Analysis of relationship marketing Essay Example | Topics and Well Written Essays - 1250 words

Analysis of relationship marketing - Essay Example "All too often, many of us go to the dealer with the idea that we'll get the best deal for our money, only to be tricked and manipulated into paying more or buying a model that we don't want. In tact, African Americans consistently overpay--an average of $315 more than other car purchasers--according to a study done of 750,000 actual purchases in 1999 and early 2000 by the National Bureau of Economic Research" (Jackson, Car Buying 101: Buying a New Car in a Few Simple Steps, 2004: 195). The above mentioned statement automatically shows the importance of a website that provides a service through which a customer would buy a car that he/she wants and that with the terms decided, and there when the importance of Edmunds.com is identified, Edmunds.com includes all the data on the new and used cars, from features to the prices of cars, from test drive videos to the tips to maintain such cars, almost every thing appears on the website, including the ways through which "you" can become car's owner, it includes ownership plans, the leasing and all useful material. Few good features of the company include the information through the wireless edmunds.com, the site know as Edmunds2Go!, which is accesible through the PDAs and internet enabled cell phones, another benefit the visitors get is that the company circulates free email newsletters to its voluntary subscribers, another most thrilling feature that is used by the edmunds.com in the most impressive way is its true market value pricing tools, actually launched in the year 2000, "The Edmunds.com True Market Value New Vehicle Calculator provides the estimated average price consumers are currently paying when buying new vehicles. The Edmunds.com True Market Value Used Vehicle Appraiser estimates the actual transaction prices for used vehicles bought and sold by dealers and private parties" ( from Wikipedia, free encyclopedia). So it is the best what company can provide with in its limit to the visitors, the best outcome of launching such tool is that, people from all around the world now log in to find the actual prices of cars all around the world, it is perhaps the best service an automotive website can provide, it is considered to be the most innovative idea by the web operators to bring such a change in the website, the other such online services and tools include TMV new vehicle calculator which estimates the price that the buyers are paying to the dealer for the ownership of new vehicles, TMV finance rate estimator which gives the idea of how much of loan can be obtained and what is in relation to it and the ownership of car, Edmunds.com has another feature added recently which shows how much it would cost if the buyer would buy a car in full terms ownership, it is known as True Cost to Own SM

Consumer Behavior Essay Example for Free

Consumer Behavior Essay 1) How can understanding consumers behavior help companies sell products or services in todays market? Please cite an example from our text or from our YouTube videos and use a personal example. As Steve Jobs states in the YouTube video, all marketing decisions revolve around your customer. Marketing is all about building profitable customer relationships by creating value for customers and capturing value in return in the form of profits. To effectively sell a product/service, understanding how your customers buy your products and services will help you determine when, how and where you should market your products/services and in turn help you grow your business by responding to their needs. Also, if you know what customers buy and how they go about buying particular products, you can more easily spot a need that has not yet been satisfied. For example, if you run a technology company and notice that many of your customers buy educational software from college bookstores, you may recognize that your customers could use a place to buy and automatically download educational software online. Steve Jobs states in the YouTube video â€Å"Give her not what she wants but give her something that she has never dreamt of, and when she gets it she recognizes it as something she wanted all the time†. A very simple example is that of ITunes, which was discovered 10 years ago. Steve Jobs noticed that music fans clearly wanted to download songs they liked in an affordable and easy way rather than driving to Best Buy or some record store to buy them on $15-to-$18 CDs. Jobs took advantage of this opportunity and came out with the iTunes Music Store, which is today the top most online music retailer, and synced it perfectly with a piece of hardware: the iPod. This eliminated the use of Walkman’s, MP3 Players and CD players. Thus, it is important to understand people’s motives (what drives them to buy), and their attitudes (how they feel about a product/service). Knowledge about these psychological characteristics helps companies design and provide products and services that their customers want and need. The book states an example of McDonalds that first started with providing low priced burgers, fries and shakes. But today, with people becoming more health conscious, McDonalds has a reworked menu that provides more choice and variety such as Chicken Nuggets made with white meat, low fat milk jugs, and a line of premium salads. When people think of McDonalds, people think of value – whether it’s a college student buying a burger for a couple of bucks r a working women at the drive through grabbing a breakfast latte that’s a dollar cheaper than Starbucks. I would like to give a personal example of me shopping at the department store called Safeway. I was a frequent shopper at Safeway and every day I would receive emails regarding the deals and discounts on the products I purchase the most. I would also get emails with recommended products to buy and Safeway was able to do this by keeping track of my shopping history. I would actually get lured by reading these emails and go to the store to buy the recommended discounted products. Marketers can benefit from an understanding of consumer behavior so that they can better predict what consumers want and how best to offer it to them. The importance of understanding the consumer behavior is that to know and understand the preferences of different consumers which will enable the marketers to form the marketing strategies accordingly. Businesses that cannot understand how a consumers mind operates will have a more challenging time figuring out how to target a campaign that will attract or catch attention. In order to make the right decision, marketing managers must know how their consumers will react. Before introducing/repositioning any product/service, you must first ask questions like, do people want it? Are there enough people who want it so that it will be profitable to produce that product? Do the people who want it have the economical ability to pay for it? Another important point is that when you know how customers behave in relation to the products youre selling, you have a better understanding of how to provide good service to them, increasing the chance that youll have repeat customers. For example, if you know that customers tend to come to your restaurant because they can get healthy food without waiting for a long time, you could continue training your staff to be as efficient as possible. Identifying the buying behavior of the target market and catering to those behaviors is integral in todays complex society. 2) How can connecting with a culture help influence consumer behavior? Can you give us an example from your personal experience? A peoples culture includes their beliefs, rules of behavior, rituals, style of dressing, religion, etc. Culture is an external factor influencing consumer behavior. Since people with different cultures have different values, they will have different buying habits. A particular company’s marketing strategies should reflect the culture that is being targeted. Failing to do so can result in lost sales/profits/opportunities. Before advertising or introducing any product/service, it is very important to understand the local culture of the population of a particular area, city, or country. For example, the You Tube Video shows that Thailand and Malaysia have a family oriented culture and so the elderly and tradition play a huge part in the commercials as compared to Australia having a very individualistic culture focusing the advert on youngsters. Another example would be if a given country discourages the use of tobacco or alcohol, the potential pool of consumers for these products would be small. Therefore, companies which distribute these types of products should limit advertising in such areas, and focus on other countries where there are no restrictions on the use of such products. A personal example would be that of McDonalds. In India, meat consumption is prohibited in Hinduism. McDonalds did spend time developing a food menu targeted towards no meat eaters. They now offer a lot of vegetarian options, making it a happy place for both: meat and no meat eaters. Another example would be comparing North India and South India. I have to been to both, and have noticed a vast difference in the culture. People in North India prefer breads over rice which is a favorite with people in South India and East India. So many restaurants in South India have 99% rice based dishes. If a restaurant in South India serves more bread based food options, it would likely make less business as compared to restaurants serving rice based dishes. As part of their efforts to convince customers to purchase their products, marketers often use cultural representations, especially in promotional appeals. The objective is to connect to consumers using cultural references that are easily understood and often embraced by the consumer. By doing so the marketer hopes the consumer feels more comfortable with or can relate better to the product since it corresponds with their cultural values.

First Impressions :: essays research papers

  Ã‚  Ã‚  Ã‚  Ã‚  I can remember the first time that I’ve ever met a white person before. My first time was in sixth grade when I went to Academy school in Glastonbury. Sure I’d seen them in movies, at the stores, and maybe I had a white teacher, but the first time I’d ever interacted with a white person was that year.   Ã‚  Ã‚  Ã‚  Ã‚  I was an exceptional student then. Too smart for my grade they said. My English teacher in 5th grade, Mrs. Wimberly, told me I needed to get out of the Hartford Public School system. She suggested to my mother that I try out a program called Project Concern. This was a program that brought inner city youth out into suburban schools so as to give equal opportunities for education.   Ã‚  Ã‚  Ã‚  Ã‚  My mother applied to this and was informed before the end of my fifth grade school year that I was accepted and would be going to school in Glastonbury. Glastonbury!? Where the heck was that? I didn’t even know such a place existed in my small little world. The farthest I’d ever been was East Hartford or maybe the Westfarms mall, and I just saw those as extensions of Hartford. I was a little worried as to what this experience was going to be like.   Ã‚  Ã‚  Ã‚  Ã‚  I told everyone at Annie Fisher, my elementary school in Hartford, the news at the lunch table one day. While unwrapping my lunch from those plastic cases, and opening my carton of low-fat milk I broke the news. Some of the girls at the table began to say, â€Å"Oh we’re gonna miss you Chancellor!† Then the guys chimed in. My one friend, Barry, informed me that I was going to a mostly white school only he put it in other terms, â€Å"Ha ha, you’re going to be going to school with a bunch of crackers!† I’d never heard the term before, but another kid chimed in through mouthfuls of his dry salami sandwich, â€Å"You’re going to a white school!?†   Ã‚  Ã‚  Ã‚  Ã‚  I was a bit confused. What was this? I was never told I’d be going to school with white people. I’d never in talked to a white person before. They seem like some abstract, far off idea that I could not yet comprehend. I began to get nervous sitting at that lunch table, with my feet sticking to the dried juice on the floor. I asked them, â€Å"What are they like?

Nature and nurture on development Essay

In the study of development, nature refers to the inherited (genetic) characteristics and tendencies that influence development. Some inherited characteristics appear in virtually everyone. For instance, almost all children have the capacity to learn to walk, understand language, imitate others, use simple tools, and draw inferences about how other people view the world. Thus all children have a set of universal human genes that, when coupled with a reasonable environment, permit them to develop as reasonably capable members of the human species. Other kinds of genes create differences among people. Children’s stature, eye color, and facial appearance are largely determined by genes. Children’s temperament—their characteristic ways of responding to emotional events, novel stimuli, and their own impulses—seems to be in part affected by their individual genetic makeup (Rothbart, Ahadi, & Evans, 2000; D. C. Rowe, Almeida, & Jacobson, 1999). Similarly, being slow or quick to learn from instruction and everyday experiences has some genetic basis (Petrill & Wilkerson, 2000; Plomin, 1989). Inherited characteristics and tendencies are not always evident at birth. Many physical features emerge gradually through the process of maturation, the genetically guided changes that occur over the course of development. Environmental support, such as food, reasonably safe and toxin-free surroundings, and responsive care from others, is necessary for maturation to take place; nature never works alone. Thus nature’s partner is nurture, the environmental conditions that influence development. Children’s experiences in the environment affect all aspects of their being, from the health of their bodies to the curiosity of their minds. Nurture affects children’s development through multiple channels: physically through nutrition, activity, and stress; intellectually through informal experiences and formal instruction; and socially through adult role models and peer relationships. With good environmental support, children thrive. Unfortunately, the conditions of nurture are not always nurturing. For example, children who grow up in an abusive family must look outside the family for stable, affectionate care. Historically, many theorists saw nature and nurture as separate and rival factors. Some theorists believed that biological factors are ultimately responsible for growth. Other theorists assumed that children become whatever the environment shapes them to be. Increasingly, developmental theorists have come to realize that nature and nurture are both important and that they intermesh dynamically in the lives of children. Consider these principles of how nature and nurture exert separate and combined effects: The relative effects of heredity and environment vary for different areas of development. Some abilities are strongly influenced by genetically controlled systems in the brain. For example, the ability to distinguish among speech sounds develops without training and under a wide range of environmental conditions (Flavell, 1994; Gallistel, Brown, Carey, Gelman, & Keil, 1991). In contrast, abilities in traditional school subject areas (e. g. , reading, geography) and advanced artistic and physical skills (e. g. , playing the piano, playing competitive soccer) rest heavily on instruction and practice (Gardner, Torff, & Hatch, 1996; Olson, 1994; R. Watson, 1996). Inherited tendencies make children more or less responsive to particular environmental influences. Because of their genetic makeup, some children are easily affected by certain conditions in the environment, whereas others are less affected (Rutter, 1997). For example, children who are, by nature, inhibited may be quite shy around other people if they have few social contacts. If their parents and teachers encourage them to make friends, however, they may become more socially outgoing (Arcus, 1991; J. Kagan, 1998). In contrast, children who have more extroverted temperaments may be sociable regardless of the environment in which they grow up: They will persistently search for peers with whom they can talk, laugh, and spend time. Environment may play a greater role in development when environmental conditions are extreme rather than moderate. When youngsters have experiences typical for their culture and age-group, heredity often plays a strong role in their individual characteristics. Thus, when children grow up with adequate nutrition, a warm and stable home environment, and appropriate educational experiences, heredity affects how quickly and thoroughly they acquire new skills. But when they have experiences that are quite unusual—for instance, when they experience extreme deprivation—the influence of environment outweighs that of heredity (D. C. Rowe, Almeida, & Jacobson, 1999). For example, when children grow up deprived of adequate nutrition and stimulation, they may fail to develop advanced intellectual skills, even though they had the potential for such development when they were born (Plomin & Petrill, 1997; D. C. Rowe, Jacobson, & Van den Oord, 1999). Similarly, when malnourished, children tend to remain short in stature regardless of their genetic potential to be tall (J. S. Kagan, 1969). Timing of environmental exposure matters. When children are changing rapidly in any area, they are especially prone to influence by the environment. For example, early in a mother’s pregnancy, her use of certain drugs may damage the quickly growing organs and limbs of the developing fetus. Just prior to birth, exposure to the same drugs may adversely affect the baby’s brain, which at that point is forming the connections that will permit survival and the ability to learn in the outside world. In a few cases environmental stimulation must occur during a particular period for an emerging ability to become functional (Blakemore, 1976; Hubel & Wiesel, 1965). In such cases there is a critical period for stimulation. For example, at birth, certain areas of the brain are tentatively reserved for processing visual patterns—lines, shapes, contours, depth, and so forth. In virtually all cases, infants do encounter adequate stimulation to preserve these brain circuits. However, when cataracts are present at birth and not removed for a few years, a child’s vision is obstructed, and areas of the brain that otherwise would be devoted to vision lose some of this capacity (Bruer, 1999). In many and probably most other developmental areas, however, children may be most receptive to a certain type of stimulation at one point in their lives but be able to benefit from it to some degree later as well. Tonya, in the introductory case study, may have encountered only limited exposure to language as a result of her mother’s weakened condition. Immersed later in a rich verbal environment, Tonya would have a second chance to expand her verbal talents. Thus educational experiences at a later time can often make up for experiences missed at an earlier period (Bruer, 1999). Many theorists use the term sensitive period (rather than critical period) when referring to such a long time frame of heightened sensitivity to particular environmental experiences. Children’s natural tendencies affect their environment. In addition to being affected by nature and nurture, children’s own behaviors influence their growth. Youngsters make many choices, seek out information, and, over time, refine their ideas (Flavell, 1994; Piaget, 1985). For example, children often request information (â€Å"What cooperate mean, Mommy? †) and experiences (â€Å"Uncle Kevin, can I play on your computer? †). Children even help create environments that exacerbate their genetic tendencies. For example, children with irritable dispositions might pick fights and provoke others to lash back at them, creating a more aggressive climate in which to grow. As children get older, they become increasingly able to seek stimulation that suits their tendencies. For example, imagine that Marissa has an inherited talent for verbal skills—learning vocabulary, comprehending stories, and so on. As a baby, she relies on her parents to talk to her. As a toddler, she asks her parents for particular kinds of stimulation (â€Å"Read book, Daddy! †). In elementary school she reads to herself from books supplied by her teachers. As a teenager, she takes the bus to the library and selects her own books. Marissa’s experience would suggest that genetic tendencies become more powerful as children grow older—an expectation that is in fact consistent with genetic research (Scarr & McCartney, 1983).

Earth from Space Essay

The American astronaut Edgar Mitchell once described the earth from outer space as â€Å"a sparkling blue and white jewel,† a â€Å"light, delicate sky-blue sphere† outlined with â€Å"swirling veils of white† amidst a â€Å"thick sea of black mystery. † Indeed, the earth in space looks like a lonely sphere with neighbors separated by vast distances other than its one moon. More importantly, one can barely recognize the subtle details of the planet’s geographical features except the wide oceans and its land mass surrounded by water. From a distance, one cannot tell for certain that in that lonely planet lived billions of people going about their own ways day and night. If there are authorities who fit the role of describing the earth in space, no other groups of people can best fit that role other than the astronauts who for at least once or for a few times were able to catch a glimpse of our planet. Aleksei Lenov, a USSR astronaut, said that â€Å"the earth was absolutely round† while American astronaut Charles Walker’s attention was immediately caught by â€Å"a panorama of brilliant deep blue ocean† with â€Å"shades of green and grey and white† upon reaching outer space. There are still countless others who had the rare opportunity to take a look at the earth from such a distance afforded by the outer space. In general, it can be said that the astronauts took much notice of the more general features of the earth, focusing on the earth as a whole and not in terms of the multitude of land and water varieties that comprise it on closer inspection. That perhaps owes up to the fact that the view of the earth from outer space barely gives the viewer a broader look at our planet. Thus, the view of the earth in space only affords us several aspects of the earth to describe. For instance, one can easily recognize the seemingly boundless bodies of water occupying the larger regions of the earth. Take for instance the prominence of the Pacific Ocean as commonly illustrated in numerous books, magazines and scientific journals. Since much of the earth is covered in water, and much of the planet’s water comes from the Pacific Ocean, it is only expected from astronauts to immediately take notice of the Pacific. Satellite images also reveal how almost a third of the earth is comprised of those vast quantities of sea water, thereby prompting observers to not fail to see the deep blue blanket of water surrounding the lands and the people. More importantly, perhaps it is only through the view from outer space are we able to see the drastic effects of every tree cut down and a whole range of rainforests razed by fires and human activities. We may not be able to recognize the massive effect of these things right from the earth, but from outer space one may not fail to acknowledge the largeness of the scale of environmental degradations which have occurred through the years. It is only from that view from the outer space that we are able to see as well the vastness of the deserts that may soon become of the forests destroyed from cutting trees for daily human consumption. Although astronauts say there are still â€Å"green† parts of the earth as the view from outer space reveals, it can hardly be denied that much of the parts of the earth have remained the same over the past years, especially when the view of the earth from the past is compared to what it is today. Indeed, the chance to view the earth from outer space is the chance of a lifetime as only a very few selected number of individuals are given that rare moment. Moments like those experienced by the astronauts give us accounts of how our planet looks like, including its more general land, water and atmospheric features which, when taken altogether, offer a comprehensive understanding of the only â€Å"living† planet in the solar system thus far. Reference Hamilton, C. J. (1997). Earth from Space. Retrieved July 4, 2008, from http://www. solarviews. com/eng/earthsp. htm

The Life of Gertrude Bell, English Explorer in Iraq

The Life of Gertrude Bell, English Explorer in Iraq Gertrude Bell (July 14, 1868 – July 12, 1926) was a British writer, politician, and archaeologist whose knowledge and travels in the Middle East made her a valuable and influential person in British administration of the region. Unlike many of her countrymen, she was regarded with considerable respect by the locals in Iraq, Jordan, and other countries. Fast Facts: Gertrude Bell Full Name: Gertrude Margaret Lowthian BellKnown For: Archaeologist and historian who gained significant knowledge of the Middle East and helped shape the region post-World War I. She was particularly influential in the creation of the state of Iraq.Born: July 14, 1868 in Washington New Hall,  County Durham, EnglandDied: July 12, 1926 in Baghdad, IraqParents: Sir Hugh Bell and Mary BellHonors: Order of the British Empire; namesake of the mountain Gertrudspitze and the wild bee genus  Belliturgula Early Life Gertrude Bell was born in Washington, England, in the northeastern county of Durham. Her father was Sir Hugh Bell, a baronet who was a sheriff and a justice of the peace before joining the family manufacturing firm, Bell Brothers, and gaining a reputation for being a progressive and caring boss. Her mother, Mary Shield Bell, died giving birth to a son, Maurice, when Bell was only three years old. Sir Hugh remarried four years later to Florence Olliffe. Bell’s family was wealthy and influential; her grandfather was ironmaster and politician Sir Isaac Lowthian Bell. A playwright and children’s author, her stepmother was a major influence on Bells early life. She taught Bell etiquette and decorum, but also encouraged her intellectual curiosity and social responsibility. Bell was well-educated, first attending Queen’s College, then Lady Margaret Hall at Oxford University. Despite the limitations placed on female students, Bell graduated with first-class honors in just two years, becoming one of the first two Oxford women to achieve those honors with a modern history degree (the other was her classmate Alice Greenwood). World Travels After completing her degree, in 1892, Bell began her travels, first heading to Persia to visit her uncle, Sir Frank Lascelles, who was a minister at the embassy there. Only two years later, she published her first book, Persian Pictures, describing these travels. For Bell, this was only the beginning of over a decade of extensive travel. Bell quickly became a bonafide adventurer, going mountaineering in Switzerland and developing fluency in several languages, including French, German, Persian, and Arabic (plus proficiency in Italian and Turkish). She developed a passion for archaeology and continued her interest in modern history and peoples. In 1899, she returned to the Middle East, visiting Palestine and Syria and stopping in the historic cities of Jerusalem and Damascus. In the course of her travels, she began to become acquainted with the people living in the region. In addition to simply traveling, Bell continued some of her more daring expeditions. She climbed Mont Blanc, the highest peak in the Alps, and even had one peak, the Gertrudspitze, named after her in 1901. She also spent considerable time in the Arabian Peninsula over the course of more than a decade. King of Saudi Arabia, Ibn Saud, meets with British diplomat Sir Percy Cox and political advisor Gertrude Bell in Basra, Mesopotamia. The LIFE Picture Collection / Getty Images Bell never married or had any children, and only had a few known romantic attachments. After meeting the administrator Sir Frank Swettenham on a visit to Singapore, she kept up a correspondence with him, despite their 18-year age gap. They had a brief affair in 1904 after his return to England. More significantly, she exchanged passionate love letters from 1913 until 1915 with Lieutenant Colonel Charles Doughty-Wylie, an army officer who was already married. Their affair remained unconsummated, and after his death in action in 1915, she had no other known romances. Archaeologist in the Middle East In 1907, Bell began working with archaeologist and scholar Sir William M. Ramsay. They worked on excavations in modern-day Turkey, as well as the discovery of a field of ancient ruins in the north of Syria. Two years later, she shifted her focus to Mesopotamia, visiting and studying the ruins of ancient cities. In 1913, she became only the second foreign woman to journey to Ha’li, a notoriously unstable and dangerous city in Saudi Arabia. When World War I broke out, Bell tried to obtain a posting in the Middle East but was denied; instead, she volunteered with the Red Cross. However, British intelligence was soon in need of her expertise in the region to get soldiers through the desert. During her expeditions, she forged close relationships with locals and tribe leaders. Starting from there, Bell gained remarkable influence in shaping British policy in the area. Bell became the sole female political officer in the British forces and was sent to areas where her expertise was needed. During this time, she also witnessed the horrors of the Armenian genocide and wrote about it in her reports of the time. The delegates of the Mespot Commission at the Cairo Conference. The group was set up by Colonial Secretary Winston Churchill to discuss the future of Arab nations. Gertrude Bell on the left, second row. Corbis Historical / Getty Images Political Career After British forces captured Baghdad in 1917, Bell was given the title of Oriental Secretary and ordered to assist in the restructuring of the area that had previously been the Ottoman Empire. In particular, her focus was the new creation of Iraq. In her report, â€Å"Self Determination in Mesopotamia,† she laid out her ideas about how the new leadership should work, based on her experience in the region and with its people. Unfortunately, the British commissioner, Arnold Wilson, believed that the Arab government needed to be overseen by British officials who would hold the final power, and many of Bell’s recommendations were not implemented. Bell continued on as Oriental Secretary, which in practice meant liaising between the various different factions and interests. At the Cairo Conference of 1921, she was critical in discussions on Iraqi leadership. She advocated for Faisal bin Hussein to be named the first King of Iraq, and when he was installed in the post, she advised him on a wide variety of political matters and supervised the selection of his cabinet and other positions. She gained the moniker al-Khatun among the Arab population, signifying a â€Å"Lady of the Court† who observes to serve the state. Bell also participated in the drawing of borders in the Middle East; her reports from that time proved to be prescient, as she remarked on the likelihood that none of the possible borders and divisions would satisfy all factions and keep long-term peace. Her close relationship with King Faisal also resulted in the founding of the Iraqi Archaeological Museum and an Iraq base of the British School of Archaeology. Bell personally brought artifacts from her own collection and supervised excavations as well. Over the next few years, she remained a key part of the new Iraqi administration. Death and Legacy Bell’s workload, combined with the desert heat and a slew of illnesses, took its toll on her health. She suffered from recurrent bronchitis and began losing weight rapidly. In 1925, she returned to England only to face a new set of problems. Her family’s wealth, made mostly in industry, was in rapid decline, thanks to the combined effects of industrial worker strikes and economic depression across Europe. She became ill with pleurisy and, almost immediately after, her brother Hugh died of typhoid fever. On the morning of July 12, 1926, her maid discovered her dead, apparently of an overdose of sleeping pills. It was unclear if the overdose was accidental or not. She was buried at the British cemetery in the Bab al-Sharji district in Baghdad. In the tributes following her death, she was praised for both her achievements and her personality by her British colleagues, and she was posthumously awarded the Order of the British Empire. Among the Arabic communities she worked with, it was noted that â€Å"she was one of the few representatives of His Majestys Government remembered by the Arabs with anything resembling affection.† Sources Adams, Amanda. Ladies of the Field: Early Women Archaeologists and Their Search for Adventure. Greystone Books Ltd, 2010.Howell, Georgina. Gertrude Bell: Queen of the Desert, Shaper of Nations. Farrar, Straus and Giroux, 2006.Meyer, Karl E.; Brysac, Shareen B. Kingmakers: The Invention of the Modern Middle East. New York: W.W. Norton Co., 2008.

Sasha Gutierrez ANT 200 -1101 Essays - Gender Studies, Social Status

Sasha Gutierrez ANT 200 -1101 Essays - Gender Studies, Social Status Sasha Gutierrez ANT 200 -1101 10/20/16 ' ' PROFESSOR MATTHEWS R edefining gender roles in street culture E thnography by definition is the study of human races and cultures. P hillipe bourgeois "selling crack en el barrio "focuses predominately on street culture in urban neighborhoods. Chapter six in his work highlight's gender roles and the treatment of women within this culture. Along with this chapter six of the anthropology of Latin America and the Caribbean by Harry Sanabria which provides ethnographic support of women roles within their cultur es and how they begun to evolve. Street culture for a long time has been characterized my misogyny and violence towards women. As appose to just becoming victims, this behavior within street culture has motivated women to find ways to establish power and authority. Redefining previously established gender roles. Phillipe bourgeois in his chapter entitled redrawing the gender line on the street speaks about the prominence of sexual violence in urban Spanish neighborhoods or (el barrio ). G iving the idea that these are not isolated incidents but an accepted common occurrence. As a result, women have begun trying to assert themselves within the barrio as individual's with rights and powers instead of allowing themselves to be controlled. "women's roles and behavior are supposedly confined to the domestic domain while male behavior and roles properly belong in the street ( S anabria pg 156) ." ethnographically speaking with this means is women in el barrio are fighting against establish gender roles trying to make their way in a male dominated world while man strive to assert and maintain their dominance. This growing struggle for dominant has become less about gender roles and more about what gender has the power. Another obstacle woman faces while trying to establish themselves in the streets is the idea that the women of the streets inherently a bad women and thus cannot also be the kind of women to held a household . In his book Phillipe recounts the story of a women named candy who went from being a victim of domestic violence to a respected drug dealer. However, one of the things he found most odd about candy was her desire to bare twelve children while simultaneously behaving like a "macho street dealer" this for Phillipe was proof that gender roles idea were changing. Candy story represents how complex the idea of women role in street culture really is does candy stand for. Does candy stand for what all street savy street women want or does she just stand for individually liberty ? The idea of women playing both parts becoming the new normal completely redefines gender roles of the past. Sanabria description of of marianismo or what we kno w more as the ideal of a house wife is contradictory to bourgeois idea of the modern women running the streets but first-hand accounts like those from candy show that women have the desire and the ability to be both. In conclusion the ethnography of gender rules and stre et culture has shown that women gender role were subject to change in evolution. This shows that women do not always have to choose a specific role to play but that it is possible to adequately fulfil more than one role. Harry S anabria presents with factual representation of past and current gender roles while Phillipe bourgeois leaves the reader with that idea of what future gender roles for women in the steeet look like. Work cited Sanabria , Harry. "Robot Check." Robot Check . N.p ., n.d. Web. 20 Oct. 2016. Merriam-Webster . Merriam-Webster, n.d. Web. 20 Oct. 2016. /. latest _citation_text "Philippe Bourgeois - In Search of Respect. Selling Crack in El Bario ." Scribd . N.p ., n.d. Web. 20 Oct. 2016

Wilson Murder Trial, Huntsville 1992

Wilson Murder Trial, Huntsville 1992 At almost exactly 9:30pm on the evening of May 22, 1992, Huntsville police were notified by the 911 dispatcher of a possible burglary in progress with an injured victim at the scene. The location was Boulder Circle, an affluent neighborhood nestled among the mountains overlooking Huntsville, Alabama. Murder Within minutes of arriving on the scene, police discovered the body of a male, identified as Jack Wilson, lying in the upstairs hallway. He had been brutally murdered, apparently with a baseball bat that was found lying nearby. Homicide detectives began searching every square inch of the house and grounds and a police dog was brought in to sniff out possible evidence the police might overlook. As they began the tedious task of trying to determine what had happened, none of them realized they were about to become involved in the most notorious murder case in Huntsvilles history. The Scene By talking to neighbors and reconstructing the events, the police determined that Wilson had left his office around 4 p.m. He changed clothes and went outside to his front yard where neighbors reported seeing him using a baseball bat to drive a campaign sign in the ground. This was at approximately 4:30 p.m. Apparently, he then took a stepladder from the garage and carried it to the upstairs hallway where he removed a smoke detector from the ceiling. It was later found lying on the bed, disassembled. At this point, police theorized Wilson was surprised by someone who was already in the house. The unknown assailant grabbed the baseball bat and began beating the doctor. After the doctor collapsed to the floor, the assailant stabbed him twice with a knife. Though the crime had originally been reported as a possible burglary, it had none of the typical signs. There were no open drawers, ransacked closets and overturned furniture usual in most burglary cases. The whole case was beginning to look more like an â€Å"inside job.† Suspects The widow, Betty Wilson, was too distraught at the time to be questioned, but later investigation revealed she had lunch with her husband that day around 12 p.m. After he returned to his medical office, she spent much of the day shopping in preparation for a trip they planned for the next morning. Later that evening, after attending an Alcoholics Anonymous meeting, she returned home at about 9:30, where she discovered her husband’s body. She went to a neighbors home and they called 911. By using credit card receipts and eyewitnesses, the police were able to verify Betty Wilson’s whereabouts for the whole day, except for one 30-minute period at around 2:30 p.m., and between 5 and 5:30 p.m. Other family members were checked out but they all appeared to have alibis. Break in the Case The first break for the investigators came when the Shelby County Sheriffs Office passed on a tip they had received the week before. A woman had called, concerned about a friend of hers: James White, whom while drunk, had talked about killing a doctor in Huntsville. The whole story was garbled, but what emerged was that White was supposed to be infatuated with a lady by the name of Peggy Lowe, who had recruited him to murder her twin sisters husband in Huntsville. The lady admitted that she doubted the story. â€Å"White liked to talk big when he was drinking and lately he had been drunk almost all the time.† Never the less she decided to pass it on to the police. After the Huntsville Police learned of the tip it took only minutes to establish that Peggy Lowe was Betty Wilson’s twin sister. Investigators decided it was time to pay Mr. White a visit. Follow Up James Dennison White was a 42-year-old Vietnam veteran who had a history of mental disorders and antisocial behavior caused largely by drug and alcohol abuse. He had been in a number of mental institutions as well as serving time in jail. While serving time for selling drugs he escaped and was captured almost a year later in Arkansas, where he was involved in kidnapping a man and his wife. One of his last mental evaluations described him as suffering from delusions and unable to separate fact from fantasy. At first, as White was being questioned by the detectives, he denied everything. Slowly, as the evening and night grew longer he began to contradict himself, spinning a web of half-truths, lies, and fantasies. He denied knowing Peggy Lowe, then admitting it. He denied knowing Betty Wilson, then said he was going to do some work for her. Gradually a pattern emerged. As he would get caught in one contradiction, he would admit it but deny everything else. The detectives were used to this type of behavior though- almost every criminal they interrogated did the same thing. They understood from experience that it was going to be a long drawn out process in getting White to tell the truth. The Truth Finally, just as the sun was peeking over the horizon, White broke down. Though it would take another several months, and numerous different confessions to get him to tell the whole story, he basically confessed to being hired by Peggy Lowe and Betty Wilson to kill Dr. Jack Wilson. He claimed to have met Peggy Lowe at the elementary school where she worked and where he had done some carpentry work. After he did some work at her house, according to White, Mrs. Lowe became infatuated with him and spent hours talking to him on the phone. Gradually she began to talk about her husband and hint that she would like to see him killed. A short time later, though, she dropped the subject of her husband and began talking about her sister who wanted to hire a â€Å"hit† man. White pretended to play along, saying he knew someone who would do it for $20,000. Mrs. Lowe told him that was too expensive; her sister was almost broke. Finally, they agreed on a price of $5,000 of which Mrs. Lowe gave him half, in small bills, in a plastic bag. Gradually, as his story evolved, it included phone calls between him and the sisters, the twins giving him a gun, a trip to Guntersville to pick up expense money inside a library book and meeting Mrs. Wilson in Huntsville to get more expense money. On the day of the murder, he claimed Mrs. Wilson met him in the parking lot of a nearby shopping center and drove him to her home where he waited for two hours until Dr. Wilson arrived home. He was not armed at the time. He stated later that he had not liked guns ever since Vietnam. Instead, he carried a long rope. White said that although he remembered struggling with Wilson over the baseball bat, he did not remember killing the doctor. After the murder, Mrs. Wilson returned to the house, picked him up and drove him back to his truck at the shopping center. He then drove back to Vincent and went out drinking that night with his brother. To prove his story he led the police to his home where a gun was found that was registered to Mrs. Wils on and a book from the Huntsville Public Library. White was unsure about dates, times and specific events but the detectives expected that. It would take time to sort the whole story out but in the meantime where was enough evidence to arrest the twin sisters. A source close to the case described White after he was brought back to Huntsville, as being in â€Å"physical agony, almost climbing the walls and begging to be given his medicine.† The medicine, supposedly Lithium, was withheld because it was in a different bottle than what it came in and White did not have a prescription for it. Arrest The news of Betty Wilson’s arrest for the murder of her husband exploded like a bombshell in Huntsville. Not only was she a well-known socialite, but her husband’s estate was rumored to be worth almost six million dollars. Adding fuel to the flames was the report that she had helped host a fundraiser for a popular political figure the night before the murder. Huntsville is a small town, especially during political seasons, where rumors and gossip can be passed around so quickly that the daily newspaper is already dated when it hits the streets. By piercing the juicy tidbits of gossip together a portrait of a cold-blooded murderess began to take shape. She was rumored to have always been a â€Å"gold digger† and has been heard cursing her husband. Most of the talk, however, centered on her alleged numerous sexual encounters. When the news media caught up with the story they pursued it with a vengeance. Reporters seemed to be competing against one another to see who could come up with the juiciest story. Newspapers, magazines and television shows from all across the country began following the story the whole affair also took on political overtones as members of the D.A.’s office and the sheriff’s office began leaking information to the press and trying to use the case for political advantage. The case became even more political when the D.A. agreed to a controversial plea bargain for White, which would give him life, with parole possible in 7 years, in exchange for helping convict the sisters. Pundits later claimed the plea bargain spelled the end of the D.A.s political career. Murder Charge At the hearing, the prosecution successfully argued that because Betty Wilson was a beneficiary to her husbands will and the fact she had sexual affair was enough to prove the motive. A tape-recorded confession of James White provided the evidence. After a brief hearing, both sisters were ordered to stand trial for murder. Peggy Lowe was granted bond and released after her neighbors in Vincent put their homes up for security. Betty Wilson was denied bond and remained in the Madison County jail until her trial. A short time later family members of Dr. Wilson filed suit to deny Betty Wilson access to his estate. Despite the posturing going on from all sides, many legal analysts began to doubt if the prosecution really had enough to build a case on. There was no one who ever saw James White and Betty Wilson together at any time and there was no physical evidence linking White to the crime scene. Also, a major headache for both sides was Whites constantly changing stories. He would describe events one day and have a completely different version the following week. New Information Perhaps James White was sitting in his cell thinking about the same thing because suddenly he recalled a fact that he had not remembered before. He had changed clothes in the house and placed them in a plastic bag, along with the rope and knife, and hid them under a rock a few feet from the swimming pool. The bag was supposed to be the same one he received the money from Mrs. Lowe in. Officials later explained the clothes not being found during the initial search by saying the police dog had an allergy. Although the clothes and bag were found exactly where White said they would be, the forensic people were never able to establish if they had been bloodstained, or if they actually belonged to White. The clothes were to become one of the biggest mysteries of the case. No one seriously believed the clothes had been missed during the initial search. Privately, even members of the Huntsville Police expressed skepticism. Many people believed that White had gotten someone to place the clothes there in an attempt to bolster his credibility and escape the electric chair. By this time the case of the Evil Twins had captured national attention. The Wall Street Journal, the Washington Times and People Magazine ran lengthy articles and television tabloid shows such as Hard Copy and Inside Edition ran features stories. When two national television networks expressed an interest in making a movie, agents descended on Huntsville buying the movie rights from most of the people involved. Trial As summer wore on, even the most impartial observers began to take sides. Never in the history of Huntsville had a case generated so much controversy and news coverage. Because of the publicity, the judge ordered the trial moved to Tuscaloosa. When the trial finally began, the case boiled down to one simple question. Who was telling the truth? The prosecution argues it was a murder for hire. The defense claimed the fact that White did not carry a weapon with him made the story unbelievable.The prosecution argued Whites testimony was credible. The defense argued he had changed his confessions so many times it was unbelievable and he had fitted his testimony to fit the prosecutions case in order to escape a possible death sentence.The prosecution argued Whites testimony was collaborated by records of phone calls and the library. The defense argued there was another explanation.The prosecution argued the gun was given to White by Betty Wilson and Peggy Lowe. The defense claimed he stole the gun and offered the fact that the empty box the gun came in, along with shells, was found in the home afterward.The prosecution offered a witness who claimed to have seen James White and Betty Wilson near the murder scene within thirty minutes of one another. The defense argued the witness was not credible because she had been unable to pi ck White out of a lineup. The prosecution claimed the timeline proved their case. The defense argued the timeline did not fit.The prosecution offered a witness who claimed Mrs. Wilson had talked about wanting to kill her husband. The defense argued the story was not credible because it had happened almost 6 years earlier and the woman had continued to be friends with Mrs. Wilson.The defense offered a witness who stated she had received a message from Dr. Wilson on her answering machine after the alleged time of death. The prosecution argued the call could have been made earlier. Regardless of the hard evidence, everyone agreed that a central theme of the prosecution’s case was to paint Betty Wilson as a cold and immoral woman who wanted her husband dead. To prove this the prosecution paraded a stream of witnesses who testified about hearing her curse and belittle her husband. Other witnesses testified to having knowledge of Mrs. Wilson taking men to her home for sexual liaisons. Perhaps the most dramatic part of the trial came when a black former city employee took the stand and told of having relations with Mrs. Wilson. Although the prosecution denied playing the racism card, observers of the trial all agreed it had the same effect. The case went to the jury at 12:28 on Tuesday, March 2, 1993. After deliberating the rest of the day and much of the following day the jury returned with a guilty verdict. Jurors later revealed that the deciding factor in their decision was the telephone records. Betty Wilson was sentenced to life imprisonment, without parole. Aftermath Six months later, Peggy Lowe stood trial for her alleged part in the murder for hire. Much of the evidence was almost a repeat of her sister’s trial, with the same witnesses and the same testimony. New to the case, however, was testimony by expert witnesses who stated that two people may have been involved in the murder. Citing the lack of blood splatters on the walls, the experts theorized the murder probably occurred some other place than the hallway and was caused by something other than a baseball bat. For the defense, the most crucial moment probably occurred when White testified that Betty Wilson picked him up at the murder scene between 6 and 6:30 p.m. on the day in question. This was an hour later than he had previously testified. If the jurors believed White’s story, it would have been impossible for Mrs. Wilson to have participated. The biggest difference in the trials, however, were the people being tried. While Mrs. Wilson seemed to be the reincarnate of everything evil, her sister portrayed the image of a virtuous and compassionate church-going woman who was constantly helping people less fortunate. Though it had been difficult to get people to testify in Betty Wilson’s behalf, Mrs. Lowe’s jurors heard a steady parade of witnesses extolling her virtues. The jury deliberated for only two hours and eleven minutes before finding Peggy Lowe not guilty. The jurors cited James White’s lack of credibility as the major factor. The prosecutor explained the verdict by saying he was â€Å"fighting God.† Although Peggy Lowe can never be tried again, the fact remains that it is impossible for one sister to be innocent and the other guilty. Betty Wilson is serving life without parole at the Julia Tutwiler prison in Wetumpka, Alabama. She works in the sewing department and spends her free time writing her supporters. Her case is being appealed. James White is serving a life sentence at an institution in Springville, Alabama, where he is attending trade school and receiving counseling for drug and alcohol abuse. In 1994, he recanted his story of the twins’ involvement but later took the Fifth Amendment when questioned about it in court. He will be eligible for parole in the year 2000.

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Power and Conflict in the Workplace - Essay Example This paper will discuss how power and conflict arises in a workplace. In a workplace, conflicts are endemic and inevitable. As stated above, there are several issues in a workplace that cannot be ignored. In most cases, these issues are related to the social and personal livelihood of an individual. Thus, these aspects can result to a serious conflict in the workplace. Power in the workplace is considered a vital aspect in the organization. Most organizations have an organizational chart that shows the hierarchy of the employees (Woods, 2010). Research asserts that the continual bickering and conflict within an organization has a severe impact on the business. This is because the relationship between the employees is entirely deteriorated. This highlights that conflict in the workplace is an unavoidable condition. In certain cases, the conflict in an organization can be beneficial. For instance, if the employees have conflicting opinions, the aspect of creativity is substantially enh anced. Conflict in the workplace can also provide a clear insight into some of the weighty issues involving the company (Kusy & Holloway, 2009). However, resolution of conflicts is extremely difficult. The executives of the organization are supposed to identify some of the sources of the conflict to address them properly. There are several sources of conflict including lack of clarity, power struggles, lack of communication, conflict of interest and limited resources among others. According to several scholars, these are the main sources of a conflict in any organization. The employees in most corporations are involved in conflicts when there is the lack of clarity. The aspect of clarity in an opinion related to the organization, which may lead to a turf conflict within the organization (Woods, 2010). Therefore, the executives in an organization are supposed to provide a clear job description to all employees in the organization. Nowadays, most individuals require adequate resources to do their work. Most organizations have even included the employees in the resource allocation process in order to enhance better allocation decisions (Zhang, Dhaliwal & Gillenson, 2011). Furthermore, employees can be involved in conflicts of interest whereby they fight over personal goals. The misunderstanding between the employees can cause a vast setback in the organization. The employees are advised to make sure that their efforts and personal opinions should correspond with the strategic business goals of the organization. In addition, power struggles are also considered as a main source of conflict in most organizations (Gramberg & Teicher, 2006). Power is defined as the force that is used to achieve a set goal. In the contemporary society, the aspect of power is portrayed in a negative way. The need to have control over most of the projects handled in the workplace creates conflicts in the organization. Power struggles can also lead to segregation which entails suspicion, gossiping and ultimate conflict. The election of new executives also leads to various unpredictable policies in the organization (Sorenson, Morse & Savage, 1999). Lack of clear policies enhances conflict. Also, conflict involves exercising the power of an individual to control the resources in the workplace or even influence behavior. For individuals to utilize conflict in a

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Power and Conflict in the Workplace - Essay Example This paper will discuss how power and conflict arises in a workplace. In a workplace, conflicts are endemic and inevitable. As stated above, there are several issues in a workplace that cannot be ignored. In most cases, these issues are related to the social and personal livelihood of an individual. Thus, these aspects can result to a serious conflict in the workplace. Power in the workplace is considered a vital aspect in the organization. Most organizations have an organizational chart that shows the hierarchy of the employees (Woods, 2010). Research asserts that the continual bickering and conflict within an organization has a severe impact on the business. This is because the relationship between the employees is entirely deteriorated. This highlights that conflict in the workplace is an unavoidable condition. In certain cases, the conflict in an organization can be beneficial. For instance, if the employees have conflicting opinions, the aspect of creativity is substantially enh anced. Conflict in the workplace can also provide a clear insight into some of the weighty issues involving the company (Kusy & Holloway, 2009). However, resolution of conflicts is extremely difficult. The executives of the organization are supposed to identify some of the sources of the conflict to address them properly. There are several sources of conflict including lack of clarity, power struggles, lack of communication, conflict of interest and limited resources among others. According to several scholars, these are the main sources of a conflict in any organization. The employees in most corporations are involved in conflicts when there is the lack of clarity. The aspect of clarity in an opinion related to the organization, which may lead to a turf conflict within the organization (Woods, 2010). Therefore, the executives in an organization are supposed to provide a clear job description to all employees in the organization. Nowadays, most individuals require adequate resources to do their work. Most organizations have even included the employees in the resource allocation process in order to enhance better allocation decisions (Zhang, Dhaliwal & Gillenson, 2011). Furthermore, employees can be involved in conflicts of interest whereby they fight over personal goals. The misunderstanding between the employees can cause a vast setback in the organization. The employees are advised to make sure that their efforts and personal opinions should correspond with the strategic business goals of the organization. In addition, power struggles are also considered as a main source of conflict in most organizations (Gramberg & Teicher, 2006). Power is defined as the force that is used to achieve a set goal. In the contemporary society, the aspect of power is portrayed in a negative way. The need to have control over most of the projects handled in the workplace creates conflicts in the organization. Power struggles can also lead to segregation which entails suspicion, gossiping and ultimate conflict. The election of new executives also leads to various unpredictable policies in the organization (Sorenson, Morse & Savage, 1999). Lack of clear policies enhances conflict. Also, conflict involves exercising the power of an individual to control the resources in the workplace or even influence behavior. For individuals to utilize conflict in a

The Historical Evolution of Oncology and Oncology Nursing Research Paper

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A Hardball Leadership Essay Example for Free

A Hardball Leadership Essay Politics is a battlefield for power. Throughout history, politics play an important role in shaping leaders and forming powerful states. Wars are even conducted to be able to get the advantage of politics. However nowadays, to get ahead into politics warfare is not necessary; it all depends on how an individual handles it. It is more than just the leadership skills, the charisma and the motivation to serve. It is the usage of the smartest strategies to get acquainted with the ‘who’ and to get the ‘what’. â€Å"The end justifies the means. Machiavelli famously imprinted these words in the world of politics. For Machiavelli, politics is more than just a career, it is an art that should be mastered and should be maintained. For Chris Matthews, politics is a game that should be learned by playing according to a set of rules. Both authors have goals in mind: to be on top of the power. Their works serve as guidelines on handling politics. Machiavelli and Matthews provide strategies on how to be an influential and effective political figure. These rules were patterned in the context of their current society. Though Machiavelli’s attack on The Prince is more aggressive than Matthews, this is mainly because of the political turmoil that has occurred during his time. Matthews on the other hand, wrote practical approaches that can be applied not just in government but as well as in business, job promotion or other aspects of life. This is to convey that politics is everywhere. Nonetheless, despite the differences between Matthews and Machiavelli, their works are cohesively direct to the path of power. To be the best player in the field of politics, one must maximize everything – including flaws and opponents – to his or her advantage. While Machiavelli focused more on state affairs, Matthews applied strategies not just to politics but to general ways of life. Like Machiavelli, Matthews related in his book on how to rise to power and maintaining it the moment it is achieved. The spread of influence and the utilization of wits will be able to bring someone to the top. Matthews enumerated his practical strategies that people within the Washington circle used. The ability to appear powerful is one of the tactics which Machiavelli has also cited. The embodiment of power is important to acquire power itself. From the famous saying of ‘what the mind conceive the body will achieve,’ people and competitors will believe a person portraying as a powerful individual. It creates a strong impression. To convince others that one has a power; it should reflect the outer attributes and incorporate the attitudes of a powerful entity. The Politician will have to utilize everything to be able to reach the top and at the top, his resources should be exhausted even more to maintain his or her stature. The Prince has the same aim. Machiavelli described most of his tactics with the likes of being a fox and to be a lion at the same time. On the other hand, Matthews associated it with a term of aggressive sports. In the field of sports, an athlete needs to play hard and it is necessary to lay out the strategies to be able to win the game. The aspects of deception and manipulation clearly reflect a Machiavellian theme situated in the White House. The politician works closely with the enemies rather than shunning them away. It gives the politician an opportunity to watch the actions of the enemy directly. Their capabilities can be used in favor of the politician’s gain. Both authors have stated the importance of alliances to strengthen influence and gain trust. Machiavelli stressed the importance of taking sides rather than going neutral. Win or lose, the Prince still has allies to aid him when crisis comes. Matthews mentioned having alliances to gain loyal supporters. He was able to portray in Washington, that people who actually do favors for the politician become great allies. The work of Chris Matthews is often compared with Machiavelli. Both of them preached the same aim of acquiring power, though their subjects are different. It can be viewed that Machiavelli’s The Prince is solely based on an individualistic approach since he focused on monarchies as a source of power. On the contrary, Matthews’ approach is more inter-personal. By the title of his book Hardball: How Politics Is Played Told By One Who Knows The Game, it gives the impression of sports which is composed of individuals and teams. To be on top means to be the captain of the game. Hardball can be a useful reference for people who want to get ahead with life. As mentioned earlier, Matthews’ approach is not as aggressive as Machiavelli. This can be applied in other aspects of life because as what Matthews mentioned in his introduction, â€Å"there are enduring human truths in the rules that politicians play by† (Matthews 17). Matthews depicts politics as an exciting and thrilling environment where the most amusing personalities are passionately involved. Machiavelli, on the other hand, gave a cruel and ruthless picture. Since politics is compared with sports, the major player from Matthews’ book is a prominent figure in world politics. The United States is one of the most influential countries, economic-wise and political wise. As a state, the U. S. is good at keeping their alliances. The long years of friendship with other countries (i. e. Great Britain) contributed to numerous gains which helped the US to be a super power in the international community. Behind its status is the most powerful political figure in the United States. For the upcoming 2008 US Presidential election, it is notable to mention a candidate that created a name for him as the first colored American to be nominated for presidency. Barack Obama can be a perfect example of a major player in Matthews’ political field. Being raised in a multi-racial background, this became an asset for him to reach different minorities in the country. This particular asset of Obama became one of his forefronts of his campaign which focused on thriving for change. Modern United States is a diverse country made up of various racial origins and Obama thought that his colored skin can be an advantage. Obama revealed in his memoir Dreams from my Father about his previous lifestyle of smoking and drinking. Relating this particular detail of his life, it can be seen as a target for his opponent to dwell on. However, this can also be viewed as a method derived from Matthews’ book. Before the other party can even use it against him, he does the broadcasting himself. Admitting one’s flaw can lessen the negative impact of it, and the rivals will have to search for a new attack to use against the politician. Citing this example, it is seen how Chris Matthews’ strategies are put to use. This kind of political play inside the White House reflects how the United States moves in the arena of world politics. Taking that into account, Chris Matthews gives the readers a clear picture of the inner workings of America’s political center. Washington is portrayed as the battlefield, wherein politics is the game, and the athletes are the politicians who play hardball.

Hilton Hotels A Name That Has Been Synonymous Marketing Essay

Hilton Hotels A Name That Has Been Synonymous Marketing Essay Chapter 1 Introduction Overview The hospitality industry has from time in memorial revolutionised to ensure business in this service industry is conducted in a unique way such that at the end of the day, customers get value for their money. In brief, that is Satisfaction. Hilton Hotels, a name that has been synonymous with excellence in hospitality is a hotels and resorts worldwide that goes a notch above and believes that their customers are not only customers but they are their guests. Therefore, ensuring customers stay is memorable has always been paramount and of great concern to Hilton group of Hotels. Furthermore the hotel ensures that they supersede their customers expectations and always guarantees satisfaction. The research focuses on Customer satisfaction in the Hospitality industry with a Particular reference to Hilton London Hyde Park hotel. Located a mile from Oxford Street and the west End, the hotel is one of the distinct, exciting hotels on the city doorstep. The researcher sought to find out the unending process of ensuring and guaranteeing customer satisfaction at this hotel property which forms part of the entire Hilton hotels fraternity. (Hilton Hotels and Resorts, 2010) Customer Satisfaction in Hospitality industry has been the bottom line in earning competitive advantage. It should be of interest to the reader that there has been enormous competition in this industry that is always highly competitive and all Hotels whether for business or leisure strives to ensure they meet and exceed their customers expectations. Meeting Customers expectation ensures customer satisfaction, and that is what all customers look for when they check in at the Hilton- London Hyde Park. Aims and Objectives of the study. This research sought to evaluate customer satisfaction at the Hilton- London Hyde Park. To ensure a clear guideline on how this research was going to be conducted, the researcher developed the aims and objectives which have been outlined below; To review the existing literature on customer satisfaction and add to the body to of knowledge how to ensure customers expectations are met and exceeded in achieving customer satisfaction. To find out competitive advantage that Hilton- London Hyde Park has earned that guarantees customer satisfaction. To investigate on regular customer complaints and ways in which customer complaints are handled at the Hilton London Hyde Park. To recommend suitable ways to ensure good customer care at the Hilton London Hyde Park that would be part of ensuring customers expectations have been met. Research Purpose and Rationale. The main purpose of this study is to independently ascertain in details the process of customer satisfaction at the Hilton- London Hyde Park. When customers needs and expectations have been met, customers are said to be satisfied. It is every customers desire that businesses take their needs and expectations at heart, this in the end has a long term results since it compels them to come back to the business hence becoming loyal. Businesses also benefit by ensuring customer satisfaction. This is evident when the same customers frequent the business daily or regularly, it creates loyal customers who will purchase more and even recommend that business to their friends and colleagues. Its from this fact that the researcher sought to evaluate customer satisfaction at a Hotel that champions it. Hilton -London Hyde Park has been on the fore front in ensuring and guaranteeing customer satisfaction, as a matter of fact the hotels has also been used as a benchmark for other properties that are struggling or yearning to achieve satisfy their customers. The research also sought to tackle customers perception of products and services at Hilton- London Hyde Park. Customers perception is always as a result of what they have experienced first hands at they Stay in the Hotel or what they have heard about the Hotel, the issue of perception cannot be ignored since it affects business performance. Hilton -London Hyde Park has put in place brand standards in every area of operations; this is for the sole reason of ensuring that customers expectations are met and exceeded as well as to maintain a positive image to the customers who are in the Hotel either for business, meeting and conferences or leisure. The researcher therefore was prompted to find out customers perception on products and services at the Hotel. Scope and Limitations Due to lack of funding and inadequate resources to support the project, the researcher focused only on Hilton London Hyde Park out of the hundreds hotels around London. Some of the customers who were presented with questionnaires most of them didnt fill them in because the hotel also provides questionnaires to the guests on arrival. Most of them always felt in a rush due to their busy schedules and lack of time to respond to the customer satisfaction questionnaire. Questionnaires that were returned, some were half filled or poorly filled. The other challenge was lack of information from first time customers at the hotel. On the questionnaires, it showed lack of knowledge and that some customers dont care about customer satisfaction especially those who dont pay for their bills such as business customers. Summary The introduction chapter highlighted the pre amble of this research. This has been achieved by giving a simple synopsis of the research aims and objectives, presenting the background information of the research conducted as well as the importance of the research and all the limitations that were encountered while at it. In the following chapters an in-depth and detailed piece of this work is presented that will shed more light on the various literature and scholarly works that has been carried out on customer satisfaction. Chapter 2 Literature Review 2.1 Introduction In this chapter various scholarly articles on customer satisfaction are going to be examined and compared, further more academic literature on the same will be reviewed and this will help the researcher relate to the research findings. This chapter will highlight various literatures on customer satisfaction and all the factors related to customer satisfaction. It describes in depth how good customer service from business acts as a catalyst in achieving satisfaction. However from this section it will be interesting to note that, not all customers appreciate what businesses does for them and hence the issue on customer complaint which can either be genuine or not. This opens the eyes of the potential reader to note that customers whose expectations are met tend to be satisfied, those whose expectations were exceeded tend to be delighted and those whose expectations were not met at all tend to be dissatisfied, this categorised the various kind of customers as much as customer satisfaction is concerned. 2.2 Who is a customer? There have been various definitions as well about who a customer is, but regardless of any definition its fundamentally clear that a customer is the most important person in any business. Every business must realise that a customer not dependent upon the business but on the contrary the business is dependent upon them since they are the sole reason as to why that business exists and favours the business when they come to buy the products or services that a business offers. Any business therefore knows that the customer is an essential part it, not an outsider. (Robert, 2005) The customer is the person who comes to the business with his needs and wants and its ultimate for that business to fulfil their requirements. A business should also accord every customer the most courteous attention they can give them since the customer is the lifeblood of every business, as a matter of fact Its Important to realise that without the customer any business would have been behind to closed doors. (Don and Martha, 2004) 2.3 Customer Satisfaction A result of good customer care is referred to as customer satisfaction. Customer satisfaction therefore is a derived term that shows the results of offering good customer care in a business. It should be noted that customer care therefore involves the planning of all activities in customer supplier relationship including the pre, during and after stages so as to ensure the customer expectations with regard to transaction process are met or exceeded (Withey and Lancaster, 2006). This clearly shows that for customer satisfaction to be achieved the process towards customer satisfaction starts before the product or a service is offered to the customer. Customer care involves more than just customer service, as a matter of fact; customer service is an important facet of customer care especially in ensuring that customer satisfaction is achieved. The latter necessitates the involvement of every facet of the company marketing and customer related programmes and should affect every single stage of the marketing planning and implementation process (Withey and Lancaster, 2006). Its therefore important for marketing managers to ensure that good customer service is put in place and addressed in the marketing process since this will be part and parcel for ensuring that customer satisfaction is finally achieved. Kotler (2009) approaches customer satisfaction from a different perspective. He refers to customer satisfaction as the customers feeling of pleasure or disappointment that arises from comparing the products perceived performance to their expectations. This means that customers have a certain perception towards every product they use hence its evident that if this products or service doesnt fulfil the customer expectation according to his or her perception about the product there will be dissatisfaction. Furthermore if the performance of the business matches the expectations in which the customer had perceived the product or service the customer is satisfied and if the performance exceeds expectations, the customer is highly satisfied or delighted. Customer Satisfaction therefore starts even before the product or service is provided to the customers, its important to note that every aspect of the business contributes to the overall customer satisfaction. It is vital for all the companies to realise that investing in good customer service and care will result in total customer satisfaction. But as much as companies that are customer focused is concerned will create customer satisfaction, its not the ultimate goal of a business. If a company will reduce the price of the products and service that they offer so as to ensure satisfaction then it means that as much as customers are going to be happy and get satisfaction from lowered price then that means the business may suffer as a result, and when a business suffers all the stake holders will suffer as well. Its reasonable therefore for all the company that seeks to create total customer satisfaction to do so subject to offering acceptable levels of satisfaction to the stake holders given the total results, (Kotler, 2009). Customers form their expectations from various channels. Kotler (2009) explains that the following aspects build up customers expectation; Past Buying experience. Friends and associate advice. Marketers and competitors information and promises. A customer previous or past buying experience can be a great determining factor that can persuade him or her to purchase and repurchase the product. If a product met the customer expectations in the first instance, it is possible that the customer will go back and repurchase that product or service. On the other hand friends and associate advises really count on building up customer expectations, consumers often tend to seek advises on where best to get a certain product or which company offers the best services, from this aspect there is a greater likelihood of the customer to believe his or friends or associates if they have had a first experience with the companys product or services. Lastly Kotler (2009) emphasis on Marketers and competition information and promises cannot be ignored many times the markers raise hopes on a certain product by doing a massive advertisement on that product. Competitors who seek to enlarge their market share are usually ion the spree on luring customers, the sum total of this builds up customer expectations before buying the product. From the companies perspective the dilemma that comes with customer expectations is that if their marketers raise high expectations, the consumers will be disappointed, the need to raise expectations by the company acts as a great marketing tool but can be disastrous if that expectation is not met at all. However if a company decides to set expectations too low, then that means that the company will not attract buyers but the likelihood of customers whose product value includes low prices will be satisfied. Companies should therefore raise expectation and deliver so as to match hence creating satisfaction Kotler (2009). 2.4 Cost of Poor Customer Care (Michael and Steven, 2005) emphasizes that if a customer expectation at any point of the customer relationship is not met, the result will customer dissatisfaction. These consequences can be mild or worse depending on the circumstances given. Most of the dissatisfied customers tend to complain to the company, others decide to stop purchasing from the same company, however the worst of dissatisfied customers are the ones who bad mouth the company especially if they were treated in a way that did not favourable to them, this kind of customers spread the news and unfortunately bad news travel faster than good new hence these might have negative impact to the company. (Michael and Steven, 2005) further confirms that dissatisfied customers with bad experiences are twice as likely to tell others as the good experiences customers, this pointer indicates the extent to which lack of satisfying customers expectation can lead to. Its important for business to realise that maximizing customer sa tisfaction gives them a competitive edge to exist in the market, customers are faced by many similar products as well as complimentary product, which makes it easier for them to switch to another product if they are dissatisfied in any way. 2.5 Benefits of Good Customer Care Contrary to a dissatisfied customer, a customer who is satisfied is a major asset to the business. The business can be rest assured that they will come back and in the long run become loyal customers (Lancaster and massingham, 2010). This explains why most customer focused companies are setting up loyalty programmes that seek to reward customer in order to woo them to be loyal and keep them in the business. The value of maintaining loyal customers is immeasurable to a business; it affirms the business that there will be repurchase from the loyal customers and at least a good word will pass around from them, which is a consequence of good customer care. The cost of acquiring new customers as opposed to maintaining the existing ones is very high, and every business primary goal is to minimise cost as well as maximizing profits. Good customer care ensures that business maintains its regular customers and still maximize on the loyal customers (Lancaster, 2010) 2.6 Loyalty from Regular Customers This is the act of particular customers returning to make purchases on the same product and services and choosing the same business for their purchases. A repeat purchase is another benefit of good customer care. Customers who are impressed and whose expectations are met will end up buying from the same business from time to time, this gives the business leverage when it comes to competitive advantage Below is a ladder of customer loyalty. From the above diagram, the suspect is the lowest level of the relationship ladder whereby the suspect includes everyone who might buy the product or service, a prospect is one who has the potential of buying your product or service while customers have purchased either a product or service from you and have the potential of buying it again, clients are those who do come back and then lastly but not least the advocates are those who market a product or service on behalf of your behalf. (Smith, 2006) 2.7 Referrals from Customers When businesses make sure that all their customer expectations have been met, they are indirectly marketing themselves to the potential buyers. Regular customers of any organizations always advise potential buyers about the products and services offered by that business. It is a common practice for satisfied customers to tell others especially their friends and colleagues about the exemplary service they received from particular business. This boosts the business in a ways that it even reduces on its costs of advertising since the outcome of good customer services is that word is spreading about what customers perceive on the products and services that are being offered. Referrals are more credible than advertising, while advertising convinces the potential buyer to buy a product that not been tried by the potential buyer, referrals offer a firsthand advise from an individual who has had a good experience with the companys product. Therefore its evidently clear that good customer care gives birth to loyalty that generates referrals which is a benefit to the business in terms of maximizing profit. 2.8 Customer Retention A business that meets customers expectations and surpasses those expectations and remains consistent in its customer care tends to retain those customers. These are the type of customers who will be loyal to the brand or the business in terms of purchases. Customer retention is as simple as making sure that the loyal customers are given all the reasons to buy the product again and again either by giving them incentives or by introducing a loyalty programme that will be rewarding them and earning them points every time them make a purchase. Most of the companies have implemented strategies that allow the marketing department to take care of their customers so as to make sure they are faithful to the brand in order to create retention. It should be noted that customer retention is a process that takes time since customers tend to judge the ability of a company to be consistent in being good to them. Its highly advised that the companies should rethink about their ways in which they ret ain their customers since in this competitive age a competitive strategy goes hand in hand with ensuring a market share is maintained and increased. 2.9 Steps in Customer Satisfaction Encourage face to face dealings. Dealing with customers face to face can be outright scary for any sales or company representative if they are doing it for the first time. However the results can reward handsomely and moreover the nervousness ceases with time. Depending on the kind of business that a company is operating its vital for the marketers as well as the sales team to go out and meet their customers face to face so as to get a firsthand experience and to create the business bond. It is advised that when meeting the customers calmness and confident are the two characters that need to be utilized. Listen to them and ask them what they need. It is believed that if a potential client in a business spends over half the meeting doing the talking, the company is on the way to making the sale. Face to face dealings is therefore paramount in dealing with your customers. Respond to messages promptly. Customers always want their queries and questions about a product or service to be answered promptly or as soon as possible. It is very unprofessional to keep customers waiting for a response that takes ages before its replied. Its also advised that even if the query cannot be answered at the exact time the courtesy of letting the customer know that their query has been received and will be attended to as soon as possible will be indispensable. Customers feel appreciated when their queries have been attended to and someone has taken their time to. Be Friendly and approachable. Customers always want to deal with someone who they can talk to and even relate in a friendly manner, this breaks down all the business formality and creates a conducive atmosphere to do business. Its very important to be friendly and courteous and to make them feel that they are part of the business and can be helped out when in need, this gives them some emotional security to know that they can always count and rely on the business. It should be noted that as much as some customers are annoying and would like to take advantage of every situation, its critical that you keep a positive outlook as well as give them feedback as best as you can while maintaining politeness and courtesy. Have a clear defined customer service policy. Every company that is customer focused understands the value of implementing customer service policy for efficiency in handling customers. It not only saves time but serves as a competitive advantage for the company as far as customers are concerned. Customer service policies are rules and guidelines that a company sets up for the purposes of ensuring customer services are handled in the most appropriate manner that it deserves. Its the procedural process in which customers queries are handled and this procedures outline the steps in which certain steps should be taken if the usual way doesnt work out. Customers should know what kind of steps they should take when making an inquiry since they find it annoying to be transferred to from the staff to the supervisor, to the manager who will then fail to solve it. A clear defined customer service policy therefore ensures that the company takes into consideration the needs of the customers as w ell as saving time for the company. Anticipate clients needs. Anticipating clients needs is a very high level of customer and company relationship that not many companies achieve. But it is evident that they companies that can boast about knowing and anticipating customer need can boast as well about the great rewards that yielded from it. This refers to a pro active nature of the company to look beyond what the customers wants and spoil them for what they wish to have without charging them any extra penny. It refers to a level where the company takes an insight into the customers needs and supersedes it. This act of anticipation to the customers needs will be used to spread good word about the company and the results will be referrals since many would love to be treated the same way. Honour Promises. Companies sell their products and services by promising amazing rewards from purchase of their product and services. It is empirical that this promises should be honoured otherwise the consequences can be daunting. Customers always want to make sure that they relate to the company that promises and delivers the promise. Lack of delivering promises can cause dissatisfaction and customers can bad mouth the company. Most importantly the company might suffer from lack of purchases that will eventually result to low profitability as well as losses. Benefits on products purchase, services on goods bought, meeting deadlines on projects and even charging for the amounts quoted are examples of keeping promises to the customers. 2.10 Monitoring Customer Satisfaction It is important for companies to monitor satisfaction since its the only way they can be able to know factors that shape customer satisfaction and from this they can be able to know what areas to improve on so as to ensure customer satisfaction is achieved by the company. Kotler (2009) argues that the relationship between customer satisfaction and loyalty is not proportional, the level of customer satisfaction varies from customer to customer hence its evidently clear that the lowest level of satisfaction can be characterised by customers who can find it easy to switch since as much as their expectation have been met, they still feel there is a better product out there and this means they can easily switch. The other level which is a bit higher than the lowest level of satisfaction refers to customers who are fairly satisfied and are likely to buy again as well as talk good about the company and the products. The level that is ultimate in customer satisfaction is where the customer is delighted, at this level there is an emotional attachment to the company and not just a rational one. Companies are therefore advised to always aim to achieve maximum satisfaction since its the only sure way of ensuring repeat business in the company. Measuring customer satisfaction will allow a company to be able to recognise what makes customers attain different degrees of satisfaction. Kotler (2009) lists several measurement techniques which include; Periodic Surveys. Customer loss rate. Mystery shoppers. Periodic surveys refers to ways in which companies track customer satisfaction by sending customers survey questionnaires to measure level of satisfaction as well as to know whether the customers can repurchase from the business again. Customer Loss rate is another way of monitoring satisfaction where the business tracks the lost customers and seek to find out why they dont purchase any more of the companys product or why they switched to a different brand. A mystery shopper has been a new trend that is first hand and that gives evidence on buyers experience. This method involves hiring potential customers to pose as customers so as to get the experience of how customers are helped and treated by buying the companys product in comparison with the competitors product. Additionally it should be a caution to companies that are complacent with their achievement on performance of customer satisfaction. They are highly always advised to monitor competitors performance in this areas since what might seems satisfactory to a company, might mean a low mark to another company. This is evident since some companies set a certain target of ensuring customer satisfaction is achieved and when achieved and possibly surpassed, they tend to relax and be comfortable not knowing that their competitors bench mark is even higher than what they are aiming to achieve. Companies should therefore do everything as possible to monitor customer satisfaction for purposes of efficiency. 2.11 Customer Complaints. Customers always look forward to companies to fulfil their expectations once they go there to make a purchase. Customer complaints refer to grievances placed by the customers if they are disappointed by lack of companies in fulfilling their expectations. Some companies have always been mistaken to measure customer satisfaction by analysing customer complaints; this is wrong and ineffective since a customers perception about a product or service starts even before a purchase is done. Jobber and Lancaster (2009) said that perception is a complex process by which people select, organise and interpret sensory stimulations into meaningful picture of the world. The process might be used to sort out the masses of stimuli that could be perceived into manageable amount. So even before the customer makes a purchase there has been a perception about the brand. 2.12 Benefits of Customer Satisfaction A company that ensures customer satisfaction is achieved is at the verge of enjoying benefits that is linked to it. (Vadim, 2010) highlights the benefits of customer satisfaction as; Highly satisfied customer generally stays in the business longer. When customers needs are totally met the tendency is that the customer will stick to that business more and more since he or she will always want the expectation to be met. This in turn will be an advantage to the business since there will be repeat business that will favour profitability. Less sensitive to price. Customers who normally stick to a particular business have a perceived value as well as firsthand experience on the companys products and services, its an advantage therefore to the business since anytime there will be a change it the price structure or a price quote, the business will enjoy the fruits of loyalty. Pays less attention to competing brands, a company can boast of having a market niche that does not pay keen attention to the competitors because of the relationship they have with a company that delivers and gives them satisfaction. Most customers are always happy why they realise they have a shoulder to lean on and thus shunning away any competitor trying to convince them otherwise. 2.13 Influence of Customer Satisfaction. Customer satisfaction influences the whole company as well in terms of the daily running of the marketing activities which are costly. Marketers are therefore left with a challenge of maximising profits, ensuring customer satisfaction is achieved and guaranteed as well as costs are minimised as soon as possible. 2.14 Summary. Customer service is a practiced art that takes time and effort to master. All one needs to do to achieve this is to sit back and reverse roles with the customer. What would you want from your business if you were the customer? How would you want to be treated? Treat your customers like your friends and theyll always come back. In conclusion the customer is the most important person in any business and if it was not for the customers the business wouldnt be established in the first place furthermore customer satisfaction basically ranges from industry to industry and in this research the researcher will be able to know customer satisfaction in the Hospitality Industry. Chapter Three Research Methodology 3.1 Introduction In the prior chapter, customer satisfaction was clarified conceptually and clearly outlined by use of the available literature the researcher was able to compare notes to. From the literature reviewed it is evident that customer satisfaction is a product of good customer care in every business, further more from the literature the researcher was able to categorise customers in three categories ; Dissatisfied, Satisfied and Delighted customers. In this chapter, the researcher outlines how this research was conducted in order to evaluate customer satisfaction at Hilton-London Hyde Park Hotel. The chapter opens up by outlining the research aims and objectives so as to keep abreast with the main reason as to why this research was conducted, more so by outlining the aims and objectives, the researcher is able to have a clear guideline on the use of relevant research philosophy to be used as well as the research approach to be put in place. In addition, an effective research strategy had to be inculcated by the researcher so and to ensure that data collected was credible and would be able to give the researcher the desired results; this chapter explains in depth the use of the research strategy used in this case. Towards the end of this chapter the research explains the data collection method this research employed as well as putting ethical consideration into perspective. Last but not the least the chapter discusses the advantages and disadvantages of this research methodology. It should be noted that lack of a clearly defined methodology may lead to the wrong collection of data that can be tendered irrelevant to the research report, its therefore highly important for researchers to have a critical analysis of the broad research methods and select the appropriate to be used in their research. 3.2 Research Aims and