Crm Practises In The Indian Hotel Industry Tourism Essay Example

Crm Practises In The Indian Hotel Industry Tourism Essay Customer is the most of import individual for a concern. He is non an break to our work but the intent of it. He is non an foreigner ; he is a portion of it. We are non making him a favor ; he is making us a favor by giving us an chance to function him. ( By Mahatma Gandhi ) CRM includes all facets of interaction a company has with its client, whether it is, pre-sales, gross revenues or post-sales ( service related ) . Customer relationship direction ( CRM ) is a scheme that can assist them to construct durable relationships with their clients and increase their net incomes. The client demands can be categorized as: We will write a custom essay sample on Crm Practises In The Indian Hotel Industry Tourism specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Crm Practises In The Indian Hotel Industry Tourism specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Crm Practises In The Indian Hotel Industry Tourism specifically for you FOR ONLY $16.38 $13.9/page Hire Writer ( a ) Service ( B ) Monetary value ( degree Celsius ) Quality ( vitamin D ) Action and ( vitamin E ) Appreciation. ( By Raghunath A ; Shields 2001 ) CRM can take to cross-selling and up merchandising of merchandises and services. Cross-selling agencies selling the right merchandise to the right client. 1.2 Hospitality Industry Hospitality is all about offering heat to person who looks for aid at a strange or unfriendly topographic point. It refers to the procedure of having and entertaining a invitee with good will. Hospitality in the commercial context refers to the activity of hotels, eating houses, catering, hostel, resorts or nines who make a career of handling tourers. The cordial reception industry is a 3.5 trillion dollar service sector within the planetary economic system. It is an umbrella term for a wide assortment of service industries including, non limited to, hotels, nutrient service, casinos, and touristry. The cordial reception industry is really diverse and planetary. The industry is cyclical ; dictated by the fluctuations that occur with an economic system every twelvemonth. Today cordial reception sector is one of the fastest turning sectors in India. It is expected to turn at the rate of 8 % between 2009 and 2016. 1.3 Indian Hotel Industry Harmonizing to a study, Hotel Industry in India presently has supply of 110,000 suites and there is a deficit of 150,000 suites fuelling hotel room rates across India. Harmonizing to estimations demand is traveling to transcend supply by at least 100 % over the following 2 old ages. Five-star hotels in metro metropoliss allot same room, more than one time a twenty-four hours to different invitees, having about 24-hour rates from both invitees against 6-8 hours usage. Hotel rates in India are likely to lift by 25 % yearly and tenancy by 80 % , over the following two old ages. Hotel Industry in India is traveling to witness a roar with Delhi hosting 2010 Commonwealth Games. 2. Scope of the Study This survey aims to understand the stairss taken by the hotel industry to better their relationship with their clients. The survey would be limited to documenting the practises and plans followed by merely the taking participants in the hotel industry. The survey would analyze the stairss taken by the taking participants to heighten client keeping, client satisfaction, and client delectation which leads to constructing the trade name image in the heads of the clients and hence increased profitableness. 3. Aims of the Study To analyze Customer Relationship Management in the Hotel Industry . To analyze the plans and patterns of CRM employed by the taking hotels in India. To analyze the steps to construct a better relationship between the client and the cordial reception unit. To understand the new selling attacks in hotel industry. To analyze how CRM helps to retain clients. 4. Research Methodology The survey involves secondary research of the similar surveies done in past, hotel duty cards, magazines, newspapers, articles, and cyberspace and company records. The type of informations taken into consideration for this subject is the Secondary informations. This survey is descriptive in nature while it seeks to place the present scenario of the patterns being followed by the taking hotels in India for heightening client keeping, satisfaction and trueness. 5. Restrictions of the Study A · Due to the handiness of merely secondary informations, hallmark of the information is non certain. A · Since the hallmark of the information is non certain, the consequence of the undertaking may non be precise. 6. CRM and the Hotel Industry Hotel Industry is a service sector where there is a major function played by relationship selling. Several large organisations have failed to cognize what the client truly wants and several others, after cognizing, could non truly interpret these demands into rescue. Hotels exist for no other grounds than to run into client demands and outlooks. CRM is a concern scheme to choose and pull off the most valuable client relationships. In cordial reception, each client relationship has value and should be managed efficaciously. There is chance for redemption and recommendation from each past client. The disposal of the information about this past invitee and the effectual integrating of the information into frontline invitee services plans is the challenge of CRM execution. Two parts of CRM: The operational CRM trades with those which make client contacts or otherwise called as touch points. Analytic CRM does the occupation of analysing the accumulated information from the assorted touch points with the assistance of concern intelligence. Integration of Customer Information through CRM: The informations beginnings may include guest history, external invitee profiling systems, eating house nine plans, gross revenues and providing system information and other informations. 6.1 Customer profiling: Demographic and Psychographic information is collected and a big per centum of the client database is built. This is followed by the execution of effectual selling plans to pull similar clients to construct gross. 6.2 Direct selling: The use of the integrated client information for direct selling is the fruit of CRM attempt. Highly profitable offers can supply concern during slow periods. These offers can be communicated via mail or electronic mail. 6.3 Best customer/extraordinary service: It is true that the 20 % of clients contribute to 80 % of gross and therefore it becomes all the more of import to acquire the most profitable clients wholly satisfied. This involves really elaborate satisfaction analysis, combined with valid fiscal informations about each client all appended to the client database. It is the integrating of all the elements that cordial reception has to concentrate on: 1. Personally acknowledging clients ; 2. Offering appropriate value and great service to promote repetition concern ; 3. Sing that employee and guest satisfaction continues to better ; and 4. Beating the competition by offering a better merchandise, viing on the service experience instead than monetary value entirely. 7. Customer Relationship Management Software for the Hotel Industry Guest Ware is a alone Customer Relationship Management System ( CRMS ) designed specifically for the housing industry to supply individualized invitee acknowledgment and exceeding service quality. Leading hotel direction companies use Guest Ware to better guest satisfaction, lower operating costs, construct guest trueness, and increase revenues.Guest Ware is installed in over seven 100 hotels and resorts worldwide ; including Marriott International, Hyatt Hotels, Star wood and many independent hotels and resorts. Customer Acquisition is six times more dearly-won than Customer Retention. The undermentioned tools are provided by Guest Ware for Customer Retention. 7.1 Improvement Analysis Implement Process Improvement Industry studies show that invitees are less likely to return if they experience a job during their stay. Guest Ware s Improvement Analysis tools provides with the information to extinguish repeating jobs and maintain invitees coming back, so to take down operating costs and increase guest satisfaction at the same clip. ( Raghunath A ; Shields 2001 ) 7.2 Comment Card Tracking Listen to your Customers Customer study on eating house or an extended questionnaire of invitees, the GuestWare Comment Card Tracking system assists to pull off client feedback. Guest Ware improves productiveness in the follow-up procedure and supply valuable direction studies to maximise the benefits of studies. Develop comprehensive invitee profiles from reserve information and demonstrate to guests/customers that the belongings is in touch with their demands. Drive guest-centric informations down to the dealing degree, leting employees and guest-facing engineering to present greater value to the guest/customers. Generate a realistic profile on the disbursement and remain forms of invitees, leting the belongings to make guest-centric selling for increased trueness and disbursement. Examples: ITC Maurya Sheraton Field merchandising, Loyalty plans, Reservation systems, Web A ; Call centres are the major beginnings of database development. The hotel has 35,000 members in its database. They regard this direction of their database as an plus because it enables a superior client apprehension. Figure 1 GuestWare Enterprise Edition s Preference entry screen. Note Global Preferences denoted by ruddy G . The fast one is to acquire the relevant information in forepart of the line employees instead than maintaining it locked up in an offline analytical database or centralized system non available to hotel forces. An indispensable construct in discoursing guest acknowledgment is that of penchants. Capturing, retaining and doing effectual usage of expressed client penchants is the kernel of guest acknowledgment. The platform shops and communicates planetary or cosmopolitan penchants for the guest across all hotels in the company ( smoking or newspaper penchants, for illustration ) . Yet it besides supports the gaining control of local penchants, unique to the single belongings, so that a penchant of room off from snowmaking appears at the ski resort, but non the halfway metropolis belongings. 7.3 Using the Database: Product and service betterment is merely one consequence of tapping into a database. Developing particular publicities and using direct mail to advance these runs is another major usage of database selling. For illustration: A gross revenues squad of Mughal Sheraton, Agra had completed a reappraisal of an approaching weekend. This reappraisal revealed that engagements to day of the month were slightly below prognosis and that a particular publicity may be done in order to rush up the concern. The gross revenues squad so enveloped particular publicity packing to promote engagements for weekends. They searched their welcome interruption vacation bundle database and scratched it to place and section the clients who tend to: Book on long weekends Book on a short term footing Respond to promotional runs It is aggressive merchandising to the possible clients who have peculiar demands and wants. ( Sheth, 2002 ) 7.4 Database Mining The systems analysis tools allow users to profile their most profitable clients, analyze their purchasing wonts, develop amp ; measure the public presentation of targeted selling runs. The biggest advantage of database excavation is that it helps to concentrate the attempts and available resources into one way which is most profitable and out-base excavation helps to extinguish the non-profitable clients and hence reduces the costs and enhances the net incomes. The net incomes enhanced are non merely in pecuniary footings but besides in footings of client trueness and long term keeping. ( Rmana A ; Somayajulu, 2005 ) 7.5 Relationship Selling Relationship selling is cognizing the client and utilizing that information to bond with them. Form the initial personal contact and so function as the foundation for fostering this brief brush into a friendly and adjustment relationship by concentrating on personal invitee information. In add-on to cognizing the purchase wonts of members ( room choice, certain agreeableness penchants, and so forth ) , personal information such as partner s name and avocations are added to a member database. The company uses this information to orient particular events and merchandises to little sections of the rank. ( Swift, 2001 ) 7.6 Complaint Handling It is estimated that 90 per centum of disgruntled clients whose jobs were non solved will neer make concern with the retail merchants that sold them the merchandise nor will they once more buy the merchandise that caused the job. In instance of hotels customer/guest is more likely to exchange if the provided service is non satisfactory to their outlook. The amazing intelligence is that those people who do ailment and have their job taken attention of, be given to be more loyal to the company than the people who were satisfied in the first topographic point. First companies see ailments as chances to better, to affect clients and to turn kicking clients into loyal 1s. ( Schneider and Bowen, 1999 ) 7.6 Priority Selling Priority Marketing focuses on what s of import to the client. What is of import to one client nevertheless, may non be every bit of import to another. See the varying demand placed on a hotel: An air hose air hostess may happen the 24 hr room-service highly valuable, a retired twosome may necessitate dietetic bill of fare options, a tour jobber may prefer low monetary values, and a immature female executive considers a security a precedence. Hotels should interrupt down their services and ask clients what is of import to them. This attack can field really valuable penetration about altering client penchants. Identifying groups of clients who have similar penchants or even similar gustatory sensations ( such as sharing common perceptual experiences of quality or provinces ) , hotels can aim publicities to capitalise on known features and individualise the experience. 8. Some Hotels who excel in Customer Relationship Management 8.1 ITC WELCOME GROUP HOTELS ITC hotels stepped into the cordial reception industry in 1975 and are one of the most approaching hotel ironss in its category. They started their first hotel in Chennai and now they have 66 hotels across more than 50 finishs in India. ITC collaborated with Sheraton hotels, which is a portion of Starwood hotels and resorts and is a well-known planetary cordial reception concatenation. They were the first 1s to follow this sole logo which has non been thought or taken by anyone to fit this The Namaste-Nobody gives you India like we do . It is represented by four typical trade names functioning the demands of the travellers, viz. : ITC Hotels Super deluxe and premium hotels in strategic concern location. Welcome Hotels Five Star first category cordial reception for concern and leisure travellers. Fortune Hotels and Resorts Full service cordial reception at mid-level monetary values for concern travellers and leisure travellers. Welcome Heritage Palaces, garrisons, havelis, resorts and places that conveying alive the history and love affair of India s heritage. 8.2 THE OBEROI GROUP OF HOTELS The Oberoi Group of Hotel has played a prima function in the growing of the hotel industry in India. Oberoi hotels today operate the largest concatenation of luxury hotels with 30 hotels in 9 states and are quickly spread outing into new finishs around the universe. In order to guarantee individualized attending to all invitees, anexclusive pantryman service has besides been introduced on all floors. The Oberoi has 8 floors with even numbered suites confronting towards the Golf Course ( pool side ) and uneven numbered suites confronting Humayun s Tomb ( monument side ) . Leisure Facilities: Health nine, Swiming pool, Delhi Golf Club installations. Particular services: Bank, Barber Shop, Shoe Shine, Beauty Parlor, Laundry, Drug Store, Flower Shop, Book Shop, Mercury Travels ( fining A ; auto hire ) , Executive Center ( Typing, Fax, Photostatting, Board room ) etc. Shops: Shoping Arcade located at the anteroom degree. 8.3 TAJ GROUP OF HOTELS Taj group of hotels is the largest concatenation in India- with several Hotels abroad besides. The parent Hotel-The Taj Mahal Hotel, Bombay is rated among the 10 best hotels in the universe. Taj has been runing in the USA, the UK, the Maldives, Oman and Srilanka and the Taj Empire continues to spread out farther. Today Taj has 50 Hotels of which 48 are operational, 38 finishs and is the largest Hotel concatenation in the state. Merely one hotel group knows India and South Asia so good, and does so with such masterful manner. The singularity of the Taj Group lies in the amount of its parts in supplying a living heritage of India, together with superb amenitiess and modern installations. All of these combine to do The Taj Experience a must. The Taj Club It is a known fact that a concern traveler is a much pampered individual indulged with amenitiess and comfortss unheard of even a decennary ago. However a longing has doubtless arisen for a particular privilege, an interior sanctum, an Exclusive Club. Born of desire, The Taj Group of Hotels offers the Taj nine which offers alone universe of installations and privileges, both indispensable and extraordinary. Business Centre It offers several utile installations 24-hrs a twenty-four hours, seven yearss a hebdomad. These include Facsimile, Internet, E-mail, Color photocopying and legal library, every bit good as laptops, metropolis beepers and nomadic phones on rental footing. Taj Palace Business Centre is designed to give the best to the concern community who do necessitate sophisticated communicating installations and other appliances to remain connected to the remainder of the universe while at the Hotel. With no hyperbole it could be said that the guest gets the best of best services and installations which are more than necessary for a modern concern adult male, and besides feel at place piece at work. The hotel calls this construct An office off from place . Other Services A ; Facilities: A · 24-hour room service A · Free safe sedimentation cabinets A · Express laundry/ prohibitionist cleansing A · Purified H2O supply A · Doctor-on-call A · Full-equipped Business Centre A · 24-hour fax/ teletypewriter installations. A · 3 Meeting suites A · Work station handiness A · Laptops on hire A · Secretarial service A · Knight Rider online service A · Currency Exchange A · Travel aid . Car hire service A · 24-hour Coffee Shop A · 6 Restaurants A ; Parallel barss A · Night Club A · 8 epicurean Banquet Rooms A · Shopping arcade A · Fitness Centre A · Agreements made for golf and tennis 9. CRM Practises at Some of the top Hotels: 9.1. ITC GROUP OF HOTELS ITC MAURYA SHERATON DEFINES CRM AS: Customer Relationship Management is a procedure of pull offing client dealingss in an organized manner . They aim at pull offing each Moment Of Truth that is experienced by the client. There are assorted contact points where the hotel comes in direct contact with the client which are known as Touch points in the CRM linguistic communication. These touch points are considered of import as there is direct interaction with the client and they provide valuable input to the hotel. The input provided by the client has to be captured in such a manner that it becomes information and can be used by assorted procedures within the hotel. This can be done with the aid of engineering and the purpose is that whenever there is a client interface with any of those procedures they are able to utilize that information in serving the invitee in a most efficient mode. ITC Maurya Sheraton has been following an unstructured signifier of CRM with a narrow focal point of functioning the client well and in a most efficient mode. The construct of Customer Relationship Management has a broader focal point of non merely functioning the client but besides making the client and retaining him for measurable and significant returns. CRM is a huge topic where the construct of one to one selling is supported by Database Marketing. CRM procedure at ITC Maurya Sheraton has been divided in 2 stairss: 1. Designation of all Customer Relationship direction vehicles 2. Integration of these Customer Relationship direction vehicles DATA CAPTURE VEHICLES Maurya Sheraton has identified 5 such vehicles ( from marketing point of position ) which are besides the touch points for the hotel in the procedure of pull offing its Customer Relationship. These vehicles are: Field merchandising Loyalty Plans Distribution Points Web Call Centers 9.1.1 Field Selling When a gross revenues group or a selling executive of the hotel makes a gross revenues call to a corporate, so it is called Field Selling. Field Selling includes Prospecting which means searching and seeking for new clients. Current Histories are one of the best beginnings to bring out new concern that is within these current histories, as they harbor many beginnings of untapped concern potency. They besides provide Leads and referrals. Leads are possible clients with whom no contact has yet been made and larning of possible clients from current clients is called Referral. 9.1.2 Loyalty Plans Second vehicle for CRM identified by Maurya Sheraton are the Loyalty Programs. These plans are designed to honor the loyal invitees of the hotel. Every clip a invitee cheques in the hotel at his every touch point or interface with the hotel, every clip he spends on a service provided by the hotel ( usage of Room, Restaurant, Laundry, Telephones etc. ) , the dealing is recorded at each single point and is added to the concluding measure presented to the invitee at the terminal of the stay. There are certain points attached to the figure of rupees spent by the invitee. Therefore higher the sum of the measure, the higher will be the figure of points attained by the invitee. These points are credited to the history of each invitee with the aid of engineering. These are called Loyalty points. These histories holding the trueness points are alone to every invitee. Therefore, whenever after the first clip that guest cheques into the hotels, the guest history besides affects the trueness points. The higher the figure of points, more loyal is the invitee. The points can be redeemed by the invitee for either free corsets at the hotel or free gifts as listed by the hotel or free repasts depending upon the figure of points accumulated. The aim of holding a trueness programme is non merely to do the guest feel rewarded for his stay but besides cross-sell other services which can be used by the invitee like wash, telephones, eating houses etc. and the gross generated from these could be earned by the hotel. Therefore, alternatively of loss of gross by supplying free stay, they really gain the gross every bit good as certain clients for life with the aid of the trueness. 9.1.3 Distribution Points/ Central Reservation System A client can merely do a call at the reserve Centre to do a engagement with the hotel. It sounds simple but it could acquire complex in instance he does non have the expected or the coveted response. The information sing all guest reserves is managed through computing machine package, hence, when a client brand calls to question about a reserve, all his hotel usage history pops up in the system which gives a opportunity to the executive at the reserves to immediately acknowledge the client and reference him by his name. This minute of truth is experienced by the client with a feeling of acknowledgment and feels it as good service at the first touch point itself. The input or direction received from the client at the phase is recorded in the reserve system for farther mention by the hotel operations. 9.1.4 World Wide Web ITC has an information portal which merely allows the client to bespeak a reserve which has to be checked manually by the hotel reserves and so merely the verifications are given. This is a touch point of client relationship because a speedy and accurate response could win you a client. And since it is on an single footing, it is more individualized and customized because the client puts in his penchants when bespeaking a engagement. Therefore, once it is entered in to the hotel s informations base the client does non hold to reiterate his penchant as they are automatically suggested by the reserve signifier on the cyberspace. 9.1.5 Call Centers ITC Maurya has a Call centre dedicated to serving the trueness programme members. Here the clients can name in and happen out about any information related to their rank. Whether question relates to accumulation or salvation of points, it can be accessed through these centres. This installation has been outsourced by Maurya and is out of the premises of the hotel. This has been done to serve the quest in a most individualized and efficient mode. Call centres can now even be accessed via electronic mail as it is the most cost effectual and clip effectual manner of accessing 9.1.6 OTHER INCENTIVES TO THE CUSTOMERS BY ITC WELCOME GROUP HOTELS Welcome Award Honoring Relationships Welcome Award has earned the differentiation of being India s premier and most powerful frequent invitee programme. The Welcome Award programme recognizes client as a concern traveller and through its strategic confederations with travel spouses enterprises to construct a rewarding relationship client. As a Welcome Award member clients can gain Stars on every facet of their concern tripaˆÂ ¦hotel corsets, concern amusement, Car leases and even air travel. Welcome Link- Bring place the wagess Welcome Link, India s most popular programme for cardinal professionals offers many value-added benefits. It is designed to assist members in doing reserves for their company executives. For every materialized room dark booked by a member at ITC-Welcome group Hotel, points are earned that can be redeemed for a broad scope of wagess. With Welcome Link, the member can look frontward to many exciting publicities and awards coming their manner plus an exciting scope of wagess, complimentary dining, free vacations, air tickets, auto leases and privilege shopping with Citibank Diners Gift Vouchers countrywide. ITC s STEPS IN THE CRM PROCESS: The first measure in CRM is for the internal client ie the employees. At Maurya, they are trained to larn more about the invitee and his background so that when he talks to the invitee, he can strike a conversation that is of some involvement to the invitee. That may non be needfully related to his stay at the hotel but these informal conversations with the invitee can assist construct an first-class resonance with the invitee which will take the guest to cognize the employee by the name. In future interactions, it is possible that the invitee may merely wish that most of his work done through that employee. This is besides a signifier of customized and individualized merchandising within the hotel. The 2nd measure in CRM procedure is to incorporate the information which is received through touch points. From a selling point of position, it is of import to acquire the desired input back from touch points in such a manner that all the spots and pieces picked up by different touch points can be organized and used as valuable information by assorted other touch point to offer the right merchandise to the right client and that excessively at the right clip. All this is done by making a information base 9.2 THE OBEROI GROUP OF HOTELS Oberoi has a really loyal backing from its invitees, which has ensured a high market portion in the high-end section of the market, which they cater to. CRM PROCESS AT THE OBEROI GROUP OF HOTELS Harmonizing to the Oberoi the terms-Customer Relationship Management and Relationship Marketing are used interchangeably therefore they do non hold a separate CRM section as the sketching maps of the CRM procedure are integrated in the Gross saless and Marketing operation. They use a assortment of after gross revenues tactics for client bonding and trueness. Co-operative and collaborative relationships with clients seem to be the most prudent manner to maintain paths their changing outlooks and suitably act uponing it. The Oberoi has ensured the above by the assorted end user and booker plans such as: ( Starkov, 2006 ) 9.2.1 Top The Oberoi Plus This is an end-user plan with an enrolment fee of Rs.575 merely. It is good for invitees who use the services of the hotel. Each clip a invitee spends, he accumulates points which can be redeemed for any services of the hotel. By inscribing and honoring clients with the aid of this plan, the hotel ensures that a greater bonding towards long-run client keeping. They have besides tied up with the air hoses for interchangeable salvation of points. 9.2.2 Connections Bookers Program Bookers are an of import nexus in happening an existent sale therefore they need to be kept motivated to force the hotel when the reserves are made by a corporate history. Each clip a booking agent gives as reserve to the hotel he gets recognition points for that and which can be redeemed for gifts or any hotel services. 9.2.3 Food Festivals The Oberoi conducts assorted nutrient festivals at its Restaurants. Regularly and sends invitations to its more profitable Clients. 9.2.4 Tie-Ups The Oberoi invites top clients like CEO, Managing Directors and cardinal determination shapers of different companies to societal eventides specially arranged to further heighten the Customer relationship direction maps. 9.3 THE TAJ GROUP OF HOTELS The Taj Group is besides puting to a great extent on CRM systems to keep client databank with their profiles to give a quicker and individualized service to their loyal patronage. The Taj gives high precedence to guest satisfaction. They even have an SMS service to maintain path of lost/missed calls by the clients while they are off. They have employed applications like PMS, CRS and CIS to maintain path of clients profiles which includes information such as their disbursement forms and their particular demands besides. They employ informations excavation technique to acquire and move on informations and besides give recognition to the employees who get regards from the invitees. TAJ GROUP OF HOTELS TO ITS CUSTOMERS/GUESTS 1. Taj Inner Circle Taj Inner Circle, the frequent invitee programme, allows invitees to gain points whenever they stay or dine at The Taj. Guests can so deliver their points for specially selected wagess like complimentary corsets at Taj hotels, resorts, and castles. 2. Taj Epicure Plan The Taj Epicure Plan is an optional add-on dining program to the Taj Inner Circle. Members earn Epicure points for outgos incurred on nutrient and drinks, at take parting Taj eating houses in India. 3. About the Taj Inner Circle The Taj Inner Circle has three rank degrees Blue, Silver and Gold. Customers/Guests articulation at the Blue degree and get down gaining on their stay or dining or both disbursals at all Taj belongingss. To measure up for the Taj Inner Circle Silver rank degree, client demand to roll up 250 points in any uninterrupted 60-day period i.e. pass Rs.25,000 ( INR ) , excepting revenue enhancements, in any uninterrupted period of 60-days. Members who spend Rs.2,00,000 ( INR ) , excepting revenue enhancements, in uninterrupted 12-month period, will be automatically upgraded to Gold position. Gold card members enjoy enhanced privileges and accumulate points at a faster rate i.e. they earn at the rate of 1 point for every Rs.80 spent, excepting revenue enhancements. Gold and Silver card members of the Taj Inner Circl

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Beethoven, Symphony No.5 - Essay Example The word 'theme' and 'motif' have been used interchangeably. The first movement can be divided into the exposition section, the development section, the recapitulation and the coda. The first movement opens in c minor and finishes in c minor. There are two common themes which are introduced in the first movement and written throughout the symphony. The paper will analyze the first movement. The exposition section introduces the famous four note motif which is often referred to as the "fate motif". There are some who consider it an 8 note motif as it starts in C- and then goes immediately to C major. Throughout this movement the motif is never just four notes. There is always a duality. The first four notes are followed by a pause as though Beethoven is catching his breath. The second four notes which are also played by the winds and brass are also followed by a pause. This motif is used as the theme throughout the whole symphony. In the first section he opens the symphony with the fu ll string orchestra with the brass; then the string take the motif. We hear his strong Haydn influence. He uses Haydn's technique of contrapuntal use of the motif when the strings talk back and forth. There is a crescendo with the brass using the motif and changing keys to Eb major. He introduces a trumpet fanfare in the rhythm of the four note motif. It is followed by the strings. There is an introduction of a new theme with the strings and clarinets. This is a two note theme. The cellos still are able to play the four note theme. Knowing that Beethoven lived in the country, his joy of being able to hear the trumpets would have influenced his introducing the fanfare in the exposition section as he walked on the property singing to himself. We cannot call it pastoral but it is full of emotion and controversy from a man who realized he only had music in his head. In the development section, he interposes the harmonies and melodies of both themes. The instruments are separated where t he strings and woodwinds first start with the two note theme as they are going questioning each other; then go back and forth with one note. The four note theme is used to give an element of surprise: first by the brass then by the strings and woodwinds. The fate motif is used in a crescendo to build up to the recapitulation. In the recapitulation section, the orchestra is in the full forte with the four note fate theme. The timpani is the heart of this section. The strings answer but for the first time we hear the woodwinds playing the harmony ending the oboe solo which acts like a cadenza to the section. The strings build up in a crescendo to the trumpet and trombone fanfare with one bassoon, then the strings play with the woodwinds responding. The measures are played in staccato with the trombones, and strings repeating the chords of theme and the winds answering. In the Coda, the whole orchestra is playing the four note motif only to end the finale measure with the chords (V I V ) The ending on a fifth prepares the transition from the first movement to the 2nd movement. The first movement is the beginning of Beethoven admitting that he has a hearing loss. He shows to the world that it iwas fate and he would not let it deter from his composing. "The Fate Motif was fate knocking at the door"(Gibbs 2006) It has never been proven if Beethoven actually made the reference to his front door. His music is expressive jolting and full of severe emotions. Sometimes you can see yourself

DB 4 Management and Leadership Research Paper Example | Topics and Well Written Essays - 250 words - 1

DB 4 Management and Leadership - Research Paper Example In the case of an internet retailer that involves a lot of inventive technology, and organizational flexibility, I would draw on the mission of the organization, as this would allow me work with what to expect in the future, and what the employees must strive to portray in the long run. Working on the mission statement allows the organization function outside the existing boundaries, and instill more creativity among the employees. I will also be very positive and inspiring to my employees, as this is the only way that the cycle of goals, objectives and strategies will be complete (Cawsey, Deszca & Ingols, 2011: 121). Working with the sub-units in the retail organization would allow me devise a change process. Cawsey, Deszca & Ingols (2011: 121) argue that working with sub-sections allows for generation of emotional vigor, commitment, and clear direction of the ideal future of the internet retailer. Since an entry and consistency in the internet retail market requires that the change agents- leaders- dream big, I will endeavor to come up with exciting, concise and challenging visions. In this case, I will have energized and mobilized employees to undertake initiatives that will lead to the internet retailer one of the best shops in existence (Cawsey, Deszca & Ingols, 2011: 121). My mission statement will be, ‘†¦by offering quality services, we motivate and encourage our employees to continually offer the best to our clients...’ With this, I will have created a dream on the ideal future of the organization; thus, dictate the same shape of ideas to the attainment of the organization’s aims and objectives. Vision, therefore, is the basis of a stronger, better and a unique organization (Cawsey, Deszca & Ingols, 2011: 121).A change leader must always come up with a vision and a team that will be useful in the implementation of the

Marketing Strategies Analysis Of Vodafone Marketing Essay

Marketing Strategies Analysis Of Vodafone Marketing Essay This report explores environmental evaluation and marketing strategies analysis of Vodafone. Referring to situational analysis, the SWOT analysis shows several important insights, such as fierce competition, high penetration rate, low differentiation and innovation. After defining two marketing goals, this study discusses marketing strategies of Vodafone from the perspective of marketing mix. Furthermore, there are two significant recommendations for Vodafone including social media and relationship marketing. Table of Content 1.0 Introduction This study will explain environmental evaluation and marketing strategies analysis of Vodafone. Firstly, this study will provide the situational analysis from the implementation of the SWOT analysis. Furthermore, segmentation targeting and positioning facilitates Vodafone to understand different needs of target markets. Secondly, the marketing objectives and goals will be defined and explained. Then, this study will introduce marketing mix to discuss marketing strategies. Finally, the recommendations will be given. 2.0 Situational Analysis This chapter will propose the situational analysis to evaluate the environment of Vodafone. The SWOT analysis including strengths and weaknesses of organisational environment and opportunities and threats of external environment aims to provide the comprehensive understandings of internal and external organisational environment. In the following, this chapter will employ the SWOT analysis to analyse and evaluate the internal and external environment of Vodafone. 2.1 Strengths There are several aspects of Vodafone strengths including brand recognition, emerging markets, solid foundation in major countries, strategic alliances and new service development. For instance, along with the economic recession severely influences the prospect of developed countries, such as European countries, UK, and North America, emerging markets increasingly contribute to the sustainable development of Vodafone. In terms of Table 1, during the period between 2009 and 2011, the annual growth of service revenue in emerging markets is more than 6%. However, there is comparatively slow growth of service revenue in Europe. Most telecom and internet service providers, like Vodafone, increasingly recognised that the exploitation and development of the global market, particularly emerging markets, considerably influence the sustainable development of telecommunications service providing companies partly because of the market saturation of domestic countries. Table 1: Key Revenue Performance Indicators 2009 2010 2011 Service revenue growth (0.3)% (1.6)% 2.1% Data revenue growth 25.9% 19.3% 26.4% Emerging markets service revenue growth 6.4% 7.9% 11.8% Europe enterprise service revenue growth (4.8)% 0.5% Fixed line revenue growth 2.1% 7.9% 5.2% Notes: (*) means that organic growth which presents performance on a comparable basis. Source: Vodafone (2011a, p.13) Furthermore, Vodafone has competitive abilities to develop new telecom service, such as 3G and data service. As Table 1 shown, compared with traditional service revenue growth, the data revenue growth is higher than traditional service revenue. Beside the higher growth of emerging markets and data revenue, the strong brand recognition and strategic alliances of Vodafone contributes to the sustainable development of Vodafone. 2.2 Weaknesses Several aspects of weaknesses, including uncertainty of revenue growth in data service and Euro market, gradually influence the development of Vodafone. For instance, there is a distinctive pattern of telecom service in emerging markets and developed countries. According to Figure 1, this figure implies that there are two significant results on mobile subscribers and penetration rates across regions. Firstly, the developing countries, especially rest of Asia, have over 800 million mobile subscribers, which is considered as the most potential mobile service consumption market. Secondly, compared with developed countries, rest of Asia and world has comparatively low mobile penetration. Hence, Vodafone, known as a pioneer of the global telecommunication service market exploitation and development, concerns its global market exploration. Figure 1: Total Mobile Subscribers and Penetration Rates by Region as of Mid-2007 Source: UMTS Forum (2008, p.6) 2.3 Opportunities Referring to Opportunities of Vodafone, the growth of emerging market and data service and telecom solution for corporates are described as two important opportunities. Firstly, as the previous analysed, the higher degree of mobile penetration in mature markets. Nevertheless, there is a growing space for Vodafone in emerging markets. Hence, emerging markets and relevant areas may gradually benefit the long-term development of Vodafone, since there are more opportunities. Secondly, Vodafone has its own business department for serving corporate client. Compared with consumer market, corporate client has their unique needs on communication and data service. For Vodafone, it not only is an opportunity, but also is considered as a challenge. 2.4 Threats There are several obvious threats facing Vodafone, such as high penetration rate in mature market, and powerful competitors. Firstly, as Figure 1 shown, compared with developing countries, mature markets, such as Europe and North America, have comparatively high penetration rate. In other words, the marketing environment in mature markets is more fierce competition than emerging markets. Secondly, in the UK mobile service market, there are three considerable competitors facing Vodafone, including Everything Everywhere (Orange and T-Mobile), O2 and Three. Everything Everywhere has more than 27.6 million subscribers (Everything Everywhere, 2011), which is separately more than each competitors. This competitor not only has the dominated position in the UK mobile service market, but also has the remarkable performance on international cooperation to explore global market. For example, it cooperating with Everything Everywhere in the UK market serves the Chinese tourists and residents dur ing the tourism period (Everything Everywhere, 2012). The following competitor is O2 that has over 22.2 million subscribers. For O2, it has the remarkable abilities to formulate and implement its well-defined marketing strategies. For instance, it provides the free Wi-Fi service suitable for consumers in McDonalds store (O2, 2012). These competitors exert their powerful influence on the competitive situation of Vodafone. 3.0 Differential Advantage/Competitive Edge This chapter will discuss the differential advantage/competitive edge of Vodafone, including solid foundation of innovation, innovative abilities for improve corporate client performance, and support of strategic alliances and cooperation. Firstly, Vodafone has its solid foundation in the telecom industry. In terms of the amount of the subscribers experiencing the telecommunication service, Vodafone is the second largest mobile telecommunications firm. Currently, Vodafone operates its telecommunications service in over 30 countries, such as UK, Australia, New Zealand, Germany, Italy, and Ireland, and, cooperating with domestic partners to provide telecommunication services in more than 40 countries, including Denmark, Singapore, Thailand, Russia, Finland and Ukraine (Vodafone, 2012a). In terms of Vodafone (2012c), the vision is to be the worlds mobile communication leader-enriching customers lives, helping individuals, businesses and communities be more connected in a mobile world. Secondly, in the corporate client market, Vodafone has its competitive advantages. For instance, Vodafone innovatively provides the TomTom with traffic data service and machine to machine communication solution (Vodafone, 2010). It not only makes traditional telecom service applied to business communication solutions, but also expands its market from consumer market to business client. Thirdly, the strong strategic alliances and cooperation of Vodafone facilitate Vodafone explore international market. For example, in 2011, Vodafone and Conexus created the relationship of strategic alliance for expanding the Asian market (Vodafone, 2011f). In fact, since strategic alliance has considerable abilities to understand local consumer behaviours, business environment and government regulation, these abilities helps Vodafone to effectively formulate and implement marketing strategies in foreign markets. 4.0 Segmentation Targeting Positioning Market segmentation is described as a market with the similar needs and behaviour of consumers. It is considered as a process of an organisation recognising its competitive advantages for serving market segmentation. After implementing strategy of market segmentation, Kotler Keller (2006) argued that target market is based on the understanding of specific needs, qualities and behaviours of market segmentation. In another hand, the determination of market segmentation may specific target market not available to competitors. The targeting and positioning is dedicated to understand what target market wants and how to provide suitable service satisfying their needs. Currently, Vodafone has two major target market including consumer market and corporate market. Referring to consumer market, for instance, young generation consumers, such as university and college students, are more concerned with mobile data service including mobile chat, quizzes, phone games, ticket purchase and others. For this specific target market, Vodafone may provide more discount for young generation consumers to make them become loyal consumers, which consequently benefits the long-term development of Vodafone. For corporate market, Vodafone incline to provide the customised service for specific corporate client, since different corporate clients have their specific needs. 4.0 Marketing Objectives and Goals The marketing objectives and goals contain two detailed orientations including marketing sales performance and marketing communication. Firstly, referring to marketing sales performance, there are several detailed predictors for Vodafone to determine the marketing sales performance in the following five years. In the next five years, the service revenue growth in emerging market should be kept at 20%, and in mature markets at 2%. Furthermore, new services, such as 3G and data service, should experience a considerable development, which should annually increase by 3%. Referring to cost of marketing activities, Vodafone should make more efforts to improve the performance of marketing activities. Secondly, marketing communication not only involves corporate communication and marketing communications, but also concerns branding and the improvement of brand image in the mind of consumers (Pelsmacker, Geuens Bergh, 2010). Hence, evaluating the performance of integrated marketing communication is considered as another important marketing goal for Vodafone. For instance, it may hire professional service consultants to assess the performance of Vodafones IMC from various perspectives, such as consumers attention rate, and frequencies of advertising. Moreover, the feedback from consumers and partners will be used for improve the future performance of IMC. 5.0 Marketing Strategies and Programmes The analysis and evaluation on marketing strategies of Vodafone from the perspective of marketing mix. In terms of Kotler, Armstrong, Saunders Wong (2001), marketing mix is described as an effective marketing analytic tool for determining and marketing products. Therefore, this section will use marketing mix to analyse and evaluate the marketing strategies of Vodafone. 5.1 Product Today, Vodafone has three major business categories including business solutions, personal solutions and branded phones devices (Vodafone, 2012b). The service for business solutions contains integrated communications, mobile solutions, productivity services, voice and messaging, roaming for your business and machine to machine solutions, which aims to provide the efficient communication environment for business and corporate clients. In regard to personal solutions, Vodafone desires to facilitate individual consumers communicate with family and friends through several channels, such as mobile, email, chat, and internet. Furthermore, Vodafone offers the retailing service of branded phones devices. Since there is an extremely similar mobile service among different telecom companies, Vodafone should concern more services beyond communication, such as apps downloads for individual consumers to experience the benefits and funs from smartphone. For corporate client, the technical suppor t and customised service may contribute to successfully attract and maintain corporate client. 5.2 Price From the traditional view, since there is a few telecommunications service providers in a country, this liberalised market particularly facilitates these providers become oligopolies (Cambini Valletti, 2003). These oligopolies have the competitive influence in the pricing decision in comparison with consumers. Along with the application of the internet-based technologies offers more choices for consumers, such as internet chat, consumers increasingly shape their own influence in this market. Nevertheless, Vodafone and its competitors provide the similar service package and prices for consumers. For Vodafone, there are two important price plans containing pay monthly and pay as you go. The plan of pay monthly includes several dimensions for consumer to choose their proper plan, such as plan type, contract length, plan type and monthly cost (Vodafone, 2012d). Hence, the mobile service providers play a critical role in the game of pricing. 5.3 Promotion Promotion, known as integrated marketing communications, plays an important role in the creation and delivery of the persuasive information for consumers and the establishment and enhancement of the interactive relationship between Vodafone and its customers. There are several strategies of integrated marketing communications developed by Vodafone, such as social media, advertising and internet-based platform. Vodafone, like most firms concerning their brand image and their interactive relationship with consumers, focuses on the application of social media. For example, Vodafone adopts Facebook, Twitter, and Yahoo to implement the interactive communication with target consumers. Furthermore, Vodafone establishes the internet-based platform to improve the engagement of consumers in mobile service and communications. For instance, several forums, including Apple forum, BlackBerry forum, HTC forum and others (Vodafone, 2012e), make each specific target market engage in these forums to e xchange feedback and experience on these products and relevant services. 5.4 Place Place is described as the distribution networking facilitating Vodafone effectively deliver services and products for consumers. In fact, the effective distribution networking can help firms to shape their competitive advantages. Currently, there are two major distribution channels developed by Vodafone, including online store and real store. Firstly, Vodafone launched the online store to offer several aspects of mobile products and services, such as mobile phones, accessories, apps downloads and mobile services. The online store can save consumers time and money. Secondly, Vodafone, like O2 and Everything Everywhere, operates real stores to improve customer experience. 6.0 Recommendations This chapter will propose two recommendations for Vodafone to achieve its sustainable development in the long run, including social media, and customer relationship and relationship marketing. The first recommendation on the application of social media concerns the implementation of integrated marketing communications. The second recommendation on relationship marketing contains four aspects to implement relationship marketing, such as service quality, price perception, brand image and value offers. In the following, this chapter will described relevant theories on social media and integrated marketing communications and relationship marketing and propose several detailed practices for Vodafone. 6.1 Social Media Vodafone adopted social media including Facebook, Twitter and Yahoo to enhance the interactive communication with target consumers. From the theoretical perspective, social media is defined as activities, practices, and behaviours among communities of people who gather online to share information, knowledge, and opinions using conversational media (Safko Brake, 2009, p. 6). Furthermore, these two researchers recognised that companies should integrate social media into their process of formulating and implementing marketing strategies. For consumers, social media plays a critical role in personal communication. Individuals enable to create and send their own understandings on Vodafone products and service, including good and bad feedback. However, compared with the traditional communications channels, such as advertising, sponsorship and public relations, Vodafone cannot control the contagion of user-generated information on the negative evaluation on Vodafone mobile services. Hence, it is difficult for Vodafone to manage social media. However, social media provides one of the most important measures, such as word of mouth. From the consumer perspective, the user-generated word of mouth may be more reliable and trusted in comparison with the Vodafone-generated information. For instance, Hanna (2008) stressed that more and more concerns review the online feedback on products or service experience from other consumers, which may exert its influence on their purchasing decision making. Based on the internet platform, individual consumers can share their experience and communicate with each other to become an influential opinion group. Vodafone should concern the development of these similar groups and engage in these groups to obtain their experience and information on products or service. The feedback and experience from consumers can help Vodafone to develop more effective marketing strategies. For the implication of social media for Vodafone, Vodafone should play an active role in the communication with target market under the circumstance of social media. For instance, Vodafone not only uses Twitter to send the information on products and services, but also employs YouTube to deliver the video on the practices of corporate social responsibility, such as social work for local communities. In particular, Vodafone should concern the contagion of the negative information and feedback and effective respond to these feedbacks. Furthermore, the resolution of the negative feedback not only may adjusts the negative attitude of consumers toward Vodafone and its mobile services, but also may recover consumer confidence and contribute to customer loyalty. 6.2 Customer Relationship and Relationship Marketing In terms of Tseng (2007), relationship marketing is described as the contemporary mainstream of marketing thoughts concerned with the establishment and maintenance of the strong relationship between firms and consumers. In this essence, the formulation and implementation of marketing strategies should be based on the comprehensive understanding on the changing needs of consumers. Compared with the traditional marketing thoughts, relationship marketing is more concerned with the long-term customer relationship, which consequently benefits both consumers and firms in the long run. Therefore, Vodafone should concern the building and maintenance of the strong relationship with consumers. In this section, there are several tactics contributing to the implementation of relationship marketing, such as service quality, price perception, value offered (Bansel, Taylor James, 2005) and brand image (Peng Wang, 2006). In the following, this section will explain the application of these four tac tics for Vodafone. Firstly, service quality distinctive from the quality of physical products contains several characteristics, such as intangible and produced and consumed simultaneously (Gronroos, 2000). Since service quality can be perceived by each consumer, each consumer may have different perception on the similar service quality. Hence, the trusted relationship between the frontline service employees and consumers plays a critical role in the enhancement of the perceived service quality. If consumer can perceive the superior service quality through the communication with the frontline service employees, the satisfied consumers can become the loyal consumers dedicated to the long-term mutual relationship with firms. Hence, Vodafone should concern the improvement and development of the frontline service employees to enhance the perceived service quality. Furthermore, there are various measures to improve the perceived service quality, such as service design and development and improvement of store environment. Secondly, price perception is more sensitive for consumers, since it considerably affects the final decision on purchasing behaviours. If consumers perceive the price beyond their expected, the higher price perception may exert its negative influence on their purchasing decision (Peng Wang, 2006). In terms of Cheng et al. (2008), there are two important dimensions determining the price perception, including reasonableness of price and comparison from competitors. For Vodafone, it should improve service quality to make consumers perceive the reasonableness of this price, but also concerns the fluctuation of prices developed by the competitors. Based on the fluctuation of prices developed by the competitors, Vodafone should evaluate the competitive situation and service of the competitors and make the reasonable decision to cope with the potential price war. Thirdly, referring to brand, Gronroos (2000) described brand as not first built and then perceived by the customers. Instead, every step in the branding process, every brand massages, is separately perceived by customers and together add up to a brand image, which is formed in customers minds (p.287). Hence, the building of brand image not only aims to marketing physical products and services through the predicted role of brand image, but also is involved in the sustainable development of a firm. For Vodafone, it is necessary for Vodafone to build and enhance the brand image of Vodafone. There are several detailed measures for Vodafone, including marketing communications and corporate social responsibility. The marketing communications measures contain advertising, sponsorship, and social media to enhance the brand image in the mind of consumers. In particular, the implementation of corporate social responsibility will significantly contribute to the building and enhancement of brand image of Vodafone, since most consumers believe that the practices and behaviours of corporate social responsibility can influence brand image in their mind and purchasing decision. Fourthly, value offers is that consumers will evaluate the value and cost of products and services. If consumers believe that they obtain value beyond the cost of products and services, they incline to purchase this product or service and produce customer satisfaction. According to Ravald Gronroos (1996), service providers should create and deliver the superior value for consumers through the enhancement of value offers, which consequently contributes to the improvement of customer satisfaction and customer loyalty. For Vodafone, it should concern the creation and delivery of value offers. 7.0 Conclusion This report discusses three major issues of Vodafone including environmental evaluation, marketing strategies and recommendations. Referring to the SWOT analysis, there are several important insights, such as fierce competition, high penetration rate, low differentiation and innovation. After defining marketing objectives, marketing mix will be used for explaining marketing strategies of Vodafone.

Establishing Excellence Essay -- American History, Colonists

The year 1620 marked the beginning of a new nation. Regardless of where they lived, the early colonists seemed to have one thing in common a tough, rugged individualism characterized by an independent nature and a desire for self-government Emigrants from England set forth across the Atlantic Ocean, on the Mayflower, embarked on their quest for better life. The Pilgrims founded the Plymouth colony in Plymouth, Massachusetts in December of that year. Fear and danger masked their hopes and dreams while conquering obstacles such as starvation, disease, and harsh winters. Despite the fatalities at sea, the unexpected dangers of the new land killed nearly half of the original crew. The 53 who remained witnessed the first ever Thanksgiving the following autumn in 1621. William Bradford succeeded John Carver in 1622 as governor of Plymouth Colony. Finding themselves in an intolerable circumstance, some members separated from the Church of England and sought reform. The groups, known as the Pilgrims and Puritans soon found their way into the New World. The ostensible Puritans wished to purify their faith by applying the principles set by the Protestant Reformation (Settling for determinism, 2011, para. 1). They chose to remain within the Church of England and work for reform, and supported the belief of setting an example of biblical righteousness in and out of church. Their leaders, highly trained scholars knowledgeable of the Scriptures, sought to bring the Church of England to a state of purity that matched Christianity in the same way Christ had (Settling for determinism, 2011, para. 3). The Puritans strongly emphasized the communal righteousness of their entire congregation before God. Although the Puritans came to America for relig... ...dom he longs for. Irving’s piece incorporates many elements of the new American romanticism: an emphasis on imaginations and emotions, an exultation of the common man, and an appreciation for external nature. â€Å"The Declaration of Independence† focuses on the oppressions of the tyrannical king. Through the whimsical and fictionist tale, Irving parallels the real struggles of the American Revolution. This found freedom accentuates the maturing and development of America whereas Rip stays the same good-natured, whimsical fellow. Oliver Wendell Holmes' figurative poem entitled "Old Ironsides", written in 1830, strikes a chord with the patriotic masses of a young America. Within this poem, Holmes patriotically protests the decision of the Secretary of Navy to destroy the fighting ship the USS Constitution, popularly known as Old Ironsides. Establishing Excellence Essay -- American History, Colonists The year 1620 marked the beginning of a new nation. Regardless of where they lived, the early colonists seemed to have one thing in common a tough, rugged individualism characterized by an independent nature and a desire for self-government Emigrants from England set forth across the Atlantic Ocean, on the Mayflower, embarked on their quest for better life. The Pilgrims founded the Plymouth colony in Plymouth, Massachusetts in December of that year. Fear and danger masked their hopes and dreams while conquering obstacles such as starvation, disease, and harsh winters. Despite the fatalities at sea, the unexpected dangers of the new land killed nearly half of the original crew. The 53 who remained witnessed the first ever Thanksgiving the following autumn in 1621. William Bradford succeeded John Carver in 1622 as governor of Plymouth Colony. Finding themselves in an intolerable circumstance, some members separated from the Church of England and sought reform. The groups, known as the Pilgrims and Puritans soon found their way into the New World. The ostensible Puritans wished to purify their faith by applying the principles set by the Protestant Reformation (Settling for determinism, 2011, para. 1). They chose to remain within the Church of England and work for reform, and supported the belief of setting an example of biblical righteousness in and out of church. Their leaders, highly trained scholars knowledgeable of the Scriptures, sought to bring the Church of England to a state of purity that matched Christianity in the same way Christ had (Settling for determinism, 2011, para. 3). The Puritans strongly emphasized the communal righteousness of their entire congregation before God. Although the Puritans came to America for relig... ...dom he longs for. Irving’s piece incorporates many elements of the new American romanticism: an emphasis on imaginations and emotions, an exultation of the common man, and an appreciation for external nature. â€Å"The Declaration of Independence† focuses on the oppressions of the tyrannical king. Through the whimsical and fictionist tale, Irving parallels the real struggles of the American Revolution. This found freedom accentuates the maturing and development of America whereas Rip stays the same good-natured, whimsical fellow. Oliver Wendell Holmes' figurative poem entitled "Old Ironsides", written in 1830, strikes a chord with the patriotic masses of a young America. Within this poem, Holmes patriotically protests the decision of the Secretary of Navy to destroy the fighting ship the USS Constitution, popularly known as Old Ironsides.

Loss of Innocence in Lord of the Flies Essay

Within the novel innocence is progressively lost through the boys. The boys were placed in a situation where they had no other choice but to grow up, and grow up fast. These boys were put in a very traumatic situation and they had to learn on their own and from each other how to survive and almost create a thriving society all on their own. Slowly they learn that their needs to be a leader, but there are no adults to precede the role of authority. Therefore the children resume power and take the role of authority. All these things make the boys lose their innocence and become very violent. No one is completely innocent and everyone has the ability to turn violent, this is demonstrated in William Golding’s novel, Lord of the Flies. Having their plane crash on an abandoned island with no civilization is something everyone would find traumatizing, especially boys from the ages of about 6-12. With no adults many of the boys do not know what to do. Being put in such a traumatizing situation they learn how to grow up very fast. This is where a lot of the boys innocence is lost simply because they do not know how to act as adults and because of this they act in a violent matter â€Å"You should have seen the blood!† (70). Here is an example of how the boys take violence as something exciting, something fun, when really there is nothing good or fun in violence. Very quickly the boys realize that they need to start some survival skills if they would like to stay alive. For some of the boys this is all new, some know nothing. Luckily others have been put in situations where they have needed survival skills so some can think creatively and use materialistic objects to survive. â€Å"His specs- use them as burning glasses!† (40) Here is an example for the boys using materials they have with them to survive on the island alone. They use Piggy’s glasses to create a fire by reflecting the sun off of them. With no adult or no authority to tell them what to do, the boys have to know how to survive on their own and work off of each other. These boys have never had to take over a role of authority that normally  adults have. They have never had such power to control people. This causes complete chaos and lots of violence breaks out due to the feud between Ralph and Jack. The problem with children resuming the roles of adults is that they do not have the experience or knowledge to resume these roles. There is a major lack of authority and power on the island. What happens is that both Jack and Ralph resume authority which divides up the group of boys. â€Å"’I’m chief,’ said Ralph, ‘because you chose me. And we were going to keep the fire going. Now you run after food—‘†(150). This is Ralph claiming his authority. â€Å"I ought to be chief,† said Jack with simple arrogance, â€Å"because I’m chapter chorister and head boy. I can sing C sharp.† (22). This is Jack claiming authority. Both boys believe that they have authority and they do not get along with one another. Jack turns quite violent in the novel and is violent towards the other boys. The violence that the boys have towards each other is a major part of their loss of innocence. I believe that the boys in Lord of the Flies suffered from loss of innocence in a very fast and drastic way. They had to learn how to move on from such a tragic and traumatizing situation and learn on the spot how to survive as well as well as how to thrive as a society and work together. Although the boys might not have succeeded in their objectives, but the efforts made to work towards these objectives are what caused their loss of innocence. There are people who will never be deemed violent, whether its because of their age or level of maturity. Small children are perceived as being innocent and adults are seen as mature and self-composed. Yet, William Golding presents a very different opinion in this novel. Golding suggests that under certain circumstances and in the right situation, anyone, even a child can become a savage. Everyone has the ability to turn violent it is just a matter of the situation and the circumstances. Works Cited Page Golding, William. Lord of the Flies. Toronto: Penguin, 2006. Print.

Comes to Bear

Comes to Bear Comes to Bear Comes to Bear By Maeve Maddox A question on an ESL forum alerted me to the expression â€Å"to come to bear.† What is the meaning of â€Å"comes to bear† in this context: Speaker One: I want to tell you about summer camp. It was a wonderful childhood experience. Speaker Two: We can get to it later. Speaker One: We can get to it now. You see, it all comes to bear. Various possibilities were offered by other members of the forum: It probably means â€Å"it has a bearing on (something).† â€Å"Bear† in this sense means â€Å"produce†. A tree can bear fruit, or a woman can bear children. â€Å"It all comes to bear† means â€Å"it all comes to fruition.† Searching the web, I found numerous examples of â€Å"come to bear,† mostly in headlines. but sometimes in connected text. Will FedEx pressure come to bear? Political pressure will come to bear on US margin rules The roles of first lady come to bear Polar policies come to bear On a site dedicated to the writing of business letters, I found this definition of the phrase: Come to Bear: If something comes to bear on you, you start to feel the pressure or effect of it. Although this definition does not explain the use of â€Å"it all comes to bear† in the quotation that started this inquiry, it does shed some light on the other uses. â€Å"Come to bear† seems to be derived from the idiom â€Å"bring to bear,† meaning â€Å"to apply (pressure) or exert (influence).† Pressure is brought to bear. Influence and arguments are brought to bear. Then, once such things are brought to bear, the objects of the pressure, influence or arguments feel the effects. They are affected. It seems to me that the expression â€Å"comes to bear† is a messy, obfuscating circumlocution for â€Å"affects† or some other verb. Like passive voice, the â€Å"comes to bear† expression conceals part of the message to be conveyed. Compare: Will FedEx pressure come to bear? Will FedEx pressure affect the golf playoffs? Political pressure will come to bear on US margin rules Political pressure will affect/alter existing US margin rules The roles of first lady come to bear The role of First Lady affects the woman in it â€Å"Comes to bear† is an expression that careful writers can do without. Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Expressions category, check our popular posts, or choose a related post below:4 Types of Gerunds and Gerund Phrases20 Pairs of One-Word and Two-Word Forms30 Nautical Expressions

The Edge Of Heaven essays

The Edge Of Heaven essays The Edge Of Heaven by Marita Golden is a fiction novel that takes place in the late 1980s/ early 1990s in the nations capital Washington D.C. Though the year is inconclusive it is proven by the style of dress mentioned in the early chapters of the novel. The story is told from two perspectives, first person, Teresa who is the main character, and third person narrative Lena who is the mother of Teresa. Teresa is portrayed as a troubled youth who had to face the issue of her mothers imprisonment for the death of her younger sister, Kenya. Throughout the novel a maturation process takes place with Teresa. She is becoming a woman and dealing with her fear of forgiving her mother for the death of her sister. MaAdele is Lenas mother and Teresas grandmother, and in my eyes she is the strongest character in the novel. MaAdele fit the description of most grandmothers in African-American families. MaAdele seems flawless; she was a beautiful woman, Teresa states in the novel: Each time I looked at my grandmothers face I saw the shadow and the promise of my mother and myself. My grandmother had aged with staunch dignity. Each year her high cheekbones, Cherokee nose, and dark skin grew persistent, more right. I took refuge in her that face...(4) MaAdele also has the heart of Aphrodite and the wisdom of the almighty Zeus. She is the backbone of the family: this in seen in numerous accounts. Like many African-American families the grandmother helps raise the grandchildren. This is not uncommon thing in many households. I know firsthand that this is true. In comparison, MaAdele is in many ways like my own great-grandmother, Kitty Mom. Mary Wessels, which is formal, names my great-grandmother, but to those who were close to her knew her as Mom. Mom was the neighborhood mother. It was not uncommon to see a neighbors child eating dinner at Mom&apo...

Commercial Contract Assessment Essay Example | Topics and Well Written Essays - 2500 words

Commercial Contract Assessment - Essay Example A reasonable person is an imaginary person created by judges. Thus, a reasonable man is one who is an ordinary â€Å"Joe" type of character. According to Howarth (1984), promisor or promisee objectivity is one where a reliable person stands on the shoes of either the promisor or promisee and looks at the incidents from that angle. A detached objective is one where a reasonable person sees if he were in other person’s position, but looks at the incidents, as if â€Å" he is a fly on the wall†. (Taylor & Taylor 2007:22). Spencer also recognised a â€Å" fly on the wall theory† and also known as â€Å" detached objectivity† by Howarth, according to which the phrases employed by one contracting party must be assessed, not as they seemed to his co-contracting party, but as they would have seemed to a rational man following the negotiations. (Vorster, 1987). In Upton-on-Severn R.D.C. v. Powell, where D was authorised to have the services of the fire brigade specified to his province free of charge, whereas he had no such privilege to the assistance of fire brigades from other areas. D, in the mistaken belief, called upon the Upton fire brigade that he resided in their region. The Court of Appeal held D was needed to pay for the services enjoyed contractually. Thus, Lord Greene M.R.s verdict â€Å"appears to be most exceptionally destitute of any ratio decidendi.† The verdict is in tune with the â€Å"fly on the wall† theory, as the fire brigade had not come to a conclusion, nor would a reasonable person in his status have come to a conclusion, from Ds demand for assistance that an offer to reimburse for their services was being made. (Vorster 1987). In â€Å"Butler Machine Tool Co. Ltd. v Ex-Cell-O Corporation (England) Ltd [ 1979] 1 ER 965† the vendor delivered to the purchaser the printed, tear-off acknowledgement slip which was part and parcel of the order. It read as â€Å"we acknowledge your order on the

Marketing of Real Estate in CSU San Marcos Essay - 143

Marketing of Real Estate in CSU San Marcos - Essay Example Hence, real estate investors require having adequate knowledge before taking the action of investing. Before investing in real estate, firstly, it is important to consider the number of residents residing in the intended area of investments either in terms of their race or their age brackets. For example, CSU San Marcos is highly populated by white people that constitute 64.2 percent of the inhabitant and least populated by American Indians representing 0.8 percent. Therefore, it is recommendable for real estate investors to invest where there is high population of residents since there is high demand for residential areas such as houses, retail shops due to high turnover of people search for secondary and primary goods, social amenities such as school and health centers, service offering businesses such as hotels and lodges and financial institutions such as banks. Secondly, they need to know their targeted age groups before investing as ages of the population will define their tastes and preferences in terms of real estate fashions, productiveness in terms of income that determine s their state of affordability to rent or buy the real estate and also their entertainment as entertainment real estate will be more profitable in an area populated by a higher number of youth (PeÃŒ §ski 2010). An increase in the number of residents has a direct effect on increasing the number of households from a rise in demand for the settlement and business buildings for business people. Consequently, as the population increases, the demand for goods and services increases an increase in manufacturing and processing industries hence generally resulting in a rise in the number of households. Additionally, as demand increase and availability of real estates remains constant, the household or home value rises.