Global Warming and its Effects on Society Essay Example for Free

An Earth-wide temperature boost and its Effects on Society Essay An Earth-wide temperature boost or environmental change is characterized as any significant change in the earth’s atmosphere that can continue for an all-encompassing timeframe. An unnatural weather change can cause an expansion in the normal temperature of the lower air. It can have various causes, however the one explanation pinpointed as its motivation is human obstruction, especially the arrival of exorbitant measures of ozone harming substances (EPA, 2006 refered to in YeSeul Kim et al). There are a few ozone depleting substances, similar to carbon dioxide (CO2), methane (CH4), water fume, and fluorinated gases which act like a nursery on earth. Since the circumstance is that there are increasingly ozone depleting substances, at that point there would be a greater possibility of the warmth caught in the earth’s environment. The earth can't work in its current state if there are no happening ozone depleting substances, for example, CO2, CH4, and water fume. This implies without ozone depleting substances, there will be no warmth caught in climate, along these lines, the earth will turn out to be freezing. (NASA, 2002 as refered to in YeSeul Kim et al). Researchers state that they have affirmed that environmental change is brought about by human movement (Scientists state a dangerous atmospheric devation is evident). They have even introduced their discoveries to the American Association for the Advancement of Science in Washington. Proof is that when one ganders at the seas and the softening of the Arctic ice, it rules out one to question that an Earth-wide temperature boost is in reality happening today. It was even uncovered by Tim Barnett of the Scripps Institution of Oceanography that new PC models that can investigate sea temperatures exhibit the most clear sign that an unnatural weather change is as of now occurring (Scientists state a dangerous atmospheric devation is evident). Researchers like Dr. Barnett state undoubtedly that the genuine spot to glance is in the sea. His group has led various temperature readings made by the US National Oceanic and Atmospheric Administration so as to ascertain consistent sea warming. This report was distributed after the United Nations Kyoto Protocol made out of 141-country ecological agreement. The US group utilized sun oriented warming and volcanic warming, so as to represent the estimations made. In any event, watching creatures lead these researchers to reason that there are clear impacts on creatures. Different analysts discovered clear consequences for atmosphere and creatures. Ruth Curry of the Woods Hole Oceanographic Institution uncovered that liquefying ice is presently previously changing the water cycle, which thusly influences sea flows and afterward at long last, the atmosphere. There are additionally dry spells occurring in the west and in Greenland’s ice top which is made out of ice enough to raise ocean levels by seven meters (Scientists state an Earth-wide temperature boost is certain). An ongoing narrative on UK Channel 4 entitled â€Å"The Great Global Warming Swindle† tested the political view that an unnatural weather change is brought about by man-made components. Be that as it may, the film says that the sun that is answerable for the present changes in the Earth’s temperature. The film shows the numerous assessments of researchers and atmosphere specialists that spike a developing dispute to the man-made hypothesis. In any case, these are for the most part speculations. Researchers have advised us that the Sun decides our seasons, and biggerly affects the atmosphere. German and Swiss researchers uncover that there is an expansion in radiation from the sun that outcomes in the current environmental change. (Marshall). There are likewise investigates saying that an Earth-wide temperature boost is an untruth which is spread by the media. They figure that the temperature appraisals of past atmospheres are simply gauges. These have been assessed by researchers who attempt to demonstrate that a dangerous atmospheric devation exists. Some despite everything keep up that a dangerous atmospheric devation is simply one more intrigue to cut Americans down (Global Warming: The Great Lie). At long last, the more significant thing to recollect is the way to support nature when it is changing because of the a dangerous atmospheric devation particularly when there are befuddling data about the genuine status of an Earth-wide temperature boost and how individuals can adapt ready. (All Global Warming is Local-The Politics and Science of Regional Climate Impacts). The greater part of the basic issues that an Earth-wide temperature boost include is the means by which to get ready for these atmosphere changes. The U. N. ’s Intergovernmental Panel on Climate Change discharged Climate Change 2007: The Physical Science Basis, Summary for Policymakers which is essentially a political record. Media is utilizing this to outfit more slants among the individuals. (Drinking spree, 2007). This is evidently being altered to comply with the political plan of the UN lawmakers. The archive expresses that â€Å"Changes made after acknowledgment by the Working Group or the Panel will be those important to guarantee consistency with the Summary for Policymakers or the Overview Chapter. † And in any case, the â€Å"continued fast cooling of the earth since WWII is as per the expansion in worldwide air contamination related with industrialization, automation, urbanization and detonating population†. (Reid Bryson, Global Ecology; Readings towards a sane procedure for Man, 1971 as refered to in Bender). WORKS CITED All Global Warming is Local-The Politics and Science of Regional Climate Impacts. Nov. 12, 2007. Recovered January 2, 2008 at: http://www. desmogblog. com/all-an Earth-wide temperature boost is-nearby the-governmental issues and-study of-local atmosphere impacts Bender, John. Man-Made Global Warming Is Politics Not Science. Etherzone. Fen. 12, 2007. Recovered January 2, 2008 at: http://www. prisonplanet. com/articles/february2007/130207Warming. htm Global Warming: The Great Lie. Recovered January 2, 2008 at: http://www. geocities. com/northstarzone/GLOBAL. html Marshall, Andrew. A worldwide temperature alteration: A Convenient Lie. Worldwide Research. Walk 15, 2007. Recovered January 2, 2008 at: http://www. globalresearch. ca/record. php? context=viewArticlecode=20070315 articleId=5086 Scientists state a dangerous atmospheric devation is verifiable. ABC News Online. Recovered January 2, 2008 at: http://www. abc. net. au/news/newsitems/200502/s1306233. htm YeSeul Kim, Erika Granger, Katie Puckett, Cankutan Hasar, and Leif Francel Global Warming: Definition. Recovered January 2, 2008 at:

Experience of Freedom for Euro-American (the White American) from 1865 Essay

Experience of Freedom for Euro-American (the White American) from 1865 to 1900 - Essay Example Note that subjugation finished not due to the beneficent heart of white American slave proprietors. Servitude finished after a harsh and grisly respectful war that cost a huge number of American lives. Servitude just finished after a battle both in military and political terms (going of the Thirteenth Amendment). Lion's share of the white slave proprietors didn't had any desire to end subjection thus, from their perspective liberation is as of now enough for the previous slaves. For the white Americans, opportunity implied the liberation of the slave African Americans and that is as of now all that could possibly be needed opportunity for them thinking about that they were once slaves previously. The meaning of opportunity is verbalized by Garrizon Frazier, a dark priest who reacted what opportunity implies on the grounds that it incorporates the political viewpoint as well as the financial part of opportunity. Opportunity is â€Å"placing us where we could procure the product of our ownâ labor, and deal with ourselves.† The best approach to achieve this was â€Å"toâ have land, and turn it and till itâ by our own labor† (Foner 1983:586). Opportunity additionally incorporates not just liberating from the shackles that the state once authorized yet in addition the equivalent assurance of the laws and the equivalent arrangement of chance in all circles of life. The White Americans anyway differ to this definition considering the past of Black Americans as previous slaves. To them, liberation is now enough for the African Americans as opportunity precisely implied the evacuation of the subjugation of power bondage. Therefore, endeavors by White Americans despite everything kept on disappointing the White Americans in different structures, for example, refusal of the option to cast a ballot, isolation and separation. The initial scarcely any parts of opportunity, for example, â€Å"reaping the product of our ownâ labor, and deal with ourselves [by having] land, and turn it and till itâ by our own labor† was generally simpler to achieve on the grounds that it as it were

Causes and Risk Factors of Generalized Anxiety Disorder

Causes and Risk Factors of Generalized Anxiety Disorder GAD Print Generalized Anxiety Disorder: Causes and Risk Factors By William Meek Medically reviewed by Medically reviewed by Steven Gans, MD on July 08, 2018 Steven Gans, MD is board-certified in psychiatry and is an active supervisor, teacher, and mentor at Massachusetts General Hospital. Learn about our Medical Review Board Steven Gans, MD Updated on August 06, 2019 Generalized Anxiety Disorder Overview Symptoms & Diagnosis Causes Treatment Living With In Children In This Article Table of Contents Expand Genetics Brain Structure Life Experiences Societal Factors Lifestyle Factors View All There is no singular cause of generalized anxiety disorder (GAD) that has been identified. Evidence has shown that multiple factors are usually at play, influencing the development of GAD.?? Some of the common factors include things like genetic predisposition, brain chemistry, family background, social influence, and life experiences. Verywell / Cindy Chung Genetics Your genetics may play a role in determining whether or not you will develop GAD. As with many other mental and medical health conditions, we can be genetically predisposed for developing certain symptoms. This is the same with generalized anxiety disorder. Technological and methodological advances have allowed researchers to examine the role genes play in the development of GAD in more detail, but the research is still in preliminary stages. Despite this, it has significant implications for anyone who faces  anxiety disorders. We know, for example, that we can have a genetic vulnerability to developing GAD if certain genetic markers have been passed on to us. Vulnerability, in combination with certain environmental factors, can trigger the development of symptoms. Studies have shown that first degree relatives of someone with GAD are more likely to develop mood and anxiety disorders in general, with a specific increased risk for developing GAD. First degree relatives would include family members most closely related to you, such as a parent, sibling, or your child. Finally, women are more prone to anxiety disorders in general. In fact, statistics from the ADAA show that women are actually twice as likely to be impacted by a generalized anxiety disorder. Although the condition typically begins around 30 years old, many of those who are diagnosed are found to have been struggling with symptoms for years before seeing a professional and being properly diagnosed. GAD comes on gradually, with the greatest risk between childhood and middle age. Brain Structure The limbic system is a collection of brain structures that, among other functions, is involved in the regulation of many of our basic emotional reactions. Although it is generally under the control of the thinking part of our brain, it can respond to stimuli on its own as well. The Amygdala The amygdala, in particular, is the part of our limbic system involved in our automatic fear response, as well as in the integration of memory and emotion. Although a lot of research on amygdala function has been focused on anxiety disorders like post-traumatic stress disorder (PTSD) and obsessive-compulsive disorder (OCD), there are some patterns of brain structure and function that have presented in research as consistent for patients with GAD. Understanding that the amygdala is an important player in our ability to discern and feel fear, it may not be a surprise that imaging studies of patients diagnosed with GAD show elevated amygdala activity during the processing of negative emotions. It is this heightened activity within the amygdala that researchers believe might influence the inaccurate interpretations of social behavior for patients with GAD. People with GAD may inaccurately perceive a social cue or interaction as threatening when it is not actually threatening. Gray Matter The volume of gray matter is another factor that has been researched in relation to GAD and other anxiety and mood disorders. An increased volume of gray matter at certain locations in the brain has been repeatedly found in GAD patients compared to controls. One area of the brain that consistently shows an increased volume of gray matter in patients with GAD is called the right putamen. Researchers found that a larger volume of gray matter in the right putamen was positively correlated with childhood maltreatment. In other words, the greater the report of childhood maltreatment, the greater the likelihood of increased volume of gray matter in that area of their brain. Life Experiences Although genetic and biologic factors clearly contribute to the development of GAD, a greater percentage of the risk for GAD lies in complex psychological, environmental, and social factors. Experiencing Trauma Mental health researchers have found that trauma in childhood can increase our risk of developing GAD.?? Difficult experiences such as physical and mental abuse, neglect, the death of a loved one, abandonment, divorce, or isolation can all be contributing factors. When we have gone through particularly hard experiences that leave us feeling uncertain, humiliated or apprehensive to trust others, it is understandable that we may become anxious in a variety of situations in the future. People with GAD have difficulty accurately interpreting threats. Experiences or interactions that may seem harmless to most could feel emotionally threatening, dangerous and anxiety-producing for someone with GAD. Interestingly, research has shown that life events that result in specific feelings of loss, humiliation, entrapment, and danger are reliable predictors of the development and onset of generalized anxiety disorder. It is important for medical and mental health practitioners to gather family and social history, information that can help lead to an accurate diagnosis. Learned Behavior Some behavioral scientists believe that anxiety is a learned behavior, suggesting that if we have a parent or caregiver who demonstrates anxious behavior, we may tend to mirror that same anxious behavior.?? We are learning from caregivers and other important people close to us how to handle challenging, stressful situations. When they model less effective methods of stressful management, we tend to do the same. These early social learning experiences can influence our development of long-lasting anxiety. Societal Factors Of people who are on social media, it has been shown that approximately 30 percent are plugged into social media for 15 hours or more per week. Researchers are finding that the use of social media, particularly in excess, can greatly impact our mental health, sometimes resulting in anxiety and depression. Interacting with others through social media can present us with the same challenges as when we are interacting in people, such as feelings of loneliness, rejection, abandonment, or humiliation. People with GAD are less effective in accurately interpreting social cues and interactions, leaving them to potentially feel a heightened sense of danger or rejection, even when there is no observable threat present.?? Interactions through social media can be interpreted in these same inaccurate ways, possibly even more so when we are, at times, missing essential non-verbal cues in communication such as facial expressions, body language, and tone and exacerbating GAD. Lifestyle Factors Caffeine Using everyday addictive substances like caffeine can heighten feelings of worry or nervousness, contributing to the development of anxiety.?? Our culture tends to ask more and more of us, pushing us to perform, and leaving us to fear feeling left behind, socially, financially, physically or otherwise. Relying on caffeine sources such as coffee, tea, soda and energy drinks can cause some people to feel restless and anxious, especially when used in large quantities. Relationships Our relationships can be a source of great comfort, but also pain. Relationships can be a significant source of anxiety for women, in particular. Women are twice as likely as men to develop GAD. Research has shown that two main factors of anxiety, specifically related to women, were being afraid of and/or humiliated by a current partner or ex-partner. Dangerous and fearful experiences within intimate relationships can influence the development of anxiety. Job Stress Work can be a great source of stress and become a trigger in the development of anxiety.?? Some employers expect extraordinarily high levels of performance and productivity that can threaten our sense of employment security. When looking for work, we can find ourselves competing with many others who are highly qualified and experienced, causing stress related to the ability to provide for ourselves and our families. Career and work-related stress, particularly the loss of a job, can be a significant source of heightened anxiety. In general, the potential for developing anxiety-related conditions is increased during periods of severe and prolonged stressâ€"regardless of source. For example, some people discover they have GAD while going through a challenging life transition such as divorce or loss of a loved one. A Word From Verywell Not all GAD risk factors are in our control, but many are modifiable and manageable. There are effective strategies for coping with trauma and stress. If you think you are at risk or think you have GAD, take a step forward and reach out for assistance. There are professionals and other people willing to help! How Is Generalized Anxiety Disorder Treated?

Summary Of The Movie The Untouchables - 1178 Words

Last week in class, I watched the movie, â€Å"The Untouchables† in class. â€Å"The Untouchables† was about a group of people, who put the infamous criminal Al Capone behind bars. This remarkable group that brought Al Capone down, were called the â€Å"Untouchables† .The movie was filled with many twist in turns, and also many questions it leaves people asking. After watching the movie, there are many questions that come to mind. Like why were so many people were against Eliot Ness, and why would the untouchables risk so much to put Al Capone away. To start off Elliot Ness and his group of untouchables had many people against him. Many of the officers in the police force were on Al Capone’s payroll, so they didn’t want Eliot Ness to investigate the†¦show more content†¦Rickets was a disease that soften the bones, and the milk program allowed many people who would have got this disease, to avoid it all together and stay healthy. A lot of people also liked Al Capone,because he provided the poor people of Chicago with speakeasies. Many of the poor people of Chicago depended on alcohol,and Capone made it easily accessible for them. For his acts of kindness, he never expected to receive anything in return. Al Capone did may things out of kindness, and was always ready to help people who needed help.(Eric Szandzik,N/A for year) Although many people were unhappy with the act being passed,Andrew Volstead, who was the judiciary chairman at the time, defended it by saying that the people didn’t want liquor s old in stores. The American people,were the ones who almost unanimously passed this constitutional amendment. Despite his argument this, the amendment ended up be repealed, and everyone went back to drinking alcohol. Many people were happy with this change, and many thought that it was for the better. When they passed the prohibition law, a lot of problems came in its wake. Al Capone was seen as one of those problems for many people.The passing of this law was seen as a good thing, however since alcohol became legal, Al Capones business would eventually deteriorate.(n/a for author and date) Before the Volstead act was repealed,there were manyShow MoreRelatedThe God of Small Things Book Analysis1593 Words   |  7 Pagesgo with Babu, their father who has left them. When he returns to Ayemenem, Rahel also returns because they have a special bond. Their mother is referred to as Ammu. She raises her children well with structure. Ammu has an affair with Velutha, an untouchable, getting her banished from her home. Velutha is a servant in the Ayemenem home, aand the twins grow to admire him. Mammachi is the twins’ grandmother; she does not talk much, but often plays the violin. 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5 Ways to Deal With Difficult Students

Dealing with constant disruption and misbehavior can make the already-intense demands of teaching all the more challenging. Even the most effective teachers often struggle to choose disciplinary techniques that get the job done. The goal is to spend less time reprimanding difficult students and more time motivating and encouraging your class but this simply isnt possible if you dont have a plan in place for setting expectations and following through. When your behavior management system doesnt seem to be cutting it, keep these tips in mind. Define Expectations Clearly state your expectations for all students and be explicit about what good behavior entails. Your students must understand the consequences of behavior that does not meet expectations and know that they will be held accountable when they do not follow the rules. Get your students to help you write rules for behavior and sign an agreement at the beginning of the year to make them feel more responsible for upholding high standards. Write these out and display them in the classroom. Some rules are universally true in almost all schools. Remember to include expectations about being courteous to others, respecting teachers and school property, and waiting for instructions before acting in your list. Justify Expectations Just as important as setting clear expectations is explaining why expectations are in place. No, you dont have to justify your choices to students but part of your job as a teacher is to help children understand why rules exist both in and out of the classroom. Because I said so, and, Just do it, are not explanations that will help them understand. Teach students that behavioral expectations are not in place simply because you want them to be. Rules for behavior are designed to keep them safe and make school more productive—adhering to them removes the need for discipline and enables healthy relationships between a teacher and their students. Have a constructive conversation with your whole class about why good behavior benefits everyone. Enforce Expectations Once youve laid out expectations, model the behavior you are looking for. Provide a few examples of how to act in different scenarios so that students are clear on what is expected. Only after you have done this can you begin to enforce the rules. Remember: Rules for behavior should not be about what you like. Never tell a student that you like or dont like what they are doing—this implies that good behavior is meant only to please you and nullifies the purpose of rules entirely. When dealing with students who challenge expectations, explain why their behavior is harmful to themselves and others, then work with them to correct it. Never humiliate or publicly scorn a student that is making poor choices. Instead, educate them about how their choices affect the class and be patient as they learn. Try a behavior management plan for routine rule-breakers to track progress and call attention to issues. Praise Good Behavior Behavior management should involve praising good behavior just as much as—if not more—it involves reprimanding students that are out of line. This encouragement is crucial to motivating students. If success is not appreciated, there is little reason to put effort into achieving it. Always notice and lift up students that set good examples for the rest of the class, even if they are just doing what is expected of them. Establish a classroom culture that celebrates good behavior and have a system in place for how students will be recognized when they meet or go above and beyond expectations. Your students will want to be a part of the winners circle and youll find yourself disciplining less when the class sees that hard work doesnt go unnoticed. Stay Calm Frustration and anger are natural responses to stressors like misbehavior but your job as a teacher is to remain cool and collected, during these instances more than ever. Your students count on you to guide them and be a role model even when they are acting out. Take a deep breath and remove yourself (or a student) from any situation where you fear that your emotions will get the best of you. Remember that all children come from very different backgrounds and carry very different baggage, so some might require a good deal of correcting before they catch on. The ultimate way to show a student how you want them to behave is by modeling appropriate behavior and reactions in times of vulnerability. Family Communication is Key Get families involved. There are a number of reasons for a child to misbehave in school that you could never be aware of without help. By communicating your concerns to parents, you may discover that something completely out of your control is affecting a student. Keep families informed about their childs behavior and lean on them for support. Always highlight positive behavior and improvement as well. Choose your words carefully and never pass judgment. Be objective about what you notice and give examples. Parents might feel defensive when you broach this subject—approach the conversation with care so that an agreement can be reached about how to proceed. A student might require accommodations or modifications to be able to meet expectations and families are your greatest resource for understanding these needs.

The History of Policing Free Essays

The history of policing in the United States is broke down into three general eras they are the political era from 1840 to1930, the reform era from 1930 to 1980 and the community era from 1980 to present. As we look at these eras we find that some of the tactics and policies that were effective in one era were quite ineffective in another or in contrast that some tactics that were thought ineffective are now being considered necessary for an effective and productive police force. In the political era officers were appointed by politicians and would remain loyal to those who appointed them. We will write a custom essay sample on The History of Policing or any similar topic only for you Order Now In this era officers provided several services that would include running soup lines, helping immigrants find jobs and establish themselves, the officers would at times allow new immigrants temporary housing in the station house. The main means of patrolling their beat was on foot. These officers would also live in the neighborhoods that they patrolled this would prove to be both beneficial and detrimental. The beneficial part was that they knew their neighborhood they had a personal stake in maintaining order. The detrimental part was that they had a tendency to keep those who â€Å"did not belong† or â€Å"strangers† out of the neighborhood by using â€Å"Curbstone justice† this often resulted in discrimination. In the reform era the public grow tired of the corruption, brutality and unfairness of police forces and wanted to follow J. Edgar Hoover’s reform of the Bureau of Investigation. Those that wanted these changes became known as â€Å"reformers† and they demanded change, they saw politicians as the problem with policing and wanted to remove the ties between politics and police. These reformers began to get changes made across the country things like civil service exams, making it illegal for an officer to live in the area that he patrolled and making changes to how the chief of police was hired or fired. Changes were also made to the why officers did their jobs and even what their jobs were. Police focused on law enforcement and controlling crime all of the other duties became Social work. This system removed foot patrols and wanted officers to be distant and removed from the communities they served, the belief was that this would enable them to administer the law in an objective manner. In 1967 the â€Å"President’s Commission on Law Enforcement and Administration of Justice ratified this orientation: heretofore, Police had been conceptualized as an agency of urban government; the President’s Commission reconceptualized them as part of the Criminal Justice System.† The community era started in the 1980’s however the research that much of this era is based on began in the late 1970’s in places like Flint Michigan were foot patrols were brought back throughout the city. The city even voted twice to raise taxes in order to maintain the foot patrols. The result of the foot patrols were â€Å"reduced fear, increased citizen satisfaction with police and increased morale and job satisfaction of the officers.† Other programs like the â€Å"Safe and Clean Neighborhood Program† in New Jersey had similar success. Research also showed that increasing other types of patrols that focus on police-citizen interactions also had similar results. These studies lead to a new way of policing referred to as community policing. This new tactic put officers back in the communities and changed what was expected of them. Officers were now tasked with maintaining order, negotiating conflicts and solving community problems these tasks require neighborhood and community involvement. Community policing encourages people to bring problems to an officer or to a local police station and gives the officer and the station the ability to devise and implement solutions, it is also a strategy that allows officers to learn what is expected or wanted by their community then gives the officer the ability to deliver results that will meet these expectations. The intension is to deliver on what the community wants and in turn gain the trust and cooperation of the community, this trust and cooperation will in turn reduce crime and gain effective information from the community when needed to solve crime.The history of policing in the United States has gone through several changes since the political era of the 1840’s. With wide spread changes made in the reform era of the 1930’s that took police away from the community and kept them distant from those that they served. It took research conducted in the late 1970’s and early 1980’s to discover that better information on crime and criminals could be obtained by police from citizens and that patrol officers were in the best position to obtain this information. This research has lead to the community policing that we see in today’s police departments. How to cite The History of Policing, Papers

Services Essay Example

Services Essay McGraw-Hill/Irwin Copyright  © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 2-2 Variations of the Gaps Model Five Service Quality Gaps Variations of the Gaps Model Six Service Quality Gaps Variations of the Gaps Model 13 Service Quality Gaps (Gaps Model gone wild) Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality ? The Customer Gap ? (Sometimes referred to as Gap 5) 2 ? The Provider Gaps: ? Gap 1 – The Listening Gap ? not knowing what customers expect Gap 2 – The Service Design and Standards Gap ? not having the right service designs and standards ? Gap 3 – The Service Performance Gap ? not delivering to service standards ? Gap 4 – The Communication Gap ? not matching performance to promises ? Putting It All Together: Closing the Gaps 2-6 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ The Customer Gap Chapter 3 – Customer Expectations of Service Chapter 4 – Customer Perceptions of Service 2-7 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 1 – Not Knowing What Customers Expect (The Knowledge Gap) Chapter 5 – Listening to Customers through Research Chapter 6 – Building Customer Relationships Chapter 7 – Service Recovery 2-8 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ Gap 2 – Not Having the Right Service Quality Designs and Standards (The Service Design and Standards Gap) Chapter 8 – Service Innovation and Design Chapter 9– Customer-Defined Service Standards Chapter 10 – Physical Evidence and the Servicescape 2-9 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 3 – Not Delivering to Service Standards (The Service Performance Gap) Chapter 11 – Employees’ Roles in Service Delivery Chapter 12 – Customers’ Roles in Service Delivery Chapter 13 – Managing Demand and Capacity 2-10 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 4 – Not Matching Performance to Promises (The Communication Gap) Chapter 14 – Integrated Service marketing Communications Chapter 15 – Pricing of Services 2-11 Objectives for Chapter 2: The Gaps Model of Service Quality ? Introduce the framework, called the gaps model of service quality, used to organize this textbook. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. ? Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions. ? Show that four gaps that occur in companies, which w e call provider gaps, are responsible for the customer gap. ? Identify the factors responsible for each of the four provider gaps. 2-12 Gaps Model of Service Quality 2-13 The Customer Gap Think about a service you receive. Is there a gap between your expectations and perceptions of that service? We will write a custom essay sample on Services specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Services specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Services specifically for you FOR ONLY $16.38 $13.9/page Hire Writer What do you expect that you do not receive? 2-14 Key Factors Leading to the Customer Gap Customer Gap Customer Expectations ? Provider Gap 1: Not knowing what customers expect ? Provider Gap 2: Not selecting the right service designs and standards ? Provider Gap 3: Not delivering to service standards ? Provider Gap 4: Not matching performance to promises Customer Perceptions 2-15 Gaps Model of Service Quality ? Customer Gap: ? difference between customer expectations and perceptions ? Provider Gap 1 (Listening Gap): ? not knowing what customers expect ? Provider Gap 2 (Service Design Standards Gap): not having the right service designs and standards ? Provider Gap 3 (Service Performance Gap): ? not delivering to service standards ? Provider Gap 4 (Communication Gap): ? not matching performance to promises 2-16 Provider Gap 1 CUSTOMER Customer expectations Perceived Service COMPANY Gap 1: The Listening Gap Company perceptions of customer expectations 2-17 Key Factors Leading to Provi der Gap 1 2-18 Provider Gap 2 CUSTOMER COMPANY Customer-driven service designs and standards Gap 2: The Service Design and Standards Gap Company perceptions of customer expectations 2-19 Key Factors Leading to Provider Gap 2 2-20 Provider Gap 3 CUSTOMER COMPANY Service delivery Customer-driven service designs and standards Gap 3: The Service Performance Gap 2-21 Key Factors Leading to Provider Gap 3 2-22 Provider Gap 4 CUSTOMER COMPANY Gap 4: The Communication Gap External Service delivery communications to customers 2-23 Key Factors Leading to Provider Gap 4 2-24 Gaps Model of Service Quality 2-25 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? 2-26 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? †¢ I wish my oil change service could be done at my home, or where I work, so that I would not have to drive to a specific location and wait in line. †¢ I wish my dry cleaning service would pick up clothes from my home and deliver them to my home. †¢ I wish my bank would allow me to make additional mortgage payments (or, student loan payments) online rather than having to physically go into the bank and execute a teller-assisted transaction. †¢ I wish my gas station would check under the hood of my car like they used to do many years ago. -27 Gaps Model of Service Quality †¢ If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? †¢ Why? †¢ In what order would you proceed to close the gaps? 2-28 Gaps Model of Service Quality If you were the manager of a service organization and wanted to apply the gaps model t o improve service, which gap would you start with? Why? In what order would you proceed to close the gaps? The most efficient way to use the gaps model is to begin with provider gap 1, determining what customer expectations are. This allows the company to concentrate on the factors that will have the greatest impact on improving service quality. Following the gap 1 with gap 2, then gap 3 is the best progression. Gap 2 ideally would result in service design and service standards that are based on gap 1’s findings about customer expectations. Then gap 3, the most complicated gap to close, would be informed by what is found in the first two gaps. 2-29 Gaps Model of Service Quality †¢ Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? †¢ How? 2-30 Gaps Model of Service Quality Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? How? Gap 4, which deals with lowering customer expectations, can be closed at any time. While the first three gaps are concerned with raising company performance to meet expectations, gap 4 aims to lower customer expectations to meet perceptions. The two approaches to closing the customer gap operate on different principles and therefore can occur independently. Incidentally, closing gap 4 can be more economical than closing the other gaps. 2-31 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? †¢ Why? 2-32 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? Why? Gap 3 is the hardest to close because it requires coordination of all of the human resources issues in a company—training, incentives, communication, hiring, teamwork, and empowerment. Changing any one of these is difficult but changing them all, and getting them coordinated with each other, is extremely challenging. In addition to the employee factors that must be considered in closing gap 3, the customer must be managed. -33 DETERMINANTS OF PERCEIVED SERVICE QUALITY Ways to Use Gap Analysis ? Overall Strategic Assessment: ? How are we doing overall in meeting or exceeding customer expectations? ? How are we doing overall in closing the four company gaps? ? Which gaps represent our strengths and where are our weaknesses? 2-35 Ways to Use Gap Analysis ? Specific Service Implementation ? Who is the customer? What is the service? ? Are we consistently meeting/exceeding customer expectations with this service? ? If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service. ) 2-36