Research Topics: Sample Management Essays

Stages of Lifespan Development of Young Adulthood and Old Age

INTRODUCTION The focus of this psychology paper, involves the uniqueness of individuals from both genetic and environmental influences within the specific areas of psychological development in lieu to language and behavior and the explanation of their uniqueness in terms of those influences. This paper will show how the uniqueness of psychological development is reflected in the lifespan stages of young adulthood and old age and will have to examine how understanding of psychological development at various stages of lifespan development might be used effective practice in nursing as well as diverse perspectives in psychology theories of lifespan psychology as it integrates human development of developmental resources of such adaptation and function as it deals with language and the interplay of behavioral nature of the lifespan development as this paper is supported by empirical evidence on the development of generic and environmental influences in terms of shaping and molding language and behavior and the development of the lifespan in young adulthood and old age and how this development be of effective realization to the nursing practice respectively. MAIN BODY Recently, people have thought of adults as being developmentally on a plateau. as children became adolescents, adolescents developed into adults. Then there is presumed to be a static plateau across the life span until people become old and begin to again reveal developmental influences. The assumption was that they are expected to become mature, responsible citizens conducting productive lives. According To Wikipedia, ‘’developmental psychology is the scientific study of progressive psychological changes that occur in human beings as they age and are concerned with infants and children and later other periods of great change such as adolescence and aging as it encompasses the entire lifespan. Developmental psychology relates between generic or the innateness that is, specified by the organism’s genes. and environmental influence in regard to the aspect of development as the process are aquired in interaction with the environment. Recently, developmental psychologists rarely take such positions with regards to the detailed aspect of the development; rather they investigate the relationship between innate and environmental influences and the innateness was portrayed in research in terms of language acquisition – the human language, the input from language to acquire the structure of language that applies to human languages that led to the idea that there is a special cognitive is widely considered among developmental psychologists to have sparked the decline in influence of behaviorism and signaled the start of cognitive revolution in psychology. Young Adulthood or Adolescence is the period of psychological and social transition between childhood and adulthood as a transitional stage of human development during which a juvenile matures into adulthood and its endpoints are not easily tied to physical milestones with dramatic changes in the body, along with developments in a person’s psychology and academic career. Some scholars have theorized a new stage of development, post-adolescence and pre-adulthood. calls this stage as the ‘’emerging adulthood and argues that it is characterized by relative independence from social roles and from normative expectations of life when many different directions remain possible, when the scope of independent exploration of life’s possibilities is greater for most people than it will be at any other period of the life course’’ The adult behavior comprises the following: Ø      Self-control Ø      Stability Ø      Independence Ø      Seriousness Ø      Responsibility Ø      Endurance Ø      Experience. Ø      Objectivity Thus, young adults and adult people are also influenced by languages that are not restricted to the properties shared by natural human languages. Hence, engaging into the principles along with distinction between one language and another is usually impossible such as the boundaries between named language groups are due to blending between populations as there are a few dialects of similar to some dialects to make a better distinction between one species to the other amicably. In humans, one of the difficulty may stem from the interactions between languages and human behavior ways that has focused on social norms that influence a person’s perception of his age that is not an evocative predictor of social and psychological behavior in which the simultaneous interaction influence the development of younger adults as well as adults as the picture of adulthood may continue to live under circumstances of dependence on others and cling to some false illusions of protection and do not trust the personal assessment of reality of individual life structures that were appropriate for their roles in the family. The interest in the development in adult development and the old age experience is relatively the study of human development within the growing awareness of the growth in the older population. In 2000 adults between twenty and forty-four years of age comprised 36.9 percent of the U.S. population; adults between forty-five and sixty-four made up 22 percent; and those over the age of sixty-five represented 12.8 percent. Today, life expectancy at birth in the United States has risen to 72.5 years for men and 79.3 years for women. For instance, proposes emerging adulthood as a new conception of development for the period from the late teenage years through the twenties in industrialized societies that allow young people a prolonged period of independent role exploration as it draws parallelism in the concept of emerging adulthood to Erik Erikson’s concept of prolonged adolescence in industrialized society in which “young adults through role experimentation may find a niche in some section of his society”, argues that emerging adulthood is distinct demographically. It is the “only period of life in which nothing is normative demographically”. Furthermore, young adulthood can be marked by the transition from young adult to middle-aged adult and changes of behavior and use of language are better indicators of developmental change for both men and women as there is evidence of a decrease in negative emotions and an increase in positive mood in the middle adult years. Development involves the process of change from one state to another but it is not change of any kind.  Thus, developmental psychology often refers to growth involves a progression through certain stages that is linked to an unfolding terms of human development and the notion of ‘maturity’. Furthermore, ‘maturity’ is something that is presumably demonstrated in action – and what may be appropriate behaviour in one setting or situation is not in another. Arguably, with the development of genetic research, the focus is rather more on gene-environment interaction. This involves looking for the various ways in which genetic influences may orient and open up people in different ways to environmental influences and how environmental elements may become part of a genetic inheritance. The attractive way of handling the idea of development has been through the idea that people pass through various stages. People are seen as making systematic progress through a series of phases as they move closer to some form of adult status. This movement can be seen as involving changes in intellectual and physical powers and the impact of life events and experiences. Psychology Theories Levinson argues that the life cycle comprises a sequence of four eras, each lasting for approximately twenty-five years.  He also identifies a number of developmental periods within these eras, concentrating on early and middle adulthood as follows: Ø      Childhood and adolescence Ø      Early adulthood Ø      Middle adulthood Ø      Late adulthood According to Levinson, each era has its distinct and unifying character of living and requires a basic change in the character of one’s life, which may take between three and six years to complete. It has the quality of a vision, an imagined possibility that generates excitement and vitality.  It is our projection of the ideal life.  Levinson views middle life as a period where one needs to redress the dominance of attachment to the external world: to find a better, balance between the needs of the self and the needs of society a greater integration of separateness and attachment: “greater individuation allows him to be more separate from the world, to be more independent and self generating and also gives him the confidence and understanding to have more intense attachments in the world and to feel more fully a part of it”. Moreover, The theory of Sigmund Freud emphasize the psychosexual development stages, oral, anal, phallic, latency and genital. As Piaget, has focused on cognitive mechanisms in the progression from the sensorimotor stage of infancy through the pre-operational and the adolescence stage. Kohlberg extended the approach to moral development, with stages representing different levels of moral maturity. ‘’Erikson saw development as a progress through stages, but differs from his emphasis on the importance of interactions with society and in the extension of development into and through adult life and has focus on psycho-social transitions, with stages characterized by age defined social tasks and crises involving features such as identity, intimacy and generativity’’. Thus, Baltes recognize three influences on development which together account for substantial individual variation. A core assumption of developmental psychology is that development is not completed at adulthood but that it extends across the entire life course and that from conception onward lifelong adaptive processes of transformation and attrition in psychological structures and functions are involved and exemplifies the view of lifespan psychologists that the language of the human mind and behavior is dynamic, multidimensional and nonlinear. The holistic loom proceeds from consideration of the person as a system and attempts to generate a knowledge base about lifespan development by describing and connecting states of development into the pattern of lifetime individual development. An good illustration would be Erikson’s (1959) theory of eight lifespan stages that is identified with lifespan psychology. The functional way to construct development theory is to focus on a category of behavior and to describe the changes in the mechanisms in order incorporate such approaches in the concept of developmental psychology with the primary substantive focus the structure and dynamics in a changing society. Effectiveness of the Lifespan Development to Nursing Practice Nurses believes that  each individual has unique and complex physiological, psychological, sociological and spiritual dimensions. It is said that young adults and adult individuals have diverse  languages, values and behavior processes and inherent the right to assume responsibility for the development of their own potential. Individuals develop in identifiable stages throughout their lifespan. All persons possess the right to be involved in reaching decisions regarding their health and to self-determination to the level of their ability. Moreover, nurses believe the environment consists of essential factors that may affect from within individuals and from their external surroundings as the individual affects the environment and the environment affects the individual. Furthermore, nursing is an applied science that includes both a theory base and the practical application of knowledge within the focus of caring for people. In providing care, nurses utilize knowledge from the biological, behavioral, physical and psychological sciences. Nursing promotes and maintains health, prevents disease and disability, cares for and rehabilitates the sick and supports the dying. Nurses use cognitive, psychomotor and affective skills within the parameters of the nursing process to assist patients in order to maintain and or restore a state of maximum wellness. Nursing practice involves the skillful application of communication, health teaching and development in languages and behaviors as critically applied through the process of nursing that will provide better collaboration with other health care providers that requires the use of decision-making based on behavior judgment and such vital thinking abilities and evaluation of real or potential problems that exist in the patient’s generic and environment influences through the appropriate and consistent use of the nursing process and documenting care. In addition, nurses demonstrate honesty and maintain confidentiality in interactions with patients as it is critical that all nursing care occur within the boundaries of the nurse’s legal scope of practice as lifespan development incorporates both the age and stages of the individual’s growth and development. The concept of lifespan addresses the changes that occur from the beginning to the end of life. Basically, I agree that each stages of life has his own distinct characteristics for example, young adults as well as the elders have this fear of being left alone and be separated to his family and nurses should learn to identify this certain fear because it can be useful to how they will attend to their patients like this case for example, since they have this fear, the nurses should allow useful activities with the young adults and adults to stay in the room so that they will not get bored and lonely. The patient’s health, environment and unique individuality determine their response to developmental changes. Nursing care is most effective when the patient’s developmental status is considered in the plan of care. CONCLUSION As of today’s epoch, people have witnessed rigorous and varied efforts to understand human development from a lifespan. In conclusion, it can be concluded that the work on developmental psychology has evinces much union and represents language and behavioral ways of human beings within the  progress in lifespan psychology from transdisciplinary dialogue with modern developmental psychologists in demonstrating the building of human development which is complete regarding the influence pathways and possible endpoints as needed for application of theories in lieu to the effectiveness of nursing practice The future of developmental theory will depend on the extent to which the psychological perspectives has turn out to be useful in signifying the usefulness of the lifespan approach that reflects the uniqueness of the individual person as he grows and mature throughout his development years as a rational being. Credit:ivythesis.typepad.com

Stages of Lifespan Development of Young Adulthood and Old Age

INTRODUCTION The focus of this psychology paper, involves the uniqueness of individuals from both genetic and environmental influences...

Advent of Adventure Tourism

Tourism is a broad term covering a wide array of activities making it the largest industry in the world. There is no distinct way of determining whether a particular activity is deemed as part of tourism. Majority of authors define tourism within the context of leisure and recreation.  “tourism may be through of as the relationships and phenomena arising out of journeys and temporary stays of people travelling primarily for leisure or recreation purposes”. Moreover,  tourism is “the theories and practice of travelling and visiting places for leisure related purposes”. Thus, the concepts of leisure, recreation and tourism are realized in a variety of activities that offers the opportunity for people to experience enjoyment, satisfaction as well as self-expression making the overall experience motivational. Tourism is also designated from other activities due to its independence from activities involving employment or family care. People engage in tourism voluntarily and as a matter of choice because it is a want.   However, the World Tourism Organization broadened the concept of tourism as “the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes”. Tourism is a growing business and like other industries involves innovations for product differentiation and diversity. The quest for cutting-edge activities offering a high probability for customer patronage resulted to the development of venues and activities extremely different from the usual beach experience. Contemporary tourism targeted not only the leisure and recreational demands of people but ventured into people’s adventurous nature. These different activities created a type of tourism called adventure tourism. Adventure tourism is a kind of niche tourism that involves travel or exploration of remote and inaccessible areas as the recreational activity in itself or as a way of reaching the site for recreational activities that includes physical effort, determination as well as certain degrees of risk. Adventure implies thrill, adrenaline rush, challenge, conquest, dare, fear and risk. People exhibit adventurism even in childhood through literary works such as Sinbad and The Adventures of Tom Sawyer and the Indiana Jones movie series. Adventurous literature and movies are deemed as escape mechanisms because of the mixture of romantic, illusionary, idealistic and visionary themes. Adventure tourism adopts escapism in providing opportunities for people to escape into their desired adventures. Man’s adventurous character constitutes great potential for adventure tourism businesses to earn profit. The increasing number of adventure tourism venues and activities worldwide exhibits the recognition of this potential. Nature and Scope of Adventure Tourism Products             Adventure tourism products are centred towards the changing demands of the market. Tourism authors propose different ways that consumer demand has change in the tourism industry. Earlier description of consumer demand mentions the critical consumer tourists asking for environmentally sound holidays, other descriptions mention the demand for real travel and special interest traveller. However, there is a new breed of tourists seeking a different experience such as travelling independently and enjoy without destroying nature constituted by the adventurous and educated people. The shift to independent travel caused a corresponding shift to tailor-crafted tourism products. Tailor-crafted tourism products were suitable for small businesses that provide different specialized activities. Since the market has been widely segmented due to the consideration of individual specialized demand, innovativeness and creativity of the small businesses to identify and take over new market niches. Adventure tourism products results from the conscious effort of entrepreneurs to provide activities suited to the demands of a particular group. Although the target market is small, businesses expect to draw the interest of other segments of the market by innovating to differentiate their products. Adventure Tourism in New Zealand Trends in New Zealand Tourism Industry              The last two decades of tourism in New Zealand witnessed important changes. The number of international tourist arrivals significantly increased from a mere 445,195 in 1980 to 1.5 million as of 1999 reflecting a steady growth of 10 percent. The increase in the number of international tourists differs across the different nationality markets since international tourism is affected by the economic condition of the different regions and states. In 1990, the segmentation of international tourist arrivals showed that tourists from Australia comprise 35 percent; North America, UK and the rest of Europe comprise 35 percent; Japan accounting for 11 percent and the rest of Asia with 8 percent. This is because citizens of industrial countries have the resources to travel and Japan is an Asian country that showed rapid economic growth compared to other Asian countries. After 5 years, the tourist arrivals in New Zealand reflect an increasing demand from Asian countries with 21 percent and a decrease in tourists from Australia and the other industrial countries. However, the Asian economic crisis hit the tourism industry around the world including New Zealand. It is only with the improving economic conditions of the regions that New Zealand is experiencing recovery in its tourism industry.             Apart from the economic considerations affecting adventure tourism in New Zealand, the changing preferences of the world market also determines the persistence of the industry. The New Zealand Tourism Board (1997) based its tourism strategy on a comprehensive market research that identified the fast pace of integration in different nationality groups. The research showed that the primary motivation for Australians to travel is to experience a change in their lifestyle. This means that adventure tourism activities that deviate from their lifestyle, which is either stressful or boring, are sought after by Australians. In the case of Europe, Germans are motivated to engage in tourism activities that fit their environmental evangelist character while people from Netherlands seek genuine socio-cultural interaction.                The tourism industry in New Zealand is structured to respond to the demands of different segments of the international tourism market. New Zealand tourism industry is made up of small local business firms with little multinational corporate interest. Around two-thirds of the tourism businesses require less than ten employees. While multinational companies control hotel and transport businesses, small businesses thrive in tourist attractions, tour operations and activities. Bungee Jumping             New Zealand is one of the first countries to host adventure tourism by offering the bungee jumping experience in the town of Queensland. Adventure tourism has become the lifeblood of Queensland. The number of tourists exceeds the number of locals with a ratio of 100 to 1. Queenstown became an instant tourist destination after hosting the initial commercial bungee jump on November 12, 1988. After that date, around 450,000 adventurers have experienced the plunge. Although bungee jumping looks dangerous it involves better safety measures and equipment than other adventure tourism products. According to Henry Van Ash, the co-founder of commercial bungee jumping, the dollars paid by adventurers is for the fear factor of the activity.             Innovation and creativity is the key to the success of bungee jumping as an adventure tourism industry in New Zealand. This is because bungee jumping is a fertility rite practiced by people in the South Pacific that was developed by Oxford Dangerous Sports Club and eventually commercialized by New Zealand. Originally, the fertility rite involved jumping off a bridge by males of the island of Vanuatu to offer their injuries to the gods for good harvest. Commercially, it involved being tied by the feet to a rope that is slightly shorter than the length of the drop. At present, there is now a parasail version that involves a 180-meter drop but the adventure drops down seated in a two-man seat suspended to a giant parasail.        Risks to Participants in Adventure Tourism             People look for the thrill and the adrenaline rush through the feeling of fear, danger and taking risks in adventure tourism. Although, businesses hosting adventure tourism products comply with safety requirements based on their experience and the standard guidelines for the activity, accidents are inevitable because the business firms are dealing with burden involved in making tourists experience a risky activity for the first time. Tourists have a high propensity to be injured because they are in an unfamiliar surrounding doing unfamiliar activities.             Travel-related mortality across the globe has been attributed to injuries sustained by people in their tourist destination. Injuries account for deaths 25 times more than infectious disease. Injuries burden the host country, the tourism industry and tourists requiring the need for the concerned parties to develop safety standards for a particular activity to prevent injuries. According to researches, motor vehicle crashes is the leading cause of hospitalization by tourists due to the unfamiliar terrain such as driving on the wrong side of the road. The second cause of hospitalization of tourists is decompression illness in scuba diving. In terms of tourism adventure activities, scuba diving involves the most cases of injuries to tourists. Other water related activities also involve the greatest number of accidents.             In the case of New Zealand, reports show that around 19 percent of the injuries sustained by tourists involved varying recreational or adventure activities accounting for 8.4 percent injuries for every 100,000 international visitors. The report pointed out that the primary adventure activities accounting for most injuries are skiing, tramping and mountaineering. In terms of the commercial adventure activities, cycling and horseback riding causes most tourist injuries. Out of the reported 516,722 tourists involved in adventure activities in 1998, 7,401 people were injured from cycling, 6,636 were injured from caving, 3,164 from fishing, 3,096 from quad biking and 718 from horseback riding. However, the researchers pointed out that in the research only half of the operators contributed to the report. Apart from this, operators only investigate serious injuries. There is also no consistent reporting from hospitals. There is a need for regulation in terms of safety standards and industry reporting crucial to the determination of risk problems in adventure tourism to find appropriate solutions that would benefit the industry as well as tourists.             In relation to bungee jumping, the activity is generally viewed as dangerous and risky because involves a free fall. However, the activity is relatively safe when compare to other adventure activities. It ranked as 10th with 117 injuries in the adventure activities resulting to injuries. In the history of bungee jumping, it has caused deaths and serious injuries but these are related to human error rather than the nature of the activity. Bungee jumping risks related to human error include improper attachment of cords, a mismatch between the jumper and the cord, disparity in the length of cord and the distance of fall, and other misunderstanding  and miscalculation in the physics of the activity.              Economic, Social and Environmental Impact of Adventure Tourism             Adventure tourism is a major contributor to the economic growth of New Zealand and the development of its tourism industry. Apart from this general benefit, small business and household entrepreneurs also benefit from the vibrancy of adventure tourism. According to the report of New Zealand Statistics (1999), tourism including adventure tourism contributed .9 billion or 3.4 percent to the country’s GDP. This is a significant amount when compared to agriculture with 5.6 percent, construction with 3.5 percent and communications with 3.0 percent. The tourism industry also contributes to economic growth when it stimulates business in other industries when hotels, transport firms and firms hosting tourist activities purchase supplies contribute another billion to the GDP. Apart from contributing to the income of the country, adventure tourism also provides employment and livelihood to locals. There were 58,000 persons were involved in the production of goods and services purchased and consumed by tourists. There were also 600,000 persons engage in business activities that support tourism. In the case on bungee jumping, the activity is operated by locals translating to livelihood, employment and household income.             The development of adventure tourism has a social impact on international tourists as well as the people of the countries hosting adventure activities. Tourism provides an avenue for cultural interaction among different cultures facilitating cultural tolerance through understanding. Tourism also results to learning on the differences in cultural beliefs and practices. It also builds friendly relations between states and their citizens. Locals are educated about other cultures in the same way that foreign tourists learn about the culture of host countries. However, these are the ideal expectations. In the experience of some host countries, tourism results to conflict, artificial construction, assimilation, and over development. Tourism has the capacity to influence cultural change. In the case of New Zealand, there is no reported significant social impact of adventure tourism. Social change revolves around the necessary change in economic activities to develop innovative adventure activities and the cultural interaction.             Tourism also has an impact on the environment of the host country especially in tourism activities requiring the building of artificial structures in forests and other natural environments. The primary negative impact is the destruction of natural resources and increase in pollutants. This is particularly true in countries with lenient regulations for activities known to have a negative impact on the environment. In the case of bungee jumping, local operators do not have to build an elaborate physical structure where they operate. Operators just have to build platforms in bridges or other places where they hold the activity. The only environmental effect is the building of trails going to the place that opens forests to the public especially if the activity develops into a mass adventure tourism activity.              Key Issues in Impact and Risk Management Risk Management             Risk management is an important aspect of adventure tourism. Business firms engaged in adventure tourism cannot eliminate risk in their operations because risk is related intimately to adventure activities. Firms must recognize these before they can develop risk management strategies. There are three issues involved in risk management, which are 1) the role of the operators in risk management and 2) the role of regulatory bodies in providing standards of risk management. Operators carry the great burden of implementing risk management to ensure the continuity of their business. As much as operators carry the risk of their clients sustaining injuries, they also incur the business risk of loosing customers in case of injury or death resulting from a person’s engagement in their adventure activities. Apart from the persistence of the business, operators also carry the burden of minimizing risk because they are deemed experts in the adventure activity and they know the risks, therefore they can prevent the actualization of these risks. Government and industry regulatory bodies also carry the burden of ensuring the establishment of risk management strategies. The licensing bodies should implement standards and requirements for operators seeking permission to operate and conduct tests and inspections to ensure that basic safety precautions are met. In bungee jumping, expertise in the proper physical stance and equipment maintenance is a necessity. Impact Management             Sustainable development is the salient issue in terms of impact management. Sustainable development is the integrated utilization of resources in consideration of the economic, social and cultural interest of future generations. Sustainable development is primarily the responsibility of the government and secondarily by operators of adventure activities. This impact management strategy involves the imposition of standards for the utilization of resources that are binding on adventure tourism operators.             In the case of economic development, measuring the economic contribution of adventure tourism should consider not only the revenue derived from these activities but also the financial and non-financial costs incurred by the community. In relation to social development, there should be a healthy cultural exchange so that the cultural integrity of the community is protected. This means that hosting adventure tourism and revenue generation should not compromise the culture of the community by espousing false information about the culture or by forcing the community to adopt a foreign culture to draw the attention of tourists.  In terms of environmental development, there should be regulated utilization of natural resources to maintain ecological balance. Conclusion             Adventure tourism is expected to persist because it offers an opportunity for people to realize their adventurous nature. However, it is also expected to evolve together with the change in the demand of the international tourism market. Adventure tourism offers great potential for revenue to host countries as well as employment and income to locals. In the development of the industry, the key factors that should be considered are innovativeness and creativity. The success of the introduction of adventure activities in New Zealand, particularly bungee jumping is attributed to the adoption of a fertility rite of the people in the South Pacific and its commercialization to comprise an adventure activity. Operators should always be on the watch for innovations and keep up with changing demand. The persistence of adventure tourism also necessitates the consideration of impact and risk management to ensure the continuity of the industry in the long run. Impact assessment measures should incorporate sustainable development to balance economic, social-cultural and environmental interests. Risk management strategies involve the sufficient regulation of adventure activities and development of expertise by operators to minimize risk. Credit:ivythesis.typepad.com

Advent of Adventure Tourism

Tourism is a broad term covering a wide array of activities making it the largest industry in the world. There is no disti...

Actual Task

u    This is an individual assignment, but the preparation is best started as a co-operative effort. The assignment focuses on the development of retail shops by many local and national charities, ranging from national charities like OXFAM who opened the first shop 50 years ago, to the smallest local operators. u    You might like to look at the 2004 exam paper where charity retailing formed the compulsory case study question. Ø              IMPORTANT:-  please note the marking criteria, last year many students failed to justify the proposals that they made in their assignment, consequently they were unable to receive any of the 20% of total marks allocated for this crucial element in any set of recommendation. u    A number of useful articles will be posted on the web site. Good answers will utilise such articles, as well as others from journals such as the International Journal of Retail & Distribution Management (on emerald in the electronic library) and the International Journal of Non profit Marketing (EBSCO / Business Source Premier). u    Since you will need to analyse the past before making recommendations for the future. You should apply relevant RETAIL MARKETING theory, from textbook and lectures, and employ appropriate analytical models which could be taken from any areas of your study of business and marketing. è  In their article “Still serving the community? The professionalisation of the UK charity retail sector”, (International Journal of Retail & Distribution Management, 2003, Volume: 31 Number: 8), Adelina Broadbridge & Liz Parsons suggest  ‘The charity retail format has experienced significant growth over the last 30 years to a situation where charity shops have now become a taken for granted feature of local high streets across the UK. Traditionally charity shops have played an important service role in their local communities by providing low cost goods and employing voluntary staff. However, alongside the growth of the sector, charities have become increasingly professional in their approach to managing their shops. Changes include the introduction of paid managers and shop assistants and an overall ‘`trading up” of the charity retail environment.’ è  YOUR FIRST TASK is to research the growth of CHARITY RETAILERS over the last 30 years in order to identify the really key ISSUES of major IMPORTANCE that have contributed to the current situation. In doing this you must use appropriate analytical models that help you in understanding the marketplace. è  YOUR SECOND TASK is then to identify an individual charity (of your own choice) that actually uses retail shops to raise funds. Then you should present a strategic marketing plan for that charity (perhaps covering the next five years) that looks at its positioning as a charity retailer in the market place, competitive issues, target marketing etc. THIS IS A FINAL YEAR MODULE AND OFFERING A 4 P’s SOLUTION IS NOT APPROPRIATE – IF YOU DO THIS YOU WILL FAIL !!! è  REMEMBER up to 20% of marks are awarded for justification of your recommendations, based on an appropriate test. You should involve your full understanding of marketing and strategy in this assignment, especially the application of the principles of marketing to the retail market place. As this assignment is essentially a practical test on how you might apply the underlying theory, you should utilise some relevant references and show the breadth of your research in a properly presented bibliography (Harvard style) at the end of the report. Although this is an individual task, it is possible that you might wish to submit jointly with another student. If you do this then both of you will receive the same marks, but you should highlight the fact that it is a joint effort, because if two very similar reports are seen by the marker without any such declaration, then the students concerned will be considered to have copied and will be penalised accordingly. Ø      Your report should be appropriately structured, approximately 3000 words in length, in a typed format, with an executive summary (300 words max.) at the beginning of the marketing plan. Ø     You are advised to carry out additional research outside the information found from secondary sources in order to fully appreciate the market factors and validate facts utilised. Credit:ivythesis.typepad.com

Actual Task

u This is an individual assignment, but the preparation is best started as a co-operative effort. The assignment focuses on the de...

CARE OF THE ACUTELY/ CRITICALLY ILL CANCER PATIENT

Introduction   The word cancer elicits dread in nearly everyone. Cancer accounts for considerable mortality and morbidity in both men and women (Kozier, 2004). Certain genes controlling growth and interactions with other normal cells are apparently abnormal in structure or regulation in cancer cells. Humans of all ages develop cancer, and a wide variety of organs are affected. The incidence of many cancers increases as the fourth to sixth power of age, so that as people live longer, many more will develop the disease. Apart from individual suffering, the economic burden to society is immense (Murray, et al, 2000). Cancer is caused in all or almost all instances by mutation or by some other abnormal activation of cellular genes that control cell growth and cell mitosis. These abnormal genes are called oncogenes. Also present in all cells are antioncogenes, which suppress the activation of specific oncogenes. Therefore, loss of or inactivation of antioncogenes allows activation of oncogenes that lead to cancer (Guyton & Hall, 2000). Cancer cells are characterized by three properties: (1) diminished or unrestrained control of growth; (2) invasion of local tissues; and (3) spread, or metastasis to other parts of the body. Cells of benign tumors also show diminished control of growth but do not invade local tissue or spread to other parts of the body (Murray, et al, 2000). An abnormal cell mass that develops when controls of the cell cycle and cell division malfunction is called a neoplasm. However, not all neoplasms are cancerous. Benign neoplasms are strictly local affairs. They tend to be surrounded by a capsule, grow slowly, and seldom kill their hosts if they are removed before they compress vital organs. In contrast, malignant (cancerous) neoplasms are nonencapsulated masses that grow more relentlessly and may become killers. Their cells resemble immature cells, and they invade their surroundings rather than pushing them aside, as reflected in the name cancer from the Latin word for “crab.” Malignant cells also tend to spread via the blood to distant parts of the body, where they form new masses. This last capability is called metastasis (Marieb 2004). Genetic aspects of cancer are probably receiving the greatest current attention among genetic abnormalities. Some cancers are caused by oncogenes, genes which are carried in the genomes of cancer cells and are responsible for producing their malignant properties. These genes are derived by somatic mutation from closely related proto-oncogenes, which are normal genes that control their growth. Over 100 oncogenes have been described (Ganong, 2001). Obviously, the initiation of mitosis and normal cell division depends on the orderly occurrence of events during what has come to be called the cell cycle. There is intense interesting the biochemical machinery that produces mitosis, in part because of the obvious possibility of its relation to cancer. When DNA is damaged, entry into mitosis is inhibited, giving the cell time to repair the DNA; failure to repair damaged DNA leads to cancer. The cell cycle is regulated by proteins called cyclins and cyclin-dependent protein kinases, which phosphorylate other proteins (Ganong, 2001). Cell replication involves not only DNA polymerase but a special reverse transcriptinase that synthesizes the short repeats of DNA that characterize the ends (telomeres) of chromosomes. Cells with high telomerase activity, which includes most cancer cells, can in theory keep multiplying indefinitely (Ganong, 2001). The impact of critical care on the outcome of cancer patients is not yet well evaluated. The prognosis of cancer patients who become critically ill and need intensive care is poor, with mortality rates of 40% to 80%. The discrepant results of past studies may be due to differences in the types and stages of cancers included, patients’ comorbid conditions, and the effectiveness of therapies for underlying cancer and nonmalignant conditions (Hsieh, 2006).   Rationale for the measurement of blood gases in the cancer patient who has become acutely ill   There are four good reasons why nurses must obtain blood gases in a critically ill cancer patient: 1) to assess the oxygenation capacity of the lungs for diagnostic reasons, 2) to assess the oxygen pressure in the blood for therapeutic reasons, 3) to assess respiratory adequacy, and 4) to assess acid-base status.             Blood gases are drawn from an artery with a small needle attached to a syringe. This syringe contains a small amount of heparin which prevents clotting of the blood. The sample is obtained from the radial artery at the wrist if it is possible. In situations where repeated samples are needed, an “arterial line” (a small catheter left inside the artery) is what is utilized. In newborns, the samples would be obtained through an umbilical artery catheter. In some cases where the radial pulse is unobtainable (blood pressure less than 60 systolic) the blood gases sample is usually obtained from the femoral artery in the groin of the patient.             The blood gases sample is corked off immediately to prevent exposure to room air, and placed in ice. The site of the arterial puncture is kept under pressure for about ten minutes in order to prevent formation of a hematoma or a semisolid mass of blood in the tissues.             The blood gases sample is placed in a machine that measures the pH, partial pressure of oxygen (PaO2), and carbon dioxide (PaCO2). Usually the hemoglobin is measured in another machine. These are the “measured values,” from which other values are calculated. “Controls” (solutions of known pH) are used to insure the accuracy of the measurements of blood gases of the patient.             Readings for the blood gases may need to be adjusted for the patient’s temperature. Oxygen, carbon dioxide, and pH are all affected by a change in the temperature of the patient. The machine is calibrated for measurements on a patient with a temperature of 37.0 centigrade.   Electrolyte imbalances and common cardiac consequences in the acutely ill cancer patient               The human body will try to restore any imbalance by itself, but if a person has an overwhelming acute or a chronic (long term) problem, there may be a need for medical intervention, such as being given concentrated, pure O2 or, in extreme cases, being put on a respirator to gain additional oxygen. If a patient is on continuing oxygen therapy, health care professionals may order blood gas tests to monitor the effectiveness of that therapy. Electrolytes are chemicals in the body that regulate important physiological functions. Examples of electrolytes are sodium, chloride, magnesium, potassium and calcium. Electrolyte imbalance causes a variety of symptoms that can be severe.             The types of fluid and electrolyte imbalances that are observed in a client with cancer depend on the type and progression of the cancer. All electrolyte imbalances can occur in the client with cancer and are caused by anatomical distortion and functional impairment from tumor growth and tumor-caused metabolic and endocrine abnormality. In addition, clients with cancer are at risk for fluid and electrolyte imbalances related to the side effects of their chemotherapeutic and radiological treatments (Potter & Perry, 2004).             Electrolyte imbalance is commonly caused by loss of body fluids through prolonged vomiting, diarrhea, sweating, or high fever. All of these may be side effects of chemotherapy treatment. The kidneys play a critical role in regulating electrolytes. They control the levels of chloride in your blood and “flush out” potassium, magnesium and sodium. Therefore, a disturbance in blood levels of these electrolytes may be related to kidney function.             A high level of calcium in the blood, called hypercalcemia, may become a medical emergency. Hypercalcemia is a common metabolic complication of cancer. Hypercalcemia resulting from cancer is particularly common in conjunction with breast cancer, lung cancer or multiple myeloma and often results from the destruction of bone due to bone metastases.             About 20% of hypercalcemic patients have bone metastases that produce the hypercalcemia by eroding bone – local osteolytic hypercalcemia (Ganong, 2001). There is evidence that this erosion is produced by prostaglandins from the tumor. The hypercalcemia in the remaining 80% of the patients appears to be due to elevated circulating levels of PTHrP (humoral hypercalcemia of malignancy).             Extracellular fluid calcium ion concentration normally remains tightly controlled within a few percentage points of its normal. In increased calcium concentration or hypercalcemia, there is a depression of neuromuscular excitability and can lead to cardiac arrhythmias (Guyton & Hall, 2000). The tumors responsible for the hypersecretion include cancers of the breast, kidney, ovary and skin (Ganong, 2001).   Role of the ward nurse in the transfer of an acutely deteriorating cancer patient to the critical care unit               There is a growing body of nursing literature that examines the variety of complications facing cancer patients requiring intensive care intervention (Alfafara & Hedges, 1996). Critical care nurses may not understand or agree with rationale behind critical care unit admissions for some patients with cancers. They may be considered to have a poorer prognosis than patients without malignancies. Prognosis and survival for a cancer patient requiring critical care interventions are influenced by various clinical variables. Cancer patients with significant organ insufficiency and multisystem dysfunction are least likely to survive critical illness. Tumor characteristics, such as location, cell type, and metastatic potential, affect prognosis. Phase of illness–diagnosis, treatment, remission, recurrence, or progression–has a direct effect upon prognosis.              Care plans should reflect achievable goals and outcomes. Ward nurses need to evaluate outcomes of nursing actions and be alert for signs that goals are being met. Adequate time should be allowed to teach each nursing approach to a problem. Multidisciplinary collaboration remains essential in the provision of nursing care services.             After years of neglect, care at the end of life is receiving increasing attention and concern. When end of life is near, the patient is suffering the effects of a progressive and mortal illness, and is coping not only with bodily symptoms, but also with the existential crisis of approaching death (Cole, 2003).             Although the imperative of care is providing optimal symptom relief and alleviation of suffering, there is clear evidence in the current medical literature that there is a failure in doing this. Despite wide dissemination of pain management guidelines, many patients with cancer continue to suffer not only from pain, but also from other troubling symptoms and interpersonal scenarios in their final days. The most effective approach to providing better care in patients with other diseases has been the use of clinical practice guidelines based on the delivery of evidence-based medicine. The ethical and professional challenge to do so is as important as the obligation to cure (Cole, 2003).             Ward nurses spends more time with the patient than does any other discipline and is, therefore, in the best position to detect subtle changes that may indicate impending treatment-related complications. The critical care nurse is vigilant in monitoring the patient’s dynamic physiologic responses to life-threatening problems (Alfafara & Hedges, 1996).             End-of-life care is defined as “the active, total care of patients whose disease is not responsive to curative treatment.” The philosophy of this care is to attain maximal quality of life through control of the myriad physical, psychological, social, and spiritual distress of the patient and family (Cole, 2003).             Physical symptoms in a cancer patient other than pain often contribute to suffering near the end of life. In addition to pain, the most common symptoms in the terminal stages of an illness such as cancer or acquired immunodeficiency syndrome are fatigue, anorexia, cachexia, nausea, vomiting, constipation, delirium and dyspnea. Management involves a diagnostic evaluation for the cause of each symptom when possible, treatment of the identified cause when reasonable, and concomitant treatment of the symptom using nonpharmacologic and adjunctive pharmacologic measures (Alexander, 2001).             Although pain is commonly associated with end-of-life distress, other physical symptoms often contribute to the suffering of terminally ill patients. In patients who have cancer, fatigue and anorexia rank as the top two reasons for emotional and physical distress, with pain ranked third. Nausea, constipation, altered mental state (e.g., delirium) and dyspnea are the next most common symptoms (Alexander, 2001).             Potential benefits of critical care for the patient with cancer must be weighed against burdens that may be associated with such treatment. Of particular concern is emerging evidence of physical and psychological suffering among critical care unit patients, including patients with cancer and other malignancies. A prospective study of symptom experience self-reported in real-time by cancer patients treated in a medical critical care units, including patients and nonsurvivors receiving mechanical ventilation, revealed that distressing symptoms such as pain, discomfort, dyspnea, depression, and anxiety were prevalent, often at high levels of severity (Cole, 2003).             Symptom burden is relevant in critical care unit decision making, although expert palliative care can be expected to improve patient and family comfort and should be integrated into treatment plans for all critically ill patients-especially those, such as patients with cancer, who remain at high risk for hospital death. Financial and other burdens for families of such patients may be significant (Cole, 2003).             The patient should be encouraged by the ward nurse to make appropriate arrangements for personal matters. These include updating his or her will, thinking about end-of-life care and advance directives, and discussing these with an appropriate surrogate. All of these discussions should be both compassionate and culturally sensitive. Above all, the patient should be allowed to express their reaction to the situation (Cole, 2003).             A patient has a greater chance for survival if an acute life-threatening crisis occurs early in the diagnostic phase rather than following disease progression. Clear communication of the patient’s diagnosis, prognosis, and treatment goal will facilitate the nurse’s understanding of the need for ICU treatment for a patient with cancer (Alfafara & Hedges, 1996).             The ward nurse’s knowledge of treatment-related side effects and toxicities will assist in predicting the development of critical crises. Pancytopenia results from many chemotherapeutic regimens and can lead to life-threatening bleeding and/or sepsis. Metabolic derangements, anaphylactic reactions to drugs, and long-term damage to organ systems contribute to the likelihood a cancer patient undergoing treatment may require intensive care intervention (Alfafara & Hedges, 1996).             A ward nurse incharge of a critically ill cancer patient should take a holistic approach to the patient and family impacted by cancer. An oncology nurse is often involved with the patient and family throughout the entire continuum of cancer from diagnosis, through treatment, remission, recurrence, and, eventually, death. Cancer nursing interventions differ according to the phase of illness. Over time, the nurse develops a strong therapeutic relationship with the patient and the family. Serving as a patient/family advocate, the oncology nurse coordinates care with other members of the health care team and ensures that the patient and family have an active role in decision making (Alfafara & Hedges, 1996).             The focus of critical care nursing is to provide highly technologic care to patients with single or multisystem crises. The core knowledge of critical care nursing includes mechanical ventilation; hemodynamic, cardiac and respiratory monitoring; electrocardiogram (ECG) interpretation; and advanced cardiac life support. The critical care nurse interacts with the patient/family during a specific point in the illness–often an acute life-threatening illness. Initially, a high priority of the critical care nurse is to stabilize the patient’s physiologic crises. Once the patient is stabilized, the critical care unit nurse may then address the biopsychosocial implications of the life-threatening event (Alfafara & Hedges, 1996).   Neurological assessment in the acutely ill cancer patient               Upon performing a neurological assessment of the critically ill cancer patient, complications are found. Neurologic complications occur frequently in patients with cancer. After routine chemotherapy, these complications are the most common reason for hospitalization of these patients. Brain metastases are the most prevalent complication in cancer patients, affecting 20 to 40 percent of cancer patients and typically presenting as headache, altered mental status or focal weakness. Other common metastatic complications are epidural spinal cord compression and leptomeningeal metastases (Newton, 1999). Cord compression can be a medical emergency, and the rapid institution of high-dose corticosteroid therapy, radiation therapy or surgical decompression is often necessary to preserve neurologic function. Leptomeningeal metastases should be suspected when a patient presents with neurologic dysfunction in more than one site (Newton, 1999). Metabolic encephalopathy is the common nonmetastatic cause of altered mental status in cancer patients. Cerebrovascular complications such as stroke or hemorrhage can occur in a variety of tumor-related conditions, including direct invasion, coagulation disorders, chemotherapy side effects and nonbacterial thrombotic endocarditis (Newton, 1999).   Issues concerning the withdrawal of acute treatment in the person with cancer                         Terminal restlessness affects a large proportion of patients with cancer at the end of life. It has many different risk factors, presentations, and causes. Management consists of keen assessment, identification and reversal of the causes, and treatment by a combination of pharmacological, environmental, and spiritual interventions (Blanchette, 2005).             In the patient with advanced cancer, terminal restlessness severely affects quality of life and creates additional burden upon family members. It is important for acute care clinical nurses to be educated about the numerous causes of terminal restlessness in the hospitalized adult patient with cancer. The focus is comfort and symptom management strategies. Recognizing and managing terminal restlessness empower nurses to help their patients achieve a peaceful death and to help decrease unnecessary distress for grieving loved ones (Blanchette, 2005). Cancer-related fatigue is a complex and multifactorial phenomenon that is likely due to a variety of causes and contributing factors. The exact mechanisms involved in its pathophysiology are unknown. It may be a sequela of the malignancy itself, caused by multimodal cancer treatment, or secondary to treatment-related anemia. Cancer-related fatigue has known contributory physiologic factors, including cachexia, deconditioning, and high levels of certain cytokines such as interleukin-1, interleukin-6, and tumor necrosis factor-[alpha]. Psychosocial factors contributing to fatigue include anxiety, depression, and insomnia (Mock, 2004). Common electrolyte imbalances that contribute to terminal restlessness are hyponatremia, hypercalcemia, hyperglycemia, and hypoglycemia. The most frequent contributors are hyponatremia and hypercalcemia. Low sodium may result from the disease process (for example, small cell lung cancer) or from side effects of diuretics (Blanchette, 2005).             Until recently, medical advice for patients undergoing treatment for cancer was to obtain additional rest and avoid activities that are physically challenging. Currently, the use of exercise as an adjunct therapy for cancer treatment-related symptoms has gained favor in oncology rehabilitation as a promising intervention.   Credit:ivythesis.typepad.com

CARE OF THE ACUTELY/ CRITICALLY ILL CANCER PATIENT

Introduction The word cancer elicits dread in nearly everyone. Cancer accounts for considerable mortality and morbidity in both men...

Observation Results

This essay utilized Sheffield’s hotels and restaurants as the model entities to review their present service quality management and how they dealt with critical situations. From the analysis, key trends in the service quality management were then identified, how it worked and its effectiveness in dealing with critical situations was ascertained. The paper then moved on to assess Sheffield’s service quality management strategies with regard to their suitability to critical situations, during which the internal capabilities of these service quality management in relation to the strategy being followed by most Sheffield hotels and restaurants were determined also. An overall analysis of the performance and effectiveness of the service quality management of Sheffield’s restaurants was also conducted through surveys among tourists / guests and interviews with staff members and managers to assess and compare the capabilities of Sheffield’s service quality management strategies in their restaurants with those of others. Gaps in the service quality management capabilities and restaurant environment were then identified. Finally, several choices of strategies to improve the service quality management of Sheffield’s restaurants as effective means in critical situations were recommended and evaluated in terms of appropriateness to the issues reviewed, feasibility in carrying out the options and acceptability within the key stakeholders and decision makers. Several key implementation issues related to managing strategic change were also addressed as well. VISITOR’S SECTION RESULTS AND DISCUSSION A total of 60 visitors / tourists were used for the data gathering process. The participants were derived from 3 major hotels in Sheffield, composed of both males and females. For the purpose of gathering pertinent and reliable data, tourists of 30 years old and above were included in the sample. Of the 60 participants, the sample was divided equally according to three categories: age, gender and occupation. The respondents were equally divided according to the three categories as selected by the researcher. This was for the purpose of giving an equal representation of the respondents regarding the subject matter. Since the research could not afford for a much bigger sample due to time and budgetary constraints, the equal representation of respondents can represent the significant sample categories. Food Quality A greater number of respondents said that they had high expectations regarding the presentation of food that they will eat, and this was of high importance to them. Generally, the participants of the study evaluated the menu item variety that they were very important to them, and they also expected the menu items to be truly of great variety. They did not consider it a problem to easily choose among the food items detailed in the menu. The time that tourists spent to dine in these restaurants appeared to be reasonable. Aside from the efficiency and timely delivery of restaurant service that are necessary among tourism policies, the quality of food is yet another factor with utmost significance. In order for the tourists and visitors to enjoy their stay, their needs and preferences should always be met. Hence, the food that they eat should also be of good taste and quality. Quality may be a broad term. But in connection to restaurants in Sheffield and the foods they serve, quality may mean that tourists are able to enjoy the types of food they want that are provided by the hotel restaurants of Sheffield. The prices of these foods must also be accurate and affordable. Restaurant Service A greater number of respondents said that they had high expectations regarding the staff’s friendliness and courteousness, and this was of high importance to them. Generally, the participants of the study evaluated that the attentiveness of the restaurant’s staff were very important to them, and they also expected the staff to be very attentive to their needs. They did not consider it a problem to easily interact among the restaurant’s staff. The time that tourists spent to dine in these restaurants appeared to be reasonable. Tourists are able to quickly feel at home when the restaurant’s staff is greeting them and accommodating their needs. As this survey revealed, restaurants in Sheffield was doing a relatively good job in making sure that their staff are very accommodating and respectful. A greater number of respondents said that they had high expectations regarding the efficient services of the restaurants in Sheffield, and this was of high importance to them. Generally, the participants of the study evaluated that the willingness of the restaurant’s staff to serve them were very important to them, and they also expected the staff to be very attentive to their needs. They did not consider it a problem to easily interact among the restaurant’s staff. The time that tourists spent to dine in these restaurants appeared to be reasonable. Tourists are able to quickly feel at home when the restaurant’s staff has adequate food and beverage knowledge. As this survey revealed, restaurants in Sheffield was doing a relatively good job in making sure that their staff are very much knowledgeable about the food and beverages they offer. Also, a greater number of respondents said that they had high expectations regarding the staff’s ability to sympathetically handle the complaints of their customers. Restaurant Atmosphere Generally, the participants of the study evaluated that the level of comfort in the restaurant were very important to them, and they also expected the level of comfort to be very high. They did not consider it a problem to easily feel comfortable in the restaurants of Sheffield. The time that tourists spent to dine in these restaurants appeared to be reasonable. Tourists are able to quickly feel at home when the level of noise within the restaurant is very minimal. As this survey revealed, restaurants in Sheffield were doing a relatively good job in making sure that their restaurants’ environment had very minimal noise. A greater number of respondents said that they had high expectations regarding the cleanliness of the restaurants in Sheffield where they will dine in. Generally, the participants of the study evaluated that dining privacy in the restaurant was very important to them, and they also expected that their privacy while dining would be respected. They did not consider it a problem to easily feel the dining privacy in the restaurants of Sheffield. The time that tourists spent to dine in these restaurants appeared to be reasonable. Tourists are able to be quickly drawn to the restaurant when its appearance is very pleasing to their eyes. As this survey revealed, restaurants in Sheffield were doing a relatively good job in making sure that their restaurants’ environment were very attractive. Also, a greater number of respondents said that they had high expectations regarding the neat appearance of the restaurant’s staff. Convenience Generally, the participants of the study praised the way that the staff handled the telephone reservations. This was very important to them, and they also expected that the staff would do the handling of telephone reservations very well. They did not consider it a problem to easily feel accommodated by politeness of the staff they were talking to. Restaurant Qualities Tourists are able to quickly feel comfortable when the restaurant offers a new dining experience. As this survey revealed, restaurants in Sheffield were doing a relatively good job in making sure that their restaurants’ regularly offered new and exciting dining experiences to their customers. Also, a greater number of respondents said that they had high expectations regarding the standards of the food in Sheffield’s restaurants. Generally, the participants of the study praised the way that the restaurants in Sheffield and their staff made it very comfortable for them to eat there. This was very important to them, and they also expected that the staff would do other things that would make the guests comfortable. They did not consider it a problem to easily feel accommodated by politeness of the staff that attended their needs. Tourists are able to quickly feel comfortable when the restaurant offers services of consistent standards. As this survey revealed, restaurants in Sheffield were doing a relatively good job in making sure that their restaurants’ regularly offered services of consistent standards to their customers. STAFF SURVEY RESULTS AND DISCUSSION A total of 14 staff members were used for the data gathering process. The participants were derived from 3 major hotels in Sheffield, composed of both males and females. For the purpose of gathering pertinent and reliable data, staff members of 30 years old and above were included in the sample. Of the 14 participants, the sample was divided equally according to three categories: age, gender and job description. The respondents were equally divided according to the three categories as selected by the researcher. This was for the purpose of giving an equal representation of the respondents regarding the subject matter. Since the research could not afford for a much bigger sample due to time and budgetary constraints, the equal representation of respondents can represent the significant sample categories. As most of the staff members of the study were from 3 different hotel restaurants in Sheffield, the way they perceived the practicality of their mission statement and set of standards appeared to be varied as well. Nevertheless, a greater number of the staff members said that their restaurant’s mission statement and set of standards were practical. Generally, the participants of the study evaluated that they did not feel inferior or pushed down when giving service to their restaurant’s clients. They did not consider it a problem to easily interact and entertain the needs of their customers. Staff members of hotel restaurants are able to quickly feel elated and happy when the restaurant’s customers appreciate their service. As this survey revealed, staff members in the restaurants of Sheffield were confident that they were doing a relatively good job in making sure that their services were of high quality because from time to time they receive good feedbacks from their customers. Also, a greater number of the staff members said that they were fully aware of their restaurant’s service quality goals. Generally, the staff members evaluated that the superior member of their restaurants provided them extensive training on service quality. They did not consider it a problem to easily interact and learn from their superiors. Staff members of hotel restaurants are able to quickly feel elated and happy when their superiors appreciate their service and even give them further advice and assistance. As this survey revealed, staff members in the restaurants of Sheffield were confident that they were doing a relatively good job in making sure that their services were of high quality because from time to time they receive advice and assistance from their superiors. Also, a greater number of the staff members said that they can make decisions about quality issues that directly affect their work. Generally, the staff members evaluated that they view customer complaints not as threats but rather a feedback that will help them improve their work performance. They did not consider it a problem to receive complaints for as long as they are valid. Majority of the staff members of hotel restaurants interviewed also believed that quality should always be a priority in every aspect of their restaurant’s operations. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on quality, they were always confident about doing a relatively good job in making sure that their services were of high quality. Also, a greater number of the staff members said that they were fully aware of the impact of response time to their customer’s attitude and behavior. Most of the staff members evaluated that everyone at their restaurants received equal treatment when it comes to evaluation of job performance. They were not really worried about the fairness of their restaurant’s management. Majority of the staff members of hotel restaurants interviewed strongly affirmed that they talk about their restaurants favorably to other people. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong promotional strategies, they were always confident about doing a relatively good job in making sure that more and more customers will try out their restaurants. Also, a greater number of the staff members said that they always come to work on time. A majority of the staff members evaluated that everyone at their restaurants always wore their uniforms correctly. They were really concerned about the importance of looking good and presentable to their customers. Most of the staff members of hotel restaurants interviewed strongly affirmed that they always shared ideas to improve the quality of service of their restaurants. As this survey revealed, staff members in the restaurants of Sheffield were thrilled that because they always shared their ideas for improvement, they were always confident about an excellent performance of their restaurants. Also, a greater number of the staff members said that attentiveness was indeed an important virtue. Generally, the staff members evaluated that everyone at their restaurants aimed to provide efficient service. They were really concerned about the importance of looking to impress their customers with their high quality services. So in one way or another, providing efficient service was really important to them. Most of the staff members of hotel restaurants interviewed believed that greeting their customers and guests was always important. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on being friendly and cordial with their customers and guests, they were always assured that their customers were always feeling comfortable dining in their restaurants. Also, a greater number of the staff members said that willingness to serve was indeed an important virtue. A majority of the staff members evaluated that everyone at their restaurants valued the importance of adequate knowledge in food and beverages. They were really concerned about the importance of looking to impress their customers with their immense knowledge of food and beverages available in their restaurants. So in one way or another, providing knowledge of food and beverage was really important to them. Generally, the staff members of hotel restaurants interviewed believed that the ability to handle complaints was always important. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on being able to handle the complaints of their customers and guests, they were always assured that their customers were always aiming to show their concerns on how to improve even more their restaurant’s operations. Also, a greater number of the staff members said that providing consistent service was indeed an important virtue. Generally, the staff members evaluated that everyone at their restaurants valued the importance of following their own restaurant’s standards. They were really concerned about the importance of looking to impress their customers with their strict compliance of their restaurant’s standards. So in one way or another, following restaurant standards was really important to them. Majority of the staff members of hotel restaurants interviewed believed that being well groomed was always important. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on being well groomed, they were always assured that their customers were always impressed by how they appeared before them. Also, a greater number of the staff members said that following up of set personal hygiene standards was indeed an important virtue. Majority the staff members evaluated that everyone at their restaurants especially their management valued the importance of staff training. They were really concerned about the importance of their staff being trained to always give quality service to their customers. So in one way or another, staff training was really important to them. Most of the staff members of hotel restaurants interviewed believed that customer / guest feedback was always important. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on getting feedbacks from their customers and guests, they were always assured that their services were always of great quality. Also, a greater number of the staff members said that punctuality at work was indeed an important virtue. Generally, the staff members evaluated that everyone at their restaurants valued the importance of sharing ideas. They were really concerned about the importance of sharing ideas that will further cause the improvement of the operations and services of their restaurants. So in one way or another, sharing ideas was really important to them. Majority of the staff members of hotel restaurants interviewed believed that up-selling was always important. As this survey revealed, staff members in the restaurants of Sheffield were confident that because of their strong belief on up-selling, they were always assured that their services were always of great quality. MANAGER’S SECTION RESULTS AND DISCUSSION The three (3) managers that were interviewed were in unison that “service quality” for them was the degree of efficiency and effectiveness of the implementation of the policies and tasks necessary to satisfy their restaurant’s customers and employees. They agreed that their staff members were well aware of their restaurant’s service quality goals. They also guaranteed that their restaurant’s staff members had to be always efficient and flexible. Without these factors, it would be very difficult for them to compete and be effective in their responsibilities. Because of their staff members’ constant participation in staff training programs, their capabilities became fully enhanced in congruence with their need to become effective and competitive. The end result was that their staff members were able to evolve and expand their expertise. The three (3) managers that were interviewed were in unison that the occurrence of customer feedbacks, whether good or bad, reflected the growing difficulty in the management of their restaurants. For the managers, customer feedbacks meant that there were still ways to improve the use of valuable resources in their restaurants such as money, materials, equipments, and people. Customer feedbacks help them in determining the most effective ways to coordinate these resources. They agreed that following up personal hygiene & grooming among staff would definitely help to maintain standards. They added that the way their staff and the managers themselves appeared in the face of their customers had a direct relation to the type of service being offered by their restaurants. Only one out of three managers that were interviewed was confident enough to say that his restaurant provided all the modern equipments necessary to deliver excellent service. The other two managers, on the other hand, cited low budget as the main hindrance in not being able to purchase the modern equipments necessary for their restaurants to deliver excellent service. The manager that mentioned his restaurant having all the necessary modern equipments to deliver excellent service confidently said that his restaurant offered a level 5 in terms of providing comfort to their guests and customers. The other two managers, on the other hand, rated their restaurants as being able to provide a level 3 of comfort to their guests and customers. Nevertheless, even if there were service deficiencies admitted by two out of three managers, still all of them were in unison to say that their guests and customers were getting quality service worth of the money they’re spending. The manager that mentioned his restaurant being able to provide a level 5 of comfort stated that staff training was the field that required more attention and development. The other two managers, on the other hand, mentioned that adding modern equipments would be the focus of their attention in order to provide better service to their customers. The three (3) managers that were interviewed were in unison that time to time briefing and de-briefing do help their respective staff members in providing better service to their guests and customers. In fact, their staff members were even thankful to them for correcting their mistakes and being patient to them as they learn the ins and outs of the restaurant’s operations. They agreed that they and their staff members equally contribute in solving problems and complaints of their customers. The managers emphasized the need for a health communication and interaction process between them and their respective staff members in order to establish a harmonious working environment. And they also added that when both parties cooperate in solving problems and complaints, these seemingly tedious tasks become easily solved. They also guaranteed that their guests and customers always had a good overall impression about their restaurants and services they offered. This was in spite of the fact that they have received a number of complaints from their customers from the past. But the three managers argued that these complaints were only minor in nature and were always immediately acted upon by their respective staff members. Only one manager was confident enough to say that his restaurant was able to give an overall service level of 5. He cited that his restaurant had the modern facilities and well-trained staff members to boast for. The other two managers, on the other hand, rated the overall service being provided by their restaurants to level 3. But they said that once they were able to acquire the modern facilities they needed to improve their restaurants’ operations, then the level will definitely go up to level 5. Nevertheless, the three (3) managers that were interviewed were in unison that staff training was the main support they were providing their staff members in providing efficient restaurant services to their hotels. Aside from these, the staff members were also getting various incentives for good performance as well as a reasonable salary. PERSONAL OBSERVATION RESULTS and DISCUSSION The author all in all personally visited three (3) restaurants in Sheffield. On the first restaurant, the atmosphere was overwhelmingly beautiful and exhilarating. The environment outside the restaurant was very colorful, surrounded by numerous flowers and ornamental plants. The security personnel were courteous enough to greet the author upon entering the restaurant and that set the tone for a great stay. Upon the author’s entry to the restaurant, several musicians seemed like serenaded the author with classical music that really made the author feel very relaxed and comfortable. It didn’t take long before a restaurant staff flashed her smile upon the author and asked for the author’s order. As the author glanced over the menu list, the author noticed the variety of meals that the restaurant offered, and with reasonable prices for a visitor like the author.  After the author made the order, it only took around 10 minutes before the meal got served. The author was surprised because while waiting the author was still glued to a television set in the restaurant watching a great movie. Anyway, from the appearance alone, the food looked tasty on the eyes of the author. And the food really tasted great. Truly, the money that the author spent was worth it. And when it was time for the author to say goodbye, the musicians had one last parting piece. The author bade goodbye and thanked the restaurant’s staff for a wonderful stay. Meanwhile, the author’s experiences over the other two (2) restaurants in Sheffield were quite the same.  While the environment outside of the two restaurants was not as appealing as the first restaurant that the author visited, these 2 restaurants had their own gimmicks after all. While it was obvious that these 2 restaurants didn’t have the modern facilities that would have significantly improved the service quality of these 2 restaurants, they made it up through other gimmicks such as the presence of extremely entertaining and fun filled activities for the guests / visitors of the restaurants as well as an eat all you can promo for a certain affordable price. These gimmicks were the two restaurant’s solution to somehow make up for the lack of modern facilities. The author as well as the guests in fairness truly enjoyed staying at these two restaurants.  Credit:ivythesis.typepad.com

Observation Results

This essay utilized Sheffield’s hotels and restaurants as the model entities to review their present service quality management and ho...