Ethical Dilemma between U.S. and Iraq Research Paper

Ethical Dilemma between U.S. and Iraq - Research Paper Example Religion and ethics are two closely related subjects. This is more significant in Iraq, which is an Islamic nation as compared to US, which is multicultural and recognizes different religions. The US is a multicultural country and, therefore, the country and the religion are two separate entities. In Iraq, the religion plays a vast role in defining what is right or wrong among the members of the society. According to the Islamic religion, it is ethical to kill other people who are against the teachings of Islam or Kafir (Velasquez, Claire, and Thomas web). In addition, it is ethical and valuable to die while fighting for the religion. This is absurd in the United States, which considers the rules of democracy as the basis of ethics. In this case, a person has the right to choose their religion. However, U.S is against religious extremism. This is because practices such as jihad are against the rules of democracy. In addition, the US values the life of all individuals regardless of th eir religious or political affiliation. According the law, everyone has equal rights to live and, therefore nobody has the rights of terminating the life of another individual. In Iraq, it is ethical for women to be subject to men while in the United States men and women are equal despite their physiological differences. The Iraq society considers men superior to women. This indicates that men have certain rights that are not accorded to women. In Iraq, every woman is expected to have a male guardian for guidance. In this case, a guardian is a husband, brother or father. The guardian is expected to lead or direct the woman on important issues such as religion, marriage and ownership of property. In the United States, the issue of a male guardian for women has no basis. This is because all individuals are equal according to the law regardless of their gender, education or religious affiliations. This indicates that, women have equal chances of owning property, starting and managing b usiness and making marriage decisions as men do. This issue is a major source of ethical conflict between the two societies as each country considers the other as moving in the wrong direction. Since the US led invasion of Iraq and the overthrow of Sadam Hussein, the US and its western allies have been trying to establish the concept of democracy in the country. However, Iraq seems to be many miles away from achieving a democratic state. The numerous incidences of suicide bombers in the country are a clear indication that the US democratic intentions are not applicable in Iraq. Leadership is a major source of conflicts between the two countries and, it remains a controversial issue. It is an ethical requirement that all political leaders in United States should be elected through a free and fair electoral process that is supervised by states’ electoral commissions or authority (Badd 109). On the other hand, the Iraqis consider a leader to be someone of unique characteristics. In Iraq a good or competent leaders does not require being elected through a democratic election process but should have certain values and affiliations. It is therefore, right for the country to have a dictator such as Sadam Hussein provided he has desirable values and Islamic affiliations. In the US, upholding dictators is unacceptable. Issues of sexuality have also been a major source of

Influencing factors of consumer complaint behaviour in Malaysia

Influencing factors of consumer complaint behaviour in Malaysia INTRODUCTION If consumers experience dissatisfaction with products or services and are unable to obtain satisfaction from sellers or manufacturers, they may turn for help to a variety of consumer complaint agencies. Therefore, a third party can be the next step for consumers to improve their satisfaction if they still dissatisfied with the companys response. Few consumers actually complain directly to the manufacturer or service provider, so businesses may be unaware of consumer complaint actions (Day, Grabicke, Schaetzel, and Stauchbach, 1981; Stephens and Gwinner 1998). Franklin (1992) believes that consumer complaints is correlated with demands for more government regulation and intervention in the market place. From a managerial perspective, complaints represent potentially valuable information in guiding marketing strategy. Further, from a public policy perspective, complaints may aid the development and targeting of consumer protection and market regulatory programmes (Fornell and Westbrook , 1979). Hence, complaints can provide an alert to the distribution channel of the government regulation that needs correction in the business, and gives the company an opportunity to convince the customer to continue patronising their stores and buying their products. Thus, in the market place, effective complaint management must be a priority for every business, as the complaining behaviour provides companies with a chance to remedy the dissatisfaction and, ultimately, to retain loyal customers (Franklin, 1992; Davidow and Dacin, 1997). Balasubramaniam (1984) suggests that consumer protection may comprise polices and actions involving government intervention to ensure that all consumers obtain what they really want. The increasing demand for consumer protection is a modern phenomenon, and efforts are being made by governments to obtain greater enforcement from laws, however, these laws are not considered as particularly helpful to consumers for matters pertaining to trade descriptions (Financial services, housing, food, etc), door-to-door sales, distance selling, and safety of particular product; consumers should be provided more protection by statutes (Rachagan, 1998). Thus, several Asian countries, including Malaysia, Singapore, Brunei, Pakistan, Bangladesh, Indonesia and Papua-New Guinea, have enacted statutes specifically titled as Consumer Protection Acts/Codes for consumers to solve specific problems. Most research on consumer complaint behaviour is conducted in the U.S. (e.g. Bearden and Mason, 1984; Day, 198 4; Davidow and Dacin, 1997), Canada (e.g. Barnes and Kelloway, 1980; Lau and Ng, 2001), and European countries such as Norway (e.g. Gronhaug and Arndt, 1980), the Netherlands (Morel, Poiesz and Wilke, 1997) and the U.K. (Crosier and Erdogan, 2001). Based on the different cultural settings, complaint issues in Asian countries are insufficient (e.g. Phau and Sari, 2004; Keng, Richmond and Han, 1995; Lau and Ng, 2001). Thus, to understand complaint behaviour and consumer orientation in the marketing system of Asian consumers is extremely important for their survival. Based on previous studies, this report provides a basic framework for seeking redress to show the main determinant factors that influence the ultimate decision to complain to the firms, third party agencies and take court action through the intention variable. The purpose of this study is to investigate the motivation for seeking redress from the firms and the third party complaint process, especially from the Malaysian consumers perspective. LITERATURE REVIEW In fact, the intention can change over time based on the individuals provisional nature. Human behaviour can be considered under volitional control since the individual is prepared to exert maximum effort. Thus, intention can affect human actions, and the relation between intention and action can be seen as the goals and plans that guide behaviour (Ajzen, 1985). Singh (1988) proposes a two-stage strategy explaining that consumers usually engage in multiple complaint behaviour. The first step is consumer complaint intentions. He reports the unique dimensions that support consumer complaint behaviour responses due to the relative intensity of the different consumer complaint behaviour options (i.e. intentions). It should not simply be based on the behaviour that they did/did not engage in. In the second step, consumer complaint behaviour is explained as consumers taking action for their dissatisfaction for an independent situation. Kim, Kim, Im and Shin (2003) also argue that consumer complaint intention is an outcome of the consumers attitude perspectives, rather than complaint behaviour, as they noted that intention is much better predicted and explained by attitude than behaviour. Thus, complaint intention plays the mediating role to explain the consumers attitude and complaint action in this study. According to the previous studies, the current study attempts to investigate how the variables, such as the knowledge of consumer rights and consumer agencies, perception of business practices and responsiveness to complaints and the importance of the product, influence the complaint intention and complaint action. Knowledge of Consumer Rights and Consumer Agencies Referring to social behaviour, Ajzen (1985) suggests that information that is recognized by the individuals will ultimately influence their further behaviour; Ormrod (1999) proposes that reinforcement responses only increase while the learner is aware of the connection. Singh and Wilkes (1996) suggest that an individuals learning about mechanisms and options of complaining affect consumer complaint behaviour, such as knowledge of unfair practices, consumer rights, and complaint channels. Agbonifoh and Edoreh (1986) argue that market imperfections are one of the market factors that make consumers feel helpless when they face discontent. Hence, consumer protection is one of the reactions to change the consumers helplessness. Guiding the consumers to enjoy their rights and the awareness of the existence of regulations and provisions becomes important when they encounter frustration or depression about the dissatisfied products or services (Agbonfoh and Edoreh, 1986). Thus, awareness of consumers rights and consumer protection agencies is important for consumers making the decision to redress their dissatisfaction to firms or third party. Moyer (1985) found that complainers with relatively good information concerning their consumer rights and who are more aware of possible help from third parties are more active in seeking information and more likely to express their dissatisfaction to sellers. Day (1984) suggests that consumers knowledge about where to complain affects the consumers complaint behaviour. Based on Haefner and Leckenby (1975), and Tipper (1997), in the current study, knowledge of consumer rights and consumer agencies is defined as the individual awareness and understanding of consumer rights and consumer protection agencies in Malaysia. An individuals knowledge or information is the basis for influence on human behaviour (Ajzen, 1985). Day and Landon (1976) suggest that consumers who are less knowledgeable will rarely seek redress for their discontent with products or services. Moyer (1985) found that complainers who seek more information and have more interest in the consumer protection laws are more active in expressing their dissatisfaction to sellers. Tipper (1997) found that knowledge of consumer rights has a significant positive influence on third party redress. It can be viewed that American consumers with more knowledge about consumer rights are more inclined to utilize federal agencies and legal action as their third party redress options than other consumers. Ajzen (1985, 1991) suggests that intention can be used as a mediating variable between the information variable and specific action. Referring to the limited previous literature, the hypotheses on knowledge of consumer rights and consumer agencies wit h complaint behaviour can be stated as follows: Hypothesis 1a: Consumers with more knowledge of consumer rights and consumer agencies are more likely to have high complaint intention. Hypothesis 1b: Consumers with more knowledge of consumer rights and consumer agencies are more likely to take complaint action. Hypothesis 1c: Complaint intention will mediate the relationship between knowledge of consumer rights and consumer agencies and complaint action. Perception of Business Practices and Responsiveness to Complaint Keng, Richmond and Han (1995) determine that market factors should influence consumer complaint behaviour, such as a businesss reputation for quality and service, and the responsiveness of the business to complaints. Moyer (1985) found that complainers hold negative expectations concerning an organizations responsiveness to their complaints, they feel that third party actions are on behalf of the consumer. Granbois, Summers and Frazier (1977) delineate that consumers perception about a firms willingness to provide redress has the most significant correlation with complaint behaviour. Jacoby and Jaccard (1981) discuss that marketing channel factors affect consumer complaint behaviour. Richins (1982) points out that the efficacy of complaining and the retailers willingness to solve complaints can be a major factor in consumers complaint behaviour. If the customer responsiveness or firm-related failure from firms or business causes the individual dissatisfaction, consumers are more like ly to tell others about their unhappiness since they tend to perceive the firm to be at fault, and consumers may feel angry and desire to hurt the firms business (Lau and Ng, 2001). Crie (2003) suggests that buyers and sellers interaction frequency plays a part in the preference for verbal complaint action. Based on the previous literature review, the reputation of the business practice and the retailers willingness to address complaints causes consumers dissatisfaction and may influence the consumers complaint behaviour (Richins, 1982; Keng, et al., 1995; Phau and Sari, 2004; Lau and Ng, 2001; Crie, 2003; Liu and McClure, 2001; Weiser, 1995). In the current study, perception of business practices and responsiveness to complaints can be defined as the consumers perception about firms practices and firms responsiveness to their complaint (Keng, et al., 1995). To examine the complaint intention, Richins (1982) found that if consumers perceive that a business is willing to remedy the complaint they are more likely to make a complaint, they feel that complaining is worth the effort. Regarding predicting complaint action from business practices and responsiveness to complaints, Richins (1982) found that if complainers believe that business responsiveness is low, they are more likely to take complaint action. Phau and Sari (2004) found that Indonesian complainers have a negative perception concerning business practice and responsiveness to complaint. Referring to third party complaint actions, Tipper (1997) found that American consumers with a negative feeling about business practice and responsiveness to complaint are more likely to address their complaint to the Better Business Bureau, Consumer Agency, State Attorney Generals Office, Federal Agency and take legal action. Ajzen (1985, 1991) suggests that intention can be used as a mediating v ariable between the attitudinal (perceivable) variable and specific action. Thus, the hypothesis in this study proposes that: Hypothesis 2a: Consumers with a positive perception of business practice and responsiveness to complaint will be more likely to have high complaint intention. Hypothesis 2b: Consumers with a negative perception of business practice and responsiveness to complaint will be more likely to take complaint action. Hypothesis 2c: Complaint intention will mediate the relationship between the perception of business practice and responsiveness to complaint and complaint action. Importance of Product Generally, consumers tend to perceive that high quality products or services have a high price and if the quality of the product or service is below their expectation they will be discontent. Day (1977) suggests that the higher the price of the products or services, the higher the expectation will be performed, and luxury products can influence the consumers status. Keng, et al. (1995) define the consumers perception of the importance of the product as the price of the product, how socially visible the product is, and the durability and frequency of using the product, all of which may influence complaint behaviour. Therefore, the importance of the product can affect consumer complaint behaviour (Keng, et al., 1995; Phau and Sari, 2004). In the present study, the importance of the product can be defined as the price of product, used frequently, socially visible and used for a long period. Day (1977) found that if the actual performance of the product or service dilutes the consumers status, they will be more likely to make a complaint. Jacoby and Jaccard (1981) argue that consumers with higher information regarding their dissatisfaction are more likely to take complaint action. Phau and Sari (2004) found that products that reflect the consumers status, or are used frequently, or over a long period of time, and expensive unsatisfactory products, affect the consumers complaint action for Indonesian consumers. Keng, et al. (1995) found that if the price of the product is high, the more socially visible the product, or the quality of the product is defective, consumers are more likely to take complaint action. Ajzen (1985, 1991) suggests that intention can be used as a mediating variable between the attitudinal (perceivable) variable and specific action. Thus, the hypothesis is stated as the following in the current study: Hypothesis 3a: Consumers with a perception that the unsatisfactory product is expensive, is used frequently, seen by others and is used for a long period of time, are more likely to have high complaint intention. Hypothesis 3b: Consumers with a perception that the product is expensive, is used frequently, seen by others and is used for a long period of time, are more likely to take complaint action. Hypothesis 3c: Complaint intention will mediate the relationship between the importance of the product and complaint action. Complaint Intention and Complaint Action In both the TRA (Fishbein and Ajzen, 1975) and TPB (Ajzen, 1991) models, the intention construct is considered as the mediation role between the beliefs and the behaviour. Godin and Kok (1996) define the intention as the expressed motivation to perform some behaviour or achieve some goal (p. 94). Ajzen (1991) suggests that intention can be referred to the amount of effort a person exerts to engage in actual behaviour. Ajzen and Driver (1992) argue that intention can be assumed to capture the motivational factors that influence behaviour, it is indications of how hard people are willing to try, of how much of an effort they are planning to exert, in order to perform the behaviour (p. 208). Hence, the more an individual intends to carry out, the more likely he or she will do. Ajzen (2001) suggests that intention plays an important role in guiding human action and it can perform a goal-directed behaviour in a specific context (p. 47). Ajzen and Driver, (1992) suggest strong intentions of individuals to engage in behaviour or to achieve their behavioural goals. Hurbes and Ajzen (2001) found that intention contributes significantly and gives a positive prediction of hunting behaviour. Singh (1988) found that consumers with private and third party complaint intention are actually more engaged in private and third party actions. Richins (1982) also suggests that a propensity to complain is significantly related with actual behaviour. Therefore, the stronger intentions from consumers to engage in complaint actions, the more successful they are predicted. The proposition between complaint intention and complaint actions shows as following: Hypothesis 4: Consumers with a higher intention of seeking redress for complaining are more likely to take action on their complaints. In accordance with previous studies, this study prefers to treat each factor as separate concepts that can influence the consumers intention and actions in the research framework (see Figure 1). H3b H2b H1b H3a H2a H1a H4 H1c / H2c / H3c Importance Of Product Complaint Intention Complaint Action Perception on Business Practices and Responsiveness to complaint Knowledge of Consumer Rights and Consumer AgenciesFigure 1: The Research Framework METHODS OF THE STUDY The data in this research was collected by a survey involving self-administered questionnaires. The population and sample were Malaysian citizens residing in Kuala Lumpur, Peninsular Malaysia. To provide an adequate level of confidence, this present research used 700 as the target sample size. In order to capture this targeted sample size of respondents, 1,200 respondents in three shopping malls, the Tribunal for Consumer Claims in Kuala Lumpur and the National Consumer Complaints Centre were intercepted and requested to participate in the study from February 2007 to the end of April 2007. Finally, a total of 834 survey questionnaires were found to be usable in this study. The constructs used in the questionnaire were derived from previous research based on the literature review. The questionnaires were produced in three languages English, Chinese and Malay. The final research questionnaire consisted of four parts. The first part included 7 statements to measure the knowledge of consumer rights and consumer agencies variables, which were adapted from Haefner and Leckenby (1975), and Tipper (1997). A 7 point Likert-scale from 1 = very poor to 7 = excellent were used in this section. The next section concerned 10 statements on the respondents perception of business practice and responsiveness to the complaint variable, which were adopted from Kim, et al. (2003) and 4 statements on the importance of product variable, which were adopted from Phau and Sari (2004). Seven point Likert-scales from 1 = strongly disagree to 7 = strongly agree were used in the second part. Another 10 statements of the complaint actions that consumers intended to take were adopte d from Singh (1988). Seven point Likert-scales from 1 = very unlikely to 7 = very likely were used to measure the complaint intention variable in part three. The last part included 5 statements which measured the complaint actions that consumers had taken (Yes/No) by using the Guttman scale, this variable was adopted from Singh (1988). FINDINGS OF THE STUDY As discussed in the study of Garver and Mentzer (1999), the Structural Equation Model (SEM) is a powerful technique that combines the measurement model (confirmatory factor analysis) and the structural model (path analysis) into a simultaneous statistical test and provides a measurement theory and a structural theory (Hair, et al., 2006). In this report, the SEM was used as the main statistical analysis tool to purify the measurement items and AMOS 5.0 was used for testing the hypothesis relationship. Confirmatory Factor Analysis (CFA) According to Anderson and Gerbing (1988), and Hair, et al. (2006), the first assessment should be any structural model that exists with an acceptable goodness-of-fit. Thus, it could begin by fitting a CFA model that includes covariance between all pairs of latent factors. In this paper, the overall fit for the base measurement model were poor GFI=0.886, AGFI=0.861, TLI=0.873, CFI=0.884, RMSEA=0.057 and CMIN/DF=2.693. In order to improve the model fit indices, items PBR4, PBR7, KNLEG2, KNLEG3, and KNLEG4 were deleted from the base model due to the lower factor loading and high modification indices. After deletion, the overall fit for final the measurement model in the calibration sample was excellent, with GFI=0.928, AGFI=0.913, TLI=0.917, CFI=0.927, RMSEA=0.045 and CMIN/DF=2.693. Testing the Hypotheses Once an acceptable measurement model is available, the structural model evaluation should be able to start. The results of the structural model show that the model achieved a good level of fit, à Ã¢â‚¬ ¡2 = 902.067, à Ã¢â‚¬ ¡ 2 / df = 2.693, GFI = 0.928, AGFI = 0.913, TLI = 0.917, CFI = 0.927, RMSEA = 0.045. The result also reported that 13.6 per cent of the variance associated with complaint intention was accounted for by its three predictors: knowledge of consumer rights and consumer agencies, perception on business practices and responsiveness to complaint and importance of product. Accordingly, it was determined that 35.3 percent of the variation in complaint action was accounted for by its four predictors including complaint intention. Testing the Hypotheses on the Complaint Intention Examining the relationship between the independent variables and the complaint intention, Hypothesis 1a, (see Table 1) regarding the knowledge of consumer rights and consumer agencies on the complaint intention, was supported (P = 0.000, ÃŽÂ ² = 0.295). It explained that if consumers with more knowledge of consumer rights and consumer agencies, they would be more likely to make complaints. This result approved the suggestion from Day and Landon (1976). The result did not support Hypothesis 2a (see Table 1) about the perception on business practices and responsiveness to complaint (p = 0.370, ÃŽÂ ² = 0.039). This means that consumers perception on business practices and responsiveness to complaints has no significant relationship with the complaint intention. This result was consistent with the study of Halstead and Droge (1991). Referring to Hypothesis 3a (see Table 1), the results show that the importance of product significantly influences the complaint intention (p = 0.000; ÃŽÂ ² = 0.219). This result indicates that if consumers perceive that the product is expensive, is used frequently, is seen by others and is used for a long period of time, they are more likely to intend to make a complaint. This result is proved in the study of Day (1977). Table 1: Hypotheses Test on Complaint Intention ÃŽÂ ² S.E C.R. P Support H1a CI KNLEG 0.295 0.018 5.715 0.000* Yes H2a CI PBR 0.039 0.071 0.897 0.370 No H3a CI IP 0.219 0.032 3.429 0.000* Yes *: p Testing the Hypotheses on the Complaint Action To test the hypotheses on the complaint action, Hypothesis 1b (see Table 2), regarding the knowledge of consumer rights and consumer agencies on the complaint actions, was supported (p = 0.000, ÃŽÂ ² = 125). It could be explained that consumers with more knowledge of consumer rights and consumer agencies are more likely to take complaint action. Referring to hypothesis 2b (see Table 2), the perception on business practices and responsiveness to complaint showed a negative marginally influence on the complaint action due to p = 0.000, ÃŽÂ ² = -0.063. This result is consistent with the findings from Richins (1982) and Tipper (1997). It could be explained that Malaysian consumers with a negative feeling about business practice and responsiveness to complaint are more likely to take complaint action against the firms or the third party. Testing hypothesis 3b (see Table 2), the importance of product showed a negative significant relationship with complaint action to the firms or the third parties (p = 0.000, ÃŽÂ ² = -0.211). This result does not support the hypothesis due to the negative relationship between the importance of product and the complaint action. Regarding the relationship between complaint intention and complaint action, the results (see Table 2) support hypothesis 4 (p = 0.000; ÃŽÂ ² = 0.552). This means that once the complainers have a strong intention to seek redress, they will definitely take action to get further satisfaction on their dissatisfied products or services from the third parties or the businesses. These results confirm the suggestion of Ajzen (1985, 1991) and Singh (1988). Table 2: Hypothesis Test on Complaint Action ÃŽÂ ² S.E. C.R. P Support H1b CA KNLEG 0.125 0.008 2.980 0.003* Yes H2b CA PBR -0.063 0.029 -1.829 0.067m Yes H3b CA IP -0.211 0.012 -4.575 0.000* No H4 CA CI 0.552 0.041 6.883 0.000* Yes *: p m: marginally significant Testing Hypotheses on Mediating Effect A mediating effect is created when a third variable/construct intervenes between two other related constructs that explain how or why each predictor variable influences the criterion. Testing the mediation effects, Hair et al. (2006) suggest that if the indirect effect of the variable is higher than 0.08, it indicates a mediating effect. If the p-value of the independent variable and mediating variable, mediating variable and dependent variable, independent variable and dependent variable, are significant, partial mediation will be proved; if the p-values of the independent variable and mediating variable, mediating variable and dependent variable, are significant, full mediation will be proved. Table 3 shows the hypotheses on the mediation effect in this study. Regarding Hypothesis 1c, the finding in Table 3 shows that the indirect effect of the knowledge of consumer rights and complaint agencies on the complaint actions was 0.163, which was higher than 0.08, and the p-value for knowledge of consumer rights and consumer agencies and complaint intention, complaint intention and complaint action, knowledge of consumer rights and consumer agencies and complaint action were all significant. Thus, complaint intention fully mediated the relationship between the knowledge of consumer rights and consumer agencies and the complaint action. Following the same procedure, the indirect effect of the perception on business practices and responsiveness to complaint showed 0.022 ( Table 3: Direct and Indirect Effect on the Mediation Variable Direct Effect Indirect Effect Total Effect Hypothesis Supported Type of Mediation H1c: KNLEGà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA 0.125 0.163 0.288 Yes Partial Mediation H2c: PBRà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA -0.063 0.022 -0.041 No H3c: IPà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA -0.211 0.121 -0.090 Yes Full Mediation DISCUSSION AND IMPLICATIONS Most previous studies in the consumer complaint behaviour have focused on the two-group typology, which consists of complainers and non-complainers (Kim, Kim, Im and Shin, 2003, Keng, et al., 1995; Phau and Sari, 2004). This study offers a broader classification, which is consumers making complaints to the firms and third parties. The framework in the present paper has provided valuable information concerning the consumers motivation for seeking redress based on the consumers understanding of consumer rights and consumer protection, market factor and importance of product or services and level of dissatisfaction. Hopefully, the development of this model provides a basis for future research on exploring consumer complaint behaviour. Although a third party complaint agency is one approach to assist organizations handling the dissatisfaction with consumers together, it is unfortunate that many organizations never realize the importance of complaint handling. Consequently, for improving a complaint handling management programme, business, policy makers in governments and consumer organizations must understand how these factors influence complaint behaviour, and develop strategies for influencing variables and complaint behaviour as follows. According to the knowledge of consumer rights and consumer agencies, it contributed an important value to predict consumer complaint behaviour. The practical implication for policy makers in governments or consumer organisations is that they should provide more approaches to educate consumers about their rights and responsibilities as consumer education concerns the necessary skills, attitudes, knowledge and understanding to become an effective consumer (Brennan and Ritters, 2004). This education can help consumers to obtain the skills and knowledge needed to make adjustments to their choices and improve the consumers confidence to take action in their life. Thus, consumer education along with effective regulations and access to good quality advice and information from government or consumer organisations are essential components against the irresponsibility or unethical business in the marketplace. Referring to the market factor, the results show that consumers perception of business practice and responsiveness to complaints is not an important factor in examining the complaint action. Thus, as business managers and executives, they should realize the importance of complaint handling. Organizations can educate consumers by focusing the complaint process on removing the fear of confrontation and intimidation factors. Firms can offer some compensation to the disgruntled consumer and should not complain about the extra effort or cost involved, and consider each customer as a prospective buyer when they make a complaint. For consumers who perceive a higher cost of complaining when they are unable to contact the organization, the company can offer a generic booklet that is distributed to consumers explaining how to effectively get in touch with the organizations to increase consumer confidence and purchase intention (TARP, 1986). Businesses may encourage consumers to make a complain t by adopting strategies that shift the blame away from the consumers, such as by replacing the product or service with which they are dissatisfied for free. Therefore, the way of complaint handling can develop a good image for the firms and help enhance marketing effectiveness in the long run. Keng, Richmond and Han (1995) found that complainers are more likely to resort to complaint action if the price of the product is high or the quality of the product is defective than the non-complainers. This research found that consumers intended to making complaints if they feel dissatisfied with the product or the product was expensive, was used frequently, seen by others and was used for a long period of time. Thus, the firms should pay special attention to complaints concerning expensive durable products; the seller should be trained to handle complaints well, and the firm should not raise consumers

Theme of The Country of the Blind Essay -- H. G. Wells

H. G. Wells uses ethnocentrism as a strong device in the short story ‘The Country of the Blind’ to generate the central conflict and to convey the theme: the perils of that deadly combination of stubbornness and blindness. The people of the country of the blind have been isolated from the outside world for fifteen generations, making it hard for them to easily accept the truth and facts about the real world. An accidental fall while climbing a mountain leaves Nunez stuck in a valley, which turns out to be the country of the blind. Nunez, the seeing protagonist, after discovering the citizens are ‘blind’, expects this to be an adventure and eventually came up with an idea to be the king, since he can ‘see’. The idea of ruling the country of the blind evokes the ethnocentrism within Nunez and the blind people. Both, Nunez and the blind people refuse to accept new beliefs and values at first. But as compilations built up, Nunez accepts the way of life and traditions but not the beliefs. Nunez encounters the first ethnocentric conflict unexpectedly when the first three blind men ‘disc...

Health Care Communication

University of Phoenix Material Health Care Communication Methods The following assignment options provide the opportunity for you to explore communication methods for different kinds of health care scenarios. The assignment options also allow you to examine the effects of HIPAA and other regulations on health care communication. Select and complete one of the following assignments: Option 1: Nursing Home Administrator Option 2: Communications Coordinator Option 1: Nursing Home AdministratorRead the following scenario: * As the administrator of a local nursing home, you have just received notification that the organization is being purchased by a national group. Because of new policies to be implemented, many of the residents will be displaced. To make the situation more challenging, some of these residents have difficulty communicating, have no local family, and have not indicated that they approve the release of their medical information. Arrangements must be made for these individu als.Write a 1,050- to 1,400-word paper on the different types of communication methods for the health care organization described in the scenario. Include the following in your paper: The advantages and disadvantages of using traditional, electronic, and social media for health care communication The effects of HIPAA and other regulations on the use of these media for health care communication Cite a minimum of two sources, one from the University Library and the other from the course textbooks or Electronic Reserve Readings, to support your position.Format your paper consistent with APA guidelines. Option 2: Communications Coordinator Consider the following scenario: * You are the communications coordinator for a national drug manufacturer. Recently, there have been reports of significant negative effects caused by one of your medications that is used by a significant population. News reports have alleged that one of the individuals affected is a well-known public figure. You are t asked with addressing the news reports and the general public regarding this situation.Write a 1,050- to 1,400-word paper on different types of communication methods for the health care organization described in the scenario. Include the following in your paper: The advantages and disadvantages of using traditional, electronic, and social media for health care communication The effects of HIPAA and other regulations on the use of these media for health care communication Cite a minimum of two sources, one from the University Library and the other from the course textbooks or Electronic Reserve Readings, to support your position. Format your paper consistent with APA guidelines. Health Care Communication The patient who is distrusting of their nurse will not be compliant or may not take part in self-care. Nurses communicate each day with patients and coworkers. Building effective communication skills in the healthcare industry can lead to optimal outcomes. The first step to communication is to determine what the message to be conveyed is and put it in a logical order. Make the message brief. Choosing your words correctly will allow the receiver to understand what you are saying. Be considerate of the patient's education, cultural, knowledge base and level of understanding.When you begin to speak be sure that you have the attention of the receiver, at the end of the conversation get feedback to ensure that your message was conveyed correctly. This paper will discuss the definition of health care communication, the relevancy of effective personal healthcare communication with other health care professionals and patients, relevancy of effective healthcare communication to health outcome s, and how the lack of effective personal and professional healthcare communications contributes to poor health outcomes. Healthcare communication can be defined as when an individual seeks information n health related issues.According to Healthy People 2010, (n. D. , overview), â€Å"Health communication encompasses the study and use of communication strategies to inform and influence individual and community decisions that enhance health. â€Å"The dissemination of information can be done via public communication or in an organizational context. Public communication refers to, â€Å"presentations, speeches, and public addresses made by individuals on health-related topics†. (Morehouse, 1998, p. 4). Health communication in the organizational context refers to how administration or staff provides information in regard to healthcare.The use of communication for healthcare issues is important to many people in that it increases awareness of healthcare risks, benefits, availab ility and support systems. Public communication utilizes pamphlets, public service announcements, etc. , to alert persons to health issues which can â€Å"encourage healthy behaviors, create awareness, change attitudes, and motivate individuals to adopt recommended behaviors. â€Å"(Healthy people 2010, n. D. , overview). When communicating with patients the nurse needs to look at the overall picture of the patient. This is his or her values, beliefs, culture and knows the health literacy of the attain.The degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions. When a patient understands his or her disease process it helps that individual make the right decisions regarding their healthcare. A nurse who is able to understand a patient's values, culture, beliefs, and incorporate them into the patients care builds a sense of trust between the patient and nurse. Communicating wi th other healthcare professionals also requires effective healthcare communication.Some nurses may not know their role responsibilities. As a charge nurse on the floor you can explain to that nurse what her role is. The charge nurse will need to be accurate in the information she provides, consistent, reliable in that the content is correct and up to date. When positive, caring relationships establish between patients and caregiver, patients report a greater ability to cope effectively with their illness and greater compliance with health care regiments. â€Å"(Morehouse &Northouse, 1998, up. 79-80). Patients fear the unknown.Being in a hospital can be scary if they do not know what is happening to them. A nurse who speaks to a patient regarding his plan of care and shows empathy will give that patient a sense that he or she cares. A patient who understands his disease process will be able to make sound decisions, discuss treatment with family and cope with the situation. According to Williwaw, (2007), â€Å"There are five elements in the process of communication; the sender, the receiver, the message, the medium and internal and external static. â€Å"A problem with any of these elements can distort the meaning of what is trying to be conveyed.

Picasso Art

Washes away from the soul the dust of everyday life. † – Picasso I believe this statement to be completely true, and those who do not clearly misinterpret the true definition of art. Every individual has something that brings them comfort, whether that be painting, exercising, writing, or performing. These can all be considered acts of art, and by partaking in such activities you are truly purging yourself from the dust of everyday life. I don't paint, draw, write, or involve myself in anything that could be considered traditional art.There are however many seemingly insignificant things I do throughout the day that help maintain a positive state of mind. Actions that I do for myself to benefit only myself, personal art in a sense. I believe it is truly important to set time personal time aside in order to express yourself to yourself, thus maintaining the positive state of mind that is crucial to a productive lifestyle. If Macbeth had a burning passion for knitting inst ead of murder, our grade 1 g's would likely be studying a much more uplifting novel. Although everyone has a unique perception of art, true art plays a crucial role of each of our everyday lives.In fact many of us complete numerous works of art in a single day. Things that we may not perceive as traditional art but instead things that we feel an intense passion for and as a result partaking in these acts clear your mind, calm your emotions, and make you feel at ease. Take a look at our school community; we have athletes, artists, writers, musicians, and more all doing what they love, passions that wash away the dust of our everyday lives and give them the strength to persevere through the dullness of secondary school education. That is art in its truest form.