The extreme evaluation of the services of Costa Coffee shop is discussed in this report considering at Luton Mall particularly dealing on the Customer Relationship Management, Blueprinting, Physical evidence and Service quality. Initially the associated facts and issues are discussed in the theoretical and academic point of view by the author to accomplish the goal of this report. After that, analyzing the case study of Costa Coffee at Luton Mall service operations, author diverts theoretical consideration into concrete action. Customer relationship management, service quality and physical evidence has tremendous blow on the function of service organizations as service marketing is the main theme of this report. By organizing service operations blueprinting any error can be recognized and handled. 1. Introduction: The main purpose of this report is to analyze the services of ‘Costa Coffee’ in the local shopping mall ‘Luton Mall’ which is belonging to significant evaluation on customer relationship management, blueprinting, physical evidence and service quality of the coffee shop. At the present phenomenon, economic growth and economic development has been affected significantly by the service marketing in many regions. According to Gilmore (2003), new jobs and growth are enriched in developed countries by the contribution of service sector. But only developed nations are not dominating the service industry solely. Therefore, some key facts and issues are considered to enhance the growth of service industry to achieve the goals. Those key issues are customer relationship management, blueprinting, physical evidence and service quality. So, considering and integrating these issues with service provider organizations are necessary to achieve growth and success of service marketing. 2. Case Study: In the UK, Costa is belonging to the business segment of WhiteBread Plc. Costa is organized by franchising or owned and operated under WhiteBread to accelerate the income for the group. The biggest coffee shop chin in the UK is Costa Coffee which is consisted with 1069 stores. It has worldwide penetration and operates over 25 countries along with 531 stores. Costa has signed deal with the world largest Hotel chain ‘Hilton Hotel’ for the goodwill of its product and service quality. In UK, Costa provides service to 60 Hotels by supplying coffee. In 2010, the revenue of Costa was £339m which was 23.6% of the WhiteBread revenue. According to the Annual Report of WhiteBread (2010) and Datamonitor Company Profile (2011), the most powerful strength of the group is its excellent service quality and performance. The key issues of Costa Coffee service at ‘Luton Mall’ will be assessed by the report. While visiting the shop and undertaking notes, the visual experiences and physical experiences are necessary for significant evaluation of service marketing areas taking into consideration of Costa Coffee at the local shopping mall. 3. Physical Evidence: Physical evidence is significant for the organizations because customers are the most important ingredients of the service system. Sometimes customer faces arbitrary situations with the observed service and actual service but customer services are surrounded by physical evidence. It is important to manage evidence strategically by the service marketer because the attraction and destruction of value depends on the management ability of the service marketers. According to Verma (2009), the product package to product is service physical evidence. For an example, well established marketing mix P’s are consisted with packaging. For this packaging, salesman works silently without any hesitation. An appropriate packaging can influence customer mind by attracting customer attention, providing customer confidence, product characteristics and making impression. For excellent sale, product package is much more important that is impressive presentation of marketing efforts. Proper packaging influences customer evaluation of product and judgement of product. According to Verma (2009), service categories include physical evidence are divided into two parts peripheral and dominant. The leading fraction of the provided service facilities are consisted with dominant evidence. On the other hand, peripheral evidence has an influence to make customer decisions though it is not observable as dominant physical evidence. In regard to Verma (2009), physical evidence again segregates into three parts those are facility exterior, facility interior and other tangibles. According to Solomon (1995), physical evidence influences the service marketing. Socialisation, facilitation and service packaging are the proposition of physical evidence. Packaging is considered in products physical evidence as stated earlier but in case of service product ‘service packaging’ is the term for service protection and preservation. Because service products are not like goods, those are intangible items. Complex interaction of human and non-human ingredients composing a system that creates the output which is referred as service facilitation. According to Verma (2009), values, norms, expectation, roles and relationship are the main theme of service socialisation by appropriate interaction of service providers and service users with clear understanding. While visiting the Costa Coffee shops at ‘Luton Mall’ theoretical understanding and experiences are considered. It is clearly notified that in the service providing process Costa Coffee has various classes of physical evidence. Self help or service order facilities are provided to customers and it has interior and exterior facilities for both of its shop. Moreover, customer services are provided by Costa Coffee mainly on the basis of order. Making deals, managing lead times, product and service availability and cleanliness including quality are ensued by Costa Coffee in the mean time. Costa Coffee at ‘Luton Mall’ normally does not show the sub products like straw, sugar and napkins. Those are the peripheral evidence of the physical evidence recognized by visiting Costa Coffee. 4. Service Quality: There are two different perceptions about service quality according to the view of service provider and customer. According to the Fisk, Grove and John (2009), service providers think about service quality that the organizations specifications and requirements are portrayed by the levels of service characteristics. On the other hand, customers think about service quality where customer service exceeds or meets the expectations. Customer satisfaction and product quality are two great ingredients to establish the service quality’s foundation (Brady and Cronin, 2001). Hence, customer retention, profitability, cost, customer satisfaction and positive word of mouth are the main basis of service quality. In addition perception and expectation gap paradigm leads to establish service quality conceptualisations. In this case expectation and perceived service are compared for getting quality result. The most popular SERVQUAL model is used to found the gap paradigm of expectation and perception. According to the Parasuraman, Zeithaml and Berry (1988), perceived quality is considered as “overall superiority or excellence is a great deal of customer judgement” on the other hand, customer expectation is considered as “for impending transaction or exchange what facts likely to happen”. The ingredients of service quality like reliability, responsiveness, competence, access, security courtesy, knowing the tangibles and credibility are recognized by them. The four occurring gaps (Figure 1.1) that may create service quality problems in the organization are also recognized by them. Figure: 1: Service Quality Gap Model, (Parasuraman, Zeithaml and Berry, 1988) The perception and expectation gap are classified by these four gaps. In addition, previously mentioned ten dimensions of SERVQUAL model have been converted into five dimensions those are tangibles, reliability, assurance, empathy and responsiveness (Parasuraman, Zeithaml and Berry, 1988). These five converted components are given below in the diagram. Figure: 2: SERVQUAL model, (Brady and Cronin, 2001) Costa Coffee preserves highest possible standards that lead to attain perceived service quality which has founded by concluding the theoretical understanding of Costa coffee. After getting the physical experience about service of “Luton Mall”, this is experienced that the customers visit the shop frequently to know their desired product. Customer choice and desired product is an indication of reliability and some staff members are aware of this circumstance. In addition, the customer preference and modified provided service is the indication of service responsiveness. For example, customers are provided services according to their choice like whole milk, semi-skimmed or skimmed coffee are organized by the choice of the customer what they want. Besides, Costa Coffee establishes assurance and empathy for customer to meet customer expected service that is, if service is unsuccessful to assemble customer expectation they provides refund and customize the product to attain perceived service quality. 5. Customer Relationship Management: The new marketing concept ‘Mantra’ has been evolved for organizing Customer Relationship Management. The new marketing concept is consisted with revelation of marketing techniques and tools. To trace out the behaviour of customer many organization have developed Customer Relationship Management like Microsoft, SAP, Oracle and many others. Long-term profits can accumulate from the value customer for that reason knowing their understanding and motivation towards the product is mandatory. Identifying customer behaviour leads significant potentiality to achieve long-term profits. Usually by launching new products and acquiring competitor’s products, marketers are intended to attract customers. According to Winer (2001), organizations converted the technique from customer acquisition to conversation to customer retention. Customer retention leads to significant impact (as 95%) on the net present value. Little number of customer retention cause great impact on profitability and net present value that is provided by customers (Reichheld, 2001). According to the Winer (2001), to establish a complete CRM perspective organization need to acquire the information about customer and those information provides chance to build appropriate CRM. The basic model of CRM is given below including 7 components. Figure: 3: Basic CRM Model (Winer, 2001). To accelerate the operations in UK and international market Costa Coffee preserves customer relationship management strategy that lead to attain growth. Costa Coffee Club card is provided to the customers in the UK markets by the help of another organization namely “Givex” which is known as loyalty programme. Registration is necessary to use and protect the card. Any time customers purchase any product need to swipe the card in the Costa Coffee. To trace out the customer’s behaviour, price, undertake right product, promotion offer to the target customer and overall providing Costa and ‘Givex’ utilize previously mentioned procedures given on the figure 3. In this procedure Costa can know the process to retain the customer by providing perceived service quality. It is experienced that almost every sales assistant wants coffee card when they visit Costa Coffee at Luton Mall. Another card system is available in the Costa Coffee that is point card, when the customers do not have a card they are provided point card. For every purchase customers get a point and after a certain period of time those point are accumulated until it able to purchase Costa products. After analyzing the financial performance, loyalty programme and continuous national and international growth a concluding remarks can make that Costa Coffee maintain an effective CRM strategy for new customers and retaining existing customers. 6. Blueprinting: Blueprint can be used in various sectors. For visualizing the whole process blueprint is using in the service marketing. To recognize and keep away from failures and bottlenecks blueprint is used in the single process where service interaction is necessary to identify and manage failures, possible deviations, operations and interaction. According to Bruhn and Georgi (2006), to plan the management of human resources, capacities and technologies service provider are taken secondary activities and internal service for the interaction process. It is important for every organization including service marketing to undertake blueprint. Complete performance operations of the organization can be drawn by the help of blueprint. For the sake of blueprint organizations can minimize the error and can accelerate efficiency though reducing cost. Many unnecessary activities also can be minimized by the help of blueprint. The way of operations and strategy is deferent among the organizations. If two organizations are in same industry it does not mean blueprint is same. Organizations belong to same industry or competitor their blueprint is different. Conversely the blueprinting service for Costa Coffee is given below. It is clearly visible in the above figure that the service process of Costa Coffee at ‘Luton Mall’. The service blueprinting of Costa Coffee is divided into three significant lines. Employee’s interaction to the customers and dealing with the orders and CRM are described in the interaction line. In addition, in the second line employee’s tendency to provide service at different stages of the shop at Luton Mall are shown in the visibility line. The manager ability to manage employee wages, stocks availability, store performance and customer related issues is described in the final stage which is internal interaction. Figure: 4: Costa Coffee Service Blueprinting 7. Conclusion: The procedure of managing service operations, strategies and implementing the theoretical and academic understanding has discussed in the above report taking into consideration of Costa Coffee shop at ‘Luton Mall’. In addition, physical evidence of service has organized by critical analysis and the ways of managing curtail part of the physical service. Customer expectations and customer retention procedure has also discussed by providing standard service quality. The way of managing customer relationship management to retain customers and blueprint of service operations for achieving the goal has stated in the above. Physical evidence of service, effective service operation, managing standard service quality is necessary though service is intangible. For achieving the success, customer relationship management is an effective ingredient for the organizations. All the elements of success has effectively implemented in the ‘Costa Coffee’ at ‘Luton Mall’ for that reason it is an identical example.
Naguib Mahfouz Biography and his role in Arabic Literature Essay. Biography of Naguib Mahfouz Naguib Mahfouz was born on the eleventh day of December 1911 in Cairo, Egypt to middle class parents. He grew up in Gamaliya district and this provided him with rich content that saw the writing of Cairo Trilogy. With time, his family migrated to Abbasiya suburb which was a little bit upscale. Naguib read many detective novels of British origin and this stirred him up to become a writer. He went to elementary schools of Islam orientation before he moved to a secular secondary school. He published his first article when he was 17 years old and joined King Fouad University after high school. Before Mahfouz turned 21, his first novel was published and attained a degree in philosophy. He worked in the ministry of culture where he served as a director before terminating his service in the government when he headed the State Cinema Organization (Aucpress, 2010). Naguib had an unrelenting desire of becoming a writer and as a result, he began writing at the tender age of eleven years. His first writing was published when he was seventeen years old. He finished writing Cairo Trilogy in 1952 but failed to get a publisher till the decade ended. The failure to get a publisher disturbed Mahfouz so much that he decided to focus on writing screenplays and short stories. However, the trilogy was published by a certain monthly journal. The publication of the Trilogy gave Mahfouz unprecedented recognition as he was rated one of the best Arabic authors. However, he was not widely known outside his country until his trilogy was announced the winner of 1988 literature Nobel Prize. He is recognized as a writer who provided a glimpse that had never been witnessed in the daily lives of Egyptians. He was described by many as an author who introduced Arab literature to the rest of the world. Mahfouz started writing novels again and produced Children of Gebelawi. The novel which first featured in a newspaper contained religious overtones that caused Islamic conservatives to be agitated. The novel did not pass for publication as a book and Mahfouz continued getting threats but he did not stop till 1994. Egyptian extremists were against him, igniting enmity that caused him to be stabbed outside his home building. This caused a serious injury on the hand Mahfouz used to write with. He went for rehabilitation to recover but the wound still gave him problems when writing. The attack did not dampen his spirit and he maintained a social life in Cairo though he was a bit shy (imdb, 2011). Mahfouz won the Nobel Prize for Literature in 1998 making him the first author of Arab origin to get such an honor. He never used to move out of Cairo so he sent his daughters to receive the prize in his absence. This award gave him worldwide recognition and his works could now be published in many different languages. He was celebrated for portraying in a vivid manner the political, social and religious challenges that the people of Egypt were going through. The total number of novels by Mahfouz that were published exceeded 50 and many short stories. He remained active even when he was 90 years old and always met with his friends in cafes to discuss current affairs. He died in August 2006 when he was 94 as a result of a bleeding ulcer. Mahfouz Role in Arabic Literature Mahfouz is among the Arabic authors who contributed significantly to Arabic literature. In his first novel the Cairo Trilogy, Mahfouz explains how women were oppressed by being subjected to servitude. In this novel, he shows his devotion to Arabic Literature by trying to expose social injustices and realities that were taking place in Egypt. A person reading the works of Mahfouz is in a position to understand the economical, social and political life in Egypt during this period of time. Mahfouz explores the social and environmental life of the people of Cairo for the reader to understand the situation. He also explores the trials that were imposed against the powerless children by the society. His literature is crucial in tracing the social instabilities between the past and the present and putting them in a point where they could be understood (Allegrreto, 2007). The literature of Mahfouz enriches Arabic readers by highlighting the traditional past that gave rise to reforms and focuses on challenges that women were going through. Most of his writings were filled with political topics as he once pointed out. He once said that in his writings, he might ignore topics like love or any other topic but he will never leave politics outside his writings. He featured the Egyptian nationalism in most of his writings and expressed the disheartening and sympathetic situations that were as a result of the world wars. He was also interested in democratic and socialist ideals although he never became a Marxist. Contrary to the sympathy Mahfouz had on democracy and socialism, he highly detested the Islamic extremism. He argued that Islam was delineated and said that it was unsuitable under all circumstances. Conclusion Mahfouz was disheartened by the revolution of 1952 and the shameful defeat of Egypt in 1967 in the war that took six days. He strongly opposed the 1952 revolution because he had a feeling that the practices of the revolution were not the right ones. Mahfouz clearly took a central role in Arabic literature by highlighting the wars that took place and the suffering Egyptians went through. His literature was also aimed at restoring peace and ending the war. References Allegrreto, P. (2007). Naguib Mahfouz: a western and eastern cage of female entrapment. New York: Cambria Press. Aucpress. (2010). Naguib Mahfouz. Web. imdb. (2011). Biography for Naguib Mahfouz. Available from https://www.imdb.com/name/nm0536914/bio . Naguib Mahfouz Biography and his role in Arabic Literature Essay
Public Service Question
Public Service Question.
Attached is the description of paper and readings to use. Please only use readings attached. Also cite in APA. This paper is on your vision of what the roles and responsibilities of citizenship in a democracy ought to be and how your vision aligns with ideas we have discussed in class. Will be evaluated on the basis of your use and understanding of class readings, clarity and the depth of your analysis, as well as overall presentation (grammar, structure, wording etc.).Essays should be double-spaced, using a 12 point font and at least 5 pages. ANY USE OF OUTSIDE SOURCES MUST BE CITED APA! NO PLAGIARISM
Public Service Question
Ashford University Week 2 the Maxine Waters Problem Rhetorical Text Essay
custom writing service Ashford University Week 2 the Maxine Waters Problem Rhetorical Text Essay.
I’m working on a english writing question and need an explanation to help me understand better.
I’m working on a english writing question and need an explanation to help me learn.Analyzing a Written Rhetorical TextPurpose of assignment: To analyze the rhetoric of an op-ed or argumentative piece.Procedure: Last week, you selected an argumentative article from a well-known news source to summarize. This week, you will write a rhetorical analysis of the same article. Your rhetorical analysis should address the following questions (from Chapter 3 of your textbook):What is the main point? How does the author support this point or make it convincing? How do these attempts to support the point further the author’s purpose?What sort of character (ethos) does the author create through the text? What are all the ways the author uses to build credibility? How do these attempts to build credibility further the author’s purpose?How does the author appeal to the audience’s emotions (pathos)? What are the emotions? How do these emotional appeals further his or her purpose?Does the author appeal to the reader’s logic (logos) or timeliness (kairos)? How? How do these appeals further his or her purpose?What tone or style does the author use? Is the language formal or informal? What do you notice about word choice and the arrangement of ideas? Are certain words repeated? What effect does this tone and style create? How does it further his or her purpose?Your analysis must adhere to the following guidelines:1.Introduce the source by title and author early in your paper.2.Include a brief summary of the article.3.Include examples, quotations, and paraphrases from the article to support your points.4.All quotations, paraphrases, and summaries must be cited in APA Style.5.Write in third person. Do not refer to yourself in the paper.6.Include an APA Style References page.7.Proofread carefully so your summary contains few or no mechanical errors.Length: 500 words.Format: Standard essay format of introduction, body, and conclusion. Your introduction should include a thesis statement that expresses the main point of your analysis. For an example of a rhetorical analysis, see Chapter 3 of your textbook. Note that your essay does not have to be as long as this example, but it should address all of the key points.Format the assignment in APA Style: one-inch margins, page numbers at the top right, title page, in-text citations, and a references page.Length: 500 words.
Ashford University Week 2 the Maxine Waters Problem Rhetorical Text Essay
This week will demonstrate the ability to research the internet for quality, reliable, and useful resources. If necessary make a virtual appointment with the MCC librarian to verify how to locate and evaluate credible resources.
This week will demonstrate the ability to research the internet for quality, reliable, and useful resources. If necessary make a virtual appointment with the MCC librarian to verify how to locate and evaluate credible resources..
It is game time!This week will demonstrate the ability to research the internet for quality, reliable, and useful resources. If necessary make a virtual appointment with the MCC librarian to verify how to locate and evaluate credible resources. Locate one free game/resource to help with business GUM or CUPS guidelines. Locate one free game/resource to help with business writing sentences and guidelines. Describe the two different games you found, your experience (what did you gain) each game/resource, and provide the direct URL so crew members can utilize the resources STAT. NOTE: games can be ‘elementary’ or advancedFor the IPs – select two different crew member’s URLs/games. Play the game and discuss what you learned from that game. Apply APA, GUM, and CUPS where appropriate. Post your initial quality answer to the discussion question (DQ) due Mon. by 11:55 EST. Interactive participation due no later than Friday, 11:55 PM EST.
This week will demonstrate the ability to research the internet for quality, reliable, and useful resources. If necessary make a virtual appointment with the MCC librarian to verify how to locate and evaluate credible resources.
Safety Management Plan For Night Time Work Construction Essay
In the previous in Chapter 1, the overview of this study was explained about and the problem was identified. Then from the overview, the aims of the study are to explore the challenges faced in construction site during night time, to identify the different factors associated with safety during night-time construction. Through the chapter, the elaborations of the topic are clearly described. The clarification of the sub-topic will studies about the night time construction, planning aspect, and the impact of night-time construction operations on safety, quality, environmental factors, and productivity. 2.2 Overview of Night work 2.2.1 Definition of Night work According to Derek Simpson (2005), night work is defined as a 7 hour period which includes that between midnight and 5am, usually 11pm to 6am. Anyone who normally works at least 3 hours of their working day during this night period is classed as a night worker. Night workers should not work more than an average of 8 hours in every 24. Where such work involves any “special hazards or heavy physical or mental strain” the 8 hours limit applies to each 24 hour period, not an average 8 hours over the reference period. According to the North Region Construction Night Work Guide (2007), night work is the most difficult and challenging time for the contractor to work to meet his contractual obligations and therefore the most difficult time for the inspector to ensure the work meets the standards and levels of quality while also ensuring that everything is done safely. 2.2.2 Safety Management Plan for Night time Work A management plan should be well documented and structured so that both employers and employees can benefits from its use. The following are recommended components of a safety management plan for night time works(: Site personnel responsibility It should be determined and stated clearly in the safety management plan the responsibility of each individual at construction site for night time works. Project Manager, Engineers, Designers, Safety Officer and Site Supervisors as well as workers each have their specific responsibility to make sure the highest level of priority are given towards safety and health issues. Permission to work at night Permission to work at night should be obtained from the relevant authority before construction works at night is carried out. Employers should submit their application for work permit to Local Government Authority and it is advisable to follow all requirements enforced by the authority prior to executing night time construction works. It is also recommended to notify the nearest police station, BOMBA, hospitals or clinics so that they can prepare accordingly in case of an emergency. It is also recommended that night work approved by the local authorities be informed to the residents/occupants of the surrounding neighbourhood. Inventory preparation for safety equipments Before night works are carried out, check the inventory of safety equipment to make sure they are sufficiently available, appropriate, and in good working condition. Purchase sufficient new safety equipment for a new construction project or to add existing inventory. Equipments such as retro-reflective signage, barriers, retro reflective tapes and lighting equipment are some example of safety equipment that should be provided for night time construction works. Material and Machine movement / coordination Employers should be aware that material and machine movement that is not well supervised could potentially cause serious injury and harm to workers and properties. Housekeeping Accidents can occur as a result of poor housekeeping. Hazards at construction site are the same for both day and night shift while the risks of injury are much higher during night works because of the inherent poor illumination. It is essential that the workplace is kept clean and tidy to ensure safety and prevent accidents. Emergency Preparedness and Response (EPR) One of the most important elements to consider before work at night is carried out is the EPR specifically for night time environment. A well established EPR can help both employer and employees to prepare; response and recover should a disaster occurs. Public safety When construction works involves public area, it is important to make sure the safety of the public. Consider the following when planning for night time work; identify the hazards for example construction vehicle movement or too much glare from lighting equipment and plan for vehicular movement to not interrupt peak hours and make sure adequate supervision is provided for such movement. Provide sufficient signage to warn the public and put barriers at a safe distance to keep the public away. Set up a safe walk ways where it is unavoidable to work near or in public vicinity. Arrange noisy equipments or machinery at farthest point from the public or adopt an engineering control to reduce the noise. When overhead crane is operating near the public, clear off the area and make sure adequate supervision is in place. Schedule for daily cleaning of the adjacent public road and filling up holes as well as uneven surfaces. Working hours