Topic Assignment-Psychology Essay Example for Free

Topic Assignment-Psychology Essay Assignment Topic: Intellectual Disability State: An IQ test is used for several reasons, even to determine if an individual ha intellectual disability. Intellectual disability (also known as mental retardation), is a condition in which a persons behavioral and cognitive skills exist at an earlier development stage, developmentally delayed. Elaborate: In other words, there are individuals that are taking longer to develop. They are developmentally delayed, meaning that their behavioral and cognitive skills exit at an earlier developmental stage than the skills of others who are the same hronological age. Without all the technical terms, basically these individuals have a harder time to develop and get involve in things any other individual would do, because they depend on someone else and most of the time they cannot live independently. To determine who has intellectual disability they must have an IQ lower than 70, adaptive behavior skills are low, and limitations presented by age 10. Exemplify: For example, when we were all in high school there were a few students who had their specials needs. They received the same opportunities as us, but also ould have their own special class to help them out with their disabilities. Most of the individuals had a staff with them at all times because they were not able to do things on their own. Illustrate: part 2: Partner 1 Name: I learned from about Ideal Self. Ideal Self is basically when someone is influenced by someone else and they try to become them. His example was perfect on how children see an athlete and they want to become Just like them because of how good they are, according to the child. I mentioned to about a different example on how I saw it. Children like superheroes when they are young and IVe seen this frequently when a child wants to become Spiderman, Batman, etc Partner 2 Name: I learned from about the Latency stage. He explains to me that this stage is when children dont pay attention to opposite sex. Once he said that I thought about when I was young we used to say boys had cooties and girls had cooties. In the end that is what meant. His example made me laugh but it is true, when they are young they dont getting touched by the opposite sex. Topic Assignment-Psychology By eli_shorty

Agent Orange Essay -- essays research papers fc

Agent Orange: The Pesticide   Ã‚  Ã‚  Ã‚  Ã‚  Agent orange was a mixture of herbicides that the U.S. forces sprayed in Vietnam during the Vietnam War. Through many studies, scientists found that any exposure to Agent Orange may cause cancer. Hamilton Jordan feels that he may have been exposed to Agent Orange while he was in Vietnam. He developed cancer, and felt that Agent Orange contributed to this cancer.   Ã‚  Ã‚  Ã‚  Ã‚  Agent orange was the chemical that was dropped over Vietnam in the late 1960’s. It was not until the 1970’s that the use of Agent Orange finally ceased. These chemicals were used for two general purposes; one of these was to kill the plants and trees in the jungle to uncover the North Vietnamese armies. The jungles of Vietnam were very thick, so the armies could not be seen from an aerial view. The Americans tried to eliminate this element of surprise attack by destroying the jungles. Another reason Agent Orange was used, was to destroy the enemy’s food supplies. Agent orange was potent enough to contaminate all the farmland of the North Vietnamese. The Americans figured that if they could destroy the enemy’s food supply, then the war would not last very long. Agent orange was a dangerous chemical mixed together to create a different kind of weapon and means of attack for the Americans.   Ã‚  Ã‚  Ã‚  Ã‚  Hamilton Jordan was the author of the book, No Such Thing as a Bad Day. In his book he tells of his experiences in...

Rhetorical Essay: the Market for a Yale Women’s Eggs

Mathew Rios, Alberto Rosado 9/10/12 Jessica Cohen’s â€Å"The Market for a Yale Women’s Eggs† first appeared in the New Journal in 2001. In this essay Jessica talks about her experience trying to be an egg donor. With narration of her experience and the research she did on the topic, Jessica writes an interesting informal essay. As a child Jessica used to read â€Å"Where did I come from? † but now it’s out of date replaced by â€Å"Mommy Did I Grow in Your Tummy? : Where Some Babies Come From† This shows the changing ways of baby conception.She informs the reader that the infertility industry is a $2 Billion a year industry. It shows how many people actually do this type of thing a year. Jessica informs the reader about this to show how often this occurs. Not only does Jessica tell the reader about egg donations but also her own experience on the subject. This particular anecdote shows how business like people can be when discussing the conc eption of their baby. â€Å"Can you tell me about your academic performance? What are you taking at Yale?What high school did you attend? † Jessica compared David and Michelle (the couple who had sent out the ad) to a modern day Darwinist. Jessica began to have second thoughts because â€Å"It would lead to the creation of a child with to many expectations† She did not have to worry because she was not accepted as the donor. Jessica ends the essay with a scenario where the adult is trying to explain to them how hard they worked. The child would turn to them and utter the same parting words. The parents said to her â€Å"ho-hum†

Animal Farm Comparative Essay - 1731 Words

Two individuals may seem similar in appearance and outward self but it’s the inner character and diverse qualities of a person that distinguishes between two people. Many have the notion to think that since two people have the same outward identity then both will get along and be the best of friends, however, this is where the dilemma arises. George Orwell, an author of Animal Farm writes a tale about two pigs by the name of Snowball and Napoleon and how their bond destroys through disagreements and jealously towards each other which later on builds an eruption on the farm. Animal Farm is an allegory of the Russian Revolution that occurred between 1905 and lasted up to 1917 due to the controversies that occurred between the Bolsheviks†¦show more content†¦Ã¢â‚¬Å"He ordered the hens’ rations to be stopped and decreed that any animal giving so much grain of corn to a hen should be punished by death† (Orwell 87). This quote demonstrates that Napoleon treat s the hens with cruelty because his commands are not being followed which was to surrender their eggs to him so he can trade with his neighbors. He not only treats the hens with cruelty but is also cruel to the other animals who feed the hens. On the contrary, Snowball treats the animals with respect and care because he is pursuing the Seven Commandments made by Old Major. He is doing what is best for all animals and is treating them equally. â€Å"He formed the Egg Production Committee for the hens, the Clean Tails League for the cows, the Wild Comrades’ Re-education Committee (the object of this was to tame the rats and rabbits), the Whiter Wool Movement for the sheep, and various others, beside instituting classes in reading and writing† (Orwell 49). This quote illustrates that Snowball is doing what is best for all animals by giving them a little hope for the future. He not only does it for one animal but for all the animals in the farm. Though they have difference s in treating the animals they also have one comparison. They both want to be in charge of the other animals. When Old Major left the two of them in charge they wanted to control the animals by their own ideas by planning of what happensShow MoreRelatedComparative Essay Anthem and Animal Farm749 Words   |  3 PagesAyn Rand and Animal Farm by George Orwell are both written about dystopias, or the most imperfect and dismal society. Both authors write about humans –or animals- failing to create a utopia or perfect society. Though both authors use different points of view, language style, and voice the same theme is expressed: a perfect society where everyone is equal cannot exist. In Anthem, the main character, Equality 7-2521, rebels against the futuristic government he lives in, like the animals rebel againstRead MoreComparative Essay: Leadership Lord of the Flies and Animal Farm1120 Words   |  5 Pagesï » ¿Comparative essay: Leadership in Lord of the Flies and Animal Farm Essay question: You are required to write a comparative essay. You should compare one aspect of the texts such as theme, conflict, character or relationship. The texts are ‘Lord of the Flies’ and ‘Animal Farm’. The two books, Lord of the Flies and Animal Farm circle around the themes of power, leadership, law, disorder, good and evil. On a personal level, these themes come up in the way people relate to each other: How theyRead MoreComparative Essay of Lord of the Flies and Animal Farm884 Words   |  4 PagesFlies and George Orwells Animal Farm, secondary characters, who play the roles of spokesmen, enforcers, and followers, bolster the power of the leaders, there by ensuring the leaders success. Firstly, both books contain secondary characters who play the role of spokesmen and increase their leaders power. In Animal Farm, the secondary character, Squealer, has a way with words. No matter what the angle, he is able to convince all of the animals on the farm that what he says is trueRead MoreAnimal Farm Film Analysis838 Words   |  4 Pages This essay is a comparative analysis between the film and novel, Animal Farm. Animal Farm was written by George Orwell in 1943 and published on the 17th of August 1945. A motion picture of the novel was later produced on the 29th of December 1954 by director Joy Bachelor. There are many differences and similarities between the novel and film involving the use of characters, symbolism, themes, dialogue and events. Animal farm was a successful novel as the length was 112 pages, therefore the movieRead MoreThe Trade Policies And Its Effects On The World1065 Words   |  5 PagesLivestock industry in agriculture plays vital role in the economies of many developed and developing countries. Animals are good source of food, moreover it is considered to be proteins factory for the human diet along this livestock helps in generating income, employment and more possibly foreign exchange. Livestock can also serve as a provider of wealth, draught power, mode of transportation and a healthy and continuous source of organic fertilizers for making our crop chemical free. World TradeRead MoreEffects Of Pesticides On Environment And Individual Health1292 Words   |  6 Pages Introduction to Environmental Health (PUBH7027) Essay on Impact of pesticides on Environment and Individual health According to European Charter on Environmental and health, Environmental health includes human health and disease that occurs or get affected from environmental factors such as social, physical, chemical, biological or psychosocial. I totally agree with this definition as it has effectively explained that not a single factor isRead MoreVegetarianism- Research Paper1321 Words   |  6 PagesArgumentative Research Paper Vegetarianism is the principle or practice of excluding all meat and fish, and sometimes, in the case of vegans, all animal products (such as eggs, cheese, etc) from ones diet (dictionary.com). Albert Einstein said, I think the changes and purifying effects that a vegetarian diet have on a human beings disposition are quite beneficial to mankind. Therefore, it is both auspicious and peaceful for people to choose vegetarianism. Over the past few years, eatingRead MoreComparative Study Between Mla and Apa Style2668 Words   |  11 PagesDocumentation: A Comparative study between MLA and APA style Introduction: Documentation is a very significantly important matter in any research paper. A good and proper documentation is mandatory for a good research. Documentation means confirmation of some fact or statement that is true through the use of documentary evidence. Actually proper documentation ensures proper documentary evidence. So it is crucially important that one should ensure a proper documentation so that the paper shouldRead MoreGeorge Orwell s Animal Farm2708 Words   |  11 PagesLuke Shadley 20th Century Russia 10/16/14 Orwell’s Animal Farm: Fact and Fiction, Caution and Critique George Orwell’s Animal Farm is, first and foremost, a political satire warning against the pursuit of utopian desires through unjust and oppressive means. Operating under the pretense of an animal fable, Orwell disparages the use of political power to poach personal freedom. He effectively alerts his readers to the dangerous price that can accompany the so-called â€Å"pursuit of progress†. AndRead MoreAnalysis Of John Steinbeck s The Chrysanthemums 1256 Words   |  6 PagesComparative Essay In â€Å"Chrysanthemums† john Steinbeck, the author, focuses on Elisa Allen, one of the main characters. She is presented as weak in that her daily activity consisted of tending her garden of chrysanthemums; Steinbeck focuses on how they provide insight into Elisa and how she relates to them, religiously. He implies that even though she fits a weak character, there are places in the narrative at the beginning that suggest some strong points and her longing towards the end. There are

Kimberly Clark-Case Analysis - 2163 Words

Kimberly-Clark Andean Region: Case Analysis July 25, 2011 EXECUTIVE SUMMARY Kimberly Clark (K-C), the consumer products company, has become a market leader in the majority of Latin American markets. Its dominance is attributed to the fact that, unlike its competitors, the company is organized regionally, which allows responsiveness to its customers and more empowerment to the regional teams, giving K-C advantage over its competition. (Anderson) K-Cs Andean region stands out among the Latin American regions because of its performance as well as because of the leadership and management style of Sergio Nacach and the culture that he has put in place in the Andean region. The culture that exists within the Andean region†¦show more content†¦Success factors for one region are obviously not the same for another region; otherwise growth would have been very similar. It is also important to draw attention to Sergio’s background, management style, and actions with respect to the existing Andean’s culture and the four dimensio ns explaining different types of organizational systems and managerial behavior: Power Distance, Uncertainty Avoidance, Individualism-Collectivism, Masculinity-Femininity (Ibarra, 1996). Sergio worked in different functions of K-C during the early parts of his career, such as purchasing, sales, etc. The diverse experience gave him the necessary insight and wisdom to understand the ground level issues faced by each of these teams. After witnessing a general practice of people looking out for themselves, with departments pointing fingers at each other, Sergio understood the importance of building a culture incorporating the company’s goals with individual goals. When Sergio took over the Andean operations, this region was also facing various global issues such as oil and raw material prices increase. Countries in the Andean region were also facing various political and economic issues of their own which included cross-border disputes and military confrontations. In spite of the se issues, Sergio was successful in creating a winning culture through his management style by rolling out some specific initiatives thatShow MoreRelatedDrypers1247 Words   |  5 PagesRetail sales of the diapers market was estimated at $3.9 billion in 1997 where else training pants retail sales was approximately $595 million in 1997. U.S Diaper Training pants Market Retail Sales Source: Exhibit 1 (DRYPERS Corporation Case) However, diapers growth in terms of retail sales increased just about 1.3% over the 4 years period (1994 – 1997). Training pants retail sales recorded an increase of 22.7% since 1994. The slow growth of U.S diapers market is due to: ïÆ'Ëœ MarketRead MoreBenefits Of A Virtual Technology Essay1165 Words   |  5 PagesCase Summary: When thinking about the top three points in the Kimberly –Clack case indicates the way customer’s shop in-store opposed to virtually. The case demonstrates that there several adjustments that need to be completed with Virtual Technology. These changes to this form of technology present an integrating end to the traditional method for shopping in the business sector. In implementing these strategies/changes will permit â€Å"quicker feedback, more economical and adequate training along withRead MoreThe Case Analysis : Renova945 Words   |  4 PagesCase Analysis Renova has achieved a leadership position quickly after switching from office paper to disposable paper products in 1961. In 2005, Renova has an incremental sales of euro 104 million with approximately 600 employers in both domestic industry and international industry. As a global market, the main competitors in the tissue company is dominated by giant companies such as Procter and Gamble and Kimberly-Clark, along with other group of firms like retailers and giant paper companies withRead MoreEssay Legal Analysis: People of Oceana v. Samantha Clark1462 Words   |  6 PagesSupreme Court FROM: Kimberly Cromwell, Clerk to Hon. Judge Colcort, Oceana Supreme Court RE: In the Matter of People of Oceana v. Samantha Clark DATE: January 29, 2014 Background of Clark Case Samantha Clark, 45, in 1989, admittedly killed John Clark, after she discovered him in a homosexual act with Neil Brownfield, in plain view of the Clarks two minor children, aged seven and eight respectively. Mrs. Clark, an ordained minister in the Real Life Church of God, and Mr. Clark, an ardent believerRead MoreCase Study 5.1 Panera Bread1633 Words   |  7 Pagesexisting firms | | | √ | Threat of substitutes | | √ | | Threat of new entrants | | | √ | Bargaining power of suppliers | √ | | | Bargaining power of buyers | | | √ | Porter’s five forces model is a framework that is used to make an analysis of the attractiveness of the industry structure. It captures the key elements of industry competition which are rivalry among existing firms, threat of substitutes, threat of new entrants, bargaining power of suppliers and bargaining power of buyersRead MoreProcter Gamble and Disposable Diapers Case Studies1903 Words   |  8 Pagesapplies ethical principles to its conduct and activities, strving to do the right thing by society. Ideology is important concepts to describe the complexity of BSP relation. The purpose of this case analysis is to identify and analyse the social issues in relation to disposable diapers. This case analysis will further look on environmental impacts by using disposable diapers. Company Background The U.S. diaper industry began to evolve following the end of World War II. With the industrial revolutionRead MoreRenova Case Study Essay3244 Words   |  13 PagesMarketing Case study examination 2013 â€Å"Renova† Purpose amp; Mission * Definition (What business are we in?) * Renova is a private Portuguese-owned company that manufactures disposable tissues and hygiene products under the brand name â€Å"Renova†. * Purpose (What do we want to be in? * They would like to be Europe’s leading brand that loves the customers, care about them and has a culture * Expand new market in Western EU * To promote the well-being brandRead MoreBecton Dickinson and Company: Multidivisional Marketing Programs6857 Words   |  28 Pagestheir customer strategies, setting the stage for real gains from more-focused CRM applications. In this article, well show how several companies have Implemented successful CRM efforts-aircraft parts distributor Aviall, consumer product giant Kimberly-Clark, diversified equipment maker Ingersoll-Rand, home-and officemachine company Brother Interna- BEST P R A C T I C E †¢ C R M D o n e Right management, which led to inefficient phone call routing and haphazard calling schedules. CustomerRead MoreMarketing Communications Imc Plan5971 Words   |  24 Pagesbiodegradable â€Å"Enviros† Nappy Pants Internal analysis: Kimberley Clark Kimberly Clark is a multi-national corporation that provides basic essentials in health care and personal supplies for those of all ages. Kimberly Clark generates over 1 billion dollars annually within the Australian and New Zealand economy. They are one of top 300 companies in Australia, and employ 1871 employees. Huggies is one of the leading subsidiaries for Kimberly Clark. Huggies falls under the ‘tissues and other paperRead MorePG Swot Analysis10435 Words   |  42 Pageshealth and beauty aids, including cosmetics, fragrances and over the counter medications; and diapers and feminine hygiene products. Other items range from cat litter to automotive additives. The top worldwide producers include Procter and Gamble, Kimberly Clark, Unilever, Colgate-Palmolive, Church and Dwight, Clorox, and Ecolab. Industry Trends and How It Operates Given the low growth rates of population and household formations in the developed nations, it has become more difficult for

Book Review - Lead Like Jesus - 1376 Words

In their book Lead Like Jesus Ken Blanchard Phil Hodges encourage readers to ask themselves three key questions: 1) Am I a leader? (pg. 4) 2) Am I willing to follow Jesus as my leadership role model? (pg. 11) 3) How do I lead like Jesus? (pg. 19) The authors try to define who is a leader. They say â€Å"Leadership is a process of influence. Anytime you seek to influence the thinking, behaviour, or development of people in their personal or professional lives, you are taking on the role of a leader.† (pg. 5) You might be a parent, a teacher, a nurse, a pastor, a coach, or an adult child helping her aging parents. There are differences between being a â€Å"life leader† (such as a parent) and an â€Å"organizational leader† (a manager in a company).†¦show more content†¦2) How do you plan for successors? 3) Whom do you follow? The best moments in this book are when the authors get practical rather than theoretical. Jesus welcomed disagreement and wasnt afraid of it. (Do you welcome feedback? Find someone who will tell you the truth!) Address your own credibility as an individual before trying to improve things at an organizational level. (Is your security based on what others think?) Have you planned for a successor in your job? (Does that seem threatening?) Theres an excellent section on identifying pride and fear, and how it affects our ability to lead. Indeed, the examples of how pride and fear influence leadership are among the best parts of the book. Blanchard Hodges share that â€Å"there are two parts to the servant leadership that Jesus exemplified: (pg. 114) 1) A visionary role - setting the course and destination 2) An implementation role - doing things right with a focus on serving Blanchard Hodges’s mission is to motivate and prepare people to lead like Jesus and â€Å"to follow His mandate to be servant leaders† (pg. XIII). In the book there are assessment tools that will help you in analyzing your own leadership style. Thee is also a practical chart showing the four learning stages (novice, apprentice, journeyman, and master/teacher) and obstacles to success in each. Theres specific help; rather than just telling readers to get into an accountability group, the authors offer a specific model of what this wouldShow MoreRelatedBook Review - Lead Like Jesus1386 Words   |  6 PagesIn their book Lead Like Jesus Ken Blanchard Phil Hodges encourage readers to ask themselves three key questions: 1) Am I a leader? (pg. 4) 2) Am I willing to follow Jesus as my leadership role model? (pg. 11) 3) How do I lead like Jesus? (pg. 19) The authors try to define who is a leader. They say â€Å"Leadership is a process of influence. Anytime you seek to influence the thinking, behaviour, or development of people in their personal or professional lives, you are taking on the role of a leaderRead MoreEssay about Book Review - Lead Like Jesus1348 Words   |  6 PagesIn their book Lead Like Jesus Ken Blanchard Phil Hodges encourage readers to ask themselves three key questions: 1) Am I a leader? (pg. 4) 2) Am I willing to follow Jesus as my leadership role model? (pg. 11) 3) How do I lead like Jesus? (pg. 19) The authors try to define who is a leader. They say â€Å"Leadership is a process of influence. Anytime you seek to influence the thinking, behaviour, or development of people in their personal or professional lives, you are taking on the role of a leaderRead MoreBook Review : Lead Like Jesus Lessons From The Greatest Leadership Role Model Of All Time 1918 Words   |  8 PagesHello. My name is Capt Michael Humphrey. The leadership related book that I had the pleasure of reading and reviewing is entitled â€Å"Lead Like Jesus: Lessons from the Greatest Leadership Role Model of All Time,† by Dr. Ken Blanchard. Dr. Blanchard is the co-founder and Chief Spiritual Officer of the Ken Blanchard Companies. The mission of the Ken Blanchard Companies is â€Å"To make a difference in people’s lives, to drive human work and effectiveness in the workplace and to help each organization theyRead MoreLead Like Jesus By Ken Blanchard1209 Words   |  5 PagesLead Like Jesus Authors Ken Blanchard and Phil Hodges are two great friends who had a hope of getting others to experience Jesus in a whole new way, growing and trusting Him as the one to ultimately seek as the perfect one to lead others. I believe the two said it best when they defined leadership as â€Å"a process of influence. Anytime you seek to influence the thinking, behavior, or development of people in their person or professional lives, you are taking on the role of a leader.† (pg.18) LeadershipRead MoreThe Master Plan of Evangelism Essay1635 Words   |  7 PagesLiberty Baptist Theological Seminary Book Review: The Master Plan of Evangelism Submitted to: Dr. Ebele Adioye In Partial Fulfillment of the Requirements for the Course: Intercultural Communication and Engagement GLST 650 By: Anthony Ashoori ID # 86803 Date: July 6, 2014 Table of Contents Introduction---------------------------------------------------------------------------------------------1 Summary-------------------------------------------------------------------------------------------------1 Read MoreAnalysis Of A City Is A Simple Concept Driven Book 1090 Words   |  5 PagesT.A.C book review Transform a city is a simple, concept driven book, written by two evangelical pastors who are passionate about their city. T.A.C communicates it s concepts well through helpful visuals and models. T.A.C clearly explains the gospel, and how it is the basis of their ministry to their city. The authors are suggesting a theological view that through ministering to a city The church can transform the city to conform to the will of God. T.A.C crosses theological particulars and denominationalRead MoreReview Of Donald Miller s Blue Like Jazz1207 Words   |  5 PagesKaelin Crim. Review of Donald Miller, Blue Like Jazz: Non-Religious Thoughts on Christian Spirituality (Nashville, Tennessee, Nelson Books, 2003) The book was a great explanation of what the Christian faith looked like from a brand new set of eyes. As Miller took us through his own life struggles, while at the same time explaining each incident in detail, it was clear that his faith was a new life entirely. He talks about his own spiritual journey in the form of a series of essays. The rich emotionalRead More Is Doubt the Key to Knowledge?1437 Words   |  6 Pagesinformation thrust upon us. Doubt is in some ways the opposite of faith. Faith insinuates an acceptance so powerful that one does not need evidence to back up one’s claim. The lack of evidence does not bother the faithful, but it will pester the doubter like an insatiable itch. But the specter of doubt looms over the doubter, demanding that questions be asked of whatever â€Å"fact† has been presented. The doubter will use the four ways of knowing—emotion, reason, language, and sense perception—to answer theRead MoreThe Lion, The Witch And The Wardrobe1599 Words   |  7 Pagesspecific film adapted from a novel. I have chosen to discuss a book written by C.S. Lewis; The Chronicles Of Narnia, The Lion, The Witch And The Wardrobe which was published in October 1950. It was adapted into a film by Disney in 2005 and directed by Andrew Adamson. Hutcheon writes that, ‘Adaptations are everywhere today: on television and movie screen, on the musical and dramatic stage, on the Internet, in novels and comic books, in your nearest theme park and video arcade. A certain level ofRead MorePrayer1576 Words   |  7 Pagesmany people followed Jesus in order to receive healing. On the other hand, those opposing the significance of prayer concerning healing advanced that even though prayer plays a crucial role in a person’s healing, medicine is the ultimate answer. Secondly, the opponents also observe that prayer does not contribute to healing, as the miracles depicted in Churches are stage-managed. This essay explicates points proving the essence of prayer for healing. Firstly, prayer leads to healing because it

Importance Of The Perception Of Customer Service Quality Free Essays

The impression customers receive when they are paying for a service is very important. Rather than judging the quality of the goods, or the cost of the item, the customer can only base their opinion of a service on the way the service makes them feel and the effectiveness of the service. There are potentially 7 gaps where customer service quality can be affected within a service organization. We will write a custom essay sample on Importance Of The Perception Of Customer Service Quality or any similar topic only for you Order Now It is therefore highly important that management of service industry employees are aware of these potential pitfalls and manage their employees to mitigate these problems. There is a Knowledge Gap where management must understand the level of knowledge the customer has, and define this properly. Once management has this understanding, they must develop standards for employees to ensure a high level of service quality. The gap between management understanding and the translation to standards is called the Standards Gap. However, the creation of standards by management does not necessarily translate into the customer service reps communicating with the customer properly. This is called the Delivery Gap. These gaps can all be linked together under a framework of Internal Communications gaps. At the end of these internal processes, the customer receives the service product. At this point in time, the perception of the customer can be different than the perception of the customer service representative. The representative may think they are offering high quality service, but the customer perceives it negatively. This is called the Perception Gap. Additionally, the customer will be presented with promotional materials and communications from the company. The perception of these materials may not match what the company believes it is communicating. This is called the Interpretation Gap. These two culminating gaps ultimately link together to create the overall Service Gap. This gap is a culmination of potential differences throughout the process. If a company is experiencing low levels of customer satisfaction, it is imperative to work back through the gaps to find where the problem may be occurring. A good example is the car insurance service industry. In the area of insurance, the typical consumer will not understand the finer details of insurance – what premiums are, what deductibles are, and the varying types of additional coverage that can be purchased. Management might assume that the customer knows more than they do, or less than they do. This would be part of the knowledge gap. The processes they develop for service representative would not meet customers’ needs very well. This would result in an overall service gap. However, if management can understand the knowledge needs of the customer, they can potentially increase sales, as the customer may come to realize that they need more in an insurance package than just the basics they were first considering. If the customer service quality is excellent from the beginning, the insurance company is able to attract a new customer, as well as increasing profits for the company from that one customer. Additionally, the company may think that since they are following internal procedures, their customer service quality is excellent. However, the company must watch its customer retention rates. If it finds that it is loosing customers, it must find out why. It is probably due to an interpretation or perception gap. Perhaps the printed material does not appeal to the target audience. Or perhaps the language the service representatives are using does not meet the customers’ expectations. In either case, the overall service quality will decrease. It is therefore very important that the company constantly evaluates its level of customer satisfaction and revises its internal processes to meet customers’ needs. How to cite Importance Of The Perception Of Customer Service Quality, Papers