The children of King Tutankhamun Essay Example | Topics and Well Written Essays - 1000 words

The children of King Tutankhamun - Essay Example The two mummies are suspected to be his still born children of Tutankhamun, DNA testing is currently being undertaken by the Supreme Council of Antiquities in collaboration with the Cairo University‘s Faculty of Medicine. In ancient Egypt, a pharaoh’s family was buried in a tomb, which essential was similar as Pharaoh’s tomb (David 60). The mummified bodies discovered in the tomb were accorded the respect that the ancient Egyptian had on the dead. The Egyptians respected the gods and worshiped then sometimes even praying to the m for children. They thus saw children as pure and blessings from the gods. They were buried alongside their belongings with the belief that they would require them in their next life. Some people also believe that the pharaoh was buried, alongside these children for him, to start life as a newborn in the new life where they believed that he was headed (Fleming & Alan 57). The objects symbolize the children of the pharaoh; they tell us much about the Egyptian history. The way people lived and related with one another in that community. By the study of these mummies, then the scientists have been able top uncover much about the pharaoh’s life (Fleming & Alan 56). The two mummified bodies do not represent any gods; the gods could be represented by something else found in the tomb. It is believed that the ancient Egyptian did not use people as symbols to represent their gods. However, they did use certain objects like images of the gods casted in gold (David 67). In ancient Egypt, if the pharaoh’s children died at a tender age, then they were supposed to be buried beside their father in his tomb. This is what is suspected to have happened to the children of Tutankhamun. Studies by the archaeologists show that the two children might have been twins who died at a birth. They had several defects that might have caused their deaths (Zaki 67). The children were buried with the pharaoh in

See below Essay Example | Topics and Well Written Essays - 4500 words

See below - Essay Example The active participation of the legislature started from the (DPP v Myers, 1965 AC 1001) case, where the House of Lords, stated, that the no uniform principles were being followed, in the current scenario and the future determination of exceptions to hearsay should be left to the legislature. At the very onset, we should state that the Dictionary defines, ‘hearsay’ as ‘second-hand information’. Speaking in legal terms, Hearsay refers to the testimony given by a witness not about what they personally saw or heard but about something, someone else saw or said they heard. In legal cases, the use of hearsay has been resorted to include evidence that under other circumstances would not have been admissible in court. However at all times it must be borne in mind that Hearsay must not include, any form of gossip or rumours. To state it in a more simple form, hearsay is according to Sir Auld, â€Å" an assertion other than one made by a person while giving oral evidence in the proceedings as evidence as any fact asserted.† However, Hearsay is an exclusionary rule of Evidence Law albeit subject to a multitude of statutory and Common Law exceptions. Tracing the origin of the concept of ‘hearsay’ leads us to the trial of Sir Walter Raleigh, 1603 where wrongful judgement passed, based on hearsay evidence. It was this wrongful judgement that led the English Jurists to devise hard and fast rules with reference to hearsay evidence. Subsequently, all hearsay evidence was banned on the pretext that they were the admissions of a third party to whom neither the defendant nor the prosecution were privy to. It is obvious that the hearsay rule is intricately interwoven with the concepts of â€Å"truth† and â€Å"proof† and with the credibility, reliability and the memory of the witness in question. Hearsay contains within its womb a very high degree of implication and this implication weighs very heavily on the minds of the jury before they deliver a verdict.

Company analysis Research Paper Example | Topics and Well Written Essays - 2500 words

Company analysis - Research Paper Example It is a holding company. The company is a supplier of communications, entertainment, and information services and products to customers, government agencies, and businesses. It functions in two most important segments: Wireline and Verizon Wireless. Verizon Wireless Communications services and products consist of data services, equipment sales, and wireless voice over all United States (Verizon). The services and products of Wireline include internet access, voice, long distance, broadband video and data, network access, Internet protocol network services, and various other services. The company gives these services and products to consumers of United States, as well as to businesses, carriers, and government consumers in both America and all its one fifty countries globally. Verizon Communications Inc. attained HUGHES Telematics Inc. as well. The long-term source of Verizon value is central role we usually play in industry fundamental to global economy and extremely embedded in cust omers’ lives. Even though it’s the iconic products that enhance people’s creative strategies, and lives that release new markets and develop technological access. The associations that endorse initiatives or innovation apply technology to imperative social issues. Verizon is standard-bearer for industry and organizer in giving advantages of our authorizing technology to the global (Verizon). Verizon Communications Inc. ranked number one in industry list of World Most Admired Companies in 2012 Fortune magazine. For Verizon Communications Inc, the philanthropic and technological resources to attend to world’s unmet environmental and social needs are the first priority. In this procedure, the social innovation that will release new markets, reinforce growth and grow Verizon’s important role in digital world. Verizon Wireless was founded in 2000 as a mutual venture of Verizon Communications and also Vodafone. It is an inventive wireless communications corporation that links businesses and people with innovative wireless technology and also available service (Verizon). Vodafone is also an innovation of Verizon Communications Inc. It is the biggest mobile telecommunications giver in Western hemisphere and accounts for 45% possession of the Verizon Wireless. Vodafone provides services in thirty countries and networks in more than fifty more. The mission statement of Verizon Inc is As follows: "As a leader in communications, Verizon's mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors." (Verizon). â€Å"Vision statement of Verizon Communications Inc is, â€Å"Win customers by building wireless, broadband and global IP networks and delivering the innovative products, services, applications and content that transforms lives and empowers businesses and communities.† (Verizon). Strategic Imperatives A t Verizon Communications Inc, the power of technology is used to resolve the impediments any company may face. The Strategic Imperatives are to increase the revenue, customer retention and growth, give bundle services of Television, data, and voice and takes share from the competition. Verizon exploit the weaknesses of cable, outperforms cable on service of customers, give best customer service, and also provided flexibility of installation. Verizon believes in

The children of King Tutankhamun Essay Example | Topics and Well Written Essays - 1000 words

The children of King Tutankhamun - Essay Example The two mummies are suspected to be his still born children of Tutankhamun, DNA testing is currently being undertaken by the Supreme Council of Antiquities in collaboration with the Cairo University‘s Faculty of Medicine. In ancient Egypt, a pharaoh’s family was buried in a tomb, which essential was similar as Pharaoh’s tomb (David 60). The mummified bodies discovered in the tomb were accorded the respect that the ancient Egyptian had on the dead. The Egyptians respected the gods and worshiped then sometimes even praying to the m for children. They thus saw children as pure and blessings from the gods. They were buried alongside their belongings with the belief that they would require them in their next life. Some people also believe that the pharaoh was buried, alongside these children for him, to start life as a newborn in the new life where they believed that he was headed (Fleming & Alan 57). The objects symbolize the children of the pharaoh; they tell us much about the Egyptian history. The way people lived and related with one another in that community. By the study of these mummies, then the scientists have been able top uncover much about the pharaoh’s life (Fleming & Alan 56). The two mummified bodies do not represent any gods; the gods could be represented by something else found in the tomb. It is believed that the ancient Egyptian did not use people as symbols to represent their gods. However, they did use certain objects like images of the gods casted in gold (David 67). In ancient Egypt, if the pharaoh’s children died at a tender age, then they were supposed to be buried beside their father in his tomb. This is what is suspected to have happened to the children of Tutankhamun. Studies by the archaeologists show that the two children might have been twins who died at a birth. They had several defects that might have caused their deaths (Zaki 67). The children were buried with the pharaoh in

Company analysis Research Paper Example | Topics and Well Written Essays - 2500 words

Company analysis - Research Paper Example It is a holding company. The company is a supplier of communications, entertainment, and information services and products to customers, government agencies, and businesses. It functions in two most important segments: Wireline and Verizon Wireless. Verizon Wireless Communications services and products consist of data services, equipment sales, and wireless voice over all United States (Verizon). The services and products of Wireline include internet access, voice, long distance, broadband video and data, network access, Internet protocol network services, and various other services. The company gives these services and products to consumers of United States, as well as to businesses, carriers, and government consumers in both America and all its one fifty countries globally. Verizon Communications Inc. attained HUGHES Telematics Inc. as well. The long-term source of Verizon value is central role we usually play in industry fundamental to global economy and extremely embedded in cust omers’ lives. Even though it’s the iconic products that enhance people’s creative strategies, and lives that release new markets and develop technological access. The associations that endorse initiatives or innovation apply technology to imperative social issues. Verizon is standard-bearer for industry and organizer in giving advantages of our authorizing technology to the global (Verizon). Verizon Communications Inc. ranked number one in industry list of World Most Admired Companies in 2012 Fortune magazine. For Verizon Communications Inc, the philanthropic and technological resources to attend to world’s unmet environmental and social needs are the first priority. In this procedure, the social innovation that will release new markets, reinforce growth and grow Verizon’s important role in digital world. Verizon Wireless was founded in 2000 as a mutual venture of Verizon Communications and also Vodafone. It is an inventive wireless communications corporation that links businesses and people with innovative wireless technology and also available service (Verizon). Vodafone is also an innovation of Verizon Communications Inc. It is the biggest mobile telecommunications giver in Western hemisphere and accounts for 45% possession of the Verizon Wireless. Vodafone provides services in thirty countries and networks in more than fifty more. The mission statement of Verizon Inc is As follows: "As a leader in communications, Verizon's mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors." (Verizon). â€Å"Vision statement of Verizon Communications Inc is, â€Å"Win customers by building wireless, broadband and global IP networks and delivering the innovative products, services, applications and content that transforms lives and empowers businesses and communities.† (Verizon). Strategic Imperatives A t Verizon Communications Inc, the power of technology is used to resolve the impediments any company may face. The Strategic Imperatives are to increase the revenue, customer retention and growth, give bundle services of Television, data, and voice and takes share from the competition. Verizon exploit the weaknesses of cable, outperforms cable on service of customers, give best customer service, and also provided flexibility of installation. Verizon believes in

Supportive Learning Environment Essay Example for Free

Supportive Learning Environment Essay Explain how to establish and maintain a safe and supportive learning environment 7.3.1. Explain how to establish ground rules with learner’s to promote respect for each other. 9.3.2. Explain how to promote appropriate behaviour and respect for others. 7.3.2. When considering teaching in Further education, I assumed that managing behaviour and having to establish ‘ground rules’ had been left at the school gates, amidst an onslaught of eggs, signed uniforms and flour. Of course, having had a little experience, I now feel that students in F. E are the most diverse group to teach anywhere in education and with that, equally diverse in terms of behaviour and motivation. In order to establish and instigate ground rules in the first instance, basic rules should be agreed upon from the very start. For example; Mobile phones on silent, no talking while others are speaking and no eating during the lesson. Other rules can be applied as the course progresses. The establishment’s policies and procedures should be observed as a group, as this ensures everybody is aware of them. Observing behaviour, listening to what the students have to say and talking to them in an open forum leads the way to further establishing an agreeable environment in which to learn. Rules can be updated in this way and enable change to be considered depending on how the class develops. In order to remind learners of these mutually agreed guidelines, it is a good idea to display them in the room to refer students to if and when they are breached. Creating a ‘safe’ environment is integral to learning. Disruption, noise, lack of direction, bullying and aggressive styles are not conducive, so it is important in my role to develop good practise in dealing with challenging behaviour and promoting a positive, respectful atmosphere. Once more is known about the students, writing learning objectives for the session and stating what the students will be able to do at the end of the lesson could go somewhere towards promoting expectations and creating order within the room, another point at which to refer to if needed to keep learners on task. A supportive learning environment should be purposeful and task orientated, where the tutor emphasises the need to progress steadily. This can be done by starting lessons promptly, creating a smooth flow to the lesson, involving pupils and monitoring their progression and organisation. A positive effort should be made to ensure pupils have or build on self-respect and esteem by setti ng realistic opportunities for success and helpful support and encouragement whenever difficulties arise. A sense of order within the class can be managed by presenting lessons effectively and establishing positive relationships with pupils- based on mutual respect and rapport. I will, as a tutor, have to develop skills in managing behaviour and use a variety of tactics in order to develop an understanding of students individually and as a group. Hopefully, I will be able to combine that with the correct approach to planning, my approach, the resources to use in order to deal with barriers learners may have adopted towards learning and to maintain a good level of motivation. I believe in creating a relaxed, warm and supportive atmosphere in a group, as in my experience I have found that it creates a positive environment and suits my style when interacting with and enabling others. (Kyriacou, C.1998:65) writes- with regard to this particular style- ‘This better enables pupils to develop curiosity and interest in the learning activities’ However, this may lead to pupils relyin g on help, so it is important to establish and implement boundaries so that the learners initiative and motivation isn’t compromised. Giving feedback in a supportive way can help to encourage students to use study skills by highlighting how making notes or paying attention more closely can better equip them in meeting the demands of the program. Of course, I am aware that not everybody will want to interact fully within the group in this way and some would rather things were direct and less ‘fluffy’. I myself like to find a quiet place during a break and spend time alone. Sometimes I want to stay where I am seated and not move around to sit with other people. In general, promoting this environment and leading by example will in effect have a positive impact on the group. In my previous journal from week one, I wrote about how I try to include pupils who have low confidence in group discussions or activities with other more confident members of the class. In the same way, I also like to try and mix motivated pupils with those who may be struggling to find motivation. In an attempt to understand motivati on and what motivates I have considered Abraham Maslow’s (1987) Hierarchy of Needs in which he describes a series of stages towards achieving ones potential or ‘self-actualisation’. The stages are set as a pyramid with the most basic human need at the base and self-actualisation at the top. The base describes physiology which incorporates basic needs such as food and sleep begging the question, ‘Are the students tired or hungry?’ Safety describes the need for security. I must ask myself, ‘Is the environment safe? Are the students feeling secure and happy? Are they confident in my ability?’ Love and belonging, referring to a need we have as humans to be valued and needed. Looking at this I will need to ensure that all of the students feel included and that they are being respected by the rest of the group. I must ensure that I am using an inclusive approach in teaching. Esteem ‘building this through achievement and by being acknowledged by others’. It will be important to monitor development and ensure growth in confidence through peer support and recognition. Finally, Self-actualisation- the desire to reach what is perceived to be ones ‘full potential’ asking ‘Is there an individual and shared sense of achievement?’ and ‘Are the students operating with initiative, creativeness and independence?’ As a tutor, I will be expected to lead by example in modelling desired behaviour. Not only is it important to treat students with respect, it is important to treat other members of staff and outside agencies in the same way. I have experienced negativity from one staff member towards another member of staff where it was obvious-through body language and facial expressions- that there was a conflict. This impacted negatively on the class, as the students noticed what was going on. As a result, the students ostracised one staff member and took sides. This caused a very difficult atmosphere to work in and the ‘disliked’ member of staff was ignored and treated unfairly. This highlighted the importance of professionalism to me and whenever I have to work alongside people I may not always see eye-to-eye with, I must remain impartial in my views and ensure I keep thoughts and facial gestures very much to myself. References: Kyriacou, Chris (1998) Essential Teaching Skills. Second edition.London. Basil Blackwell LTD

Service Delivery And Service Recovery Strategy Tourism Essay

Service Delivery And Service Recovery Strategy Tourism Essay Expectation is one of the most important thing related directly to the guest that the hotel has to know in order to be able to provide the service that fulfill the needs and desire of the guest. Its the key to know whats the hotel has to provide in order to make the guest feel satisfy. Before experiencing the service, each guest must have their own expectation. As what Pizam and Ellis had discussed in their research, the meaning of expectation can be describe as a mutable internal standard which is based on a multitude of factors including needs, objectives, past personal or vicarious experiences with the same establishment restaurant, with similar establishments, and the availability of alternatives. Besides on past personal experience and other factors have been mentioned, the expectation of the guest can also be based on whats the hotel had been promised to the guest. Not only that, another factor such as advertisement which is based on external communication can affect the expectation of the guest. For example, the guest who is looking for five star hotels for the accommodation during their holiday will search some particular hotels through the website, brochure, etc. If the advertisement of that particular hotel is very attractive and the physical of the hotel looks luxury and interested, most probably it will build higher expectation to the guest. Halstead (1994) also stated that the guest who, didnt have any experience before they go to one particular hotel, will rely on external source of information. H1: Good advertising could probably affect and increase the expectation made by the guest. Moreover, through the research made by Getty and Thomson in 1994, it is known that the expectation should be elicited prior to the service being provided; otherwise it will be influenced by perceptions of the actual service being provided.For instance, the guest may change her expectations during the service encounter and use those changes (perhaps more realistic) expectations as the standard of comparison. Many researchers support that statement because some think that the information that the guest receive during the current service will affect the expectation they have made before the service experience. Halstead (1993) found that expectations that are measured after service experience was higher for dissatisfy customers than for satisfy customers. On the other side, the guest, who has little or no experience of product and service before, will generate little information that leads to lower expectation made on the first time they experience the service. For instance, the guest who has never been stayed in five star hotel will have lower expectation about the five star hotel they are about to stay. This happened because the guest doesnt know whatare the products and service offered by the five star hotel, the guest just has little information that might be gotten from the advertisement they have seen before. Though there are differentiations for both the factors influence expectation and the times the guest makes their expectation, but normally the expectation of the guest can be grouped as several parts. As written in the research made by Lewis and McCann (2004), they classifying the expectations that based on what the guest expect from three or four star hotels. Below are the results of the ranking both business and leisure guests expect through their staying in three or four star hotels: Clean, comfortable bedrooms with all items in working order. Good quality food and beverages. Friendly, helpful, polite and efficient staff. High level of room security. Speedy, efficient check-in and out. The data above was made in the research made by Dolnicar (2002) to show that most of people expect to have clean room (including bathroom). Meaning to say that the guestwho are staying in three or four star hotel are more concern to the cleanliness of the hotel. Even the data was obtained through the questionnaire; it can change according to how many star of the hotel. Besides, she had completed her data with the expectation from the business travelers hotel expectation by hotel star category. The data is shown below. */** *** **** ***** Good food 8.0% 10.0% 5.6% 3.7% TV 5.3% 6.0% 2.1% 0.0% Good service 1.3% 4.0% 2.6% 4.9% Good location 2.7% 3.0% 2.1% 4.9% Staff 2.7% 2.0% 1.0% 0.0% Good value for money 5.3% 1.5% 3.1% 0.0% Pleasant atmosphere 0.0% 1.5% 3.6% 3.7% Large room 0.0% 1.5% 3.1% 3.7% Toilet 1.3% 1.5% 0.0% 0.0% Cheap 1.3% 1.0% 0.0% 0.0% Shower 9.3% 1.0% 1.5% 1.2% Internet 0.0% 1.0% 1.5% 2.5% High quality 0.0% 0.5% 1.5% 2.5% Food 6.7% 0.0% 0.0% 2.5% Comfortable bed 2.7% 0.0% 1.0% 1.2% Comfort 0.0% 0.0% 0.5% 3.7% It is shown in the data above that the expectation from business travelers hotel expectation is different according to the star of the hotel theyve been staying at. Both of the data above broaden the factors influence expectation of the guest; star of the hotel and type of the guest are also influence the expectation made by guest. Jonathan D. Barsky also stated that the perception of product or service performance will influence the response made by guest if it combines with the expectation or pre-experience standard. When the guest has no pre-experience standards or expectation, the response of the guest will directly reveal their perception of the product or service experience without being affected by their expectation. Satisfaction In hospitality industry, the guest will evaluate more on its service than its product. Quality of service becomes the most important things that the guest will experience and give their valuation through. Since every guest wish to perceive the best service or in the other word; excellent service, hotel has to make efforts in giving them what they wish. The meaning of the excellent service is given in the research made by Berry, Parasuraman, and Zeithami which is a profit strategy because it results in more new customers, more business with existing customers, fewer lost customers, more insulation from price competition, and fewer mistakes requiring the re-performance of services (1994, pg. 32 Vol 8. No. 2). It is clearly said that through the excellent service, hotel will increase their customer and decrease the lost of the customer. In other words, if hotel gives excellent service to the guest, it will result in having more profit for the hotel itself.However, excellent service will lead to satisfaction of the guest which will cause in the increasing of guests loyalty. When it comes to satisfaction, every guest who feels satisfy with the service given will disposed to be loyal to the hotel. So, it can be said that the satisfaction the hotel wants to obtain from the guest is to gain the loyalty from them.It was said by Jones and Sasser (1995) that increased customer loyalty is a critical driver of a firms long-term financial performance. Besides, the guests who feel dissatisfied with the hotel will reduce loyalty and the reputation of the hotel through the action they may do after experienced service failure. Therefore, satisfaction is the goal that the hotel wants to achieve. The meaning of customer satisfaction had been written in the article as a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service (WTO, 1985). Through this definition, it is known that satisfaction can be obtained by fulfilling guests hopes and expectation. Furthermore, satisfaction is not a definite thing that will go constantly the same; each person will perceive different level of satisfaction even when they are in the same hospitality experience. The reason behind it is that each guest has their own needs, objectives, and past experience that will affect their expectations. Based on this statement, its very important for the hotel to know how to measure customer satisfaction. Of course, the reason for measuring customer satisfaction has to be clear in order to get the right information from the guest. According to Naumann (1995), five objectives that are the reasons the hotel measures customer satisfaction are: To get close to the customer It was well explained that the hotel has not only just know but also understand the most important attributes to customer, why those attributes affects customers decision making, the importance of those attributes, and get a feedback of how well the hotel perform to deliver each attribute. Measure continuous improvement The attributes that are necessary for the customer are linked directly to value added processes in the firm and are put into a form consistent with the internal measurements used to evaluate the process. To achieve customer driven improvement Not all customers are from the same source of valuable innovation. This will need creation of a comprehensive database that not only tracks sales, but sources of innovations. To measure competitive strengths and weaknesses Perceptions of the customer will be determined by the competitive choices. This is achieved through the possible survey and future customers as well as current and past customers. To link customer satisfaction measurement data to internal systems (Naumann, 1995, pp.22-7). Knowing that satisfaction is very important to be learned in the industry especially service industry such as hospitality industry, there have been research discussed about this topic. There have been nine distinct that researchers developed about the theories of customer satisfaction. The nine theories include: expectancy disconfirmation, assimilation or cognitive dissonance, contrast, assimilation-contrast, equity, attribution, comparison-level, generalized negativity, and value-precept (Oh and Parks, 1997). Based on expectancy disconfirmation theory, satisfaction is caused by confirmation or positive disconfirmation of consumer expectations, and dissatisfaction is caused by negative disconfirmation of consumer expectations. (Pizam and Ellis, 1999). When the outcomes received by the guest are different from what the guest have been expected, negative disconfirmation occurs. According to the research made by Yuksel (2001), there is positive disconfirmation when the service performance is better than what the guest had been expected before which lead to the satisfaction of the guest. When service performance is the same as the guests expectation, there is a confirmation which still leads to the satisfaction of the guest. Moreover, the guest will feel dissatisfy when the service performance is not good as what the guest had been expected which there will be a negative disconfirmation occurs. At the time the guest feel dissatisfy, it means that the need and wants of the guest cant be fulfilled by the hotel. Even though the satisfaction of the guest depends on the service performance and the expectation, minimum tolerable level also give impact to the satisfaction of the guest. Minimum tolerable level is the situation where the guest still can accept the failure that the hotel made. According to Yuksel (2011), depending on the situation, some of the guests will still feel satisfy when the service performance falls short of their predictive expectation but above the minimum tolerable level. Each person has different minimum tolerable level as they have different expectation. Basically, this minimum tolerable level cant be predicted and measured, so the hotel cant provide the service based on this minimum tolerable level just to prevent the guest feel dissatisfied. H2: When the hotel cant meet the high expectation made by guest, they will still feel satisfy if the service meets their minimum tolerable level. According to Pizam (1999), Dissatisfiers were more likely to earn a complaint for low performance or absence of a desired feature than anything else. But an operation that exceeds the threshold performance standard apparently will not receive compliments on the attributes. Meaning to say, the guest can be easily feel dissatisfy of the failures or the small things that not happened smoothly but will be very hard to appreciate the higher performance level achieved by the hotel. For example, the guest will easily feel dissatisfy when they expect the bathroom was clean but they found a rubbish near the basin. However, the guest will not be easily impressed when they expect the room was clean and the hotel provide more than that with decorating the room with a flower. Service Recovery Service Recovery was made because its impossible to give a maintain service that will never change nor have a mistake. In order to compete with other industries, each has to improve their performance all the time. Not only creating new stuff, products, or refurbished the building but also improving the service. Unfortunately, even there is a significant improvement, mistakes and failures will always be made since theres no so called perfect service.Through this realized condition, hotel creates recovery service to obtain positive response from the guest. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied customers and to ultimately retain these customers (Miller et al., 2000, p.38), and it includes situations in which a service failure occurs but no complaint is lodged by the customers (Smith et al., 1999, p. 359). There are always the strategies made before doing the recovery of the service. According to Lewis and McCann (2004), service recovery strategies are the actions that services providers take, in response to defects or failures, comprise a combination of psychological recoveries and tangible efforts. In addition, service recovery strategy is made to avoid bad response showed by the guest after theyve experienced service failure. When the guest experienced service failure, they may switch their option and move to the competitors, make a complaint that will give bad impact for the hotel if they speak out in public media, and the worst thing; they may use negative words to share about the bad experienced theyve had. As word of mouth is one of the media that works fast among people, negative words shared by the guest can influence hotels profit and reputation.There have been many researches stated that dissatisfied customers might tell ten to twenty people about their bad experience with their colleagues (Zemke, 1999). In order to decrease dissatisfactionthat lead to the negative consequences for hotel, some strategies have to be performed to the guest that experienced service failure as the recovery. H3: Service recovery strategy will prevent the hotel from the negativeopinion shared by the guest who had experienced service failures. At the first time the guest chose the place to stay, they have made their expectation and when the guest dont get what they have been expected or the quality that they evaluate is very poor, the guest will feel dissatisfy. After feel dissatisfy, the guest will either make a complaint or give their feedback to the hotel. From those situations, then only the hotel know that theres some failures occur.Sundaram, Jurowski, and Webster (1997) had mentioned in their research that Dissatisfied customers expect that service failures will be recovered when they complain. Moreover, there are five broad service dimensions that the guests use to evaluate or judge the service quality. The five dimensions are: RELIABILITY : The ability to perform the promised service dependably (32%) and accurately. RESPONSIVENESS : The willingness to help customers and provide prompt (22%) service. ASSURANCE : The knowledge and courtesy of employees and their (19%) ability to convey trust and confidence. EMPHATY : The caring, individualized attention provided to (16%) customers. TANGIBLES : The appearance of physical facilities, equipment, (11%)personnel, and communication materials. Those five broad service dimensions will affect to the evaluation made by the guest. Once one of the dimensions cant be fulfilled by the hotel, the evaluation from the guest through the hotel will decrease and vice versa. As human being, we will absolutely make a mistake. Thats why the service which is done by the staff will never be constantly perfect. Its a common thing for a hotel to do some failures to the guest. However, when some failure occurs, the hotel will definitely do the recovery to enhance customer satisfaction, build customer relationship, and keep the loyalty of their guest. Service recovery strategy is described by Gronroos (1988) in their research as the actions that hotels take in response to defects or failures. The action of recovery strategy is done with the range of doing nothing to do some efforts to fix the problems or the failures occur. A lot of researchers have made the research connecting with service recovery strategies theme. The summary of the research, about the strategies the hotel do after the failures occur, made by Bitner et al. (1990), Kelley et al. (1993), Johnston (1994), Hoffman et al., (1995), Tax et al. (1998), Miller et al. (2000) and Lewis and Spyrakopoulos (2001), generate the result that the strategies may be classified as : Apology; Corrections; Empathy; Compensation; Follow-up; Acknowledgement; Explanation; Exceptional Treatment; and Managerial Intervention. Apology is a basic strategy the hotel does after some failures occur. The moment the hotel does some failures, the first action to be taken is to apologize to the guest. When apologize is compulsory to be implemented as a service recovery strategy, the other action needs to be done according to the failures made by the hotel. Berry, Parasuraman, and Zeithaml (1994) stated that even though the guests appreciate an apology, the apology will not make the guest forget the memory about the service failure happened. That makes the other recovery strategy was made to be fit in the type of failures. Even though some strategies may need to be done at the same time, some may not need to be done at all. For example; compensation will not necessary be donewhen the failure occurs is just the small failure such as mention the name of the guest wrongly. Effectiveness After service failure occurred, hotel will give the prompt service recovery strategy that match the failure and the guest will react according to what theyve received. The response of the guest will determine whether the service recovery strategy is effective. Meaning to say, the effectiveness of service recovery strategy can be measured with seeing guests response. When the guest feel satisfy with the service recovery strategy given by the hotel, it means the service recovery given was effective. Dissatisfaction of the service recovery given by the hotel is evidence that the service recovery was not effective. The guest who feel satisfy with the service recovery strategy offered will forget about the failure and may increase their satisfaction level after dissatisfaction occurred. In contrast, when the service recovery offered didnt match what the guests expected, they will feel dissatisfy and may not be loyal to that particular hotel.Other than that, Tax et al. (1998) had mentioned in his research that even though a customer may be satisfied with the type of service recovery strategies offered, the recovery evaluation might be poor because of the process endured to obtain the recovery outcome. So, the process how the hotel delivers the service recovery will affect the overall satisfaction of the guest. However, the service recovery strategies given by the hotel will be affected by some factors. Each strategy may give different result for different people. A man who has been travelling for 2 years will have different expectation and will have different result in receiving service recovery strategy than a man who has never been for travelling. Many researches about the effectiveness of recovery strategy were built upon this kind of situation. Further, factors that influence the type and effectiveness of service recovery strategies are : The service (e.g. Mattila, 2001); Purpose of purchase (e.g. McDougall and Levesque, 1999); The failure (e.g. Smith et.al, 1999); The magnitude of the failure (Kelley et al., 1993; Smith et al., 1999; Michel, 2001; Mattila, 2001); Previous experience with an organization (e.g. Tax et al., 1998); and Service recovery expectations (e.g. Miller et al., 2000). When the hotel offered one of service recovery strategies, they have to choose the right strategy that can possibly increase guests satisfaction. Magnitude of the failure will definitely affect the type and effectiveness of service recovery strategy. For example; hotel has made the failure throughthe bad temperature of the food given to the guest. Since it was a small failure, the recovery strategy given will be different from the time the hotel did big failure such as; the room where the guest stayed wasnt clean. According to Zemke (1999), only the guest themselves who can describe and tell how annoying is a particular service failure has been. Miller et al., (2000) stated that if the failures made by hotel are very serious, it will later require more drastic reparation. That will make service organization need to train more of their front-line employees so they can be able to handle the guests complaint and asses their situation correctly. Moreover, service recovery expectation also gives big impact on the effectiveness of recovery strategy. Kelley and Davis (1994) found that the guest who rated highly for the service quality will mainly have higher expectation on service recovery strategy. It can be understood by the guest to have a better service recovery on five star hotel that to have service recovery by four star hotel. In other way, it can be said that the quality of the hotel will surely affect the expectation of the recovery strategy. It is stated by Hart, Heskett, and Sasser (1990) that the main reason of the guest dissatisfaction is the problem resolution which cant satisfy the guest and up to 50% of the guest who experience service failure not feel satisfy with the recovery strategy (Best and Andreasen, 1976; Zeithaml, Berry, and Parasuraman, 1990). Based on this situation, hotel has to follow up the guest to make sure that the service recovery they have made was successfully increasing the satisfaction of the guest. After the hotel has given the recovery strategy to the guest, they will not know the response of the guest until they follow up their guest and receive their evaluations. Giving the service recovery to the guest for the first time when the hotel made some failures will not always give the same result on the guest for the second time. When the first time the hotel made mistakes, some guests can be offered the minimum service recovery strategies or another service recovery strategy depends on the failures made by the hotel. That can reduce dissatisfaction of the guest, but it will give different result on the second, third, and on the next arrival. On the second arrival, the guest may not be able to accept the same way of service recovery strategy theyve ever offered. With the same recovery strategy given by the hotel on the second time with the same service failures experienced, the guest may not feel satisfy.Thats why, the evaluation and feedback is needed to know the guests response. Of course there will be more advantages on hotel when they can successfully give service recovery strategy that match the failure theyve made. First, they can get loyalty from the guest. Loyal customers are those who continue to stick with an unsatisfying product/seller with the hope that things will soon improve (Boshoff, 1997; Hirschman, 1970). When the guest feel satisfy with the service perceived, they will be loyal to the hotel and willing to come for another time. Loyalty of the guest will directly impact the profit of the hotel. It will lead to the increasing of the profit of hotel. Besides the loyalty and profitability, the effective recovery strategy can prevent the spread of negative word of mouth that is believed to be the most important post-purchase behavior. Service entities could increase their profits up to 85% by reducing the customer defection rate by 5% (Reichheld and Sasser, 1990).It has been proved that word of mouth has an effective power in spreading their opinion as a free advertisement tools. So, if hotel make the guest satisfy, the advertisement via word of mouth will be very useful to be used for spreading good advertisement. In the other way, if the hotel make the guest dissatisfy, the advertisement via word of mouth will not be useful anymore. It will even give bad impact to the hotel and may decrease the profit of the hotel. The last thing, when the hotel can handle the complaint of the guest and give the best service strategy match with the failure was made, they can build the trust from the guest. Moorman, Deshpande, and Zaltman (1993) defined trust as the willingness to rely on an exchange partner in whom one has confidence (p. 315). The moment the guest trusts the hotel, the guest will willing to come again to the same hotel. The trust built by making the guest satisfy can also make the guest increase their minimum tolerable level. Both loyalty and trust will give long term benefit for the hotel. Basically, when the hotel had successfully build trust in the guest, loyalty will directly follow. As the guest has trust the hotel, they will be loyal to that particular hotel. They will feel safe and comfortable with the hotel because they have trusted that the hotel will do their best to provide and deliver the best service. It is proved by Gilly (1987) that the guests who experience the service failure and did complainthen feel satisfy with the service recovery given, have higher repurchase intention than the guest who already satisfied with the service and did not complain. H4 : Guest expectation will be higher after he experienced service failure and offered recovery strategy.