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buy custom Multivariate Data Analysis essay Strategy is a term that originates from the Greek word stratigiki. It concerns the deployment of an armys resources in a unique manner in order to avoid the combination of threats and weaknesses and try to match opportunities with strengths (Thompson Gamble J., 2007). There is a history of battles where stronger armies (in terms of resources) lost in the battlefield when confronted a weaker army with charismatic leadership and strategy (Sanders Carpenter, 2007). Similarly, in the business world strategy aims to achieve better effectiveness and performance of resources by examining ways of matching strengths with opportunities and simultaneously avoiding the combination of weaknesses and threats (Hitt et al., 2008). As a result in the business there is a need both to know the firm and the business environment better. In this dissertation, the generic strategy of cost leadership will be analysed the Retail Supermarket business in regard to customer service quality, a second objective will be to compare the perceptions of quality across customers in different cultures. 2.1 Cost leadership strategy and customer service in Retail Industry There are three levels of strategy; Corporate, Business (or generic) and Functional level strategy (Lumpkin et al., 2009). Corporate strategy refers to the arenas and the staging in which companies compete with certain products / services (SBUs) on specific markets (Hitt et al., 2008). For example, SW (Southwest) Airlines begun to compete at the late seventies as both a parcel and passenger carrier (selection of certain SBUs) in small trips between the southwestern states of America (Arenas or markets). Business strategy refers to the achievement of sustainable competitive advantage for a certain Strategic Business Unit (Sanders Carpenter, 2007). Walmart for instance was the first international retailer to provide the best prices of its product categories by cutting off every unnecessary frill with slogan: Save money. Live better.. In contrast, Mercedes Benz manufactures luxury cars of high quality at the highest standards and status at premium prices. As for functional strategy, it deals with the alignment of a certain business function (HR, Finance, Operations, and Marketing) with the business strategy strengths (Thompson Gamble J., 2007). In this dissertation the focus will be on the alignment of aspects of marketing strategy with a generic business strategy. If the key factor of a company's productivity is the magnetism of the business in which it functions, an essential minor factor, is its status within that business. Although a business might have low rate prosperity, a company that is perfectly situated can produce bigger returns. A company situates itself by controlling its strong points. Michael Porter has coversed that a companys strong points eventually drop into one of two captions: cost advantage and differentiation. By implementing these strong points in either a wide or narrow range, three generic strategies are shaped: cost leadership, differentiation, and focus. These strategies are implemented at the business entity level (Gonzalez Suarez). They are termed generic strategies since they are not company or business reliant. The next table exemplifies Porter's generic stratagems: These three models are instances of "generic strategies", as they can be implemented to goods or services within all businesses, and to companies of all dimensions. They were initially established by Michael Porter in 1985 in his book Competitive Advantage: Creating and Sustaining Superior Performance. Porter termed the generic strategies, "Cost Leadership", "Differentiation" (creating exclusively attractive goods and services) and "Focus" (supplying a particular service in a niche marketplace). He later sub-segregated the Focus plan into two fractions: "Cost Focus" and "Differentiation Focus" (Porter, 1980). In general, cost leadership is on the subject of being the lowly cost creator in the business. For an association to achieve competitive lead, it should attain general cost leadership in a business it is contending in.For firms contending in a price-responsive market,cost leadershipis the strategic significance of the whole group. It is crucially vital for these firms to have a careful understanding of their costs and cost factors to chase a cost leadership strategy. They as well are required to completely recognize their aimed client groups meaning of quality, generally indicated in terms ofdesign requirements, contractual specifications, delivery and services at the acceptable likely cost. Achieving a cost level that is low in relation to its rivals, is deemed as a specific significance for the firm. For firms not contending on price,a cost leadership strategy is yet critically central. Companies competing in the business via good and service differentiation, will be necessitated to concentrate on cost efficiency and quality, to uphold or improve the worth viewed by their goal customers. Customers will choose products and providers that offer value which compares or surpasses the real and perceived price, both at the time of acquisition and over the products span.Price stays a variable of value, though not to the same level as for an undistinguished market. Consequently, cost control have to be a purpose of each firm, apart from their detailed market point of reference. Companies that acquire a cost leadership strategy, allow them to support market share, protect supply, build access walls, deteriorate threat of surrogates, defend market share against competitors, add to market share, venture new markets, and cut the cost of principal. As the industry setting become yet more vibrant, a strong cost leadership strategy inside the structure of corporate strategy, is fundamental to guarantee the accomplishment of the business. It must offer the course that the entire organization is able to chase in order to protect the firms future endurance and achievement (Porter, 1980). Differentiation strategy consists of a firms intention to achieve profitably by providing superior value to its customers. Thus, the basic implication is that the perceived value should by far exceed the cost (Hitt et al., 2008). Added value chain aims at providing the highest value and customer service without neglecting any cost control. Focus strategy deals with the adoption of either a cost leadership or a differentiation strategy for a specific target group. Porter (1985) was the first to suggest the need of firms to follow a single generic strategy and avoid any combination. Companies are capable of providing extended value to their customers either through differentiation or through low price comparing to the competitors. This study focuses on culture-related perceptions of customers about Retail Service Quality and the implications for applying the generic strategy of cost leadership. As a result the basic generic strategies will be analysed in view of Retailers. Differentiated retailers in specific, try to succeed higher profit margins at higher price by offering a product / service of the highest value (Sanders Carpenter, 2007). This also means that customers can offset superior value for premium prices. On the other flip of the coin, low cost retailers sell their products at the lowest possible prices and customer access costs, on a satisfactory product and service quality (Hitt et al., 2008). This is also reflected on the Customer Value Equation (see figure 2.1 below), developed by Walker et al. (2006). A higher value for money ratio may occur in both strategies; low cost leadership and differentiation as it was presented by Walker et al. (2006). Retailers that minimise customer access costs and provide the best results at the best customer service are able to develop their competitiveness. Alternatively, retailers should provide the best outcome (Results plus Process Quality) comparing to customer costs (Price plus Customer Access Costs) and proceed on benchmarking their ratio with their rivals (Sanders Carpenter, 2007). Porter (1985) revealed that firms cannot combine low cost and differentiation strategy and be competitive at the same time. He also named these firms as Stuck-In-The-Middle, because they were vulnerable to competitors that adopted either a Low cost or a differentiated strategy. IKEA and ALDI for instance have followed this advice, by selling at the lowest prices and minimising their customer services in order to be able to squeeze their prices (Uusitalo Rkman, 2007) (Johansson Thelander A, 2009). However, a research indicated that forty-five percent of customers stated they were completely dissatisfied to neutral and they wouldnt suggest these retailers because they dont offer basic services needed for a satisfactory product (Arnold, 2002). IKEA until 2009 didnt offer assembling of their furniture that was highly valued by a lot of customers (Johansson Thelander A, 2009). ALDI on the other hand has a very dissatisfactory complaints handling policy (mean average of 3.5 on a seven-p oint Likert scale) that makes customers dissatisfied and to develop brand switching behaviours (Uusitalo Rkman, 2007). As a result, the impact of customer service is very important even when retailers adopting the cost leadership strategy. Retailers consider that the best way to reduce costs is to avoid processes that entail customer service. The basic retailing services concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). The most frequent Retail Service complaints concern ineffective complaints handling, lack of information, poor customer care and billing services (long queues etc). The customers that complained declared that their experience was so poor that they wouldnt prefer the store in the future, despite the very competitive prices (Uusitalo Rkman, 2007). On the other hand, Hitt et al. (2008) considered price as a customer satisfaction indicator. Thus, despite the fact that customer satisfaction is impacted by price, retailers need to meet some minimum standards of quality to bolster customer satisfaction. Indeed, todays environment and technology has made customers even more demanding and they require augmented products at a very low cost (Lumpkin et al., 2009). When Porter developed generic strategy theory, the technology didnt offer the opportunity to firms to develop EPR and Flexible Manufacturing Systems (FMS). In addition, no internet and New Information and Communication Technologies were available (Sanders Carpenter, 2007). Firms today have the opportunity to squeeze their costs, for instance Amazon.com offers the best retailing services at a very low cost (Lumpkin et al., 2009). The notion of service quality is further analysed at the next section. Retail involves all activities that openly refer to the sale of products and services to the customer for individual, non-industry exploitation (Retail Glossary, 2005). The retail sector deeply and remarkably accentuates profit margin, and as the global rivalry is rising, prices are being reduced, economies of scale provide a hopeful competitive lead. This might be one of the essential factors for trends toward lesser and wider scope retailers. Three factors that contribute toward such trend, are augmented car possession, augmented rate of households with freezers and refrigerators, and the expansion in the number of working wives. (Jeannet and Hennessey, 1988). Meaning that the augmented vehicle ownership, rising buying power, and time limitations, guides customer from area and small stores, straight into the model of once-per-week shopping at big merchants. The chief strategic marketing judgment residing before a world retails competitor, is whether to implement normalized marketing campaigns throughout the intended countries, or whether it must be tailored to a specific market. This choice has to be supported by considerable comprehension in both the markets fiscal and cultural features. This noticeably holds true for Tesco in our present times. Tesco has attained 25% market share, nearly market diffusion in U.K. Food retailing. Tesco ventured abroad, since it was obliged to. The firm transferred into further regions, such as clothing business and online-shopping. However, that is improbable to provide it the type of development investors aspired for (Griffith, 2002). A retailer fabricates customer constancy through expanding a plain and characteristic representation of its retail offering and constantly strengthening that picture through its products and service. Positioning is the creation and execution of a retail blend to produce an image of the merchant in the consumer's intellect, proportionate to its rivals. A perceptual map is commonly employed to reveal the customer's reflection and fondness for retailers. Tesco and Asda have found their market share drop as the downturn has provoked an alteration in consumer performance, in accordance with numbers from research firm Kantar Worldpanel. When certified statistics revealed RPI price increases at 5pc, Kantar's figures set yearly sales growth amongst British grocers at merely 3.8pc during the 12 weeks into the 7th of August. According to the research group, grocery price increases were in succession at 5.2pc above the period. "It is obvious that consumers are attempting to direct their private inflation, by trading down. This can be executed via looking for cost-effective channels and less costly substitute goods," Kantar said. Sales enlargement of 24.4pc at Aldi provided the trader a 3.6pc market share, up 0.6% and a new high for the firm. In the interim, Lidl witnessed sales surge 13.8pc, as its market share soared 0.2 of a point to 2.6pc. "It's predictable that the markdowns have been remarkably driven forward this month," Kantar said. Therefore, The economic recession and British customers concern for a good buy, has urged record figures of consumers to price cut grocers Aldi and Lidl, to the detriment of the UK's prime superstores. The grocery market persists on generating firm expansion aided by prices increase. These transformations are at the edge, however demonstrate how consumers are rushing to deal with the augmenting pressures on their domestic funds. Shoppers are coping with their budget, by producing more shopping outings, yet purchasing smaller quantities of items. The Customer Satisfaction Model is a universal stage structure the associates the 2 comprehensive Ps (people and performance), and represents the influence of the traditional Ps (product, price, place, promotion). (a) Create customer contentment by meeting, or moreover, surpassing, customers' requirements and prospects, i.e. providing better-quality comparative perceived worth. (b) Accumulate contended (and profitable) consumers into a considerable share of the pertinent supplied market. (c) Influence the market allocations into superior productivity through scale economies (i.e. dispersion of fixed costs over a wide capacity foundation), experience outcomes (i.e. learning curve efficiencies), and market power (e.g. attaining higher contracts from dealers). Firms are encountering more concentrated customer service tensions than ever before. Whenever a service breakdown comes into light, the companys reaction has the prospective either to reinstate customer contentment and strengthen allegiance, or to worsen the situation and force the customer to a contending company. Service recuperation relates to the deeds an organization exert in return to a service breakdown (Gronroos 1988). Recovery organization is believed to have a major significance on customer assessments, because clients are habitually more expressively occupied in and perceptive of recovery service, than in custom or unparalleled service, and are frequently more displeased by an organizations unsuccessful recovery, than by the service breakdown itself (Berry and Parasuraman 1991; Bitner, Booms, and Tetreault 1990). 2.2 Service Quality Determinants and Implications for Managers Service comprises of a providers promise about an experience offering that is guided through interaction between customers and the firm. As a matter of fact, experience is provided to customers through facilities (buildings, vehicles, machinery etc), employees (front-stage and back-office personnel) and processes (Zeithaml, et al., 2008). Since facilities could be easily copied, sustainable competitive advantage in services is relied on HR practices (recruitment, reward schemes, development, job-appraisal, and training) organizational culture, and processes adopted to meet customers needs (Armistead Kiely, 2003). Besides, service providers should adopt practices and strategies that are connected with the unique features of services. The most important special service properties concern intangibility, inseparability and heterogeneity (Svensson, 2006). In modern economy, rarely one finds a service offering of only goods or only services. Instead, most of the offerings concern a mix of goods and services referred in bibliography as products (Wong Sohal, 2003). However, in terms of intangibility there are offerings incorporating more goods and some others are based on services. As a result, there are products characterised by 1) strong search quality, 2) strong experience quality and 3) strong credence quality (Rushton Carson, 1989). Strong search quality is the ability of customers to assess product quality prior to consumption based on obvious attributes (Walker et al., 2006). Clothing, furniture, houses and cars belong to this category, since customers find it easier to assess quality prior to consumption based on such features. On the other hand, products with a great deal of experience quality are the ones that customers are capable of assessing quality only after consumption occurs (Restaurant meals, vacations, haircuts, baby sitting services and telecommunications) (Douglas Connor, 2003). Last but not least, there are products based mostly on services rather than on goods (TV repairs, Legal services, car repair, medical services). These services are strong in credence quality, since customers are based on the providers credibility as well as on the quality of interaction (Gabbie ONeill, 1996). The basic strategy of retailers is to augment their offering using services and for service providers to increase their physical evidences (Armistead Kiely, 2003). As for inseparability, service delivery neither can be separated from the provider nor can be stored in a warehouse (Zeithaml et al., 2008). As a result, quality control cannot easily applied prior to service delivery and as a result, complaints are more easily occur in service-based offerings than in tangible offerings (Armistead Kiely, 2003). This implication suggests that managers should adopt flexible service failure procedures (McCollough et al., 2000). With regards to service heterogeneity, every actual service delivery performance may significantly differ to the standard one. This is attributed to the fact that either customers perceive performance differently or because contact personnel interacts differently with customers during the day (Zeithaml et al., 2008). As a result, employees should know how to react to customers response and requests during the moments of truth (Svensson, 2006). As already mentioned, HR practices are very important to minimise service heterogeneit y (recruitment, customer-centric training, development and effective job appraisal) (Walker et al., 2006). In order to measure service quality as it is perceived by customers, Parasuraman et al. (1988) revealed five dimensions of Service Quality (SERVQUAL MODEL), 1) Reliability, 2) Responsiveness, 3) Assurance, 4) Empathy and 5) Tangible aspects. Reliability is related to the aforementioned heterogeneity that providers should eliminate as possible as they can. Customers need a reliable and consistent service delivery comparing to their expectations, which are formulated by marketing communications (Kotler Keller, 2007). In case service delivery performance fails to meet customer expectations, customer satisfaction and experience become very poor and vise versa (Douglas Connor, 2003). Responsiveness is referred to the speed of problem solving processes as soon as customers make obvious requests (Zeithaml et al., 2008). As far as assurance is concerned, this dimension deals with the customers confidence that the providers service delivery system is capable of safely fulfilling companys pr omises (Benkenstein et al., 2004). Empathy is the emotional alignment of contact personnel to customers problems or requests (Holtz et al, 2008). Finally, the dimension of tangible aspects involves facilities, employees appearance etc. The SERVQUAL model is widely used in banking sector, hospitality and tourism sector as well as in telecommunications (Zeithaml et al., 2008). However, in retail settings this model does not fit properly. Services are also provided to customers in retailing business. The basic retailing services concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). At the next section an adjusted model for Retail Service Quality is developed. LIDL Cost Quality Lidl was established in Germany in the 1930s, but attained its current business as a discounter in the 1970s. Lidle is one of the biggest and well-know low-cost retail store in Germany and in the world. Lidl ventured the UK market in 1994, and now has about 450 UK stores. Nevertheless, the nation is not as absorbed in discounters as Germany, fairly as a result of the effective and efficient marketing of the big four retailers (Tesco, Asda, Sainsbury's and Morrisons) in persuding customers they supply rewarding retail experiences. Thus the control of large supermarket, chains in the UK, and Lidl's market share of just about 1.5% in 2007 (weighed against the market leader Tesco's 27.6% market share). Due to its diminished advertising expenditures, a central store presentation, and a narrow product selection involving namely private label goods, supported by operational effectiveness, Lidl has altered grocery retailing in Germany, where roughly 90% of the German consumers habitually shop at this low-cost retail outlet. Its achievement was an immense factor in Germany, reflecting amongst the lowest grocery prices in entire Europe. The headline retailers encounter in attaining low prices whilst preserving margins, is specifically applicable for Lidl, as it operates under a low-scope culture. Nonetheless, as Lidl is not a publicly-scheduled firm, and reveals trivial financial information, it is not exposed to the probably disturbing shareholder criticism at each and every quarter of the fiscal year results, and is not required to share dividends; therefore attaining a wider range to venture in development to ensure a long-term expansion. Quality is big and prices are small at Lidl, says Karl-Heinz Holland, CEO of Lidl. The keystone of Lidls values is simplicity: pure retail the firm just procures and vends entirely focused on one target to provide the customers, a daily superior quality goods at the greatest feasible prices. Within the supermarket stores, there is a fee for delivery service bags - at Lidl, the shoppers just pay for what they acquire. There are no unknown fees at Lidl, and all the prices are mainly competitive, day after day. They dont tender shopping baskets - at Lidl, they merely give trolleys. The shoppers are required to insert a pound coin as a deposit - that sets aside costs for the firm, where these reductions are allocated to the shoppers. Inside the stores, a number of goods are sold openly from containers or from pallets - at Lidl, they maintain the whole thing as simply as possible, and that is why customers save more money. Lidl has as well been able to set up strong UK development by repositioning the business to emphasize more on prime consumer trends of health and quality. These are significant traits for UK grocery retailers, not simply because they are rising consumer trends, however also as the primary four retailers have launched a model over what is anticipated of grocery stores in the nation. The shopping practice at Lidl is founded on straightforwardness for the consumer. They preserve company costs along, so that the reductions that Lidl apply on operational costs, can be passed on back to the shopper in cut-rate prices. A single factor for Lidl's lesser operational costs, is their narrow assortment of products. Lidl amasses stock around 1,800 lines, judged against roughly 30,000 amassed by the other huge stores. By maintaining their selection small, they have the opportunity to gain smaller-sized stores. Thus sparing on illumination, heating and repairs invoices. Some perceive this philosophy as a bright notion, regarding that study reveals that the majority of customers are likely to purchase only 400 or 500 distinct foodstuffs. Lidl maintains reduced fixed cost via using nominal numbers of store personnel and guiding them on all facets of the store level. Therefore, you will probably view only one affiliate on the till, and another piling the fruit and vegetables. Li ke numerous superstore, headquartered in Germany, Lidl charges shoppers for plastic bags, the rationale behind this is dual: to maintain operating costs to a bare minimum, and to be environment-friendly by urging shoppers to exploit their plastic bags multiple times. With LIDL, goods are chiefly sold from pallets and normalized shelves, resulting in cost savings and logistical benefits, while other huge retail store, such as Tesco, offer their markets an assortment of various shelves and arrangements of products. In brief, LIDL offers a limited selection, in addition to the basic advantage for their consumers the product. However, although LIDL comprises only profits vended per sold item, the firm is able to bring about high number of sales, and high returns, because of its high fixed proceeds of products for each day, calculated against their small variety of goods (Lidl, 2008). Low-cost retailers are discounter shops that are influenced by the discount-strategy, hence offering lower prices, however having a narrow product selection. The size of the shop does not control the approach and strategy of the retailer. Furthermore, a low-cost retailer is a discounter that provides a wide variety of products, limited service, and cut-rate prices. Discount stores offer both private labels, and state brands; however, these trade names are commonly less fashion-focused than brands in department stores. Although Lidl has been known for its low-cost merchandise, the company offers good quality too. Lidl is not overlooking quality, as it is sort of creating a balance between cost and quality, hence following an efficient and effective approach within its course of production. Lidl has been recently focused on generating higher quality that accompanies its low-priced goods. The entire group operates more than 80,000 workers. LIDL is tremendously hierarchically structured, and functions without much communication and publicity about their industry, thus concentrating on the common market strategy of all price-cut retailers. As illustrated above, with their product scope of more than 2000 products, they are supplying everyday goods and further exceptional goods every week on unique offers. Question: How do perceived quality/cost aspects, integrated into a nations distinct dimensions, whether demographic or financial, bring about the desired outcomes and possibilities? 2.3 Retail Service Quality Model Dabholkar et al. (1996) developed proposed a new adjusted model, known as Retail Service Quality Model, to suit to the retailing environments. They also validate it using Confirmatory Factor Analysis to reveal five possible determinants; Stores Physical Aspects, Stores Reliability, Personal Interaction with Stores Personnel, Stores Problem Solving and Stores Policy (for more information please refer to the methodological frameworks chapter). This model is very important for this project, since service is a promise of experience (Zeithaml et al., 2008). Retailers manage customer experience by augmenting their product assortment with retail services, policies and physical evidence (Kim and Jin, 2002). As a result, by measuring Retail Quality, author is able to measure customer experience for LIDL in three different cultures; Irish, German and Greek. The final objective is to make associations with cultural dimensions in order to propose cultural related experience management tactics. B esides, as Yeap and Ramayah (2011) indicated the significance of each retail experience indicator is country and market driven. The aforementioned authors developed different multiple regression models to prove that the importance of each experience dimension varies according to the expectations and preferences persist in each country. As Hair et al. (2006) reinforced, the importance of each independent variable could be examined by assessing both their significance and beta coefficient in a multiple regression model. 2.3.1 Physical Aspects Physical aspects are expected to be very important in retail sector, since they contribute over the decrease of customer risks (Bitner, 1992). A physically nice looking retail environment makes customers to feel safer and entices customers to stay for longer and positively influence their mood, which in turn moderates buying behaviour (frequency of visit, quantities, amount to be spent etc) (Zeithaml et al., 2008). Physical aspects incorporate a series of tangible enhancements like modern-looking equipment and features, physical facilities and shopping materials (handbags, catalogs etc) of high aesthetical value (Yeap Ramayah, 2011). In addition, convenient and clean areas influence both mood and customer satisfaction (Bitner, 1992). Physical aspects are also considered as a hygiene factor as Herzberg originally mentioned (Thompson Gamble, 2007). Convenient and clean facilities contribute to an environment that does not harm overall customer experience. However, dirty and messed ar eas dissatisfy customers, negatively affecting their behaviour and motivation both to buy in the future as well as to recommend the store to friends and colleagues (Theodoridis et al., 2009). The layout of the supermarket is also imperative to enhance customers experience, since it deals with the search effort and costs of customers. A layout that facilitates customers buying decisions significantly reduces physical and psychological risks associated to the time needed to find products (Zotos et al., 2010). It also makes it easier for consumers to move around in the store. 2.3.2 Reliability Reliability is the ability of a retailer to provide homogenous, consistent and error-free services and transactions comparing to the promises that are communicated by the Integrated Marketing Communications (Kotler Keller, 2007). Marketing communications deal with the delivery of messages and expectations from the retailer to customers connected to the positioning strategy and Unique Experience Proposition of a certain retailer (Theodoridis et al., 2009). For instance a message You find everything you want at the best price transfers a message that merchandise is available at the best price. As soon as retailers fail to meet the communicated experience, they simply dissatisfy customers due to their unreliability (Mehta et al., 2000). 2.3.3 Personal Interaction with Personnel Services are provided when customers and front-stage personnel interact (Zeithaml et al., 2008). This is also mentioned as service encounter and the time of interaction as the moment of truth (Walker et al., 2006). First line employees in super markets provide services, since they interact with customers. The basic services in retail concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). Mayer et al. (2003) proved that the interaction itself explains a great deal of performance variability in services. The most crucial constituents of personal interaction in retail involve employees ambience, effort, empathy and courtesy (Mayer et al., 2003). The ideal personal interaction of customers with employees include personnels knowledge and behaviour for responding accordingly to customers requests, honesty and safety in transactions, punctuality of services and individual attention (Walker et al., 2006). 2.3.4 Problem Solving Problem solving in Retail settings entails every process for responding to customers problems in order for the retailer to recover errors occurring in the service or product delivery (McCollough et al., 2000). Three are the most vital issues in supermarkets problem solving; 1) The successful handling of returns and exchanges, 2) The emphatic interest of the contact person to solve the problem and 3) The ability of the employee to handle customer complaints directly and immediately (Dabholkar et al., 1996). These strategies show a sincere interest to customers needs that consumers highly appreciate. A problem or a service error usually hampers customer satisfaction. However, a successful handling of customers complaint is a critical success factor of experience management, since customer experience and satisfaction gets better comparing to the prior-complaint time (service recovery paradox) (McCollough et al., 2000). This does not mean that retailers should repeat such errors. In case customers experience more than once there is no any effect of the service recovery paradox (Zeithaml et al., 2008). 2.3.5 Policy Companies policies influence customer experience (Yeap and Ramayah, 2011). The ideal store for the customer is the one that adopts flexible and customer oriented policies (Zeithaml et al., 2008). Product assortment and quality is the first policy that retailers should make their decisions upon (Theodoridis et al., 2009). Business strategy is a key question. Low cost retailers often adopt a merchandise of high value for money, which usually reflects an assortment of private labels (PLs) (Kim Jin, 2002). On the other hand Differentiated retail-chains usually follow a product assortment policy of less Private Labels and more SKUs (Stock Keeping Units) that actually increases stock keeping costs and other overhead costs (Dabholkar et al., 1996). The second policy deals with the stores ease of access that seriously affects physical and psychological effort (Mehta et al., 2000). Both the parking and the operating hours influence ease of access that retailers should influence (Mehta et al. , 2000). Last but not least, experience is also affected by the companys flexibility in terms of payment methods (Dabholkar et al., 1996). As a result, it is vital for retailers to accept most major cards. 3. METHODOLOGICAL FRAMEWORK 3.1 Introduction Methodological framework concerns the structure as well as the planning of a research project (Saunders Thornhill, 2003; pp 56). Methodological framework ensures the use of the best case to case data collection method (see section 3.2), providing researchers with the most reliable and proper data for both an efficient and an effective research (Parasuraman et al., 2007; pp 63). Furthermore, the methodological framework puts the research on the rail to collect a representative sample with regards to the total population (see paragraph 3.3) in order to minimise the sampling error (Malhotra, 2008; pp 85). Last but not least, the research framework represents every possible interaction between two or more variables by simultaneously helping readers to understand the hypotheses building. 3.2 Data Collection Method In general, there are two basic methods to collect primary data; Qualitative and Quantitative method (Parasuraman et al., 2007; pp 76). The former concerns the data collection through evoking emotions from persons of a certain population through questions / discussion axis in focus groups or in-depth interviews. In addition, the Delphi method is useful to collect data from experts about new product development (Malhotra, 2008; pp 91). Qualitative method requires a great deal of interpersonal skills and knowledge about psychology as well as various facilities to isolate participants from various types of noise (Saunders Thornhill, 2003; pp 79). One further barrier of using a qualitative method is that the researcher should carefully pick a small number of participants out of the population to represent the research. As a result, there is a peril to collect unreliable data (Parasuraman et al., 2007; pp 78). In addition, because of the interaction between researchers and participants, researchers should reassure objectivity and not to influence participants answers (Saunders Thornhill, 2003; pp 84). On the other hand, Quantitative method in social sciences is conducted through a SURVEY. The latter is based on a strict data collection tool that regards a QUESTIONNAIRE. The quantitative method is characterised by strong discipline and reliability using various statistical methods of inference (and significance) as long as the sample of the survey ensures normal distribution (Malhotra, 2008; pp 127). One further advantage of this method is that researchers can explore relationships between two or more variables or scales, without directly asking for obvious or sensitive answers (Parasuraman et al., 2007; pp 102). Besides, the research tool or construct is based on research of other authors that further ensures the validity and reliability of the research. In addition, attitudes, perceptions and behavioural aspects, could be further collected using quantitative scales (e.g. Likert) (Malhotra, 2008; pp 165). Since the purpose of this research entails the measurement of attitudes like customer satisfaction, perceptions (perceived quality) and behavioural aspects such as customer loyalty, the use of a SURVEY matched the needs of this research. 3.3 Data Collection Scale Goods incorporate services to enhance customers experience. Especially in retailing, where goods are sold, services are mandatory for the customer experience management. Besides, service augmentation is a basic tool of differentiation along with product assortment in the super market retailing business. A service consists of an experience promise about service quality. Parasuraman Zeithaml and Berry (1988) first referred to perceived quality and developed a respective construct named SERVQUAL model for collecting service quality data. Dabholkar et al. (1996) further developed a construct to measure the post-purchase perceived quality with regards to the service encounter. Parasuraman et al (1998) proposed four basic precursors of service quality that are Reliability, Responsiveness, Assurance and Empathy to be measured on a Likert scale. Dabholkar et al. (1996) first developed an instrument, known as Retail Service Quality Scale (RSQS), to suit to the retailing setting making adjustments to the SERVQUAL measure. They also validate it using Confirmatory Factor Analysis to reveal five precursors; Stores Physical Aspects, Stores Reliability, Personal Interaction with Stores Personnel, Stores Problem Solving and Stores Policy. The aforementioned construct incorporated twenty items on a five points Likert scale (1= I Strongly Disagree, 5= I Strongly Agree) that is presented in Questionnaires parts one to five (see appendix). Mehta et al. (2000) further proposed a construct validated using Reliability and factor analysis adjusted for Supermarkets and electronic goods retailers focusing on customer satisfaction, overall quality and customer Loyalty using a seven-point Likert scale (see Questionnaires part six in appendix). 3.4 Sampling Procedure and Sampling Plan The sampling procedures as well as the plan further ensure the reliability of the research in terms of sampling error and structure. Third parties also develop relationship of trust as long as they know the exact reasons of the projects decision making. In general there are five major decisions that have been made (Parasuraman et al., 2007; pp 111-132); 1) the definition of the population, 2) the definition of the sampling frame, 3) the definition of the sampling method, 4) the definition of the samples size and 5) the implementation of the sampling plan. The last process refers to 6) data coding and entry. As for the first decision it concerns adult customers of the retailing chain of Lidl in the capitals of 3 different countries; In Dublin (Ireland), Berlin (Germany) and Athens (Greece). Adult persons were selected, because of the fact they are the main decision makers. The countries were selected to represent different cultures and the capitals were decided, since they represent a high percentage of their total population. As far as the definition of the sampling frame is concerned, it deals with the access of data in various sampling units where sampling elements are reached. In this research, the sampling frame was the internet itself, in which two central stores of Lidl (sampling units) were chosen to receive fifty valid questionnaires from its customers (sampling elements). The third decision deals the way a sample is acquired that impacts the sampling error. The latter is minimised by using a Simple Random Sampling method. This method is both time and cost efficient per unit of sampling error and it also guaranties the existence of normal distribution necessary for statistical inference (Malhotra, 2008; pp 183). With regards to the samples size, as Parasuraman et al. stated (2007; pp 151) one rule of thumb to decrease the sampling error is to receive data out from three-hundred and twenty sampling elements in Business to Consumer research. As for the implementation of the sampling plan, it took place outside the LIDL stores from 18.00 to 21.00, local time, to ensure employees presence. In order to ensure simple random sampling there was a simple process designed. A number was chosen from one to five, in this case number three and as a result the third, the eighth, the thirteenth etc customers were requested to participate. As far as the last stage is concerned, answers were coded in SPSS application to execute descriptive and inferential analysis. 3.5 Research Framework This research was based on the following research questions: 1) What impacts customer experience in Ireland, Germany and Greece? The first research question entailed the exploration of the most influential factors of customer experience in Ireland, Germany and Greece. Using multiple regression analysis, the researcher revealed significant factors possibly connected to cultural differences. 2) Do different precursors related to cultural differences? Using Bivariate analysis and Pearsons significance tests, any such different experience precursors were examined in order to check the impact of cultural dimensions. Using the findings of GLOBE research project, the author crosschecked possible relationships between experience factors and cultural dimensions as mentioned in the Literature Review. The results indicate managers how marketing strategy should be adjusted according to cultural differences. 4. FINDINGS 4.1 Samples Statistics As far as the samples demographics it concerned, 55.83 percent were men and 44.17 percent women (see Figure 4.1 and Table 4.1). This reflects the reality. For instance in Greece, women are used to live with their parents until their marriage. As a result households with a single persons concern men mostly. One further reason for this in mmany western countries is because of the fact that women are more likely to be unemployed and thus they cannot afford to live alone. Table 4.1 Sample's Demographics - Gender Frequency Valid Percent Male 201 55.83 Female 159 44.17 Total 360 100.00 As for the composition of the participants age, 15 percent of them were up to forty-five years old. 28.61 percent of them were between forty-one and fifty-two, whereas a 22.22 percent of the sample aged between fifty-three and sixty five. Approximately one fifth of the total sample was between sixty-six and seventy-five years old. Finally, a 13.89 percent of the participants aged more than seventy-five years old. This fact indicates the ageing of the Europes population, especially in these three countries. For more information, please refer to Figure 4.2 and Table 4.2. Table 4.2 Sample's Demographics - Age Frequency Valid Percent 18-25 14 3.89 26-33 22 6.11 34-40 18 5.00 41-46 30 8.33 47-52 73 20.28 53-65 80 22.22 66-75 73 20.28 75+ 50 13.89 Total 360 100.00 With regards to the samples composition by its annual income, the majority (60.56%) of them earn up to twenty-two thousand Euros, indicating that Lidl targets on the poorest customers. However, a 14.72 percent earns between twenty-two and twenty-six thousand Euros, whereas 11.67 percent, between twenty-six and thirty thousand Euros. Lastly, only a 13.06 percent of the total sample earns more than thirty-thousand Euros (See Figure 4.3 and Table 4.3 below). Table 4.3 Sample's Demographics - Income Frequency Valid Percent Between 6 and 12.000 78 21.67 Between 12 and 18.000 71 19.72 Between 18 and 22.000 69 19.17 Between 22 and 26.000 53 14.72 Between 26 and 30.000 42 11.67 30.000 47 13.06 Total 360 100.00 As far as the samples educational status is concerned, a 10.28 and a 10.56 percent graduated Primary and Secondary School respectively. The majority of the respondents declared they graduated High school (55.83%). A 13.06 percent graduated a Technical School and only a 6.94% was in possess of a university degree. Finally, a small part of the sample replied they had a Masters Degree (2.22%) or a PhD/ Doctorate Degree. For more information please refer to the following Figure 4.4 and Table 4.4. Table 4.4 Sample's Demographics - Education Frequency Valid Percent Primary School 37 10.28 Secondary School 38 10.56 High School 201 55.83 Technical School graduate 47 13.06 University Graduate 25 6.94 Masters Degree 8 2.22 PhD - Doctorate 4 1.11 Total 360 100.00 Last but not least, the sample was equally distributed to include three distinct Nationalities (see Figure 4.5 and Table 4.5); the Irish (33.33%), the German (33.33%) and the Greek one (33.33%). Table 4.5 Sample's Demographics Country of Origin Frequency Valid Percent IRELAND 120 33.33 GERMANY 120 33.33 GREECE 120 33.33 Total 360 100.00 4.2 Retail Service Quality Scale Statistics Factor Analysis Approach Using factor analysis, the Author confirmed the existence of five different Service Quality precursors (1) Stores Physical Aspects, (2) Stores Reliability, (3) Personal Interaction with Stores Personnel, (4) Stores Problem Solving and (5)Stores Policy, as mentioned in the chapter of the methodological framework. Tables 4.6 to 4.10 present the factor analysis result from SPSS application. Table 4.6: The Physical Aspects' Scale(a) ITEMS Component (Raw) Component (Rescaled) This store has modern-looking equipment and fixtures 1.559 0.976 The physical facilities at this store are visually appealing 1.602 0.960 Materials associated with this store's service (such as shopping 1.577 0.977 This store has clean, attractive and convenient public areas 1.491 0.950 The store layout at this store makes it easy for customers to find 1.584 0.979 The store layout at this store makes it easy for customers to move around in the store 1.561 0.983 Extraction Method: Principal Component Analysis. (a) 1 component extracted. Table 4.7: The Reliability Scale(a) ITEMS Component (Raw) Component (Rescaled) When this store promises to do something by a certain time, it will do so 1.353 &n Buy custom Multivariate Data Analysis essay

Subtle Expressions of Patriotism Essay Example | Topics and Well Written Essays - 750 words

Subtle Expressions of Patriotism - Essay Example It is not the cultures of the Irish, Hispanics, and Germans that dot this continent. America is a set of principles, values, and ideals that have remained unchanged for over two centuries. Giving our continual vigilance and support to these abstract concepts is what patriotism is. A colorful hat or a flag on the lawn does little to strengthen our nation or bind us together as a people. Living the principles and ideals of our founding fathers is a subtle, yet powerful, way to not only show our patriotism, but to put it to work to strengthen our nation. Practicing the founding principle of equality binds us together in a nationalistic environment that creates the strength of numbers with the peace of individualism. We practice equality in our day-to-day lives by acting on the immortal words "We hold these Truths to be self-evident, that all Men are created equal, that they are endowed, by their Creator, with certain unalienable Rights" (Declaration of Independence). We live up to this ideal by treating our fellow citizens with dignity and respect. This calls us to do more than simply profess to be fair and equal in our treatment of minorities, religions, and opposing political opinions. It means that we must also accept them as legitimate and equal in terms of allowing them to exist, flourish, and grow. The practice of equality is a subtle expression of patriotism that is built upon the foundation of our nation's beliefs. Equality helps our nation assure that we are allowed to remain free and have the liberty that our independence granted us. Founding father Thomas Jefferson warned us that, "The price of freedom is eternal vigilance" (qtd. in Quotation Page). Our subtle patriotism is shown by our continued watch over our government, its excesses, and its direction in forming our domestic and foreign policies. As with equality, this expression of patriotism also requires action on the part of the citizenry. It requires us to stay informed of the issues that affect America. It demands that we participate in government when possible and whenever necessary. This may mean taking the simple action to vote, or may require running for public office. In addition, as Mark Twain said, we need to support our government when it deserves it. Freedom is a right that must be lived and watched over to assure it remains a part of our American tradition. As a nation that is built on equality and liberty, we have a patriotic obligation to support our country when we can, and criticize it when we can't. While we see our brave soldiers as true patriots, some patriots may be subtler in their approach. Visiting a veteran's hospital to thank the courageous men and women that have placed their life in harms way for our freedom is a quiet, yet forceful, show of patriotism. In addition, we must be willing to criticize our government when our conscience tells us that the government is taking action that is not in the best interest of the people. Civil disobedience can be as patriotic as enlisting in the armed forces. In both cases we are defending the principles and values that make this nation America. In conclusion, patriotism is an action that must be lived and incorporated into our daily lives. It isn't displayed by our once a year display of flags and fireworks. Patriotism is an

Health care questions Essay Example | Topics and Well Written Essays - 1000 words

Health care questions - Essay Example rch has got its own due place within the midst of things and it would only be natural to decipher the true meaning of public health systems if proper measures are undertaken to take care of the patients under consideration. These patients should be given the room to have a better treatment regime in place so that their health could be insured and the measures that go in the wake of finding out such nuances are also given the much needed boost that is required within such discussions. The research regimes will aim to further find out how the development of future public health systems would mean success for just about everyone who is related with the public health quarters in one way or the other. In essence, research will find out the different developmental measures, means and pathways through which success can be envisioned and new opportunities to further expedite the process of giving better return on the public health systems for the sake of the common man are determined and thu s provided. As known to the public health systems that are prevalent in the time and age of today, the most important factors in the delivery of the same include the leadership quarters and the management ranks of the public health systems. What this implicates is the fact that a leader who has his say within the provision of public health in a proper way goes to show that the public health systems are built upon in a very serious way, and that there would be success for the people who matter the most – the stakeholders who are the patients themselves. Apart from leadership, there is a dire need to comprehend that managing the related activities of public health are also very significant. This is because the successful development and management of public health systems and activities would pave the way for the eventual linkage that is established amongst the different stakeholders and not just between the patients and the public health domains. There is a good amount of

If Division by Zero Were Allowed Essay Example for Free

If Division by Zero Were Allowed Essay Division is a basic mathematical operation by which we divide a number called dividend by another number called the divisor. This division functions is very simple and is the base of many complex mathematical functions. But there’s a very simple division which is indefinable, and that is the division of a number by zero, which is indefinable. We have been studying through out student life that division of a number is indefinable (infinite). But still if division by zero were allowed than what kind of impacts it would have on our daily lives and surroundings? If this were allowed it would open new breakthroughs in the realm of science, and also at the same time start many confusions and errors. The world of science and technology would be going under a serious and altering change, having deep impact on almost anything related to these fields. Impact on Mathematics: Mathematics revolves around its basic operations, addition, subtraction, multiplication and division. All complex and simple mathematical operations include the above basic operations. With out them solution would not be possible. It has been ruled out that division of a number by zero is indefinable (infinite). By infinite we mean that it cannot be defined Let us suppose if we temporarily allow this what kind of possibilities what would we get? Let’s take a simple example in which we take the following case. Let us consider the following equations, A/B = C We can consider A = 9 B = 0 Then the above equation can be written as, 9/0 = C If we consider division by zero as possible then we can make the following changes, 9 = 0*C 9 = 0 Now from the above example we have just considered the possibility that a number can be divided by zero and taking this hypothesis we moved forward with its testing, but in the end a very baffling result is achieved: 9 = 0 This is not possible because the number 9 is something substantial and an amount which cannot be nullified in an instant. Hence this proves that whenever a there’s division by zero there will always be an anomaly, and so it can be inferred that the answer given will always be impossible. Impacts on Technology: Our technologically advanced world is based on computer technology. The computer contains an Arithmetic Logic Unit (ALU). This unit handles all the mathematical operations performed in a computer. Even the computer programs are based on these operations. Computers can’t divide anything by zero, because they have been programmed not to do so. So if a computer were ever to divide something by zero we would be in big trouble keeping in view the original programming of the computers. Just imagine this possibility, world wide computer crashes would occur. Chaos would spread by the loss of data. Planes, satellites, appliances would not work. Imagine what kind of life would be there. Navigational equipment might not work properly which could lead to many disasters like airplane crashes, accidents. This has happened before when On September 21, 1997, a divide by zero error in the USS Yorktown caused all the computer system on the ship to malfunction and the boat stopped in the middle of an ocean . In the present situation of our technological development, we are dependent on our computers and other such gadgets so a loss of them would be a major blow overall. Impacts on Physics: When we study physics we may get many laws and mathematical theories in which division of a quantity with the other is made. In all these laws whenever we face a problem of division of a physical quantity with zero, we always infer it as infinite. If this zero division would be made possible the current laws would be changed as to impossible to exist in actual. We take an example of Density. Mathematically, D = m/v (Density D, mass m, volume v) We assume that volume (v) goes to zero, D = m/0 If this division is possible we can write above as, D*0 = m This would give, 0 = m This is not possible as per Law of Conservation of Mass, which states matter can neither be created nor destroyed. Again it was seen that division by zero is ambiguous and if allowed it would lead to the impossible and impractical results. In the above stated example we clearly see that a mass can never be zero, the reason being is that a mass is weight and for it to exist it would have to have some weight and thus it is proved that it can’t be divided. Impact on Commerce and Banking: If a bank employee or computer accidentally divides your bank balance by zero think what would happen. Wouldn’t your balance become something inexhaustible? You could use all the money available in the world and not be aware of it. Similarly in commerce, if during purchase buying of goods this mistake would occur. Either the purchaser or the seller would face bankruptcy. So the worst possible economic chaos would be occurring in the field of commerce and banking sector as only a sole party, either the bank or individual consumers, would be facing all the burden and humiliation of the bankruptcy.

The Pathogenesis of Down’s Syndrome Essay -- Science Medical Genetics

The Pathogenesis of Down’s Syndrome Down’s syndrome (DS) is the most common cause of mental retardation in the United States. It occurs with a frequency of one in 700 live births. The disease is caused by the presence of three copies of chromosome 21 as a result of chromosomal mutation (95% nondisjunction, 5% translocation) during cell division, leading to a total of 47 chromosomes instead of the normal number, 46. There are no individuals with the clinical signs of DS who do not have at least partial trisomy of chromosome 21. Conversely, there are no cases of people with trisomy 21 who do not have DS (Patterson, 1987). Patients suffer from a variety of physical and mental problems. Physically, the disease manifests itself in epicanthic folds of the eyes, flattened facial features, unusual palm creases, muscular flaccidity and short stature (Patterson, 1987). Many are born with congenital heart defects and increased risk for cataracts, leukemia and Alzheimer’s disease. In addition to the anatomical abnorm alities, DS patients suffer from biochemical imbalances including elevated levels of purines - a condition that can by itself lead to neurological impairment, mental retardation, and immunodeficiencies. The life expectancy for DS patients is approximately 30 years. However, with advancing medical care and therapy more patients are living to the age of 50. All individuals with DS over the age of 35 develop the same kind of abnormal microscopic plaques and neurofibrillary tangles in the brain as people who die from Alzheimer’s disease, the major cause of presenile dementia. Although a vast amount of literature exists on DS, little is known about why the presence of an extra chromosome causes mental retardation. In addition to ... ...ogy and Experimental Neurology, 49: 509-518. Ferrer, I., Gullotta, F. (1990): Down’s Syndrome and Alzheimer’s Disease: Dendritic Spine Counts in the Hippocampus. Acta Neuropathol, 79: 680--685. Mann, D. M. A., Brown, A., Prinja, D., Davies, C. A., Landon, M., Masters, C. L., Beyreuthers, K. (1989): An Analysis of the Morphology of Senile Plaques in Down’s Syndrome Patients of Different Ages Using Immunocytochemical and Lectin Histochemical Techniques. Neuropathology and Applied Neurobiology, 15: 317-329. Patterson, D. (1987): The Causes of Down Syndrome. Scientific American, 255: 52-60. Takashima, S., Ieshima, A., Nakamura, H., Becker, L. (1989): Dendrites, Dementia and the Down Syndrome. Brain Development, 11: 131-133. Wisniewski, K., Bobinski, M. (1991): Hypothalamic Abnormalities in Down Syndrome. The Morphogenesis of Down Syndrome., 153-167. The Pathogenesis of Down’s Syndrome Essay -- Science Medical Genetics The Pathogenesis of Down’s Syndrome Down’s syndrome (DS) is the most common cause of mental retardation in the United States. It occurs with a frequency of one in 700 live births. The disease is caused by the presence of three copies of chromosome 21 as a result of chromosomal mutation (95% nondisjunction, 5% translocation) during cell division, leading to a total of 47 chromosomes instead of the normal number, 46. There are no individuals with the clinical signs of DS who do not have at least partial trisomy of chromosome 21. Conversely, there are no cases of people with trisomy 21 who do not have DS (Patterson, 1987). Patients suffer from a variety of physical and mental problems. Physically, the disease manifests itself in epicanthic folds of the eyes, flattened facial features, unusual palm creases, muscular flaccidity and short stature (Patterson, 1987). Many are born with congenital heart defects and increased risk for cataracts, leukemia and Alzheimer’s disease. In addition to the anatomical abnorm alities, DS patients suffer from biochemical imbalances including elevated levels of purines - a condition that can by itself lead to neurological impairment, mental retardation, and immunodeficiencies. The life expectancy for DS patients is approximately 30 years. However, with advancing medical care and therapy more patients are living to the age of 50. All individuals with DS over the age of 35 develop the same kind of abnormal microscopic plaques and neurofibrillary tangles in the brain as people who die from Alzheimer’s disease, the major cause of presenile dementia. Although a vast amount of literature exists on DS, little is known about why the presence of an extra chromosome causes mental retardation. In addition to ... ...ogy and Experimental Neurology, 49: 509-518. Ferrer, I., Gullotta, F. (1990): Down’s Syndrome and Alzheimer’s Disease: Dendritic Spine Counts in the Hippocampus. Acta Neuropathol, 79: 680--685. Mann, D. M. A., Brown, A., Prinja, D., Davies, C. A., Landon, M., Masters, C. L., Beyreuthers, K. (1989): An Analysis of the Morphology of Senile Plaques in Down’s Syndrome Patients of Different Ages Using Immunocytochemical and Lectin Histochemical Techniques. Neuropathology and Applied Neurobiology, 15: 317-329. Patterson, D. (1987): The Causes of Down Syndrome. Scientific American, 255: 52-60. Takashima, S., Ieshima, A., Nakamura, H., Becker, L. (1989): Dendrites, Dementia and the Down Syndrome. Brain Development, 11: 131-133. Wisniewski, K., Bobinski, M. (1991): Hypothalamic Abnormalities in Down Syndrome. The Morphogenesis of Down Syndrome., 153-167.

Dickens’ skill Essay

Dickens’ skill is especially shown in his creation of Magwitch. Discuss the convict’s importance both as a key figure in Pip’s life and as a means of criticising society. Dickens uses his skill to make the reader believe that Magwitch is an evil person at the beginning of the novel. Dickens describes Magwitch as seen through a child’s eye, which is Pip. The first image of Magwitch is exaggerated because of a child’s imagination and terror. Dickens uses sounds and smells to remember people. For example Jaggers always smells of scented soap after court and when Magwitch is emotional there is a click in his throat. Although these are minor details we recognise people quicker. At the beginning of the novel we associate Magwitch with animal and beast like manners. This is because the first impression of Magwitch through the young Pip and then the hunt for Magwitch by the soldiers. In chapter 28 while Pip is travelling to Satis House he hears a conversation between two convicts who are being transported by coach under guard. Here the convicts are described as â€Å"a most disagreeable and degraded spectacle. † Dickens uses words like â€Å"growling † to covey the impression that these convicts are animal like. Dickens describes the convicts as, â€Å"Then they both laughed, and began cracking nuts, and spitting the shells about. † Dickens is making the point that if you treat some one like animals then they will act like animals. This shows how convicts were treated in society and Magwitch was also a convict. The ship that Magwitch boarded was ironically called Noah’s Ark. This is where animals boarded in biblical time. Magwitch’s true personality slowly shows through the novel. For example in chapter 5 Magwitch tells Joe that he stole his pie and file. Magwitch even apologises to Joe when he says, â€Å"Then I’m sorry to say, I’ve eat your pie. † Joe replies with a compassion answer saying,† we wouldn’t have let you starved to death for it†¦ would us Pip? † Then Magwitch throat clicks. Here I think that this shows the two real gentlemen of the story. Although their grammar is not the best one shows remorse and guilt and the other shows compassion. I am very surprised when Magwitch says he stole the file and pie. This is because firstly he did not do it he only said this to divert suspicion from Pip, a boy he never really knew. Secondly in Victoria time people could be hanged for stealing and this shows that Magwitch is a very selfless person. In the most influencing chapter of the novel, chapter 39 where Magwitch returns Pip life changes. Magwitch’s arrival has mixed feelings and mixed blessings. Here we find out that Magwitch is Pip benefactor and Pip feels revulsion and disgust, which is also shared by us the readers, that his â€Å"expectations have been paid for by a convict. This is when Pip realises that he never had any â€Å"Great Expectations†, that Estella and Satis House were never intended for him and Miss Havisham was never his benefactress. In the chapter we now see Magwitch through an adult’s eye where he does not seem violence or evil. Pip uses words like â€Å"I shuddered†, â€Å"abhorrence†, â€Å"dread† and â€Å"repugnance† in this chapter but soon later change. Dickens skill is shown through this book very well because although Magwitch is one of the most important characters he disappears for a long time in the book. Magwitch is a key character in the novel to unveiling all of the mysterious in it. There is a gradual uncovering a denouement by him in chapter 42 called â€Å"Compeyson. † We find out a lot about Magwitch’s heritage that he was born poor and that he had no family. Magwitch talks of his first memories as a young child he says, â€Å"I first become aware of myself†¦ A thieving turnips for my living. Someone had run away from me†¦ and he’d took the fire with him and left me very cold. † This shows how society has neglected orphans his first memories is of stealing and being betrayal. Magwitch talks about his trial where Compeyson got 7 years and Magwitch got 14 years. Compeyson got half the sentence because, â€Å"First of all what a gentleman Compeyson looked with his curly hair and black clothes and his white pocket handkerchief and what a common sort of wretch I (Magwitch) looked. † Magwitch said that he had given up all hope when he said, â€Å"I was hiding among the graves there envying them as was in them. † This definitely shows how poor people and convicts were treated that society did not look after them and that these people felt no sense of place or belonging n the world. Dickens uses this chapter to show the inadequacy in the legal system and also that there is a lot wrong with society. Magwitch was not legally married to Molly but only married â€Å"over the broomstick† this shows that there is no legal marriage or protection for the poor. I think that society is using Magwitch, as a scapegoat so that they can charge him for crimes he did not commit so they can feel better about their society thinking it is safer. Whereas the real criminals in the novel are free, for example Compeyson a forger, Orlick a murderer and Drummle a wife beater. Magwitch clearly has an impact in Pip life for good and bad reasons. If Pip had never met Magwitch he would still live at the forge with Joe and probably in the future married Biddy. So basically Magwitch seems to have ruined Pip’s life. Although Magwitch does more harm then good he does not do it intentionally whereas Miss Havisham did. I think Miss Havisham is, in a way, a victim because she was left at the altar on her wedding day and cuts herself off from society. Miss Havisham got her revenge on men, which was Pip through Estella but later regrets what she has done. Although Miss Havisham has ruined his life he can still forgive her. I think Pip forgives her because although Miss Havisham is eccentric he has learnt that there can be another side to a person. I think that Pip found this out when looking after Magwitch first he is repulsed and now he loves and pity him. Magwitch brings out the good qualities in Pip he is his moral educator. For example Pip looks after Magwitch but does not take any more money off him. Here Dickens is idealising Pip through Magwitch. At the beginning of the novel Pip was child but now Magwitch has become the child because he needs looking after. From the part of the novel when Pip is with Magwitch he grows morally. He learns that a gentleman is not just a good education, wealth and stature it is about self-sacrifice, loyalty and compassion. Pip even risks his life for Magwitch when there is a note saying someone has news on Magwitch. Pip goes straight away even with an injured arm and there he finds it to be a trap that it is Orlick who tries to kill him. He learns the great value of friendship and he buys Herbert branch of Clarrikers’ business. I think Pip does this because he feels guilty for getting Herbert into debt in the first place. Not only did Pip feels pity for Magwitch when he is dying so did Jaggers. For example Jaggers tries to push back Magwitch’s trial date back so he can die in peace but it fails. This is shown when it says, â€Å"Mr Jaggers caused an application to be made for the postponement of his trial. † Again Dickens makes a point about the legal system when he says, â€Å"The trial was very short and very clear. † Basically Dickens is criticising how he poor were judged in court; it was guilty until proven innocent for them. At Magwitch’s trial he is condemned to death and he says, â€Å"My Lord, I have received my sentence of Death from the Almighty, but I bow to yours. † Magwitch says this in the most elegance way and shows his courage in accepting his death sentence. By the time of his trial and death he has acquired a dignity which did not seem to be evident when he was the animal which â€Å"glared and growled† and frightened Pip half to death at the beginning of the novel.

Child Abuse and Neglect Essay - 763 Words

Every day, about five children in the United States are murdered by a parent or caretaker. In 2014, more than 3 million reports of child abuse were made in the United States involving more than 6 million children. Child abuse kills more children in America than does accidental falls, choking on food, suffocation, or fires in the home (Newton). As if these statistics weren’t horrifying enough, they are inaccurate in relaying the actual number of children that have fallen victim to child abuse in the United States. The sad reality is child abuse is severely under-reported in the United States. Most abused and neglected children never come to the attention of government officials. Victims almost never speak of their abuse for fear of†¦show more content†¦According to the data that I have researched, on average, sixty-two percent of child abuse perpetrators are females that are generally, under the age of thirty. While men accounted for the remaining thirty-eight percent. However, men that abuse their children are generally over the age of thirty (Ellison). It is also common for an adult that had been abused as a child, to go forth and abuse their own children. Children are vulnerable creatures, children are supposed to learn everything they need to survive from their parents or caretakers. Abusive parents provide the exact opposite of what a child needs. Instead of teaching and nurturing growth, they distort and destroy. Leaving the child an emotional wreck with a vast array of potential difficulties in adulthood stemming from their childhood traumas. The definitions of child abuse and neglect for the state of NJ are as follows: inflicts or allows to be inflicted and creates or allows to be created a substantial or ongoing risk. The following are the categories of maltreatment defined in statue: physical abuse, neglect, sexual abuse, emotional/mental injury and abandonment (Venti). Civil law N.J.S.A. Cruelty and Neglect of children also provides th at parents/caretakers/others who abuse, abandon, are cruel to or neglect children shall be deemed guilty of a misdemeanor and, upon conviction, fined up to five hundred dollars or imprisoned up toShow MoreRelatedChild Abuse and Neglect1653 Words   |  7 Pages Child Abuse and Neglect Child abuse, or child maltreatment, is an act by a parent or caretaker that results in or allows the child to be subjected to death, physical injury, sexual assault, or emotional harm. Emotional abuse, neglect, physical abuse, and sexual abuse are all different forms of child abuse. Child abuse is more than bruises and broken bones. While physical abuse might be the most visible, other types of abuse, such as emotional abuse and neglect, also leave deep, lastingRead MoreChild Abuse And Neglect704 Words   |  3 Pagesexperience this feeling, not just for a second, but throughout their childhood. Neglect is child abuse, as well as physical abuse, sexual abuse, and emotional abuse. Child abuse is awful because it causes the child to feel worthless, to lose trust, and to have serious psychological problems early on in life. Neglect is the most common form of child abuse. The parent or caregiver fails to provide basic needs for the child. Neglected children are constantly being told that they are worthless orRead MoreChild Neglect : Neglect As A Form Of Child Abuse2216 Words   |  9 PagesChild Abuse: Neglect Has The Community Done Enough To Reduce Cases Of Neglect As A Form Of Child Abuse? Thesis statement: most scholars and practitioners have elaborated adverse impacts of child abuse, especially child neglect, but the research focuses on the positive side of the discourse; it concentrates on the community contribution and the steps that have helped to reduce and stop the act in many nations. The term child abuse got used in a very broad array of situation that it has become hardRead MoreChild Abuse and Neglect2475 Words   |  10 Pages This paper will discuss child abuse and neglect and the lasting effects left on a child. The main types of abuse and neglect explained are emotional abuse, psychological abuse, physical abuse, sexual abuse, medical neglect, educational neglect, emotional neglect, and physical neglect. Included are some warning signs of these different types of abuse and neglect and the legal definitions of each. It is important to understand that all of these forms of abuse and neglect are different and containRead MoreChild Abuse And Neglect1612 Words   |  7 PagesAbuse occurs when one person mistreats or misuses other people, showing no care for their health or acknowledging them as a human being. People who abuse others manage to manipulate their victims into submission or make them comply at their will. Children who are abused are more likely to h ave mental health problems than children who are abused. More than likely, the children who are abused tend to struggle academically, but does abuse really hinder a child’s academic career? And if so, what kindRead MoreChild Abuse and Neglect922 Words   |  4 PagesASSIGNMENT 1: SOCIAL ISSUE- CHILD ABUSE AND NEGLECT KIM CARTER SOCIOLOGY PROFESSOR PATRICIA HENNINGTON JANRUARY 29, 2012 Child abuse and neglect The issue of child abuse and neglect is serious, controversial, and is escalating in today’s society. Many people are not aware, but child abuse is rampant in our society. Many child abuse and neglect cases go unreported because a person may not know the signs and symptoms of child abuse and neglect or perhaps the person or person may feel that thisRead MoreChild Abuse and Neglect1678 Words   |  7 Pagestopic of child abuse is one of the hardest topics to write about. It is imperative to have a profound understanding of this topic and its consequences specially when working in the field of human services. Professionally and personally, I have encountered situations where child abuse is present. This reality has touched my life in many ways and these experiences continue shaping me as a human being and as social service provider. I will try to cover in this paper the subject of child abuse, its definitionsRead MoreChild Abuse And Neglect Of A Child817 Words   |  4 PagesC hild Abuse and Neglect The meaning of child abuse is the mistreatment of a child in the form of injury, sexual abuse, neglect or exploitation. The signs of possible child abuse include, but are not limited to sudden behavior change, untreated medical issues, difficulties in school, lack of adult attention, the child makes excuses to stay away from home. Parents can also show signs such as showing little interest in the child, blaming the child for the child’s problems. The parent could ask theRead More Child Abuse and Neglect814 Words   |  4 Pages Child Abuse Child abuse and neglect is frightfully high. As a country this is unacceptable. We need to come up with better ways to fight this â€Å"disease† before we destroy our children, our future. An estimated 903,000 children across the country were victims of abuse or neglect in 2001, according to national data released by the Department of Health and Human Services. The statistics indicate that about 12.4 out of every 1,000 children were victims of abuse or neglect, a rate comparable to the previousRead More Child Abuse and Neglect1102 Words   |  5 Pageswhat effects abuse can have on a child? The effects abuse can have on a child is very serious. Children can obtain serious problems from child abuse. They can develop social problems, depression, and anxiety. There are four types of abuse: physical abuse, sexual abuse, emotional abuse, and neglect. Physical abuse can injure a child severely. Domestic Violence is a worldwide problem and affects the health and well-being of those open to it. Children that are exposed to physical abuse are at risk