Service Marketing and Relationship Marketing-Samples for Students

Question: Discuss about the Service Marketing and Relationship Marketing. Answer: For a services organization, it is very important to establish proper and effective interaction among its employees. It is very necessary for managing the activities and operations in effective and professional way. The organization makes efforts to maintain effective communication between its front stage and back stage divisions. For offering quality services to the customers, management of organization has to categorize these two divisions. In this reflective essay, there is a discussion about the front office and back office flow charts of National Health Services. It will analyze the importance of service counter at health service organization. At the end, it will evaluate the managerial implications of designed flow charts and effectiveness of service encounter to achieve the goals of organization. Flow Charts Currently, I am working in well-established health services organization in Australia, i.e. National Health Services (NHS). I am working here as a care taker from 2016. NHS is the biggest health care organization in Australia that is funded by public. It is providing all types of health care services to the patients. It is also giving them support for maintaining their health and life style. At NHS, the senior management has established two departments, i.e. back stage and front stage for evaluating, creating and offering the services to the patients (Armstrong et al, 2014). Each and every product based or service based organization create flow charts for planning, organizing and supervising the operations according to the set quality and standards. For NHS, designing of the flowcharts is necessary for attaining the preset standards and managing the organizational culture of providing the services. An effective balance between back and front stage flow charts will have huge impact on the process used for attaining the objectives of business (Christopher et al, 2013). Front Stage Flow Charts At NHS, there are some specific operations and services, which are assigned to the front stage staff, like; managing the quality and standards, coordination and collection of admitting and discharging patients (Goetsch and Davis, 2014). Front office staff of organization follows a flow chart that is created by the top level management. As I observed at NHS, front office flow chart of the organization includes different activities like; communication with the patients and other visitors, providing data and information about appointment of health care services and required information about the modifications in the health care provision to ignore the chances of conflicts. Back Stage Flow Chart From the flow chart, I have noticed that the changes in scheduling and decision making process are developed as per the information that is provided by front office department (Fisher, 2015). Additionally, by looking at the front office flow chart, back stage department creates its plan to assign the tasks and responsibilities to the health care employees. This approach of front stage staff is assisting the National Health Service organization to meet the requirements of patients in an effective and planned way. Back Stage Flow Charts At NHS, back office operations have a major impact on the process of planning and implementation of plan to offer the quality services and give effective health care services to patients (Kapoor. 2011). As I observed at NHS, the flow chart of NHS back office incudes the activities like; receiving the call of patients, attending the suppliers and staff of NHS, which is necessary for gathering the information and creating changes in the schedule. In addition, the back office flow chart includes the procedure of filling the documents about the employees, evaluation of financial statements and endorsement of funds by taking the permission of senior management positions (Edwards, 2010). Back Stage Flow Chart Furthermore, back stage flow chart of NHS evaluates other activities, like; cleaning the waiting area, making comfort and entertain the patients. With this, they also ensure the quality and standards of services and effective allocation and usage of resources. I realized that back office chart of NHS is effective and assisting health care organization to fulfill its objectives. Significance of Service Encounter For a service industry organization, service encounter plays an important role in understanding the process designing and delivering the services, which include both management and customers to meet the goals. According to my observation at NHS, the service counter involves the satisfaction of patients and efficiency on the basis of perceived behavior between health care professional and customers. For instance, the patients, who visit the health care organization, like; NHS interact with health care executives for getting the data and information about appointment and scheduling of patients with seniors care provider (Zeithaml, 2013). Along with this, it will get the information about the procedure of using the products and services and offer payments options, which assist them in understanding the value of services. Additionally, I realized that NHS always believes to offer standard services to their patient in the form of treatment. It also maintains the interaction and communication by looking at the needs and demands of patients. In this situation, the company is following the direct form of service encounter because this is comparatively good for health care organizations to requirements and understanding the condition of patients. It is considering direct service encounter for effectively managing the resources to offer better services and treatment and interact with the family of patients. By looking at the services encounter at NHS, I can say that services encounter is very important for a service organization. It assists to fix the quality standards of service and needs of patients that assist in managing the business operations. Furthermore, in a successful service encounter, services and people come together to get predetermined goals by behaving nicely and following the rules for maintaining the security and safety of patients and their information (Kapoor. 2011). As I analyzed, it can be said that an effective and successful service encounter with the patients and clients have optimistic impact on the brad reputation and services quality, which is offered to the patients at National Health Service Organization in Australia. Managerial Implications Managerial implications can be defined by proper evaluation and implementation of changes, which have huge effect on the quality and standards of services at NHS (Zeithaml, 2013). As per my observation, service delivery process at NHS includes the stages like communication and collaboration with the clients, providing data about appointments and scheduling of services. According to me, for managerial viewpoint listening to patients, understanding their disease and requirements and providing some additional support have positive impact on the management of service industry organization, i.e. NHS. Lack of service encounter can affect the brand image of the organization (Mok et al, 2013). So, management needs to make efforts to fill the gaps between estimated and actual performance of organization (Samaha et al, 2014). I experienced that management can do this by understanding the needs and expectations of customers. At NHS, the employees, i.e. care workers need to be very helpful to pa tients. I believe that this type of management approach will help the organization in meeting the needs of customers and its organizational objectives. From the above reflective essay, it can be considered that flow charts of a services organization for front and back office assists in managing the products and services, which it offers to its clients. It is found that data about the operations and activities, which are involved in the flow charts of NHS to manage the standards and effectiveness of services. At the end, the essay has described about the importance of the interaction and communication process, which can support the organization in achieving its objectives. References Armstrong, G., Adam, S., Denize, S. and Kotler, P. (2014).Principles of marketing. Pearson Australia. Christopher, M., Payne, A., Ballantyne, D. (2013).Relationship marketing. Taylor Francis. Edwards, M. (2010). Communication skills for nurses. A practical guide on how to achieve successful consultations. London: Quay Books. Fisher, A. (2015).Health and social care. Oxford: Heinemann. Goetsch, D.L. and Davis, S.B. (2014).Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Kapoor. (2011). Service Marketing: Concepts Practices. Tata McGraw-Hill Education. Mok, C., Sparks, B., Kadampully, J, (2013). Service quality management in hospitality, tourism, and leisure. Routledge. Samaha, S. A., Beck, J. T., Palmatier, R. W. (2014). The role of culture in international relationship marketing.Journal of Marketing,78(5), 78-98. Zeithaml. (2013). Services Marketing: Integrating Customer Focus Across the Firm. Tata McGraw-Hill Education

Willy Russells Blood Brothers Essay Example

Willy Russells Blood Brothers Paper On October 15th 2003, our GCSE drama class visited the Bristol Hippodrome to watch Willy Russells Blood Brothers. From what I had heard and read, Blood Brothers set out to be a fantastic contemporary show exploring a wide variety of emotions. I expected a sad yet funny dramatic piece; this I know would be classified as a fundamental paradox but from my knowledge of the show, this is what I was expecting. I expected the show to be about brothers who got involved in something that ended in death. I was nearly correct. The story is of twin brothers born to the poor and already mother of many, Mrs Johnstone. On hearing that she was expecting twins, Mrs Johnstone, who worked for the rich and infertile Mrs Lyons, was persuaded to give one of the children to her. After they had sworn an agreement on the bible, Mrs Lyons told Mrs Johnstone that if the twins were ever to meet and find out that they were twins, they would both die together; this was meant to disturb the already superstitious Mrs Johnstone. After giving one of the twins away, Mrs Johnstone lives with no contact with Edward (the twin that was given away) and brings the other, Mickey, up on a council estate in Liverpool for seven years, until one day Mickey befriends Edward and they swear to be blood brothers. Despite Mrs Johnstone and Mrs Lyons attempts to end the friendship, they continued to see each other going on until Edward is moved away by the paranoid Mrs Lyons. Mickey was hurt by this, but carried on life as best he could until he too was moved to the country by the council. One day by chance the brothers meet again, and continued the friendship where it left off. We will write a custom essay sample on Willy Russells Blood Brothers specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Willy Russells Blood Brothers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Willy Russells Blood Brothers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer However, as Mickey grows up and was meet lifes real problems, he soon found Edward to be childish and spoilt in his ways. He tells Edward that he didnt want to see him again and they both go their seperate ways. Mickey was to meet more trouble after he was wrongly imprisoned for shooting a man that his brother Eddie in-fact shot. This was to be the end of Mickey as we knew him, and he spirals out of control on a cocktail of drugs for his depression. When released from prison, Mickey is told by the now insane Mrs Lyons, that Edward and his wife Linda are having an affair. Mickey confronts Edward about this with a gun in hand. The police are called and they stand aiming at Mickey ready to shoot. When Mrs Johnstone finally reveals to them that they are twins, Mickey shouts, Why didnt you give me away? I could have been him, I COULD HAVE BEEN HIM! On saying this he waves the gun at Edward. The police thought he was going to shoot and so they shoot Mickey, as Mickey fell he pulled the trigger thus killing Edward. They both lie dead as Tell me its not true is sung by the grieving Mrs Johnstone. On entering the auditorium I noticed the stage used was a proscenium arch stage. When waiting for the show to begin, my expectations began to rise on seeing the set. This was due to the detail and exactness of the set design, it made me think I was actually in a street. Suspended in front of the set was a gauze, a net like drop that allowed partial view of the set behind. The gauze was dimly lit with a light that projected a broken image called a gobo. Allowing the audience to see the set behind but through distorted vision, helped us to feel the morbid and tragic atmosphere slightly. The atmosphere within the auditorium was excited to say the least; the audience was of mixed ages from eleven to seventy years of age. The show began with the orchestra playing the overture, and the set from behind the gauze being lit and revealed. The beginning of the show was re-enacted at the beginning. Two men walked on and lay down on a stretcher prop, other members of the cast walked on and covered the bodies with a blanket and were walked off. The gauze made this scene seem very dream like by distorting the image and view slightly. The stage was designed so either side of the stage was a few houses, this represented in parts, the two brothers houses, and sometimes one neighbourhood. The set was used very effectively and was realistic. As the show went on, parts were added or taken away from the set to show the time lapse of the show. Such as the back drop with twinkling lights for the city skyline, added more and more lights each scene. Also props such as telephones or different coloured doors were added. At the back of the stage, such things as a graphitized wall and a crumbling wall were flown in. For the interior of the Lyons residence, a fly down reveal was used and a settee was wheeled in on tracks that were put on the stage. The use of fly in and reveals allowed the show to keep its pace. For another more simplistic scenes such as the bus scene, the actors simply sat on chairs and bounced slightly to give the impression of a moving bus. For school scenes, desks were simply rushed in and the teacher mimed the writing on a blackboard. It was a simple yet effect use of a cyclorama backdrop. Lighting was also used very effectively, such as when the narrator sang songs such as Shoes on the table, the light turned very cold using blues and whites, but also there was an undercurrent of red which seemed to me as though it was signifying the devil or hell. It was used when the idea of superstition was brought up. Also when the madwoman chant was played out to Mrs Lyons, she fell to the floor and the stage was red washed, I think this also signified her spiralling into her personal hell. Sound wise, the gunshots were probably the most memorable sound effects used in the show, they were extremely loud and cause the audience to jump. One of the most memorable scenes where lighting was concerned, had to be the Madwoman chant, were Mrs Lyons stumbled into centre stage and fell to the floor, the stage was red washed and signified her own personal hell. It was the abrupt change in lighting that impressed me also. Song played a major part in the show, it helped us to feel the mood of the scene, such as the Shoes on the Table song was very powerful yet haunting. When the show was supposed to be tragic, songs like Tell me its not true created a successful ethos. Dance didnt play as major of a role in the show as song did, but certain scenes were choreographed effectively such as the Kids Game scene, in this scene the actors had to be acting out a game of cowboys and Indians and they were shooting at each other, falling over and using the other actors to help them support them or balance on them etc. The show featured many humorous parts, it was mostly used in the kids scenes. Humour was created by seeing grown actors play pre-pubescent characters, the contrast of the actors heights and builds allowed the audience to find humour in the actions or things they said. Humour was also used to break up the sadness of the preceding scene. My favourite scene had to be the mad woman scene. This (as described before) was after Mrs Lyons tried to attack Mrs Johnstone with a knife and was called crazy by Mrs Johnstone. Mrs Lyons slowly stumbled to centre stage and looked helpless. The stage was red washed and childrens voices were heard taunting Mrs Lyons with almost a skipping rope chant or game; it began, High upon the hill, the mad woman lives, never eat the sweets she gives, just throw them away and give them to your dad, high upon the hill theres a woman gone mad Mrs Lyons fell to her knees screaming and trying to block out the sound. The lighting used was to try and create a hellish image, representing Mrs Lyons personal spiral into a madness created by her own superstition that her son would die if he found out the truth. A weak scene for me was Shoes upon the table scene, I think this was chiefly due to the narrators almost strangulated accent as he sang. It distorted his voice thus making the words that were being sung very hard to understand. My favourite actor or character in the show was Mickey played by Sean Jones. His portrayal of a child in the early scenes was extremely successful and realistic. However, I think he played to the audience a lot in the comedy sections making us think that he might not be comfortable playing such broadly comic roles. One particularly strong scene for Mickey was when he was out of prison and hooked on the anti-depressants, when his wife wouldnt give him his tablets he almost broke down and brought the show to a dramatic high point. One of my least favourite characters was the narrator played by Keith Burns. Burnss strangled Liverpool accent was hard to comprehend in parts and distorted the words that seemed to be very important in telling the story due to his part the narrator. The narrator was dressed in a dark and smart suit with a dark red shirt underneath. This, I think, helped for him to be conveyed as the devil. All in all, the show was a huge success. The portrayal of children in scenes contrasted with the adult actors physique. Blood Brothers, is an extremely well written show of the real life issues that people deal with today and the realism of situations such as the redundancy issues were extremely realistic. However, the comedy and music helped bring a clean edge to a smoothly written modern classic musical Blood Brothers.

Blue Beach and Like Water for Chocolate essays

Blue Beach and Like Water for Chocolate essays In both the play, Blue Beach by Victor Hugo Rascn Banda and the novel Like Water for Chocolate, by Laura Esquirel symbolism plays a vital role throughout the central ideas. In both of these pieces of literature the symbolic objects are a hotel with everything in it and the use of cooking respectively. These objects reflect the families. In the play Blue Beach, the hotel portrays the breaking down of the Garza family, while in the novel Like Water for Chocolate, the use of cooking by Tita gives the reader the idea that the Tita is being held against living her own life, and instead living the life which her mother wishes to put upon her. Throughout the play Blue Beach, the reader gets the idea that the family is very broken down and is being held by a very thin string. The members of the family seem very bitter towards each other and very resentful toward each other. Within the play the author gives numerous examples of how the family is bitter and not caring. The Garza family is anything but normal. It seems that the son, Sergio and the mother, are the most unemotional out of the whole family. One example that shows how bitter Sergio can be is when he asks Matias to bring him a coconut. Matias gives Sergio the coconut drink and instead of Sergio being satisfied with it he says, Crazy Bastard. Whats this? (65). He spits out his drink because he believes it to be sour, but when he asks the others to drink it to prove himself right they see nothing wrong with it. I believe that this is showing that no matter what Sergio touches it seems foul and disgusting. This is due to what he went through when he was you nger. The author takes it upon himself to direct many of the symbolic objects within the play toward the mother. This includes when the mother asks Matias to bring her flowers, and when he does this she is anything but satisfied. Matias asks her how the flowers are, and she says that they...

10 Easy Ways for Students to Save Money

10 Easy Ways for Students to Save Money While you are in school, and maybe even right after you graduate, you are going to be on a tight budget. Looking for little ways that you can save money will prove to be very important during your school years and beyond. Lets explore 10 easy ways for students to save money. Stop Buying on Impulse Impulse shopping can be very tempting while out and about. The problem with this is that you end up blowing money on stuff you dont really need, and sometimes on stuff you dont really want. Before making a purchase, make sure it is truly necessary.   Dont Use Credit Cards Credit card companies love giving cards to young people. Many students give into the temptation to buy now and pay later. Unfortunately, these spending habits can come back to bite you. If you find that you cant use credit cards responsibly, hide the plastic until you learn a little restraint. Give Up Your Worst Habit Everyone has at least one bad habit. Maybe you smoke, drink Cosmos like no tomorrow, or buy expensive coffee before class. Whatever it is, cut it out. Youll be surprised at how much money you save. Dont Try to Keep Up With People Who Are Richer Than You Just because your roommate or your pals down the hall have a seemingly endless allowance, it doesnt mean you do too. Try to avoid keeping up with the people you hang out with and stay true to your budget.   Bargain Hunt Every Time You Shop When shopping, look for clearance items or two-for-one bargains, buy used books instead of new, and order the special instead of something off the menu. If you can find a bargain every time you have to buy something, the savings will add up.  Ã‚   Buy Machine Washable Clothes Youre in college. You dont need a dry cleaning bill! Buy clothes that you can wash yourself.  If you must buy dry clean only clothes, try to limit how often you wear them and find ways to cut dry cleaning costs.   Take Hand-Me-Downs Whether it is a used book or previously worn clothes, there is no shame in taking hand-me-downs. If somebody offers you something and you can use it, take it gratefully. When youre making more money, you may be able to someday do the same thing for someone else who will be just as grateful. Stay Home While it can be nice to get out of the dorm every now and then, staying at home is much cheaper. Instead of going out for the night, invite a few friends over for movies, games, gossip, or snacks. You might also want to give staycations a try.   See a Matinee Movie watching is a big part of American culture, but going to the movies with a few friends can be an expensive outing. Instead of going at night, try catching a matinee. Daytime shows are usually half the price of their nighttime counterparts and can be just as much fun.   Use the Library Most libraries offer you the chance to check out DVDs, CDs, and other forms of entertainment free of charge. Taking advantage of this resource, you can eliminate the money you spend on buying CDs and renting movies. Here are 12 ways to save money at the library.

Analyse the ways in which sociologist point to the social nature of Essay

Analyse the ways in which sociologist point to the social nature of living with cancer as a teenager - Essay Example This is the moment that human beings use to plan for their future lives and school life. It is also the most vibrant stage in the human lifecycle because teenagers experience major changes in their bodies and they discover who they are i.e. their personality traits, likes and dislikes. Teenagers are also highly active and interactive thereby developing a large social network. However, this is not always the case with teenagers suffering from cancer. The diagnosis, treatment and management of cancer greatly interfere with the activities of this critical growth stage (Wawsczczyk 2005). According to sociologists this is the stage in life where teenagers learn to be independent from their parents and family members thereby focusing more on their future. However, this is not possible for teenagers suffering from cancer because they need utmost support, attention and care from their parents and family members for emotional, psychological and social support. Therefore, such teenagers are taken a step back from discovering their independence, potential, strengths and weaknesses (Kleinman1988). Also the school life, social life and employment are put on hold for an unknown period of time, which is in contrast to what should be happening in their lives. This is because they become isolated from their peers, adults and school; which is an important social setting for a child’s growth. Cancer treatment is too severe for them to concentrate in school work or find lenient jobs that are conducive to their state of health. It is also quite common for insurance companies to cancel insurance policies for such teenagers because they are not in school. Insurance companies demand that all children still living under the care of their parents should be attending school to enjoy the benefits of the life insurance policies taken by their parents (Wawsczczyk 2005). Various surveys and research conducted by sociologists

International Marketing ..Rococo Chocolates Research Paper - 3

International Marketing ..Rococo Chocolates - Research Paper Example The primary objective of this study is to find out the value of the concept of expanding the business of Rococo Chocolates in France. The other objectives are to find out the market potential of the Rococo Chocolates in France and the way of promoting the product to achieve a sustainable position in the French market. The integrated marketing communications and branding strategies are discussed to find out the optimum path of success in the new market. The international marketing aspects have become a great opportunity for many companies. The Rococo Chocolates which is originated from London is now looking for great business opportunities in France. It is always very much challenging for any business entity to go global or to setup new business in other country. However, in this case the market is very much challenging as the growth level of the chocolate sales is not too high in the projected market, but with the help of out of the box thinking process the hidden path of the success can be achieved. To have a sustainable position in the French chocolate market, Rococo has to go through many changes accordingly. The strength and weakness from the inside and the opportunity and threat from the market must be analyzed properly to put step into the new market. Rococo Chocolates was founded in March 1983 by its owner Chantal Coady (Rococo Chocolates). For the last two decades the company has grown steadily. It has the great product line of different flavors of chocolates, and it also has different accessories related to chocolates. However, after catering the London with the flagship store in Motcomb St, in the center of Belgravia in London and with other two in London the Rococo has gain a great reputation within the London for selling rich and high quality chocolates. The founder and owner Coady is also the head of the chocolate society in London (Coe & Coe, 2007). With the vast experience of

Managing a police service Area Essay Example for Free

Managing a police service Area Essay Commanders managing a police service area faced with a number of challenges. Some of these include corruption, racial profiling, and poor cooperation and relationship between the police force and the local community. All this problems have been attributed among other reasons to insufficient training of law enforcement, discriminative administration, and lack of employee engagement. Therefore, managing a police service area challenges can be mitigated by ensuring a highly motivated and trained police force as well as engaging the community to enhance their appreciation of the police. Corruption has been cited as a major problem compromising the effectiveness of the police force. According to available statistical evidence, the problem of drug dealings is increasing becoming an issue of national concern in the American nation. This is despite the fact that the law enforcement has the potential to identify, mitigate or prosecute the offenders. However, the problem of corruption has been closely attributed to poor motivation to police officers as well as lack of an effective channel for getting public feedback on the conduct of police officers. Another problem facing commanders managing a police service area is poor communication and cooperation of police officers and the community. The community is evidently identified as a crucial tool for aiding in the identification and mitigation in the community. Therefore, poor relationships between local law enforcement and the community serve only to escalate crime in the community, a negation to the sole duty of the police service area commander. Indeed, such poor relationships are a major threaten to the life of officers as they are perceived by the community as enemies rather than just and fair law enforcer. The third challenge affecting commanders managing a police service area is racial profiling. Racial discrimination in the law enforcement agencies has been a major critic from the general public. The sole duty of all police officers is to ensure sustainable peace and security in the community. This means that police officers should function to investigate on suspected crime offenders based on substantial evidence rather than based on their race, nationality, and ethnicity. It is this practices which remains a major challenge for commanders to oversee the fair and just enforcement of the rule of the law. As a police manager, there are a number of actions I would take to mitigate these problems. First, I would ensure implementation policies as a way of mitigating the problem of police corruption. Such practices would include increment of payment and service allowances for the police. Other could be engaging officers in retirement benefit schemes as well as providing job security. This is because I believe that most officers engage in corruption as a way of accumulating extra earnings for their present and future needs. On the problem of poor relationship between police and community as well as racial profiling, I would ensure the introduction of a comprehensive police training scheme. Skilled and reliable police officers should high sufficient skills on public relations. Such training will also equip the officers with the necessary skills of dealing with a diverse population, a factor that could compromise racial profiling. The biggest problem causing poor relationship between the police and the community is poor communication. To eliminate this problem, I would encourage interactive sections between the police and the community members as a way of breaking the current relational gap.