Law and Social Work in the United Kingdom Essay

Law and Social Work in the United Kingdom - Essay Example Also, this Act is especially in favour of service users in need of assistance from government agencies, since there is no question they must give consideration to individual rights, especially when certain decisions are not always the individuals to make. Agencies and workers affected by this change would be those in public positions such as: In social work there has often been a lack of understanding of the service users predicaments. This revision of the Human Rights Act insures that all people will be treated with fairness and respect that is due to any person. The main issue is making those in public service positions aware that there are some rights that are pertinent in considering and they are protected by law. Other aspects that social work is affected by, through this new act is the assurance they must give to clients that their right to privacy will be strictly upheld. Although it is a natural fact that social workers do have to ask questions in regards to the client's personal information, this does not mean they can share that information with outside sources (The Liberty Guide to Human Rights 2005). In Article 8, there is a special notation which guarantee's this right to respect privacy of the individual. Previously, there had not been an exception for this, but now, there is generalized protection availabl e to honour and respect the person's personal and family life unless there is a legitimate reason to acquire this information. If there is a necessity to inquire into these areas of a persons life then they must follow the established guidelines set forth, such as in the outline below. They must be in accordance with law It must remain within the interests of the legitimate objectives identified in Article 8 (2) It must show the necessary reason in a democratic society (The Liberty Guide to Human Rights 2005). Also, there are sometimes legitimate reasons and pertinent objectives to be gained for requesting more personal information from the individual by the social worker. There are many instances where the client divulging the information is within his or her best interest. The objectives that Article 8 stipulates are acceptable in seeking or sharing confidential information are as follows: Acting in the interests of National Security, public safety, or the economic well being of the country Acting for the prevention of disorder or crime Acting for the protection of health or morals Acting for the protection of the rights and freedoms of others (The Liberty Guide to Human Rights 2005) There is an unquestionable duty now, by public authorities to act within the stipulations of the new Human Rights Act but there are still instances when it seems these rights are being neglected or ignored. Therefore, there are a variety of other common laws that have been laid out as well to insure there is not an invasion of these rights. The piecemeal protection is one of these laws intertwined in common law practice to insure the rights that are endowed. Public authorities, including those in social work,

Terrorism Assignment Essay Example | Topics and Well Written Essays - 1000 words

Terrorism Assignment - Essay Example Al Qaeda has, despite its being weakened through the efforts of the United States and its allies, still has the ability to target a diverse number of locations all over the world, and these mainly tend to be American interests. One of the reasons why al Qaeda has continued to survive and remain a threat to America is because of the sectarian divisions in the Middle East (Poole, 2010), which has made it easier for it to gain some political support from some prominent members of government who sympathize with them. This has ensured that members of the organization have safe places where they can operate without any interference from their respective government. It can be suggested that the presence of external forces in the Middle East, such as NATO’s military presence, have helped strengthen the organization because the former is seen as an invading force targeting Muslims instead of terrorists. Furthermore, the power vacuum left from the ousting of Saddam Hussein in Iraq ensur ed that the presence of Al Qaeda was expanded to this country. The fact that al Qaeda is still a threat to the United States has called to question its ability to protect its civilians from any potential attacks from this organization especially after the catastrophe in 2001. The security posture of the United States before the September 11 attacks is very different from the one which came after these attacks. Before these attacks, the federal government played an extremely restricted role in the internal security of the nation and most of the security matters were left in the hands of the state and local governments. Since the responsibility for internal security was left to the latter, one would surmise that they concentrated more on the domestic threat than on any potential one from outside the United States (Borch, 2003). In addition to this, most of the security agencies at the federal level were not on a high alert for any foreign attacks on the United States because such threats were considered to be non-existent. All these changed after the attacks as the United States moved to swiftly secure itself from the new external threat, al Qaeda (Chau, 2008). The activation of the American security apparatus has worked well towards ensuring that no furthe r attacks on the United States on the same scale as September 2001 have yet to occur again. The intelligence services, which once jealously guarded their jurisdictions from each other have seen an unprecedented level of cooperation between them, and these has been facilitated by the development of fusion centers as points through which they have come to share intelligence. The fact that these agencies are now sharing information, has ensured that they have become more effective in their fight against al Qaeda both at a local and international level and many potential strikes by this organization have been pre-empted (Sales, 2010). The American military has bases all over the world in allied countries and these have been put in place to protect American interests in these respective regions. Among the most prominent military bases can be found in the Middle East where they have been continuously used to fight terrorism in this region (Crook, 2006). The military has been an effective tool in dealing with the threat to the United States from al Qaeda. One of the most notable acts of the military was when Navy Seals attacked and killed the former al Qaeda leader, Osama bin Laden, dealing a massive blow to the terrorist organization (Soherwordi et al, 2011). Furthermore, the military has used drones to strike at specific targets within al Qaeda who have been found to be a threat to the national security of the United States. Because of this drone strikes (Hudson, et al, 2012), many prominent al Qaeda leaders have been

Genetically Modified Foods Essay Example for Free

Genetically Modified Foods Essay Introduction The world is slowly running out of food. Impoverished people have nowhere to turn. Biotechnology researchers think they have found a way to reverse the world famine. This way is through genetically modified foods which are foods that come from genetically engineered organisms. Examples of such organisms are sheep, cows, and fish. However, since it is a new invention, it is being met with harsh and legitimate concerns. While it may help the world’s food crisis, it may also do that at the expense of human health. Moreover, In the 90’s in the USA, the Food and Drug Administration decided that genetically modified food was safe and did not require special regulation. They stated that is was, â€Å"not inherently dangerous. † (FDA, 1998). This allowed genetically modified food such as soybean oils and tomatoes to enter the market. There are lots of ideas about the GMF. Some scientists say that it is no harmful affects of GMF and it may be a solution for scarcity of food and even it is healthy. However, some others say that GMFs are dangerous for public health. And It can damage biodiversity. Genetically modified foods may be a good solition to increase the amount of food. The problem is there are lots of people go to sleep hungry everyday and the number of hungry people is getting bigger. And International Food Policy Research Institute state there are â€Å"120 devoloping countries† which are very close to limit of hunger and â€Å"57 of which with a serious or worse hunger situation. †(Global Hunger Index, 7) The reason of this hunger is there is not enough food to feed them and because the world population is getting higher but the areas which use in farming are getting smaller. Farmers could not find suitable area to plant their crops. That is why, They have to find a different solution to be productive. Conko argues that biotech agriculture is the method by which we can increase agricultural productivity without resorting to increases in harmful chemical fertilizers, herbicides, and pesticides. In the Genetic Modification it says that genetic modification provides a means to confer resistance to broad-spectrum herbicides into crops where current weed control is considered difficult. In this way, farmers can be more productive and they can get more product on their fields. â€Å"In the United States, in 2002 about 5. 5 million farmers in 145 nations were planting more than 145 million acres worth of GM crops. † (Conko) On the other hand, genetically modified herbicide tolerant crops might have a negative impact on biodiversity. Genetically Modified crops have an impact on birds and insect. A crop plant modified to be toxic to insect pests can have a direct harmful effect on non-target insects if they eat the plant. It can also have an indirect effect by reducing the insects that are a food source for other wildlife, such as farmland birds. Genetically Modified crops that are tolerant to herbicides could also lead to a reduction in weed populations that act as refuges for beneficial insects, and those that are eaten by birds. This process takes time because of this GM crops evaluate as a good solution but it can destroy the biological diversity. And US conservation organization Royal Society,founded in London In 1660 is a learned society for science, support it. They state that the likelihood of the spread of Genetically modified into the wild populations, the risk of superweeds being produced, the impact Genetically modified introductions might have on the colonies of micro organisms living in the soil and how such risks can be assesed and analysed. Also John Innes Centre, Founded in England is an independent centre for research and training in plant and microbial science, state that Monarch butterfly larvae fed only on leaves covered in pollen from Bt corn grew more slowly and suffered higher death rates and pink bollworm fed on cotton producing the Bt toxin. Aphids fed on Genetically Modified potatoes producing a different toxin were also reported to have a harmful effect on ladybirds feeding on the aphids. Genetically Modified crops can be beneficial for health in terms of their food value. Foods include lots of vitamins which are necessary to our body. In early days, our foods were full of vitamins, proteins, carbohydrate and they were occupied with value. However, now there are not enough foods which are full of value. Because there are lots of environmental factors like global warming which causes to summers takes long time, and scarcity of water, and also some pests. These factors effect the crops and farmers have to use pesticide and this cause to decrease food value. And it leads lots of health problems. And the one of the most important health problem is Vitamin A deficiency. This is the cause of at least â€Å"1 million childhood deaths† each year and is â€Å"considered the single most serious cause of blindness amongst children† in the developing countries. â€Å"A possible solution to this problem is the genetic modification of rice. † ( Potrykus, quoted inGenetic Modification) Although GM foods are benefical for the food value, in some circumstances, it can be very harmful for human health. Without too much control eating genetically modified food can be dangerous and it can lead lots of diseases like Eosonophil Myalgia Syndrome. In this debate, the Physicians and Scientists for Responsible Application of Science and Technology, is a website to educate the general public about genetic engineering in general and foods, revealed that After eating a food supplement produced by genetically engineered bacteria, â€Å"37 persons were killed 1500 people were permanently disabled† in the US in a disease called Eosonophil Myalgia Syndrome. It was caused by one or more extremely poisonous substances that unexpectdedly appeared in this food supplement. This accident confirms the predictions of molecular biologists that genetic engineering can cause the appearance of dangerous unexpected substances. As a Conclusion, there are lots of arguments in the GMF. Maybe It can be a solution for lots of problems, maybe it can be invention of the this century. I think, however, without too much researching about GMF we cannot use it to gain profit. Because human health is important than anything. We have to more careful. In the future, After very deep research about the GMF, we can solve the sustanibility problem. Works cited Chapter 8: Genetic Modification. Agricultural Pollution. 193-211. n. p. : Taylor Francis Ltd / Books, 2002. Environment Complete. Web. 20 Mar. 2013. Genetically Modified Plants and the Environment. Royal Society Submission to the Governments GM Science Rewiev. The Royal Society, 1 May 2003. Web. 31 Mar 2013. http://royalsociety. org/uploadedFiles/Royal_Society_Content/policy/publications/2003/9827-Environment. pdf. New evidence indicate that genetic engineering was the cause. Most important news. PSRAST, 06 Jan 2007. Web. 31 Mar 2013. http://www. psrast. org/demsd. htm. U S Food and Drug Administration Home Page. Web. Conko, G. The benefits of biotech: as the world’s population grows, environmental stewardship will require science to find ways to produce more food on less land. Regulation, 26(1), pp. 20-25. Print. Spring 2003. Ringler, Claudia ,Rosegrant, Mark W. , Olofinbiyi, Tolulope, Wiesmann, Doris, Fritschel, Heidi, Badiane, Ousmane, Torero, Maximo, Yohannes, Yisehac, Thompson, Jennifer, von Oppeln, Constanze, Rahall, Joseph, Von Grebmer, Klaus, Claudia, Ringler Global Hunger Index. International Food Policy Research Institute (IFPRI), 2012. Print. Impact of growing GM crops on biodiversity. John Innes Centre. Norwich Research Park, n. d. Web. 18 Apr 2013.

E-Commerce Analysis: Online Ticket Purchasing

E-Commerce Analysis: Online Ticket Purchasing CHAPTER ONE: INTRODUCTION 1.1 INTRODUCTION This chapter presents the background of the research study. It starts by providing an overview of Electronic Commerce, customer satisfaction and service quality, followed by an outline of the current situation concerning â€Å"Online Ticket Purchasing† in Kuwait. The problem of the study is then defined, highlighting the research the study seeks to investigate and its significance alongside the research objectives, questions and methodology used to achieve these desired objectives. The research limitations are then explored and the chapter concludes with an outline of the thesis structure. 1.2 OVERVIEW Unprecedented advances in Information Technology in recent decades, alongside evolving business environments have seen the emergence of Electronic Commerce (E-commerce) as a major economic force. With the increasing number of Internet users and rapid development of network technologies, e-commerce is perceived as an essential application of the computer and communication technologies (Manvi and Venkataram, 2005 cited by Zhang and Tang, 2006). As observed by Gunasekaran and Ngai (2005) e-commerce enhances communication channels and provides a virtual interactive environment where the suppliers and customers can exchange information and products. Moreover, it improves the communications between partners along the value chain and offers an integrated business model by which companies can be more responsive and flexible to the changing markets and customers requirements (Zhang and Tang, 2006). E- commerce therefore replaces or enhances the traditional market channels by opening web-based storefronts, which is known as â€Å"business to customer e-commerce†. Firms present their products and services on the web and generate revenue from the sales of those products and services to their customers (Molla and Licker, 2001). According to Khalifa and Liu (2003) there has been considerable growth of internet based services, both from internet businesses and from traditional companies developing online services. The technology of e-commerce identifies what can be offered to customers, but only customers determine which of those technologies will be accepted (Lin, 2003). As Jamal (2004) has argued, in the last forty years the issue of customer satisfaction has been one of the most important theoretical as well as practical issues for most marketers and customer research. Satisfaction is significant in the success or failure of any business depending on the performance of the perceived service, if the perceived performance is less than customer expectation the customer will be dissatisfied; whereas, if the perceived performance exceeds their expectations then customers will be satisfied. Many researchers agree satisfaction is an attitude or evaluation that is formed by the customer comparing their pre-purchase expectations of what they would receive from the product to their subjective perceptions of the performance they actually experience (Oliver, 1980). Numerous studies on service quality and customer satisfaction present service quality and customer satisfaction as conceptually distinct, but closely related constructs. Satisfaction is defined as the degree of discrepancy between customers normative expectations for the service and their perception of the service performance (Parasuraman et al., 1994; Dabholkar, 1996). Different researchers such as Gronroos (1983) and Parasuraman et al. (1985) have tried to identify features of service more related to quality assessments. The most common measure reveals ten dimensions of service quality: tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer and access. These were then filtered to 5 dimensions and based on these 5 items a measurement tool for service quality was devised known as SERVQUAL (PUT SOURCE HERE!!!). While Yang (2001) highlighted the rapid growth of online retailing with broadening experiences of consumers online shopping, Santos (2003) believes that e-service quality can increase attractiveness, hit rate, customer retention, stickiness and positive word of mouth. It can also maximize competitive advantages of e-commerce. Numerous researchers have the discussed the dimensions of e-service quality including Cox and Dale (2001), Madu and Madu (2002), Parasuraman (2002), Yang et al. (2003), Parasuraman et al. (2004) and Lee and Lin (2005), yet online retailers appear to fail due to poor quality services provided to their customers. For that reason online service quality is significant for two reasons: (1) it influences customers satisfactions and intentions to shop online and (2) e-service quality plays a major role in attracting potential customers (Cai and Jun, 2003). Zeithaml (2002) points out online companies should focus on all elements of e-service quality before, during and a fter the transaction, as e-service quality is the extent to which a website facilitates efficient and effective shopping, purchase and delivery. 1.2.1 E-Service Quality and Customer Satisfaction Customer satisfaction is a critical element in the success or failure of any business. Web customer satisfaction has been emphasized as crucial by the rising demand for long-term profitability of dotcom companies and traditional companies that are â€Å"Net enhanced† (Pather, Erwin and Remenyi, 2002). An understanding of the factors that influence web customer satisfaction is vital for e-commerce. Satisfaction is a result of an effective evaluation, where some comparison standard is compared to the actually perceived performance. If the perceived performance is less than expected, customers will be dissatisfied. In contrast, if the perceived performance exceeds expectations, customer will be satisfied (Lin, 2003). A broad idea of traditional service quality might not be enough to build the e-service quality dimension, hence amending several variables is important. Santos (2003) discussed the e-service quality dimensions of, ease of use, web-appearance, linkage, structure and layout, content as the incubative dimensions; reliability, efficiency, support, communication, security, and incentive as active dimensions. This paper focuses on achieving a measurement of the service quality of the Jazeera Airways Website as perceived by their passengers, using a conceptual model of e-service quality developed by Santos (2003). 1.3 ONLINE TICKETING Electronic ticketing over the Internet facilitates the buying or reservation of tickets online, by making the process more easily accessible and convenient. Through these services tickets may be purchased from any location and at any time, provided an Internet connection exists. The tickets are ordered from a web site that provides both ticket information and the purchasing or reservation service. Internet booking or online ticketing concentrates on providing a helpful and efficient service to clients. Firms who sell travel tickets, performing arts, game tickets, concerts, movies and many other activities have notably embraced the online ticketing system according to Burford (1998). Convenience is a main advantage of buying tickets via the internet as the service is available at any geographical location, including ones home via laptop and cellular phone and at any time or day. Electronic ticket services have a further advantage by providing relevant information along with the service. This can help purchasing decisions and may encourage future usage (Burford, 1998). Another feature is that apart from maintenance and data updates, no manpower is necessary to offer the service once it has been established. The process of recording the transactions is more automated and overheads are reduced. An essential point is that ticket providers while providing a convenient service are thereby improving their public image and encouraging return customers (Burford, 1998). A number of countries across the globe are already benefiting from electronic ticketing including the U.S.A., Canada, Australia, New Zealand, Great Britain and France. In fact the U.S.A. it has 80% market p enetration, while in Europe it is approximately 40% and in the U.S.A. more than $350 million dollars in event tickets were sold online during 2000 increasing to $3.9 billion in 2004 (Bhatia, 2004). 1.3.1 Online Services and E-Ticketing in Kuwait The internet is a technology with many properties with the potential to transform the competitive landscape in many industries while at the same time creating completely new industries (Afuah and Tucci, 2003). The revolution of the internet continues to excel leading to rapid changes in many fields, at an overwhelming speed. In Kuwait, prior to 1990 internet usage was limited to electronic mail and minor services, however in 1992 a decision was made by the Ministry of Communication to facilitate the public data network. In the same year the National Science Foundation agreed to extend the Internet to Kuwait at a time when it was only available for US institutions and some selected institutions overseas. In recent years with the support of the Kuwaiti government for IT plans, practical steps have been taken in this field with the possibility of payment for mobiles and traffic tickets via the internet and the sale of online airlines tickets for the first time. These advances indicate the growth and development in the IT field in Kuwait as a whole. In 1943, the oil boom opened a new chapter in the modern history of Kuwait as The Kuwait Oil Company Limited (KOC) was founded. By 1947-1948 KOC developed the new Al-Nugra (Al-Mayass) Airport, located in the Nuzha district, operating in daylight only, with airlines opening offices in Kuwait City to handle ticketing and cargo operations for the Arab expatriate community. By 1954, the Kuwaiti National Airlines Company celebrated the arrival of the first airplane, which was called â€Å"Kazma† (http://www.da.gov.kw). The worldwide revolution of low-cost carriers (LCCs) started successfully with Pacific Southwest Airlinesin the United States, which pioneered the concept in 1949. Notable successes which have followed are Irelands Ryanair, which began low-fares operations in 1990, and EasyJet, formed in 1995. These low cost carriers then developed in Asia and Oceania from 2000 led by operators such as Malaysias AirAsia, Indias Air Deccanand Australias Virgin Blue. The low-cost carrier model is applicable worldwide, although deregulated markets are most suited for its rapid spread. In 2006, new LCCs were announced in Saudi Arabia and Mexico (http://www.absoluteastronomy.com). On September 12, 2005 Jazeera Airways owned by Marwan Boodai, Chairman and CEO, announced its first flights were open for booking. Jazeera Airways is the first privately owned airline in the Middle East, established in Kuwait. It offers passengers ticketless flights to Dubai, Lebanon, Damascus, Amman and Bahrain via the web, by phone, SMS or through travel agents (www.jazeeraairways.com). Breaking away from out-dated business models by developing a new model tasked with raising operational efficiency requires incorporating the latest revenue management procedures into the company and installing state-of-the-art technologies. This will ultimately enable travelers to become more independent in their bookings and payment. With tickets sold through a website as the main distribution channel, online booking is a very efficient distribution method for airlines. It reduces the number of back office staff and reduces the payment cycle. Jazeera Airways has worked hard to entice travelers to book through its website by making it the cheapest method to purchase tickets. Many promotional offers made by the company are available only to travelers who book online, therefore Jazeera Airways strategy is rewarding travelers who book online (www.jazerraairways.com) 1.4 PROBLEM DEFINITION Understanding customers requirements is vital to any business enterprise in order for it to remain competitive. Customer satisfaction is of great interest since it has a direct effect on customer retention, loyalty and the prospect of new customers. Retention is a major challenge, as customers can easily switch from one service provider to another considering the internet can facilitate easy access to a wide variety of choices with lesser cost. Acquiring new customers may involve significant cost on the part of the company in terms of marketing, advertising and promotion. Hence it is important to understand the determinants of customer satisfaction and assess the current experience of the customer in order to improve services. Customer satisfaction is a major issue of Jazeera Airways and good online service quality is a key factor that will determine in the long term, whether it will succeed or fail in retaining existing customers and attracting new ones. Due to rapid technological advancements in the marketplace Jazeera Airways maintains a close relationship with their customers, as their expectations and perceptions of online service quality may change. This research will therefore be conducted on Jazeera Airways, the first low cost airline in Kuwait. Jazeera Airways offers online ticketing in its website as the main distribution channel. Therefore it is important to take into account the quality of its website and to pay more attention to customer evaluation of the service given. Customers want to make their own bookings in their own time without depending on middlemen; as a result it is necessary that online service quality determinants lead to satisfaction. Dissatisfied travelers may perceive one of the following: Web sites do not seem to have many of the very basic features that experts consider important in forming relationship with customers. Service providers undervalue the attributes that customers use to judge service quality that should be monitored and enhanced to help the service performance. There are other variables of the online service quality that affect the overall travelers satisfaction. Therefore this research aims to address such problematic issues by researching the relevant factors including current opinion of the airline users. 1.5 RESEARCH OBJECTIVES As this research study aims to examine the customer satisfaction of the service of Jazeera Airways in online ticketing through the quality delivered through its website, its main objectives are as follows: To assess the perception of each service of Jazeeras e-service Quality dimensions. To evaluate consumer satisfaction towards e-service quality for online service quality within Jazeera. To determine the important dimensions leading to satisfaction when purchasing online tickets within Jazeera. 1.6 RESEARCH QUESTIONS In order to fulfill the objectives of this study, the following questions need to be addressed: What key incubative dimensions do online customers perceive as important for their e-service quality? What key active dimensions do online customers perceive as important for their e-service quality? What are the most influential online service quality dimensions of the website as perceived by respondents with a high level of customers satisfaction in the Jazeera Airways website? What are the most influential online service quality dimensions of Jazeera Airways contributing to customer satisfaction when examining the Jazeera Airways website? Are the different socio-demographic variables involved perceiving e-service quality and satisfaction in the same way or differently? 1.7 Research Methodology This research is considered deductive, quantitative, descriptive, explanatory, and exploratory to some extent type of study. The research follows the survey strategy approach and consists of 67 questions composed of a two page questionnaire distributed to the target sample in Kuwait. Data was collected using Arabic and English questionnaires, from a sample size of X passengers who booked online through Jazeeras website. The questionnaire consists of four sections (A, B, C, D). Section A solicits demographic information. Section B evaluates Jazeeras Airways e-service quality using an adapted Santos (2003) model. Section C measures the level of customer satisfaction. Statements of Section B and C are scaled using a Likert type scale from 1 to 5. Section D collects information added by customers that will add value to the research. 1.8 RESEARCH LIMITATIONS Throughout this research conducted in Kuwait regarding Jazeera Airways website service quality a number of limitations were noted as follows: The thesis investigates the customer satisfaction of Jazeeras Airways website service quality and does not include the companys perspective/point of view; therefore the study is limited in its scope to customers and not employees or managers. The study does not include product quality, price, situational factors, personal factors, and other services provided by Jazeera Airways. Using a quantitative approach only towards addressing the research problems, a qualitative approach is lacking. The research scope is limited as it assesses Jazeera online service â€Å"e-ticketing† excluding airport customer services such as check in, luggage, lounge and on board services. There is limited relevant literature concerning service quality in the airline industry in Kuwait and the region, therefore there are no previous findings or frameworks to consult. 1.9 THESIS STRUCTURE This study is composed of five main chapters. Chapter One presents the background details of the selected research area and the experience in Kuwait, followed by the problem definition, the research objectives and questions, the methodology, the studys limitations and the thesis structure. Chapter Two discusses related theories, concepts and models providing a comprehensive review and an insight into the subject area as a whole, followed by an explanation of the research to the country of Kuwait. Chapter Three describes the methodology, research design and techniques used in the collection and analysis of the data. Chapter Four presents the gathered data, their interpretation and analysis. Chapter Five looks at the findings, assessing whether they satisfy the research questions and objectives to draw conclusions from the results. Based on these conclusions, recommendations for management are provided with further suggestions for future research. CHAPTER TWO: LITERATURE REVIEW 2.1 INTRODUCTION In this chapter a comprehensive review of available related literature is made concerning website service quality and customer satisfaction. In the process various concepts, models and theories covering customer satisfaction, determinants of customer satisfaction, the relationship between online service quality and satisfaction and online service quality dimensions are presented and explored to give the study a wide ranging theoretical basis. In addition the relevance of the research to the country of Kuwait is also addressed. 2.2 CUSTOMER SATISFACTION 2.2.1 Definition of Customer Satisfaction Oliver (1980) explains satisfaction as the summary of a psychological state resulting when the emotion surrounding disconfirmed expectations is coupled with a consumers prior feelings about the consumer experience. In other words, satisfaction is an attitude or appraisal that is created by the customer comparing their pre-purchase expectations of what they would receive from the product or service to their subjective perceptions of the performance they actually did receive. Customer satisfaction has become a key intermediary objective in service operations, because of the benefits it conveys to organizations (Ranaweera and Prabhu, 2003). The importance of customer satisfaction results from the generally accepted philosophy that for a business to be successful and profitable, it must satisfy customers (Shin and Elliott, 2001). While many authors have described satisfaction using various definitions, Table 2.1 presents a few notable explanations of customer satisfaction. Table 2.1 Definition of Customer Satisfaction Definition Author Customer satisfaction is a collective outcome of perception, evaluation and psychological reactions to the consumption experience with a product/service. Yi (1990) Satisfaction is function of consumers belief that he or she was treated fairly. Hunt (1991) Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectation. Kotler et al. (2000) Source: Research based From the above table we understand that satisfaction is the consumers evaluation of the product and service that meet their needs and expectations. According to Parker and Mathews (2001) there are two main interpretations of satisfaction; satisfaction as a process and satisfaction as an outcome. Whereas Gustafsson (2005) argues satisfaction has a strong positive effect on customer loyalty intentions across a wide range of product and service categories. 2.2.2 Determinants of Customer Satisfaction Zeithaml et al. (2005) argued that satisfaction, as shown in 2.1, is influenced by service quality perception, product quality, and price as well as situational and personal factors. Economists differentiate between two categories of properties of consumer products; search qualities and experience qualities. With search qualities consumers determine before purchasing a product like color, style, price, fit, feel, hardness and smell. Experience qualities, are hard to determine; as a result it can be evaluated after the purchase and until the service is received like vacations and restaurant meals (Zeithaml et al., 2005). Keaveney (1995)ppp.jpg point out that a main reason leading to customers switching services is price, as customers, based on prior experience with the service provider, sometimes felt cheated and believed that price increases were unfair or even deceptive. According to (Zeithaml et al., 2005) comparing the price relative to value and state, research reveals that customers of services will make trade-offs among different service features such as price level versus quality. A number of customers, for example, view price as an important element for their satisfaction more than quality. Perceived service quality is only one factor of customer satisfaction (Zeithaml et al., 2005). Consequently to achieve a high level of customer satisfaction, most researchers suggest that a high level of service quality should be delivered by the service provider as service quality is normally considered an antecedent of customer satisfaction (Cronin et al. 2000). Zeithaml et al. (2005) described a consumers emotional state as a personal factor. Satisfaction will vary due to customers biographical characteristics such as age, gender, education, ethnicity and income (Gilbert and Veloutsou, 2006;Van Pham and Simpson, 2006). Customers take partial responsibility for outcomes and describe those negative feelings that influence how a consumer responds to services, causing a person to overreact negatively to the slightest problem (Zeithaml et al., 2005). Situational factors can notably influence purchase decisions such as social environment, physical environment of the purchase place, time influence and the previous states (Vysekalovà ¡, 2004; Nagyovà ¡, 2001). 2.3 The Evidence of Service (3Ps) Services are intangible; therefore customers are searching for evidence of service in every interaction they have with the organization. The three major factors of service experienced by customers are: people, process, and physical evidence. Together these elements are considered as an evidence of the service. Each evidence or subset is present in each service 2.2. Firms should essentially manage the service quality that will lead to satisfying their customers (Bitner, 1993). 2.4 SERVICE QUALITY Numerous researchers have defined service quality their own ways, including Bitner, Booms and Mohr (1994) who described service quality as the consumers overall impression of the relative inferiority / superiority of the organization and its services. Perceived service quality is only one component of customer satisfaction (Zeithaml et al., 2005). According to Parasuraman et al. (1994) service quality is defined as, the degree of discrepancy between customers normative expectations for the service and their perception of the service performance. Gronroos (1982) stated that total service quality is customers perception of difference between expected service and perceived service. Afterward in 1984, he then explained service quality of the service encounter as two different dimensions: one is technical or output quality and the other functional or process quality. Therefore, service quality has become a well-liked area of academic investigation, recognized as a major factor in differentiating service products and gaining competitive advantage (Zeithaml et al., 1996). Table 2.2 presents the concept of service quality from varied authors viewpoints who combined suggest we can understand that meeting the need and requirements and achieving customers expectations depends on delivering the best level of service quality. Notably with time, service quality takes place before and leads to overall customer satisfaction Table 2.2 Definition of Customer Satisfaction Definition Author Service quality as the subjective comparison that customers make between the quality of the service that they want to receive and what they actually get. Gefan (2002) Service quality can be defined as â€Å"the difference between customers expectations for service performance prior to the service encounter and their perceptions of the service received†. Asubonteng et al. (1996) Service quality is determined by the differences between customers expectations of services providers performance and their evaluation of the services they received. Parasuraman et al. (1985,1988) Source: Research based Gilbert and Veloutsou (2006) determined different approaches to measure customer satisfaction, varying between measuring expectations relative to perception or measuring the performance aspect only, without relating it to the desired level of service. Service quality has been found to be an important input to customers satisfaction (Caruana, 2002). 2.4.2 Dimensions of Service Quality Service quality has been the focus of increased study in recent years as many researchers have tried to reveal features of services that significantly relate to quality evaluation in traditional service environments. In 2001 Brady and Cronin presented a model consisting of interaction quality, physical environment quality, and outcome quality. These dimensions draw on, among others, the work of Gronroos (1982) and Rust and Oliver (1994) who suggest that exploring both what is delivered (Gronroos technical quality) and how it is delivered (Gronroos functional quality) are important aspects of service quality. Table 2.3 Dimensions of Service Quality Quality Requirement Description Reliability Reliability Consistency of service/ dependability, i.e. the ability to provide the service on time, accurately and dependably Responsiveness Responsiveness Willingness/readiness of employees, i.e. the ability to deal effectively with complaints and promptness of services Assurance Credibility The extent to which the service is believed and trusted; involves honesty, trustworthiness and believability Courtesy The politeness, respect, consideration and friendliness shown to the customers by the contact personnel Security The freedom from danger, risk and doubt Competence The possession of staff of the necessary skill, knowledge and information to perform the service effectively Empathy Access The ease of approachability and contact Communication Listening to customer and keeping them informed about the service Understanding the customer Trying to understand the customers needs and specific requirements Tangibles Tangibles Appearance of personnel and condition of equipment Source: Parasuraman et al. (1985); Ghobadian et al. (1994); Curry and Herbert (1998) A most widely used and accepted study done on service quality is by Parasuraman et al. (1985). Having developed ten dimensions through focus group studies: tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer, and access. These ten dimensions were then filtered and extracted to five: tangibles, reliability, responsibility, assurance, and empathy, which constitute the basis of a global measurement for service quality, SERVQUAL (Parasuraman et al., 1988). Based on these five dimensions researchers presented a 22-item service quality scale and on an operational level service quality research has been dominated by the SERVQUAL (Parasuraman et al., 1985; Curry and Herbert, 1998). Table 2.3 presents a description of the service quality dimensions. 2.4.3 Relationship between Customer Satisfaction and Service Quality Service quality has been found to be an important input to customer satisfaction (Caruana and Malta, 2002). Cronin and Taylor (1992) examined the causal relationships between service quality, customer satisfaction, and purchase intention. The results suggested that service quality was an antecedent of consumer satisfaction, service quality had less effect on purchase intentions than did consumer satisfaction, and consumer satisfaction had a significant effect on purchase intentions. Customer satisfaction had a stronger effect on behavioral intentions than service quality did (Dabholkar et al., 2000). As a process in time, service quality takes place before, and leads to overall customer satisfaction. Customers loyalty was affected by product quality, service quality, and retailer image. They also suggested that quality of product and service is directly related to customer satisfaction, and then leads to the loyalty of the customer (Cà ¶ner and Gà ¼ngà ¶r, 2002). Based on empirica l findings in service quality and satisfaction literature, service quality is one of the antecedents of satisfaction (Anderson and Sullivan, 1993; Cronin and Taylor, 1992), and loyalty is one of the consequences of satisfaction. Luarn and Lin (2004) indicated that not only customer satisfaction and perceived value directly affected customer loyalty, but also indirectly affected customer loyalty through commitment. 2.5 THE ROLE OF TECHNOLOGY IN SERVING CUSTOMERS According to Parasuraman (2000), delivering excellent customer service is vital in case customers have to serve themselves by technology-based systems. With quick penetration of technology-based customer-company interfaces such as online banking and e-commerce, employee-delivered service is being replaced by self-service, reducing the need for face-to-face encounters between customers and company personnel. However, this fundamental shift does not mean that companies can afford to ignore customer service. Development of self-service technologies need to emphasize customer service to ensure the customer-technology interface is user-friendly, putting in place an excellent customer-service infrastructure (including properly tr

Offensive Speech Should be Allowed -- Freedom of Speech

There seems to be an internal desire for freedom within the soul of every man. Men realize that freedom is something basic, and to rob a man of his freedom is to take from him the essential basis of his manhood. The words of Dr. Martin Luther King Jr., spoken forty-three years ago, capture the spirit of the American dream. Since its conception, the United States of America has been the universal symbol for freedom and hope. The five most fundamental freedoms cherished by every citizen are granted in the First Amendment to the Constitution. Among them, Americans treasure the right to freedom of speech above all others. Yet, as we stand here in the birth of a new millennium, this right has become endangered. College campuses across the nation are embroiled in a heated debate over what, exactly, constitutes free speech. At the heart of the debate is the issue of hate speech, or speech that "offends, threatens, or insults" a person because of some trait such as gender or race (McMasters). Incidents of hate speech include an international student shouting racial epithets from his dorm room window (Hinds 108), complaints of email harassment (Harmon 115), and fraternity rush T-shirts depicting raci ally insulting caricatures (Frammolino 112). What is the solution to this fundamental conflict? Many people strongly advocate implementing speech codes into campus legal systems in order to control such displays. However, this is an inadequate and superficial response to a much deeper issue. College campuses should not regulate hate speech because such regulations violate our constitutional rights, no practical definition of hate speech exists, and there is no way to enforce punishment. Abridging freedom of speech on college campuses banda... ...t Austin. "Sexual Harassment of Students by Faculty and Staff." Writing the World. Ed. Charles R. Cooper and Susan Peck MacDonald. New York: Bedford/St. Martins, 2000. 123-124. U.S. Supreme Court. "Beauharnais v. Illinois." Writing the World. Ed. Charles R. Cooper and Susan Peck MacDonald. New York: Bedford/St. Martins, 2000. 128-135. U.S. Supreme Court. "Chaplinsky v. New Hampshire." Writing the World. Ed. Charles R. Cooper and Susan Peck MacDonald. New York: Bedford/St. Martins, 2000. 126-128. Virginia Commonwealth University. "Rights and Prohibited Conduct." Writing the World. Ed. Charles R. Cooper and Susan Peck MacDonald. New York: Bedford/ St. Martins, 2000. 121-123. Walker, Samuel. "Hate Speech: The History of an American Controversy." Writing the World. Ed. Charles R. Cooper and Susan Peck MacDonald. New York: Bedford/ St. Martins, 2000. 135-143.

Should It Be Legal :: essays research papers

Should it be Legal?   Ã‚  Ã‚  Ã‚  Ã‚  In 1978 the state legislator of New Mexico made a law allowing physicians to prescribe marijuana to patients suffering from nausea caused by chemotherapy, much of this due to the efforts of a cancer patient by the name of Lynn Pierson. The Federal government modified the law to make it comply with IND regulations requiring a research program. The FDA also demanded many studies and required the doctors to fill out many pages of forms for every patient and documenting their progress, slowing the process to a stand still. This process of getting marijuana to the patients was taking so long that New Mexico officials considered using confiscated marijuana from the state highway patrol. In August of 1978 Lynn Pierson, who worked so hard for the legalization of marijuana, died of cancer without ever receiving legal marijuana. A few weeks later the Federal Government suspended the marijuana program. The Federal Bureau of Narcotics reasons for making marijuana illegal were that it was highly addictive and caused violent crimes. Today neither of those reasons has been backed by much data and many experts believe the opposite. According to the National Household Survey on drug abuse, more than 76 million Americans admit to trying marijuana. Along with those who value marijuana: for recreational reasons, many doctors say that it has medicinal uses as well. The government should look at these facts and consider the legalization of marijuana.   Ã‚  Ã‚  Ã‚  Ã‚  There are many arguments against the legalization of marijuana. One commonly held view is marijuana is â€Å"gateway drug† or a drug that opens the door for harder drug use such as cocaine or heroin. The Institute of Medicine disagrees, and in their 1999 report they explained that marijuana has been mistaken for a â€Å"gateway drug† in the past because patterns in adolescence drug use is strikingly regular. Because it is the most commonly used illicit drug, it is likely that it is the first illegal drug that people try. Most drug users begin with alcohol and nicotine, before they use marijuana (Joy 32).   Ã‚  Ã‚  Ã‚  Ã‚  Another complaint about marijuana is that it is a dangerous drug that causes permanent brain damage. Dr. Iversen of Oxford University says, â€Å"Cannabis does not cause structural damage to the brains of animals as some reports had claimed, nor is there evidence of long-term damage to the human brain or other than slight residual impairments in cognitive function after drug use is stopped (Woolf 24).

Business Etiquette and God

Business Etiquette and God Where Does God Fit In? Andrew Estep Liberty University Abstract This paper uses scripture from the Bible and many other credible sources to instruct the reader about the role God plays within business etiquette. The research targets business interactions from a Christian’s perspective. Many of the references used in this paper, have at some point or another, run or are running a legitimate company. The research conducted by each person comes from personal experience and other well established sources. If examined together, the writings of these authors coincide with one another and the word of God. All the research points to single thesis; God should be in the middle of our daily lives and especially our jobs. Also, in order to truly grasp the full meaning of living a Christ centered life, deeper learning and understanding is required. Tying God and etiquette together is essential for a Christian person aspiring to be a businessman or businesswoman. Within business etiquette, there lie many know how’s, why’s and what for’s. Business etiquette consists of mannerisms and ways of doing business appropriately. Without a standard of etiquette which is acceptable by all cultures and all peoples, business etiquette would become chaotic. Every group, language, and person would define their own ways, which if you are not happy with, too bad. Of course,etiquette varies slightly from one country and culture to another, but these variations are minor and if studied at a slightest bit would be easy to remember for future references. If asked, â€Å"What is business etiquette? † Most people would respond with something like this, â€Å"how to eat right, how to sit right, how to talk right, and how to dress right. This is correct to a certain extent but business etiquette requires a little more performance from an individual practicing it. If one truly wants to understand why and how etiquette is conducted, they must simply take a little more time in learning etiquette and maybe even researching the history for why things are done the way they are. Now, let us say one inquires as to how God a nd Christianity fit into business etiquette? In order to answer this inquiry, one must understand that business etiquette is a lot more intricate then the common thoughts it is associated with. Being a well mannered business person requires class and style which do not come with ease. These attributes are learned and practiced daily. Etiquette, if honest and real, can truly show a person’s heart. Real etiquette is seen from the outside and the inside of a person. Motives, thoughts, ideals, and character alike are the catalysts for the beginnings of a â€Å"type† of person. If the heart is pure, the man will be pure also, but if the heart is deceitful, so will be the man. Proverbs tells us, â€Å"A malicious man disguises himself with his lips, but in his heart he harbors deceit. Though his speech is charming, do not believe him. (New International Version, 2005)This paper will explore the different levels of doing business etiquette from a Christian perspective. A Christian is held to a higher standard, not necessarily by men, but rather by God. As a Christian, we are called to be lights in this world and to live for God’s glory so that he might be ple ased with us. C. S Lewis tells us, â€Å"For glory means good report with God, acceptance by God, response, acknowledgement, and welcome into the heart of things. †(Lewis, 2001) Since Christians are called to a higher standard, etiquette must be broken down even further and needs to include the minute details of life. These details include; rapports, money, walk with God, life perspective, choices, building a reputation and lastly our goals; not necessarily in that order. These seven categories are not the only areas involved with Christian etiquette, but rather seven of many. This paper will focus on these attributes and explain how Christianity and etiquette can be tied together in order to become Christian business etiquette. Within the human society and the world, a name is one of the most important aspects of a person, place, or thing. When speaking of a name, the prettiness of the names is not what is being discussed here, but rather what one thinks about the object or person being described. â€Å"Reputation and name are often linked, like hand and glove. There is value in a name. †(Pollard, 2006) To better understand the meaning of this, here are a few names; Adolf Hitler, Joseph Stalin, Ivan the Terrible, Enron, and Al-Qaida. On the opposite spectrum we have Billy Graham, Martin Luther King Jr. , C. S. Lewis, Gandhi, World Peace Organization, and Compassion International. Each one of these names has a deeper meaning associated with them. Hitler and Stalin were mass murderers, Enron was a cheating company and Al-Qaida is a terrorist funding organization. On the other hand Billy Graham, Martin Luther King Jr. , and Gandhi were and are people of noble character, World Peace organization speaks for itself and Compassion International is a light for children globally. The name of a person or an organization will either make them or break them. Proverbs says, â€Å"A good name is more desirable than great riches; to be esteemed is better than silver or gold. (New International Version, 2005) A name becomes what it is by the way it is lived out. The individual or the company with the name cannot define its reputation, for it is the people around them who are the judges. The individual or the company can lead the direction of the people’s thoughts by how he or it acts. An evil person will be deemed evil, and a righteous person will be deemed righteous . William Pollard says, â€Å"What’s in our name? A rich heritage and legacy of the past and also a purpose and direction for the future. It is both valuable and fragile. It can be used or abused. It is an intangible asset of the firm. †(Pollard, 2006) Here Pollard is speaking of the company he once ran which can also be applied to a human name. Within business etiquette, if your name is already in shambles, the person whom you are trying to relate with will want nothing to do with you. This is why the Bible says in Ephesians, â€Å"Be very careful, then, how you live – not as unwise but as wise, making the most of every opportunity, because the days are evil. †(New International Version, 2005) A character who makes a name for themselves is usually a person who contains many great attributes. Most of all, he is a person who has learned for themselves the value of life and the secret of joyful living. The great thing about being a Christian, is knowing what one is working for and why. Let’s clarify though, that a Christian does not attain salvation by works, but rather by a relationship with Christ. Once a person becomes a Christian, they learn and want to be workmen for Christ Jesus. Ephesians says, â€Å"For we are God’s workmanship, created in Christ Jesus to do good works, which God prepared in advance for us to do. †(New International Version, 2005) As a Christian then, it is important to work for God and His glory. A true believer would find joy in the workrather than it being a nuisance. There is a saying that if you enjoy your job, you’ll never work another day. Many people do not have such an attitude about their job and this negativity can be very unhealthy in a workplace. David Stewards says, â€Å"That kind of thinking not only makes work boring and tedious, it causes stress and sometimes leads to health problems. In addition, a negative person in the workplace can hurt the morale of coworkers. The negative effect can extend to customers and vendors. (Stewards, 2004) As can be seen, negativity in a workplace can have far more reaching effects then realized. Within business etiquette, how a person carries themselves and displays their demeanor is a crucial know-how. By displaying the joy of work, one can usually spread the ‘joy bug’ to the coworkers around them. Another way people view work is as deadlines, tedious tasks, large projects and just another paycheck. When viewed that way, it is impossible for work not to seem awful. One author says, â€Å"Beauty inspires hope, and provides a reason for seeing differently. Business can be beautiful, which is part of the reason it so engages our lives and imagination. †(Costa, 2005) Christians are meant to find joy in work, despite the type of work that it is. Gains and losses can apply for more than just capital, money and profits. Every time a decision to act in one way or another is made, it affects a gain or a loss in our standings with others. One author has described these standings as a spiritual capital account. Ken Eldred proposed an account like a bank account which can grow or shrink with deposits or withdrawals. The spiritual capital currency that is deposited (or withdrawn) is the exercise (or lack of exercise) of biblical principles: integrity, accountability, honesty, hope, love, trust, stewardship, fairness, order, loyalty, service, and so forth. †(Eldred, 2005) Christian businessmen, as stated earlier are held to a higher standard and are called to be leaders within their workplace. This is how business builds a good rapport with their customers. Even if this does not help them to get ahead in their financial standing, it helps them increase in their popularity standings. It is not always easy to do the right thing, and it is also not always easy to know what the right thing is. This is why God has instilled us with that all so small little voice (Holy Spirit) which speaks and guides us. Steward says, â€Å"Let’s give credit where credit is due. What people call a gut feeling isn’t what they think. I believe what we label an innate response is actually spiritually inspired. †(Steward, 2004) In business, people have to make quick choices on their feet, and it is important to make the right choices. Etiquette is about saying the right things at the right time so as to be competent or at least appear that way. We are to be diligent in what and how we say or approach people. The book of James says, â€Å"My dear brothers, take note of this: Everyone should be quick to listen, slow to speak and slow to become angry, for man’s anger does not bring about the righteous life that God desires. †(New International Version, 2005) Money is yet another important topic, but one might wonder how money relates to etiquette. The society runs on money. Money is the fuel that makes our world go round and round. The way a Christian spends, makes, and views money reflects that persons understanding of its purpose. It also reflects on how he views his job, why he works and how hard he works. â€Å"The love of money is the root of all kinds of evil. †(New International Version, 2005) Christians are called to give freely for everything we have comes from the Lord. â€Å"The earth is the Lord’s, and everything in it, the world, and all who live in it. †(New International Version, 2005) A Roman Catholic Priest named Paoli had associated money with grace. It probably could not be better explained then in the terms Paoli has provided. â€Å"Money represents an exchange of potentialities that depends on trust and circulates hope. None of us create money. We may earn and grow it, but like grace it is a value that exists beyond any one of us – that we participate in without any particular merit, and that ultimately passes through us. † (Costa, 2005) Money provides security; it gives hope to some and ideas of grandeur to others. When money is scarce, despair starts setting in, stress amounts, and pressures build allowing for fear to dominate the life. For a Christian, money is a tool for God’s purpose, and a Christian should not be afraid of finance shortages. By being an example in the workplace and by showing good stewardship of money, a person can have great influence on the coworkers in the workplace. â€Å"Whoever can be trusted with very little can also be trusted with much, and whoever is dishonest with very little will also be dishonest with much. So if you have not been trustworthy in handling worldly wealth, who will trust you with true riches? †(New International Version, 2005) Just as for any business man or company, increasing personal or shareholder wealth is the most important aspect of business. In order to attain this goal of any successful company, strategic vision is an essential element. â€Å"A strategic vision thus points an organization in a particular direction, charts a strategic path, and molds organizational identity. †(Thompson, Strickland & Gamble, 2007) For a Christian, a strategic vision comes from the Lord. Christians are called to follow God in all that they do with a mind set and understanding that God has the best plans for them. â€Å"’For I know the plans I have for you,’ declares the Lord, ‘plans to prosper you and not to harm you, plans to give you hope and a future. †(New International Version, 2005) God is a God of love, and he wants the best for his people. If the people come to him and just ask, He will provide for them and share with them His thoughts. â€Å"For God to do the outrageous through us, we need to be in agreement with Him and have a clear vision of where we are going. We need to identify how God is wo rking to further His Kingdom so that we can pull in the same direction. †(Eldred, 2005) Without this vision, the people are like sheep stranded in the wilderness without direction or a way back home. A mission statement is what defines a company, but without a vision, there can be no mission. Every mission has an end goal; this end goal is the vision being discussed. When it comes to leading people, vision is a necessity. â€Å"I strongly believe that in order to lead, one must have a vision. It’s the vision that provides the leader and his organization with direction. The lack of a vision is akin to raveling across the country with no roadmap and no destination. As a result, you turn in this direction, then go that way, meandering everywhere. †(Steward, 2004) Here is a very important question when it comes to being aligned with God’s vision. â€Å"How can you know God’s plans without knowing Him? A person, who does not spend time with God, doesn’t know God; therefore doesn’t have His vision. Jesus tells us in John, â€Å"I am the good shepherd; I know my sheep and my sheep know me. †(New International Version, 2005) As stated in the previous paragraph, it is really hard to know God without spending time and walking with H im. Walking consistently with God is the next stage of getting to know him and his business plans an individual’s life. Christians are called to live their life with Christ as their partner, brother, father, wife, etc†¦ John Costa points out a resemblance of how one is to live, that with the life of Christ. As suggested earlier, Jesus taught, preached and embodied a ‘double and’ theology. In every interaction or experience – for every decision or response – he insisted that binary exclusions be broken and that the intimate, loving presence of God be made near and dear. †(Costa, 2005) An important lesson to grasp from this is that people cannot do anything on their own. Every ability and success comes from the Lord. Proverbs says, â€Å"Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight. (New International Version, 2005) Also, â€Å"He who t rusts in himself is a fool, but he who walks in wisdom is kept safe. †(New International Version, 2005) Walking in wisdom is another way of saying walking with God. For a Christian business man, losing sight of God could easily mislead the man down the wrong path. Many Christians claim to know God and to walk with Him. But many Christians are also fooling themselves and others around them. Sometimes these so-called Christian people know they are doing this, but sometimes they are truly buying into their own lie. The real test of walking with God comes when a man or a woman comes to a fork in the road. Not just a normal fork with easy decisions about which market to enter and such; this is too easy. The fork spoken of here has one road which takes them to United States and the other one to Mexico. Or to put it simply, they can either chose God or their business. If the business is heading in a direction away from God, what should one do? If a person is ordered to act in a way that goes against God’s thinking, what actions should they take? Our nation has a rich heritage of great Americans who risked their lives to stand up for their beliefs. †(Steward, 2004) Another business person says, â€Å"We seek to honor God as an end goal and recognize that growing profitably is a means goal. †(Pollard, 2006) If people chose idols such as success, money, and prestige over God, in the end God will not recognize them for loving him above all. The penalties for not choosing God could b e even far worse than expected. â€Å"Many will say to me on that day, ‘Lord, Lord, did we not prophesy in your name, and in your name drive out demons and perform many miracles? Then I will tell them plainly, ‘I never knew you. Away from me, you evildoers. †(New International Version, 2005) Walking away from what is known to be wrong is walking towards God. Choosing Jesus shows real faith and real commitment. When a person lives out their beliefs with their actions, it is called integrity. People with integrity can be trusted and relied on to do as they say. Christians are not supposed to be afraid of what others think of them when it comes to choosing between right and wrong. Jesus says, â€Å"If the world hates you, keep in mind that it hated me first. If you belong to the world, it would love you as its own. †(New International Version, 2005) A great verse to summarize this paragraph is found in Matthews 6:24, â€Å"No one can serve two masters. Either he will hate the one and love the other, or he will be devoted to the one and despise the other. You cannot serve both God and Money. †(New International Version, 2005) Many people would ask what some of the above paragraphs have to do with business etiquette. The answer to that question can be summarized in the following way: Etiquette is the interactions between people. People follow and lead by seeing or setting examples for one another. Christian business etiquette requires a higher standard to live by. In order to live by these standards, different outlooks on life have to be grasped and understood. For a Christian, these outlooks are associated with a life lived for Jesus Christ. In order to live a Christ filled life, certain practices and choices are required. These practices and choices, if done correctly, achieve the end goal of intertwining of God and business etiquette. By joining of God and etiquette together, types of pure actions and motives are produced. John Costa says in his book, Magnificence at Work, â€Å"Small things matter because any company or person that settles for less than magnificence in effect collaborates with the opposing multiplication of meanness. †(Costa, 2005) If the logic above is not simple enough, the following sentence should help: Christians are to display God in all that they do and say, this includes etiquette. References Costa, J. D. (2005). Magnificence at Work: Living Faith in Business. MontrA ©al: Novalis. Eldred, K. (2005). God is at Work: Transforming People and Nations Through Business. Ventura, CA: Regal Books. Gamble, J. E. , J. , A. , Thompson, A. , & Strickland, I. (2009). Crafting & Executing Strategy: Text and Readings (17 ed. ). Boston: Mcgraw-Hill College. Lewis, C. S. (2001). The Weight of Glory (New Ed ed. ). SanFrancisco: HarperSanFrancisco. Pollard, C. W. (2006). Serving Two Masters? : Reflections on God and Profit. New York: Harperbusiness. Shook, R. L. , & Steward, D. (2004). Doing Business by the Good Book: Fifty-Two Lessons on Success Sraight from the Bible (1st ed. ). New York: Hyperion. Zondervan. (2006). NIV Thinline Brown/Nero Black – FCS. Grand Rapids, Michigan: Zondervan.