Retailing in the Digital Age :: M&M’s World at Leicester Square

Introduction To expand the customers’ shopping experience and satisfaction, the atmosphere while they are shopping was necessary. The atmospherics were first founded by Kotler (1973) as an essential instrument to hold the shopping environment to produce the emotional effect on the customer buying decision. There are further studied to classify these. However, most of them were about the physical environment but after the 21st century, concepts of an online store were applied. Multiple channels are a concept of this era, to be the survivor retailers have to adapt themselves as well. This report contains the findings and analyses, which include the atmospheric variables, online retail environment, online retail atmosphere and opportunities and challenge of e-retailing. Findings and Analyses Atmospherics in term of Kotler (1973) definition are an important marketing tool that effect directly to the customer behaviour. Putting it simply, this is about the sensory effect atmosphere including sight, sound, scent and touch. This is also a part of the product that could effect to the consumer behaviour. To attempt and hold the specific segment of the target could increase the atmosphere in the store an increase buyers’ rate consumption thereby causing the increase of purchase probability. According to Turley and Milliman (2000), the behaviour of consumer could influence by the environment. From the study, there could come up with five categories that effect to the consumers’ evaluation and lead the behaviour response consist of external variables, general interior variables, layout and design variables, point-of-purchase and decoration variables and human variables as can be seen in figure 1. Figure 1: Turley and Milliman’s retail atmospherics framework Nowadays, the retail industry transitioned from brick-and-mortar to click-and-mortar retailing. As a result of developing on the Internet that has increased the flexibility for retailers to operate an online store in addition from their physical store. Moreover, the online channel also offers the benefit in selling products to the online shopper that value another customer segment (Ofek et al, 2010). Otherwise, the consumers’ behaviour in the era was not relying on one channel. They use relevant of technologies to search for an information in different ways, such as, read reviews from other customers, visit the physical store before purchasing online, finding the best price of purchase (Aubrey and Judge, 2012). This could illustrate that the customers use multi-channel for their purchase decision. In the 21st century, customers tend to be the multi-channel shopper that effect in the retailing industry.

How UPS Delivers Objective Performance Appraisals Essay

Executive Summary: In the analysis below you will read about UPS and how they deliver objective performance appraisals. You will gain an understanding of how the implementation of PDAs has standardized their evaluation process. It will further explain why UPS is not a people-centered company, how they incorporate the critical incidents appraisal technique, the legally defensibility of their evaluation program, how they don’t cross the thin line between supervision and â€Å"snoopervision† and what they can do to improve their driver evaluation program. Background: For the United Parcel Service (UPS) determining if objectivity is accurately being used during a review is a difficult process but an important one. The implementation of personal digital assistants (PDAs) has helped ensure the use of objectivity by standardizing the evaluation process through software. During reviews supervisors conduct ride-alongs with their employees to ensure procedures and policies are being followed. Before the introduction of companywide checklists through the PDAs there was no way of knowing if every employee was receiving the same evaluation and being evaluated on the same scale. PDAs have given supervisors the ability to stay contacted to things such as e-mail while quickly identifying training needs and allowing access to training resources. UPS has seen the advantages of PDAs and will continue to put more in the field as they ensure objectivity and provide a solid structure for employee evaluations. Analysis: According to (Kreitner & Cassidy, 2008) on page 273 Jeffrey Pfeffer found a connection between people-centered practices, higher profits, and lower employee turnover. He also identified seven people-centered practices three of which directly relate to this case. The first practice is employee empowerment through decentralization and self-managed teams. Decentralization according to (Kreitner & Cassidy, 2008)on page 254 is â€Å"management’s sharing of decision-making authority with lower-level employees.† In this case UPS has decided that supervisors instead of upper  management such as human resources would conduct ride-alongs to evaluate how well their employees are performing and following procedures. The second practice is sharing of key information. With the implementation of PDAs supervisors are always connected to e-mail and other important resources. The PDAs have made the evaluation process more uniform throughout the company and give supervisors the ability to quickly transfer information when they get back to the office. The third practice is comprehensive training. Supervisors can use the PDAs in the field to walk employees through applied methods and identify training needs. Although three of the seven people-centered practices relate to this case according to Pfeffer the seven practices are an integrated package that should not be implemented piecemeal and for this reason he would not call UPS a people-centered company. According to (Kreitner & Cassidy, 2008) on page 280 performance appraisal is â€Å"evaluating job performance as a basis for personnel decisions.† Based on the information in the case UPS is using the critical incidents technique. The critical incidents technique mentioned in (Kreitner & Cassidy, 2008) on page 281 states, â€Å"Specific instances of inferior and superior performance are documented by the supervisor when they occur.† By conducting ride-alongs with the employees supervisors are in a perfect situation to fulfill the requirements of this technique. The PDAs with the checklists which are the same and used by everyone throughout the company ensure employees are being evaluated on the same procedures and policies and that supervisors are using the same evaluation scale when determining job performance. To avoid legal action when evaluating an employee’s performance according to (Kreitner & Cassidy, 2008) on page 280 employers need to base their appraisal systems on the following four criteria, job analysis, behavior oriented, specific written instructions, and reviewed results. UPS with the implementation of PDAs has clearly satisfied these requirements. Preloaded software has turned th e evaluation process into a standard procedure while identifying and outlining the specific tasks and skills required for an employee to be successful. A series of checklists describing in detail the employee’s duties give supervisors the ability to objectively rate individual performance no matter who is giving the evaluation or where it is taking place. During an evaluation if an employee is not following procedures supervisors have the ability to show them in the  field the proper way it needs to be done. After the evaluation the supervisor has everything needed to give direct feedback and suggestions to the employee so they have a clear understanding of how they are doing and how performance can be improved. Snoopervision is a management style involving spying and intrusive practices. With this definition in mind UPS does not cross the thin line between supervision and snoopervision. Ride-alongs by supervisors are common practice and the best indicator of an employee’s performance. The implementation of PDAs have simply given the employee a fair chance at receiving an honest evaluation based solely on how they preform by standardizing the evaluation process companywide. For most employees in the U.S. a growing concern of their employer looking over their shoulder and violating their right to privacy is becoming more and m ore evident as technology evolves. In the case of UPS this shouldn’t be a concern because the implementation of technology is not being used to spy or to implement intrusive practices but to properly train and keep employees safe while preforming their job. After reading the case I think the implementation of the PDAs have greatly improved the driver evaluation program. PDAs offer a companywide standardized evaluation process with easy access to information required to properly evaluate, train, and give feedback to employees. Moving forward a concentrated effort by upper management needs to be placed on making sure the employees are retaining and transferring information provided to them during the evaluation process to the job. They should also get feedback from their employees on how they viewed the evaluation program, if they gained the knowledge and skills intended, and if any improvements are being made. Implementing post-evaluation surveys and quizzes would serve as quick and easy indicators for superviso rs if employees are actually learning and understanding the information they are receiving through the evaluation program. Insights / Recommendations: Researching this case has given me a better understanding of how important the seven people-centered practices are to an organization and why only 12 percent of organizations are currently considered people-centered. It has opened my eyes to the performance appraisal process and how important it is for employers to ensure legal defensibility of their appraisals. Acquiring  knowledge and information from employees is the key to properly gaining an understanding of how well an evaluation process is working and if any changes need to be made. Moving forward UPS simply needs to continue implementing procedures and policies that ensure the use of objectivity during employee evaluations. Supervisors need to fully understand these procedures and policies and make sure they continue to evaluate based on the guidelines listed in the checklists. Assuring proper retention and transfer of knowledge to the job will be an ongoing process and should be evaluated by ride-alongs with the use of pos t training surveys and quizzes. For success to continue in the organization communication along with up-to-date resources are key and it will be the responsibility of upper management to make sure both have a strong presence within the organization. .

The Cathedral By Raymond Carver - 1294 Words

Most of us live our life without truly living. We follow the path handed down from generations of social conformity. We are taught to aspire to a marriage, house full of descendants, and stable job that supports the aforementioned. Besides the majority leading a constraining lifestyle, there are few who sincerely enjoy their lives and celebrate their individuality. The renowned psychologist Abraham Maslow discusses that people live a fulfilling life because of self-actualization in his study â€Å"Self-Actualization and Beyond† in 1967. He notes that with self-awareness, a person â€Å"comes to know what [their] destiny is, who [their] wife or husband will be, what [their] mission in life will be† (Maslow 440). In the cases of those who aren’t aware†¦show more content†¦The narrator chooses to hold himself back from achieving any progression towards self-actualization with making close-minded judgments in regards to his wife’s blind friend Robert, such as â€Å"Was [Roberts] wife a Negro† (Carver 301) and â€Å"But [Robert] didn’t use a cane and he didn’t wear dark glasses† (Carver 303). These are clear indications that the narrator has kept his mind closed to keep himself safe whilst choosing to hinder his progression to actualization by â€Å"being afraid.† The absence of interests in the narrator is another prevention of progression that Maslow advised against in his eighth behavior to self-actualization: â€Å"finding out who one is, what he is, what he likes, what he doesn’t like, what is good for him and what bad, where he is going and what his mission is – opening oneself up to himself [†¦] It means identifying defenses, and after defenses have been identified, it means finding the courage to give them up.† The narrator has yet to indulge in any activities, like a sport or hobby, to give full concentration to, to explore his likes and dislikes. His defenses were possibly taught through the â€Å"introjected voice of the Establishment, [†¦] or of tradition,† (Maslow 439) to live a quiet life with a stable job, a woman in his home, and basic necessities. The narrator’s environment enforced these social patterns to maintainShow MoreRelated`` Cathedral `` By Raymond Carver992 Words   |  4 Pages â€Å"Cathedral† is a short story that was written by Raymond Carver in 1981. Raymond Carver is most well known for his short stories and is even an writer credited with reviving the then dying form of literature. A part of a collection of short stories, â€Å"Cathedral† was the last to be published and was included in 1982’s Best American Short Stories. â€Å"Cathedral is different from the other works of Carver due to the humanistic realism that is given to his characters, which had not been seen before in hisRead MoreCathedral (by Raymond Carver)1131 Words   |  5 PagesCathedral: A Lesson for the Ages Raymond Carver s short story, Cathedral, portrays a story in which many in today s society can relate. We are introduced from the first sentence of the story to a man that seems to be perturbed and agitated. As readers, we are initially unsure to the reasoning s behind the man s discomfort. The man, who seems to be a direct portrayal of Raymond Carver himself, shows his ignorance by stereotyping a blind man by the name of Robert, who has come to stay withRead MoreThe Cathedral By Raymond Carver Essay937 Words   |  4 Pages â€Å"Cathedral† Born on May 25, 1938 in Clatskanie, Oregon, Raymond Carver was destined to be a writer. He was a son of a sawmill worker and grew up working hard majority of his life. He married year after he finished high school and had two children with his wife at the time. He raised and supported his children with normal working class jobs such as delivering, janitorial and gas station services. Carver discovered his interest in writing after taking a creative writing course in collegeRead More`` Cathedral `` By Raymond Carver1027 Words   |  5 Pagesfirst, I thought she was ridiculous, and I laughed at her. But later, I realized that she was suffering a hard disease and that was the reason she had lost her hair. I felt bad myself because at the end I was the ridiculous. In the story, â€Å"Cathedral† by Raymond Carver the narrator was thinking wrongly about Robert because Robert was a blind man. The narrator was accustomed to what we usually watch on TV about blind people. He thought that Robert was one of those who walked slowly accompanied by a dogRead MoreThe Cathedral By Raymond Carver978 Words   |  4 PagesIn â€Å"The Cathedral† by Raymond Carver, a man named Robert is coming to spend the night at the narrator’s house. Robert is a friend of the narrator’s wife who happens to be blind, which doesn’t sit well with the narrator. Robert and his wife have a ten year relationship which started with her working for him. Since then they’ve stayed in contact by sending audiotapes to each other. When Robert reaches the house, the narrator is a bit uncomfortable. The first reason being because the man is blind, andRead MoreThe Cathedral By Raymond Carver1202 Words   |  5 Pagesâ€Å"Cathedral† written by Raymond Carver is a short story that unfolds as a first-person narrative of the main character named Bub. The story beautifully depicts the process of an individual who transforms from a person with lack of knowledge a nd ignorant towards knowledgeable soul, due to an encounter with his wife’s blind friend Robert, to an individual that is enlightened. The cathedral, in this story, is a mere subject brought up at the end of this story which becomes the object of his enlightenmentRead MoreThe Cathedral by Raymond Carver1281 Words   |  5 PagesThe Cathedral by Raymond Carver is an exemplar of a literature with the use of realism in which a realistic, non-ideal, ordinary life of an individual is depicted to represent a wider meaning in life or the society. The anecdote is narrated through the narrators point-of-view about a blind man, Robert, who is a friend of his wife. A theme is presented using a foil, Robert, or a character whose traits are ideal and contrast with the protagonists to highlight some qualities in the central characterRead MoreThe Cathedral By Raymond Carver1758 Words   |  8 PagesIn Raymond Carver’s â€Å"The Cathedral†, the unnamed husband narrators th e tale of his wife’s old blind friend Robert coming to visit after not seeing each other for years. They had remained in contact through audiotapes, but the husband seems to not understand the significance of their relationship, showing distaste with the visit for the majority of the story, due to his uncomfortableness. In this story, the writer displays his tale and its morals; by using the narration of the husband; Carver showsRead MoreThe Cathedral By Raymond Carver1280 Words   |  6 Pages Raymond Carver’s short story â€Å"The Cathedral† is one that was published with a collection of other books in 1983. This particular short story is one that presents multiple views, including real life ethical and stereotypical situations correlating with the specific time this story was published in. Through these ideas and also the symbols created through the characters one receives a vital message. This message that the author is trying to convey is to look furt her past what one may see at yourRead MoreCathedral Raymond Carver Analysis1212 Words   |  5 PagesIn â€Å"Cathedral,† Carver’s use of visualization and climactic change of character emphasizes the theme that looking and seeing are two very different things. When Raymond Carver had his wife’s blind friend, Robert, join them for a few days, he should’ve been more understanding and empathetic with Robert’s blindness instead of just avoiding it or brushing it off as if it’s not there. Carver did very well in changing his ways and learning to accept and understand Robert. Carver also did a good job of