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    management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers’ perception of service quality. Based on this traditional definition of service quality‚ Parasuraman‚ Zeithaml‚ and Berry (1985) developed the "Gap Model" of perceived service quality. This model has five gaps: Gap 1. Consumer expectation - Management perception gap Gap 2. Management perception - Service quality specification gap Gap 3. Service quality specifications

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    The article adapted from Nancy V‚ Wood “Perspectives on Argument” the Toulmin Model of Argumentation addresses the strategic ways to take apart the argument‚ and to interpret the how and why of the argument. The Toulmin model‚ the purpose is to analyze how the function of the different parts affect the whole argument. The components of the method: thesis‚ support‚ assumption‚ audience‚ refute—counter arguments‚ and words that validate the argument. Paragraph Two: your response about which of

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    In this course‚ there have been many different popular culture references to the material. A particular reference which comes to mind in regards to the topic of drug abuse and addiction‚ would be the scene from NBC TV show‚ “This Is Us‚” in which the character‚ William boards the bus with his girlfriend‚ Laurel (This Is Us 2017). The scene speeds through each time they board the bus and how the effects of drug changes them (This Is Us 2017). In the beginning of this scene‚ William is seen to enter

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    into a mental hospital herself. This is her second hospital stay after an almost successful suicide attempt. (Plath‚ 1971). Up until this point‚ Esther has had several failed attempts at suicide‚ which I believe will allow me to utilize a crisis theory method (Walsh‚ 2013). Based on the three-phase model of intervention used in the crisis theory‚ I am going to meet with Esther at the private mental institution once a week over the duration of six weeks. Through this writing‚ I will assess up to the

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    S. A Novel about the Balkans‚ by Slavenka Drakulic‚ is a story about a Bosnian woman‚ named S.‚ who was tortured by the hands of brutal soldiers during the Bosnia war. The novel mainly centers on a series of S.’s flashbacks‚ as she recounts the horrific ill-treatment she endured throughout this time period. Through telling S’s story‚ the author creates a vivid image of how deep and dark human nature is during wartime. The story is a revelation of the terrifying aspects of war‚ which include torture

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    As the director for the proposed film adaptation of The Graveyard Book by Neil Gaiman‚ my intention is to embody the essence of the original award-winning novel in a cinema masterpiece. In order to fulfill this goal‚ there are several treatments that have to be satisfied. Beginning with the setting‚ a majority of this film will take place in a graveyard. The benefit to this will be keeping location cost to a minimum. There are over 120‚000 graveyards in the United States alone‚ so finding a site

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    Book Analysis: Skellig

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    as the book progresses we learn more about him. When Michael first meets Skellig he is behind an old tea chest in a broken down old garage‚ there is dust and death everywhere‚ blue bottles are scattered all over him and spiders dangle from threads‚ small decaying animals produce a horrific smell‚ the garage is filled with a morbid atmosphere‚ even skellig looks dead until he starts speaking. When skellig first meets Michael‚ Michael enquires as to who he is‚ skellig replies ‘Nobody’ this may seem

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    following independence from Portuguese colonization in 1975. Winner of the Independent’s foreign fiction award in 2007‚ Jose Eduardo Agualusa’s The Book of Chameleons captures what the life of the Angolan became proceeding the bloody struggle that took the lives of a half million civilians and displaced another million over the course of 27 years. This proxy civil war conflict

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    The Book Thief Analysis

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    Mutual Protection and Respect In The Book Thief‚ Death is trying to figure out why humans are worth it. Hans Hubermann and Liesel Meminger are an example of why human lives are worth all the trouble. Zusak portrays Liesel Meminger and Hans Hubermann’s mentor/pupil relationship through imagery and powerful words. Hans and Liesel have a simple yet complex relationship in which they both teach each other important life lessons to prove to Death that human life is worth the pain and sorrow. Hans and

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    Summary This article reports on a study about how the unconscious behaviour of an individual can affect his resistance to organisational change. This study aimed to identify measure and analyse the unconscious motivations associated with an individual’s level of resistance to change. It is observed that when there is a task of change‚ the energy of an individual is directed and diverted elsewhere and away from the change because of unconscious forces and this is also considered to be

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