POEMS ABOUT DOCTORS AND PATIENTS Essay Example | Topics and Well Written Essays - 750 words

POEMS ABOUT DOCTORS AND PATIENTS - Essay Example Instead, the last stanza does conclude what is in the fourth stanza hence clarifying all the points to the reader. 5. When referring to the ‘you’, the speaker of the poem refers to the patient to whom she was visiting. This is because she said that the hospital lawn is being taken care just as a patient the patient is. 6. The first stanza does compare the lawn and the hospital rooms. When the speaker compares these two parts, she does show how the hospital is clean and well maintained hence the same does apply to the patients present in the hospital. 7. In the third stanza, the speaker draws back to the red and hideous battlefields where many young men were brought to that hospital when suffering from different injuries. This image shows that the hospital has treated many people suffering from different injuries and illnesses. This makes the staff and the doctors in the hospital to be experienced in what they do. 8. In the final stanza, the speaker of the poem describes a scene where a patient has passed away. This is because the speaker says that she turned and stepped inside an empty room while the previous day there was someone there. The machines are silent, and the bed is all made new. This shows that the patient who was there has passed away. 9. The poem is about the hospital and the patients who attend the hospital. The poem does describe how the hospital is maintained. The poem does also describe the different patients in the hospital. The poem does give a description of how the hospital treats its patients. Therefore, the theme of this poem is how patients are treated in the hospitals in comparison to how the environment of the hospital is. 11. The words after line seven portray that the speaker has a different understanding of religion. The speaker has an understanding that the religion is all about kneeling down in forest groves and asking for help. This

See below Essay Example | Topics and Well Written Essays - 2000 words

See below - Essay Example 53(1) of the Law of Property Act 1925, to be in writing. If it is not in writing it can only take effect as a resulting, implied or constructive trust to which that section has no application (pntodd.users.netlink.co.uk). The court drew a distinction between express agreement and the inference of the intentions. According to the court, the intentions should get crystallized at the time of acquisition of the property, and not by the conduct of the parties subsequently. However, subsequent conduct may form as an evidence of intention when there is no express agreement at the outset, irrespective of the fact that the parties were married. Viscount Dilhorne stated, â€Å"I agree with my noble and learned friend Lord Diplock that a claim to a beneficial interest in land made by a person in whom the legal estate is not vested and whether made by a stranger, a spouse or a former spouse must depend for its success on establishing that it is held on a trust to give effect to the beneficial i nterest of the claimant as a cestui qui trust†. ... Lord Hoe of Craighead observed in Stack v. Dowden that in  Pettitt v Pettitt  [1970] AC 777,  Gissing v Gissing  [1971] AC 886 and  Lloyds Bank v Rosset[1991] 1 AC 107†¦the dispute was between a husband (or his secured creditor) and a wife; the property in question was in single legal ownership; and the matter relied on by the non-owner claimant was no more than relatively trivial work and †¦ In  Gissing  itself Lord Reid (at 896F) Lord Morris (at 898B) and Viscount Dilhorne (at 901A) simply repeated the formula which appears in section 53(2) of the Law of Property Act 1925, "resulting, implied or constructive trust." For the interpretation of law, taking note of the spirit behind the law and its context under the prevailing circumstances are given due consideration by the judiciary in its judgments, though precedents play an important role in defining the fundamental policy, as upheld in the earlier cases, governing the legal decisions. Goo (2002, p. 518) sta tes that †The payment of installments by the son or daughter-in-law gave rise to direct proprietary interests by way of constructive trust, though it is true that, until Gissing v Gissing [1971] AC 886, the law relating constructive trusts in this field was not much considered†. Apart from the statutes and the precedents, the interpretation of the law varies from case to case. However, it should be remembered that though the broader frame work is provided by the statutes and the precedents, the court decisions are also influenced by the circumstances obtained in a particular case on account of the peculiar situations underlying need for redressing the genuine difficulties in consistent with the conventions prevailing in the society at that particular point

Additive Layer Manufacturing for Aerospace Parts Essay Example for Free

Additive Layer Manufacturing for Aerospace Parts Essay ES Technology has revealed that additive layer manufacturing (ALM) for direct part production has been embraced by a number of manufacturing sectors, not least the aerospace industry The ability to produce components in a range of materials including hot-work steels, stainless steel, cobalt chromes and Inconel, plus titanium and aluminium alloys, presents the aerospace industry with large potential for direct part production using ALM. ALM has already been used to produce small and medium-sized aerospace components, and having realised the potential of the process, aerospace manufacturers are seeking to produce larger, more complex parts. Material Solutions operates an ALM applications development centre with a particular focus on the aerospace sector. Carl Brancher of Material Solutions, said: ALM in high-performance materials is well suited for complex thin-walled structures in gas turbines. However, as a new technology it is not yet well understood or validated by potential users and, like all manufacturing processes, to get the best from metal ALM requires the designer to understand the process capabilities and materials mechanical properties, he added. Brancher said Materials Solutions is bridging this gap by providing manufactured parts, consulting (principally to the aerospace market), and working with equipment and materials vendors to develop the technology for mass production. See more:Â  Masters of Satire: John Dryden and Jonathan Swift Essay The collaboration between Material Solutions and its industry clients has so far led to the production of a range of components over the last three years. This programme has now reached the limit of component size that can be produced using the existing Material Solutions ALM systems. With the continuing pressure from aerospace manufacturers to develop the capability to produce larger parts, Material Solutions turned to Concept Laser to explore the potential for building larger components using Concept Lasers M3 linear system. The fundamental principles of the M3 linear make it a novel development in the world of ALM. Unlike other machines the M3 linear does not have fixed optics but a combination of galvo scanning mirrors and linear direct drives to move the scanning head. Already used to build larger volume components, the M3 linear has all of the pre-requisites for up-scaling to enable production of the types of components envisaged by the aerospace industry. It is not only the physical attributes of the system that lend themselves to production of large components but the process control and laser scanning strategy already developed by Concept Laser, which will eliminate the potential pitfalls of accuracy errors on large components. Having established the potential of the M3 linear machine, Material Solutions set out to design a test component that would qualify certain build criteria and which could also be used to educate and inform aerospace designers of Additive Friendly design features and techniques. These include reducing supports and using larger flowing radii to assist in reducing the time to build and subsequently, component production and finishing costs. The test part incorporates many features such as small diameter holes, threaded features, thin rib sections and areas of thick material section all typically found in aerospace components. The greatest challenges for Concept Laser were that a component of this size had never before been built and added to this the part was required in an unexpectedly short timescale. The finished component demonstrates the current capabilities of the technology in terms of size (300mm diameter), accuracy and surface finish. While this part does not yet satisfy the ultimate demands of aerospace manufacturers it clearly confirms the capabilities of the process, the scalable potential of Concept Lasers M3 linear machine and the sound base which Concept Laser have for further development of the M3 linear for large aerospace components. There are also practical aspects to be considered when building large parts. Larger volume components require greater volumes of powder and hence a robust and stable platform to accommodate the weight. Having then built a large volume, and potentially very heavy component, safe and easy removal is essential. The M3 linear machine is built around a substantial fabricated framework and already incorporates a removable build module enabling the module and component to be easily positioned under an overhead crane if required. The success of this exercise and the current collaboration between Material Solutions and Concept Laser will be used to define the future strategies that will eventually see parts manufactured by ALM techniques leave the laboratory and take to the air.

Grapefruit Interactions with Drugs

Grapefruit Interactions with Drugs What is Grapefruit? Grapefruit, a relative newcomer to citrus clan, has a fascinating history. It is a large orange berry with a thick rind. It is the belief of the most botanists that grapefruit is a naturally occurring accidental hybrid between pomelo and orange. It is believed that, although its appearance is very much different from an ordinary grape, the name ‘grapefruit’ was used because they grow in clusters, and these clusters may seem as large yellow grapes. The original belief was that, the grape fruit is a kind of a pomelo. (1) But in 1837, James Macfayden, separated grapefruit from pomelo, in his Flora of Jamaica, giving it a botanical name, Citrus paradisi. After its hybrid nature was genetically identified, the botanical name was altered to Citrus X paradisi. (1) Nutritional value Grapefruit, like most of the other citrus fruits, is a great source of vitamin C, which helps the immune system. It is advantageous for the fight against, from simple cold to, asthma, rheumatoid fever, osteoarthritis, cancer, heart disease and stroke. (2) Lycopene, which gives grapefruit its red and pink colors, is a carotenoid phytonutrient, with high anti-tumor ability. Also lycopene has the highest capacity among the common dietary carotenoids to fight free radicals. (2) According to the availability of the content of phenolic compounds in the grapefruit juice, it is ranked among the highest in food products of antioxidant activity. (2) Limonoids, another phytonutrient in grapefruit, promotes the formation of glutathione-S-transferase, thus minimizing the tumor formation. Pectins, a form of soluble fiber in grapefruit is useful against the progression of atherosclerosis. (2) Also, the grapefruit juice increases urinary pH value and citric acid excretion, and significantly reduces the formation of calcium oxalate stones, thus minimizing kidney stone formation. (2) Naringenin, a flavonoid concentrated in grapefruit, helps to repair damaged DNA, especially in human prostate cancer cells. 8-oxoguanine-DNA glycosylase and DNA polymerase beta, enzymes are induced by Naringenin, which are useful in DNA base excision repair pathway. (2) Although the nutritional value of grapefruit is highly commended and proved, around a decade ago, scientists found that the availability of oral drugs can be severely reduced by grapefruit food products, especially grapefruit juice. The cytochrome P-450 3A4 system, in the intestine, which is facilitates the first pass metabolism in many drugs, can be inhibited by grapefruit. Also in the brush border of intestinal wall, there are P-glycoprotein pumps. They transport many of the substances used by cytochrome P-450 3A4. This system is also inhibited by grapefruit. Inhibition of both these systems can be dangerous. Because of these, knowledge and awareness of these interactions is massively important. These interactions can lead to severe effects and these interactions can occur very commonly as most of the times, both the drugs and grapefruit food products are used together at breakfast. (3) Mechanism of interaction Cytochrome 3A4 is a member of cytochrome P-450 enzyme system. In the endoplasmic reticulum of cells all over the body, it can be found. It is a heme-containing large multigene family. As oxidative bio-transformation of different exogenous and endogenous substances occurs in liver and intestinal wall, cytochrome P-450 is abundant in those places. In the apical brush border of enterocytes, P-glycoprotein can be found. It is a membrane transporter and a member of adenosine triphosphate binding cassette (ABC). Once lipophilic drug is taken into the enterocytes, it is pumped back into the lumen by P-glycoprotein or metabolized by cytochrome P-450 3A4. These actions limit the oral delivery of many drugs. With the intake of grapefruit juice, cytochrome P-450 system is inhibited, thus pre-systemic metabolism of drug is decreased and bioavailability of the drug increase. (4) Grapefruit juice causes massive reduction in translation of these enzymes from its m-RNA. However the transcription of m-RNA from DNA is not affected. Grapefruit also promotes the deterioration of these enzymes. These actions together, massively decline the cytochrome P-450 activity in a quick and irreversible manner. A decline of 47% of total levels of cytochrome P-450 3A4 levels can be seen within the four hours of grapefruit juice ingestion. With this decrease, increased bioavailability of the drug can be maintained for about a day. Even after that, for some time, 30% of its effect is still there. (5-7) Some studies indicate that effect on grapefruit juice on cytochrome p-450 3A4 system and P-glycoprotein system are controversial. Means grapefruit juice can activate the P-glycoprotein pumps in vitro in a way (9). This could result in massive efflux of drugs back into the lumen. This is believed to be the cause for diminished bioavailability of some particular substrates, or sometimes this can neutralize the effect of reduced cytochrome P-450 3A4 activity due to ingestion of grapefruit juice. However Digoxin, a prototypical P-glycoprotein substrate, is found as one of the substrates in P-glycoprotein pump, which is not affected by grapefruit juice (8, 10). By both inhibition of function and, down-regulation, grapefruit juice inhibits the function of P-glycoprotein pumps. Example: increased bioavailability of cyclosporine with the grapefruit juice. This is believed to be a result of P-glycoprotein inhibition, other than cytochrome P-450 3A4, since the increase of bioavailability, produced by reduced enterocyte cytochrome P-450 3A4 concentrations, are tend to differ than the obtained results (8). MRP2 (multi-drug resistant protein 2) an associated P-glycoprotein efflux protein, has also shown its inhibition of action, with the ingestion of grapefruit juice (11). In spite of all the acquired knowledge, researchers still further investigate the grapefruit and drug interactions. In vivo effect of grapefruit juice on P-glycoprotein is an area believed to be needed to investigate further more. OATPs or organic anion-transporting polypeptides also said to be potently inhibited by grapefruit juice. In the small intestine, they are involved in the process of apical to basal transport of drugs (8, 10, and 12). The knowledge and conclusions obtained with the studies carried out in vitro cytochrome P-450 3A4 inhibition by grapefruit, the likelihood of these interactions happening in a natural way (the ingestion of grapefruit food products) can be predicted. It is also believed that the reported ethnic differences and the activity of the cytochrome P-450 3A4 could be because of the dietary differences, such as consumption of grapefruit. All in all, because of the potential of grapefruit and grapefruit related food items to interact with drugs, intake of grapefruit should be carefully monitored, in order to maintain necessary drug concentrations within the body of a patient, within the therapeutic windows. Phytochemistry Another aspect that the researchers are still thoroughly studying on is knowledge about active constituents in grapefruit juice in the molecular level, which can interfere and act on P-glycoprotein pumps and cytochrome P-450 systems. Although these studies are not extensively studied or completely proven, they indicate various molecules that take part in the drug interaction process. Flavonoid glycosides such as naringin, naringinin, hesperidin, neohespiridin, narirutin, quercetin, and didymin are some of substances responsible. Also, sesquiterpen and furanocoumarins (such as 6,7-dihydroxybergamottin) are also responsible (3, 14-16). Naringin is the most abundant flavonoid contained in the grapefruit juice. Also the flavonoids in the grapefruit exist as glycosides. After ingestion, the actions of intestinal flora convert these to sugars and aglycones. These compounds can inhibit the cytochrome P-450 enzymes. Theoretically, it is believed that electron rich polyphenolic nature of these compounds is responsible for that. Most studies show the in vitro effect of these compounds on cytochrome P-450 enzyme system. But in vivo, researchers have not yet completely proven or identified their effects on cytochrome enzyme system (17). Naringinin, which is a metabolite of naringin, has a higher activity in vitro, although naringin has no visible effect. This leads to a complication and some suspicion among researchers that flavonoids may not be the main active substance in grapefruit, which is responsible for the whole drug interaction dilemma. Even though with all these debates, due to very high concentration of these compounds in grapefruit juice and the fact naringin is present only in grapefruit among the fruits in citrus clan, quest for flavonoids still continues. Recent researchers are mostly focusing on furanocoumarins. Main furanocoumarins are bergomottin and its derivative 6,7-dihydroxybergomottin(DHB)(18). Debates still going on about the extent of effect these compounds on interaction mechanism certain studies have shown that DHB and, to an average amount bergamottin are vital contributors of grapefruit-drug interaction process (18, 19). In one particular study, furanocoumarins, DHB and four others, mixed and tested. The inhibitory potency on cytochrome enzyme systems declinedeven when any one of these compounds taken out from the mixture, not just DHB. That created a complication. There are even studies supporting that perhaps DHB and bergomattin may not be the primary compounds in the inhibition process (20). With all these facts this idea also still in the process of intense research and suspicion. Drug-Grapefruit interactions Amiodarone and anti-hypertensive drugs 1,4-dihydropyridine calcium antagonists are used mostly for patients with angina pectoris and also for patients with essential hypertension. They are lipid soluble drugs, metabolized by cytochrome P-450 3A4 in vivo, and grapefruit juice can affect its bioavailability. Intensive study and research began with the effects of grapefruit juice with felodipine, another calcium channel blocker and an anti-hypertensive drug. It was found that when grapefruit juice is ingested, oral bioavailability of these drugs can increase by 112% (21). Furthermore it demonstrates that intra-venous pharmacokinetics of felodipine remains without a significant change with the grapefruit juice ingestion (21). Also the interaction frequency gradually increases with the increased grapefruit juice ingestion. Because of these reasons, it is recommended that interval of 2-3 days between administration of felodipine and ingestion of grapefruit juice. The elderly specially should be warned about this situation. Amioderone is used for cardiac arrhythmias. It is converted into N-desethylamioderone by cytochrome P-450 3A4. With the ingestion and interaction with grapefruit juice, N-desethyl amioderone production inhibits almost completely, with an overall decline in side effects produced by amiodarone (8). Furthermore benzothiazepine calcium channel antagonist diltiazem, nisoldipine, verapamil, ACE inhibitors like enalapril and aptopril also said to have effect with grapefruit juice interaction. Benzodiazepines and CNS drugs Midazolam is a drug of benzodiazepine class used for acute seizures for inducing sedation and in insomnia. Certain studies have proven that grapefruit juice has a great effect on first-pass metabolism, which reduces the metabolism efficiency badly and increase its bioavailability (22). Clinical importance is that especially for the patients with cirrhosis of the liver, intestine metabolism of cytochrome P-450 3A4 is vital. So the ingestion of grapefruit juice has to be avoided. Another use of midazolam is in pediatric dentistry. Oral midazolam is very commonly used for this. There have been incidents that because of the bitter taste acquired with the administration of oral midazolam, patients tend to take sweetened food items, sometimes grapefruit. If grapefruit was taken in after administration of oral midazolam, blood plasma midazolam levels can increase and patient may tend to have exaggerated seduction time. Triazolamand clozapine are some other drugs that can also affect. Antimicrobials Indinavir is commonly used to treat HIV in highly active antiretroviral therapy. It is a protease inhibitor. There are reports showing that ingestion of grapefruit juice can delay indinavir absorption with the increase of gastric pH, but it does not affect systemic bioavailability (23). It is believed, because primary metabolism may not take place in the intestine. Saquinavir is also another drug used for patients with HIV. It is also a protease inhibitor. It is shown that the ingestion of grapefruit juice can increase the bioavailability of saquinavir (24). Although it increased the bioavailability, the clearance of the drug won’t change. This could be an indication that inhibition of cytochrome P-450 3A4 is affected. Theoretically, because of the dose dependent nature of the saquinavir, it is possible that effectiveness can increase with the inhibition of cytochrome P-450 3A4. Artemether an anti-malarial drug, also shown its increasing oral bioavailability, when grapefruit juice is ingested. But its time dependent reduction of bioavailability does not affect by grapefruit (25). This could indicate the importance of cytochrome P-450 3A4 in the pre-systemic metabolism. Quinine, a natural drug used in broad range of aspects, seemed to be does not affected by grapefruit juice. It is because it is primarily metabolized in the liver. (Where inhibition of cytochrome P-450 3A4 with grapefruit mainly effect on the gut)(8) Its low clearance is also helpful for this. Furthermore in antibiotics, clarithromycin, show increased time for reach for its peak concentration, but pharmacokinetics seemed to be unaffected (26). While abendazole, an anti-parasitic, shows an increased bioavailability with the ingestion of grapefruit juice (27). Chemotherapeutics Cyclosporine is a widely used immunosuppressant drugs, used in organ transplants. Studies have shown that cyclosporine and its metabolites both show rapid increase in their concentrations in plasma, when grapefruit juice was administered (28). Anti-histamines and serotonin analogues Cisapride is a drug that increases the motility of the upper GI tract. It is a serotonin receptor agonist. Studies have shown that cisapride systemic bioavailability gradually increases with the administration of grapefruit juice (29), because of the inhibition of cytochrome P-450 3A4. Therefore it’s advisable, that the patients who are taking cisapride, especially with a risk of cardiac arrhythmias, should avoid drinking grapefruit juice. Terfenadine, anti-histamine, also show increased system bioavailability when grapefruit juice is taken in (30). This also play an important role, because in an electrocardiogram, increased systemic levels of terfenadine can prolong the QT interval. Statins and cholesterol-lowering drugs Simvastatin, a cholesterol lowering drug, also shown increased serum concentrations when grapefruit juice is taken (31). Also its active metabolite simvastatin acid levels and HMG-CoA reductase inhibitors also increase. Active metabolites of the grapefruit juice, Bergamottin and Naringenin are said to be responsible for this. It is also carried out from the inhibition of cytochrome P-450 3A4 and thus limiting the first pass metabolism in small intestine. Lovastatin, another cholesterol reducing drug said to have same effects as simvastatin, when the grapefruit juice is administered. Serum concentrations of lovastatin and its active metabolite lovastatin acid seem to be elevated. By the same mechanism, prevention of first pass metabolism in the small intestine by inhibiting cytochrome P-450 3A4. Conclusion Because of the vast difference of effects given by grapefruit-drug interactions, and its effects on pharmacokinetics, physicians should be vigilant about the whole procedure. And also warn their patients about the possible consequences which can happen in a drug-grapefruit interaction. Patient-to-patient variability, mostly the age of the patient, should be thoroughly remembered. And the elderly should be warned especially as they are more prone to the grapefruit-drug interactions (8). Also the knowledge about these interactions can be used for the advantage of the physician. Example: to lower the dosage. Still, because all these are mostly in a research level and safe procedures should always be followed as patients safety is the top priority.

Broken Lives Essay -- essays research papers

Broken Lives written by Estelle Blackburn is an expository text, which through research has presented that nineteen year old John Button was wrongfully convicted of killing his seventeen year old girlfriend Rosemary Anderson in a hit and run. I believe through my reading of Broken Lives that the key factor of expository texts is to explore awkward questions deeply and critically. In this case who was guilty of killing Rosemary Anderson in a hit and run, John Button or Eric Edgar Cooke, and the effect of Cooke’s crimes and murders had on people. John Button was a loving, caring, active and an innocent man. John’s relationship with girlfriend Rosemary Anderson was strong. They planed to get married and Rosemary’s family accepted John for who he was and was already thinking of him as a son in law. â€Å"She was all he could think of: he was in love and was still consumed by the beautiful night at the Skyline Drive-in†. John was caring and always thoughtful of other living things. â€Å"John was upset when he saw the first kangaroo die from Colin’s shot†¦ He was too soft hearted to shoot†. As a child and teenager John loved to keep active by attending ballroom dancing which he was in love with. Button was innocent of killing Rosemary, but fierce police questioning and the police failing to investigate the case thoroughly lead to his imprisonment. There was little physical evidence to prove John’s guilt. â€Å"†¦ looking for blood, flesh or human hair which was likely if the c ar had hit a human...

We Must Reduce Class Sizes and Improve Teaching Methods Essay -- Class

County High school's current purpose of education is to prepare students with the knowledge they need to be ready for the workforce. To fulfill their purpose they place a minimum of 30 students, if not more, in each class with only one teacher. I, as a junior at County High school, believe that to improve the education for the long term benefit of students the number of classes should be reduced and the customary teaching methods should be improved. Class sizes are too large and need to be reduced. For example, currently, there are 36 students enrolled in my English class, including myself. I have no problem of any kind with the other students. My problem is that there are so many students in that class that as a result, only some get feedback from the teacher. It is unfair that the teacher only has time to talk to some. If the class sizes are reduced the teacher will have the opportunity to talk one on one with the students, helping them overcome their academic struggles. In a class of 40, not all students are sentient of what the teacher is teaching them. Some sit in the back of the classroom like brainless zombies and waste their time day dreaming or doing something else. It is not obvious whether each student participates or not. There are so many that students hardly engage with the class. But in a class of 20, it is obvious if a student does not participate. Students are forced to be sentient and engage in what’s going on. In both classes there are students who are conscious. The only major difference is that in a smaller class all students are conscious rather than only some. If the classes are reduced each student will get an equal opportunity to engage in the education that will get them into the workforce. Jam... ...le of the Cave." Republic. (Harmondsworth: Penguin, 1974.) pg.240-48. Print. James Baldwin, â€Å"A Talk To Teachers,† in The Language of Composition, edited by Renee H. Shea, Lawrence Scanlon, Robin Dissin Aufses. (Boston, MA: Bedford/ St. Martins, 2008) pg.123-129. James Baldwin, â€Å"A Talk To Teachers,† in The Language of Composition, edited by Renee H. Shea, Lawrence Scanlon, Robin Dissin Aufses. (Boston, MA: Bedford/ St.Martins, 2008) pg.123-129. IBID Horace Mann, â€Å" A Report of the Massachusetts Board of Education,† in The Language of Composition, edited by Renee H. Shea, Lawrence Scanlon, Robin Dissin Aufses. (Boston, MA: Bedford/ St. Martins, 2008) pg. 150-152. Ralph Waldo Emerson, â€Å"Education,† in The Language of Composition, edited by Renee H. Shea, Lawrence Scanlon, Robin Dissin Aufses. (Boston, MA: Bedford/ St. Martins, 2008) pg. 103-108.

Pope John Paul II as a Candidate for Canonization Essay example -- ess

The question of whether or not that Pope John Paul II should be canonized can be answered by a review of his teachings and his actions throughout his life. There are countless details and reasons which illustrate that Pope John Paul II is a probable and anticipated candidate for canonization. John Paul has practiced heroic virtue, lived in fidelity to god’s grace, and is believed to carry the Holy Spirit inside him. These reasons will be supported by linking his life on earth with a canonization excerpt from the Catechism. John Paul was supporting and ratifying. His journey began on May 18, 1920 in southern Poland. John’s mother died when he was only 9 years old and was raised by his single father who supported his schooling. He was always optimistic and looked forward to aiding others through his path, until he enters Heaven. As a young teenager, John was an athlete and an actor. Despite his busy schedule, he always took time to work as a volunteer librarian. This demonstrates that John Paul shows God’s grace in helping others in spite of living a fun and ruthless life as ...

Customer Contribution to Improving Service Quality in the Hospitality Industry

Quality Management in Services Drago Constantin Vasile The Bucharest Academy of Economic Studies, Romania E-mail: [email  protected] com Abstract The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure control, (3) quality consultancy, and (4) co-production control. However there are some difficulties and the hospitality organizations need a structured approach to overcome them. Developing a strategy to enhance the effectiveness in performing this function is an important challenge for the hospitality organization management. Our study recommends five courses of actions to be included in such a strategy. They envisage (1) increasing the customer`s knowledge of the firm`s quality standards,(2) encouraging customers to voice their concerns, (3) training customers (and employees) to manage the interpersonal encounter, (4) motivating customers to involve in performing the quality-control function and (5) training customers about their tasks in coproduction. Keywords: quality, hospitality industry, hospitality service, service, customer JEL Classification: L83, M31, M11 Introduction The issue of quality has taken an increased importance in business, being associated with a competitive advantage that can ensure the firm`s profitability and survival (Maddern et al. , 2007). The recognition of the nature and the important role of quality in business is the result of an evolution of quality ideas over time. To this respect, Dale and Cooper (1992) describe four stages (i) quality inspection, (ii) quality control, (iii) quality assurance, and (iv) total quality management. The last involves a shift of paradigm: a changing culture where quality is a basic value of the organization and the goal is a steady improvement in quality, as a strategy to gain competitive advantage. The assumption is that suggestions for improvements may come from any level in the organization (Barnes, 1995). But, in our opinion an important aspect is that valuable suggestions may come from the exterior of the organization, in particular from customers. The aim of this study is to discuss the challenge caused by managing service quality in the hospitality industry. The key questions are how customers may contribute to improving Vol XI †¢ Nr. 26 †¢ June 2009 441 Customer Contribution to improving Service Quality in the Hospitality Industry quality and what approach should adopt the hospitality organizations to enhance their contribution. The specific characteristics of the hospitality services cause an inherent involvement of the customer into their design and/or provision. In this context we claim that customers may perform a quality-control function and the actions firms can take regarding the co-option of customers` competence must be encouraged because of their beneficial effects. Our line of reasoning relies on theories and concepts from the international scientific literature and on the practice in the hospitality organizations. The evaluation of the issue of customers` contribution is made from the original perspective of integrating separate aspects within a function of quality control that can be assigned to customers of the hospitality services. The first section of the study presents the characteristics of hospitality services which provides the main explanation of the customer`s participation. The second section describes the activities that are included in the quality-control function. The last section discusses the difficulties that may be encountered in performing this function and it is presented a model of a strategy for enhancing customer contribution to improving hospitality service quality 1. Quality in the hospitality services Quality is an important topic in management and marketing research but there is no agreed definition of the word among scholars and practicians. Faced with the great number of points of view, Garvin (1988) describes several categories of the way in which the concept can be defined. A first perspective is that high quality is identified by customers with the help of their senses, for example by looking to the furniture design in a hotel room, by testing the food, by perceiving the atmosphere of a restaurant. A more technical point of view is represented by definitions based on superior product/service attributes`, or those underlining `conformance to specification` which involves carrying out operations with zero defects. Finally, other definitions are customer-oriented. So, it is recognized that the customer decides what quality means based on the fitness for use from his/her perspective, or on the basis of the best value received for his/her money. When dealing with the topic of qua lity in the hospitality industry, we have to take into consideration some particularities that result from the nature of the hospitality services. The characteristics like intangibility, heterogeneity, simultaneity, perishability (Ioncica, 2000) have an impact on the ways quality is managed. For example, in their well-known study, Parasuraman et al. (1985) conclude that service quality is founded on a comparison between what the customer feels should be offered (expectations) and what is provided (performance). More than that, as relieved by Gronroos (1984), customers do not evaluate only the outcome of the service (the technical quality) but they also take into consideration the service delivery (functional quality). For instance, in a restaurant setting, the delicious food served to the guest is the technical quality of a service; while how the guest is treated and served by the waiter is the functional quality. Both of them give influence to the customer in perceiving the service quality. In the context of our study, we also mention other significant implications. One is the fact that hospitality services are generally consumed at the point of production, which makes inspection of the service output very difficult. This requires the presence of an inspector at the service delivery (Barnes, 1995). The job can be performed by an employee of the hospitality company, but also the customer may be involved in the process. 442 Amfiteatru Economic Quality Management in Services Another significant aspect of a hospitality sale is that it can be define as a human experience for consumers. A visit at a hotel is finished without a product to be taken home; in exchange, the guest will remember the whole experience. Pine and Gilmore (1998) point out that experience is different from service, as different as the last is from goods. They consider that â€Å"an experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, good tangible, services intangible, and experiences memorable. † (Pine and Gilmore, 1998, p. 98). For example, theme restaurants such as Hard Rock Cafe offer food, but this is a prop for entertainment. Also, luxury hotels like Burj-al Arab do not provide accommodation but memorable moments of life for â€Å"guests†. That`s why, in this paper we`ll use the equivalent terms of customers and guests (i. e. buyers of experiences). Finally, hospitality services usually involve the customers` participation in helping to create the service value (Calycomb et al, 2001). The degree and forms of participation are very different. Sometimes, it is low, when all that is required is customer`s physical presence (e. g. attendance at an evening show in a all inclusive resort); other times, it is higher, when guest is part of the service experience (e. g. ctive involvement of the audience at the evening show). In this paper we are interested of the customer`s participation in the area of managing quality. 2. The service quality control function of the customers A function is a general category of activities that a person must perform. For example a managerial function refers to the activities performed by managers to develop and maintain work environments in which people can accomplish goals effectively and effic iently. Fayol first suggested a set of five functions that were widely accepted and are popular until today. In this field of quality management in the hospitality organizations, we think that an important function is performed by customers, namely service quality control function. Some arguments support this opinion. One argument is that the changing dynamics of business has modified the traditional roles of customers who have become active players in the creation of value. As Prahalad and Ramaswamy (2000) put it customers possess knowledge and skills that are useful to companies and they tend to engage themselves in an active dialogue with manufacturers of products and services. So, from the company`s point of view, they become part of an enhanced network from where competence can extracted in the benefit of all parties involved in the value chain. The customers` competence is an essential issue in the hospitality industry where they play key roles in the production and provision of services. Other arguments are provided by the research dealing with the customer`s roles. Much of the existing literature focuses on their roles as sources of income or proxy marketing agents who disseminate information about venues or brands (Lugosi, 2007). However, there is a literature that offers insights towards a customer-firm partnership perspective. LangnickHall (1996) describes five distinct roles for customers: (1) resource, (2) worker (or coproducer), (3) buyer, (4) beneficiary, and (5) outcome of transformation activities. All of them involve different degrees of participation with various possibility of co-opting customer`s competences. For example, as a resource customers supply inputs that â€Å"can include any of the factors of production: capital, natural resources, ideas, or any tangible or Vol XI †¢ Nr. 6 †¢ June 2009 443 Customer Contribution to improving Service Quality in the Hospitality Industry intangible contribution to production activities† (Langnick-Hall, 1996, p. 798). Bitner et al (1997) suggest that consumers may participate in the construction of service experiences in three ways: (1) as productive agencies (e. g. providing inputs); (2) as contributors to quality, satisfaction and value (e . g. patrons of a bar may see it is as partly their responsibility to entertain themselves in the venue); and (3) as competitors (e. g. ustomers choose to provide services for themselves, for example, by purchasing alcohol and consuming it at home). Ford and Heaton (2001) highlight that customers may take responsibility for entertaining fellow consumers, directing the behavior of staff and guests, and providing critical feedback. In this paper we focus on the active involvement of the customers in assessing quality of hospitality services. The hospitality services involve a person-to-person interaction, i. e. an interactive process between service providers and receivers. In this context perceptions and actions of both partners should be taken into consideration when evaluating and managing quality. In this respect, customers` actions may be regarded as components of a genuine quality-control function. The main activities that are included in the quality-control function are presented in figure 1. CLIENTS †¢ †¢ †¢ †¢ QUALITY CONTROL FUNCTION On-the-spot control Service failure control Quality consultancy Co-production control FIRMS Figure 1 – The components of the customer quality control function On-the-spot quality control. The hospitality firm`s commitment to service quality is highly dependent on the employees who have tasks of the delivery of the service and who are part of the service through their attitude and behaviors. They are ultimately responsible for the satisfaction or dissatisfaction of customers with the experience they have (Presbury et al. , 2005). Managers spend time to supervise, train, motivate, and reward the employees so that they should produce excellent guest experiences (Ford and Heaton, 2001). However a manager, say, in a hotel cannot be present all the time near each of his/her subordinates. On the other hand, guests in a hotel are very often in contact with frontline employees, talk to them, and see their job performance. So, they have the opportunity to control the employees` activity and react when the last fail to behave as expected. It is also important that customers should have adequate knowledge and experience in evaluating the employee`s job performance and in assesing the quality of the service delivery. Many hotel guests who are familiar with hotel services meet this requirement. In conclusion, many customers do have the willingness and the necessary competence to signal nonconformance to quality standard in the activity of frontline staff. More than that, they can take corrective actions through negative comments, praise, or tips. The same aspects are valid for customer`s interactions with each other. For example, in an all-inclusive resort the guests dance together, play games and make sport, or attend evening 444 Amfiteatru Economic Quality Management in Services shows with extensive participation. In many such situations, customers help each other in case someone fails in performing adequately his/her part in the common hospitality experience. Service failure control. A type of control activity similar to the former is linked with customers' formal complaints and suggestions in case of service failure. Chung and Hoffman (1998) identify three categories of service failures: (1) Service system failure (e. g. cold food, slow service, insect problems, dirty silverware); (2) Failures in implicit or explicit customer requests (e. . food not cooked to order, lost reservations); (3) Unprompted and unsolicited employee actions (e. g. wrong order delivered, incorrect charges, rude behavior of employees). Hospitality services have a great propensity to fail due to their intangible and experiential nature, or the simultaneous production and consumption. The organizations cannot also guarantee error-free in advance due to o ther several factors. One is the high â€Å"human factor† (Susskind, 2002), namely high level of human interaction between frontline staff and consumers, giving rise to variability in service quality. Other ones are uncontrollable external factors (e. g. customer late arrival) or the possible confusion as to what exactly the firms have been promised. On the other side, the today`s restaurant or hotel guests are more demanded and educated, so it is more difficult to meet their expectations (Lee and Sparks, 2007). Quality consultancy. Customers often provide valuable consultation before and after the service experience (Ford and Heaton, 2001) and a significant area of interest concerns the service quality. Generally, this activity consists in providing information by the customer about what he/she likes or dislikes about the guest experience. The typical methods by which the firm collects such information are surveys, mostly in form of comment cards or detailed questionnaires. A comment card encourages guests to provide observations or suggestions about their service experience. The small size, easy distribution, and simplicity are considered sufficient factors to make customers to fill them out. Questionnaires address, inter ales, the business’s physical and service attributes areas (e. . rating the hotel room on a Likert-type scale) so that when analyzing the data managers could get an idea of the relative importance of these attributes to guests’ overall satisfaction. Co-production control. The most important way in which guests can participate in service experiences is that of active co-producers. In this case, the customer behaves as a partial employee who contribute s effort, time, or other resources to either design the service or perform some of the service delivery activities (Caycomb et al, 2001; Lengnick-Hall, 1996). Consequently, quality of a service is dependent on the quality of customer`s resources (e. g. adequate information about his or her needs), contributions, or behaviours (e. g. the way in which he/she interacts with the service provider). Hence, the necessity that quality control should be parted between organization and customer in function of each party contribution to the service design and provision. For example, a prerequisite for service quality is the firm`s understanding of customer`s needs, but also the firm must ensure the clarity of the customer`s tasks, i. . what is expected and how is expected to perform. On the other hand, the quality of customer`s participation depends on his or her ability and motivation to do the work. In addition to co-producing their own experiences, guests are often part of each other’s hospitality experience (e. g. enjoying the meal with other people at a restaurant). Again, the quality of participation can influence positively or 445 Vol X I †¢ Nr. 26 †¢ June 2009 Customer Contribution to improving Service Quality in the Hospitality Industry negatively the experience for others. Successful hospitality organizations look for opportunities to include their guests as a part of each other’s experience in positive ways. 3. The strategy to enhance customer contribution to improving service quality The quality-control function exists in a certain degree in almost all the hospitality interactions. The first step of a successful organization is to recognize the value of customer`s participation. On the other side, the performance of the quality-control function by customers is not an easy task due to a number of risks and limitations in the process. On-the-spot inspection of the frontline personnel`s job performance may give rise to defensive reactions. Sometimes it is possible that employees should not appreciate or accept guests` comments even when they are responsible for the quality failure caused by their poor performance. This has a potential of conflict resulting in hurt feelings and, finally, unhappy customers. The risk is higher if customers have excessively high expectations about the services the hospitality organization has to deliver. This element of confusion has a negative impact on the effectiveness of the quality-control function operation. Another risk does not come from a guests` intervention but from their lack of reaction, when they do not voice their concern. This is a loss for the hospitality organization because the management receives no more a qualified help of the experienced customers who possess the competence to supplement its effort of improving service quality. Concerning service failure, customers` typical reactions are exiting silently and never to return, continuing to patronize the establishment despite their dissatisfaction (but they will spread a negative word-of-mouth), or voicing their complaints to the operator (Kim et al, 2009; Susskind, 2002). Customer`s complaint is the most valuable reaction because it can give rise to prompt corrective actions of the service provider, such as fixing product and service delivery problems. The difficulty with the customer`s function of quality consultant is represented by the fact that he/she must accomplish two basic condition. First, he or she must possess adequate knowledge and experience. Second, he or she has to possess the willingness to participate in activities that involve spending time. Besides these aspects, a problem resides even in the methods by which the hospitality organization collects information from customers. Most of them are quantitative data – such as rates of customer`s perceptions as a point on a scale – provided by questionnaires or comments cards. But these methods might not help the hospitality organizations to obtain insights on what guests are thinking about the quality of the service experience. For example, as Pullman at al. (2005) point out, if hotel guests rate their perception of employee friendliness as 7 points out of 10 points, instead of 8 points, it is not very clear what this difference in perception means. Finally, co-production implies the division – in various proportions – of the hospitality service provision between staff and guests. This introduces some uncertainty in the system in comparison with the situation when only trained and motivated employees do the entire job. Firstly, customers may have poor abilities to do their work. Secondly, some of them may prefer not to act as co- producers (e. g. they prefer to be served by waiters instead of preparing, say, salad by themselves). 446 Amfiteatru Economic Quality Management in Services These difficulties highlight a number of issues that are important to be taken into consideration. Consequently, we think that a strategy to enhance customer contribution to improving hospitality service quality has to include five courses of action: †¢ Increasing the customer`s knowledge of the firm`s quality standards; †¢ Encouraging customers to voice their concerns; †¢ Training customers (and employees) to manage the interpersonal encounter; †¢ Motivating customers to involve in performing the quality-control function; †¢ Training customers about their tasks in co-production. Increasing the customer`s knowledge of the firm`s quality standards. Customers have to be very familiar with the quality standards of a service in order to perform effectively the quality-control function. However, the hospitality organization has a role to play by helping customers to know better its performance standards and relevant rules, regulations, policies, and procedures. Advertising is a means by which firm can express its value proposition but also other communication methods are adequate. For example, the manager making the table rounds at a restaurant and the hotel manager talking with a guest have the opportunity to clarify such issues. Encouraging customers to voice their concerns. A dissatisfied or upset guest who simply walks quietly away is an inconvenient situation for the hospitality organization not only because it loses one customer or more customers (taking into account the negative word-ofmouth communication). The firm loses valuable information about a service failure. From another point of view failing in expressing a feedback, the guest abandons his/her role of quality-controller. The organization must prevent it, for example trough clearly inviting customers to express their opinion about the quality of the service experience, explaining how a complaint should be lodged, or simply how to give feedback. In case of service failure, adequate service recovery (i. e. actions addressing the customer complaint) can restore customer satisfaction (Kim et al. , 2009). A distinct issue is that of the customer`s involvement as a quality consultant. The firm may increase the effectiveness of the consultancy process through collecting not only quantitative data but encouraging customers to provide a more detailed feedback. For example, a section can be included on the comments cards asking open questions. Thus, the customer is allowed and encouraged to explain good or bad incidents, or to mention employees and their actions that have made pleasant or problematic the service experience. Training customers (and employees) to manage the interpersonal encounter. Making suggestions to the employee who fails in observing the quality standards requires appropriate behaviors of the both parties in the encounter. This is even more significant in case of complaints. In terms of transactional analysis, the customer who indentifies a service failure and makes a critical comment or lodge a complaint is in the psychological ego state of â€Å"Parent†, using evaluative, critical, disapproving behaviors. Usually, this ego state activates another one, the â€Å"Child† ego state, involving confronting responses, anxiety, blaming others, anger. Such a transaction is not productive at all because it gives rise to defensive (i. e. aggressive or passive) attitudes. Generally, the most effective human relationships and performance come from the â€Å"Adult† ego state. Hospitality organizations must encourage and help the customer to adopt an Adult behavior which involves a rational approach of the case, providing and collecting clear and relevant information, or making Vol XI †¢ Nr. 26 †¢ June 2009 447 Customer Contribution to improving Service Quality in the Hospitality Industry claims with calm behaviors. The same is valid for employees who must be trained to always react in a friendly manner to customer`s observations and complaints. Motivating customers to involve in performing the quality-control function. Customers must be motivated to engage in performing the quality-control function. A motivator for undertaking the role of on-the-spot controller can be the fact that the guest feels qualified to do it and that he/she has paid for the service. But, most of them may prefer not to assume additional burdens upon them. This is a critical aspect in performing quality consultancy tasks, or in co-participation. Because hotel guests may not accept to spend time to answer open questions unless there are some incentives to be received, the management may make some promisses like free dessert if the customer will become a â€Å"consultant† in a program of improving quality. Being member in a focus group involves sometimes the remuneration of the participants. Finally, customers` motivation to the quality of co-participation is a complex issue because of the great variety of situations and degree of involvements. An interesting contribution to the topic has been made by Schneider and Bowen (1995), who has identified several possible incentives for co-production: (a) productivity increases that result in lower prices, (b) increased self-esteem because of increased control, (c) more discretion and opportunities to make choices, (d) shorter waiting times, and (e) greater customization (cited in Langnick-Hall, 1996). It is the duty of the organization to define appropriate ways to motivate its own co-producers. Training customers about their tasks in co-production. Co-production involves special care because of the degree of uncertainty it introduces in hospitality service provision. To enhance service quality it is essential that customers should know what and how they are expected to perform their tasks. Hospitality organizations have several responsibilities. First of all, they must identify suitable services for co-participation and the degree of customer`s involvement in designing and providing the service. Then, it is necessary a careful selection of the customers who are able and willing to become co-participant in service provision (Do they have the necessary skills? Is the experience too dangerous? Is this participation in accordance with their expectation? ). Finally, customers must be trained so that they should understand their specific roles and contributions to co-production. In this respect, the organization may receive a valuable aid from other guests who are co-participants and who can help with training the `colleagues` to perform better. But even in this case, the organization has a responsibility to look for opportunities to â€Å"include their guests as a part of each other`s experience in a positive way† (Ford and Heaton, 2001, p. 1). Conclusions The study examines the complex interactions between hospitality firms and their customers and from the perspective of the former`s involvement in the organization`s quality management. The customers` role is quite extended in this area and has multiple facets. Thus, based on relevant international literature, the first research question receives the answer that customers may contribu te to improving hospitality service quality through accomplishing on-the-spot control, service failure control, consultancy, and co-production control. A quality control function is proposed to summarize and describe these activities. The value of the theoretical model resides in providing a unitary view of some actions of customers that seem to be disparate but have the same end of addressing service quality issues. So, the firm`s managers may go further from simply recognizing the value of 448 Amfiteatru Economic Quality Management in Services customer`s commitment to quality assessment and control and this conceptual framework may help with deepening their understanding of these processes. Also, the study put into light the obstacles hindering the performance of the above mentioned function. Following this line of reasoning, several courses of actions are suggested to be adopted by the hospitality organizations to enhance customers` contribution to managing service quality, which addresses the second research question. The findings have significant implications for shaping a strategy to enhance customer contribution to improving hospitality service quality. The core of this strategy is constituted by intensifying the two-way communication between the two parties involved in the hospitality service experience. On one side, transmiting information about the firm`s quality standards may eliminate customer`s possible confusion as to what exactly the firms have been promised. On the other side, the firm has to encourage customers to express their concerns, to give feedback, to lodge complaints when necessary, to communicate observations and suggestions about the quality of service experiences. Finally, an important aspect is also the perspective of the Transactional Analysis, underlining the effectiveness of objective and problem-oriented Adult-Adult relationships between customers and hospitality firm`s employees. Further research can be developed on the basis of the theoretical model and strategy presented in this paper, aiming to testing the customer quality control function and identifying good practice of its performance. References 1. 2. 3. 4. 5. 6. 7. 8. 9. Barnes, D. , Managing operations, The Open University, Milton Keynes, 1995 Bolwijn, P. T. , Kumpe, T. , â€Å"Manufacturing in the 1990`s – Productivity, flexibility and innovation†, Long Range Planning, Vol. 23, No. 4, 1990 Chung, B. , Hoffman, D. K. , â€Å"Critical incidents†, Cornell Hotel and Restaurant Administration Quarterly, Vol. 39 No. 3, 1998 Claycomb, C. t al. , â€Å"The customer as a productive resource: a pilot study and strategic implications†, Journal of Business Strategies, 2001 Dale, B. G. , Cooper, C. , â€Å"Total quality and human resources: An executive guide†, Blackwell, 1992 Dutta, K. et al. , â€Å"Service failure and recovery strategies in the restaurant sector†, Int ernational Journal of Contemporary Hospitality Management, Vol. 19, No. 5, 2007 Ford, R. C. , Heaton, C. P. , „Managing Your Guest as a Quasi-Employee†, Cornell Hotel and Restaurant Administration Quarterly, April 2001 Garvin, D. A. , Managing quality, Free Press, New York, 1988. Gronroos, C. „A service quality model and its marketing implications†, European Journal of Marketing, Vol. 18, No. 4, 1984 10. Ioncica, M. , Economia serviciilor, Ed. Uranus, Bucursti, 2000 Vol XI †¢ Nr. 26 †¢ June 2009 449 Customer Contribution to improving Service Quality in the Hospitality Industry 11. Kim, T. et al, „The effects of perceived justice on recovery satisfaction, trust, word-ofmouth, and revisit intention in upscale hotels, Tourism Management, no. 30, 2009 12. Lee, Y. L. , Sparks, B. , „Appraising tourism and hospitality service failure events: A Chinese perspective†, Journal of Hospitality & Tourism Research, no. 31, 2007 13. Lengnick-Hall, C. , â€Å"Customer contributions to quality: A different view of the customer-oriented firm†, The Academy of Management Review, Vol. 21, No. 3, 1996 14. Lind, M. , Salomonson, N. , „A pragmatic conception of service encounters†, AIS Special Interest Group on Pragmatist IS Research, Inaugural Meeting, Paris, Dec. 2008 15. Lugosi, P. , „Consumer participation in commercial hospitality†, International Journal of Culture, Tourism and Hospitality Research, Vol. 1, No. 3, 2007 16. Maddern, H. et al. , „Customer satisfaction and service quality in UK financial services†, Discussion Papers in Management, University of Exeter, No. 0, 2007 17. Ok, C. et al. , â€Å"Modeling roles of service recovery strategy: a relationship-focused view†, Kansas State University, 2002 18. Parasuranam, A. , et al. , „A conceptual model of service quality and its implications for future research†, Journal of Marketing, Vol. 49, 1985 19 . Pine, B. J. ; Gilmore, J. H. , â€Å"Welcome to the experience economy†, Harvard Business Review, Vol. 76, No. 4, 1988 20. Prahalad, C. K. and Ramaswamy, V. , â€Å"Co-opting customer competence†, Harvard Business Review, Vol. 78, No. 1, 2000 21. Presbury, R. et al. „Impediments to improvements in service quality in luxury hotels†, Managing Service Quality, Vol. 15, No. 4, 2005 22. Pullman, M. et al. , „Let me count the words: quantifying open-ended interactions with guests†, Cornell Hotel and Restaurant Administration Quarterly, Vol. 46, 2005 23. Susskind, A. M. , „I told you so! : Restaurant customers' word-of-mouth communication patterns†, Cornell Hospitality Quarterly , No. 43, 2002 24. Widjaja, D. C. , „Managing service quality in hospitality industry through managing the ‘moment of truth’: a theoretical approach†, Universitas Kristen Petra, 2002 450 Amfiteatru Economic

Getting Knowledge from Reading Essay

Reading is the best way to learn different kinds of things. Such as reading recipe books for making delicious dishes, or learning different kinds of language, or cultures. We are starting learning our children at the age of 1 or less. We always start from alphabets. So that, they can makes their habit to read books. I think which is really good for them. But nowadays mostly people don’t like to read books; they think that it’s very difficult to understand. Teenagers go to the library for fun, but they never read the books moreover, they think books are boring to read. However, for some people books are their life; wherever they go whether in the bus or somewhere else they start reading books, no matter what other people is going to think. Like in this book for these two authors reading is their life. They really think that books are gifts for them are Ricky Moody, who wrote, â€Å"The joy and enthusiasm of reading†, and â€Å"Alberto Manguel, who wrote, â€Å"Reading ourselves and the world around us†. Reading is become a passion for both of them. Moody talks about believes in the books and on the other hand MAnguel talks about the outside world. It gives the opportunity to think about differently and come up their conclusion. For Moody, reading is his believe he also mentioned when he first started his article that he believe in choosing difficult kinds of books so that he can come up with his own ideas. Moody also mentioned in his article that reading was not an option, â€Å"Mr.  Buxton, who probably had better things to do, nonetheless agreed to meet one night to go over the text line by line. â€Å"The first thing he did was point out the repetition of motifs. † (3) Moody did not give up for that he picks up the other book that intrigued him. Moody main motive is to teach other people that reading your own and come up with your conclusion that can give you freedom to think something bigger. You don’t need anybody to help you can explain you line by line. People should pick difficult books so that they can learn something new and challenge themselves. Furthermore, for Manguel, reading also teaches us to learn from your surroundings. In his article, Manguel states that, â€Å"The astronomer reading a map of stars that no longer exist; the Japanese architect reading the land on which a house is to be built so as to guard it from evil foces; the zoologist reading the spoor of animals in the forest†(6). Manguel means that sometime you don’t need the specific books to gain knowledge. However, sometime you can read the other person face. He also said that only mother can understand her child language when her child is hungry. Reading can gives an individual so much; books give a lot of knowledge and become us smarter, because some time we are too busy with our other works that we forget that books help us to think broader. But in these articles, for both author reading is their life and passion for them. They can come up with their conclusion; they are taking interest, sharing their view, and showing their passion so that other people can learn from them.

Circumcision in South African Males vs Phillipino Males Essay

Compare and contrast the attitudes, beliefs and perspectives around a specific health issue amongst two different population groups, and consider the implications of this for clinical or community practice. Introduction A controversial health issue around the world is male circumcision. Male circumcision is the removal of part of or the entire foreskin on the penis and is a controversial topic in many countries and across many different religions. In this essay the beliefs, attitudes and perspectives of South African men will be compared those of Filipino men about medical male circumcision and traditional male circumcision. Traditional circumcisions are usually performed outside of formal medical settings by providers who have a special training but are not health care professionals. Medical circumcision alternatively is performed by a medical professional in a medical setting. According to the world health organisation (WHO), 30% of men worldwide have been circumcised, mostly in developing countries where it takes place for religious and cultural reasons (World Health Organisation [WHO], 2007a). Male circumcision is an important issue, especially in South Africa and the Philippines, as third world countries as it can be uses as a partial preventative measure against HIV infection. Description of population groups The two population groups I chose were South African men and Filipino men. I chose South African men as one of my population groups because while studying circumcision I noticed there was a lot of literature on the topic in relation to South Africa and surrounding nations and the effects it has on preventing HIV transmission. I found this population group interesting because in South Africa even though there is clear benefits in reducing HIV transmission and great publicity around the benefits only 35% of men were circumcised (WHO, 2007a). Furthermore in researching this topic I discovered multiple reasons why men chose to get circumcised, one reason was purely so they weren’t uncircumcised witch I found strange. This was the case in the Philippines, where 90% of all men are circumcised, and most saying there reason for being circumcised was so they weren’t uncircumcised (Lee, 2006). I found this reasoning interesting and decided to explore this culture for my second population group. If circumcision can reduce the chances of transmitting HIV and other sexually transmitted diseases as well as reduce penile cancer it is important to understand different cultures beliefs and attitudes toward the procedure to encourage circumcision within the culture. It is also good to understand why some cultures have such high rate of circumcision compared to other cultures and countries as it may help develop strategies to promote circumcision countries with lower rates. South Africa In South Africa 57. 2% of circumcised men had traditional circumcisions and 42. 8% were medically circumcised (Connolly, Simbayi, Shanmugam, & Nqeketo, 2008). Amongst this circumcised population, the majority of the medically circumcised men were white (97. 8%) or Indian (92. 8%), compared with traditional circumcision which was mostly Black South Africans (Connolly et al. , 2008). In South Africa, more specifically within the Black South African community circumcision is done for religious and cultural reasons (Peltzer & Kanta, 2009). It is seen as a ritual that marks the passage from boyhood to manhood for the adolescent. The process usually requires boys to spend about a month in induction camps in seclusion away from women and outsiders. If they fail there initiation into man hood they are believed to be stuck as a boy for the rest of their life. The ritual is considered by the community as a sacred custom (Peltzer & Kanta, 2009). Traditionally this ritual involved traditional circumcisions and traditional initiation, however more recently some communities have allowed medical circumcision followed by traditional initiation into manhood. However there is a hostile relationship between men who were traditionally circumcised and men who were medically circumcised. While most men acknowledge medical circumcision is safer and know the benefits it has in helping prevent HIV and sexually transmitted disease, they fear that they will be ridiculed by peers and stigmatised as â€Å"cowards† and not viewed as â€Å"real men† for having the procedure done under anaesthesia (Peltzer & Kanta, 2009, p. 91). They believe that the pain makes the boys courageous, strong men and is a passage into manhood, where they can have a wife and kids. Philippines On the other hand, in the Philippines very few men are circumcised for religious or cultural reasons. Boys are usually circumcised between the ages of five and eighteen with most being circumcised between ten and fourteen (Lee, 2006). Most boys report being circumcised just so they are not uncircumcised, to avoid teasing and stigma in the community. Many Filipino men believe women prefer circumcised males, and therefor to be masculine and have a wife and children it is preferable to be circumcised. Similar to South African beliefs Filipino boys become circumcised because they do not want to be seen as â€Å"cowards† for not having the courage to go through the pain and anxiety associated with the process (Lee, 2006, p. 228). Filipino men also report getting circumcised because it was their parent’s orders or they were threatened with a beating if they chose not to or because it was just normal for a boy his age to and his friends were getting it done. Many men report being nervous for the procedure but excited to achieve the man hood they have anticipated. Most of the Filipino men submit to this social culture because they want to be seen as masculine and not as a coward. It is a social phenomenon, propelled by individuals need to conform and gain acceptance through this procedure by acquiring a range of masculine related traits and opportunities (Lee, 2006). Comparison of population groups While the two countries have different religions and cultural views, the striking similarity between the two population groups is that they both view the practice of circumcision and the pain and anxiety associated with this process as empowering to the men. Fulfilment of this ritual enhances psycho-social health because it frees them of ridicule and stigma as a â€Å"coward† (Lee, 2006, p. 228). Being circumcised means men from both cultures are considered masculine and therefore allows them to carry out tasks that are believed to be masculine such as having a family. However circumcision in South Africa is seen as a rite of passage and a sacred ritual that allows boys to become me and usually occurs later in life around the age of seventeen to twenty-one but even as late as twenty-six (Mavundla, Netswera, Bottoman, & Toth, 2009). Whereas, in the Philippines the procedure is more of a social trend, done because everyone else is getting it performed. It is also performed much earlier, most commonly between the age of ten and fourteen in the Philippines. South Africa have a more spiritual and deeper reasoning for having the procedure done, men display a deeper more conscious reasoning for having the procedure compared to Filipino men, who tend to follow the social trend (Mavundla et al. , 2009). With so many Filipino men circumcised (90%) the social trend hold strong and the even with new information about risks and benefits the majority continue to get the procedure done (Lee, 2009), while in South Africa with more information coming out more people are opting for medical circumcision with over 130 000 medical circumcisions being performed in 2010 (WHO, 2011). There is a growing trend in South Africa to have medical circumcision, whereas in the Philippines the process in considered outside the general realm of medicine and therefore is not performed in medical settings. While they have different culture and beliefs, and go about performing the procedure differently there main motive to be masculine is common amongst both population groups. Conclusion The advantages associated with being circumcised show great potential to help lower the rates of HIV and sexually transmitted disease in South Africa if more men are circumcised. The cultural transition into manhood is a barrier to overcome as medical circumcision is believed to interfere with this process. If however medical circumcision became more of a social norm as it is viewed in the Philippines, more boys would be inclined to have the procedure to fit in with the rest of the community.  The social normality of the process seems to have a greater influence on boy’s preference then cultural or religious reasons, as 90% of Filipino men are circumcised compared to 35% of South African men (Lee, 2006; WHO, 2007a). Guidelines South Africa: * Conducting community based education and information sessions on the health risks and problems associated with traditional circumcision, and how allowing medical circumcision followed by traditional initiation can reduce these risks. Train more male nurses who can perform the circumcision since most nurses in South Africa are female and boys going through initiation are not allowed contact with women because if they see women during this time they fail there initiation into man hood. * Understand the community’s rationale for the ritual circumcision and work with the community to find alternative solutions together, and trying to help reduce the stigma associated with men being medically circumcised with alternative ays to prove their strength. Philippines: * Developing circumcision clinics throughout the Philippines where boys can have the procedure performed in proper hygienic conditions. * Giving boys information about the risks and benefits of the procedure so they can more meaningfully decide to have to procedure done * Explain the procedure, and offer pain medication so that boy don’t have to feel so nervous about what is happening and have a better understanding of what going to happen.

Free Essays on Workaholism

A Case of Market Culture: Workaholism There is an addiction that is prevalent in our society and of rising concern. Workaholism is a very modern concept which society tends not to recognise it as a problem. It is not a traditional type of addiction, and one that still isn’t fully understood. The effects of workaholism are far more severe than people realise. There is a fine line between loving to work and workaholism, which is a line that is very difficult to define. Even the difference between wanting to succeed and being a workaholic is minor. In order to find this point, certain considerations must be made. Consideration of the cultural values of a society is essential, because the expectations in different cultures differ vastly. The individual psychology of a person should be evaluated, because it is not society as a whole that holds the beliefs of a workaholic. Obsession with work threatens health, relationships, communities and the environment (Sumner, 2003). It is a subculture that has become part of our lives and can have great impact on society. The problem of workaholism exists when work success is seen as a measure of our self-worth. Hard-workers are acknowledged and appreciated in society and so it is difficult to see it as a hazard. This is why it is such an unassuming subculture. People become addicted to work for a number of reasons, including the innate desire to be successful. Work is satisfying to people because they like to succeed and jobs are a medium to measure their success. People have goals that they strive to achieve, and when they attain them they have internal feelings of pride, a sense of accomplishment and achievement. Over achieving can result in praise and promotion, and therefore, success. A workaholic is an overachiever that cannot differentiate between work and their personal lives. Many people in the workforce are faced with workaholism because balancing personal and career demands can be a ma... Free Essays on Workaholism Free Essays on Workaholism A Case of Market Culture: Workaholism There is an addiction that is prevalent in our society and of rising concern. Workaholism is a very modern concept which society tends not to recognise it as a problem. It is not a traditional type of addiction, and one that still isn’t fully understood. The effects of workaholism are far more severe than people realise. There is a fine line between loving to work and workaholism, which is a line that is very difficult to define. Even the difference between wanting to succeed and being a workaholic is minor. In order to find this point, certain considerations must be made. Consideration of the cultural values of a society is essential, because the expectations in different cultures differ vastly. The individual psychology of a person should be evaluated, because it is not society as a whole that holds the beliefs of a workaholic. Obsession with work threatens health, relationships, communities and the environment (Sumner, 2003). It is a subculture that has become part of our lives and can have great impact on society. The problem of workaholism exists when work success is seen as a measure of our self-worth. Hard-workers are acknowledged and appreciated in society and so it is difficult to see it as a hazard. This is why it is such an unassuming subculture. People become addicted to work for a number of reasons, including the innate desire to be successful. Work is satisfying to people because they like to succeed and jobs are a medium to measure their success. People have goals that they strive to achieve, and when they attain them they have internal feelings of pride, a sense of accomplishment and achievement. Over achieving can result in praise and promotion, and therefore, success. A workaholic is an overachiever that cannot differentiate between work and their personal lives. Many people in the workforce are faced with workaholism because balancing personal and career demands can be a ma...

George Carruthers and the Spectrograph

George Carruthers and the Spectrograph George Carruthers has gained international recognition for his work which focuses on ultraviolet observations of the earths upper atmosphere and of astronomical phenomena. Ultraviolet light is the electromagnetic radiation between visible light and x-rays. George Carruthers first major contribution to science was to lead the team that invented the far ultraviolet camera spectrograph. What Is a Spectrograph? Spectrographs are images which use a prism (or a diffraction grating) to show the spectrum of light produced by an element or elements. George Carruthers found the proof of molecular hydrogen in interstellar space by using a spectrograph. He developed the first moon-based space observatory, an ultraviolet camera (see photo) that was carried to the moon by Apollo 16 astronauts in 1972*. The camera was positioned on the moons surface and allowed researchers to examine the Earths atmosphere for concentrations of pollutants. Dr. George Carruthers received a patent for his invention the Image Converter for Detecting Electromagnetic Radiation especially in Short Wave Lengths on November 11, 1969 George Carruthers Work With NASA He has been the principal investigator for numerous NASA and DoD sponsored space instruments including a 1986 rocket instrument that obtained an ultraviolet image of Comet Halley. His most recent on the Air Force ARGOS mission captured an image of a Leonid shower meteor entering the earths atmosphere, the first time a meteor has been imaged in the far ultraviolet from a space-borne camera. George Carruthers Biography George Carruthers was born in Cincinnati Ohio on October 1, 1939, and grew up in South Side, Chicago. At the age of ten, he built a telescope, however, he did not do well in school studying math and physics but still went on to win three science fair awards. Dr. Carruthers graduated from Englewood High School in Chicago. He attended the University of Illinois in Urbana-Champaign, where he received a bachelor of science degree in aeronautical engineering in 1961. Dr. Carruthers also obtained his graduate education at the University of Illinois, completing a masters degree in nuclear engineering in 1962 and a doctorate in aeronautical and astronautical engineering in 1964. Black Engineer of the Year In 1993, Dr. Carruthers was one of the first 100 recipients of the Black Engineer of the Year award honored by US Black Engineer He has also worked with NRLs Community Outreach Program and several outside education and community outreach organizations in support of educational activities in science at Ballou High School and other DC area schools. *Description of Photos This experiment constituted the first planetary-based astronomy observatory and consisted of a tripod-mounted, 3-in electronographic Schmidt camera with a cesium iodide cathode and film cartridge. Spectroscopic data were provided in the 300- to 1350-A range (30-A resolution), and imagery data were provided in two passbands (1050 to 1260 A and 1200 to 1550 A). Difference techniques allowed Lyman-alpha (1216-A) radiation to be identified. The astronauts deployed the camera in the shadow of the LM and then pointed it toward objects of interest. Specific planned targets were the geocorona, the earths atmosphere, the solar wind, various nebulae, the Milky Way, galactic clusters and other galactic objects, intergalactic hydrogen, solar bow cloud, the lunar atmosphere, and lunar volcanic gasses (if any). At the end of the mission, the film was removed from the camera and returned to earth.George Carruthers principal investigator for the Lunar Surface Ultraviolet Camera, discusses the instru ment with Apollo 16 Commander John Young, right. Carruthers is employed by the Naval Research Lab in Washington, D.C. From left are Lunar Module Pilot Charles Duke and Rocco Petrone, Apollo Program Director. This photograph was taken during an Apollo lunar surface experiments review in the Manned Spacecraft Operations Building at the Kennedy Space Center.

Political Culture Essay Example

Political Culture Essay Example Political Culture Essay Political Culture Essay â€Å"Drawing examples from any one Caribbean territory and using public opinion data from sources , to what extent is political culture less dependent on local culture as a result of recent technological developments. † Political culture is the particular set of orientations, beliefs, customs, and preconceptions which are shared by members of the society, which give meaning to their political process, and which provide the underlying assumptions that govern their political behaviour and public policies (Lawrence 6). On the other hand we have local culture, which Karen Lawrence describes as the history, family, politics, landscape, art, music and values and people melded into a sense of place that feels vibrant and cohesive and firmly rooted. Local culture is where and how one is connected to life and each other; it is the collective memory of a community. What is technology might one ask? Technology is the use of tools or instruments for any human activity. These human activities can be production, storage, exchange, transportation or even consumption. It is the branch of knowledge that deals with the creation and use of technical means and their interrelation with life society and the environment, drawing upon such subjects as industrial engineering,  applied  science,  and  pure science. Politics is an area which manifests may aspects of our culture and in these modern times, political culture in the Caribbean territory of Jamaica has become dependent on recent technological developments. Globalization is a process of interactions and integration among people, companies, and governments of different nations, a process driven by international trade and investment and aided by information technology. This process has effects on the environment, on culture, on political systems, on economic development and prosperity, as well as human physical well-being in societies around the world. Due to globalization, money, goods and manufacturing have become more mobile than they once were, and as a result corporations and businesses are allowed to finance, invest and move wherever they choose, they have a wider access to other countries across the world. There is a shift in the balance of power between international businesses and governments. National governments are less able to control the activities of mobile businesses than in the past, while corporations and financial institutions are in a better position to dictate to national governments. They do this by, purchasing the currencies of states whose policies they approve and abandoning, or threatening to abandon the rest. In 2003, Jamaica’s debt stood at $4. 4billion owing to the IMF, the debt required that 52 cents of every dollar earned goes for interest payments. By this time Jamaica had already paid back 17 times the amount of money originally borrowed. Farming and industry have been in crisis. There was a very high unemployment rate and there has been migration from the rural areas to Kingston, people in search of jobs and opportunities. There was an increase in crime and drug trade, which in turn have led to frequent police killings. Political violence and rioting has been seen in recent years. Responsible in part for this unrest and turmoil is globalization, ensnaring the country in enormous debt arranged by the International Monetary Fund (IMF), the World Bank, and other international lending agencies at high interest rates. â€Å"The structural adjustments that were imposed by the IMF had cause for an increase in interest rates to industry and farmers, so that they could no longer compete with the flood of subsidized or â€Å"dumped† foreign imports. These policies have driven down wages and forced the government to cut back funding for education, healthcare, and agricultural programs which benefit the poor (Harper 2003). † Again due to globalization there was civil unrest and mayhem in Jamaica. In 2009 there was an extradition request from the USA for Christopher â€Å"Dudus† Coke, a drug kingpin who enjoyed demigod status in the west Kingston stronghold of Tivoli Gardens. The United States wanted him for drug trafficking and gun trade. The then ruling party, the Jamaica Labour Party did not want to give up Mr. Coke, as he had close ties with the party. This included a construction company called Incomparable Enterprises, where Dudus was a partner, was awarded three government contracts by the JLP valued at $US 400 thousand, also a contract worth US $150,000 to transport materials to Riverton City landfill. Also the JLP was also responsible for campaigning and establishment of the â€Å"garrison† known as Tivoli. The USA said that they would cut all ties with Jamaica if Mr. Coke was not extradited. Jamaica depended on the US for money and imported products. Jamaica could not afford to lose America’s support, as so in turn, Dudus was extradited. This is a clear example of the influence of globalization. According to Alec Ross, one of the creators of technology policy for Barack Obamas 2008 presidential campaign, â€Å"We are well beyond being able to consider social media a fad. If you are not open to social media spaces then you are not attuned to the dynamics on the street and you sacrifice both understanding and power. The emergence of Social Media has caused for the political culture in Jamaica to be less dependent on local culture, due to this recent technological advancement. In 2007 statistics showed that 539. 543 per 1,000 people  in Jamaica used the internet, in 2005 3,042,000 people in Jamaica were telephone subscribers. Also in 2007 there were 2,700,000 mobile phone subscribers and 444. 079 per 1,000 people in Jamaica who had radios. In 2002, 70. 04% of households in Jamaica had televisions. These numbers are rising every year, with social media becoming more popular as the years go by. In Jamaica there are 7 local television channels; the two main local channels being CVM and TVJ (Gordon 89). These channels no longer focus on what is going on locally in the country or show many locally produced shows. The time slots for these stations are filled with American based television shows, cartoon and movies. The local news also doesn’t focus on what is happening in the country each day, but only gives us a brief overview and then skips to â€Å"international news† updating the public on what is happening in places such as USA, Canada, Asia and South America just to name a few. It is speculated that in Jamaica, the people know more about what is going on in America than they do about what is happening in their â€Å"own backyard. † In Jamaica during election time, the political parties use the media as a way to voice their opinions of the other parties and also articles and pictures are published in order to persuade voters to vote for a particular party or to persuade the public to vote in general. The media also helps with political socialization, this is the process by which people form their ideas about   politics and acquire political values, the two main political arties in Jamaica being the Jamaica Labour Party and the People’s National Party. Social media currently plays a huge part in the political culture of Jamaica. Jamaica tries to emulate the political culture of the United States of America that is using social media forums which include facebook and twitter as a way to promote political parties instead of sticking the usual me ans of newspapers and new channels. As technology develops, politics has to develop along with it. An example of this is seen by the creation of a facebook page called â€Å"Young Jamaica† which is an affiliate of the Jamaica Labour Party. The purpose of the page is to inform Jamaica’s youth about the JLP and to promote this party over the PNP. It encourages young Jamaicans to get enumerated and it also highlights the failures of the PNP and its members. Another example of social media forum is the seen by the creation of a facebook page called â€Å"Blame Bruce† which is an affiliate of the People’s National Party blaming past Prime Minister Bruce Golding for problems in Jamaica. There was also a â€Å"hashtag† on twitter called â€Å"Blame Bruce†. The Jamaican political culture is less dependent on the local culture. The most recent instance of the local culture being brought into politics was due to the Jamaica 50th celebration on August 6th 2012, Jamaica was an independent nation for 50 years. Due to technological developments, the political culture of Jamaica is less dependent on local culture. Globalization and Social media have had a huge effect on the political culture, as these seem to have more of an influence than the local culture.

The Causal Factors of Divorce in America essays

The Causal Factors of Divorce in America essays It is hypothesized that one causal factor of divorce among heterosexual American couples is financial problems. It is said that the number one cause of divorce is financial problems. No mater how rich or poor a person is, one constant subject of marital disagreements leading to divorce is money. In reality, of course, it is not the lack of money that causes divorce. The vast majority of couples who split cite money as the main or primary factor. A recent study found that 57 percent of divorced couples said financial disputes were a primary cause of marital discord (Larson, Newell, Topham, Nichols, 2002). Ten percent said it was the main cause of divorce. However, the issue of money doesn't always have to lead to the demise of a relationship. For married couples the financial aspect of the relationship actually has some benefits(Johnson, Wright, Ketring, 2002). There is a sense of stability and security when two people can work together and manage money cooperatively (Johnson, Wright, Ketring, 2002). Married couples also enjoy more tax benefits than singles because they are more likely to own a home than to rent. However, money can cause some serious pr oblems in a relationship. While different views about money can lead to strife, experts say many times the issue of money is only the lip of the iceberg for a mound of problems that exist in the relationship (Johnson, Wright, Ketring, 2002). One money issue for couples of today have to deals with is the women bringing home the larger paycheck (Crouter, Sayer, McHale, 2001). Now more women are working and many of them are holding down high-paying, professional jobs. Women generally are the money managers in the relationship responsible for budgeting, balancing the checkbook, etc. with little or no input from their partner(Lavee & Katz, 2002) . This was not much of a problem for couples say, a generation ago, when the man was the primary breadwinner of the household. The resentme...

The Siege of Jerusalem During the First Crusade

The Siege of Jerusalem During the First Crusade The Siege of Jerusalem was conducted from June 7 to July 15, 1099, during the First Crusade (1096-1099). Crusaders Raymond of ToulouseGodfrey of BouillonApproximately 13,500 troops Fatimids Iftikhar ad-DaulaApproximately 1,000-3,000 troops Background Having captured Antioch in June 1098, the Crusaders remained in the area debating their course of action. While some were content to establish themselves on the already captured lands, others began conducting their own small campaigns or calling for a march on Jerusalem. On January 13, 1099, having concluded the Siege of Maarat, Raymond of Toulouse began moving south towards Jerusalem assisted by Tancred and Robert of Normandy. This group was followed the next month by forces led by Godfrey of Bouillon. Advancing down the Mediterranean coast, the Crusaders met little resistance from local leaders. Recently conquered by the Fatimids, these leaders had limited love for their new overlords and were willing to grant free passage through their lands as well as trade openly with the Crusaders. Arriving at Arqa, Raymond laid siege to the city. Joined by Godfreys forces in March, the combined army continued the siege though tensions among the commanders ran high. Breaking off the siege on May 13, the Crusaders moved south. As the Fatimids were still attempting to consolidate their hold on the region, they approached the Crusader leaders with offers of peace in exchange for halting their advance. These were rebuffed, and the Christian army moved through Beirut and Tyre before turning inland at Jaffa. Reaching Ramallah on June 3, they found the village abandoned. Aware of the Crusaders intentions, the Fatimid governor of Jerusalem, Iftikhar ad-Daula, began preparing for a siege. Though the citys walls were still damaged from the Fatimid capture of the city a year earlier, he expelled Jerusalems Christians and poisoned several of the areas wells. While Tancred was dispatched to capture Bethlehem (taken on June 6), the Crusader army arrived before Jerusalem on June 7. The Siege of Jerusalem Lacking sufficient men to invest the entire city, the Crusaders deployed opposite Jerusalems northern and western walls. While Godfrey, Robert of Normandy, and Robert of Flanders covered the walls of the north as far south as the Tower of David, Raymond took responsibility for attacking from the tower to Mount Zion. Though food was not an immediate issue, the Crusaders had problems obtaining water. This, combined with reports that a relief force was departing Egypt forced them to move quickly. Attempting a frontal assault on June 13, the Crusaders were turned back by the Fatimid garrison. Four days later the Crusader hopes were boosted when Genoese ships arrived at Jaffa with supplies. The ships were quickly dismantled, and the timber rushed to Jerusalem for building siege equipment. This work began under the eye of the Genoese commander, Guglielmo Embriaco. As preparations progressed, the Crusaders made a penitential procession around the city walls on July 8 which culminated with sermons on the Mount of Olives. In the following days, two siege towers were completed. Aware of the Crusaders activities, ad-Daula worked to strengthen the defenses opposite where the towers were being built. The Final Assault The Crusaders attack plan called for Godfrey and Raymond to attack at opposite ends of the city. Though this worked to split the defenders, the plan was most likely the result of animosity between the two men. On July 13, Godfreys forces began their attack on the northern walls. In doing so, they caught the defenders by surprise by shifting the siege tower further east during the night. Breaking through the outer wall on July 14, they pressed on and attacked the inner wall the next day. On the morning of July 15, Raymonds men began their assault from the southwest. Facing prepared defenders, Raymonds attack struggled, and his siege tower was damaged. As the battle raged on his front, Godfreys men had succeeded in gaining the inner wall. Spreading out, his troops were able to open a nearby gate to the city allowing the Crusaders to swarm into Jerusalem. When word of this success reached Raymonds troops, they redoubled their efforts and were able to breach the Fatimid defenses. With the Crusaders entering the city at two points, ad-Daulas men began fleeing back towards the Citadel. Seeing further resistance as hopeless, ad-Daula surrendered when Raymond offered protection. The Aftermath In the wake of the victory, the Crusader forces began a widespread massacre of the defeated garrison and the citys Muslim and Jewish populations. This was sanctioned mainly as a method for cleansing the city while also removing a threat to the Crusader rear as they would soon need to march out against the Egyptian relief troops. Having taken the objective of the Crusade, the leaders began dividing the spoils. Godfrey of Bouillon was named Defender of the Holy Sepulchre on July 22 while Arnulf of Chocques became the Patriarch of Jerusalem on August 1. Four days later, Arnulf discovered a relic of the True Cross. These appointments created some strife within the crusader camp as Raymond and Robert of Normandy were angered by Godfreys election. With word that the enemy was approaching, the Crusader army marched out on August 10. Meeting the Fatimids at the Battle of Ascalon, they won a decisive victory on August 12.