Effect of Employee Satisfaction of Driving Customer Satisfaction Essay Example for Free

Effect of Employee Satisfaction of Driving Customer Satisfaction Essay Its common sense when people feel great about the place where they work†¦ they provide better customer service Dick Clark, Group leader of Financial services at Monsanto Customer satisfaction is the main aim of every organization running a business everywhere. Various level managers consider the importance of customer satisfaction and try to pass this issue to the lower levels that have direct contact with the customers. Those front-line employees should be satisfied themselves in order to deliver customer value. (bulgarella, 2005). Some researchers and business pioneers went further to include employees as internal customers whom they seek to satisfy their needs in order to make sure that they will do the same with the external customers (Harrison, 2003) and this highlights the direction towards the study on the employee satisfaction and its factors. In Egypt, employee satisfaction should be one of the most highlighted topics in every business field and should gain wider interest day after day. The emphasis on these kinds of studies will help improve the service standards and, consequently, raises the satisfaction levels of employees and external customers of any organization. From this perspective, the researchers decided to investigate the sense of career development and its effect on employee satisfaction (Research1 or R1). The second part of the research will be devoted to measure the effect of employee satisfaction on delivering customer satisfaction (Research2 or R2). The main research questions are designed as: Q1: How can the sense of career development affect employee satisfaction? Q2: what is the effect of employee satisfaction on customer satisfaction? Hypotheses: H1: Sense of career development has an effect on employee satisfaction. * Components of career development on this research paper are: * Quality of Employees ‘Lives. * Social and economic contribution to society. H2: sense of employee satisfactions affects Customer satisfaction. R1: The relation between sense of career development and employee satisfaction. When the researchers decided to define employee satisfaction, they called back the definition of the word satisfaction from the dictionary and it was found as gratification of an appetite and pleasure (Wilson Learning, 2006). Satisfaction researchers can never ignore Maslows human satisfaction pyramid that starts with physiological needs, safety needs, social needs, self-esteem and self-actualization needs (Parvin, 2011) Scholars vary in their definitions to employee satisfaction; Reilly defines job satisfaction as the feeling that a worker has about his job or a general attitude towards work or a job and it is influenced by the perception of one’s job. (C.R.Reilly, 1991). Some employee-satisfaction theories depends mainly on the individual factor or the employee himself; employees objectives, age, social status, gender and education level have the major impact on determining the degree of his satisfaction and loyalty in his job (Ann, 1992) while others, such as Alan Witt, go in deeper analysis to study Fit or Lack of Fit or the Want-Have Dilemma between the employees requirements and the organizational offerings (Ann, 1992) Papers agree on a main drive for employee satisfaction in any organization; employers must work on enhancing the sense of career development for their employees. However, career development itself is a broad concept that needs to be clarified. Sears defined career development as the total group of physiological, sociological, educational, physical and economic factors that direct the individuals career (Patton McMahon, 2006). This definition classifies the components career development to: 1. Physiological component 2. Sociological component 3. Educational component 4. Physical component 5. Economic component When going to a deeper practical definition, Careers England, one of the most recognized organizations in career guidance industry that has a wide variety of partnerships with various associations (Careers England, 2012), defined career development as follows: Career development is the lifelong process of managing progression in learning and work. The quality of this process significantly determines the nature and quality of individuals’ lives: the kind of people they become, the sense of purpose they have, the income at their disposal. It also determines the social and economic contribution they make to the communities and societies of which they are part (Careers England, 2012) This definition analysis Career Development terminology to the following components * Quality of individuals lives * Social and economic contribution to society When linking both definitions together, the researchers can identify the main components of career development to two main categories 1. Quality of individual lives: a. Salary paid to employees b. working conditions c. physiological and safety needs d. the purpose they have 2. Contribution to society * Achievements and contribution to society economically and socially R2: the relation between employee satisfaction and customer satisfaction. To measure the degree of employee satisfactions effect on customer satisfaction, the meaning of customer satisfaction should be clear for the researches and the readers; A comprehensive definition of customer satisfaction in terms of pleasurable fulfillment is given by Oliver (1997): â€Å"satisfaction is the consumer’s fulfillment response. It is a judgment that a product or service feature, or the product or service itself, providing (or is providing) a pleasurable level of consumption-related fulfillment, including under or over fulfillment† (Siskos, 2010) According to an exhaustive review of Yi (1991), customer satisfaction may be defined into 2 basic ways: either as an outcome, or as a process: 1- The first approach defines satisfaction as a final situation or as an end-state resulting from the consumption experience. 2- The second approach emphasizes the perceptual, evaluative and psychological process that contributes to satisfaction. (Siskos, 2010) (R2) will try to measure the degree of dependence of both factors on each other through surveys with employees and customers. Bibliography Ann, M. (1992). A STUDY OF THE RELATIONSHIP. SOUTHWEST TEXAS STATE UNIVERSITY, Political Science. Texas: The Digital Library. attia, s. (2008). Healthcare quality and moder. emerald insight, 3. bulgarella, C. (2005). Employee Satisfaction Customer Satisfaction. Guide Star rerearch. C.R.Reilly. (1991). Organizational Behavior. Annual Review of Psychology, pp. 427- 458. Careers England. (2012). MAKING A POSITIVE IMPACT. Careers England. Careers England. Careers England. (2012). Why Career Development Matters. 1. Harrison, C. (2003, 11). Turning Customer Service Inside Out! Retrieved 10 1, 2012, from expressionsofexcellence.com: http://www.expressionsofexcellence.com/ARTICLES/InsideCS.html Parvin, M. (2011, December). FACTORS AFFECTING EMPLOYEE JOB SATISFACTION OF PHARMACEUTICAL SECTOR. Australian Journal of Business and Management Research, 1, 115. Patton, W., McMahon, M. (2006). Career Development and Systems Theory. QueensLand university, Faculty of Education. Rotterdam: Sense Publishers. Siskos, E. G. (2010). Customer Satisfaction Evaluation. Greece: Springer Science+Business Media. Wilson Learning. (2006). Redefining employee satisfaction: business performance, employee fullfilment and leadership practices. Edina: Wilson Learning Inc.

Edgar Allen Poes The Black Cat, The Tell-Tale Heart and The Cask of Am

Edgar Allen Poe's 'The Black Cat,' 'The Tell-Tale Heart' and 'The Cask of Amontillado' In each of Edgar Allen Poe's stories of murder and madness, he takes us inside the mind of the murderer from the time he begins until after the deed has been done. Poe gives us a point of view not common in works of horror and suspense: the killers. We read the thoughts and follow the actions of the killer as he plots and follows through with his victim?s demise. All three of his stories are alike, especially 'The Black Cat' and 'The Tell-Tale Heart.' However, I found that 'The Cask of Amontillado' differ more than any of the other two from each other. While the murderers in 'The Black Cat' and 'The Tell-Tale Heart' are motivated by their own insanity, the character in 'The Cask of Amontillado' is driven by pure, old-fashioned revenge and jealousy. A couple main details I noticed about all three tales is that each story is told in first person, and all of the main characters are male. Also, in the end of each of these short stories all men turn out to be no better, if not much wo rse, than they already were. The ?Tell-Tale Heart? begins with the murderer raving about his sanity, and that he commits the crime not because of lunacy but for his master?s ?Evil-Eye.? The man describes the eye as if it is a separate entity from the old man, and if it weren?t for the eye he would have nothing against his master. The eye being attached to the old man is just an unfortunate detail. In the following quote the man describes his feelings towards the Evil-Eye and what he decided to do about it: ?Whenever it fell upon me, my blood ran cold; and so by degrees-very gradually-I made up my mind to take the life of the old man, and thus rid myself ... ...d in some part of the home of each of the murderers. Also, in both of ?The Tell-Tale Heart? and ?The Cask of Amontillado? the killer?s guilty consciences eventually caused some sort of confession of their crimes. The man in the first story was driven mad into confessing from an imaginary heart beat, and the man in the latter is left to believe his conscience is what caused him to write his story confessing his crime. Both men in ?The Tell-Tale Heart? and ?The Black Cat? were extremely confident in their job hiding the bodies, and almost bragging at their job at hiding the body. However, in all three stories the men were punished in some way. The first two stories I described had the law punishing the two men. The final story I described the man was never caught by the authorities for his crime, but instead he had to deal with the weight from his guilty conscience.

Ap Us History Essay

There are many stereotypes that pertain to black people. One that really stands out is â€Å"If you want to hide something from a black person hide it in a book† which the white man is trying to call us African Americans illiterate. Which is ignorant is so many type of ways. But yet we do nothing more to make that statement false by not being educated, well organized and full of wisdom. Years ago, when slavery was in its actions African Americans where always thought of as less. White people came up with the assumption that black people where only good for three things; sex which they’d rape most of the women, singing, because they made them perform as entertainment, and sports because African Americans were always â€Å"active†. Which shows you that African Americans were nothing more than than serfs (which is another word for someone working labor on it’s owners estate). African American had no real opportunity of living. Reading was against the law for African Americans. They weren’t able to read or to even learn how to read, because the white men didn’t want the slaves to go against or better yet become stronger than them. Fredrick Douglas said â€Å"Knowledge makes a man unfit to be a slave. â€Å", and the white men knew that. So they stayed uneducated. Which gave the white men even a better reason to think they could take over our brains. From this point on was the way for the whites to start lowering expectations of black people. As of today, African Americans are still looked down on and still are given some of the stereotypes from slavery now. Are generation and before make it no better. With the lack of education, attitude and everything else that’s makes up our community in a negative way. The black on black crimes and violence doesn’t make it even better. It’s basically giving the white men exactly what he set out to happen. The gang violence and fighting just puts the icing on the cake for everything. We are basically confirming what the white me. Is saying because we are not taking any time to read into and make a change. Make it better for no one but ourselves. These assumptions are untrue and the only way we can show that we are the opposite of these stereotype are by making a change starting small and ending big. Ignorance has existed for decades. It not that we can’t do anything about it. But it’s something that’s never going to go away. But one thing we can’t do us loss out sense and pride for our race and culture. William Wilberforce once said â€Å"You may choose to look the other way but you can never say again that you did not know. † Which basically means, yes you may feel what information you may have been given is something you don’t want to hear, but in reality it’s the truth and you’ll need it in the long run. It will define who you are a person if you take the information you get and go and expand it and take it a long way. To finish up, you have to realize education is the key to a better tomorrow. Now matter how many out down and downfalls you come across just know that’s there will always be brighter days. As an African American young lady i know I have to work ten times as harder knowing the roots of how females where looked at. As long as we have life and breath, we have an opportunity to change.

Protection Of Human Rights And Fundamental Freedoms While Countering Terrorism International Law Essay - Free Essay Example

Sample details Pages: 5 Words: 1525 Downloads: 1 Date added: 2017/06/26 Category Law Essay Did you like this example? I firmly believe that terrorism must be confronted in a manner that respects human rights law. Insisting on a human rights-based approach and a rule of law approach to countering terrorism is imperative. Over the long term, a commitment to uphold respect for human rights and the rule of law will be one of the keys to success in countering terrorism not an impediment blocking our way. -Former High Commissioner for Human Rights, Louise Arbour Distinguished members of the Human Rights Council, dear stakeholder representatives, Counter-terrorism policies led to violations of human rights way before 2001. However, the subject of the violation of human rights in connection with countering terrorism has attracted more interest since the establishment of counter-terrorism policies in so many new countries which came along with the terrorist attacks on 11th September 2001. Already seven years ago the Security Council stated that states must ensure that any measure taken to combat terrorism comply with all their obligations under international law, and should adopt such measures in accordance with international law, in particular international human rights, refugee, and humanitarian law.  [1]  It is a good thing is the answer you would get if you ask random people about countering-terrorism but everybody following the media even if just sparely came across Guantà ¡namo, Secret Detention, Waterboarding and many more ke ywords in this topic area. This guide will give you a rough overview topic two; essential to your proper preparation as a delegate is nevertheless your own research. Short introductions should normally not name too much references, however I decided to mention all the important resolutions and reports because it is crucial to have the same base in order to have a constructive discussion on the topic. Don’t waste time! Our writers will create an original "Protection Of Human Rights And Fundamental Freedoms While Countering Terrorism International Law Essay" essay for you Create order Promotion and protection of Human Rights and fundamental freedoms while countering terrorism Quo Vadis? First of all the question about a proper definition of what terrorism is has to be asked since there remains no definitive consensus. National states such as India, Syria, United Kingdom and the United States included definitions of terrorism in their national law. The United Nations General Assembly in its non-binding United Nations Declaration to supplement the 1994 Declaration on Measures to Eliminate International Terrorism, also tried to define what terrorist activities are.  [2]  In addition the Security Council  [3]  condemned terrorist acts as: Criminal acts, including against civilians, committed with the intent to cause death or serious bodily injury, or taking of hostages, with the purpose to provoke a state of terror in the general public or in a group of persons or particular persons, intimidate a population or compel a government or an international organization to do or to abstain from doing any act, which constitute offenses within the scope of and as def ined in the international conventions and protocols relating to terrorism, are under no circumstances justifiable by considerations of a political, philosophical, ideological, racial, ethnic, religious or other similar nature.  [4] Historical Overview / Recent Development The most important resolution adopted by the Human Rights Council on the protection of human rights and fundamental freedoms while countering terrorism yet is A/HRC/7/7 (2008) which emphasizes the obligation of States to respect that certain rights are non-derogable in any circumstances.  [5] Furthermore a universal periodic review on the issue was established in 2006 which covers 48 States each year and by the beginning of 2012 will have covered all Member States.  [6]  The HRC recognized this review as a tool for the promotion and protection of human rights and fundamental freedoms while countering terrorism in A/HRC/10/15 (2009). A/RES/60/288 (2006) defined the United Nations Global Counter-Terrorism Strategy and a plan of action to support the practical work of the Counter-Terrorism Implementation Task Force which was established in July 2005. This strategy was reaffirmed by all member states of the General Assembly who agreed on a comprehensive response towards ter rorism including the recognition that the protection of human rights and the respect for the rule of law are not conflicting goals with effective counter-terrorism.  [7]  Led by the OHCHR the Task Force created the Working Group on Protecting Human Rights while Countering Terrorism whose members among others include the Counter-Terrorism Committee Executive Directorate, the United Nations Interregional Crime and Justice Research Institute, the Special Rapporteur on the promotion and protection of human rights and fundamental freedoms while countering terrorism, the Office of Legal Affairs, the World Bank, and the United Nations Office on Drugs and Crime. This working group organizes events such as expert seminars in order to analyze the effects of terrorism and counter-terrorism on cultural, economic and social rights. It is also crucial to mention the Counter-Terrorism Committee which successfully implemented human rights concerns into its work based on Security Council resolut ions S/RES/1624 (2005) and S/RES/1373 (2001). When talking about Human Rights challenges in the context of counter-terrorism the focus is always on one of the following subjects: The right to life; Transfer of individuals suspected of terrorist activity; Profiling and the principle of non-discrimination; The principle of legality and the definition of terrorism; Freedom of association; Economic, social and cultural rights; Challenges to the absolute prohibition against torture; Liberty and the security of the person; Due process and the right to fair trial; Freedom of expression and the prohibition of incitement to terrorism; Surveillance, data protection and the right to privacy.  [8] Compliance with international human rights standards is essential where any counter-terrorism measure involves the deprivation of an individuals liberty as stated in paragraph 32 of the report of the United Nations High Commissioner for Human Rights on the protection of human rights and fundam ental freedoms while countering terrorism.  [9]  Even and especially in cases of public emergency it is of upmost importance to uphold the universal and fundamental human rights. National borders should not be obstacles to fulfillment of human rights obligation; most efforts to successfully combat terrorism are based on international cooperation and any failure to respect HR decreases their effectiveness.  [10] Recommendations for your preparation Does your country have a specific counter-terrorism strategy or even a law concerning CT and what does look like? Many states have provisory CT laws in force nowadays and a lot of them do not comply with Human Rights obligations. Are there any reported cases of HR violations in your country and how did your government react? This might be very important to know; if for example secret detention exists in your country you might not want to talk about it but if some other country accuses you of having it, it is crucial that you are at least aware of the facts. Based on the specific background of your country, what are the most important HR violations to discuss? Fundamental Human Rights such as equal protection under the rule of law or the freedom of speech are always important to discuss and guarantee, but perhaps your country faces a special situation and it is important to table that topic to the members or the HRC. What contracts did your country sign regarding the issu e and which workgroups, committees or task forces does it support or participate in? Some states might have obligations due to the fact that they participate in international operating institutions to fight Human Rights violations. What are your proposed solutions or constructive suggestions to improve the current situation? Examples might include the creation of new workgroups and task-forces or measures of implementing fundamental Human Rights into national laws on fighting terrorism. Writing a position paper which covers the main aspects of your preparation, a conclusion and suggestions on the issue to be discussed is strongly encouraged; however, it is not mandatory for this conference. Must Reads Report of the Secretary-General A/64/186 (2009) on the Promotion and protection of human rights: human rights questions, including alternative approaches for improving the effective enjoyment of human rights and fundamental freedoms. This report of the Secretary General is an excellent preparatory document to participate in a substantiated discussion on the issue. It describes recent development and how the different existing UN bodies are involved in the process of promotion and protection of Human Rights. The stated conclusions of that report can be used as a common base for negotiations in the HRC sessions at HamMUN 2010. UNHCHR Fact Sheet No. 32 (2008) on Human Rights, Terrorism and Counter-terrorism. This official UNHCHR fact sheet gives detailed information about everything related to the topic of Human Rights and terrorism; beginning with the definitions on terrorism and Human Rights it gives perfect background knowledge on the impact of CT on HR. The specific Human Rights Challenges earlier mentioned in this preparation guide are separately described in the third and last part of this document. For your proper preparation it is advisable to take a closer look at this report. Useful sources concerning research The United Nation Documents Archive https://www.un.org/en/documents/index.shtml Official UN Press Releases on any topic can be found here https://www.un.org/en/unpress/index.asp The Universal Declaration of Human Rights https://www.un.org/Overview/rights.html Access to the different bodies under the UNHCHR https://www2.ohchr.org/english/bodies/hrcouncil/ Universal Human Rights Index of United Nations Documents https://www.universalhumanrightsindex.org/hrsearch/displayAdvancedSearch.do?lang=en