Gaps Model of Service Quality Essay Example for Free

Gaps Model of Service Quality Essay Model are knowledge gap, standards gap, delivery gap and communication gap. Knowledge gap is the difference between customers’ expectations and the retailer’s perception of these customer’s expectations. This occurs when a person do not know what the customers expect or want. By applying knowledge gap to Hamp;M retail store, it refers to the salesperson not knowing what their customers expect/want. For example, a customer visiting the Hamp;M store may expect fast checkout at the cashier and shorter queuing time at the fitting rooms. However, the salesperson may think that the customers do not mind queuing for a longer time but would prefer friendly assistance from them and better quality clothes. Hence, such difference between customers’ expectations and retailer’s perception of their customers’ expectations will lead to knowledge gap. In order to reduce the knowledge gap, surveys, interactions and customer complaints can be done. Firstly, Hamp;M can carry out survey after each individual transaction. Hamp;M can conduct their surveys or feedback forms by distributing to every customer after they have made their payment. After they are done filling up the survey on their overall visit at Hamp;M, they can hand up their forms to the salesperson at the counter. Otherwise, Hamp;M can place a feedback box at the side to make things easier for everyone. Secondly, is through interacting with their customers and staffs. Hamp;M can get valuable feedbacks from their store employees on ways to improve on certain areas based on theirs or customer’s suggestions and comments. Apart from that, Hamp;M can actually interact with their customers through social media such as Facebook, Twitter etc. Since social media are widely used nowadays, customers would post constructive comments or feedbacks on social media such as on their Facebook walls. Hamp;M can effectively interact with their customers through such social platforms and better understand what customers expect or want. Lastly, through customer complaints, Hamp;M will then be able to find out their problem and rectify it to further improve on their services, etc. Standards Gap is the difference between the retailer’s perception of customers’ expectations and the service standards it sets. For example, the service standards Hamp;M sets for all their salesperson may be to bring the customer to that specific section when he or she asked where it is. However, the retailer’s perception of customers’ expectations may be just to direct and point out to them which level and which part it is located at instead of bringing them all the way to the area they want. Hence, such difference between the retailer’s perception of customers’ expectations and the service standards it sets will lead to standards gap. In order to reduce the standards gap, strong commitment to service quality by the top management should be done. Top management should give information and training to their service staff so as to provide quality service to their customers. Also, give clear definition of the roles of service providers by setting specific and measurable goals based on customer’s expectations. Lastly, to measure service performance of their service staffs, surveys and mystery shopping could be conducted to see how well their employees fare when they serve a customer. All these would help to set appropriate standards to deliver high quality service to their customers. Delivery gap is the difference between the retailer’s service standards and the actual service provided to customers. In this case, Hamp;M is not applicable to delivery gap as this service quality is immeasurable as there is no specific time a salesperson is given to assist or â€Å"clear† their customers. Communication gap is the difference between the retailer’s actual service and the service that the retailer’s communication programme promises. Likewise, this is also not applicable to Hamp;M as it is a retailer store rather than a transport service that needs to deliver an actual time to the customers.

Jane Eyre Essay -- Literature Writing Jane Eyre Papers

Jane Eyre       Charlotte Bronte’s Jane Eyre can be linked to many fairy-tales. Some of these tales such as Charle’s Perrault’s Bluebeard, Arabian Nights, and many more are actually cited in the text. Others are alluded to through the events that take place in the story. Jane Eyre has often been viewed as a Cinderellatale for example. There is also another story, however, that though not mentioned directly, can definitely be linked to Bronte’s novel. This tale is none other than Beauty and the Beast, which was part of one of Perrault’s compilations. Bronte uses the ideas and themes of Beauty and the Beast to reveal the importance of inner beauty and to make a point that it’s what’s inside a person that counts. The beauty that can be found through outward appearance is superficial. A person’s inner beauty as shown through the relationship of Jane and Rochester can overcome society’s ideas of what constitute being beautiful. We know that Bronte was familiar with Perrault’s works because she explicitly refers to another of Perrault’s tales, Bluebeard when exploring Thornfield’s third story. Also there is another connection to Perrault. Elizabeth Imlay through her study of Jane Eyre and fairy tales unveiled a fascinating connection. She questioned the idea that Jane’s French teacher, Madame Pierrot could in fact be a reference to Perrault himself. Jane talks about a French storybook when attending Lowood. She says, "I examined, too, in thought, the possibility of my ever being able to translate currently a certain little French story--book which Madame Pierrot had that day shown me" (83; ch. 8). Imlay argues that, "The title of the little French story--book promised to Jane by Madame Pierrot is not revealed, although [. . .] Pie... ...auty is on the inside. She did not need to make Jane or Rochester beautiful in the end because that would defeat and contradict her purpose. Bronte uses the motifs in Beauty and the Beast and modifies them to help strengthen her views of the importance of inner beauty over outward appearance. As Jane mentions in the novel, "Most true is it that beauty is in the eye of the gazer" (177; ch.177).       Works Cited Bronte, Charlotte. Jane Eyre. Boston: Bedford/St. Martin's, 1996. Imlay, Elizabeth. Charlotte Bronte: and the Mysteries of Love. New York: Harvester Wheatsheaf, 1989. LePrince de Beaumont, Jeanne-Marie. Beauty and the Beast. Ed. D.L. Ashliman. 6 October 2001. U of Pittsburgh. 1 March 2003 . Schwingen, Mary. "Fantasy, Realism, and Narrative in Jane Eyre and Alice in Wonderland." Victorian Web. May 1994. National U of Singapore. 2 March 2003.

Creating an Immersive Video Game Environment

People play video games for a wide variety of reasons today. They are fun, exciting, and challenging. They are also extremely popular among the generation of digital natives. Digital natives today rely heavily on electronics and computer devices to keep them entertained and interactive. So as a game developer, how do you create an immersive video game environment that is invigorating, interactive, and unique? There are tons of different types of video games out there, which appeal to different age groups, genders, hobbies and interests.Games designed today should feature a number of effects that would rank the particular game high on the recommendations and most played lists. Video games today should feature transformations on 3D models, striking visual effects, and should incorporate all of the newest technologies in order to create some of the best and most unique effects that appeal to all, regardless of the kind of video game, or the target age audience. Many would argue that vid eo games are considered works of art.One would agree that there are various interpretations of what is considered â€Å"art†. However, despite popular belief, an extensive amount of technical knowledge and graphic design experience and knowledge goes on behind video game development. If this wasn’t true, video games wouldn’t become the industry that we all know it as today. As a result, the knowledge of color schemes and visual effects is extremely necessary and essential.In fact, many screenshots of video games today can appear as individual works of art. Of course there is also a great deal of technical knowledge involved, particular in the programming area – such as HTML or JavaScript, and even coding in some cases – but all in all, graphic design and art are underlying areas of video game creation and development. All in all, video games should be exciting experiences that are both stimulating and interactive and with the right amount of advent ure and challenge tied into them.Video games should enhance the adventures and capabilities that one wish he or she could experience in real life. Sometimes when we are stuck in traffic or stuck at a traffic light, we sometimes envision ourselves monster trucking the other cars, or in any scenario where we wish we had the powers of a super hero, or that we could fight our enemies in battles and almost always win. Therefore, creating an immersive video game environment truly is a spectacular feat.This is the opportunity for video game designers – whether you are advanced or a beginner – to truly create the ultimate universe where anything and anything is possible. It takes an artistic and creative mind to be able to really create the desired immersive video game environment. However, diving into the world of video games gives us the power to be a part of a world that isn’t reality but perhaps is our dream worlds, where we become a version of our character that we wish we could be. That is the true art, and the true immersive experience.

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