Writting assingment on john wycliffe (argument ) Essay

Writting assingment on john wycliffe (argument ) - Essay Example The childhood life and the environment in which John Wycliffe grew shaped his future life. According to Roberts, the birth date of Wycliffe is estimated to be around 1330 and he grew up in Yorkshire, England (1). During this period, the clergy people had great influence in the community and flourished an expensive life compared to the other citizens. It is these scenarios that influenced Wycliffe to become an anticlerical supporter in the world of religion. Roberts further states that Wycliffe was interested in studying English and was also interested in the matters of spirituality (1). These passions exhibited by Wycliffe at his tender age were reflected in his life at latter years. For instance, Wycliffe was motivated to study theology at Rector of Fillingham College and also contributed to the bible translation into other vernacular languages (Roberts). These kinds of activities require people with passion to learn and exercise their writing skills. It is after his studies and interaction with the clergy people that Wycliffe clearly understood and influenced his civilization concerning the Holy Scriptures and the conduct of the church leaders. Because of his spirituality and involvement in various church activities, Wycliffe was supported by the church for his further studies in Oxford University. Wholesome Words Organization cites that John Wycliffe once served at the parish of Ludgershall (1). This indicates that Wycliffe real life experience of the functioning of church in England. Moreover, Farley explains how Wycliffe was directly involved in the spread of the gospel. However, it is after joining the Oxford University as a scholar that Wycliff started attacking the Catholic clergy for practicing the ‘wrong’ approach in Christianity. It is also at this time that he became closer to the son of King Edward III and therefore received

RETIREMENT ASSIGNMENT Essay Example | Topics and Well Written Essays - 1250 words

RETIREMENT ASSIGNMENT - Essay Example (Show how you calculated your ending salary and the number that you calculated. Then answer the question about your desired retirement income.) Many financial planners suggest that retirement income (from all sources) should be from 70% to 100% of the salary one had in the last year before they retire. How large will your portfolio have to be (when you retire) to provide your desired standard of living? This problem asks how much money you must accumulate (PVA) by the time you retire or are done working to live for n years, on a retirement income of (PMT) per year if you earn interest rate i. For example, imagine somebody about to retire today, who assumes that they are going to live for n=20 years, wants an income (PMT) = $200,000 per year during their retirement and their annuity earns i = 10% interest: Or, verbally, if this person had a portfolio of $1,702,712 on the day they retired, if they lived for another 20 years, and earned 10%, their annuity would pay $200,000 per year, and there will be nothing left when the person died. (Remember this example is for today: Your number will be much larger because your retirement will take place almost 50 years from now.) Value of Defined Benefit Plan with Single Employer: Suppose you take your first job with an employer that offers a defined benefit retirement plan and a beginning salary of $54,000/yr. Suppose also that you average 5.0% raises every year and that you stay with the same employer for all 48 years of your career. Note that during your 48-year career, you will receive 47 raises, the last of which happens on your last working day, which is also your 70th birthday. (No matter your current age, consider that you start working at age 22, and retire at 70). Assume a salary of $54,000 in the first year and an inflation rate of 2.0%. c. Assuming that the employer’s defined benefit plan pays 1.25% of ending salary per year of employment, what

The Mexican-American War Essay Example | Topics and Well Written Essays - 250 words

The Mexican-American War - Essay Example The northerners who were partial to free labor quarreled with the southerners who desired to expand slavery over the fate of the new lands. Congressman David Wilmot’s proviso that barred slavery in the new lands was supported by the northern Democrats but objected to by the southerners. These disagreements were sorted out in the compromise of 1850 that accepted California as a free state, ending slave trade in Washington D.C, solving the boundary quarrel between Texas and New Mexico, easing Southerners ability to recapture fugitive slaves and formation of Utah and New Mexico regions with issues regarding slavery in each to be settled by popular sovereignty (Singletary).  Capital punishment has been abolished in many countries across Europe, Latin America although it is still retained in some parts of Asia and Africa. In non-democratic countAfrica.pecially in the Middle East, capital punishment is still quite common. Capital punishment is usually given for murder, treason and in Muslim countries, it is also given for sexual and, religious crimes. In China, the death penalty could be given for corruption and other serious offenses. In countries where capital punishment has been banned, the punishment is usually considered as a human rights issue and opponents of capital punishment argue that capital punishment does not deter criminals and the poor or minority are sometimes wrongfully convicted.

Writting assingment on john wycliffe (argument ) Essay

Writting assingment on john wycliffe (argument ) - Essay Example The childhood life and the environment in which John Wycliffe grew shaped his future life. According to Roberts, the birth date of Wycliffe is estimated to be around 1330 and he grew up in Yorkshire, England (1). During this period, the clergy people had great influence in the community and flourished an expensive life compared to the other citizens. It is these scenarios that influenced Wycliffe to become an anticlerical supporter in the world of religion. Roberts further states that Wycliffe was interested in studying English and was also interested in the matters of spirituality (1). These passions exhibited by Wycliffe at his tender age were reflected in his life at latter years. For instance, Wycliffe was motivated to study theology at Rector of Fillingham College and also contributed to the bible translation into other vernacular languages (Roberts). These kinds of activities require people with passion to learn and exercise their writing skills. It is after his studies and interaction with the clergy people that Wycliffe clearly understood and influenced his civilization concerning the Holy Scriptures and the conduct of the church leaders. Because of his spirituality and involvement in various church activities, Wycliffe was supported by the church for his further studies in Oxford University. Wholesome Words Organization cites that John Wycliffe once served at the parish of Ludgershall (1). This indicates that Wycliffe real life experience of the functioning of church in England. Moreover, Farley explains how Wycliffe was directly involved in the spread of the gospel. However, it is after joining the Oxford University as a scholar that Wycliff started attacking the Catholic clergy for practicing the ‘wrong’ approach in Christianity. It is also at this time that he became closer to the son of King Edward III and therefore received

The Mexican-American War Essay Example | Topics and Well Written Essays - 250 words

The Mexican-American War - Essay Example The northerners who were partial to free labor quarreled with the southerners who desired to expand slavery over the fate of the new lands. Congressman David Wilmot’s proviso that barred slavery in the new lands was supported by the northern Democrats but objected to by the southerners. These disagreements were sorted out in the compromise of 1850 that accepted California as a free state, ending slave trade in Washington D.C, solving the boundary quarrel between Texas and New Mexico, easing Southerners ability to recapture fugitive slaves and formation of Utah and New Mexico regions with issues regarding slavery in each to be settled by popular sovereignty (Singletary).  Capital punishment has been abolished in many countries across Europe, Latin America although it is still retained in some parts of Asia and Africa. In non-democratic countAfrica.pecially in the Middle East, capital punishment is still quite common. Capital punishment is usually given for murder, treason and in Muslim countries, it is also given for sexual and, religious crimes. In China, the death penalty could be given for corruption and other serious offenses. In countries where capital punishment has been banned, the punishment is usually considered as a human rights issue and opponents of capital punishment argue that capital punishment does not deter criminals and the poor or minority are sometimes wrongfully convicted.

Work-life balance Essay Example for Free

Work-life balance Essay Changes in relationships do not necessarily mean turbulence- even the most stable relationships go through constant changes. These changes are manifest in the smallest of gestures and interactions amongst people. The reactions, pro-actions or interactions may be between couples, parents, siblings, extended family, generations of grandparents, in-laws, cousins, on the family side, and boss, colleagues and subordinates, business partners, other stakeholders on the official or work side. Each action impacts a relationship either negatively or positively- each action process allows us to link our lives to one another. In short, this is the crux of the paragraphs that follow. Broadly, there are five everyday processes that can be instrumental in linking our lives to one another. These include routines for contact, common involvements, and pattern of interactions, everyday talk and reflection. Each of these requires day to day communication which provides the vital link to create and sustain the fragile fabric of personal relationships. Enduring personal relationships are formed when these vital everyday links are positive and in good health- it does not take an extraordinary circumstance or event to change relationships- at best it may be a spark to the build up that has happened as a result of everyday interactions. The essay titled, â€Å"The Everyday Accomplishment of Work and Family: Exploring Practical Actions in Daily Routines† by Caryn E. Medved, Communications Scholar, Ohio University, which is a part of the suggested reading focuses on the challenges of work and family in our daily lives; and studies women in minute detail through a survey which researches the micro practices of navigating and negotiating daily work and family life. The responses to the survey questionnaire help us examine how the women play their taken for granted roles of managing work and family. Responses highlight startling facts in relationship maintenance and repair amongst the dual career couples. Whether they engage in interaction communication patterns involving variables such as gender and emotions, or workplace interaction, which may even include efforts or signals for social change ( â€Å"frame bending†, as the author calls it), brought about by family routine needs, each respondent evidently looks at restructuring actions like negotiating, deliberating, seeking alternatives. This is done in order to prevent interruption in daily family routine, or to handle changes on the home which may hamper the process of keeping up the routine at work. During workplace interaction, the same actions or tactics may be used to balance out the relationship imperatives while at work. It is observed that in families, children feature topmost in the consideration set of some or all of the above actions. Routinizing actions like connecting, alternating, prepping and reciprocating, which are designated and carried out as per need and aptitude of the doer, or improvising actions like requesting assistance, trading off or even evading in order to maintain routine action and interaction at the required level whether at home or at work, all work on common sense assumptions which indicate the way forward. There are times when women decide to use â€Å"strategic ambiguity† (Eisenberg. 1984. Pages 227-242) to get out of tricky situations- ‘I don’t know’ is the safest answer to manage expectations and keep the relationship going, when one is not sure. Between workers on a lateral level, as well as spouses, this is very common- a bit of ambiguity and expression of helplessness helps to tide over a demanding query or situation. In my opinion, ambiguity is the culprit, not the solution- a near definite answer helps people to understand each other better and there are no grey areas, which are the starting point of dissent in relationships. What is surprising to note from the interpreted data is the fact that mundane chores which are seemingly innocuous, are so important to ensure proper navigation of everyday achievements of work and family lives. Prepping, for example, which means preparing for the next morning, can be a spoke in the wheel of smooth communication and relationship if not handled well- women seem to do most of the prepping for reasons including their love for meticulously coordinated activity, organized morning chores, less confusion, more time for spouse and children, among others. Reasons why men are not so fond of prepping include their indifference for neatness and coordination, their habit of relaxing after office and non involvement with the backend chores for children. They are good fathers nonetheless in that they indulge in outdoor activities with their offspring, buy them gifts and drive them to school. An element of emotion runs through the entire response analysis, both positive and negative, therefore each interpretation needs to be evaluated against scientific benchmarks which rely on biological differences, socio-economic conditions, work culture, even religion at times. It is not to be presupposed that all the interactions proposed and described above ensure smooth daily work and family life. An element of conflict exists, for the resolution of which, the study states communication as action embedded in the process of managing work and family responsibilities. Effective two way communication is the key to successfully managing work- family life balance. Balance and conflict are dynamic- and they both co-exist. The study has not been able to bring out this aspect of human relationships succinctly. The study while addressing inputs from women, chooses to completely ignore the male viewpoints. The biological difference certainly has a bearing on each gender’s role in maintaining work life balance; the study appears skewed towards feminine interpretations. There is also a need to study how single parents, gays, lesbians, the working poor manage their work – family relationships. In the study by Medved, family is taken as a nuclear unit- there is no mention of the extended family, which includes grandparents, uncles and aunts, cousins, brothers, sisters, friends. We understand that no one lives in isolation, therefore, the work- family balance is certainly impacted by all the relationships mentioned above at some point in time. A purely feminist interpretation angle would play havoc with the data gathered in the study- it would champion the women by and large, and make men the villains of the piece! In conclusion, the study has certainly highlighted very critical aspects of human relationships- in current times, with professionalism equating men and women and gender parity being the new mantra, the study establishes the basic foundation of a successful work- life balance which helps improve performance, leading to efficiencies and creates opportunities to grow as successful professionals as well as human beings. References Eisenberg, E. M. Ambiguity as Strategy in Organizational Communication. Communication Monographs Published in 1984. Medved, Caryn E. The Everyday Accomplishment of Work and Family: Exploring Practical Actions in Daily Routines Published in 2002.

What Determines A Good Service Encounter?

What Determines A Good Service Encounter? When giving examples of my service encounter I will, each time try to explain the reasons for my service encounter, a brief description of what the firm did and provided for myself, my level of satisfaction through a rating system between one to seven, from lowest to highest possible satisfaction, and lastly my reasons for this satisfaction rating. I feel this information will allow me to most effectively analyse the service encounter, and identify the determinants of a good service encounter whilst allowing me to compare different service encounters. I will firstly look towards the 7ps concept (Booms and Bitner 1982) which is an extended version of the marketing mix. What is crucial here, for the purpose of the essay, is determining if some Ps are more important than other Ps in terms of having a greater impact on a service encounter outcome. I will therefore proceed through each P, systematically and in turn evaluate its importance in determining a good or bad service encounter. The introductory marketing texts suggest that all parts of the marketing mix (4Ps) are equally important, since a deficiency in any one can mean failure (Kellerman, Gordon and Hekmat, 1995). Number of studies of industrial marketers and purchasers indicated that the marketing mix components differ significantly in importance (Jackson, Burdick and Keith, 1985). Robicheaux (1976) found that key marketing policies had changed significantly. Pricing was considered the most important marketing activity in Robicheauxs (1976) survey, although it ranked only sixth in Udells (1964) survey. Udell (1968) found that sales efforts were rated as most important, followed by product efforts, pricing, and distribution. LaLonde (1977) found product related criteria to be most important, followed by distribution, price, and promotion. Perreault and Russ (1976) found that product quality was considered most important, followed by distribution service and price. Thus, it appears from the studies above that business executives do not really view the Ps as being equally important, but consider the price and product components to be the most important (Kellerman, Gordon and Hekmat, 1995). Brunner (1989) argues that the marketing mix should be extended to include more factors affecting the services marketing and thus actually becoming mixes themselves. He provides examples of Concept Mix, Cost Mix, Channels Mix and the Communication Mix So far we have mainly touched on the 4 core Ps but what Ps can affect and determine the outcome of a service encounter? Fryar (1991) argues that differentiation and segmentation is the basis of a successful service. Further, the personal relationship with the customer and quality of the service are important elements of the service marketing. This may be referring to the extended Ps of the marketing mix. Heuvel (1993)seems to agree with Fryar stating that Interaction between the one delivering the service and the customer is very important and has direct effect on the service quality and quality perception. He goes on further to state that the Product element can be better demonstrated as having two components, the primary and secondary service elements as well as the process. Both Heuvel and Fryar seem to be heavily referring to the People and physical Ps of the extended marketing mix (Grove et al. 2000) compares service marketing to a theatrical production. How the service is performed is as important as what is performed. The critical factor is therefore the customer experience. He goes on to state that the traditional Marketing Mix does not adequately capture the special circumstances that are present when marketing a service product. As such it could be concluded that the 4Ps for the purpose of service marketing and thus as a determinate of a service encounter can be seen as outdated. Rafiq and Ahmed (1995) state that 7Ps is more comprehensive, greater refined and includes important participants such as people and process. For the purpose of Service encounters the three new Ps of People, Process and Physical design can be seen as equally if not more important than the four core Ps. This can be supported through the extended Ps widespread acceptance in recent years The customer satisfaction Kano model helps to understand and evaluate consumer acceptance and satisfaction, and can be used in many different disciplines. The model classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction (Kano, Seraku et al. 1996). According to the model, there are three types of product attributes that fulfil customer satisfaction to a different degree: 1) basic or expected attributes, 2) performance or spoken attributes, and 3) surprise and delight attributes. A competitive product or service meets basic expected attributes, maximises performances attributes, and includes as many delighted attributes as financially feasible. In the model, the customer endeavours to move away from having unfulfilled desires. The basic or attributes are basic attributes, which customers take for granted and are not worth mentioning due to their obviousness. While the presence of these attributes is not really taken into account, the nonexistence of these attributes could be very dissatisfying for the customer. The performance or spoken attributes are those voiced by customers in what they are wanting from the product. These requirements can satisfy or dissatisfy consumer depending on the level of their satisfaction by a product or a service. The surprise and delight attributes if present can excite the customer, but their absence does not dissatisfy, as customers do not expect them. A competitive advantage can be achieved through successful use of both expected and exciting attributes Kanos model of customer satisfaction will now be looked at. According to various researchers, product life cycles are getting shorter, thus businesses are looking for ways to reduce product development time and to introduce their products to the market more quickly and efficiently (Tan , 2000) Further, in many of the competitive markets, customers are getting more selective, demanding greater features in products and services. As a result, identifying customer needs and transferring this information through to the product design stage is imperative for any business to be able to stay competitive in the market (Sireli et al., 2003, Tontini, 2003,) Kanos model helps deal with these new trends and in turn hopes to meet customer requirements in the most efficient and effective way Through traditional customer satisfaction tools, used to evaluate customer feedback, a strong correlation is assumed between product performance and customer satisfaction. For example, customer satisfaction is assumed to increase or decrease proportionally to the product performance improving or deteriorating respectively (Huiskonen and Pirttila, 1998). However according to Mazler, increasing fulfillment of customer expectations does not always mean a proportional increase in customer satisfaction as this change also depends on the type of expectation (Matzler et al., 1996). The different types of customer expectations can have different effects on customer satisfaction fulfillment. Kanos model of customer satisfaction tries to address this issue in providing particular types to each expectation such as attractive and indifferent. This can help companys understand the customer requirements. SERVQUAL can be used to determine if there are any differences between perceptions and expectations and if so whether this difference (if it was positive) contributed to a happy service encounter. SERVQUAL can only be defined in a consumers mind as it is a psychological difference between perceptions and expectations. Gronroos (1982) suggests that the perceived quality of a service is the result of an evaluation procedure whereby customers compare their perceptions of service quality delivery and the outcome against what they expected . Expectations can be can be defined as the customers frame of reference with respect to a product/service that allows anticipation of product/ service performance (Bitner et al. 1990). Due to the fact that the model involves perception it means judgment may differ among individuals and thus could be based on the cultural framework that the person brings to the encounter (Ueltschy et al., 2007). While customers can judge the quality of manufacturing goods in terms of functions and standards, they may find it difficult to measure service quality because they have to assess not only the outcome of the service, but more importantly the process of the delivery of that service. Therefore, before customers purchase a service, they have expectations about service quality that can be based on a number of variables such as word-of mouth recommendations, individual needs, past experiences and a service providers marketing communications (Parasuraman et al., 1988). Parasuraman et al., (1988; 1991) attempts to define the dimensions of service quality. Five major dimensions have be identified, namely reliability, responsiveness, assurance, tangibles and empathy. Reliability is the ability to execute the service as promised. Responsiveness refers to the willingness in providing the service. Assurance concerns the politeness in delivering the services and trustworthiness expressed to customers. Empathy can be defined as the understanding of customers specific requirements and their individual needs. Finally, tangibles include the physical evidence of the service such as facilities and personnel. It has been widely accepted that these dimensions of SERVQUAL are able to capture the construct of service encounter quality (Raajpoot 2004). The concept of customer relationship management will now be looked at which has emerged from relationship marketing. There is no doubt that in recent years there has been a greater emphasis on customer relationship management then ever but why is this? And is relationship marketing that important with regards to a service encounter? The emphasis on customer relationship management could be attributed to technological advancements which have allowed businesss to create increasingly intimate relationships with their customers. ÃÆ'-sterle (2002) suggests that electronic commerce, supply chain management, one-on-one marketing [and] customer profiling to name a few are developments which can be attributed to the dramatic changes in the supplier-customer relationship observed. It is this amalgamation of business functions which could loosely be referred to as modern customer relationship management. Stone et al. (2000) asserts that the concept of RM always included a very strong focus on the consumer. But possibly, CRM takes this a step further in its integration of business functions which contribute to value maximising services for the consumer via the management of customer relationships, and in turn increasing customer retention Relationship marketing has been successful in creating strong relationships with customers on a large scale. The technique has traditionally looked to apply its marketing communications to its customers depending on their relative needs. This entails customising marketing and product/service offerings to the various individual consumer groups to create a more personalised service as well as to develop a relationship based on interactivity. CRM, on the other hand, provides more to the individual marketing needs. This is due in the main part to the technology to make such a system technically and economically feasible (ÃÆ'-sterle 2002), organisations are now able to further customise their marketing and product offerings, not just to groups but to individuals themselves. This has meant there is no longer a need for customers to be grouped together into lifecycles with others, as businesss can mould their services around individual requirements. As such it can be concluded that CRM is an evolution of RM and has utilised advanced technology as an instrument to meet and surpass individual customer requirements. Discussion Section I will first mention my service encounter with Dominos pizza; in short I was throwing a small party with my friends from home as I had recently returned from university. My freinds were very hungry and fancied some fast food that wouldnt be too expensive. Thus I ordered three large pizzas over the phone. I was very happy with the service encounter and would rate it at a six. My high satisfaction from this service encounter can be attributed to the following. Firstly when I phoned up Dominos pizza the staffs were very friendly and polite, swiftly taking my order. We were also informed on the phone about a seasonal special offer that was ongoing at the time. This special offer allowed us to reduce our expenditure on the Pizzas which surpassed my expectations of what I thought would be the price. The pizza was then delivered to us within thirty minutes, as promised and was absolutely delicious and still fresh. Thus, I would be very happy to order from Dominos Pizza again; however I was initially put on hold for three minutes which is why I am not rating the encounter at a seven. This nearly left me hanging up the phone and browsing for a close competitor, which of course would have been detrimental to Dominos Pizza. I will first look towards the 7ps concept (Booms and Bitner 1982) to determine why and how a good service encounter has occurred. Clearly the price had a major impact on our decision to choose Dominos Pizza. It can be see that Dominos pricing scheme is competition based, due to the high competitiveness of this industry driving the prices down. However our decision to buy from Dominos pizza was not solely based on the price, as we had options to look for a cheaper competitor. What did determine why we decided to choose Dominos Pizza was based on the brand name, reputation it holds, convenience and peoples past experiences with Dominos Pizza. The convenience and price alone would not have persuaded us to buy from Dominos Pizza thus the main determinant of why we purchased from Dominos Pizza could be accredited to the brand name. But what actually determined a good service encounter? One must look further and concentrate on the extended Ps, namely People, Physical Evidence and Processes . The personnel on the phone and the friendly delivery staff certainly contributed towards a good service encounter. The staff taking my order were clearly well trained and well informed, providing me information on the latest deals and being polite. The process was a high determinate of a happy service encounter. The Pizza was delivered within thirty minutes; failure to do so may have meant unhappy hungry customers who would not have been willing to repeat purchase from Dominos Pizza. Indeed the three minute wait I needed to endure on the phone nearly left me hanging up and not completing the service encounter. The physical evidence is not really relevant to this service encounter. It can be seen that the fast process, polite personnel, product and place (convenience) contributed greatest to a happy service encounter from the 7ps perspective. SERVQUAL will now be used to determine if there were any differences between perceptions and expectations and if so whether this difference (if it was positive) contributed to a happy service encounter. SERVQUAL can only be defined in a consumers mind; it is a psychological difference between perceptions and expectations. The SQ can be measured using Parasuraman et al.s (1985) Gaps Model. The Gaps model is made up of five so called gaps. Firstly, the knowledge gap is the difference between what customers want and managers think customers want. In this case as customers, we wanted a tasty pizza delivered to our door within a reasonable time at a reasonable cost. We got everything we wanted, thus it would appear that there was no knowledge gap. However being put on hold for three minutes could be seen as a slight knowledge gap which may have been detrimental to Dominos pizza. This knowledge gap could have been caused by the manager not hiring enough or enough productive staff. The standards gap is the gap between managements perception of customer expectations and actual results for the service delivery. In this case there is probably a positive gap. Although Dominos pizza stated the pizza would be delivered within thirty minutes we didnt actually believe it. Thus the actual delivery outweighed our expectations and can be seen as a positive gap. Gap 3 Delivery gap The promises of a delicious pizza and a fast delivery were fulfilled and thus we were happy and didnt have any quarms. From the above it can be seen there were little if any gaps between our expectations and what was delivered and this clearly heavily contributed to a happy service encounter. The customer satisfaction Kano Model will be now be used to determine how Dominos Pizza satisfied us. Kano uses three types of relationships between attributes and the levels of customer satisfaction they generate. We must determine which attributes account for the largest proportion of customer satisfaction. The first type of attribute is the must have attributes. These are expected by the customer, all our must haves were met by Dominos Pizza. The linear satisfier attributes keep the customer satisfied, the delighter attributes are not expected or required, but help create customer satisfaction and can make the difference in brand choice for a consumer especially in competitive markets. The convenience, speed of delivery and tastiness of the pizza could come under the heading of linear satisfiers. The polite personnel over the phone and great offers provided on the phone can be seen as delighter types of attributes and most contributed to my happiness on dealing with Dominos Pizza, further it was these delighters which have made me want to repeat purchase from Dominos in the future. From using the relevant theories it can quite clearly be seen that the main determinants of a good service encounter which Dominos Pizza offered was the speed of the delivery, the special offers that ensured the price of the pizzas were less than first expected and the freshness of the pizzas which can be related to the speed of delivery. Thus, a manager working in the take-away service industry should ensure that his /her staffs are well trained and informed to not only take peoples orders over the phone but to answer peoples queries and provide information on ongoing special offers. A manager should also ensure there is an efficient distribution process so the delivery is undertaken as quick as possible. The service encounter that Dominos Pizza offered delighted me and my friends as customers, further I would be very happy to order from them again and recommend them to others. Therefore Dominos Pizza have provided a good service encounter. My next service encounter I will mention is my orthodontist appointment with my local NHS hospital Northwick Park. I was referred to the orthodontist by my dentist, who advised that I needed braces. I thus made an appointment for 9:00am on the 24/09/2009. I was pretty unhappy with this particular service counter for a number of reasons. Ultimately I was unhappy that I needed to wait an hour and fifteen minutes for my appointment after arriving prompt at 9:00am meaning me missing my train back to university. I was also upset because my actual appointment was rushed only lasted ten minutes, thus not all my queries were answered sufficiently. I would rate this service encounter at a two. I will again look towards the 7ps when analysing why and how bad services was encountered by myself. Firstly, the price for my appointment was free and therefore started my service encounter on a good note. The place of my appointment was however quite inconvenient for me as it meant me coming back from university especially for the appointment. The actual service was rushed and incomplete, this made me dissatisfied with the service. The process was slow and very inefficient which contributed heaviest to my dissatisfaction of the service encounter. As a customer I would have ideally preferred an NHS orthodontist to be located nearer my university for convenience, furthermore, I sought after a brief waiting time and a productive and effective appointment which would fully answer my questions. I got none of these things and thus there most certainly was a knowledge gap. This knowledge gap could be decreased through an efficient process, a more thorough appointment and a local NHS orthodontist for my convenience. My expectation pre appointment was that I would need to wait about twenty minutes for my appointment which I was happy to do and that I would be provided an appointment lengthy enough to ensure all my queries were answered. My expectations were not met at all and therefore clearly there is a negative standards gap. Review | Back To The Future Review | Back To The Future The movie Back to the Future, is filled with an all star cast and dynamic visual effects that were stunning in nineteen eighty-five and still stunning by todays definition. It was an appealing movie in which all ages could relate to the fun and entertainment that it was meant to portray. The movie was set in the fictional town of Hill Valley and focused upon the antics of Doc. Emmett Brown played by Christopher Lloyd and his sidekick Marty Mcfly played by Michael J. Fox. The film was written by Robert Zemeckis, who also directed the movie and Bob Gale,who came up the story idea. Steven Speilberg was the producer for the film. The story idea came to writer Bob Gale one day when at his parents home he found an old yearbook of his fathers. He thought to himself, Would he and his father been friends if they had gone to school together? Gale returned to California and shared his idea with Robert Zemeckis. They decided to take the project to Columbia pictures and made a developmental deal with Columbia for the script in September of 1980. (Klastornin) The rough draft of the script was finished in February, nineteen eighty-one. The film turned out to be more than just a thought about his father. The film had only a nineteen million dollar budget and brought in more than three hundred-eighty million dollars. Back to the Future was a critically acclaimed best movie of nineteen eighty- five. Critic Christopher Null claimed it to be a quintessential nineteen eighties flick that combines science fiction, action, comedy and romance all into a perfect little package that kids and adults will devour.(Null) It won the Hu go Award for dramatic presentation, the Saturn award for best science fiction film, academy awards and Golden Globe nomination. The film marked the beginning of a franchise with the sequels Back to the Future ll in nineteen eighty- nine and the sequel Back to the future lll in nineteen ninety. There was an animated series, a theme park ride and a video game released as well. The movie has a scene in which Marty is asked who is president in nineteen eighty- five and replies, Ronald Reagan. The person he is talking to laughs and tells him that Ronald Reagan is an actor, not a president. When watching the film for the first time Ronald Reagan himself was so amused by the joke about his being president that he had the theater stop the movie and rewind the reel so he could see the part again. He even referred to the movie in his nineteen eighty-six State of the Union address. He stated, Never has there been a more exciting time to be alive, a time of rousing wonder and heroic achievement. As they say in the film, Back to the Future, where were going, we dont need roads.(cspan) Many years later president George H.W. Bush used references from Back to the Future in his speeches. The film had to shoot at Universal Studios in California because no town would allow producers to redo their town to fit the nineteen fifties setting. Hill Valley scenes were shot at Courthouse Square on the back lot. Industrial Light and Magic created the thirty- two special effect shots. (Freer) Designers set the fifties in a wonderful way to make the town look beautiful, they shot all the scenes from the fifties first so they could make the town look bleak and ugly for the scenes in the eighties. Back to the Future had to shoot differently than how most movies are filmed. Michael J. Fox was working weekdays on the hit television series Family Ties. This made him only available to work on the movie set from six-thirty p.m. to two-thirty a.m. on weekdays. They were forced to save exterior scenes until weekends because that was the only time he was available during daylight. This routine gave him only five hours for sleep each day. He found this schedule exhausting but worthwhile bec ause he was simultaneously living his dream of being on television and in movies. The movie took one hundred days to film and finally wrapped up on April twentieth of nineteen eighty- five. Producers and editors worked twenty-four hour shifts making sure the movie would be ready for its July third release date. Only eight minutes of filming was omitted when editing was completed. A lot of hard work went into the making of the movie Back to the Future. It was a risk at the time with lots of wondering whether the movie would flop or be a success. It proved a risk worth taking because now, twenty-six years later, it is movie that most all generations have seen. Back to the Future will continue to remain a film title known worldwide. This is a film that closes the generation gap and brings old and young together as one. Future generations will continue to enjoy this film for years to come.