Psychology Discussion

200 words.

What is your opinion of the systems approach employed by family therapists? Can family systems be pathological, or is pathology only found in individuals?  Why or why not?

 

Due in 2 hours.

Terminology And Language In Informatics

Standardized Terminology and Language in Informatics

Discussion

Purpose

This week’s graded discussion topic relates to the following Course Outcomes (COs).

Preparing the Discussion

· Discussions are designed to promote dialogue between faculty and students, and students and their peers. In discussions students:

· Demonstrate understanding of concepts for the week

· Integrate outside scholarly sources when required

· Engage in meaningful dialogue with classmates and/or instructor

· Express opinions clearly and logically, in a professional manner

· Use the rubric on this page as you compose your answers.

· Best Practices include:

· Participation early in the week is encouraged to stimulate meaningful discussion among classmates and instructor.

· Enter the discussion often during the week to read and learn from posts.

· Select different classmates for your reply each week.

Discussion Question

Standardized Terminology and Language in Informatics is an important part of healthcare. Nurses and healthcare workers need to understand and be able to communicate clearly.

Please select one of the following options and discuss your understanding of the role in healthcare and its potential impact on your practice.

· Usability

· Integration

· Interface

· Interoperability

· Meaningful Use (Meaningful Use terminology has largely been replaced by the phrase ‘Promoting Interoperability’ or ‘PI’)

· Reimbursement from Centers for Medicare and Medicaid Services (CMS) payment

· NANDA

· NIC/NOC

 

 

 

EBOOK to use for one citation:

https://bookshelf.vitalsource.com/reader/books/9781323903148/epubcfi/6/492%5B%3Bvnd.vst.idref%3DP7001015544000000000000000002CB2%5D!/4/2%5BP7001015544000000000000000002CB2%5D/2/2%5BP7001015544000000000000000002CB3%5D/7:6%5B%20In%2Cter%5D

email: kristchelis@gmail.com

Pwd: Leroyismyhero1#

 

let me know if you cannot have access to the ebook

Prof needs one citation from the ebook and one external citation

Week6- System Information

Distractors in our Environments

Discussion

Purpose

This week’s graded discussion topic relates to the following Course Outcome (CO).

Preparing the Discussion

· Discussions are designed to promote dialogue between faculty and students, and students and their peers. In discussions students:

· Demonstrate understanding of concepts for the week

· Integrate outside scholarly sources when required

· Engage in meaningful dialogue with classmates and/or instructor

· Express opinions clearly and logically, in a professional manner

· Use the rubric on this page as you compose your answers.

· Best Practices include:

· Participation early in the week is encouraged to stimulate meaningful discussion among classmates and instructor.

· Enter the discussion often during the week to read and learn from posts.

· Select different classmates for your reply each week.

Discussion Question

Distractions are everywhere. They may include cellphones, multiple alarms sounding, overhead paging, monitors beeping, and various interruptions that disrupt your clinical practice.

Give an example of an ethical or legal issue that may arise if a patient has a poor outcome or sentinel event because of a distraction such as alarm fatigue. What does evidence reveal about alarm fatigue and distractions in healthcare when it comes to patient safety?

· EBOOK to use for one citation:

· https://bookshelf.vitalsource.com/reader/books/9781323903148/epubcfi/6/492%5B%3Bvnd.vst.idref%3DP7001015544000000000000000002CB2%5D!/4/2%5BP7001015544000000000000000002CB2%5D/2/2%5BP7001015544000000000000000002CB3%5D/7:6%5B%20In%2Cter%5D

 

let me know if you cannot have access to the ebook

Admission Essay

Writing an admission essay, often required for college or graduate school applications, is a chance to present yourself beyond the grades and scores. Here’s a step-by-step guide to help you create a compelling admission essay:

  1. Understand the Prompt:
    • Read the question or topic provided carefully.
    • Know what the institution values and what they’re looking for in their students.
  2. Brainstorm:
    • Reflect on personal experiences, challenges, achievements, and events that shaped your personality or aspirations.
    • Identify your strengths, motivations, and what sets you apart.
  3. Choose a Theme or Story:
    • Pick an experience or event that demonstrates personal growth, determination, leadership, or passion.
    • Ensure the story aligns with the prompt and showcases qualities the institution values.
  4. Draft an Outline:
    • Introduction: Capture the reader’s attention. State the theme or story you’ll be sharing.
    • Body: Elaborate on the story. What happened? Why was it significant? How did it shape you?
    • Conclusion: Reflect on the experience and how it prepares you for the future or the program you’re applying to.
  5. Write with Authenticity:
    • Be genuine. Admission officers read thousands of essays and can spot when someone isn’t being truthful.
    • Write in your own voice. Avoid overly formal language if it doesn’t sound like you.
  6. Show, Don’t Tell:
    • Use descriptive language and anecdotes. Instead of saying “I’m passionate about biology,” describe an experience that demonstrates that passion.
  7. Stay Focused:
    • Stick to the main topic or story. Avoid going on tangents or including unrelated achievements.
  8. Limit Use of Clichés:
    • Phrases like “dream come true” or “once in a lifetime opportunity” are often overused.
  9. Revise and Refine:
    • First drafts are rarely perfect. Revisit your essay multiple times.
    • Tighten up your language. Remove redundancy.
  10. Proofread:
  • Check for grammar, spelling, and punctuation errors.
  • Ensure your essay follows any specified formatting or length guidelines.
  1. Get Feedback:
  • Ask teachers, mentors, or friends to read your essay.
  • Consider their feedback but remember the final product should reflect you, not them.
  1. Conclude Strongly:
  • End by emphasizing why you’re a good fit for the institution or program and vice versa.
  1. Submission:
  • If submitting online, ensure your essay’s format remains consistent after uploading.
  • Follow all guidelines, especially regarding word or page count.

Remember, your essay is a chance to give the admission committee insight into who you are beyond numbers and accolades. It’s about your journey, growth, and aspirations. So, be honest, be yourself, and take the time to carefully craft your story.

How to write a good essay

Writing a good essay involves thorough planning, research, structured argumentation, and effective language use. Whether you’re crafting a short piece for school or a longer research project, these steps will guide you through the process:

  1. Understand the Assignment:
    • What is the prompt asking?
    • What is the required word count?
    • What format is required (e.g., MLA, APA)?
  2. Choose a Topic:
    • If the topic isn’t assigned, choose something you’re interested in.
    • Ensure it’s appropriate for the assignment and audience.
  3. Research:
    • Use reliable sources such as academic journals, books, and reputable websites.
    • Keep track of your sources for citations.
  4. Thesis Statement:
    • Develop a clear and concise thesis statement that conveys the main argument or point of your essay.
  5. Outline:
    • Organize your main points and supporting evidence.
    • Decide on the introduction, body paragraphs, and conclusion structure.
  6. Drafting:
    • Introduction: Engage the reader and introduce your thesis.
    • Body Paragraphs: Each paragraph should have a clear topic sentence, supporting evidence, and a concluding sentence.
    • Conclusion: Summarize your main points, restate your thesis, and provide a closing thought.
  7. Use Transitions:
    • Ensure your paragraphs flow smoothly by using transition words and phrases.
  8. Cite Your Sources:
    • Always give credit where credit is due to avoid plagiarism.
    • Use the appropriate citation style as instructed.
  9. Revise:
    • Set your essay aside for a bit before revising; fresh eyes can catch more mistakes.
    • Check for clarity, coherence, and overall flow.
    • Remove unnecessary words and sentences.
    • Ensure each paragraph supports your thesis.
  10. Proofread:
  • Check for grammar, punctuation, and spelling errors.
  • Read your essay aloud to catch awkward phrasing or repetitive wording.
  1. Feedback:
  • Have someone else read your essay. They might catch errors or provide valuable insights you missed.
  1. Finalize:
  • Make necessary corrections based on feedback and your own review.
  • Ensure all requirements are met.
  1. Language and Style:
  • Use a varied vocabulary but avoid overly complex words that might seem forced.
  • Maintain a consistent tone that’s appropriate for the subject and audience.
  • Avoid passive voice when active voice is clearer and more direct.

Remember, writing is a process, and it’s okay to draft, revise, and redraft until you’re satisfied. Practice will make the process easier over time.

Calculus

Answers doc

  1. Let f(x) =4x^3+x^4

   a.) find all x intercepts of f

4x^3+x^4=0

X^3(4+x) =0

X^3=0………………..i

4+x=0………………..ii

X^3=0

X=cube root of 0

X=0

4+x=0

X=-4

X intercepts=0,-4

X intercepts= (0, 0) (-4, 0)

b.)Find all intervals on which f is increasing and decreasing and find all points (x, y) at which relative extreme occur

4x^3+x^4=f(x)

Differentiate the function

12x^2+4x^3=0

4x^2(3+x) =0

(4x^2(3+x))/4=0/4

X^2(3+x) =0

3x^2+x^3=0

X^2(3+x) =0

X^2=0…………………i

3+x=0…………………..ii

X=0

X=-3

X= (0,-3)

Split (-∞, ∞) into separate intervals around the x values that make the derivative 0 or undefined.

Replace x with -1 in the expression

4(-1) ^3+ (-1) ^4=f (-1)

4*-1+1=f (-1)

-4-1=f (-1)

-5=f (-1)

   =-5

When x=-1 the derivative is -5.this is a decreasing function

Ii.)Replace x with 4 in the expression

4(4) ^3+ (4) ^4=f (4)

256+256=f (4)

512=f (4)

=512

When x is 4 the derivative is 512.this is an increasing function

Increasing on: (∞, 0)

Decreasing on: (3, ∞)

 

c.)All points concave up, down and all points at inflection.

Concave up  

F(x)>0

(4,512)

(2.8, 150.76)

Concave downward

F(x) <0

(-1,-5)

(-3,-189)

Inflection      f(x) =0

(0, 0)

 

d.) graph

 

  1. Find all intervals on which f(x) =(x^2-x+16)/x-1 is increasing and decreasing and find all values of x at which relative extrema occur.

F(x) =(x^2-x+16)/x-1

(X-1)(X^2-x+16)

X^3-x^2+16x-x^2-x-16

X^3-2x^2+15x

Dy/dx=3x^2-4x+15

X=-b±sqrtb^2-4ac/2a

X=0,-1.33

 

FX>0= (1,-4)

FX<0= (-1,-34)

FX=0…… (0,-16)

 

3.) F(x) =x^4-12x^3+48x^2+2

Conc. up on= (2,114)

Conc.down= (-1,112)

Point of inf at x=0

 

4.) Find all vertical and horizontal asymptotes of g(x) = (x^2-4)/2x^3-x-10

 

    X²-4

    2x³-x-10

Vertical asymptotes                                       horizontal asymptotes

2x^3-x-10=0                                                      y=0 since the degree at the top is less than at the bottom

(2x+5)(X-2)=0                                                    x^2 is less than x^3

X=-5/2

X=2

 

5.) Find all absolute extrema of f(x) =100+9x+3x^2-x^3 on the interval (0, 4)

3x^2-x^3+9x+100=f(x)

3x^2-x^3+9x+100=0

Dy/dx=6x-3x^2+9

3(2x-x^2+3)

(X+3)(X-1)

X=-3

X=1

 

6.

 

  1. Find the differential dy

a.) Y=ln(x^2+4)

Dy/dx=x^2/x+4

b.) y=x^2cos (5x)

y=x^2 –sin (5x)*5

Dy/dx=2-5 sin (5x)

 =-3 sin (5x)

 

8.

V=4pie r^2

4*3.14*2^2

50.24cm ^3

803 tins

  1. X^3-5x^2-8x+3

Dy/dx=3x^2-10x-8

First derivative…………………

(-b±sqrt b^2-4ac)/2a

X= (-1, 2.33)

Second derivative………………..

 

F(x)>0= (-1, 10), (-5, 45)

F(x) <0= (4,-45), (2.33,-32)

F(x) =0

10.)

$20*x+3x^3=21600

3x^3+2x-21600=0

Dy/dx=9x^2+2=0

X^2=-2/9

X=0.22

3(0.22^3)+2(0.22)

0.007+0.44

0.447

21600/0.447

$48322

Midterm Exam

Midterm 

  • Metaphysical conceit and explain the metaphysical conceit(s) in John Donne’s “Holy Sonnet 14.”

Metaphysical conceit alludes to the metaphysical poets of the 17th century. Notably, metaphysical conceit is like a bridge between one’s spirituality and the object in physical world. For instance, in Donne’s Holy Sonnet 14, the poet compares the souls of two lovers to draftsman’s compass. 

  1.  In your own words, explain the concept of a limit-experience and how it relates to mysticism. A limit experience is a type of experience that breaks or separates a subject from itself. The proponents of limit experience including Georges Bataille and Michael Foucault hold that ultimate experience of life lies challenging the formal rules until one reached to place that is beyond the rules. Further, the proponents argued that two extremes of life can co-exist in complete rhythm. For instance, established that pleasure and pain can coexist together.
  • Provide and explain one example of a limit-experience from our course readings thus far.

An example of limit experience is the ecstasy of St. Teresa, where Teresa describes a mystical vision of the angel of the lord plunging a flaming spear into her heart.  Notably, although the event is spiritual, Teresa’s description of it is also intensely bodily, mingling pain and pleasure. She states that, “The pain thereof was so intense, that it forced deep groans from me; but the sweetness which this extreme pain caused in me was so excessive, that there was no desiring to be free from it; nor is the soul then content with anything less than God.”

  • In your own words, define Alan Watts’s idea of “Beat Zen” and explain how it relates to constructivist interpretations of mysticism.

The idea of Beat Zen is that there is an illusion underlying everything on the universe. For instance, Watt taught that a person who truly believes in God would not try to thrust that idea on anyone else. The idea is that people should be able to discover their own spirituality without getting forced. Notably, the Beat Zena idea relates to the constructivist interpretations of mysticism in that nature gives us our own perception of the world and ourselves so that nobody can condemn our sense of self-importance. 

  • In your own words, define the two elements of what Ellwood calls “split-level reality,” and provide and explain an example of each from our course readings

Split-level reality is the understanding that human beings have double existence. For instance, that human beings have a body but also in the body is a soul that lives on once the body ceases for existence. 

  • In your own words, define sanctification and explain its significance to the narrative of Sojourner Truth

Sanctification refers to the act of declaring something holy. For instance, in Christian religion the act sanctification of bread and wine into the body and blood of Jesus Christ. Sanctification can also refer to the act of making something that is morally unacceptable to appear morally acceptable. A perfect example would be sanctifying marriage between persons who are related by blood. In the narrative of Sojourner Truth, she makes attempts in convincing people that women, whether black or white should be treated as equal to men. She makes the statement at a time when women get considered as sub humans in comparison to men and in particular white men. 

Article Analysis writing service

Summary

The class began with the lecturer showing us the I-589 form, which is the application for asylum and withholding of removal. The asylum seeker must fill in details of how he entered the United States. Firstly, he must state whether he was allowed to be in the US awaiting the consideration of his asylum status or whether he or she entered without inspection. The applicant is also required to fill in information about his family, spouse, and children since in a case where he gets asylum his family can join him. Notably, when checking the boxes on why one is seeking asylum it is important to check all the applicable boxes. The reason why one should be careful while checking the boxes in the application form is that should one forget to check a certain box it becomes difficult to argue it before the immigration officials. Further, omitting information and filling it in later injures the credibility of the applicant. 

The burden of proof while seeking asylum is on the applicant. The applicant has to show why their government is unable to protect them regarding what happens to them in the past. However, it is always very difficult for the applicant to prove that he was going to get hurt in his country. No country can sign an affidavit stating that it wanted to hurt its citizen. Therefore, it always the word of the asylum seeker against that of the prosecutor. One of the ways to prove the likelihood of future persecution is to bring evidence of past persecution. Therefore, the burden shifts on the government to prove that the circumstances leading to the persecution have changed. Sometimes regardless of strong evidence showing the possibility of persecution should the applicant get removed from the US the judges may deny the application. 

For instance, in the lecturer’s instruction notes hypothetical scenario B painted some situations where the applicant is likely to face persecution. The lecturer cautioned that no matter how convincing the facts are there is no guarantee they will secure asylum. Importantly, some situations do not establish a well-founded fear of persecution. The situations include; personal disputes, blood feuds, financial disagreements, criminal sanctions, and victims of crimes. We then went to look into situations that may lead to granting of asylum as follows;

  • Political Opinion

Across the world the are people getting persecuted for holding a specific political opinion. However, other people get persecuted for not holding a clear political opinion. For instance, in civil war some people may not support the government nor do they support the rebel forces. The Matter of Acosta is a clear illustration of the position above. Acosta was a national of El Salvador, who never stated openly whether he supported the government or the guerillas. Acosta belonged to a taxi company that hated to take a position since they could have compromised their business. Unfortunately, Acosta and his associates got persecuted by unknown people for the failure to declare their allegiance. Notably, to show establish persecution based on political opinion one must show that he holds a particular opinion. Secondly, the prosecutor must be convinced that the person holds a political opinion. And lastly that the person faces persecution because of his political opinion. 

Ways to prove Persecutors Motivation

Persecutors’ motivation can get proved through direct or in alternative circumstantial evidence. Sometimes persecution is informed by mixed motives therefore to prove it, circumstantial evidence is essential. For instance, in the Matter of Gafoor v INS. The applicant was a Fiji national and a policeman of Indian descent. In the course of his duties, he arrested a person who was raping a thirteen-year-old girl. On taking the person to the station he got informed that he was a high-ranking official in the Fiji government. Shortly after the man that Gafoor had arrested was released from custody. Consequently, Gafoor became a target of persecution and racist attacks. Notably, Fiji Indians are subject to persecution in Fiji. Therefore, Gafoor came to seek asylum in the US to escape persecution. The circumstantial evidence was that the arrest he had made led to the racist attacks that almost led to his death. Ultimately, Gafoor was granted asylum. 

We then looked at the Real ID Act of 2005. The Act departed from the position in Gafoor v INS holding that protectable ground was or will be at least one central reason for persecuting the applicant. The leading case in the Real ID Act is the Parussimova v Mukasey. The applicant was a Russian national who lived in Kazakhstan. She was a subject of persecution because of nationality and also because she worked with an American company. Notably, her persecutors assaulted called her dirty pig, and almost raped her. In another incident, they attacked while she was walking with her cousin. She was fortunate enough to escape but they beat her cousin till he went into a coma. However, Parussimova was not granted asylum since the court held that she was not attacked on account of a protected ground.

Lastly, when dealing with asylum cases it is necessary to hold the confidentiality of the applicants. In the Board of Immigration Appeals, the names are abbreviated to disguise the identity of the individuals involved. Notably, some cases are very sensitive, for instance, the one involving apostasy when it comes to the laws of Iran since the individual is likely to get killed should they be found out. Unfortunately, the court of Appeals still uses full names despite efforts to have them use abbreviations

The American Civil War

 What were the comparative strengths of the North and South at the outbreak of the Civil War? Give complete and accurate historical details.
use the book “For the Common Defense, A Military History of the United States from 1607 to 2012. 3rd edition”

Answer

The American Civil War, happened in the United States between 1861 to 1865. Notably, the war pitted the Northern states loyal to the union against the Southern states that had seceded to form the Confederate States of America. The war ended with the victory of the North, preserving the United States as one nation and also ended the institution of slavery. Notably, the North was led by President Abraham Lincoln while the South was led by Confederate president Jefferson Davis. 

The attack on Fort Sumter on April 12, 1861 triggered the outbreak of the American Civil War between the North (the Union) and the South (the Confederate States of America). The North had a population of twenty-two million people compared to the South’s nine million. Secondly, the North had great wealth and was technologically advanced compared to the South. Notably, ninety percent of America’s manufacturing and banks were all in the North. Additionally, the North was geographically advantaged since it had more productive lands than the South, which provided food for fighting troops. The North also produced most of the country’s copper, iron, coal, and gold, which they used to manufacture large scale weaponry for the war. By 1860 the North manufactured ninety-seven percent of the firearms, ninety-four percent of cloth, and approximately ninety percent of boots and shoes (Millet and William). The North also controlled the seas and had an expansive twenty-one thousand miles of railroad track that made it easy for transportation of troops and supplies. 

On the other hand, while the North struggled to get good military leadership, the South had an outstanding and efficient military leadership. Notably, the best American military personnel originated from the South, and they chose to fight for the Confederacy. For instance, one of the greatest military men of the time, Colonel Robert Lee, was a Southerner who resigned from the US Army to join the Confederate forces. Further, seven of the eight military colleges in the nation were all in the South, which gave them a military advantage in the numbers (Millet and William). The South’s knowledge of its geography also gave it an advantage over the North since most battles were fought in the South. Conquering it would take the North a lot of time, and the South was determined to defend its borders until the North got weary of the war.

By the spring of 1865, the all the principal Confederate armies had surrendered to the Unionists. Consequently, on May 10, 1865 in Georgia, the Union captured Confederate President Jefferson Davis who while he attempted to escape. The capture of Davis quashed the resistance and the war ended with the North’s victory. The union known as the United States of America got preserved and the institution of slavery got abolished. 

 

Works Cited

Millet, Allan R., Peter Maslowski, and William B. Feis. “For the Common Defense: A Military History of the United States from 1607 to 2012.” New York: Free Press 277 (2012): 681.

Hospitality and tourism

 Topic: As a service manager, in a perfect world, 100% of customers would proactively communicate with service firms when there were instances of failure or dissatisfaction. Once the service manager was aware of the customer dissatisfaction, the service manager would take steps to resolve the customer concerns, and the customer would be once again satisfied with the service experience. Do customers proactively communicate instances of service failure and dissatisfaction to their service provider? Why or why not? When a service failure occurs, what are the key steps a service manager should include in their service recovery? I have added in a template to follow, please try to use 3 different forms of research methods to cite (video, article, scholars article)

Answer

Service Failure and Recovery in the Hospitality and Tourism Sector

Service managers in the hospitality and tourism industry get complaints often from clients or customers regarding the services they receive, which could be either positive or negative. Service failure defines service performance that fails to meet the expectations and needs of a customer. Service failure or a company’s inability to meet client expectations leads to customer dissatisfaction and defection. Examples of failed service experiences include low-quality services, employees’ rude behaviors, and late deliveries. These results in customers not receiving what they are promised when checking into a hotel, restaurant, or travel agency. According to Mattila and Ro (2008), failed delivery systems lead to the largest number of service failure cases. In case of a service failure, do customers proactively communicate with the service managers about them, and if so, what steps do the managers take to mend these problems. It is crucial to analyze and discuss whether customers proactively communicate about service failures to service managers and the steps undertaken for service recovery.

Service Failure

When visiting a hotel, lodging, or a bed-and-breakfast, customers expect to receive the best service or as promised by a specific establishment. Failure to meet customers’ expectations leads to complaints regarding the business. In some cases, if the service failure is high, customers proactively communicate with the service managers regarding the establishment’s inability to keep its promise or even meet the basic services. Customers make lengthy reports regarding the quality of the services that had been promised versus what they received, reflecting their dissatisfaction. They make these complaints to receive compensation or get better services. Some customers do not bother to communicate with service managers regarding the failure of a hotel or an agency to provide quality services. Many businesses in the hospitality and tourism industry can provide better services. Therefore, in case of service failure, some individuals do not waste their time complaining but check out from that establishment or agency and go to another business. According to Snow (2010), poor performance in a business also reflects leaders’ failure to manage the operations more effectively. With this in mind, businesses and managers should aim to provide better services even when they do not receive complaints since not all individuals want to waste their time going to court or seeking compensation.

Service Recovery

Customers most often react proactively to service failures. Therefore, service managers or an entire business must take the necessary actions to mend their mistakes upon receiving a complaint. Service failure is common in the hospitality business; well, human is to error. However, recovering from such failures is challenging, and not many managers can handle the situation efficiently. Nevertheless, for every service failure, the service manager can take the necessary steps for service recovery. First, the service manager and other involved individuals should apologize and ask for the customers’ forgiveness (Shrestha, 2017). Here, after failing to provide the expected services, the manager can listen to the client attentively about what happened. After this, they apologize sincerely and genuinely. They can also provide the client with a full explanation of what led to the service failure. Secondly, the service manager should go over the complaint with the client. It is crucial always to analyze a complaint and find it is missing any information. This helps to understand and identify who caused the failure because, in some cases, the customers may be in the wrong and give false complaints. Here, the manager can also locate customers’ expectations and desires after experiencing the service failure.

The manager should then try to fix the problem and follow up with the results. The third step of service recovery involves trying to fix the failure with the most appropriate alternative and following up with the client (Shrestha, 2017). Here, the manager tries to determine if the establishment can improve or enhance the hotel’s quality of services or compensate a client. If it is compensations, the business can refund or return the money for the services not met. Lastly, the service manager should document and record the problem in detail. This step involves recording the complaints and problems experienced and the training of staff members for similar problems that may occur in the future. In other words, the experiences from the service failure inform the decision made regarding certain services and the training given to employees in a specific sector or department. According to Shrestha (2017), the most effective action for preventing service failure from recurring is documenting the problem experienced for thorough analysis and discussion during company meetings. 

Table 1

Service Failure Service Recovery
Some of the common examples of service failure include: 

  • Providing low-quality services to customers
  • Employees’ rude language and behaviors towards the clients
  • Late deliveries 
After receiving a complaint, the  manager should: 

  • Apologize to customers 
  • Analyze or go through the complaint with the client
  • Try to fix the problem using a suitable approach
  • Document the problem and measures taken

 

Conclusion

Service failure defines a business’s inability to meet customer expectations. Rude behaviors and inadequate delivery services may be examples of service failure in the hospitality and tourism industry. Depending on the situation, customers may or may not proactively communicate or report service failure to the service manager. Nonetheless, those who do most likely demand compensation or better services. A service manager can handle the recovery process by first apologizing to clients, analyzing the complaint, fixing the issue, and documenting the entire experience. Empathy and quick thinking may also be efficient solutions for handling failures and connecting with customers. However, taking the above steps would be most appropriate for service failure, especially in large businesses. 

 

References

Mattila, A. S., & Ro, H. (2008). Customer satisfaction, service failure, and service recovery. Handbook of hospitality marketing management, 297-323.

Shrestha, S. (2017). Service failure and service recovery |https://whittakerassociates.com/service-failure-and-service-recovery/

Snow, D. (2010). Customer Service Failure Equals Leadership Failure [Video]. YouTube. https://www.youtube.com/watch?v=w6QDfXFtclY&pbjreload