The Internal Conflict in I Used to Live Here Once by Jean...

In the Short story, â€Å"I used to live here once by Jean Rhys portrays the story of a woman who is still in the process of accepting her death and that she is already in the afterlife. The conflict in the short story is also very intriguing because this is more of an internal conflict that the female character has to deal with. The conflict undeniably in the short story is all about the internal conflict between the female character and herself. Obviously the female character is already a spirit and she is having a hard time accepting that she is already dead. She visits the place that she used to call home but she notices that there have already been many changes that have happened there (Concert). She is aware of the changes that have happened in the place where she used to live because her memory is very powerful. However, as she continues her travel in the places that are familiar to her it slowly occurs to her that she is merely a spirit and not alive anymore. She notices tha t the day is ordinary and typical but the sky is ‘glassy’. She even tries to talk to the children under the mango tree but her voice does not resonate to them. She is talking to them but the children do not really hear her. Rather, the children suddenly feel an unusually cold feeling so they just opt to go back to their house. It is clear that her presence made the children suddenly afraid. There are many evidences that prove that the female character is merely a spirit who is just travelling inShow MoreRelatedA Picatrix Miscellany52019 Words   |  209 PagesA PicA Trix MiscellAny Underground Edition 2007 e.v. CONTENTS On the Picatrix I. Introduction to the Picatrix (The Aim of the Sage) of al-Majriti, Maslamati ibn Ahmad II. Summary of the Contents of the Picatrix III. Excerpt from a Lecture on Alchemy by Terence McKenna On the Moon and the Lunar Mansions IV. Extracts on the Moon V. The Mansions of the Moon: â€Å"On the Creation, Proportion and Composition of the Heavens for the Fashioning of Images† VI. The Picatrix: Lunar Mansions in Western Astrology

Could Russia Have Defeated Japan in the Russo-Japanese War Free Essays

This essay will examine Russia’s advantages and disadvantages pre-war, war and post-war that could have changed the course of history and enabled Russia to defeat Japan in the Russo-Japanese War. Russia, despite major advantages in resources, military personnel, naval forces, and strategic depth, lost the Russo-Japanese War to Japan, a rising power whose military strength and power were grossly underestimated. Why? What could Russia have done differently to defeat Japan in the war? Summarizing and analyzing the advantages and disadvantages of Russia’s poor leadership, lack of strategic planning against Japan, and logistical differences will help clarify what it did wrong and what it could have done to defeat Japan in 1904. We will write a custom essay sample on Could Russia Have Defeated Japan in the Russo-Japanese War? or any similar topic only for you Order Now Diplomatic and economic factors before and during the war In 1854, Japan had reopened her doors to the United States, the United Kingdom, and Russian after 200 years of isolation from all Western powers, except the Netherlands (Koda 12). Of these powers, Britain and Russia had the strongest impact on the national security policy of the Japanese government. By the 1890s, given the growing competition among European Powers in Asia, Japan had begun to implement policies to increase the nation’s military and economic modernization. They recognized that failure to do so would lead to the â€Å"nation’s dominance or dismemberment† by foreigners (Francis 1). Between 1888 and 1904, the Russian Empire’s economy was booming. As the financial heath of the government improved, it can be expected that the Minister of War would be allowed to share in this bounty. The Ministry was able to fund two discrete rearmament programs: the acquisition of magazine rifles and the introduction of the first quick-firing field artillery piece (Fuller 363). Both programs helped enhance and put Russia at an advantage in military readiness and innovation compared to other powers within the region. In 1894, Russia had a new Tsar in Nicholas II, who was â€Å"young, dreamy and ambitious†Ã¢â‚¬ ¦ and noted by biographers as â€Å"a weak man and easily led† (Fuller 370). Another important figure to Russia’s government was Count S. Iu. Witte. Witte, the Minister of Finance, 1892-1903, rapidly became one of Nicholas’s most influential ministers in the early part of his regime as Tsar (Fuller 370). Witte was the prime mover of the Trans-Siberian and Chinese Eastern railroads, which allowed Russia to become a monopoly over resources and markets of Manchuria (Fuller 370). In March 1900, War Minister Kuropatkin delivered a speech in which he summarized the ways in which Russia had used its’ military power in the past two hundred years and a series of predictions on upcoming challenges the nation would have to face. He argued that Russia â€Å"neither needed nor desired war with any of the other Great Powers; it simply had nothing to gain by it† (Fuller 377). Yet, Russia was not a satisfied Power and in a report to the Tsar, Kuropatkin had to endorse the continued economic exploitation of Manchuria and the expansion of Russia influence in the East (Fuller 378). Moreover, Russia had concluded an alliance with China against Japan and, in the process provided the finance China needed in exchange for railway and industrial monopolies and won rights to extend the Trans-Siberian Railroad across Chinese-held Manchuria to the Russian seaport of Vladivostok, thus gaining control of an important strip of Manchurian territory (Warner 113). Unfortunately, the unfinished state of the Trans-Siberian railroad in 1904, logistical problems, and heavy costs meant only about 100,000 Russian troops and supporting units had been deployed to the Far East. However, this continuous crash collusion over the â€Å"spheres of influence† in Manchuria, Port Arthur, and finally in 1903 when Russia developed an economic interest in Korea further exasperated Japan (Koda 16). Start of the War The Russo-Japanese War took place from February 1904 to September 1905; it was a war that originated out of rival imperial ambitions of the Japanese and Russian Empires over Manchuria, Port Arthur, and Korea. The Russians had been pursuing a course of steady aggression and contrary to what Japan considered her â€Å"vital interests and national honor† (Mahan 172). The Russians had countless chances to gain an advantage and a better diplomatic position over Japan. After negotiations back and forth concerning â€Å"spheres of interest† between the two nations were not met and in Japanese eyes were ignored due to the arrogance of the Tsar; Japan severed diplomatic relations on 6 February 1904 (Answer. com). Late at night on the 8th of February, a force of Japanese torpedo boats entered into Port Arthur. Through the dense fog, they launched a surprise attack that not only surprised the Russian naval squadron, but also surprised the world. Only one ship, the Novik, was not caught entirely napping and was able to give chase (Warner 17). Three of Russia’s biggest ships took severe hits: the cruiser Pallada, Retvizan and Tsarevitch (Warner 17). Russia was shocked and definitely not prepared! Although gunfire stirred some in the evening, many knew nothing of the attack until the next morning. Some had heard and assumed that the fleet had been carrying out exercises and few people â€Å"expected that the first attack by Japanese- or any attack at all- would take place in Port Arthur† (Warner 17). Crafting a War Plan The Commander of Russia’s Far Eastern Armies, General Kuropatkin was tasked with developing Russia’s war plan; his idea was to deny Japan an early victory by alternating tenacious holding actions and strategic withdrawals in order to gain the time needed to bring thousands of additional troops from European Russia (Fuller 379). â€Å"Inso far as possible,† he wrote, â€Å"our forces must avoid decisive engagements in order to escape being defeated in detail prior to concentration of forces sufficient for the defeat of the Japanese† (Fuller 400). He expected the Japanese to invade Manchuria, they did; he anticipated that the Japanese would attack Port Arthur, they did; so, his plan was absolutely accurate and unquestionably foreboded the events that were about to unfold in this Russian nightmare. But no matter how intelligent or administratively talented Kuropatkin may have been, he committed the gravest of errors by underestimating his enemy. The Japanese army was highly motivated and trained and ready to implement their war plan. In an attempt to avoid war, Japan presented Russia with a treaty that would be relatively fair to both sides. Russia, to the surprise of no one, declined the terms and Japan was left with no choice other than to declare war. In July 1903 at pre-war negotiations, the Japanese Minister in St. Petersburg as instructed to present Russian Minister, Roman Rosen, with his country’s views and desires. After the proposal, Russia provide a counter-proposal and Japan provided another proposal by which â€Å"Manchuria would be outside the Japanese sphere of influence and, reciprocally, Korea outside Russia’s† (Answers. com). One month later on 4 February when no formal reply had been received, Japan severed ties and went about achieving everything that they asked for at the pre-negotiations. According to Karl von Clausewitz, a renowned theorist of war, two parties need to want peace for a war to be terminated and both sides must be able to overcome internal and external oppositions to end the war. Because of Russian leaders’ incompetence, arrogance, and inability to respond promptly and compromise negotiations, Japan’s pre-war requests and Kuropatkin’s predictions of Japan’s war strategy were developing in what would be known in history as the Russo-Japanese War. Elements of the Land Campaign At the outbreak of the war, Russia had the world’s largest standing army, but most of it was in Europe. The Japanese knew that Russia could not fully concentrate its’ army in the Far East because â€Å"it had to keep some forces in western Russia as a counter to Turkish, German, and Austrian forces† (Koda 22). Russia was not ready for the war with Japan, and the Japanese knew it. All Japan had to do was concentrate its’ forces in Manchuria and match the strength of Russian forces there. For the Japanese to establish superiority, they had to overcome their handicaps: shortage of strategic reserves, an insufficient stockpile of ammunition, and poor field heavy artillery (Koda 23). In order to overcome these handicaps, Japan had a well thought out operational plan and effective tactics on the battlefield, which yielded perfectly to the warfare of Manchurian plain. In my opinion, all Russia had to do was delay Japanese forces while they built up their strength in the west and bring forces south from the Chinese Eastern railway. Without the Trans-Siberian Railway to assist in reinforcing Russian forces, Russia would be left without â€Å"a real plan of campaign† (Warner 319). Therefore, the longer the war went on, the more likely an eventual Russian victory would have been in a battle of industrial attrition due to the continuing flow of reinforcements along the railway. Synchronizing ground and naval efforts Japan had to deliver a severe blow before Russia had time to prepare and execute whatever war plan that they may have established. In the words of Admiral â€Å"Bull† Halsey, Japan needed to â€Å"Hit hard, hit fast and hit often. † In March the Japanese landed an army in Korea that quickly overran that country. In May another Japanese army landed on the Liaotung Peninsula, and on May 26 it cut off the Port Arthur garrison from the main body of Russian forces in Manchuria. Russia needed to stop playing on the defense and start being on the offensive. With the help of reinforcements received via the Trans-Siberian Railroad, Russia continued attacks, but it proved indecisive owing to poor military leadership. An example of the Russian’s impotence in leadership occurred at the siege of Port Arthur. After believing that the purpose of defending the city was lost due to the defeat of the fleet, Major General Stessel decided to surrender his post without consulting the other military staff present, or the Tsar and the military command. All disagreed with his decision because the garrison was still well stocked and had months of food and ammunition. In 1908, Stessel was convicted by a court-martial and sentenced to death, though later pardoned for his offenses (Answer. om). More aggressive naval power The Japanese Combined Fleet was slightly superior to the Russian Pacific Fleet (Koda 22). Japan was at an advantage to Russia, because Russia’s fleet had to be divided in two forces, one at Port Arthur and the other at Vladivostok (Koda 22). The fleets at Port Arthur and Vladivostok were also smaller and less ready, which left Russia’s land and naval forces outnumbered at the start of the war. Japan’s strategy was to engage each force separately and prevent any Russian reinforcements. Japan’s Combined Fleet had to destroy the Pacific Fleet before the arrival of reinforcements and it was necessary for Admiral Togo â€Å"to preserve his strength, to ensure that he had a fleet capable of destroying the reinforcements when they arrived† (Koda 23). The Russian fleet in Port Arthur presented a menace to the sea lines of communication for Japan and was a determining factor of the war. The attack, although successful, was not executed as planned. It continued long enough to afford Russia the opportunity to bring into play her other naval forces from the west and if other circumstance would not have accorded, may have caused Japan their victory. For example, the Baltic Fleet was on its last leg of its 18,000 nautical mile journey to Vladivostok, when they were spotted by the Japanese Combined Fleet. The Baltic Fleet had been successfully traveling at night to avoid discovery. Unfortunately, one of her hospital ships exposed a light, which was sighted by a Japanese ship. The ship reported the sighting to Admiral Togo, who was able to position his fleet and engage in the battle of Tsushima. The Russian fleet was annihilated at Tsushima. If the Russian fleet would have positioned their cruisers, designed for speed and endurance, at Vladivostok, Russia would have had a better chance at counter-attacking Japan’s fleet. Unlike Port Arthur with only one way in and out, Vladivostok had two exits, to the Japan Sea and to the east coast of the islands by way of the Tsugaru Straits. The Japanese vessels out numbered the Russian vessels and they probably would have still picked off the Russian vessels one by one, but positioning the cruisers at another port would have allowed for continued freedom of commerce. Although this is an indirect effect to the war, it directly affected the already unstable economy and a growing rebellious status to war efforts in Russia. One of the most important things to remember is not just the multiple locations of the Russia fleets, but that they were divided into fractions individually smaller than those of a possible enemy. If the Russian divisions at Port Arthur, Vladivostok, and in the European ports of Russia would have been united, they would have outweighed the Japanese fleet; hence causing the Japanese fleet to re-evaluate their plan and possibly changing the course of the war. Additionally, Admiral Makarov, Commander of the Baltic Fleet, suggested that more ships should assist the Port Arthur and Vladivostok, but with his death a conference of the Higher Naval Board with the Tsar presiding was needed. For the next three months, the new commander, Admiral Rozhdestvenski, struggled with â€Å"the inevitable tangle of Russian red tape† and prepared his fleet for the long journey and they set sail in October of 1904 (Warner 402). The Baltic fleet should have been sent east the instant the Japanese declared war and would have arrived in ample time to assist and been able to provide much needed reinforcements and a more aggressive naval power. Conclusion Despite Russia’s major advantages in resources, military personnel, naval forces, and strategic depth, they lost to an up and coming power, Japan. Furthermore, they could have negotiated out of starting a war, and never have been put in a situation that caused undue hardship on their ill-prepared naval and land forces. If it wasn’t for poor leadership, lack of strategic planning, and logistical differences, Russia could have defeated Japan in the Russo-Japanese War. How to cite Could Russia Have Defeated Japan in the Russo-Japanese War?, Papers

Hospitality Management Customer service

Question: Discuss reasons for using customer Purpose of evaluating a customer service policy service policies . Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development . Evaluate different communication methods and how these are effectively used . Analyze how customer perception is influenced by customer service provision. Assess sources of information on customer requirements and satisfaction levels. Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements. Deliver customer service in a business and service environment. Review own performance in the delivery of customer service and make recommendations for improvement. Answer: Introduction In present competitive environment high quality of service is expected for effective customer relationship management. The service organization today is transforming their emphasis from traditional interchange of business activities to activities of rational exchange (Feuss, 1995). Therefore it is very crucial for service organizations to maintain a satisfying relationship with their clients. Service quality in hotel industry is very much dependent on the exchange of processes that happens between the service provider and their customers (Buttle, 1996). In hospitality industry, it is crucial to evaluate any service gap and focus on ensuring quality services to enhance customer satisfaction; it also important to meet customer expectation and perception regarding service delivery (Feuss, 1995). In this competitive environment, number of budgeted hotels is opening in UK market, one such renowned hotel chain is Travelodge. According to recent customer survey, the company is failing to meet customer satisfaction level and score as low as 50 and regarded within 5 most worst performing hotels in terms of customer satisfaction (Coldwell, 2013). However, with proper customer analysis, company can regain its market position. This is a customer analysis report prepared on London Hackney Hotel, one of the properties of Travelodge in north London (www.travelodge.co.uk, 2016). This report aims to evaluate three elements, importance of customer service policy and its role; second task focus on customer communication process, different methods and ways to convince customers and third is to evaluate customer expectations from the hotel and satisfaction level from the service through secondary and primary research. This paper will help managers of London Hackney Hotel in understanding gap between customer expectations of service and their service delivery, so that proper strategic actions can be taken to gain customer loyalty, satisfaction on the brand. Customer service policies Customer service can be defined as an overall process of all the activities carried by organization to satisfy customer expectation and satisfaction level. It includes services provided before service is delivered, during service encounter process and also after service is given to customer. Key element of customer service includes service quality, customer satisfaction and loyalty(Bowie Buttle, 2004). A strong and effective customer service can help in gaining competitive advantage. Customer service policy is a standard document prepared for establishing a standard for execution of customer service in fairly standard situation(Feuss, 1995). Use of customer service policy help in clarifying minimum standard of services for employees; it helps in understanding commitment, basic services, prohibition and communication within hotel property (Timm, 2008). Properly framed service policies are helpful for both customers as well as employees in understanding regulations and work accordingly. Gaining competitive advantage in the market: In this competitive market, competitors generally match the product/service offering at same price; strong customer service policy will help in beating market competition by excelling employees in service delivery system (Kassim, 2010). Stable working environment: in service industry continuous customer interaction take place, therefore employees must be clear about customer satisfaction level, it will help in ensuring team work, better employee and customer relationship and fast service delivery (Cronin, 2000). Increase cost efficiency: Properly made and implemented customer service policy help in increasing customer retention, which help in boosting organizational profit. Enhance brand value: increasing customer satisfaction and service helps in improving positive image of the hotel, it will also help in increasing positive word of mouth publicity. In terms of London Hackney Hotel, there is no specific document present as customer service policy, there is integrity statement which represents information on honesty and ethical presentation of all transaction; there are two other core policies which include privacy policy and terms and condition. These two documents include information regarding booking, cancellation, data security, payments, rights, disputes etc. However, there is need for more concrete policies on customer service that include hotel commitment towards its customers, training to employees, dealing with people with disabilities and feedback process; all these elements are completely missing from hotel policy document, which must be included for improvement. Purpose of evaluating a customer service policy It is very crucial to evaluate customer service policy in order to understand present rules that are being followed by employees to gain customer satisfaction, whether set policies are covering all required aspects or not; it will help in analyzing the service gap and modify policies to make them more attractive and customer centric (Brotherton, 2008). Customer service policies have several elements, while evaluation it is crucial to analyze whether structure of the policy is proper or not, it must be present in easy and understandable language, it must be accessible to all; it must include information on customer requirements, their expectations, service information, confidentiality of data and communication process (Oh Pizam, 2008). Training and development at Travelodge hotels Training is the process of providing and developing information and skills required by employees to operate within the organizational system. It helps in motivating employees and increasing overall productivity. It helps in developing staff skills, behavior; enhance team work and becoming competitive in the market (Noe, 2013). It will also help in developing professional and personal characteristics of staff. Customer service policy can be used as an effective document for staff training in the organization; it can help in delivering informations, which are as follow; Basic service standard; this document help employees in understanding minimum service standard set by management, it include commitment, trust worthiness, the way booking, cancellation and disputes to be managed, services for people with disabilities; basic methodology to deal with situation and customer interaction. Service quality: this document can be used to set customer expectations from service delivery, it helps in clarifying standardized processes within hotel, it also help in understanding code of conduct, privacy policies and terms and conditions for various service delivery; it also help in understanding staff competency requirement, flexibility and responsiveness to deal during service delivery (Robledo, 2001). Evaluation process: this document also include information on feedback process, which help in understanding the way responses can be collected and used for enhancing customer experience within hotel. As the above analysis on Travelodge hotel showed need for preparing a concrete customer service policy, it also helped in analyzing missing areas which must be included in the policy. Therefore, while proving training to future employees, management need to focus on factors like commitment, staff behavior, feedback process, need for people with disabilities; as this information will help employees in dealing with customers in better way. It will help employees in improving their service quality, understanding hospitality industry better and also get genuine feedback for industry improvement. Need for promoting a customer-focused culture It is crucial to develop a customer-focused culture as it help in understanding customer demand and fulfill their needs in best way. Organization culture have indirect impact on guest experience, as it helps in framing the social environment in which employees operate and interact with customers (Laroche, 2009). It is crucial to develop culture that focus on customer needs and enhance coordination among employees. Further, the key to customer-focused culture is to develop employee skills, encourage ownership, risk, feedback and implement advance technological functions. Three core elements that impact customer delight include employees, customer expectations and organizational environment (McLean-Conner, 2006). Communication method analysis Communication is the key strategy to know the customer better and offer them personalized treatment which helps in exceeding their satisfaction level. Employee interaction methodology also impact the way service is being perceived by customers. It is crucial to evaluate different communication methodologies, their advantages, disadvantages, impact on customer satisfaction and prepare a concrete guide for communication that can be easily used by employees for effective communication with customers. Different types of communication methods that can be used in hotels are discussed below; Verbal Verbal communication is regarding as oral conversation among people, it can be one to one interaction such as communication with customers, it can be with groups, and it can be over telephone also. In this methodology words are spoken to pass the intended message. Verbal message is very common in hospitality industry, when employees are in continuous interaction with customers (Robbins, et al., 2014). There are several element which must be considered during verbal communication, it include tone of voice must be low, staff need to interact in low and soft voice with customer and it induce positivity in communication process; other element include speed of communication and inflection; one should not use any sarcasm or defensive language during customer conversations. During group communication, voice needs to be louder but tone needs to be soft. This type of communication strategy is best suited in case of detail explanation requirement, for convincing someone, to understand problem, to complimenting someone. Written Business communication are generally accepted in written forms as they help in presenting clarity as well as used for future reference. Written communication within organization include memos, business proposals, letters, training manuals, office orders, emails, policies, rules and notices. Written communication can be hand written or printed; now days customers are also opting for written communication for bookings in hotels (Chaturvedi, 2004). Customer interaction written communication must be written in polite, formal manner, it must convey positive message to customer. As during written conversation customers cannot see any expression, it is very crucial that they interpret right meaning of written message. Now a days increasing use of internet led an increasing use of written interaction between customer and hotel staff. This interaction impact hotel image and also create customer perception regarding hotel. This method helps in keeping reference for future. Non-verbal Non-verbal communication can be defined as intentional or unintentional behavior of normative actions or expectations. The role of non-verbal communication methodology is inevitable during communication process, different factors such as gestures, postures, eye contact plays significant role in sending and receiving messages, which can be unsaid also. Staff expressions such as smile, physical appearance, dress code, hygiene, body movements, body orientation, eye contact, nodding, hand shaking, and smiling; proxemics and paralanguage have significant impact on service encounter. Transmission of emotions through nonverbal cues also impact customer perception regarding hotel (Kueh Bagul, 2013 ). While communicating with customers, it is crucial to ensure that employees words are matched with proper expression, because deviation between the two impact customer perception negatively. Impact of customer service on customer perception In general customer service provisions have strong impact on customer perception. If a customer is satisfied with customer services then it help in gaining customer loyalty, a company always want to increase repeat purchase and create a strong pool of loyal customers; it also help in increasing organizational profit and brand image (Mooij, 2010). Customer service provision impact the way customers see a brand, it shapes their image of hotel and further their choice also. Perception regarding Travelodge is not very positive in the market, it is being ranked three stars by customers in terms of value for money, and customer is dissatisfied from the breakfast offered. In the year 2014, company also invested for bedroom refurbishment of its hotel which helped in increasing customer satisfaction. Though Travelodge is a budget hotel but there are issues in their customer service provisions, they are failing to satisfy customers, there are minimum service standards being expected as budgeted hotels also these days. For example, customers have complaints regarding no shampoos in bathrooms of hotel, these are basic demands which impact customer perception adversely and create negative image (Davis, 2007). Therefore, there is need for improving customer service provisions for Travelodge to get its market image back. Investigate customer requirements and expectations Secondary research This chapter aims to understand customer requirements and expectations from the hotel; difference between customer expectation and actual service delivery leads to customer dissatisfaction. There are different type of sources that can be used by companies to assess customer requirements and expectations from the organization. Customer expectations are dynamic and they flow continuously at each service level. Understanding customer expectations and adding service performance accordingly helps in getting higher customer satisfaction. Customer survey This is the most widely used and successful method of understanding customer expectations as well as satisfaction from service delivery. Customer expectations are continuous evolving, therefore asking directly from customers help in knowing their expectations from service directly. Different tools for doing this include questionnaire survey, telephone or email surveys (Bernard, 2000). However, associating an incentive to survey help in collecting more feedback, for instance participate in the survey and get 5 percent off on next visit at Travelodge. Analyzing the loophole Another method for understanding customer expectation is to know failure areas, is the service delivery level is less than what is being offered. This can also be done by analyzing service delivery blueprint of hotel; it helps in identifying service delivery failure areas. This tool help in evaluating service from all 7 ps perspectives such as core service, employees, infrastructure, pricing, promotion, any area which is failing to meet customer expectation can be improved. Competitive analysis Another tool that can be used for understanding customer expectation is to evaluate competitors position vis--vis own company position; it will help in understanding why customers prefer competitors over them, what is being offered by their competitors, it will help in understanding the service delivery gap and make strategy accordingly. Sources for information Apart from this, different stakeholders can also be observed and interviewed for understanding customer expectations from the hotel; some of them are as follow; Customer: customer is the most appropriate person to understand their expectations from particular hotel, brand, it will help in analyzing what they want from the hotel and how their satisfaction levels can be enhanced Employees: Front office employees are mostly involved in direct communication with customers; they can contribute in understanding customer expectations through observations Customer records: different records such as complaints, grievances, customer comments at different websites, and reviews on the property helps in understanding service level expectations and loopholes Findings of secondary research After collecting data from various sources following information have been collected regarding customer requirements and satisfaction level at Travelodge London Hackney Hotel: In budgeted hotel, customer does not expect a very luxurious treatment but there are few basic service level expectations which include cleanliness, value, location, sleep quality, rooms and services. Apart from this, SERVQUAL is an appropriate tool for evaluating customer expectations on the basis of tangibility, reliability, responsiveness, assurance, and empathy (Gale, 1994). Analysis showed that customers are no more merely looking for low price element in budgeted hotels, rather they want to feel valued and an experience to remember; for example money back guarantee by primer inn in UK is a classic example of increasing customer expectation levels. However, there is a customer segment called new budget converts, are the one who were using luxurious hotels but later on moved to budgeted hotels due to economic crisis but there expectations level from budgeted hotels are also very high Customers do not want to pay for services they do not use such as a theatre desk, an extensive room service menu and a spa, therefore such price modification as per service usage are expected by customers. Primary research Different sources that can use for collecting primary data on customer satisfaction include questionnaire, interview, case study analysis, observations etc. (Kothari, 2009). Here primary research has been conducted on visitors and guest of Travelodge, who has visited any of Travelodge hotels in the past and share their experience accordingly. Process A small survey on ten randomly selected visitors was targeted through social media site, Facebook. A pre-defined questionnaire was sent to all guest and responses were collected and evaluated. Questionnaire Name Gender Strongly Agree (SA) Agree (A) Neutral (N) Disagree (D) Strongly Disagree (SD) 5 4 3 2 1 Expectation Statements 5 4 3 2 1 1. The food served must be fresh, hygienically prepared and tasty. 2. Rooms must be clean 3. Personal basic facilities like music, basic hygiene material such as soap, shampoo must be available for the guest 4. Safety and security issues of the guest must be taken into consideration 5. The staffs must be enthusiastic to solve customer queries and handle unexpected situations 6. Follow up services such as tracking the customer experience after service encounters are taken into consideration. 7. Customer must get value of their money Satisfaction Please tick statement while you think London Hackney Hotel is providing and meeting service expectations Statements 5 4 3 2 1 1. The food served by the London Hackney Hotel is hygienic, fresh and as per customer specification 2. Rooms are clean 3. Personal basic facilities like music, basic hygiene material such as soap, shampoo are well available for the guest 4. The personal information of the customers are considered confidential and is not misused by the London Hackney Hotel 5. The staffs of the London Hackney Hotel are enthusiastic to solve customer queries and handle unexpected situations 6. Follow up services such as tracking the customer experience after service encounters are taken into well consideration by the hotel 7. Customers get true value for their money Customer requirements Below is graphical representation of customer expectation from hotel services: Primary research helps in understanding that customers have high expectations in terms of value for money, as they are choosing a budgeted hotel for their stay because price holds significance in their choice. Further, second high expectation is in terms of facilities inside rooms, they seek access to basic facilities as they do not consider budgeted hotels to be cheap rather they must fulfill customer basic requirement. Third element is importance room, must be clean and of standard size and facilities. Fourth key expectation is from staff of the hotel, customer look for cooperative, enthusiastic staff that can help them in solving their problems. Fifth expectation is from food, followed by security and feedback. Satisfaction level Below is graphical representation of customer satisfaction from Travelodge hotel services: Further, if present satisfaction level from London Hackney Hotel is analyzed then customers are highly dissatisfied from accommodation which score an average score of 2.5; value for money is also not worth, customers believe that hotel fails to provide them adequate services for money they pay, they are also dissatisfied with quality of food. Element facilities scores only 1 as all customers are dissatisfied with facilities provided within rooms, staff and feedback is also not up to the mark. Analysis shows that London Hackney Hotel, a property of Travelodge fails to meet customer expectation of service level in all criteria. It is a serious matter that require strategic changes in service management of Travelodge hotels otherwise it might impact the company adversely in both financial and non-financial terms. Recommendation for service improvements There is need for revamping overall service strategy of Travelodge hotels, few of them is as follow; Preparing a concrete customer service policy to state clear standards of service delivery for customers (Coye, 2004). Providing adequate facilities, as budgeted hotels no more mean cheap hotels, rather customer expect standard services (Johns, 1993). Proper training must be provided to staff on customer management and interaction. Proper feedback system must be implemented to get customer reviews and grievance handling produce to resolve complaints in earliest possible time. Both internal and external feedback system must be implemented to review both operational and customer service performance (Rao, et al., 2008). Conclusion Above analysis helped in understanding importance of internal mechanisms, policies and communication on customer perception and expectation regarding hotel. Service industry is very fast, one poor service encounter spread hundred negative word of mouth comments and impact company image adversely. In this era of technological advancement, in no time customer can impact company image adversely through internet. It is crucial to keep all policies and standards at place, Travelodge needs to prepare a concrete customer service policy document that help employees in understanding their service standards and deliver work accordingly. Properly maintained policies help in training employees. Further, communication is the key element in service industry, therefore proper consideration must be ensured during verbal, written communication, nonverbal cues and expression should be considered properly. Major findings show low level of customer satisfaction regarding Travelodge, there is need for ma king strategies to improve customer experience and fulfill their expectation. Bibliography Bernard, R., 2000. 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