Microbiology - Leprosy PowerPoint Presentation Example | Topics and Well Written Essays - 1000 words

Microbiology - Leprosy - PowerPoint Presentation Example This bacterium has an important property which has labeled it as a slowly dividing bacterium that is it takes 14 days for the growth to become two fold. This also accounts for the need for prolonged treatment of this bacterium. This disease presents with a very interesting past and it is believed that this condition existed in 1550 B.C. because it has been mentioned by the Egyptians in their Papyrus Document. Works from the subcontinent dating to 600 B.C. also report of a pathology which very much looks like Hansen disease. It has also been reported that this disease was considered to be inherited. People who acquired this condition were believed to have been penalized by their God for doing something wrong. Hence these people were disliked and everybody stayed away from them and the poor sufferers were considered to be such a disgrace that they were supposed to wear clothes that differentiated them from the others and they were not allowed to intermingle with the other people. The disease state which is led to by mycobacterium leprae is known as leprosy and this is divided into two forms that are known as tuberculous leprosy or lepromatous leprosy. Both of these clinical conditions present with different symptoms. Lepromatous leprosy is associated with many disruptions on skin which have are same in size. These lesions lose their pigmentation are marked by erythema and also present with nodules. These types of skin disruptions join together and present with an appearance that is referred to as leonine facies. Histopathological findings of this leprosy show the presence of a specific kind of cells that are known as lepra cells which are basically macrophages that present with the appearance of foam. These cells are mainly found in the dermis and are demarcated from the epidermal layer of the skin. The infection can be

Electronic Usage Policy Research Paper Example | Topics and Well Written Essays - 1750 words

Electronic Usage Policy - Research Paper Example Recent researches have shown an increase in the number of, individuals, especially in their workplaces, who access the internet everyday all over the world and these individuals have access to many databases, which may sometimes hold explicit, violent, prohibited and at times illegal content. This has created a situation where these individuals use the electronic resources of the organizations for which they work to access information that is not work related and this has been a source of concern for the managements of these organizations. In order to curb these tendencies by those who use their electronic media, especially the internet, many companies and organizations have chosen to adopt electronic usage policies whose purpose is to ensure that there is responsible use of this resource. Furthermore, these policies have been put in place to ensure that electronic resources are not used for purposes, which are not compatible with the objectives of the organizations in which they are used. ... However, despite the fact that many businesses and institutions have made the internet accessible to their employees for the purpose of ensuring that they conduct their activities with ease, it has been realized that its usage has become subject to abuse by those who use it. In this paper therefore, we shall look at some of the reasons why the use of the internet should be regulated through the introduction of electronic usage policies by various institutions. Literature Review Recent surveys that have been conducted by human resource managers on employees have found that approximately sixty five percent of employees spend at least some of their work time on non- work related internet activity. Among the employees who use social networks sites, it has been found that fifty six percent of them check their profiles during their normal workdays and that fifteen percent of this group spends at least one hour a day browsing the internet on non-work related sites. It was further found that over sixty one percent of employees sent personal emails, with nineteen percent sending more than five personal emails per day. The response of many institutions and organizations to non-work related internet activity has been to establish tougher  policies  regarding internet  usage  and  electronic  means to ensure that their employees are monitored (Ambrose & Noel, 2006). It has been found that the most dominant method of controlling the internet behavior of individuals, is through the blocking of sites, the monitoring of internet usage  and email, and finally, firing employees for  violating the electronic usage policies of their companies. The developments in employee potential misuse of electronic technology, and the

Customer Satisfaction Of People With Disabilities Tourism Essay

Customer Satisfaction Of People With Disabilities Tourism Essay Abstract Purpose of the paper: The aim of this paper is to address the potentiality, requirements and expectations of people with disabilities and its implication on customer satisfaction in hotels. Design/Methodology/Approach: This article is based on secondary data collection: journal articles, websites, textbooks, pamphlets on people with disability, customer satisfaction and hotel marketing. The methodology of this article is by analysing the people with disability as potential market segment to the hospitality industry and identifying approaches, that hotel could inculcate for better customer satisfaction. Findings: In the hotel sector people with disabilities are tend to be seen as a marginal segment with limited service options available, thus the motivation, experience and satisfaction is greatly affected. However, suggestions provided addressing this issue could enable hotels improve on customer service thus facilitating satisfaction. Research Limitations: This paper exclusively based on secondary data brings out limited outcomes and limits the findings and interpretation compared to primary research data collection. Practical Implication: Hotels catering to tourist with disabilities than just being compliant with the law can do more in order to increase satisfaction and loyalty. This article is useful to organisations to understand this market segment and help develop better service operations. What is original / value of paper? The paper addresses the issue of customer satisfaction focusing on particular tourist segment i.e. people with disability in hotels. The main target audience are hotel managers and employees desiring to understand and achieve customer satisfaction through services offered to tourist with disabilities and in-addition would help hotels aspiring to open doors to this niche market segment. Introduction Customer satisfaction is of utmost importance, often given high priority and frequently is of a matter of concern to managers, employees, marketers of hotel and hospitality service providers (Yuksel and Yuksel, 2001 and Oh and Parks, 1997). Hospitality industries such as hotels strive towards making guest feel more than welcome, provide customer service in such a manner that would satisfy, delight, and make guests come back. Hotels commonly serving non-disabled customers could take step ahead and provide customer service to older and disabled people by making services offered more than accessible, providing accurate information and assistance in a friendly manner, which would enable the industry to secure a more loyal niche growing clientele that remains not quite touched upon (ADA Business Connection, 2006). From the late 80s until early 90s researchers focused on, people with disability within the hospitality and tourism context, yet the study in this area lost impetus (Yau, McKercher and Packer, 2004). However recently Burnett and Baker (2001), Darcy (2002), Ray and Ryder (2003) and McKercher, Packer, Yau and Lam (2003), have recalled this area of study. Hence, research regarding People with disabilities in hospitality context is limited (Burnett and Baker, 2001; Darcy, 2002; Ray and Ryder, 2003 and Israeli, 2002). People with Disabilities are an emerging market segment, which is of interest, with approximately 50 million individuals and expected to double by 2030 (Stumbo and Pegg, 2005). Moreover, the growth of People with Disabilities would also comprise majorly of ageing senior citizens or ageing baby boomers and this market segment would gradually prove to be of importance for the continuing success of the travel and hospitality industry (Burnett and Baker, 2001). Hence, this article focuses on customer satisfaction of people with disabilities as holidaymakers in hotels, which is of importance in order to capture a loyal market not only from a business point of view but also as a responsibility towards society. Moreover, the impending 2012 Paralympics games would certainly witness large number of disabled players and an increase in arrivals of disabled tourist. If hotels wish to exploit the benefits from the disabled tourist, it would be of importance to provide an exceptionally satisfying welcoming experience that would capture a loyal market and ensure return in the future (Department for media culture and sport, 2007a). Thus, customer satisfaction of people with disabilities becomes all the more important. Review of Literature: Disability Defined: Disability under the UK Disability Discrimination Act is defined as a ‘physical or mental impairment, which has a substantial and long term adverse effect on a persons ability to carry out normal day to day activities (Office of Public Sector Information, 2009a, p.2). However, British Council of Disabled People defines disability as a ‘disadvantage or restriction of activity by a society, which takes little or no account of people who have impairments- that is caused by physical, mental or sensory condition; and thus excludes them from mainstream activity (Busby et al., 2000,p.3); ‘Thus, disabled people are with impairments disabled by society'(ibid). Types of disability would include people affected in mobility, manual dexterity, speech, hearing, eyesight, memory or ability to concentrate learn or understand, also people suffering from diabetes, arthritis, multiple sclerosis, HIV, cancer are some of the conditions considered under disability (Department for Work and Pension, 2006). Hence, people with disabilities are not a small group but varied and hotels to achieve customer satisfaction will have considered serving the needs of people with different disabilities. The implementation of the Disability Discrimination Act to an extent has drawn the attention of the hospitality sector towards People with disabilities and have gradually begun to identify them as profitable potential tourist (Shaw and Coles, 2004).The act enforces that service providers do not discriminate people with disabilities whilst providing service (Office of Public Sector Information, 2009b). Business or organisation that provides service, offer facilities or supply goods to public are liable to duties of the Disability Discrimination Act under Part III and this does include hotels (Department of Health, 1996). The duties of this act for the service providers were rolled from 1996 to 2004 in three stages. The main essence of the duties that were introduced in three stages were that service providers discriminating or treating people with disabilities less favourably than non disabled customers was unlawful. In addition, service providers had to make ‘reasonable adjustments for disabled customers such as providing extra help or making changes to the way service is provided and reasonable adjustment to make the premises barrier free (Disability Rights Commission, 2002). Reasonable changes as stated by the legislation could be one reason as to why service providers just tend to be compliant with law by providing minute alteration such as ramps and tend to do nothing more extensive. Prideaux and Roulstone (2009) express that despite of broad explanation expressing the vitality of accessibility to disabled, the representation of term ‘reasonable adjustment as stated in the UK Disability Discrimination Act legislation is still unclear and service providers tend to relive themselves from the responsibility of having extensive accessible service and facility. Customer satisfaction and its importance: Hospitality service providers use customer satisfaction as primary tool, as it helps retain customers, help reduce promotion cost intended to attract new customer since satisfied customers tend to return and aid in promotion of the property (Yuksel, 2001). This can also hold true for disabled tourist, as they tend to get loyal to providers that meet the needs, expectation and have facilities that are accessible, and would aid in promotion. Daniels, Rodgers and Wiggins (2005) establish that people with disabilities when loyal to accessible providers that cater to them, promote and learn about new properties mainly through word of mouth, followed by internet sites and at times also through travel guides. Horner (2004) acclaims that industries benefit with retained customers as these customers who are loyal are likely to return and promote the goodwill of the industry to others which may bring in future business. Thus, customer satisfaction has benefits as it helps minimize extra costs, enables industry know their repeat customer better, which could help in improving future service. Defining customer satisfaction : Customer satisfaction is based on the involvement of various processes and at times on the customer experience and expectation and this makes it highly complex (Johnston and Clark, 2001). Moreover, customer satisfaction based on components like controllability, emotion, inference, motivation, performance by management or employee or any happening during the service delivery; all of which could work independently or in combination influencing the complex process of satisfaction (Oh and Parks 1997, Bowen 2001, Bowen 2002 and Bowen and Clarke 2002). Being a complex process, it is difficult to pinpoint one single definition and as result, customer satisfaction can be defined in various interpretations (Yuksel and Yuksel, 2001). However, Oh and Parks (1997, p.37) based on critical analysis of customer satisfaction suggested a convincing definition that ‘customer satisfaction may result from a very simple or complex process involving extensive cognitive, affective and other undiscove red psychological and physiological dynamics. People with Disability as Potential Market: People with Disabilities are potential customers for the hospitality sector and catering to this customer base would tend to generate billions in the sector (Arellano 2003). Moreover, senior citizens are likely to experience disability in some form as they age, and tend to coincide with that life stage when they enjoy a retired life having time to travel with surplus disposable income (Fleischer and Pizam, 2002). United Nations, (2007) claims by 2050 universally the number of old age population would double. Thus, disability in some form would also be increasing (Mann, 2005). Groschl (2004) express that as people with disabilities is increasing so is desire to travel, and this awareness has given rise to the need for making travelling and facilities barrier free as hospitality industries in the future would have to depend on this market segment (Glover and Prideaux, 2009). Based on the research conducted by Oztruk, Yayli and Yesiltas (2008), in the hospitality sector in Turkey made i t evident that hotels and travel agents encounter tourist with disabilities and have a positive opinion in the growth of this market segment. Another market that Huh and Singh (2007) express are families with a disabled members too travel on holidays and choose hotels having facilities that are accessible too all members and this market fails to be realized by service providers. Disabled holiday makers may at times travel with their partner or children who could be normal and would prefer to stay in hotel room of their choice not in a predetermined segregated accessible room, however disabled tourist have very little option in rooms selection due to limited available rooms (Clark, 2008). This point out hospitality industry such as hotels rarely gives thought to the motives and expectation of disabled tourist whilst designing. Thus, Gladwell and Bedini (2004) acknowledges that hotel employees failing to deliver appropriate service to disabled tourist are not only the ones affected, but also the service affects the family members or individuals accompanying them. With the introduction of Disability Discrimination Act, work places have accepted employees with disabilities, in addition, media has assisted in the gradual change in ideology, attitude of the society and this has vastly given rise to attempts made in order to understand People with Disabilities as a potential market segments thus becoming a new phenomenon (Burnett and Baker, 2001). People with disabilities being a niche market segment in the hospitality sector, a prime .concern that this market segment faces is accessibility to facilities offered, which plays an important role in destination or accommodation decision making; moreover accessibility is measured differently compared to non disabled tourist (Isareli, 2002). Disability in the U.K. In the U.K. about 10 million disabled people dwell (Office for Disability, 2008). Possessing an estimate annual spending power of 80 billion (Breakthrough-UK, 2009). This might suggest that having realized the economic value of this market, hotels would cater and try to delight disabled customers. However an assessment carried by tourism for all estimates that 2% of hotels are found to be wheelchair accessible, moreover the British Hospitality Association assess that out of the new 10,000 hotel rooms built from 2004 only 1% were wheelchair accessible (Department for culture, media and sport, 2007b). This would make one ponder if very few hotel rooms are accessible only to wheel chair users let alone other disabilities, then it might be possible that the customer service offered to disabled tourist too may not be optimal, satisfying or delightful. According to Employers forum on disability (2009), survey conducted in 100 UK companies revealed 44% offer accessible products, only one- third front line departmental employees take into account the preference and needs of people with disability and only 44% companies accept the fact that their websites are accessible to people with disabilities. Hence with so little done suggest that hotel consider disabled tourist marginal and customer satisfaction might not be of importance. The reason behind this could also be due hospitality industries fear that an increase in disabled tourist could displace the normal core business (Phillips, 2002) Attitude towards people with disability: Darcy (1998) reflects how important is recreation for disabled and senior tourist and their attitude towards tourism, but the outlook towards people with disabilities at hospitality destinations (hotels) are a matter of concern. The attitude of the individuals in society and marketers in industries towards People with Disabilities is likely to be prejudiced and hospitality providers such as hotels aim to just be compliant with the discrimination act, but little attention is given on how the act can help satisfy the lucrative People with Disabilities tourist market (Burnett,1996). Attitude against people with disability as in Asia can also be experienced where disabled members are seen as disgrace and believe that people with disability suffer as a result of the doings in previous life (Parker, 2001). Daruwalla and Darcy (2005) based on study conducted suggests that, the attitude of hotel staff can be changed by organising role play , visual information about various impairments and empowering customer service employees to communicate freely with People with Disabilities would change the mindset, moreover such training could be initiated at hospitality institutions. Kaufman-Scarborough (2001) argues that though the ability and necessities of disabled individuals is addressed, very less attention by hotels is given towards understand their needs and capabilities as consumer. Williams, Rattray and Grimes (2006) suggests organisation must view accessibility as a service beneficial to all members of the society and not just confined to People with Disabilities,, moreover such a service which satisfies all members of society would indeed prove to deliver a competitive edge in the market. According to Israeli (2002) hospitality sectors whilst catering and serving People with Disabilitie s find it difficult to meet their needs since the service hospitable attitudes does not flow genuinely and hence not able to serve them well. This indicates that tourist with disabilities when on holidays at hotels will certainly evaluate every facility differently from the point of accessibility and if the service towards them does not flow naturally this could leave them dissatisfied. Thus if hotels take initiative to make- facilities accessible, training employees adequately in order to service and communicate with disabled tourist appropriately will indeed achieve customer satisfaction and be able to capture a growing profitable loyal market. Barriers and its impact on service: Although this disability market segment, requiring special needs is gradually becoming of importance to the hospitality sector, majority of the hospitality industry do very little and tend to do adjustments just to be compliant with the law (Burnett and Baker, 2001). Besides that hotel managers do nothing more to cater or meet the needs of this niche market and tend to project indifference whilst meeting expectations and wants (Rice, 2006). According to Sen and Mayfield (2004) lodging facilities have numerous limitations when catering to People with Disabilities such as transportation, misplaced wheelchairs, the issue of accessibility to various public facilities, and the incapability of dealing appropriately towards people with different disabilities. People with Disabilities find it difficult to move around freely and perform activities and gestures within normal time as compared to non-disabled people (Daniels, Rodgers and Wiggins, 2005). Hence A prerequisite at hospitality sites to serve this special market segment so that their desires to enjoy leisure, experience facilities and rejuvenate at hospitality sites which are same as non disabled people is requirement of qualified human resource (Oztruk, Yayli and Yesiltas, 2008). Non disabled tourist have better experience than disabled tourist and hence if hotels wish to cater and serve people with disabilities then the barriers faced by people with disabilities such as mobility impaired, visually impaired, mentally impaired must be considered (Thapar et al., 2004). This segment comprises of various challenges that industry may face due to need for special equipments, change in structure, incapability of staff to handle customers (Ray and Ryder, 2003). It is vital that tourist sites that intend to cater to such a lucrative segment must address to special needs and consider barrier removals in order to make facilities accessible and enjoyable (Oztruk, Yayli and Yesiltas, 2008). Which would service not only people with disabilities but others too such as guests carrying heavy luggage or having baby pushchair (Westcott, 2004). Oztruk, Yayli and Yesiltas (2008) do opine that much more needs to be done for this market segment in order to increase the number of tr ips taken by disabled tourist, increasing activities in hotels and vitally hospitality sectors need to be educated on interaction and maintaining positive relationship with disabled tourist. Besides the structural barriers, disabled tourist due to their personality and difference in communication whilst socializing transpire as constraints to have an effective relationship with the society (Daniels, Rodgers and Wiggins, 2005). However, McKercher, Packer, Yau and Lam (2003) underpins that People with Disabilities as tourist are very well capable of establishing relation with people around them. In the tourism industry, service providers, which also include hotels, do little in regards to educating and training their employees in areas of understanding and serving People with Disabilities appropriately (Grady and Ohlin, 2009; McKercher, Packer, Yau and Lam, 2003 and Miller and Kirk, 2002). Lack of communication, knowledge about various impairments and negative prejudice leads to individuals maintaining distant and tend to have a wrong mindset about People with Disabilities. Thus, at times hospitality service providers having a stereotype view of People with Disabilities as sume that a disabled person is incapable of any activities one such example is the assumption that ‘wheelchair chair user is unable to communicate (Daruwalla and Darcy, 2005, p. 552). This suggests that negative attitude and lack of knowledge will indeed put employees in a position not knowing how to react or serve and communicate with disabled tourist. Smith, Austin, and Kennedy (2001) assert that tourist with disabilities when confronted with barriers that mar their movement greatly lowers their leisure satisfaction and tend to avoid such destinations. Through the survey conducted by Grady and Ohlin (2009) it was evident that hospitality managers find it difficult to cater to the needs of People with Disabilities as tourist since hoteliers lack the knowledge of dealing effectively thus meeting needs and expectation. Daniels, Rodgers and Wiggins (2005) state that hotel employees are prone to be underprepared in effectively dealing with People with Disabilities as tourist as they lack information and training in dealing with them. This points out that with such service delivered would certainly not satisfy or delight the tourist. Accessibility and impact on customer satisfaction: People with Disabilities and their quality of life is greatly impacted by recreation and it is vital for such recreational sites to be accessible, since through empirical research it was evident that accessible recreation sites have positive enriching effect on People with Disabilities (Darcy and Daruwalla, 1999 and Ray and Ryder, 2003). Before embarking on a travel journey, in order to be safe and have an enjoyable experience, people with disabilities must judge and decide on various concerns, determine risks by gathering required information and the criterias that influence decision process is more complex than for a non disabled tourist (Yau, McKercher and Packer, 2004). If People with Disabilities as tourist are not provided with necessary accessible information by the hotel or through hotel website, the satisfaction of choosing the hotel may not be experienced and this would restrain the motivation and desire to travel (OConnor and Frew, 2002). This suggests that if initially it self the motivation and desire to travel is not that high, due to lack of information the customer satisfaction could also be at jeopardy. Moreover, despite of risk evaluation People with Disabilities encounter many hurdles whilst they travel and sites that are inaccessible could have an impact on them, spoil their holiday and could even diminish their travel as well as stay experience (Oztruk, Yayli and Yesiltas, 2008). Hotels in particular though claim to be accessible, are in-fact not completely and easily accessible to disable tourist, and hence disabled tourist lack trust on hotels and rely on personal inspection of accessibility (Ray and Ryder 2003). This indicates that people with disabilities would be apprehensive whilst selecting places. Hence Ray and Ryder (2003) suggests that marketers can reach out to People with Disabilities and can be attracted to destinations is by highlighting them in advertisements, which could encourage the selection of destination. Therefore, according to McKercher, Packer, Yau and Lam (2003) people with disabilities unlike non-disabled tourist face barriers that are inherent, economi c, and environmental that hinder participation, interactive barrier- that is due to the attitude of hospitality service providers and non-availability of accessible information. The above-mentioned barriers are ascertained by Clark (2007) based on his life experience he expresses that, holiday for people with disabilities could be miserable. Since often, hotels have few accessible rooms and tend to be occupied by non-disabled people; moreover online hotel reservation websites lack the option for selecting an accessible room and in addition, travel agents charge more for service offered. Thus, Westcott (2004) articulates that people with disabilities tend to be more loyal and would return to those locations, which are accessible, where their needs are catered and make holiday experience memorable. Hence, it is suggested that to better serve People with Disabilities, which would satisfy and delight them it is important that hoteliers understand what within the establishment would prevent disabled tourist to participate in activities (Goodall, Pottinger, Dixon and Russell, 2004). Web site barrier: The advocates of People with Disabilities believe that hotel web sites that fall under the disability discrimination act and must be made accessible, however courts are yet to ensure that (Kreismann and Palmer, 2001 and Sherwyn, Eigen and Klausner, 2000). People with Disabilities such as visually impaired find it difficult to navigate through website (Mills, Han and Clay, 2008). In addition, face way-finding barrier, which can be over come with the help of facilitator (Thapar et al., 2004). This suggests that the satisfaction of visually disabled tourist may not be optimal since hotel websites if not accessible would influence the decision and service experience. Williams, Rattray and Grimes (2007) ascertains that hospitality industry when developing websites rarely take impaired users into consideration and hence few websites can be found that are friendly to visually impaired users. Mills, Han and Clay (2008)says that websites with accessibility barriers pose as a problem and decreases the opportunity of using websites, however websites when made accessible make People with Disabilities independent and can get-into websites for information despite the impairments. Some facilitators that can be used in websites are screen-read softwares that convert text on websites into speech or can also convert text into Braille (OBrien 2005). Web content accessibility must be capable to serve individual in society, which also includes People with Disabilities, however hotel website information accessibility is low and fails to meet the needs of disabled tourist for whom information provided plays an important role in travel decision-making (William, Rattray and Grimes, 2007). Despite this, various hotels fail to make provision for people with disabilities and on inspection by William and Rattray (2005), they discovered that many hotels have their web pages that are not access ible and even if they are, it was found to be compliant only with first level of accessibility addressed by world wide web consortium (W3C). Hence, it is evident that without proper web accessibility and inaccurate information for such a large market of people with disabilities who wish to travel may experience dissatisfaction through the service offered by hotels. Nusair and Kandampully (2008) put forth that service offered through websites that are accessible, helpful and providing desired information greatly affects customer satisfaction positively. To facilitate accessibility to all including disabled tourist the world wide web consortium have developed web content accessibility guidelines, following which, enables access to all(World Wide Web Consortium, 1999.) Apart from facilitators that convert text to speech or Braille which is very convenient for people with disabilities such as blindness, deafness but it is also important to address web accessibility for those have reading difficulty. WebPages commonly use option for changing the text size for accessibility but pay little attention to colour, it is important to note that some users cannot differentiate between colours and options must also be available to view text without colour and colour scheme used must be contrasting enough (World Wide Web Consortium, 1999). These simple guidelines in hotel websites could influence satisfaction, help in decision-making and the people with disabilities as tourist may patronize such hotels. Practically most of the industries universally lose some of their customers to competitors (Devlin, Gwynne and Ennew, 2002). This may be because the competing service provider is likely to meet the customers satisfaction level and expectation. Forsyth (1999) put forth that suppliers tend to cater to specific wants; however, customers commonly wish to do be associated with suppliers and their employees who are creative, honest, responsive, knowledgeable, approachable and cater to all wants and this makes customers see them as professional and tend to switch and maintain relation with such suppliers. Influence of hotel service on customer satisfaction. Customer oriented industries such as hotels place customer at the core whilst evaluating customer satisfaction, however in order to do so is it important to understand the customers needs and expectations which would help maximize satisfaction and maintain competitiveness and profitability ( McMullan, 2005). The study conducted by Danaher and Mattsson (1994) reveals that customer satisfaction in hotels is based on evaluation of various services offered which customers are likely to evaluate them separately and not collectively hence strongly impacting customer satisfaction. According to Forsyth (1999) in hospitality industry such as hotels, customer service is of prime importance to maintain good customer relation and maintain customer satisfaction. Cartwright (2000) argues that delighting a customer is also of importance and can be achieved when product and facilities serve more than expected. Service providers are now realising that delighting customers is more vital since by just satisfying customers and gaining their loyalty though are primary factors whilst satisfying customers cannot be entirely relied on. Disabled customers too travel and wish to enjoy facilities, services and are delighted when all is accessible, hotels need to keep them in mind whilst assessing their services. Shoemaker and Bowen (2003) revealed that in order to delight, maintain loyalty and connection, and gain trust from customers for the organisation it is important that all services and facilities are designed keeping customers into consideration. Based on survey conducted by Wei, Ruys and Muller (1999) concluded that people with disabilities and including senior travellers gave more importance to facilities and service that the hotel offered than other attributes such as dà ©cor, price, food and beverage, when judging the satisfaction they experienced during their stay. Zeitmal and Bitner (2003) explains that in order to achieve customer satisfaction, it is important to maintain quality and standard in every customer service encounter, in-order to do so it is important that employees understand specific requirements and priorities of customers during each service encounter. Findings and Suggestions:. From the literature it is evident that people with disabilities experience a lot of constraints, and have to consider various risks when planning to travel, also they face with limited options during travel selection process (United Nations, 2007). The lodging facilities such as hotels too are few that are able to cater to their needs and treat them as expected (Vignuda, 2001). Thus, often-disabled travellers are forced to select only those hotels that they are aware of, which will cater to their needs, since other hotels fail to treat them as expected and would fail to provide a satisfying experience. It is apparent that gradually in the future hospitality industries such as hotel would have to cater to this growing market and customer satisfaction would be of importance to ensure repeat business and draw such a niche market into hotels. Most of the service providers are reactive and implement installation of ramps or automatic door

Free Merchant of Venice Essays: Anti-Semitism :: Merchant Venice Essays

Anti-Semitism in The Merchant of Venice    Though many view Shakespeare's The Merchant of Venice as anti-Semitic, careful examination shows that the playwright actually develops the opposing point of view. These views can be easily established through a careful reading of the plays dialogue, character comparisons, and more subtly through indirect thematic developments by the playwright showing that on both simple and complex levels, Shakespeare attacks the anti-Semitic attitude that has been prevalent in society for centuries.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The words of the play actually challenge anti-Semitism. In one of his most eloquent moments Shylock addresses this prejudice when he verbalizes the equality of all men in Act III, Scene 1. He [Antonio] hath disgrac'd men, and hinder'd me half a million; laughed at my losses, mock'd at my gains, scorn'd my nation, thwarted my bargains, cool'd my friends, heated my enemies; and what's his reason? I am a Jew. Hath not a Jew eyes? hath not a Jew hands, organs, dimensions, senses, affections, passions? fed with the same food, hurt with the same weapons, subject to the same diseases, heal'd by the same means, warm'd and cool'd by the same winter and summer, as a Christian is? If you prick us, do we not bleed? if you tickle us, do we not laugh? if you poison us, do we not die? and if you wrong us, shall we not revenge?    The revenge motif in the play stems from the undeserved ill treatment first of Shylock by Antonio and then Antonio by Shylock. On simple levels Shakespeare shows bigotry and prejudice in all its ugliness through the use of anti-Semitic attitudes.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Shakespeare dispels the premises of anti-Semitism by establishing marked similarities between Shylock and his antagonists in the play. Antonio and Shylock are both business men intent on making money who have allowed this pursuit to become their entire focus. In the cited speech, Shylock indicates his hatred is born of the hatred shown towards him by others (particularly Antonio). Since there is no sound justification for Antonio's attitudes, he serves as a vehicle for establishing the hollowness of prejudice formed without basis. This is reasonably obvious even to the casual reader.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In a more subtle manner Shakespeare, through the use of the caskets, presents a truism with regard to the contrasts between outward appearances and inner reality leading to the prevailing idea that one must look beyond the surface.

Zeitoun Analysis

Marcellus Lopez Mr. Buckley Honors American Literature September 20, 2011 Abdulrahman Zeitoun, Not Clark Kent Zeitoun, a fantastic novel by author Dave Eggers is a heroic tale of faith and courage set during Hurricane Katrina of August 2005, in New Orleans, Louisiana. The hardy protagonist of the chronicle is Abdulrahman Zeitoun, a Syrian man, living in Louisiana with his wife, Kathy, and his three daughters and stepson. Zeitoun, a former sailor, used to storms and seas, at the time of the hurricane owned a contracting business, building, repairing, and painting.Zeitoun's heroism and bravery have made very clear to me that being a hero is †¦ well, really damned stupid. If not that, then at the very least, being a hero is inadvisable and unwise. Zeitoun went far out of his way to help others in a whirlwind of charity and self-assurance. In doing so, he caused great damage to himself and those closest to him. Zeitoun went above and beyond what was asked of him to assist members of his community, ignoring the one thing asked of him by his worried wife, who demanded he evacuate with her and the family.Just as he had gotten into the momentum of routinely feeding some dogs abandoned by their owners daily, Zeitoun was arrested under false charges, rendering him unable to contact Kathy. His absence left his family distressed and disoriented. Kathy panicked hour by hour, praying to hear from her husband, with no such luck until much later. While Abdulrahman was missing, his family overseas was just as worried about him. His brother would call Kathy, personally urged to bend the truth about her husband's whereabouts. While Zeitoun was imprisoned, his family scrambled to get but a word from, him, not to mention the dogs died.I would stop and think at times in the story, does Zeitoun take the time to assess whether the possible consequences are worth the good he is trying to do? His time in prison shows him reflecting on the good he'd done, as well as praying for a be tter situation, but I do not recall one time at which he says to himself that he definitely should have left New Orleans. Did he not expect at all that in all the paranoia of a critical hurricane in a post-9/11 society that a Middle Eastern Muslim man would be a target for bigotry and used as a scapegoat?Although, his imprisonment was completely unwarranted, along with the charges brought against him and accusations made against him, nothing should have been a surprise to Zeitoun. Zeitoun was either unequipped with the knowledge that this country's ideals of justice are far from perfect and that the executive branch of our government is very prone to quick, harsh decisions and quick, definitive judgments†¦ or just not very thoughtful. The results of Zeitoun's poor decision to stay in New Orleans stuck to Kathy for the rest of what we read of her life in Zeitoun.Kathy's mental healthy was sacrificed all because Zeitoun foolishly remained in the city, with knowledge that a partic ularly dangerous storm was approaching. By the end of the story, I couldn't help but notice how much Abdulrahman's â€Å"courage† and â€Å"faith† resemble naivete. He stayed in New Orleans to ride out Katrina because he was obstinate and over-confident. It's fair to say that having been a sailor, he was rugged enough to handle a hurricane, but with a family and the understanding that many other people get mixed up in the spiraling torrent of a natural disaster, it is also fair to say that he could not have been prepared enough.Zeitoun tells that he felt called by God to help people in the storm, but this, I deduce, was no more than a rush he felt from completing a successful rescue. Everyone wants to be a hero. The sensation of doing good for others does more good for the good-doer than should be done. One of my favorite lyrics says, â€Å"When you help others, you can't help helping yourself. † For a man to be so complacent with an unpredictable force of natur e that he would be willing to let it come and see what happens is indubitably foolish.Abdulrahman refusing to evacuate with his wife very closely resembles a child on a playground, shouting to his mother, â€Å"No, Mommy! I don't wanna go! † Zeitoun, an informative novel by author Dave Eggers is a tale about how faith and â€Å"courage† can really screw things up. The foolhardy protagonist of the chronicle, Abdulrahman Zeitoun, shows us how being over-confident and letting ourselves become too comfortable can lastingly repercuss on the lives of our wife and family. Zeitoun's over-confidence and naivete have made it absolutely clear that trying to be a hero is really damned stupid.

HIH Insurance Report Essay

Executive Summary The auditing profession plays a significant role in industrialized economies for many years. In the insurance industry, the manner of auditing profession is regulated. The collapse of Health International Holdings (HIH) was recorded as the biggest corporate collapse in the history of Australia. Also an investigation of Royal Commission was warranted by the HIH collapse. Two questions considered in the failures of HIH Insurance: Did the auditors implement their responsibilities and roles? Did the auditors fulfil their auditing work ethically? This report provides an analysis of auditing issues arising from the collapse of HIH Insurance. Among factors that have gave rise to the corporate failure of HIH Insurance, that of the ethics of auditing profession, roles of auditors and effectiveness of audit committee have regarded as particular significance. Contents 1. Introduction HIH Insurance was established when MW Payne Liability Agencies Pty Ltd was incorporated by Michael Payne and Ray Williams joining together to do  business of insurance underwriter in Australia in 1968. Their operations were throughout the world, accompanied with businesses working in numerous countries such as the United Kingdom, New Zealand, Hong Kong, and the United States (Peursem, Zhou, Flood & Buttimore, 2007). There are many varieties of insurances in the markets of UK, the USA and Australia, involving compulsory insurance (for example, workers’ compensation and third party motor vehicle insurance) and non-compulsory insurance (for instance, home contents and travel insurance) (Kehl, 2001). More than 250 subsidiary companies comprised of HIH Insurance group in a highly complicated structure at the time of liquidation. With net assets of $939 million at 31st June 2000, HIH Insurance used to be the second biggest underwriting insurance in Australia. With debts of about between $3.6 billion and $5.3 billion, HIH Insurance was placed into provisional liquidation on 15th March, 2001 (Peursem et al., 2007). The collapse of the HIH Insurance was considered the largest corporate failure in the history of Australian business. Subsequently, the collapse contributed to the establishment of a Royal Commission to make an investigation on ‘the degree of which behaviours of employees, directors, auditors, advisors and actuaries give rise to HIH failure or concerned undesirable company practices’ appointed by the Australian federal government (Mirshekary, Yaftian & Cross, 2004). Because HIH Insurance was a major insurer in Australia, its collapse had a widespread impact on society (Leung & Cooper, 2003). The purpose of this report is to analyse the audit issues arising from the HIH Insurance collapse. A brief of HIH profile is provided prior to the auditing analysis of HIH Insurance collapse. The next part of this paper is devote d to examine issues related to HIH audit practices with respect to audit independence, audit committee and ethical considerations. 2. Discussion 2.1 Audit Independence The issue of audit independence is fundamental significant in the collapse of HIH Insurance. Audit independence refers to giving an unbiased and objective perspective in the assessment of the results, the performance of audit tests, and the release of the audit report. This is one of the auditor’s characteristics of most crucial importance. In addition, independence is  basic principles of objectivity and integrity (Arens, Best, Shailer, Fiedler, Elder & Beasley, 2010). According to HIH Royal Commission (as cited in Mak, Deo & Cooper, 2005), the Royal Commissioner discovered that Andersen was not independent and had not accomplished the hopes and expectations about the role and responsibilities of acting as an auditor. From when HIH Insurance joined the Health group in 1971, Arthur Anderson performed the audit of HIH Insurance until the provisional liquidation of HIH Insurance in 2001(The HIH Royal Commission, 2003). In the light of HIH Royal Commission (as cited in Johnson, 2004), Justice Owen found out that the following facts were involved in evaluating the independence of Arthur Andersen. The HIH Board of directors included three former partners of Andersen: â€Å"an Andersen partner was a chair of the HIH board and continued receiving fees under a consultancy agreement; an Andersen partner was removed from the audit team after meeting with non-executive directors in the absence of management and the chief financial officer (CFO) was an ex-Andersen partner† (Mak, Cooper, Deo & Funnell, 2007). â€Å"Since HIH management were reluctant to increase the amount of audit fees paid to Arthur Andersen, Arthur Andersen sought to reduce the amount of work performed on the HIH audit†¦Ã¢â‚¬  were stated in comments of Mr Martin, counsel to the Royal Commission (Peursem et al., 2007). Arthur Andersen paid the consultancy fees to Geoffrey Cohen, who was the former Arthur Andersen partner and Chairman of HIH board. With including the services of a secretary and the utilization of Andersen office, these payments totalled at $190,877.60 over a period of nine years (Peurs em et al., 2007). Recognised in Part B of the Code of Ethics, classifications of threats to independence include the threats of intimidation, familiarity, advocacy, self-review and self-interest. Under the Corporations Act, situations generating from any relationship that is possible exist, has existed, or exist should are necessary considered in the possibility of a conflict of interest (Arens et al., 2010). The above facts indicated that a close personal relationship developed and it could be a familiarity threat to the independence of the auditor. In respect of these matters, Arthur Andersen might have lacked independence. Moreover, the declaration by Mr Martin might cause people to question whether the duties with professional scepticism and objectivity were fulfilled by auditors and whether the directors have effect on or put pressure to the auditors (Mirshekary et al.,  2004). This also enabled the independence of Andersen be doubted. In addition, the auditing practice statements (AUP) 32 declared â€Å"no officer of the company to be audited shall receive any remuneration from the firm for acting in an advisory capacity to it on accounting or auditing matters† . Nevertheless, the payments of consultancy fees were not disclosed in the general meeting of the board. This may result in a lack of independence in question (Mirshekary et al., 2004). 2.2 Audit Committee Ineffectiveness of the audit committee was a flawed side in the corporate governance practices of HIH Insurance, which was disclosed in the Royal Commission’s report (Johnson, 2014). Arens et al (2010) showed that audit committee is a subcommittee of board of directors in a company, with specific responsibilities relating to supervise the independent audit function. In many modern companies, audit committee is a complete element of the corporate governance. Audit committees can support the Board of Directors to satisfy about the independence of company, stating by CPA Australia and the Institute of Chartered Accountants in Australia (2004). Having most of non-executive directors has been common for the audit committee in recent times, enabling the committee to handle matters with a fair mode and non-conflicts of interest (Mirshekary et al., 2004). According to HIH Royal Commission (2003), Geoffrey Cohen who is the chairman of the audit committee and also the chairman of HIH did not fully read the presentations of auditors. He attended the great majority of the audit committee meetings, accompanied with other senior management. ‘That no occasion on which the auditors met with the members of the audit committee in the absence of management were not disclosed in the evidence’ claimed by Mr White who is counsel to the Royal Commission. This implies that the management of HIH Insurance not acted opposite than usual practice. At the same time, the impartiality of the audit committee is in question (Mirshekary et al., 2004). 2.3 Ethical Considerations There are some ethical issues involved in the audit profession that generated from the collapse of HIH Insurance. Ethics refer to a series of moral values  or principles. Professional auditors can get stuck in many complex circumstances that produced by ethical dilemmas. Ethical dilemmas exist when people is in the face of circumstances which have requirement of decisions about the most suitable behaviour whereas when the available choices require a trade-off ideals or interest (Arens et al, 2010). Auditors must comply with ethical standards whereas acting in the best interests of shareholders. Five ethical principles applying to auditors were identified by the Framework for Assurance Engagements, that is objectivity, integrity, confidentiality, professional behaviour, and professional competence as well as due cares (Arens et al, 2010). Arthur Andersen was paid $5.1 million in audit fees and $2.8 million in non-audit fees from HIH Insurance during the period of 1997 to 2000 (Johns on, 2004). Also Andersen earned $5.097 million in terms of auditing the financial statements of HIH Insurance and $2.824 million from offering HIH Insurance with non-audit services during the last three financial years of HIH Insurance. Whether the supply of such non-audit services was ethical towards Andersen with having best interests of shareholders should be considered. As already mentioned above, â€Å"Since HIH management were reluctant to increase the amount of audit fees paid to Arthur Andersen, Arthur Andersen sought to reduce the amount of work performed on the HIH audit†¦Ã¢â‚¬  were stated in comments of Mr Martin (Peursem et al., 2007). This may means a cosy relationship was utilised by Arthur Andersen to know that increasing supply of non-audit services can recoup the loss of assurance fees. The supply of non-audit services by Andersen must also be taken the ethical dilemma of having a duty of care to third parties in consideration. A former accountant at HIH Insurance, Jeffrey Simpson stated that the close connection between HIH Insurance and Arthur Andersen enabled HIH Insurance utilization of aggressive accounting policies. He also expressed that Arthur Andersen consent to the application of these policies in further statements (Mirshekary et al., 2004). In regard to consider Andersen’s duty of care to give an opinion to shareholders that that the statements present a true and fair view, the agreement of Andersen is unethical in question and the auditor’s integrity in pressure situations. 3. Conclusion In conclusion, this report discusses the auditing issues of collapse of HIH  Insurance in the area of audit independence, audit committee and ethical considerations. In relation to Arthur Andersen’s dealing with HIH Insurance, attention that the audit partners and the relationship between senior HIH management have been centred on the independence of Arthur Andersen. The second issue is taken the role of audit committee of HIH Insurance played in the collapse in consideration. Regarding to the ethical considerations that arose from the collapse of HIH Insurance, in particular, the provision of Arthur Andersen’s non-audit services to HIH Insurance, is the final audit issue. Reference List Arens, A. A., Best, P., Shailer, G., Fiedler, B., Elder, R. J. & Beasley, M. (2010). Auditing, Assurance Services and Ethics in Australia (8th ed.). Frenchs Forest, N.S.W. : Pearson Australia. CPA Australia and the Institute of Chartered Accountants in Australia. (2004). ‘Auditing Handbooks’, Prentice Hall, Sydney. Johnson, R. (2004). READINGS IN AUDITING. Milton, Qld: Wiley. Kehl, D. (2001). HIH Insurance Group collapse. Retrieved 12 January, 2014 from http://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/Publications_Archive/archive/hihinsurance Leung, P. & Cooper, B. J. (2003). The Mad Hatter’s corporate tea party. Managerial Auditing Journal, 18(6-7), 505-516. doi: 10.1108/02686900310482641 Mak, T., Cooper, K., Deo, H. & Funnell, W. (2007). Audit, accountability and an auditor’s ethical dilemma: A case study of HIH Insurance. Asian Review of Accounting, 13(2), 18-35. doi: 10.1108/eb060785 Mak, T., Deo, H. & Cooper, K. (2 005). Australia’s Major Corporate Collapse: Health International Holdings (HIH) Insurance â€Å"May The Force Be With You†. The Journal of American Academy of Business, 6(2), 104-112. Retrieved from http://eds.a.ebscohost.com.ezproxy-m.deakin.edu.au/ehost/detail?sid=7e243edc-d09e-4c37-9206-a24fa7ae207a%40sessionmgr4002&vid=1&hid=4205&bdata=JnNpdGU9ZWhvc3QtbGl2ZSZzY29wZT1zaXRl#db=bth&AN=15674522 Mirshekary, S., Yaftian, A. M. & Cross, D. (2004). Australian corporate collapse: The case of HIH Insurance. Journal of Financial Services Marketing, 9(3), 249-258. doi: 10.1057/palgrave.fsm.477015

Medical Record Security Essays

Medical Record Security Essays Medical Record Security Paper Medical Record Security Paper With the advent of technology, the keeping of medical records has now been made convenient and effective for both the doctor and the patient themselves. Your medical history can now be viewed in great detail by only logging in the correct account information. This can save a lot of time and energy for your doctor to effectively address whatever ailment you are encountering. This system of keeping electronic health records or EHR is now becoming mainstream which would ultimately culminate in the creation of the National Health Information Network. The National Health Information Network aims to connect every American EHR to facilities that need them through the use of the online interface by the year 2009 (Health and Fitness, 2006). Although a great convenience would be rendered by this, it also raises a lot of questions regarding the privacy and security of crucial and highly confidential medical information of American individuals. In an organization which espouses such system, there are a number of electronic and ethical threats that they may encounter. So what are these threats? Well firstly, there is the availability of access. If their medical records become online, there would be no safeguarding measure to protect or delimit the personnel who could readily access it. EHR could be subject to hacking by unauthorized individuals as all that protects it from them is a simple username and password. If this is so as well, their medical records are not only made available for doctors, pharmacists and other practitioners of medicine, but to virtually anyone. Drug manufacturers could access their patient’s history to be used for research and product development even without their patient’s explicit consent. Crucial information like the specific type of disease could be exploited for fundraising activities or other schemes that are only targeted by different medical companies for profits. With the development of this system, consumers are also allowed to view their own records and, even make changes if there are errors, all for an access fee. This means that consumers themselves could manipulate their medical records to suit their own purposes (i. e. removing certain ailments that might lower their chances in job application). Information gleamed from these records without proper authorization could be very harmful to an individual. Actually, any information regarding a patient receiving medical attention is considered private and confidential. According to the privacy rule of the Health Insurance Portability and Accountability Act (HIPAA), Protected Health Information (PHI) includes everything, rather broadly at that, that concerns a patient’s medical history. This includes mental and physical condition of the patient, both present and past as well as all of the provisioned care administered to the said patient. It even includes all information regarding the payment of such provisions that transpired between a patient and the medical institution that s/he is associated with (45 CFR 164. 501). So in essence, every minute detail in a patient’s medical record is held confidential under the rule of law and thus must be protected from unauthorized utilization. To be able to render quality services to the patients, I recommend establishing a sound reputation when it comes to handling medical records. You could do this by affiliating yourselves with privacy ensuring sites like TRUSTe. org. Since online transaction really entails a great deal of risk when it comes to information theft, being rewarded, for example, with a TRUSTe seal assures customers of the privacy and security of vital information contained in their medical records. It is also wise to disseminate information to your patients regarding the nature of electronic health records so that they could take necessary precautions for themselves. There are products that they can avail themselves of to protect their own medical records. Nifty gadgets like portable emergency medical record holders from companies like SGMS Corporation could really help secure a patient’s and his or her family medical records safe and secure. It will also be to your organization’s benefit to educate the patients regarding the laws that are already enacted to help secure their electronic health records like HIPAA. Organize seminars and conferences to better spread the message of caution. For example, when being asked for consent (i. e. waivers) about releasing a patient’s medical records, teach them to be meticulous about what they sign. Advice them against signing â€Å"blanket waivers† that are not specific about what records they want to share and just do so in a general way. Specify things like releasing to a particular doctor (who will be accountable to any exchange of information that would take place without your knowledge), or releasing only that records that are necessary for a specific type of ailment. As an organization, the patient’s welfare should be our top priority, therefore it is our responsibility to provide them the necessary information so that they may do their part well when it comes to upholding medical record security. Laws can only do so much and without the proper education, loopholes could be easily taken advantaged of by external agencies which may not have a patient’s interest at heart. References Health and Fitness. (2006, March). Retrieved December 16, 2007, from ConsumerReports. org: consumerreports. org/cro/health-fitness/health-care/electronic-medical-records-306/overview/index. htm Code of Federal regulations (2003, April). Retrieved December 16, 2007 from http://frwebgate. access. gpo. gov/cgi-bin/get-cfr. cgi? YEAR=currentTITLE=45PART=164SECTION=501SUBPART=TYPE=TEXT