Industrial Revolution as a Time of Change Essay - 1135 Words

Industrial Revolution as a Time of Change The Industrial Revolution was a time of drastic change that transformed hand tools and hand made items to machine manufactured and produced goods. Inventions brought on the most drastic changes during the Industrial Revolution. Machines made life much easier while decreasing prices of goods and generally improving life. (mhirotsu.htm). Before the 1750s, life was primitive but simple, which is vastly different from the complex culture that arose from the Industrial Revolution. Before the first Industrial Revolution, Englands economy was based upon its cottage industry. The workers would purchase raw materials from merchants, take them back to their cottages, and at home is where†¦show more content†¦The machines quickly make their way to England, and there was no stopping them. History was moving forward at a quick and efficient pace. Be the 1750s, the Industrial Revolution had begun. In the beginning, inventions were limited to cotton weaving. This quickly changed wit h new inventions such as the spinning jenny and the water powered frame. A problem existed in which yarn was not being fed fast enough to the weaver, but in 1769 the spinning jenny and the water powered frame solved this problem by providing yarn faster. Edmund Cartwright, in 1880, invented the power loom, and it combined both the machines characteristics and purposes in one machine. Cleaning cotton was always an extremely difficult and time consuming job. In 1793, Eli Whitney created a brilliant invention, the cotton gin. This marvelous invention could clean cotton 50 times faster then the average person. These new inventions all assisted the manufacturing of cotton goods by speeding up the process. (members.aol). Mass productions had begun along with capitalism. Capitalists were the people who had their own materials, money, and space. They purchased these new machines and stored them in factories where they would hire workers to tend over the machines all day while creati ng goods. The factory industry had soon replaced the cotton industry. The quality of life was improving as well. Mass production allowed more expensive goods, such as shoes, to be less expensiveShow MoreRelatedIndustrial Revolution : A Time Of Social And Economic Change1169 Words   |  5 PagesThe Industrial Revolution was a time of social and economic change which emphasized the power of humanity over nature. It was also an era of change which consisted of inventions that were mass produced to make life easier between 1750 and 1914. Although the Industrial Revolution led to efficient transportation and made Great Britain the center of world commerce, only the upper class got to truly enjoy that. The Industrial Revolution had spread to all around the world so the impact was more brutalRead MoreSecond Industrial Revolution Essay871 Words   |  4 Pages An Industrial Revolution is the â€Å"change in social and economic organization that resulted from the replacement o f the hand tools with machines and from the development of large-scale industrial production† (Danzer R50). The Second Industrial Revolution happened nearly one hundred years later after the First Industrial Revolution in England during the 1760s (Fagnilli 7). The Second Industrial Revolution was the cause of new inventions, government support for business, common natural resourcesRead MoreIndustrialization in Great Britain: A New Era951 Words   |  4 Pagestransition included a change in hand production to machine production, brand new chemical and iron production processes, an improvement in water power, major increases in the use of steam power, the development of machine tools, and the conversion towards coal as the major source of fuel. Not only was â€Å"he Industrial Revolution an evolving transformation in many sectors of the economy† (Atkins 1), but across the board, aspects of daily life were changed by the Industrial Revolution, and it led to notRead MoreT he Industrial Revolution Of The 19th Century927 Words   |  4 Pagescultural ideas were developing during this change. The Industrial Revolution triggered an enormous increase of the standard of living throughout most of Europe and North America. The transformation from the old style of hand made production to the new factory system caused many industries to build factories. This caused many people of the working class to move to the factories in search of work. Cities were forming around the factories, and this was the first time for most people to live in an urban areaRead MoreCauses And Effects Of The Industrial Revolution1649 Words   |  7 PagesThe Industrial Revolution The Industrial Revolution was an extremely significant revolution due to the monumental change into mass production. There were many different causes and outcomes of the Industrial Revolution. The Industrial Revolution impacted people and industries all around the world, prompting changes in many societies. For example, the Industrial Revolution initiated in Britain, but eventually found its way to America. After this, it impacted many other countries who desired the sameRead MoreEffects Of The Industrial Revolution Britain. The Industrial1599 Words   |  7 PagesEffects of the Industrial Revolution Britain The Industrial revolution began in the mid-1700 s in parts of Eastern England and Southern Scotland and probably would not have taken place without the dramatic enhancements in farming that began in the early 1700 s. The agricultural revolution started well before the Industrial Revolution but once mechanisation began the two revolutions became interlinked and worked hand in hand. As the historian, J.H. Clapham quantified, â€Å"even if the history of theRead MoreA Short Statement Defining The Industrial Revolution1077 Words   |  5 Pagesshort Statement defining the industrial revolution The industrial revolution occurred in Britain in the late 18th and 19th centuries, and was the introduction of machinery. A statement around examining the industrial revolution with a focus on the lives of children and the impact the industrial revolution had on their lives In the Industrial revolution children had to work alongside with their parents mostly on farms for generations. It continued during the Revolution as children worked with theirRead MoreThe Invention Of The First Industrial Revolution1391 Words   |  6 PagesThe First Industrial Revolution Envision living in a society dominated by factories that just recently transformed from arable land and farms. Imagine constantly hearing about brand new inventions and ideas that were deemed impossible only a few years ago. Visualize working long hours in cramped factories, in exchange for low pay and contagious diseases. For some people that lived during the age of industrialization, this was their reality of life. During the 18th and 19th century, the world wasRead MoreImpact Of The Industrial Revolution On Capitalism And The Contemporary Society Essay1625 Words   |  7 PagesThe impact of the Industrial Revolution on Capitalism and the Contemporary Society, When looking into the past during the Industrial Revolution, there were many cause and effect events that occurred, the Industrial Revolution changed the lives of many, these changes in society were caused by the innovations of the time period, and the need for a more productive environment. There was a movement from an agricultural society to a manufacturing society; these changes affected the family’s abilityRead MoreThe Three Industrial Revolutions1740 Words   |  7 PagesINTRODUCTION The term industrial revolution refers means the strong transformation of a society- economically, socially, culturally and geographically. The Industrial revolution was a period from the 18th to the 19th century where major changes in manufacturing, agriculture, mining, transportation and technology had a profound effect on the social, cultural and economic conditions of the times. FIRST IR The main differences between the First and Second Industrial Revolution were the invisible hand

Cry, the Beloved Country - 640 Words

Change is often thought of as horrible things occurring that ruins one’s life, but change can also bring one’s life to a new start. In the book, Cry the Beloved Country, the author, Alan Paton, examines changes that can be challenging, but he refers to these problems as a necessity for progress. Paton identifies the experiences that occur in the characters of Stephen Kumalo, Absalom (Stephen Kumalo’s son), and James Jarvis and how it hinders a change in these people. Paton distinguishes these changes in the people and shows how it was necessary for progress to occur in Ndotsheni, a small village isolated from the city of Johannesburg in South Africa. Paton describes the land of South Africa, specifically Ndotsheni, â€Å"keep it, guard it, care for it, for it keeps men, guards men, cares for men. Destroy it and men is destroyed† meaning that if men does actions good for the land, it would repay them. Stephen Kumalo is a parson in the land of Ndotsheni, who believes that a person who does good deeds, such as himself, would have a family that does this as well. His views of this concept changes when he realizes what happens to his sister and his son when he goes to the big city of Johannesburg. Kumalo goes to Johannesburg when he receives a letter stating that his sister, Gertrude, was sick. When Kumalo sees her, he realizes that she was not of what he had imagined, particularly the contradictory to his thoughts. Kumalo also is shocked when he realizes that his son has not doneShow MoreRelatedCry, the Beloved Country by Alan Paton838 Words   |  3 Pagesthis problem in Cry, the Beloved Country. Throughout the story, Paton adds specific personalities to his characters to contribute to change. Characters in Cry, the Beloved Country went through hardships that changed them to realize reality and its outcomes. Paton accordingly creates a picture throughout his story to explain the problems in South Africa. There are many contributing factors of Paton’s idea to identify as being important for change to occur in Cry, the Beloved Country. In Paton’s bookRead MoreEssay on Racism Exposed in Cry, the Beloved Country1121 Words   |  5 PagesRacism Exposed in Cry, the Beloved Country      Ã‚  Ã‚   The purpose of Cry, the Beloved Country, is to awaken the population of South Africa to the racism that is slowly disintegrating the society and its people.   Alan Paton designs his work to express his views on the injustices and racial hatred that plague South Africa, in an attempt to bring about change and understanding. The characters that he incorporates within his story, help to establish a sense of the conditionsRead More Cry the Beloved Country Movie versus Film Essay1055 Words   |  5 Pages Cry, the Beloved Country is a moving story of the Zulu pastor Stephen Kumalo and his son Absalom. They live in an Africa torn apart by racial tensions and hate. It is based on a work of love and hope, courage, and endurance, and deals with the dignity of man. The author lived and died (1992) in South Africa and was one of the greatest writers of that country. His other works include Too Late the Phalarope, Ah, but Your Land Is Beautiful, and Tales from a Troubled Land. The book was madeRead MoreFamilies Breaking Apart in Alan Patons Cry: The Beloved Country 754 Words   |  3 PagesIn Cry, the Beloved Country, Alan Paton shows us how two families are breaking apart. The natives are suffering but they are not the only one who are suffering. A white person’s family is also falling apart. Stephen Kumalo is a native from Ndotsheni and he has trouble with his family from the start. John Jarvis is a white person and he is also experiencing trouble with his family. Stephen Kumalo’s family is in a bad condition. His sister, Gertrude, and his son, Absalom, left Ndotsheni a long timeRead MoreTurmoil in South Africa in Cry the Beloved Country by Alan Paton626 Words   |  2 PagesAgitation and turmoil of whites and blacks filled South Africa. A major theme that Alan Paton develops throughout the novel, Cry, the Beloved Country is the importance of acting with kindness. The author promotes the idea that kindness is a part of the solution to the problems in South Africa. Being able to be kind helps people understand one another which can help bring reform and hope to the small community of Ndotcheni. Alan Paton through the novel teaches the idea of love thy brother as yourselfRead MoreCry, The Beloved Country994 Words   |  4 PagesJohn Harrison in Cry, The Beloved Country While a subsidiary character in Alan Paton s Cry, The Beloved Country , John Harrison offers a glimpse into the attitude of the younger generation toward the black population in South Africa, one that seeks change but isn t always willing to exert the necessary effort. Who is John Harrison? People enter our lives all the time. Some become close friends. Others are here one day and gone the next. There are some with whom we rarely speak, but when weRead MoreCry, The Beloved Country1710 Words   |  7 Pages Alan Paton’s Cry, the Beloved Country takes place during the late 1940’s in Southern Africa. Specifically, in High Place, Ndotsheni, and Johannesburg. It takes place during a time of social change. There is racial inequality taking place during the late 1940’s. The novel shows what it was like to be living during this time. Cry, the Beloved Country has an urban and crowded feeling for most of the novel. This novel is written in past-tense, third-person omniscient point of view. Occasionally, theRead MoreCry, The Beloved Country1145 Words   |  5 PagesCry, the Beloved Country as a Quest Novel Human nature compels everyone to quest after things they have lost. In Alan Paton’s Cry, the Beloved Country Stephen Kumalo goes out in search of his family when his tribe is being torn apart by family members leaving and never coming back. He leaves Ndotsheni in search for his sister and his son, prompted by a letter from Reverend Msimangu in Johannesburg. Upon arrival in the great city, Kumalo meets Msimangu who leads him to to Gertrude. Kumalo reconcilesRead MoreCry, the Beloved Country1064 Words   |  5 PagesEssay Question #2 It has been said that the land is itself another character in Patons novel, Cry, the Beloved Country. What role does the landscape play in the novel? What does the valley surrounding Ndotsheni represent? Keep it, guard it, care for it, for it keeps men, guards men, cares for men. Destroy it and man is destroyed (Paton 33). In Cry, the Beloved Country, this bold statement reflects both the beauty of the land of South Africa and the peace and harmony of men. Both of their relationsRead MoreCry, The Beloved Country953 Words   |  4 Pageschanges when a horrific event happens. Take September 11, 2001, for example. America was forever changed on that sunny, fall day. It was only after the fact that America started to implement actions against its enemies. In Alan Paton’s story Cry, The Beloved Country, there are people who are changed after a terrible event happens. James Jarvis, a white farmer living in South Africa, goes through a transformation in his life after his son is killed by a black man. After his son is killed, instead of being

Film Analysis Sunrise - 1527 Words

â€Å"The most exciting moment is the moment when I add the sound†¦ At this moment, I tremble.† (Akira Kurosawa) Sound is arguably the most important concept in cinema studies, being there ever since the beginnings. It can radically change the way a motion picture is looked at and it can render what the director may sometimes find hard to depict using only his camera. Looking upon silent cinema one discovers an era which wasn’t at all silent, but rich in sound of different forms, from the simple narration of the images shown on screen, accompanied by a piano, to the complex score later composed specifically for that film. An example of that complex score is shown in Sunrise, a film by F.W. Murnau, which lies at the border between silent cinema and sound cinema. Considered to be one of the first films with an actual score, Sunrise is a great example of the multitude of dimensions and effects sound can have. tumblr_m6iclhK9U91qcs276o1_500Certain aspects of sound are essential in creating the right atmosphere for a film. According to Bordwell and Thomson there are fundamental perceptual properties of film sound such as loudness, pitch and timbre. When referring to loudness, the volume of a certain atmosphere can be manipulated to achieve a certain effect. Using Murnau’s Sunrise as an example, one can understand these concepts better. For instance in the scene where the husband realizes that his plan is in danger of being revealed because he’s left the bunch of bulrushes in plainShow MoreRelatedSunrise: a Song of Two Humans and The Notebook809 Words   |  3 Pagesalways been the center for producing films and circulating ideologies. With its coexistence with modernity, it is no doubt that Hollywood has produced films, which aim to entertain and to give the new thoughts and experience of modernity to its audiences around the world. Hence, in this essay I choose two films, à ¢â‚¬ËœSunrise: a Song of Two Humans’ and ‘The Notebook,’ which coming from different eras of Hollywood and functioning as vernacular modernism, for the analysis on their representation of modernityRead Moreâ€Å"the City of Ember† Analysis Essay893 Words   |  4 Pagesâ€Å"City of Ember† Analysis This essay will explore the movie â€Å"City of Ember†. The first time I watched â€Å"City of Ember† it was purely for the enjoyment of watching a film with my three young sons. I took little note of the style, texture or structure of the film. However, after having read the text from week one and two and reacquainting myself with the film yesterday I have come to appreciate the film for more than just the family aspect that first drew me to watch. Now I can appreciate the actionRead MoreThe Movies Badlands ( 1973 ) And Days Of Heaven1212 Words   |  5 Pagesmaker Terrence Malick. Both of these films have been deemed culturally significant by the Library of Congress and have been inducted in 1993 and 2007 respectively. The basis of this paper is to take these two movies and shed some light behind their creator’s process. The justification for this analysis is to prove with examples that Terrence Malick is an example of an auteur. Through the use of mise e n scene, sound, and editing it can be seen that the two films in question are decidedly of a certainRead MoreHistorical Analysis of the Movie, Citizen Kane Essay1699 Words   |  7 Pages Historical Analysis, Citizen Kane: Camera Movement Citizen Kane, directed by Orson Welles, was an exemplary and ground-breaking work. In narrative structure and film style, Welles challenged classical Hollywood conventions and opened a path for experimentation in the later 1940s. Gregg Toland’s deep-focus cinematography and Welles’ use of low-key lighting are often discussed aspects of the movie. True, these were areas of innovation, but when watching the movie in class I was particularlyRead MoreThe Lovers, By Rachel Mcadams And Ryan Gosling1275 Words   |  6 Pagescharacters are played by Rachel McAdams and Ryan Gosling. These actors portray first loves and heartbreak that tugs on your heartstrings beautifully just wanting and waiting for more. Starting off the movie with a beautiful scene looking across a sunrise-filled lake, which it gives off a comfortable, warm feeling to the viewers at home or in the theater. Then it pans out to an elder Noah Calhoun (played by James Garner) taking his daily medicine in a nursing home. Third scene shows an also elderlyRead MoreEssay about Happy Endings True Love8166 Words   |  33 Pagesthe certainty one has, when watching the films, that it is coming) which has earned - or, at least, deserves to have earned - the romantic comedy its status as `unrealistic. But what exactly is it that is `unrealistic about it? No one can deny that in the real world people do, every day, exactly what the characters in each and every romantic comedy do - that is: meet, court, and fall (however briefly or lastingly) in love. The problem arises when a film depicting this has to navigate the obviousRead MoreEvolution Of The Witch From Early American Literature1609 Words   |  7 PagesThe Evolution of the Witch from Early American Literature to Contemporary Film Over time there have been many different stories and adaptations about the monster that is the witch. From one folktale, to a book, to a movie there are slight differences that make each interpretation very unique. The stereotype is, people think that witches have green skin, big noses, and that they fly on brooms with pointy hats. However, if we completely examine the different texts such as The Conjuring or The CrucibleRead MoreSwiss Army Man And The Myth Of Cain And Abel1437 Words   |  6 PagesAbel. The myth of Cain and Abel relates to jealousy and rage, and how there are always consequences for our actions. The morals that can be learned from Cain an Abel are still relevant today, but in another format, such as in the poster for the 2016 film Swiss Army Man. The Swiss Army Man poster and the myth of Cain and Abel have overlapping themes, such as death and isolation. These themes are still prominent today, and the poster can serve as a modern day take on the centuries old myth . The mythRead MoreAnalysis Of One Flew Over The Cuckoos Nest1828 Words   |  8 PagesFilm Analysis Paper: One Flew Over the Cuckoo’s Nest Summery I The Story takes place in a state mental hospital in Oregon, 1963. 38 year old Randel Patrick Mc Murphy â€Å"Mac† played by Jack Nicholson is being transferred from a prison work farm to the hospital for mental evaluation. Mac is trying to avoid the work required by his sentence of statutory rape of a 15 year old girl by claiming (he is a marvel of modern science) insanity. The hospital is overseen by Nurse Ratched, who according to MacRead MoreAnalysis Of The Novel Dracula 1452 Words   |  6 PagesAnalysis of Dracula Although Dracula was not the first vampire novel, the effect that Bram Stoker’s creation had on the vampire genre is undisputable. At the time, it was written intellectual revelations during the 19th century had begun to change what people fear. Archaic legends like vampire stories no longer inspired terror in industrializing areas like Britain. What made Dracula widely successful was the incorporation of modern themes and anxieties with the renowned archetype of the vampire

Service and Relationship Marketing Front Stage Operations

Question: Describe about the Service and Relationship Marketing of Front Stage Operations. Answer: About the National Australia Bank The National Australia Bank is providing its services from more than 150 years. The bank at this date provides its services to more than 10 million customers in countries including Australia, New Zealand and others around the world. (Annual Financial Report 2015, 2015). Flowchart Front stage operations involve attending the client activities of the business. Front stage operations include marketing, sales and service product delivery. Back stage operations are responsible for all the support and administrative processes. These processes support front stage operations. This aspect of the business remains hidden and unknown to the client (Glushko, 2008). Backstage The back stage operations are also known as core operations. The back office operations ensure that all the deals are settled on a timely basis and without any mistakes. The office also has the responsibility to monitor the cash settlement and security delivery and resolving any NOSTRO differences and fails. The department also oversees if all kind of cash movements are properly funded. The instructions are processed in time to ensure that cash and securities move in time to meet the agreed value date. The back office operations also have the duty to process any kind of compensation, interest claims and charges. It is in the back office of the bank that securities are placed for delivering stock (Chase, B., Hayes, H., 1991). The back stage aspect of the company comprise of function of administration. The functions of the back office are settlement of the trade, clearing of payment, keeping and maintaining of records for future references, complying with rules and regulations and als o maintaining the accounts of the company. The back office also looks after IT services of the company. Back office can be understood as a part of the organization that operates functions related to business. It is important that back office operations are done smoothly because it is where the responsibility of the management lies. This department is not responsible for generating the revenue for the organization (Safizadeh, H., Field', M., Ritzman, P., 2003). The front office has two main functions. One is sales and the second way is trade support. The sales people receive orders of the client. The main focus of the bank is to build client relationship and proactively encouraging the client to trade. The responsibilities of front office includes opening the bank account and guiding the client about the banking operations. It is also responsible for smooth processing and flow of information from front to back systems. The front office makes sure of reconciliation and escalation of issues in a timely manner. The front stage acts as a liaison with settlement areas, other middle office areas, traders and sales people, brokerage control and counterparties. The major responsibility of the front office is to ensure that various businesses requirements are met(Zomerdijk J, 2007) . The front office comprises of employees who monitor sales and financing functions. This department is known for generating the revenue for the entire organization. The functions of the front office departments are sales, mergers and acquisitions, trading and it also plays as an advisory to the big corporations. The front office deals directly with the customers and does not participate in the other functions of the organization. It is also the hardest area of a bank as they have very important functions and activities to carry out that is to run a bank (Miozzo, M., L, 2001). Significance of Service Encounter The service encounter is frequently viewed from the point of view of a customer. Service encounter is defined as that time period during which customer comes face to face with a service. Service encounter is a situation when the customer finally realizes a service. If one has to build good customer relations then the organization would have to create trust among the consumers. The trust is created by dialogues, gestures or conversations. Trust is the result of gradual process of exchange between the service provider and the customer. It is very important that at the time of service encounter, the customer should have full satisfaction with respect to the service (Bitner, 1990). There are limited numbers of opportunities in banks to impress a customer and the opportunities become less as the banking system has grown more automated. A good service encounter helps in building customer loyalty. The customer loyalty is very important because good customer loyalty would help in development of business. Service Encounter also helps in building customer relationships (Wang Hsu, 2012). A positive service encounter is a key to success for the company. A good encounter builds high customer loyalty and this motivates companies to be more customers oriented. Service encounters are the first exchanges between the customer and a company that gives the customer to judge service quality of the business. In the banking sector, customer satisfaction is the most important performance sign. The degree of customer satisfaction indicates towards customer loyalty. Customer satisfaction leads to relative attitude and repurchase of the goods (Kieu, T., Shirahada, K.). Analysis of Managerial Implications The National Australia Bank is a very reputed bank. The top management of the company is highly qualified and had proved to be effective for the business. There are investment managers, cash managers in the organization. These managers of the bank are highly competent. The managers are ideal for managing the investment cash flow of the customers. The bank has adopted various service marketing strategies. The national Australia bank is one of the first banks to introduce digital experience for its customers. As the use of smart phones continues to grow, NAB continued to expand its digital channels and made the experience of banking more personalized. The bank decided to build and deliver the digital strategy in such a way that it becomes more integrated and diversify the customer experiences. As the world of internet is growing and people prefer to do most of their jobs from the click of a mouse, the bank also made the operations of banking easier through net banking. Previously, the changes used to take a certain period of time but now the overhauls are solved within a period of six months. The bank is successful to leverage capabilities in Adobe Experience Manager. The content creation group now drives more changes as compared to previous situations. NAB is also using Amazon Web Services and Akami to further start content delivery. The result of this step is that the response time of the bank has been increased to almost 100% and NAB has effectively created and delivered impactful content. The team has focused in promoting more than 100 products and services on the website of the company. The bank is also able to integrate the digital channels of the already acquired brands. Previously, the banks acquired digital properties that had to be left independent due to unavailability of IT resources and time. But now, because of more streamlined and updated technology of updating the websites, NAB is able to promote cross selling opportunities and establish new brand s that increased website traffic and sales. The national bank has not only established its presence on laptops and net banking, but it has also introduced itself in mobile banking. NAB manager are now currently striving to further leverage the segment and behavior so that they can offer more personalized digital experience (National Australia Bank engages customers worldwide across devices, 2016) References Bibliography Annual Financial Report 2015. (2015). The Annual Financial Report 2015. National Australia Bank. Bitner, M. J. (1990). Evaluatong Service Encounters: The Effects of Physical Surroundings and Employee Responses. journal of marketing , 54 (1), 69-80. Chase, B., R., Hayes, H., R. (1991). Beefing up operations in service firms. Sloan Management Review , 33, 15. Glushko, R. J. (2008). Bridging the "Front Stage" and "Back Stage" in Service System Design. Berkeley: University of California, Berkeley. Kieu, T., N. C., Shirahada, K. (n.d.). Service Encounter Satisfaction in the Retail Banking Service Sector: A Case Study of Vietnam Market. Miozzo, M., L, S. (2001). Internationalization of services: a technological perspective. Technological Forecasting and Social Change , 67 (2), 159-185. National Australia Bank engages customers worldwide across devices. (2016). www.adobe.com. Retrieved August 24, 2016, from www.adobe.com: https://www.adobe.com/content/dam/Adobe/en/customer-success/pdfs/national-australia-bank-case-study.pdf Safizadeh, H., M., Field', M., J., Ritzman, P., L. (2003). An empirical analysis of financial services processes with a front-office or back-office orientation. Journal of Operations Management , 21 (5), 557-576. Wang, C.-H., Hsu, L.-C. (2012). How do Service Encounters Impact on Relationship Benefits. International Business Research , 5 (1). Zomerdijk, J, L. G. (2007). Structuring front office and back office work in service delivery systems: an empirical study of three design decisions. International Journal of Operations Production Management , 27 (1), 108-131.