Importance of Customer Satisfaction

Importance of Customer Satisfaction Customer Service Introduction According to Hansemark and Albinsson(2004), satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. Customer loyalty, on the other hand, according to Anderson and Jacobsen (2000) is actually the result of an organisation creating a benefit for a customer so that they will maintain or increase their purchases from the organisation. True customer loyalty is created when the customer becomes an advocate for the organisation, without incentive. To be successful, organizations must cater to the needs, wants and demands of their customers. That is the reason why many companies have continuously focused on the importance of customer satisfaction and loyalty. Moreover, it has a positive effect on an organisations profitability. There is also a close and positive connection between customer satisfaction and loyalty. Therefore, customer satisfaction and loyalty are all very important for an organization to be successful. Many researchers have looked into the importance of customer satisfaction. Kotler(2000) defined satisfaction as: a persons feelings (pleasure or disappointment) resulting from comparing a product performance in relation to his or her expectations. Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and delight. There are many factors that affect customer satisfaction. According to Hokanson (2001), these factors include: friendly employees, courteous employees, knowledgeable employees, helpful employees, accuracy of billing, billing timeliness, competitive pricing, service quality, good value, billing clarity and quick service. In order to achieve customer satisfaction, organisations must be able to fulfil their customers needs and wants (La Barbera and Mazursky, 2000). Customers needs state the felt deprivation of a customer (Kotler, 2000).Whereas customers wants, according to Kotler (2000) refer to the form taken by human needs as they are shaped by culture and Individual personality. However, Bowen and Chen (2001) said that having satisfied customers is not enough, there has to be extremely satisfied customers. This is because customer satisfaction leads to customer loyalty. Bansal and Gupta (2001):Building customer loyalty is not a choice any longer with businesses: its the only way of building sustainable competitive advantage. Building loyalty with key customers has become a core marketing objective shared by key players in all industries catering to business customers. The strategic imperatives for Building a loyal customer base is as: Focus on key customers Proactively generate high level of Customer satisfaction with every Interaction Anticipate customer needs and respond to them before the competition does Build closer ties with customers Create a value perception Sivadas and Baker-Prewitt (2000) said there is an increasing recognition that the ultimate objective of customer satisfaction measurement should be customer loyalty. Fornell (2002) said high customer satisfaction will result in increased loyalty for the firm and that customers will be less prone to overtures from competition. This view was also shared by Anton (2002) who said that satisfaction is positively associated with repurchase intentions, likelihood of recommending a product or service, loyalty and profitability. Loyal customers would purchase from the firm over an extended period of time. (Evans and Berman, 2003). Guiltinan, Paul and Madden (2001) said that satisfied customers are more likely to be repeat (and even become loyal) customers. Sivadas and Baker-Prewitt (2000) Satisfaction also influences the likelihood of recommending a departmental store as well as repurchase but has no direct impact on loyalty. Thus satisfaction in itself will not translate into loyalty. However, satisfaction will foster loyalty to the extent that it is a prerequisite for maintaining a favourable relative attitude and for recommending and repurchasing from the Store. Once customers recommend a department store it shows loyalty towards that store. Thus the key to generating loyalty is to get customers to recommend a store to others. Also, customers are likely to recommend a department store when they are satisfied with that store and when they have a favourable relative attitude towards that store. Evans and Berman (2003): Companies with satisfied customers have a good opportunity to convert them into loyal customers who purchases from those firms over an extended period. Conclusion Based on the views and research, it can be concluded that customer satisfaction is very important. Thus, though customer satisfaction does not guarantee repurchase on the part of the customers but still it plays a very important part in ensuring customer loyalty. This point has been echoed by Gerpott et al. (2001) when they said customer satisfaction is a direct determining factor in customer loyalty, which, in turn, is a central determinant of customer retention. Therefore, according to me, organisations should always strive to ensure that their customers are very satisfied. References Anderson, H. Jacobsen P. N., 2000, Creating Loyalty: Its Strategic Importance in Your Customer Strategy. Bansal, S. Gupta, G., 2001, Building Customer Loyalty Business-to-Business Commerce. Bowen, J. T. Chen, S. L., May 2001, the Relationship between Customer Loyalty and Customer Satisfaction, International Journal of Contemporary Hospitality. Evans, J. R. Lindsay, W. M., 2003, the Management and Control of Quality. 3rd Ed. Guiltinan, J. P., Paul, G. W. Madden, T. J.,2001, Marketing Management: Strategies and Programs Hansemark, O. C. Albinson, M., 2004, Customer Satisfaction and Retention: The Experiences of Individual Employees, Managing Service Quality. Hoyer, W. D. MacInnis, D. J., 2001, Consumer Behaviour. 2nd Ed. Hokanson, S., January 2, 2001, The Deeper You Analyse, The More You Satisfy Customers Kotler, P., 2000, Marketing Management. 10th Ed. LaBarbera, P. A. Mazursky, D., 2000, A Longitudinal Assessment of Consumer Satisfaction. Sivadass, E. Baker-Prewitt, J. L., 2000, An Examination of the Relationship Between Service Quality, Customer Satisfaction, and Store Loyalty.

Neoclassicism

Neoclassicism is a movement of the revival of a classical style of ancient Greece and/ or ancient Rome in decorative arts, literature, architecture, and music. One such movement was dominant in Europe from the mid-18th to the 19th centuries. Neoclassicism focuses on symmetry, primarily with the use of circles and squares. The use of triangular pediments and domed roofs is also prevalent among Neoclassical architecture. These characteristics were affected by the Age of Reason’s ideas that architecture should be logical and balanced instead of over decorative. Neoclassicism was influential in the decorative arts too.Furniture was designed by designers and produced by furniture makers. One famous architect who designed furniture is Robert Adam. In contrast to the cabriole style leg, he used straight legs and he designed his own patterns on the backs of his chair. Robert Adam’s decorative arts can be seen in the interiors, such as in the Etruscan Room (figure 1) at Osterley Park House. Here, Robert Adam uses classical Roman decorative motifs inspired by Herculaneum and Pompeii. Adam also designed flat grotesque panels, which were inspired from Roman mural painting. figure 1Although neoclassical architecture was primarily influenced by Roman and Greek architecture, it become a movement of its own, with its own standards and leading figures. The Rotunda (figure 2) by Andrea Palladio was inspired by the Pantheon in Rome. It in turn, was inspired by Brunelleschi’s double walled pointed arch dome. The large windows used became know as Palladian windows, which is a prominent feature in neoclassical architecture. The Rotunda then influenced the Chiswick House (figure 3) designed by Lord Burlington. The Chiswick House has a simple symmetrical plan and consist of many Palldian style architectural elements.The Chiswick House then influenced Thomas Jeffreson’s Monticello in the United States. figure 2figure 3 By the late 18th century, Thomas Jeffer son had embraced the neoclassical style in his designs for Monticello (figure 4) and the Virginia State Capitol (figure 5). Monticello was based on the neoclassical principles of Andrea Palladio. Monticello is similar in appearance to the Chiswick House. The Virginia State Capitol is the first Neoclassical building in the United States, inspired by the Mason Carae, with Etruscan stairs, portico, and triangular pediment. Jefferson advocated Neoclassicism as the official rchitectural style of the United States, also known as the Federal style after the American Revolution. For Jefferson, it implied new democracy by tracing its roots back to Greece, the origin of democracy. (figure 4)(figure 5) Neoclassicism was more than just an antique revival; it was a reaction against the over decorative Baroque Art and the Rococo Art of the times. Striving for equality after the revolution of United States and France, Neoclassicism quickly expanded and influenced Europe and North America in decora tive arts, literature, architecture, and music.In the end, it also lead people to a new way of thinking. Bibliography Buie Harwood, Bridgate May, and Curt Sherman, Architecture and Interior Design through the 18th Century. Encyclopedia Britannica, NEOCLASSICISM, http://lilt. ilstu. edu/jhreid/neoclassicism. htm Architecture 411, Neo-Classical Architecture, http://www. architecture411. com/notes/note. php? id_note=6 GreatBuildings, Neo-Classical Architecture, http://www. greatbuildings. com/types/styles/neo-classical. html

Why We Crave Horror Movies

In â€Å"Why We Crave Horror Movies†, Stephen King theorizes that everyone is mentally ill to some degree – some people Just hide it better than others. King tongue in cheek observation is offered with a touch of humour to alleviate the discomfort which the reader might feel if at any time there was the thought that this actually might be true. Horror movies, like scary stories and thrilling amusement park rides, allow us to challenge our fears, to show that we are not afraid, to prove that we can.King roposes that these activities confirm for each of us our normality, while also appealing to the worst in all of us, as they allow the freeing of our fantasies without fear of reprisal or repercussion. This is fun with a twist, macabre and voyeuristic, and enjoyed from the particular vantage point of knowing that it is not real, and more importantly, that it cannot happen to us. The thrill ofa horror movie allows not only a suspension of reality, but also of the cynical, J aded view of reality that we feel, as adults, we must bring to bear n our lives.Everyone has demons, which require exorcising, or as King notes, exercising. There is a level of acceptance in society which governs our actions, which is why we need something to achieve the release of these otherwise unacceptable thoughts, hence the need for the sick Joke, the scary ride, the horror movie. In the end, we are not judged by our level of sanity but rather by the socially acceptable degree of our actions, of our particular form of insanity. Why We Crave Horror Movies In the essay, â€Å"Why We Crave Horror Movies† Stephen King attempts to explain why we love horror movies, and he gives a few different reasons why people go to see horror movies. People want to show that they are not scared; people want to have fun; but the main reason that he suggests is that we are insane and we need to watch horror movies to keep that insanity locked up in society. He uses a variety of argumentative strategies and literally decides to prove his thesis. On the other side, King surprised me by the reasons and comparisons he made and gave about why people watch horror movies, but then, the essay went off into tangents that I did not expect. Conversely, Stephen King gives his first thesis that â€Å"I think that we’re all mentally ill†¦Ã¢â‚¬  King presents a case that every person intentionally watches horror to keep one’s under control— well fed, but under control. â€Å"It deliberately speaks to all that is worst in us. It is morbidity unchained, our most base instincts let free, our nastiest fantasies realized†¦and it all happens, fittingly enough, in the dark. King says the basic reason why people will pay money to watch gore is like riding a roller coaster, â€Å"to show that we can, that we are not afraid†¦to re-establish our feelings of essential normality†¦and we go to have fun. † King tries to make the case that murderous insanity is in the same category as public nose picking . The potential lyncher or saint needs to be â€Å"let loose to scream and roll around in the grass. † Why over-work the good emotional muscles and neglect the muscle-tone of those less desirable? There is a logical fallacy in the title of his article, because not everyone craves horror movies. King eventually tells the truth concerning horror movies, which becomes the key to understanding why certain people crave. First, he says,† the horror movie is innately conservative, even reactionary. † What is being held back? What is being reacted against? All that is good, and he writes, â€Å"If we share a brotherhood of man, then we also share an insanity of man. None of which is intended as defense of either the sick joke or insanity but merely as an explanation of why the best horror films, like the best fairy tales, manage to be reactionary, anarchistic, and revolutionary all at the same time. However, I agree with Stephen King’s statement that we are all mentally ill, because mental health or mental illness is conditional to whether our actions interfere with daily task that are acceptable responses to demands and opportunities. In addition, we are all capable of crossing the line between acceptable and unacceptable actions that determine being classified as sane or insane. Horror movies allow us to view and emotionally experience the consequences of insane actions. I am also agreeing that horror movies appeal to all that is worst in us. Horror movies allow us to experience extreme emotional excitement through unacceptable actions acted out in the films. People crave the thrill they receive from experiencing extreme nervousness, disgust, panic, and fear. Horror films cause these sudden, temporary emotions and reactions, but will not interfere with our daily lives once we leave the theater. Packed theaters showing horror films and best selling horror novels are proof that people crave the thrill derived from viewing or imagining insane actions and their consequences. This article tells about how all people are somewhat insane. King says it is our levels of insanity that make us all different. Our insanity is what makes us crave sick, unnatural, and wicked things in life. Specifically, he tells about people’s obsession with horror movies and wanting to watch other human beings be tortured in some frightful manner. We want to feel afraid. For some people, this is done to prove their bravery. Others do this in hopes to make their own lives seem more normal. Although I thought this essay was somewhat difficult to understand, I do agree with the main points of it. I do not understand why I enjoy watching other people be brutally murdered in horror movies; however, I see it as more of an adrenaline rush than insanity. I was also somewhat offended when King commented on baby jokes. He said that the enjoyment of that type of sick joke is insanity. In reality, these jokes are not real; therefore, I do not see the insanity in chuckling at this type of joke. If people actually enjoyed seeing people slaughtered in real life, then I would think that they are mentally ill, but as long as it is just acting, I believe this lifestyle is a craving for entertainment, not insanity. Why We Crave Horror Movies In â€Å"Why We Crave Horror Movies†, Stephen King theorizes that everyone is mentally ill to some degree – some people Just hide it better than others. King tongue in cheek observation is offered with a touch of humour to alleviate the discomfort which the reader might feel if at any time there was the thought that this actually might be true. Horror movies, like scary stories and thrilling amusement park rides, allow us to challenge our fears, to show that we are not afraid, to prove that we can.King roposes that these activities confirm for each of us our normality, while also appealing to the worst in all of us, as they allow the freeing of our fantasies without fear of reprisal or repercussion. This is fun with a twist, macabre and voyeuristic, and enjoyed from the particular vantage point of knowing that it is not real, and more importantly, that it cannot happen to us. The thrill ofa horror movie allows not only a suspension of reality, but also of the cynical, J aded view of reality that we feel, as adults, we must bring to bear n our lives.Everyone has demons, which require exorcising, or as King notes, exercising. There is a level of acceptance in society which governs our actions, which is why we need something to achieve the release of these otherwise unacceptable thoughts, hence the need for the sick Joke, the scary ride, the horror movie. In the end, we are not judged by our level of sanity but rather by the socially acceptable degree of our actions, of our particular form of insanity.

Poems of Siegfried Sassoon - 2159 Words

POETRY With the poems of Siegfried Sassoon we are moving from the conventional way of writing in the approach of the issue of war, in what sense First of all his approach is an anti- war approach , he is not encouraging young people to join the war , he speaking of war as being a cause of death. Because he is less conventional; he is less traditional , he is writing poems labeled until now as anti war poems , we find the division of his sentences, rhyme in words, the division of the poem into 2 stanzas, conversational style, we can say that he is turning to heritage that is used by the modernists . If we are to examine this poem with other poems from the modern literature , we will find that it does complete some of the demands†¦show more content†¦The soldiers are shedding their blood to allow a new race to grow and come out from his land , their blood is the price of this race. Look at the idea he is presenting in sending these young soldiers to war , trying to convince the listeners and the soldiers day by day ,that when you join the war you will become more mature , more experienced and you will gain honor ,for yourself and family, you are purifying your land by your own blood . Let s see how many times the word they has been repeated 4 times in 6 lines , forgetting about the soldiers identities and individuality , so the group is not meant as individual, the decision maker can make use of them to defeat the other party without having to give them identities and different personalities . They will not be the same ..he is not concentrating on something specific. Who is the anti-Christ Speaking of the enemy, the church is criticizing the other countries believes, he is generalizing , in fact this stanza is written in an ironical way, to satirize and attack the bishop who stands for all the bishops of the other churches in England at that time who is making a kind of a propaganda for the sake of the decision maker = the political system , so they are practicing this attribute of advertising , and emphasizing the idea of war on the society , he is speaking in theShow MoreRelatedSiegfried Sassoon ´s Poem811 Words   |  3 Pagespoet, Siegfried Sassoon, who created poems that vividly portrayed his experiences of being a soldier in one of the world’s largest wars. Siegfried Sassoon’s poems gave people back home a clear picture of what was really going on and what conditions the soldiers had to live under during the years that the war lasted. Siegfried lived a life that was greatly affected by war, the deaths of people he cared for, and his strong passion for writing poetry. (Mixture of all sources) Siegfried Sassoon wasRead MoreAnalysis Of The Poem Siegfried Sassoon 1029 Words   |  5 Pagesexperience that can impact political actions and have major repercussions on a global scale. Siegfried Sassoon was a poet that realized the true power and capabilities of poetry and what it could accomplish. Sassoon used his gift of poetry to advance humanity’s views on war and help them better understand the terrifying imprint it left on the world. Siegfried Sassoon is remembered for the fury that his poems encompassed. He wrote poetry during World War I and the brutality of trench warfare. He constantlyRead MoreAn Analysis Of Erhard Schon s The Vienna Woods And Siegfried Sassoon s Poem Atrocities 893 Words   |  4 Pagessavagery that is inflicted upon both parties during the expansion of Empire: Erhard Schà ¶n’s illustrations that accompany the translated texts of the ‘Turkish Riders with Christian Captives,’ ‘Turkish Atrocities in the Vienna Woods’ and Siegfried Sassoon’s poem ‘Atrocities’. Both pieces are a representation of different points of view during two different wars. However, though they may be separated by 500 years, both are easily able to relay the pain that is trust upon common everyday people whoRead MoreSimilarities Between Rupert Brooke, Siegfried Sassoon, And Wilfred Owen1531 Words   |  7 Pagesspecifically poetry, changed. Rupert Brooke, Siegfried Sassoon, and Wilfred Owen all share one common bond: these men were war poets. According to the Oxford Dictionary, the term â€Å"war poet† means â€Å"a poet writing at the time of and on the subject of war, especially one on military service during the First World War.† These poets each had a distinctive outlook on the war, that is depicted in their style of writing, and noticed by readers through reading their poems. The devastating war had negatively shiftedRead MoreCounter Attack, Attack And Aftermath, By Siegfried Sassoon1081 Words   |  5 Pagesbeside you as you clench your gun tightly to your chest, is this really what you signed for? War Poetry is written to expose the truth about war. In class, we have studied the poet Siegfried Sassoon who fought in the first world war and has written poems to show the audience/ civilians the truth behind war. He uses his poems Counter Attack, Attack and Aftermath to show how war is nothing but a do g fight, but a graveyard where it is kill or be killed, and how horrific experiencing the loss of a love,Read MoreAnalysis Of Siegfried Sassoon s The War 1514 Words   |  7 Pages Siegfried Sassoon was an influential man that lead the people to the revelation of the war’s heinous truth. His genius use of literature epitomised the reflection of his critical view of the war. Siegfried Sassoon declares â€Å"I have seen and endured the sufferings of the troops, and I can no longer be a party to prolong these sufferings for ends which I believe to be evil and unjust.† and thus, he begins his personal attack against war through the power of literature. He deprecated his distasteRead MoreA Comparison of Wilfred Owen and Siegfried Sassoons War Poetry1665 Words   |  7 PagesA Comparison of Wilfred Owen and Siegfried Sassoons War Poetry Lieutenant Wilfred Edward Salter Owen M.C. of the second Battalion Manchester Regiment, was born March 18th 1893 in Oswestry, Shropshire. He was educated at the Birkenhead Institute and at Shrewsbury Technical school. Wilfred Owen was the eldest of four children and the son of a railway official. He was of welsh ancestry and was particularly close to his mother whose evangelical Christianity greatly influencedRead MoreThe Development of War Poetry Throughout Ww11027 Words   |  5 Pagessuffering and hardship led to strong companionship and their experiences affected what they wrote about in their poems. Many of the men wrote poetry as a mean of expressing their despair as their situation and possible fate. In order to express my view over this I will be comparing and contrasting three different poems by Rupert Brooks, Wilfred Owen and Siegfried Sassoon. The poem ‘The Soldier’ written by Rupert Brooke gives a strong and patriotic feeling to all of it’s readers, it tells us aboutRead MoreWorld War 1 Poetry Essay1681 Words   |  7 PagesFocusing on two World War One poems, explore how the poet expresses their feelings. Dulce et Decorum Est - Wilfred Owen Suicide in the Trenches - Siegfried Sassoon In the poem, Dulce et Decorum Est by Wilfred Owen we can understand Owens feelings toward the war, in the form of strong sarcasm and empathy. Poems were often used by many people, as a way to vent their feelings, and find a voice. Strong empathy is felt as Owen himself was a soldier in the army and military hero until he got admittedRead MoreEssay Comparing Counter Attack and the Soldier861 Words   |  4 Pagesit was either heroic or mere butchery. These ideas are represented in the 2 poems â€Å"The Soldier† by Rupert Brookes and â€Å"Counter Attack† by Siegfried Sassoon. Rupert Brooke (1887-1915) was an accomplished poet in WW1. Unlike Sassoon, Brooke never fought at the front line, but joined the Mediterranean Navy where he died of a mosquito bite. Rupert Brooke expressed his feelings about war (war being a heroic act) through poems such as â€Å"The Soldier† where he talks about the solemnity of the soldier and