Loyalty Essay Example | Topics and Well Written Essays - 1250 words

A Priori Knowledge of Matters of Fact. Do animals acquire all their Term Paper

From the earlier Knowledge of Matters of Fact. Do creatures obtain all their insight into issues of truth and genuine presence from sense p - Term Paper Example In this sense, Hume views reason as a nature both in people and creatures. My work limits to creature dissuading a couple of studies and correlations with human thinking. Creature activities rely upon two sorts of thinking: in light of understanding and impulses. Thinking and experience The case about thinking capacity being basically unique in creatures and people was dismissed by Descartes by contending that creatures have reason, and finished up it with certain watched practices in creatures. He started with claims about human comprehension, demonstrating some conduct in which creatures look like human, along these lines presuming that creatures should likewise take after people in their thinking (More, 1996). Hume then again differs to this request for contention the other way where plainly expresses that creatures gain from encounters. He refers to certain models ponies realize what statures they can securely jump, and pooches figure out how to fear seeing a whip (EHU 9.2-3; SBN 105). Increasingly finished, creatures don't unmistakably use â€Å"any procedure of contention or reasoning† to make such deductions. Undoubtedly, Hume says that it is â€Å"impossible† for them to do as such, due to their â€Å"imperfect understandings† (EHU 9.5; SBN 106). Thinking and impulses We have found in first kind of creature thinking that it nearly takes after the human thinking. Nonetheless, this is very extraordinary in the second sort of activity. Hume asserts that reason is itself an intuition and this is made exceptional subsequent to thinking about the two sorts of senses: the summed up subjective impulse of reason which is the capacity to relate thoughts in different manners, and the specific intellectual senses that involve information on specific issues of certainty required for the animal’s endurance (Boyle, 2003). Hume refers to a guide to help the last kind of thinking when he says â€Å"a winged creature which picks the area and materials of her home and afterward sits on her eggs for the proper measure of time† (EHU 9.6; SBN 108). Hume contends that such information comes â€Å"from the first hand of nature,† and that we call such information â€Å"instincts† (EHU 9.6; SBN 108). He additionally contends that in spite of the fact that people may wonder about such information, â€Å"their miracle will, maybe, stop or reduce, when they consider, that the trial thinking itself, which they have in the same manner as mammoths, and on which the entire direct of life depends, is only a types of intuition or mechanical power† (EHU 9.6; SBN 108). Thusly, Hume adheres to his contention that the particular senses of creatures are don't contrast from the capacity, both in people and creatures, to reason as indicated by understanding. It is faltering to imagine that people need senses inside and out, they do likewise have impulses which are for the most part depicted in their interests, for ex ample, thirst, hunger, love, hatred and connection to different people. They anyway once in a while use such impulses for endurance which is by all accounts the self evident reality with creatures that have a greater amount of these senses. As indicated by Massey’s (1976), it is plainly an observational issue whether people or some other

Humorist Essay

Amusingness is about an individual mentioning an interesting objective fact that in result makes chuckling and gives diversion to the crowd. In the book titled Status Anxiety by Alain de Botton, the writer says something that the job of amusingness in the public eye is to permit individuals to make statements that others can't or won't state as a result of their job in the community.I concur with de Botton’s proclamation since humor subtly permits individuals to get a message across without agonizing over others looking downward on you due to what you stated, just as furnishing individuals with more consciousness of the bad behavior in the public eye by making them more clear using humor. In essential satire, humor is viably used to deliver a message that is perhaps genuine or disputable by making it entertaining and simpler to understand.De Botton obviously holds fast that humorists are here to delight and stun, however are here â€Å"to pass on without any potential repercu ssions messages that may be risky or difficult to state directly†. In this citation, de Botton states that satire can and is every now and again utilized as a mystery strategy to give musings and perceptions that might be thought of as annoying whenever raised in a genuine way. Steven Colbert for instance, utilizes amusingness to offer genuine remarks about our nation. He expresses his conclusions about the legislature and significant reports anyway does as such with satire to back him up.When discussing the war in Syria, Colbert said that â€Å"Only 29% of Americans need the U. S. to assault Syria †which on the in addition to side implies that 29% of Americans know there is a spot called Syria†. Colbert utilizes cleverness to pass on a message about how badly educated individuals in our nation are. He says this with a tone that additionally infers that by far most of individuals who are â€Å"ill-informed† essentially don’t care by any stretch of the imagination. The fundamental segment of what makes amusingness and satire a basic factor in a general public is that despite the fact that the introduction isn't really paid attention to, the message and thoughts behind the material are in every case simple to recognize.In respects to humor, humorists don’t need to stress over being neighborly or thinking about their crowd. They are permitted and acknowledged as being entertaining for having quality material that contains hostile and express language. Their outstanding notoriety for being careless to its own crowd is the thing that makes humor a compelling apparatus in the public eye. For one, humorists have the capacity and duty of making its crowd snicker. Yet, it additionally has the capacity to permit the crowd to relate the humorist's material to their own contemplations, in this manner permitting them to transparently communicate through giggling and enjoyment.It likewise can possibly move individuals to think from an alternate point of view. Through parody, a humorist can rapidly change one's perspectives or assessments of a specific subject or contention by making that contention all the more engaging and interesting. By making a fundamental message absurd, it makes it simpler for the crowd to comprehend what the message of the material is really passing on. De Botton's assessment of the essentialness of silliness in a general public is valid in that it is vital, in light of the fact that it helps satisfy individuals' diversion and expressive needs, however it likewise fills a need as an instrument of spreading a message to its crowd.

Free Essays on E-business@ Grainger

E-business @ Grainger The Internet is developing exponentially and numerous organizations are hurling sites hoping to make sure about a lot of E-business. A portion of these organizations have blocks and concrete foundations and some solitary exist in the computerized world. In either case, their showcasing endeavors will in all likelihood decide the achievement of their Internet website. The promoting exertion or system for their Internet webpage will no doubt be fundamentally not the same as that of their blocks and cement website. Grainger Industrial Supply is an organization that for the past 70+ years has fabricated its business through its blocks and cement destinations. In 1995, Grainger moved into the computerized world and set up grainger.com. In 1996 Grainger started taking requests on the web and completely inundated itself in web based business. All things considered, it was not until 1998 that the organization perceived the requirement for various promoting methodologies for the conventional branch based business and the new computerized based one. Grainger Industrial Supply began business in the 1920's selling items through an index and in the course of the last 70+ years has consistently developed. The index, which once held 100 things presently, contains more than 81,000 things just a small amount of the all out number accessible for procurement. To help the developing business more than 370 branches across the country have been set up alongside 10 circulation habitats to keep the item streaming. Grainger's showcasing methodology for this business has been to develop deals through index buys and individual selling. Around 732,000 indexes were sent to clients in 1999 and in excess of 1,800 full time outside agents convey the message to clients that Grainger Industrial Supply is prepared to discover answers for their support, fix, and working (MRO) needs (Grainger, Inc., 2000). Another 10,000 branch based workers stand prepared to help the 2.1 million clients in complete their exchanges. While direct mailing of the list and in dividual... Free Essays on E-business@ Grainger Free Essays on E-business@ Grainger E-business @ Grainger The Internet is developing exponentially and numerous organizations are hurling sites hoping to make sure about a lot of E-trade. A portion of these organizations have blocks and concrete foundations and some lone exist in the computerized world. In either case, their showcasing endeavors will in all likelihood decide the accomplishment of their Internet webpage. The showcasing exertion or methodology for their Internet website will probably be fundamentally not quite the same as that of their blocks and concrete webpage. Grainger Industrial Supply is an organization that for the past 70+ years has assembled its business through its blocks and concrete destinations. In 1995, Grainger moved into the advanced world and set up grainger.com. In 1996 Grainger started taking requests on the web and completely inundated itself in web based business. In any case, it was not until 1998 that the organization perceived the requirement for various promoting systems for the conventional branch ba sed business and the new advanced based one. Grainger Industrial Supply began business in the 1920's selling items through a list and in the course of the last 70+ years has consistently developed. The inventory, which once held 100 things currently, contains more than 81,000 things just a small amount of the complete number accessible for procurement. To help the developing business more than 370 branches across the country have been set up alongside 10 dissemination communities to keep the item streaming. Grainger's promoting system for this business has been to develop deals through inventory buys and individual selling. Around 732,000 indexes were sent to clients in 1999 and in excess of 1,800 full time outside salespeople convey the message to clients that Grainger Industrial Supply is prepared to discover answers for their upkeep, fix, and working (MRO) needs (Grainger, Inc., 2000). Another 10,000 branch based representatives stand prepared to help the 2.1 million clients in complete their exchanges. While direct mailing of the index and individual...

Problems in Decision-Making

Problems in Decision-Making Inspiration Print Problems in Decision-Making By Kendra Cherry facebook twitter Kendra Cherry, MS, is an author, educational consultant, and speaker focused on helping students learn about psychology. Learn about our editorial policy Kendra Cherry Updated on April 25, 2019 Portra Images / Getty Images More in Self-Improvement Inspiration Happiness Meditation Stress Management Spirituality Holistic Health Brain Health Technology Relationships View All Each and every day we are faced with a multitude of decisions. Some of these are relatively small, such as deciding what to wear or what to have for breakfast. Others are big and can have a major influence on the course of our life, such as deciding where to go to school or whether to have children. Some decisions take time  while others must be made in a split-second. While we employ a number of different decision-making strategies, we also often fall prey to a number of common fallacies, biases, and other decision-making problems. Discover which decision-making mistakes and obstacles might be influencing the choices you make each and every day. Heuristics Decision-making problems are often the result of relying too heavily on mental shortcuts that have worked in the past. A heuristic is a sort of mental shortcut or rule of thumb that we utilize when making a judgment or decision. These heuristics help to lighten the mental load when we make choices, but they can also lead to errors. Heuristics come with a couple of major advantages. First, they allow us to reach conclusions quickly. Second, heuristics also tend to work quite frequently. But as with all kinds of shortcuts, they can sometimes have disadvantages. They can sometimes lead us to make mistakes and misjudge situations. Two common types of mental shortcuts are: The Representativeness Heuristic: This involves judging the probability of an event based upon how similar it is to our existing prototype of such an event. For example, gamblers often judge the probability that they will win their next game based on whether or not they won the last game. In reality, the games are not dependent upon each other and winning or losing is entirely up to chance.The Availability Heuristic: This involves judging the likelihood of an event based upon how quickly we can call similar events to mind. For example, you might believe that plane crashes are more common than they really are simply because you can quickly think of several examples of high profile airplane accidents. Overconfidence Another problem that can impact decision-making is our tendency to overestimate our own knowledge, skill, or judgment. In a classic experiment looking at this phenomenon, researchers Baruch Fischhoff, Paul Slovic, and Sarah Lichtenstein gave participants a variety of statements that had two different answers. Participants were asked to select the answer they believed was correct and then rate how confident they were in their answers. When people stated that they were 100% confident in their answers, they were only correct about 80% of the time. So why do people tend to be overconfident in their judgments? In a lot of cases, people might not realize how uninformed they are about a particular subject. Essentially, we dont know what we dont know.In other cases, the information we have about a particular topic might simply be wrong or it might come from unreliable sources. One example of this overconfidence is a type of cognitive bias known as the Dunning-Kruger effect. This bias causes people to overestimate their own intelligence and abilities, essentially blinding them to their own incompetence. No matter what the cause, this tendency to overestimate our own knowledge can lead to poor decisions. Imagine that you are traveling to Las Vegas with a friend. Youve been there a couple of times before so you assume that you know the route you should take and you instruct your friend to take a particular exit that you believe is the correct one. Unfortunately, you misremembered the route and the exit turns out to be the wrong one. Your overconfidence in your ability to navigate the route led to the wrong choice and added considerable time on to your journey. Hindsight Bias After something has happened, do you ever look back on the event and feel like you should have known what the outcome would be? In psychology, this tendency to look back retrospectively and easily spot all the signs leading up to a particular outcome is known as the hindsight bias. Sometimes referred to as the I-knew-it-all-along phenomenon, this tendency can lead us to believe that we can actually predict consequences in situations that are really dependent upon chance. For example, a gambler might mistakenly believe that they can accurately predict the outcome of a game of cards. In reality, there is no way that he can know what will happen  since the game is based upon probability. The hindsight bias can cause problems when it leads you to believe that you should have been able to foresee the outcome of situations that really werent that predictable. As a result, you might make future decisions based on the information you learned from past mistakes. Rather than relying on factors related to the present situation, you might find yourself trying to guess the outcome based upon other, possibly unrelated experiences. Illusory Correlation When making decisions, we sometimes see relationships that do not really exist. For example, we might believe that two unrelated events have some type of relationship simply because they occurred around the same time. In other cases, a one-time association between two different variables might lead us to assume that the two are somehow connected. For example, if you have a bad experience with a rude waitress, you might mistakenly believe that all waitresses are rude. This tendency to see relationships where none exist is known in psychology as an illusory correlation. In addition to leading to faulty beliefs, illusory correlations can also cause problems in the decision-making process. For example, imagine that you are interested in getting a new pet but you are not sure which type of pet you might want. A bad childhood experience with a dog might lead you to hold the mistaken belief that all dogs are aggressive and tend to bite. This can influence you as you make your choices about which pet to get, and might lead you to reject getting a puppy even though a dog would likely make a great pet for you. A Word From Verywell While we all like to believe that we make our choices based on logic and rationality, the fact is that there are a number of decision-making problems that can complicate this process. Being aware of some of these potential pitfalls might help you make better decisions in the future.

Customer Management Plan - Free Essay Example

Customer Management Plan Contents Page Our Brand Page 3 The Market Page 3 The Shop Page 3 Servicescape Page 4 Service Service Quality Page 5 Measuring Service Quality Page 5 Service Recovery Service Plan Page 6 Customers Loyalty Page 7 Total Customer Experience Page 7 Customer Feedback Page 8 Customer Use of Service Blueprint Page 10 ReferencesPage 11 Our Brand Rubia Coffee are a new chain of coffee shops that will offer more value per drink than any other chain coffee shop. The way that Rubia Coffee will do this is by offering a large variety of coffee beans for completely different flavours even for those classic orders, happy and enthusiastic staff, a relaxing environment in each shop, and also offer a large range of high quality foods to complement our drinks. Each coffee will be made by a highly trained employee to guarantee a high quality drink. Weà ¢Ã¢â€š ¬Ã¢â€ž ¢ll also offer multiple counters to order at to make sure each customers wait is kept to a minimum. This is rarely offered at other chain coffee shops. The name Rubia comes from the word Rubiaceae which is the name is the all coffee plants fall under as all different strains of coffee plants are in the Rubiaceae family (Hawaii Tropical Botanical Garden. 2013) The Market The UK coffee shop market now has a net worth of  £1.401 (Helena Spicer. 2013). This is predicted to continue rising until at least 2018 according to a Mintel report [1]. The market leader is Costa Coffee with 1656 outlets which is a 27% increase from 2011-2013 whereas Starbucks has 730 units which has decreased from 739 in the same time period. This may be because Costa Coffee has dominated the market and has taken many of the most convenient places for high footfall. In an Infographic report done by Helena Spicer about customers of coffee shops she found that 44% of people enjoyed something that theyà ¢Ã¢â€š ¬Ã¢â€ž ¢ve drank before, 38% said they like something they canà ¢Ã¢â€š ¬Ã¢â€ž ¢t have at home, and 33% of those interviewed buy their drinks based on low prices. However according to this report 27% of customers find the branded coffee shops are not good value for money and 65% of customers go to coffee shops due it ità ¢Ã¢â€š ¬Ã¢â€ž ¢s convenience (Spicer, H. 20 13). Our Target market is those customers whose gross annual household income is above  £25,000 whilst still catering for those that do not meet this by offering a saver menu. The reason this is our target market as 44% of those in this segment go to at least 1 chain coffee shop on a regular basis (Mintel. 2013). The Shop Our shops shall be around the average size of 202 sqm (Edinburgh Council. 2011). This is because these shop are usually placed in easy to access areas. Within these shops there shall be at least 20 seats for customers and 15 tables. This is so the customer can sit with their order and consume it on site if they wish even though many customers take their drinks and/or food off site. Fig 1 Rubia Coffee Layout The design of the average outlet for Rubia Coffee caters for multiple different customers. The stooled area caters for customers that may be by themselves but would like to sit down. The tabled eating area is for customers that are with either a group of friends or a spouse. The Waiting Area is also near the door for those customers that wish to consume their order off site. The arrows in Fig 1 show the flow of customers around the shop. This flow of customers will keep the shop from getting crowded. The design of the average outlet is also beneficial for the emplo yees as well. This is due Servicescape Servicescaping now has a higher significance in the design of any outlet whether it be for retail or service. This is because the servicescape can have a direct and indirect effect of the customer view on the quality of the service (Reimer, A. Kuehn, R. 2005). When designing a shop layout Rubia Coffee find that it is very important to create an atmosphere that the customer find relaxing but also feel like the place they are in has a quality feel to it. This is why in our shops there are relaxing colours such as greens and blues as well as relaxing music in the background. Service Service Quality When looking at service quality you need to look at what impacts service quality. According to Parasuraman, Zeithaml, And Berry there are 5 determinants to service quality. These are tangibles, reliability, responsiveness, assurance, and empathy (Parasuraman, A., Berry, L., Zeithaml, V. 1991) The reliability of the service is the ability to perform the service dependably and accurately. This aspect is when employee training and proper planning is need to make sure that the service is carried out the way it should be. Tangibles for the service quality are the physical appearance of the facilities (Buttle, F. 2009). This includes equipment using for making and preparing the foods and drinks. The staff also come under the tangibles for the service quality. This will ensure that employees are well dressed in the correct Rubia Coffee attire which shows a smart yet friendly persona of the staff. Responsiveness shows the willingness for the employees and manage rs to help customers and provide the efficient service. This will be achieved by high quality training and also the caring personalities of the employees. Assurance is the ability of the employees in ensure trust and confidence in their role shop to the customers with their knowledge. This is also achieve via high quality training and as well as their enthusiasm in their job role. The last part of the SERVQUAL Model is Empathy. This is the individualised attention to customers that Rubia Coffee employee will give to each customer. This could be assisting a person in a wheelchair or if a customer is a regular, acknowledging them when they enter the cafÃÆ' ©. These determinants will be used to keep high levels of service quality. As these determinants are easily understandable. Each manager shall be able to implement new procedures that will keep the standard of each determinant high. Measuring Service Quality Service quality shall be measured by looking at the numbe r of repeat customers an outlet has. As this indicates that the quality of the service that you are providing is satisfactory for that customer to keep returning back to the same outlet rather than finding an alternative. Another method of measure the service quality would be by giving customers a small form with an incentive of a money off voucher for their next purchase. These forms will contain a small amount of questions regarding the determinants of service quality/the SERVQUAL instruments (Berry, L. Zeithaml, V. Parasuraman, A. 1994). These questions shall be a rating system of 1 to 5, with 1 being very bad and 5 being excellent. They will also have spaces for comments in which to improve certain areas of the SERVQUAL determinants. Service Recovery Plan A service recovery plan can be defined as à ¢Ã¢â€š ¬Ã‹Å"all the actions taken by a company to resolve a service failureà ¢Ã¢â€š ¬Ã¢â€ž ¢ (Buttle, F. 2009). To be able to make a Service Recovery Plan we first need to know what the service failure is. When there is a service failure the root cause needs to be identified. As services can fail in multiple of different ways the failure can be from a technical side or functional service quality meaning the service isnà ¢Ã¢â€š ¬Ã¢â€ž ¢t up to standard. Therefore the locus of the failure needs to be found. This will be achieved via customer complaints. After the locus is found the stability of the failure needs to be calculated. Was it just a one off? Or does this happen on a frequent basic? After the stability is calculated it needs to be checked to see how controllable the failure is. Is the failure because of employees not being able to perform correctly or is it due to something that is out of Rubia Coffeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s control. This negative impacts of service failure can be a decline in customer confidence, loss of revenue, and even a decrease in employee moral which may lead to a reduction in employee performance (Komunda, M. Osarenkhoe , A. 2012) To be able to find the locus of the service failure customers need to be able to easily complain about the issue. This process needs to be a well thought-out and planned process to satisfy aggrieved customers (Komunda, M. Osarenkhoe, A. 2012). A customer can complain in two different ways. The first way being the first being public action, and the second being private action. Public action is when a customer send their complaint/s To the firm that the service failure occurred at, Or by complaining to a third party which could a reviewing website Or by taking legal action to seek compensation for the dissatisfactory service. Private action is when a customer either Switches provider of the service. Or by talking about the company with a negative word of mouth. Many customers do not complain about a service failure (Komunda, M. Osarenkhoe, A. 2012) which not only negatively impacts them with receiving a dissatisfactory service but this dissatisfactory service can happen to many other customers as well. This is why is important to make the complaints procedure as easy as possible for the customers not only for their benefit but for Rubia Coffeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s benefit. There will be three different way in which Rubia Coffee shall deal with complaints. This will be by distributive justice, procedural justice, and interactional justice (Buttle, F. 2009). Distributive justice shall be achieved if the customer want a material good for their compliant. This may be another coffee for free or what they ordered or for a discount on their next purchase. They customers may also be satisfied with just a complaint however a free replacement will always be offered. Procedural justice is when the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s evaluation of the service failure and the attempt to fix this failure is used to try and to fix as well as improve the service failure. However most customer do not wish to fill in a long form or to write letters to the company. A formal letter of apology and a material compensation should be given to the customer if they wish to gain procedural justice. Interaction justice should always be used with customer complaints as interactional justice is when the customer is satisfied with the empathy, politeness, courtesy, and effort that either the employee or manager gives them in order to correct the service failure. The procedure that should be followed when receiving a complaint would be Apologise for the inconvenience of the issue. Offer to replace their order and/or offering a discount on their next order if needed. If the customer still isnà ¢Ã¢â€š ¬Ã¢â€ž ¢t satisfied contact manager for a formal apology from that outlet. The manager should offer more discount if needed. If the customer is still not satisfied the manager should ask them to step to one side to write down what happened from the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s point of view. Then ask for their personal address for the head office to send them a formal apology on behalf of the company as well as an acceptable level of compensation. Customers Loyalty Many happy customers that are actively buying from one company may feel that the company doesnà ¢Ã¢â€š ¬Ã¢â€ž ¢t value them from the volume of goods that they purchase not being recognised (Peel, J. 2002). There are two different types of loyalty to a company. There is behavioural loyalty and attitudinal loyalty. Both of these types of loyalty are critical to a businessà ¢Ã¢â€š ¬Ã¢â€ž ¢s operation. Behavioural loyalty is when a customer intends to repurchase the same brand to maintain the relationship with that brand. Customers to do possibly for peace of mind due to not having to find alternatives to that brand. The way the Rubia Coffee intend to increase behavioural loyalty is by offering a reliable, efficient, cost effective, and high value for money service thatà ¢Ã¢â€š ¬Ã¢â€ž ¢s second to none. This way more people should intend to repurchase from our brand. As linking back to the views the market has à ¢Ã¢â€š ¬Ã…“27% of customers find the branded coffee shops are not good value for moneyà ¢Ã¢â€š ¬Ã‚ . If we reduce this number significantly more potential customers will buy from our brand by increasing the possible demand for those looking for good value for money. Attitudinal loyalty is when a customer identifies themselves with a brand. This may be due to their business ethics or this may be due to that the brand is in fashion. The way we will do this is by keeping good business ethics buying our supplies at a fair price for small coffee bean farmers and larger corporations. Rubia Coffee also intend to be proactive in future changes in government policies rather than reactive. Being proactive from policy changes shows that our company is able to change for the better without being forced too. The way that Rubia Coffee will reward customers will be by those that are in our loyalty scheme. This scheme will be run by our loyalty cards, our emailing list, and to those that have our smartphone app. Those that are in this sc heme will benefit by getting a free singular purchase after a number of paid purchases and by receiving discounts to certain produce at random time intervals. This way customer will have to monitor our offers to receive the discount when it is released. Total Customer Experience The definition of total customer experience or TCE is a à ¢Ã¢â€š ¬Ã‹Å"totally positive, engaging, enduring, and socially ful ¬Ãƒâ€šÃ‚ lling physical and emotional customer experience across all major levels of oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s consumption chain and one that is brought about by a distinct market offering that calls for active interaction between consumers and providersà ¢Ã¢â€š ¬Ã¢â€ž ¢ (Bernacchi, M. Kesavan, R. Mascarenhas, O. 2006). This means that the customer is fully satisfied with the whole experience that the service provides as they feel like the business truly cares about them and their experience. Total customer experience can be used to increase the amount lasting customer loyalty. As throughout the whole interaction from the customer consuming our service, TCE is always there. The customer consuming our service is shown in the customer blueprint on page 10. The way that Rubia Coffee capture TCE is by providing the best experience a customer can receive for buying from a coffee shop. The way this is done is by a high standard of training for our staff, by employee kind and friendly staff that are also highly productive, an optimal level of technology to make the experience for the customer easier without too much technology being used which could put certain customers off, and also by serving you in an environment that is clean, relaxing and perfect ambiance. Customer Feedback There are a multiple of different ways in which customer feedback can be collected each have their own benefit also the most common demographic of the outlet can determine with method of getting customer feedback is use. Customers can give their feedback through fill ing out a small simple form which shall be placed in a small display case next to each till. This way customers that want to leave feedback can pick up the form and customers wonà ¢Ã¢â€š ¬Ã¢â€ž ¢t feel forced into leaving possible false positive feedback. We wish to reward these people that leave us feedback so random forms will have a mark of them that only appears under UV light which will give the customer a single free drink. Another way in which customers can give feedback is by leaving feedback for a specific outlet on our website. This feedback shall be more in-depth than the form in each Rubia Coffee outlet. If the customer wishes to put their email address on the feedback form they will receive an email thanking them for their feedback and will contain a QR code which they can print off or show on their smartphone to take in any Rubia Coffee outlet and receive a 25% an order. This method of feedback can be more open to false data however the information that is needed t o be inputted into the form limits the amount of false data as a whole new false identity would have to be made and they will also be a limit on how many times a single person can leave feedback per year. This will not stop the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s ability to complain about an issue in an outlet. Fig 2 à ¢Ã¢â€š ¬Ã¢â‚¬Å" Coffee with beans Customer Use of Service Blueprint References Bernacchi, M. Kesavan, R. Mascarenhas, O. (2006). Lasting customer loyalty: a total customer experience approach.Journal of Consumer Marketing. 23 (7), p399. Berry, L. Zeithaml, V. Parasuraman, A. (1994). Alternative scales.Journal Of Retailing. 70 (3), p203. Buttle, F. (2009). Creating Value For Customers. In: Buttle, FCustomer Relationship Management à ¢Ã¢â€š ¬Ã¢â‚¬Å" Concepts and Technologies. Oxford: Elsevier Ltd. p203-209. Edinburgh Council. (2011).Edinburghà ¢Ã¢â€š ¬Ã¢â€ž ¢s Shopping Centres.Available: https://webcache.googleusercontent.com/search?q=cache:boSxdG_w9koJ:www.edinburgh.gov.uk/download/downloads/id/5261/planning_information_bulletin_2011_no_8-edinburgh_s_shopping_centres_1986-2011+cd=4h. Last accessed 22/04/2014. Figure 1.Rubia Coffee Layout(2014) [Image] At:https://i167.photobucket.com/albums/u135/fredrip/Untitled_zps0dfd611a.png (Accessed on 19.04.14) Figure 2.Coffee With Beans(2014) [Image] At: https://www.freegreatpicture.com/cat/photo-16317 ( Accessed on 20.04.14) Hawaii Tropical Botanical Garden. (2013).Rubiaceae.Available: https://www.htbg.com/search.php?family=Rubiaceae. Last accessed 25/04/2014. Helena Spicer. (2013).Executive Summary Coffee Shops. Pp.1-4.Available: https://academic.mintel.com/sinatra/oxygen_academic/attachment/id=638274seq=1. Last accessed p1-4. Komunda, M. Osarenkhoe, A. (2012). Effects of service recovery on customer satisfaction and loyalty.Business Process Management Journal. 18 (1), p83-85. Mintel. (2013).Who Buys Coffee Out of Home and Where do they Go?.Available: https://academic.mintel.com/display/684220/. Last accessed 20/04/2014. Parasuraman, A., Berry, L., Zeithaml, V. (1991), Refinement and reassessment of the SERVQUAL scale,Journal of Retailing. 67, p.420-450. Peel, J. (2002). New Perspectives on Loyalty. In: Peel, JCRM: Redefining Customer Relationship Management. Woburn, MA: Digital Press. 161. Reimer, A. Kuehn, R. (2005). The impact of servicescape on quality pe rception.European Journal of Marketing. 39 (7/8), p789. Spicer, H. (2013).Infographic Overview.Available: https://academic.mintel.com/download/pdf/report_infographic/638274/. Last accessed 22/04/2014. 1 | Page

Project Gemini NASAs Steps to Space

Back in the early days of the Space Age, NASA and the Soviet Union embarked on a race to the Moon. The biggest challenges each country faced were not just getting to the Moon and landing there, but learning how to get to space safely and maneuver spacecraft safely in near-weightless conditions. The first human to fly, the Soviet Air Force pilot Yuri Gagarin, simply orbited the planet and didnt really control his spacecraft. The first American to fly to space, Alan Shepard, did a 15-minute sub-orbital flight that NASA used as its first test of sending a person to space. Shepard flew as part of Project Mercury, which sent seven men to space: Shepard, Virgil I. Gus Grissom, John Glenn, Scott Carpenter, Wally Schirra, and Gordon Cooper. Developing Project Gemini As astronauts were doing the Project Mercury flights, NASA started the next phase of the race to the Moon missions. It was called the  Gemini Program, named for the constellation Gemini (the Twins). Each capsule would carry two astronauts to space. Gemini began development in 1961 and ran through 1966. During each Gemini flight, astronauts performed orbital rendezvous maneuvers, learned to dock with another spacecraft, and did spacewalks. All these tasks  were necessary to learn since they would be required for the Apollo missions to the Moon. The first steps were to design the Gemini capsule, done by a team at NASAs manned spaceflight center in Houston. The team included the astronaut Gus Grissom, who had flown in Project Mercury. The capsule was built by McDonnell Aircraft, and the launch vehicle was a Titan II missile.   The Gemini Project The goals of the Gemini Program were complex. NASA wanted astronauts to go to space and learn more about what they could do there, how long they could endure in orbit (or in transit to the Moon), and how to control their spacecraft. Because the lunar missions would use two spacecraft, it was important for the astronauts to learn to control and maneuver them, and when required, dock them together while both were moving. In addition, conditions might require an astronaut to work outside the spacecraft, so, the program trained them to do spacewalks (also called extravehicular activity). Certainly, they would be walking on the Moon, so learning safe methods of leaving the spacecraft and re-entering it was important. Finally, the agency needed to learn how to bring the astronauts safely home. Learning to Work in Space Living and working in space is not the same as training on the ground. While astronauts did use trainer capsules to learn the cockpit layouts, perform sea landings, and do other training programs, they were working in a one-gravity environment. To work in space, you have to go there, to learn what its like to practice in a microgravity environment. There, motions we take for granted on Earth produce very different results, and the human body also has very specific reactions while in space. Each Gemini flight allowed the astronauts to train their bodies to work most efficiently in space, in the capsule as well as outside it during spacewalks. They also spent many hours learning how to maneuver their spacecraft. On the downside, they also learned more about space sickness (which nearly everyone gets, but it passes fairly quickly). In addition, the length of some of the missions (up to a week), allowed NASA to observe any medical changes that long-term flights might induce in an astrona uts body. The Gemini Flights The first test flight of the Gemini program didnt carry a crew to space; it was a chance to put a spacecraft into orbit to make sure it would actually work there. The next ten flights carried two-man crews who practiced docking, maneuvering, spacewalks, and long-term flights. The Gemini astronauts were: Gus Grissom, John Young, Michael McDivitt, Edward White, Gordon Cooper, Peter Contrad, Frank Borman, James Lovell, Wally Schirra, Thomas Stafford, Neil Armstrong, Dave Scott, Eugene Cernan, Michael Collins, and Buzz Aldrin. Many of these same men went on to fly on Project Apollo. The Gemini Legacy The Gemini Project was spectacularly successful even as it was a challenging training experience. Without it, the U.S. and NASA would not have been able to send people to the Moon and the July 16, 1969 lunar landing would not have been possible. Of the astronauts who participated, nine are still alive. Their capsules are on display in museums across the United States, including the National Air and Space Museum in Washington, D.C., the Kansas Cosmosphere in Hutchinson, KS, the California Museum of Science in Los Angeles, the Adler Planetarium in Chicago, IL, the Air Force Space and Missile Museum at Cape Canaveral, FL, the Grissom Memorial in Mitchell, IN, the Oklahoma History Center in Oklahoma City, OK, the Armstrong Museum in Wapakoneta, OH, and the Kennedy Space Center in Florida. Each of these places, plus a number of other museums that have Gemini training capsules on display, offer the public a chance to see some of the nations early space hardware and learn more about the pro jects place in space history.