Compare How Robert Frost and Wilfred Owen Communicate the...

Compare how Robert Frost and Wilfred Owen communicate the theme of loss in ‘Out, Out-’ and â€Å"Disabled†. In the two poems â€Å"Out, Out-† and â€Å"Disabled†, a similar theme of loss is portrayed. Both of these poems deal with the subject of physical loss, as both protagonists of these poems experience accidental amputation. Both Robert Frost and Wilfred Owen manage to captivate their audience’s attention, and also a certain degree of sympathy for the protagonists’ misfortune. They do this successfully, with the use of common literary techniques and linguistic skills, such as simile, metaphor, personification, contrast, and many more literary devices, which range from obvious to very subtle. â€Å"Out, Out-†, written by American poet Robert†¦show more content†¦Within such a short sentence, the boy’s life was simply gone. This use of tripling is very effective, as it may symbolise a heartbeat, slowly beating away, to its fate. The dashes further enhance this, as they make the reader pause in the gaps between the words, making the â€Å"heartbeats† seem further and further apart, and eventually dying away. Another quote which gives the reader a sense of loss is the final stanza of the poem: â€Å"And they, since they were not the ones dead, turned to their affairs†, in line 33-34. This quote, to put into simpler words, means that the people who were working with this young boy (who happen to be his family), had better things to do than to care for the death of this young boy, and simply turned away, and got back to work. This action seems alarmingly heartless, but nevertheless, Frost very successfully makes the jreaders feel a hug e sense of loss. This line once again shows how meaningless and vulnerable life is. Written in the 1910s by Wilfred Owen, â€Å"Disabled† is a poem describing the experience of a young soldier losing his limbs after fighting in World War I. He later gets discriminated against, and feels isolated and regretful of his naà ¯ve reason to go to war. As opposed to â€Å"Out, Out-â€Å", â€Å"Disabled† does not have an ambiguous title at all. The word â€Å"disabled† is

Essay on Henrik Isbens A Dolls House - 1015 Words

Independence nbsp;nbsp;nbsp;nbsp;nbsp;Most of us live a life where we do what we want and when we want without anyone telling us how to live our lives. This wasn’t the case in A Doll’s House by Henrik Ibsen, where he illustrates to us how one woman lives a life through her father and husband. Throughout the play we see how a once childish like woman gains her independence and a life of her own. Ibsen shows us a very realistic play that demonstrates how on the outside Nora and Torvald seem to have it all. While in reality their life together is simply empty until Nora stands up for herself and starts to build her own life. nbsp;nbsp;nbsp;nbsp;nbsp;Nora Helmer was a fragile character that relied on her husband for her own†¦show more content†¦nbsp;nbsp;nbsp;nbsp;nbsp;Through their everyday conversation, Nora and Torvald reveal that they have a relationship full of meaningless talk and games. â€Å"Is that my little squirrel rummaging around†, Torvald questions Nora. â€Å"Yes!† (1569) she answers, running up to Torvald like a puppy. Because of her childish attitude, Torvald must have assumed that Nora was always happy and carefree. What reason would there be for meaningful conversation if she never obliged? Their relationship consisted of nothing truly real. Everything they talked about or enjoyed together was fun, games, and for show. Often times Torvald would even scold Nora like he would a child and wave his finger in disapproval. â€Å"Surely my sweet tooth hasn’t been running riot in town today, has she?†(1571) Then, Nora would respond as a young child would fac e punishment, â€Å"You know I could never think of going against you.† Then Torvald responded, â€Å"No, I understand that; and you have given me your word† (1571). I believe much of their marriage was ruined by their childish behaviors and antics; never telling each other the truth, living lies, and playing foolish games with each other. nbsp;nbsp;nbsp;nbsp;nbsp;Together they didn’t communicate feelings or love through their relationship. Torvald however, did give Nora money and things she asked for, but he did not give her the respect and devotion she needs. Torvald loved the idea of having aShow MoreRelatedEssay on Henrik Isbens A Dolls House1485 Words   |  6 Pages nbsp;nbsp;nbsp;nbsp;nbsp;A Doll’s House, a play by Henrik Ibsen, tells the story of Nora, the wife of Torvald Helmer, who is an adult living as a child, kept as a doll by her husband. She is expected to be content and happy living in the world Torvald has created for her. By studying the play and comparing and contrasting the versions presented in the video and the live performance, one can analyze the different aspects of it. nbsp;nbsp;nbsp;nbsp;nbsp;Ibsen’s purpose for writing thisRead More Henrik Isbens A Dolls House Essay921 Words   |  4 PagesIbsens A Dolls House In Ibsen’s â€Å"A Doll’s House†, in Act Two Scene 6, Nora’s deceptive behaviour and desperation reaches its climax due to the arrival of the letter. This is because the letter contains the means she used to get hold of the money. During the time when the play took place, society frowned upon women asserting themselves. Women were supposed to play the role in which they supported their husbands, took care of their children and made sure that everything around the house was perfectRead More Henrik Isbens A Dolls House Essays733 Words   |  3 Pages In many literary works, there are characters in which portray both similarities and differences. In the Play A Dolls House, by Henrik Ibsen, two of the characters have many oppositions and congruencies. These characters go by the names of Nora Helmer and Mrs. Linde. Ibsen characterizes these women by describing their comparable and contrasting personalities. He does this by describing their financial situations as well as their family lives. He describes these women, as opposites while in factRead More Henrik Isbens A Dolls House Essay1126 Words   |  5 Pages Henrik Ibsen’s play A Doll House examines a woman’s struggle for independence in her marriage and social world. 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As most other men during this time, Torvald believed that womenRead More Henrik Isbens A Dolls House Essay739 Words   |  3 Pages A Dolls House By Henrik Ibsen Dramatic Critique The P’s Person: Nora, Torvald Helmer’s wife, and mother of Ivar, Bob, and Emmy. Peculiar trait: On the surface Nora’s peculiar trait seems to be her obsession for money. Her internal peculiar trait is that she desires to become significant to her husband. She spends money on material objects to decorate their home and dress up the family. The impression of the home appears perfect, like a doll’s house. Passion: Nora’s passion isRead More Henrik Isbens A Dolls House Essay1014 Words   |  5 Pages Henrik Ibsenamp;#8217;s A Dollamp;#8217;s House, considers a very delicate situation experienced by a Scandinavian family in 1879. Nora Helmer, the main character and adored wife of Torvald faces a life-altering dilemma. She has to decide whether to remain with her obsessive husband in his sheltered home, playing the part of a doll, or take the initiative to leave and seek out her own individuality. There are three minor characters that have a significant impact on the final decision that NoraRead More Henrik Isbens A Dolls House Essay907 Words   |  4 Pages A Doll’s House nbsp;nbsp;nbsp;nbsp;nbsp;In past history, society has been both very prejudiced and traditional with its view of gender roles. Often times a woman would not have had the same right to something as a man did. Many women however went against the law and tradition to do what they thought was right. In Henrik Ibsen’s play, A Doll’s House, Nora does something that is unimaginable during the time period. Nora’s husband Torvald believes he is the man of the house and that his wifeRead More Henrik Isbens A Dolls House Essay1195 Words   |  5 Pageshusband, he becomes understandably agitated; in his frustration he shares the outside world with her, the ignorance of the serious business world, and destroys her innocence and self-esteem. This disillusion marks the final destructive blow to her dolls house. Their ideal home including their marriage and parenting has been a fabrication for the sake of society. Noras decision to leave this false life behind and discover for herself what is real is directly symbolic of womans ultimate realizationRead More Transformation of Nora in Henrik Isbens A Dolls House Essay1314 Words   |  6 PagesTransformation of Nora in Henrik Isbens A Dolls House During the time in which Henrik Isbens play, A Doll?s House, took place society frowned upon women asserting themselves. Women were supposed to play a role in which they supported their husbands, took care of their children, and made sure everything was perfect around the house. Nora is portrayed as a doll throughout the play until she realizes the truth about the world she lives in, and cuts herself free. Nora Helmer was a delicate

Arena Theatre in Wolverhampton Essay Example For Students

Arena Theatre in Wolverhampton Essay I went to a live theatre trip to watch ‘Bouncers’ on Friday 9th December at the Arena Theatre in Wolverhampton.  Ã¢â‚¬ËœBouncers’ is written by John Godber and is set in and around a nightclub called ‘Mr Cinders’, with the action focusing on the exploits of four doormen and their customers. Multi-rolling is used mainly when the four bouncers tell the stories of different stereotypical men and women. For example when Godber contrasts a male and female hairdressers, the woman talk about their big night out, and what they are wearing. For the men however, again they plan their night out, but are discussing the possibility of pulling. Direct Address and Monologues are predominately used by the character ‘Lucky Eric’. Eric delivers his speeches throughout the play. During his first he talks about young girls dressed up and made up, spending everything they make on their nights out at the weekend, drinking too much and succumbing to the advances of men. ‘Lucky Eric’s’ speeches are used to slip in messages about the negative features of nightlife. I like how Godber has done this to change the mood of the audience. When watching I would go from Laughing to being very serious listening to Eric’s speeches. During the start of act two, Direct Address is used again when the Bouncers acknowledge the audience, asking what they are laughing at. This was effective because it pulled your attention straight back after the interval. These techniques are the key characteristics of the play, and are included and used effectively throughout. The set is very minimal for ‘Bouncers’ and includes 4 barrels and a nightclub door. I think the minimalist set works really well because it doesn’t take the attention away from the actors. The quick pace and lack of set means that the actors have only themselves to rely on in making each character and location come to life.  The four actors wear suits to resemble bouncers. Wearing suits worked especially well during the interval and before we entered the arena. The four Bouncers stood outside the theatre in the foyer, and let the audience in like actual bouncers, breaking the fourth wall. They also patrolled the arena and foyer during the interval, staying in character. This gave the illusion that they werent acting. This worked well because the play changes direction frequently which makes it difficult for the audience to relax. Therefore their minds stay alert and questioning. I thought the play was very interesting and comical to watch, and I loved how the comic parts of the play are harshly contrasted with serious issues about nightlife. We see this contrast when ’Lucky Eric’ performs his monologues. I like this because it keeps the audiences minds active. My favourite part of the play was when the scene changes and the bouncers become the girls again. They are on the dance floor. Rosie feels sick and then sees her boyfriend kissing another girl. The tears flow. This was my favourite part because of the stereotypical emotional women and the over the top scenarios helped portray the different characters. Another part of the play I enjoyed was when the Bouncers are complaining about the cold and are planning to watch a pornographic film when their shift ends. Soon after Ralph and Eric become characters in the porn film and act out a scene whilst Les and Judd provide a running commentary. This was effective because of its comic value but also backed up Godber’s stereotypical man. Lucky Eric was my favourite character In particular since I enjoyed his thoughtful speeches which were a quiet lull amid all the shouting. I also liked Eric because he speaks directly to and acknowledges the audience. Eric tells the other bouncers that his wife has left him, taking the children with him which gives us an insight about why Eric is such a disturbed man, which adds another layer to the piece, and most people would agree that the sequence in which Suzy is taken advantage of behind the club is one of the most disturbing and memorable in the play, a scene in which Eric tells. There was underlying 21st century music playing constantly throughout the play that gave the audience the feeling of being inside and out of the Night club. Many references to singers and celebrities of this century brought the play up to date, which made it more enjoyable for a younger target audience. .u81524b96f70d2c137abd1fbd6c4d4b2d , .u81524b96f70d2c137abd1fbd6c4d4b2d .postImageUrl , .u81524b96f70d2c137abd1fbd6c4d4b2d .centered-text-area { min-height: 80px; position: relative; } .u81524b96f70d2c137abd1fbd6c4d4b2d , .u81524b96f70d2c137abd1fbd6c4d4b2d:hover , .u81524b96f70d2c137abd1fbd6c4d4b2d:visited , .u81524b96f70d2c137abd1fbd6c4d4b2d:active { border:0!important; } .u81524b96f70d2c137abd1fbd6c4d4b2d .clearfix:after { content: ""; display: table; clear: both; } .u81524b96f70d2c137abd1fbd6c4d4b2d { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u81524b96f70d2c137abd1fbd6c4d4b2d:active , .u81524b96f70d2c137abd1fbd6c4d4b2d:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u81524b96f70d2c137abd1fbd6c4d4b2d .centered-text-area { width: 100%; position: relative ; } .u81524b96f70d2c137abd1fbd6c4d4b2d .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u81524b96f70d2c137abd1fbd6c4d4b2d .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u81524b96f70d2c137abd1fbd6c4d4b2d .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u81524b96f70d2c137abd1fbd6c4d4b2d:hover .ctaButton { background-color: #34495E!important; } .u81524b96f70d2c137abd1fbd6c4d4b2d .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u81524b96f70d2c137abd1fbd6c4d4b2d .u81524b96f70d2c137abd1fbd6c4d4b2d-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u81524b96f70d2c137abd1fbd6c4d4b2d:after { content: ""; display: block; clear: both; } READ: The rehearsal of Martin Guerre EssayI would recommend this performance because it gave me an insight on nightlife and even though it was comical, Godbers exposed a much more profound subject, whilst also showing the stereotypical nature of what the youth of the day did. In the lads, the girls and the bouncers Godber tries to convey that these characters are typical of Britain. He shows the funny side of the way in which young people act whilst also unearthing a more sinister subject in suggesting that drink is changing the nation. We see it in all of the characters. For example, the lads were talking amongst themselves very nicely before they go, however, once they leave, a fight breaks out in the club when they have had a little too much to drink. Bouncers also mixes styles – for example, prose, verse and song are blended together. This also serves to keep the audience’s minds active. The language is shaped so that it is clearly recognisable to the plays target audience. This was clear because the script has bold and crude lines but also clever innuendos, which was funny for an older and younger audience. The cast of ‘Bouncers’ switched seamlessly from their roles as club bouncers, to lads on the make and even giggly girls portraying the youth of the day preparing for the big night out. This was outrageous, and even a little sinister. Overall I think ‘Bouncers’ is a clever, funny and interesting play. I think the small arena and staging worked well because it enabled you to feel close to the characters, a sentiment they intended to evoke and made the monologues have more impact. I loved how they brought the script up to date by including relevant jokes and features that the youth of today understand. It had quick pace and kept my mind questioning. All things considered, this thoroughly enjoyable rendition of Godber’s comedy provided an entertaining night.

Service Encounter Service Enquiry Desk in a Library

Executive Summary A service encounter is an essential aspect for any organization. This is because, it gives the definition of the direct interaction exhibited between service firms and their clients. A service encounter is the foundation of building trust in customers with regard to service offering of an organization. In addition to this, a service encounter serves as the basis in which customer satisfaction is realized.Advertising We will write a custom report sample on Service Encounter: Service Enquiry Desk in a Library specifically for you for only $16.05 $11/page Learn More Without service encounters, a business cannot realize its targets. Service encounter links up the business with the clients through interaction. Further, it is through service encounters that a firm can realize its position in the competitive market. Precisely, it is through service encounters that the extent of market share an organization is associated with will be determined . The desirability as well as the quality of the service encounter are vital elements and as such, a firm should consider sufficiently when making decisions regarding the most viable service encounter that should be undertaken. Introduction Foremost, a service represents the action of executing or performing something for something or even someone. Usually, a service is intangible. Therefore, a service context has involved the creation of a series of challenges for the manager assigned to the duties of marketing for; he has the responsibility of communicating the benefits of a certain service. He does this by drawing parallels while incorporating imagery as well as the ideas, which not only can they be identified but are also tangible (Hoffman, Kelley Rotalsky 2005). Service marketing as a subgroup of marketing can be categorized into two, that is; marketing of fast moving consumer goods and durables better referred to as FMCG and service marketing. Typically, the service marketing concept pertains to both business to business and business to consumer services. It includes such aspects as telecommunication, hospitality, air travel, financial and professional services among others.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More The practice of service encounter A service encounter is a term commonly used to define the direct interaction exhibited by service firms and its customers (Bitner et al. 1990). According to many scholars, a service encounter can assume three forms, which include; telephone encounters, remote encounters as well as face to face encounters. With regard to remote encounters, they basically involve interactions, which are technology based and as such; they are usually between as a customer and a machine or self service devices such as vending machines. In these forms of encounters, there are no human actors from the firm involved. Contrary to thi s form of service encounter, telephone as well as face to face encounters involves human interactions (Carlzon 2007). Thesis statement For the purpose of this paper, a remote service encounter will be considered as one that might occur in my organization. My organization is a library where people come and assess the academic materials. In the near future, the organization is contemplating introducing a service inquiry desk where students will get help from qualified librarians. From this desk, the students will be able to establish the range of books regarding a certain topic and be helped to know where they are situated in the library. In addition to this, from this inquiry desk, the students will be able to borrow books for a specified period of time depending on the level of education being pursued. The rationale for selecting this service encounter is that; value will be created and therefore student’s satisfaction. Discussion Elements of the service encounter A service e nquiry desk is constituted of both the tangible as well as the intangible elements. In order to understand these, a Shostack’s molecular established in the early 1980s will be used. It is a molecular model and as such, it utilizes the aspect of analogy in an effort towards helping in the visualization as well as in the management of the total marketing entity by the marketers. Usually, the model is applicable to both products as well as services. She made an important and worthwhile observation that, just like in chemical formulations; a change in one element can cause a significant change to the entity (Grà ¶nroos 2007).Advertising We will write a custom report sample on Service Encounter: Service Enquiry Desk in a Library specifically for you for only $16.05 $11/page Learn More Service elements are both tangible (peripheral evidence) and the intangible (essential evidence) elements. Tangible (peripheral evidence) elements According to Shostack ’s molecular model, tangible or peripheral evidence refers to the elements possessed as part and parcel of the purchase. In addition to this, these elements have insignificant independent value. In our case, the library membership card will serve as the tangible element. A library membership card is of insignificant value when held outside the library but useful when inquiring at the service enquiry desk in the library. Intangible (Essential evidence) elements These elements exist in service inquiry desk in a library but they can never be possessed by the students. Usually, the intangible elements of service inquiry desk encounter are extremely dominant with regard to its impact on the use of the service by the students (Hoffman, Kelley Rotalsky 2005). The intangible element will include the sudden desire as well as enthusiasm for our services by the students upon the introduction of this new service. Critical incidents for the same service encounter In order to effectively assess the critical incident for the same service encounter, a critical incident technique advanced by Bitner et al (1990) will be used. As such, the technique can be identified as a set of procedures commonly used to collect direct observations pertaining to the way the human beings behave. The behaviours to be considered in the technique should have a critical significance and in addition to this, they must be able to meet the methodically stipulated criteria. Critical incidents arise whenever producers as well as the consumers of the service produce come together in a service encounter (Zeithaml, Bitner Gremler 2006).Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More The inquiry service enquiry desk is classified as a high involvement personal service and as such, it is in the same class with health care services (Halstead, Drogue Cooper 2003). Such operations as direct examination of both the clinical staff as well as the researchers serve as good examples of health care service encounters. To elaborate this further, using the critical incident technique, there is a possibility that a clinician will be able to learn much about his role within the scope of a clinical setting. Further, the technique is beneficial to the clinician as he will be able to realize more on his practice from a wide coverage role. Taking health care research into consideration, critical incident technique is identified as not only a vital but also a very significant resource. The reason for this is; it assists ideally in the identification of the patient’s experiences in the health care setting. In addition to this, it assists in the exploration of interactions b etween patients and providers. Strategies outline and evaluation In my organization the use of a service enquiry desk by the students is the targeted service encounter and as such, it is not yet operational. Once the service is underway, there are several risks associated. One of the major risks is service failure. Once a service failure surfaces, efforts are made in order for the service to recover from the failure (Palmer 2008). Generally, whether there is a service failure or not, creation of student’s satisfaction should not be overlooked since it is a vital element. This implies that; student’s satisfaction plays a significant role in the development, performance success and the longevity of the service enquiry desk operations. The underlying thing about the entire subject of failure of a service inquiry desk encounter is intriguing. While failures in the operations of the service encounter can prove to be disastrous in a considerable number of circumstances, they present themselves as sources of learning, which are uniquely valuable, for the service encounter operations. With regard to three aspects, it is necessary to establish and evaluate strategies that will make good of the underlying situations. Strategies to prevent service failure Detection of possible failures (Risk Management strategy) In today’s libraries, the need of risk management aspect has been identified. Risk management involves establishing measures to help in detecting potential failures as well as their sources before they surface. For the service enquiry desk encounter, it will involve the visualization of each and every possible reason as to why there might be a failure of the encounter and what should be the most effective way to deal with this failure if it eventually surfaces. In effect, the library manager will have to make attempts of simulating what might come to happen to this library service. Usually, detection of potential failures involves a sequence of events that are likely to happen and therefore working through them. However, one must first understand the sequence before commencing the task. Maintenance The maintenance strategy is considered as the decision as to whether to attempt the task of failure prevention while making use of preventive maintenance or to leave it all and allow the occurrence of failures and thereby making amendments by repairing the failures. For an encounter such as service enquiry desk in a library, prevention strategy rather than breakdown maintenance strategy is more viable considering both the extent of financial forego and continuity of internal library services. Yet most activities pertaining to maintenance in practice are still focused on breakdown maintenance, which is reactive. However, with the rise of knowledge on the aspect of total service encounter maintenance, adherence is being gained (Palmer 2008). In order to prevent failure of service desk enquiry encounter, the detection strategy w ill be mainly focused on. The rationale behind this is that, failures, which are likely to hamper the effective operation of the service, will be established and as such, measures will be put in place and therefore, there will be no difficulty or wastage of time in restoring the operational level of the service if failures actually occur. Recovery from service failure strategies It is not necessarily that the presence of a a service failure means a disaster for the library and the students. If there are efficient strategies put in place to respond to any failure surfacing, aspects such as student’s satisfaction, loyalty as well as trust can increase. According to Halstead, Drogue Cooper (2003), when a company recovers a failed service, commitment as well as trust between an organization and the customer is built and maintained. Students will indeed talk positive things regarding the library and this enhances its image. Provision of the right type of justice strategy From the customer’s perspective, a good service recovery tends to focus extensively on justice as well as fairness. This strategy is usually constituted of three dimensions which include; Distributive justice This is the outcome of the recovery situation. An example of this includes an apology from the person behind the service enquiry desk. Procedural justice This pertains to the way the processes involved in the recovery process works. Interactional justice This pertains to the manner in which the students are treated one of the disadvantages of this strategy is that the students will be dissatisfied with the efforts towards recovery. This is because; while the librarians will exceedingly emphasize the distributive justice, the importance of process as well as interactional justice will be overlooked. Understanding the problem’s scale The underlying fact put into consideration in this strategy is that; it is only through the establishment of the true scale of dissatisfaction of a student that the library management will see and therefore prepare adequately against the crisis of imminent service enquiry desk failure (Berry, Seiders Grewal 2002). This strategy advocates that there is a necessity of the library management establishing a service culture that focuses on engaging with the students while requesting for honest responses irrespective of whether they are painful or friendly in nature. Further, this strategy advocates for finding out what is being rumoured in blogs, and other websites pertaining the inquiry desk services. By getting a clear idea regarding the range of problems that the students are experiencing, the service desk inquiry management can put efforts in defining and therefore prioritizing the areas that need improvement (Hoffman, Kelley Rotalsky 2005). Encouraging complaints from the students This strategy insists that the students who don’t complain are also valuable to the library. In addition to this, the strategy asserts that these students pose a significant extent of danger to the library. Provision of incentives in order to reduce the extent of customer complaints leads to a false believe among the librarians that few complains means an improvement of services while more complains signifies unqualified services. Ensuring student satisfaction with the service Student satisfaction pertains to keeping the students happy with the offerings provided by the service enquiry desk. One of the mistakes that librarians make is that they believe that immediately the service is offered, follow up actions on librarian’s behalf of the students is not necessary. The following are the strategies that ensure that the student is satisfied with the service Start before selling Way before the student purchases the library service, it is necessary that the management of the library makes them feel as if they are the most vital elements around. In addition to this, the library must ensure that the service desk is sufficiently staffed for the sake of enquiries from the students, and as such, this guarantees a pleasant experience for the student prior to assessing the service. Following up on the sale Making follow ups after the student has purchased the service is very essential as it lead to gaining insight both on the library’s levels of service from the client’s perspective as well as reviews and feedbacks concerning the service purchased by the student. Even though the student might use the service, there might be instances where he is not wholly satisfied with the service. If follow up actions are put into place by the library, the situation is easily noted and rectified and the needs addressed. Conclusion and recommendations From this analysis, it is evidently clear that service encounters are the main operational attributes of an organization. As such, service encounters link the customers to the company. According to Shostack’s molecular model, a service encoun ter is constituted of two elements which includes; tangible (peripheral evidence) elements as well as Intangible (Essential evidence) elements. Service encounters are categorized into four with each category constituted with similar levels of service encounters. An example of these is high involvement personal service category constituted by health services as well as personal services (Bitner et al. 1990). Different service encounters in the same category have similar elements and as such, a critical incident technique can be used to establish incident encounters (Halstead, Drogue Cooper 2003). Service encounters are subject to failures and as such, strategies should be put in place to avoid or mitigate these failures. Failure detection as well as maintenance is the most viable strategies used in failure prevention. However, failure detection is the most preferable as it is cost effective. With reference to recovery, the most ideal strategies include; encouraging complaints from t he customers as well as provision of the right type of justice strategy. Blending these strategies is the advisable for any operating company. In order to ensure that the customer satisfaction with the service is enhanced, strategies such as service recommendations, following up on the sale as well as starting before selling. Just like for failure recovery strategies, it is necessary that a Company blends these strategies to fully realize customer satisfaction (Grà ¶nroos 2007). References Berry, L.L, Seiders, K Grewal, D 2002, ‘Understanding Service Convenience’, Journal of Marketing, Vol. 66, no. 3, pp. 1–17. Bitner et al. 1990, ‘The predicament of injustice: The management of moral outrage’, Research in Organizational Behaviour, Vol. 9, pp. 289–319. Carlzon, J 1987, Moments of Truth, Ballinger Books, Cambridge, MA. Grà ¶nroos, C 2007, Service management and marketing: Customer management in service, John Wiley Son, Chichester. Halstead, D, Drogue, C Cooper, MB 2003, ‘Product warranties and post purchase service: A model of consumer satisfaction without complaint resolution’, Journal of Services Marketing, Vol.7 no. 1, pp. 33–40. Hoffman, KD, Kelley, SW Rotalsky, HM 2005, ‘Tracking service failures and employee recovery efforts’, Journal of Services Marketing, Vol. 2, pp. 49–61. Palmer, A 2008, Principles of services marketing, McGraw Hill, Glasgow. Zeithaml, VA, Bitner, M.J Gremler, D.D 2006, Services marketing: Integrating customer focus across the firm, McGraw-Hill Education, Boston, Mass. This report on Service Encounter: Service Enquiry Desk in a Library was written and submitted by user Karlee O. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.