Persecution of Jews between the years 1933-39 Essay

By what stages and why did the Nazi Regime increase it’s persecution of Jews between the years 1933-39. Jewish people had been a traditional enemy for several hundred years before Hitler came to power and he made it quite clear in his book, ‘Mein Kampf,’ that he hated Jewish people. It should be no surprise that even before he rose to power he had already took steps to increase persecution of Jews in Nazi Germany in 1933-39. Before any of the momentous stages began, Hitler had displayed plenty of propaganda to advocate Nazi opinions of Jews, he realised that it wouldn’t be a good idea to persecute Jews to the highest level to begin with as he needed to be established as a great leader. Had he have began his stages with an event such as Kristallnacht the German people may not have accepted him as well as they did. Hitler began his stages with unorganised persecution, in 1933 he organised the April Boycotts which involved the boycotting of Jewish businesses, encouraging Aryan Germans to stay away from Jewish owned stores. The members of the Nazi party were eager to begin anti-Jewish measures so Hitler didn’t want to carry on denying them this. This stage kept the members happy for a short while and was also backed by churches; increasing its influential value. However the April Boycotts had to be kept fairly low key as Hitler did not want the public to resent him had they thought his measures were too much too soon; his suspicions were in fact correct, Hitler realised he didn’t have the public support he needed as despite the Boycotts the public seemed apathetic, they carried on shopping in Jewish stores; ignoring Hitler’s warning. Another factor controlling the force of the persecution was the fact that Hindenburg was still supreme to Hitler, he had already brought in the Hindenburg clause (whereby Jewish world war one veterans were exempt from the rule that Jews must be fired from certain professions) which hindered Hitler’s chance at early success. Hitler’s first attempt at unorganised persecution was supposed to last indefinitely, but in fact it only lasted a day. The Nazi regime’s next step in 1935 marked a new phase in their bid to increase the persecution of Jews. Following Hindenburg’s death in 1934, Hitler introduced The Nuremburg Laws in August 1935 which basically stripped the Jews of their civil rights. Hitler had realised that the intense propaganda had succeeded in winning the public over and therefore decided to take his persecution to the next stage. He completely disregarded the Hindenburg clause and referred to the Jews not as citizens but as ‘subjects’ of Germany. This step was to separate the Jews from the rest of the Germany nationality and could be seen as a result of the lack of progress made in the Nazi’s attempt to get Jews out of the country, statistics of Jews emigrating fell from 37000 to 23000 in 1934. However, in light of the Berlin summer Olympics in 1936, Hitler toned down the propaganda aimed at the persecution of Jews as he wanted tourists to see Germany as a pure country, free of people he though inferior such as Jews. The Nuremburg laws seemed to be as a result of Hitler feeling that he needed to start taking action that is easily recognisable as persecution; this however was nothing in comparison to his next step. On November 9th 1938, following the assassination of a German official in Paris by a young Jewish boy, the Nazi’s embarked on an orgy of violence, destroying Jewish Property in predominantly Jewish towns in Germany. This seemed the final straw for Hitler, before this he had not let member of the Nazi party display this type of organised persecution. The SS officers conducting the attacks broke the law, but Hitler let this go ahead as there was no popular outcry for it to stop, most resistance was very passive, probably Jew to the Nazi fear factor; no-one dear stand up to them. The intensity of Nazi officials complaining about a lack of action against the Jews encouraged this new wave of intimidation. To add insult to injury, the Jews were fined for the damage done to their towns and property; 1,000,000,000RM in total. 26,000 Jews were arrested and sent to work camps, Kristallnacht is thought to mark the beginning of the Holocaust. Hitler’s 4th and final stage was to eliminate Jews; they were not emigrating anymore (as much as they wanted to) simply because other countries could not take them. The measures taken previous to this stage were not enough to get rid of the Jews so Hitler decided to cram the Jews into small ghettos, so he could take complete control of them ready for when they were shipped off in freight trains to concentration camps. Hitler named this ‘the final solution of the Jewish question’ this stage seemed ooze a sense of desperation, nothing Hitler had done before had deterred the Jews enough for them to flee wherever they could. Once in concentration camps, had they not died of diseases such as Typhus, the Jews were systematically gassed in chambers, sometimes up to 2000 at a time. The name ‘final solution’ suggests that this really was the last straw for Hitler, he felt there was no other way to rid Germany of the Jews as although the first camp opened in 1933 (Dachau) they weren’t widely used until 1939, these camps could be seen as a precautionary measure. It is evident that Hitler had many ideas as to how to persecute Jews; he started with quite mild measures and gradually escalated things as a result of unresponsive behaviour from Jews. The pressure he was under from other Nazi party members in the early stages probably pushed him to cross the line into breaking the law to persecute Jews. The latter stages of these measures may not have happened had the Jews emigrated when they were encouraged to.

Present Day Business Condition

In present day business condition, learning is the most vital asset, data with respect to rivalry predominantly concerned their piece of the overall industry and offer, appeared to be a palatable volume of data. These days requires data about the opposition. These data allude not exclusively to contenders piece of the overall industry and their offer, yet additionally to the level and structure of their costs, items and administrations quality-value relations, deals volume, extent of exercises, money streams, liquidity, dissolvability and productivity. Building data framework that backings the administration and basic leadership, and that can be a wellspring of aggressive edge, isn't a simple errand. Issue is the way to get quality and helpful data. In the present business focus, there are huge amounts of things and organizations open to fulfill the necessities of individuals and associations. Your ability to perceive and mishandle the features and related favorable circumstances of your thing or advantage and show how it is one of a kind or better than anything the resistance will outfit you with an engaged edge. The edge or favored angle will outfit your firm with the instruments to: Augmentation arrangements and bit of the pie. Upgrade general incomes for a given time period in new or existing markets. Assurance your survival in to an awesome degree centered markets. Become hard-to-copy advancing mixes. An Aggressive EDGE : To start, you ought to amass each one of the data assembled about your target showcase designs, customers, things and contenders. Recorded different market design components is a structure of the distinctive market plan segments you should study to distinguish your focused edge. Every association must have no short of what one ideal position to adequately fight in the market. In case an association can't recognize one or essentially doesn't have it, contenders soon beat it and power the business to leave the market. There are various ways to deal with achieve the ideal position however only two key sorts of it: cost or division advantage. An association that can achieve predominance in cost or partition can offer customers the things at cut down costs or with more elevated amount of detachment or more all, can fight with its adversaries. Foundation: Right off the bat the recognizable proof of your association's qualities and shortcomings is an essential errand that should be proficient before any focused edge can be created. The forceful edge your firm picks will depend upon the reasons your customer will buy a particular thing or organization. An upper hand implies you have to offer a few things your rivals don't. You have to recognize what it is your rivals do well, and don't do well. For example, if your resistance has one recipe that various customers go to that diner for, essentially imitating their equation won't add to your high ground. Instead of trying to copy your adversary's purposes of intrigue, invigorate your own specific to make a unique course of action of characteristics that can't be imitated. There's no convincing motivation to enroll some individual to do what you can do yourself, however consider using research firms to find information that isn't unreservedly open. Here are two or three instruments you can use to secure forceful information. Online outputs are a quick method for finding forceful information. Regardless, this chase will simply give information that has been made open. On area view of the contender's stopping territory, customer organization, volume and case of suppliers' transports, et cetera can yield significant information about the state of the contender's business. Outlines and gatherings can yield a great deal of data about contenders and things. Research surveys and focus gathering interviews generally give more all around perspectives from an obliged case. Forceful benchmarking is used to take a gander at the affiliation's exercises against those of its adversaries. In making specific connections inside an industry, an affiliation grabs information about customary publicizing practices, available workforce, and suppliers. Issues to Increase Aggressive Edge over your Rival in Business: Competition is awesome. For sure, a sound rivalry incites you to work more splendid with the advantages you have. To do thusly, utilize your gathering's intriguing blessings and build a business contenders wouldn't set out test. Despite whether distinctive associations in your industry attempt to undermine your expenses and take your customers, contemplate ways they can empower your startup to create.Keeping up a vital separation from absence of concern. Sole suppliers in an industry quickly quit progressing basically in light of the way that they never again have any need to. Tragically, they accidentally center around keeping up the current situation. Contenders have a penchant for keeping you on your toes.Building brand clout. Make it your focal objective to develop as the primary pro in your space of capacity. Your social event of individuals will value your thought expert and regularly pick you over various merchant s.Making care. Enemies compel you to assess your characteristics and deficiencies. Use your superpowers to make a more uncommon motivating force to customers. Grasp your shortcomings and find ways to deal with overcome them.Enabling partition. Contenders will dependably endeavor to offer better customer advantage, thing quality and advancing. In sound markets, buyers will ask for the best solutions for their specific needs. Isolate your commitments with the target of influencing gigantic motivating force for the customers you to serve.Mishandling industry designs. Contention signals strong client ask. It offers endorsement to what you are doing. In new markets, this is an opportunity to propel a creating design that will get buyers and the media amped up for your work.Molding startling affiliations. Make associations together with comparative associations. Exchange development and mechanical assemblies, expand the general market, cross propel each other's things and collaborate on n ovel research to educate purchasers. Perhaps one day, you may merge with, or pick up, your most noteworthy adversary.Shared learning. Watch the resistance intentionally. The learning and resources they have may be both favored and unmistakable over yours. Viably pick up from how they direct and build up their undertaking. A little while later, you will discover ways to deal with apply those lessons made sense of how to your business.Narrowing down a claim to fame. Some person will reliably be better than you at something – and that is okay. Customers justify the best things and organizations to fulfill their individual needs. To make a gainful business, focus your undertakings on making a smaller part of the general market astoundingly cheery. By narrowing your claim to fame, you develop a forceful edge that averts advance contention.Masterminding whole deal. Without contenders, most firms lose all ability to read a compass in the ordinary exercise of keeping up their busines s. As various associations join the market, you should start testing yourself to accomplish more.Sorting out customer needs. Instead of focusing your imperativeness on surpassing the restriction, place assets into moving toward a customer driven affiliation. Thusly, you will help buyer reliability and easily shield against powerful suppliers or dealers objective on taking your clients. By the day's end, it is your customers – not your opponent – who can speak to the choosing minute your business.

Dolphins Research Paper Example | Topics and Well Written Essays - 500 words

Dolphins - Research Paper Example Generally, male dolphins are bigger than the females. Dolphins live worldwide in almost all major seas (mostly shallow seas of the continental shelves) and oceans, and some large river systems. Nevertheless, their circulation is not random – each species of dolphin has become specialized to thrive in a specific  niche, and each species of dolphin has a special role in the niche (Earthtrust.org, 1-4, & Defenders.org, 1). All dolphins are  carnivores and while some feed exclusively on cephalopods  or  fish, the diet of others is more varied and it includes lobsters, fish, crabs, squid, and shrimps.  Even though dolphins are said to possess pretty good eyesight, their murky/dark environment usually reduce their visibility. They therefore largely rely on their hearing sense to comprehend the world around them and to look for prey (Earthtrust.org, 12). They have a large brain (almost the humans’ size) that possesses a remarkable capability of learning and mimicking behaviors (Earthtrust.org, 9). Defenders.org records the fact that dolphins famous for their dexterity and mischievous character, which makes them wildlife watchers to love them. They can be seen leaping out of water, spy-hop/rise out of the water vertically to see their surroundings and trail ships, mostly synchronize their progress with each other. Dolphins are believed to preserve energy through bow-riding (swimming beside ships). Naturally, dolphins are very social animals and they mostly rely on social interaction during reproduction, defense and while hunting. They hunt for prey using echolocation and by surrounding a school of fish, swimming through the school and catching their prey in turns. They have a tendency of forming long-lasting groups, which vary in size from a small number of animals (2-40) known as  pods, to bigger groups called   herds or   schools  comprising of hundreds of dolphins. These groups may comprise several

State of the current economy (Economics) Essay Example | Topics and Well Written Essays - 750 words

State of the current economy (Economics) - Essay Example rici declares "we are in a depression (Shinkle, p1)."   He signifies a recession as an economic decline from which an economy can eventually recover but poses that the state the American economy is in today is much worse and can’t be resolved with a quick fix. "My feeling is that . . . if (the president) doesnt fix whats structurally broken, what caused this, well be back into this after the federal stimulus has had its effect," says Morici (Shinkle, p1).   Many different aspects of the American economy have come under fire as the cause of this financial crisis, most infamous of these methods to date are credit default swap contracts and short selling. The very first credit default swap contract was constructed in 1997 by JP Morgan and it is given credit for what initiated the market to balloon up to a $45 trillion value in 2007 (Pinsent, p1). In a CDS contract, credit risk from emerging market bonds, mortgage-backed securities, municipal bonds or corporate debt is transferred between two parties.   It is a bilateral contract in that both parties are obligated to carryout their end of the contract.   CDS contracts were designed because as Stephan Teak puts it in his article Did Credit Default Swaps Cause the Financial Market Meltdown?, lenders were encountered with a problem they needed solved.   He best describes the factors leading up to this revelation by lenders when he says, â€Å"When a lender provides financing in the form of a loan, it has to keep a certain amount of cash, called capital, on hand to cover any problems with the loans such as defaults. For larger financial institutions like JP Morgan, this meant havin g huge amounts of money tied up and doing nothing. The credit default swap was designed to deal with this problem (Teak, p1).†Ã‚   The basic goal of the credit default swap is to free up the unused ‘safety-net capital by selling off the risk of the loan to a third party for a premium.   Once the capital was freed-up it would be available for

Joint attention in autism Essay Example | Topics and Well Written Essays - 3750 words

Joint attention in autism - Essay Example The expression ‘’far-away’’, with which the child is characterized, describes perfectly the lack of social interaction that people have with autism. This is one of the reasons why children with autism may be referred to as ‘aloof’ or ‘withdrawn’ as they appear disinterested in the world around them (Wall, 2004, 5). Other behavioural aspects that show the existence of autism are avoidance of eye contact, lack of desire to interact or play with other children or adults, lack of desire to establish relationships and friendships, inability to interpret people’s feelings and emotions, lack of verbal and non-verbal social communication as well as some restricted repertoire activities. One of the factors that prove to be problematic while handling social behaviour of children with autism is ‘joint attention’. It can be described as the process by which one alerts another about any observation via nonverbal means such a s gazing or pointing (Wikipedia). Impairment in joint attention is common in every person with autism and thus it is considered as a fundamental area that needs to be studied in depth. Joint attention in typical development In the early years of their lives, infants of typical development are capable only of involuntary signals; a thing that is similar to what other animals do that have limited social behaviour themselves. From an evolutionary point of view, behaviour exists for communication purposes as the older, more mature and cognitively developed people are able to interpret them correctly and therefore understand the children’s needs. But unlike other animals, human infants’ communication skills improve very quickly. They tend to develop new cognitive capacities that enable them to extract socially relevant information from the voices, faces and gestures of other people (Slater, Lewis, 2002, 264). After the first year of their lives, the infants develop rapidly in a cognitive level while leaving behind the limited capacities he used to have. He gets one step closer to a fully developed human being who is able to understand the intentions of others through their behaviour. During this period, the infants quickly learn the procedure of understanding other people’s mind through specific procedures. First they look into their mother’s eyes with delight and follow the direction of her gaze for information. Then, it has been observed that the children smile in response to their mother’s voice in order to get her attention. Finally, the infants babble syllables; using words symbolically to get people’s attention and influence their behaviour. Not after the first year will the ability of understanding other’s thoughts develop in the child. The mind reading ability, which distinguishes humans from other animals, develops gradually over the first year. This ability is spotted first within the non-verbal communicati on (gaze, gesture- in other words joint attention) of the children and then, it is manifested more clearly in the child’s ability to speak and understand language. Joint attention in autism Recent studies have shown that children with autism cannot initiate joint attention skills; a thing that is called ‘joint attention deficit’. It is described as ‘a lack of spontaneous seeking to share enjoyment, interests or achievements with other people’ (American Psychiatric Association, 1995, p.72). Specifically, there are two different functions that joint attention behaviours seem to serve;

Kinship among South Indian Communities Literature review

Kinship among South Indian Communities - Literature review Example Kinship among South Indian communities has been indispensable and the main form of social organization (caste system). The caste system was a closed hereditary group to which a person belonged strictly by birth. At one point, there were relationships based on endogamous marriage between two people from the same caste. Kinship is also concerned about the productive anxiety of relations of distinction and sameness, the main aspects being the ties that separate or bind. In a fishing village, ‘the Marianad’ what matters is the relations between siblings. The children of the same father and mother, siblings are similar apart from their gender. The strongest differentiation is made between siblings of different gender, a difference that has a great effect in the following generation (Busby 2000; 1995). Therefore, among the â€Å"Marianads† sisters are viewed to be identical in a manner that brother and sister cannot be. Sisters in this tribe, live closely, they are spot ted with each other baby either carrying or feeding it. Contrary, brothers are different in that they move to their wife’s houses in distinct villages, although they view their brother’s children as their own, and they often refer to them as their daughters or sons. The word Dravidian refers to a family dialect mainly spoken in South India. The Dravidian family is different in both origin and structure from the Anglo-Aryan family located in North India. People from South India classify kin based on the difference in sex, the difference in age, the difference in generation, and difference of kin identical with union relationship. This system exemplifies a sociological theory of marriage, and it justifies the issue of someone marrying a cross-cousin (Clark-Deces 2011; Bourdieu 1997). The Marianad people do not have the separate terminologies for the younger and elder sibling, uncles, and aunts. They also do not differentiate between kin identified to ego’s parents via same-sex association (parallel kin) and kin identified to ego’s parents via opposite se-associations. Writers such as Dumont try to suggest the differentiation between the cross and parallel kin in comprehending marriage choices and decisions in South India (Dumont 2006). The children of parents’ same or similar sex siblings (the fathers-in-law and mothers-in-law) are absorbed to the position of elder or young siblings, with whom sexual intimacy, marriage and sexual activities are prohibited. On the other hand, the children of parents’ cross-sex siblings (fathers-in-law and mothers-in-law) are absorbed to the position of spouses or wives with whom marriage is accepted or permitted in that in some castes in south India, it is preferred and prescribed. It is significant to note that these terms recommend separation between relatives (in-laws) and kin, which is not the same as our cultural differentiation between relatives by marriage and blood relatives.

Climate Change and Conceptions Research Paper Example | Topics and Well Written Essays - 2000 words

Climate Change and Conceptions - Research Paper Example Life influences climate via its function in the water and carbon cycles as well as such mechanisms, for instance, evapotranspiration, albedo, weathering and cloud formation. Instances of just how life might have altered past climate comprise glaciations 2.3 eons ago caused by the oxygenic photosynthesis evolution. Glaciation 300m centuries ago piloted by lasting burial of putridness-resistant debris of vascular terrestrial plants, thereby, forming coal. Others include the extinction of the thermal maximum Paleocene-Eocene 55m years ago through flourishing sea phytoplankton. The global warming reversal 49m eons ago by eight hundred thousand eons of frozen azolla blooms, as well as global cooling of over the preceding 40m years steered by the enlargement of grass-grazer biotas (Edwards & Miller 82). Sunlight variants in the orbit of the earth steer to changes into the seasonal dispersal of sunlight getting to the World's surface, and in what way it is dispersed throughout the world. There is a precise little alteration to the region-averaged once a year averaged sunlight; nevertheless, there may be resilient changes within the seasonal and geographical distribution. The 3 forms of orbital variants are variants in Globe's eccentricity, alterations within the slant angle of World's axis of revolution, as well as the procession of World's axis. Join together, these yield Milankovitch cycles that have a huge impact on climate, in addition, are noted for their connection to interglacial and glacial periods.

Competent Leadership in Human Resources Essay Example | Topics and Well Written Essays - 2750 words

Competent Leadership in Human Resources - Essay Example It is the capability of efficient leaders to put efforts to get a factual outcome, setting objectives harmoniously in order to accomplish a mission and setting priorities right as well as maintaining principles, which cannot be compromised in the endeavors to achieve a certain goal. Prudent leaders view their position as a responsibility to achieve the desired goal. This essay is a critical evaluation of competent leadership in human services. The strengths that are needed in order for leaders to be competent in this field have been discussed. Some weaknesses that may hamper effective leadership have been highlighted. Â  There are several factors that a leader should put in to practice in order to improve his strength. The ability to balance various interests, adaptability and the ability to innovate are some of the strengths that enhance competence in offering effective human services. Being trustworthy is a very important attribute of leadership. This is because others depend on the leader in order to be triumphant in their endeavors. Without trust, people cannot believe in leadership and therefore do not follow the wishes of their leader. Kelly et al (2006, p. 182-183) further argue that acquisition by leaders of essential data concerning a range of backgrounds enables leaders to design the best organizational plan. This would serve to enhance planning to offer human services especially in situations that need a balanced allocation of resources.

Film The poursuite of happiness Movie Review Example | Topics and Well Written Essays - 500 words

Film The poursuite of happiness - Movie Review Example The turning point happens when Gardner joined a training program at a prestigious stock-broking firm, Dean Witter. Despite having neither Wall Street experience nor a college degree, Gardner defied all odds of being homeless and became a success stockbroker and ultimately, a millionaire. This review will explore the rags-to-riches journey and examine the film's true pursuit of happiness in the context of the significance and meaning of happiness from the perspective of a child and an adult, in addition to dissecting the writer and director's vision in presenting the obstacles Gardner faced and allowing the audience to find their own interpretation of happiness. The United States Declaration of Independence pronounce "all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty, and the pursuit of Happiness." (The Declaration of Independence 2008) When Thomas Jefferson wrote this, it meant a basic right and a goal of life and this film's objective was to capture the essence of these two notions. Even though the ultimate setting for happiness starts off as the pursuit of money as the solution to his problems, the fact that Gardner accepted an unpaid six months internship with a one in twenty odd of getting the final job offer dispels this view.

Annotated Outline and Bibliography Assignment Example | Topics and Well Written Essays - 500 words

Annotated Outline and Bibliography - Assignment Example Criminal psychopaths engages in severe antisocial behavior, such as serial murder, animal cruelty, or sexual crimes while non-criminal have their manifestation of their pathology limited to non-criminal acts such as cheating or lying. On the other hand, antisocial personality disorder is a form of chronic mental condition in which an individual’s ways of thinking, perceiving situations and interaction with others are dysfunctional and destructive (Andrews & Bonta,2010). Victims of this condition shows no regard for right and wrong and often disregard the rights, wishes and feelings of others while general criminal involves deliberate contravention of the state law. Ted Bundy qualifies to be identified as a psychopathic serial predator due to his deceitful and well organized tactics of luring, killing and evading the law. It is important to note that criminal psychopathy is reflected in behavior such as substance abuse, sex addiction, drug addiction, addiction to gambling among other related compulsive behaviors. On the other hand, on-criminal psychopaths exhibit mild compulsive behavior such as internet addiction, procrastination, television watching (Dekle,2011). In regard to these concepts, the case of Bundy can be classified as criminal psychopathy due to his addiction to sex related crimes. In connection with the case of Bundy, Criminal profiling can be seen as an act of developing a psychological profile of an offender based on the state of the crime scene. This is always carried out by the forensic psychologist. This differs with other forensic evaluation procedures in that it crime scene helps to label the perpetrator as organized, disorganized, or mixed and the investigator uses this to study the behavior of the culprit for possible prosecution. The meticulous plan of Bundy in his many cases of crimes could only be managed by this method of

Analysis of the Odyssey book 11 Essay Example for Free

Analysis of the Odyssey book 11 Essay 1) Odysseus travels to the Underworld and makes the offerings according to Circes instructions and takes even more instructions from Teiresias on how to get home to Ithaca. 2) Many many of the dead wish to talk to Odysseus (especially his mother), and he needs to draw his sword to keep them away. 3) Odysseus becomes frightened and goes back to his ship immediately, and sails on to Ithaca. Two quotes: 1) â€Å"But you, Achilles,there’s not a man in the world more blest than you—there never has been, never will be one. Time was, when you were alive, we Argives honored you as a god, and now down here, I see,you lord it over the dead in all your power.So grieve no more at dying, great Achilles.† I reassured the ghost, but he broke out, protesting,â€Å"No winning words about death to me, shining Odysseus! By god, I’d rather slave on earth for another man—some dirt-poor tenant farmer who scrapes to keep alive—than rule down here over all the breathless dead.† I chose this quote because it shows a conversation in which each man thinks about life on the other side. They both seem to find that the other world is better than the one in which they inhabit. 2) Here Perimedes and Eurylochus held the victims, while I drew my sword and dug the trench a cubit each way. I made a drink-offering to all the dead, first with honey and milk, then with wine, and thirdly with water, and I sprinkled white barley meal over the whole, praying earnestly to the poor feckless ghosts, and promising them that when I got back to Ithaca I would sacrifice a barren heifer for them, the best I had, and would load the pyre with good things.† This quote shows both how precise Odysseus conducts this procedure and also how much he wishes this opportunity to work out. I can see how much he wants to be able to talk to Teiresias so he makes sure to do this offering entirely correct. Genuine Question: Why does Odysseus feel so frightened when he is at the Underworld? Odysseus could be frightened for many reasons. He could be afraid of being mobbed by the group that surround him in the Underworld. Odysseus could also be scared of any other things spoiling his chances of getting home to Ithaca.

Strategies for Customer Satisfaction and Loyalty

Strategies for Customer Satisfaction and Loyalty Abstract This research aims at to provide the strategies which can be employed by company in order to establish customer satisfaction and customer loyalty by looking at the case of Thai square which is the famous Thai restaurant in London regarding to its reputation. Since customer relationship management is gaining more important to businesses. Many companies try to solve their problem by applying customer relationship management such as the motivation of staff , staff training , method of increasing customer satisfaction, how to gain customer loyalty. These factors can lead to building customer loyalty in the future. In the part of literature review will emphasize on the basis theories which are relevant to the customer relationship management. This research contains the motivation theory , staff training , customer satisfaction and customer loyalty. By achieving this research purpose , this research employs secondary and primary data. The primary data was acquired by a questionnaire survey which is the methodology of this research. Regarding to the questionnaire for staffs , there are 20 respondents who participated in this research as well as there are 100 respondents who walk into and eat at Thai square restaurant who responded to the questionnaire for customers. The sample size of this research is Thai square restaurant (Minories). To conduct this research researcher used both primary and secondary data achieved by self à ¢Ã¢â€š ¬Ã¢â‚¬Å" administered questionnaire. By analysing primary data from the questionnaire , the SPSS and Microsoft Office excel was used to achieve it. The statistical method was applied to analyse the result of this research. The results illustrate what factors could gain customer satisfaction , how successful the staff performance after being trained , how well staff can achieve companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ objectives. This research also provides recommendations for company and the further research so that company can improve the customer relationship management as well as can gain more customer loyalty in the future. Chapter 1 Introduction 1.1 Overview Nowadays, the consumer behaviour has been changed from the product centred stage to the customer cantered stage . Moreover, the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s behaviour has been changing. Mudie Pirrie (2006 p.7 ). When they purchase product , they expect not only good product , quality and design but they also expect on service. Therefore, the service has been the significant reason in decision à ¢Ã¢â€š ¬Ã¢â‚¬Å" making process. Since many business have been trying to improve and develop their strategy in order to meet the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s need rather than the products. All organisationà ¢Ã¢â€š ¬Ã¢â€ž ¢s achievement has to give an important to the customers. Companies need to recognize all details of their customers such as the details about what customer need , who they are , what they buy, when and where they buy , how often and how much they spend. Moreover, companies have to evaluate approximately the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ behaviour in order to predict what customers will do in the future. In addition, companies should establish the database of their customer and profile so that they can keep contact and advertise new promotion. These has been the knowledge of company which have been assumed as the asset of company. The managing customer relationships strategies is the essential process. By emphasizing on customer relationship management , companies may increase their abilities in knowing what customers need. Moreover, customer relationship management can help companies to target potential customers and to cut unnecessary cost and gain higher return on investment. As the staff motivation and training is a part of the Human Resource Management. There is a connection between customer relationship management and Human Resource Management because customer relationship management relies on staffà ¢Ã¢â€š ¬Ã¢â€ž ¢s effectiveness and moral. Customer relationship management focuses on customers. To satisfy them , companies need to develop their staffà ¢Ã¢â€š ¬Ã¢â€ž ¢ effectiveness and moral using motivation and training method. By doing so , companies may gain customer satisfaction and customer loyalty which are companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ objectives. Customer relationships management strategy has generally been companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s strategy in managing customer relationship so that companies can retain their customers and increase customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ satisfaction and loyalty (Blazey 2006 p.136)(Kumar 2006 p. 156-157) Companies are focusing on customer retention , customer loyalty and customer satisfaction as a key management objectives. The one objective of customer relationship management is the advertising of customer loyalty .(Peppers Rogers 2004 p.12). The greatest benefit of customer service is customer loyalty (Tschohl Franzmeier 1996 p.20).Loyal customers are forcing organization changes.(Montano 2005 p.332)and can improve employee morale and productivity because customers respond positively to company. (Tschohl and Franzmeier 1996 p.20). The motivation for loyal customer based on better products, better service and better market value.(Montano 2005 p.332) . The manager is more likely to achieve improved levels of motivation(Nieto 2006 p.108) Companies have to motivate staff to participate in training process for improving staff performance so that they can achieve customer relationships management strategy. Organization tend to concentrate on performance management and rewards to elicit employee cooperation ,supporting the value management and employee relations in workforce. (Nieto 2006 p.108) 1.2 Aims and Objectives The objective of this research is to provide the strategies which can be employed by company in order to establish customer satisfaction and customer loyalty and to improve employeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s performance to achieve objective in the future. The objectives are that : 1. To evaluate the customer satisfaction which may lead to customer loyalty 2. To explain the relationship between motivation of staff and staff training as well as their effectiveness to improve customer service in order to satisfy customer 3. To establish the appropriate strategies for restaurants in terms of customer relationship management. 4. To give an advice for restaurant , staffs on how to improve their potential in providing so as to satisfy customer. 1.3 Organization background The Thai Square Restaurant Group was founded in 1996 when the first Thai Square opened in The Strand in central London. Thai square restaurant aims to maintain the leader status in the London market and sustainable growth of Thai restaurant market. The currently competition is intensive and the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s behaviour have been changing very rapidly. Many competitors can soon gain the competitive advantage and also gain more market share eventually. The company creates challenges with authentic Thai food, fresh ingredients , excellent service as well as restaurantà ¢Ã¢â€š ¬Ã¢â€ž ¢s design and decoration to be unique and different from the competitors. To address these challenges, the company need to provide a great service in order to gain customer satisfaction and loyalty. Thai square has planned to add value to the customers by capturing customer feedback received by telephone, e-mail, and establishing a knowledge base of problems and solutions. (Interview with resta urant manager of Thai square (Minories) According to the restaurant review, the customers choose Thai square restaurant because its decoration , quality of food and service however the price of food and drink in Thai square restaurant when compare to the competitors is quite high especially todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s economics is critic and the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ behaviour have been changing. They may choose to spent on food and drink which is not too expensive and value for money. Therefore, they will choose somewhere else which is cheaper even if it is not good as Thai square. The increasing competitors and changing consumer behaviour are forcing company to apply the managing customer relationships strategies such as customer loyalty , customer loyalty and customer service so as to meet customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ need. Thai square uses the concept of managing customer relationships strategies to be the optimal solution for this case. (Interview with manager of Thai square (Minories)) In the case of Thai square restaurant, the company grew at a lower rate than last year (2008). Net profit declined by 23% from last year due to economic crisis. In addition, it is affected from changing consumer behaviour.The company applied the idea of customer relationship strategies to meet the customer satisfaction and consequently increase customer loyalty. 1.4 Research Structure The structure of research consists of 6 chapters is as follows; Chapter 1: Introduction This chapter contains aims and objectives of research , organization background which is a case study of this research as well as the structure of this research. Chapter 2: Literature review This chapter focus on all theory and strategies that relate to this research such as motivation theory , staff training , customer service , customer satisfaction and customer loyalty. Chapter 3: Methodology This chapter describe what methodology can be employed in research and what methodology which is applied by this research. This chapter also contains the objectives and goal of this research, research design , sampling method , data collection and data analysis technique as well as the validity of this research. Chapter 4: Data analysis This stage is using Microsoft office excel (Excel) and SPSS program to analyses questionnaireà ¢Ã¢â€š ¬Ã¢â€ž ¢s data. As well as this process will be evaluated data into percentage and mean score in order to show result by bar chart and pie chart in next step. Bar chart and pie chart will help to easily understand the research topic in each questionnaire Chapter 5: Conclusion This chapter provide the conclusion of the questionnaire result is provided to answer the research aims and objectives. Chapter 6 : Recommendations This chapter provide some recommendations for company and its employee as well as further research. Chapter 2 Literature Review As a result of competitive business situation , many businesses need to pay attention to the new method in retaining and creating new customers. Customer loyalty lead to profitability. Companies should develop positive relationship with customers by increasing customer satisfaction. Since customer satisfaction has been an important to establish long à ¢Ã¢â€š ¬Ã¢â‚¬Å" term relationships which may result in customer loyalty and long à ¢Ã¢â€š ¬Ã¢â‚¬Å" run businesses. It is widely known that the cost of retaining an existing customer is much cheaper than attaining a new customer. In addition, increasing a customer loyalty may be achieved by the level of service which is delivered by company. Companies need to develop the quality of service by increasing responsiveness , fulfilling customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s needs as well as providing consistent service. In many business industries, customer satisfaction has been used as the guiding principle for developing customer relationship management strategies as well as organizing business activities. 2.1 Theories of Motivation 2.1.1 Introduction The motivation in work is à ¢Ã¢â€š ¬Ã…“The processes by which people are enabled to and induced to choose to behave in particular ways (Stevens 2005 p.90). As a result, The motivation could be maintained and improved if it was related with a seek for the methods by the job performance and productivity of members 2.1.2 Need Based Theories The previous idea of human motivation was based on the concept of self-satisfaction which human tries to meet with the happiness and relieve and tries to avoid sadness and distress. However ,this statement, whilst being apparently rational, cannot clarify many ways of human behavior. For example, why do the volunteer charity workers offer their time and attempt for nothing? Why do amateur athletes exert such high levels of effort, whereas a hedonist would prefer to relax? Researchers started to understand that human has other needs and desires which cannot be given an explanation under such a restricted observation of human behavior as hedonism. Therefore, there is the basic principle of needs theories which human motivation is resulted from the absence of an important needs.(Argenti 2002 p.89) Figure 2.1: The Motivation Framework Source: Griffin, R.W. (2003), Fundamentals of Management- Core Concepts and Applications (3rd edn), Houghton Mifflin Company, Boston 2.1.3 Maslows Hierarchy of Needs Yeatts and Hyten (1998 p.62) regarded motivation as a continually changing desire to fulfill changing needs. Maslow supposed that human needs arose in a hierarchy of importance, that was called à ¢Ã¢â€š ¬Ã‹Å"prepotencyà ¢Ã¢â€š ¬Ã¢â€ž ¢. Only the motivators will play a role on the next stage of needs in the hierarchy. Therefore, the act as motivators would be ended when the stage of needs has been fulfilled and the person will pay directly the attention to the next stage of needs in the hierarchy. Maslowà ¢Ã¢â€š ¬Ã¢â€ž ¢s hierarchy of needs is shown in Figure Physiological needs (Food, water, shelter) Safety needs (security, protection) Social needs (sense of belonging, Love) Esteem needs (status, self-esteem) Actualisation Needs (Self-development) Self- Figure 2.2: Maslowà ¢Ã¢â€š ¬Ã¢â€ž ¢s Hierarchy of Needs 2.1.4 Motivation-Hygiene Theory The research observed the link between job satisfaction and productivity with 200 engineers and accountants. The research outcome was the motivation hygiene theory of Herzberg, which proposes that certain factors (intrinsic factors)can result in job satisfaction, while others (hygiene factors) can prevent from dissatisfaction but cannot stimulate satisfaction. Herzberg at el (1959 p.102). Intrinsic factors are factors which are inherent to the job, for instance , the satisfaction of the job itself as well as the recognition and development for success , the availability of chances for the responsibility. On the other hand , hygiene factors are relevant to the environment in which the job performance is achieved. The hygiene factors consist of working conditions , supervision and interpersonal relations , salary as well as the policy and administration of organization. Besides, the importance prerequisite factor , which is needed to influence humanà ¢Ã¢â€š ¬Ã¢â€ž ¢s motivation, is regarded as the hygiene factors. The motivation factor would be able to proceed on the staff and establish job satisfaction and productivity if there were à ¢Ã¢â€š ¬Ã‹Å"goodà ¢Ã¢â€š ¬Ã¢â€ž ¢ hygiene factors which lead the staff to be in a form of à ¢Ã¢â€š ¬Ã‹Å"no dissatisfactionà ¢Ã¢â€š ¬Ã¢â€ž ¢. Consequently, to encourage staffs towards higher productivity, à ¢Ã¢â€š ¬Ã…“while it is important to ensure that the hygiene factors are correct, the manager must manipulate the motivation by attending to job-content issues (e.g. job-enrichment)à ¢Ã¢â€š ¬? (Carson at el 1997 p.136). Job- enrichment entails redesigning jobs to make them more interesting and challenging by allowing provisions to be made for increased responsibility, creativity and autonomy. The Herzbergà ¢Ã¢â€š ¬Ã¢â€ž ¢ research has been criticized because of the research itself and the biased collection of sample (see Holloway 1991). Holloway (1991 p.1) stated that the clerical and production workers à ¢Ã¢â€š ¬Ã‹Å"did not produce the accounts he was seeking, he didnà ¢Ã¢â€š ¬Ã¢â€ž ¢t sample themà ¢Ã¢â€š ¬Ã¢â€ž ¢. Goldthorpe et al (1968 p.11) suggests that other types of employee (such as assembly-line workers) may indeed view work in the way expressed by scientific management and be primarily motivated by financial incentives. A case of workers being primarily motivated by what Herzberg regards as a hygiene factor. The important point to be made from the criticism of Herzberg and from the work of Goldthorpe et al. is that no one theory, be it human relations or scientific management, is likely to apply universally. Different socio-economic groups appear to attach different meanings or have different orientations towards and work (Parker 1972 p.200). While different group s of people may have different attitudes towards work, they are also likely to react differently towards management policies. A model of worker motivation should therefore be able to differentiate between different types of worker and treat the wants, expectations and attitudes towards work as à ¢Ã¢â€š ¬Ã‹Å"culturally determined variables, not psychological constantsà ¢Ã¢â€š ¬Ã¢â€ž ¢ (Goldthorpe 1968 p.178). As a result of the differences of each staff , company should apply a motivation policy so as to encourage an individual behavior and characteristic of its staff. To motivate people with different need and different characteristics is difficult but it would be rewarding and challenging. It can be said that hope is the magic component of motivation. The motivation factors help staffs to do a better job and to increase productivity(Steinberg 1976 p.123) ( Kamin 2002 p.87). The theorists propose that there are four strongest motivation factors which are the achievement : feeing personnel accomplishment for having done a job well , the recognition : being recognized for doing your job well ; for example , being complimented by your boss and receiving an award , the participation : being involved in your work ; having some responsibility for making decisions and the growth : having the opportunity for challenge in the job, such as the chance to learn skills and knowledge. (Kamin 2002 p.87). Manager not only should translate attitude and knowledge into action but also recognize that people have diverse motivations for asking to join a team (Nieto 2006 p.56).Therefore , manager should to be understand in how theories and models can be translated into useful practices (Currie and Procter 2003 p.14) in next step on training and practica l skill Motivation Factors Achievement The work itself Recognition Responsibility Growth Advancement Satisfaction No Satisfaction Hygiene Factors Supervision Company policy Relationship with supervisor Working conditions Salary Relationship with peers Status Security Dissatisfaction No dissatisfaction Figure 2.3: Motivation-Hygiene theory 2.2 Training 2.2.1 Definition of training Training has been defined as the planned activities on the part of an organization to increase job knowledge ,skills or to modify the attitudes and social behavior of the members in ways consistent with the goals of the organization and the requirements of the job (Robin 2003 p.1219)(Anderson and Neil 2001 p.280) Development has been defined as any attempt to improve managerial effectiveness through a planned and deliberate learning process . Methods of training needs / analysis needs. (Wilson 2005 p.149) Job analysis. Job description. Interview with the job holder. Interview with the manager / supervisor. Performance objective. Analysis of competencies. Reasons for training Poor performance and /or productivity. A change in working methods. Introduction of a new technology or equipment requiring new /different skills. Changed or new product range ,after sales etc; Replacement of employees who have been promoted or transferred, and training the employees who are all promoted and replaced. To improve workplace safety.(Ferris, et al 1995 p.154) 2.2.2 Training Methods 2.2.2.1 Attitude training An attitude training is an individualà ¢Ã¢â€š ¬Ã¢â€ž ¢s characteristic way of doing or responding to a object or a situation. It is based on the experience and leads to certain behavior or the expression of certain opinions. 2.2.2.2 Methods of attitude training On the job experience placing the trainee within a group whose attitudes are thought to be appropriate .This socialization process tends to produce the desired attitude in the trainee. On the job training :This may involve à ¢Ã¢â€š ¬Ã…“Shadowingà ¢Ã¢â€š ¬? or being attached to a senior employee who has the desired attitudes and personal qualities to influence the employee .(Bohlander 2001 p.235) On the job counseling à ¢Ã¢â€š ¬Ã‹Å"s senior member of the organization with the desired qualities and attitudes is appointed as the mentor to the employee. Off the job training :A group of employees engage on case study activity intended to emphasize relevant and desirable attitudes. Off the job exercises : Role-playing exercises. 2.3 Customer service The small companies should emphasize on creating positive relationships with their customers. Customers with positive dealings with companies are likely to be loyal. There are three fundamental idea which lead to the focus on delivering an outstanding customer service. Firstly, the high level of customer service increases customer satisfaction. Secondly, customer satisfaction leads to customer loyalty. Thirdly, small companies have a possibility in delivering greater customer service than large companies. From those three fundamental idea , it can be concluded that by not concentrating on customer service may endanger the achievement of customer satisfaction and customer loyalty. (Longenecker 2005 p.289) In general , good customer service is to meet customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ expectations by giving the importance and value to them. Their experience in companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ service will decide that not only they want to continue doing the business with companies but also what will they give a word of mouth about companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ service. The good customer service is decided by customers who is given the service. As each customer has different needs and expectations. Therefore, companies need to designed service for individual customers. 2.3.1 Why customer service is important There are a research shows that when employees have a poor view of customer service , this will result in high turnover in companies. Therefore, to increase the quality of service could lead to increase employee retention and customer loyalty. Some people would like to do good work. They may lack skills and so they appear unmotivated, or they may be job-hopping because they have not found work environment that support their talents. By giving the support and training as well as service environment which focus on customer staffs could have tools they need to give customers what they want and deserve. (Kamin 2006 p.1) In addition ,training is important part to improve quality. Good staffs understand that training is crucial for being successful on the job and for future career opportunity. 2.3.2. The value of good service Service is important to customers as well as it is important for business development. The aim of companies by creating more value for customers is to retain customer to their companies. Everyone in companies should help to build value as well as their jobs aim at serving customers. When everyone understand their role in serving customers, there will be the results which are creating goodwill and increasing companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ reputation , decreasing in the case of poor quality , improving the chances of cross à ¢Ã¢â€š ¬Ã¢â‚¬Å"selling and up à ¢Ã¢â€š ¬Ã¢â‚¬Å" selling , gaining in the number of customer retention , reducing employee turnover , making more profit , establishing the goal and performance measure , having competitive advantages and being differences from competitors.(Zemke and Wood 1999 p.12) 2.3.3 How to provide good customer service Most customers have common expectations. They need companies to deliver an outstanding service , solve and realize their problems as well as make an apology if anything went wrong. To determine customer satisfaction companies need to meet their customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s needs. Moreover, there are some methods which could help to build customer satisfaction. Firstly , companies should give the attention to customers all the time. Secondly, companies have to listen to customers in the way of understanding what they really need.( Aguilar and Stokes 1995 p.3-7) 2.4. Customer Loyalty As the purpose of increasing profit by continually satisfying customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s need becomes more prevalent, the significance of meeting customers satisfaction and increasing their loyalty becomes more important in the competitive business (Disney 1999 p.491). As a result, business owner who want to be successful in the long term should encourage customers visits and make more sales. Good business owner have known and understood this situation well and devoted much of their consideration to ongoing and increasing sales through a variety of marketing activities. Business owner of subtle products should do the same for supporting competitive advantages( Disney 1999 p.491)(GrÃÆ' ¶nroos 1990 p.3). Moreover , since the need of focusing marketing attempt on maintaining existing customers grow to be the principle of marketers (GrÃÆ' ¶nroos 1990 p.3), the topic of customer loyalty, which aim to increase the regularity of a customers behavior and the possibility of cross-selling, has been received more consideration recently (Buttle and Burton 2002 p.217; Dick and Basu 1994 p.99). In this part, the customer loyalty, the different types of loyalty, characteristic of service and service loyalty and the benefits which companies may gain by increasing customer loyalty, plus the related factors which may affect customer loyalty, will be discussed. 2.4.1 The Origin and Meaning of Customer Loyalty The first approach is that loyalty is a surrogate of retention; in other words, a customer who keep on buying one product or service is a loyal customer. However, the second approach regards customer loyalty as a mental conception with an affective or attitudinal component, which could in fact reflect the essence of retention ( Buttle and Burton 2002 p.217;Ennew and Binks 1996 p.219). Loyalty is unlike repeat buying behavior; loyalty includes an attitudinal component which should firstly come to mind before repurchasing products or services (Buttle and Burton 2002 p.217; Dick and Basu 1994 p.99). Therefore , loyalty is a state of being faithful and honest to a particular product or service, and proving such faithfulness and honesty. On the other hand ,repeating purchase only represents frequent occurrence of the purchasing behavior which persists in a given period of time. The meaning of loyalty and repurchase have common characteristics because of the frequency of use increasing when there is a high level of loyalty (Liddy 2000 p.351). Consequently, frequent customer should not be regarded as loyal customer because frequent customer possibly purchases product or service from several different companies. Moreover, customers purchasing behavior could be changed by different situational factors. Buttle and Burton (2002 p.217) stated a characterization of loyalty from a companys head of customer relationship division: Its about having had experiences of things that you feel are important. Putting it in personal terms, you build loyalty to your friends through personal experiences youve shared. Customer loyalty really is like friendship (p. 218). This argument implied that although many customers may carry on to purchase with particular sellers, they could be unfaithful to the product or service sellers. Hence, by explaining the knowledge of customer loyalty, many attempts has been dedicated to classify the different types of customer loyalty. Moreover, to understand the differences between customer loyalty to goods and services as well as the typologies and the origins of customer loyalty, the benefits that businesses could obtain from increasing customer loyalty have been suggested by many authors. With the knowledge of both the characteristics of service loyalty and the promising benefits received from increasing customer loyalty as well as the importance of retaining existing customers could be obtained. 2.5 Customer Satisfaction Generally , most customers do not criticize about their dissatisfying experiences of product or service. However , they could change to another sellers ( Boshoff 1999 p.236). If the seller cannot offer what customer want, there are many other different sellers which provide similar products or services in the market. To sum up, sellers who want to attract or retain customers have to meet customers needs and satisfaction (Oliver 1998 p.14 ). Customer satisfaction has become increasingly to sellerà ¢Ã¢â€š ¬Ã¢â€ž ¢s attention during the past decades. Nevertheless, customer satisfaction has been one of the most unquestionable theory of the modern management field (Oliver 1996 p.11-12 ). The idea of customers satisfaction have a clear, reasonable concept. Moreover, it is commonly understood that customer satisfaction could lead to customer loyalty as well as result in higher future profit(Oliver 1996 p.11-12). In many business industries, customer satisfaction has been used as the guiding principle for developing CRM strategies as well as organizing business activities. However, customer satisfaction should not be an objective by itself. Customer satisfaction should be employed as a method for developing the companys performance (Martensen et al. 2000 p.544-53). A number of empirical researches have revealed a relation between customer satisfaction, customer loyalty, and the economic performance of a company while customer satisfaction has been evaluated in different ways, for example, stock market value, added market value and return on investment (Anderson et al. 1994 p.53-66 ; Eklof et al. 1999 p.514-22). On the other hand, the topic about the background of customer satisfaction, the relationship between customer satisfaction and customer loyalty as well as customers post-purchase behavior are presently arguable. To understand the idea of satisfaction undoubtedly and realize the benefits of customer satisfaction, relation between customer satisfaction and related matter are the main significance in this study. 2.5.1 Definition of Satisfaction Customer satisfaction has developed into one of the main purposes for business since the 1990s. Johnson and Fornell (1991 p.267-86) termed satisfaction as a general assessment of customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s purchasing and consuming experience. In a few years later, Oliver (1996 p.11-12) provided the recognized definition of satisfaction, which he stated to be linkage with the theoretical and empirical evidence to date: Satisfaction is the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-relate fulfillment, including levels of under or over-fulfillment( p. 13). As a result of the importance of satisfaction, many businesses initiate to assign their job to evaluate how satisfied their customers are and to observe how satisfaction ratings affect customer retention and their profit (Bolton 1998 p.45-65). 2.5.2 Importance of Customer Satisfaction In 1990s, there was a prevalent knowledge that satisfaction ratings has been in fact a process to reach strategic purposes, for example, customer retention which is understood to have an effect on companies profits directly (Jones and Sasser 1995 p.88-101). To concentrate on increasing satisfaction is necessary since satisfied customers have more potential to come back the same shop or repurchase the same product or service (Reichheld 1996). Furthermore, customer satisfaction is regarded as condition for customer retention and loyalty, and apparently it is important to understand economic target such as market share, return on investment and profitability(Hackl and Westlund 2000 p.820-25).

Leadership theories and organizational culture

Leadership theories and organizational culture The topics of leadership and organizational culture have attracted considerable interest from both academics and practitioners. In modern World Leadership is taken as the most influencing factor of an Organization. Leaders are those people who make the organization move through definite path towards the success. As the other topics in the field of Organizational Environment, there are numerous numbers of studies and very relative theories on Leadership. The established study of Leadership includes. Trait Theory Group and Exchange Theory Contingency Theory Path-Goal P1. Leadership Theories and models Trait Theory This theory is all about the traits present in a person. The main objective is to recognize those traits which can produce a good leader. As per the ancient scholars The leaders are born not made. A theory called The Great Person Theory gave the right way to more realistic to the trait approach. This says that these traits are not totally in born but a mixture of nature and nurture means that the factors like Physiology, Society, and Economics have a great impact on the trait of a person which can make him a great leader. Group and Exchange Theory These theories have its root in social psychology. It says the leaders must have followers. And they must have some positive exchange between them i.e. Benefits, Rewards and Costs. A recent study indicates that the leader and followers both affect each other in a great impact. Relevant to the Exchange view an approach are there, Leader-Member Exchange approach is in discussion, these says that Leader treats subordinate differently. In precise the both develop a dynamic relationship which affects the behavior of the both. Contingency Theory This can be treated as the extension of the trait theory which deals with the situational aspect of leadership. Numerous situational variables were identified but no solid theory could be formulated. Fred Feeler test the hypothesis, he had formulated from the previous data findings. He develops a contingency model of leadership effectiveness. This contains the relationship between Leadership style and Favorableness of the situation. There are some dimensions: The Leader Member relationship. The degree of the task structure. The Leaders position and power. Source: www.scribd.com As per this theory the trainers is taught to diagnosis the situation to change it at optimization leadership style which match the situation. Some of the ways are as follows: Spending more informal time with the follower. Discuss task structure with them. Raise the position power Path Goal Theory This theory has been derived from the motivational theory. The path goal theory attempts to explain the impact of the leader behavior has on subordinate motivation, satisfaction and performance. These are of four major types. Directive Leadership Participative Leadership Achievement oriented Leadership Using these for types on the situational factor the leader attempt to influence subordinates perception and motivation. In other word the leader attempts to make the path to the goal for the subordinate as smooth AS possible. But the leader must depend on the situational variables present. We were been discussing the traditional theories there are some other theories which has immerged most recently: Charismatic Transformational Autocratic Transactional Are some important of theories which are in discussion. Charismatic Max Weber the Sociologist described his charismatic authority as resting on the devotion to the exceptional sanctity, heroism or exemplary character of an individual person and of the normative patterns or order revealed or ordaised by him,. Among the webaris tripartite classification of authority charismatic authority is one and has acquired wide usage within the sociologists. This leadership is based on the leaders ability to communicate and act in ways that reach group on a basis, touching way, to inspire and motivate. To identify the characteristic of a charismatic leader is difficult but this level of communicating is so powerful to touch the heart of followers emotionally. To be a charismatic leader its difficult and even impossible for some leaders but its true that charismatic character is not essential for being a effective leader. Hence to rely on charisma may be a problem, in succession. Transformational Theory:- Transformational leadership can be defines as a leadership approach that engenders change in individuals and social systems. It explores valuable and positive change in the group with the target of developing the followers in to leaders. Through a variety of mechanism transformational leadership enhance motivation, morale and productivity of the followers by integrity the followers sense of identity to the objective of the organization. The theory was first implemented by James Mac in 1978 in his descriptive analysis on political leaders and now this theory had been given attention in organizational psychology. Burns described the theory as a process in which the leaders and followers help each other to advance to a higher level of morale and motivation, He tried to described that the differentiation between management and leadership are due to character and behaviors. The theory is not based on give and take policy but target changes that are required within the organizational character. Individualized consideration and intellectual stimulation are the four elements of full range of leadership. INSPIRATIONAL MOTIVATION Autocratic This leadership style is one of power and despotism, same to a dictatorship. In the administration of a country this type of leadership is found mostly. Adolph Hitler is a historical example of the disadvantage cruelty of an autocratic leadership style. An autocratic leader just order his followers and expect that they should obey his orders and dictation, This leadership style is suitable where the leader should take decisions in emergency, But this type of leadership style are breaking down now -a-days due to some rapid or environmental and organizational changes., While promoting fresh directions and is not connected with position, then in this case there is no better style than the autocratic in some time during emergency when the work should be done either by hook or crook and no other options are suitable. Transactional Theory This is a term that is used to inquire the interactions between the leaders and the followers of an organization. The leaders focus on a series of transactions. Here the leaders and followers exchange benefits in consequence of rewards and benefits to reach the company objectives. The transactional leaders believe that people can be only motivated by reward or punishment. The targets are set by the leaders and throws to the followers and when the followers reaches the targets they are rewarded and for failure the followers are seriously punished. The leaders are so cruel that they set the targets but are not sure that the resource is available or not. In this type of leadership the reward and punishments are subject to performance of the follower. Taking in consideration of its limitations still this type of leadership is popular to some managers and mainly toward the management end of the scale. Transformational leadership is a selling style but transactional leadership is of telling style. Hence- The transactional leaders must know how and by what to motivate their followers. To ensure their followers that they properly understands the reward system and the way out of receiving the reward. A consistent exercise of reward and punishment systems must be followed Constructive feedback throughout the systems must be provided Timely insurance of reward and recognition system. Situational Leadership theory This model is developed by Paul Hersey and Kenneth Blanchard that relates four different leadership styles to the subordinates confidence and the ability to achieve their targets. Now a days most of the leadership programs suits for developing leadership styles within the followers with their strength and weaknesses. But the situational theory is not dictated by the leadership style of managers. Rather its idea is to be successful in the existing environment with the style that is suitable to achieve the objectives. The successful managers are manager who make use of multiple leadership styles to cope up with the dynamic environment according to the desire of the organization. According to this theory the manager must decide which leadership is suitable for achieving the targets after the setting of goal. Style should change when it is required to lead the follower for goal achievements. P2. Impact of leadership Styles with in the Organization Importance of the Leadership-Performance Relationship During the past four decades, the impact of leadership styles on organizational performance has been a topic of interest among academics and practitioners working in the area of leadership. The style of leadership adopted is considered by some researchers to be particularly important in achieving organizational goals, and in evoking performance among subordinates Despite the widespread recognition of the significance and value of leadership, when studying the leadership literature, it is remarkable that the concept of leadership lacks consistency and agreement. Most of the leadership literature confuses the definition of effective leadership by failing to make clear distinctions in some definitions, such as between leaders and non-leaders, effective and ineffective leaders, as well as overlooking the definition of the levels of leadership Further, there has been limited research that has specifically addressed the relationship between leadership behavior and organizational performanc e. Despite these oversights, it is widely believed that leadership creates the vital link between organizational effectiveness and peoples performance at an organizational level Substantial numbers of management scholars have debated the effectiveness of leadership styles and behaviors In addition, much prior research has examined the assumed leadership-performance relationship, but it has examined a restricted number of leadership paradigms. This implies that different leadership paradigms could affect performance differently, depending on the context. Thus, when researching the leadership-performance relationship, the context needs to be taken into account and more paradigms need to be considered. Moreover, there are methodological problems with most existing studies. The majority of field studies have been cross-sectional in design, and the common-method bias often has been a problem when performance has been Measured. Link between Leadership and Organizational Performance Several reasons indicate that there should be a relationship between leadership and performance. The first reason relates to practice. Todays intensive, dynamic markets feature innovation-based competition, Price/performance rivalry, decreasing returns, and the creative destruction of existing competencies. Scholars and practitioners suggest that effective leadership behaviors can facilitate the improvement of performance when organizations face these new challenges Understanding the effects of leadership on performance is also important because leadership is viewed by some researchers as one of the key driving forces for improving a firms performance. Effective leadership is seen as a potent source of management development and sustained competitive advantage for organizational performance improvement. For example, transactional leadership helps organizations achieve their current objectives more efficiently by linking job performance to valued rewards and by ensuring employees have the resources needed to get the job done . Visionary Leaders create a strategic vision of some future state, communicate that vision through framing and use of metaphor, model the vision by acting consistently, and build commitment towards the vision. Some scholars suggest that visionary leadership will result in high levels of cohesion, commitment, trust, motivation, and hence performance in the new organizational environments. According to Mehra when some organizations seek efficient ways to enable them to outperform others, a longstanding approach is to focus on the effects of leadership. This is because team leaders are believed to play a pivotal role in shaping collective norms, helping teams cope with their environments, and coordinating collective action. This leader-centered perspective has provided valuable insights into the relationship between leadership and team performance. Some researchers have started to explore the strategic role of leadership, and investigate how to employ leadership paradigms and use leadership behavior to improve organizational performance. The reason for this is because intangible assets such as leadership styles, culture, skill and competence, and motivation are seen increasingly as key sources of strength in those firms that can combine people and processes and organizational performance. Previous research leads to the expectation that leadership paradigms will have dir ect effects on customer satisfaction, staff satisfaction, and financial performance. However, in general, the effects of leadership on organizational performance have not been well studied, according to House and Adytas review. House and Adyta (1997) criticized leadership studies for focusing excessively on superior-subordinate relationships to the exclusion of several other functions that leaders perform, and to the exclusion of organizational and environmental variables that are crucial to mediate the leadership-performance relationship. A further problem with existing leadership research is that the results depend on the level of analysis. House and Adyta (1997) distinguished micro-level research that focuses on the leader in relation to his or her subordinates and immediate superiors, and macro-level research that focuses on the total organization and its environment. Other scholars also suggest that leaders and their leadership style influence both their subordinates and organizational outcomes. Selection of Leadership development Initiatives The models and competency frameworks detailed in the previous section are, in most cases, used as a basis for the development of leadership and management development provision within organizations as well as appraisal and performance review. It is beyond the scope of this report to offer a detailed review of the associated programmers and the range of leadership and management development initiatives available, however, we would like to introduce a number of approaches that we feel are particularly interesting in the manner in which they seek to develop the behaviors, skills and attitudes of leaders. National and International Learning Experiences: à ¢Ã¢â€š ¬Ã‚ ¢ Development Assignments (Lancaster University Management School) à ¢Ã¢â€š ¬Ã‚ ¢ Transformational Thinking (Manchester University) à ¢Ã¢â€š ¬Ã‚ ¢ Study Tour to Canada (Kings Fund) à ¢Ã¢â€š ¬Ã‚ ¢ Duality Leadership Programmed (University of Birmingham) Action Learning Sets (Nelson and Peddler) Modular Programmes: à ¢Ã¢â€š ¬Ã‚ ¢ Experienced Chief Executives Development Programmed (Kings Fund and Lancaster University Management School) à ¢Ã¢â€š ¬Ã‚ ¢ Drive for Results (Manchester University) Leadership programs at wipro Wipro is the 1st PCMM level SEICMM level certified global IT services organization. It is global one of the largest product engineering and service support service provider with product/service differentiation. The company delivers comprehensive research development services, IT solutions, Information system outsourcing, and package implementation service world wide. the company is also having market share in niche market segment of clients product and lighting. Azim Premzi is the chairman of wipro technologies. Leadership qualities of premzi are based on the i10 model of leadership. P3. Assessment of the Leadership Style Premjis one of most achievements is creating sincerely management culture that is fruitful to work even under a high competitive pressure. Two core principles have been established that are instrumental in building proper structure of his leadership team at wipro:- Within the organization the chairman is not the King, he should share authority and responsibility with his subordinates. Believing in zero politic culture with hugging the honesty and openness of the subordinates. P4. Future Requirement of leadership Program For tracing wipros effort globally some steps are taken by the chairman- Azim Premji for the practice of leadership style:- Defining the Leadership qualities within the organization is a biggest problem as it refers so many things to so many people. To be an aggressive team leader and in the same time to bring about harmony within the organization is really challenging, For this Eight leadership practices are identified at Wipro:- Thinking Strategically Orientation of the Customer Commitment should be aggressive and trustworthy Thinking and Acting globally Crucial self confidence Commitment to excellence in operations Team working are an added advantage Building future is a ladder to future growth of the company as well as the within culture. Measurement of Leadership qualities in Global competitive context:- Wipros leaders are integrated with global thinking and acting working in a team increase the motivating and bonding factors and hence increase in productivity. P5. Proposal that are designed to meet specific requirement Wipros Leadership qualities at a Glance:- Leadership quality Earlier Now Strategic Thinking Focus was on the domestic players and only address was on local competitive forces Now focus is on Global game, changes and competitors Working in Team Main focus was on face-to-face interactions and morale in location basis But now the focus is on virtual teams that work asynchronously across date time Zones. Hence we can say that the company always studies the business environment for clues that have a direct impact of leadership strategies. Composition of leadership for a Global organization:- Due to the Global presence of wipro it is difficult to manage cross cultural and multinational work forces for his reason wipro has infused its senior management with leaders from home nations itself. This ensures that these leaders are adapting in their own nations and can understand the business quickly. Relevant Modification of the People Process:- The ongoing process of hiring, training development, compensation, are affecting the operations of Global scale. For this the company has modified the people process have a complete vision of leadership. For this reason the recruitment team must be certified with a standard, trainings are conducted overseas to have engagement with the field force. Development of Leadership Talent within the Wipro: On a regular basis the employees are trained to develop leaders. Premji have initiated to create and explore development program adjacent to the lifecycle way of leadership development. P6. Leadership development Program of Wipro For horning the leadership capability five programs have been developed by Premji within the organization:- Entry Level Program:- This is for the freshers (Entry level employee). New leaders Program: For the 1st time managers this program are developed to make aware of teams building, situational leading and coaching each other. Leader Program of Wipro: This are for the manager of manager those are willing to manage the team directly. Business Leaders Program: This are for General Managers covering the important attributes of finance and environmental scanning. Strategic Leadership Program: This is for chief executives for designing and developing strategies globally. Lifecycle Leadership Program Competency based performance appraisal Objective Setting WIPRO LEADER WLO 360 degree Early Opportunities Meet your people Program CSS customer output HR Review Planning The Leadership Development Frame work of Wipro Findings Prior to the examination of associations between leadership style, organizational culture, and performance, a phase of data reduction was necessary. The construction of meaningful indices was initiated by the use of principal components analysis with Varian rotation. Factor analysis was deemed necessary since it was considered prudent statistically to ascertain whether the adopted measures of organizational culture and leadership style captured differing dimensions of culture and style. The principal components analysis of items pertaining to organizational culture and items relating to leadership style were conducted individually. It was not necessary to delete items from the analysis due to lack of variation or because of problems of interpretation. A clear case study of wipro is described at a glance to show the different situational leadership style that is being used in the organization for the proper team work and development of future leaders.

The Role of Computers in the Criminal Justice Field :: Technology Benefits Essays Papers

Computers take part in a big role in the Criminal Justice Field. So far computers have allowed us to make it accessible for witnesses to go through and look for a suspect's picture on the screen. Computers have enabled us to be able to do DNA testing. Which now only takes the labs a short time to process, and finding criminals from cases 15+ years ago can now be charged for their actions. There are laptop computers in police vehicles; therefore, police officers can look up information right then and there instead of having to wait until they get back to the station. Some cars even have the wireless Internet connection that goes through satellite which allows them to do even greater things. Computers have also allowed the use of fingerprinting to expand. Agencies can now take someone’s fingerprints and send them through the computer and find out if they are linked to any other cases going on at the time, or any other cases in the past. Also, Criminal Investigators can determine how a fire started by using computer analysis devices. Whether or not an accelerant was used in a fire such as: gasoline, kerosene, lighter fluid, or if the fire just accidentally happened. Computers are used at traffic stops. The officer can find the vehicle identification number (VIN) and calls the number in to the secretary and the secretary lets the responding officer know whether or not the vehicle belongs to the driver of the car, to make sure the vehicle isn’t stolen. If the car is stolen the officer car arrest the person right then. The use of computers by officers of the law allows lists of prior criminals to be kept on file. These files can be viewed at the push of a button. No longer do police officers have to go to the filing cabinet to find the needed information on a criminal. Also list can be kept of all citizens with prior tickets, misdemeanors and felonies. This can make the process of narrowing down suspects much easier. Databases of citizens’ personal information can also be found. Therefore a person could be found easily when needed for questioning. Computers are also being used to create simulations. For instance right here on campus is something called range 2000.

Drug Abuse Essays -- Illegal Drugs Addiction

Drug abuse is a widespread problem that makes individual drug users the prime victims. But drugs also affect all of us, wherever we live and whatever we do. Drug abuse can cause serious physical and mental deterioration. The problem can tear apart the family structure and make it hard for learning. Difficulties on the job due to drug abuse make it hard for employers to run their businesses. Stealing form employers or from individuals to get money from for drugs causes pain and economic loss to the victims. Arrests and jailing of drug users and dealers puts a strain on law enforcement officials and the criminal justice systems; the cost to taxpayers is enormous. The millions of dollars spent on illegal drugs in America encourage criminal activity and ribs the government of tax revenues. For all these reasons and many more the subject of drug about is extremely important. As a way of considering this vast subject, experts have classified the drugs according to their primary effects on the bay. Thus, the eight basic drugs classifications are: antidepressants, anti-anxiety tranquilizers, anti-psychotic tranquilizer, cannabis, hallucinogens, narcotics, sedative/hypnotics, and stimulants. Antidepressant drugs are substances that improve a person’s mood and are commonly used in the treatment of depression. Depression is a psychiatric problem that is characterized by a loss of interest in the most aspects of life, a slowing-down of activity, a feeling of worthlessness, and sometim...

Essay --

Aulia Akbar Ramadhan 2B3206 Walt Whitman Rostow is United Stated economist, and also a father of ecomonic theory and growth. In Rostow view through his Stages of Growth Model, there are five stages in the process of economic growth and development. The five stages are The traditional society, The precondition for take off. The take off, The drive to maturity and The age of mass consumption. In these stages Rostow point out that both of the precondition stage for take off and take off stages is very important for a country economy growth. Capital and Technology raising, is one of the most important factor for a country to achieve economic maturity for economic development. After the end of the take off stages, in general most of the economies experienced lower economic growth rates. Also at the end of the stages, the age of mass consumption, is only for country that the most people there already live in the prosperity. The country that already on these stage is mainly from West. In the case of Indonesia, Indonesia economy experience the Stage of Development when Indonesia lead by President Soeharto. Soeharto make Rostow theory as the foundation of his long term development plan. This long term plan was conducted every five years, it is called Pelita.In Pelita I which occurs between 1969-1974, Soeharto target is to raise Indonesia agricultural and food production. Based on Rostow view at this time Indonesia economy is at the traditional society stage, because many agriculture industry born in here, also people still farm with traditional way. In Pelita II 1974-1979, the growth still little, but it can bee seen that time Indonesia economy is on transtition to evolve to pre take off stage and to the take off stage. Indonesia economy f... ...untries. In indonesia case, demand side GDP is still larger than supply side GDP, this can be seen that people in Indonesia still very consumptive, also In Indonesia, the size of the domestic market have become the largest contributor to economic growth. Indonesia has relatively less affected and already immuned by the weakning of the global export market. The high consumption in Indonesia is negate by the acceleration of infrastructure, productivity, and efficiency of the national production chain in order to be not dependent on the import mechanism. There is also demand pull inflation happen. Demand pull inflation is inflation that is caused due to the increase in aggregate demand compared to the amount of goods and services offered. Because the quantity of goods demanded in Indonesia is greater than the goods offered, then there is an increasing on the price.

Economic control Essay

Traditionally the reasons of the rules and regulations were to control human relations in an effort to make the behaviors of other individuals known (Pennell, pp3). rules are also employed to provide other purposes, these includes punishing offenders, providing social economic control, banishing private retribution, deterring criminal acts and reflecting public opinions (Pennell, pp3). Conventionally prevention of crime was intended provide advice on defensive behaviors and security. On the other hand laws are supposed to be malleable and should serve as a tool of social engineering (Pennell, pp4). They are supposed to be transformed with arrival of new thoughts and societal changes. The human rights and needs of victims of crime are essential aspects of criminal justice systems, especially currently, as the issues of victims have emerged since 1970s. Since 1970s, legal and emotional reactions of the nation have changed dramatically and currently more attention is being paid on restorative justice. There are many activities that are involved in restorative justice (Pennell, pp6). In order to give an insight of the various forms that restorative justice is taking and the activities that are involved this paper will focus on practices, origin context and limitations of restorative justice (Pennell, pp6). Victims Rights The current legal codes in federal government evolved from the conventional codes and attempts to define and deal with criminal behaviors. The aim of the codes is to focus on the deviant behaviors of the criminals and they rarely focus on the victims and their needs. The primary focus of the law is to deter the criminal activities (Aldana-Pindell, pp45). Several decades ago within the federal government when reconciliation for victim offenders was being set restorative justice did not exist within the criminal justice system (Brown & Bunnell, pp87). Restorative justice has evolved currently within the criminal justice system in recent years following philosophical writings of van ness and others. Various debates which have been held have facilitated the emergence of processes within the restorative justice such as impact panels, conferences, sentencing circle etc (Aldana-Pindell, pp45). Since 1970s several practices and programs have assisted to develop the restorative justice moments. Early practices for restorative justice were focusing on the moderated meetings involving the offenders and the victims (Aldana-Pindell, pp46). As time went by the meetings were expanded and included friends and family members from the two parties. The meetings also included professionals and other individuals who had access of public resources. In recent years the system has paid much attention on the participation and involvement of members of the community (Normandeau, pp34). In 1970s some practitioners and scholars believed that offenders are victims of social neglect, poor societies and racial, ethnic and gender discrimination. As a result the advocates of restorative justice focused to change the conditions in the prison, reduce incarceration use and eliminate prison and jails as institutions (Normandeau, pp34). In this regard there are some individuals who were seeking to make a caring society instead of prisons and jails that would address the issues of victimizers and victims (Brown & Bunnell, pp92). The activists of caring communities brought the issue of interests of the victims in the criminal justice system in a progressive manner rather than focusing on the right of the victims (Meister, pp54). In 1970s and 1980s the population of people in the prisons in United States was becoming progressively overcrowded and contributed to the use and popularity of intermediary sanctions (Aldana-Pindell, pp47). However, during this time restorative justice and mediation of victim offenders were not common within the criminal justice systems as alternatives. The establishment of boards of societal justice and centers for neighborhood justice in the federal government reflected their wishing to achieve more justice and this was characterized by public participation and casualness (Aldana-Pindell, pp49). These were new forms of resolution of conflicts in the late 1970s and they showed a developing disenchantment which involved trial procedures of adjudication and finding facts in accordance to adherence to strict legal principles. On the other hand the systems in resolution of conflicts placed much importance on negotiation, agreements between the disputants and placed less importance on the role of legal professionals (Aldana-Pindell, pp49). In mid 1970s reconciliation programs in the United States were introduced for victim offenders. These programs were based on the principles of Mennonite that focuses on dialogue and exchange (Marshall, pp20). Reconciliation programs involved offenders and crime victims meetings after being sentenced and included impartial third party. Reconciliation programs for offenders and victims aimed at restoring good relationship that is supposed to exist between the parties. The proponents of these programs were focusing to establish a good working relationship and use of principles of religious institutions and also as an option to incarceration (Marshall, pp21). In the rate 1970s advocates and the victims increasingly focused on mediation rather than reconciliation programs for offenders and victims’ interactions. However, the model of the mediation program was similar to models of reconciliation program, although additional individuals affected by the differences would be involved in the meeting, especially when addressing serious crimes (Meister, pp57). Mediation programs for offenders and victims were developed in western part of Europe, Scandinavia and England in the end of 1970s and early 1980s, and were use primarily to handle justice cases for the youths. Since 1980s the programs have shown a significant growth in the United States and other nations (Marshall, pp22). Progressive voices and conservatives suggest that victims of crimes do not have the voice in the criminal justice system. In late 1970s and early 1980s activists of feminists and social scholars of legal doctrines paid more attention on making courts and law enforcement officers to be accountable to children and women who may be physically or sexually abused (Marshall, pp22). The groups that advocated for victims right focused on compensation for crime in the processes of courts, using formal voice and on safety of the society. In early 1980s Reagan organization released a report of task force on victims of crimes that facilitated the development of groups that advocated for the rights of the victims. Since 1990s there is a tremendous growth of alliances between groups that focuses on the reforms of criminal justice and victim support. This tremendous growth has been as a result of realizing the common interests among the offenders and victims based groups (Anwander, pp71). In 1980s New Zealand government started reassessing Waitangi treaty focusing on the implications of the relationship between the whites i. e. Pakeha and indigenous people the Maori. In 1986 a report that was prepared by ministers recommended for structural changes in the practices and policies of the government towards the indigenous people (Marshall, pp24). In 1989 the administration had great structural changes in the way matters regarding family welfare and justice for the youths was handled. Before introduction of these changes indigenous people were overrepresented in prisons and jails and decision making processes were dominated by the whites (Meister, pp58). These structural changes employed in youth justice can be used in various juvenile offenses, but mostly they are used in serious cases and minor cases solved trough diversions of police. Family welfare and youth justice programs are different from offenders and victim reconciliation and mediation programs since they involve more community members in the discussion of the offense, pay more attention on participation of the family and recognize more victimized individuals. Family welfare and youth justice programs also reduce the intervention of the state and changes the roles of professionals in problem solving (Marshall, pp26). Youth justice and family welfare programs were introduced first in Australia in late 1991 and formed part of law enforcement operations that focused on one jurisdiction. Conferences run by the police were also introduced in the capital city of Australia and later on the northern states (Meister, pp59). In late 1993 and early 1994, conferences for handling juvenile cases were introduced in the southern and western part of Australia and they were involving non professional police to run the conference. In Queensland and south wale conferences to handle juvenile cases, have been recently introduced and they are mostly employed in Queensland schools (Meister, pp59). Circles of sentencing were established in Canada in 1980s, and were the fist groups of the nation to respond to offenders (Marshall, pp26). The aim and objectives of circles of sentencing are resolution of conflicts, restoring harmony and order, and healing of offenders, victims and family (Anwander, pp73). Circles of sentencing involves processes of consensus and includes all the victims of crimes and families of the victims, their next of kin, and community members in order to respond to the behavior and formulate sanctions that addresses all the needs of those involved. Circles of sentencing are currently being used in United States and in Canada by non indigenous groups that include blacks in Minnesota. Since 1980s, there are other practices which have emerged and use the principles of restorative justice (Marshall, pp27). Compensation boards in Vermont involve the members of the community and design penalties for offenders of juvenile. These penalties involve service of the community and rarely involve offender and victim mediation. The meetings do not involve the victims (Anwander, pp76). Panels of victim impact have also been introduced by mothers and focuses on drunk driving. The panels give a room for the victims and the members of the family to give their suggestions about the impact of driving when drunkard to the offenders who have been ordered by the court to attend. However, these panels for victims are different from most of the processes of restorative justice, since they do not employ voluntary attendance (Marshall, pp29). On the other hand they have an important element of bringing contact of offenders and victims in the process, which lacks in traditional proceedings of criminal justice. These panels are employed extensively across the United States. On the other hand research and theories have contributed to the development of restorative justice. In 1970s scholars of social and legal doctrines developed several theories focusing on formal and informal justice. Theoretical and empirical studies of formal and indformal justice which have been conducted in industrialized countries and in less developed countries suggest that, it took less one decade to change optimism for pessimism. With emergence of theories and research disillusionment had already set in by 1990s (Marshall, pp30). In late 1970s and early 1980s there were arguments from the criminologists in Netherlands, Norway and from elsewhere to abolish prisons. During this time the activists paid more attention on decarceration and alternatives to jails and prisons. However, currently there are few individuals who would argue for complete abolition of prisons although few people argue for their minimal use (Marshall, pp31). In 1996 there was an international conference to address penal abolition held in New Zealand and supported resolutions and discussions to facilitate restorative justice. Scholars have also attempted to focus on the merits of informal methods that can be applied in social set ups to regulate order in the society (Marshall, pp31). This involves reintegrative shaming in response to a crime that may be integrative and not stigmatizing. These ideas have been employed in conferencing models such as in wagga, in Australia. Before the wagga conference these ideas were not included in youth justice and family welfare programs and they did not form part of many conference held across the globe. The united states are currently employing the wagga model, although there are some arguments on the issue of shame and whether it should be the central issue in processes of conferencing (Marshall, pp32).