Merger of mittal stell and arcelor steel analysis

Merger of mittal stell and arcelor steel analysis This case is about the merger of Mittal Steel Industry and Arcelor Steel Industry which was merged in 2006. This assignment covers the topics of change management and its theories. The case is related to Plan Do Check Act (PDCA) theory. The headquarters are situated in Avenue Da La Liberate, Luxembourg. The business of these 2 companies are served world wide after the merger. The Chairman of the companies is Laxshmi Mittal. These companies deal with many products such as Steel, Flat Steel, Long Steel products, Stainless Steel, Wire products, Plates. The companies not only provide these products in reasonable ranges but also provide good quality. Before the merger Mittal Steel Industry used to produce volume however Arcelor Steel Industry used to produce highest revenues. After the merger these companies became number one steel industry in producing values and revenues as well. The status of the revenue of this merged company in 2009 was US$ 65.11 billion and profit was US$ 118 billion. The operating income was US$ 1.678 billion in 2009. In further pages of this assignment the theories of change management are also related to the cases. TABLE OF CONTENTS Index INTRODUCTION MITTAL STEEL INDUSTRY MITTAL STEEL co. was formed by the merger of LNM HOLDING and ISPAT INTERNATIONAL.LAKSHMI MITTAL who is the CEO of the company, He and his family hold 88% of the company and its headquarter was in ROTTERDAM NETRHERLAND. The company was produced words largest steel in term of volume and also largest in turnover which merge in ARCELOR MITTAL. The company establish a meal stone in the steel world industry ARCELOR STEEL INDUSTRY ARCELOR was established in February 2002 by combining 3 steel making companies i.e. ARCERALIA [SPAIN], ARBED [LUXEMBOURG] and UNISON [FRANCE].In ARCELOR more than 104000 employees was working in 2006 over 60 countries. ARCELOR revenues were 40.6billion euros and its production was 53.5 million tonnes of crude steel. Their products were flat carbon steel, long carbon steel, stainless steel and steel solution and services. The ARCELOR steel and b MITTAL steel merge in ARCELORMITTAL steel in 2006. Now, ARCELOR MITTAL is words no. 1 steel maker company with the revenue of $ 105.2 billion a year. The company produced crude steel and production of crude steel is 116 millions tons per year. It produced 10% of steel in the world. The co. has more than 310000 employees in over 60 countries across 4 continents. The co. is leader in the global market in various fields which has automotives construction household appliances and packaging. Mittal steel was leader in steel industry in terms of volume whereas Arcelor steel was leader in terms of revenue. After merge it becomes highly fragmented steel industry in the world. This industry belong to steel market, it presence in Europe, Asia, America and Africa. It gives the global exposure to the steel industry. Now ARCELOR MITTAL is looking for high growth in Indian and Chinese market. Its also listed with the stock exchange of New York, Luxembourg, Paris Brussels , Amsterdam and Spanish stock exchange of Barcelona Bilboa. Change Management Theories PLAN DO CHECK ACT (PDCA) Plan-Do-Check-Act first developed by Walter Shewhart and it was popularized by Edwards Deming. PDCA  (plan-do-check-act) is a four-step problem-solving process typically used in  business improvement. Its also known as Shewhart cycle, Deming cycle, PDSA (PLAN DO STUDY ACT), PDCA (PLAN DO CHECK ACT). This Act is useful for change management. The PDCA cycle should be repeated again and again for continuous improvement in an organization. PLAN: To improve your operations first by finding out what things are going wrong (that is identify the problems faced), and come up with ideas for solving these problems. PROCEDURE- Recognize an opportunity and plan a change. DO: Implement the new processes. PROCEDURE- Taking small steps in controlled circumstances for execute the plan. CHECK: Measure the new processes and compare the results against the expected results to ascertain any differences. PROCEDURE- Review the test, analyze the results and identify what youve learned. ACT: Analyse the differences to determine their cause. Each will be part of either one or more of the P-D-C-A steps. Determine where to apply changes that will include improvement. When a pass through these four steps does not result in the need to improve, refine the scope to which PDCA is applied until there is a plan that involves improvement. PROCEDURE- Take action to improve the process Benefits of the PDCA cycle: This cycle can solve the problems, Project management, Daily routine management for the individual and team, Continuous development, New product development. THE CHANGE The merger was started from 27th January 2006 but it finalised on 25th June 2006 It Is valued at 26.8 billion Euros in dollar it was 33.5 billion which was 44% higher than initial offer 18.6 billion Euros MITTAL was the largest share holder with 45% stake in the merged entity. THE MERGER The change was necessary in the Steel Industry and the aim was globalization and consolidation in the Steel Industry. MITTAL defines the deal and set pace for the industry. In June 2006 MITTAL STEEL and ARCELOR reach an agreement to merge the two companies. The combine group which name formed was ARCELOR MITTAL and the head quarter established in Luxembourg. 2006 was a very exciting and growing year for MITTAL ARCELOR because in this year new milestone were achieved by both companies. The company was converted by two companies which lead the industry through mergers and acquisition. Change management was the merger was on the basis of ADHOC basis and it was run on temporary basis. After this the second step was not temporary basis now the ARCELOR adapted the merger and then the new company was formed with the name of ARCELOR MITTAL and it perform all the function of one company and now it leads the whole of the steel industry. ARCELOR + MITTAL = ARCELOR MITTAL ARCELOR MITTAL- BUILDING OUR COMPANY WITH THE NEED OF FUTURE GENERATION IN MIND. WHY CHANGES IMPLEMENTED The aim of company was to become largest company as both company were large but both was in competitor with each other but the aim of the company was to become no. 1 in the steel industry which was not easily possible for both of them individually. Companies want to achieve economy of scale. Economy of scale achievement is very difficult for both of the company. Every company wants to growth but various factor are countable in the way of it. So one of the factors was competition in different field thats why change was necessary for achievement of economy of scale. Steel demand was strong in 2006 in developing industry as the expert shows the relevant data about growing of it thats why one way growth was very difficult in steel industry so change was necessary in steel industry. Both are very strong MITTAL in terms of volume and ARCELOR in terms of revenue which attract to each other. Both knew about their strength and weakness thats why both knew what they are doing because this was the requirement of both of the company. So change is necessary and both companies want to adopt these changes in mutual way. This case can be related to the theory of Plan Do Check Act as following changes were occurred according to the theory: Plan- Both the companies planned to combine with each other as there will be profitable changes after the merger. Do- Both the companies tried to find out the situations of the company that how it can be profitable in the global market. They find out the scale of the economy as the achievement of economy of scale was very difficult for both the companies. Check- The companies checked both the status of the companies as steel demand was strong in 2006 in developing industry so the change was necessary and both companies want to adopt changes in mutual way. Act- Both the companies were very strong in their ways however they finally merged by analysing the future situation and status of the company in the market. They knew their strength and weaknesses so the merger was resulted successful. MARKET POSITION IN REGION AFTER CHANGE NO 1 NORTH AMERICA NO 1 IN WESTERN EUROPE NO 1 IN EASTERN EUROPE AND CIS NO 1 IN SOUTH AMERICA NO 1 IN AFRICA STRATEGIC PRESENCE IN ASIA ACHIVEMENTS AFTER CHANGES Operation of company achieve more than 20 countries The production of steel crossed 116 millions The annual production capacity is 130 million s tonnes Steel shipment produced approximate 110 million tonnes Revenue from shipment is generated 105.2billion US$ Company is announced 35 more acquisition The organic growth of company 20 million tonnes The company has unique capability in the steel industry in the field of R D ARCELORMITTAL GROWTH PLAN IN FUTURE In the shipment company will adopt five year plan in which 20% increase in 5 years It adopt growth plan 2012 and it called growth plan 2012 For 2012 company target focused on 131 million tonnes production Company strategy mainly focused on high growth market and low cost areas The growth plan in 2012 is approximately 75% which have done already or approved For a potential investment of 7billion US$ over 6 years. CONCLUSION WHY THE CHANGE WAS SUCCESSFUL The change management was a synergy change. It is related with the team performance. Both the companies want to work like a team so both were clear in their field thats why change management was successful in these companies. Together they brought iron, technology and marketing expertise which in past they were brought separately it becomes another change which follow both of the company they know their powers in their field so when they combined they use in the combined way and they also share their power in one way thats why change was successful. They follow the merger process which is adept at combining business. The merger process which is follow by many companies but right merger process is that which follow the right way in the right time with the right company. So in this way both company follow the same procedure of successful thats why the change was successful. Both of were knowing the growth of each other thats why they know what they have done and what they earn from this management change because they know where they stand and what they will be done so they know about change very well thats why change process they follow which made history in the steel industry. They was the best competition in the market thats why they knew very well strength and weakness of each other which made best connection with each other which made path for the successful change it shows both of the company leadership techniques for growing one. They have different quality of top level in both ways from the MITTAL point of view the volume they produced and from the ARCELOR point of view revenue they earn so both have unique but also powerful quality in their field which made change successful. Current Status: Total Assets US$ 127.7 billion (2009) Total Equity US$ 65.40 billion (2009) Employees 281700 (2009)

Journal of Service Quality and Customer Satisfaction in Transportation Essay

International Journal for Quality research UDK- 656.025.2:658.56 Short Scientific Paper (1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management, Catholic University of Portugal, Portugal 2) Faculty of Economics, University of Porto, Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction. Keywords: service quality, satisfaction, dissatisfaction, public transport 1. INTRODUCTION Marketing researchers have, for a long time, recognized the importance of service quality as well as consumer satisfaction. Significant investigation has been conducted in both fields, particularly in services (cf. Andreassen, 1995; Edvardsson, 1998; Friman e Garling, 2001; Higgs et al., 2005). However, few studies have explored the both sides of the service process: operations (the internal side) and customer (the external side) perspectives of quality and satisfaction. In the public sector this is likely to be of particular interest. Public services, such as public transportation, have to meet the needs of the customers playing, at the same  time, a role in economic and urban sustainability. They challenge operations to deliver quality to serve customers and non-customers while making the best use of company resources. Read more:  Investigation Into Customer Service The objective of this article is to identify the determinants of service quality and its impact on the satisfaction of public transport commuters. It is divided into five sections beyond this introductory section. It begins with a review of the literature that synthesizes and discusses some concepts considered relevant for the research. Then it addresses the methodology used in the study, as well as a number of considerations about the quality of the research design. The next section presents the findings, which are followed by a discussion of possible implications. Finally, the paper ends with the main conclusions, managerial implications and some suggestions for further research. 2. THEORETICAL BACKGROUND The theoretical background is developed around three major issues: quality, satisfaction and dissatisfaction. In the management context, the word quality can be used to refer to different things: accordance with the specifications (Levitt, 1972; Juran and Gryna, 1991); excellence (Garvin, 1984); accordance with the requirements, adequacy of use, prevention of losses, or how to answer to or to exceed consumer expectations (Grà ¶nroos, 1984, Parasuraman, Zeithaml and Berry, 1985, 1988). Through such a variety of concepts, the common point of most of the definitions, exception for the first one, is that of targeting the consumer. In this research, quality is presented in the perspective of perceived quality because it is the most commonly used in the services area. Moreover, the research led to a better understanding of the existence or the non-existence of differences between quality and satisfaction. These arguments were enriched by the literature review of each theme, particularly satisfaction which is presented next. Literature about satisfaction has to be adapted to the context which is to be studied. Customer satisfaction is seen as an answer to completion and fulfilment of needs (Oliver, 1996); a psychological state (Howard and Sheth, 1969) and as an assessment of overall evaluation (Westbrook, 1987). Moreover, consumer satisfaction is seen as a cognitive response (Bolton and Drew, 1991; Tse and Wilton, 1988), an emotional answer (Cadotte and Turgeon, 1988; Halstead, Hartman and Schmit, 1994; Westbrook and Reilly, 1983) and as a result of a Vol.4, No. 2, 2010 125 development process (Oliver and De Sarbo, 1988; Tse and Wilton, 1988; Swan, 1992; Erevelles and Leavitt, 1992). Although literature encompasses diverse meanings for satisfaction, they all share common elements. When examined as a whole, three general components can be identified: (i) consumer satisfaction is a cognitive and emotional reaction; (ii) the reaction belongs to a particular focus, (iii) the reaction occurs in a particular period (after consumption, after choice based on experience and expressed before and after choice, after consumption, after extensive experience of using). From the literature it also seems that there is not a general consensus regarding the nature of this concept. If some authors argue that consumer satisfaction results from a specific transaction that occurs at a given time and by the benefits and value of the transaction, others see consumer satisfaction in terms of cumulative overall satisfaction, based on all contacts and experiences with a company and the client’s experience until a certain moment. Literature on customer satisfaction also clarifies the concept of dissatisfaction. For some researchers, these two concepts are totally different while for others, dissatisfaction is on one end and satisfaction is on the other end of the same continuous line, and it is stated that some of the determinants are primarily a source of satisfaction or dissatisfaction. So, this study also intends to make clear the differences between the two concepts. Dissatisfaction has been the focus of extensive research in the services area (Swan and Combs, 1976; Maddox, 1981; Cadotte and Turgeon, 1988; Johnston, 1995; Edvardsson, 1992, 1998, Liljander, 1999). From the literature, once again, contradictions amongst authors tend to arise. According to some researchers satisfaction and dissatisfaction are two different concepts, that is, the consumer can be satisfied or dissatisfied according to the level of received quality. However, for some other authors, the two concepts are not opposing,  but rather a continuum, in that, some determinants tend to be, firstly a source of satisfaction and others a source of dissatisfaction. A number of studies (cf. Edvardsson, 1998) have focused on how passengers of public transport value quality factors, and the final result provides a measure of the value of different factors and ranks them. Nevertheless, there are not significant studies about satisfaction in public transports, especially in metro services. Another gap in literature is that most studies analise customers, but leave non-customers aside. Furthermore, most studies use an external analisys based on surveyss. Finally, the majority of the literature does not execute further analyses about the correlation between customer satisfaction and insatisfaction. 3. FRAMEWORK FOR ANALYSIS In this research the process of data analysis began before its collection, by developing the research questions and model of analysis. The model of analysis developed would examine how quality relates to satisfaction and how this relationship takes place in a public transport services company. To ensure coherence and reliability of the empirical data, the elements which were under investigation and their respective variables were defined, as outlined and presented in Figure 1. Dissatisfaction (Johnston,1995) (Bo Evardson, 1996) Customer Satisfaction (Tse e Wilton, 1988) (Rust e Oliver, 1994) Zone of Tolerance (Berry e Parasuraman,1991) (Johnston, 1994) Personal Needs Experiencied Quality Technical Functional (Grà ¶nroos, 1982) Perceived Quality (Grà ¶nroos, 1982) Suggest Positioning Expectations (Teas, Boulding, Oliver, 1993) Pass-Word Beliefs Consumer Comunication Quality Dimensions: †¢ Reliability †¢Security †¢ Speed †¢Confort †¢Pontuality (Parasuraman, Berry, Zeithaml, 1885) Past Experience Figure 1 – Framework for Analysis 126 F. Fonseca , S. Pinto , C. Brito According to this diagram, the relationship between quality and satisfaction may be understood through a clarification of how customers evaluate the dimensions of quality. The zone of tolerance appears to be used as a unifying link between expectations, performance and results. Previous service marketing challenges have prompted some research questions about the relationship between quality and satisfaction, specifically:RQ1: In public transportation services, what are the determinants of service quality that influence perceived quality?RQ2: How does the perceived quality influence satisfaction and dissatisfaction of commuters in public services transports?Performance evaluations lead to an overall evaluation of service satisfaction, the results of which can be resumed to either satisfaction or dissatisfaction in general terms. The zone of tolerance emerged as important in the understanding of the relationship between quality and satisfaction. 4. METHODOLOGY The research clarifies the key dimensions of services quality that influence customers’ perceived quality. It also explains how the perceived quality influences customers’ satisfaction and dissatisfaction. In addition, the study explores and expands on findings or current theories about the differences and the relationship between satisfaction and dissatisfaction. Evidence was found that there are two different realities in the market: the customers’ and the non-customers’ complex perceptions. Finally, the research identifies the relevance of the zone of tolerance and its relationship with quality and satisfaction. The use of a case study approach seemed to be appropriate in this research. Within qualitative methodologies, a case study strategy was adopted, based on the interaction between theory and empirical data. Yin (1994) defines case study as an empirical study that investigates a contemporary phenomenon in real life context, especially when the boundaries between the phenomenon and context are not clearly evident. In terms of features associated with the processes under study, it seems  important to focus on contexts in which the phenomena developed. Moreover, this method allows the focus on perception processes more than outcomes, and how the participants interpret their experiences and give them meaning. Exploratory and â€Å"how† questions are being posed, and the researcher is focused on a contemporary phenomenon within its real-life context (Yin, 1994). The research objective was to describe and understand processes and relationships in a consumer services organization. Attention was drawn to the processes, which was the study’s unit of analysis. The focus of analysis of this research was teams, groups and departments.Data was collected by both interviews and focus groups, as well as through documents. The interviews focused on the company’s perspective of quality and customer satisfaction, while the focus groups with customers and non-customers provided the market’s point of view. The interviews included people from different functional areas (operations and marketing) and hierarchical levels (executive vicepresident, director of technical systems, director of marketing and communication, manager of operational safety, lawyer and supervision of securities and marketing manager – processing of complaints and suggestions). In addition to the interviews, focus groups were conducted outside the company with customers and non-customers. The main objectives of the focus groups were to identify the most important determinants of satisfaction and dissatisfaction of both customers and non-customers, and to obtain or draw up a list of the determinants considered most relevant and most often expressed by the participants. Specifically, the analyzed documents consisted of: annual company reports, market research reports on service quality and satisfaction and internal memos. A pilot focus group was carried out to test the discussion guide and the survey. Subsequently, four focus groups were made. There were a total of 26 people involved (men and women). The age range of the participants selected was 13-35 years of age, this because prior studies had indicated that 65 percent of the commuters using the metropolitan were within this age range. The selection criteria used aimed at selecting participants consisting of customers who use the metropolitan, at least once a week and non-customers who had never used this transport service. The focus groups were recorded and handwritten transcription notes were taken for later analysis. The focus sessions were  divided in two distinct parts. Initially, the discussion focused on the reasons that would lead customers to use or not use the metropolitan. Subsequently, the focus was shifted towards the determinants of satisfaction and dissatisfaction and on the characteristics that are most valued in this service. The process of analysis and interpretation of data began with the transcription of the interviews and group focus. All of this met with the objectives of the research, including with comparing and contrasting the different views of stakeholders on issues of the research and allowed for individual analysis and comparisons of the case study. Data was also analyzed and grouped, then codified and reduced employing a systematic approach that complies with that proposed by Miles and Huberman (1994). 5. RESULTS AND FINDINGS The study focused on a company created in 1993 to operate a light rail system in the second largest city of a European country. For a matter of confidentiality, it will 127 F. Fonseca , S. Pinto , C. Brito be called Metro Europe. This is a network of electrified railways that goes underground in the city centre, and above the surface in the suburbs. It is divided into five separate lines (with seven services, including an express service) spread over six municipalities in the city metropolitan area. It comprises a total of 68 stations spread over 60 kilometres of commercial lines, with 8 kilometres of underground network. In 2008, this company employed about 120 people and carried 40 million commuters. Metro Iberia is a player in a context of a strong competition and is one of the companies responsible for the operations of public transport in the metropolitan area. The analysis of this mass consumer service follows in the next section. The study results point out two main perspectives. One related to the level of service quality in its main dimensions. It was concluded that reliability, security, speed, comfort and punctuality are the quality dimensions of greater importance for the public transport services company. Secondly, the study explores satisfaction and their determinants. The results showed that the dimensions of satisfaction for the company were exactly the same as  those of dimensions of service quality, in particular, security, reliability, comfort and speed. This analysis shows us that the company does not distinguish quality from satisfaction. Evidently, it seems that the dimensions of quality and the determinants of satisfaction are identical. There appears to be no clear difference between quality and satisfaction, findings that are no surprising. The main objective of this research is to understand the relationship between quality and satisfaction. It was found that the organization under study does not make a distinction between these two concepts. Therefore focus groups with the company’s customers were also conducted and undertaken. The objective would be to determine and discover the main determinants of satisfaction, comparing them with results obtained in the organization. In the focus groups it was found that commuters value exactly the same determinants of satisfaction as those advanced by the company, in particular comfort, punctuality, speed and reliability. One exception is safety, the conclusion being that customers assume from the outset that the metropolitan is safe. This is in line with the Johnston’s (ref?) argument about the hygienic factors having potential for dissatisfaction instead of satisfaction. The results also helped to further understand the views of noncustomers, from which we can conclude that the most mentioned determinants were reliability, comfort and cleanliness, security and punctuality. For these reasons it is concluded that despite the literature’s stipulation of the existence of a distinction between the constructs of quality and satisfaction, this study found that the company, non-customers and customers clearly do not make such a distinction. It seems that business, customers and non-customers all use the dimensions of quality to describe satisfaction. A more careful analysis of the case leads to the conclusion that quality and satisfaction are not entirely distinct and there is also a relationship between the two concepts. The relationship between quality and satisfaction exists when satisfaction is guaranteed. Their ability to meet the needs of the consumer with the service, must take into account the quality of service and its dimensions. Another view shown in this paper was the distinction between satisfaction and dissatisfaction. The study acknowledges that for non-customers satisfaction and dissatisfaction are opposing concepts. Moreover, the determinants of dissatisfaction are exactly the opposite of satisfaction, namely: reliability/failure to comply with schedules; comfort and cleanliness/discomfort and dirt; security/insecurity; punctuality/failure to comply with schedules. An interesting finding is that, these results are in line with literature. For customers there is no such relationship between satisfaction and dissatisfaction; dissatisfaction in this case is commonly associated with the technical aspects of the service. It is therefore not clear to customers that satisfaction is the opposite of dissatisfaction. While for the company, the conclusion is that these concepts are contrary, when referring to cofort/discomfort; security/insecurity at night/delays and robberies. Finally, the results for customers and noncustomers tolerance zones were examined. The paper confirms that customers have a greater tolerance zone towards the service than non-customers. In other words, non-customers are less tolerant to failures than customers. This conclusion is evidenced by the customers when they say that in the event of failures or problems with the service, such as delays, lack of cleanliness and lighting, or lack of seating, these reasons alone would not lead to abandoning the service. It is concluded that in the case of customers there may be some oscillation in the levels of satisfaction (very satisfied, satisfied, unsatisfied) within the zone of tolerance. Non-customers are less tolerant. In these discussion groups’ several situations or scenarios of dissatisfaction emerged that would cause abandoning the service, including failure to comply with the vehicle schedules, frequency of carriages and disabled access to the stations. 6. CONCLUSIONS This study answering RQ1 expands on existing knowledge by identifying that service quality dimensions serve as points of departure for companies to develop action plans and strategies that generate perceptions of quality by customers. Thus, for each type of service there may be a specific set of different dimensions of quality, in that they assume different orders of priority. Additionally there is yet another 128 F. Fonseca , S. Pinto , C. Brito possibility that each organization may have dimensions that are specific to each/its sector. The classification of the service quality dimensions is important because each one brings different approaches, which help the managers of the companies providing services to understand the importance of each dimension and their impact on customer satisfaction. The empirical data of this case indicates that reliability, safety, speed, comfort and punctuality are the dimensions of service quality which the organization believes most influence the perceived quality. This study also clarified and thus contributes to identify the key dimensions of service quality that influence the perceived quality service, in a specific means of public transportation. Furthermore, this study shows that if the dimensions of service quality are assured then the customers achieve a degree of satisfaction and dissatisfaction in accordance with their needs, answering RQ2. The research results also showed that depending on the subway line that is used by a particular customer, he/she usually chooses the same dimension as a priority, according to the satisfaction of his/her needs. The research results showed that a client that uses for example the yellow line gives preference to the quality dimensions of frequency and speed, since the choice of this line indicates the need to get to the city centre quickly. The customers who already choose the red line value the dimension of comfort, because it is a line with a more extensive network, which is important for the customer who wants to get a seat. From this we can conclude that if the principal dimensions of quality for customers are guaranteed, they will be satisfied or dissatisfied. There seem to be sever al implications of this study for service management. The first practical implication seems to be that it is important to reveal that if the managers know which dimensions of quality service their customers most value, (depending on the type of service we are dealing with), the customers may become more satisfied. This will occur because the organization will know specifically which dimensions of service quality will further satisfy the customers. Thus, organizations can focus their efforts on improving and increasing the dimensions of service quality which generate satisfaction. The second managerial implication appears to be the evident need for  clarification of the link between satisfaction and dissatisfaction. In terms of contribution to management, it is important that managers recognize that satisfaction and dissatisfaction are on a continuum, and that knowing of the dissatisfaction factors specifically, these can then be transformed into satisfaction, thus preventing the loss of a customer in a specific service. The third practical implication shows that for the non-customers if the companies and the managers know what quality dimensions this group value most, the company can focus investment on the development of these, including increasing the ability to attract new customers and tailor marketing and communication campaigns with a view to achieving this. The number of contributions presented serve not only to increase knowledge of the relationship between quality and satisfaction, but also encourages reflection on a topic which should be of utmost importance for managers and the vast majority of service companies, who are faced with the need to offer quality of service in its main dimensions and the consequent satisfaction of their customers. It is also expected that the contributions of the study encourage businesses and their managers to connect with their customers and noncustomers. As regards the customers it is important that the company be aware of the quality dimensions that they value most in order to tailor the service to their needs, maximizing satisfaction. This paper has limitations which are expected to be addressed in future studies. The limitations can be divided into three groups, namely: selection of the case and the process, limitations in data collection and finally the limitations of data analysis. One of the limitations is the small number of cases studied in public transport services which determines the strength and spread or validity of the conclusions. The inclusion of other cases corresponding to other paradigms or variations of the paradigms used here, will enrich the knowledge acquired. There were a range of other issues that were not explored which could enrich the research. There were other issues that emerged and seemed interesting but again, given the constraints, were not fully explored. For example, the identification of the factors that influence the formation of consumer expectations. When the interviewees were asked, in an open ended question, what factors influence expectations, the  answer was unanimous: communication with other consumers. Nevertheless, other factors could have been further explored. It would be even more interesting to emphasize the importance of expectations in a pre and post-consumer, or take into account the role of emotions in the construction or development of satisfaction and dissatisfaction of the customer. Replication of this study could be carried out in different public transports, which may be compared with another company in the sector. Furthermore, it would be interesting if the theoretical relationship model proposed had an emotional and experimental element. This study could be performed in different scenarios, particularly in areas of different service industries, such as luxury hotels chains, or telecommunications network providers. In addition to providing other results, these would undoubtedly further enrich the data already available. Vol.4, No. 2, 2010 129 REFERENCES: [1] Andreassen, W. (1995), â€Å"(Di)satisfaction with Public Services: the Case of Public Transportation†, Journal of Service Marketing, Vol. 9, pp. 30-41. 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(1991), Juran, Controle de Qualidade, Handbook, Vol. 1, Sà £o Paulo, Makron Books do Brasil Editora. [14] Levitt, T. (1972), â€Å"Production-Line Approach to Service†, Harvard Business Review, pp. 41-52. [15] Liljander, V. (1999), â€Å"Customer Satisfaction with Complaint Handling Following a Dissatisfactory Experience with Car Repair†, European Advances in Consumer Research, Vol. 4, Bernard Bubois, Tina Lowrey, L. J. Shrum and Marc Vanhuele (Eds.), pp. 270-275. [16] Maddox, R. (1981), â€Å"Two-Factor Theory and Consumer Satisfaction: Replication and Extension†, Journal of Consumer Research, Vol. 8, pp. 97-102. [17] Miles, M. and Huberman, A. (1994), Qualitative Data Analysis: An Expanded Sourcebook, 2nd Edition, Thousand Oaks, Sage Publications. [18] Oliver, R. and De Sarbo (1988), â€Å"Response Determinants in Satisfaction Judgements†, Journal of Consumer Research, Vol. 14, pp. 495-507. [19] Oliver, R. (1996), Satisfaction: A Behavioral Perspective on the Consumer, New York, McGraw-Hill. [20] Parasuraman, A. Zeithaml, V., Berry L. (1985), â€Å"A Conceptual Model of Service Quality and its Implication for Future Research†, Journal of Marketing, Vol. 49, pp. 41-50. [21] Parasuraman, A. Zeithaml, V., Berry L. (1988), â€Å"SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality†, Journal of Retailing, Vol. 64, pp. 12-40. [22] Swan, J., and Combs, L. (1976), â€Å"Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, Vol. 40, pp. 25-33. [23] Tse, D. and Wilton, P. (1988), â€Å"Models of Consumer Satisfaction Formation: an Extension†, Journal of Marketing Research, Vol. 15, pp. 204-212. [24] Westbrook, R. (1987), â€Å"Product Consumption-based Affective Responses and Post Purchase Process†, Journal of Marketing Research, Vol. 24, 1987, pp. 258-270. [25] Westbrook, R. and Reilly, M.  (1983), â€Å"Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction†, Advances in Consumer Research, Vol. 10, Richard P. Bagozzi and Alice M. Tybout, Eds. Ann Arbor, M1, Association for Consumer Research, pp. 25661. [26] Yin, R. (1994), Case Study Research: Design and Methods, 2nd Edition, United States, Sage Publications. Received: 15.12.2009 Accepted: 05.05.2010 Open for discussion: 1 Year 130 F. Fonseca , S. Pinto , C. Brito

The Shawshank Redemption

Adrian Sanchez Intro to Film 1 Sharri Hefner 4/20/13 Shawshank Redemption The Shawshank Redemption is a drama film released in 1994 written and directed by Frank Darabont. The overall theme of The Shawshank Redemption is the burden of isolation and imprisonment. Each of the inmates inside Shawshank Prison is locked up metaphorically as well as literally. Most prisoners in Shawshank redemption are there for life sentences. All that time behind the walls have changed the way the prisoners think and how they live.The young prisoners always say they are innocent when they are truly guilty. But Red, (played by Morgan Freeman) admits that he is guilty after spending 40 years in jail. The time he had to think about what he did is what led him to confess the truth. This is just one example of what all those years of isolation does to a person. The formal elements, camera, and the narrative is what I will use to prove the theme. The overall look and feel of the film is dark until the ending. The mise-en-scene of shawshank prison is unjust and shady.The design and characters help shape the mise-en-scene as an unjust and shady prison system. The design of shawshank looks like an old school dark sort of tower as you can see when andy first arrives to the prison. The costume is spot on in this movie. The officers uniforms look very intimidating as the prisoners uniforms look very dirty and plain. The warden is also dressed nice throughout the movie always in a suit. They use this to differentiate the high class and the lower class. The higher class is always controlling the lower class and accessing their dominance.They instill fear in their prisoners by abusing them and beating them which is very unfair. Years of being in that sort of environment can cause some prisoners to go crazy. Imagine going through that and witnessing that type of abuse every day of your life? Its going to have a huge effect on your brain mentally. This type of abuse makes a prisoner feel trapped an d even more isolated. Also the camera helps dictate the feeling of isolation and imprisonment. The camera is key to the theme. The camera shots and angles help make the viewer see how it feels to be isolated and trapped.One of my favorite shots of the movie is when andy is walking inside shawshank prison and they use a cut transition into a subjective shot where andy is looking up and seeing the tall building as hes walking inside the prison. That scene lets me know that he is already feeling trapped and he had just got there. They also use lighting to help inforce isolation and imprisonment. When Red is in his jail cell and as soon as the lights go out the lighting immediately changes and they do a close up shot to reds face and his emotion seems frightened and scared.Also when Andy gets cornered by three guys for the first time the lighting helps build shadow to make andy feel trapped. The narrative also helps shape the theme. The narrative as a whole helps dictate the theme. The characters throughout the movie feel trapped. There are different levels of isolation within the prison from the large, enclosed recreation yard to the smaller work crews down to the cellblock, cells, and, finally, solitary confinement.The prison then becomes a multilayered world that they have to live and deal with for the rest of their lifes. The sad thing is they cannot do nothing about it. When Bogs gets locked up in solitary confinement for a week the officers opened the door and said â€Å"Times up bogs† then he put on a fake grin and said â€Å"its your world boss†. This is the warden and the officers world and the prisoners are trapped in it with nothing they can do about it. They are in for so long that they get used to the prison system and this cruel world.But they forget about the life outside the bars. When brooks finds out he will be on parol he loses it. He almost kills his friend just to stay in jail. He wants to stay in jail because outside of the wall s he is nothing but inside the prison he is actually somebody. The montage of brooks when he gets out of jail is extremely sad. It depicts the negative effect on being imprisoned for a long time. When he gets out he is lost in the world. He feels even more alone then he ever was in shawshank.Being in prison for that long has negative effects on the brain. When you get used to one way of living you feel like that’s the only way to live but when you step out in the real world you are just confused and don’t know how to react to the environment. Sadly he committed suicide at the end of the montage. Also red told andy in the last scene that they were in prison together â€Å"ive been in here for most of my life. Im an institutionalized man now [†¦] In here im the guy that can get things for you. Outside all you need is the yellow pages. He is saying that he is so used to the prison that he would never survive in the real world. This futher proves my theme that isolat ion and imprisonment is a burden. You feel trapped both physically and mentally when you’re in jail for that long. Andy and red were the only ones to break through the physical and mental hurdle that many prisoners couldn’t. Others would have just given up. But andy and red had other intentions. They wanted freedom so bad they would do anything to get it. And so they did. Now that’s The Shawshank Redemption.

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The War Was The American Revolution - 1441 Words

American had fought many wars in its long life, but the most impacting war was the American revolution. The American revolution created many revolutions in American society from 1775 to 1800, but to understand why we have to start from the beginning. The American revolution started in 1763 and finished in the year 1783. This revolution consisted of the thirteen colonies uniting under on nation to fight the authority of Great Britain. The American revolution was the effect of political, social, and transformation of daily thoughts. It first initiated in 1763 when the British parliament started to impose taxes upon the colonies to pay the war debt from the French and Indian war , the English rejected these taxes saying no taxation without representation. The taxes continued to grow and so did our anger the final straw was when the British put taxes upon tea . The taxation of tea cause the American to become infuriated and create a group called the sons of liberty which dumped thou sands of dollars of tea into the great blue sea the cause of this led to the intolerable acts Massachusetts in 1774. This law enforced by British Parliament consisted of taking away Massachusetts historical rights, self – government, causing an outbreak throughout the colonies. This was the last straw causing the first battle to begin at Lexington and Concord in April 1775. The war caused the thirteen colonies to come together and form Provincial Congress that destroyed their old ways ofShow MoreRelatedIt Was the American Revolution and NOT the American War for Independence631 Words   |  3 PagesIndependence was the main focus of the colonies after monarch rule of the British. During this key period of American history, The American Revolution would be a more appropriate term instead of The War for Independence. In the dictionary, the term revolution is defined as an overthrow of one government and its replacement with another. The American Revolution gives a broader sense of what is going on; starting from the initial ideology of independence, the acts and protests carried outRead MoreThe French and Indian War Was a Major Cause of the American Revolution1482 Words   |  6 Pagescatalyst in triggering open hostilities between the French and the Americans. The French occupied parts of Canada but also wanted a stake in America. Its means to do this was through the Ohio Valley it maintained. However, the colonists were bound to permeate this area in their push towards the west. And as they did, competition for the lush lands flared up and came to a breaking point. This directly lead to the French and Indian War with the Indians, for the most part, siding with the French againstRead MoreThe Revolutionary War Of Independence1366 Words   |  6 PagesThe American Revolution which began as a War of Independence for American quickly transformed into a civil battle between the American patriots and loyalists joined by Indian forces. This war of independence, irrefutably, had a great effect on the citizens of America in varying degrees. The revolution, of course, gave a free rein to unforeseen political revolutions which often spark social revolutions. However, the American Revolution has foreseen the beginning of an abolitionist movement for AfricanRead MoreSimilarities Between The French Revolution And American Revolution1067 Words   |  5 PagesThe American Revolution and the French Revolution The late 1700’s was a time for cutting-edge inventions, literary and philosophical achievements, upcoming and rising leaders, and lastly, revolutions. The American revolution took place from 1770 to 1783. The French Revolution began in 1789 and lasted for a decade Both the American and French Revolution occurred at the same time and the citizens were both fighting for freedom from a monarchy, there are many important similarities and differencesRead MoreThe American Revolution : The Fight For American Independence Essay1155 Words   |  5 Pages The American Revolution: The Fight for American Independence Jaden Luttrell Central High School November 10, 2015 5th Period â€Æ' Abstract The purpose of this research paper is to do more than simply provide an accounting of the events of the American Revolution. Instead, I will provide a detail of how the French and Indian War impacted the revolution, and missteps by the British Empire led to the American fight for freedom. In doing so, you will come to understand how the American fight forRead MoreThe American Revolution-Eight Long Years852 Words   |  4 PagesThe American Revolution, also known as the American Revolutionary War and the War of Independence, lasted from 1775 to 1783. It stemmed from growing tensions between England’s 13 North American colonies and the colonial government representing England, as well as cost sharing imposed on English colonies by successive governments in London for debts attributed to former wars (Foner, 2012). 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Of course the people of the colonies were involved because they were the main participant in the war and the British were involved because that is who the colonies were fighting to gain independence from. The Indians were involved in a minor way, mainly on the British side. The African Americans also played a part in helping the Americans. The French also playedRead MoreA Letter to Abigail by John Adams, 897 Words   |  4 PagesJohn Adams, in a letter to Abigail Adams reflecting on the cost of war, stated, â€Å"Posterity, you will never know how much it cost the present generation to preserve your freedom. I hope you will make good use of it. If you do not, I shall repent in heaven that ever I took half the pains to preserve it† (The American Revolution, 2014). Although there were dozens of events that led to the revolution, it was freedom from British rule the colonists wanted; however, there would be a high price paid forRead MoreIntroduction Of The American Industrial Revolution1467 Words   |  6 PagesIntroduction of the American Industrial Revolution: The Industrial Revolution resulted in a shift from agriculture to industrial factories. In the United States, there were two phases of the Industrial Revolution. The first revolution, which happened between 1776 and 1789, was somewhat similar to Britain s Industrial Revolution and more political. The second phase of the American Industrial Revolution, which happened from 1860 to 1900, was not only political but also led to great improvements of

Sexual Behavior Since the AIDS Epidemic Essay - 995 Words

Few phenomena have changed the face of sexuality as dramatically as the appearance nearly 30 years ago of the microscopic virus known as HIV, or human immunodeficiency virus. According to the Centers for Disease Control and Prevention, HIV s the virus that can lead to acquired immunodeficiency syndrome, or AIDS (CDC, 2013). AIDS is a medical condition that is named because HIV is acquired and subsequently affects the body’s immune system to the point where it often becomes deficient in combating disease causing organisms, resulting a group of symptoms that collectively indicate or characterize a disease or syndrome. The World Health Organization states that HIV continues to be a major global public health issue, having claimed more than†¦show more content†¦Conversely, a person who inserts his penis into an infected partner is also at risk since HIV can enter through the urethra or through small cuts, abrasions, or open sores on the penis. Some people mistakenly beli eve that only men who have sex with men are at risk of HIV through anal sex. However, a national study of men and women 15–44 years of age found that 35% of women have had anal sex with an other-sex partner (National Center for Health Statistics, 2005). Vaginal sex is also another quite risky sexual behavior as an HIV transmission route, especially for women, and is the most common way HIV is transmitted in much of the world. In women, the lining of the vagina can tear and possibly allow HIV to enter the body. HIV can also be directly absorbed through the mucous membranes that line the vagina and cervix (Yarber, Sayad Strong, 2009). Adolescent females are biologically more susceptible to HIV than older women because their immature cervixes may be more easily infected. However, the virus can enter the bloodstream through the urethra or through small cuts or open sores on the penis. Menstrual blood containing HIV can also facilitate transmission of the virus to a sex partner. Some behaviors and conditions that put individuals at greater risk of contracting HIV include having unprotectedShow MoreRelatedAids ( Acquired Immunodeficiency Syndrome )1249 Words   |  5 PagesHIV, the virus which develops into AIDS (acquired immunodeficiency syndrome), is one of the world’s largest health concerns. The first cases were discovered in 1981. Now, about 35 years later, there are over 36.9 million people living with the disease (UNAIDS 1). Cases have been reported in all regions of the world. The majority of those living with HIV/AIDS, and those at greatest risk for contracting the disease, have limited to no access to education, prevention, care and treatment. There alsoRead MoreThe Epidemic Of The Aids Epidemic1438 Words   |  6 PagesThe AIDS Epidemic â€Å"According to the New England Journal, by September 1987, more than 40,000 cases of AIDS had been recognized in the United States and 50,000 cases in different countries.†(Swenson par. 1) The events that took place in the late 1980s and early 1990s changed the world as we knew it. It also challenged some of the greatest medical minds of that time, as they continually searched for a cure worldwide. An examination of primary and secondary sources will reveal the significance of theRead MorePreventing AIDS1541 Words   |  7 PagesAIDS Essay Today many people around the world are infected with a serious disease called AIDS. Unfortunately, the disease has led to many deaths worldwide and yet it still remains untreatable. Many Public Health Departments are now taking the lead in publicizing education about AIDS. Public awareness and prevention programs are possible solutions to the spread of AIDS. The issue of this paper is on AIDS Prevention Programs that target women. One outlook is that prevention programs that target womenRead MoreHiv / Aids : A Devastating Disease1482 Words   |  6 PagesHIV/AIDS is a devastating disease that has predominated in Africa due to the long incubation period of the virus, poverty, sexual promiscuousness, urbanization, trading routes, lack of knowledge, medical advances (use of needles, blood transfusion), and gender inequalities. Although the government denied the existence of HIV/ AIDS for many years, they have begun working towards various solutions such as the ABC (Abstinence, Be faith ful, and Condom use) method and United States initiatives like PEPFARRead MoreHow Has Aids Affected Our Society?1254 Words   |  6 PagesHow has AIDS affected our Society? Today more Americans are infected with STDs than at any other time in history. The most serious of these diseases is AIDS. Since the first cases were identified in the United States in 1981, AIDS has touched the lives of millions of American families. This deadly disease is unlike any other in modern history. Changes in social behavior can be directly linked to AIDS. Its overall effect on society has been dramatic. It is unknown whether AIDS and HIV existedRead MoreThe Immunodeficiency Syndrome Virus ( Aids )984 Words   |  4 Pages The acquired immunodeficiency syndrome (AIDS), which results form an infection called the human immunodeficiency syndrome virus (HIV) is a global epidemic that has taken numerous amounts of lives. There are two forms of HIV that are linked to AIDS, HIV-1 and HIV-2 (Crooks, Baur 460). HIV-1 is a virus that is constantly mutating and it is the first human immunodeficiency virus to be recognized as the leading cause of AIDS world wide, then we have HIV-2, which only occurs in some African countriesRead MoreThe Hiv 1 Life Cycle1653 Words   |  7 PagesUniversally, HIV remains to transmit through sexual transmission. A lot of individuals infected with HIV participate in safer-sex practices; yet, a large percentage of HIV-seropositive individuals remain to participate in unprotected sexual behaviors that put others at risk for infection. Also, this puts HIV-seroposi tive individuals at risk for acquiring secondary infections such as syphilis, gonorrhea, and herpesvirus. If this does occur this will accelerate HIV/AIDS for these individuals (Gerbi, HabtemariamRead MoreThe Negative Stereotypes About Bisexual Lifestyle1408 Words   |  6 PagesThe second contributing factor is the negative stereotypes about bisexual lifestyle. The political â€Å"treachery† of bisexual women resulted in their connection to sexual promiscuity. Lesbian women also frequently accused bisexual women of being fence-sitters who were able to â€Å"choose† between having a heterosexual and a lesbian relationship. Katie Griffin, a therapist, once summarized her bisexual experience into â€Å"On any other day, I will be straight. If it’s Wednesday, I must be Gay† (1). In otherRead MoreHiv / Aids : The Most Critical Epidemic914 Words   |  4 PagesWhen it comes to HIV/AIDS, it is still today regarded as the most critical epidemic that affects a significant number of people in the world’s population. HIV statistics for the end of 2013 indicate that around 35 million people are currently living with HIV worldwide, 38 percent less than in 2001. In the same year, around 2.1 million people became infected with HIV and 1.5 million died of AIDS-related illnesses. HIV and AIDS are found in all parts of the world, however some areas are more affectedRead MoreThe Epidemic Of Thailand Kingdom1477 Words   |  6 Pagesin 1950 to around 66 million in 2015 (1,2). During 1980-1991 Thailand kingdom is one the countries that have a high rate of HIV/AIDS in South East Asia. It grouped with Cambodia, Burma and some part (states) of India as countries in Asia that got hit early by HIV epidemic and have more than 1% prevalence of adult living with HIV (3). The first few detected cases of AIDS in Thailand were found among men who had sex with men in 1984 (4,5), then followed by the case among injecting drug users in 1988

Daisy Gonzalez Essay Example For Students

Daisy Gonzalez Essay 1st pd September 28, 2004Environmental A-PPopulation OverloadPopulation Overload is about how each time our population in theUnited States doubles. Whether because of the World War II, uncheckedimmigration, or just over-crowded cities, population increases and dangerincreases as well. It also says how we as humans and citizens of thiscountry should do something about the population overload in the UnitesStates. Losing millions of acres of farmland, over use of water supply, airquality not improving, schools over crowding as well as over crowdinghealth care systems, are troubles that the United States face due to theincrease of population. This over crowding problem is not just a hassle,but we are at risk of one day reaching a point no one can do anything aboutit. Democrats and Republicans, liberals and conservatives, are avoidingdebate on these issues because they are the most difficult ones forpoliticians to conform.Imagine, if the government doesnt act to improve our nation, who will?This article applies to the issue of Human Population Explosion dueto that each year, the population increases in the United States as well asother countries, by more that thousands. It explains how we are over usingthe resources we have which sooner or later we will no longer have. Probably the biggest problem is healthcare. Budgets go down due tooverpopulation and many times, emergency rooms have to close down due totheir low budget. What will happen if this keeps on?This issue impacts us locally due to the fact that we live in theUnited States and we should take care of the little resources we have. Andits true, weve seen in the news how we have a shortage of water, the airis polluted and how we are running out of medications, and all this is dueto the population increase. More people more resources needed. I definitely think this is an enormous problem not just because oneday we wont in this world, but we are not thinking of the consequences. As individuals and as a nation, were defined by the choices we make. And too often, by the tough decisions we avoid. Most of us haveavoided even thinking about how our rapidly growing population isaffecting our quality of life and shaping our society.The only way to avoid this problem is to take care of each other and besmarter of how to use what Earth gives us. We also need to teach ourchildren, of how we can prevent the problems of over population. We must prepare to make very tough choices on all these issues thatweve too long ignored.