Relationship Between Service Quality and Client Satisfaction

Relationship Between Service Quality and Client Satisfaction Clients: Satisfaction with the Service and Organizational Justice Researchers consider that the service quality theory is based on the literature of client satisfaction and product quality (Brady Cronin, 2001). Liljander and Strandvik (1995) observed that client satisfaction is determined by the overall perception of the service quality. This overall picture about service quality of the organization is reached easily if a client regularly uses service of the organization (Liljander Strandvik, 1995). Lagace, Dahlstrom, and Gassenheimer (1991) found that by including â€Å"ethics† as component of the quality of the relationship between pharmaceutical buyers and sellers, ethical behavior led to higher levels of relationship quality and ethical behavior has been positively associated with client satisfaction (Lagace, et.al., 1991). Also, the research conducted in bank sector by Emari, Iranzadeh and Bakhshayesh (2011) found a significant relationship between perceived quality and client satisfaction, and testing Gronroos three dimensions model – which consists from technical, functional and image, the research revealed that general perceptions of the service quality is influenced by the technical quality, in other words it is influenced by outcomes what one receives (Straiter, 2005). According to above mentioned, service quality evaluated by the client can be considered as related to their satisfaction level. Similarly, when considering the service quality gap between employees and clients, we assume that, service quality gap decreases the level of client satisfaction with the organization. We want to reveal the service quality gap relationship with client satisfaction with intellectual disability care centers: H2a: Higher is the gap in service quality evaluation lower is the relatives’ satisfaction with the organization (fig I). The relationship between service quality and client satisfaction has been reported to be different in terms of strength between industries as well as between contexts (Ame, 2005, 2009; Sureshchandar et.al. 2002). Accordingly, researchers consider that some factors must be responsible in influencing this relationship. These include, but not limited to, the type of industry studied, nature of service, income levels of client, management culture, client social culture, gender, etc, (Ame, 2005). The various empirical findings on studies about service quality and client satisfaction have suggested that relationships on these variables may be moderated by some factors. Client perceived justice is one of the popular factors among researches in the field of service. Liao (2007) confirmed client perceived justice mediation effects on client satisfaction and service recovery performance. Also the study conducted to determine the influence of emotions on justice for client satisfaction conducted by Ellyawati, Purwanto and Dharmmesta (2012) found that clients’ perceived justice impacts on clients’ satisfaction. According to the one of the Justice theories Equity Theory, the inequality can be observed when person perceives that he/she is putting more and is getting less value, and satisfaction much depends on how one perceives the justice, injustice can lead to dissatisfaction and anger (Adams, 1965). Clients’ perceptions of the input and output, and their perception about the fair distribution of resources, information etc. is expected to have a moderator role for their satisfaction. Accordingly we expect that organizational justic e perceived by the relatives of PIDs can moderate the relationship of service quality gap and relatives’ satisfaction with the center: H2b: Relatives perception of organizational justice moderates relationship between service quality gap and relatives satisfaction with the organization (fig I). We discussed the problems of ethic in service quality from the side of the employees and from the side of the client (relatives). However, the situation is getting more complex and critical especially when considering the primary goal of the organization oriented on mental health care: to increase the quality of life of people with intellectual disabilities (PIDs). We review this aspect in the next section. PIDs: Quality of Life and Service Quality Evaluation The World Health Organization (WHO) defines Quality of Life (QoL) as â€Å"individuals’ perceptions of their position in life in the context of the culture and value systems in which they live, and in relation to their goals, expectations, standards and concerns† (The World Health Organization Quality of Life Assessment WHOQOL, 1997, p. 1). We can say that QoL exists when one perceives that lives with dignity, feels that dreams and ideas are respected, and is an active handler and responsible of own life (Tamarit, 2002). QoL as usually includes subjective evaluations of positive and negative aspects of life (World Health Organization Quality of Life Assessment 1998). Generally it includes health perceptions at physical and mental level and their relations—including conditions, social support, etc. (Kindig, Booske Remington, 2010). Organizations that provide services to people with intellectual disabilities (PIDs) also contribute to developing their QoL (FEAPS, 2010), and are designed to care the QoL of individuals with intellectual disabilities (Martinez-Tur, Peirà ³, Moliner, Potocnik, 2010). These organizations are the basic sources of QoL for people with intellectual disabilities (Moliner, Gracia, Lorente, Martinez-Tur, 2013). Since QoL of PIDs is directly derived from service quality that is provided for them, we suppose that it can be affected by the ethical challenges in services; service provided from professionals includes dilemma: to whom it must be ethical – to PIDs or to relatives? As we mentioned above service quality perceived by relatives and service provided by employees is related to challenges since they have different standards about how service should be provided. Usually for the mental healthcare service organizations a relevant source of information is the relative of the PIDs; QoL of Persons with Intellectual Disabilities can be evaluated from professionals/employees or from relatives. Since information which comes from external subject is more objective it is more relevant to use family member as the main evaluators to assess QoL of PIDs (Moliner, et. al., 2013). When there is a gap in service quality and QoL is evaluated by the relatives we argue that it can have influence on th e level of QoL of PID. Therefore in order to improve quality for future development in mental care related services the assessment of QoL is an important tool (Moliner, et. al., 2013). Our next hypothesis aims to find out this relationship among gap and QoL: H3a: Higher is the gap in service quality evaluation lower is the quality of life of PIDs’ perceived by their relatives (fig I). Any attempt to judge the service quality provided by mental healthcare services would be less complete not considering the experiences of people who use the product and receiving the service. By finding out what service users think, important information can be obtained which can have impact on other factors (National Institute for Health Clinical Excellence, 2012). National Institute for health and care excellence (NICE) claims that past years are characterized with more initiatives highlighting the importance of considering the service user’s experience about the service quality. E.g. Lord Darzi’s report on High Quality Care for All (2008) focuses on the importance of the entire service user experience to ensure that they are in a safe and well-managed environment (Darzi, 2008). To understand how center is operating to deliver high service quality to direct users (PIDs) it is important to understand what users think about their care and treatment. Our last hypothesis stresses on the effect of PIDs perceived service quality that can moderate the service quality gap effect on their QoL: H3b: PIDs’ service quality evaluation moderates the relationship between service quality gap and PIDs’ quality of life perceived by their relatives (fig I). With the almost universal increase the involvement and support for mental healthcare services more concerns are about the responsibility of the agencies and professionals who provide such assistance (Roth, Fonagy, Parry, 1996), the QoL of people with intellectual disabilities becomes a very important question nowadays. Specifically, social, educational and health services are focusing on providing services to people with intellectual disabilities, and establishing this subject as a specific goal of the organizational in order to find new ways of developing a QoL in the future (Schalock Verdugo, 2007). These questions and hypothesis give opportunities to orient organizations’ activities in order to improve the service quality, mental health, satisfaction and QoL at the centers for intellectual disabilities.

Charity Essay

Charity is supposed to be a selfless act done by people who expect nothing in return for their help except for the feeling of having helped someone in need. Charity has changed from an act of nobility or kindness to a way of looking good in front of other people or to receive some type of material reward or to receive some type of tax reduction as done by big companies who prefer †Donating† $100,000 and then save $300,000 in tax reductions for helping out a such noble cause.Charity should be what it used to be a SELFLESS cause period, not just a â€Å"win-win situation† in which both parties â€Å"benefit† from it, it should be done because you want to do it out of the kindness of your heart not because it will get you a C- on the class you’re failing or, because you want to look good in front of someone, it should be done because you want to help the people in need. For example my five year old cousin Jerry, at his age you would expect him to blow al l of his money on games, toys or other things kids like, but no he doesn’t.He saves up all his allowance for months at the time and then one he feels he has an amount that seems big enough to help someone he will goes online to see what charities convince him to donate his money on them, so far he has donated over fifth teen hundred dollars to over ten different charities that vary from animals in danger of extinction to research for AIDS and even Cancer, and he started doing it all by himself, not because someone expected it from him, not because he wanted to look good in front of other people he did it because he wanted to make help people in need, people who don’t have as much as we do, people who have had the â€Å"bitter side of life† as my little cousin would say.One time he went on and went asking door by door all over town until he had knocked on every single door in his town (with his moms supervision of course) and gathered up a good nine hundred dolla rs he could donate to a research on way to prevent miscarriages, and in my opinion more people should be like my cousin and walk that extra mile to help people without the need to receive a â€Å"reward† in order to do what he feels is right. Charity should be a selfless act, and not this sempiternal cycle in which people expect a reward for everything they do.

Descartes The Existence Of God - 1682 Words

Descartes’ attempt to prove the existence of God begins with the Trademark argument. He reasons that by having an idea of an infinite being with a certain degree of â€Å"objective reality†, â€Å"there must be at least as much reality in the efficient and total cause in the effect of that cause† (40). Descartes’ idea of God has more objective reality of any of his ideas. Therefore, God must be the cause of his idea as a result of his existence. In what follows I will explain these terms and why the premises seemed true to him. It is important to mention that Descartes distinguishes two types of realities of ideas, the objective (representational) and the formal (actual) reality, for which the formal reality seems to possess more reality than the objective reality. By formal reality, Descartes is referring to the actual existence of an idea and by objective reality, he means the object contained in an idea. What is being introduced here is the notion of degrees of reality. Descartes classifies three levels of formal reality from the highest to the lowest level of reality: infinite substances, finite substances and modes. An infinite substance (God) consists of a higher level of formal reality and exists independently from everything else, whereas finite substances (human) exists independently of everything but God, followed by modes which consists of even less formal reality. After classifying the ideas and distinguishing the two types of realities, Descartes can makeShow MoreRelatedDescartes and the Existence of God751 Words   |  3 Pagesï » ¿Descartes: The existence of God Over the course of his treatise Discourse on the Method, the philosopher Rene Descartes attempts to refute radical skepticism, or the idea that we can know nothing with the mind, because what we consider reality may simply be a delusion or a dream. Descartes begins, however, by taking a posture of doubting everything, and then attempting to discern what could be known for certain. Rather than attempting to affirm his existence, I thought that a procedure exactlyRead More Descartes Existence Of God Essay588 Words   |  3 Pages The existence of God has been a question since the idea of God was conceived. Descartes tries to prove Gods existence, to disprove his Evil demon theory, and to show that there is without a doubt something external to ones own existence. He is looking for a definite certainty, a foundation for which he can base all of his beliefs and know for a fact that they are true. nbsp;nbsp;nbsp;nbsp;nbsp;Descartes overall project is to find a definite certainty on which he can base all his knowledgeRead More Descartes and the Existence of God Essay1140 Words   |  5 PagesDescartes and the Existence of God Once Descartes has realized that he can know with certainty that â€Å"I exist† is true, he continues to build on his foundation of truths. The truth about the nature of God, proof of God’s existence, and the nature of corporeal objects are considered, among others, after Descartes proves his existence. Descartes’ principal task in the Meditations was to devise a system that would bring him to the truth. He wanted to build a foundation from which all further philosophicalRead MoreDescartes Proof Of The Existence Of God1609 Words   |  7 PagesOne of the most important ideas upon which Descartes’s proof of the existence of God rests is that rational minds face constraints. While God is the absolute infinite, humans and other beings exist with limitations on their actions. One of these limitations is human intellect, which Descartes names as one component of the cause of our tendency toward error as humans. The finite nature of human intellect, he argue s, combines with an infinite will which causes us to seek an understanding of phenomenaRead MoreDescartes Argument For God s Existence Of God Essay1103 Words   |  5 Pagespaper, I offer a reconstruction of Descartes argument for God’s existence in the Third Meditation. Descartes tries to prove the existence of God with an argument that proceeds from the clear and distinct idea of an infinite being to the existence of himself. He believes that his clear and distinct idea of an infinite being with infinite â€Å"objective reality† leads to the occurrence of the â€Å"Special Causal Principle†. I will start by discussing and analyzing Descartes clear and distinct idea of an infiniteRead MoreDescartes Fourth Meditation On The Existence Of God1382 Words   |  6 PagesIn Descartes’ Fifth Meditation, he delivers an argument that has come to be known as the Ontological Argument. It is here that Descartes argues for the existence of God, through a priori re asoning. In order to understand both the strengths and weakness of this argument, I will first break it down into its main premises. From here, I will argue that despite the simplicity and use of reasoning in the argument, the weaknesses outweigh the strengths, and ultimately that the argument fails. To allow forRead MoreDescartes Second Argument For The Existence Of God1642 Words   |  7 PagesPaper: Descartes’ Second Argument for the Existence of God As with almost all of Descartes inquiries the roots of his second argument for the existence of God begin with his desire to build a foundation of knowledge that he can clearly and distinctly perceive. At the beginning of the third meditation Descartes once again recollects the things that he knows with certainty. The problem arises when he attempts to clearly and distinctly understand truths of arithmetic and geometry. Descartes has enoughRead MoreDescartes s Meditations On The Existence Of God929 Words   |  4 PagesDescartes sets out in his meditations to prove that something exists beyond any doubt. He determines that the only way to prove anything outside of his mind is to prove the existence of his idea of God. The ideas that come from his process are interesting, but he doesn’t prove the existence of God is undeniable. Several arguments Descartes uses to claim God exists, don’t hold up to what he has proved up to that point in his meditations. The first being his use of the causal principle on which theRead MoreDescartes Argument for the Existence of God Essay1167 Words   |  5 Pages Descartes employs what is known as an ontological argument to prove the existence of God. Saint Anselm who lived during the 11th century first formulated this type of argument. Since then it has proved popular with many philosophers including Rene` Descartes. Even though ontological arguments have lost popularity with modern philosophers there has been some recent attempts to revive them. Descartes formulation is regarded as being one of the best because it is straight forward and relativelyRead MoreDescartes Ontological Argument For The Existence Of God1302 Words   |  6 Pages10/30/2014 Descartes’ Ontological Argument for the Existence of God The Ontological Argument for the existence of God is an a priori argument that aims to demonstrate that God’s real-world existence follows necessarily from the concept of God. In Meditation V of Discourse on Methods and Meditations on First Philosophy, Descartes presents his version of the Ontological Argument for the existence of God. In this essay, I will argue that this argument fails because necessary existence for a concept

Cosmology A Creation Myth - 1227 Words

At the infrastructure of nearly every culture is a creation myth that explains how Earth in its entity came to be. Cosmology is defined as being all of the assumptions we make about how the universe is arranged. Modern society has developed possible assumptions in regards as to how the universe came to be and in similar so did ancient cultures. These myths have an immense influence on people’s framework of reference. They all come from one early source and are divergent only because time and local cultural circumstances have exaggerated or modified them. Despite being separated by numerous geographical barriers, many cultures before and after Genesis have developed creation myths that share common aspects that are fundamentally derived†¦show more content†¦And on the seventh day God ended his work which he had made; and he rested on the seventh day from all his work which he had made†¦Ã¢â‚¬  (Gen. 2.4). In the second story, creation takes one day, man is created first, then proceeds the creation of all the plants and animals, and in the end, the woman is created. To further reiterate what some people believe Genesis One and Two are no doubt contradictions based on the descriptions others have the intuition that Genesis One is the account of the creation of the universe and life on planet Earth as it happened in chronological order. Genesis Two is simply an expanded explanation of the events that occurred at the end of the sixth and creation day-when God created human beings. Indian myth is confronted by the imaginative riot of Vedic, Hindu, Buddhist, and Jainic deities that gives rise to the God-given creation as seen in Genesis. In the early myths of the Rig Veda it was said: â€Å"who verily knows and can declare whence came this creation? He, the first origin of this creation, whose eye in the highest heaven controls this world, whether he did or did not form it all, he verily knows it, or perhaps he knows it not† (Harrison 516). Edward Harrison articulates in his article â€Å"Creation of the Universe† that according to the Hindu