Choose a specific cultural policy(either national, regional,local..)in Essay

Choose a specific cultural policy(either national, regional,local..)in a particular place and period. Investigate its background,analyse its development and eva - Essay Example ‘Roots’ was a national television event of enormous educational value that necessarily showed the brutality of the institution of slavery. The made-for-television movie ‘The Burning Bed’ was credited with bringing about reform of existing spousal-abuse laws and included what some would call disturbingly violent scenes† (â€Å"ACLU Comments†, 2004). Hollywood success in America has demonstrated the great extent to which the film industry can function to increase the economy, define national opinions and sentiment and preserve cultural heritage while encouraging individual creativity. Although Britain saw a short pioneering period in the industry in the late 1800s and early 1900s, it has since fallen into some disrespect, proving unable to support its superior talent, frequently losing them to Hollywood or other markets and losing out on these positive benefits, although it has been working hard to foster increased interest and participation. In a n effort to increase the appeal of the British film industry, a number of policies and programs have been put in place over the years designed to encourage participation and support of the industry. However, there are areas in which film can cause significant damage to a society, in the introduction to too much violence, for instance, or in misleading political propaganda. This trivializing of important issues is most traceable in television as news programs filter out what they feel to be important – the breaking news story – against what they feel is old hat – long-term political issues such as social welfare, etc. â€Å"Television predominantly is a source of entertainment. If it also is the source of people’s news and involvement in public issues, there is a high risk that they will interpret that information within a framework provided by entertainment. If politics is like sport, for instance, it is fitting that

MODELS OF HRM Essay Example | Topics and Well Written Essays - 2500 words

MODELS OF HRM - Essay Example Mike Noon (1992) believes that much confusion arises because HRM is of an 'ambiguous pedigree' which can be traced back to organisational development and human capital theory. HRM appears to be an enigma, of which John Storey (1992) states is: " A basic management function or activity permeating all levels of management in any organisation. Personnel administration is organising and treating individuals at work so that they will get the greatest possible realisation of their intrinsic abilities, thus attaining maximum efficiency for themselves and their group, and thereby giving the enterprise of which they are a part its determining competitive advantage and its optimum results." (Pigors and Myers: 1969) (cited by Legg:1989) 2. A term that identifies a new and distinct approach to the management of people in the work environment. One which, although may incorporate the established personnel activities, is truly much more wide in its scope, and thus can be clearly distinguished as being such, is HRM a new phenomenon The models of HRM all lead us back to this underlying question, what is HRM, how can we define it, is it something new or simply the old re-branded, old wine in a new bottle (Torrington, 1989; Poole, 1990; Storey, 1995). Examination and analysis of the various theories... The models of HRM all lead us back to this underlying question, what is HRM, how can we define it, is it something new or simply the old re-branded, old wine in a new bottle (Torrington, 1989; Poole, 1990; Storey, 1995). Examination and analysis of the various theories and models allows us to consider whether there is one true model in existence or a combination, or, fragments of various models / ideologies. Also, we must consider how relevant in reality are the various theoretical academic frameworks, do they in fact reflect reality, or does each industry sector or business need to simply adapt their own type of model, appropriate to the nature of their enterprise One of the first models of HRM developed was in 1984 by Fombrum, Tichy and Devanna with their "matching model." The model was used to depict their proposed framework of HRM which identifies its position in relation to organisational strategy and demonstrates how HRM activities can be designed to support the strategy of an organisation. The model is manipulated to achieve strategy objectives and goals such as overall increased company performance. If HRM is to be viewed as a new management approach, then distinction from personnel management is required. Distinction may be by integration. This is proposed by Devanna et al (1984) with their model: "They suggest that Human Resource Managers perform four 'generic functions' of selection, appraisal, reward and development. Performance is the dependent variable; it is influenced by a 'cycle' of human resource interventions which represents, sequential managerial tasks." (Storey: 1992, 24) This type of integration in the form of

The role and importance of communication to organisational Essay

The role and importance of communication to organisational effectiveness - Essay Example 78-79). The managers make the production process by organizing and communicating to the employees on the area in which person is supposed to be. In regard to this, effectiveness in the production process is improved when the employees are informed on why they have been selected to perform particular tasks and not others. This creates harmony within the organization since they do not view job allocations as a form of oppression but as a way of developing their skills (Leopold et al 2005 p.56). Since organizations constantly change in order to match the varying consumer needs, communication becomes a necessity especially where goods and services are to be produced according to the customer’s specifications. Information flow along the management hierarchy needs to be effective in order for the workers to understand what and for whom to produce. For example, customers may order a specific amount of a particular quantity of product. Since they can not access the employees directly, they have to contact the management who are expected to satisfy their demands. If effective communication is not made to every one concerned in production, employees may end up not producing according to specifications given to the managers (Geoffrey 2004 pp. 34-36). Information regarding a change in production needs to be communicated through the available methods such as group discussions, team work and such so that the employees can discuss and exchange ideas in regard to the changes. Wit hout effective communication, an organization can not accomplish its goals. Communication with in an organization promotes transparency in the organization. It happens that when the employees do not get adequate information from their seniors, it is most likely that they may end up making the wrong decisions or conclusions in critical issues. For example, it is important for the employees to understand the criteria through which the management confers

Rage Against the Machine Assignment Example | Topics and Well Written Essays - 1500 words

Rage Against the Machine - Assignment Example II. Bullet in the Head The following is the opening lyric to the song Bullet in the Head. â€Å"This time the bullet cold rocked ya/A yellow ribbon instead of a swastika†¦Ã¢â‚¬ 2 What Rage is trying to convey with this lyric is that people are needlessly dying, all due to a person who is in power at the top trying to usurp money from the poorer people. If one thinks about it, think about Dick Cheney, who was the Vice President of the U.S. as well as the head of a company called Halliburton, which rebuilt Iraq. Several poor men, desperate for jobs, enlisted into the military because they thought they were fighting for ideals after 9/11. However, this was a scam. It has now been proven that the U.S. was planning to invade Iraq beginning in 2001—two years before the war in Iraq ever began. Halliburton lost millions, possibly billions, of dollars in funds that were never accounted for, in the end. Like Hitler, Cheney ruled over the an entire nation—and conducted the whole Iraq war operation, not to mention profiting quite handsomely from it. Truly, Cheney was a type of dictator—especially because he could not be prosecuted for these crimes after he left office, not to mention the fact that he ordered torture to be used on prisoners of war. That type of behavior goes against the Geneva Convention—but he got away scot-free, all because of his money-hungry power. Dick Cheney is just one example of people who made a lot of young men go to wear, and get proverbial (and sometimes real) ‘bullets’ in their heads in order so that he could become a very rich man, living on a heart pump which helps keep him alive (it’s expensive). III.Year of tha Boomerang Year of tha Boomerang is about World War II history. The lyrics from the song go like this: â€Å"It's dark now in Dachau and I'm screamin' from within/'Cause I'm cell locked in tha doctrines of tha right/Enslaved by dogma, talk about my birthrights†¦Ã¢â‚¬ 3 Worl d War II harkens back to the days when Jews were enslaved in the concentration camps, and the political right’s ideology—which included eugenics—was in control of Germany. Personally, it seems a bit wrong to bring up the Holocaust in the sense that this is definitely not a respectful use of the terminology. The singer is not physically in Dachau, nor is it believed that the singer could ever emotionally experience what was experienced by the concentration camp prisoners—and how they felt. Trying to appropriate that emotion for the sake of the song—even if any of the band members happen to be Jewish—still seems like a grossly inappropriate and wholly misuse of the imagery evoked by bringing up the concentration camp of Dachau. This minimizes the true pain of real Holocaust survivors, especially those at Dachau. How dare this band desecrate a place which is so notoriously sacred, and where real human flesh burned†¦not just being lyrics in a song. Rage Against the Machine may have made its point, but it really struck the wrong chord on this song—not an isolated incident. IV. Bulls on Parade RATM’s next song to be analyzed, the lyrics to Bulls on Parade, reads: â€Å"Weapons not food, not homes, not shoes/Not need, just feed the war cannibal animal/I walk tha corner to tha rubble that used to be a library/Line up to tha mind cemetary now†¦Ã¢â‚¬ 4 It’s interesting that the library here is seen as a place called a ‘

Human rights law All Human rights are universal, indivisible and Essay

Human rights law All Human rights are universal, indivisible and interdependent and interrelated. the international community m - Essay Example The United Nations through its charter on human rights seeks to protect the laws that guards and binds the protection and freedom of every human with dignity and individual respect for all, being the hallmark of such laws. We are individuals who live and operate by certain national or international legal order, whether we are Americans, Nigerians, Chinese or British, we possess, to varying degrees which depends on the State within which we exist, rights. These rights, such as the right to existence, and the freedom of speech, right to marriage, freedom from arbitrary detention or the right to free expression oneself, are almost always incorporated into the national Constitutions and legislative Acts of nations. The to which these rights are respected and the preferences of certain these rights over others, largely depends on the nature of the national legal system within which we evolve and develop and operate, thus, regardless of the fact that we live in a democratic, a monarchical or on the other extreme; a repressive and authoritarian State, human rights should always be respected. But many events over the past decades of human existence, has proved that such rights that ought to be respected in most cases, are not. Certain individuals or group of individuals have had their freedom trampled upon by stronger forces within the nucleus of the same or an external society. Many laws meant to discriminate against certain people from certain regional or ethnic locations have being propounded and executed by ruthless states as a means of silencing oppositions. For instance the Grand Holocaust in Germany, carried out by the ruthless Nazi, under the leadership of Adolf Hitler, the Rwandan Genocide of 1994, the Iraqi Genocides against the Kurds, the genocide in Bosnia Herzegovina and the Cambodian Genocides, are all acts that openly violated human rights of individuals and peoples of a particular nationality/ethnicity. Other inhuman actions like the imprisonment of Nel son Mandela of South Africa, the Apartheid, Slavery in Africa, the invasion of Kuwait by Iraq, the exploitation of sovereign states by the USA and its Western allied, the house arrest of ASSK of Burma etc. are all examples that portray how nations and peoples (stronger elements in society) can trample upon the human rights of weaker elements in society. Some of this atrocities and infringement on the rights of others were carried out internally within a state, while others were carried out by external states or individuals against the people of another society. The big question here is what can individuals do if their rights provided under their national laws are not respected, or if national laws do not safeguard their fundamental human rights at all. Is there an international forum where individuals can turn to and file a complaint against that State? Or against another state? Depending upon the situation at hand? Beginning from the year 1945, the United Nations became active in f ormulating and implementing policies that will ensure the protection of human rights of every human being all over the world. They have set up many instruments for protecting Human Rights after 1945. Article 1 of 1948 UN Charter states that2 â€Å"

Representations of Either Male or Female Characters Essay Example for Free

Representations of Either Male or Female Characters Essay In the films I studied, (A clockwork Orange, From Russia with love, Carry on camping and a Hard days night) women are represented in similar ways but in very different circumstances. Firstly in A Clockwork Orange, women are seen as an objectified sexual obsession to the male gang. In almost every seen of the film women are presented in one way shape or form for example in the bar with the erotic, female shaped tables or the posters of women on the walls in Alex’s room. On the topic Kubrick has previously said â€Å"In the film, women are the ultimate harbingers of sexual desire, and it is only them who can suppress it. This power leaves the male ‘Droogs’ inwardly feeling threatened, which in part leads to cowardly rape.† I feel this quote explains the representation of females in the film perfectly as Alex, a man who feels he has great power over the rest of society, is surrounded by women and is always met with his sexual desire for them; Although the idea of sex in A Clockwork Orange is not an expression of love or intimacy, but rather an exhibition of power and violence. In this case Alex feels that to remain ‘powerful’ over everyone else he needs to use women as a object to satisfy his growing needs for power. In From Russia with Love, women are again seen as a object and are infamously named ‘the Bond Girls’ showing how in the larger scale there roles are minor compared to the ‘amazing’ Mr Bond. The opening title to the film shows barely clothed belly dancers dancing and parading there bodies to the Bond theme tune, showing how there bodies are more important then the woman herself. Throughout the film it is apparent that women are only good for a number of tasks: giving massages to the male characters, belly dancing and for casual sex and even then its when the man wants and not the woman. Despite this, in the film the female lead Tatiana played by Daniela Bianchi, shows womans slowly growing power and independence, for example Tatiana smoking representing the freedom that she perhaps now felt, although she is sitting down and Bond is standing over her, clearly in a position of more power. It is felt that the woman in the film are constantly being overlooked by men for example Tatiana killing the villain, which in normal circumstances would make her the ‘hero’ in the film, but this is undermined by the way Bond immediately takes the gun off her, as though it does not belong with her or she is not safe with it. In the film A Hard Days Night whenever the The Beatles perform, the members of the band are all distinguished as four individual, male characters. This massively contrasts with the role of women in the film, as there have been no main female characters; women are either portrayed as screaming, uncontrollable girls or again as sex objects. The idea behind this shows that women have no individuality in the film and are really only there to worship, flirt or to sexually satisfy the boys in the band. Finally the idea of women being perceived as objects is again mirrored in the final film Carry On camping, where the women are seen as objects for the men to flirt with and pursue in a sexual manner. Although Carry on camping differs from the previous films as there are several female characters which are seen to have hierarchy over certain male characters. For example the character Harriet Potter had the power in the relationship and often bossed her husband around in a comical manner. Overall in all the films it is obvious that women are often being represented as objects to satisfy mens needs and dont serve a real purpose in any of the films and if they do it is only in a comical manner to retrieve laughter from the audience.

Customer Satisfaction In The Hotel Industry Tourism Essay

Customer Satisfaction In The Hotel Industry Tourism Essay The Study mainly reviews and discusses the topic of customer satisfaction and its application to the Hospitality and Tourism industries. Defines the concept and analyzes its importance to services and its importance to serves in general and to hospitality / tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural issues that affect satisfaction in hotel industry. Customer satisfaction is the leading decisive factor for determining the quality and standard which is actually delivered to the customer through the product, service or by the accompanying servicing. (Vavra, 1997); Its simply stated, Customer satisfaction is essential for corporate survival Several studies have found that it costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer (Neumann, 1995). This creates the challenge of maintaining high levels of service, awareness of customer expectations and improvement in services and product. Hayes states that Knowledge of customer expectations and requirements is essential for two reasons it provides understanding of how the customer defines quality of services and products, and facilitates the development of a customer satisfaction questionnaire (Hayes, 1997, p7). Furthermore, customer satisfaction is recognized as of great importance to all commercial firms because of its influence on repeat purchases and word of mouth recommendations (Berkman and Gilson, 1986). The researcher interest is to carryout a study of customer satisfaction at Express by Holiday Inn, London. Research Problem Customer satisfaction research is not an end into itself. The purpose, of course, in measuring customer satisfaction is to see where a company stands in this regard in the eyes of its customers, thereby enabling service and product improvements which will lead to higher satisfaction level. Satisfaction is not a universal phenomenon and not everyone gets the same satisfaction out of the same hospitality experience. The reason is that customers have different needs, objectives and past experiences that influence their expectation. The results of a customer satisfaction survey need to be evaluated to determine what needs to be improved. Goals should be as specific as possible. Hotels are often challenged on how to best increase guest satisfaction, and how to optimize both price and occupancy. Employee satisfaction, guestroom cleanliness, amenities, appearance, food and services all contribute to customer satisfaction, and increase customer satisfaction is a proven driver of guest retent ion and higher occupancy rates. Understanding customer experience through research is widely recognized as a key factor in improving long-term business performance. Express by Holiday Inn Hotel had a requirement to obtain daily feedback at an individual level by rooms/reception questionnaire in general for its GSTS (Guest satisfaction tracking system). It has to introduce web based questionnaire survey to create an opportunity to built feedback interface for general public to get provided a cost-effective and practical methodology so hotel future guest see the reviews in term of past feedbacks. In the customer arena, we believe that regular, quantitative measurement of customer satisfaction provides a much better lead indicator of future organizational health than profitability of market share change (Tom Peters, Management guru) Objectives of the Study The main objective is to conduct the customer satisfaction and its measurement in the hotel industry with special reference to Express by Holiday Inn Hotel, London. Subsidiary Objectives Analyses of costs demonstrating that customer retention is substantially less expensive than customer acquisition. Customer behaviourists in the area of lodging, restaurant, food services and tourism. Customer satisfaction is a psychological concept. Customer purchase goods and service with pre purchase expectations about anticipated performance. Assessment of satisfaction is made during the service delivery process. Satisfaction is not a universal phenomenon and everyone is not getting the same satisfaction out of the same hospitality experience. Reliability, Responsiveness, Assurance, Empathy and Tangibles. Significance of Study Customer Satisfaction measurement (CSM) consists of on two major roles Providing Information Enabling Communication with Customer The initial or primary reason for taking the time to measure customer satisfaction is based on to collect the information. It means that what customers say that need to be done differently or on the other hand to assess how well an organization is currently meeting its customer needs or requirements. But the secondary is not less important function of CSM in hospitality industry that by surveying customers. An organization is emphasis its interest in communicating with its customers. In hotel industry, its always finding out customers needs, pleasures, displeasures and overall well being. Though it is impossible to measure the satisfaction of every single customer needs. The customer satisfaction may different from organization to organization or hotel to hotel. Here we would like to quote Neumann (1995) five objectives suggestions as follows: To get close to the customer Measure continuous improvement To achieve customer driven improvement To measure competitive strengths and weaknesses To link Customer Satisfaction Measurement (CSM) data to internal systems Hypothesis Customer Satisfaction is a psychological concept. Customer purchase goods and services with pre purchase expectations. Assessment of satisfaction is made during the service delivery process. Satisfaction is not Universal phenomenon. Recognition of the employees who contribute to the Customers satisfaction Customer based improvement goals Plans for improving operational variables Incorporation of customer satisfaction skills into employees training programme Measurement and plan for improvement of employee satisfaction Importance of my Study To satisfy each and every customer or to meet his / her expectation every time is not an easy task especially in hotel industry. This work is to investigate and examine the psychology of the customer, their expectations and behaviour. Methodology My methodology of research will be based on experience, day to day operation of the hotel, customer complaint, customer satisfaction standard, theory, hypothesis, observation and confirmation. Universe of the Study The research would be conducted Hotels based in London, utilizing my own experience but the mainly focused on the Customer Satisfaction Measurement. Sample Design My sample will be comprised of the Customer Satisfaction Measurement in Express by Holiday Inn Hotel, London Data Usage In my research I would like to go for primary data collection, secondary data collection, quantitative and qualitative data collection. Tools of data Collection The data collection would include the use of questionnaire, scheduled interviews, guest feedback, and management feedback, guest services track system (GSTS), guest survey, and personal experience along with personal observation. In the questionnaire design, I will use the respondent completes short closed ended questions and long open ended questions. In the interview design, I would like to use personal forms, sharing their experience and work directly with the respondent. In the guest feedback, I would like to get the guest feedback while they are checking out from the hotel, compare their past and current experience. In the management feedback, I would like to get the information from management regarding the standard and complaint level of the guest activities in the hotel. Hypothesis Testing My hypothesis is Customer Satisfaction is a psychological concept. Customer purchase goods and services with pre purchase expectations. Assessment of satisfaction is made during the service delivery process. Satisfaction is not Universal phenomenon. I would like to test this hypothesis with my proper research along with my personal experience with respect to the Customer Satisfaction Measurement theory. Research Design and Timing Feb 2010 In the month of Feb 2010 I will finish my primary data collection (questionnaire, interviews, guest feed back, and management feedback, guest services track system, guest surveys, personal observation and experience) Feb 2010 In the month of Feb I would like to finish my complete data collection and I will systemize the data in the proper form according to the distribution of report. March 2010 In the month of July I would like to finish my final report writing and I will make it ready for the submission at the end of March 2010. Structure of the Report Chapter No 1 : Introduction Chapter No 2 : Literature review Chapter No 3 : Theory base (all theoretical background) Chapter No 4 : Analysis of the findings Chapter No 5 : Discussions Chapter No 6 : Conclusion and Recommendations Monitoring and Evaluation Feb, 2010 by Researcher Feb, 2010 by Supervisor March, 2010 by Researcher March, 2010 by Supervisor Literature Review My literature review comprises of theories, models, customers satisfaction surveys and related information. Brief and summarized form of my most important literature review is given below: Satisfaction Theories: Satisfaction Models: Satisfaction Surveys: Express by Holiday Inn Hotel Experience of Guest Satisfaction: Recently, numerous researchers have attempted to apply CS theories developed by consumer behaviorists in the areas of lodging in order to investigate CS applicability to the hospitality and tourism industries. The majority of these theories are based on cognitive nine distinct theories of customer satisfaction. The majority of these theories are based on cognitive psychology; some have received moderate attention, while other theories have been introduced without any empirical research. The theories include: Expectancy Disconfirmation Assimilation or cognitive dissonance Contrast Assimilation Contrast Equity Attribution Comparison level Generalized negativity Value precept Cognitive state of reward Customer satisfaction can also be defined as satisfaction based on an outcome or a process. Outcome definition of customer satisfaction characterizes satisfaction as the end-state resulting from the experience of consumption. This end state may be a cognitive state of reward, an emotional response to an experience or a comparison of rewards and costs to the anticipated consequences. Vavra also puts forth a definition of customer satisfaction based as a process, emphasizing the perceptual, evaluative and psychological processes contributing to customer satisfaction. In this definition, assessment of satisfaction is made during the service delivery process. Expectancy Disconfirmation Theory Richard Oliver has developed the expectancy disconfirmation theory in 1980. According to his theory, customers purchase goods and services with pre-purchase expectations about anticipated performance. Once the product or service has been purchased and used, outcomes are compared against expectations. When outcome matches expectations, confirmation occurs. On the other hand when there are differences between expectations and outcomes then disconfirmation occurs. Negative disconfirmation occurs when product / service performance is less than expected. Positive disconfirmation occurs when product / service performance is better than expected. Satisfaction is caused by confirmation or positive disconfirmation of consumer expectations, and dissatisfaction is caused by negative disconfirmation of consumer expectations. Basically we may say that Customer satisfaction is a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service. Satisfaction is not a universal phenomenon and not everyone gets the same satisfaction out of the same hospitality experience. The reason is that customers have different needs, objectives and past experiences that influence their expectations. Therefore, it is important to gain a clear idea of the customer needs and objectives that correspond to different kinds of satisfactions. This necessitates the segmentation of the market, because no service or product can offer everyone the same degree of satisfaction. Experience may result from changes in the perception of the actual quality of outcomes received, or from changes in the expectations against which these outcomes are compared. The components of satisfaction Most hospitality experiences are an amalgam of products and services. Therefore it is possible to say that satisfaction with a hospitality experience such as a hotel stay or a restaurant meal is a sum total of satisfactions with the individual elements or attributes of all the products and services that make up the experience. Reuland Model of Satisfaction There is no uniformity of opinion among marketing experts as to the classification of the elements in service encounters. Reuland suggests that hospitality services consist of a harmonious mixture of three elements: The material product in a narrow sense which in the case of a restaurant is the food and beverages; The behavior and attitude of the employees who are responsible for hosting the guest, serving the meal and beverages and who come in direct contact with the guests, The environment, such as the building, the layout, the furnishing, the lighting in the restaurant, etc. Reuland et al. (1985, p. 142) Czepiel Model of Satisfaction On the other hand, Czepiel suggests that satisfaction with a service is a function of satisfaction with two independent elements, the functional element, i.e. the food and beverage in a restaurant, and the performance-delivery element, i.e. the service. To prove the independence of the two elements from each other, the authors claim that restaurant clients are quite capable of having responses to each element that differ one from the other: The service was great, the food poor or conversely. (Czepiel et al) (1985. P. 13) David and Stone Model of Satisfaction Davis and Stone divide the service encounter into two elements: Direct Services Indirect Services For example, direct services may be the actual check-in/check-out process in hotels, while the indirect services include the provision of parking facilities, concierge, public telephones for guests use, etc. (Davis and Stone (1985, p.29) Dimensions of satisfaction In service organizations, the assessment of the quality of a service is made during the actual delivery of the service usually an encounter between the customer and a service contact person. Parasuraman identified the following five generic dimensions of service quality (SERVQUAL) that must be present in the service delivery in order for it to result in customer satisfaction: Reliability the ability to perform the promised services dependably and accurately. Responsiveness the willingness to help customers and provide prompt service. Assurance the knowledge and courtesy of employees as well as their ability to convey trust and confidence. Empathy the provision of caring, individualized attention to customers, and Tangibles, the appearance of physical facilities, equipment, personnel and communication materials. The model conceptualizes service quality as a gap between customers expectations (E) and the perception of the service providers performance (P). According to Parasuraman that service quality should be measured by subtracting customers perception scores from customer expectation scores: (Q = P E) The greater the positive score represents the greater the positive amount of service quality or vice versa. The gap that may exist between the customers expected and perceived service is not only a measure of the quality of the service, but is also a determinant of customer satisfaction/dissatisfaction. Measuring the gap between expected and perceived service is a routine method of utilizing customer feedback. Measuring service quality via customer satisfaction Hayes states that Knowledge of customer expectations and requirements is essential for two reasons: It provides understanding of how the customer defines quality of service and products and facilitates the development of customer satisfaction questionnaires. (Hayes, 1997) Customer satisfaction is recognized as of great importance to all commercial firm because of its influence on repeat purchases and word of mouth recommendation (Berkman and Gilson, 1986). Satisfaction, reinforces positive attitudes towards the brand, leading to a greater likelihood that the same brand will be purchased again, but on the other hand dissatisfaction leads to negative brand attitudes and lessens the likelihood of buying the same brand again (Assael, 1987) Guest Expectation from Express by Holiday Inn Hotel Expectations can be described as a mutable internal standard which is based on a multitude of factors including needs, objectives, past personal or vicarious experiences with the same establishment restaurant, with similar establishments, and the availability of alternatives. To recapitulate what we have established by now is that an individuals satisfaction with outcomes received from a hospitality experience results from a comparison of these outcomes with expectations. Some hotels / restaurant attributes are more likely to earn guest complaints than compliments. Availability of parking, hours of operation, traffic congestion, noise level, and spaciousness of the establishment all appear in the top-ten complaint list. In contrast, guests express appreciation for high performance in some areas, but rarely complain when performance is so-so. The survey results suggest that guest react favorably to a clean neat restaurant, neat employees, ample portions, and responsiveness to complaints. The quality and quantity of service, food quality, helpfulness of the employees, and the prices of drinks, meals and other services appear in both the list of most frequent complaints and the list of the most frequent compliments. Cadotte and Turgeon attribute model of performance Cadotte and Turgeon divided the attributes into the following four categories: Satisfiers Dissatisfiers Critical Neutral Satisfiers were those attributes where unusual performance apparently elicited compliments and satisfaction, but average performance or even the absence of the feature did not cause dissatisfaction or complaints. Large-size food portions, smartly dressed employees, clean and neat restaurants are all examples of a restaurant satisfier. Normal food portions, regularly dressed employees and not so neat restaurants do not cause dissatisfaction. In contrast, large food portions and well-groomed and smartly dressed employees please the restaurant guest. Satisfiers, represent an opportunity to shine, to move ahead of the pack, and to stand out from the crowd Dissatisfiers were more likely to earn a complaint for low performance or absence of a desired feature than anything else. But an operation that exceeds the threshold performance standard apparently will not receive compliments on the attribute. Parking and excessive noise are good examples of dissatisfiers; they have to be provided and maintained at a minimum or sufficient level. But efforts to achieve a higher performance level will not be appreciated by customers nor will it cause them satisfaction. Dissatisfiers particularly require management control to prevent poor performance. Minimum standards should be established, and the focus should be on maintaining these standards. Be as good as your competition, but do not waste resources trying to be better. Critical attributes were capable of eliciting both complaints (dissatisfactions) and compliments (satisfactions), depending on the situation. Quality of service, food quality and helpful attitude of employees ranked high in eliciting both complaints and compliments. Critical factors deserve special attention, because of their potential for both hurting and helping a business. Like dissatisfiers, minimum standards must be set to avoid negative responses to your service. For the critical attributes, the objective is to raise performance beyond the norm Neutral attributes neither received a great number of compliments nor many complaints, therefore probably indicating that they were either not salient to guests or easily brought up to guests standards. Cadotte and Turgeon draw our attention to the fact that the classification of these factors is not permanent but constantly changes. Some dissatisfier type attributes were probably critical at one time. Higher industry standards, though, may have improved performance to the extent that most restaurants are able to meet guest requirements on these factors. For example, in warm climates, the availability of reliable air conditioning in hotels or restaurants was a critical factor; today, with the advent of modern refrigeration technology, all hotels and restaurants in such climates will have it. Having more of it will not satisfy anyone, but when air-conditioning breaks down, suddenly everyone becomes dissatisfied. Resources I would like to use limited resources for my research. I will use internet, complete media library, company visits, interviewing with different guests who are staying in different hotels or regular guests and frequent flyers, news papers, journals, books, telephone and other possible resources which are easily available and easily accessible. Possible outcome of my study I would like to say that my research work on Customer Satisfaction Measurement will bring new turn and increase the satisfaction level in Central Park Hotel Hyde Park, London. More importantly, my study will analysis the guest satisfaction level and will point out the main causes, how to improve and bring the level of customer satisfaction up to the mark. Limitations of the Study My study on Customer Satisfaction Measurement in hotel industry will be limited only as well as on Express by Holiday Inn, London and other Hotels in London.