Dr. Martin Luther King Jr. Essay - 2605 Words

Martin Luther King Jr. King, Martin Luther, Jr. (1929-1968), American clergyman and Nobel Prize winner, one of the principal leaders of the American civil rights movement and a prominent advocate of nonviolent protest. Kingamp;#8217;s challenges to segregation and racial discrimination in the 1950s and 1960s helped convince many white Americans to support the cause of civil rights in the United States. After his assassination in 1968, King became a symbol of protest in the struggle for racial justice. Education and Early Life Martin Luther King, Jr., was born in Atlanta, Georgia, the eldest son of Martin Luther King, Sr., a Baptist minister, and Alberta Williams King. His father served as pastor of a large Atlanta church, Ebenezer†¦show more content†¦The Montgomery Bus Boycott Montgomeryamp;#8217;s black community had long-standing grievances about the mistreatment of blacks on city buses. Many white bus drivers treated blacks rudely, often cursing them and humiliating them by enforcing the cityamp;#8217;s segregation laws, which forced black riders to sit in the back of buses and give up their seats to white passengers on crowded buses. By the early 1950s Montgomeryamp;#8217;s blacks had discussed boycotting the buses in an effort to gain better treatmentamp;#8212;but not necessarily to end segregation. On December 1, 1955, Rosa Parks, a leading member of the local branch of the National Association for the Advancement of Colored People (NAACP), was ordered by a bus driver to give up her seat to a white passenger. When she refused, she was arrested and taken to jail. Local leaders of the NAACP, especially Edgar D. Nixon, recognized that the arrest of the popular and highly respected Parks was the event that could rally local blacks to a bus protest. Nixon also believed that a citywide protest should be led by someone who could unify the community. Unlike Nixon and other leaders in Montgomeryamp;#8217;s black community, the recently arrived King had no enemies. Furthermore, Nixon saw Kingamp;#8217;s public-speaking gifts as great assets in theShow MoreRelatedDr. Martin Luther King Jr.658 Words   |  3 PagesIndividual Project Martin Luther King Jr. Dr. Martin Luther King Jr. inspired myself along with many other nationalities all over the world in so many ways. He was a very courageous and intelligent man who fought so hard for the blacks or African-Americans like myself to have equal rights like the whites or Caucasian people. Just as other civil rights leaders such as Rosa Parks, Dr. King felt that it just wasn’t fair that the black people was segregatedRead MoreDr. Martin Luther King Jr. Essay871 Words   |  4 Pages Dr. Martin Luther King Jr was born in Atlanta Georgia on January 15, 1929. His parents were Reverend Martin Luther King Sr. and Alberta Williams King. Dr. Martin Luther King Jr. and his siblings were guided by the spiritual teachings from their father and attended public schools in Atlanta during their childhood. King and his nine siblings grew up in a financially secure middle class family. They received a better education than the average child of their race, King noticed this and it influencedRead MoreMartin Luther King Jr. Dr. Martin Luther King Jr. is unarguably the most famous civil rights900 Words   |  4 Pages Martin Luther King Jr. Dr. Martin Luther King Jr. is unarguably the most famous civil rights activist in American history. His story and legacy is taught in classrooms across the country. From birth to death, Dr. King impacted the lives of many people and changed the roles of society forever. Dr. King had one big dream and what shaped his dream begins in Atlanta,, Georgia, and ends in Memphis, Tennessee. Dr. Martin Luther King Jr. was born into a loving and caring family on January 15, 1929 inRead MoreEssay on Leadership Skills of Dr. Martin Luther King, Jr.823 Words   |  4 PagesDr. Martin Luther King, Jr. Abstract This paper will analyze and study the legacy of Dr. Martin Luther King and how leadership skills helped him in accomplishing his goals. The characteristics that made Dr. King a great leader will also be addressed. By studying great leaders, insight can be gained into what qualities they possess. Dr. Martin Luther King, Jr. Dr. Martin Luther King, Jr. was a vital figure of the modern era. His lectures and dialogues stirred the concern and sparked theRead MoreMy Hero: Dr. Martin Luther King Jr. Essay542 Words   |  3 Pagesall portray some kind of heroic abilities. Dr. Martin Luther King Jr. is one the most heroic figures of our time. According to Joseph Campbells characteristics Dr. Martin Luther King Jr. has a characteristic of a hero such as, a hero is usually someone from whom something has been taken or who feels theres something lacking in the normal experience available, or permitted, to members of his society. (The Power of Myth, 1998) Dr. Martin Luther King was a man who yearned for dignity and respectRead More The Rhetoric of Pathos in the Writings of Dr. Martin Luther King Jr.1141 Words   |  5 PagesThe Rhetoric of Pathos in the Writings of Dr. Martin Luther King, Jr. I have a dream, says Dr. Samuel Proctor, Martin Luther King, Jr. Professor Emeritus of Rutgers University. All the little children--you hear everywhere you go: I have a dream. All the little children repeating that speech. Its become like the Star Spangled Banner or the Pledge of Allegiance. Its entered our culture. And so it has: I have a dream has become one of the most memorable phrases of the twentieth centuryRead MoreDr. Martin Luther King, Jr.s Fight Essay1059 Words   |  5 PagesDr. Martin Luther King, Jr.s Fight Throughout history there have been times when citizens have had the need, as well as the responsibility, to violate certain societal rules/laws in order to protest against unjust treatment and bring about social or political change. It began as early as Socrates, who disobeyed an unjust decree against teaching his ideas, which led to his being condemned to death; Mahatma Gandhi’s fight against British rule over India; and Rosa Parks refusal to give up her seatRead MoreEssay about Biography of Dr. Martin Luther King Jr.4067 Words   |  17 PagesBiography of Dr. Martin Luther King Jr. Jan. 15, 1929 - April 4, 1968 Nationality: American Occupation: civil rights leader Occupation: minister (religion) Michael King Jr. was born on January 15, 1929, in the Atlanta home of his maternal grandfather, Adam Daniel Williams (1863 — 1931). He was the second child and the first son of Michael King Sr. (1897 — 1984) and Alberta Christine Williams King (1903 — 1974). Michael Jr. had an older sister, Willie Christine (b. 1927), and a youngerRead MoreEssay on Dr. Martin Luther King Jr and The Civil Rights Movement2125 Words   |  9 PagesMartin Luther King jr. was one of the most influential persons of the 20th Century. He is the father of the modern civil rights movement, Dr. Martin Luther King Jr., is recognized around the world as a symbol of freedom as well as peace. King practiced everything that he preached, he did not preach or speak values that he himself did not follow. He established himself as a pastor that was not afraid of hard work, guiding the middle-class congregation to public service. For example, Peake, ThomasRead MoreDr. Martin Luther King Jr. and the Civil Rights Movement Essay1269 Words   |  6 PagesAs Martin Luther King, Jr. said, the â€Å"measure† of a man comes not when things are going well, but when things are times are challenging. In the time of the Civil Rights movement, lots of African American people were measured by how they managed difficult situations. The Civil rights movement had many influential leaders and events. The overall importance of the movement was the profound impact it had on American life. The Civil Rights Movement had many important leaders, like Martin Luther King

Reviewing The Requirements For Announcing Federal Contract...

Evaluate the requirements for announcing federal contract awards. Determine how these requirements apply to this scenario. All federal agencies have to make a public announcement for any contracts awards over the $3.5 million or above threshold. The FAR mandates that all federal agencies have to notify the public of the contract awards by 5:00p.m. eastern time zone on the day of the award. According to Compton (2010) â€Å"The FAR does not require agencies to notify members of Congress when contracts are awarded in their jurisdictions, but agencies typically want to involve congresspeople in the contract award process†(Compton, p.195). According to FAR there are contracts that are excluded from this requirement such as those placed under the Small Business Association section 8(a) of the Small Business Act, ones with overseas firms when place of deliver or performed outside the United States, and those outline was excused under 5.202(a)(1). Some department have a differe nt threshold from the FAR, anywhere from $250,000 to $10 million. The Department of State is $10 million while the Department of Defense is $5.5 million. There is also a threshold for notifying members of Congress for an example the Department of the Interior is $500,00. The Department of Homeland Security is $1 million but the Department of Defense does not have a dollar requirement to notify Congress. The way the government announces these contract awards is by utilizing the newspaper or by newsShow MoreRelatedIfrs Compared to Us Gaap209956 Words   |  840 Pagesdiscussed. However, areas that are disclosure-based, such as segment reporting, are included. A summary of the requirements of IFRSs is included in the left-hand column. In the right-hand column U.S. GAAP is compared to IFRSs, highlighting similarities and differences. At the start of each chapter is a brief summary of the key requirements of IFRSs, contrasted with the parallel requirements of U.S. GAAP. The summary provides a quick overview for easy reference, but is not detailed enough to allow aRead MoreThe Government and Not-For-Profit Environment100975 Words   |  404 Pagesto help assess the borrower’s credit-worthiness. 7. TFinancial statements, no matter how prepared, do not directly affect the economic worth of an entity. 8. FThe Financial Accounting Standards Advisory Board’s standards do not apply to the federal Department of Treasury. 9. TGovernments may be subject to the same pressures that led to accounting scandals like Enron. 10. FThe Governmental Accounting Standards Board establishes generally accepted accounting principles for all state andRead MoreCase Study: Managing for Organizational Integrity5900 Words   |  24 Pagesidentifying, acquiring, analyzing, reviewing, and using appropriate information so that the organization would run effectively and efficiently. This report is written in such way that it satisfy all the 9 points needed for frontline managers to make right decisions at the right time for the successful operation of business, considering the proper management of a team to achieve team goals and objectives. This report has been written to satisfy the requirements of course in the ‘Electrical EngineeringRead MoreProject Managment Case Studies214937 Words   |  860 Pagesnine life-cycle phases. All 60,000 employees worldwide accepted the methodology and used it. Management was pleased with the results. Also, Lakes Automotive s customer base was pleased with the methodology and provided Lakes Automotive with quality award recognition that everyone believed was attributed to how well the project management methodology was executed. In February 2000, Lakes Automotive decided to offer additional products to its customers. Lakes Automotive bought out another tier-one supplierRead MoreFundamentals of Hrm263904 Words   |  1056 Pages Selected Relevant Supreme Court Cases 69 Cases Concerning Discrimination 69 Cases Concerning Reverse Discrimination 71 ETHICAL ISSUES IN HRM: English-Only Rules 72 Enforcing Equal Opportunity Employment 72 The Role of the EEOC 72 Office of Federal Contract Compliance Program (OFCCP) 73 Current Issues in Employment Law 74 What Is Sexual Harassment? 74 Are Women Reaching the Top of Organizations? 75 DID YOU KNOW?: EEOC Reaches Out to Young Workers 76 HRM in a Global Environment 78 Summary 79 LinkingRead MoreGarments Internship Report12057 Words   |  49 PagesMohammadi Group, Dhaka in the â€Å"improving production quality through effective management† 1.1.4 Background of the study: The report is submitted to Ms.Samina Huq, lect.stamford university Bangladesh as a part of internship program. This is a partial requirement for the Bachelors of Business Administration (BBA) Degree, and it carries 4 credit hours. As a part of this program a report has to be prepared by every intern. The report is based on the information which is gathered during the internship periodRead MoreProject Mgmt296381 Words   |  1186 Pages3.3.1 Team performance [9.4.2.2] 9.4.2.3 Conflict management 9.3.2.6 Recognition and awards Defining the Project 4.1 Project charter 5.1 Gather requirements 5.2 Defining scope 5.3 Creating a WBS 5.4 Tools and techniques 6.1 Define activities 9.1.2. Responsibility matrixes 10.1 Communication planning (.2.3.4) [App. G-4] Chapter 12 Outsourcing 12.1.1 Procurement requirements [G.8] 12.1.2.3 Contract types 9.4.2.3 Conflict management 12.2.7 The art of negotiating 12.2.3.5 Change requests Read MoreMarketing Management Mcq Test Bank53975 Words   |  216 PagesB Page Ref: 244 Objective: 2 AACSB: Analytic skills Difficulty: Easy 6) Adam wants to buy a washing machine and is looking for something that is not too expensive. When he goes to make the purchase, he finds there are two options that meet his requirements. One is an IFB Bosch product, while the other is a newly imported South Korean brand. Adam is not very familiar with the latter and does not hesitate in choosing Bosch. This example implies that ________. A) the imported brand will not surviveRead MoreMarketing Management 14th Edition Test Bank Kotler Test Bank173911 Words   |  696 Pagesare all part of the automobile ________. A) marketplace B) marketspace C) metamediary D) marketportal E) metamarket Answer: E Page Ref: 9 Objective: 2 Difficulty: Moderate 23) ________ are basic human requirements, while ________ are the ways in which those requirements are satisfied. A) Wants; needs B) Demands; wants C) Needs; wants D) Needs; demands E) Demands; needs Answer: C Page Ref: 9-10 Objective: 3 Difficulty: Easy 24) When Frank buys his own house, he would likeRead MoreExploring Corporate Strategy - Case164366 Words   |  658 Pagesphases. The research phase produces a new chemical entity (NCE) with the desired characteristics to be an effective drug. Development encompasses all of the formulation, toxicology and clinical trial work necessary to meet stringent regulatory requirements for marketing approval. During all of these phases ‘attrition’ occurs, as promising agents fail particular hurdles, so most RD projects never result in a marketed drug. Late-stage failures are particularly costly and not uncommon – in 2005–2006

Transformational Leadership The Innovations -Myassignmenthelp.Com

Question: Discuss About The Transformational Leadership The Innovations? Answer: Introduction The main purpose of managing a team is the effortless management of the operations of an organization and smooth achievement of the objectives that have been allotted for the team. Effective team management is one of the crucial factors that are responsible for managing the diversity within a team and an organization (Colbert, Barrick and Bradley 2014). This report encases the main purpose of managing a team with special emphasis on the managerial strategies that have been used by me to manage my team along with the certain guiding principles to lead the members of the team to a certain objective and achievement. This report elaborates my experience in team management during my terms of employment in Microsoft, with special reference to communication, diversity management, and leadership, in managing the issues and concerns within a team. The main purpose of this report is to help understand the significance of effective team management in improving the performance, along with the diversity in an organization. Communication, Leadership and Team management My team and I have been assigned by Microsoft under a specific program to evaluate and analyze the work culture, quality management and concluding on the role of explaining the significance of team management. Based on this project my specific role was to identify the values of developing better communication skills, conflict resolution, and performance enhancement since Microsoft is one of those companies that lay special focus in diversity management in the workplace (De Waal 2013). My team consisted of around five members, including me and based on my role a key negotiator made me feel that it did not match entirely with my profile. However, I took up the challenge of effectively working and communicating with the team. Initially, it did not go well since I believed that every individual has their own agendas and perspectives. However, based on Goetsch Davis (2014) it can be stated that it is more ensuring to find close relativity with the stimulation and personality traits to find a positive link out of the same. The main challenge that came up is the unwillingness of the team members to comply with me since it was evident that diversity management would give rise clashes within. In the course, facing these challenging situations helped me develop my insights and allowed me to build my skills and confidence over these areas in the weeks of the project. The effective role of communication helped me play along with the team and it can be assured that communication is indeed one of those strategies that can help in the effective team management. Grebosz and Bakalarczyk (2013) stated that effective communication is essential to the team and its dynamics. Based on my observations, it can be clearly stated that the team members needed to utilize open dialogue and accept clear agendas. To criticize my communicative style, it can be stated that I did not leave any stone unturned but made the best utilization of clear thinking and communication. Griffin (2013) states that in situations clear information need to be shared within the group and it can be argued that through clear discussion and information exchange can help in the achievement of the goals by working as an interconnected team. In other words, it can be acknowledged that my team has effectively communicated throughout the project, which clearly helped us in the achieving of our goals. Based on my personal opinion, the first step to answer the effectiveness of a team requires the need to understand the meaning of a team. Kerzner (2013) states that team can be defined in an array of definitions. There are definitions and frameworks that exist to define the same depending on the interdependency and organizational stature. On my personal outlook, a team is pieces of a puzzle that gets together to get a work done in a meaningful way. A team is interdependent; the members plan the work together, make the decision and review the improvement. Mahembe and Engelbrecht (2013) define that the effectiveness of a team can be justified by the fact how its members succeed in moving along with each other, respect each other and contribute equally on the purpose and lack of effective communication and leadership can certain misbalance the team stability, thus affecting performance. There was time when there had been conflicts between the teammates due to differentiation in opinion and perspectives, even I believe that diversity does provoke clashes. The main reason behind the same can be stated differentiation in the ideas and the backgrounds lead to such a situation of the disagreement and conflict. Nijstad, Berger-Selman and De Dreu (2014) define that sometimes poor listening by some of the teammates often leads to the divergence and partial agreements due to lack of information, thus leading to misunderstandings and clashes within the team. On the other hand, my perceptions conclude that a conflict is not considered bad at all times. This helped me realize that a conflict can often lead to the development of a new set of skills or ideas along with a new perspective to look into the problem. In case of a conflict, if it can handle effectively can improvise and older or obsolete way to do certain things. Effective management of a team can thus be related to effective diversity management with efficient communication and leadership skills. Communication and Leadership can be stated as two sides of the same coin with respect to team management. Leadership refers to the effective directing and guiding a group of individuals, by imparting them with appropriate knowledge, motivation, and support (Northouse 2015). While managing my team I came across instances where we have been involved in arguments and clashes. This is where my communication and leadership skills came into play. There is a wide array of leadership and communication skills that are taken up by different personalities; instead, I choose to act in a mixed style of leadership in an Autocratic and Participative manner. At usual times, the effective participative style helped the team to exchange pleasantries and valuable information but at time of crisis, the autocratic style helped suppress the ego and escalation of the arguments to elevated levels that can break the team. At times of crisis, I took up the main role of the negotiator in resolving the conflic ts with my effective communication and leadership skills, in pacifying the members in conflict. To be precise, at the usual time I decided to act an effective team player and believed equal contribution and participation of all the members. Rock (2014) describes that Democratic or Participative along with the Laissez Faire style of leadership helps keep faith in the capabilities of the teammates. However, I retorted to Autocratic styles in preventing a clash. This strategy not only enhanced my team management skills, in the preservation of the team diversity but also helped me gather a good notion regarding my leadership skills in crisis management. This also helped me create a bond between the teammates by keeping them interactive and motivated at all time, thus enhancing the performance of the team in the achievement of the assigned objectives. I not only focused on my own performance in the process but also helped my teammates by imparting them with proper suggestions and soluti ons. Furthermore, it can be added that self-improvement, exhibiting and the will of taking up challenges along with effective determination can impede performance. Based on the challenges that came up, it enforced and stimulated all of us to resolve them without any collateral damage. Recommendations On reflecting upon the strategies for improvements in performance, it can be stated that effective and uncorrupt dedication and commitment for each of the teammates is the key to change and improvement. Merely looking for the strategies would be of no help but effective team management and leading would automatically enhance the performance. It takes a great deal of patience and understanding to keep the link strong between the teammates. Arrogance and adamancy are extremely damaging to the team management whereas an effective communicator and leader can impart a great deal of efficiency in managing the diversity within the team and in the course enhancing the performance. Conclusion With the help of this report, it can be reflected that the role that I have undertaken in the project has helped me gather a great deal of experience in confronting conflicts and differentiation in ideologies and how to effectively manage the issues without misbalancing the team spirit and bond. It can further be concluded that I have gathered a new set of knowledge and understanding within the project duration and helped me conclude that better communication can help in resolving issues and maintain a stability in diversity. In the course not only I have succeeded in my objectives but I helped my entire in meeting theirs as well. In other words, the entire project that we have been assigned for and the insight of effective team management was a success. With a further addition, it can be concluded that these observations would not only enhance an individual's performance but this would also be of great help in augmenting discipline-specific knowledge. References Colbert, A.E., Barrick, M.R. and Bradley, B.H., 2014. Personality and leadership composition in top management teams: Implications for organizational effectiveness.Personnel Psychology,67(2), pp.351-387. De Waal, A., 2013.Strategic Performance Management: A managerial and behavioral approach. Palgrave Macmillan. Goetsch, D. L., Davis, S. B. (2014).Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Grebosz, M. and Bakalarczyk, S., 2013. Team Management Organization in Co?branding Projects.Human Factors and Ergonomics in Manufacturing Service Industries,23(4), pp.306-310. Griffin, R.W., 2013.Fundamentals of management. Cengage Learning. Kerzner, H., 2013.Project management: a systems approach to planning, scheduling, and controlling. John Wiley Sons. Mahembe, B. and Engelbrecht, A.S., 2013. The relationship between servant leadership, affective team commitment and team effectiveness.SA Journal of Human Resource Management,11(1), pp.1-10. Nijstad, B.A., Berger-Selman, F. and De Dreu, C.K., 2014. Innovation in top management teams: Minority dissent, transformational leadership, and radical innovations.European journal of work and organizational psychology,23(2), pp.310-322. Northouse, P.G., 2015.Leadership: Theory and practice. Sage publications. Rock, D., 2014.Quiet leadership. HarperCollins e-books.

Quality Management in Service Industries Essay Example

Quality Management in Service Industries Essay Part 1. Introduction In present time, there is a worldwide trend that service industry occupies a dominant position in the economy in the majority of developed countries and areas. Without a doubt, major changes in government policy and business transactions have a significant influence on the flourish of services industry. However, nowadays the increased value of services also brings big pressure on marketers to implement different strategies because there are big variances in the features of service and physical product. To start with, this essay will focus on the reasons why is quality such an important issue in the marketing of services. Furthermore, the reasons why is quality more difficult to manage in service industries than it is in the case of physical goods will also be discussed in this essay. Part 2. Basic Definition I. Quality In manufacturing, a measure of excellence or a state of being free from defects, deficiencies, and significant variations, brought about by the strict and consistent adherence to measurable and verifiable standards to achieve uniformity of output that satisfies specific customer or user requirements. ISO 8402-1986 standard defines quality as â€Å"the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs. We will write a custom essay sample on Quality Management in Service Industries specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Quality Management in Service Industries specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Quality Management in Service Industries specifically for you FOR ONLY $16.38 $13.9/page Hire Writer â€Å" II. Services As one kind of products in the market, â€Å"services are deeds, processes, and performance provided or coproduced by one entity or person for another entity or person. Services as products represent a wide range of intangible product offering that customers value and pay for in the marketplace. †(Bruhn Georgi, 2006) For example, haircuts, consulting, training and travel are representative services. In present society, there is a staggering increasing rate in services industry, which is defined as â€Å"all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms that are essentially intangible concerns of its first purchaser†. (Lovelock, Wirtz, 2006) III. Service Quality Service quality is defined as â€Å"the customer’s evaluation of a service, where they compared what the receive according to the service’s characteristics with their exceptions regarding these characteristics. (Bruhn Georgi, 2006) Therefore, it is apparent that delivering quality service is linked to customer satisfaction and retention, competitive advantage and long-term profitability. In general customers usually look at the quality of both the process and outcomes of services delivery, which means they take both of technical quality and functional quality into account. Part 3. The importance of quality in the marketing of services The biggest barrier for customers in evaluating service quality is the intangible nature of the service. Most consumers lack the knowledge or the skills to evaluate the quality of many types of services. Therefore, they must place a great deal of faith in the integrity and competence of the service provider. Despite the difficulties in evaluating quality, service quality may be the only way customers can choose one service over another. For this reason, services marketers live or die by understanding how consumers judge service quality. The following table defines five dimensions that customers use when evaluating the importance of service quality. They are tangibles, reliability, responsiveness, assurance, and empathy. (Goodwin and R. Radford, 2008) Reliability is the most important in determining customer evaluations of service quality of the five. Services managers pay a great deal of attention to the tangibles dimension of service quality. Tangible attributes, or search qualities, such as the appearance of facilities and employees, are often the only aspects of a service that can be viewed before purchases and consumption. Consequently, service managers must ensure that these tangible lements are consistent with the overall image of the service product. Except for the tangibles dimension, the criteria that customers use to judge service quality are intangible. For example, how does a customer judge reliability? Since dimensions such as reliability cannot be examined with the sense, consumers must rely on other ways of judging service criteria. One of the most important factors in the judgments of service quality by consumers is service expectations. These are influenced by past experiences with the service, oral communication from other customers and the service company’s own advertising. For example, customers are usually eager to try a new restaurant, especially when friends recommend it. These same customers may have also seen advertisements placed by the restaurant. As a result, these customers have an idea of what to expect when they visit the restaurant for the first time. When they finally eat out at the restaurant, the quality they experience will change the expectations they have for their next visit and their own comments to friends and colleagues. This is the major reason why providing consistent high service quality is important. If the quality of a restaurant, or any services, begins to deteriorate, customers will alter their own expectations and oral communication to others accordingly. The most critical aspect of service quality specifications is managers’ commitment to service quality. Service managers who are committed to quality become role models for all employees in the organization. (Kasper, H. , van Helsdingen, P. , De Vries, W, 1999) Such commitment motivates customer contact employees to comply with service specifications. It is also important that all managers within the organization embrace this commitment, especially front line managers, who are much closer to customers than higher level managers. Consumers want to have a good shopping experience and the most important aspect of a consumer’s shopping experience is her quality of service. The most important aspect of a consumer’s decision on where to shop is going to be her perception concerning the quality of customer service she receives is congruent with the level of respect and courtesy required to earn and retain er loyalty as a contentious consumer. If an organization fails to provide quality customer service, the possibility of that customer’s continuing as a patron of the organization is highly doubtful. A customer shops at the locations where he or she feels comfortable and where the service provided is of the highest quality. Quality customer service is a important aspect of a shopper’s experience and if this is overlooked at any time by an organization, the company’s ability to consistently provide continued value to the consumer will be seriously compromised. The customer service is an important aspect of any business’s ability to remain a market force in an increasingly competitive and diverse marketplace. Good customer service, above all else, is the primary factor in an organization’s ability to remain growth and increase profitability over the long-term. (Mudie, P. Cottam, A. 1999) Consistently addressing the needs of the consumer through attention to detail, prompt and good-mannered assistance, and the providing of knowledgeable employees is the first objective in providing a memorable shopping experience. Effective customer service policies focus on providing the customer with customer service that is always consistent and focuses on the customer. When an organization creates a customer-centric and high-quality customer service policy, the organization will continue to create lasting value for the consumer. The key to providing good quality customer service and retaining a customer for the long term is providing the customer with lasting value during his or her shopping experience. A company should promote lasting value in the products it provides and in the quality of service provided to the customer by the organization’s employees. Companies that continually focus on the best ways to provide the customer with lasting value and quality customer service compared to the services that the customer could expect to receive from a competitor are assured of the potential to create loyal repeat customers out of each customer that the organization assists. Providing good customer service is important to retaining customers against a competitor who sells the same or similar products. (Mudie, P. Cottam, A. 1999) When two competitors offer the same products at similar prices, the customer will consistently return to the location where they received the best ervice. In providing the best service available, an organization creates lasting value for the customer and any organization that focuses on providing lasting value and unsurpassed customer service will continually ensure that the customers the organization assists become customers for life. Adopting policies that focus on creating lasting value for the customer and provides him with unsurpassed customer service inherently gains long-term loyalty from that consumer. Part 4. Quality is more difficult to manage in service industries than it is in the case of physical goods The service industry alters the goods they provide, while the physical goods are presented as is. If you are buying a pair of jeans, for instance, then you get that as is. As long as nothing changes concerning those jeans, then it is easy to regulate and maintain their quality. But if you get a haircut, for instance, then no two will be alike and that increases the chances for mishap. Not only are you getting it from different individuals, but each person cutting the hair won’t always provide the same type of service from one person to another. The service industry relies more heavily on human performance than that of the physical goods industry. In the physical goods industry, you can say a quality product is one that has certain measureable characteristics. For example, we could say a quality car is testing safely to a certain standard, getting a certain number of miles per gallon or attaining a certain number of miles per hour in so many seconds. In the services industries, this is much more difficult. We can not easily say what it is exactly that makes a service good for everyone, because it is subjective. For example, you might want to cut your hair, but someone else might like theirs long; or you might want quick customer service more than quality customer service, while someone else might have an opposite idea. Once an organization understands its customers’ needs, it must establish goals to help ensure good service delivery. These goals, or service specifications, are typically set in terms of employee or machine performance. For example, a bank may require its employees to conform to a dress code. Likewise, the bank may require that all incoming phone calls be answered by the third ring. (Zeithaml, V. A. , Bitner, M. J. Gremler, D. D. 2009) Specifications like these can be very important in providing quality service as long as they are tied to the needs expressed by customers. Physical goods are considered quality dependant only on the process of their manufacture. Services on the other hand depend both on the process and the customers’ opinion. Part 5. Conclusion To sum up, quality is an important issue in the marketing of service and it is more difficult to manage in service industries than in the case of physical goods. Quality customer service experiences are the driving force behind customer retention and customer satisfaction. Maximizing the benefits provided through sound customer service policies ensures that the satisfied consumer will express his satisfaction to others and assist the company in continuing to grow their client base through acquisition of customers who are dissatisfied with the level of service they get from the organization’s competitors. Tapping into the ability of customer service to maximize this continuous opportunity for revenue is the single most important objective for any company looking to gain a competitive advantage in the highly diverse business environment of today. In order to create the maximized value and satisfy customers, the marketers need to pay more attention to the quality manag ement in service industries. Part 6. References Bruhn, M. Georgi, D. 2006. Services marketing: managing the service value chain. Harlow, UK: Prentice Hall Financial Times. C. Goodwin and R. Radford, 2008. â€Å"Models of Service Delivery: An Integrative Perspective,† in Advances in Services Marketing and Management, ed. T. A. Swartz, D. E. Bowen, and S. W. Bowen, (Stamford, Ct: Jai Press) pp. 231-252. C. Hegge-Kleiser, â€Å"American Express Travel-Related Services: A Human Resources Approach to Managing Quality,† in Managing Quality in America’s Most Admired Companies, ed. J. W. Spechler (San Francisco: Berrett-Koehler Publishers, 1993), pp. 205-212 J. Reynoso and B. Moores, â€Å"Operationalising the Quality on Internal Support Operations in Service Organizations,† in Advances in Services Marketing and Management, Vol. 6, eds. T. A. Swartz, D. E. Bowen, and S. W. Brown (Green-wich, CT: JAI Press, 1997), pp. 147-170 Kasper, H. , van Helsdingen, P. , De Vries, W. 1999. Services marketing management: An international perspective. Chichester: Wiley. Lovelock, C. Wirtz, J. 2006. Services marketing (6th ed. ). Upper Saddle River NJ: Prentice? Hall. McColl? 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