The Role of Woman in the Church Article Example | Topics and Well Written Essays - 750 words

The Role of Woman in the Church - Article Example Historical evaluation is needed to counteract sexist interpretations and to understand general trends surrounding the issue of hierarchical vs. egalitarian roles. Three views on the role of women in the ministry of the local church, act as general philosophical camps. The egalitarian view points to three primary texts supporting the right for women to hold ecclesiastical office: Romans 16:1, 7 and 1 Timothy 3:11. At the same time, the egalitarians must answer the hierarchal traditional interpretation of 1 Timothy 2:11,12. The question of women holding ecclesiastical offices of authority has been the primary test case for egalitarianism. Traditionally, the evangelical church has denied women the office of apostle, pastor, elder and deacon. Cultural feminism, since The Feminist Mystique, (publication of Betty Friedan's, work became the rally point of the feminist movement.) has launched a passionate crusade to place women into leadership positions within all social structures. And the evangelical church, generally the bastion of the hierarchal tradition, has felt the special onslaught of this feminist campaign. The non-evangelical egalitarian view generally holds that the Bible is sexist and rooted in patriarchal culture. Within the non-evangelical egalitarian view, some hold to a complete rejection of the Bible in constructing a contemporary philosophy of the role of women in ministry, and see contemporary feminism as the hermeneutical grid, instead of holding the Bible as the final authority for contemporary practice. Others endorse the seeds of cultural liberty within Christianity as evolving into a progressive liberation of women from early cultural patriarchal domination. It challenges the historical hierarchical tradition of interpretation. Therefore, a concrete understanding of it becomes paradoxical in nature. The evangelical egalitarian view, also known as the Biblical equalitarian position, holds to an authoritative Bible but challenges the historical hierarchal tradition of interpretation. This view sees the Bible as teaching complete equality between male and female, with an emphasis on mutual submission. This view basically gives strong emphasis to a cultural hermeneutic, to eliminate the hierarchal tone of the New Testament passages of role difference. Through exemplification it can be better discerned. Romans 16:1- reads, "I commend unto you Phoebe, our sister, who is a servant of the church which is at Cenchreae." (KJV) Egalitarians generally hold that "servant" should be translated "deaconess." This could suggest an office of authority, reflecting gender equality in role responsibilities. The Greek interpret Phoebe as a leader, elder or deacon in her church. Romans 16:7 reads, "Greet Andronicus and Junias, my kinsmen and my fellow-prisoners, who are of note among the apostles, who were in Christ before me." According to the egalitarian position, the feminine proper name Junia is designated an apostle. Hence, a woman apostle is mentioned in the New Testament, at least in the general sense. And even in the general sense, there is still an element of definite authority implicit in the title. Timothy 3:11 reads, "Even so must their wives be grave, not slanderers, sober, faithful in all

Donald J. Trump Essay Example for Free

Donald J. Trump Essay Donald John Trump is a real-estate developer who shot to international fame after his hit television series â€Å"The Apprentice†. The best-known facet of his life also happens to be the most motivating one How he bounced back from bankruptcy to being a billionaire again, through a very innovative idea. Donald Trump was born on 14th June 1946 in New York (Allen 2007). The son of billionaire real-estate businessman Fred Trump, Donald Trump or â€Å"The Donald† as he is popularly known, was born with the proverbial silver-spoon in his mouth. After finishing his schooling from the military academy he entered the Fordham University. He went on to study Economics at the Wharton School of Finance, at the University of Pennsylvania. After finishing the college education in 1968, Donald Trump started his career at the Trump Organizations, owned by this father and started assisting him in his business (AE Television Networks). He worked with his father for five years. During this time he made several successful business deals but was disillusioned by the low-profit margins. He shifted his base to the more affluent Manhattan in 1971, to make higher profits and also gain public recognition. He hobnobbed with many rich and influential people and built a niche market around them, by making properties having unique architectural designs. He focused on exclusivity instead of cost-saving schemes, which was the mantra for the builders at that time. His name is associated with the most influential and posh addresses like the Fifth Avenue skyscraper, Trump Tower; the luxury residential buildings, Trump Parc, Trump Palace; Trump Plaza, 610 Park Avenue, The Trump World Tower and Trump Park Avenue. He was also the owner of many hotels like Plaza Hotel, the St. Moritz Hotel, Trump International Hotel and Tower etc. (http://www. nbc. com/nbc/The_Apprentice/bios/Donald_J. _Trump. html) However, the recession times in the 1990s saw a sharp fall in the real estate market. His net worth fell from $1. 7 billion to $500 million. When he was unable to pay a $2 billion bank loan, creditors seized his assets. This left him with about $900 million in personal debt and approximately $3. 5 billion in business debt (Allen 2007). This made him declare bankruptcy. He could bail himself out only when his father died in 1999; and real-estate business was sold. He bounced back both financially and publicity-wise via the reality telly-show â€Å"The Apprentice†. Currently his financial worth is estimated as close to 2. 5 billion dollars, and his catch phrase â€Å"You are fired† is embedded firmly in the minds of the public (http://www. atouchofbusiness. com/business-topics/success-stories/business-leader-trump-0006. html) The huge popularity of the TV show and the financial success it brought enabled Trump to venture into other fields like clothing Trump Mens Collection, magazine Trump Magazine, liquor Trump Vodka, tours – online portal named GOTrump. com, and even education when he opened Trump University in 2005 which offers a degree in business . Personality Traits Donald trump sets himself apart from other people in his leagues purely due to the sheer force of his personality. While his flamboyant nature and his many associations with women have gained him a lot of notoriety, no one can deny that he possesses ‘something’ which sets him apart from other rich people. This has made him make a brand name which sells many businesses including the very successful television series and the many books he has written on his life experiences and means to gain success. One of the most obvious traits he has is intelligence. This does not merely mean possessive a superior technical or business mind, it also points to the amount of calculated risks he has taken over the years and succeeded. While seeming to always go against the flow, his decisions in retrospect always seem to be the most logical way to succeed. As Columbus once said when to his detractors â€Å"Any one would have found newer lands, I thought of it first! † Another obvious trait he possesses is confidence, which shines through all the situations he has faced. For instance, his shifting to Manhattan would have been pointless is he could not get into the inner circles of the rich and famous people in New York. Though he was almost broke when he went to Manhattan, it took him no time to charm the committee people in many exclusive clubs to give him contracts (Biography Channel 2007) Still another trait that has helped him to get past difficult situations is his immense determination to succeed. The adverse situations have merely spurred him to think of unique, away from the stream, way to bounce back. In addition to his many businesses, he also a philanthropist who believes in uplifting the society where one lives. He is associated with many charities and donates generously to social causes. He also has a very charming personality which is probably the main reason for the huge success of his television show. Skills and Strengths Donald Trump in addition to having distinctive personality traits also possesses certain skills that have helped him succeeding in his various ventures. Even in the very early days of his career Trump was known for his consummate skill in making business deals. In fact his father often said that, â€Å"some of my best deals were made by my son, Donald everything he seems to touch turns to gold. † (NetGlimse 2007) He made his first successful deal at the age of 25, when he bought property off a transportation firm which was having financial troubles and sold it to the government. His negotiating skills often allowed his firm to secure loans with little collateral (Allen 2007) He is also an opportunist and is known for spotting successful business opportunities. As an example, while the real-estate business of his father was doing fairly well Donald chose to move his focus from their traditional business of middle-class rental housing to commercial real estate development (Allen 2007). In addition, he also decided to shift the business from Brooklyn to New York which the rich and famous lived. He is known to be a very successful self-promoter, which has led him to become a very successful brand name. From the buildings he has built which bear the Trump name to constantly telling potential ‘apprentices’ that the way to succeed is to be like him, he is carved out a public image in the minds of the people as a cocky, arrogant but immensely successful personality. He has cashed on this celebrity status to sell many books which also bear his name like â€Å"Trump: The Art of the Deal†, â€Å"Trump: The Art of Survival†, â€Å"Trump: Surviving at the top†, many of which have been best sellers. (http://www. nbc. com/nbc/The_Apprentice/bios/Donald_J. _Trump. html ) Leadership in situations As Donald Trump’s television show preaches – leadership is the name of the game. The word leadership means different things in different situations. Trump’s unique leadership qualities make him a cut different than others. For instance the very essence of leadership is having the conviction and guts to take on risks and few have taken risks which Trump has taken. As mentioned earlier in the report Trump was almost broke when he decided to venture into the real estate business for the rich and famous. It was a bold decision to take on especially considering the fact that the immensely rich people do not really allow any outsider to enter their circles, let alone a person who is not of their social standing. That his business was worth billion in a few years span shows how right he was in taking the risk (Chandy 2007) Another important leadership quality is the ability to capture the attention of people positively. Needless to say the huge popularity of his show, demonstrates that he does have this quality which makes people sit-up and take notice. Successful leaders also take responsibility of their actions and have absolute control over decisions. Again as mentioned earlier in the report each of the ventures of Donald Trump unmistakably have the imprint of his persona, not to mention his name. He does not believe in passing around the blame to others when decisions do not gain expected results. Leadership Outcomes The phenomenal success of the â€Å"The Apprentice† is due to the person who has conceptualized the show i. e. Donald Trump. The way the show is run clearly points his personality. The contestants are judged on a weekly basis and there are no appeals to the finals decision. In his words I mean, theres no arguing. There is no anything. There is no beating around the bush. Youre fired is a very strong term. Even the contestants are usually asked to stand up for themselves, which in itself means being leaders (NetGlimse 2007) Leadership also means facing challenges head on. This is evident in Trump’s decision to sell of his family business to bounce back from bankruptcy. There are times when an unsavory decision might be the best decision to overcome a situation. Trump would have to fend off creditors indefinitely if he had not decided to sell off the business. Another leadership trait which Trump possesses is the conviction in his decisions. He has succeeded in making many complex business deals due to this trait. For instance, when Trump moved to Manhattan, he decided to try his hand into building luxury hotels. With this view, in 1974 Trump focused his attention The Commodore. This hotel was unprofitable, but was very centrally located. He managed to convince Hyatt Hotel Corporation to enter into a business deal concentrating on the fact that Hyatt did not have any manor downtown hotels. He also managed to successfully arrange financing for this venture and proceeded to completely renovate the hotel. The hotel was renamed The Grand Hyatt in 1980, and became very popular, making Trump the city’s best known and most controversial developer (AE Television Networks). Conclusion Donald Trump is many times seen as a self-promoter whose proclamations are not credible. In fact people even question his present worth of 2. 7 billion dollars (Allen 2007). However, no one can question the success he has gained through his unique qualities as a pioneer in many types of business. His business decisions have been maverick and controversial but have been hugely successful. He believes in leading by example, which is the chief draw factor of his reality television show. Although his self-promotion comments can be termed as immodest, people modeling themselves after him would immensely profit from his no-nonsense attitude and self confidence. These are the two major qualities leaders need when they are dealing with others if they do not wish to be pushed around by other people. There are many books what preach about the qualities of the leader in a very idealistic way; however people can rarely succeed following only idealistic principles of anything. Another thing which can be learnt from Trump is his â€Å"Never say die† spirit. Every time he come up with an adversity, he just sees it as a means to demonstrate his skills to find a unique solution to the problem. In conclusion, the personality traits of Donald Trump which are mentioned here are the true reasons for his success. While these traits may not make everyone a billionaire, they will surely make people a much confident and self-assured person. References Allen S, â€Å"Donald Trump Billionaire Real Estate Tycoon and Host of The Apprentice†, 2007, New York Times Company http://entrepreneurs. about. com/od/famousentrepreneurs/p/donaldtrump. htm AE Television Networks, â€Å"Donald (John) Trump Biography (1946-)† 2007, http://www. biography. com/search/article. do? id=9511238page=1 Biography Channel â€Å"Donald Trump†, 2007, http://www. thebiographychannel. co. uk/biography_story/1123:1290/1/Donald_Trump. htm Chandy A, â€Å"Donald Trump Biography†, 2007, http://www. buzzle. com/editorials/4-28-2005-69193. asp â€Å"Donald J. Trump as Executive Producer/Host†, 2007, http://www. nbc. com/nbc/The_Apprentice/bios/Donald_J. _Trump. html A Touch of Business, â€Å"Donald J. Trump The Business Leader Who Thrives on the Art of the Deal†, 2007 http://www. atouchofbusiness. com/business-topics/success-stories/business-leader-trump-0006. html NetGlimse, â€Å"Donald Trump-Biography†, 2004, http://www. netglimse. com/celebs/pages/donald_trump/index. shtml

Thomas Hobbes Leviathan and the Fundamental Principle of a Society Ess

At the core of Thomas Hobbes’ Leviathan rests one fundamental value of a society, from which Hobbes derives all other laws: the duty to self-preservation. At the same time, many of Hobbes’ claims rest on his assumption that there is very little difference between men in their physical and mental abilities. By these two ideas, Hobbes asserts that it is to the advantage of every individual’s duty to self- preservation to seek peace with all other men (Hobbes Ch. 13, p. 2). But, in reading this text we must ask ourselves: Does Hobbes consider what would happen if a person were both confident and skilled enough that he or she could subvert the confederate power of all other men? What difficulties might such a person present to the ethical solidarity of the Hobbesian state? To answer these questions, I will first deliver a short story that brings the ethical trustworthiness of the Hobbesian state into question. With this story I will then illuminate the flaws of the Hobbesian state, which can be traced back to its fundamental principle of self-preservation. Finally, I will present a different fundamental principle for the laws of a state, equal and fair love, enumerating its advantages. To begin, imagine the following story. In a time very similar to the current one but not our own, the state exists exactly as Hobbes had presented in The Leviathan. The Sovereign rules absolutely; every citizen holds the right of self-preservation as the fundamental value of their society; and Hobbes is remembered as a national hero. However, the nation currently suffers from a great recession, and many live in terrible poverty. Trusting all their rights to the state, the citizens cling to a hope for a better future. But among these citizens, no one is more passionate or more devout for the state than Aminta1. As a criminal investigator for the state police, Aminta has received plentiful training and experience which distinguishes her as an above-average individual in terms of general intelligence. However, Aminta possesses one great idiosyncrasy that sharply distinguishes her from the rest of her people. She 1 From the Greek word for â€Å"protector† or â€Å"defender† (English-Greek Dictionary) holds no fear or belief in God and believes there is only this life and its punishments. Aminta deems belief in the divine as the folklore... ...obbesian state. For one, there is nothing inherent to the preservation of one’s own freedom that would enable a man to have regard for another man’s well-being. Just like the duty to self-preservation, this principle may permit the American citizen to disregard the needs of his fellow man, so long as his freedoms have not been infringed. Thus, we begin to see the incredible influence Hobbes’ work has had in much of today’s political theory. If a state were to decide to alter its fundamental principle, it appears it would take years of pulling up bricks to lay the groundwork for a new fundamental principle. Equal and fair love may be more advantageous, but it would take incredible amounts of energy to implement in a state today. Works Cited Hobbes, Thomas. The English Works of Thomas Hobbes of Malmesbury; Now First Collected and Edited by Sir William Molesworth, Bart. Vol. 3. London: Bohn, 1839-45. Electronic. Locke, John. The Works of John Locke in Nine Volumes. 12th ed. Vol. 4. London: Rivington, 1824. Electronic. â€Å"Defender,† â€Å"Protect.† English-Greek Dictionary. 2nd ed. London: Routledge & Kegan Paul Ltd., 1959. Print.

Basic Ethics Essay

According to Michael Boylan’s book Basic Ethics the study of ethics concerns itself with â€Å"right† and â€Å"wrong, judgments that assign praise or blame. In the case of ethics, these judgments are usually assigned to people or to actions (Boylan, 2009). This essay will discuss three major ethical theories, virtue ethics, utilitarianism, and deontological ethics. It will also provide a personal experience to help explain the relationship between virtue, values, and moral concepts as it relates to utilitarianism. The three ethics theories discussed herein are the virtue ethics theory that examines a person’s character over a long period of time and is forgiving of an occasional mistake that is not consistent with a person’s past character. Deontological ethics or duty-based morality is a theory based on a â€Å"nonconsequentialist† view of people and moral decision-making. Deontological ethics supports that actions are not justified by their cons equences. Rather, factors other than good outcomes determine the â€Å"rightness† of actions (Deontological Ethics, 2014). Utilitarianism in the most basic term is based on measuring â€Å"good† in terms of usefulness. Utilitarianism is often defined as an effort to achieve the greatest good for the greatest number. Also this principle advocates that the ends justify the means in other words if a negative action must be used to reach a greater good then its justified (What Is Utilitarianism?, 2014). There are marked differences between the three ethics theories. Unlike deontic or action based theories of morality that focus on the actions a person performs, the virtue theory, aka character ethics focuses on helping people develop good character traits, like kindness and generosity, â€Å"The deontological ethics is grounded in the â€Å"Categorical Imperative,† The Categorical Imperative simply declares, â€Å"Act as if the maxim of thy action  were to become by thy will a universal law of nature.† The Categorical Imperative is very similar to the â€Å"Golden Rule† of Chri stianity, and other religions (â€Å"do unto others as you would have them do unto you†)† (Deontological Ethics, 2014). On the other hand utilitarianism revolves around the concept that the end justifies the means. A personal example I have of utilitarianism being practiced was when my Father was in hospice with terminal throat cancer. He ordered a DNR, do not resuscitate. My family and I did not like his wish but it is what he chose for himself and we all accepted his final wish. Although many feel this is not right to just let someone die without trying to help the person dying the attitude on these decisions is purely determined by the person dying. The utilitarian approach can be selfish in nature because the judgments is strictly that of the person thinking of his own truth in my Fathers case his last dying wish. So depending on what kind of person you are, how you were raised, the environment you live in, your faith, the influences you may have from the social circle you belong to you all these factors could influence your ethics and depending on the situation on hand you may find yourself moving towards one or the other of these ethic theories. Morally or ethically, I would never let my Dad die without making some attempt to resuscitate him but on the other hand I set aside my moral belief and my ethics to allow my Dad his last and final wish. References Boylan, M. (2009). Basic Ethics (2nd ed). Upper Saddle River, NJ: Prentice Hall. Deontological Ethics. (2014, February 17). Retrieved from allaboutphilosophy .org: http://www.allaboutphilosophy.org/deontological-ethics.htm What Is Utilitarianism? (2014, February 17). Retrieved from wisegeek.org: http://www.wisegeek.com/what-is-utilitarianism.htm

Hyundai Motor Company

Background of the Organization Hyundai Motor Company (Hyundai) is the world’s fifth largest automobile company. It is the South Korea based global manufacturer of automobiles, and operates as a unit of Hyundai Motor Group.The company along with its subsidiaries and affiliates is involved in the design, development and manufacturing of passenger cars under the brand names of Equus, Genesis, Genesis Coupe, Azera, Sonata, Elantra, Accent, Getz, i30, i30cw, i20, i10 and recreational vehicles under the brand names of Veracruz/ix55, Santa Fe, Tucson/ix35, ix20, and H-1 and commercial vehicles which include medium and heavy duty automobiles and relevant parts. The company maintains a global production system consisting of manufacturing plants and operational facilities in Korea, the US, China, India, Turkey, Czech Republic, Russia, and Brazil.It maintains a global base of technical research centers in Korea, the US, Germany, Japan, and India. The company market its products in more t han 180 countries through its operational network of 32 overseas production and sales subsidiaries, and more than 6,000 dealers. Hyundai is headquartered in Seoul, South Korea. The company’s strategic intent focuses on maintaining its leading position in the global automotive market. The company recently adopted a new management concept to focus on the development of a global production system with emphasis on emerging markets such as China India, and Brazil.Recently, the company in collaboration with KOICA and PLAN Korea, planned to launch a project related to the development of technical training centre for automobile repair in several African nations. Key Recent Developments of Hyundai Motor Company Nov 21, 2011: Hyundai Joins European Fuel Cell Electric Vehicle Demonstration Program Oct 04, 2011: EU Officials to Drive Fuel-cell Hyundai ix35 Sep 28, 2011: Hyundai to Expand EV Development Sep 06, 2011: Hyundai to Come Out With New Electric Vehicle Brand For China May 31, 20 11: SK Innovation Commences Construction On EV Batteries Facility HistoryChung Ju-Yung as a small engineering and construction company founded the Hyundai in 1947. In 1965 Hyundai began its operations outside South Korea, expanding production to Thailand, Vietnam and Guam. The name Hyundai is a Korean word meaning ‘Modernity’. The Hyundai motor company was founded in 1967. This famous company has been involved in construction, electronics, chemicals, shipbuilding, heavy industry and financial services. The company’s first model was released with the cooperation with Ford motor company, the Cortina in 1968. In 1967, they began exporting to Ecuador and Benelux countries.In 1991, Hyundai successfully developed its own proprietary gasoline engine. Hyundai Motors India Limited was established in 1996 with its production plant in Irrungattukatoi near Chennai, India. In 1998, Hyundai became a world class brand. During 1999, Chung Mong Koo, son of Chung Ju Yung was given leadership of Hyundai Motors. In 2004 a survey by Power and Associates ranked Hyundai the second in initial quality. In 2006 Chung Mong Koo was arrested for embezzlement of 100 billion SKW, and Vice chairman and CEO Kim Dong-Jin took over as head of Hyundai.Philosophy and Objectives of the Organization The Hyundai Motor Company’s Philosophy represents the values and the principles that are the core of the organization. ‘Realize the dream of mankind by creating a new future through ingenious thinking and continuously challenging new frontiers. ’ Core Values Promotes a customer driven corporate culture by providing the best quality and impeccable service with all values centered on their customers. Embrace every opportunity as greater challenges and achieve the goals with unwavering passion and ingenious thinking.Creates synergy through a sense of togetherness that is fostered by mutual communication and cooperation within the company and with their business partn ers. They believe the future of the organization lies in the hearts capabilities of individual members, and will help them develop their potential by creating a corporate culture that respects talent. Respects the diversity of cultures and customs, aspire to be the world’s best at what we do, and strive to become a respected global corporate citizen.

Creative Save the Earth essays

Creative Save the Earth essays I was just sitting outside the Latrobe University Agora quietly doing some reading completely immersed in my pages, that no noise or chit chatting invaded my being or anything had the strength to take my attention. I was deep into the history pages preparing for my next days History tutorial and written assignment. I was in that rare superb stage of concentration that is like a time travel to another time and space. All is silent as you weave through the past, and observe history moving ahead, mesmerised at the times of advancement in civilization or times of downfall, when something like a cold wind or invisible presence moved, and I lifted my head up. Students seemed to be passing bye chatting, but I hardly looked at them, instead I immersed my self in the sign, Save the Earth and it took by whole attention. This sudden change came over me as if the world, this earth and science struck a cord in my being and was asking me for some help. Save the sciences, save the earth, save educa tion, save enlightenment, all these thoughts came in a rush into my mind. Money, money is needed, but could a will and inspiration give us the power to keep earth sciences and other studies not be axed? Forever we shall not live to wilt power over the weak, but surely, we can have a better world with knowledge. Can we ever have the possibility again to have free education, and not having to buy it, or beg for it or force it? It seems education has been becoming elitist, but elitist educations is found more in the poorer countries of the world where survival is the priority of the masses and education for the elite class. Moreover, we seem to treat education more as a trading commodity as times go on, and only the majority will suffer most from our educational lapses with a sad world becoming smaller, and I mean a world of smaller men or humans. I saw the sign of save the earth and its science, but I saw also the dedicated young studen ...

Los 10 mejores países para emigrar

Los 10 mejores paà ­ses para emigrar Estos son 10 paà ­ses que deben ser considerados a la hora de emigrar, bien porque admiten a muchos emigrantes o por sus facilidades o porque brindan programas interesantes. Los paà ­ses se listan por orden alfabà ©tico, pero cada uno brinda puntos a favor y otros en contra, por lo que cada persona deber valorarlos en su conjunto y ver lo que mejor se ajusta a sus intereses y realidades. Australia Australia tiene un triple sistema para admitir emigrantes: peticiones familiares, razones humanitarias o por trabajo. Esto à ºltimo es lo que se conoce como Skilled Stream. La emigracià ³n a Australia por razones laborales puede ser con una visa temporal, en cuyo caso siempre se necesita un patrocinador o puede ser con una tarjeta de residencia permanente, en cuyo caso se admiten varias posibilidades: patrocinio de empresa o de una regià ³n australiana o incluso sin necesidad de patrocinio en lo que se conoce como Skilled Independent Visa.   En la actualidad es frecuente que se obtenga primero una visa temporal y que à ©sta sirva de trampolà ­n para sacar ms tarde una permanente. Asimismo, en la actualidad los campos laborales a los que pertenecen la mayorà ­a de los emigrantes temporales y permanentes que son admitidos en Australia son IT, ingenierà ­a, contabilidad, enfermerà ­a, medicina y educacià ³n. Canad El gobierno federal tiene 3 programas para aprobar la residencia permanente a emigrantes con habilidades especiales. Son el FSTP, el FSWP y el CEC. Es un sistema basado en puntos en el que que se tienen en consideracià ³n factores como la edad de los candidatos, sus conocimientos de los idiomas inglà ©s y/o francà ©s, su experiencia laboral y el nivel de estudios. En la actualidad para aplicar se debe solicitar a travà ©s del Sistema Exprà ©s.   Adems, Canad tambià ©n brinda la oportunidad de emigrar temporalmente a travà ©s de dos programas. En primer lugar el TFWP, que requiere de una oferta laboral por parte de una empresa canadiense, y en segundo lugar el IMP, que est regulado por acuerdos internacionales. Adems, las provincias de Canad regulan sus propias posibilidades para emigrar. Canad tambià ©n brinda la posibilidad de obtener una visa para crear una start-up.  Para ello es necesario obtener una inversià ³n mà ­nima de 200 mil dà ³lares canadienses si el inversor es un fondo designado de capital venture o de 75 mil, si proviene de un grupo de angel investors. Por otro lado, el gobierno federal ya no mantiene el programa pasado de visa por inversià ³n. Sin embargo, la provincia de Quebec sà ­ que lo mantiene. Finalmente, otro punto a favor de Canad es que los trmites para la residencia permanente se demoran, en un 80 por ciento de los casos, menos de 6 meses. Bà ©lgica Este pequeà ±o paà ­s amerita ser destacado en esta lista porque permite obtener una visa temporal para buscar empleo en el paà ­s para personas con un alto grado de especializacià ³n aplicando por lo que se conoce como Blue Card, lo cual es un hecho altamente infrecuente. Destacar que 3 centros distintos gestionan estas visas, segà ºn se busque en la parte de habla francesa, en la flamenca o en Bruselas. Chile Sà ³lo el 2 por ciento de la poblacià ³n chilena nacià ³ en otro paà ­s. Sin embargo es un destino atrayente para las personas interesadas en crear una start-up. Cada aà ±o se celebran tres competiciones y en cada una de ellas se da visa a 100 empresarios, adems de capital y acceso a redes y programas de mentores.   Desde que se creà ³ el programa han emigrado a Chile casi 1000 empresarios de ms de 35 paà ­ses. Dinamarca Este paà ­s que forma parte de la Unià ³n Europea brinda a un mximo de 50 personas por aà ±o la posibilidad de emigrar para fundar una start-up. A pesar de que es un nà ºmero muy pequeà ±o se incluye Dinamarca en este artà ­culo porque sus condiciones son atractivas, ya que no exige inversià ³n mà ­nima, tan sà ³lo que el fundador tenga capacidad para sostenerse. Adems, abre las puertas a aceleradores, fondos de inversià ³n y centros de investigacià ³n daneses. Las peticiones, que deben ser aprobadas por un panel de expertos, deben ser escalables y relacionadas con la tecnologà ­a, teniendo preferencia las de los sectores de Ciencias, ICT (tecnologà ­as de la comunicacià ³n e informacià ³n) y energà ­as limpias y sostenibles. Estados Unidos Cada aà ±o fiscal Estados Unidos aprueba aproximadamente 1 millà ³n de nuevas tarjetas de residencia. Sin embargo, la mayorà ­a de ellas se obtienen por una peticià ³n por parte de un familiar, el cual puede ser un ciudadano americano o un residente permanente legal. Si bien hay otras formas de obtener la codiciada green card. Adems, Estados Unidos mantiene un sistema complejo de distintas categorà ­as de visas de trabajo temporal tanto para personas altamente capacitadas como para migrantes para trabajos donde no se requiere especialidad. Asimismo, el programa de visa de intercambio J-1 permite trabajar en situaciones muy diversas, como por ejemplo, mà ©dico, nià ±era, maestro, prcticas para egresados, staff de campamento de verano, etc. Nueva Zelanda El 20 por ciento de la poblacià ³n de este paà ­s nacià ³ en otro lo que muestra la importancia de la emigracià ³n en Nueva Zelanda. Se brinda varias posibilidades para emigrar, incluidos 3 programas por inversià ³n a partir de 100 dà ³lares locales (aproximadamente $55,000 dà ³lares americanos). Tambià ©n se pueden obtener visas o residencias permanentes por trabajo, particularmente en profesiones en los que siempre hay demanda en Nueva Zelanda, como se muestran en las listas oficiales para empleos con deficiencia de personas que pueden optar al trabajo de manera inmediata o a largo plazo. Programas en Europa para atraer empresarios para crear start ups Existen varios programas para atraer a empresarios no comunitarios entre los que destacan el French Ticket, en Francia, el STEP de Irlanda, el UK Entrepreneur Visas en Reino Unido, el Start-up visa de Italia, que requiere una inversià ³n mà ­nima de 50 mil euros, el Star-up de Holanda, que permite en una de sus modalidades el autoempleo, la Ley de Emprendedores de Espaà ±a. Tarjeta Azul Europea Tambià ©n conocida como EU Blue Card y es el equivalente europeo a la green card de Estados Unidos en muchos aspectos. La pueden solicitar personas con un alto grado de especializacià ³n y que no son nacionales de los paà ­ses de la Unià ³n Europea. Los siguientes paà ­ses pueden emitir la Blue Card: Austria, Bà ©lgica, Bulgaria, Croacia, Eslovaquia, Espaà ±a, Estonia, Finlandia, Francia, Grecia, Holanda, Hungrà ­a, Italia, Letonia, Lituania, Luxemburgo, Malta, Polonia, Portugal, Repà ºblica Checa, Rumanà ­a y Suecia. Uruguay A este paà ­s sudamericano es fcil emigrar, ya que al ingresar no piden billete de regreso ni mà ­nimo de dinero. Una vez dentro es posible regularizar fcilmente la situacià ³n solicitando una cà ©dula provisional, la cual permite buscar trabajo durante un aà ±o. Entre los documentos que se necesitarn est el de certificado de nacimiento, historial de penales y los tà ­tulos acadà ©micos, los cuales deben tener la apostilla de La Haya. Si bien es cierto que emigrar a Uruguay no es complicado deben tenerse en cuenta ciertos factores antes de mudarse al paà ­s, como es el hecho de que los salarios son bajos y el nivel de vida es caro. Este es un artà ­culo informativo. No es asesorà ­a legal.

Battle of Belleau Wood in World War I

Battle of Belleau Wood in World War I Part of the 1918 German Spring Offensives, the Battle of Belleau Wood took place between June 1-26 during World War I (1914 to 1918). Fought predominantly by US Marines, victory was achieved after twenty-six days of combat. The main German attack was repulsed on June 4 and US forces began offensive operations on June 6. The battle halted the German Aisne offensive and launched a counterattack in the area. Fighting in the forest was particularly fierce, with the Marines attacking the wood six times before it was finally secured. German Spring Offensives In early 1918, the German government, freed from fighting a two-front war by the Treaty of Brest-Litovsk, chose to launch a massive offensive on the Western Front. This decision was largely motivated by a desire to end the war before the full strength of the United States could be brought into the conflict. Beginning on March 21, the Germans attacked the British Third and Fifth Armies with the goal of splitting the British and French and driving the former into the sea (Map). After driving the British back after making some initial gains, the advance stalled and was ultimately halted at  Villers-Bretonneux. As a result of the crisis caused by the German attack, Marshal Ferdinand Foch was appointed Supreme Commander of the Allied Armies and tasked with coordinating all operations in France. An assault to the north around Lys, dubbed Operation Georgette, met a similar fate in April. To aid these offensives a third attack, Operation  Blà ¼cher–Yorck, was planned for late May in Aisne between Soissons and Rheims (Map). Aisne Offensive Beginning on May 27, German storm troopers broke through the French lines in Aisne. Striking in an area that lacked substantial defenses and reserves, the Germans forced the French Sixth Army into a full retreat. During the first three days of the offensive, the Germans captured 50,000 Allied soldiers and 800 guns. Moving quickly, the Germans advanced to the Marne River and were intent on pressing on to Paris. At the Marne, they were blocked by American troops at Chateau-Thierry and Belleau Wood. The Germans attempted to take Chateau-Thierry but were stopped by US Army forces centered around the 3rd Division on June 2. 2nd Division Arrives On June 1, the Major General Omar Bundys 2nd Division took up positions south of Belleau Wood near Lucy-le-Bocage with its line extending south opposite Vaux. A composite division, the 2nd consisted of Brigadier General Edward M. Lewis 3rd Infantry Brigade (9th 23rd Infantry Regiments) and Brigadier General James Harbords 4th Marine Brigade (5th 6th Marine Regiments). In addition to their infantry regiments, each brigade possessed a machine gun battalion. While Harbords Marines assumed a position near Belleau Wood, Lewis men held a line to the south below the Paris-Metz Road. As the Marines dug in, a French officer suggested that they withdrawal. To this Captain Lloyd Williams of the 5th Marines famously replied, Retreat? Hell, we just got here. Two days later elements of the German 347th Division from Army Group Crown Prince occupied the forest. With their attack at Chateau-Thierry stalling, the Germans launched a major assault on June 4. Supported by machine guns and artillery, the Marines were able to hold, effectively ending the German offensive in Aisne. Marines Move Forward The following day, the commander of the French XXI Corps ordered Harbords 4th Marine Brigade to retake Belleau Wood. On the morning of June 6, the Marines advanced, capturing Hill 142 to the west of the wood with support from the French 167th Division (Map). Twelve hours later, they frontally assaulted the forest itself. To do so, the Marines had to cross a wheat field under heavy German machine gun fire. With his men pinned down, Gunnery Sergeant Dan Daly called Come on ya sons-of-bitches, ya want to live forever? and got them on the move again. When night fell, only a small section of forest had been captured. In addition to Hill 142 and the assault on the woods, the 2nd Battalion, 6th Marines attacked into Bouresches to the east. After taking most of the village, the Marines were forced to dig in against German counterattacks. All reinforcements trying to reach Bouresches had to cross a large open area and were subjected to heavy German fire. When night fell, the Marines had suffered 1,087 casualties making it the bloodiest day in the Corps history to date. Clearing the Forest On June 11, following a heavy artillery bombardment, the Marines pressed hard into Belleau Wood, capturing the southern two-thirds. Two days later, the Germans assaulted Bouresches after a massive gas attack and almost retook the village. With the Marines stretched thin, the 23rd Infantry extended its line and took over the defense of Bouresches. On the 16th, citing exhaustion, Harbord requested that some of the Marines be relieved. His request was granted and three battalions of the 7th Infantry (3rd Division) moved into the forest. After five days of fruitless fighting, the Marines retook their position in the line. On June 23, the Marines launched a major attack into the forest but were unable to gain ground. Suffering staggering losses, they required over two hundred ambulances to carry the wounded. Two days later, Belleau Wood was subjected to a fourteen-hour bombardment by French artillery. Attacking in the wake of the artillery, US forces were finally able to completely clear the forest (Map). On June 26, after defeating some early morning German counterattacks, Major Maurice Shearer was finally able to send the signal, Woods now entirely -US Marine Corps. Aftermath In the fighting around Belleau Wood, American forces suffered 1,811 killed and 7,966 wounded and missing. German casualties are unknown though 1,600 were captured. The Battle of Belleau Wood and the Battle of Chateau-Thierry showed the United States allies that it was fully committed fighting the war and was willing to do whatever was required to achieve victory. The commander of the American Expeditionary Forces, General John J. Pershing,  commented after the battle that The deadliest weapon in the world is a United States Marine and his rifle.  In recognition of their tenacious fighting and victory, the French awarded citations to those units that participated in the battle and renamed Belleau Wood Bois de la Brigade Marine.   Belleau Wood also showed the Marine Corps flare for publicity. While the fighting was still going on, the Marines routinely circumvented the American Expeditionary Forces publicity offices to have their story told, while those of Army units engaged were ignored. Following the Battle of Belleau Wood, Marines began being referred to as Devil Dogs. While many believed that this term was coined by the Germans, its actual origins are unclear. It is known that the Germans highly respected the Marines fighting ability and classified them as elite storm troopers.

Service Management Essay Example | Topics and Well Written Essays - 250 words - 1

Service Management - Essay Example Queues that have the highest number of customers deal with depositing, withdrawing, or payment of bills. The customers on any given queue wait for the same service or differ slightly (Vohra 2006). Service primarily refers to the activity the customers’ line for. Service delivery from the tellers differs as some of them specialize on one task while others multitask. The service feature is, therefore, determined by the design of the servicing system and service distribution. Service distribution defines the number of customers that the teller serves in a given period. The number of tellers/servers refers to the staff that is employed to respond to the queue. The size of the queue is by large determined by the number of tellers that are on duty (Vohra 2006). The most important level for measurement in service management in the bank queues is the mean time that any customer waits before being served. The measurement will help determine if the customers are satisfied with the service. The measurement will also help the bank to determine if it needs to hire additional

Marketing Strategies Coursework Example | Topics and Well Written Essays - 10000 words

Marketing Strategies - Coursework Example Internet selling through websites and portals has broken all limits and definition of a domiciled corporation. Now corporations are not only selling to foreign nationals over the internet but are also actually relocating their production facilities in search of overseas markets. Since 1990s the concept of globalization has brought in revolution in the manner we trade internationally. Retailing is the nearest link to the consumer and has a direct role in accessing various products and services to the final consumer. If the menu of products and services offered to the customer is wide enough to be exhaustive and is offered at competitive prices in convenience settings then the retailer has achieved a major part of his marketing strategy objective. However marketing strategy is not just limited to reaching the consumers their preferred goods and services at a competitive rate; the obverse side of the marketing strategy coin has a distinct profit objective translated in the form of product specific margins at marketing strategy level and which goes on to merge in the overall accounting profit for the retailer once entire operations are counted in. All other objectives are subservient to this objective. In pursuance of this objective a retailer has to reckon in the entire line of distribution that precedes the arrival of products in his store and manage logistics so as to ensure ready availability of all products and services. As some researchers on retailing opine "While coping with the short-term uncertainties, retailers should set their sights on long term prospects to prepare themselves for the opportunities and challenges aheadThe three attributes that mainly rule the retail market are consumer, technology and innovation. It is the prime responsibility of retailers to understand, anticipate and cater to the needs of the consumersThe supply from the retailer should always be according to the demand and expectations of the consumers. Like in Japan, retailers have reacted to rapidly ageing population by offering more products that target middle-aged consumers. Departmental stores, which used to cater exclusively to youths and adults, now carry more products such as body odor-suppressing dress shirts for middle-aged men and conservation fashions for middle-aged women"(Verma,2003) As has been pointed out above globalization has touched most asp ects of business and trade and retailing is no exception. "With the globalization of markets and the growth of competition on a global scale, companies are increasingly expanding the geographic scope of their operations, setting up or acquiring companies in other countries, or entering into alliances across national boundaries. At the same time, with the spread of global and regional media, the development of international retailing, and the movement of people, goods, and organizations across national borders, markets are becoming more integrated. As a result, firms need to pay greater attention to coordinating and integrating their marketing strategy across markets". (Douglas & Craig, 1999). The link between international retailing and globalization has been brought about in clarity by the following statement:" Much

Experimentation, Research and Consent (slp5C) Essay

Experimentation, Research and Consent (slp5C) - Essay Example They should agree on what and what should not happen to them. Research should as much as possible avoid any harm on the subjects while maximizing its benefits and minimizing any possible harms. A risk/benefit assessment should be carried out before the experiment can be conducted. Benefits may have to be foregone due to possible harms. Subjects should not be harmed no matter the benefits it may bring to others, for example, in the treatment of child disease where the subjects may not benefit directly from the research (McNeill, 1993). Justice should be accorded to the participants. Participation should be allowed for anyone who can benefit from the research and they should not be denied the benefits. Benefits should be distributed fairly according to individual contribution, merit, and role during the research. People should not be selected due to their compromised, availability and manipulated situations example prisoners, ethnic minorities, or patients. If public funds are involved, the benefits should go to all people and not only to those who can afford them (McNeill,

Performance within Community by BMW Group Research Paper - 2

Performance within Community by BMW Group - Research Paper Example BMW Group was founded in 1917. Its chief operations were entitled to the production of an engine for airlines. In 1923 the company first produced motorcycle and in 1928 with the acquisition of â€Å"Eisenach Car Production†, they developed a new market. The company was involved in the production of airplane engine along with other car activities during the Second World War. After this period the company has been recorded to witness continuous growth. In 1951 they first entered the luxurious automobile division and launched BMW 501 (Ploen and Olesen 2010). Another model with a V8 engine, the 502 was one of the best creations of BMW. From 1954 onwards numerous versions were available but the sale was not sufficient to reach their profits. Despite facing financial problems they opted to build sports versions of 502 in 1954 (BMW n.d.) After realizing the great potential in the car manufacturing industry, BMW solely focused on manufacturing cars in different innovative designs. Per petually, the acquisition of Robert Group was initiated by the company with an expectation for its development which resulted in great failure. Again in 2003, the company acquired Rolls-Royce and extended their brand portfolio. Presently, BMW has become a house of brands comprising of BMW, Rolls-Royce, and Mini (Ploen and Olesen 2010). BMW was listed at the top of the Dow Jones Sustainability Group Index (DJSGI) in the year 1999 and 2000, as the world’s leading automobile industry in sustainable development. The increase in the value of companies as recorded on the DJSGI clearly surpassed the Dow Jones Global Index. At the same time in 2000, the value in the C-DAX Automobile Index was decreased by 21 percent and the share price of BMW was raised by 13.4 percent in the same period (BMW Groups 2002). Most of the roads of the world are populated by BMW with its firmly engineered and reliable cars. In spite of these two aspects, BMW is also known for its car with high performance as it is built based on production vehicles. They have provided their best efforts for highest-performance road cars (Cohen 1996). 2.2. Role of Business towards Community BMW possess various goals and objective towards the community. They are involved in increasing the road safety, creating awareness among people, opposing the violence in the community, fighting against HIV/AIDS, developing educational projects related to schools as well as kindergarten, creating mutual trust within the communities (BMW Group 2008). BMW encourages the exchange of ideas along with the understanding of intercultural aspects by applying a variety of cultural initiatives. For the BMW Group, cultural engagement has been an integral part of the corporate communications activities for more than 30 years.

Business five Essay Example | Topics and Well Written Essays - 500 words

Business five - Essay Example My insurance firm ensured that it has the license of operation renewed every month to avoid any hiccups with the authorities. The company also has a personal lawyer with whom we liaise with to understand better what we are and not supposed to carry out in the firm. The social context of the organization is also very stable. This is seen by the numerous funds that we offer to the less fortunate through corporate events. Moreover, we show social responsibility by employing locals. The economic environment of the organization happens to run very smoothly. The amount of money brought back to the company as profit continues rising with each passing year. The interest rates thus go down and an increase in clients is in line (Adams, 2008). The managerial condition of the organization is close to perfect. This as I run the organization with strict rules which if not followed could lead to the person indicted getting a penalty that subsequently may ruin any chance of promotion. The operational condition is in the same manner and I ensure that I delegate the right responsibilities to the capable persons. With this, there is assurance that all operations will run smoothly. After the last board meeting, the organization’s major shareholders settled down on the running of a very diverse and critical project. Due to my steadfastness in the job, I was delegated the task of managing the project and giving them feedback. The project was market diversification by marketing the organization to other regions. The person most suitable or best acquainted with the respective area manages this and similar projects. Time management is one of the major factors to observe in the organization. Due to this, I ensure that all the respective parties for various activities complete their jobs in a timely manner. On my side, when I am given a project to oversee, I ensure I set up a time table that I divide to various section

How important were Hadrians trips around the Empire in establishing Essay

How important were Hadrians trips around the Empire in establishing his policies of consolidation - Essay Example pulations and territories in it, Hadrian’s trips became the turning point and the crucial element of the successful consolidation: Hadrian’s trips did not simply bring the territories and populations back to the political and social order, but under Hadrian’s leadership, the territories that had been separated before became one, cohesive and increasingly effective mechanism of the imperial domination. That the years of Hadrian’s political ruling were not easy is difficult to deny: Hadrian was met with the utmost displeasure on the side of other political leaders and the public itself. Hadrian had to abandon many territories and provinces won by Trajan and destroyed the theatre which Trajan had created in the Campus Martius (Anonymous 1921, P29). As the time passed, Hadrian was no longer capable of enduring the pressure of his political opponents and had to devise a strategy that would consolidate the empire and would, simultaneously, strengthen his political position. In the situation Hadrian was in, he did not see the way to consolidate the empire other than to set out on a trip across the imperial possessions. The fact is that Hadrian led his people not by violence but by dignity (Cassius Dio 1925, P437). Although â€Å"the Alexandrians had been rioting, and nothing would make them stop until they received a letter from Hadrian rebuking them, so true is it that an emper or’s word will have more force than arms† (Cassius Dio 1925, P441). Hadrian’s trips highlighted the turning point in the political and territorial development of the Empire: they put an end to the existing conflicts and began the new era of consolidation under Hadrian. Campania was the first on Hadrian’s way to consolidation. There, Hadrian aided the region by giving them gifts and benefactions (Anonymous 1921, P31). The role of Hadrian’s traveling to Campania is difficult to underestimate. He was able to choose and attach the most prominent men to his train of friends (Anonymous

Business five Essay Example | Topics and Well Written Essays - 500 words

Business five - Essay Example My insurance firm ensured that it has the license of operation renewed every month to avoid any hiccups with the authorities. The company also has a personal lawyer with whom we liaise with to understand better what we are and not supposed to carry out in the firm. The social context of the organization is also very stable. This is seen by the numerous funds that we offer to the less fortunate through corporate events. Moreover, we show social responsibility by employing locals. The economic environment of the organization happens to run very smoothly. The amount of money brought back to the company as profit continues rising with each passing year. The interest rates thus go down and an increase in clients is in line (Adams, 2008). The managerial condition of the organization is close to perfect. This as I run the organization with strict rules which if not followed could lead to the person indicted getting a penalty that subsequently may ruin any chance of promotion. The operational condition is in the same manner and I ensure that I delegate the right responsibilities to the capable persons. With this, there is assurance that all operations will run smoothly. After the last board meeting, the organization’s major shareholders settled down on the running of a very diverse and critical project. Due to my steadfastness in the job, I was delegated the task of managing the project and giving them feedback. The project was market diversification by marketing the organization to other regions. The person most suitable or best acquainted with the respective area manages this and similar projects. Time management is one of the major factors to observe in the organization. Due to this, I ensure that all the respective parties for various activities complete their jobs in a timely manner. On my side, when I am given a project to oversee, I ensure I set up a time table that I divide to various section

Sexual Harassment in the workplace Research Paper

Sexual Harassment in the workplace - Research Paper Example The key terminologies essential when tackling such a topic include; Sexism-This can be described as an attitude based perception about a person of different sex. For instance, a man thinking that a woman is weak and emotional or a woman thinking that a man is a chauvinist. Sex discrimination-This is manifested in the scenario where an employee tend to be treated differently at the work place because of their sex. Quid Pro Quo-This when decision on employing somebody are based on whether they agree to accept fulfilling sexual demands or not. Sexual harassment in the workstation can have severe influences for both the workers who have experienced it secondhand and the harassed person. The impact of sexual harassment to an employee can be numerous and disastrous. Areas, which have drawn interest of researches in the recent past, are whether sexual harassment is on the rise at work places or other new ways of harassment have emerged. This is based on the fact that, the surges in technolo gy use and harassment from same sex persons have been reported in the recent past. It is of equal importance to note that sexual harassment is not limited to a singular profession but the vice cuts across all career stations (Boland 34-35). Recent statistics by EEOP (Equal Employment Opportunity Commission) divulge more information about the complaints. It has been noted that most of the sexual harassment occurrences largely go unreported. However, according to EEOC, one fact observation that was evident is the increase of cases reported in the last decade. This brings in a paradox since more stringent regulations have been put in place to inhibit occurrences of sexual harassment at work. In the last decade, over 20,000 accounts have been filed. Under the cases filed, majority of cases reported were from the female sex (Gai, 2009). In the year 2008, Louis Harris and Associates conducted a telephone poll on 782 workers of the United States. It came up with the statistics that 31 perc ent among female workers admitted to having reported sexual harassment at work. Only 7 percent of their male counterparts reported the same. A significant percentage of 62 percent of those targeted did not take any action. Out of the respondents, 100 percent female reported that the person harassing them was a man while 59 percent of men reported that their harasser was a woman. Subsequently, 41 percent of the male reported that their harasser was a fellow man. Additional statistics records that 43 percent of women who reported experienced harassment from the supervisor, 27 percent from senior employees, 19 percent workers of same level while 8 percent had faced harassment from junior employees (Boland 53). Combating sex harassment at work is a big challenge. This is necessitated by the fact that establishing its causes can be complex. These causes can be social, psychological or political. Owing to the fact that some work relationships such as acting in most cases turn out to be in timate and intense, establishing sexual harassment in such scenarios can be very complex. The other aspect is that in most instances, employees are required to depend on one another in order to maximize productivity. How this should go has no clear guidelines. Making the situation trickier is that some positions at work such as that of the supervisor involves working closely with your team for results to be achieved. However, being accustomed to these close working relations may create

The influence of airline service quality on passenger satisfaction and loyalty Essay Example for Free

The influence of airline service quality on passenger satisfaction and loyalty Essay The current issue and full text archive of this journal is available at www.emeraldinsight.com/1754-2731.htm TQM 25,5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School, Kampala, Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. Design/methodology/approach – The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data were analyzed using statistical package for social sciences 16, were w2 was used to test the hypothesis and regression analysis was performed to examine the relationships between variables. Findings – Findings indicated that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Originality/value – It was recommended that airline management should consider developing various strategies for  improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level. Keywords Customer loyalty, Customer satisfaction, Airline service quality, Competitiveness, Airlines, Uganda Paper type Research paper The TQM Journal Vol. 25 No. 5, 2013 pp. 520-532 r Emerald Group Publishing Limited 1754-2731 DOI 10.1108/TQM-11-2012-0092 Introduction Nowadays the airline industry is characterized by heavy regulations which limit airlines’ room for maneuvering and accessing global markets compared to other industries which have paved ways for companies to transform into global players. This has prevented airlines from becoming truly global businesses by impeding crossborder merger and acquisition activities (Hanlon, 2007). To overcome the restrictions imposed by this nationality rule, airlines formed global alliances as a means to secure some of the benefits of a larger size and scope offer. Three major alliances namely Star Alliance, Oneworld and Sky Team now dominate the competitive landscape (Doganis, 2006). Airlines furthermore have to cope with marginal profitability (Hanlon, 2007). Therefore the delivery of high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure (Ostrowski et al., 1993). Moreover airline passengers can experience many service encounters with front-line employees as well as in-flight attendants, this is called â€Å"moment of truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations over a number of quality attributes (Gronroos, 2000) hence there is need to examine the influence of airline service quality on passenger  satisfaction and loyalty because customer satisfaction holds a significant importance in corporate sector. The airline industry in Uganda Uganda is a landlocked country, air transport is therefore of strategic importance to the nation as it guarantees an alternative gateway to the rest of the world. It provides the most efficient and quickest transport means to Uganda and from the country to the rest of the world. The development of a safe, efficient and reliable air transport industry is thus among government’s priority programmes and Uganda’s geographical location in the heart of Africa gives Entebbe International Airport greater advantage for hub and spoke operations in especially the great lakes region (Uganda Civil Aviation Authority, 2012). Uganda’s official national carrier Uganda Airlines was liquidated in May 2001 after 24 years of operations. Attempts were made by the Ugandan Government to privatize the company, however, all interested parties which included British Airways and South African Airways pulled out leading to the carrier’s demise (Centre for Aviation, 2012). Problem sta tement Excellent passenger satisfaction is one of the greatest assets for air businesses in today’s competitive environment, the on board experience is still something special for the customer, if the passenger is not satisfied with the quality of service, they will reconsider the buying decision for further flights and will probably switch to another airline (Archana and Subha, 2012). The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality is essential for airlines’ survival and competitiveness (Archana and Subha, 2012). A number of studies examining the effect of airline service quality on passenger satisfaction have been carried out in other countries, for example, Archana and Subha (2012) carried out such study in India, Huang (2009) in Taiwan, Munusamy et al. (2011) Malaysia, Ahadmotlaghi and Pawar (2012) India and Mohsan et al. (2011) in Pakistan and none of such s tudy has been carried out in Uganda’s airline industry which is a great motivation for this study. General objective The general objective was to examine the influence of airline service quality on passenger satisfaction and loyalty. Specific objectives (1) to analyze the effect of pre-flight service quality on passenger satisfaction; (2) (3) (4) to examine the effect of in-flight service quality on passenger satisfaction; to analyze the effect of post-flight service quality on passenger satisfaction; and to assess whether passenger satisfaction has a significant effect on passenger loyalty. Literature review and hypotheses The aviation sector The aviation sector has become the most important segment in the economic development of a nation. It plays a vital role in moving people or products from one place to another, be it domestic or international, especially when the distances involved are far. In a highly competitive environment the provision of high quality services to passengers is the core competitive advantage for an airline’s profitability and sustained growth. Since the air transportation market has become more Airline service quality 521 TQM 25,5 522 challenging, many airlines have turned to focus on airline service quality to increase service satisfaction since service quality conditions influences a firm’s competitive advantage by retaining customer patronage and with this comes market share (Archana and Subha, 2012). Therefore delivering quality airline services to passengers is essential for airline survival, since passengers are becoming increasingly sensitive to quality. Definitions of service quality, customer satisfaction, customer loyalty Service quality can be defined as a consumer’s overall impression of the efficiency of the organization and its services (Park et al., 2004) or as a chain of services in which the entire service delivery is divided into a series of processes (Chen and Chang, 2005). Most definitions of service quality depend on the context and therefore focus on meeting the customers’ needs and requirements and how well the service delivered matches the customers’ expectations of it. In the airline industry, service quality is composed of various interactions between customers and airlines with employees seeking to influence customers’ perceptions and the image of the carriers (Gursoy et al., 2005). Though price is increasingly used as the primary way to attract customers; some airlines are looking more to service quality to get a competitive edge by distinguishing their products because competitors are relatively efficient in responding to price changes ( Jones and Sasser, 1995). These airlines’ competitive advantage lies in their service quality as perceived by customers (Chang and Yeh, 2002). Therefore ensuring quality service is the key for survival of all businesses/industries dealing in service offerings airlines inclusive. Oliver (1981) defined satisfaction as â€Å"a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations†. While Hansemark and Albinson (2004) defined it as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive regarding the fulfilment of some needs, goals or desire. The definition provided by Oliver (1981) has been used for  this study. Therefore it is very important to satisfy customers because nowadays most of them have exposure to a variety of information, they are more familiar with the present trends in technology, very well educated and more demanding in the products and services they require. Customer loyalty can be defined as â€Å"a deeply held commitment to re-buy or re patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand purchasing despite situational influences and marketing efforts having the potential to cause switching behavior† (Oliver, 1997). Chin (2002) stated that an attractive frequent flier program (FFP) could actually contribute to increased loyalty from the repeat business of an increased number of customers and numerous studies have revealed that customer satisfaction positively affects loyalty (Mohsan et al., 2011; Fornell, 1992; Anderson and Jacobsen, 2000). Therefore airline companies need to review and re-examine their strategies in order to sustain customer loyalty. Effect of pre-flight service quality on passenger satisfaction In order to achieve customer satisfaction, organizations must be able to build and maintain long-lasting relationships with customers through satisfying various customer needs and demands which resultantly motivates them to continue to do business with the organization on an on -going basis (LaBarbera and Mazursky, 1983). Therefore it is presumed that pre-flight service quality has a significant effect on passenger satisfaction, thus: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. Effect of in-flight service quality on passenger satisfaction Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Airline passengers may experience many service encounters with in-flight attendants, this is called â€Å"moment of  truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations, over a number of quality attributes (Gronroos, 2000) since most services are intangible. Thus because of this intangibility, most companies find it difficult to understand how customers perceive their services. Therefore in-flight attendants should focus on tangibles by communicating to the customers the features of the service being provided. Thus it is presumed that in-flight service quality has a significant effect on passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. Effect of post-flight service quality on passenger satisfaction An after-sales service constitutes a means to uncover extra customer needs and a strategic driver for customer retention. Oliver (1997) demonstrated that extremely satisfied customers are much more likely to remain loyal to firm than those who are merely satisfied. Hence it is presumed that post-flight service quality has a significant effect on passenger satisfaction: H3. Post-flight service quality has a positive significant effect on passenger satisfaction. Effect of passenger satisfaction on passenger loyalty A study by Mohsan et al. (2011) revealed that customer satisfaction was positively correlated with customer loyalty. It further stressed that, there was need for airline companies to always look into the needs and demands of their customers in order to survive and compete successfully in today’s dynamic corporate environment. While Fornell (1992) found that high customer satisfaction would result in increased loyalty for the firm and that customers would be less prone to overtures from competition. Thus the underlying assumption is that passenger satisfaction is positively associated with passenger loyalty: H4. Passenger satisfaction has a positive effect on passenger loyalty. Conceptual framework It gives a more detailed insight on the variables that influence passenger  satisfaction and loyalty in the airline industry based on pre-flight service quality, in-flight service quality and post-flight service quality. The variables were developed from the extensive review of literature related to the study (Figure 1). 523 TQM 25,5 524 Figure 1. Airline service quality Pre-flight Service †¢ Reliability †¢ Responsiveness †¢ Discounts In-flight Service Quality †¢ Tangibles †¢ Courtesy †¢ Language skills H1 Passenger Satisfaction H2 H4 Passenger Loyalty Post -flight Service Quality †¢ Frequent flyer programs †¢ Timeliness H3 Pre-flight service quality Quality of service is very important in ensuring customer satisfaction because frequency of bad experiences will impact a customer’s perception on the company (Munusamy et al., 2011). For example, if customers receive rude services from the same airline consistently they will be dissatisfied with the services and eventually, these customers might decide to take their businesses elsewhere. Therefore in this study, it is anticipated that pre-flight service quality (such as reliability of airline web site, discount offers, responsiveness to emergency situations like cancelled flights and baggage allowance have an influence on passenger satisfaction and loyalty). In-flight service quality In a study by Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Therefore in order to develop a good customer service, the in-flight crew should put emphasis on tangible cues in order to create a strong organizational image. Hence it is suggested that in-flight services such as (safety percussions, seat comfort, quality of food, in-flight entertainment services, language skills and courtesy of in-flight crew) affect customer satisfaction. Post-flight service quality Post-flight services like offering FFP, promptness of baggage delivery and retrieval are regarded as important factors that have an impact on establishing good relationships with customers which eventually influence satisfaction and loyalty. In order to survive and grow, airlines regardless of place of operation, have to be both internationally competitive and must continuously improve all aspects of their operations (Doganis, 2006). Research methodology Research paradigm Positivist paradigm was adopted because it relies mainly on statistical and quantitative estimations to arrive at a conclusion. Population and unit of analysis The population was made up of 13,558 passengers based on Uganda’s international seat capacity per week by carrier for the selected airlines between 28 November 2011 and 4 December 2011 (Centre for Aviation, 2012). It comprised of international passengers who had at least travelled once in the last 12 months with the selected airlines operating at Entebbe International Airport. This meant that the participants had a clear view about airlines’ services. These airlines included: Air Uganda, Precision air, Kenya airways, Rwanda air and Fly 540. In order to ensure fairness and accuracy of the study, airlines registered within East Africa were chosen. Compared to other regions in Africa, East Africa forms a relatively homogeneous group of countries in many respects. This homogeneity creates a favourable environment towards the emergence of an integrated air transport market. Entebbe airport was chosen because it is the one that handles international flights in Uganda. Sample design This study adopted convenience sampling. Sampling was done by interviewing randomly selected passengers, waiting for their flights at different times of the day, on every day of the week, during the period 19 July to 15 August 2012. A structured questionnaire was used for data collection. The questionnaire was divided into five sections, the first section was about the demographic profile of respondents and second, third and fourth sections were designed to evaluate passengers’ overall experiences with the quality of services they had received from the airlines and the last was dealing with the effect of passenger satisfaction on passenger loyalty. Sample size Krejcie and Morgan (1970) table was used in determining the sample size of a randomly chosen sample from a given finite population of 13,558 based on Uganda’s international seat capacity per week, by carrier for the selected airlines between 28 – November 2011 and 4 –December 2011 (Centre for Aviation, 2012). Krejcie and Morgan (1970) table indicates that if the study population size is 13,558, a statistically representative sample size should be 378 respondents. However, out of the 378 questionnaires that were  distributed, a total of 303 questionnaires were complete and had valid responses, 75 questionnaires were incomplete hence they were removed. The number of passengers sampled per airline was based on how busy the airline was at the airport during the period 19 July to 15 August 2012. The actual sample size of 303 respondents was valid for this study, because studies which had dealt with passengers as a unit of inquiry had relatively dealt with sample sizes ranging from 270 to 602, for example, Archana and Subha (2012) sampled 270 respondents; Munusamy et al. (2011) sampled 300 and Huang (2009) sampled 602 respondents. Also (Roscoe, 1975 in Sekaran, 2003) proposed some rules of thumb in determining sample size of which one of it stated that, â€Å"sample sizes larger than 30 and o500 are appropriate for most researchers†. It has also argued that in order to use w2, the overall number of items should be at least 50 (Kothari, 2004) hence the actual sample was fairly enough and suitable for models which were to be used in data analysis (Table I). Data collection methods Data were collected using both primary and secondary data sources. Primary data were collected through the use of structured questionnaires which consisted of five sections on the following aspects: respondents’ profile, quality of pre-flight services, in-flight services, post-flight services and the effect of passenger satisfaction on passenger loyalty. The questions were phrased in the form of statements scored on a five-point Likert type scale, ranking from 1 â€Å"strongly disagree† to 5 â€Å"strongly agree†. The study was conducted in the departure hall of Entebbe International Airport. Questionnaires were distributed to respondents who had under taken at least one international flight in the previous 12 months with the selected airlines. Face-to-face Airline service quality 525 TQM 25,5 Carrier airline name 526 Table I. Sample frame Population (total number of seats per week) between 28/11/11 and 4/12/11 Intended sample Actual sample Air Uganda Kenya airways Precision air Rwanda air express Fly 540 aviation Total 4,392 6,280 564 948 1,374 13,558 72 158 65 51 31 378 58 127 52 41 25 303 interviews of passengers waiting for their flights were conducted at Entebbe airport. A total of 303 sets of usable questionnaires were successfully collected yielding a response rate of 80 per cent. To reduce the refusals to participate or to answer specific questions, the researcher contacted passengers politely by explaining the purpose and contribution of the research. Reliability and validity Cronbach a was used to test the internal consistency for all items under respective variables. Hair et al. (2006) suggested that Cronbach’s a coefficient over 0.6 is adequate for basic research. The reliability of each construct was assessed by using Cronbach’s a measure which in the experiment was ranging from 0.645 to 0.850, indicating that the scale are internally consistent and reasonably free of measurement error. To ensure the perfection of the study tool, a pilot study was also conducted (Table II). Data analysis Data were analyzed using statistical package for social sciences (SPSS) version 16. w2-test was used as a way of testing the hypothesis and regression analysis was performed to examine the relationships between variables. This is in line with what was used in similar empirical studies, for example, Munusamy et al. (2011) used Pearson correlation and multiple regression analysis while Mohsan et al. (2011) used Microsoft excel and SPSS 16 to analyze data. Descriptive statistics was used to provide an overview  on the profile of international passengers using Entebbe International Airport. Interpretation and discussion of findings Hypotheses results w 2 was used in determining the relationships and significance of the variables. Testing of hypotheses was at 95 per cent level of confidence interval and results from this were Sl.No Table II. Reliability of various service factors Factors I II III IV V Pre-flight In-flight Post-flight Passenger satisfaction Passenger loyalty Number of statements Number of cases Cronbach’s a 8 8 3 3 6 303 303 303 303 303 0.723 0.819 0.645 0.704 0.850 used to reach the conclusions. To verify the causal relationships, regression was used for determining the correlation coefficients amongst variables: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. In the study, respondents were asked to express their opinions on different items that measured pre-flight service quality on a five-point Likert scale that ranged from 1 (strongly disagree) to 5 (strongly agree). Results showed that seven out of eight measurable indicators of pre-flight service quality had a significant effect on passenger satisfaction since they scored w2-values that were above the table value of 26.296 and also registered significant values less than the critical value of 0.05. It can therefore be concluded that pre-flight service quality has a positive significant effect on passenger satisfaction. This is in line with findings by (Munusamy et al., 2011) whose results showed that pre-flight service  quality had a positive impact on customer satisfaction. These results imply that if airline companies are to achieve a high level of customer satisfaction, they should deliver a high level of service quality, as it is normally considered an antecedent of customer satisfaction. In addition to the w2-test, correlations of indicators of pre-flight service quality were regressed against passenger satisfaction to confirm the results got from the w2-tests. Regression results showed that there was a significant positive relationship between pre-flight service quality and passenger satisfaction. Findings also indicated that from among the measurable indicators of pre-flight service quality prompt response to emergencies (r  ¼ 0.434) and reliability of airlines’ web site (r  ¼ 0.429) were among the strongest contributors to passenger satisfaction compared to price charged (r  ¼ 0.337) and baggage allowance (r  ¼ 0.122). Results therefore implied that improvement in the quality of pre-flight services offered by airline companies would result into passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. From the respondents’ opinions, all the measurable indicators of in-flight service quality had a p ositive significant effect on passenger satisfaction since they all registered significant values of 0.000 that were less than the critical value of 0.05. This concurs with the findings by Ng et al. (2011) who confirmed that in-flight services offered by flight attendants affected customer satisfaction. The findings imply that inflight services are one of the key drivers of ensuring passenger satisfaction (Table III). Additional analysis was performed were in-flight variables were cross-tabbed and regressed against passenger satisfaction in order to confirm the results got from w2-tests. Results from table below at 95 per cent confidence interval revealed that indeed in-flight service quality had a significant effect on passenger satisfaction because all significant values were 0.000 which was below the critical value 0.05 that is to say ( po0.05). This therefore confirmed that there was a significant positive relationship between in-flight service quality and passenger satisfaction. Amongst the in-flight variables, comfort and cleanliness (r  ¼ 0.460), safety (r  ¼ 0.400) and quality of food (r  ¼ 0.397) had more impact on passenger satisfaction compared to employee appearance and crew uniforms (r  ¼ 0.268) This therefore implies that airlines should improve on their inflight services, for example, quality of food, safety measures and comfort of seats since they have higher impact on passenger satisfaction (Table IV): H3. Post-flight service quality has a positive significant effect on passenger satisfaction. 527 TQM 25,5 In-flight service quality variables 1 2 3 528 4 5 6 7 I feel safe when I fly with this airline The aircraft has clean and comfortable  interiors and seats. Employees of this airline appear neat  and tidy The airline provides quality food  The cabin crew of this airline is  friendly and has good language skills. The airline provides good in-flight  services consistently My in-flight experiences with this  airline has exceeded my expectations The in-flight services that this airline  offers are worth what I pay for Table III. 8 w2-test for in-flight service quality and passenger satisfaction Note: *Critical value at 0.05 significance  ¼ 26.296 w2 Df Sign Status 16 0.000 Significant 1.500E2* 16 0.000 Significant 1.192E2* 99.534* 16 16 0.000 0.000 Significant Significant 1.296E2* 16 0.000 Significant 79.790* 16 0.000 Significant 89.575* 16 0.000 Significant 69.843* 16 0.000 Significant R R2 Significance 0.400 0.460 0.160 0.212 0.000 0.000 0.268 0.397 0.072 0.158 0.000 0.000 0.365 0.380 0.133 0.144 0.000 0.000 0.355 0.126 0.000 0.301 0.507 0.091 0.257 0.000 0.000 85.831* In-flight service quality variables 1 2 3 4 5 6 7 Table IV. Regression of in-flight service quality on passenger satisfaction 8 I am less worried when I fly with this airline because I feel safe when I fly with it The aircraft has clean and comfortable interiors and seats Employees of this airline appear neat and tidy and I like the crew uniforms The airline provides quality food (Cuisine ) and beverages The cabin crew of this airline are friendly and have good  language skills The airline provides good in-flight services consistently My in-flight experiences with this airline has exceeded my  expectations Considering the in-flight services that this airline offers; they are worth what I pay for Overall in-flight service quality From Table V, all the three post-flight indicators registered w2-values above the table values of 26.296 and indicated significant values less than the critical value (0.000o0.05). These results indicate that the quality of post-flight services has a significant effect on passenger satisfaction. Oliver (1997) demonstrated that extremely satisfied customers were much more likely to remain loyal to firm than those who were merely satisfied. Therefore this implies that a company has to create customer relationships that deliver value beyond those provided by the core product (Table V). Further analysis was performed to identify the causal relationship amongst these variables were by indicators of post-flight service quality were regressed on passenger satisfaction. Results indicated that there was a significant positive relationship between the quality of post-flight services and passenger satisfaction. From the indicators of post-flight services, passenger comments and concerns (r  ¼ 0.503) had more predictive power on passenger satisfaction because it had a higher correction coefficient compared to the FFP (r  ¼ 0.325): Airline service quality H4. Passenger satisfaction has a positive effect on passenger loyalty. Results from Table VI show that passenger satisfaction has a significant effect on passenger loyalty. This concurs with previous studies by Parasuraman et al. (1988) and Anderson and Sullivan (1993) who concluded that customer satisfaction was one of the major determinants of customer loyalty. This aspect is strengthened by Lin and Wang (2006), whose study concluded that customer satisfaction influences customer loyalty. This relationship has been investigated in previous studies for example findings by (Yang and Peterson, 2004) suggested that customer loyalty can be generated through improving customer satisfaction and offering high product/service value. Therefore delivering high quality in the airline industry should be recognized as the most effective means of ensuring customer satisfaction and loyalty. 529 Conclusion In general the study findings have coincided with other studies that the quality of airlines’ services has a significant influence on passenger satisfaction and loyalty. Findings indicated that pre-flight, in-flight and post-flight services had a significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. The study results imply that airline marketers should develop various strategies to improve service quality, for example, meeting passengers’ desired service levels, improving the quality of in-flight meals, solving service problems effectively, developing convenient reservation and ticketing systems, making convenient schedules for passengers and reducing the effect of service failures as these directly affect passenger satisfaction and loyalty. Implications of the results to the various stakeholders Managerial implications to the airline companies The results of this study highlight to management that safety and security are the most important in-flight service quality dimensions in international  air travel as perceived w2 df Sign Status 62.255* 66.676* 1.316E* 16 16 16 0.000 0.000 0.000 Significant Significant Significant Post-flight service quality variables 1 2 3 The airline has a sound loyalty programme to  recognize you as a frequent customer This airline has efficient baggage handling My concerns are highly valued by this airline Note: *Critical value at 0.05 significance  ¼ 26.296 Passenger satisfaction variables 1 2 3 In comparison to other airlines, am satisfied with the  airline’ services Am satisfied with this airline’s personnel This airline values customers’ comments w2 df Sign Status 1.560E2 89.604 1.100E2 16 16 16 0.000 0.000 0.000 Significant Significant Significant Table V. w2-test results for post-flight services and passenger satisfaction Table VI. w2-test results for passenger satisfaction and passenger loyalty TQM 25,5 530 by airline passengers. This may be as a result of the 11 September 2001 terrorist attacks, the Iraq War and the constant threat of terrorism. To address the public’s growing concern about air travel safety, airlines should be receptive to consumer input. Airlines should inform the public of their continuous drive to provide a safer flying environment and should publicize the security improvements of the international air travel industry to boost consumer confidence. Government policy makers Government should reduce on the ill-conceived policy initiatives that over-regulate and excessively charge high taxes from airline companies as this limits airlines registered within East Africa from competing effectively with other airlines from other nations due to economic hardships. This prevents aviation from being the catalyst for economic growth. Based on the study findings, the effect of airline service quality on passenger satisfaction and loyalty imply that a company with good airline services is more likely to stand out in the market place because it draws both repeat customers and trial users Therefore airline companies should strive to be consistent with the quality of services they offer to their passengers. Recommendations Customers have to be actively involved in the service process to ensure their satisfaction and commitment (loyalty) in the long run. The coordination of the different airline service components, as well as their incorporation in a clear and integrated communication strategy further supports the creation of a harmonious brand image in customers’ minds, which is the basis for the development of relationships between customers and the airline and, this could result into the development of true customer loyalty. Airline companies should strive for value creation and appropriate allocation of resources in international air travel by creating more realistic consumers’ expectations about the promises that airlines make as this may increase the level of passenger satisfaction, for example, through meeting customers’ desired service levels, dealing effectively with dissatisfied customers and confronting customer complaints positively. This will enable management to differ entiate their brand from other airlines in terms of service quality. Suggested areas for further research This study was limited in the context of airline services for international passengers. Domestic passengers’ opinions on the influence of airline service quality on passenger satisfaction and loyalty might be different from that of international passengers. Hence, an empirical examination needs to be undertaken in order to assess how domestic passengers’ opinions are different from that of international passengers. 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(2003), Research Methods for Business: A Skill-Building Approach, 4th ed., John Wiley Sons, Inc, New York, NY. Uganda Civil Aviation Authority (2012), â€Å"About Uganda†, available at: www.caa.co.ug (accessed 3 June 2012). Yang, Z. and Peterson, R.T. (2004), â€Å"Customer perceived value, satisfaction, and loyalty: the role of switching costs†, Psychology Marketing, Vol. 21 No. 10, pp. 799-822. Further reading Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, Tata McGraw Hill, New Delhi. Corresponding author Juliet Namukasa can be contacted at: [emailprotected] To purchase reprints of this article please e-mail: [emailprotected] Or visit our web site for further details: www.emeraldinsight.com/reprints