CHAPTER 03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service‚ including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers‚ for pure service and product-related service‚ for experienced customers
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In the novel “Great Expectation”‚ the protagonist who went by the name Pip takes the readers along his journey on the different lifestyles he experienced. Through his journey‚ Pip’s demeanor changed slightly. Instantly Pip status changed when he became a wealthy man. His character changed from once a humble man to being vain. Pip changed his identity to climb the social ladder. Social Class often determined how people are treated. Pip was able to keep his humanistic ideals for people‚ although
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him…that’s what he likes. Nod away at him‚ if you please‚ like winking” (Dickens 226). Though my nodding was kind of tiring‚ I nodded at the Aged with a good intention whenever I failed to do it drowsily” (Dickens 400). I came known to my great expectations early in life. However‚ they failed when my benefactor‚ Magwitch the convict‚ came to me one night. I had “abhorrence[‚]…dread‚]…and repugnance” (Dickens 345) out of embarrassment when he came to me in London as I thought I was a gentleman and
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Closing the High-Tech Gender Gap This year’s Lemelson-MIT Prize winner discusses grassroots ways for boosting the number of women in technology and business. I have a confession to make: I’ve been living under a rock. I’ve actually been busy under here — running a bioengineering lab at MIT‚ starting companies‚ teaching‚ consulting‚ being a mom. But I’ve been so focused on keeping all the balls in the air that‚ until recently‚ I hadn’t noticed that women typically aren’t the ones starting
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paradoxically city life was not always successful. The countryside however‚ appears as an environment where although lacking in prosperity and eminence‚ its inhabitants are overall happier. This concept is particularly prevalent in Charles Dickens’ Great Expectations and Thomas Hardy’s Far from the Madding Crowd which portray the hardships of working life in the city and the countryside. The predominant message attained from both novels is that although the city is esteemed to be a place where one can enjoy
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"Great Expectations"‚ "To Kill a Mocking Bird"‚ and "Romeo and Juliet" are all very diverse pieces of literature. Each piece of literature is unique to one another‚ but they all share common characteristics and themes. All of the works include a key character that gains understanding of himself resulting from events in his life that caused confusions or prejudice. Pip‚ the main character of Great Expectations‚ learns a great amount resulting from confusion in his life. His confusion is caused by
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‘Great expectations’ Having read ‘Great Expectations’ how effective is the opening chapter? Discuss the methods Dickens used to ensure his readers continuing interest. ‘Great Expectations’ tells the story of Pip‚ a young orphaned boy from a poor background who has the ambition to become a gentleman. Which he is given by a mystery benefactor to become the man he has always wanted to. We travel with Pip on his journey to become a gentle which in turn is a voyage of self discovery as he learns that
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desertification from the culture that creates their surroundings. Contrarily‚ literature has crystallized the element of personal development where the city has enabled one to discover meaning‚ clarity‚ direction and beauty. Charles Dickens ‘great expectations’ indulges in the aspiration that a city and its infinite possibilities can instil within a young working class boy. This sense of realising oneself is elaborated through John Morrisons ‘The compound’ where a sense of belonging creates purpose and
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For a long period of time‚ it’s been up to debate as to what the human mind is like. Charles Dickens’ Great Expectations is an excellent representation of what it truly means to be a “gentleman”. Pip’s advancement in social class leads him to finding the true value of men: their inner self. As society has always been‚ everyone is given labels to quickly identify themselves with given by friend‚ family‚ or stranger alike. This can also be determined by one’s morals‚ based on what would be considered
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straight‚ everybody matures in his or her lifetime. Brad‚ Calpurnia‚ and Wemmick experience defining moments including the psychological advancement in each characters’ behavior that reveals the effects of forcing people to conform to society’s expectations. In Stephen Chbosky’s The Perks of Being a Wallflower‚ Brad is a gay adolescent who is required to betray his inner feelings and true self due to the threats from his father and the judgmental views of society. Brad changes his personality when
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