“Tipping” vs. Bribery Essay Example for Free

â€Å"Tipping† vs. Bribery Essay There are many similarities between paying a large tip to secure a better table in a restaurant and offering a bribe to secure a business contract. Firstly, both are essentially bribery. In both situations the bribe is something like an expression of gratitude before the fact, or, more accurately, an imposition of obligatory reciprocation—in both situations, the goal of the briber is to put the recipient of the bribe in a position of obligation. Another similarity is that both kinds of bribes are â€Å"competitive†: the bribe is made to gain a perhaps-unfair advantage over others. In both situations the briber creates a situation in which he increases the likelihood that he will be chosen above all else, while also increasing the likelihood that the relevant merits of the different â€Å"contenders† to the wanted resource are ignored. The briber is essentially saying: â€Å"We’re both here for something. I’ll give you more of what you want, so you give me what I want before others get what they want.† There are big differences, however. One is that while the restaurant employee who receives the tip is probably poor; the recipient of the bribe for the contract is not. Both are also a form of cheating, but the bribe for the contract is much graver. Who loses in the two situations? The consequences of the restaurant bribe are minimal—everyone will still get their meals, although some at a worse table (but how bad can a table at a restaurant be?). The consequences of the bribe for the contract, however, are huge, and can be life altering—for the better or for the worse. Considering all the points discussed, it becomes apparent that the two scenarios have many similarities, but they are not the same.

Free Essays on Whartons Ethan Frome: Isolation :: Ethan Frome Essays

Isolation in Ethan Frome Ethan Frome is a story of ill-fated love, set during the winter in the rural New England town of Starkfield. Ethan is a farmer who is married to a sickly woman named Zeena. The two live in trapped, unspoken resentment on Ethan's isolated and failing farm. Ethan has been caring for his wife for six years now. Due to Zeena's numerous complications they employ her cousin to help in the house, the animated Mattie Silver. With Mattie's youthful presence in the house, Ethan is awoken of the bitterness of his youth's lost opportunities, and a dissatisfaction with his life and empty marriage. Ethan and Mattie in turn, fall in love. However, they never follow their love due to Ethan's morals and the respect he has for his marriage to Zeena. Ethan eagerly awaits the nights when he is able to walk Mattie home from the town dances. He cherishes the ground she walks on. After a visit to the doctor, Zeena is told that she needs more sufficient hired help. Thus, she decides to send her incompetent cousin away and hire a new one. Ethan and Mattie are desperate to stay together. However, Ethan's lack of financial means and Zeena's health are factors that will never allow him to leave Starkfield. Unable to find any solutions to this problem, Ethan and Mattie decide to commit suicide by sledding into a tree. They figure it is the only way they can be together. The attempt fails, and the two are left paralyzed. Now Ethan's wife must care for the two for the rest of their lives. There were many themes found in Ethan Frome, but the greatest of them all is loneliness and isolation. In college Ethan acquired the nickname "Old Stiff" because he rarely went out with the boys. Once he returned to the farm to care for his parents, he couldn't go out with them even if he wanted to. Whatever he's done has kept him apart from others: tending to the farm and mill, nursing his sick mother and caring for Zeena. Ethan's isolation is intensified, because he is often tongue-tied. He would like to make contact with others but can't. For example, when he wants to impress Mattie with beautiful words of love, he mutters, "Come along." In their own ways, Zeena and Mattie are solitary figures, too. Free Essays on Wharton's Ethan Frome: Isolation :: Ethan Frome Essays Isolation in Ethan Frome Ethan Frome is a story of ill-fated love, set during the winter in the rural New England town of Starkfield. Ethan is a farmer who is married to a sickly woman named Zeena. The two live in trapped, unspoken resentment on Ethan's isolated and failing farm. Ethan has been caring for his wife for six years now. Due to Zeena's numerous complications they employ her cousin to help in the house, the animated Mattie Silver. With Mattie's youthful presence in the house, Ethan is awoken of the bitterness of his youth's lost opportunities, and a dissatisfaction with his life and empty marriage. Ethan and Mattie in turn, fall in love. However, they never follow their love due to Ethan's morals and the respect he has for his marriage to Zeena. Ethan eagerly awaits the nights when he is able to walk Mattie home from the town dances. He cherishes the ground she walks on. After a visit to the doctor, Zeena is told that she needs more sufficient hired help. Thus, she decides to send her incompetent cousin away and hire a new one. Ethan and Mattie are desperate to stay together. However, Ethan's lack of financial means and Zeena's health are factors that will never allow him to leave Starkfield. Unable to find any solutions to this problem, Ethan and Mattie decide to commit suicide by sledding into a tree. They figure it is the only way they can be together. The attempt fails, and the two are left paralyzed. Now Ethan's wife must care for the two for the rest of their lives. There were many themes found in Ethan Frome, but the greatest of them all is loneliness and isolation. In college Ethan acquired the nickname "Old Stiff" because he rarely went out with the boys. Once he returned to the farm to care for his parents, he couldn't go out with them even if he wanted to. Whatever he's done has kept him apart from others: tending to the farm and mill, nursing his sick mother and caring for Zeena. Ethan's isolation is intensified, because he is often tongue-tied. He would like to make contact with others but can't. For example, when he wants to impress Mattie with beautiful words of love, he mutters, "Come along." In their own ways, Zeena and Mattie are solitary figures, too.

Ikea’s Global Sourcing Challenge: Indian Rugs and Child Labor Essay

IKEA is a Swedish company producing home furnishing products at low prices. The company was founded in 1943 by Ingvar Kamprad and kept growing tremendously from 2 stores in 1964 to 114 stores in 1994. It’s very useful to mention the ikea’s vision that says â€Å"Creating a better life for the many people† for understanding the deep credo of saving cost among all the departments of IKEA, everything that IKEA does has the aim of reducing price to the customer. Besides its success stories, the company has faced environmental and social issues. The environmental issue of Formaldehyde was solved but sales dropped by 20% in Denmark. In 1992, the company got the same issue, which cost IKEA around $7 million. IKEA learned a lesson; publicity can bring a big loss in sales, not considering the damage to the brand image. In the spring of 1995, another film is threaten to be shown on German television about children working at looms at Rangan Exports, an Indian company used by IKEA, and the producer then invited IKEA to send someone to take part in a live discussion during the program. These events urged the company to consider environmental and social issues more seriously. It is very important to focus to the long term contract that IKEA establishes with its suppliers, in fact they promote â€Å"to develop long-term business partners†, and they also say â€Å"†¦ We are in this for the long run† always with the aim of reducing cost and creating a faithful relationship. On the process of globalization, IKEA needs to get the cheapest suppliers and therefore goes to countries that offer cheap labor. When IKEA set its suppliers in these countries, it could not avoid these problems. The fact that IKEA does not have its own manufacturing facilities; instead it uses subcontracted manufacturers all over the world for supplies makes it more complex and difficult to keep track of the company’s suppliers and subsuppliers (almost 2300 suppliers in 70 countries and a range of 11200 products). It is even more difficult to keep track of children working in homes where whole families worked on looms from the subsuppliers’ level. The best strategy is to avoid social and environmental issues right from the beginning as when these issues emerge, they immediately affect the products’ sales tremendously. To avoid this threat of loss in profit, IKEA may consider withdrawing from India. However, if IKEA withdraws from India market, it will lose a big opportunity of cheap labor and put the company at disadvantage position as other competitors accessing the same opportunities to compete for lower product prices. IKEA therefore should not look for a new business opportunity by leaving India but keep up with the trend and get ahead of the issue and its rivals. Some people may argue that if the company is actively involved with the issue, it may have a drop in profit compared to its competitors. The threat may be true in the short term also because of the clause of cancellation of the contract. However, IKEA can turn the threat into a big opportunity in the long term by actively involving and publicizing its achievement whit the website and display advertising in the stores to let customers appreciate the effort ,as done before with the forest issue. The strict partnership with all suppliers doesn’t permit IKEA to abandon one of his supplier when problems occur, the supply network will be scared from the behavior of the company when an help is needed; in fact IKEA says that â€Å"We do not buy from our suppliers. We buy unused production capacity† in this way we can observe that the suppliers depends from IKEA. To go or not to go to the show? If the show ensure IKEA the possibility of speaking freely and to defend itself, so to be able to speak and give further explanation of the problem, they should go; if the show doesn’t ensure any freedom of speaking and the show will be only a â€Å"public pillory†, IKEA should not go and do a press conference the day after, where it will explain deeply the press release and all the intention of IKEA for the future. For this complex situation, it is recommended that IKEA should join the program. The company had gained already some positive achievements to the child labor issue since the problem was first raised by Swedish television. IKEA could discuss the information it had collected so far from UNICEF, Swedish Save the Children and the ILO and show it had the same attitude as the director of the documentary film as well as reaching the same goals of deleting child labor. It could show its appreciation to the director for helping spot the child labor at the company’s manufacturer and emphasizing that the company is going to analyze the case more deeply. IKEA possibly mentions its spirit of not avoiding mistakes to search for creative solutions. Moreover with a carefully considered plan, participating in the television program would help save the brand and image. After the television program, IKEA needs to come up with a solution for the case and the long-term strategy to deal with child labor issue, and admitting that the clause of the contract was too strict, and it would be better to establish a plan (3-5 years) for the future with those countries. Barner should make a trip to Rangan Exports and investigate the case entirely and get in touch with the reality of the facts. All the children working there should be collected and offered education opportunities (Corporate Social Responsibility, Citizenship of the company). The company needs to create its own children budget to help children found working. By this way, IKEA could continue its relationship with its suppliers (most of them are in developing countries), calling for the cooperation from suppliers to allow IKEA’s professional random inspection. Working with Rugmark is another good option if IKEA can make sure the child labor problem is under control. Because IKEA does not have its own manufacturers and gets its supplies from other suppliers, it is challenging for IKEA’s ability to manage and control the whole production process. Unless IKEA can be sure that there’s no child labor in the company, it is encouraged to allow Rugmark to monitor the use of child labor on IKEA’s behalf. If IKEA follows the steps explained above, it will improve its level of social responsibility and sustainability. The company could advance itself to the even higher level, an interactive level, by executing more assertive and precise plans. The interactive level promises a long-term advantage in brand image and profit as done before with the â€Å"going green† program. As child labor is considered â€Å"Indian culture†, it requires a lot of time, energy and finance to make progress. The company needs to work tightly with UNICEF, NGOs, and Save the Children Alliance to learn from each other. In India, because of economic initiatives, families send children to work. Therefore, to help improve the situation, IKEA need to fund a budget in the need of education for those families. Besides, the company should lobby to coerce the government to get involved more actively in the process. In the long run, family income boosting plans need to be implemented to obtain a better standard living for Indian families as poverty is the root of the problem.

Customer Management Plan - Free Essay Example

Sample details Pages: 10 Words: 3003 Downloads: 10 Date added: 2017/06/26 Category Management Essay Type Research paper Level High school Did you like this example? Customer Management Plan Contents Page Our Brand Page 3 The Market Page 3 The Shop Page 3 Servicescape Page 4 Service Service Quality Page 5 Measuring Service Quality Page 5 Service Recovery Service Plan Page 6 Customers Loyalty Page 7 Total Customer Experience Page 7 Customer Feedback Page 8 Customer Use of Service Blueprint Page 10 ReferencesPage 11 Our Brand Rubia Coffee are a new chain of coffee shops that will offer more value per drink than any other chain coffee shop. The way that Rubia Coffee will do this is by offering a large variety of coffee beans for completely different flavours even for those classic orders, happy and enthusiastic staff, a relaxing environment in each shop, and also offer a large range of high quality foods to complement our drinks. Each coffee will be made by a highly trained employee to guarantee a high quality drink. Weà ¢Ã¢â€š ¬Ã¢â€ž ¢ll also offer multiple counters to order at to make sure each customers wait is kept to a minimum. This is rarely offered at other chain coffee shops. The name Rubia comes from the word Rubiaceae which is the name is the all coffee plants fall under as all different strains of coffee plants are in the Rubiaceae family (Hawaii Tropical Botanical Garden. 2013) Don’t waste time! Our writers will create an original "Customer Management Plan" essay for you Create order The Market The UK coffee shop market now has a net worth of  £1.401 (Helena Spicer. 2013). This is predicted to continue rising until at least 2018 according to a Mintel report [1]. The market leader is Costa Coffee with 1656 outlets which is a 27% increase from 2011-2013 whereas Starbucks has 730 units which has decreased from 739 in the same time period. This may be because Costa Coffee has dominated the market and has taken many of the most convenient places for high footfall. In an Infographic report done by Helena Spicer about customers of coffee shops she found that 44% of people enjoyed something that theyà ¢Ã¢â€š ¬Ã¢â€ž ¢ve drank before, 38% said they like something they canà ¢Ã¢â€š ¬Ã¢â€ž ¢t have at home, and 33% of those interviewed buy their drinks based on low prices. However according to this report 27% of customers find the branded coffee shops are not good value for money and 65% of customers go to coffee shops due it ità ¢Ã¢â€š ¬Ã¢â€ž ¢s convenience (Spicer, H. 20 13). Our Target market is those customers whose gross annual household income is above  £25,000 whilst still catering for those that do not meet this by offering a saver menu. The reason this is our target market as 44% of those in this segment go to at least 1 chain coffee shop on a regular basis (Mintel. 2013). The Shop Our shops shall be around the average size of 202 sqm (Edinburgh Council. 2011). This is because these shop are usually placed in easy to access areas. Within these shops there shall be at least 20 seats for customers and 15 tables. This is so the customer can sit with their order and consume it on site if they wish even though many customers take their drinks and/or food off site. Fig 1 Rubia Coffee Layout The design of the average outlet for Rubia Coffee caters for multiple different customers. The stooled area caters for customers that may be by themselves but would like to sit down. The tabled eating area is for customers that are with either a group of friends or a spouse. The Waiting Area is also near the door for those customers that wish to consume their order off site. The arrows in Fig 1 show the flow of customers around the shop. This flow of customers will keep the shop from getting crowded. The design of the average outlet is also beneficial for the emplo yees as well. This is due Servicescape Servicescaping now has a higher significance in the design of any outlet whether it be for retail or service. This is because the servicescape can have a direct and indirect effect of the customer view on the quality of the service (Reimer, A. Kuehn, R. 2005). When designing a shop layout Rubia Coffee find that it is very important to create an atmosphere that the customer find relaxing but also feel like the place they are in has a quality feel to it. This is why in our shops there are relaxing colours such as greens and blues as well as relaxing music in the background. Service Service Quality When looking at service quality you need to look at what impacts service quality. According to Parasuraman, Zeithaml, And Berry there are 5 determinants to service quality. These are tangibles, reliability, responsiveness, assurance, and empathy (Parasuraman, A., Berry, L., Zeithaml, V. 1991) The reliability of the service is the ability to perform the service dependably and accurately. This aspect is when employee training and proper planning is need to make sure that the service is carried out the way it should be. Tangibles for the service quality are the physical appearance of the facilities (Buttle, F. 2009). This includes equipment using for making and preparing the foods and drinks. The staff also come under the tangibles for the service quality. This will ensure that employees are well dressed in the correct Rubia Coffee attire which shows a smart yet friendly persona of the staff. Responsiveness shows the willingness for the employees and manage rs to help customers and provide the efficient service. This will be achieved by high quality training and also the caring personalities of the employees. Assurance is the ability of the employees in ensure trust and confidence in their role shop to the customers with their knowledge. This is also achieve via high quality training and as well as their enthusiasm in their job role. The last part of the SERVQUAL Model is Empathy. This is the individualised attention to customers that Rubia Coffee employee will give to each customer. This could be assisting a person in a wheelchair or if a customer is a regular, acknowledging them when they enter the cafÃÆ' ©. These determinants will be used to keep high levels of service quality. As these determinants are easily understandable. Each manager shall be able to implement new procedures that will keep the standard of each determinant high. Measuring Service Quality Service quality shall be measured by looking at the numbe r of repeat customers an outlet has. As this indicates that the quality of the service that you are providing is satisfactory for that customer to keep returning back to the same outlet rather than finding an alternative. Another method of measure the service quality would be by giving customers a small form with an incentive of a money off voucher for their next purchase. These forms will contain a small amount of questions regarding the determinants of service quality/the SERVQUAL instruments (Berry, L. Zeithaml, V. Parasuraman, A. 1994). These questions shall be a rating system of 1 to 5, with 1 being very bad and 5 being excellent. They will also have spaces for comments in which to improve certain areas of the SERVQUAL determinants. Service Recovery Plan A service recovery plan can be defined as à ¢Ã¢â€š ¬Ã‹Å"all the actions taken by a company to resolve a service failureà ¢Ã¢â€š ¬Ã¢â€ž ¢ (Buttle, F. 2009). To be able to make a Service Recovery Plan we first need to know what the service failure is. When there is a service failure the root cause needs to be identified. As services can fail in multiple of different ways the failure can be from a technical side or functional service quality meaning the service isnà ¢Ã¢â€š ¬Ã¢â€ž ¢t up to standard. Therefore the locus of the failure needs to be found. This will be achieved via customer complaints. After the locus is found the stability of the failure needs to be calculated. Was it just a one off? Or does this happen on a frequent basic? After the stability is calculated it needs to be checked to see how controllable the failure is. Is the failure because of employees not being able to perform correctly or is it due to something that is out of Rubia Coffeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s control. This negative impacts of service failure can be a decline in customer confidence, loss of revenue, and even a decrease in employee moral which may lead to a reduction in employee performance (Komunda, M. Osarenkhoe , A. 2012) To be able to find the locus of the service failure customers need to be able to easily complain about the issue. This process needs to be a well thought-out and planned process to satisfy aggrieved customers (Komunda, M. Osarenkhoe, A. 2012). A customer can complain in two different ways. The first way being the first being public action, and the second being private action. Public action is when a customer send their complaint/s To the firm that the service failure occurred at, Or by complaining to a third party which could a reviewing website Or by taking legal action to seek compensation for the dissatisfactory service. Private action is when a customer either Switches provider of the service. Or by talking about the company with a negative word of mouth. Many customers do not complain about a service failure (Komunda, M. Osarenkhoe, A. 2012) which not only negatively impacts them with receiving a dissatisfactory service but this dissatisfactory service can happen to many other customers as well. This is why is important to make the complaints procedure as easy as possible for the customers not only for their benefit but for Rubia Coffeeà ¢Ã¢â€š ¬Ã¢â€ž ¢s benefit. There will be three different way in which Rubia Coffee shall deal with complaints. This will be by distributive justice, procedural justice, and interactional justice (Buttle, F. 2009). Distributive justice shall be achieved if the customer want a material good for their compliant. This may be another coffee for free or what they ordered or for a discount on their next purchase. They customers may also be satisfied with just a complaint however a free replacement will always be offered. Procedural justice is when the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s evaluation of the service failure and the attempt to fix this failure is used to try and to fix as well as improve the service failure. However most customer do not wish to fill in a long form or to write letters to the company. A formal letter of apology and a material compensation should be given to the customer if they wish to gain procedural justice. Interaction justice should always be used with customer complaints as interactional justice is when the customer is satisfied with the empathy, politeness, courtesy, and effort that either the employee or manager gives them in order to correct the service failure. The procedure that should be followed when receiving a complaint would be Apologise for the inconvenience of the issue. Offer to replace their order and/or offering a discount on their next order if needed. If the customer still isnà ¢Ã¢â€š ¬Ã¢â€ž ¢t satisfied contact manager for a formal apology from that outlet. The manager should offer more discount if needed. If the customer is still not satisfied the manager should ask them to step to one side to write down what happened from the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s point of view. Then ask for their personal address for the head office to send them a formal apology on behalf of the company as well as an acceptable level of compensation. Customers Loyalty Many happy customers that are actively buying from one company may feel that the company doesnà ¢Ã¢â€š ¬Ã¢â€ž ¢t value them from the volume of goods that they purchase not being recognised (Peel, J. 2002). There are two different types of loyalty to a company. There is behavioural loyalty and attitudinal loyalty. Both of these types of loyalty are critical to a businessà ¢Ã¢â€š ¬Ã¢â€ž ¢s operation. Behavioural loyalty is when a customer intends to repurchase the same brand to maintain the relationship with that brand. Customers to do possibly for peace of mind due to not having to find alternatives to that brand. The way the Rubia Coffee intend to increase behavioural loyalty is by offering a reliable, efficient, cost effective, and high value for money service thatà ¢Ã¢â€š ¬Ã¢â€ž ¢s second to none. This way more people should intend to repurchase from our brand. As linking back to the views the market has à ¢Ã¢â€š ¬Ã…“27% of customers find the branded coffee shops are not good value for moneyà ¢Ã¢â€š ¬Ã‚ . If we reduce this number significantly more potential customers will buy from our brand by increasing the possible demand for those looking for good value for money. Attitudinal loyalty is when a customer identifies themselves with a brand. This may be due to their business ethics or this may be due to that the brand is in fashion. The way we will do this is by keeping good business ethics buying our supplies at a fair price for small coffee bean farmers and larger corporations. Rubia Coffee also intend to be proactive in future changes in government policies rather than reactive. Being proactive from policy changes shows that our company is able to change for the better without being forced too. The way that Rubia Coffee will reward customers will be by those that are in our loyalty scheme. This scheme will be run by our loyalty cards, our emailing list, and to those that have our smartphone app. Those that are in this sc heme will benefit by getting a free singular purchase after a number of paid purchases and by receiving discounts to certain produce at random time intervals. This way customer will have to monitor our offers to receive the discount when it is released. Total Customer Experience The definition of total customer experience or TCE is a à ¢Ã¢â€š ¬Ã‹Å"totally positive, engaging, enduring, and socially ful ¬Ãƒâ€šÃ‚ lling physical and emotional customer experience across all major levels of oneà ¢Ã¢â€š ¬Ã¢â€ž ¢s consumption chain and one that is brought about by a distinct market offering that calls for active interaction between consumers and providersà ¢Ã¢â€š ¬Ã¢â€ž ¢ (Bernacchi, M. Kesavan, R. Mascarenhas, O. 2006). This means that the customer is fully satisfied with the whole experience that the service provides as they feel like the business truly cares about them and their experience. Total customer experience can be used to increase the amount lasting customer loyalty. As throughout the whole interaction from the customer consuming our service, TCE is always there. The customer consuming our service is shown in the customer blueprint on page 10. The way that Rubia Coffee capture TCE is by providing the best experience a customer can receive for buying from a coffee shop. The way this is done is by a high standard of training for our staff, by employee kind and friendly staff that are also highly productive, an optimal level of technology to make the experience for the customer easier without too much technology being used which could put certain customers off, and also by serving you in an environment that is clean, relaxing and perfect ambiance. Customer Feedback There are a multiple of different ways in which customer feedback can be collected each have their own benefit also the most common demographic of the outlet can determine with method of getting customer feedback is use. Customers can give their feedback through fill ing out a small simple form which shall be placed in a small display case next to each till. This way customers that want to leave feedback can pick up the form and customers wonà ¢Ã¢â€š ¬Ã¢â€ž ¢t feel forced into leaving possible false positive feedback. We wish to reward these people that leave us feedback so random forms will have a mark of them that only appears under UV light which will give the customer a single free drink. Another way in which customers can give feedback is by leaving feedback for a specific outlet on our website. This feedback shall be more in-depth than the form in each Rubia Coffee outlet. If the customer wishes to put their email address on the feedback form they will receive an email thanking them for their feedback and will contain a QR code which they can print off or show on their smartphone to take in any Rubia Coffee outlet and receive a 25% an order. This method of feedback can be more open to false data however the information that is needed t o be inputted into the form limits the amount of false data as a whole new false identity would have to be made and they will also be a limit on how many times a single person can leave feedback per year. This will not stop the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s ability to complain about an issue in an outlet. Fig 2 à ¢Ã¢â€š ¬Ã¢â‚¬Å" Coffee with beans Customer Use of Service Blueprint References Bernacchi, M. Kesavan, R. Mascarenhas, O. (2006). Lasting customer loyalty: a total customer experience approach.Journal of Consumer Marketing. 23 (7), p399. Berry, L. Zeithaml, V. Parasuraman, A. (1994). Alternative scales.Journal Of Retailing. 70 (3), p203. Buttle, F. (2009). Creating Value For Customers. In: Buttle, FCustomer Relationship Management à ¢Ã¢â€š ¬Ã¢â‚¬Å" Concepts and Technologies. Oxford: Elsevier Ltd. p203-209. Edinburgh Council. (2011).Edinburghà ¢Ã¢â€š ¬Ã¢â€ž ¢s Shopping Centres.Available: https://webcache.googleusercontent.com/search?q=cache:boSxdG_w9koJ:www.edinburgh.gov.uk/download/downloads/id/5261/planning_information_bulletin_2011_no_8-edinburgh_s_shopping_centres_1986-2011+cd=4h. Last accessed 22/04/2014. Figure 1.Rubia Coffee Layout(2014) [Image] At:https://i167.photobucket.com/albums/u135/fredrip/Untitled_zps0dfd611a.png (Accessed on 19.04.14) Figure 2.Coffee With Beans(2014) [Image] At: https://www.freegreatpicture.com/cat/photo-16317 ( Accessed on 20.04.14) Hawaii Tropical Botanical Garden. (2013).Rubiaceae.Available: https://www.htbg.com/search.php?family=Rubiaceae. Last accessed 25/04/2014. Helena Spicer. (2013).Executive Summary Coffee Shops. Pp.1-4.Available: https://academic.mintel.com/sinatra/oxygen_academic/attachment/id=638274seq=1. Last accessed p1-4. Komunda, M. Osarenkhoe, A. (2012). Effects of service recovery on customer satisfaction and loyalty.Business Process Management Journal. 18 (1), p83-85. Mintel. (2013).Who Buys Coffee Out of Home and Where do they Go?.Available: https://academic.mintel.com/display/684220/. Last accessed 20/04/2014. Parasuraman, A., Berry, L., Zeithaml, V. (1991), Refinement and reassessment of the SERVQUAL scale,Journal of Retailing. 67, p.420-450. Peel, J. (2002). New Perspectives on Loyalty. In: Peel, JCRM: Redefining Customer Relationship Management. Woburn, MA: Digital Press. 161. Reimer, A. Kuehn, R. (2005). The impact of servicescape on quality pe rception.European Journal of Marketing. 39 (7/8), p789. Spicer, H. (2013).Infographic Overview.Available: https://academic.mintel.com/download/pdf/report_infographic/638274/. Last accessed 22/04/2014. 1 | Page