. The ideologies of such groups are based on the desire to fight the ‘enemy’ who has caused poverty and marginalization. While researchers have given different opinions on the causal link between poverty, marginalization, and extremism, it is evident that cases of violence and lack of p eace are majorly found in areas where poverty and marginalization prevail.  However, the support for poverty and disparity as major causal factors can be explained since the two issues give extremist groups a good starting point towards convincing members of the target communities into embracing their ideologies. Once the government or other actors are portrayed as the enemy and the cause of the problems that members of the society face, taking up arms is just a part of the problem since extremism takes root. Concisely, to eliminate extremism and terrorism, it is important for world governments and other players to find a way of ensuring inclusivity and equality for all people. Eliminating poverty must be a major goal for all governments. It is only after the achievement of prosperity for all people that the world will stand a chance to be at peace without extremist groups. Reference List Aftab, S. (2008). Poverty and Militancy. Conflict and Peace Studies, 1(10), 65-86. Bjorgo, T. , Horgan, J. (2009). Leaving Terrorism Behind: Individual and Collective Disengagement. New York, NY: Routledge. Chiozza, G. (2011). Winning Hearts and Minds: The Political Sociology of Popular Support for Suicide Bombings. Nashville, Tennessee: Vanderbilt University. Jones, G. (2014). A Persistent Threat: The Evolution of Al Qa’ida and Other Salafi Jihadists. Washington, DC: RAND Corporation. Piazza, J. (2011). Poverty, Minority Economic Discrimination, and Domestic Terrorism. Studies in Conflict and Terrorism, 48(3), 339-353. Shafiq, M., Sinno, A. (2010). Education, Income and Support for Suicide Bombing; Evidence from Six Muslim Countries. Journal of Conflict Resolution, 54(1), 146-178. Tessler, M., Robbins, M. (2007). What Leads Some Ordinary Men and Women to Approve of Terrorist Acts Against the United States? Journal of Conflict Resolution, 51(2), 305-328. White, J., Halm, S. (2002). Terrorism and Homeland Security. Boston, MA: Cengage Learning. This research paper on The Rise of Extremist Groups, Disparity and Poverty was written and submitted by user Alexzander W. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. 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Free Essays on Les Miserable

Les Miserables Les Miserables is one of the most captivating plays of our lifetime! It grabs the audience and pulls you in head first. You can't take out eyes off of the stage, and even if you can, the music will take your breath away! I have seen the play 3 times and I don't think I enjoy anything in this world more than watching that play! Les Miserables starts off on a chain gang in France. The sheriff comes out and gives one of the convicts his release papers. This convict is the lead role who name is Jeran Valjean, who has served 19 years on the chain gang for stealing a mouthful of bread. Jean Valjean leaves the prison and sets out to find work. But no one will give him work because of his tattoo which reads 24601, his prison ID number. Then in the time when he couldn't be more down a priest invites Valjean to stay with him. Despite the kind priest taking him in and feeding him, Valjean decides to take the silver from the table. In the run he gets captured be the police. But instead of telling the truth about Valjeans thievery, he gives the criminal more silver and sends the police away. He makes Jean Valjean promise that he will become an honest man with this silver. The next scene in 10 years later set in a factory where we meat the other main character, Fantine. As she is reading a letter her perverted boss snatches it up with his hands and reads it aloud. Fantine has a daughter that lives with an innkeeper and his wife who are the only ones in this whole play that give some comedy relief. They treat her daughter horribly and when the boss finds out that she has a daughter he thinks of her as a prostitute and kicks her out of the factory, which is in the town in which the new honest Valjean is the mayor. To support her child Fantine sells her chain and her locks of hair. Then later because she can't find work becomes a prostitute. Later a respected person in the communi... Free Essays on Les Miserable Free Essays on Les Miserable Les Miserables Les Miserables is one of the most captivating plays of our lifetime! It grabs the audience and pulls you in head first. You can't take out eyes off of the stage, and even if you can, the music will take your breath away! I have seen the play 3 times and I don't think I enjoy anything in this world more than watching that play! Les Miserables starts off on a chain gang in France. The sheriff comes out and gives one of the convicts his release papers. This convict is the lead role who name is Jeran Valjean, who has served 19 years on the chain gang for stealing a mouthful of bread. Jean Valjean leaves the prison and sets out to find work. But no one will give him work because of his tattoo which reads 24601, his prison ID number. Then in the time when he couldn't be more down a priest invites Valjean to stay with him. Despite the kind priest taking him in and feeding him, Valjean decides to take the silver from the table. In the run he gets captured be the police. But instead of telling the truth about Valjeans thievery, he gives the criminal more silver and sends the police away. He makes Jean Valjean promise that he will become an honest man with this silver. The next scene in 10 years later set in a factory where we meat the other main character, Fantine. As she is reading a letter her perverted boss snatches it up with his hands and reads it aloud. Fantine has a daughter that lives with an innkeeper and his wife who are the only ones in this whole play that give some comedy relief. They treat her daughter horribly and when the boss finds out that she has a daughter he thinks of her as a prostitute and kicks her out of the factory, which is in the town in which the new honest Valjean is the mayor. To support her child Fantine sells her chain and her locks of hair. Then later because she can't find work becomes a prostitute. Later a respected person in the communi...

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The Split Capital Investment Trust Crisis Essay

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Customer Satisfaction Towards Service Quality

Customer Satisfaction Towards Service Quality QUESTIONAIRE ABSTRACT In any business-to-customer (B2C) type ofenvironment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customers mind. As such, this predicament has provided as a challenging task to most business conglomerates that places strong emphasis on customer relations. Although many researches and studies were conducted on the actual working of the customers mind, till today it is a still a mystery. Therefore, this research focused on the measurement of customer satisfaction through delivery of service quality of Service Counter staff of Commercial Banks in Penang, Malaysia. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Assurance has positive relationship but it has no significant effect on customer satisfaction. Reliability has negative relationship but it has no significant effect on customer satisfaction. Tangibles have positive relationship and have significant impact on customer satisfaction. Empathy has positive relationship but it has no significant effect on customer satisfaction. Responsiveness has positive relationship but no significant impact on customer satisfaction. The study highlights implications for marketers in banking industry for improvement in delivery of service quality. CHAPTER 1- INTRODUCTION Service organizations play an important role for developing countries like Malaysia. Therefore, it must be good quality and competitive organization in maintaining customer satisfaction and further needs to improve the effectiveness and efficiency of the organization. At the same time, as we all know that the requirements and higher customer expectations, it is different from the past (Rogerio Zulema, 2002). This is a very great challenge to all sectors. Banking business is now driven with the introduction of new products / services and processes which are facilitated through ongoing technological advancements. In such a scenario the expectations of customers also shift to a higher platform and is usually perceived against the backdrop of the experiences gained while dealing with competitors. The gap in customer expectations many a times results in complaints and the same can be said to be inevitable, as in any service industry. To retain as also increase customer base it is absolutely essential that the bank instills confidence in its customers through satisfactory explanations and resolution of complaints and at the same time use complaints as a feed back mechanism for bringing about improvement in services. The banking sector at present has put a benchmark index that determines the performance of Customer Service in the organization. It is also consistent with the requirements of the Bank that all institutions must be able to respond positively to a more competitive among the financial liberalization and technological revolution by offering an innovative range of products that range and improve the quality of customer service on an ongoing basis. (Tan Sri Dato Dr Zeti Akhtar Azizi, 2005). The banking sector also needs quality personnel and competency. Having employees like them to provide high quality products and services is critical to build consumer confidence and good relationship, drive customer satisfaction and enhance the reputation of previous research studies, (Ndubisi Tam, 2005) has stated bind the customer is as important as when they lose will harm the institution. This will lead to a decline in revenue, increased costs to attract new customers, a bad reputation when the customer is not satisfied the problem will spread to other customers and a decline in employee retention (Colgate Norris, 2001). 1.1 PROBLEM STATEMENT The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All of the service businesses are trying their best to improve their service quality in order to make customers satisfied with their services. Banks now focus more on the quality standards in order to meet the basic needs and expectations of the customers. Once customers requirements are clearly identified and understood, banks are more likely to anticipate and fulfill their customers needs and wants (Juwaheer Ross, 2003). In the banking sector, the first place of destination by the customer is at the Customer Service Counter (Customer Service). Here, various questions, problems and complaints filed by customers. At the bank, customer service counter is the most important because this is where the Customer Relations Assistant job set to any direction so that customers, whether customers want to continue the operation of the counter, self-service terminals, counters open accounts, loans or financial adviser or directly to managers to make a complaint. Service quality was determined as the subjective comparison that customers make between their expectations about a service and the perception of the way the service has been run. Parasuraman (1985) defined service quality as ;a function of the differences between expectation and performance along ten major dimensions. In later research, Parasuraman (1988) revised and defined the service quality in terms of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. In the banking industry, most researchers are interested in maximizing customer Satisfaction. Hernon Whitwan (2001) defined customer satisfaction as a measure of how the customer perceives service delivery. Liu (2000) stated, for example, that customer satisfaction is a function of service performance relative to the customer expectation. For this reason, it is important to understand how customer expectation is formed in order to identify the factors of service satisfaction. As Reisig Chandek (2001) discussed the fact that different customers have different expectations, based on their knowledge of a product or service. This can be implied that a customer may estimate what the service performance will be or may think what the performance ought to be. If the service performance meets or exceeds customers expectation, the customers will be satisfied. On the other hand, customers are more likely to be dissatisfied if the service performance is less than what they have expected. A greater number of satisfied customers will make the bank business more successful and more profitable. Previous research explored customer satisfaction regarding the service quality of all areas in the bank so that the bank can assess the customer perception. This study identified five factors of service quality by focusing on the Service Counter staff (including Customer Service Counter), and explored the customers expectations and perception levels of these services at Commercial Banks in Penang, Malaysia. The results of this quantitative assessment of service quality might provide some insights into how customers rate the overall service quality and assessed customers satisfactions at Commercial Banks in Penang, Malaysia. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Banks are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the bankss products. 1.2 OBJECTIVES OF THE STUDY To assess customers expectation and perception level towards service quality of the Service Counter staff of Commercial Banks in Penang, Malaysia; in five dimensions: tangibility, reliability, responsiveness, assurance and empathy (Parasuraman, 1988). To analyze the discrepancy gap between customers expectation and perception towards the service quality of the Service Counter staff of Commercial Banks in Penang, Malaysia. 1.3 RESEARCH QUESTIONS What is the level of customers expectation and perception towards service quality of the Service Counter staff? What is the discrepancy gap between customers expectation and perception towards service quality of the Service Counter staff? 1.4 SCOPE OF STUDY Customer satisfaction relied on customer expectation and customer perception towards 5 service quality dimensions of Service Counters of 10 Commercial Banks in Penang, Malaysia. The sampling group was 60 customers 6 customers from each bank. Definition of Terms Service quality means the difference between the customers expectation of service and their perceived service. In this study, the assessment standards of Zeithaml, Parasuraman Berry (1990) will be used, which consist of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. SERVQUAL is an instrument for measuring service quality, in terms of the discrepancy between customers expectation regarding service offered and the perception of the service received. Respondents are required to answer questions about both their expectation and their perception. Customer expectation means uncontrollable factors including past experience, personal needs, word of mouth, and external communication about the bank services. Customer perception means customers feelings of pleasure / displeasure or the reaction of the customers in relation to the performance of the bank staff in satisfying / dissatisfying the services. 1.5 SIGNIFICANCE OF THE STUDY This study will be as a practical guideline for the bank management to identify weaknessess and rooms for imrovement in their service quality. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where banks compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions, service features, service problems, service recovery and products used. Finds, in particular, that service problems and the banks service recovery ability have a major impact on customer satisfaction and intentions to switch. This study investigates the relationship between perceived performance, satisfaction and behavioural intention, and the extent to which each is associated with actual performance, customers attributions for problems, experience and the level of performance which customers think is possible. Perceived performance and satisfaction are significantly associated with customer standards of the best possible performance, and satisfaction is also associated with the customers attribution of the cause of performance problems. While satisfaction was significantly associated with intention to re-purchase, a significant interaction was found between customer experience and satisfaction. Banks are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. CHAPTER 2 LITERATURE REVIEW Previous researchers have demonstrated the importance of increasing understanding of strategies to resolve customer complaints and more to study the behavior of customers, namely quality of life sex Ndubisi, 2005. Study customer behavior through the CM model to take the complaint as an opportunity to provide solutions, research studies and the Vos Huitema, 2008. As the study by Baptista, 2003 in which an organization should attempt to resolve complaints informally, taken orally and should make proper records and the complaint should be resolved as soon as possible so the problem does not persist. They have also emphasized differences in complaints against the Service Counter and self service terminals Vihtkari Snellman, 2003, is the notion that the use of self-service terminals in the bank to reduce customer complaints, but rather a circumstance where there is 40 per cent of users are not satisfied with the self-service. Researchers previously expressed understanding of customer dissatisfaction is the key to successful implementation of TQM and principals as well as the Puga Leal Pereira, 2002. Researchers say previous satisfaction is waiting to be served a major contributor to quality of service satisfaction Sulek Hensley, 2007. Researchers previously expressed satisfaction with the care, satisfaction, trust and satisfaction as a control, each dependent on each other that Beverland, 2005. Previous researchers to state that organizations need to keep employees as customers and keeping customers as employees of Bowers Martin, 2004. Researchers found that the quality of a product is dependent on the existing knowledge in the management of the Yang, 2006. Researchers say there is a strong relationship between the dimensions of service quality, performance and customer satisfaction. Previous studies have identified the benefits that customer retention delivers to an organisation (see Colgate et al., 1996; Reichheld and Sasser, 1990; Storbacka et al., 1994). For example, the longer a customer stays with an organisation the more utility the customer generates (Reichheld and Sasser, 1990). This is an outcome of a number of factors relating to the time the customer spends with the organisation. These include the higher initial costs of introducing and attracting a new customer, increases in both the value and number of purchases, the customers better understanding of the organisation, and positive word-of-mouth promotion. Customer satisfaction has been said one of the most widely used study in marketing. The previous research has tries to identify a number of variables of customer satisfaction. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten Quality Values which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customers expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction gap which is objective and quantitative in nature. Work done by Cronin and Taylor propose the confirmation/disconfirmation theory of combining the gap described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a study with a set of statements using a Likert scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Based on their responses, customers can be categorized into one of three groups: Promoters, Passives, and Detractors. In the net promoter framework, Promoters are viewed as valuable assets that drive profitable growth because of their repeat/increased purchases, longevity and referrals, while Detractors are seen as liabilities that destroy profitable growth because of their complaints, reduced purchases/defection and negative word-of-mouth. Companies calculate their Net Promoter Score by subtracting their % Detractors from their % Promoters. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model. SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience. J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards. One of the newest and most innovative customer satisfaction measurement methodologies is called Gustometria. Gustometria is real time measurement of customer and employee satisfaction. Customers are invited to answer a short survey by touching the gustometer screen with their fingers. The responses are collected immediately by the Gustometria servers which tabulate the results in real time. Management can then log into their private website and use the sophisticated business intelligence reports which are built in to the Gustometria system. The rewards to firms that establish a loyal customer base have been well documented (Armstrong and Symonds, 1991; Heskett, 1994; Reichheld and Sasser, 1990). In general, increased loyalty leads to lower costs of servicing the firms customers, reduced marketing expenditures, increased business from the existing customer base and greater profits. These rewards are particularly true in the retail banking sector. By increasing loyalty, a retail bank: reduces its servicing costs (i.e. accounts do not have to be opened or closed, and credit ratings do not have to be established; gains knowledge of the financial affairs and needs of its customers (thereby allowing effective and efficient targeting); and has an opportunity to cross-sell existing and new products and services. In one case, a retail bank that increased its customer retention rates by 5 per cent increased its profits by 85 per cent (Reichheld and Sasser, 1990). Improving customer satisfaction, and thereby retention rates, can come from a variety of activities available to the firm. The existing evidence suggests that major gains in customer satisfaction are likely to come from improvements in: Service quality; Service features; and Customer complaint handling. Not surprisingly, there are strong linkages between service quality dimensions (e.g. courteous service providers) and overall customer satisfaction (Anderson and Sullivan, 1993). However, there has been considerable debate as to the basic dimensions of service quality (see Brown et al., 1993 and Cronin and Taylor, 1992, for reviews), the measurement of these dimensions (Brown et al., 1993; Parasuraman et al., 1993; Smith, 1995; Teas, 1993), and the components of customer satisfaction (Hausknecht, 1990; Yi, 1990). Surprisingly, little empirical research has examined the importance of service quality dimensions in determining customer satisfaction. CHAPTER 3: THEORICAL FRAMEWORK AND METHODOLOGY 3.1 THEORICAL FRAMEWORK Independent Variables Dependent Variable SOURCES OF DISSATISFACTION Some empirical studies of service satisfaction suggest that â€Å"the human interaction component of service delivery is essential to the determination of satisfaction and dissatisfaction† (Bitner, 1990). According to Anderson and Sullivan (1993), when consumers perceived service quality performance falls short of their expectation, they become dissatisfied. Lewis and Spyrakopoulos (2001), in their research conducted on UK retail banking, categorized the causes of dissatisfaction in banking sector into five groups i.e. 1) Banking Procedures: Bureaucracy and slow banking, and Failure to keep customers fully aware of their banking situation. 2) Mistakes (i.e. wrong statement) 3) Employee behavior and training: Employees ignorant of certain banking procedures and Employees unwilling or slow to help the customer 4) Functional or technical failures: Long and/or unorganized queues ATMs out of order Limited network or branches Incomprehensible statements of accounts, terms of loans, conversions etc. 5) Action or omission of the bank that are against the sense of fair trade. Yanamandram and White (2004), in their research mentioned nine factors as main reasons ofdissatisfaction. These are lack of branch locations, high interest rates on loans etc, low interest rates on savings, long waiting periods, number of accounts fees, high account fees, poor counter fees, poor counter service, e-banking confusing, poor telephone banking service and others. Furthermore Johnston (1995), in his research demonstrated that, for personal customer of banks, the main sources of satisfaction are attentiveness, responsiveness, care and friendliness whereas the main sources of dissatisfaction are lack of integrity, reliability, responsiveness, availability and functionality. Further he argued that, all the reasons of dissatisfaction are not necessarily the other face of the sources of satisfaction though responsiveness is key component in providing satisfaction and the lack of it is a major source of dissatisfaction. Gronroos, C. (1984), cited in Panther and Farquhar (2004), argued service industry is much prone to entail greater dissatisfaction than products because both technical and functional aspects have an impact on consumer evaluation of the services. In financial services, self-service technologies (SSTs) become more wining tool to deal with customers resulting in customer dissatisfaction. To illustrate banks have adopted internet banking as service delivery tool, with a view to providing better and lowering costs, and sometimes new services to their customers. Further, they explained that presently as a regular practice banks start offering self-service technologies without having carefully studied what the true outcomes will be when customers interact with technology without a human component in the service encounter. SSTs interact with customer in a pre-designed way, rather than understanding individual customers need. Bitner (1990), found several satisfactions and dissatisfaction drivers applying criticalincident techniques. They identified key actions such as employee response to customer needs and requests, failure of service recovery action, lack of prompt and spontaneous employee actions result in both satisfaction and dissatisfaction. Day and Bodur (1977) argued in their research that in most cases dissatisfaction is directly linked with quality of suppliers performance. In their research most frequently mentioned reason for dissatisfaction was, â€Å"The service was rendered in a careless, unprofessional manner.† Some researchers observe dissatisfaction drivers are determined at the time when customers directly interact with a service. Some aspects of a service may not be persuasive for customer satisfaction but can lead to strong dissatisfaction when they are under performed. On the other hand, some aspects of service lead to satisfaction if delivered properly, but may not necessarily emerge dissatisfaction if absent (Srijumpa , 2007). Furthermore, Bolfing (1989), argued that â€Å"Heterogeneity and intangible nature of services itself frequently produced situation in which customers needs are misjudged or mishandled resulting in customers dissatisfaction†. That is the nature of services itself is also a source of dissatisfaction. IMPROVEMENT OF CUSTOMER RELATIONSHIPS Gummesson (1999), finds three different options that a customer can choose between when he or she feels dissatisfied with something that involves their present supplier where the first one is to exit the customers leave for a competitor, or stop buying the goods or services temporarily or permanently. This option is also pointed out by Brandt (2003), who states that if a customer is not satisfied with the product or the salesperson, he or she simply does not purchase from the company again. The second choice is called voice the customers speak their mind and demand correction, and the third option is loyalty the customers remain loyal for lack of alternative suppliers or prohibitive switching costs, inertia, ideological reasons and others, at least within limits. All these options are used by customers according to Gummesson, who continues that the feeling behind them, however, is largely a black box to suppliers. Recovery is more than settling a claim, it is the restoration and strengthening of a long-term relationship and the course of action must be constructive, not just a mechanical routine. If the recovery is successful, continues Gummesson (1999) strengthened by Brandt (2003), then a well resolved customer complaint can create a solid relationship, sometimes better than before the incident. Another aspect that can be turned into something positive according to Arnerup and Edvardsson (1992) is that although many companies consider a customer complaint as something negative, they should instead use it as a possibility to learn more about the customers needs, improve the conditions to satisfy them and strengthen the relationship with them. Nyer (2000) states that customers who were encouraged to complain reported great increase in satisfaction. The author continues that the indirect benefits occurs when an unhappy customer complains, which leads the employee to respond in a way that makes the customer less dissatisfied in the future, and therefore benefits the company as well. Research has shown that excellent complaint management and service recovery can significantly influence customer satisfaction (Johnston, 2001). Furthermore the majority of highly satisfying experiences were the result of something that went wrong and the organization making the effort to compensate the customer: â€Å"The recovery of failures can provide a major opportunity for organizations to create very satisfied customers†. The critical issue is that it is not necessarily the failure itself that leads to customer dissatisfaction; many customers accept that things can go wrong; instead, it is more likely to be the organizations response (or lack of response) to a failure that causes satisfaction or dissatisfaction (Johnston, 2001). Kahn (1995, p. 97) has similar opinions, when emphasizing that it is beneficial to companies to encourage their customer to perform complaints when they are upset or dissatisfied, since these customers can become even more loyal and satisfied customers in the future. Halstead and Page (reported in Johnston, 2001) also find that complaint handling processes shows a clear relationship with loyalty and repurchases intentions. Furthermore, customers who have been successfully recovered not only remain loyal, but can become advocates for the organization, and as such be a source of referral business because word of mouth can be very persuasive in terms of influencing customers to use an organization and its services claims Spreng et al (reviewed in Johnston, 2001). Brandt (2003) follows the same track, describing that customers who experiences a good service recovery will spread more goodwill than even your otherwise best loyal customers do. Soderlund (1999), claims that even though a customer has shown dissatisfaction and directed complaints towards the company, he or she does not necessarily has to be â€Å"lost† to the company, a pleasing reaction and action can turn the annoyance to satisfaction. In many cases, a good recovery can turn upset customers into even more loyal customers and strengthen relationships. Customer retention has been shown to have a direct impact on revenue and profitability states Loveman (reported in Johnston, 2001). Loyal customers tend to buy more, and are willing to pay premium prices, and the company needs to spend less money on marketing activities, all of which increase revenue and profitability according to Johnston (2001). Companies need to understand that even though it is possible to retain dissatisfied customers, it can be difficult since not all customer complain to the company, out of 25 per cent dissatisfied customer, only 5 per cent finds making the effort of complaining worth. While according to Kotler (2003) and out of these 5 per cent, half of the customers report a satisfactory resolution. On average, continues the author, a dissatisfied customer gripes to 11 other persons whereas the satisfied customer only tells three other people, this is also commented by Soderlund, (1997) who finds that satisfied Customer Satisfaction Towards Service Quality Customer Satisfaction Towards Service Quality QUESTIONAIRE ABSTRACT In any business-to-customer (B2C) type ofenvironment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customers mind. As such, this predicament has provided as a challenging task to most business conglomerates that places strong emphasis on customer relations. Although many researches and studies were conducted on the actual working of the customers mind, till today it is a still a mystery. Therefore, this research focused on the measurement of customer satisfaction through delivery of service quality of Service Counter staff of Commercial Banks in Penang, Malaysia. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Assurance has positive relationship but it has no significant effect on customer satisfaction. Reliability has negative relationship but it has no significant effect on customer satisfaction. Tangibles have positive relationship and have significant impact on customer satisfaction. Empathy has positive relationship but it has no significant effect on customer satisfaction. Responsiveness has positive relationship but no significant impact on customer satisfaction. The study highlights implications for marketers in banking industry for improvement in delivery of service quality. CHAPTER 1- INTRODUCTION Service organizations play an important role for developing countries like Malaysia. Therefore, it must be good quality and competitive organization in maintaining customer satisfaction and further needs to improve the effectiveness and efficiency of the organization. At the same time, as we all know that the requirements and higher customer expectations, it is different from the past (Rogerio Zulema, 2002). This is a very great challenge to all sectors. Banking business is now driven with the introduction of new products / services and processes which are facilitated through ongoing technological advancements. In such a scenario the expectations of customers also shift to a higher platform and is usually perceived against the backdrop of the experiences gained while dealing with competitors. The gap in customer expectations many a times results in complaints and the same can be said to be inevitable, as in any service industry. To retain as also increase customer base it is absolutely essential that the bank instills confidence in its customers through satisfactory explanations and resolution of complaints and at the same time use complaints as a feed back mechanism for bringing about improvement in services. The banking sector at present has put a benchmark index that determines the performance of Customer Service in the organization. It is also consistent with the requirements of the Bank that all institutions must be able to respond positively to a more competitive among the financial liberalization and technological revolution by offering an innovative range of products that range and improve the quality of customer service on an ongoing basis. (Tan Sri Dato Dr Zeti Akhtar Azizi, 2005). The banking sector also needs quality personnel and competency. Having employees like them to provide high quality products and services is critical to build consumer confidence and good relationship, drive customer satisfaction and enhance the reputation of previous research studies, (Ndubisi Tam, 2005) has stated bind the customer is as important as when they lose will harm the institution. This will lead to a decline in revenue, increased costs to attract new customers, a bad reputation when the customer is not satisfied the problem will spread to other customers and a decline in employee retention (Colgate Norris, 2001). 1.1 PROBLEM STATEMENT The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All of the service businesses are trying their best to improve their service quality in order to make customers satisfied with their services. Banks now focus more on the quality standards in order to meet the basic needs and expectations of the customers. Once customers requirements are clearly identified and understood, banks are more likely to anticipate and fulfill their customers needs and wants (Juwaheer Ross, 2003). In the banking sector, the first place of destination by the customer is at the Customer Service Counter (Customer Service). Here, various questions, problems and complaints filed by customers. At the bank, customer service counter is the most important because this is where the Customer Relations Assistant job set to any direction so that customers, whether customers want to continue the operation of the counter, self-service terminals, counters open accounts, loans or financial adviser or directly to managers to make a complaint. Service quality was determined as the subjective comparison that customers make between their expectations about a service and the perception of the way the service has been run. Parasuraman (1985) defined service quality as ;a function of the differences between expectation and performance along ten major dimensions. In later research, Parasuraman (1988) revised and defined the service quality in terms of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. In the banking industry, most researchers are interested in maximizing customer Satisfaction. Hernon Whitwan (2001) defined customer satisfaction as a measure of how the customer perceives service delivery. Liu (2000) stated, for example, that customer satisfaction is a function of service performance relative to the customer expectation. For this reason, it is important to understand how customer expectation is formed in order to identify the factors of service satisfaction. As Reisig Chandek (2001) discussed the fact that different customers have different expectations, based on their knowledge of a product or service. This can be implied that a customer may estimate what the service performance will be or may think what the performance ought to be. If the service performance meets or exceeds customers expectation, the customers will be satisfied. On the other hand, customers are more likely to be dissatisfied if the service performance is less than what they have expected. A greater number of satisfied customers will make the bank business more successful and more profitable. Previous research explored customer satisfaction regarding the service quality of all areas in the bank so that the bank can assess the customer perception. This study identified five factors of service quality by focusing on the Service Counter staff (including Customer Service Counter), and explored the customers expectations and perception levels of these services at Commercial Banks in Penang, Malaysia. The results of this quantitative assessment of service quality might provide some insights into how customers rate the overall service quality and assessed customers satisfactions at Commercial Banks in Penang, Malaysia. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Banks are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the bankss products. 1.2 OBJECTIVES OF THE STUDY To assess customers expectation and perception level towards service quality of the Service Counter staff of Commercial Banks in Penang, Malaysia; in five dimensions: tangibility, reliability, responsiveness, assurance and empathy (Parasuraman, 1988). To analyze the discrepancy gap between customers expectation and perception towards the service quality of the Service Counter staff of Commercial Banks in Penang, Malaysia. 1.3 RESEARCH QUESTIONS What is the level of customers expectation and perception towards service quality of the Service Counter staff? What is the discrepancy gap between customers expectation and perception towards service quality of the Service Counter staff? 1.4 SCOPE OF STUDY Customer satisfaction relied on customer expectation and customer perception towards 5 service quality dimensions of Service Counters of 10 Commercial Banks in Penang, Malaysia. The sampling group was 60 customers 6 customers from each bank. Definition of Terms Service quality means the difference between the customers expectation of service and their perceived service. In this study, the assessment standards of Zeithaml, Parasuraman Berry (1990) will be used, which consist of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. SERVQUAL is an instrument for measuring service quality, in terms of the discrepancy between customers expectation regarding service offered and the perception of the service received. Respondents are required to answer questions about both their expectation and their perception. Customer expectation means uncontrollable factors including past experience, personal needs, word of mouth, and external communication about the bank services. Customer perception means customers feelings of pleasure / displeasure or the reaction of the customers in relation to the performance of the bank staff in satisfying / dissatisfying the services. 1.5 SIGNIFICANCE OF THE STUDY This study will be as a practical guideline for the bank management to identify weaknessess and rooms for imrovement in their service quality. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where banks compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions, service features, service problems, service recovery and products used. Finds, in particular, that service problems and the banks service recovery ability have a major impact on customer satisfaction and intentions to switch. This study investigates the relationship between perceived performance, satisfaction and behavioural intention, and the extent to which each is associated with actual performance, customers attributions for problems, experience and the level of performance which customers think is possible. Perceived performance and satisfaction are significantly associated with customer standards of the best possible performance, and satisfaction is also associated with the customers attribution of the cause of performance problems. While satisfaction was significantly associated with intention to re-purchase, a significant interaction was found between customer experience and satisfaction. Banks are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. CHAPTER 2 LITERATURE REVIEW Previous researchers have demonstrated the importance of increasing understanding of strategies to resolve customer complaints and more to study the behavior of customers, namely quality of life sex Ndubisi, 2005. Study customer behavior through the CM model to take the complaint as an opportunity to provide solutions, research studies and the Vos Huitema, 2008. As the study by Baptista, 2003 in which an organization should attempt to resolve complaints informally, taken orally and should make proper records and the complaint should be resolved as soon as possible so the problem does not persist. They have also emphasized differences in complaints against the Service Counter and self service terminals Vihtkari Snellman, 2003, is the notion that the use of self-service terminals in the bank to reduce customer complaints, but rather a circumstance where there is 40 per cent of users are not satisfied with the self-service. Researchers previously expressed understanding of customer dissatisfaction is the key to successful implementation of TQM and principals as well as the Puga Leal Pereira, 2002. Researchers say previous satisfaction is waiting to be served a major contributor to quality of service satisfaction Sulek Hensley, 2007. Researchers previously expressed satisfaction with the care, satisfaction, trust and satisfaction as a control, each dependent on each other that Beverland, 2005. Previous researchers to state that organizations need to keep employees as customers and keeping customers as employees of Bowers Martin, 2004. Researchers found that the quality of a product is dependent on the existing knowledge in the management of the Yang, 2006. Researchers say there is a strong relationship between the dimensions of service quality, performance and customer satisfaction. Previous studies have identified the benefits that customer retention delivers to an organisation (see Colgate et al., 1996; Reichheld and Sasser, 1990; Storbacka et al., 1994). For example, the longer a customer stays with an organisation the more utility the customer generates (Reichheld and Sasser, 1990). This is an outcome of a number of factors relating to the time the customer spends with the organisation. These include the higher initial costs of introducing and attracting a new customer, increases in both the value and number of purchases, the customers better understanding of the organisation, and positive word-of-mouth promotion. Customer satisfaction has been said one of the most widely used study in marketing. The previous research has tries to identify a number of variables of customer satisfaction. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten Quality Values which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customers expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction gap which is objective and quantitative in nature. Work done by Cronin and Taylor propose the confirmation/disconfirmation theory of combining the gap described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a study with a set of statements using a Likert scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Based on their responses, customers can be categorized into one of three groups: Promoters, Passives, and Detractors. In the net promoter framework, Promoters are viewed as valuable assets that drive profitable growth because of their repeat/increased purchases, longevity and referrals, while Detractors are seen as liabilities that destroy profitable growth because of their complaints, reduced purchases/defection and negative word-of-mouth. Companies calculate their Net Promoter Score by subtracting their % Detractors from their % Promoters. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model. SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience. J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards. One of the newest and most innovative customer satisfaction measurement methodologies is called Gustometria. Gustometria is real time measurement of customer and employee satisfaction. Customers are invited to answer a short survey by touching the gustometer screen with their fingers. The responses are collected immediately by the Gustometria servers which tabulate the results in real time. Management can then log into their private website and use the sophisticated business intelligence reports which are built in to the Gustometria system. The rewards to firms that establish a loyal customer base have been well documented (Armstrong and Symonds, 1991; Heskett, 1994; Reichheld and Sasser, 1990). In general, increased loyalty leads to lower costs of servicing the firms customers, reduced marketing expenditures, increased business from the existing customer base and greater profits. These rewards are particularly true in the retail banking sector. By increasing loyalty, a retail bank: reduces its servicing costs (i.e. accounts do not have to be opened or closed, and credit ratings do not have to be established; gains knowledge of the financial affairs and needs of its customers (thereby allowing effective and efficient targeting); and has an opportunity to cross-sell existing and new products and services. In one case, a retail bank that increased its customer retention rates by 5 per cent increased its profits by 85 per cent (Reichheld and Sasser, 1990). Improving customer satisfaction, and thereby retention rates, can come from a variety of activities available to the firm. The existing evidence suggests that major gains in customer satisfaction are likely to come from improvements in: Service quality; Service features; and Customer complaint handling. Not surprisingly, there are strong linkages between service quality dimensions (e.g. courteous service providers) and overall customer satisfaction (Anderson and Sullivan, 1993). However, there has been considerable debate as to the basic dimensions of service quality (see Brown et al., 1993 and Cronin and Taylor, 1992, for reviews), the measurement of these dimensions (Brown et al., 1993; Parasuraman et al., 1993; Smith, 1995; Teas, 1993), and the components of customer satisfaction (Hausknecht, 1990; Yi, 1990). Surprisingly, little empirical research has examined the importance of service quality dimensions in determining customer satisfaction. CHAPTER 3: THEORICAL FRAMEWORK AND METHODOLOGY 3.1 THEORICAL FRAMEWORK Independent Variables Dependent Variable SOURCES OF DISSATISFACTION Some empirical studies of service satisfaction suggest that â€Å"the human interaction component of service delivery is essential to the determination of satisfaction and dissatisfaction† (Bitner, 1990). According to Anderson and Sullivan (1993), when consumers perceived service quality performance falls short of their expectation, they become dissatisfied. Lewis and Spyrakopoulos (2001), in their research conducted on UK retail banking, categorized the causes of dissatisfaction in banking sector into five groups i.e. 1) Banking Procedures: Bureaucracy and slow banking, and Failure to keep customers fully aware of their banking situation. 2) Mistakes (i.e. wrong statement) 3) Employee behavior and training: Employees ignorant of certain banking procedures and Employees unwilling or slow to help the customer 4) Functional or technical failures: Long and/or unorganized queues ATMs out of order Limited network or branches Incomprehensible statements of accounts, terms of loans, conversions etc. 5) Action or omission of the bank that are against the sense of fair trade. Yanamandram and White (2004), in their research mentioned nine factors as main reasons ofdissatisfaction. These are lack of branch locations, high interest rates on loans etc, low interest rates on savings, long waiting periods, number of accounts fees, high account fees, poor counter fees, poor counter service, e-banking confusing, poor telephone banking service and others. Furthermore Johnston (1995), in his research demonstrated that, for personal customer of banks, the main sources of satisfaction are attentiveness, responsiveness, care and friendliness whereas the main sources of dissatisfaction are lack of integrity, reliability, responsiveness, availability and functionality. Further he argued that, all the reasons of dissatisfaction are not necessarily the other face of the sources of satisfaction though responsiveness is key component in providing satisfaction and the lack of it is a major source of dissatisfaction. Gronroos, C. (1984), cited in Panther and Farquhar (2004), argued service industry is much prone to entail greater dissatisfaction than products because both technical and functional aspects have an impact on consumer evaluation of the services. In financial services, self-service technologies (SSTs) become more wining tool to deal with customers resulting in customer dissatisfaction. To illustrate banks have adopted internet banking as service delivery tool, with a view to providing better and lowering costs, and sometimes new services to their customers. Further, they explained that presently as a regular practice banks start offering self-service technologies without having carefully studied what the true outcomes will be when customers interact with technology without a human component in the service encounter. SSTs interact with customer in a pre-designed way, rather than understanding individual customers need. Bitner (1990), found several satisfactions and dissatisfaction drivers applying criticalincident techniques. They identified key actions such as employee response to customer needs and requests, failure of service recovery action, lack of prompt and spontaneous employee actions result in both satisfaction and dissatisfaction. Day and Bodur (1977) argued in their research that in most cases dissatisfaction is directly linked with quality of suppliers performance. In their research most frequently mentioned reason for dissatisfaction was, â€Å"The service was rendered in a careless, unprofessional manner.† Some researchers observe dissatisfaction drivers are determined at the time when customers directly interact with a service. Some aspects of a service may not be persuasive for customer satisfaction but can lead to strong dissatisfaction when they are under performed. On the other hand, some aspects of service lead to satisfaction if delivered properly, but may not necessarily emerge dissatisfaction if absent (Srijumpa , 2007). Furthermore, Bolfing (1989), argued that â€Å"Heterogeneity and intangible nature of services itself frequently produced situation in which customers needs are misjudged or mishandled resulting in customers dissatisfaction†. That is the nature of services itself is also a source of dissatisfaction. IMPROVEMENT OF CUSTOMER RELATIONSHIPS Gummesson (1999), finds three different options that a customer can choose between when he or she feels dissatisfied with something that involves their present supplier where the first one is to exit the customers leave for a competitor, or stop buying the goods or services temporarily or permanently. This option is also pointed out by Brandt (2003), who states that if a customer is not satisfied with the product or the salesperson, he or she simply does not purchase from the company again. The second choice is called voice the customers speak their mind and demand correction, and the third option is loyalty the customers remain loyal for lack of alternative suppliers or prohibitive switching costs, inertia, ideological reasons and others, at least within limits. All these options are used by customers according to Gummesson, who continues that the feeling behind them, however, is largely a black box to suppliers. Recovery is more than settling a claim, it is the restoration and strengthening of a long-term relationship and the course of action must be constructive, not just a mechanical routine. If the recovery is successful, continues Gummesson (1999) strengthened by Brandt (2003), then a well resolved customer complaint can create a solid relationship, sometimes better than before the incident. Another aspect that can be turned into something positive according to Arnerup and Edvardsson (1992) is that although many companies consider a customer complaint as something negative, they should instead use it as a possibility to learn more about the customers needs, improve the conditions to satisfy them and strengthen the relationship with them. Nyer (2000) states that customers who were encouraged to complain reported great increase in satisfaction. The author continues that the indirect benefits occurs when an unhappy customer complains, which leads the employee to respond in a way that makes the customer less dissatisfied in the future, and therefore benefits the company as well. Research has shown that excellent complaint management and service recovery can significantly influence customer satisfaction (Johnston, 2001). Furthermore the majority of highly satisfying experiences were the result of something that went wrong and the organization making the effort to compensate the customer: â€Å"The recovery of failures can provide a major opportunity for organizations to create very satisfied customers†. The critical issue is that it is not necessarily the failure itself that leads to customer dissatisfaction; many customers accept that things can go wrong; instead, it is more likely to be the organizations response (or lack of response) to a failure that causes satisfaction or dissatisfaction (Johnston, 2001). Kahn (1995, p. 97) has similar opinions, when emphasizing that it is beneficial to companies to encourage their customer to perform complaints when they are upset or dissatisfied, since these customers can become even more loyal and satisfied customers in the future. Halstead and Page (reported in Johnston, 2001) also find that complaint handling processes shows a clear relationship with loyalty and repurchases intentions. Furthermore, customers who have been successfully recovered not only remain loyal, but can become advocates for the organization, and as such be a source of referral business because word of mouth can be very persuasive in terms of influencing customers to use an organization and its services claims Spreng et al (reviewed in Johnston, 2001). Brandt (2003) follows the same track, describing that customers who experiences a good service recovery will spread more goodwill than even your otherwise best loyal customers do. Soderlund (1999), claims that even though a customer has shown dissatisfaction and directed complaints towards the company, he or she does not necessarily has to be â€Å"lost† to the company, a pleasing reaction and action can turn the annoyance to satisfaction. In many cases, a good recovery can turn upset customers into even more loyal customers and strengthen relationships. Customer retention has been shown to have a direct impact on revenue and profitability states Loveman (reported in Johnston, 2001). Loyal customers tend to buy more, and are willing to pay premium prices, and the company needs to spend less money on marketing activities, all of which increase revenue and profitability according to Johnston (2001). Companies need to understand that even though it is possible to retain dissatisfied customers, it can be difficult since not all customer complain to the company, out of 25 per cent dissatisfied customer, only 5 per cent finds making the effort of complaining worth. While according to Kotler (2003) and out of these 5 per cent, half of the customers report a satisfactory resolution. On average, continues the author, a dissatisfied customer gripes to 11 other persons whereas the satisfied customer only tells three other people, this is also commented by Soderlund, (1997) who finds that satisfied