Essay --

Solution WPA2 Wi-Fi Protected Access 2 (WPA2) based on the IEEE 802.11i standard is an improvement to the 802.11 standard that specifying security mechanisms for wireless networks. On June 24th, 2004, this standard been uses to replaces the previous security specifications, Wired Equivalent Privacy (WEP), which was shown to have severe security weaknesses. Wi-Fi Protected Access (WPA) had previously been introduced as a solution to WEP insecurities. WPA implemented only a subset of IEEE 802.11i. WPA2 makes use of a specific mode of the Advanced Encryption Standard (AES) known as the Counter Mode Cipher Block Chaining-Message Authentication Code (CBC-MAC) protocol (CCMP). CCMP provides both data confidentiality (encryption) and data integrity. The use of the Advanced Encryption Standard (AES) is a more secure alternative to the RC4 stream cipher used by WEP and WPA. 802.11 Security solution WEP WPA WPA2 Cipher RC4 RC4 AES Key Size 40 bits 128 bits encryption 64 bits authentication 128 bits IV Size 24 bits 48 bits 48 bits Data Integrity CRC-32 Michael CCM Header Integrity None Michael CCM Replay Attack None IV Sequence IV Sequence Key Management None EAP-Based EAP-Based WPA2 Authentication One of the major changes introduced with the WPA2 standard is the separation of user authentication from the enforcement of message integrity and privacy, thereby providing a more scalable and robust security architecture suitable to home networks or corporate networks with equal prowess. Authentication in the WPA2 Personal mode, which does not require an authentication server, is performed between the client and the AP generating a 256-bit PSK from a plain-text pass phrase (from 8 to 63 characters). The PSK in conjunction with th... ...sed VPN offers high network throughput, better performance and more reliability, since there is no processor overhead. However, it is also more expensive. 3. A software-based VPN provides the most flexibility in how traffic is managed. This type is suitable when VPN endpoints are not controlled by the same party, and where different firewalls and routers are used. It can be used with hardware encryption accelerators to enhance performance. 4. An SSL VPN (Secure Sockets Layer virtual private network) is a form of VPN that can be used with a standard Web browser. In contrast to the traditional Internet Protocol Security (IPsec) VPN, an SSL VPN does not require the installation of specialized client software on the end user's computer. It's used to give remote users with access to Web applications, client/server applications and internal network connections.

Evidence of the June Rebellion and Les Miserables in Modern-Day Paris Essay

The causes for this uprising include: A recent outbreak of cholera in the lower class Parisian areas, thought to be due to the government poisoning inner-city wells. The deaths of two famous politicians: General Jean Lamarque and Prime Minister Casimir Perier. Anger at monarch Louis-Philippe for taking the throne after the July Uprising of 1830. Cloitre Saint-Merri: Just outside of this church was the last standing barricade of the June Rebellion. This particular barricade, which was the center of the revolution itself contained the most famous revolutionary of the Rebellion as well as the likely inspiration for Victor Hugo’s book: Charles Jeanne, the head of the insurgents. Le Cafe Musain: Les Amis De L’ABC were said to meet in the back of this cafà ©, positioned on The Place Saint-Michel, which is now called Place Edmond Rostand. Unfortunately, the place where the cafà © is said to have stood is now occupied by†¦Ã¢â‚¬ ¦a Quality Burgers. Napoleon’s Elephant: In the former site of the Bastille fortress, Napoleon ordered a statue of an elephant to be built in honor of his new empire. Due to the fall of Napoleon, the elephant remained half finished for years, until Louis-Philippe chose to replace it with the July Column in remembrance of the revolution that gave him the throne. In both the book and 2012 movie of Les Miserables, Gavroche is seen living inside of this elephant. Eglise Saint-Paul-Saint-Louis Victor Hugo chose this church to be the one in which two of his main characters, Marius and Cosette, got married. It’s no coincidence that only 19 years before his book was published, Hugo’s own daughter was married in the same church.

Prescription Drug Abuse in America Essay - 1800 Words

When a person thinks of problems that haunt the state, mostly what comes to mind are drunk driving, the meth epidemic, or the bipolar weather, but our state has a crisis that is on the rise and catching the attention of the police force all over the state. Our state ranks high among all states with people, ages 12 and older, taking prescription pills without being prescribed them. (NSDUH) Many teens and adults can recall a friend asking them for their prescription pills or have witnessed someone taking these pills illegally. Throughout my life, there are many instances that I can recall from memory that deal with prescription pills and these instance changed or altered my life. People tend to think that prescription pills are safer than†¦show more content†¦But after my mother quit her job and sold our house, she found out that Regina was still using the pills, and it was worse than ever. This negatively affected my family not only emotionally, but also financially. My mothe r was without her job, and we did not have a home to call ours. We then moved in with my mother’s boyfriend and times were hard on us with little money for the necessities, like food. Feeling that it was best to avoid contact with Regina, my mother didn’t speak to her for a year. Finally, my mother was looking her up and found out that Regina had committed suicide after losing everything from her addiction to prescription pills. Later, we found out that she lost her job from not showing up most of the time, and her husband was filing for divorce. The last straw that pushed her over the edge and made her take her own life was that her husband was filing for custody of their two year old child. When one chooses to abuse prescription drugs over his or her loved ones, relationships start to take a toll for the worst. Prescription drugs are ranked second as most used illegal drugs, next to marijuana, which is the most used illegal drug in the world, as approximately twenty-two million people abuse prescriptions. (NSDUH) Users tend to surround themselves with others who use drugs, rather than spending time with friends or family. Another harmful aspect to using prescription drug is usually steals them or buys them illegallyShow MoreRelatedTeenage Prescription Drug Abuse Essay1427 Words   |  6 PagesTeenage Prescription Drug Abuse Years ago, the common image of an adolescent drug abuser was a teen trying to escape from reality on illegal substances like cocaine, heroin, or marijuana. Today, there is a great discrepancy between that perception and the reality of who is likely to abuse drugs. A teenage drug abuser might not have to look any further than his or her parent’s medicine chest to ‘score.’ Prescription drug abuse by teens is on the rise. Also, teens are looking to prescription drugsRead MoreGunnar Monical. Professor Greg Murray. Egl 101-13. 17 March1401 Words   |  6 PagesGunnar Monical Professor Greg Murray EGL 101-13 17 March 2017 Pills aren’t Thrills In the hectic pill-popping world we live in today, around 6.5 million people in the U.S. currently abuse prescription medication and out of those 6.5 million, 4.5 of those people abuse pain relievers according to Nova Science Publishers (Greer). Codeine, oxycodone, Adderall, and Xanax just to name a few of the favorites among abusers (Fahey and Miller). These medications can end up on the streets and in the handsRead MoreThe Problem Of Prescription Drug Abuse1461 Words   |  6 Pages(Quotes about Drug Abuse). This quote by Wayne Gerald Trotman describes how heartbreaking it is to contemplate on exactly how many people’s lives have been adversely impacted as a result of abuse. Child abuse, animal abuse, and sexual abuse are all major types of abuse; however, prescription drug abuse is a problem that is drastically skyrocketing in today’s society. While other addictions and abuses are equally significant, it is imperative that people put a stop to prescription drug abus e using twoRead MoreSubstance Abuse - Social Pandemic1653 Words   |  7 PagesAs the use of illegal drugs and alcohol continues, substance abuse across America has become a very serious social problem. It is mental illness that has an effect on different races, classes and genders. The affects of substance abuse has caused countless of people to feel heartache and develop feelings of hopelessness. With alcohol and drugs readily available through prescription or on the streets (Butler,2010), it is obvious why many are acquiring addictive patterns to these accessible substancesRead MoreThe Effects Of Drug Abuse On America1350 Words   |  6 PagesDrug abuse in America is evidently a huge problem, yet remains to be misunderstood by many people. Elizabeth Foy Larsen writes a strong, informative article about a young woman named Brittany who has fallen to drug abuse. Brittany was a drug free, well rounded student with great potential just like many other young adults in America. Ho wever, one occasion flipped her life completely upside down. She had gotten her wisdom teeth removed and received prescription medication to reduce her pain. She soonRead MoreDrug Use American Society Today Essay1202 Words   |  5 PagesDrug Use in American Society Today Drug use in America is one of the major issues we face and the problem has skyrocketed over the past three decades. Heroin and painkiller addictions exceed all other countries. It is important that we address some of the causes that lead to the abuse, how to treat the abuse, and how to prevent the distribution of illegal prescription drugs. Drug use in the United States has increased for the past few years. A report conducted by Tobias Salinger from NY DailyRead MoreTeen Abuse Prescription Drug Abuse1422 Words   |  6 Pagesleading drugs used and abused by teenagers in America. According to Elizabeth Larsen, â€Å"The Centers for Disease Control classifies prescription drug abuse as the worst drug epidemic in United States history† (Larsen p.4). This is the worst drug epidemic in history because of the percentage of teenage usage. Based on different studies, pills are the most commonly abused drug among twelve- and thirteen- year olds because of how easy they are to access. In fact, many teens that abuse prescription medicationRead MoreDrug Policy, Prescription Drugs, And The United States1393 Words   |  6 PagesOne of the greatest problems we face in America today is the use and abuse of drugs in our country. It is important to find a solution that works within our country to combat the growing populations of our nation’s prisons, keep the supply of drugs under control, and have adequate prevention programs in place to help people who need treatment. Throughout reading the material for this course and the research conducted on the topics described in this paper, it is clear that the methods used in earlierRead MoreThe Drug Of The Pharmaceutical Industry1081 Words   |  5 Pagesof pharmaceutical industry has increased the longevity of our lives in society and eradicated diseases such as chicken pox and hives, but has created an addiction to prescription drugs in America. The concept of prescription has made society to believe that taking pharmaceutical drugs comes without a consequence. Though these drugs come with consequence, the positive effects of the pharmaceutical industry helped eradicate diseases that would be a potential threat to our lively hood in today’s societyRead MorePrescription Drug Abuse1298 Words   |  5 Pagessick. Prescription drugs are being tak en for reasons other than the ones they are being prescribed for, fueling an addiction that impacts as many as 48 million Americans (Prescription Drug Abuse WebMD). According to MedLinePlus, an estimated 20 percent of people in the United States have used prescription drugs for nonmedical reasons. This is prescription drug abuse. While a considerable amount of time, resources, and attention are focused on the problems associated with illicit drugs, prescription

Religion And Health Promotion, Disease Prevention, And...

Religion serves many purposes in life for all individuals including the need of one to explain the world through factors relating to solace, emotional behaviors and healing; a community’s social cohesion and control through rituals; as well as economic adaptation of various sects. Consequently, since the onset of life on earth and the evolution of religion, dietary practices often correlate with various religious practices. Many religious customs and laws extend from the early apprehensions involved with economic needs as well as health and safety regarding the consumption of certain foods or liquids. These issues resulted from the lack of preservation and purification techniques for foods and liquids and the concern of the scholars, usually the religious, in connection to health promotion, disease prevention, and illness (Waibel, n.d.). However, the views of the past diminish with the advent of electricity and our understanding of new and evolving preservative methods. Moreover, many religious sects associate dietary and food preparation practices with rituals involving aspects of their faith that are now long standing practices from their past history. These practices include venues such as abstinence and fasting. Abstinence, which prohibits individuals from consuming certain foods or drinks, takes many forms such as totally restricting the consumption of specific items to limiting the consumption these foods and drinks to certain holy days, while still other religiousShow MoreRelatedEssay on Nurses Promoting Mental Health1102 Words   |  5 PagesPromoting Mental Health Introduction The World Health Organization defines health as â€Å"a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity† and that the â€Å"enjoyment of the highest attainable standard of health is one of the fundamental rights of every human being without distinction of race, religion, political belief, economic or social condition.† (World Health Organization. 2006) As nurses, health and health promotion are fundamentalRead MoreThe American Nurses Association ( Ana ) And The Health Ministries Association Essay1474 Words   |  6 PagesIntroduction The American Nurses Association (ANA) and the Health Ministries Association (HMA) have described Faith Community Nursing (FCN) as a form of a specialized nursing practice carried out by a nurse within a faith community (American Nurses Association Health Ministries Association, 2012). The role played by the FCN is to protect, promote, and optimize health and abilities, prevent illness and injury, and respond to distress regarding the practice beliefs and the values of a faith communityRead MoreHeritage Assessment1503 Words   |  7 Pagesdetermine how deeply a given person identifies with a particular tradition†. (prenhall.com). This assessment of 29 questions based on family, social, cultural, religious and immigration history can be very helpful in identifying the individual’s health traditions and beliefs, which can promote a more culturally competent R.N. Cultural competency is vital for the nurse in designing a plan of care that takes into consideration the cul ture and traditions of the patient’s belief system to deliverRead MoreHeritage Assessment1246 Words   |  5 PagesAssessment Tool can be adopted as a dependable tool to gauge, health maintenance, restoration and safeguard of personal, cultural beliefs. The adoption of health assessment tool helps meet the prerequisites of diverse patient populations to offer quality all-inclusive care. The following paper reviews the assessment of three culturally dissimilar families, and demonstrate how a nurse would continue with health promotion centred on the variances in health traditions between the three cultures. The three culturesRead MoreHealth Promotion Among Black or African Population Gcu1095 Words   |  5 PagesHealth Promotion Among Black or African American Population [Your Name] Grand Canyon University: Family-Centered Health Promotion(NRS-429V) January 10, 2016  Health Promotion Among Black or African American Population The Center for Disease Control and Prevention [CDC] (2015) notes that â€Å"Starting in 1997, the Office of Management and Budget (OMB) requires federal agencies to use a minimum of five race categories: White, Black or African American, American Indian or Alaska NativeRead MoreCultural Heritage Assessment in health and Illness Essay1358 Words   |  6 PagesRunning head: CULTURAL DIVERSITY IN HEALTH AND ILLNESS Cultural Heritage Assessment in health and Illness Grand Canyon University: The United States has always been an open country with its kindness in welcoming people of other nations into it. The population of the United States is growing notably because of the migration from the rest of the world. This writer lives in Richmond, a city in the state of Virginia, a multiculturalRead MoreThe Heritage Assessment Tool: a Cultural View of the Patient1121 Words   |  5 Pagesgives nurses an understanding of the patient’s traditional health and illness beliefs and practices so that culturally appropriate interventions can be initiated (Flowers, D.L., 2005). The following paper summarizes the assessment results of three culturally different families, and uses those results to show how the nurse would proceed with health promotion based on the differences in health traditions between the three cultures. Health Maintenance The value a patient places on family values andRead MoreBiomedical And Social Model Of Health1712 Words   |  7 Pagesbiomedical and social model of health. It will be critically discussing both models using supporting theories and highlighting the limitations of each. This essay will also discuss and analyse how both models relate to lay perspectives on health and illness. What is health and illness? In order to analyse and critically discuss the two models that are biomedical and social we first have to understand the concept and terms of health and illness. (WHO, 1948) describes health as ‘a state of complete physicalRead MoreHat21601 Words   |  7 Pagesquality of life and health promotion might affect your care for a dying patient with a lingering illness such as cancer My perceptions about quality of life are that every one lives with happiness and enjoyment in a health way not only on physical but also on mental. Happiness and enjoyment of life may be various, because different people have their unique expectation about their lives to meet their defined happiness and enjoyment based one their own education, culture, religion and experience. ThoseRead MoreHeritage Assessment Tool: Evaluation of Different Cultures and Individual Views of Health1326 Words   |  6 PagesOF DIFFERENT Heritage Assessment Tool: Evaluation of Different Cultures and Individual Views of Health Micaela Simon Grand Canyon University Family-Centered Health Promotion 429V Melanie Escobar RN MSN August 31, 2012 Heritage Assessment Tool: Evaluation of different Cultures and Individual Views of Health The Heritage Assessment Tool can be used as as a reliable tool to assess, health maintenance, protection and restoration of individual cultural beliefs. This evaluation helps meet

Descriptive Essay - The Stump Deer - 1214 Words

The Stump Deer It was a chilly night before the last day of deer hunting season. At just the age of fifteen, I was in my house cleaning my cheap twenty gauge from Walmart. Using, a white grubby sock that had a long dark old shoe lace tied around it. I would insert my shoelace through the top of the barrel and slowly pull my sock through, till I saw it hanging a little into the ejection port to remove debris within the gun.As I was cleaning I kept thinking to myself how exciting this was going be, because if I didn’t get a deer this year it was still fun going hunting. After I was done cleaning my gun, I slipped the gun into its soft dark green case.I then set out my bright blaze orange vest, and my old brown hand me down coveralls†¦show more content†¦We opened the truck doors I pulled my gun out from behind the seat, and stealthily we walk towards the cabin. The cabin on the outside was rickety looking, it looked as if it was made fifty years ago. The cabin had a tin roof and on each side of the cabin it had two dusty windows. It also had pelts of animals hanging from the door, and the walls that probably haven’t been touched in years. The inside of the cabin was however, nice it had a kitchen with a working stove, wood burner, and a table. The cabin also had a couple hazel colored couches and a aquamarine colored recliner. As we went into the cabin we met up with dalton’s mother and father who decided to come hunt with us. I then unzipped my gun case, pulled out my gun and loaded four slug shells into it. We awaited till close to sunrise to start our journey to our hunting spots. To our surprise, Dalton’s cousins decided to come to the cabin to hunt as well. Therefore, we had three more people to hunt with us the more people we have, the better. I decided to go with my boyfriends mother, to a deer stand that I called the barrel stand straight across the field from the cabin, slightly into the timber.As we trudged quietly t o it, I could smell the fresh outdoor air throughShow MoreRelatedDescriptive Essay : The Stump Deer1290 Words   |  6 Pages Harkema1 The Stump Deer It was a chilly night before the last day of deer hunting season. At just the age of fifteen, I was in my house cleaning my cheap twenty gauge from Walmart. Using, a white grubby sock that had a long dark old shoe lace tied around it. I would insert my shoelace through the top of the barrel and slowly pull my sock through, till I saw it hanging a little into the ejection port to remove gun powder within the gun.As I was cleaning I keptRead MoreProject Mgmt296381 Words   |  1186 Pagesproject was not terribly complex and did not require their best design engineers. Unfortunately, the scheduling software assigned one of the most creative and expensive engineers to the MF project. A similar situation, but reversed, happened on the Deer project. This project involved a big customer and new hydrostatic technology for small tractors. In this project the scheduling software assigned engineers who were not familiar with small tractor transmissions. Somehow, thinks Jones, the right peopl e

Singer’s Famine, Affluence, and Morality free essay sample

In the Peter Singer’s article â€Å"Famine, Affluence, and Morality,† he discusses the way that people should take moral in their help towards the support of the Bengal famine crisis. Singer states three obligations that would help the Bengal region through the means of a wealthy person, and those individuals living life on a day-to-day basis. In this paper I will describe Singer’s goal for each obligation, explain the three counter arguments with Singer’s response, define and identify marginal utility as it relates to Singer’s arguments, and compare the ideas of duty and charity. At the close of this paper, I will state my own personal response to Singer’s ideas on famine, affluence, and morality. Singer’s goals in his article are to inform people of the famine of a Bengal, starving country, how they can decrease the starvation of a society if all individuals or those with the greater financial statuses gave contributions. Singer suggests that it should be moral to help those in need without causing the same effect upon them. Singer gives three counter-arguments that explain his ideas on the fact for his moral reasoning. Singer states, â€Å"he shall argue the way people in relatively affluent countries react to a situation like that in Bengal cannot be justified; indeed, the whole way we look at moral issues, our moral conceptual scheme needs to be altered, and with it, the way of life that has come to be taken for granted in our society† (Singer, 1972). Singer’s argument can be summed as: 1.Death and suffering caused by lack of nourishments, home dwellings, and/or healthcare issues are bad. 2.If someone can prevent something bad from happening without giving up something of equal importance, then they should. 3.One must contribute much as they possibly can to avoid the problems of death and suffering in disturbed populations. Singer’s first counter-argument is â€Å"if it is power to prevent something bad from happening, without thereby sacrificing anything of comparable moral importance, we ought, morally, to do it† (Singer, 1972). In this statement, he questions our ideas and thoughts on equality towards helping those to prevent bad things from happening to them or ourselves. Singer suggest that we should only prevent bad things from happening and not good things, especially if we are not sacrificing anything important to us  or having bad results from helping those in need. Singer also argues that if he is unable to consider the needs of the people in Bengal that his money is not going to do a great deal for the people nutritional, medical, and dwelling needs. Singer uses the example of a drowning child in a shallow pond. He weighs the thoughts whether if it was worse if his clothes got wet and dirty or the death of the child. In the example Singer assured that, the death of the child is the worst thing that could happen, and he should prevent it by saving the child’s life. Singer’s second counter-argument is that distance should not make any preferences on the choices you make or the only person who could do anything. Whether it be a distance of 20 feet, 20 yards, or 20 miles makes no moral differences. Singer states, â€Å"That we should not discriminate against someone because of how far they are away† (Singer, 1972). One thinks that it is easier to help people in need that are closer in distance than those that are far away. Singer uses the example with the child drowning in a shallow pond again, at this time he is not the only person near the pond and sees the child. He question if we should point to other people and ask if they could rescue the child or look at our own self and save the drowning child. The moral of this judge no one, and do the deed yourself. Singer also uses the example if everyone gave X amount of money to save the famine of the Bengal society. Singer replies that the problem with this is that some people think that enough funds have been giving to the needs of hunger, shelter, and medical care to the famine crisis, in this aspect not all people would give, and the country would still remain as it is. â€Å"This persons with very low incomes may merit our sympathy is accepted, however, sympathy leads to charity, rather than to the involuntary exploitation of the better off (Narveson, 2004).† Singer also says that people with maintainable amount of wealth should give more than the X amount asked for, being that the predicament that some are not able to give or they can give less than the amount asked for. â€Å"Another, more serious reason for not giving to famine relief funds is that until there is effective population control, relieving famine merely postpones starvation† (Singer, 1972). The final and third counter-argument is that Singer question exactly how much we should be giving away. In this counter-argument, Singer talks of giving until one reaches marginal utility; or in the case where suffering would have greatly increased or decreased in his self, if he gave more than one can afford to give. One should avoid bad things from happening or sacrificing too much to help those in need. Giving until you reach your marginal utility is only required. â€Å"Singer believes we are obligated to give money away until our sacrifice is of comparable moral importance to the agony of people starving to death (Specter, 1999).† This is our duty to do so. An example Singer uses is that one should not go out and buy expensive clothes just to keep up with society when you already have a vast amount of clothes in your closet. He states that the famine relief is in a more critical condition instead of the purchase of clothes, that one does not need. Sacrificing the purchase of clothes would not be a bad thing, however, the sacrifice of hunger in a starving nation or town would be devastating. One should sacrifice their wants rather their needs, marginal utility. One should do whatever works best for them. â€Å"This may explain the origin and continued existence of the present division between acts of duty and acts of charity (Singer, 1972).† Charity is a voluntary act that one commits without a sense of obligation. Duties on the other hand rise up from specific obligations and are things in which are told to us what we must do. â€Å"However, the category of mutual aid and duty to rescue, important though it is, does not touch the subject before us (Narveson, 2004).† Within the ideas that Singer gave assist with the Bengal Famine Relief Fund, I personally agree with donating to a charity, and it should not be a duty. Today, with the economic crisis of the world, it is hard for most middle class families to survive from check to check; if that at all. I suggest that one should give to a charity because it allows them to give what they can afford. No matter the distance one should help those in need, if anything at all, like the surplus of food in the pantry unlike by family members, clothes that are too big or too small, and sometimes money matters.  To accommodate a duty on someone with little or no wealth to a famine society would place our town and cities in the same dilemma. As a logical reasoning, I would like to use two individuals standing in front of a supermarket holding a sign asking for food and/or money. The first individual is nicely dressed in fashionable name brand clothes and shoes, jewelry, and a cell phone. The second individual is dressed in raggedy unclean clothes, no shoes, no jewelry, no cell phone, and of course has a bad odor from being untidy. It is more apt that people would help the second individual, because of their looks and smell; you can see that this person has gone without food for days and a bath for weeks. This person looks homeless and near starvation. However, the first individual looks like they just got paid and wants attention or to see who would exactly help them, they want to feed off others than spend their own money. This is a reason why I think it is better to give to a charity. Charities have specific people that they help; they are known to help those in need and not just beggars. Even though, it is hard at times to tell who exactly needs the help from others, being that the first individual could have just received the clothes from a charity and/or wealthy individual to seek for jobs to sustain his needs of hunger, medical, and dwelling needs. Both individuals also could have been in the same position, and one just had the benefits to obtain clothes and other needs from a charity. It is not our moral beliefs to judge one for what they have or ask for in the time of need. Charity is spread abroad, whereas in duty is obtain from within.

Literature Review on Customer Service Management on Emirates free essay sample

In the manufacturing sector customers are able to evaluate the business based on the actual tangible good and may not care much for the augmented services provided with it, except for maybe in the case of cars, however service providers need to manage their customer service in the best possible way as that is the bases they will judged on. Service sector’s need to consider employee behavior, service scape and quality service in order to create a positive image in the minds of the consumer. An example of bad customer service is given through Apple due to their poor technical support, but however are able to get away with it due to their attractive nature. However Zappos. com and Bed Bath and Beyond are two companies that are directly opposite, one offers free shipping and 365x7x24 customer support while the other offers 100% satisfaction assured and free return shipping; and positioned right in between these two is Dell computers (Kandampully 2012). We will write a custom essay sample on Literature Review on Customer Service Management on Emirates or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Customer Service Management Managing customer service has become most essential now more than ever, customers today are well educated and are very careful about what they purchase. Companies dealing in similar areas or providing homogenous services can use customized customer service to differentiate their services. According to Nyanisa Manjavu (2004) â€Å"quality and customer service have become a way of life rather than, short-term projects that can begin and end at will. † Some customer service management strategies mentioned are: * Motivate staff well for best attitudes from employees. Make part-time employees feel as part of the overall team. * Produce efficient and well organized systems to deal with variability of services. * Due to the importance of the customer service function, adequate resources need to be allocated to it. * Employee’s performance targets must be clear and realistic so as to encourage high standards of the service. (Manjavu 2004) Some of the ways service organisations can create value for its customers is through continuous improvement of service quality, encounters and satisfaction: Service Quality Service quality refers to how the firm’s performance compares to the general expectations of the customer. The SERVQUAL model used in Srinivas Durvasula’s(2005) study is one of the most cited models proposed by Parasuraman, Zeithaml and Berry (1985), five dimensions have been recognized to describe service qualities: tangible, reliability, responsiveness, assurance and empathy. Also a 22-item scale was developed to measure these five dimensions (Durvasula, Lysonski and Mehta 2005). Service Encounter The two main definitions for service encounters used in Durvasula’s (2005) paper are first off a period of time during which a consumer directly interacts with the service† and â€Å"it is the collectivity of service encounters that is evaluated by the customer and not a single interaction per se†; both are said to be broad definitions in nature. This has become very important when determining customer satisfaction and its impact on service quality, service encounters can occur as interpersonal interactions or even through a variety of technologies (Durvasula, Lysonski and Mehta 2005). Service Satisfaction and its Determinants Companies spend a lot of resources on customer satisfaction due to the many benefits it provides such as customer loyalty, repurchase intentions, positive word of mouth and customer retention which can all in turn have a positive impact on profits. Two things discovered in this paper to have an impact on customer satisfaction are service quality and customer perceptions of service encounters [ (Durvasula, Lysonski and Mehta 2005) ]. Some of the important or key factors that can help shape the customer service function are: * Reliability, companies need to be able to meet or rather exceed customer expectations. Availability, companies need to make their customer service available at all times and through multiple channels. * Return calls, they need to make sure their customers have someone to talk to when needed. * Service failure recovery, this can determine how customers will spread information about the company. * Customer service as organization culture, every employee needs to be a customer service rep and should give their best when interacting with a customer. (Winston n. d. ) Customer Relationship Management (CRM) Another important concept to consider when talking about customer service is Customer Relationship Management (CRM). Despite large amounts of research carried out on this topic, there is no agreement on what CRM really is and how a CRM strategy can be developed. CRM first materialized in the IT community but has expanded to other areas of the service sector. Payne and Frow (2005) say that CRM definitions are mostly associated with technology but believe this is the reason behind the failure to properly define CRM. After extensive deliberations of various definitions and perspectives, they developed this definition for the purpose of their study â€Å"CRM is a strategic approach that is concerned with creating improved shareholder value through the development of appropriate relationships with key customers and customer segments. CRM unites the potential of relationship marketing strategies and IT to create profitable, long-term relationships with customers and other key stakeholders. CRM provides enhanced opportunities to use data and information to both understand customers and co create value with them. This requires a cross-functional integration of processes, people, operations, and marketing capabilities that is enabled through information, technology, and applications. † [ (Payne and Frow 2005) ] Customer Experience According to Palmer (2010) â€Å"Increasing use of the vocabulary of â€Å"customer experience† by firms would appear to be a substitute for the language of â€Å"customer relationships. † He also believes customer experience management may be the concept that can prevail over the challenges and restrictions of CRM. Among many of the definitions mentioned is â€Å"The feeling of emotions and sensations as opposed to thinking† and â€Å". . . involvement in what is happening rather than abstract reflection on an event† given by the American Heritage Dictionary which he describes as â€Å"more affective and process based†. Palmer shows a model on how the basis for marketing-based competitive advantage has evolved through time, from when the economy was more dominated by manufacturing companies to the time the service sector’s importance rose. He feels developing on customer experiences can help service organizations differentiate their brand when customer relationships become too common or generic for similar companies. Different stimulus can have different impacts on different consumers, emotions can play an vital role when considering customer experience as people mostly tend to get emotional at things that are important to them (Pallmer 2010). The Airline Industry The airline sector is no exception from the growing interest in improving customer service management. Many airlines continue to provide consumers with the best service in many ways in order to succeed. Some examples: * Southwest Airlines- (Ruppel 2012) Their mission statement now says: â€Å"The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit†. * American Airlines- (American Airlines n. d. ) American Airlines and their regional partner American Eagle have submitted a customer service plan which has been put into effect on Feb 3. 2012. It says â€Å"We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns† * Emirates Airlines- (The Emirates Group n. d. )The importance given to their customers can be seen through the many awards Emirates has received such as * Skytrax World Airline Awards Worlds Best Airline In-flight Entertainment. (2012) * Airline Passenger Experience Association – Emirates wins Best Overall Passenger Experience. (2011) * Frequent Traveler Awards Skywards wins Best Customer Service, Middle East, Asia amp; Oceania. (2011) * Business Traveler Middle East Awards Skywards, Best Frequent Flyer Program. (2009) Yield Management (YM) Yield Management can be defined as a method that helps to sell the correct product to the appropriate consumer, at the suitable moment and price. This can be used as a innovative pricing strategy and has been done so by the airline sector for a very long time [ (Martinez, Borja and Jimenez 2011) ]. Some of the characteristics of YM that make it efficient are one, relatively fixed capacity as capacity is not flexible; seats on a plane cannot be added or removed. Two, ability to segment its market in to different customer categories, third is the perishable inventory as aircrafts seats cannot be stored. Forth is the fact that all tickets are sold at a different time so tradeoffs occur when deciding to accept an offer between an early reservation with low price or a last minute customer who may pay higher. In Fredric Voneche’s (2005) study the problems of YM have been broken down into overbooking, discount allocation and traffic management. Overbooking means to sell more seats on an aircraft than existing as passengers that don’t show up or cancel can leave up to 15% of the plane empty. However all passengers do not always pay the same price on a flight and so the concept discount allocation needs to be used which is the â€Å"the process of etermining the number of discount fares to offer on a flight. † Finally traffic management needs to be considered due to the adaption of the hub-and-apoke concept after deregulation. Overbooking and discount allocations would be enough to maximize revenue if point to point routes existed with no connecting flights [ (Voneche 2005) ]. YM was introduced to Emirates in 1990 by its senior vice president of YM Ramesh Venkat who is responsible for Flight Management, Group Desk, Revenue Integrity, Revenue Management Science and Research. He is an Electrical Engineer from Indian Institute of Technology (1978) and MBA from the University of Bradford (2002) and has pioneered sales-focused revenue management at the company [ (Venkat 2007) ]. Emirates Airlines Emirates is known to be one of the best airlines in the emirates, winning many awards. They offer a variety of amazing augmented services to customers to support their core service which is air transport. First to look at the actual in-fight services, Emirates offers three classes in their flights first, business and economy. First and business class of course are offered the very best treatment due to the higher prices they pay; they enjoy services such as private suites, flat bed seats, regionally inspired food along with wines and champagne, shower spa’s, onboard lounges, their world renowned in-flight entertainment system which consists of information, communication and entertainment (ice) which has won awards six years in a row and extended services before taking off and after landing such as relaxing at the exclusive Emirates lounge or enjoying chauffeur driven services. However the economy class is also provided with many great services such as seatback monitors with up to 1,400 channels of news and entertainment programming along with SMS, telephone and email service as on air wifi is available on all three classes, they are also offered award-winning meals created by internationally renowned chefs and provide utmost care and attention to young flyers. Emirates believes in providing â€Å"comfort, convenience, and exceptional service are part of the Emirates experience wherever your travels take you. Emirates flies to 120 destinations worldwide and passengers are even able to download their timetables through the website. Emirates also offers tour and holiday packages to customers through Emirates Holidays, Arabian Adventures and have special offers at their own Emirates Wolgan Valley resort and spa in Australia. The organisation allows customers to receive special fares and special offers and the latest news from Emirates, direct to their inbox. Emirates also has a special offer for all its loyal customers called the Skywards Miles, this allows to collect miles on your purchases and then pay for booking or upgrading a flight ticket using these miles; small to medium sized businesses can enjoy these rewards as well called the business rewards [ (Emirates 2012) ]. One main benefit all Emirates Airline passengers, no matter of what nature, can enjoy in the UAE is the entire terminal 3 that was specially built just for Emirates’ customers; it is capable to hold up to 43 million passengers a year when fully operational. The president of Emirates Airlines, Tim Clark, says â€Å"The new Emirates Terminal 3 is a testament to our corporate values that will see our passengers enjoy ease of travel, home comforts and refined luxuries both in the air and on the ground helping us to deliver on our promise and fulfill customer expectations from the Emirates brand† (Anonymous 2008). Self-Service Technologies Self-service technology (SST) has been defined as â€Å"technological interfaces allowing customers to produce services independent of involvement of direct service employee† and can be an important tool in customer service management. Although first started in the manufacturing industry, it slowly moved to the service sector and was introduced to the airline industry in the mid 1990’s but has come a long way since then. The different types of SST’s at airports could include information kiosks, ticketing kiosks, CUSS kiosks, retail kiosks, internet bookings and through the use of smart phones or mobile devices. SST is much more preferred to traditional check in systems by the company and customers due to greater efficiency, convenience, shorter wait times, reduced labor cost and variability in the human service encounter (Drennen 2011). Emirates has invested a great deal in SST’s to ensure their customers the best service. Emirates has a very appealing and user friendly website for its customers to use and anyone can access a range of Emirates’ services through this. Passengers can not only book their tickets online but check in as well and is available for all three classes. The website also allows passengers to book hotels, rent cars and book tour n holiday destinations for their trip. Emirates’ check in is most convenient due to the self check in machines at the terminal (Emirates 2012) and new check in machines at some metro stations (Badam 2011). Strengths and Limitations Despite knowing of all the amazing and extensive services offered by Emirates, there are some mixed feelings among customers (Full reviews in Appendix 1). Some of the many services that have been praised are the amazing entertainment system (ICE), the comfortable seats, lounges, the bar in the A380, quick check in, seat upgrades, chauffeur service and clean cabins. However there definitely are some complaints and the most common are about inattentive, uncivil and â€Å"almost robotic† like crew members and tasteless and cold food. Even though customers have said positive things about these aspects some believe they were just terrible. Customer Service Program An organization’s ultimate goal is make customers happy, and developing a formal plan to effectively serve customers will encourage this. Mostly small companies have in formal plans however bigger companies are encouraged to have formal plans with customer service policies and procedures, ways to measure satisfaction and loyalty. When an organization is trying to implement a customer service program there are some key elements that need to be considered. First is to assess your company’s customer focus, traditionally companies would hire one or two people to take care of the customer service problems however smarter business owners know that this is a task for the whole organization and each employee needs to understand that each individual persons role will affect how the customer sees the company. Next is to asses customer needs, organization’s need to thoroughly analyze customer satisfaction; this can be done through analyzing customer complaints or reviewing average wait times. Establishing formal customer service policies is another element, this may consist of which tasks will be handled by whom or how an employee should behave in a certain situation. Finally the organization needs to educate the staff, time need to be set out for employees to be trained and nurtured into truly service-oriented employees (Inc. 2009). References: American Airlines. http://www. aa. com/i18n/customerService/customerCommitment/customerServicePlan. jsp (accessed November 3, 2012). Badam, Ramola Talwar. Emirates Airline puts check-in kiosks in Metro stations. The National. August 3, 2011. http://www. thenational. ae/news/uae-news/transport/emirates-airline-puts-check-in-kiosks-in-metro-stations (accessed November 5, 2012). Drennen, Hannah, Self Service Technology in Airports And the Customer Experience (2011). UNLV Theses/Dissertations/Professional Papers/Capstones. Paper 1053. Durvasula, Srinivas, Steven Lysonski, and Subhash C. Mehta. Service Encounters: The Missing Link Between Service Quality and Satisfaction. Journal of Applied Business Research, 2005: 16-18. Emirates. 2012. http://www. emirates. com/ae/english/ (accessed November 4, 2012). Inc. , Virtual Advisor. Creating an Effective Customer Service Plan. 2009. http://www. va-interactive. com/inbusiness/editorial/sales/ibt/customer. html#top (accessed November 13, 2012). Kandampully, Jay. Service Management: The New Paradigm in Retailing. New York: Springer Science + Business Media, LLC, 2012. Manjavu, Nyanisa. AN ANALYSIS OF CUSTOMER SERVICE. Journal of Srevice Marketing, 2004: 1,6-7. Martinez, Mario, Miguel Borja, and Juan Jimenez. Yield Management as a Pricing Mechanism. The Review of Business Information Systems, 2011: 51-59. Pallmer, Adrian. Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, 2010: 196-208. Payne, Adrian, and Pennie Frow. A Strategic Framework for Customer Relationship Management. Journal of Marketing, 2005: 167-176. Ruppel, Jim. Customer Service Commitment. Dallas, 2012. Skytrax. http://www. airlinequality. com/Forum/emrts. htm (accessed November 13, 2012). The Emirates Group. http://www. th eemiratesgroup. com/english/our-company/awards-accolades. aspx (accessed November 3, 2012). Venkat, Ramesh. Journal of Revenue and Pricing Management. 007. http://www. palgrave-journals. com/rpm/journal/v6/n4/abs/5160104a. html (accessed November 3, 2012). Voneche, Fredric. Yield Management in the Airline Industry. Journal of services Marketing , 2005: 1-6. Winston, Beth. eHow. http://www. ehow. com/list_6697064_key-factors-customer-service. html (accessed November 13, 2012). Appendix Appendix 1 – Customer Reviews [ (Skytrax n. d. ) ] * E. Cherfane Dubai-Beirut-Dubai in business class. Very impressive as the crew were attentive, I was escorted to my seat and informed of the seat facility and the service. Entertainment system is excellent with plenty of choices. Will be flying them again this month to Bangkok. * Janet Farnaby On arrival at Melbourne airport we found our flight to London Heathrow via Singapore had been cancelled. Emirates staff could not have been more helpful. We were re-routed via Sydney/Dubai to Heathrow with an overnight stay at the Sheraton with meals and transfers provided. Upgraded to Business Class and received excellent meals. Dubai to London was back to economy, but we were given the seats next to the exit and again felt cared for. A great experience with excellent service both on the ground and in the air. A great selection of in-flight entertainment made long flights more agreeable. * Per Norlander We had a return flight from Bangkok to Hong Kong and the BKK-HKG flight was the best flight. Very good staff, attentive service, good recommendation of wine with the food. The bar at the back of the A380 was a really great experience. Again very nice and service minded staff. * S. Brent Flew SYD to Dubai, Dubai to Casablanca, return. Unimpressed with service, staff was barely civil, food was ordinary. My friend even had to take her own meal tray back to the galley! * S. Anand AMS-DBX-MAA-DBX-AMS. Upgraded to business class on DBX-MAA-DBX segments. Service on board all flights substandard. It appears that being warm and welcoming is an effort for cabin crew. Food on all segments of poor quality (even business class segments). Food portions are small on the long haul AMS-DBX-AMS segment. The seats are comfortable be it business or economy. Chose Emirates because of low ticket price and decent reputation for service. However I would rather pay more money and fly someone else.