Literary Scholarship And Criticism Of Shakespeare s The...

Shakespeare critic and Harvard literature professor, Harold Bloom, asserts that Shakespeare is the metaphorical â€Å"inventor of man.† Bloom writes: The plays remain the outward limit of human achievement: aesthetically, cognitively, in certain ways morally, even spiritually. They abide beyond the end of the mind’s reach, we cannot catch up to them. Shakespeare will go on explaining us, in part because, he invented us† (pp. 19-20). Bloom’s audacious evaluation of Shakespeare has been echoed throughout the canon of literary scholarship and criticism. In fact, Bloom’s â€Å"invention† thesis, found in Shakespeare: The Invention of the Human, represents a culmination of centuries of teaching and reflection upon the famous English poet’s craft. This†¦show more content†¦Hamlet: The Prince of Denmark is a hallmark example of Shakespeare’s contemplation of social tolerance and equity in the exploration of human sociology. In this play, we see the malignant ambition of newly throned King Claudius, the questionable decision-making of Queen Gertrude, and the emotionally-preying and encompassing force of murdered King Hamlet’s ghost, construct the grounds for contemplation of human drama; this contemplation is essentially distilled and literally embodied by the character of Prince Hamlet. Moreover, the â€Å"truth,† hidden at the onset of this play, sets the inter nal and external conflict for Prince Hamlet as well as the figurative stage for a study of human character and action, or alternatively, ego and power. Prince Hamlet’s own ego is festered by the crime against his father: a murder committed by Hamlet’s ambitious uncle, Claudius, whose own ego has led him down a the path of a usurper. Yet, Shakespeare exposes that the pains of human ego are not morally equivalent between these two. Hamlet’s pain and feelings of slight come at the potential truth that his father was murder. His ego is that of a wounded sense of self created out of the anguish he feels in his inability to take deliberate action against Claudius, driven out of the lack of evidence to trulyShow MoreRelated Schools and Education - Understanding the Rise in Apathy, Cheating and Plagiarism3796 Words   |  16 Pagesmakes sense because after the fall of Rome, Western Europe fell into a dark age. Not until the Renaissance do we see another spurt of human ism that marked the great classic periods of Greece and Rome. Before the invention of the printing press, the rise in literacy, and the focus on humans as perfectible creations who can create important works by themselves, there was very little need for authorial ownership. In the Renaissance, associating an author’s name with a work was generally tied to prosecutionRead MoreOrganisational Theory230255 Words   |  922 PagesHoldt Christensen, Associate Professor, Copenhagen Business School, Denmark McAuley et al.’s book is thought-provoking, witty and highly relevant for understanding contemporary organizational dilemmas. The book engages in an imaginative way with a wealth of organizational concepts and theories as well as provides insightful examples from the practical world of organizations. The authors’ sound scholarship and transparent style of writing set the book apart, making it an ingenious read which invitesRead MoreDeveloping Management Skills4041 31 Words   |  1617 Pagessolution for courses in Principles of Management, Human Resources, Strategy, and Organizational Behavior that helps you actively study and prepare material for class. Chapter-by-chapter activities, including built-in pretests and posttests, focus on what you need to learn and to review in order to succeed. Visit www.mymanagementlab.com to learn more. DEVELOPING MANAGEMENT SKILLS EIGHTH EDITION David A. Whetten BRIGHAM YOUNG UNIVERSITY Kim S. Cameron UNIVERSITY OF MICHIGAN Prentice Hall

Fad2230 Exam 1 Study Guide - 2832 Words

Chapter 1: Why Study Families Other Close Relationships Family: a relationship by blood, marriage, or affection, in which members may cooperate economically, may care for children, may consider their identity to be intimately connected to the larger group. The U.S. Census Bureau Two or more people living together who are related by birth, marriage, or adoption. Family of Orientation: the family that you are born into. Family of procreation: the Family you make through marriage, partnering, /or parenthood. Fictive kin: Nonrelatives whose bonds are strong intimate. Marriage: an institutional agreement between persons to publicly recognize social intimate bonds. William Stevens Socially legitimate sexual union Begun with a†¦show more content†¦Describe Examine factors that predict or are associated with Explain the cause-and-effect relationships Examine the meanings interpretations Example: because of research, we know that violence among intimates is a serious and pervasive social problem. Survey: a form of research that gathers information about attitudes or behaviors through the answers that people give to questions. Random Sample: A sample in which every â€Å"person of interest† has an equal chance of being selected into your research study. In-depth interview: a research method that allows an interviewer to obtain detailed responses to questions. Experiment: a controlled method for determining cause effect. Focus group: a small interview of people who are brought together to discuss a particular topic. Observational study: research method that goes into the natural setting observes people in action. Secondary analysis: a research method in which the data were collected for some other purpose but still are useful to the researcher. Quantitative research: research that focuses on data that can be measured

Viktor Frankl’s Theory Approach from Graphology and the Enneagram Essay Sample free essay sample

I think everyone was surprised less Enneagram professionals who saw Ratzinger extremely developed Six personality. If we combine the constructs of the two subjects that better survey any personality construction – Graphology and Enneagram – we can easy analyse this honest. brave and consistent measure of 265 ? Pope of the Catholic Church. As we can see from the samples. his script is little. phlegmatic. with important simplifications that make it indecipherable sometimes. His script is pastelike. with a weak force per unit area. connected with arcades and missing in dynamism beat. At times it reminds me the script of Charles de Foucauld. the extraordinary Gallic mystic. Father Moretti would state that the script of His Holiness involves two tendencies: the careful observation and the contradiction. As a graphological regulation we know that the smaller the size. the more item you put in focal point and hence the greater the mental attempt needed to unite them into a gestalt. The inside informations are so of import to a 6 personality. as for any topic with this sort of script: Figure prevails over the background. which makes losing the overall position. Joseph Ratzinger – as a good 6 with flying 5 – is non a lover of a strong progress since an efficient monitoring and intellectualisation of his emotions are his enneatype amalgam. His little script – the willingness to accommodate. to subordinate their developed 6 – joins the large emerging. the opposition to any alteration possible: his superego. Very different from John Paul II ( enneatype 1. splanchnic ) . Ratzinger is rational. a thought adult male. an erudite who was taken from his favourite desk to a topographic point he neer wanted to be: the throne of Peter. This is called Coherence and Relationship in Morettiana School. Consistency and relationship of a enneatypes 6 incorporate leting the self-importance to move wittingly. His authorship is perpendicular. prioritising the cerebral over the emotional country. This confirms its enneatype ( or is it frailty versa? ) belonging to the intellectual three. rational. â€Å"centerverted† . Is he communicative†¦ ? Very small. The motion is slowed. Stopped. Weak. The narrowness between words. the arcades †¦ speak of this deficiency. The enneatypes 6 have a low profile. really merely that – nevertheless – do non lose their differentiation. Fear is an built-in portion of the construction around 6. Ratzinger is non immune to this irresistible impulse. Two universes – internal and external – live in him. But like any healthy person is brave in supporting their beliefs and ideas: this leads him to lose the fright and travel frontward. Something really hard in the manner of the six’s integrating. The Holy Father is moving from duty. A Six eneatype affirms: â€Å"Semper facere rectum† ( â€Å"Always do the right things† ) . BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente He is brooding. thanks to his five wing. and like the 6 of his native Germany. Ratzinger speaks through his organic structure: steady and direct regard. with little zigzags derived from his frights and with a distinguishable air of lasting concern. On February 28 at 20 autopsy. Rome clip. the See of Peter will be vacant. Benedict withdraws from public life to a shutting convent. The Pope is isolated †¦ but non far. but in his interior universe. familiar and known. which gives security and support. basic desires of all 6 eneatypes. Not to gamble. non to eventuality. He goes to Castelgandolfo and so to a sector of the Vatican: something normal in all 6w5. Ratzinger is perfectly positive that can non go on his ministry. And he besides knows that there is no solution for it. Merely 6 in full visible radiation. with a high degree of development can take a determination as brave and expose it to the universe with the repose and peace that gives his point of integrating that is 9. A six destabilized goes into terror. A 6 developed work accordingly with strong belief and repose. He overcame frights. He expanded his freedom. He learned that offending some regulation is good and healthy. This degree of development that shows the Holy Father reminds me the Frankl’s expression of freedom. Magdalena Bleyle holds that there are four grades of freedom: the physical ( deterministic. natural. the nature itself ) as the migration of the sups ; the psychological freedom. the free will ; the rational freedom. harmonizing to a moral and ethical rule and eventually. ontological freedom developed by Viktor Frankl. What is Ontological Freedom? It is the measure that makes a six enneatypes ( and by extension all people. independently of each eneatype ) to get the better of the physical. psychological. societal or rational conditionings. going this manner. in an â€Å"unconditioned person† ( Frankl ) . If Ratzinger had followed in his ministry and as a consequence of his physical. psychological. societal or rational conditionings. his pastoral administration had declined. cipher would knock. would object to his actions. Alternatively. everyone would warrant and even would understand since all this escapes the will of the individual ; it is a logical and perfectly normal. But His Holiness takes a measure frontward. Makes usage of that ontological freedom that Frankl speaks. He uses the ontological force of freedom. the force of spiritualty: overcomes his frights. â€Å"what people say† . societal and rational conditionings and he renounces. He becomes a free and responsible human being maestro of his ain fate: â€Å"For this ground. and good cognizant of the earnestness of this act. with full freedom I declare that I renounce the ministry of Bishop of Rome. Successor of Saint Peter. entrusted to me by the Cardinals on 19 April 2005† When a 6 accepts his ain fright. is bespeaking a high grade of wellness and development. His deep consciousness grows and evolves. No affair if you are 30 or 85 old ages. Frankl called this â€Å"Psychonoetic antagonism† . the resistance module of the spirit to get the better of the fortunes imposed by any type of conditioning. Joseph Ratzinger knew oasis to get the better of the projection which obscures the shrewdness of the six’s. BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente His perceptual experience is right and although projections are perceptual experiences. they more reflect the subjective head than world itself. The Holy Father provides for the jobs his deficiency of energy ( 8 ) could convey to the Church and the universe. because as all 6 specializes in observing what may travel incorrect. in seeing the glass half empty: â€Å"Dear Brothers. I have convoked you to this Consistory. non merely for the three canonizations. but besides to pass on to you a determination of great importance for the life of the Church† . His script shows his decreased verve which greatly limits his activity and emotional development: â€Å"†¦Both strength of head and organic structure are necessary. strength which in the last few months. has deteriorated in me to the extent that I have had to recognize my incapacity to adequately carry through the ministry entrusted to me† For that ground. his stepping down – in an act of unusual bravery. of enormous bravery and bravery – has an infinite virtue.Happy the Pope that does non turn from his developed consciousness! Happy all of us that we can observe his illustration! Julio Cavalli[ electronic mail protected ]/*World Wide Web. juliocavalli. com. Ar Muestras de Escrituras BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente Escritura de 1977 BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente Escritura de 1977 BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente Poema de 1952 BENEDICTO SixteenA VIKTOR FRANKL’S THEORY APPROACH FROM GRAPHOLOGY AND THE ENNEAGRAM [ electronic mail protected ]/*http//www. juliocavalli. com. ArSe permite su uso citando La fuente

To Kill A Mockingbird Chapter Questions free essay sample

Atticus Finch is a wise, single father. He is a qualified, intelligent and distinguished lawyer practising in the south of Alabama in a rural town named Maycomb. Atticus has a high moral integrity and is bred from an upper-class background. He has a brother named Jack Finch and a sister named Alexandra. Atticus has two children named Jean-Louise Finch and Jem Finch. Jem is a quiet, studious boy who loves reading and football. Scout (Jean) is a tomboyish, confident girl who loves rolling in mud in her overalls and reading any book she can get her hands on. Maycomb is a close knit, old and rural town where everyone knows everyone. Its temperatures are always high and oak trees border its many long red dirt roads. 2) What game did the children play most of the summer? What was Atticus attitude when he suspected what they were playing? How is this incident suggestive of the issues that are raised in the novel as a whole? a) The children (Jem, Scout and Dill) played a game called Boo Radley. We will write a custom essay sample on To Kill A Mockingbird Chapter Questions or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page When Atticus discovered what the children were playing he voiced his disapproval of the game and told them that it was unnecessary and harsh to tease, mock or disturb Mr Arthur (Boo) and that they must cease to do so. The incident is suggestive of the issues written throughout the book on the lack of knowledge and experience with any kind of disorder and not knowing how to treat someone with a mental illness or social difference. 3) What purpose do you think the author has in telling about the childrens escapades? a) I think the purpose is to help show the childrens innocence and naivety to the world, it helps us really understand just how young they are but also surprisingly, just how much they manage to learn and understand as they grow and are faced with issues which force maturity and awareness. After the fire at Ms Maudie’s, things begin to happen that have a great influence on the lives of Scout and Jem. How is the novelist able to hint at the trouble to come? a) The fire at Ms Maudie’s house the day before the trial shows us how the town will help its own as the neighbourhood gave a hand in trying to salvage Ms Maudie’s property, I also think the fire marks the end of innocence for Jem and Scout, the book after this point is dominated by the trial of Tom Robinson which brings stark awareness and harsh times for the Finch children. What do you think made Atticus decide to defend Tom Robinson? What reasons does he give Scout for wanting to defend Tom? a) I think Atticus decided to defend Tom because he acknowledged the injustice towards Tom and wants to fight it, he felt he needed to face down Maycomb’s racism and support what he knows is right. He told Scout that he won’t win the case but has to take it in order to keep his integrity, that he couldn’t hold his head up if he didn’t fight for what he knew was right. 6) How did the children gradually become proud of their father and his quiet achievements? In chapter 11 a â€Å"mad dog† wanders though Maycomb. The finch children see the dog and after Atticus is notified, he arrives to submit a perfect headshot to the animal. The children then begin to learn that there is a great deal that they don’t know about their father and that he isn’t a boring old man after all. They gain a new respect for him but Scout is young and wants to brag whereas Jem, who is now maturing quickly understands that if this was something he wanted them to know about, he would have told them. Why does Jem have to read to Mrs Dubose? Do you think Atticus was right to make Jem do this? What do the children discover about Mrs Dubose? a) Jem is told by Atticus that he must read to Mrs Dubose daily for a month. This as punishment for destroying her Camellias, Jem did this in response to her slighting and condemning Atticus for defending Tom Robinson. I think that Atticus was right to make Jem do this. It was an important lesson in teaching Jem and Scout about courage and human dignity and it taught them to control their emotions. The children later discover after Mrs Dubose passes away that she was battling a morphine addiction and that the reading was helping her to overcome the habit before she died. They learn that though Mrs Dubose was prejudiced she was also courageous in fighting against the addiction even though she knew it was probably a lost cause, and they realise that courage isn’t strength or skill with a gun, its standing up for what’s right, no matter what. 8) Describe the relationship between Jem, Scout and Calpurina. Why did Aunt Alexandra object to Jem going to Calpurina’s church? Jem and Scout both see Calpurina as a strict but loving mother, she is the housemaid and cook but also essentially raised the Finch children. Aunt Alexandra objected to Jem attending Calpurina’s church because she felt it was inappropriate for him to be going to a lower class black church with the ‘hired help’, and that social class and gender roles are of the upmost importance. 9) What is the town’s reaction to Atticus’s defence of Tom Robinson at the trial? How does Atticus’s family suffer? Where does Atticus go on the Sunday evening before the trial? Why does he try to send the children home? a) The majority of Maycomb is shocked, Atticus’s determination to take and win the trial is powerful and most have never seen such a strong display of morality before, most of Maycomb would have nonchalantly stood by as Tom was accused guilty with barely any court defence. Jem and Scout both suffer at home and outside of the home as many people feel the need to express their prejudiced views to the children, this along with many other things is what led to the rapid maturity of mainly Jem, but Scout also. On the Sunday evening Atticus travels to the jail to stand guard and protect Tom Robinson as he was notified of possible â€Å"trouble and disturbance at the Jail’. When Jem and Dill run into the crowd, led by Scout, they are suddenly aware that they have walked into a bad situation. Though Jem realises the situation is precarious, he made a decision to stay and help Atticus protect Tom even after his father’s thorough protests. Dill and Scout on the other hand, are still too young to completely understand what is going on. They stand and fight with Jem though, knowing what he is doing will be what is right. Atticus continues to plea, order, threaten and at times, almost beg in a desperate attempt for the children to go home. He realises what a dangerous situation this is and could become if the mob turns violent so wants to protect them from this. 10) Why did the ‘Lynch Mob’ go home? What main point do you think the novelist hoped to make by introducing this episode into the story? a) The Lynch mob left the jail on Mr Cunningham’s command. Scout, who misunderstanding what’s going on, reminded him of his own human dignity. By asking question about his son Walter, Scout luckily struck a cord with Mr Cunningham and embarrassed him into leaving and dispersing the crowd. I think it points out how the prejudice escalated when the trial drew closer until it threatened violence. It also showed how there are people that can learn to overcome their prejudice and see past the racism. 11) What is the atmosphere in Maycomb on the day of the trial? a) The atmosphere that surrounds Maycomb on the trial day is one of apprehension, tension and excitement. Never before has a lawyer defended a black man so honestly, especially not in the small southern town of Maycomb. Everyone is shocked by Atticus’s courage in defending Tom, they all want to witness this rare case so the town fills the courtroom to its limit as each person hopes to catch a glimpse of this momentous event. 12) What is your impression of the persecution witnesses and their evidence? My impression is that the evidence is very circumstantial. There was no one else there to witness the ‘crime’ and only the statements of the people in question, which is suspicious and leads to reasonable doubt. Unfortunately this would never be taken to affect their case, as it is a white man’s word against a black’s so obviously the Ewell’s over ruled Tom’s statement. A black man would never be believed over a white man. 13) How did Scout and Jem feel after the trial? How did Atticus feel? What do you think of the verdict? Scout and especially Jem were totally astounded. To them the evidence was black and white, and the verdict should have been the same. They believed that with such solid evidence, Tom would be exonerated. This of course is true, the evidence should have been more than enough to save Tom, but the children learn once again that as Atticus said, â€Å"The one place where a man ought to get a square deal is in a courtroom, be he any colour of the rainbow, but people have a way of carrying their resentments right into a jury box. No matter how compounding the evidence, Tom would have been wrongly accused, Atticus also mentions, â€Å"In our courts, when it’s a white mans word against a black man’s, the white man always wins. They’re ugly, but those are the facts of life. † Which was utterly true. The injustice changes Jem and Scout and their childish innocent belief that they would win the case serves as a condemnation of the racist adult society of Maycomb. 14) After the trial Jem said, â€Å"There’s four kinds of folk in the world†, but Scout said, â€Å"There’s just one kind of folks†. Do you agree with Jem or Scout? Why? a) I agree with both, there is in reality just one kind of ‘folk’. We are all human and totally equal, but in the same sense there are also four or more kinds of people. Although we all like to think all of man is treated equally, we are not. As much as we don’t like to acknowledge it, we are all governed by social and economic class and in some parts of the world, we are still ruled by race and gender prejudice. Class separates us all to this day, in school, work, home and everywhere else. ‘The poplars’ govern schools socially. Managers govern work, towns/cities and even countries are controlled by people who have had opportunities throughout their lives that others haven’t. This is not something that I imagine will change for many generations, if ever. It’s the way the world works; survival of the fittest has controlled our lives since the beginning of man and probably will continue to do so for a very long time. 15) What did Jem suggest as the real reason why Boo Radley stayed shut up all the time? What do you think of his suggestion? Jem suggested that Boo stayed ‘shut up’ inside his house because he wants to. This makes sense. The pressure of everyday life causes many people to want hibernate, shy away from society and refuse to face up to everyday responsibilities. Life is daunting and corrupt in many ways, and to Boo whom experiences social ‘disadvantages’ or disabilities, this would make it even harder. I can understand why he would stay inside, people didn’t understand why he was different in those times so Boo would not receive any extra help or guidance and would be harshly ladled and tormented. What impression did you get of Maycomb’s ladies from the tea party? What is their attitude to the Murnas? And to Maycomb’s Negroes? Do you agree with Mrs Merriweather who says at least they are not hypocrites? a) The impression of Maycomb’s ladies is that they are Their attitude towards the Murnas is†¦. Mrs Merriweather is totally wrong, they are the definition of hypocrisy. She talks of â€Å"helping† the people of Africa, when in fact; she would never treat them as equals. This is easily indicated by her condescending attitude toward the black population of Maycomb. What do we learn about Bob Ewell’s behaviour in the months after the trial? What does this indicate? a) Bob became increasingly violent and offensive towards the Finch’s as he was consumed by hate. This shows that he was proud, superficial man, unable to forget the fact that Atticus made him out to be the fool in the trial. He is holding a grudge towards Atticus for affecting his reputation and dignity. Bob is the type of man that will get angry, and then get even. This frightens the Finch children to no end and with good reason! Why did Heck Tate insist Bob Ewell fell on his own knife? Do you think he was right? a) Sherriff Tate insisted this because he did not want to involve Boo in the death. He decided that Boo was saving other peoples lives and doesn’t need more attention. I think he was right to do that, Boo is an innocent who is unable to deal with the sadness and messiness of the outside world so involving him would have been cruel as Scout says, â€Å"Bringing attention to Boo would be like shooting a Mockingbird. You never really know a man until you stand in his shoes and walk around in them. † What had Scout learned about Boo Radley by the time she returned home that night? a) Scout learnt to understand Atticus’s lesson about walking in another man’s shoes, after walking Boo home she sees her and Jem’s life as Boo must have seen it. She stood in Boo’s skin and felt his dignity, seeing things from his point of view made her realise what Atticus had meant. 20) â€Å"I don’t know, but they did it. They’ve done it before and they did it tonight and they’ll do it again and when they do it – it seems only the children weep. Goodnight. † What does Atticus mean by this? What does the statement say about society? a) Atticus is saying how weeping innocent children are a condemnation of the wicked, weak and uncaring adults. The statement talks about the injustice that doesn’t seem to affect the adults, only the children, because they are young, caring and unprejudiced. It shows how society is made up of adults that sadly seem to lack goodness, courage and basic human dignity.

State Facts in Spanish Using the Indicative Mood

State Facts in Spanish Using the Indicative Mood In addition to traditional verb tenses, such as present and past tense, there are three moods that are also used in Spanish. These verb tenses reflect the way a sentence is constructed. The most common mood in Spanish is the indicative mood, which is used in ordinary, typical speech when making statements. In Spanish and English, the three moods are indicative, subjunctive, and imperative.  The mood of a verb is a property that relates to how the person using the verb feels about its factuality or likelihood. The distinction is made much more often in Spanish than it is in English. In Spanish, the indicative is referred to as the ​el indicativo. More About the Indicative Mood The indicative mood is used to talk about  actions, events, or true statements. It is typically used for making factual statements or describing obvious qualities of a person or situation.   In a sentence such as I  see  the dog, which translates to veo  el perro, the verb veo is in the indicative mood. Other examples of the indicative mood include  Irà ©Ã‚  a casa, which means, I  will go  home, or compramos  dos manzanas, which translates to we  bought  two apples. These are both statements of fact. The verbs in the sentences are conjugated, or changed into forms that reflect the indicative mood. Difference Between Subjunctive and Indicative Mood The indicative mood contrasts with the subjunctive mood, which is often used in making subjective or contrary-to-fact statements. The subjunctive mood is used to talk about  desires, doubts, wishes, conjectures, and possibilities, and there are many instances of its use in Spanish. For example, If I  were  young, I would be a soccer player, translates to,  Si  fuera  joven, serà ­a  futbolista.  The verb fuera uses the subjunctive form of the verb,  ser, to be. The subjunctive mood is rarely used in English. For a rare example of the subjunctive mood in English, the phrase if I  were a rich man refers to a contrary-to-fact condition. Note, the verb were does not agree with the subject or object, but here, it is used correctly in the sentence - since in this case, it is being used in the subjunctive mood. The  Spanish language seems to have no problem using the  verb in the subjunctive mood when the corresponding English sentence (in almost all cases) will use the indicative mood.   Use of the Imperative Mood In English, the indicative mood is used nearly all the time, except when giving  direct commands. Then, the imperative  mood  comes into play.   In Spanish, the imperative mood is used mostly in informal speech and  is one of the more unusual verb forms in Spanish.  Since direct commands sometimes can sound rude or impolite, the imperative form may be avoided in favor of other verb constructions. An example of the imperative mood would be eat, as in a mother directing her child to eat. In English, the word can stand alone as a sentence when used in this way. The verb comer means, to eat in Spanish. This sentence would be stated simply as  come or  come  tà º.

The Roman Republic and Its Government

The Roman Republic and Its Government The Roman Republic began in  509 B.C. when the Romans expelled the Etruscan kings and set up their own government. Having witnessed the problems of the monarchy on their own land, and aristocracy and democracy among the Greeks, they opted for a mixed form of government, with three branches. This innovation became known as a republican system. The strength of the republic is the system of checks and balances, which aims to find a consensus between the desires of the various branches of government. The Roman Constitution outlined these checks and balances, but in an informal way. Most of the constitution was unwritten and laws were upheld by precedent. The Republic lasted 450 years until the territorial gains of the Roman civilization stretched its governance to the limit. A series of strong rulers called Emperors emerged with Julius Caesar in 44 B.C., and their reorganization of the Roman form of government ushered in the Imperial period. Branches of Roman Republican Government Consuls: Two consuls with supreme civil and military authority held the highest office in Republican Rome. Their power, which was shared equally and which lasted only one year, was reminiscent of the monarchial power of the king. Each consul could veto the other, they led the army, served as judges, and had religious duties. At first, the consuls were patricians, from famous families. Later laws encouraged plebeians to campaign for the consulship; eventually one of the consuls had to be a plebeian. After a term as consul, a Roman man joined the Senate for life. After 10 years, he could campaign for consulship again. The Senate: While the consuls had executive authority, it was expected that they would follow the advice of Rome’s elders. The Senate (senatus council of elders) predated the Republic, having been founded in the Eighth Century B.C. It was an advisory branch, initially composed of about 300 patricians who served for life. The ranks of the Senate were drawn from ex-consuls and other officers, who also had to be landowners. Plebeians were eventually admitted to the Senate as well. The primary focus of the Senate was Rome’s foreign policy, but they had great jurisdiction in civil affairs as well, as the Senate controlled the treasury. The Assemblies: The most democratic branch of the Roman Republican form of government were the assemblies. These large bodies - there were four of them - made some voting power available to many Roman citizens (but not all, as those who lived in the outreaches of the provinces still lacked meaningful representation). The Assembly of Centuries (comitia centuriata), was composed of all members of the army, and it elected consuls annually. The Assembly of Tribes (comitia tributa), which contained all citizens, approved or rejected laws and decided issues of war and peace.The Comitia Curiata was composed of 30 local groups, and was elected by the Centuriata, and served mostly a symbolic purpose for Rome’s founding families. The Concilium Plebis represented the plebeians.

Review Questions Week 9 Essay Example | Topics and Well Written Essays - 500 words

Review Questions Week 9 - Essay Example Leaders, such as Martin Luther King incorporated their command of oration and language through stylistic devices such as rhetoric and analogy to reach out to the masses. A charismatic leader has a vision that they work towards and are well equipped in communication techniques with which to share said vision with their followers. They have confidence, a strong conviction in their beliefs, and draw trust from their followers. They actively participate in their movements and are not afraid to take on risks. They strive towards creating formidable bonds with their followers and empower them towards bettering themselves. They use their strengths and admirable elements to sell their ideas to their audiences. Most notably, they are not ashamed or guilty of their beliefs and their ventures. Overtime, leaders have had characteristics that made their style of leadership charismatic. Martin Luther King can best be described as Trustworthy. Mahatma Gandhi through his wisdom brought about empowerment to his followers. Adolf Hitler, in an almost similar way, used his excellent communication skills to sell his beliefs. Nelson Mandela’s vision led to the developed establishment that South Africa is. David Koresh, in spite of his destructive doings, experienced no form of remorse or guilt whatsoever. J.F. Kennedy and Richard Branson are good illustrations of risk orientation and self promotion respectively. The theory of charisma can bear both negativity and positivity and hence its reference as a â€Å"double edged sword.† Leaders that bear positivity are those that empower others and are referred to as socialized charismatic leaders. Their counterparts are self centered and referred to as personalized charismatic leaders. The charismatic leadership theory falls short in its argument that charismatic leaders are identified from situations of crisis as opposed to the outstanding nature of

Promoting Positive Health Behaviors Essay Example | Topics and Well Written Essays - 750 words

Promoting Positive Health Behaviors - Essay Example tion is to manage an existing disease, reducing the negative outcomes, preventing complications and restoring patients’ daily functions (Seballos, 2010). Early cancer detection has proved to be very effective not only in saving lives but also in reducing health care costs and reducing the suffering of the patients. Periodic screening for cancer of the breast and cervix has been proved through evidence that it reduces the burden of disease in women (Backer et al 2005). Prevention programs and screening programs for cancer are an effective way of spreading awareness among the general public about the cancer and encouraging them to follow regualar screenings to prevent the cancer or detect it at earliest stages. The article â€Å"Impoving Preventive Health Care delivery through practice change: an every woman matters study†, reflects on the breast as well as cervical cancer prevention screening programs in Nebraska, Every Woman Matters. The program is a state run fedreally funded program which focuses on providing preventive screening measures for breast and cervical cancers and facilities to the low-income women. The program provides clinical examination, mammography, Papanicolaou smear test to the low-income group women at a very reduced or no cost. However, even in the presence of the program the levels of breast and cervical screening in Nebraska are suboptimal and fall short of the expected rates. According to the study, hundred clinics were included in the research to observe the clinical practices, practice environmnet, activities related to Papanicolau smear and mammogram screening and the encounters with adult female patients. Interviews with physicians, important staff memb ers were also taken the data of the last 100 female patients seen by the clinic were also analysed. It was observed that the staff and the physician kept three goals to be followed which included, developing a reminder system to have notifications regarding the patients who needed

The impact of the Vietnam War on American culture Essay Example for Free

The impact of the Vietnam War on American culture Essay Consider the impact of the Vietnam War on American culture. In the decades prior to the 1980s, two issues beset American culture: civil rights and the Vietnam War. Both were televised directly into living rooms on all three channels. On college campuses throughout the world, but especially on American campuses, antiwar protests were routine. Hippies often were thought to conduct themselves on the premises of antiwar, free sex, and lots of drugs. The music that emerged from this era is still famously current and listened to today. It was an era of convertibles, gas guzzlers, freedom, and endless summers. Then that generation grew into adults––your parents and grandparents. Writing with sensitivity to the nuances of the era, what happened to the dream? Whether you elect to compose on one of the suggestions outlined here, on some modification of a question, or on some independently arrived at idea (in concert with your professor), you will need to plan for the following milestones. Milestones Back to Top Please refer to the Guidelines above for specific details. Annotations (150 points) A good annotated bibliography provides the publication details, describes the key points of the source, uncovers controversies introduced by the source, and evaluates the merits of the source. Each of your three (minimal) to five (maximal) annotations should be approximately 200–250 words. This is due Week 4. Outline and Proposal (100 points) Following the annotations, you will be ready to plan your paper. An outline (one and one half pages) and a proposal (two to three pages) of your intended project are due. Quality proposals and outlines will not merely describe or find information but will have a strong and original point of view. The highest points are conferred for originality, the locating and detailing of controversies, and for nuanced papers that sensitively explore topics with deft subtlety. This is due Week 2. Discussions (350 points) Each week, discussions will focus on text readings and explore the nuts and bolts of some of the major historical events, artwork, literature, political thinking, and culture of specific historical periods. Your discussions  require that you NOT ever merely cut and paste someone elses ideas with an attribute––such discussions have absolutely no value and will not be recognized. If you wish to include external source information substantively, you may do so. The rule is for each line you quote or paraphrase, you must give two lines of your own analysis. You must state why this inclusion is relevant, what we are supposed to think as a result of reading it, what controversy it raises, and why you think its important that we know about the source information. Additionally, when you quote something, you must offset it with quotation marks so that it is clear to your reader when you are quoting and when you are analyzing originally. The same holds true of paraphrasing––please offset the paraphrase in such a way that is clear that it is a derived idea, and then offer your analysis. Whether you quote or paraphrase, you must provide both a parenthetical in-text citation, as well as the full reference at the bottom. In other words, the only way to be original when you are reporting information is to think about it, form an opinion about it, evaluate it, critique it, and then write it clearly. You are expected to craft six high-quality posts on three separate days each week. This is due Weeks 1–7. Final Paper (200 points) See details under the Guidelines above. This is due Week 7. Final Exam (200 points) To write a successful exam, you must keep up with the readings and demonstrate knowledge acquisition and critical thinking in the discussions. The exam consists of multiple choice and essay questions. The essays must be original, thoughtful, and where outside sources are used, impeccably cited (both in text AND in a final full reference). Essays should be no more than 30% cited material; they should be at least 70% original thinking. This is due in Week 8.

McKays America Essay -- essays research papers

McKay's America 1)†America† is written in a Public voice. McKay writes this poem as though it is meant to be heard by all. However, there are some parts in â€Å"America† where it takes a more personal approach. For example, when McKay states â€Å"Stealing my breath of life, I will confess I love this cultured hell that tests my youth.† and also when he mentions how he gazes into the days ahead. I find in those sections of the poem McKay takes a more personal approach because of the specifics mentioned solely about her. The public approaches McKay makes in â€Å"America† are the parts where she is vaguer and the poem can relate to anyone. Specifically, the ending that focuses on the touch of time and priceless treasures can be construed by anyone to mean what they want. 2) McKay does not mention his heritage in â€Å"America† or his background because it is unnecessary. Anyone who has experienced America can relate to McKay’s poem. He seems as though he may have a better interpretation, because he has experienced other cultures. 3) In the poem â€Å"America† written in the traditional form it has a huge impact. The traditional form focuses on the nations popular heroes. This is America. Had this poem been written in a different format it is possible it wouldn’t have as deep of an impact. P.1051 1-3 1) â€Å"The Shrine Whose Shape I Am† tells the reader that the author is possibly a white Christian. The poem conveys that the author is Jewish and possibly white because it mentions many biblical ter...

A Study in Factors Affecting Customer Satisfaction

CHAPTER 1 INTRODUCTION 1. 1 INTRODUCTION TO THE STUDY Customer satisfaction is defined as the measurement of how a company’s products or services meet or surpass its customer’s expectations. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs. Customer satisfaction plays an important role in determining the likelihood of an organization’s success and profitability over the long term. It is an important way of business to develop customer loyalty that in turn builds repeat business through customer retention.Generally speaking, there are three different levels of customer satisfaction: Dissatisfied customers who are seeking for another supplier; satisfied customers who will buy from the company in the future and loyal customers who will remain so despite competitive offers. Unless a business organization develops a base of satisfied customers, it will be difficult if not impossible to remain v iable in the market place. Moreover, any business not focused on satisfying its customers will be at the mercy of competitors who will eventually satisfy that persons needs and desires.Taking prompt action to resolve a customer’s problems can make the 85% of them repeat customers. It costs on the average six times as much to find a new customer as it does to keep an existing one happy. This underscores the importance of customer satisfaction. â€Å"In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying.The study Factors Influencing Customer Satisfaction Of Mahindra’s Passenger Vehicles At TVS & Sons, Maradu, Ernakulam helps to find out the satisfaction level of customers towards the company ’s product and services of the Mahindra through TVS & Sons, cochin. It tries to suggest the management of TVS & Sons, Cochin, the ways through which the customers can be satisfied and the way at which the Mahindra can satisfy their customers by making very small changes in their products. 1. 2 INDUSTRY PROFILEINDUSTRY PROFILE; AUTOMOBILE INDUSTRY The  history of the  automobile  begins as early as 1769, with the creation of  steam engined  automobiles capable of human transport. In 1806, the first cars powered by an  internal combustion engine  running on  fuel gas  appeared, which led to the introduction in 1885 of the ubiquitous modern gasoline- or petrol-fueled internal combustion engine. Cars powered by  electric power  briefly appeared at the turn of the 20th century, but largely disappeared from use until the turn of the 21st century.The early history of the automobile can be divided into a number of eras, based on the prevalent means of propulsion . Later periods were defined by trends in exterior styling, and size and utility preferences. In the beginning automobile industry was dominated by steam powered engines. The vehicles were expensive and difficult to maintain. The incidences of frequent boiler explosions and other safety problems has made the prospective buyers from the passenger cars. Commercial history of the automobile started with the invention of gasoline powered internal combustion engines.The German inventor Karl Benz invented the first gasoline powered internal combustion vehicle in 1885 at Mannheim, Germany. Commercial production of the Benz started in 1885. Panhard ET Levassor of France was the first company exclusively builds and sells automobiles from 1889. The early 1900’s saw so many automobile companies came into existence in a number of European countries and United States. The first automobile produced in US was the curved dash’s old mobile. It had a three horse power machine and sold 5 ,000 by 1904.In 1960’s a big invention in the automobile industry has happened. The 1960’s saw rapid rapid developments in the automobile manufacturing technology. A milestone in the history of automobile was achieved by the invention of efficient fuel injection process and independent suspensions and turbo chargers. Pontiac Tran s AM was the best selling car from 1969 to 1980. Computer Aided Design (CAD) was introduced for design of vehicles from 1980’s. Ford Taurus was the first vehicle to be built using CAD.The automobile business is evolving rapidly on a worldwide basis. Car and parts manufacturers are emerging, component design and manufacture are now frequently outsourced instead of being created in-house, brands are changing and the giant automobile companies are expanding deeper into providing financial service to the car buyers. Meanwhile, all of the biggest, most successful automobile industry firms have become global in nature. Globalization is in evi dence throughout in the automobile industry.The evolution of the automotive industry has been influenced by various innovations in fuels, vehicle components, societal infrastructure, and manufacturing practices, as well as changes in markets, suppliers and business structures. Some historians cite examples as early as the year 1600 of sail-mounted carriages as the first vehicles to be propelled by something other than animals or humans. However, it is believed by most historians that the key starting point for the automobile was the development of the engine.The engine was developed as a result of discovering new energy carrying mediums, such as steam in the 1700s, and new fuels, such as gas and gasoline in the 1800s. Shortly after the invention of the 4-stroke internal combustion gasoline-fueled engine in 1876, the development of the first motor vehicles and establishment of first automotive firms in Europe and America occurred. During the 1890s and early 1900s, developments of oth er technologies, such as the steering wheel and floor-mounted accelerator, sped up the development of the automotive industry by making vehicles easier to use.Almost simultaneously, in America, the societal infrastructure that would provide fertile ground for the proliferation of automobiles was being set. Driver’s licenses were issued, service stations were opened, and car sales with time payments were instituted. Famous vehicle models such as Ford’s Model T were developed during these times and, by 1906, car designs began abandoning the carriage look and taking on a more â€Å"motorage† appearance. During the 1910s, the development of technologies and societal infrastructure continued in addition to new manufacturing practices and business strategies.Traffic lights started appearing in the U. S. and thousands of road signs were posted by B. F. Goodrich on over 100,000 miles of U. S. roads. Henry Ford’s famous assembly line was launched in 1913, which al lowed vehicles to be mass produced and thus achieved economies of scale. Ford also introduced the concept of using interchangeable and standard parts to further enable the mass production process. Automakers also started to merge with other companies (e. g. , GM acquired Chevrolet) and to expand to other markets (e. g. GM of Canada). In the 1920s, the development of infrastructure, adoption of new manufacturing practices, and the merging of companies continued (e. g. , Benz and Daimler, Chrysler and Dodge, Ford and Lincoln). In the U. S. , the Bureau of Public Roads and the enactment of the Kahn-Wadsworth Bill helped facilitate road-building projects and develop a national road system. In manufacturing, mass production methods became better established, which led to the availability of a wide range of satisfactory cars to the public.While Ford had focused on a single model, GM adopted a new production strategy for providing greater product variety, which helped the company increase their market share by 20% and reduce Ford’s by 24%. In the 1930s, several new vehicle brands were developed (e. g. , Ford Mercury, Lincoln Continental, Volkswagen) and trends in vehicle consumer preferences were established that differentiated the American and European market. In the U. S. market, consumers preferred luxurious and powerful cars, whereas in Europe consumers preferred smaller and low-priced cars.Also during this time, GM’s product variety strategy continued to give them a competitive advantage over Ford, allowing GM to continue increasing their market share while Ford kept losing theirs. In the 1940s, during World War II (WWII), automotive factories were used to make military vehicles and weapons, thus halting civilian vehicle production. After WWII, the economies of most European and some Asian-pacific countries, such as Japan, were decimated; this required the development of new production and business strategies such as those of Toyota, which began to develop what is now known as Just in Time (JIT) manufacturing.Most of the first models produced were similar to the pre-war designs since it took some time for the plants to revamp their operations to make new designs and models. In the 1950s and 1960s, more technological innovations, such as fiberglass bodies and higher compression ratio fuels, allowed vehicle developers to appease the growing consumer interest for vehicle comfort, look, and feel. Car designs were highly influenced by emerging safety and environmental regulations. Vehicle speed limits and front seat belts became standard, in addition to other features such as heating and ventilation equipment.The 1970s were marked by stricter environmental regulations and the oil embargo of the early 70s, which led to the development of low emission vehicle technologies, such as catalytic converters, and a 55-mph nationwide speed limit in the U. S. Foreign cars like the Japanese Honda Civic started appearing in the U. S. market. T he Civic was marketed as a fuel efficient and low-emissions vehicle, which given the recent high oil prices and strict environmental regulations made it well-received. Despite the entrance of new competitors into the U.S. market, U. S. automakers underestimated the threat of foreign automakers to their market shares. In the 1980s, the U. S. automotive industry began losing market share to the higher quality, affordable, and fuel efficient cars from Japanese automakers. In response to this market share loss, U. S. automakers began focusing on improving quality by adopting different Japanese manufacturing management philosophies, such as JIT. Although their adoption of JIT and other philosophies helped improve the quality ofU. S. vehicles, it did not fully bridge the gap between the quality of U. S. and Japanese cars. This gap remained because U. S. automakers tried applying JIT techniques without a full understanding of the whole Japanese manufacturing system, while Japanese automake rs had decades to develop, refine and master their JIT approach. Another significant paradigm of the 1980s was the global nature of vehicle manufacturing. Automakers started assembling vehicles around the world.This trend was accelerated in the 1990s with the construction of overseas facilities and mergers between multinational automakers. This global expansion gave automakers a greater capacity to infiltrate new markets quickly and at lower costs. The increased product offerings in many markets led to consumers having a greater variety of vehicles from which to choose. To this new vehicle buffet was coupled the explosion of the internet, which made vehicle-related information readily accessible to consumers.Internet-informed and empowered consumers now wanted a vehicle that was â€Å"personalizable,† inexpensive, reliable, and quickly obtainable. Consumers desired vehicles that were less harmful to the environment, which led to the introduction of hybrid vehicles by Japanese automakers in the late 1990s. In the current decade, the recent trend of increasing sophistication and empowerment of the consumer has led automakers to identify new and more specialized markets within saturated markets with diverse customer bases, such as that of the U. S.Another trend is to infiltrate new emerging markets such as Southeast Asia and Latin America, which has further motivated the establishment of production facilities overseas and the establishment of global alliances and commercial strategic partnerships with foreign automakers. Of these new markets, China appears to be the most promising. An Overview of the Indian Automobile Industry Starting its journey from the day when the first car rolled on the streets of Mumbai in 1898, the Indian automobile industry has demonstrated a phenomenal growth to this day.Today, the Indian automobile industry presents a galaxy of varieties and models meeting all possible expectations and globally established industry standards. So me of the leading names echoing in the Indian automobile industry include Maruti Suzuki, Tata Motors, Mahindra and Mahindra, Hyundai Motors, Hero Honda and Hindustan Motors in addition to a number of others. During the early stages of its development, Indian automobile industry heavily depended on foreign technologies. However, over the years, the manufacturers in India have started using their own technology evolved in the native soil.The thriving market place in the country has attracted a number of automobile manufacturers including some of the reputed global leaders to set their foot in the soil looking forward to enhance their profile and prospects to new heights. Following a temporary setback on account of the global economic recession, the Indian automobile market has once again picked up a remarkable momentum witnessing a buoyant sale for the first time in its history in the month of September 2009. The automobile sector of India is the seventh largest in the world. In a yea r, the country manufactures about 2. million cars making up an identifiable chunk in the world’s annual production of about 73 million cars in a year. The country is the largest manufacturer of motorcycles and the fifth largest producer of commercial vehicles. Industry experts have visualized an unbelievably huge increase in these figures over the immediate future. The figures published by the Asia Economic Institute indicate that the Indian automobile sector is set to emerge as the global leader by 2012. In the year 2009, India rose to be the fourth largest exporter of automobiles following Japan, South Korea and Thailand.Experts state that in the year 2050, India will top the car volumes of all the nations of the world with about 611 million cars running on its roads. At present, about 75 percent of India’s automobile industry is made up by small cars, with the figure ranking the nation on top of any other country on the globe. Over the next two or three years, the c ountry is expecting the arrival of more than a dozen new brands making compact car models. Recently, the automotive giants of India including General Motors (GM), Volkswagen, Honda, and Hyundai, have declared significant expansion plans.On account of its huge market potential, a very low base of car ownership in the country estimated at about 25 per 1,000 people, and a rapidly surging economy, the nation is firmly set on its way to become an outsourcing platform for a number of global auto companies. Some of the upcoming cars in the India soil comprise Maruti A-Star (Suzuki), Maruti Splash (Suzuki), VW Up and VW Polo (Volkswagen), Bajaj small car (Bajai Auto), Jazz (Honda) and Cobalt, Aveo (GM) in addition to several others. History of the Automobile industry in IndiaThe economic liberalization that dawned in India in the year 1991 has succeeded in bringing about a sustained growth in the automotive production sector triggered by enhanced competitiveness and relaxed restrictions pre vailing in the Indian soil. A number of Indian automobile manufacturers including Tata Motors, Maruti Suzuki and Mahindra and Mahindra, have dramatically expanded both their domestic and international operations. The country’s active economic growth has paved a solid road to the further expansion of its domestic automobile market.This segment has in fact invited a huge amount of India-specific investment by a number of multinational automobile manufacturers. As a significant milestone in its progress, the monthly sales of passenger cars in India exceeded 100,000 units in February 2009. The beginnings of automotive industry in India can be traced during 1940s. After the nation became independent in the year 1947, the Indian Government and the private sector launched their efforts to establish an automotive component manufacturing industry to meet the needs of the automobile industry.The growth of this segment was however not so encouraging in the initial stage and through the 1950s and 1960s on account of nationalization combined with the license raj that was hampering the private sector in the country. However, the period that followed 1970s, witnessed a sizeable growth contributed by tractors, scooters and commercial vehicles. Even till those days, cars were something of a sort of a major luxury. Eventually, the country saw the entry of Japanese manufacturers establishing Maruti Udyog. During the period that followed, several foreign based companies started joint ventures with Indian companies.During 1980s, several Japanese manufacturers started joint-ventures for manufacturing motorcycles and light commercial-vehicles. During this time, that the Indian government selected Suzuki for a joint-venture to produce small cars. Following the economic liberalization in 1991 and the weakening of the license raj, several Indian and multi-national car companies launched their operations on the soil. After this, automotive component and automobile manufacturing g rowth remarkably speed-up to meet the demands of domestic and export needs. Experts have an opinion that during the early stages the olicies and the treatment by the Indian government were not favorable to the development of the automobile industry. However, the liberalization policy and various tax reliefs announced by the Indian government over the recent past have pronounced a significantly encouraging impact on this industry segment. Estimates reveal that owing to several boosting factors, Indian automobile industry has been growing at a pace of about 18% per year. Therefore, global automobile giants like Volvo, General Motors and Ford have started looking at India as a prospective hot destination to establish and expand their operations.Like many other nations India’s highly developed transportation system has played a very important role in the development of the country’s economy over the past to this day. One can say that the automobile industry in the country has occupied a solid space in the platform of Indian economy. Empowered by its present growth, today the automobile industry in the country can produce a diverse range of vehicles under three broad categories namely cars, two-wheelers and heavy vehicles. Exports of Automobile Industry Today, India is among the world’s largest producers of small cars.The New York Times has rated India as a very strong engineering base with an incomparable expertise in the arena of manufacturing a number of low-cost, fuel-efficient cars has encouraged the expansion plans of the manufacturing facilities of a number of automobile leaders like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki. On 22 February 2010, Hyundai motors exported its 10,00,000th car, the feat which was achieved by the firm in just over 10 years. Hyundai Motors is the largest passenger car exporter and the second largest car manufacturer in the country.In the similar lines, General Motors has announced its plans to expo rt not less than 50,000 cars made in India by the year 2011. In yet another proposal, Ford Motors is to setup a manufacturing facility costing about US$500 million in India with an annual capacity of 250,000 cars. The firm has stated that the facility will play a major part in its strategic plan to make India a hub for its global production business. In yet another significant move, Fiat motors has stated that it will source a big volume of auto components from India worth about US$1 billion.In the year 2009, India overtook China by emerging as the fourth largest exporter of cars in Asia . Various Segments of the Indian Automobile Industry Motor cycles manufacture makes up the major share in the two-wheeler segment of the Indian automobile industry. About 50% of the motorcycles are manufactured by Hero Honda. While Honda manufactures about 46% of the scooters, TVS produces 82% of the mopeds running on the Indian roads. About 40% of the three-wheelers manufactured in India are used f or transporting goods with Piaggio manufacturing 40% of the vehicles sold in the Indian market.On the other hand, Bajaj has emerged as the leader in manufacturing three-wheelers used for passenger transport. The firm produces about 68% percent of the three wheelers used for passenger transport in India. The Indian passenger vehicle segment is dominated by cars which make up about 80% of it. Maruti Suzuki manufactures about 52% of passenger cars while the firm enjoys a complete monopoly in the manufacture of multi-purpose vehicles. In the utility vehicles segment Mahindra makes up a 42% share. Tata Motors is the leader in the Indian commercial vehicles market while it holds more than 60% share.Tata Motors also enjoys the credit of being the world’s fifth largest manufacturer of medium and heavy commercial vehicles. Potential of Indian Automobile Industry There is a very stiff competition in the automobile industry segment in India. This has helped many to realize their dreams of driving the most luxurious cars. During the recent past, a number of overseas companies have started grabbing a big chunk of the market share in both domestic and export sales. Every new day dawns in India with some new launches by active players in the Indian automobile arena.By introducing some low cost cars, the industry had made it possible for common men to buy cars for their personal use. With some innovative strategies and by adopting some alternative remedial measures, the Indian automobile industry has successfully come unaffected out of the global financial crisis. While the automobile industry in India is the ninth largest in the world, the country emerged as the fourth largest automobiles exporter on the globe following Japan, South Korea and Thailand, in the year 2009.Over and above, a number of automobile manufacturers based in India have expanded their operations around the globe also giving way for a number of reputed MNCs to enthusiastically invest in the Indian automobile sector. Nissan Motors has revealed its prospective plans to export 250,000 vehicles produced in its India plant by the year 2011. General Motors has also come up with similar plans. During the current fiscal year, the Indian automobile industry rode high on the resurgence of consumer demand in the country as a result of the Government’s fiscal stimulus and attractively low interest rates.As a result the total turnover of the domestic automobile industry increased by about 27 per cent. A reply produced in the Lok Sabha recently has quoted data from the Society of Indian Automobile Manufacturers and has revealed that the total turnover of the Indian automobile Industry in April-February 2009-10 was 1,62,708. 77 crore. This is a remarkable achievement compared with the total revenue of Rs 1,28,384. 53 crore reported during the same period of last fiscal year. Specifically, the segment of commercial vehicles witnessed the biggest jump in revenues by 31 per cent by repo rting Rs 38,845. 9 crore. During the same period, the passenger vehicle segment in the country witnessed a growth of 27 per cent over the last fiscal year by reporting a total revenue of Rs 76,545. 96 crores. These figures imply a highly prospective road lying immediately ahead of the Indian automobile industry. Predictions made by Ernst and Young have estimated that the Indian passenger car market will have a growth rate of about 12 percent per annum over the next five years to reach the production of 3. 75 million units by the year 2014.The analysts have further stated that the industry’s turnover will touch $155 billion by 2016. This achievement will succeed in consolidating India’s position as the seventh largest automobiles manufacturer on the globe, eventually surging forth to become the third largest by the year 2030 behind China and the US. The Automotive Mission Plan launched by the Indian government has envisaged that the country will emerge as the seventh la rgest car maker on the globe thereby contributing more than 10 percent to the nation’s $1. 2-trillion economy.Further, industry experts believe that the nation will soon establish its stand as an automobile hub exporting about 2. 75 million units and selling about a million units to be operated on the domestic roads. 1. 3 COMPANY PROFILE TVS & SONS T V Sundram Iyengar & Sons Limited, established in 1911 is the parent company of the TVS Group and is a leading automobile distribution company in India. During the year 2010-11 the company attained a turnover of  6000 Crores and has direct employee strength of 6000. It operates through its three divisions namely – TVS, Sundaram Motors and Madras Auto Service.Being the trading and distribution arm of the group, the business activities of TVS & Sons include Dealerships for automobile vehicles, Distribution of spares for after –market, sales and service support for Garage Equipment, products for off-highway applicatio n like Construction & Material handling. The global business operation of the company includes establishing & managing Joint ventures/ Alliances for automobile distribution / dealership business, sourcing and supply chain related activities. Currently it has its presence in Sri Lanka and Bangladesh.TVS & Sons distributes Commercial vehicles, Multi Utility & Sports Utility vehicles, three wheelers, passenger cars representing leading automobile vehicle manufacturers such as Ashok Leyland, Mahindra & Mahindra, Mahindra Navistar, Daimler Chrysler, General Motors, Honda, Renault, Volkswagen and off highway equipment manufactured by Escorts, JLG, Ingersoll Rand, Pal Finger & Leyland Deere. The company has more than 150 outlets and sells around 60000 vehicles and services more than 600000 vehicles per annum.Being the leading automobile distribution company in India, we have nine retail fuel outlets in Tamil Nadu representing Bharat Petroleum Corporation Limited. The company is also the la rgest distributor of automobile spare parts in the country, handling more than 80 suppliers,8090 customers and 35000 part numbers and markets TVS Quality Branded Products. TVS & Sons Ltd. , a dominant dealer in South India until 90s, has now become a PAN India organisation in automobile after-market vertical over the years.All the outlets are constantly been upgraded in order to provide the right ambience to the customers; the company is also known for its contribution to the customers by reducing the down time of the vehicles and improve the profitability of customers using tools like Kaizen & LEAN. Joint Ventures: TVS Lanka (Private) Ltd TVS Lanka is a Joint Venture between TVS & Sons and United Motors Lanka Ltd of Sri Lanka. Based in Colombo, TVS Lanka is the authorized Distributor & Dealer for TVS range of Two Wheelers & three wheelers.In a very short span, considerably increased sales of TVS Two Wheelers and is the third highest seller of two wheelers in Sri Lanka. TVS Auto Ban gladesh Ltd (TVS ABL) TVS Auto Bangladesh Ltd is a joint venture between TVS & Sons and Rian Motors of Bangladesh. Within three years of operation Company has become the third highest seller of two wheeler in the country among the Indian makes. TVSABL derives its synergies in the form of local knowledge from Rian Motors and expertise of TVS & Sons in managing distribution business for more than five decade. Mahindra & MahindraTVS & Sons are authorized dealers for Mahindra & Mahindra's range of Utility Vehicles, Micro Commercial Vehicles and Cars in Kerala. To facilitate convenient access for the customers, it has set up service and spares outlets across Kerala. Mahindra made its entry into the passenger car segment with the Logan in April 2007 under the Mahindra Renault joint venture. M;M will make its maiden entry into the heavy trucks segment with Mahindra Navistar, the joint venture with International Truck, USA. Mahindra†s automotive division makes a wide range of vehicles including MUVs, LCVs and three wheelers.It offers over 20 models including new generation multi-utility vehicles like the Scorpio and the Bolero. At the 2008 Delhi Auto Show, Mahindra executives said the company is pursuing an aggressive product expansion program that would see the launch of several new platforms and vehicles over the next three years, including an entry-level SUV designed to seat five passengers and powered by a small turbodiesel engine. [19] True to their word, Mahindra ; Mahindra launched the Mahindra Xylo in January 2009, and as of June 2009, the Xylo has sold over 15000 units.Mahindra ; Mahindra grew from being a maker of army vehicles to a major automobile and tractor manufacturer. Mahindra ; Mahindra (M;M) was first known for assembly under licence of the iconic Willys Jeep in India. The company later branched out into manufacturing light commercial vehicles. The company†s flagship UV, Scorpio, hit the Indian Markets and the success of this multi-utili ty vehicle saw the company winning the consumers hearts. M;M made its entry into the passenger car segment with the Logan in April 2007 under the Mahindra-Renault joint venture.Its plants in Mumbai and Nasik manufacture multi-utility vehicles and their engines are produced at the Igatpuri plant. Utility Vehicles, Light commercial vehicles and 3 wheelers are manufactured at the Zaheerabad plant in Andhra Pradesh and three-wheelers at the Haridwar plant. The company has an established dealer network which is estimated to be more than 500. The well established company is now eyeing the hatchback†s and will bring in some competition when it launches the Mini-Xylo in India. The company too has plans to go green with hybrid versions of their car models.MAHINDRA ; MAHINDRA LIMITED  (M;M) Mahindra  ;  Mahindra  Limited  (M;M)  is  an  Indian  multinational  automaker  headquartered in  Mumbai, Maharashtra, India. It is one of the largest  automobile manufactu rers  by production in India and a subsidiary of  Mahindra Group  conglomerate. The company was founded in 1945 in  Ludhiana  as Mahindra ; Mohammed by brothers K. C. Mahindra and  J. C. Mahindra  and  Malik Ghulam Mohammed. After India gained independence and  Pakistan  was formed, Mohammed emigrated to Pakistan where he became the nation's first  finance minister.The company changed its name to Mahindra & Mahindra in 1948. It is ranked #21 in the list of top companies of India in  Fortune India 500  in 2011. History Mahindra & Mahindra was set up as a steel trading company in 1945. It soon expanded into manufacturing general-purpose utility vehicles, starting with assembly under license of the iconic  Willys  Jeep  in India. Soon established as the Jeep manufacturers of India, M&M later branched out into the manufacture of  light commercial vehicles  (LCVs) and agricultural  tractors.Today, M&M is the leader in the utility vehicle segment in I ndia with its flagship UV Scorpio and enjoys a growing global market presence in both the automotive and tractor businesses. Over the past few years, M&M has expanded into new industries and geographies. They entered into the  two-wheeler  segment by taking over Kinetic Motors in India. M&M also has controlling stake in  REVA Electric Car Company  and acquired South Korea's  SsangYong Motor Company  in 2011. The US based Reputation Institute recently ranked Mahindra among the top 10 Indian companies in its ‘Global 200: The World's Best Corporate Reputations' list.Automobiles Mahindra & Mahindra is a major automobile manufacturer of utility vehicles, passenger cars, pickups, commercial vehicles, and two wheelers. Its tractors are sold on six continents. It has acquired plants in China  and the United Kingdom,  and has three assembly plants in the USA. M&M has partnerships with international companies like  Renault SA,  France  and  International Truck an d Engine Corporation, USA. M&M has a global presence  and its products are exported to several countries. Its global subsidiaries include Mahindra Europe Srl. ased in Italy,  Mahindra USA Inc. , Mahindra South Africa and Mahindra (China) Tractor Co. Ltd. M&M made its entry into the passenger car segment with the Logan in April 2007 under the Mahindra Renault joint venture. M&M will make its maiden entry into the heavy trucks segment with  Mahindra Navistar, the joint venture with  International Truck, USA. M&M's automotive division makes a wide range of vehicles including MUVs, LCVs and three wheelers. It offers over 20 models including new generation multi-utility vehicles like the  Scorpio  and the  Bolero.It formerly had a joint venture with  Ford  called  Ford India Private Limited  to build passenger cars. At the 2008 Delhi Auto Show, Mahindra executives said the company is pursuing an aggressive product expansion program that would see the launch of sever al new platforms and vehicles over the next three years, including an entry-level SUV designed to seat five passengers and powered by a small turbodiesel engine. True to their word, Mahindra ; Mahindra launched the  Mahindra Xylo  in January 2009, and as of June 2009, the Xylo has sold over 15000 units.Also in early 2008, Mahindra commenced its first overseas CKD operations with the launch of the Mahindra Scorpio in Egypt,  in partnership with the Bavarian Auto Group. This was soon followed by assembly facilities in  Brazil. Vehicles assembled at the plant in Bramont, Manaus, include Scorpio Pik Ups in single and double cab pick-up body styles as well as  SUVs. Mahindra planned to sell the diesel SUVs and pickup trucks starting in late 2010 in North America through an independent distributor, Global Vehicles USA, based in  Alpharetta, Georgia.Mahindra announced it will import pickup trucks from India in  knockdown kit (CKD)  form to circumvent the  Chicken tax. CKD s are complete vehicles that will be assembled in the U. S. from kits of parts shipped in crates. On 18 October 2010, however, it was reported that Mahindra had indefinitely delayed the launch of vehicles into the North American market, citing legal issues between it and Global Vehicles after Mahindra retracted its contract with Global Vehicles earlier in 2010, due to a decision to sell the vehicles directly to consumers instead of through Global Vehicles.However, a November 2010 report quoted John Perez, the  CEO  of  Global Vehicles USA, as estimating that he expects Mahindra’s small diesel pickups to go on sale in the U. S. by spring 2011, although legal complications remain, and Perez, while hopeful, admits that arbitration could take more than a year. Later reports suggest that the delays may be due to an Manindra scrapping the original model of the truck and replacing it with an upgraded one before selling them to Americans. In June 2012, a  mass tort  lawsuit was filed against Mahindra by its American dealers, alleging the company of conspiracy and fraud.Mahindra ; Mahindra has a controlling stake in  Mahindra Reva Electric Vehicles. In 2011, it also gained a controlling stake in South Korea's SsangYong Motor Company. Mahindra & Mahindra Ltd. (M&M), has launched its much awaited SUV, XUV 500, code named as W201 in September 2011. The last ‘500’ in the name is pronounced as ‘5 double-O’ (alphabet). The new SUV by Mahindra has been designed in-house and it is developed on the first global SUV platform that could be used for developing more SUVs. In India, the new Mahindra XUV 500 comes in a price range between Rs 14 lakh to Rs 15 lakh.Besides India, the company also targets Europe, Africa, Australia and Latin America for this model. M & M President Mr Pawan Goenka told that the company plans to launch six new models this fiscal. The company launched CNG version of its mini truck Maxximo on 29 June 2012. A new v ersion of Verito in diesel and petrol options was launched by the company on 26 July 2012 to compete with Maruti's Dzire and Toyota Kirloskar Motor's Etios. Mahindra Xylo, MPV will now be available with a warranty of 3 years / 1,00,000 kilometres and this warranty is   extended across all Xylo variants.This new warranty is likely to lure customers towards buying this happy leg vehicle from the stables of Indian manufacturer Mahindra. With its chic looks and user friendly features,  Mahindra Xylo  has already carved out a niche for itself in   the Indian MPV segment. Better known as ‘Happy legs car’   Mahindra Xylo is already famous for its spaciousness and comfort and   now with the new warranty it is likely to garner sales as it has gone upscale in terms of customer confidence and satisfaction. The Xylo has been a successful product for Mahindra and has helped the company to smartly position itself in the budget utility vehicle segment.The all new Xylo has been launched early this year has come out carrying 50 new changes and features. At present the Xylo lineup includes five variants which are powered by three distinct engine options including the 120 BHP m Hawk engine. Mahindra XUV 500 bookings are now open again for two weeks across 19 selected cities of India after February 2012. As per official announcement, 9 months production capacity for the XUV 500 is sold out due to overwhelming response from customers in the first 2 rounds of booking. Now, to meet the growing demand, the production capacity has been ramped up to 4000 vehicles per month.Mahindra has also unveiled the XUV 500 in Indore with a  price tag of Rs. 11. 83 lakh (ex-showroom)  . Mahindra XUV 500 SUV price will be on similar lines for Patna and Jaipur, also this Cheetah inspired utility vehicle will soon be available in other Indian cities. Designed and developed in-house, the XUV 500 was Mahindra India’s first crack at the monocoque design, front wheel dr ive and transverse engine Mahindra Bolero, the flagship Sports utility vehicle from homegrown manufacturer Mahindra has clocked in 1, 00,686 units in FY 2011-12 registering a 21% increase.Bolero was once again bestowed with the highest selling SUV title in India for the sixth consecutive year; also this was the highest annual sales garnered by the Bolero since it came into being. In March 2012, only the SUV managed 10,026 unit sales which is also the highest ever monthly sales till now. Mahindra Bolero sold 83,112 units of sales in 2010-11 FY. M&M’s Bolero has risen up to the seventh position in the top selling passenger vehicles in India in FY 2011-12 from the 9th position it had in the year 2010-11. Noticeably  Mahindra Bolero  is the only SUV to feature in the top selling passenger vehicles in India.Mahindra Scorpio SUV is going under scalpel and W105 is the code name given to Mahindra’s facelift project. The refreshed version of Mahindra Scorpio is likely to ar rive in the year 2014. The all new  Mahindra Scorpio  is likely to lose weight and the auto major has designed a special project called T026 to reduce down the weight of the car by 260 kilograms with the incorporation of fibre parts which is going to increase the efficiency level of the car and is going to make it more frugal. Mahindra is likely to add an all-new heart to new Scorpio; the  2. L engine from the Cheetah XUV 500 that churns out 140bhp-330Nm  torque is likely to go under the hood of Scorpio. To increase the legroom space in the middle row, Mahindra is eyeing to increase the wheelbase. Mahindra Verito Mahindra India has unearthed the  Ã¢â‚¬ËœNew Look Verito’ with a price tag of Rs. 5. 27 lacs    for Petrol, BS4 & Rs. 6. 26 lacs   for Diesel BS4 (both prices ex-showroom New Delhi). Refreshed 2012   Verito is available in both fuel options , the gasoline powered is made available in   2 guises , G2 and G4 and the diesel powered will have   D2, D4 and D6.Mahindra Verito has gone under the scalpel to become more stylish, contemporary and premium, with the improved ergonomics; in all the refreshed Verito sports 23 new changes and features. The core strength will be the powertrains running the new Verito sedan, Renault 1. 5 LDCi diesel engine and Renault 1. 4 L MPFi petrol engine which are best in class and extremely frugal. The revamped front fascia has new headlamps, refreshed bumper, redesigned bumper and front grille. The rear has also been refreshed with new clear   lens tail lamps , deck lid and cheome applique and sleek bumper.The cabin area has also gone classy with two tone instrument panel, elegant fabric upholstery and contemporary grey tone interior color theme. New Mahindra Thar four wheel drive variant is officially launched with air conditioner with heater. The factory fitted AC and heater, however, has resulted in an increase in price of  Thar 4X4 with CRDe engine which now cost at Rs 6. 75 lakh (ex-showroom Mumbai). M&M has launched this upgraded Thar SUV bang on time as the scorching sun is setting just above the head making the summers unbearable without an AC. 1. 4 STATEMENT OF THE PROBLEMMeasuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service.The achievement of customer satisfaction leads to company loyalty and product repurchase. Companies recognize that in a global market, they will need to gain a greate r understanding of customer satisfaction in order to adapt and mould their services for the customer. Understanding the wants and needs of your customers is a very important element of business and customer satisfaction reviews are the best way to achieve this. As a very reputed vehicle retailer, TVS ; Sons, Maradu, Cochin has their primary concern as their customer’s satisfaction.They treat their customer as the king and they need to know up to what extend their customers are satisfied with the Mahindra vehicles they are providing and related services that they are providing with the vehicles, the financing, after sales services and so on. This is the reason that the study on customer satisfaction of Mahindra passenger vehicles been carried out in TVS ; Sons, Maradu, Cochin. 1. 5 OBJECTIVES OF THE STUDY Primary objective * To study the factors responsible for satisfaction of MAHINDRA passenger vehicles Customers of TVS ; Sons.Secondary objective * To study the role of after sales services provided by the organization towards the customer satisfaction * To recommend the management of TVS ; Sons, Kaloor, with certain measures to be taken in order to improve the level of customer satisfaction * To inform the MAHINDRA Automobiles, about customer needs and wants on their current vehicles and improvements suggested by the customers. 1. 6 SCOPE OF THE STUDY Customer satisfaction is an important factor that leads to sales effectiveness of the company.It is important which will help the organization in increasing its future sales, profits and market demand. â€Å"Customer satisfaction, a  business  term, is a measure of how products and services supplied by a company meet or surpass  customer expectation. † This research work consists of the study of the factors influenced towards MAHINDRA light passenger vehicles with reference with the leading automobile distributor, TVS ; Sons. This study is an attempt to examine and analyze the factors influenc ing the satisfaction level of the customers of TVS to Mahindra light passenger vehicles.This study will be beneficial to both the companies to improve themselves its efficiency after this study. The scope of the study was congested only to the district of Ernakulam and to the customers of TVS ; Sons. 1. 7 REASEARCH METHODOLOGY Descriptive research methods are used to better describe marketing problems, situations, or markets such as market potential for a product or the demographics and attitude of customers. Sample design Sampling is the process by which the selection of some parts of an aggregate or totality on the basis of which a judgment or inference about the aggregate or totality is made.Sampling unit: existing users of the Mahindra passenger vehicles who purchased from TVS ; sons, Maradu and Kaloor Sample size: 50 Sampling method: convenient sampling is used. A fraction of population being investigated which selected by convenience sampling method for the easier collection o f data. Source of data: the Primary data will be collected from existing users of the Mahindra passenger vehicles who purchased from TVS ; sons, Kaloor. The SECONDARY data will be collected from company records, journals and websites.Period of study: 20th august 2012 to 12th September 2012 Tools uses for the study * Personal interview * Questionnaires * Telephonic interview Research Instruments for data analysis and interpretation * Graphs and percentage methods for easy interpretation of data 1. 8 LIMITATIONS OF THE STUDY * A bigger sample size would have revealed information in much more depth * A higher time frame more than 23 days would have helped gaining more insights to be research work * Analysis, finding and suggestion were based on the information selected from the respondents. Any accuracy issues nvolved in the researcher might have affected the latter works of the researcher. * There is a chance of people related errors. Busy people or relatively aggressive people may gi ve wrong feedbacks * The study was conducted in a festive season in Kerala namely onam. The number of people who should be available in the survey area has gone for vacations. It has made an impact on the results and feedback of the customers. CHAPTER II REVIEW OF LITERATURE REVIEW OF LITERATURE Marketing The following definition approved by the American Marketing Association Board of Directors; approved from 2007 October.Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Marketing Research: Marketing research is the function that links the consumer, customer, and public to the marketer through information–information used to identify and define marketing opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process.Marketing resear ch specifies the information required to address these issues, designs the method for collecting information, manages and implements the data collection process, analyzes the results, and communicates the findings and their implications. Customer value: It is defined as the difference between what a customer gets from a product, and what he or she has to give in order to get it. It helps people and companies unlock their inner creative power and achieve amazing results. Relative performance identifies how the product or service gives customer value relative to what competitors offer.In order to generate more thought about customer value, and to reach out to a customer base, a business might promote a customer value proposition. The customer value proposition is basically a promise of benefits from a vendor to customers. Customer Satisfaction Customer satisfaction is defined as the measurement of how a company’s product or services meet or surpass its customer’s expecta tions. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs.The Wikipedia defines the term customer satisfaction as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. According to PHILIP KOTLER, the definition of customer satisfaction is ‘the level of a person's felt state resulting from comparing a product's perceived performance (or outcome) in relation to the person's expectations. Customer satisfaction is important because many researchers have shown that customer satisfaction has a positive effect on an organization’s profitability.Due to this, the consequences of customer satisfaction and dissatisfaction must be considered. There is also a positive connection between customer satisfaction, loyalty and retention. Therefore, customer satisfaction, loyalty and retention are all very important for an organization to be successful The customer satisfaction plays a major role in determining the likelihood of an organization’s success and profitability over a long term. An important way for a business to develop customer loyalty that in turn builds repeat business through customer retention.Generally speaking, there are three different levels of customer satisfaction: dissatisfied customers who are seeking another supplier; satisfied customer who will buy from the company in the future and the loyal customer who will remain so despite of competitive offers. Unless a business organization develop a strong base of satisfied customers, it will be difficult if not impossible to remain viable in its marketplace. Moreover, any business not focused on satisfying their customers will be at the mercy of competitors who will eventually satisfy that person’s needs and desires.Taking a prompt action to resolve a customer’s problems can make the 85 % of them repeat customers. It costs on an average six times as much to find a new customer as it does to keep an existing one happy. This underscores the importance of customer satisfaction. The steps in measuring and managing customer satisfaction The following are a sound and simple approach for measuring and managing customer satisfaction: * Know who your customer’s are; * Understand your customer’s needs; * Measure your customer service performance; * Focus on their priorities Improve your processes Methodologies Frameworks for evaluating customer satisfaction with products Kano model of Customer Satisfaction The Kano et al. (1996) model of customer satisfaction classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction. (Kano, serkau et al. 1996). According to this model, there are three types of product of attributes that fulfill customer satisfaction to a different degree: * Basic or expected attributes * Performance or spoken attributes * Surprise and delight attributesA competitive product meets basic expected attributes, maximizes performance attributes, and includes as many â€Å"excitement† attributes as financially feasible. In this model, the customer strives to move away from having unfulfilled requirements and being dissatisfied. The Kano model (Kano, Seraku et al. 1996) The performance or spoken attributes (the central line of the model) are those expressed by customers when asked what they want from the product. Depending on the level of their fulfillment by a product or service these requirements can satisfy or dissatisfy consumers.This basic or expected attributes (lower curve in the model) are basic attributes, which customers take for granted and they are so obvious that they are not worth mentioning. While the presence of these attributes is not taken into account, their absence is very dissatisfying. The surprise and delight attributes (upper curve in the mo del) lay beyond the customer’s expectations. If they are present they excite the customer, but their absence does not dissatisfy, as customers do not expect them. A successful combination of expected and exciting attributes provides a company with an opportunity to achieve competitive advantage.A successful company will correctly identify the requirements and attributes and use them to document raw data, user characteristics, and important service or product attributes. To make information about the identified requirements about the attributes understandable and useful for designers, a so called Quality Function Deployment (QFD) approach is often being used. The goal of QFD is to assure that the product development process meets and exceeds customer needs and wants and that customer requirement are propagated throughout the life cycle of the product.The approach uses a number of matrices, which helps in translating customer requirements into engineering to design parameters, specifying product features, manufacturing operations and specific instructions and controls. QFD allows for the minimizing of errors and maximizing of product quality for customers. This approach is probably the only existing quality system with such strong orientation to customer satisfaction. Innovation framework The process of adopting new products has also been studied within innovation adoption literature, and in particular the Rogers’ (1995) innovation framework.The framework suggests five steps, through which an adopter goes to the adoption of a new product or a service (Rogers 1995:36) First  knowledge  of  an  innovation  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  forming  an  attitude  toward  the  innovation decision to adopt or reject implementation of the new idea confirmation of this decision Rogers’ model closely resembles the customer satisfaction model by Engel et al. (1995). The first knowledge is acquired when an individual is p rovided with the information about the innovation. The attitude is formed evaluating the features of innovation and a resolution on  accepting or rejecting the product follows.Implementation corresponds to the consumption and confirmation refers to the need to reaffirm the decision about the innovation adoption. Rogers also maintained that people accept innovation differently, depending on their personality, their innovativeness, and interpersonal communication, and according to this could be classified into innovators, early adopters, early majority, late majority, and laggards. Innovators seek newness and value the time period  that is passed  since the product launch. Laggards seek reassurance and confirmation about product or service qualities through interpersonal communication and word-of-mouth.A large number of studies have analyzed the differences between earlier and later adopters based on socio-economic, demographic, cultural, or psychological criteria (Tornatsky,Eve land et al. 1983), (Gatignon and Robertson 1985), (Frank, Sundqvist et al. 2001),(McMeekin and Tomlinson 1998), (Cestre and Darmon 1998). Time of adoption of innovation Economists, for example, suggest that for social innovation to take place, innovators should first accept innovation and then create institutional framework that would trigger the acceptance of new practices.For the laggards to join in another mechanism – the desire not to be left out of the group – can be used to speed up dissemination of more sustainable practices. Besides adopter categories, Rogers also identified a range of factors affecting the rate of  adoption: * Perceived attributes of the  innovation * Relative advantage * Compatibility * Trial ability * Complexity * Observability * Type of  innovation-decision * Communication channels * Nature of the social system * Extent of change agents’ promotion efforts.These factors are often used in many innovation studies as evaluation cri teria, based on which questionnaires for consumer surveys are developed. Frameworks for evaluating customer satisfaction with services Service Quality Model Service  Quality  Model According to Gronroos (1982), the quality of a service perceived by customers will differ depending on what strategy the company chooses to deliver and promote that service. The service quality model by Gronroos holds that the quality of a service, as it is perceived by the customer, can be divided into technical quality and functional quality dimensions.The former denotes what the customer receives as the output of a service production process and the latter how the technical quality is produced and transferred to the customer during buyer-seller interactions. Gronroos posits that the technical quality is the â€Å"basic condition for a positively perceived total quality, but the functional quality is the one that adds competitive edge† (Gummesson and Gronroos 1987). Furthermore, in the relati onship marketing, the growth of the importance of functional quality in comparison to technical quality become a strategic one (Gronroos 1993).The distinction is  also made in  the model between perceived and expected service quality and it is suggested that the quality is perceived subjectively. Gronroos (1988) further develops the model by positing that in the case of a company,  which extends product offer with services, it is more appropriate to talk about total perceived quality. According to him, a high perceived quality is obtained when the experienced quality meets customer expectations, i. e. the expected quality. However, if the expectations are unrealistic, the total perceived quality will be low, even if high quality was experienced (Gronroos 1988).The expected quality is heavily influenced by market communication (advertising, sales campaigns, PR and direct mail), word-of-mouth, company image, and customers’ needs. While a company directly controls market c ommunication, the word-of-mouth and company image are outside its immediate reach. Gronroos conclusion is that the total perceived quality is not only defined by the level of technical and functional dimensions, but also by the gap between the expected and the experienced quality. The  SERVQUAL  model Given the growth of services in the last decades, many researchers have recognized the need to develop measures of service quality.One of the most often used measures is the SERVQUAL based on extensive research in generic determinants of perceived service quality (Parasuraman, Berry et al. 1985; Parasuraman, Berry et al. 1988; Zeithaml, Parasuraman et al. 1990; Parasuraman, Berry et al. 1991; Parasuraman, Berry et al. 1993;Parasuraman, Berry et  al. 1994). The model measures the difference between customers’ expectations about general quality of  a certain group of service providers and their perceptions about the actual performance of a service provider from that group. It uses a set of service quality determinants (explained in Box 1) measured by a 22-item scale. The model defines customer satisfaction as perceived service quality, which is the gap between expected service and perception of service actually received. The determinants of service quality used in the model. * Access means approachability and ease of contact; * Communication means informing the customers in an understandable way and listening to them. It may imply that companies need to use different languages to talk to different customer groups (i. e. professional and private customers) in i. e. xplaining what the service comprises, how much various service elements and offers cost, and other features of the service; * Competence means possession of required skills (i. e. organizational and personal) and knowledge to perform the service; * Courtesy comprises politeness, respect, friendliness of the service provider personnel; * Credibility includes trustworthiness and honesty; * Rel iability means that the service is performed with high accuracy and thoroughness every time; * Responsiveness concerns the willingness of employees to provide the service and how fast the service is provided. Security comprises physical and financial safety and confidentiality; * Tangibles include all physical products that are involved in service delivery, and even other customers; * Understanding the customer  means taking steps to know customer better, learning their specific requirements, providing individual attention, recognizing regular customers. While being widely applied, the SERVQUAL model has also received criticism for not including prices in the assessment or for the inclusion of expectations as a variable in measuring service quality (Boulding, Kalra et al. 993). Perhaps the most often heard criticism pertains to the lack of  a clear link between satisfaction and perceived service quality identified by some research (Duffy and Ketchard 1998). An alternative model (SERVPERF) was later developed for these reasons, based on the findings that service quality does not depend on expectations and can be directly measured by simple performance based measures of service quality (Cronin and Taylor 1994) Toolbox for measuring the