The relationship between employees job satisfaction and customer satisfaction in service business

The relationship between employees job satisfaction and customer satisfaction in service business Abstract This study is conducted within the bank of America and is aimed at showing the relationship between employee satisfaction and customer satisfaction in the banking industry.Advertising We will write a custom proposal sample on The relationship between employees job satisfaction and customer satisfaction in service business specifically for you for only $16.05 $11/page Learn More The study is necessitated by the realization that customer satisfaction is determined by the perceptions the customers have on the nature and the quality of services offered. Since the study focuses on the correlation between employee satisfaction and customer satisfaction at a specific point in time, a cross sectional study design is chosen. 104 participants will be targeted for this study, 53 of which will be employees of the bank of America. Data will be mostly collected through written interviews. However provision for oral interview will be available especially for corpo rate clients who may be too busy to fill in written interviews. Seven aspects of job satisfaction will be measured and correlated with five categories of customer satisfaction. The study concludes that customer satisfaction is directly influenced by employee satisfaction. A number of factors interplay in this relationship. These include job security, work load, motivation, and employee empowerment, among others. Introduction Management experts believe that business success is attained through offering quality service to customers. However, not many of these experts link quality service with the level of employees’ satisfaction. Suffice to state that the service industry is seen as one of the key sectors of growth in any economy. As such, proper management of the service industry is needed to ensure that the value of service offered does not compromise customer expectations. This is because, negative customer perceptions about the nature and the quality of service offered is d etrimental to business growth. This suggests that customers’ perceptions about service quality are directly proportional to the business success achievable.Advertising Looking for proposal on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More There a number of characteristics unique to the service industry. Employees in the service industry put in more hours while serving numerous customers, most of whom have complicated needs. This usually makes the job of customer service providers very cumbersome. As a result, Yagil (2006) explains that service providers are most likely to be fatigued and burned out. Such burn out has a direct influence on the quality of service offered. In a survey conducted by Burke, Graham and Smith (2005), it is found out that customer service is a psychological intercreative human experience. This implies that service provision is relational, face to face, and has got nothing to do w ith the products that the service provider offers. A good intercreative environment thus improves the perception of the customer on the quality of service offered. As such, two major conclusions can be made from the assertion above: perception plays a vital role in determining the nature of service quality; customer service provision is a psycho social activity. Burke et al. (2005) conclude that service provision has to be offered appropriately; otherwise the customer is dissatisfied. This leads to loss of business. This assertion is confirmed in a study conducted within the Indian mobile phone industry by Sathish, Santhosh, Naveen and Jeevanantham (2011). In this study, it is evident that one of the major reasons why consumers of Indian mobile phone services switch providers is poor quality of service offered. Therefore, customer satisfaction is directly connected to nature of service offered. The level of employees’ satisfaction varies and can be attributed to a number of f actors. These include poor salaries, employee attrition, work load issues as well as employee empowerment (Bull 2005; Yagil 2006). Yagil (2006) and Burke et al. (2005) add that the perception of the customer on the quality of service is directly connected to employees’ satisfaction. These factors, coupled with employee burn out determine the kind of behavior exhibited by employees within the customer service industry. As a result, service providers portray loss of enthusiasm and positive regard for their jobs, lack of concern for clients’ needs, both emotional and physical exhaustion among other behaviors (Yagil 2006).Advertising We will write a custom proposal sample on The relationship between employees job satisfaction and customer satisfaction in service business specifically for you for only $16.05 $11/page Learn More During the cause of service provision, if employees portray negative attitudes and behaviors towards the customer, the cus tomers’ level of satisfaction with service quality decreases. This assertion can be attributed to the fact that social behavior is determined by the perceptions about the underlying motives and the prevailing environment, within which service is offered (Yagil 2006). As such, the perception of the customer regarding the quality of service offered is influenced by the behavior and attitude portrayed by employees. The studies above suggest a complex relationship between customer satisfaction, employee behavior and the quality of service offered. Customer satisfaction determined by customers’ perception on the quality of service offered. Employees’ conduct is determined by how the customers perceive value of service offered. The perception of the customer is influenced by the level of job satisfaction. As mentioned above, previous studies reveal that employee satisfaction is directly related to customer’s perception on service quality. As such, it is imperat ive to conclude that there is relationship between employees’ job satisfaction and customer perception of service quality which affects the overall satisfaction in the service business. While previous studies focused on hotel, teaching and telephone industries, there does not exist any study that focuses on the relationship between employee satisfaction and customer satisfaction within the banking sector. As such this study seems relevant. The purpose of this study is to test hypothesis that the there is a relationship between employee satisfaction and customer satisfaction and perceived service quality. As such, the following questions seem relevant for this study: Do customers report higher satisfaction with service quality when employees indicate higher levels of work satisfactions? What aspects of job satisfaction that directly effect employees’ morale and behavior and how it effects customer satisfaction? To supply answers to this questions, the cross sectional study design has been chosen. Data for this study will be collected, separately, from employees and customers of Bank of America New York branch.Advertising Looking for proposal on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Since previous studies show that customer satisfaction is dependent on perceptions about employees’ job satisfaction, for the purpose of this study, employee satisfaction is the independent variable and customer’s satisfaction is the depended variable. The bank of America was chosen because of the high number of customers served by the bank as well as high number of employee within the bank. As such, the banks employees and customers will provide sufficient sources of data for this study. Methodology This study targets both the employees and customers at the bank of America’s New York branch. The branch is chosen due to its central location as well as due to the fact that its serves a large clientele base. The study targets both individual and corporate customers, who will be observed at a particular point in time. A total number of 104 customers will be targeted. The number 104 has been chosen not because it has any special meaning in relation to the study but since it is manageable, and will also allow the researcher to collect as much data as possible. The target population will be divided into 53 employees and 51 customers. Out of the 51 customers, 17 corporate will be targeted. All the employees targeted for this study will be from departments that deal directly with the customers. As such, employees from the customer relations desk, tellers, loan clerks, information officers among other will be provide valid data for this study. As explained above, the numbers chosen for this study have no special meaning in relation to the topic of the study. However, odd numbers are chosen for the sake of tallying. Since the researcher targets all types of clients and employees at a particular point ion time, a cross sectional study design seems relevant for this study. According to Rose and Barker (1997), a cross sectional study targets a subset of the entire population with the aim of providing data that can be used to formulate generalized assum ptions regarding the entire population. It is also imperative to mention that the study is based on observations made, whose results are related to the employee satisfaction (independent variable for this study) and customer satisfaction (dependent variable for this study). As Rose and Barker (1997) further explain, studies which evaluate the relationships between variables and seek to establish pattern are descriptive in nature. As such, this study is descriptive. Participants As explained previously, the study targets 104 participants. The participant will be selected from both the employees and customers of the bank of America. In total 53 employees and 51 customers (both corporate and individual) will be targeted. Since the researcher aims at targeting all types of clients, 17 out of the 53 customers will be corporate. Employees targeted will vary in terms of age, race, job description and gender. To ensure that equity is achieved, the study will identify employees for participa tion as follows. 25 women and 28 men will be identified from all departments especially those that deal with customers directly. The researcher will also identify at least 2 employees from each of the major races, namely Hispanics, Caucasians, blacks and Asians. It is imperative to get the perception of job satisfaction form employees in different age groups. As such, the age criterion for participant has been identified as follows. 25 years and below 26 to 35 years 36 to 45 years 46 to 55 years 55 years and above 51 customers are targeted for this study. Due to the complex nature of the customers, written and oral interviews have been identified as the suitable methods of data collection. Alternatively phone interviews will be used for corporate clients who may not be available during the time of the interview. Procedure Due to time, convenience and logistic constraints, it will be impossible contact each of the employees physically for a face to face interview. As such, written questionnaires are the preferred research tools for employees. As such each of the employees targeted will be requested to fill in a questionnaire separately. Emphasis will be made on providing responses to all questions. Data from employees will be correlated with data derived from the customers. Data which will be used to determine the level of job satisfaction will be derived from employees. To determine the level of job satisfaction, several aspects will be measured. These aspects are: job security, career future, financial rewards, work load, work appeal, leadership and direction. To address each of these issues, the questionnaire includes a table which employees will fill in their perceptions about each of the aspects The purpose of targeting customers is to measure the level customer satisfaction. As such customer satisfaction will be measured using a survey consisting of 22 questions based on the SERVQUAL scale that cover the 5 categories of service quality: reliability, res ponsiveness, assurance, empathy and tangibility. According to Yeck, Morales, Ladhari and Pons (2002) SERVQUAL is the only method which can accurately measure customer service by comparing the expectations of the customer about customer service and the real customer service experience. Therefore, based on Yeck et al.’s (2002) assertions, it is justifiable to use SERVQUAL to analyze findings on customer service in this study The procedure implies that there are two sets of data to be collected for this study. After collection of the two sets of data, an analysis will be done. The criterion for analysis is to compare the live of employee satisfaction and the correlating customer satisfaction. Hypothetical results It is expected that the study will reveal that customer service is determined by customers’ perception about the quality of service offered. It is expected that the study will correlate financial rewards (salaries and other financial benefits) with job satisfacti on aspects. Furthermore, the work load as well as work schedule are expected to portray a significant influence in the employee satisfaction and the overall effect on the customers’ perceptions. Furthermore, employee attrition, work load and labor issues will show a direct influence on employees’ satisfaction. Since, it is assumed that employees of the Bank of America will portray a level of dissatisfaction with their work; the study hopes to find a direct relationship between notable employees’ dissatisfaction with work and the perceptions of customer on the quality of service offered by the bank. The researcher expects to find that employee dissatisfaction directly affects the job morale, and as such the customer perceives low morale with employee dissatisfaction. In this case the researcher hopes that the customer will cite low morale as one of the indicators of job dissatisfaction. Furthermore, the researcher hopes to find data which proves that the customer equates low morale with poor customer service. Within the course of the study, the researcher expects to find a significant level of employees’ satisfaction. This is expected to show correlation with how customer perception on the quality of service rendered to them. As such, the study will find out that in those areas that employee exhibit a high degree of satisfaction, similar degree of employee satisfaction will be noticed. One of the key indicators of employees’ satisfaction with the job is proper remuneration as well as positive perceptions by the customer about the quality of service offered. In this study it is expected that properly paid employees exhibit a high degree of job satisfaction. The study is also expected to expose the fact that positive customer perceptions about the quality of service offered to have a direct relationship with the level of employee satisfaction. As explained earlier, the customers’ perception about the quality of service of fered is founded on the perceptions the customers have about the employee job satisfaction. In this study, it is expected that the researcher expects to identify the speed at which employees offer service, employees’ knowledge about products ad services as well as employees’ willingness to assist customers as having a significant influence on how customers perceive the quality of service. Furthermore, the ability of employees to identify particular needs of each customer, the ability of employees to make the customers feel appreciated as well as confidence portrayed by employees influence customers perception on the quality of service offered. Additionally, both verbal and non verbal communication skills including neatness, dress mode, smiling, use of polite and courteous language, direct eye contacts, among others, as having a directly influence on how customers perceive customer service. Overall, the researcher expects to find out the following correlation between em ployee job satisfaction and the perceptions about the quality of service offered by the bank. In those services which employees exhibited behavior that portrayed them as highly satisfied with their jobs, then customer will be satisfied with services offered in those areas. Conversely, on those areas that employees exhibited behavior that indicated to the customers that they were dissatisfied with their job, customers will equate this as poor customer service. If perception about job satisfaction outweighs perceptions about job dissatisfaction, this leads to increased customer satisfaction, and as such increased rate of customer retention. Discussion The hypothetical results above confirm the hypothesis that employees’ job satisfaction and customer perception of service quality affects the overall satisfaction in the service industry. From the hypothetical results above, it is evident that the quality of customer service is determined by the customer and not the service provid er. As such, this findings support Andreassen and Lindestad’s (1998) assertions that proper management of employees leads to increased employee satisfaction. In relation to this, the hypothetical findings will identify that there several aspects of human resource management, including proper remuneration, affect employee motivation and morale. Additionally, the results above affirm that, as explained by Ahmad, Ahmed, Nawaz and Ahmad (2011) that there are other factors which directly influence employee behavior. These include labor policy issues, work load among others, prolonged contact with customers, among others. These factors are expected to have an influence in the kind of behaviors exhibited by employees and the overall satisfaction with their job. As previously explained, Andreassen and Lindestad’s (1998) assert the need to improve human resource management practices by service industry players. In this regard, Ahmad et al. (2011) stipulates that giving full con trol to employees improves job satisfaction, since employees feel that they are in charge of their work. This corroborates Yagil’s (2006) assertion that empowerment means the process of gaining influence over events and outcomes of importance to an individual or group†. In this case, empowering employees significantly enables employees exert influence over customers. This is as a result of the findings that empowering employs directly influence the performance on the job. As such, the more empowered the employee is, the higher the performance on the job. Coupled with other factors mentioned above, such employees are able to meet the demand of the customers and as such this increases customer satisfaction. It can therefore be concluded that how employees behave determine perception on the nature and the quality of service offered by service providers. These conclusions can be validated through the findings explained above, which assert that there are a number of employee s’ behaviors which are directly related to employee job satisfaction. These behaviors are reflected as follows. The friendliness of employees towards the customers; if employees are friendly the customers perceives such employees as highly satisfied with their jobs. This creates a good relationship with the customers, effectively impressing the employees positively regarding the nature of customer service rendered (Andreassen and Lindestad 1998). Similar effects are realized if employees portray a commendable knowledge of products and services, the willingness of employees to assist the customers as well as the confidence portrayed by employees in handling customer relations issues. Two of the behavior mentioned previously results portray a significance influence on perception of customers regarding customer service. The ability of the employees to identify particular needs of each customer greatly enhances the relationships between the two parties. This creates an immediate positive perception about the nature of customer service. Furthermore, good communications skills by the employees are most like to make the customers feel appreciated, thus raising perception about good customer service. Additionally good communication skills are enhanced by non verbal skills such as neatness, smiling, among others. The discussion above shows that customer perception on the nature of customer service based on observable employee behavior. As such, these findings identify an area of interest of which service providers must consider. While human management issues especially those concerning empowerment and provision of tools and facilities to work are vital towards raising employees’ morale, the study also highlights the need to manage employee behavior. This can be attained through motivation and behavioral training. Furthermore, since this study is cross sectional in nature, it only answers the question of employee’s satisfaction and the relationship it has on customer service, at a particular point in time. This leaves other important questions answered. Such questions include the relationship between employee satisfaction and customer perception on customer service on long term basis. As such, there is need to study this complex relationship over a long period of time. Thus longitudinal studies seem relevant. In addition, this study cannot be used to make valid generalizations, since it is cross sectional in nature. Cross sectional studies are time limited and as such only target a small part of the population (Rose and Barker, 1997). While the data produced is valid, the results cannot used to make generalization about the relationship between customer satisfaction and perception about customer service in the entire service industry, since the target population cannot be used as a fair representation of the entire service industry. Conclusion It is evident that employees’ satisfaction bears heavily on customer percepti ons about customer service and the general satisfaction in the service industry. Despite the fact that there are a number of factors that influence the relationship, the nature customer satisfaction largely depends on the perception the customers have on employee satisfaction. Since customer form their perception based on observable employee behavior, service provider must be keen on the type of behavior exhibited by their employees. As such, other than proving that employees and customer satisfaction are related, the stud provide evidence needed for further action by service providers, especially on the need to train employees on behavior management. Furthermore, the study is cross sectional and as provides opportunities to conduct longitudinal research in future. References List Ahmad, Z., Ahmed, I., Nawaz, M. and Ahmad, Z. (2011). Job Satisfaction of Middle Level Managers in Pharmaceutical Industry of Pakistan Vol. Journal of Management Review, 1(1). Andreassen, T., and Lindestad , B. (1998), Consumer loyalty and complex services.  International Journal of Service Industry Management, 9 (1). Bull, F. (2005). The relationship between job satisfaction and organizational commitment amongst high school teachers in disadvantaged areas in the Western Cape. Web. Burke R., Graham J and Smith F. (2005). Putting the customer second. TQM Journal, 17(1). Rose, C. and Barker J. (1997). Case-control and cross-sectional studies. London: BMJ. Sathish, M., Santhosh, K., Kumar, K. Naveen, J. and.Jeevanantham, V. (2011). A study on consumer switching behavior in cellular service provider: a study with reference to Chennai. Far East Journal of Psychology and Business, 2(2). Yagil, D. (2006). The relationship of service provider power motivation, empowerment and burnout to customer satisfaction. Journal of Service Management, 17(3). Yeck, S., Morales, M., Ladhari, R., and Pons, F. (2002). 10 years of service quality measurement: reviewing the use of the SERVQUAL instrument. Cu adernos de Diffusion, 7(13).

Leonardo da Vinci, the Renaissance Man

Leonardo da Vinci, the Renaissance Man Leonardo da Vinci was born in 1452 in Vinci, Tuscany. He was the epitome of the term Renaissance man during the High Italian Renaissance. Any subject- and there were many- toward which he directed his insatiable curiosity, artistic talent, and keen scientific mind found itself dissected, improved upon and cataloged for posterity. Leonardo, truly, was a man before his time. Obstacles cannot crush me. Every obstacle yields to stern resolve. He who is fixed to a star does not change his mind.- Leonardo da Vinci Early Life Though illegitimate, Leonardo was taken in and raised by his father. A child of unearthly beauty, Leonardo showed precocious genius in math, music, and art. His greatest desire was to be apprenticed to a painter, a profession which was looked down upon at the time. Eventually, his father was worn down by the boys undeniable talent and took him to Florence to study painting, sculpting, and engineering under the great Andrea del Verrocchio. Leonardo quickly outstripped his master (though he continued to study with Verrocchio until around 1476) and was admitted to the Florence painters guild in 1472. Body of Work Leonardo spent about twenty years in the service of Lodovico Sforza, the Duke of Milan (who frequently neglected to pay Leonardo). His output during this period included two of his best-known paintings: The Madonna of the Rocks (1483-85) and the mural The Last Supper (1495-98). When Milan was seized by French troops in 1499, Leonardo returned to Florence. It was here that he painted one of the most famous portraits of all time, The Mona Lisa, more correctly known as La Gioconda (1503-06). Leonardo spent his later years moving between Florence, Rome, and France, working on a variety of projects. He lived long enough to be appreciated and well-paid, a rarity among artists. Throughout it all, he kept prodigious notebooks, in mirror writing, to keep track of his ideas, designs, and numerous sketches. Leonardo eventually settled in France, at the invitation of Francis I, an ardent admirer. He died on May 2, 1519, in the castle of Cloux, near Amboise, France.

Indonesia Market Essay Example | Topics and Well Written Essays - 2000 words

Indonesia Market - Essay Example ncial crisis through debt restructuring, the sale of some state-owned assets, the recapitalization of the commercial banking sector, the improved supervision of the capital market, and increased investments in public infrastructure. The gross domestic product grew by 4.5 per cent in 2003, 5.1 per cent in 2004, 5.6 per cent in 2005, 6.0 per cent in 2006, and 6.3 per cent in 2007. In 2006 the Indonesian government announced a package of policy reforms to improve its investment climate by means of strengthening investment services, harmonizing regional and central government regulations, and improving customs, excise and taxation services, among others. With moderate economic growth in recent years, domestic consumption has continued to account for nearly 2/3 of the GDP, followed by investment for more than l/5 and exports for l/10. With the targeted GDP growth of 6.6 per year up till 2009, the government expects to push Indonesia to recover thereafter to its pre-crisis annual average growth rates of close to 10 per cent.. Indonesia has been chosen as target export market for US soybeans in view of several factors. It has a big population of low and middle-income consumers who have traditionally depended on cheap soybean protein side-dish for nutrition; the countrys production of soybeans has accounted for less than 50 per cent of its consumption, and the price per ton of soybean imports from several producing countries have roughly doubled during the past several months. There is therefore an unfilled demand for this agricultural product which can be supplied through the produce from US farms, and even from partial sourcing from other South American countries to be subsequently exported. The soybean (scientific name Glycine max) is a leguminous plant known for its nutritious seeds which contain 40 per cent protein and 21 per cent oil. It is an important source of vegetable protein and oil for human (and animal) consumption as well as for industrial

Project MAnagment Essay Example | Topics and Well Written Essays - 2000 words

Project MAnagment - Essay Example This particular research takes into consideration the example of construction of a new house where the critical path can be determined such that delay in the completion of the total project can be avoided, thereby reflecting the benefits of the use of PERT in management of a project. Acknowledgements Table of Contents Serial No. Topic Page No. 1. Introduction 6 2. The Role of PERT in Project Management 7 2.1. Risk Factors in Projects and the Main Objective of PERT 7 3. Construction of New House Project: Use of PERT 8 3.1. PERT Technique in the Construction of a New House 9 4. Conclusion 13 References 14 List of Tables Serial No. Topic Page No. Table 1. The required tasks for construction of house 10 Table 2. Calculation of Earliest Start Times for all the activities of the project 12 List of Figures Serial No. Topic Page No. Figure 1. House Construction Network 9 Figure 2. PERT Diagram for the Construction of New House 11 List of Appendices Serial No. Topic Page No. Appendix A. PERT Diagram 15 1. Introduction: PERT or Program Evaluation and Review Technique is a technique for the management of any project work. ... The estimations of time durations used by PERT are probabilistic in nature. Thus specific time durations are not used by the technique. Optimistic estimates are used for the estimations of the durations, while pessimistic estimates are used for the activities of the project (Schwalbe 2010). The management of project holds significant importance since in large organizations or for larger project works, the tasks and activities of the project proves to be highly complex and hence need expertise for its timely completion. It is for this reason that highly qualified project managers are hired for the management of projects. Such project managers are required to have the specific skills and competencies needed for the project to be undertaken (PM4DEV 2008). Examples of different projects may include construction of houses, factories, shopping malls, development of military systems, construction of oil pipelines, and so on (Russell and Taylor 2006). The present study focuses on an understa nding of how PERT is used in the management of a project considering the example of construction of a house. 2. The Role of PERT in Project Management: Projects such as the building of houses involve several complex activities and task that need to be accomplished, the tasks that are interrelated with each other. Thus one of the major objectives before initiating the tasks of a project includes scheduling the individual activities depending on specific time, as well as resources. This needs to be done such that the total project can be completed within the planned time, with minimum cost being allocated (Sharma 2006). For the use of PERT in management of projects, a weighted average of the estimated duration for each activity of the project needs to be calculated which is done

Learning in the Learning Organisation Essay Example | Topics and Well Written Essays - 2500 words

Learning in the Learning Organisation - Essay Example Generally speaking, learning organization is an organization which gives an opportunity to its employees to learn such skills that help them develop professionally. Organizations do help their employees to learn more as it adds value to the organization’s human resource and help the company to sustain its competitive advantage in the market. To be a learning organization is also important because of the change that now takes place very quickly in the market and it is incumbent for the organizations to keep track of these changes (Senge, 1994). Learning organizations Though many researches have been conducted on the area of learning organizations and to define the concept, but no definite definition has yet been provided. Some of the definitions given by some researchers are as under: According to Senge (1990), organizations which provide its employees an opportunity to develop their professional skills in order to achieve job targets more effectively are called learning organi zations. Moreover, such organization also allows its employees to think more creatively and innovative ideas are welcomed. Idea of a learning organization could not be instituted in an organization with out support of top management because it is always upper level management who decides the organizational mission and commands it to the whole organization. ... It’s important for any business to change itself according to the market needs and state its procedures parallel with the changing environment. Employees in learning organizations enhance their skills and abilities to keep pace with the changing needs of the business. Such organizations not only encourage learning at individual level but of organization as a whole. Moreover, results achieved from such learning is implemented to improve the organizational working and get better business results. For an organization it is also important to have such systems and procedures that help make it learning organization and keep it updated with the changes in external environment. An organization must adopt a learning approach towards its procedures and employees must get acquainted with the systems that are implemented to cope with the change. It is also important that such an environment is created in the organization which is flexible and allows employees to participate. Such a flexib le environment would help the workers to share their experiences and learning with each other. Moreover, employees must get self-development opportunities in order to enhance their professional skills at independent level and collaboratively participate in the progress of the organization (Smith, 1999). Pre-requisites of a learning organization For an organization to become a learning organization, there are some requirements that must be met. Senge (1990) has explained five major requirements which an organization must meet in order to be a learning organization. These pre-requisites are as under: 1. Shared Visions: It is important for an organization to have a shared vision because it gives a purpose for existence to an organization.

Coffee Benefits Essay Example for Free

Coffee Benefits Essay Introduction I.I believe there is something special in our little everyday moments, from that first wonderful sip of hot, milky coffee in the morning to those ten stolen minutes of me. II.Not only does coffee taste good, it can stimulate my mind to refresh and relax. III.Coffee stimulates your senses from its caffeine content which stimulates metabolism and supports mental alertness and concentration. IV.Coffee may hydrate you beside its advantage of relaxing. a.Because water is the main ingredient in a cup of coffee, it helps you work towards your daily water needs and is practically free of calories. V.Coffee refreshes you with its wealth of polyphenols. a.Polyphenols are nutrients that help maintain your body in good health over time. VI.Today I would share with you guys about the three major health benefits of coffee coffee and antioxidants, coffee and your mind and coffee and your body. (Transition: Let’s start with the coffee and antioxidants) Body I.Research has shown that a cup of coffee naturally comes with antioxidants, which are really good for you. a.Your body is constantly exposed to particles called free radicals. i.Particles which are caused by factors like exposure to ultraviolet radiation from the sun, environmental pollution, stress and smoking. b.Scientific studies suggest that free radicals can damage your body tissues, affect the ageing process and cause diseases like cataracts, cancer and cardiovascular diseases. c.Antioxidants in your body neutralize the free radicals and protect your body cells from damage. (Transition: Now that you know something about the coffee and antioxidants, let’s look at coffee and your mind) II.Many studies suggest that coffee drinking can improve overall ‘cognitive performance’. a.The cognitive performance which includes important mental skills like perception, attention, memory, problem solving and reaction or response abilities. b.There is some evidence to suggest potential benefits of coffee and caffeine in situations which require increased alertness e.g. night shifts and jet lag. (Transition: Now I have brief about the coffee and your mind. So let’s move to the last) III.Upping Your Physical Performance and weight management aid a.Increasing your capability and capacity for exercise. b.This means that you can keep going at a more intense pace, for a longer period and gain more from your workouts! c.Did you know that a plain black cup of coffee contains a very small amount of calories? i.In fact, coffee may be able to help maintain a healthy weight! Conclusion I.As we have seen, Coffee provides numerous health benefits which are contains antioxidants, improve cognitive performance and physical performance. II.Thus, the next time you drink a cup of coffee, just think of all its benefits! – â€Å"go beyond taste†. Bibliography Books S Rautiainen et al, 2012. Total antioxidant Capacity from Diet and Risk of Myocardial Infarction: A prospective Cohort of Women. The American Journal of Medicine, Volume 125. R Sinha et al, 2012. Caffeinated and decaffeinated and tea intakes and risk of colorectal cancer in a large prospective study. American Journal of Clinical Nutrition, Volume 96; 374-381. Article Sin CWM, et al (2008). Systematic review on the effectiveness of caffeine abstinence on the quality of sleep. J Clin Nursing; 18:13-21. Internet sources Coffee Health: From The Institute For Scientific Information On Coffee. â€Å"Cancer†. (27 Jan, 2012) Retrieved 26 Sept 2012 from http://www.coffeeandhealth.org/topics/cancer/ Coffee Health: From The Institute For Scientific Information On Coffee. â€Å"Mental Performance† . (2 Feb, 2012) retrieved 26 Sept 2012 from http://www.coffeeandhealth.org/topics/mental-performance/.

France and Great Birtains Political Systems Essay -- Politics Governm

France and Great Birtain's Political Systems INTRODUCTION I chose these two systems, which interest me for different reasons. The British system is one that has evolved over many centuries, with both small and large adjustments along the way to keep in on course. In contrast to this, the French model has changed dramatically on several occasions, and can rarely have been described as stable. However, in 1958 Charles de Gaulle made some brave changes to the constitution, which after being approved by the French public, set the scene for the classic semi-presidential system that we see today. Despite these opposing histories, there are many similarities between the two systems, which I intend to discuss. BRITAIN The United Kingdom is a democratic constitutional monarchy, with a system of government often known as the Westminster Model. It has been used as a model of governance in many countries, and undoubtedly indirectly inspired many more. Somewhat unusually, the constitution is unwritten, consisting of conventions along with statutory law and common law, which are collectively referred to as British constitutional law. The head of state and theoretical source of executive and legislative power in the UK is the British monarch, currently Queen Elizabeth II. In theory, the British sovereign can dissolve Parliament whenever they desire. They can in theory choose any British citizen to be Prime Minister, even if they are not a member of the House of Commons or House of Lords. Theoretically, the Sovereign possesses the ability to refrain from granting Royal Assent to a Bill from Parliament, in addition to being able to declare war and appoint ministers. In practice, the head of state is a largely ceremonial role, with powers restricted by convention. However, the monarch holds three essential rights, the right to be consulted, the right to advise and the right to warn. Also, as the position of head of state tends to be held for a longer period of time than that of Prime Minister, the monarch builds up lots of experience and wisdom which is at the disposal of the government. Thus the political head of the UK is the Prime Minister(PM), who must be supported by the House of Commons. The executive branch of the UK system is the Government (or more formally, Her Majesty’s Government). The monarch appoints (or in reality, approves) ... ...l Government This is another area that comparison to the UK bears fruit. Both countries are highly regionalised, with distinct languages and cultures differing from the main national identity. However, Britain has made great strides to offer representation to its regions, whereas France has traditionally been very highly centralised, with each of France's departments headed by a prefect appointed by the central government. The process of decentralisation in France is making progress, although very slowly. In 1982, the national government granted a wide range of administrative and fiscal powers to local elected officials. In March 1986, regional councils were directly elected for the first time. In March 2003, a constitutional revision has changed very significantly the legal framework and could lead to more decentralisation in the coming years. Bibliography Contemporary France: An Introduction to French Politics and Society ~Catherine Fieschi, et al France Since 1945 ~Robert Gildea The Globalization of World Politics ~John Baylis (Editor), Steve Smith (Editor) How Parliament Works ~Paul Silk, et al Longman Political Institutions in Europe ~ MÃ ©ny, Y et al France and Great Birtain's Political Systems Essay -- Politics Governm France and Great Birtain's Political Systems INTRODUCTION I chose these two systems, which interest me for different reasons. The British system is one that has evolved over many centuries, with both small and large adjustments along the way to keep in on course. In contrast to this, the French model has changed dramatically on several occasions, and can rarely have been described as stable. However, in 1958 Charles de Gaulle made some brave changes to the constitution, which after being approved by the French public, set the scene for the classic semi-presidential system that we see today. Despite these opposing histories, there are many similarities between the two systems, which I intend to discuss. BRITAIN The United Kingdom is a democratic constitutional monarchy, with a system of government often known as the Westminster Model. It has been used as a model of governance in many countries, and undoubtedly indirectly inspired many more. Somewhat unusually, the constitution is unwritten, consisting of conventions along with statutory law and common law, which are collectively referred to as British constitutional law. The head of state and theoretical source of executive and legislative power in the UK is the British monarch, currently Queen Elizabeth II. In theory, the British sovereign can dissolve Parliament whenever they desire. They can in theory choose any British citizen to be Prime Minister, even if they are not a member of the House of Commons or House of Lords. Theoretically, the Sovereign possesses the ability to refrain from granting Royal Assent to a Bill from Parliament, in addition to being able to declare war and appoint ministers. In practice, the head of state is a largely ceremonial role, with powers restricted by convention. However, the monarch holds three essential rights, the right to be consulted, the right to advise and the right to warn. Also, as the position of head of state tends to be held for a longer period of time than that of Prime Minister, the monarch builds up lots of experience and wisdom which is at the disposal of the government. Thus the political head of the UK is the Prime Minister(PM), who must be supported by the House of Commons. The executive branch of the UK system is the Government (or more formally, Her Majesty’s Government). The monarch appoints (or in reality, approves) ... ...l Government This is another area that comparison to the UK bears fruit. Both countries are highly regionalised, with distinct languages and cultures differing from the main national identity. However, Britain has made great strides to offer representation to its regions, whereas France has traditionally been very highly centralised, with each of France's departments headed by a prefect appointed by the central government. The process of decentralisation in France is making progress, although very slowly. In 1982, the national government granted a wide range of administrative and fiscal powers to local elected officials. In March 1986, regional councils were directly elected for the first time. In March 2003, a constitutional revision has changed very significantly the legal framework and could lead to more decentralisation in the coming years. Bibliography Contemporary France: An Introduction to French Politics and Society ~Catherine Fieschi, et al France Since 1945 ~Robert Gildea The Globalization of World Politics ~John Baylis (Editor), Steve Smith (Editor) How Parliament Works ~Paul Silk, et al Longman Political Institutions in Europe ~ MÃ ©ny, Y et al