Storage of Combustible and Flammable Liquids

Flammable liquids ignite easily. They are bound to catch fire when exposed to the slightest form of an igniting agent. A liquid is considered flammable if its flashpoint is above 100.Advertising We will write a custom essay sample on Storage of Combustible and Flammable Liquids specifically for you for only $16.05 $11/page Learn More Although combustible liquids have an estimated flash point of 40, they are capable of catching fire. The ignition of a flammable or combustible fluid could cause a catastrophic fire. It is significantly important to prevent such fluids in tanks from catching fire. The solution to protecting these fluids from igniting is designing appropriate storage facilities. The major storage facilities for flammable liquids are tanks (Long 55). The design and installation of flammable fluids storage tanks is specifically meant to avert the fluids’ possibility of catching fire. In the US, the flammable and combustible liquids act w as passed in 1988. There exists two major forms of storage. These are the underground storage tanks and floating roof tanks. It has been noted that during incidences such as spills and overfills, a lot of unwanted and sometimes harmful content is released into the environment. In the past, many USTs were made of corrosive metals. Because of corrosion over time, several incidences of leakage occurred. Consequently, the government found it necessary to establish laws that would mitigate these challenges especially regarding underground spillage. The law mandated underground storage tanks’ owners to upgrade their storage tanks. In this regard, owners were required to replace their faulty corrosive tanks with non-corrosive tanks. The other form of flammable liquids storage is the floating roof tanks. These tanks satisfactorily handle the volatile and less dense liquids. In this regard, such tanks’ owners and operators must handle combustible and flammable liquids safely to prevent environmental hazards. The observance of these measures helps to prevent the dire consequences of such liquids’ ignition.Advertising Looking for essay on engineering? Let's see if we can help you! Get your first paper with 15% OFF Learn More The floating roof tank is one of the main designs used for storage of flammable liquids. A specific floating roof tank has a special design and special installation procedures that cater for the safety of the stored liquids. For a tank to store a certain flammable liquid safely, the liquid is pressurized to the rating of the tank and as per the nature of the fluid. Furthermore, some special tanks are needed to store cryogenic liquids. A floating roof tank has a covering that is not fixed. In addition, since the tank cannot withstand much pressure, it has a conical or flat roof. The tank has a vent on top of the lid. The vent functions as an air outlet when the tank is filling to prevent the increasing pressure from lifting the lid off. Moreover, the vent is used for emergency purposes to keep the pressure constant in case of a rapid increase, which could damage the tank. A rapid increase in pressure may occur due the rise in temperature as in the case of an accidental fire. The liquids stored in a floating roof tank should have low volatile tendency to prevent gradual loss (Myers 104). Floating roof tanks do not have an airtight design that can hold back vapour in case of rapid evaporation. The vent used to release pressure during the filling process acts as a fireguard. It arrests the flame before it is sucked into the tank. The vent should be designed in such a way that it is not obstructed in times of an emergency. The vapour pressure in a floating roof tank is measured at the top of the tank where there is vapour space. This measure helps to avoid the inclusion of the liquid pressure when the measurement is taken at the bottom. Floating roof tanks are used to store liquids with high flash points to minimise their chances of igniting when there is an igniting agent in close proximity. Once ignited, the liquids could provide a lethal incendiary for a fire. Lubricating oil, among other petroleum products, is an example of the liquids that could be stored in a floating roof tank.Advertising We will write a custom essay sample on Storage of Combustible and Flammable Liquids specifically for you for only $16.05 $11/page Learn More If the roof of the tank is rigid, the liquid stored should have a significantly high flash point. Furthermore, the liquid should have low volatility so that the vapour concentration remains below the ignition level. If the tank is exposed to extremely high temperatures, the liquid vaporises quickly and the pressure inside the tank rises rapidly. In case the vent designed for releasing the pressure fails, the resulting tension in the tank may cause an explosion. Such an explosion will damage the tank and spill out the stored liquid, which may accelerate the fire further. In some other instances, an improperly fixed lid may expose the stored fluid to the danger of catching fire. In addition, the stored liquid could spill out and ignite a fire in close proximity. If a flame manages to ignite the fluid in the tank with the lid still in place, the tank may explode. Another precautionary measure observed when manufacturing tanks with fixed roofs is the deliberate alteration of the tanks roofs’ strength (Myers 254). A tank is constructed with a roof of medium strength and a seam that can be easily broken between the roof and vertical walls. This loosely bonded seam will unfold with the application of a sudden immense pressure such as the one that occurs on heating of the tank by a fire. In this regard, when the roof’s seam breaks during a fire, the pressure inside the tank cannot increase beyond the atmospheric pressure. Furthermore, the content of the tank remains intact and free form i gnition if the heating effect acts from below. Since the contents of the tank do not splash during an explosion, the chances of extensive fire damage are minimised. The design of floating roof tanks does not involve any kind of a float chamber to cut out the liquid supply during the tank’s filling. In this regard, the tank has a plastic or rubber rim around the roof, which acts as a washer to prevent the liquid from overflowing through the rim onto the upper side of the tank’s lid.Advertising Looking for essay on engineering? Let's see if we can help you! Get your first paper with 15% OFF Learn More The most common fire accident in a floating roof tank is the lighting up of the roof rim, which is often smeared with the overflowing content of the tank. Vertical tanks are used to store less inflammable liquids such as naphtha while horizontal tanks are used for the storage of highly flammable liquids such as motor gas. These tanks are designed to hold liquids at low pressure. Thus, they are used for highly volatile gases. The design of a tank without a weak roof that can be blown away to release pressure makes the bottom of the tank vulnerable to pressure. The failure of the bottom seam may lead to a reaction that can cause the tank to be tossed away from the fire scene and cause fire elsewhere. Tanks situated above the ground are vulnerable to collapse since an intense fire may compromise the integrity of their stilts, which are made of steel. In this regard, the most appropriate measure is to install the tanks in an underground vault and covering it. For a tank installed in an underground location, corrosion of the tank’s material is inevitable. The tank can be protected through electrical means by attaching a charged cathode for deionisation purposes. In addition, a tank installed in an underground location is vulnerable to the accumulation of vapours. In this regard, some form of aeration is necessary in order to contain the contamination of the stored liquid by condensed water. Asphalt can be used for the construction of tanks because its flash point is above the ignition point of most of flammable materials. However, some asphalt tanks are reported to have ignited at temperatures significantly below asphalt’s flash point. This has been attributed to the combined effects of the asphalt material and the flammable liquid in the tank. In addition, the fireproof design of a floating roof tank may fail when an electrostatic charge triggers the ignition of the liquids stored in the tank. The electrostatic charge is generated during the tankâ₠¬â„¢s cleaning or when the process of filing the tank is not executed in an appropriate manner. Therefore, to avoid the electrostatic charges, proper installation is critical so that the charges do not cause an ignition. Nevertheless, the flashpoint could be analysed to determine the compatibility with the tank used for storage. The adoption of appropriate measures ensures that the storage of combustible and flammable liquids is handled properly with regard to the floating tank facilities. On this note, environmental hazards that result from spillage or ignition can be avoided. Another significant method of storage of combustible and flammable liquid is the use of Underground storage tanks (USTs). USTs have a combination of connected pipes and are occasionally designed to occupy 10% of their size. Contrary to the common notion, USTs do not include other small volume tanks used in the farms for fuel storage. USTs are utilized by numerous businesses. These tanks are usually used for t he storage of petroleum related products and other flammable substances like oxygen and hydrogen. Due to the explosive nature of the substances stored in these tanks, it is significantly important to observe their proper and standardized ways of installation and maintenance. Similarly, when transferring the content stored in these tanks, the appropriate precautionary mechanism should be employed to limit spillage. This ensures the safety of the operations (Long 224). In this regard, safety rules and storage tanks regulations have been developed to enhance secure storage and usage practices leading to economical and environmental benefits. During installation, several measures should be observed because the effective use of USTs relies heavily on their installation procedures. There are two methods of installation. These are existing new installation and new installation. An existing new installation entails the upgrading of earlier installations to ensure that the existing container s are in safe conditions and easy to monitor. Through these practices, tanks are upgraded enhancing corrosion protection, leak prevention and overfill detection. During the upgrading process, the internal section of the tank is inspected to ensure that it is mechanically sound and free of leak holes. If a period of ten years has passed since the tank’s initial installation, the tank should be monitored on a monthly basis. The presence of leakage holes in the tank can be established by using two procedures. The initial test is done before the lining of cathode elements while the second test is done five months afterwards. After the tests, the tank may be upgraded by combining two installation procedures of internal lining and cathode guarding. For a new installation, the owner should inform the local authorities 30 days prior the date of the installation. This enables the review of the owner’s installation plans to ascertain their validity and counterchecked if they com ply with the standards of the installation procedure. In the proposal, the owner should provide details regarding the sites electricity or telecommunication lines, security, neighbouring buildings and water bodies such as wells in the vicinity. Afterwards an approval may be offered to the owner if he or she complies with the regulation standards. USTs experts are then sent to the installation site for inspection purposes before the certificate of approval is awarded (Metelski 256). During installation, the owner is expected to obtain an insurance cover. Similarly, well-trained technicians should be employed to perform the installation. All the tanks and pipes should be installed in accordance with the manufacturer’s instructions. In several countries, the standards of removal and disposal of USTs have been developed. Usually, the law requires all USTs owners to replace the tanks within a period of 10 years. In this undertaking, they are encouraged to use fibreglass tanks due to their ability to withstand corrosion. Similarly, modern tanks have been reinforced with double fibreglass walls significantly reducing the issue of leaks in tanks. The tank replacement process demands the replacement of old pipes with new ones, which are stronger. The new pipes have been reinforced with an additional double wall from a mixture of glass and plastic materials. During installation, tanks’ control systems are included to monitor and sense leaks. These measures are meant to observe and automatically report any leakages. Due to the numerous demands from regulators and environmentalist, many owners of USTs have resorted to other methods of storage like above-the-ground tanks to reduce costs and for monitoring purposes. However, some states do not permit this form of storage. In the U.S the Environmental Protection Agency’s (EPA) policies regarding USTs have been very strict. As a result, numerous achievements have been realized. More than half of the tanks ’ owners have complied with the policies of upgrading their tanks and some have replaced theirs completely. Despite these dramatic changes, some leakage incidences from fuel tanks are still being reported. To countercheck such occurrences, the US government through the EPA has provided resources for cleanup and prevention programs. These resources are provided to tribes, territories and local authorities to aid them in implementing their clean up and prevention programs. Since the inception of the use of USTs, preventing leaks and spillages into the environment have always been a challenge. However, the EPA and other environmental organisations have significantly progressed in their bid to minimise and eventually halt the release of these substances into the environment. Nevertheless, there have been major setbacks encountered by these organisations concerning the operation and maintenance of these tanks. When leakage of USTs occurs, the owners and the operators are required by law to report the matter to the relevant authorities. Thereafter, clean up of the spillage is done before 24 hours elapse. In case of an underground leakage, operators should try as much as possible to minimise the contact between the tank’s contents and the air. This can be achieved by use of sorbents to limit the flow of the chemicals. In addition, an immediate excavation should be done. In some cases, the law mandates a secondary containment in cases of emergencies. The secondary containment is supposed to be used at all times whenever humans’ health is at risk. This containment should be well fabricated to prevent the stored substance from seeping down the water table. Furthermore, consideration of the volume of the containment is necessary. It must be stable enough to hold different pressures from different fluids. However, containments’ specifications vary from state to state and from one local authority to another. To avoid incidences of leaks, owners and operators are required by law to monitor the volume of the stored substances regularly. The volume capacity of the tank should always be greater than the transferring tank’s capacity. In this regard, owners should ensure that their operators comply with the required USTs protocols. All operations on corrosive substances should be maintained to sustain the corrosion caused by the metal components. Similarly, the USTs facilities should be protected by the use of cathode elements. Frequent monitoring by qualified experts in cathode protection is vital. Checkups and test should be carried out in a period of 5 months after installation and every 3 years thereafter. The criterion used by the cathode experts should be appropriate and up to date as per the regulations (Metelski 384). Thereafter, the USTs’ data regarding cathode protection should be stored in records for future reference. Moreover, the owners are supposed to ensure that their UST lining material is appropri ately matched with the storage substance hence avoiding cases of incompatibility (Long 384). In this regard, the repairs and maintenance practices should comply with the USTs protocols. Despite the numerous regulations in place, the minimization of UST leakages still poses a great challenge due to the dangers exposed to the environment. Therefore, we should contribute significantly towards the mitigation of such challenges. In the event of a spillage, the environment should be protected to reduce spillage hazards as stipulated by the law. In this regard, one is expected to put away all the flammable materials like cigarettes. The impacts of a fire outbreak are detrimental and sometimes fatal. For any form of combustible and flammable liquids storage facility chosen, the safety of the stored liquid is a vital consideration. Knowing that the liquids stored are highly flammable, any material capable of causing an ignition should be kept away. Nevertheless, these storage facilities shou ld be continuously upgraded to improve their performance in handling the liquid. The realization of the appropriate storage system is very significant towards the safe handling of the liquid. Moreover, the owners or operators should consider the advantages and risks that they face in handling the liquid. The location and the surrounding condition of the storage facility determine the choice of the storage facility. In this regard, underground storage tanks are viewed as less vulnerable to rampant fire risks than floating roof tanks. Although these storage facilities are the most commonly used, there exist others such as the above-the-ground storage tanks. Each storage tank therefore suits each specific flammable liquid depending on its characteristics. Lastly, any flammable liquid should be kept safely for its utilisation and protection of biodiversity. Works Cited Long, Bob, and Bob Garner. Guide to storage tanks equipment: the practical  reference book and guide to storage tank s and ancillary equipment with a  comprehensive buyers’ guide to worldwide manufacturers and suppliers. Bury St. Edmunds, U.K.: Professional Engineering, 2004. Print. Metelski, John J., and Myra R. Anderson. Managing underground storage tanks. New York, N.Y.: Executive Enterprises Publications Co., 1989. Print. Myers, Philip E.. Aboveground storage tank inspection guide. London: McGraw-Hill, 1999. Print. This essay on Storage of Combustible and Flammable Liquids was written and submitted by user Valeria Tanner to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

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buy custom Multivariate Data Analysis essay Strategy is a term that originates from the Greek word stratigiki. It concerns the deployment of an armys resources in a unique manner in order to avoid the combination of threats and weaknesses and try to match opportunities with strengths (Thompson Gamble J., 2007). There is a history of battles where stronger armies (in terms of resources) lost in the battlefield when confronted a weaker army with charismatic leadership and strategy (Sanders Carpenter, 2007). Similarly, in the business world strategy aims to achieve better effectiveness and performance of resources by examining ways of matching strengths with opportunities and simultaneously avoiding the combination of weaknesses and threats (Hitt et al., 2008). As a result in the business there is a need both to know the firm and the business environment better. In this dissertation, the generic strategy of cost leadership will be analysed the Retail Supermarket business in regard to customer service quality, a second objective will be to compare the perceptions of quality across customers in different cultures. 2.1 Cost leadership strategy and customer service in Retail Industry There are three levels of strategy; Corporate, Business (or generic) and Functional level strategy (Lumpkin et al., 2009). Corporate strategy refers to the arenas and the staging in which companies compete with certain products / services (SBUs) on specific markets (Hitt et al., 2008). For example, SW (Southwest) Airlines begun to compete at the late seventies as both a parcel and passenger carrier (selection of certain SBUs) in small trips between the southwestern states of America (Arenas or markets). Business strategy refers to the achievement of sustainable competitive advantage for a certain Strategic Business Unit (Sanders Carpenter, 2007). Walmart for instance was the first international retailer to provide the best prices of its product categories by cutting off every unnecessary frill with slogan: Save money. Live better.. In contrast, Mercedes Benz manufactures luxury cars of high quality at the highest standards and status at premium prices. As for functional strategy, it deals with the alignment of a certain business function (HR, Finance, Operations, and Marketing) with the business strategy strengths (Thompson Gamble J., 2007). In this dissertation the focus will be on the alignment of aspects of marketing strategy with a generic business strategy. If the key factor of a company's productivity is the magnetism of the business in which it functions, an essential minor factor, is its status within that business. Although a business might have low rate prosperity, a company that is perfectly situated can produce bigger returns. A company situates itself by controlling its strong points. Michael Porter has coversed that a companys strong points eventually drop into one of two captions: cost advantage and differentiation. By implementing these strong points in either a wide or narrow range, three generic strategies are shaped: cost leadership, differentiation, and focus. These strategies are implemented at the business entity level (Gonzalez Suarez). They are termed generic strategies since they are not company or business reliant. The next table exemplifies Porter's generic stratagems: These three models are instances of "generic strategies", as they can be implemented to goods or services within all businesses, and to companies of all dimensions. They were initially established by Michael Porter in 1985 in his book Competitive Advantage: Creating and Sustaining Superior Performance. Porter termed the generic strategies, "Cost Leadership", "Differentiation" (creating exclusively attractive goods and services) and "Focus" (supplying a particular service in a niche marketplace). He later sub-segregated the Focus plan into two fractions: "Cost Focus" and "Differentiation Focus" (Porter, 1980). In general, cost leadership is on the subject of being the lowly cost creator in the business. For an association to achieve competitive lead, it should attain general cost leadership in a business it is contending in.For firms contending in a price-responsive market,cost leadershipis the strategic significance of the whole group. It is crucially vital for these firms to have a careful understanding of their costs and cost factors to chase a cost leadership strategy. They as well are required to completely recognize their aimed client groups meaning of quality, generally indicated in terms ofdesign requirements, contractual specifications, delivery and services at the acceptable likely cost. Achieving a cost level that is low in relation to its rivals, is deemed as a specific significance for the firm. For firms not contending on price,a cost leadership strategy is yet critically central. Companies competing in the business via good and service differentiation, will be necessitated to concentrate on cost efficiency and quality, to uphold or improve the worth viewed by their goal customers. Customers will choose products and providers that offer value which compares or surpasses the real and perceived price, both at the time of acquisition and over the products span.Price stays a variable of value, though not to the same level as for an undistinguished market. Consequently, cost control have to be a purpose of each firm, apart from their detailed market point of reference. Companies that acquire a cost leadership strategy, allow them to support market share, protect supply, build access walls, deteriorate threat of surrogates, defend market share against competitors, add to market share, venture new markets, and cut the cost of principal. As the industry setting become yet more vibrant, a strong cost leadership strategy inside the structure of corporate strategy, is fundamental to guarantee the accomplishment of the business. It must offer the course that the entire organization is able to chase in order to protect the firms future endurance and achievement (Porter, 1980). Differentiation strategy consists of a firms intention to achieve profitably by providing superior value to its customers. Thus, the basic implication is that the perceived value should by far exceed the cost (Hitt et al., 2008). Added value chain aims at providing the highest value and customer service without neglecting any cost control. Focus strategy deals with the adoption of either a cost leadership or a differentiation strategy for a specific target group. Porter (1985) was the first to suggest the need of firms to follow a single generic strategy and avoid any combination. Companies are capable of providing extended value to their customers either through differentiation or through low price comparing to the competitors. This study focuses on culture-related perceptions of customers about Retail Service Quality and the implications for applying the generic strategy of cost leadership. As a result the basic generic strategies will be analysed in view of Retailers. Differentiated retailers in specific, try to succeed higher profit margins at higher price by offering a product / service of the highest value (Sanders Carpenter, 2007). This also means that customers can offset superior value for premium prices. On the other flip of the coin, low cost retailers sell their products at the lowest possible prices and customer access costs, on a satisfactory product and service quality (Hitt et al., 2008). This is also reflected on the Customer Value Equation (see figure 2.1 below), developed by Walker et al. (2006). A higher value for money ratio may occur in both strategies; low cost leadership and differentiation as it was presented by Walker et al. (2006). Retailers that minimise customer access costs and provide the best results at the best customer service are able to develop their competitiveness. Alternatively, retailers should provide the best outcome (Results plus Process Quality) comparing to customer costs (Price plus Customer Access Costs) and proceed on benchmarking their ratio with their rivals (Sanders Carpenter, 2007). Porter (1985) revealed that firms cannot combine low cost and differentiation strategy and be competitive at the same time. He also named these firms as Stuck-In-The-Middle, because they were vulnerable to competitors that adopted either a Low cost or a differentiated strategy. IKEA and ALDI for instance have followed this advice, by selling at the lowest prices and minimising their customer services in order to be able to squeeze their prices (Uusitalo Rkman, 2007) (Johansson Thelander A, 2009). However, a research indicated that forty-five percent of customers stated they were completely dissatisfied to neutral and they wouldnt suggest these retailers because they dont offer basic services needed for a satisfactory product (Arnold, 2002). IKEA until 2009 didnt offer assembling of their furniture that was highly valued by a lot of customers (Johansson Thelander A, 2009). ALDI on the other hand has a very dissatisfactory complaints handling policy (mean average of 3.5 on a seven-p oint Likert scale) that makes customers dissatisfied and to develop brand switching behaviours (Uusitalo Rkman, 2007). As a result, the impact of customer service is very important even when retailers adopting the cost leadership strategy. Retailers consider that the best way to reduce costs is to avoid processes that entail customer service. The basic retailing services concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). The most frequent Retail Service complaints concern ineffective complaints handling, lack of information, poor customer care and billing services (long queues etc). The customers that complained declared that their experience was so poor that they wouldnt prefer the store in the future, despite the very competitive prices (Uusitalo Rkman, 2007). On the other hand, Hitt et al. (2008) considered price as a customer satisfaction indicator. Thus, despite the fact that customer satisfaction is impacted by price, retailers need to meet some minimum standards of quality to bolster customer satisfaction. Indeed, todays environment and technology has made customers even more demanding and they require augmented products at a very low cost (Lumpkin et al., 2009). When Porter developed generic strategy theory, the technology didnt offer the opportunity to firms to develop EPR and Flexible Manufacturing Systems (FMS). In addition, no internet and New Information and Communication Technologies were available (Sanders Carpenter, 2007). Firms today have the opportunity to squeeze their costs, for instance Amazon.com offers the best retailing services at a very low cost (Lumpkin et al., 2009). The notion of service quality is further analysed at the next section. Retail involves all activities that openly refer to the sale of products and services to the customer for individual, non-industry exploitation (Retail Glossary, 2005). The retail sector deeply and remarkably accentuates profit margin, and as the global rivalry is rising, prices are being reduced, economies of scale provide a hopeful competitive lead. This might be one of the essential factors for trends toward lesser and wider scope retailers. Three factors that contribute toward such trend, are augmented car possession, augmented rate of households with freezers and refrigerators, and the expansion in the number of working wives. (Jeannet and Hennessey, 1988). Meaning that the augmented vehicle ownership, rising buying power, and time limitations, guides customer from area and small stores, straight into the model of once-per-week shopping at big merchants. The chief strategic marketing judgment residing before a world retails competitor, is whether to implement normalized marketing campaigns throughout the intended countries, or whether it must be tailored to a specific market. This choice has to be supported by considerable comprehension in both the markets fiscal and cultural features. This noticeably holds true for Tesco in our present times. Tesco has attained 25% market share, nearly market diffusion in U.K. Food retailing. Tesco ventured abroad, since it was obliged to. The firm transferred into further regions, such as clothing business and online-shopping. However, that is improbable to provide it the type of development investors aspired for (Griffith, 2002). A retailer fabricates customer constancy through expanding a plain and characteristic representation of its retail offering and constantly strengthening that picture through its products and service. Positioning is the creation and execution of a retail blend to produce an image of the merchant in the consumer's intellect, proportionate to its rivals. A perceptual map is commonly employed to reveal the customer's reflection and fondness for retailers. Tesco and Asda have found their market share drop as the downturn has provoked an alteration in consumer performance, in accordance with numbers from research firm Kantar Worldpanel. When certified statistics revealed RPI price increases at 5pc, Kantar's figures set yearly sales growth amongst British grocers at merely 3.8pc during the 12 weeks into the 7th of August. According to the research group, grocery price increases were in succession at 5.2pc above the period. "It is obvious that consumers are attempting to direct their private inflation, by trading down. This can be executed via looking for cost-effective channels and less costly substitute goods," Kantar said. Sales enlargement of 24.4pc at Aldi provided the trader a 3.6pc market share, up 0.6% and a new high for the firm. In the interim, Lidl witnessed sales surge 13.8pc, as its market share soared 0.2 of a point to 2.6pc. "It's predictable that the markdowns have been remarkably driven forward this month," Kantar said. Therefore, The economic recession and British customers concern for a good buy, has urged record figures of consumers to price cut grocers Aldi and Lidl, to the detriment of the UK's prime superstores. The grocery market persists on generating firm expansion aided by prices increase. These transformations are at the edge, however demonstrate how consumers are rushing to deal with the augmenting pressures on their domestic funds. Shoppers are coping with their budget, by producing more shopping outings, yet purchasing smaller quantities of items. The Customer Satisfaction Model is a universal stage structure the associates the 2 comprehensive Ps (people and performance), and represents the influence of the traditional Ps (product, price, place, promotion). (a) Create customer contentment by meeting, or moreover, surpassing, customers' requirements and prospects, i.e. providing better-quality comparative perceived worth. (b) Accumulate contended (and profitable) consumers into a considerable share of the pertinent supplied market. (c) Influence the market allocations into superior productivity through scale economies (i.e. dispersion of fixed costs over a wide capacity foundation), experience outcomes (i.e. learning curve efficiencies), and market power (e.g. attaining higher contracts from dealers). Firms are encountering more concentrated customer service tensions than ever before. Whenever a service breakdown comes into light, the companys reaction has the prospective either to reinstate customer contentment and strengthen allegiance, or to worsen the situation and force the customer to a contending company. Service recuperation relates to the deeds an organization exert in return to a service breakdown (Gronroos 1988). Recovery organization is believed to have a major significance on customer assessments, because clients are habitually more expressively occupied in and perceptive of recovery service, than in custom or unparalleled service, and are frequently more displeased by an organizations unsuccessful recovery, than by the service breakdown itself (Berry and Parasuraman 1991; Bitner, Booms, and Tetreault 1990). 2.2 Service Quality Determinants and Implications for Managers Service comprises of a providers promise about an experience offering that is guided through interaction between customers and the firm. As a matter of fact, experience is provided to customers through facilities (buildings, vehicles, machinery etc), employees (front-stage and back-office personnel) and processes (Zeithaml, et al., 2008). Since facilities could be easily copied, sustainable competitive advantage in services is relied on HR practices (recruitment, reward schemes, development, job-appraisal, and training) organizational culture, and processes adopted to meet customers needs (Armistead Kiely, 2003). Besides, service providers should adopt practices and strategies that are connected with the unique features of services. The most important special service properties concern intangibility, inseparability and heterogeneity (Svensson, 2006). In modern economy, rarely one finds a service offering of only goods or only services. Instead, most of the offerings concern a mix of goods and services referred in bibliography as products (Wong Sohal, 2003). However, in terms of intangibility there are offerings incorporating more goods and some others are based on services. As a result, there are products characterised by 1) strong search quality, 2) strong experience quality and 3) strong credence quality (Rushton Carson, 1989). Strong search quality is the ability of customers to assess product quality prior to consumption based on obvious attributes (Walker et al., 2006). Clothing, furniture, houses and cars belong to this category, since customers find it easier to assess quality prior to consumption based on such features. On the other hand, products with a great deal of experience quality are the ones that customers are capable of assessing quality only after consumption occurs (Restaurant meals, vacations, haircuts, baby sitting services and telecommunications) (Douglas Connor, 2003). Last but not least, there are products based mostly on services rather than on goods (TV repairs, Legal services, car repair, medical services). These services are strong in credence quality, since customers are based on the providers credibility as well as on the quality of interaction (Gabbie ONeill, 1996). The basic strategy of retailers is to augment their offering using services and for service providers to increase their physical evidences (Armistead Kiely, 2003). As for inseparability, service delivery neither can be separated from the provider nor can be stored in a warehouse (Zeithaml et al., 2008). As a result, quality control cannot easily applied prior to service delivery and as a result, complaints are more easily occur in service-based offerings than in tangible offerings (Armistead Kiely, 2003). This implication suggests that managers should adopt flexible service failure procedures (McCollough et al., 2000). With regards to service heterogeneity, every actual service delivery performance may significantly differ to the standard one. This is attributed to the fact that either customers perceive performance differently or because contact personnel interacts differently with customers during the day (Zeithaml et al., 2008). As a result, employees should know how to react to customers response and requests during the moments of truth (Svensson, 2006). As already mentioned, HR practices are very important to minimise service heterogeneit y (recruitment, customer-centric training, development and effective job appraisal) (Walker et al., 2006). In order to measure service quality as it is perceived by customers, Parasuraman et al. (1988) revealed five dimensions of Service Quality (SERVQUAL MODEL), 1) Reliability, 2) Responsiveness, 3) Assurance, 4) Empathy and 5) Tangible aspects. Reliability is related to the aforementioned heterogeneity that providers should eliminate as possible as they can. Customers need a reliable and consistent service delivery comparing to their expectations, which are formulated by marketing communications (Kotler Keller, 2007). In case service delivery performance fails to meet customer expectations, customer satisfaction and experience become very poor and vise versa (Douglas Connor, 2003). Responsiveness is referred to the speed of problem solving processes as soon as customers make obvious requests (Zeithaml et al., 2008). As far as assurance is concerned, this dimension deals with the customers confidence that the providers service delivery system is capable of safely fulfilling companys pr omises (Benkenstein et al., 2004). Empathy is the emotional alignment of contact personnel to customers problems or requests (Holtz et al, 2008). Finally, the dimension of tangible aspects involves facilities, employees appearance etc. The SERVQUAL model is widely used in banking sector, hospitality and tourism sector as well as in telecommunications (Zeithaml et al., 2008). However, in retail settings this model does not fit properly. Services are also provided to customers in retailing business. The basic retailing services concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). At the next section an adjusted model for Retail Service Quality is developed. LIDL Cost Quality Lidl was established in Germany in the 1930s, but attained its current business as a discounter in the 1970s. Lidle is one of the biggest and well-know low-cost retail store in Germany and in the world. Lidl ventured the UK market in 1994, and now has about 450 UK stores. Nevertheless, the nation is not as absorbed in discounters as Germany, fairly as a result of the effective and efficient marketing of the big four retailers (Tesco, Asda, Sainsbury's and Morrisons) in persuding customers they supply rewarding retail experiences. Thus the control of large supermarket, chains in the UK, and Lidl's market share of just about 1.5% in 2007 (weighed against the market leader Tesco's 27.6% market share). Due to its diminished advertising expenditures, a central store presentation, and a narrow product selection involving namely private label goods, supported by operational effectiveness, Lidl has altered grocery retailing in Germany, where roughly 90% of the German consumers habitually shop at this low-cost retail outlet. Its achievement was an immense factor in Germany, reflecting amongst the lowest grocery prices in entire Europe. The headline retailers encounter in attaining low prices whilst preserving margins, is specifically applicable for Lidl, as it operates under a low-scope culture. Nonetheless, as Lidl is not a publicly-scheduled firm, and reveals trivial financial information, it is not exposed to the probably disturbing shareholder criticism at each and every quarter of the fiscal year results, and is not required to share dividends; therefore attaining a wider range to venture in development to ensure a long-term expansion. Quality is big and prices are small at Lidl, says Karl-Heinz Holland, CEO of Lidl. The keystone of Lidls values is simplicity: pure retail the firm just procures and vends entirely focused on one target to provide the customers, a daily superior quality goods at the greatest feasible prices. Within the supermarket stores, there is a fee for delivery service bags - at Lidl, the shoppers just pay for what they acquire. There are no unknown fees at Lidl, and all the prices are mainly competitive, day after day. They dont tender shopping baskets - at Lidl, they merely give trolleys. The shoppers are required to insert a pound coin as a deposit - that sets aside costs for the firm, where these reductions are allocated to the shoppers. Inside the stores, a number of goods are sold openly from containers or from pallets - at Lidl, they maintain the whole thing as simply as possible, and that is why customers save more money. Lidl has as well been able to set up strong UK development by repositioning the business to emphasize more on prime consumer trends of health and quality. These are significant traits for UK grocery retailers, not simply because they are rising consumer trends, however also as the primary four retailers have launched a model over what is anticipated of grocery stores in the nation. The shopping practice at Lidl is founded on straightforwardness for the consumer. They preserve company costs along, so that the reductions that Lidl apply on operational costs, can be passed on back to the shopper in cut-rate prices. A single factor for Lidl's lesser operational costs, is their narrow assortment of products. Lidl amasses stock around 1,800 lines, judged against roughly 30,000 amassed by the other huge stores. By maintaining their selection small, they have the opportunity to gain smaller-sized stores. Thus sparing on illumination, heating and repairs invoices. Some perceive this philosophy as a bright notion, regarding that study reveals that the majority of customers are likely to purchase only 400 or 500 distinct foodstuffs. Lidl maintains reduced fixed cost via using nominal numbers of store personnel and guiding them on all facets of the store level. Therefore, you will probably view only one affiliate on the till, and another piling the fruit and vegetables. Li ke numerous superstore, headquartered in Germany, Lidl charges shoppers for plastic bags, the rationale behind this is dual: to maintain operating costs to a bare minimum, and to be environment-friendly by urging shoppers to exploit their plastic bags multiple times. With LIDL, goods are chiefly sold from pallets and normalized shelves, resulting in cost savings and logistical benefits, while other huge retail store, such as Tesco, offer their markets an assortment of various shelves and arrangements of products. In brief, LIDL offers a limited selection, in addition to the basic advantage for their consumers the product. However, although LIDL comprises only profits vended per sold item, the firm is able to bring about high number of sales, and high returns, because of its high fixed proceeds of products for each day, calculated against their small variety of goods (Lidl, 2008). Low-cost retailers are discounter shops that are influenced by the discount-strategy, hence offering lower prices, however having a narrow product selection. The size of the shop does not control the approach and strategy of the retailer. Furthermore, a low-cost retailer is a discounter that provides a wide variety of products, limited service, and cut-rate prices. Discount stores offer both private labels, and state brands; however, these trade names are commonly less fashion-focused than brands in department stores. Although Lidl has been known for its low-cost merchandise, the company offers good quality too. Lidl is not overlooking quality, as it is sort of creating a balance between cost and quality, hence following an efficient and effective approach within its course of production. Lidl has been recently focused on generating higher quality that accompanies its low-priced goods. The entire group operates more than 80,000 workers. LIDL is tremendously hierarchically structured, and functions without much communication and publicity about their industry, thus concentrating on the common market strategy of all price-cut retailers. As illustrated above, with their product scope of more than 2000 products, they are supplying everyday goods and further exceptional goods every week on unique offers. Question: How do perceived quality/cost aspects, integrated into a nations distinct dimensions, whether demographic or financial, bring about the desired outcomes and possibilities? 2.3 Retail Service Quality Model Dabholkar et al. (1996) developed proposed a new adjusted model, known as Retail Service Quality Model, to suit to the retailing environments. They also validate it using Confirmatory Factor Analysis to reveal five possible determinants; Stores Physical Aspects, Stores Reliability, Personal Interaction with Stores Personnel, Stores Problem Solving and Stores Policy (for more information please refer to the methodological frameworks chapter). This model is very important for this project, since service is a promise of experience (Zeithaml et al., 2008). Retailers manage customer experience by augmenting their product assortment with retail services, policies and physical evidence (Kim and Jin, 2002). As a result, by measuring Retail Quality, author is able to measure customer experience for LIDL in three different cultures; Irish, German and Greek. The final objective is to make associations with cultural dimensions in order to propose cultural related experience management tactics. B esides, as Yeap and Ramayah (2011) indicated the significance of each retail experience indicator is country and market driven. The aforementioned authors developed different multiple regression models to prove that the importance of each experience dimension varies according to the expectations and preferences persist in each country. As Hair et al. (2006) reinforced, the importance of each independent variable could be examined by assessing both their significance and beta coefficient in a multiple regression model. 2.3.1 Physical Aspects Physical aspects are expected to be very important in retail sector, since they contribute over the decrease of customer risks (Bitner, 1992). A physically nice looking retail environment makes customers to feel safer and entices customers to stay for longer and positively influence their mood, which in turn moderates buying behaviour (frequency of visit, quantities, amount to be spent etc) (Zeithaml et al., 2008). Physical aspects incorporate a series of tangible enhancements like modern-looking equipment and features, physical facilities and shopping materials (handbags, catalogs etc) of high aesthetical value (Yeap Ramayah, 2011). In addition, convenient and clean areas influence both mood and customer satisfaction (Bitner, 1992). Physical aspects are also considered as a hygiene factor as Herzberg originally mentioned (Thompson Gamble, 2007). Convenient and clean facilities contribute to an environment that does not harm overall customer experience. However, dirty and messed ar eas dissatisfy customers, negatively affecting their behaviour and motivation both to buy in the future as well as to recommend the store to friends and colleagues (Theodoridis et al., 2009). The layout of the supermarket is also imperative to enhance customers experience, since it deals with the search effort and costs of customers. A layout that facilitates customers buying decisions significantly reduces physical and psychological risks associated to the time needed to find products (Zotos et al., 2010). It also makes it easier for consumers to move around in the store. 2.3.2 Reliability Reliability is the ability of a retailer to provide homogenous, consistent and error-free services and transactions comparing to the promises that are communicated by the Integrated Marketing Communications (Kotler Keller, 2007). Marketing communications deal with the delivery of messages and expectations from the retailer to customers connected to the positioning strategy and Unique Experience Proposition of a certain retailer (Theodoridis et al., 2009). For instance a message You find everything you want at the best price transfers a message that merchandise is available at the best price. As soon as retailers fail to meet the communicated experience, they simply dissatisfy customers due to their unreliability (Mehta et al., 2000). 2.3.3 Personal Interaction with Personnel Services are provided when customers and front-stage personnel interact (Zeithaml et al., 2008). This is also mentioned as service encounter and the time of interaction as the moment of truth (Walker et al., 2006). First line employees in super markets provide services, since they interact with customers. The basic services in retail concern information, advice, order taking, hospitality, security, exceptions (customer care, complaints handling etc), billing and the provision of various means of payments (Yeap and Ramayah, 2011). Mayer et al. (2003) proved that the interaction itself explains a great deal of performance variability in services. The most crucial constituents of personal interaction in retail involve employees ambience, effort, empathy and courtesy (Mayer et al., 2003). The ideal personal interaction of customers with employees include personnels knowledge and behaviour for responding accordingly to customers requests, honesty and safety in transactions, punctuality of services and individual attention (Walker et al., 2006). 2.3.4 Problem Solving Problem solving in Retail settings entails every process for responding to customers problems in order for the retailer to recover errors occurring in the service or product delivery (McCollough et al., 2000). Three are the most vital issues in supermarkets problem solving; 1) The successful handling of returns and exchanges, 2) The emphatic interest of the contact person to solve the problem and 3) The ability of the employee to handle customer complaints directly and immediately (Dabholkar et al., 1996). These strategies show a sincere interest to customers needs that consumers highly appreciate. A problem or a service error usually hampers customer satisfaction. However, a successful handling of customers complaint is a critical success factor of experience management, since customer experience and satisfaction gets better comparing to the prior-complaint time (service recovery paradox) (McCollough et al., 2000). This does not mean that retailers should repeat such errors. In case customers experience more than once there is no any effect of the service recovery paradox (Zeithaml et al., 2008). 2.3.5 Policy Companies policies influence customer experience (Yeap and Ramayah, 2011). The ideal store for the customer is the one that adopts flexible and customer oriented policies (Zeithaml et al., 2008). Product assortment and quality is the first policy that retailers should make their decisions upon (Theodoridis et al., 2009). Business strategy is a key question. Low cost retailers often adopt a merchandise of high value for money, which usually reflects an assortment of private labels (PLs) (Kim Jin, 2002). On the other hand Differentiated retail-chains usually follow a product assortment policy of less Private Labels and more SKUs (Stock Keeping Units) that actually increases stock keeping costs and other overhead costs (Dabholkar et al., 1996). The second policy deals with the stores ease of access that seriously affects physical and psychological effort (Mehta et al., 2000). Both the parking and the operating hours influence ease of access that retailers should influence (Mehta et al. , 2000). Last but not least, experience is also affected by the companys flexibility in terms of payment methods (Dabholkar et al., 1996). As a result, it is vital for retailers to accept most major cards. 3. METHODOLOGICAL FRAMEWORK 3.1 Introduction Methodological framework concerns the structure as well as the planning of a research project (Saunders Thornhill, 2003; pp 56). Methodological framework ensures the use of the best case to case data collection method (see section 3.2), providing researchers with the most reliable and proper data for both an efficient and an effective research (Parasuraman et al., 2007; pp 63). Furthermore, the methodological framework puts the research on the rail to collect a representative sample with regards to the total population (see paragraph 3.3) in order to minimise the sampling error (Malhotra, 2008; pp 85). Last but not least, the research framework represents every possible interaction between two or more variables by simultaneously helping readers to understand the hypotheses building. 3.2 Data Collection Method In general, there are two basic methods to collect primary data; Qualitative and Quantitative method (Parasuraman et al., 2007; pp 76). The former concerns the data collection through evoking emotions from persons of a certain population through questions / discussion axis in focus groups or in-depth interviews. In addition, the Delphi method is useful to collect data from experts about new product development (Malhotra, 2008; pp 91). Qualitative method requires a great deal of interpersonal skills and knowledge about psychology as well as various facilities to isolate participants from various types of noise (Saunders Thornhill, 2003; pp 79). One further barrier of using a qualitative method is that the researcher should carefully pick a small number of participants out of the population to represent the research. As a result, there is a peril to collect unreliable data (Parasuraman et al., 2007; pp 78). In addition, because of the interaction between researchers and participants, researchers should reassure objectivity and not to influence participants answers (Saunders Thornhill, 2003; pp 84). On the other hand, Quantitative method in social sciences is conducted through a SURVEY. The latter is based on a strict data collection tool that regards a QUESTIONNAIRE. The quantitative method is characterised by strong discipline and reliability using various statistical methods of inference (and significance) as long as the sample of the survey ensures normal distribution (Malhotra, 2008; pp 127). One further advantage of this method is that researchers can explore relationships between two or more variables or scales, without directly asking for obvious or sensitive answers (Parasuraman et al., 2007; pp 102). Besides, the research tool or construct is based on research of other authors that further ensures the validity and reliability of the research. In addition, attitudes, perceptions and behavioural aspects, could be further collected using quantitative scales (e.g. Likert) (Malhotra, 2008; pp 165). Since the purpose of this research entails the measurement of attitudes like customer satisfaction, perceptions (perceived quality) and behavioural aspects such as customer loyalty, the use of a SURVEY matched the needs of this research. 3.3 Data Collection Scale Goods incorporate services to enhance customers experience. Especially in retailing, where goods are sold, services are mandatory for the customer experience management. Besides, service augmentation is a basic tool of differentiation along with product assortment in the super market retailing business. A service consists of an experience promise about service quality. Parasuraman Zeithaml and Berry (1988) first referred to perceived quality and developed a respective construct named SERVQUAL model for collecting service quality data. Dabholkar et al. (1996) further developed a construct to measure the post-purchase perceived quality with regards to the service encounter. Parasuraman et al (1998) proposed four basic precursors of service quality that are Reliability, Responsiveness, Assurance and Empathy to be measured on a Likert scale. Dabholkar et al. (1996) first developed an instrument, known as Retail Service Quality Scale (RSQS), to suit to the retailing setting making adjustments to the SERVQUAL measure. They also validate it using Confirmatory Factor Analysis to reveal five precursors; Stores Physical Aspects, Stores Reliability, Personal Interaction with Stores Personnel, Stores Problem Solving and Stores Policy. The aforementioned construct incorporated twenty items on a five points Likert scale (1= I Strongly Disagree, 5= I Strongly Agree) that is presented in Questionnaires parts one to five (see appendix). Mehta et al. (2000) further proposed a construct validated using Reliability and factor analysis adjusted for Supermarkets and electronic goods retailers focusing on customer satisfaction, overall quality and customer Loyalty using a seven-point Likert scale (see Questionnaires part six in appendix). 3.4 Sampling Procedure and Sampling Plan The sampling procedures as well as the plan further ensure the reliability of the research in terms of sampling error and structure. Third parties also develop relationship of trust as long as they know the exact reasons of the projects decision making. In general there are five major decisions that have been made (Parasuraman et al., 2007; pp 111-132); 1) the definition of the population, 2) the definition of the sampling frame, 3) the definition of the sampling method, 4) the definition of the samples size and 5) the implementation of the sampling plan. The last process refers to 6) data coding and entry. As for the first decision it concerns adult customers of the retailing chain of Lidl in the capitals of 3 different countries; In Dublin (Ireland), Berlin (Germany) and Athens (Greece). Adult persons were selected, because of the fact they are the main decision makers. The countries were selected to represent different cultures and the capitals were decided, since they represent a high percentage of their total population. As far as the definition of the sampling frame is concerned, it deals with the access of data in various sampling units where sampling elements are reached. In this research, the sampling frame was the internet itself, in which two central stores of Lidl (sampling units) were chosen to receive fifty valid questionnaires from its customers (sampling elements). The third decision deals the way a sample is acquired that impacts the sampling error. The latter is minimised by using a Simple Random Sampling method. This method is both time and cost efficient per unit of sampling error and it also guaranties the existence of normal distribution necessary for statistical inference (Malhotra, 2008; pp 183). With regards to the samples size, as Parasuraman et al. stated (2007; pp 151) one rule of thumb to decrease the sampling error is to receive data out from three-hundred and twenty sampling elements in Business to Consumer research. As for the implementation of the sampling plan, it took place outside the LIDL stores from 18.00 to 21.00, local time, to ensure employees presence. In order to ensure simple random sampling there was a simple process designed. A number was chosen from one to five, in this case number three and as a result the third, the eighth, the thirteenth etc customers were requested to participate. As far as the last stage is concerned, answers were coded in SPSS application to execute descriptive and inferential analysis. 3.5 Research Framework This research was based on the following research questions: 1) What impacts customer experience in Ireland, Germany and Greece? The first research question entailed the exploration of the most influential factors of customer experience in Ireland, Germany and Greece. Using multiple regression analysis, the researcher revealed significant factors possibly connected to cultural differences. 2) Do different precursors related to cultural differences? Using Bivariate analysis and Pearsons significance tests, any such different experience precursors were examined in order to check the impact of cultural dimensions. Using the findings of GLOBE research project, the author crosschecked possible relationships between experience factors and cultural dimensions as mentioned in the Literature Review. The results indicate managers how marketing strategy should be adjusted according to cultural differences. 4. FINDINGS 4.1 Samples Statistics As far as the samples demographics it concerned, 55.83 percent were men and 44.17 percent women (see Figure 4.1 and Table 4.1). This reflects the reality. For instance in Greece, women are used to live with their parents until their marriage. As a result households with a single persons concern men mostly. One further reason for this in mmany western countries is because of the fact that women are more likely to be unemployed and thus they cannot afford to live alone. Table 4.1 Sample's Demographics - Gender Frequency Valid Percent Male 201 55.83 Female 159 44.17 Total 360 100.00 As for the composition of the participants age, 15 percent of them were up to forty-five years old. 28.61 percent of them were between forty-one and fifty-two, whereas a 22.22 percent of the sample aged between fifty-three and sixty five. Approximately one fifth of the total sample was between sixty-six and seventy-five years old. Finally, a 13.89 percent of the participants aged more than seventy-five years old. This fact indicates the ageing of the Europes population, especially in these three countries. For more information, please refer to Figure 4.2 and Table 4.2. Table 4.2 Sample's Demographics - Age Frequency Valid Percent 18-25 14 3.89 26-33 22 6.11 34-40 18 5.00 41-46 30 8.33 47-52 73 20.28 53-65 80 22.22 66-75 73 20.28 75+ 50 13.89 Total 360 100.00 With regards to the samples composition by its annual income, the majority (60.56%) of them earn up to twenty-two thousand Euros, indicating that Lidl targets on the poorest customers. However, a 14.72 percent earns between twenty-two and twenty-six thousand Euros, whereas 11.67 percent, between twenty-six and thirty thousand Euros. Lastly, only a 13.06 percent of the total sample earns more than thirty-thousand Euros (See Figure 4.3 and Table 4.3 below). Table 4.3 Sample's Demographics - Income Frequency Valid Percent Between 6 and 12.000 78 21.67 Between 12 and 18.000 71 19.72 Between 18 and 22.000 69 19.17 Between 22 and 26.000 53 14.72 Between 26 and 30.000 42 11.67 30.000 47 13.06 Total 360 100.00 As far as the samples educational status is concerned, a 10.28 and a 10.56 percent graduated Primary and Secondary School respectively. The majority of the respondents declared they graduated High school (55.83%). A 13.06 percent graduated a Technical School and only a 6.94% was in possess of a university degree. Finally, a small part of the sample replied they had a Masters Degree (2.22%) or a PhD/ Doctorate Degree. For more information please refer to the following Figure 4.4 and Table 4.4. Table 4.4 Sample's Demographics - Education Frequency Valid Percent Primary School 37 10.28 Secondary School 38 10.56 High School 201 55.83 Technical School graduate 47 13.06 University Graduate 25 6.94 Masters Degree 8 2.22 PhD - Doctorate 4 1.11 Total 360 100.00 Last but not least, the sample was equally distributed to include three distinct Nationalities (see Figure 4.5 and Table 4.5); the Irish (33.33%), the German (33.33%) and the Greek one (33.33%). Table 4.5 Sample's Demographics Country of Origin Frequency Valid Percent IRELAND 120 33.33 GERMANY 120 33.33 GREECE 120 33.33 Total 360 100.00 4.2 Retail Service Quality Scale Statistics Factor Analysis Approach Using factor analysis, the Author confirmed the existence of five different Service Quality precursors (1) Stores Physical Aspects, (2) Stores Reliability, (3) Personal Interaction with Stores Personnel, (4) Stores Problem Solving and (5)Stores Policy, as mentioned in the chapter of the methodological framework. Tables 4.6 to 4.10 present the factor analysis result from SPSS application. Table 4.6: The Physical Aspects' Scale(a) ITEMS Component (Raw) Component (Rescaled) This store has modern-looking equipment and fixtures 1.559 0.976 The physical facilities at this store are visually appealing 1.602 0.960 Materials associated with this store's service (such as shopping 1.577 0.977 This store has clean, attractive and convenient public areas 1.491 0.950 The store layout at this store makes it easy for customers to find 1.584 0.979 The store layout at this store makes it easy for customers to move around in the store 1.561 0.983 Extraction Method: Principal Component Analysis. (a) 1 component extracted. Table 4.7: The Reliability Scale(a) ITEMS Component (Raw) Component (Rescaled) When this store promises to do something by a certain time, it will do so 1.353 &n Buy custom Multivariate Data Analysis essay

Classical Theories of Management Essay Example | Topics and Well Written Essays - 1500 words

Classical Theories of Management - Essay Example The classical management theory comprises of three schools of thought: scientific management, bureaucratic management, and administrative management. Although some organizations apply one or more of these theories in managing their employees, most people consider them outdated and inapplicable in managing the 21st-century workplace that needs more visionary leadership styles. Frederick Taylor advanced scientific management in his quest to increase organizational productivity (Taylor, 2003). Frederick emphasized on the efficiency of production processes that could be achieved through empirical research. Availability of skilled labor became a major problem among the 19th-century industrialists (Cameron & Green, 2009). Only a few people were educated at the time, and the few available were in high demand due to the increased number of industries hiring them. Managers thought that the best way to increase the efficiency of the available labor was to draw strict lines between tasks. This decision might have been arrived at because managers believed that they were more intellectual than the workers were, and their duty was to supervise workers as they perform their work. Taylor’s emphasis on high target is desirable since business organizations desire to grow and expand. However, this principle concentrates on selecting the highest standard possible for employees. Taylor did not accurately define the highest standards; this can cause exploitation of employees especially those who are hired on hourly rates. Although Taylor encouraged managers to use the piece-rate basis of payment, some companies may stress employees to work harder than their capacity as these companies strive to achieve their target standards (Hersey, Blanchard & Johnson, 2001). This can cause stress and poor welfare among employees. Standard conditions proposed by Taylor encourage rigidity of organizations.  

Bioinformatics and gestational diseases Lab Report

Bioinformatics and gestational diseases - Lab Report Example Further research is indicated. Introduction Preeclampsia is a gestational disease of fairly common occurrence. It has effects of varying severity, and may in its worst forms cause a risk to the survival of both mother and fetus [1]. It is primarily linked to high blood pressure during pregnancy, and the risk of suffering from the condition is greatly increased with chronic hypertension in the mother [2]. However, it may also be linked to genetic factors in the fetus and the mother that affect the growth of the placenta, especially the vascular layout of the placenta [3]. Despite the potential severity of the condition and the amount of research conducted, the ultimate cause of preeclampsia is still unknown [4]. Genetic analysis methods have been used in an attempt to determine what genes and proteins associated with those genes are linked to preeclampsia. Coding these genes could allow a statistical determination of risk as well as a codification of the risk factors [5]. Therefore, t his paper will look at the current accepted statistical determinants surrounding preeclampsia and what is currently known regarding the genetic risk factors. Materials and Methods A search was done on Google Scholar for the keywords â€Å"preeclampsia† and the alternative spelling â€Å"pre-eclampsia† and the phrase â€Å"preeclampsia risk†, also with the alternative spelling. Precedence was given to those results that were located in journals with the words â€Å"bioinformatics†, â€Å"statistics†, or â€Å"molecular† in the titles, though this was not completely exclusive. This was done in order to obtain studies in the field of bioinformatics that were related to the gestational disease preeclampsia. An additional search restriction was added to that the articles had to be published after 2005, to ensure that only recent results that are currently considered to be accurate are used. An additional search was done on ScienceDirect and PubMe d for relevant articles. However, the parameters above returned no results within the ScienceDirect database and very few on PubMed, so the search was re-done with slightly different terms. The search was designed to restrict only to journals generally in the subject areas of molecular genetics or bioinformatics, but may not have had those keywords in the journal name. The same set of keywords was used, with the additional keywords of â€Å"molecular genetics† and â€Å"bioinformatics† in separate searches added to the phrases. Relevance was determined if the article had certain key factors in the abstract when first viewed. These included the words â€Å"risk factors†, â€Å"gene†, â€Å"allele†, or other keywords relating to genetic sequencing and its use in determining risk for preeclampsia. Therefore, the article was determined to be relevant if it appeared to be related to statistically quantifying or codifying the genetic risk factors for pre eclampsia Results One suggested genetic risk factor for preeclampsia was the rho-associated coiled-coil protein kinase 2, or the ROCK2 gene. The ROCK2 gene is located on chromosome 2p25, which previous research has suggested has a link to preeclampsia. However, the gene itself appears to be unrelated to preeclampsia, as when a group of patients were sequenced, there was no correlation between those who had preeclampsia, those who did not suffer from the condition, and the presence or absence of the gene

Ottoman history Research Paper Example | Topics and Well Written Essays - 1500 words

Ottoman history - Research Paper Example Occupying this important chokepoint, the Ottomans were able to derive a great deal of riches based upon control and management of the trade that forever flowed between East and West. Much like the Byzantines before them, the Ottoman Empire served as a link between Europe and Asia in greatly benefited from the profits of the exchange that was perennially flowing over these geographic boundaries. Although there can be many identifications and definitions for the means by which the Ottoman Empire was able to exert such powerful degree of influence, military might, and cultural dynamism, it will be the purpose of this analysis to discuss and analyze the means by which a pervasive in nearly continual process of centralisation can ultimately be understood as the most powerful dynamic that allowed the Ottoman Empire to survive and thrive for such a very long period of time. As such the following analysis will trace this trend through three different secondary sources: The Great Ottoman-Turk ish Civilization, The Ottoman Empire, and The Ottoman Empire and the World around It. Whereas other, lesser powers, have grown powerful, wealthy, and then almost mysteriously vanished into the annals of history, the Ottoman Empire, through this process of centralisation, was able to oversee and ensure that the continued strength and wealth that such a process had previously been able to integrate was furthered into the future. This process was referenced specifically by the book The Great Ottoman Turkish Civilization.... Rather, the only one dimensional aspect of centralisation refers to the level to which a central figure in power structure oversaw, directed, analyzed, and guided nearly every decision that was made within the state/Empire. Accordingly, the multidimensional aspects of what centralisation necessarily implies will be discussed and analyzed as a means of integrating the reader with an understanding of how centralisation was ultimately affected within the Ottoman Empire (Cicek 47). Moreover, by identifying the level and extent to which centralisation played with regards to ensuring that the Ottoman Empire remained resilient and strong, the author will further be able to detail particular practices and unique approaches that the Ottoman Empire utilized with regards to dealing with its large, multi-religious, and multiethnic population. The second text under consideration within this analysis, The Ottoman Empire, argues that centralization played an important role within the administration and direction of any empire; so much so that it helped to define and constrain the way in which the entire process of imperial power was directed. By the very nature of Empire, it is a system in which territories and peoples that are otherwise not necessarily similar to the conquering power are incorporated into the governing structure (Kia 82). As a function of this incorporation, the Empire is usually made relatively wealthier, more populous, and more secure due to the fact that it has been able to extend its boundaries beyond the regions to which it previously laid claim to. Yet, the fundamental drawback that has been seen by a host of imperial powers within the past is the fact that the

Legal Requirements for Child Well-Being

Legal Requirements for Child Well-Being Binnet Mastoor Q1) Current legal requirements are needed for those in order to ensure the childs wellbeing this has to be ensured in the childs from reception and other classrooms the law has been passed to ensure that the child had an providing the information so that the parents are aware. Also the law ensures training and advice for the parents in the child care settings so that they are fully aware and ready to be prepared for time off emergency that faces their way. The outcome also ensure that the child is not any risk from poverty so this means that thy are fed properly and this law is also linked with every child matters so that there are no inequalities between children and the child care provider. There legal requirements re also required by the Ofsted publications so this suggest that they must be followed. In summary the statutory framework for the early years foundation stage enables that the adult to child ratios are equalised and this enables the child to be safe and that their well-being addressed. The learning and development skills were put forward as expectations which were required by the child care provider so that the child is comfortable in this child care setting and that everything is set out for their demand. These learning developments ensure that the child has great enthusiasm to learn and build a basic relationship and this will ensure that the child care setting s mutual and that everyone is happy. There are 3 elements which need to be considered so this means the early learning goals such as basic information and misunderstand. There are basic expectations which are required such as communication and language development so that the relationship that can b e based on talking and sharing. This also enables the child speaks and listen and be able to express themselves otherwise without communication makes the relationship awkward in the childcare setting and means there is no contact. The child must also develop personal and social skills meaning that they have a nurturing confidence and form this kind off mural respect and learn to socialise with their children so that they make a friendship and that the child care setting is comfortable with one another. Furthermore they develop physical development they should be able to move and be free be able to nurture with the environment so that they are active therefore the adult must be aware off this so that they can make their relationship suitable for everyone. The child must understand the world and be aware off all the knowledges in order that they are guided in the right way. Also maths is important for a child and this can be developed such as when shopping letting children count how m uch s brought will really help develop maths skills and also describing household shapes in the childcare setting means that they can learn all the time. Also they develop literacy skills such as visiting the library is very important as it helps children gain this sense off vocabulary and can learn to talk and expand on their words. Likewise arts and design is very important so that the childs mind is creative and that they arent depressed and can be fun and imagine role play with other children in this child care environment. The statutory framework for the early years foundation stage means that the child is safe and properly guarded and as a result is not in trouble and doesnt make the child care setting difficult to be in. Q2) Respecting the child individuality means that every child is different and that you in the child care setting admit and treat others as they would like to be treated to keep this relationship between them going and make sure that things are running smoothly. Children usually imitate things from role models therefore off TV or books and therefore means that they need good role models in order to build a good preceptive and if they have good role models then it has a positive effect on them. If you experience others cultures and are educated off this then it builds bridges between the other children meaning that they will get along because everyone understand and respects one another views it has also been proven to reduce prejudice thoughts at a young age so that in future discrimination can be prevented. This will also make them accepting off other religion and cultures this includes also sharing their foods with them. Thus opportunity means that they are more educated meaning th at it is highly beneficial for them to know what is going on in order to succeed with them in the child care setting. Achievement says such as sport days at designed as they encourage children to participate with other children and be sociable and they must help one another so they are striving and helping one another to achieve or win this same goal. Furthermore having assess to games means that children build team work skills such as communication and helping each other meaning that their organised. Also it is important that you provide children with good routines and chance to interact in formal settings and this means that they will be more organised as they will learn what cutlery to use as a results giving them manners and doing this daily will make it part off their routine so that it will help them in the long run. Finally a very good thing is reward settings which help encourage children to respect one another some people use reward charts so that children will keep collect ing and usually they respond to tasks quicker this will ensure that they are obedient and that they follow things with almost like a routine. Q3) Consistency is very important as it s the key thing to reward the positive behaviour and to punish the unpleasant or negative behaviour. Children need to be brought up strictly from right to wrong so that they know the difference and so that they dont become confused and just act out. Children in your child care setting need to understand that everyone you do has a consequence and therefore they must control and think before they complete any action to ensure that it is right not wrong. They need to understand that a right action will make adults and other very happy and therefore the child must establish that this is the right thing to do and the unpleasant behaviour can put others at risk and therefore as a result needs to be prevented completely as it can be harmful towards others feeling. They need to ensure that positive behaviour is constant so that their relationship with the child is not at risk and that things run smoothly. Positive behaviour needs to be reinforced such as rewards so this can be carried out by giving them a treat when they do something good or praising them will flatter them and children do like this kind off attention means this good behaviour is then repeated. If you keep encouraging the child as result this negative behaviour will slowly disappear because they will see that bad behaviour causes distress in the house and that good bring rewards and therefore will being them the sense that this is the right thing they are doing. On the other hand negative behaviour is both stressing for the adults and child and can only be stopped with an unpleasant consequence such as being punished otherwise if it goes unnoticed them it can escalate to something more troubling. So for example when they are doing good behaviour may sure you pay attention because then they may feel that they ate being neglected and could therefore start being a harm to the other children as well as themselves. Make sure that you are not afraid to say no once in a while but make sure its strict but firm because if you go over the top it could cause them to be permanently scared which is something you dont want to jeopardise the relationship with the child over. Finally this can suggest that even when there being naughty it is not good to ignore but address the issue but not over the top because this aggressive tone may violate in something biggest and you dont want to break the kids confidence always remember that communication is key and the res nothing talking cant solve. Q4) Managing conflict is very important as it mean that it needs to be stable before it escalates to violence which is another level off conflict. Some say that conflict is natural way off life and that it must be experienced by everyone in their lifetime others day it can be stopped by controlling the trigger. Conflict is not often associated as a positive thing as it can mean screaming as in mentally torturing someone such as name calling however it can be physical such as hitting one another this could be by slapping or nudging which in a child care setting could cause serious conflict and justnesses within the other childrens nature and you need to make sure that the child causing this damage is controlled. To avoid anything escalating to this you need to ensure that your relationship with the child is mutual and that there is a kind off love going on for instance they trust you. To manage this conflict you need to ensure that you are fair with all the children and that you dont pick favourites because if you do it can cause this kn off unsettledness in the house and some may get jealous and act out in more off an argumentative conformity way so fairness definitely plays a huge role in ensuring that everyone is taught the same way as children may act out in time off injustice and make sure that when handling kids you dont have a favourite so that your more likely unbiased in your opinion. When it comes to people important to carry out this research which was conducted to suggest that in texas university is that gender differences between children when identifying areas off conflict. For examples girls will show their conflict side by mate ignoring one another because this sends out a strong message that something is wrong a they may bicker or argue so mostly girls verbally abuse one another to show that they are unhappy whereas with boys it is a different story they will results to violence almost immediately. There are various reasons why children act out this can be because they crave attention or sometimes because theyre selfish and dont want to share toys which can cause a divide. Finally its because sometimes they lack social skills or simply because theyve had bad role model and imitate them.

Equity in the Classroom Essay -- Teaching Education

Equity in the Classroom The concerns regarding equity issues in math and science may seem minimal, but in reality are very large. Usually unintentionally, teachers pay more attention, and give more positive attention to boys in their classrooms. This is especially noticed in the areas of math and science. â€Å"Girls are equal to or ahead of boys in achievement† (Sadker, 1993, p. 67) in the early stages of schooling. So why do boys seem to do so much better in math and science in the later school years? Perhaps it is not that boys are just smarter than girls are. Studies have shown that teachers give boys more attention in the early and crucial years because they fear that the boys will fall behind in their school subjects, and that boys are more daring--more willing to take a risk and answer a question, even though it may be wrong. Sadker, Sadker, and Stulberg (1993) pointed out that there are four basic teacher reactions: praise, criticism, remediation, and acceptance. Teachers also direct these reactions to certain students. Most often, boys are given praise and remediation. This gives boys better self-esteem, plus they are learning how to fix their mistakes. Girls are given criticism and acceptance. Acceptance is classified as okay or good. Acceptance is much different than praise, because praise is much more in depth. Girls get accustomed to hearing that their work is okay and they do not ever expect to do any better than okay. Therefore, girls have less confidence when it comes to school subjects, especially math and science. So how does one create an equal atmosphere in their classroom? Sadker (1993) suggests that teachers desegregate their classrooms, move to several places around the classroom to t... ...ne might think that more women might strive to get one, and actually earn one. These statistics make it clear that teachers need to encourage their students to do well in math and science. Girls need to realize that they can excel in their studies and really achieve the possible that is made to seem impossible. Works Cited a. North Central Regional Educational Laboratory Website (NCREL). (accessed on: 3/6/2001). Increase participation in mathematics. http://www.ncrel.org/sdrs/areas/issues/content/cntareas/math/am1partc.htm. b. North Central Regional Educational Laboratory Website (NCREL). (accessed on: 3/6/2001). Disproportionate number of women, nimorities, and the poor. http://www.ncrel.org/sdrs/areas/issues/content/cntareas/math/ma1dspr.htm. Sadker, M. & Sadker, D. & Stulberg, L. (1993). Fair and Square? Instructor, 3/93, 44-46 & 67-68.