Customer Service Processes at Orbitz Essay - 955 Words

Customer Service Processes at Orbitz A Review of the Literature Lin Ze Total Quality BA4010 Professor Edward Ruppel October 3, 2012 Customer Service Processes at Orbitz A Review of the Literature Orbitz, which is headquartered in Chicago, Illinois, officially began doing business online in June 2001, and had originally been created in 1999 by five major airline companies-American, Continental, Delta, Northwest and Untied. What’s more, Orbitz is one of many Internet travel company websites that offer services to people who are researching and planning trips and vacations. Some of these services include booking flights, cruises and hotel rooms, and also reserving rental cars. Other services are provided as well,†¦show more content†¦In other words, good customer service is a source of competitive advantage. What aspects of Orbitz’s service processes led to Mr. Paton’s favorable service experience? After reading the case of â€Å"Customer Service Processes at Orbitz,† I catch eight aspects of Orbitz’s service processes which led to Mr. Paton’s favorable service experience as listed. The site’s low fares and easy-to-navigate interface. This is a good way to attract new customers. At the top of the page in large, easy-to-read type was a tab said â€Å"Customer Service.†When Paton clicked on the tab, he was surprised to find there were three options: an FAQ database, an e-mail link, and a toll-free number to call for help. There are three ways to contact Orbitz’s â€Å"Customer Service,† and bring convenience to customers. These facts show that Orbitz cares every customer who needs help. The customer service department is open seven days a week, twenty-four hours a day. Obviously, Orbitz does very well keeping in touch with customers if they need services, and does not any risks to lose customers. After entering his phone number, Paton was led through a surprisingly quick and easy voice mail navigation system that divided calls by type of inquiry. Since confused customers have no patience to wait on a long phone line, this kind of voice mail system is very helpful. A pleasant woman asked how she could help Paton,Show MoreRelatedâ€Å"Wyndham† Case Study Essay939 Words   |  4 Pagesfrom a customer service standpoint. Being still a relatively new program, the company was limiting its focus on analysis and thus conducted limited historical study and no collection of a typical demographic data like age, income etc. But while its impact on revenues was still small, it was a success in defining Wyndham’s brand. In order to keep and even extend this current competitive advantage over time, the company needs to leverage its growing membership base and better utilize customer serviceRead MoreIntro Marketing Essay1005 Words   |  5 Pages592-Case #1 5. A. Describe the environment, as viewed by Michael Porter’s model of competitive forces, that Valuejet was trying to compete in. consider competition, suppliers, customers, new entrants, substitute products? The five competitive forces that shape strategy are competition, suppliers, customers, new entrants, substitute products. Michael E. Porter demonstrates how the five competitive forces can be used in any industry. The results from all five forces not only look at the narrowRead MoreThe Growth Of Internet And Computer Technologies1290 Words   |  6 PagesANS: New technologies offer services and products that otherwise would be too difficult, costly, or time-consuming and the Internet allows traditional competitors to introduce new products and services and lure customers away. It helps a lot in cost saving. †¢ Wireless services helps market and sell the phone to promote its cell phone services. Other companies supply apps that consumers can purchase to extend the functionality of both the phone and the wireless service. †¢ High-speed data connectionsRead MoreJetblue Case Analysis1408 Words   |  6 Pagesbase. JetBlue – the Low Cost and High Customer Satisfaction Airline JetBlue’s growth in both financial and geographical areas has grown continuously despite of recent global economic challenges. One reason for an early success is JetBlue entered the market with a pretty large level of liquidity of any start-up airline. This way it was able to focus more on the market necessities like High Customer Service and Low Price. It met the needs of the customers whose primary concerns are price and routeRead MoreMarketing And Distribution Strategies Of Wyndham Worldwide1627 Words   |  7 PagesThe purpose of the report is to share the research that has been done with the marketing and distribution strategies of Wyndham Worldwide. The term distribution strategy relates to all plans necessary to make finished products available to target customers when where and how they want (Bayus, 2015). This report focuses on various components such as the external opportunities and threats, internal strengths and weaknesses, and assumptions. The report also contai ns information on the marketing strategiesRead MoreTravel Industry : International And Domestic Visitor Essay2224 Words   |  9 Pagesfirst global distribution system (GDS), a type of business-to-business product which allows airlines, hotels, cruise lines, etc., to communicate their products to travel agents, who can then sell it to consumers and perform the bookings of those services on the GDS. The introduction of GDSs was already a major step towards rationalization when it comes to efficiency, replacing the labor-intensive cards previously used for bookings with an automated, interconnected, and instantaneous method for makingRead MoreThe Revenue Management Systems : Hotel Operating System Essay2571 Words   |  11 Pagescloud technology and offer their software to customers using software as a service model. In a competitive market, where customers are demanding and there are hotels to choose from for accommodation, it becomes significant from the hotelier’s point of view to make an impression which can attract the customers. Occupancy of the hotel defines the achievement of the hotel business and looking at this the hotels need to device a system that could help the customers to book their reservation well in advanceRead MoreHow Much Are Your Google Searches Worth?1890 Words   |  8 Pagesbrokering companies have the access to this superfluous amount of data. A major concern is how this information is being used to target sales on specific types of users. The online travel agency Orbitz has found that Apple users are willing to spend approximately 30% more than PC users. As a result, Orbitz displays different travel options that are slightly more expensive to Apple users1. This example may be seen as a simple use of strategic advertisement, but introduces the concept of discriminatingRead MoreMgt 450 - Week 5 Final Paper4034 Words   |  17 Pagestourism industry, reducing customer reliance on third-party booking companies, and improving employee satisfaction. Dollar Thrifty Automotive Group, Inc. (DTAG) is an organization whose primarily focus is engaging in the business of renting vehicles to business and leisure customers through company-owned and franchised facilities. The companys rental facilities are mostly located in popular airport locations across the globe. In the car rental industry, price and service are the dominating factorsRead MoreSouthwest Airlines Internal Analysis2342 Words   |  10 Pages39 consecutive years (Mintzmyer, 2012). Southwest Airlines has capitalized on the company’s strength of being the top low cost carrier by offering a simple and efficient business plan that prides itself on customer service. Southwest utilizes only the Boeing 737 to streamline their processes, and utilizes their award winning Southwest.com to drive ticket sales. Southwest has begun to capitalize on future market opportunities by purchasing AirTran airways and is now capable of not only domestic

The Management Function of Directing free essay sample

Module 4 Case: The Management Function of Directing Case Study Assignment Expectations: After reading the article, please respond to the following questions. 1) Briefly summarize the article. 2) Define and discuss the directing function of management. 3) Based upon the information in the article, what are some examples of how you would use this management function? Compare that to some actual examples from the article. How do they differ? 4) What might be the result of this re-engineering initiative if the directing isnt managed well? Conversely, what are the potential outcomes if it is? Briefly summarize the article. The article â€Å"Business process re-engineering in healthcare management: a case study†, was very informative and in some aspects argumentative. It explains how they were attempting to implement certain changes to hospitals and clinics. These changes will ultimately benefit the patient/customer, as well as, the hospital itself as a business. The primary challenge was that Doctors, Nurses, and administrators were reluctant to changes in their workplace. We will write a custom essay sample on The Management Function of Directing or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page That is where the argument of Hospital vs. Business comes in. The administrators see the Hospital as a place of business, while the Doctors and nurses see it as a place to care for the ill. Fact of the matter is that you cannot simply have one without the other. Hospitals have ill patients who need treatment and care – treatment and care cost money. In this article, â€Å"business process re-engineering’s approach is used in order to improve the service quality and the efficiency in the surgical ward of a hospital†. Define and discuss the directing function of management. Directing is â€Å"a basic management function that includes building an effective work climate and creating opportunity for motivation, supervising, scheduling, and disciplining†. (Business Dictionary). Directing refers to how to supervise and motivate people to do their best – i. e. factors that make workers happy and productive. Motivated workers come from being treated righteous and being paid fair wages. Directing is one of the important functions of management. It consists of elements such as issuing orders, continuous training activities, and motivation of subordinates, maintaining discipline and rewarding those who perform properly. One of the elements of directing is the issuing of orders and instructions by the superiors to the subordinates for getting the work done in the desired manner. Another important element of direction is guiding the subordinates. The subordinates have to be guided to the proper method of work. Supervision follows: it implies overseeing the work of subordinates to ensure that the performance of the subordinates conforms to plans and contributes to the attainment of the organizational goal. Finally, there is communications it is the core of direction. It is through the communication network that a manager instructs his subordinates as to what they should do and how they should do it. Based upon the information in the article, what are some examples of how you would use this management function? Compare that to some actual examples from the article. How do they differ? I would direct personnel in the appropriate fashion. First, I would begin by communicating with them and explaining the goal at hand. With communication, I am also educating them in the upcoming tasks. People do not like being left in the dark. They want to feel like they are part of the team and part of the contribution. With simple communication and education, one would be able to direct effectively and efficiently. Compared to some actual examples of the article, our views of directing are different. In the article, they direct and inform the head physician, Doctors, and nurses. While I agree that the function of directing is communicating and delegating to one’s personnel, it should not be limited to certain titles or job roles. As I have stated before, everyone appreciates being informed in the matter of reaching a goal. In the article, it clearly limited the directing function amongst managers themselves. What might be the result of this re-engineering initiative if the directing isnt managed well? Conversely, what are the potential outcomes if it is? The result of this re-engineering initiative would be catastrophic is the directing is not managed well. Workers need a sense of direction in order to properly complete their tasks. Directing individuals gives them a sense of guidance and purpose. If the directing is not managed well, one would encounter poor work performance, deadlines not being met, budgeting conflicts, and goals not accomplished. In a sense, it would be as if one would instruct a blind man to walk a path without proper instructions. Eventually, the blind man would either fall or hit a wall. Some may see potential outcomes conversely; however, I do not. I do not see how re-engineering any business would have a positive outcome without effectively directing.

Types of Fallacies Essay Example

Types of Fallacies Essay FALLACIES OF RELEVANCE 1. Appeal to Force If you suppose that terrorizing your opponent is giving him a reason for believing that you are correct, then you are using a scare tactic and reasoning fallaciously. Example: David: My father owns the department store that gives your newspaper fifteen percent of all its advertising revenue, so I’m sure you won’t want to publish any story of my arrest for spray painting the college. Newspaper editor: Yes, David, I see your point. The story really isn’t newsworthy. David has given the editor a financial reason not to publish, but he has not given a relevant reason why the story is not newsworthy. David’s tactics are scaring the editor, but it’s the editor who commits the scare tactic fallacy, not David. David has merely used a scare tactic. This fallacy’s name emphasizes the cause of the fallacy rather than the error itself. 2. Appeal to Pity You commit the fallacy of appeal to emotions when someone’s appeal to you to accept their claim is accepted merely because the appeal arouses your feelings of anger, fear, grief, love, outrage, pity, pride, sexuality, sympathy, relief, and so forth. We will write a custom essay sample on Types of Fallacies specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Types of Fallacies specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Types of Fallacies specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Example of appeal to relief from grief: [The speaker knows he is talking to an aggrieved person whose house is worth much more than $100,000. ] You had a great job and didn’t deserve to lose it. I wish I could help somehow. I do have one idea. Now your family needs financial security even more. You need cash. I can help you. Here is a check for $100,000. Just sign this standard sales agreement, and we can skip the realtors and all the headaches they would create at this critical time in your life. There is nothing wrong with using emotions when you argue, but it’s a mistake to use emotions as the key premises or as tools to downplay relevant information. Regarding the fallacy of  appeal to pity, it is proper to pity people who have had misfortunes, but if as the person’s history instructor you accept Max’s claim that he earned an A on the history quiz because he broke his wrist while playing in your college’s last basketball game, then you’ve committed the fallacy of  appeal to pity. *Appeal to Snobbery 3. Ad Hominem You commit this fallacy if you make an irrelevant attack on the arguer and suggest that this attack undermines the argument itself. It is a form of the  Genetic Fallacy. Example: What she says about Johannes Kepler’s astronomy of the 1600? s must be just so much garbage. Do you realize she’s only fourteen years old? This attack may undermine the arguer’s credibility as a scientific authority, but it does not undermine her reasoning. That reasoning should stand or fall on the scientific evidence, not on the arguer’s age or anything else about her personally. If the fallacious reasoner points out irrelevant circumstances that the reasoner is in, the fallacy is a circumstantial ad hominem. Tu Quoque  and  Two Wrongs Make a Right  are other types of the ad hominem fallacy. The major difficulty with labeling a piece of reasoning as an ad hominem fallacy is deciding whether the personal attack is relevant. For example, attacks on a person for their actually immoral sexual conduct are irrelevant to the quality of their mathematical reasoning, but they are relevant to arguments promoting the person for a leadership position in the church. Unfortunately, many attacks are not so easy to classify, such as an attack pointing out that the candidate for church leadership, while in the tenth grade, intentionally tripped a fellow student and broke his collar bone. *Ad Hominem Circumstantial Guilt by association is a version of the  ad hominem  fallacy in which a person is said to be guilty of error because of the group he or she associates with. The fallacy occurs when we unfairly try to change the issue to be about the speaker’s circumstances rather than about the speaker’s actual argument. Also called â€Å"Ad Hominem, Circumstantial. Example: Secretary of State Dean Acheson is too soft on communism, as you can see by his inviting so many fuzzy-headed liberals to his White House cocktail parties. Has any evidence been presented here that Acheson’s actions are inappropriate in regards to communism? This sort of reasoning is an example of McCarthyism, the technique of smearing liberal Democrats that was so effectively used by the late Senator Joe McCarthy in the early 1950s. In fact, Acheson was strongly anti-communist and the architect of President Truman’s firm policy of containing Soviet power. 4. Appeal to the People If you suggest too strongly that someone’s claim or argument is correct simply because it’s what most everyone believes, then you’ve committed the fallacy of appeal to the people. Similarly, if you suggest too strongly that someone’s claim or argument is mistaken simply because it’s not what most everyone believes, then you’ve also committed the fallacy. Agreement with popular opinion is not necessarily a reliable sign of truth, and deviation from popular opinion is not necessarily a reliable sign of error, but if you assume it is and do so with enthusiasm, then you’re guilty of committing this fallacy. It is essentially the same as the fallacies of ad numerum, appeal to the gallery, appeal to the masses, argument from popularity, argumentum ad populum, common practice, mob appeal, past practice, peer pressure, traditional wisdom. The â€Å"too strongly† mentioned above is important in the description of the fallacy because what most everyone believes is, for that reason, somewhat likely to be true, all things considered. However, the fallacy occurs when this degree of support is overestimated. Example: You should turn to channel 6. It’s the most watched channel this year. This is fallacious because of its implicitly accepting the questionable premise that the most watched channel this year is, for that reason alone, the best channel for you. If you stress the idea of appealing to a  new  idea of the gallery, masses, mob, peers, people, and so forth, then it is a bandwagon fallacy. *Bandwagon If you suggest that someone’s claim is correct simply because it’s what most everyone is coming to believe, then you’re committing the bandwagon fallacy. Get up here with us on the wagon where the band is playing, and go where we go, and don’t think too much about the reasons. The Latin term for this fallacy of appeal to novelty is Argumentum ad Novitatem. Example: [Advertisement] More and more people are buying sports utility vehicles. Isn’t it time you bought one, too? [You commit the fallacy if you buy the vehicle solely because of this advertisement. ] Like its close cousin, the fallacy of appeal to the people, the bandwagon fallacy needs to be carefully distinguished from properly defending a claim by pointing out that many people have studied the claim and have come to a reasoned conclusion that it is correct. What most everyone believes is likely to be true, all things considered, and if one defends a claim on those grounds, this is not a fallacious inference. What is fallacious is to be swept up by the excitement of a new idea or new fad and to unquestionably give it too high a degree of your belief solely on the grounds of its new popularity, perhaps thinking simply that ‘new is better. ’ The key ingredient that is missing from a bandwagon fallacy is knowledge that an item is popular because of its high quality. Appeal to Past People (â€Å"You too†) 5. Accident We often arrive at a generalization but don’t or can’t list all the exceptions. When we reason with the generalization as if it has no exceptions, we commit the fallacy of accident. This fallacy is sometimes called the â€Å"fallacy of sweeping generalization. † Example: People should keep their promises, right? I loaned Dwayne my knife, and he said he’d return it. Now he is refusi ng to give it back, but I need it right now to slash up my neighbors who disrespected me. People should keep their promises, but there are exceptions to this generaliztion as in this case of the psychopath who wants Dwayne to keep his promise to return the knife. 6. Straw Man You commit the straw man fallacy whenever you attribute an easily refuted position to your opponent, one that the opponent wouldn’t endorse, and then proceed to attack the easily refuted position (the straw man) believing you have undermined the opponent’s actual position. If the misrepresentation is on purpose, then the straw man fallacy is caused by lying. Example (a debate before the city council): Opponent: Because of the killing and suffering of Indians that followed Columbus’s discovery of America, the City of Berkeley should declare that Columbus Day will no longer be observed in our city. Speaker: This is ridiculous, fellow members of the city council. It’s not true that everybody who ever came to America from another country somehow oppressed the Indians. I say we should continue to observe Columbus Day, and vote down this resolution that will make the City of Berkeley the laughing stock of the nation. The speaker has twisted what his opponent said; the opponent never said, nor even indirectly suggested, that everybody who ever came to America from another country somehow oppressed the Indians. The critical thinker will respond to the fallacy by saying, â€Å"Let’s get back to the original issue of whether we have a good reason to discontinue observing Columbus Day. † 7. Missing the Point The conclusion that is drawn is irrelevant to the premises; it misses the point. Example: In court, Thompson testifies that the defendant is a honorable person, who wouldn’t harm a flea. The defense attorney commits the fallacy by rising to say that Thompson’s testimony shows once again that his client was not near the murder scene. The testimony of Thompson may be relevant to a request for leniency, but it is irrelevant to any claim about the defendant not being near the murder scene. 8. Red Herring A red herring is a smelly fish that would distract even a bloodhound. It is also a digression that leads the reasoner off the track of considering only relevant information. Example: Will the new tax in Senate Bill 47 unfairly hurt business? One of the provisions of the bill is that the tax is higher for large employers (fifty or more employees) as opposed to small employers (six to forty-nine employees). To decide on the fairness of the bill, we must first determine whether employees who work for large employers have better working conditions than employees who work for small employers. Bringing up the issue of working conditions is the red herring. FALLACIES OF PRESUMPTION 9. Begging the Question A form of  circular reasoning  in which a conclusion is derived from premises that presuppose the conclusion. Normally, the point of good reasoning is to start out at one place and end up somewhere new, namely having reached the goal of increasing the degree of reasonable belief in the conclusion. The point is to make progress, but in cases of begging the question there is no progress. Example: â€Å"Women have rights,† said the Bullfighters Association president. â€Å"But women shouldn’t fight bulls because a bullfighter is and should be a man. † The president is saying basically that women shouldn’t fight bulls because women shouldn’t fight bulls. This reasoning isn’t making any progress. Insofar as the conclusion of a deductively valid argument is â€Å"contained† in the premises from which it is deduced, this containing might seem to be a case of presupposing, and thus any deductively valid argument might seem to be begging the question. It is still an open question among logicians as to why some deductively valid arguments are considered to be begging the question and others are not. Some logicians suggest that, in informal reasoning with a deductively valid argument, if the conclusion is psychologically new insofar as the premises are concerned, then the argument isn’t an example of the fallacy. Other logicians suggest that we need to look instead to surrounding circumstances, not to the psychology of the reasoner, in order to assess the quality of the argument. For example, we need to look to the reasons that the reasoner used to accept the premises. Was the premise justified on the basis of accepting the conclusion? A third group of logicians say that, in deciding whether the fallacy is committed, we need more. We must determine whether any premise that is key to deducing the conclusion is adopted rather blindly or instead is a reasonable assumption made by someone accepting their burden of proof. The premise would here be termed reasonable if the arguer could defend it independently of accepting the conclusion that is at issue. 10. Complex Question You commit this fallacy when you frame a question so that some controversial presupposition is made by the wording of the question. Example: [Reporters question] Mr. President: Are you going to continue your policy of wasting taxpayer’s money on missile defense? The question unfairly presumes the controversial claim that the policy really is a waste of money. The fallacy of complex question is a form of begging the question. 11. False Dichotomy A reasoner who unfairly presents too few choices and then implies that a choice must be made among this short menu of choices commits the false dilemma fallacy, as does the person who accepts this faulty reasoning. Example: I want to go to Scotland from London. I overheard McTaggart say there are two roads to Scotland from London: the high road and the low road. I expect the high road would be too risky because it’s through the hills and that means dangerous curves. But it’s raining now, so both roads are probably slippery. I don’t like either choice, but I guess I should take the low road and be safer. This would be fine reasoning is you were limited to only two roads, but you’ve falsely gotten yourself into a dilemma with such reasoning. There are many other ways to get to Scotland. Don’t limit yourself to these two choices. You can take other roads, or go by boat or train or airplane. The fallacy is called the â€Å"False Dichotomy Fallacy† when the unfair menu contains only two choices. Think of the unpleasant choice between the two as being a charging bull. By demanding other choices beyond those on the unfairly limited menu, you thereby â€Å"go between the horns† of the dilemma, and are not gored. 12. Suppressed Evidence Intentionally failing to use information suspected of being relevant and significant is committing the fallacy of suppressed evidence. This fallacy usually occurs when the information counts against one’s own conclusion. Perhaps the arguer is not mentioning that experts have recently objected to one of his premises. The fallacy is a kind of fallacy of  Selective Attention. Example: Buying the Cray Mac 11 computer for our company was the right thing to do. It meets our company’s needs; it runs the programs we want it to run; it will be delivered quickly; and it costs much less than what we had budgeted. This appears to be a good argument, but you’d change your assessment of the argument if you learned the speaker has intentionally suppressed the relevant evidence that the company’s Cray Mac 11 was purchased from his brother-in-law at a 30 percent higher price than it could have been purchased elsewhere, and if you learned that a recent unbiased analysis of ten comparable computers placed the Cray Mac 11 near the bottom of the list. FALLACIES OF WEAK INDUCTION 13. Appeal to Ignorance The fallacy of appeal to ignorance comes in two forms: (1) Not knowing that a certain statement is true is taken to be a proof that it is false. 2) Not knowing that a statement is false is taken to be a proof that it is true. The fallacy occurs in cases where absence of evidence is not good enough evidence of absence. The fallacy uses an unjustified attempt to shift the burden of proof. The fallacy is also called â€Å"Argument from Ignorance. † Example: Nobody has ever proved to me there’s a God, so I know there is no God. This kind of reasoning is generally fallacious. It would be proper reasoning only if the proof attempts were quite thorough, and it were the case that if God did exist, then there would be a discoverable proof of this. Another common example of the fallacy involves ignorance of a future event: People have been complaining about the danger of Xs ever since they were invented, but there’s never been any big problem with them, so there’s nothing to worry about. 14. Appeal to Unqualified Authority You appeal to authority if you back up your reasoning by saying that it is supported by what some authority says on the subject. Most reasoning of this kind is not fallacious, and much of our knowledge properly comes from listening to authorities. However, appealing to authority as a reason to believe something  is  fallacious whenever the authority appealed to is not really an authority in this particular subject, when the authority cannot be trusted to tell the truth, when authorities disagree on this subject (except for the occasional lone wolf), when the reasoner misquotes the authority, and so forth. Although spotting a fallacious appeal to authority often requires some background knowledge about the subject or the authority, in brief it can be said that it is fallacious to accept the words of a supposed authority when we should be suspicious of the authority’s words. Example: The moon is covered with dust because the president of our neighborhood association said so. This is a fallacious appeal to authority because, although the president is an authority on many neighborhood matters, you are given no reason to believe the president is an authority on the composition of the moon. It would be better to appeal to some astronomer or geologist. A TV commercial that gives you a testimonial from a famous film star who wears a Wilson watch and that suggests you, too, should wear that brand of watch is committing a fallacious appeal to authority. The film star is an authority on how to act, not on which watch is best for you. 15. Hasty Generalization A hasty generalization is a fallacy of  jumping to conclusions  in which the conclusion is a generalization. See also  Biased Statistics. Example: I’ve met two people in Nicaragua so far, and they were both nice to me. So, all people I will meet in Nicaragua will be nice to me. In any hasty generalization the key error is to overestimate the strength of an argument that is based on too small a sample for the implied confidence level or error margin. In this argument about Nicaragua, using the word â€Å"all† in the conclusion implies zero error margin. With zero error margin you’d need to sample every single person in Nicaragua, not just two people. 16. False Cause Improperly concluding that one thing is a cause of another. The Fallacy of Non Causa Pro Causa is another name for this fallacy. Its four principal kinds are the  Post Hoc Fallacy, the Fallacy of  Cum Hoc, Ergo Propter Hoc,  the  Regression  Fallacy, and the Fallacy of  Reversing Causation. Example: My psychic adviser says to expect bad things when Mars is aligned with Jupiter. Tomorrow Mars will be aligned with Jupiter. So, if a dog were to bite me tomorrow, it would be because of the alignment of Mars with Jupiter. 17. Slippery Slope Suppose someone claims that a first step (in a chain of causes and effects, or a chain of reasoning) will probably lead to a second step that in turn will probably lead to another step and so on until a final step ends in trouble. If the likelihood of the trouble occurring is exaggerated, the slippery slope fallacy is committed. Example: Mom: Those look like bags under your eyes. Are you getting enough sleep? Jeff: I had a test and stayed up late studying. Mom: You didn’t take any drugs, did you? Jeff: Just caffeine in my coffee, like I always do. Mom: Jeff! You know what happens when people take drugs! Pretty soon the caffeine won’t be strong enough. Then you will take something stronger, maybe someone’s diet pill. Then, something even stronger. Eventually, you will be doing cocaine. Then you will be a crack addict! So, don’t drink that coffee. The form of a slippery slope fallacy looks like this: A leads to B. B leads to C. C leads to D. †¦ Z leads to HELL. We don’t want to go to HELL. So, don’t take that first step A. 18. Weak Analogy The problem is that the items in the analogy are too dissimilar. When reasoning by analogy, the fallacy occurs when the analogy is irrelevant or very weak or when there is a more relevant disanalogy. See also  Faulty Comparison. Example: The book  Investing for Dummies  really helped me understand my finances better. The bookChess for Dummies  was written by the same author, was published by the same press, and costs about the same amount. So, this chess book would probably help me understand my finances, too. FALLACIES OF AMBIGUITY 19. Accent The accent fallacy is a fallacy of ambiguity due to the different ways a word is emphasized or accented. Example: A member of Congress is asked by a reporter if she is in favor of the President’s new missile defense system, and she responds, â€Å"I’m in favor of a missile defense system that effectively defends America. † With an emphasis on the word â€Å"favor,† her response is likely to  favor  the President’s missile defense system. With an emphasis, instead, on the words â€Å"effectively defends,† her remark is likely to be  againstthe President’s missile defense system. And by using neither emphasis, she can later claim that her response was on either side of the issue. Aristotle’s version of the fallacy of accent allowed only a shift in which syllable is accented within a word. 20. Amphiboly This is an error due to taking a grammatically ambiguous phrase in two different ways during the reasoning. Example: In a cartoon, two elephants are driving their car down the road in India. They say, â€Å"We’d better not get out here,† as they pass a sign saying: ELEPHANTS PLEASE STAY IN YOUR CAR Upon one interpretation of the grammar, the pronoun â€Å"YOUR† refers to the elephants in the car, but on another it refers to those humans who are driving cars in the vicinity. Unlike  equivocation, which is due to multiple meanings of a phrase, amphiboly is due to syntactic ambiguity, ambiguity caused by multiple ways of understanding the grammar of the phrase. 21. Equivocation Equivocation is the illegitimate switching of the meaning of a term during the reasoning. Example: Brad is a nobody, but since nobody is perfect, Brad must be perfect, too. The term â€Å"nobody† changes its meaning without warning in the passage. So does the term â€Å"political jokes† in this joke: I don’t approve of political jokes. I’ve seen too many of them get elected. FALLACIES OF GRAMMATICAL ANALOGY 22. Composition The composition fallacy occurs when someone mistakenly assumes that a characteristic of some or all the individuals in a group is also a characteristic of the group itself, the group â€Å"composed† of those members. It is the converse of the  division  fallacy. Example: Each human cell is very lightweight, so a human being composed of cells is also very lightweight. 23. Division Merely because a group as a whole has a characteristic, it often doesn’t follow that individuals in the group have that characteristic. If you suppose that it does follow, when it doesn’t, you commit the fallacy of division. It is the converse of the  composition  fallacy. Example: Joshua’s soccer team is the best in the division because it had an undefeated season and shared the division title, so Joshua, who is their goalie, must be the best goalie in the division. 24. Figure of Speech or Parallel-word Construction A fallacy characterized by ambiguities due to the fact that different words in Greek (and in Latin) may have different cases or genders even though the case endings or gender endings are the same. Since this is not widespread in other languages or since it coincides with other fallacies (e. g. quivocation, see above) writers tend to interpret it very broadly. Examples: Activists have been labeled as idealists, sadists, anarchists, communists, and just about any name that can come to mind ending in  -ist, like  samok-ist, saba-ist, bad-ist,  and of course, who could forgetdevil-ist? (The writer has the unsaid argument that any name ending in  -ist  is viewed as trouble-m akers by our society. ) An introductory book on philosophy has an appendix entitle List of Isms the proceeds to list the schools of thought in philosophy. (Not all words that end in  -ism  is a school of thought: take for example,  syllogism. ) Types of Fallacies Essay Example Types of Fallacies Essay FALLACIES OF RELEVANCE 1. Appeal to Force If you suppose that terrorizing your opponent is giving him a reason for believing that you are correct, then you are using a scare tactic and reasoning fallaciously. Example: David: My father owns the department store that gives your newspaper fifteen percent of all its advertising revenue, so I’m sure you won’t want to publish any story of my arrest for spray painting the college. Newspaper editor: Yes, David, I see your point. The story really isn’t newsworthy. David has given the editor a financial reason not to publish, but he has not given a relevant reason why the story is not newsworthy. David’s tactics are scaring the editor, but it’s the editor who commits the scare tactic fallacy, not David. David has merely used a scare tactic. This fallacy’s name emphasizes the cause of the fallacy rather than the error itself. 2. Appeal to Pity You commit the fallacy of appeal to emotions when someone’s appeal to you to accept their claim is accepted merely because the appeal arouses your feelings of anger, fear, grief, love, outrage, pity, pride, sexuality, sympathy, relief, and so forth. We will write a custom essay sample on Types of Fallacies specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Types of Fallacies specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Types of Fallacies specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Example of appeal to relief from grief: [The speaker knows he is talking to an aggrieved person whose house is worth much more than $100,000. ] You had a great job and didn’t deserve to lose it. I wish I could help somehow. I do have one idea. Now your family needs financial security even more. You need cash. I can help you. Here is a check for $100,000. Just sign this standard sales agreement, and we can skip the realtors and all the headaches they would create at this critical time in your life. There is nothing wrong with using emotions when you argue, but it’s a mistake to use emotions as the key premises or as tools to downplay relevant information. Regarding the fallacy of  appeal to pity, it is proper to pity people who have had misfortunes, but if as the person’s history instructor you accept Max’s claim that he earned an A on the history quiz because he broke his wrist while playing in your college’s last basketball game, then you’ve committed the fallacy of  appeal to pity. *Appeal to Snobbery 3. Ad Hominem You commit this fallacy if you make an irrelevant attack on the arguer and suggest that this attack undermines the argument itself. It is a form of the  Genetic Fallacy. Example: What she says about Johannes Kepler’s astronomy of the 1600? s must be just so much garbage. Do you realize she’s only fourteen years old? This attack may undermine the arguer’s credibility as a scientific authority, but it does not undermine her reasoning. That reasoning should stand or fall on the scientific evidence, not on the arguer’s age or anything else about her personally. If the fallacious reasoner points out irrelevant circumstances that the reasoner is in, the fallacy is a circumstantial ad hominem. Tu Quoque  and  Two Wrongs Make a Right  are other types of the ad hominem fallacy. The major difficulty with labeling a piece of reasoning as an ad hominem fallacy is deciding whether the personal attack is relevant. For example, attacks on a person for their actually immoral sexual conduct are irrelevant to the quality of their mathematical reasoning, but they are relevant to arguments promoting the person for a leadership position in the church. Unfortunately, many attacks are not so easy to classify, such as an attack pointing out that the candidate for church leadership, while in the tenth grade, intentionally tripped a fellow student and broke his collar bone. *Ad Hominem Circumstantial Guilt by association is a version of the  ad hominem  fallacy in which a person is said to be guilty of error because of the group he or she associates with. The fallacy occurs when we unfairly try to change the issue to be about the speaker’s circumstances rather than about the speaker’s actual argument. Also called â€Å"Ad Hominem, Circumstantial. Example: Secretary of State Dean Acheson is too soft on communism, as you can see by his inviting so many fuzzy-headed liberals to his White House cocktail parties. Has any evidence been presented here that Acheson’s actions are inappropriate in regards to communism? This sort of reasoning is an example of McCarthyism, the technique of smearing liberal Democrats that was so effectively used by the late Senator Joe McCarthy in the early 1950s. In fact, Acheson was strongly anti-communist and the architect of President Truman’s firm policy of containing Soviet power. 4. Appeal to the People If you suggest too strongly that someone’s claim or argument is correct simply because it’s what most everyone believes, then you’ve committed the fallacy of appeal to the people. Similarly, if you suggest too strongly that someone’s claim or argument is mistaken simply because it’s not what most everyone believes, then you’ve also committed the fallacy. Agreement with popular opinion is not necessarily a reliable sign of truth, and deviation from popular opinion is not necessarily a reliable sign of error, but if you assume it is and do so with enthusiasm, then you’re guilty of committing this fallacy. It is essentially the same as the fallacies of ad numerum, appeal to the gallery, appeal to the masses, argument from popularity, argumentum ad populum, common practice, mob appeal, past practice, peer pressure, traditional wisdom. The â€Å"too strongly† mentioned above is important in the description of the fallacy because what most everyone believes is, for that reason, somewhat likely to be true, all things considered. However, the fallacy occurs when this degree of support is overestimated. Example: You should turn to channel 6. It’s the most watched channel this year. This is fallacious because of its implicitly accepting the questionable premise that the most watched channel this year is, for that reason alone, the best channel for you. If you stress the idea of appealing to a  new  idea of the gallery, masses, mob, peers, people, and so forth, then it is a bandwagon fallacy. *Bandwagon If you suggest that someone’s claim is correct simply because it’s what most everyone is coming to believe, then you’re committing the bandwagon fallacy. Get up here with us on the wagon where the band is playing, and go where we go, and don’t think too much about the reasons. The Latin term for this fallacy of appeal to novelty is Argumentum ad Novitatem. Example: [Advertisement] More and more people are buying sports utility vehicles. Isn’t it time you bought one, too? [You commit the fallacy if you buy the vehicle solely because of this advertisement. ] Like its close cousin, the fallacy of appeal to the people, the bandwagon fallacy needs to be carefully distinguished from properly defending a claim by pointing out that many people have studied the claim and have come to a reasoned conclusion that it is correct. What most everyone believes is likely to be true, all things considered, and if one defends a claim on those grounds, this is not a fallacious inference. What is fallacious is to be swept up by the excitement of a new idea or new fad and to unquestionably give it too high a degree of your belief solely on the grounds of its new popularity, perhaps thinking simply that ‘new is better. ’ The key ingredient that is missing from a bandwagon fallacy is knowledge that an item is popular because of its high quality. Appeal to Past People (â€Å"You too†) 5. Accident We often arrive at a generalization but don’t or can’t list all the exceptions. When we reason with the generalization as if it has no exceptions, we commit the fallacy of accident. This fallacy is sometimes called the â€Å"fallacy of sweeping generalization. † Example: People should keep their promises, right? I loaned Dwayne my knife, and he said he’d return it. Now he is refusi ng to give it back, but I need it right now to slash up my neighbors who disrespected me. People should keep their promises, but there are exceptions to this generaliztion as in this case of the psychopath who wants Dwayne to keep his promise to return the knife. 6. Straw Man You commit the straw man fallacy whenever you attribute an easily refuted position to your opponent, one that the opponent wouldn’t endorse, and then proceed to attack the easily refuted position (the straw man) believing you have undermined the opponent’s actual position. If the misrepresentation is on purpose, then the straw man fallacy is caused by lying. Example (a debate before the city council): Opponent: Because of the killing and suffering of Indians that followed Columbus’s discovery of America, the City of Berkeley should declare that Columbus Day will no longer be observed in our city. Speaker: This is ridiculous, fellow members of the city council. It’s not true that everybody who ever came to America from another country somehow oppressed the Indians. I say we should continue to observe Columbus Day, and vote down this resolution that will make the City of Berkeley the laughing stock of the nation. The speaker has twisted what his opponent said; the opponent never said, nor even indirectly suggested, that everybody who ever came to America from another country somehow oppressed the Indians. The critical thinker will respond to the fallacy by saying, â€Å"Let’s get back to the original issue of whether we have a good reason to discontinue observing Columbus Day. † 7. Missing the Point The conclusion that is drawn is irrelevant to the premises; it misses the point. Example: In court, Thompson testifies that the defendant is a honorable person, who wouldn’t harm a flea. The defense attorney commits the fallacy by rising to say that Thompson’s testimony shows once again that his client was not near the murder scene. The testimony of Thompson may be relevant to a request for leniency, but it is irrelevant to any claim about the defendant not being near the murder scene. 8. Red Herring A red herring is a smelly fish that would distract even a bloodhound. It is also a digression that leads the reasoner off the track of considering only relevant information. Example: Will the new tax in Senate Bill 47 unfairly hurt business? One of the provisions of the bill is that the tax is higher for large employers (fifty or more employees) as opposed to small employers (six to forty-nine employees). To decide on the fairness of the bill, we must first determine whether employees who work for large employers have better working conditions than employees who work for small employers. Bringing up the issue of working conditions is the red herring. FALLACIES OF PRESUMPTION 9. Begging the Question A form of  circular reasoning  in which a conclusion is derived from premises that presuppose the conclusion. Normally, the point of good reasoning is to start out at one place and end up somewhere new, namely having reached the goal of increasing the degree of reasonable belief in the conclusion. The point is to make progress, but in cases of begging the question there is no progress. Example: â€Å"Women have rights,† said the Bullfighters Association president. â€Å"But women shouldn’t fight bulls because a bullfighter is and should be a man. † The president is saying basically that women shouldn’t fight bulls because women shouldn’t fight bulls. This reasoning isn’t making any progress. Insofar as the conclusion of a deductively valid argument is â€Å"contained† in the premises from which it is deduced, this containing might seem to be a case of presupposing, and thus any deductively valid argument might seem to be begging the question. It is still an open question among logicians as to why some deductively valid arguments are considered to be begging the question and others are not. Some logicians suggest that, in informal reasoning with a deductively valid argument, if the conclusion is psychologically new insofar as the premises are concerned, then the argument isn’t an example of the fallacy. Other logicians suggest that we need to look instead to surrounding circumstances, not to the psychology of the reasoner, in order to assess the quality of the argument. For example, we need to look to the reasons that the reasoner used to accept the premises. Was the premise justified on the basis of accepting the conclusion? A third group of logicians say that, in deciding whether the fallacy is committed, we need more. We must determine whether any premise that is key to deducing the conclusion is adopted rather blindly or instead is a reasonable assumption made by someone accepting their burden of proof. The premise would here be termed reasonable if the arguer could defend it independently of accepting the conclusion that is at issue. 10. Complex Question You commit this fallacy when you frame a question so that some controversial presupposition is made by the wording of the question. Example: [Reporters question] Mr. President: Are you going to continue your policy of wasting taxpayer’s money on missile defense? The question unfairly presumes the controversial claim that the policy really is a waste of money. The fallacy of complex question is a form of begging the question. 11. False Dichotomy A reasoner who unfairly presents too few choices and then implies that a choice must be made among this short menu of choices commits the false dilemma fallacy, as does the person who accepts this faulty reasoning. Example: I want to go to Scotland from London. I overheard McTaggart say there are two roads to Scotland from London: the high road and the low road. I expect the high road would be too risky because it’s through the hills and that means dangerous curves. But it’s raining now, so both roads are probably slippery. I don’t like either choice, but I guess I should take the low road and be safer. This would be fine reasoning is you were limited to only two roads, but you’ve falsely gotten yourself into a dilemma with such reasoning. There are many other ways to get to Scotland. Don’t limit yourself to these two choices. You can take other roads, or go by boat or train or airplane. The fallacy is called the â€Å"False Dichotomy Fallacy† when the unfair menu contains only two choices. Think of the unpleasant choice between the two as being a charging bull. By demanding other choices beyond those on the unfairly limited menu, you thereby â€Å"go between the horns† of the dilemma, and are not gored. 12. Suppressed Evidence Intentionally failing to use information suspected of being relevant and significant is committing the fallacy of suppressed evidence. This fallacy usually occurs when the information counts against one’s own conclusion. Perhaps the arguer is not mentioning that experts have recently objected to one of his premises. The fallacy is a kind of fallacy of  Selective Attention. Example: Buying the Cray Mac 11 computer for our company was the right thing to do. It meets our company’s needs; it runs the programs we want it to run; it will be delivered quickly; and it costs much less than what we had budgeted. This appears to be a good argument, but you’d change your assessment of the argument if you learned the speaker has intentionally suppressed the relevant evidence that the company’s Cray Mac 11 was purchased from his brother-in-law at a 30 percent higher price than it could have been purchased elsewhere, and if you learned that a recent unbiased analysis of ten comparable computers placed the Cray Mac 11 near the bottom of the list. FALLACIES OF WEAK INDUCTION 13. Appeal to Ignorance The fallacy of appeal to ignorance comes in two forms: (1) Not knowing that a certain statement is true is taken to be a proof that it is false. 2) Not knowing that a statement is false is taken to be a proof that it is true. The fallacy occurs in cases where absence of evidence is not good enough evidence of absence. The fallacy uses an unjustified attempt to shift the burden of proof. The fallacy is also called â€Å"Argument from Ignorance. † Example: Nobody has ever proved to me there’s a God, so I know there is no God. This kind of reasoning is generally fallacious. It would be proper reasoning only if the proof attempts were quite thorough, and it were the case that if God did exist, then there would be a discoverable proof of this. Another common example of the fallacy involves ignorance of a future event: People have been complaining about the danger of Xs ever since they were invented, but there’s never been any big problem with them, so there’s nothing to worry about. 14. Appeal to Unqualified Authority You appeal to authority if you back up your reasoning by saying that it is supported by what some authority says on the subject. Most reasoning of this kind is not fallacious, and much of our knowledge properly comes from listening to authorities. However, appealing to authority as a reason to believe something  is  fallacious whenever the authority appealed to is not really an authority in this particular subject, when the authority cannot be trusted to tell the truth, when authorities disagree on this subject (except for the occasional lone wolf), when the reasoner misquotes the authority, and so forth. Although spotting a fallacious appeal to authority often requires some background knowledge about the subject or the authority, in brief it can be said that it is fallacious to accept the words of a supposed authority when we should be suspicious of the authority’s words. Example: The moon is covered with dust because the president of our neighborhood association said so. This is a fallacious appeal to authority because, although the president is an authority on many neighborhood matters, you are given no reason to believe the president is an authority on the composition of the moon. It would be better to appeal to some astronomer or geologist. A TV commercial that gives you a testimonial from a famous film star who wears a Wilson watch and that suggests you, too, should wear that brand of watch is committing a fallacious appeal to authority. The film star is an authority on how to act, not on which watch is best for you. 15. Hasty Generalization A hasty generalization is a fallacy of  jumping to conclusions  in which the conclusion is a generalization. See also  Biased Statistics. Example: I’ve met two people in Nicaragua so far, and they were both nice to me. So, all people I will meet in Nicaragua will be nice to me. In any hasty generalization the key error is to overestimate the strength of an argument that is based on too small a sample for the implied confidence level or error margin. In this argument about Nicaragua, using the word â€Å"all† in the conclusion implies zero error margin. With zero error margin you’d need to sample every single person in Nicaragua, not just two people. 16. False Cause Improperly concluding that one thing is a cause of another. The Fallacy of Non Causa Pro Causa is another name for this fallacy. Its four principal kinds are the  Post Hoc Fallacy, the Fallacy of  Cum Hoc, Ergo Propter Hoc,  the  Regression  Fallacy, and the Fallacy of  Reversing Causation. Example: My psychic adviser says to expect bad things when Mars is aligned with Jupiter. Tomorrow Mars will be aligned with Jupiter. So, if a dog were to bite me tomorrow, it would be because of the alignment of Mars with Jupiter. 17. Slippery Slope Suppose someone claims that a first step (in a chain of causes and effects, or a chain of reasoning) will probably lead to a second step that in turn will probably lead to another step and so on until a final step ends in trouble. If the likelihood of the trouble occurring is exaggerated, the slippery slope fallacy is committed. Example: Mom: Those look like bags under your eyes. Are you getting enough sleep? Jeff: I had a test and stayed up late studying. Mom: You didn’t take any drugs, did you? Jeff: Just caffeine in my coffee, like I always do. Mom: Jeff! You know what happens when people take drugs! Pretty soon the caffeine won’t be strong enough. Then you will take something stronger, maybe someone’s diet pill. Then, something even stronger. Eventually, you will be doing cocaine. Then you will be a crack addict! So, don’t drink that coffee. The form of a slippery slope fallacy looks like this: A leads to B. B leads to C. C leads to D. †¦ Z leads to HELL. We don’t want to go to HELL. So, don’t take that first step A. 18. Weak Analogy The problem is that the items in the analogy are too dissimilar. When reasoning by analogy, the fallacy occurs when the analogy is irrelevant or very weak or when there is a more relevant disanalogy. See also  Faulty Comparison. Example: The book  Investing for Dummies  really helped me understand my finances better. The bookChess for Dummies  was written by the same author, was published by the same press, and costs about the same amount. So, this chess book would probably help me understand my finances, too. FALLACIES OF AMBIGUITY 19. Accent The accent fallacy is a fallacy of ambiguity due to the different ways a word is emphasized or accented. Example: A member of Congress is asked by a reporter if she is in favor of the President’s new missile defense system, and she responds, â€Å"I’m in favor of a missile defense system that effectively defends America. † With an emphasis on the word â€Å"favor,† her response is likely to  favor  the President’s missile defense system. With an emphasis, instead, on the words â€Å"effectively defends,† her remark is likely to be  againstthe President’s missile defense system. And by using neither emphasis, she can later claim that her response was on either side of the issue. Aristotle’s version of the fallacy of accent allowed only a shift in which syllable is accented within a word. 20. Amphiboly This is an error due to taking a grammatically ambiguous phrase in two different ways during the reasoning. Example: In a cartoon, two elephants are driving their car down the road in India. They say, â€Å"We’d better not get out here,† as they pass a sign saying: ELEPHANTS PLEASE STAY IN YOUR CAR Upon one interpretation of the grammar, the pronoun â€Å"YOUR† refers to the elephants in the car, but on another it refers to those humans who are driving cars in the vicinity. Unlike  equivocation, which is due to multiple meanings of a phrase, amphiboly is due to syntactic ambiguity, ambiguity caused by multiple ways of understanding the grammar of the phrase. 21. Equivocation Equivocation is the illegitimate switching of the meaning of a term during the reasoning. Example: Brad is a nobody, but since nobody is perfect, Brad must be perfect, too. The term â€Å"nobody† changes its meaning without warning in the passage. So does the term â€Å"political jokes† in this joke: I don’t approve of political jokes. I’ve seen too many of them get elected. FALLACIES OF GRAMMATICAL ANALOGY 22. Composition The composition fallacy occurs when someone mistakenly assumes that a characteristic of some or all the individuals in a group is also a characteristic of the group itself, the group â€Å"composed† of those members. It is the converse of the  division  fallacy. Example: Each human cell is very lightweight, so a human being composed of cells is also very lightweight. 23. Division Merely because a group as a whole has a characteristic, it often doesn’t follow that individuals in the group have that characteristic. If you suppose that it does follow, when it doesn’t, you commit the fallacy of division. It is the converse of the  composition  fallacy. Example: Joshua’s soccer team is the best in the division because it had an undefeated season and shared the division title, so Joshua, who is their goalie, must be the best goalie in the division. 24. Figure of Speech or Parallel-word Construction A fallacy characterized by ambiguities due to the fact that different words in Greek (and in Latin) may have different cases or genders even though the case endings or gender endings are the same. Since this is not widespread in other languages or since it coincides with other fallacies (e. g. quivocation, see above) writers tend to interpret it very broadly. Examples: Activists have been labeled as idealists, sadists, anarchists, communists, and just about any name that can come to mind ending in  -ist, like  samok-ist, saba-ist, bad-ist,  and of course, who could forgetdevil-ist? (The writer has the unsaid argument that any name ending in  -ist  is viewed as trouble-m akers by our society. ) An introductory book on philosophy has an appendix entitle List of Isms the proceeds to list the schools of thought in philosophy. (Not all words that end in  -ism  is a school of thought: take for example,  syllogism. )

The Book Is Dead! Essay Example

The Book Is Dead! Essay Example The Book Is Dead! Essay The Book Is Dead! Essay Is this the death knell of one technology, that is Traditional Printing, and the subsequent rise of the next, Digital Media etc? Electronic books, or E-Books, are reportedly currently outselling traditional paper based books generally and newspaper circulation figures are in a long gradual decline. The standard Phone Book is already dead, as British Telecom no longer produce it in a printed format. Is print the place where words go to die? And yet last year the renowned online retailer Amazon announced that for the first time, it was selling more Kindle versions of books than paperback and hardbacks combined, and, here is something that does not get quoted quite so often, sales of print books were still increasing.[ CITATION Jen15 l 2057 ] Recent statistics seem to point to a decline in reading conventional books and other printed material and that technology is taking over in terms of encyclopaedias, dictionarys etc. In fact the renowned Oxford English Dictionary is now only available in print to special order, either in it’s full 20 volume set or as the compact single volume edition. The economics of traditional printing requires thousands of units to be sold in order to see a potential profit for the publishers. They are generally expensive to produce, take up a lot of space, they are not easily searchable, and they are not easily linkable. E-books and pdf ( Adobes Portable Document Format) versions of documents on the other hand are quite the opposite. They are generally very inexpensive to produce, usually in the few hundreds of pounds or less, they can be very quick to produce, and unlike traditional paper based books, they can be quickly searched through and items can be linked between one source and ano ther. In future will the printed book simply live on as art objects and as collectors items? Sherman young in his book entitled ‘The Book Is Dead : Long Live the Book’ states â€Å"that physical books may one day become the

Human Resources Administration - Week 7 Scenario Assignment

Human Resources Administration - Week 7 Scenario - Assignment Example The main elements in a workplace include the human resources and other aspects of production like time and efficiency in duties (Jagdev 67). In this context, John is skilled and knowledgeable in his area of expertise. However, he has a weakness in articulating his expertise skills with other aspects of production in the workplace. The main problems are concerning his relationship with team members and the efficiency of documenting company data in an orderly manner. Some of the opportunities that can help John develop his competence include administering training programs to subordinates, leading and directing projects and attending workplace-competence related seminars ( Jagdev 72). Administering training to company subordinates will enable John to integrate his teachings into his workplace practices. John will be expected by the trainees to lead by example; hence, he will have the responsibility of upholding his teachings. In addition, attending workplace-competence seminars like those concerning teamwork will facilitate his understanding on the principles of workplace competence. Lastly, the opportunity of leading proj ects will improve his skills on data collection and documentation of the resulting information. This will help him to become organized (Jagdev

Public policy administration Essay Example | Topics and Well Written Essays - 250 words

Public policy administration - Essay Example The opponents of the bill are the republicans who state that the passage of the bill would add to the budget deficit of the US government. The Democrats counter this by stating that the overall budget gap would be lesser by $100 Billion if the bill is passed and hence they are asking for support in pushing the bill through. Both sides of the debate on reforming healthcare as well as continuing the status quo are vocal and vehement in their stance. The PBS (2009) website gives further evidence of this, while the proponents of Health Care reform call for the state to play a more proactive role and the insurers to cover pre-existing conditions and make the process of claims easier, the opponents are adamant that this would erode the competitiveness of the service providers. This is akin to the debate on patents for new drugs that is on similar lines with one side insisting that drug costs be lowered and the other side touting the benefits of research and development essential for the discovery of new drugs. (Pbs.org, 2009) After considering the various options, it is my personal opinion that the Health Care reform bill must be passed. In order to stem the rising tide of medical expense related bankruptcies and the increase in the number of people not covered under the existing system, the proposed legislation must be passed. As a US Citizen, I want to ensure that I am taken care of when ill and would also like the same for others as well. If we consider the issue from an ethical perspective, it makes it clear that we should not deny medical care to the needy for whatever reason that the health care system currently does. The Huffington Post (2009) states that 1 in every 5 bankruptcies in the US are because of reasons to do with medical expenses being too much for the families to take (Huffington Post, 2009). Further, the data from the OECD website (2009) also talks about how a million people are pushed into the ranks of the uninsured every year as

Service Improvement Essay Example for Free

Service Improvement Essay Abstract As the competition in the restaurant industry become more. Service quality becomes important to achieve the success restaurant. Service Blueprint is one of the methods that use to apply to improve the service system. The process of blueprint is a necessary tool that the restaurant can view all of process of the restaurant’s operation between the customer and providers. The paper aims to examine and apply to improve in the service processes of the restaurant by using the Service Blueprint to be the technique that used to understand customer service experiences. For the service blueprint design, an in-depth interview and a quantitative research method was used based on a customer expectation on the target customer who always to dining-out in the restaurant. The providing emphasize on value co-creation and design characteristics of service systems, and identifying the most important service system characteristics perceived by the customer, is the important way to improve the service. Keywords: blueprint, service, improvement, restaurant Introduction The trend of food and beverage industries in Thailand is growing in the positive direction because the customer behavior on eating out (Thansettakij Newspaper, 2012). Many reasons, hungry, social business and personal reason, affect guests to visit the restaurant. Whatever the reason, customers expect their dining experience to be positive (Ninemeier and Hayes, 2006). Developing high-quality dining experience (Rong and Jun, 2012) is the better way to create value of service to attraction (Sandstrà ¶m et al, 2008). Increasing market competition and growing customer service demands influence the organization to improve efficiency the service processes (Mascio, 2007). The good service process is the first for the restaurant to gain competitive advantage, to marketing success and to growing (Hee and Young, 2001). Restaurants that use the delivery of high service quality have the stronger competitive position (Kit and Ka, 2001). Customer Satisfaction and Customer Expectation The outcome of customers’ evaluation of a service is the satisfaction that based on a comparison of the recognition of service delivery with their previous expectations. (Johnston and Clark, 2005). Thus restaurant need to understand the customers’ service expectations (Johnston and Clark, 2001:2005; Ford and Heaton, 2000), that is an essential for delivering greater service because they represent implicit performance standards that customers use in assessing service quality (Andronikidis et al, 2009). Understanding customer expectations performed an importance part for delivering the customer satisfaction. Customer expectations include two levels are desired expectation and adequate expectation. Desired expectations represented the customer wanted the service to perform that the service â€Å"should be†. While adequate expectations are the satisfactory performance that the service â€Å"will be† (Yen and Soe, 2010). Customer Experience and Service Process Services are the experience that depends on human and delivery system. Because of the growing of Service Business, the organization should move into the customer experience management that is importance to creating customer loyalty by creating meaningful and memorable. (Bitner et al., 2007). Experience can be determined as the aggregate and increasing customer awareness created during the process of learning about, obtaining and using a product or service (Jiang, 2008). Customer experience has been treated as embedded in service quality. It is also measured by comparing expectations before, and perceptions after the experience, or perceptions only, through different predetermined service attributes (Walter et al, 2010). Service process is the part of the customer’s experience creation. (Johnston and Clark, 2001:2005) That includes the human element (the people who interacting with customers) and the material production process (Ford and Heaton, 2000). The service process is a collection of activities that represents all of the steps over a period of time (Bitner et al., 2007). Service Blueprint There are a lot of techniques that used to develop the service delivery system for the guest experience. One of them is the service blueprint that is the method of process modeling that use to visualize, analyze, organize, control and develop service processes for improving the internal and external of organization (Gersch et al., 2011). Service Blueprint helps the organization to see the key operational, human resources, and marketing issues that offering the service experience for the customer, easily (Bitner et al., 2007). Dong and Shiang (2010) suggested the service system bird’s eyeview that shows all of the steps in the service process can guarantee the customer satisfaction. The workflow description helps the organization to watch out all of service parts that can provide to improve the failure points. Service Blueprinting is the process of creating the delivering service standard that shows the personnel and equipment required (Mascio, 2007). This method adapts for service innovation, quality improvement, customer experience design, and strategic change focused around customers as a highly effective (Bitner et al., 2007) and effectiveness (Hummel and Murphy, 2011). Drucker (1977) mentions the effectiveness as â€Å"doing the right things† and the efficiency as â€Å"doing things right†. Moreover this technique involves a description of the different process steps visually and in continuity, helping to define the steps at which the customer uses the core service and to identify the additional benefits that make up the increased product (Pires et al., 2004). Components of Service Blueprint Coenen et al. (2011) defines a service blueprint as â€Å"†¦visually displays activities by simultaneously depicting the process of service delivery, the points of customer contact, the roles of customers and employees, and the physical surrounding of the perceived process†. A typical service blueprint consists of five components (Bitner et al., 2007): (1) Customer actions: All of steps that show the customers’ activity. (2) Onstage/visible contact employee actions: Face-to-face actions between the customers and employees (3) Backstage/invisible contact employee actions: All of the employee actions, but the customer can’t see. (4) Support processes: All the tangibles that customers are exposed to that can influence their quality perceptions. (5) Physical evidence: All the activities carried out by individuals and units within the company who are not contact employees. Moreover, there are the actions that separated by diverse â€Å"lines† (Coenen et al., 2011; Gersch et al., 2011). The â€Å"line of interaction† separates the customer activity from the provider action, showing the direct interactions between customer and provider. Above the â€Å"line of interaction†, there are the activities, choices, and interactions performed by the customer. The â€Å"line of visibility† differentiates between the visible (onstage) and invisible (backstage) to the customer. Above the â€Å"line of visibility†, there are the actions and decisions carried out by front office employees. The â€Å"line of internal interaction† distinguishes between front office and back office activities. Support processes which are necessary to aid front office employees in delivering the service are carried out below the â€Å"line of internal interaction†. Research Method Regarding to the aim of this paper the research must examine and apply to improve the service process for service experience. For the collection of comprehensive and detail information about customer’s expectation in the service delivery process. First of all, In-depth interview was used to be the method to help on creating the questionnaire. The questionnaire was devised to measure customer expectations in term of quality of service of the restaurant. References Andronikidis, A., Georgiou, A.C., Gotzamani, K., Kamvysi, K. The application of quality function deployment in service quality management. The TQM Journal, 21/4(2009), pp. 319-333 Bitner, M. J., Ostrom, A. L., and Morgan, F. N., 2007. Service Blueprint: A Practical Technique for Service Innovation. Center for Service Leadership, Arizona State University. Coenen, C., Felten, D.V., and Schmid, M., 2011. Managing effectiveness and efficiency through FM blueprinting. Facilities, Vol. 29 Iss: 9/10, pp.422 436 Dong, S.C. and Shiang, L.Y., Combining Kano model and service blueprint for adult day care service — A case study in Taiwan, Service Systems and Service Management (ICSSSM), 2010 7th Drucker, P. (1977), An Introductory View of Management, Harper College Press, New York, NY. Ford, R. C., and Heaton, C. P., 2000. Managing the Guest Experience in Hospitality. Delmar Thomson Learning. Gersch, M., Hewing, M., and Schà ¶ler B., Business Process Blueprinting – an enhanced vi ew on process performance. Business Process Management Journal, 17/5(2011), pp.732-747 Hee, W.K., Young, G.K., Rationalizing the customer service process. Business Process Management Journal, 7 /2(2001), pp. 139-156 Hummel, E. and Murphy, K.S., Using Service Blueprint to Analyze Restaurant Service Efficiency. Cornall Hospitalty Quarterly, 52/3(2011). Jiang, K., New Service Development for Interactive Experience. Service Operations and Logistics and Informatics 2008 International Conference on (2008) G