Service Quality Hospitality - 4958 Words

MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer, Hotel Management Program, Faculty of Economics, Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry through managing the ‘moment of truth’ or service encounter. The analysis is done by referring to some problems and challenges in managing service encounters. The results of the analysis show some important points to consider when managing†¦show more content†¦The functional quality is how a customer receives the service and how he experiences the simultaneous production and consumption process. All the tangibles will create the technical quality but the intangibles will generate the functional quality. For example in a restaurant setting, the delicious food served to the guest is the technical quality of a service; while how the guest is treated and served by the waiter is the functional quality. Both of them give influence to the customer in perceiving the service quality. Very often the service provider who performs better in functional quality will gain competitive advantage when most of service providers provide relatively the same technical quality. SERVICE ENCOUNTER OR â€Å"MOMENT OF TRUTH† The term service encounter and ‘moment of truth’ are used interchangeably when discussing the period of time where customers interact directly with a service. As it is stated by Lovelock (2002) that ‘moment of truth’ is â€Å"a point in service delivery where customers interact with service employees or self-service equipment and the outcome may affect perceptions of service quality† (p. 55). In the ‘moment of truth’, a careless mistake by an employee, a rude behavior or an unanticipated request by a guest can result in a dissatisfied guest (Kotler, 2003, p. 353). It is the crucial moment for service provider to influence customer perception of service quality. For example, a hotel guest may experience several serviceShow MoreRelatedCustomer Satisfaction in the Tourism and Hospitality Industry: Analysis on Service Quality and Service Failure1986 Words   |  8 Pages1.0 TITLE OF THE STUD Y Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on service quality and service failure 2.0 BACKGROUND OF THE STUDY / INTRODUCTION Customer satisfaction plays a crucial role for success and survival in today’s competitive market. Customer satisfaction is considered a prerequisite for customer retention and loyalty, and obviously helps in realizing economic goals like profitability, market share, return on investment, etc. (Scheuing, 1995; Reichheld,Read MoreThe Hospitality Industry : The Quality Of A Product And Service Essay1497 Words   |  6 PagesIn the hospitality industry, the success of an establishment depends on several factors such as the quality of a product and service. Unfortunately, the majority of customers are dissatisfied by the way companies resolve problems. Moreover, research has proven that customers often have more negative impressions after they go through the service-recovery process(Tax and Brown, 1998). Nonetheless, each companies utilize divergent methods for service recovery in order to please a customer. In an establishmentRead More Service quality of hospitality information system Essay1230 Words   |  5 Pages Service quality of hospitality information system has emerged as an important function under discussion for the hospitality industry in IRAN which has been identified as one of the efficient structures for the organizational performance within the competitive marketplace regarding hospitality information system (lewis 1993) .The service quality of hospitality information system provide equivalent services ,establishing high service quality ,supplement customer satisfaction, and enlargeRead MoreCustomer Contribution to Improving Service Quality in the Hospitality Industry5193 Words   |  21 PagesQuality Management in Services Drago Constantin Vasile The Bucharest Academy of Economic Studies, Romania E-mail: dragoscv@gmail.com Abstract The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performingRead MoreThe Influence of a Hotel Quality of Service and Image and its Effect on Tourism Customer Loyalty1569 Words   |  7 PagesI. Statement of Problem Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent thatRead MoreFood and Beverage Service Standard1469 Words   |  6 PagesRICHARD HUNTER 16/08/12 | [BBHM102: Food and Beverage Service Standards] | Assessment 1: Service Quality Standards | Table of Contents Introduction: 3 Body: 4 Conclusion 6 REFERENCES: 7 Executive Summary The report’s aim is designed to examine the five fundamental concepts of food and beverage service quality standards for a commercial hospitality operation and hence recommendations can be review to enhance the service’s quality in providing and delivering guest’s experience. The researchRead MoreThe Experience Economy : A Theater And Every Business1552 Words   |  7 Pagesparticipant in the search of experiences that will personally amaze and engage them. (Schmitt, 1999). For a business to be successful, goods alone are not enough (B J Pine II J H Gilmore 1999). Consumers are tired of standardized products and services – they are seeking those that have been specifically designed for them, based on their perceptions. In the context of this economy, the authors propose to abandon the traditional relationship between the company and customers. Instead, the companyRead MoreStrategies to Empower Employees in Service Industries to Improve Profits1469 Words   |  6 Pages1. Many companies in the service sector, large hotels and resorts for example, is implementing empowerment strategies to improve the quality of service provided to residents and guests. Search the internet for an example of such a company with particular emphasis on strategies use d to empower front line staff. The basic source of providing competitive advantage and the customer satisfaction in the hotel enterprises is the employee. Empowerment applications play a significant role in increasingRead MoreThe Model And Dual Concerns Model1057 Words   |  5 Pagesare in conflict with each other.† (White, 2014) The hospitality industry is a fickle industry. Predictions can be made as to when it gets busy and when it is quiet. However, due to its fickle nature due to surrounding factors affecting the business, there will be days when it will unexpectedly get busy. An extra set of hands will then be needed to cover the increase in the number of customers coming into the establishment for the services offered. Therefore, many employers will call in casualRead MoreReport On Service Quality Of Remington Hotel1678 Words   |  7 Pagesï » ¿Report on Service Quality of Remington Hotel Introduction The concept of quality holds a central place in the hotel industry where servicing is the main part of the business. Lewis and Booms (1983) commented that service quality is â€Å"a measure of how well the service match with the customer expectations† on a consistent basis. Parasuraman et al (1985, p. 42) stated, â€Å"Quality is an elusive and indistinct construct† Quality is comparison between expectation and performance. Parasuraman et al (1988)

Question 3. (A) Managers In Organizations Are Expected

Question 3 (a) Managers in organizations are expected to have a reasonable degree of leadership ability. Explain what leadership is? Comment and elaborate on the bases of leadership power. [10 marks] Leadership is ability to influence others to perform tasks (Benowitz, A.E. 2001). It is the function or activity that an individual performs. This definition implies that leadership is an influential process. In other words leadership is the notion that leaders are individuals who facilitate the movement of a group of people toward a common or shared goal. Therefore, leadership is an important part of management and it produces change in the operation of an organisation. Effective leaders develop and use power or the ability to influence†¦show more content†¦For instance, the supervisor may provide employees with time off when they meet an objective she sets for a project. Coercive power is conveyed through fear of losing one’s job, being demoted, receiving a poor performance review, having prime projects taken away, etc. Managers have coercive power when they have the right to fire or demote employees, criticize them, withhold pay increases, give reprimands, make negative entries in employee files, and many other actions. This power is gotten through threatening others or from the authority to punish or to recommend punishment. For example this power is used in the situations such as where the Executive Director threatens his managers to be demoted for failure to meet their set targets. Expert power comes from one’s experiences, skills or knowledge. As we gain experience in particular areas, and become thought leaders in those areas, we begin to gather expert power that can be utilized to get others to help us meet our goals. For example, the Project Manager who is an expert at solving particularly challenging problems to ensure a project stays on track. Referent power comes from being trusted and respected. We can gain referent power when others trust what we do and respect us for how we handle situations. For example, the Human Resource Associate who is known for ensuring employees are treated fairly and coming to the rescue of those who are not.Show MoreRelatedIntroduction to Business Policy1145 Words   |  5 Pagesby providing the reader with limits and a choice of alternatives that can be used to guide their decision making process as they attempt to overcome problems. Characteristics of a Policy 1. Are general in nature 2. Identify company rules 3. Explain why they exist 4. Tells when the rule applies 5. Describes who it covers 6. Shows how the rule is enforcement 7. Describes the consequences 8. Are normally described using simple sentences paragraphs Features of Business Policy Read MoreCase Study of Jones1206 Words   |  5 PagesJones and Shephard Accountants (Chapter 3, pp 138 - 140) This week s assignment consists of a case study from the text. Read the case study and prepare answers to the essay questions listed here. If the question is asking your opinion, you must provide a rationale or evidence from the case to justify your position. When you are ready,  Click the Begin Checkpoint button below,  where you will enter your answers. Please make sure to prepare your answers before you enter the  Checkpoint assignmentRead MoreResponsibility Accounting949 Words   |  4 PagesGOAL CONGRUENCE RATIONALE: It is impossible for top managers to make all the necessary decisions about everything except in very small organizations. Somehow at some point he has to delegate some decisions to those who are at the lower levels and are more knowledgeable to the everyday detail of the company’s operation. By empowering lower level managers to make decisions, decision-making authority is spread throughout the organization rather than being confined to a few top executives. AttachedRead MoreOb Case Study1578 Words   |  7 Pagescourse 2. Energize and inspire others 3. Demonstrate ethics, integrity, and compliance 4. Deliver result 5. Raise the bar 6. Innovate resourcefully QUESTION 1 : What do you think about Buckley’s statement that leaders and manager differ? Do you agree? Why or why not? ANSWER : Yes, From above question we can summaries that leader and manager is differ because leader are more about influence and inspiration to other people while manager more to the job position that control theRead MoreUnderstanding Of Socio Cultural Competencies1583 Words   |  7 PagesIntroduction 3 Analysis 3 Understanding of socio-cultural competencies 4 How professional managers can develop and use cultural competencies 5 What these competencies help professional managers to achieve 7 Conclusion 7 References 9 â€Æ' Introduction There was a time when organizations used to operate only in domestic market. That was the time when socio-cultural competencies were not necessity skills for managers. With time organizations have expanded beyond domestic boundaries. Today organizations likeRead MoreQuestions On Information Security System1271 Words   |  6 PagesQuestion 1: What is information security? Answer: Information Security is the practice of defending (guiding) information by considering the CIA Triad Principles which are Confidentiality (Authorize access), Integrity (Accuracy and Completeness) and Availability. Question 2: How is the CNSS model of information security organized? Answer: The Committee on National Security System (CNSS) is organize by considering the secure system attributes known as CIA triangle which extend the relationship amongRead MorePm592 Quiz11162 Words   |  5 Pages1. Question : (TCO B) Three-point estimate: The SuperFlyer Corporation is developing a revolutionary flying disc. The new toy can fly straight over a great distance, which is exciting by itself. However, this disc will also return to the owner in response to their voice! Because this is an advance over anything that this company has done before, estimating the amount and cost of the hi-tech materials are difficult. The project manager recommends using a range estimating process to develop an estimateRead MoreHuman Resource Management Health Care Paper890 Words   |  4 PagesManagement in Health Care Organizations Cheree Kofa Professor Cole HSA-320 01/25/2011 1. Which of the HR models appears most appropriate for managing personnel in a health care organization? Why? The Counseling Model is the most appropriate model to employ in health care organization, under this model, HR is the advocate for the employees, provides resources to managers for people problems to help resolve disputes. This is important in health care organization, because the total cost ofRead MoreThe Secret Of A Successful Project1654 Words   |  7 PagesThe secret of a successful project is in the relationship between the project sponsor and the project manager. The role of project sponsor is critical in the project during the development of the business case for governance. In numerous associations the abilities of the backer are frequently expected they may be a senior supervisor who may less venture experience. â€Å"A project sponsor responsible for the identifying the business need, problem and opportunity. The sponsor ensures the project remainsRead MoreInformation Technology vs Information Systems; Case Study: Progressive Group of Insurance Companies1637 Words   |à ‚  7 Pagesanswer the questions purposed in writing assignment 1. The first question was: In your own words, define the terms information technology (IT) and â€Å"information systems† (IS) and explain their components and infrastructure. Why is it important for a manager to be involved in IT and what are the critical responsibilities for the manager? The second question is: Case Study (discuss the case and answer questions at end of case): The Progressive Group of Insurance Companies - Managers Leverage Ongoing

One Of The First Pieces Of Literature - Free Essay Example

Sample details Pages: 2 Words: 584 Downloads: 3 Date added: 2019/07/29 Category Literature Essay Level High school Tags: Canterbury Tales Essay Did you like this example? The Canterbury Tales is known as one of the first pieces of literature that was written in modern english during the 12th century. The literature consists of tales told by multiple narrators during a pilgrimage to Canterbury, which ultimately developed the storyline known as The Canterbury Tales. The tales all convey themes that are present in modern society, however the most persistent theme throughout is the treatment of woman. It is important to note in Medieval England women werent treated as equals, but rather their husbands property; used for sex and obtained very few legal rights. This disgust and controlling behavior of medieval practices carried over into the tales of the poem. Don’t waste time! Our writers will create an original "One Of The First Pieces Of Literature" essay for you Create order In the Wife of Bath, Chaucer expressed these ideals toward women through his very opinionated view on womens appearance, role in society and behavior in relationships, all of which can be argued to be consistent in todays present culture. The medieval society believes women should conform to husbands and have little power in a relationship. However the woman in Wife of Bath is quite the opposite, with five churched husbands bringing joy and strife (General Prologue, Line 462) she is a woman filled with lust, who has partaken in affairs and placed herself in a position of higher power over men. Her behavior of attempting to win over power and control over her husbands lead her to be beaten and raped when she didnt concede their sexual demand. After the knight neglects her the right to her own body the queen serves a punishment, requiring the knight to find out what women truly desire. After the knights journey he learns that women desire to have the sovereignty. As well upon their husband as their love, and to have mastery from men. (Wife of Bath Tale, 182-184) It is important to note that this behavior was seen as very unconventional and was not allowed in society during this time period. Chaucer shows his disgust with depicting he as a Gap-toothed was she, it is no lie to say. Upon an ambler easily she sat, Well wimpled, aye, and over all a hat As broad as is a buckler or a targe; A rug was tucked around her buttocks large, And on her feet a pair of sharpened spurs. (General Prologue, Lines 470-475) Its doubtful that this woman would truly look like this, however it is easier to believe that Chaucer does this to show how woman that partake in such behaviors are seen as less desirable, than a beautiful woman who follows tradition like Prioress. This quest for desire, respect and acceptance is very relevant in todays society; especially in the current event involving an allegation against a supreme court nominee. Still today woman strive for equality, equal pay, right to choice, and fight against sexual abuse. Although the Wife of Bath may have been an extreme case of adultery and a desperate fight for control, its relevant representing the fight of some radical liberals in todays society. The Wife of Bath can resemble the modern fight of feminist; her desire for power resulted in men abusing and depicting her in a remarkably negative spotlight. Throughout The Canterbury Tales women were seen as their husbands property; those who catered to the desires of their husbands were seen as a role model for the ideal wife and were much more desired than the women who opposed them. Chaucer depicted women based on their appearance, role in society and how appropriately they behaved in their relationships.

Essay about The Tragedy of Macbeth - 832 Words

Who is ultimately responsible for the tragedy of Macbeth? It could be said that Macbeth ´s strive for power affects every aspect of his life, and this motivation eventually leads to his demise. Many different factors play a pivotal role in deciding his ill-fated future. With his wife ´s cajoling, and the three witches ´ foretelling of his future, Macbeth, will stop at nothing to gain position as King of Scotland. It could be said that Lady Macbeth is responsible. She bullies him, emotionally blackmails him and knows he is morally sensitive so he must be pushed. She mocks his bravery and knows he is a warrior and will be insulted. When Macbeth is having doubts she says: When you durst do it, then you were a man; And to be more than what†¦show more content†¦He is driven to the murder because of the thought of being king. It is the ambition in his mind that is crucial. The three witches, or â€Å"weird sisters† are they are referred to throughout the play, it could be said that they are the instruments of malevolent forces, which seek to lead men away from goodness. As representations of mischief and evil, they are often accused of being responsible for Macbeth’s destruction and the murder of many innocents. However, when first introduced in Act I, Scene I, they seem to be ridiculously clichà © that they could even be said to be comical. This is how they appear to us now, in this day and age, as they no longer create significant fear in our society. In Shakespeare’s time however, the audience would have been really afraid. Could such characters of really been responsible for the tragedy of Macbeth. Shakespeare prompts the audience to ponder whether the witches are crazed hags who are excluded from society whom only speak what they know or are they manipulative. It comes apparent that they can tell the future when one of the witches says Be lion-mettled, proud, and take no care Who chafes, who frets, or where conspirers are; Macbeth shall never vanquished be, until Great Birnam Wood to high Dunsaine Hill Shall come against him.† Act IV, Scene I This of course being a prediction of the attack from England. This was misleading information because they tell Macbeth that the onlyShow MoreRelatedThe Tragedy Of Macbeth And Macbeth1510 Words   |  7 Pagesone of the most famous authors in the history of old and modern english texts. While living through the 1500s-1600s, and having very little knowledge of psychological issues, Shakespeare portrayed mental illnesses in Macbeth fairly accurately. The characters in the tragedy of Macbeth show many characteristics and warning signs of mental disorders such as Post Traumatic Stress Disorder (PTSD), schizophrenia and depression. Since there is scarce evidence of medical testing and research with the mindRead MoreIs Macbeth a Tragedy?2186 Words   |  9 PagesA tragedy is often thought of as a sad, pitiful event. The factors used to label an event as tragic are the consequences and the lasting effects. For example, the consequences of one or more deaths can be seen as a tragedy. And t ragedies are often remembered long after the event, clearly impacting the future for those involved. Many people interpret events such as a natural disaster, a death of a loved one, or a permanent disability as tragic. However, others say that this definition of a tragedyRead MoreMacbeth - Tragedy Essay1351 Words   |  6 Pagesclassical view, tragedy should arouse feelings of pity and fear in the audience. Does Macbeth do this? Tragedy has most definitely influenced the viewers thoughts on Macbeth within this play. In Shakespeares Macbeth, the audience sees a gradual breakdown in the character of Macbeth himself, due to the tragic events that unfold during the play. This has a direct effect on the audiences views and thoughts of Macbeth, thus creating pity and fear within the audience. Macbeth, being a man andRead More Macbeth - Tragedy Essay1224 Words   |  5 Pageshistories to tragedies. Perhaps one of his most famous in the tragedy genre is Macbeth. Though Shakespeare can be considered as a scholar in the sense that he was both a renowned and prolific playwright, look back a few hundred years to find Aristotle, one of the most famous scholars and philosophers of all time. In his treatise titled Poetics, he defends poetry against criticism as well as sets standards for tragedies in quot;The Nature of Tragedy,quot; a section of the Poetics. Is Macbeth fit to beRead MoreAnalysis Of The Tragedy Of Macbeth1 207 Words   |  5 Pages The ‘Tragedy of Macbeth’ (also known as ‘Macbeth’) is a play written by William Shakespeare and it was first performed in 1606. This play presents plenty of themes through the action and dialogue throughout the play. Although the play is universally and most commonly referred to as the dark tragedy presented by Shakespeare. The most common themes that were introduced to the audience tend to be femininity versus masculinity, pride and honor, the role of supernatural, temptation and evil and a lotRead More Macbeth - Tragedy Essay1313 Words   |  6 Pagesthe classical view, tragedy should arouse feelings of pity and fear in the audience. Does Macbeth do this? Tragedy has most definitely influenced the viewer’s thoughts on Macbeth within this play. In Shakespeare’s Macbeth, the audience sees a gradual breakdown in the character of Macbeth himself, due to the tragic events that unfold during the play. This has a direct effect on the audience’s views and thoughts of Macbeth, thus creating pity and fear within the audience. Macbeth, being a man and aRead MoreManhood in The Tragedy of Macbeth1133 Words   |  5 PagesIn Shakespeare’s Macbeth, he uses the theme of manhood to create motives for characters to act like a man. This is seen in many occurrences in Macbeth where characters try to act like men for certain reasons. Characters that apply this action are Macbeth, the first murderer, Macduff, and Young Siward. These actions are seen throughout the play, and play a key role in the development of the performance. Macbeth tells himself to act like a man in the following lines: â€Å"Prithee, peace! / I dare doRead MoreThe Tragedy of Macbeth Essay542 Words   |  3 PagesThe Tragedy of Macbeth, written by William Shakespeare in 1604, portrays women in a variety of strengths. In Elizabethan society, women were considered the ‘weaker sex’ but in many of his plays Shakespeare appears to question this patriarchal society. Shakespeare wrote ‘ Macbeth’ intending to flatter King James I, the ruler in this era. James I had very strong opinions regarding women and, particularly, witches. He saw Women as inferior and expected them to be housewives and mothers. ShakespeareRead MoreThe Tragedy Of Macbeth By William Shakespeare1205 Words   |  5 PagesThe first tragic story created in ancient Greece. Tragedies were written as a form of catharsis or purgation of emotions. In these types of plays, the audience finds characters in which they can relate to which is a tragic hero. T he tragic hero creates his own failures based upon their own actions and produces a detrimental fate for himself. The process of the protagonist’s fall is based upon the tragic structure. The structure of a tragedy consists of the exposition, exciting force, hamartia, theRead MoreThe Tragedy Of Macbeth By William Shakespeare1052 Words   |  5 PagesEnglish II 2 October, 2015 â€Å"Tragedy† of Macbeth Macbeth, a play written by one of the most influential English writers of all time William Shakespeare. It was created to be a Shakespearean tragedy. A tragedy as Aristotle defines it as: â€Å"Tragedy, then, is an imitation of an action that is serious, complete, and of a certain magnitude †¦. through pity and fear effecting the proper purgation of these emotions† (Aristotle: Poetics). What this is saying for a tragedy is that it should have the audience

The American Dream is most certainly a beautiful one. It...

The American Dream is most certainly a beautiful one. It has to do with owning your own home in a neighborhood with a good school for the kids and an expensive car in the driveway. Working at a job, that you chose, that provides enough money to realize all of your dreams . Does this sound right? This may have been true when the phrase was coined back in 1931 by James Truslow Adams, in his book The Epic of America, but is certainly not true today. The vast majority of Americans are living in this middle income bracket or even more people receiving government subsidies . When are we, as a nation, going to realize that working a 9 to 5 just to be happy to be able to pay our bills and make ends meet is not going to make the American†¦show more content†¦The gap between the haves and have not’s is very real. There is a lot of talk about the ills of the country. About the mistakes that have been made and that are continuing to be made; the wars, the lending crisis, the outsourcing of jobs. All are very serious and real financial problems that the country continues to live with. How can we give away and lend money to other countries when, right here in America, we have so many hungry and homeless people? There was an article in the local paper, very recently, about 2 homeless people who died from the sudden drop in temperature in New Orleans! They froze to death from the cold. What about their â€Å"American Dream?† Did they ever have one and if so, when did it die for them? Shouldn’t everyone have a chance at life, liberty and the pursuit of happiness? Along with the pursuit; the â€Å"dream† should be in there somewhere? There are many Americans angry with the â€Å"rich† for having so much money. There are countless books written on getting rich. The authors so lovingly tell us all how â€Å"they did it† and â€Å"how we can do it too.† I have read several ofShow MoreRelatedEdgar Allan Poe: His Life and The Raven4939 Words   |  20 Pagesconsidered to be the father of the short story by many. Over the course of his life, he wrote hundreds of short stories and poems. His writing style is unique and influenced by the tragedies that occurred over the course of his life. In fact, he is most well known for writing morbid stories and gruesome, dismal poems. Indeed his writing habits were heavily influenced by his life. His life was full of depression, angst, and woe. Many of the people he cared for fell victim to deadly plagues and diseasesRead MoreEssay on The Life of Edgar Allan Poe4875 Words   |  20 Pagesconsidered to be the father of the short story by many. Over th e course of his life, he wrote hundreds of short stories and poems. His writing style is unique and influenced by the tragedies that occurred over the course of his life. In fact, he is most well known for writing morbid stories and gruesome, dismal poems. Indeed his writing habits were heavily influenced by his life. His life was full of depression, angst, and woe. Many of the people he cared for fell victim to deadly plagues and diseasesRead Moreof mice and men comprehension questions2901 Words   |  12 PagesHe still holds on to the innocence that most children have...he doesn t know of harsh times. And George appreciates how innocent lennie is. 3. Describe how their ‘voices’ differ. George is instantly depicted with being the leader, or parent role towards Lennie, telling him to not drink the water, to give the mouse over, to not say anything etc., just as it would be with a parent and child. George continually shouts commands or orders to Lennie, ‘come one, give it here’ or by using strong languageRead MoreAN ANALYSIS PAPER ON ANTON CHEKHOV’S THE SEAGULL AND THE CHERRY ORCHARD12092 Words   |  49 PagesCultural. Political, and Social Standpoints 3.3.2 Ideologem of Loss 3.3.3 Relation of Russian and American Literature 4. Questions for Analysis 4.1 How do the literary works teach about morality? 4.2 What is the prevailing idea shown in the story? How can the readers relate to it? 4.3 If you were to provide an alternative ending to your chosen story, how would you end it? Why? 4.4 How do these literary works adhere to the 7 literary standards? Explain. Read MoreDeterminants of Violence in the Greek Football League a Case Study of Paok Fc Supporters13608 Words   |  55 Pages(For history of football SEE: Butler 1991, 1996, Walvin 1994). As far as the modern version of the game is concerned, it was firstly developed in the eighteenth century. Tony Brown espouses the opinion that football as we know it today has little or nilpotent relevance to the games mentioned above (Brown, 2003). In his article â€Å"the early rules of soccer† Brown argues that â€Å"in tracing the history of the game, there are three sets of laws in particular that made a significant contributionRead More Globalization and the International Monetary Community Essay4545 Words   |  19 Pagesgrasp of the consequences of globalization, these problems can be avoided in the future. Humanity’s life got much easier when money was invented. From ten foot tall coins to small strips of paper, currency is one of the most important inventions the human race has discovered. The invaluable ability to trade any item for a standard of value is what makes economy possible. Today, currency issues face the looming prospect of globalization. Like a tornado on the horizon, globalizationRead MoreWall Street14268 Words   |  58 PagesFox†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.Charlie Sheen A young, smart and very motivated stock broker (seller) who dreams of making millions of dollars. Gordon Gekko†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.Michael Douglas A very rich, ruthless and immoral stock trader and â€Å"corporate raider,† which is a person who buys and sells companies, often with horrible results for company workers. Darien Taylor†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Daryl Hannah A young and beautiful interior decorator with very expensive taste, who is a friend of Gekko’s, and who soon becomesRead MorePorsche Cayenne11733 Words   |  47 Pagescompany also had to decide what to do about the on oing consumer-to-consumer ng conversations in online Porsche brand communities. Some argued that online brand communities were an important source of consumer research. Others argued that the consumers who participated in the online conversations held views more extreme than the average consumer. Were they of any value in deciphering the market’s renegotiation of Porsche’s brand meaning? n No The Legacya Do Ferdinand Porsche was bornRead MoreHanson Production18651 Words   |  75 Pagesdiscounted. Determining a promotion partner may lessen the risk of a potential failure, yet cost more profit and affect the recoup schedule. Indian Film Production INDEX 1. Chapter One: INTRODUCTION 1.1 Film Production Houses In India 1.2 An overview of Indian film industry 1.2.1 Historical Section - How Bollywood has evolved 1.3 Size and growth opportunities 1.3.1 Current situation 1.4 Aims, Objectives and Research questions 2. Chapter Two: LITERATURE REVIEW 2.1 Corporate Structure Of ProductionRead MoreMarketing Mistakes and Successes175322 Words   |  702 Pagesjoy of the chase has made this an intriguing endeavor through the decades. Still, it is always difficult to abandon interesting cases that have stimulated student discussions and provoked useful insights, but newer case possibilities are ever contesting for inclusion. Examples of good and bad handling of problems and opportunities are forever emerging. But sometimes we bring back an oldie, and with updating, gain a new perspective. For new users, I hope the book will meet your full expectations

Sustainability Report Good Public Reputation

Question: Describe about the Sustainability Report for Good Public Reputation. Answer: Introduction: The importance of sustainability in an organization cannot be understated. Nowadays, any organization that intends to sustain itself in future, must embrace the responsible way of conducting business. Each organization is required to consider the long-term consequence of the manufacture and production process on the natural environment it conducts its business in. However, more importantly, when an organization intends to improve its sustainability measures, it succeeds in gaining wider recognition and greater acceptability among the masses as well. This is the reason why the Chief Executive Official of Eagle Valley Health Foods, Mr. Martin Clifton has intended to promote sustainability within the organization. Established in the year of 2013, the organization has gained much reputation in recent times, and hence, Clifton has decided to expand the organization in other parts of Australia. However, before that the CEO wants to ensure that the effective sustainable strategies fetch it good public reputation (Carroll and Buccholtz 2012). Findings and Discussion: For conducting the business operations in a responsible way, the Eagle Valley Health Foods is required to identify the key areas which require immediate attention. Accordingly, it was being observed that the organization has two sustainability issues. The first one is, over consumption of water, and the second being the contamination of the environment because of the use of the polypropylene in the packages. The organization is immediately required to reduce its consumption of water, because of the emerging issue of global water crisis. There is no point stating the fact that water is an important natural resource, and hence the conservation of the same must be ensured under any circumstance. However, it has been observed that the Eagle Valley health Foods consumes as much as 56 gallons of water, for the production of a single bar. Besides, the snack bars produced and sold by the organization, are made from the cereals and pulses, and hence apart from the industrial consumption, even in the agricultural production process a huge amount of water is being consumed. Further, since the last two years, the rate of the water consumption has increased at a steady rate, posing a serious threat to the people living in the local communities (Hahn and Kuhnen 2013). The optimization of the water use has become mandatory, as the continual withdrawal from the local water sources, has created a huge sc arcity of water in the different local areas of Western Australia. Besides, the packaging process and design used by the organization also requires to be immediately changed. The organization employs the use of polypropylene for the packaging process. However, the material is a non-biodegradable substance that does not get dissolved in water, and end up contaminating the land (Aamran and Ooi 2014). During the post-consumption period, the packets are becoming a source of land and air pollution. The organization needs to urgently address the problem, as the plastic packages are contaminating the land and ground water, and also releasing the harmful, toxic fumes in the environment. Recommendation: The organization needs to control its excessive consumption of water, and hence must adopt innovative measures. A change in behavior and approach on part of the employees as well as the management authority, along with the replacement of equipments can help in the water saving initiative of the organization (Wada and Bierkens 2014). The organization should immediately consider the idea of installing trigger-operated guns on hoses, as it can help in the organizations initiative for substantial water saving. Besides, the use of the sub metering systems, in-line strainers and innovative shower fixtures can help in resolving the problem to a considerable extent. Besides, the organization should reuse the used water, and hence must arrange the suitable methods of conservation of the used water. The reuse of water within the organization always leads to the dramatic reduction of water (Chamberlain 2015). Besides, it should be noted here, that no change in the operational activities of the organization is possible, unless the employees are being trained and educated about the methods of water conservation (Rockstrom et al. 2015). The organization must develop an understanding among the employees about the importance of water conservation. Hence, it is highly recommended that the management authority of Eagle Valley Health Foods arranges a water conservation program, for the employees (Rockstorm et al. 2014). The sustainable approach is also required while designing the packaging products. Since it has been observed that the organization uses Polypropylene, it is recommended that the organization immediately switch to eco-friendly method of packaging that does not contaminate the environment (Faccio et al. 2015). The organization needs to redefine its packaging design, if it is willing to prevent the bioaccumulation of the toxic substances (DuPuis and Ball 2013). The use of recyclable poly-mailers can be used as it largely helps in eliminating the problem of pollution. The organization needs to inform its consumers to recycle each pack, and for the implementation of this strategy, the organization is required to adopt a systematically organized approach (Emblem and Emblem 2012). Besides, it is also advised that the organization shifts to small packets, as these help in the reduction of the total amount of waste over a given period of time (Russell 2015). Above all, the organization is req uested to take this issue seriously, and hence collaborate with the Research and Development section of the organization, for creating more innovative, sustainable packages. Conclusion: The Eagle Valley Health Foods, despite being an emerging organization in the food and drinking sector of Australia has gained much reputation among the masses. In case the organization is willing to sustain and expand itself, it must consider the issue of sustainability. However, apart from following the above steps as discussed in the report, it is also suggested that the organization employs the use of effective promotional strategy. It should be noted that the organization can never achieve competitive advantage over the other organizations, unless the public is being made aware of its sustainable approach to business. Reference List: Aguinis, H. and Glavas, A., 2012. What we know and dont know about corporate social responsibility a review and research agenda.Journal of management,38(4), pp.932-968. Amran, A. and Keat Ooi, S., 2014. Sustainability reporting: meeting stakeholder demands.Strategic Direction,30(7), pp.38-41. Brammer, S., Jackson, G. and Matten, D., 2012. Corporate social responsibility and institutional theory: New perspectives on private governance.Socio-Economic Review,10(1), pp.3-28. Carroll, A.B. and Buchholtz, A.K., 2014.Business and society: Ethics, sustainability, and stakeholder management. Nelson Education. Chamberlain, G.L., 2015. The waters of consumptive sustainability.Interdisciplinary Environmental Review,16(2-4), pp.175-192. Cheng, B., Ioannou, I. and Serafeim, G., 2014. Corporate social responsibility and access to finance.Strategic Management Journal,35(1), pp.1-23. DuPuis, E.M. and Ball, T., 2013. How not what: teaching sustainability as process.Sustainability: Science, Practice, Policy,9(1). Emblem, A. and Emblem, H. eds., 2012.Packaging technology: Fundamentals, materials and processes. Elsevier. Faccio, M., Gamberi, M., Pilati, F. and Bortolini, M., 2015. Packaging strategy definition for sales kits within an assembly system.International Journal of Production Research,53(11), pp.3288-3305. Hahn, R. and Khnen, M., 2013. Determinants of sustainability reporting: a review of results, trends, theory, and opportunities in an expanding field of research.Journal of Cleaner Production,59, pp.5-21. Hopkins, M., 2012.Corporate social responsibility and international development: is business the solution?. Earthscan. Korschun, D., Bhattacharya, C.B. and Swain, S.D., 2014. Corporate social responsibility, customer orientation, and the job performance of frontline employees.Journal of Marketing,78(3), pp.20-37. Rockstrm, J., Falkenmark, M., Allan, T., Folke, C., Gordon, L., Jgerskog, A., Kummu, M., Lannerstad, M., Meybeck, M., Molden, D. and Postel, S., 2014. The unfolding water drama in the Anthropocene: towards a resilience?based perspective on water for global sustainability.Ecohydrology,7(5), pp.1249-1261. Rockstrm, J., Falkenmark, M., Allan, T., Folke, C., Gordon, L., Jgerskog, A., Kummu, M., Lannerstad, M., Meybeck, M., Molden, D. and Postel, S., 2015. The unfolding water drama in the Anthropocene: towards a resilience?based perspective on water for global sustainability.Ecohydrology,7(5), pp.1249-1261. Russell, D. A. (2014). Sustainable (food) packagingan overview.Food additives contaminants: Part A,31(3), 396-401. Wada, Y. and Bierkens, M.F., 2014, December. Sustainability of global groundwater and surface water use: past reconstruction and future projections. InAGU Fall Meeting Abstracts(Vol. 1, p. 01).

Strategies for National Australia Bank

Question: Discuss about the Strategies for National Australia Bank. Answer: Introduction: In the present competitive businesses environment, development of effective strategy is crucial for the organizations to gain competitive advantage in the market. However, effective development of strategies depends on several factors including mission, vision and social responsibility of the organizations. Furthermore, organizations also have to focus on the internal and external environmental factors to implement strategies that can provide maximum benefits for the organizations. In this report, the focus will be on the National Australia Bank (NAB). The organization is founded in the year of 1982. Presently, NAB is regarded as one of the top four financial institutions in Australia. In fact, it is placed in the 21st position evaluated by market capitalization. On the other hand, NAB is ranked at the 41th place in terms of total asset in a financial institution (Nab.com.au 2016). Thus, it highlighted the fact that NAB has able to implement effective strategies in order to gain comp etitive advantage in the market. The organization has able to maintain a constant growth rate with utilizing innovative and unique strategies. However, few strategies of the organization have also faced lot of criticism. Therefore, the report will consciously try to include all the positive and negative aspects of the implemented strategies by NAB. Implemented strategies by NAB: Mission statement of National Australia Bank highlights that the organization is focused towards providing selected financial and core banking services efficiently. Therefore, NAB has always focuses on providing the best professional services to all its customers in order to gain competitive advantage in the market. Furthermore, NAB has also tried to make a conscious effort in order to enhance the trust level of the customers so that they can able to take financial help from the organization without any hesitation. At the initial stage, NAB has tried to implement aggressive marketing strategy. NAB has acquired Northern Banks and Clydesdale bank in order to increase its penetration power in the market. In Australia, NAB provides several financial services including personal banking, business banking, MLC and NAB private wealth. NABs business strategies include programs that have the potential to support a more financially and socially inclusive society (Beecham and Chowdhury, 2012). F urthermore, NAB wisely manages its environmental footprints so that customers can easily manage their environmental risks for financial products and services. NABs business strategy also focuses on the effective utilization of stakeholder engagement process in order to mitigate any social, environmental and governance issues. Organizations vision highlights the significance of maintaining proper relationship with all the stakeholders. Therefore, NABs business strategies include informal and formal engagement activities with all the stakeholders so that it can able to identify issues and also priorities them accordingly (Chowdhury 2012). In order to enhance the businesses of the organization, NAB has tried introduced internet based direct banking services. In fact, NAB has introduced a completely new branch of the organization namely UBank. The companys business strategy includes development of clear objectives so that it can able to manage policies and procedures effectively. NAB st rategy also includes development of effective communication process so that it can able to maintain effective customer relationship management process. Prime two criticisms faced by NAB: As mentioned earlier, NAB has focused in utilizing aggressive marketing strategies at the initial stage. Therefore, NAB has utilized overseas acquisition strategy in order to increase its growth in the market. For that reason, NAB has acquires many foreign financial institutions. However, several studies have highlighted that overseas acquisition provides very few opportunities for the organization to evaluate corporate strategy for a long period of time. As per the article by Shamsuddin and Xiang (2012), the study of strategy generally focuses on the successful organizations and trying to evaluate the reasons for its success. Now, NABs strategy of acquiring overseas financial institutions has also created several controversies. For instance, it has been identified that Irish subsidiary of NAB had engaged in tax evasion schemes and overcharging from its customers. Therefore, investigation has mentioned that tax evasion and overcharging from the customer has breached the trust level. Furthermore, NAB had around $460 million write down value from its rights regarding capitalized mortgage services. NAB also has faced huge amount of criticism, as it has failed to maintain Australian Financial Standards. Australian Prudential Regulatory Authority (APRA) also has expressed its concern over many financial statements of the organization (www.abc.net.au 2016). NAB also was alleged because of irregularities in the foreign currency training operation. Therefore, it has created negative impact on the foreign investment procedures. NAB had a loss of $270 million revenue in the month of January (Sussangkarn, 2012). Furthermore, NAB was accused by APRA for not implementing effective decisions regarding risk management procedures standards. On the other hand, Central Bank of China has utilized the plan of tightening the credit by enhancing the reserve requirements for the economys financial structure, performance level of NAB has decreased to a lower level. Thus, it can be ide ntified that the prime reason for the criticism is the decreasing performance level of the National Australia Bank. Environmental analysis: As per the article by Kaal and Painter (2011), it is necessary for the organizations to analyze all the external and internal market factors at the time of developing business decision strategy. Internal and external factors help organization to identify the potentiality of the market that can be helpful for the sustainability of the business. Furthermore, in order to fulfill the needs of the customers, it is necessary for the organization to understand the environmental condition of the market more effectively. PESTEL analysis can help organization to understand the situation of the market in a much more effective way. The PESTEL analysis is discussed as follows: PESTEL analysis: Political factor: Several rules and regulations have been imposed on the banking industry of Australia that is creating adverse impact on the financial management process. It can be assessed that high rate of interest is creating adverse impact on the capital investment. As mentioned by Voanews.com (2016) high rate of interest has created huge amount of challenges for the major financial institution like National Australia Bank, Commonwealth bank and Westpac. It has to be noted that NAB has created business partnership with other financial institutions to enhance the revenue level. However, complex political rules and regulations are creating problem for the financial institutions to increase its revenue level (International Monetary Fund 2012). Thus, political rules and regulations are creating adverse impact on the strategies implemented by the financial institutions in Australia. Economic factor: Increasing competition in the financial market of Australia has reduced the funding cost to large extent. As a result, banking organizations started to develop capital by enhancing its target. Worthington and Devlin (2013) highlighted Liquidity Coverage Ratio as one of the major changes in the financial market. Liquidity Coverage Ratio has reinforced all the banks in Australia to handle probable risks linked with the financial banking processes. As a result, it has increased the risk level for the banks in Australia, which influenced to develop hazardous situation for major financial institutions (Polsiri and Jiraporn 2012). Therefore, banks will have to increase the strength of pricing system, which will increase the probability of risks among the lenders. Social factor: NAB has always made a conscious effort maintain all the corporate social responsibilities of the company effectively. NAB has been advertising the personal banking system for making financial transaction process simpler for the customers. Furthermore, NAB is focusing on the customer needs in order to reduce possibility of any social problem. Technological factor: NAB focuses towards utilizing stable, simpler and agile technologies for providing effective customer support services (Latimer 2012). Furthermore, NAB also focuses towards effective utilization of technologies to attract more people to avail the services of the bank (www.morningstar.com.au 2016). NAB also has utilized modern technology for providing instant banking system for the customers. Ecology factor: NAB has also taken several initiatives and programs to create positive impact on the maintenance of ecology. For instance, NAB has developed several programs to provide health safety and education opportunity for people in Australia (Podolski 2012). Furthermore, Nab help customers to understand the risk associated with environment in order to reduce negative impact on the environment. Legal factor: As per the article by Frie (2013), every financial institution has to go through several rules and regulations in order to conduct its businesses properly. Therefore, NAB has always focuses on the maintenance of all the rules and regulations implemented by government in order to conduct risk management, financial planning and payment transaction process effectively. SWOT analysis: As per the article by Deng and Liu (2014), SWOT analysis is extremely helpful for the organizations to analyze internal strengths and weakness effectively. Furthermore, it also helps organizations to identify possible threats and opportunities. The SWOT analysis for NAB is as follows: Strengths: Strong brand image helps to attract people from all across the Australia to avail effective financial services Effective diversification of products and services is the prime strength of NAB to ensure success of the business The organization has able to maintain consistent interest income and revenue level for a long period of time NAB is regarded as one of the prime financial institution in Australia in terms of total amount of assets Weaknesses: Decreasing revenue level of NAB has created major adverse impact on the growth rate of the organization Lack of global acclaim is one of the prime weaknesses of the organization Opportunities: NAB can focus on the financial market outside the Australia, as it can improve the revenue level of the organization to another level. Acquisition and joint venture technique can still help NAB to attract people to avail financial services of the organization NAB can also focus more on the asset management sector to increase its business opportunity in the market Threats: Increasing competition in the Australian market has emerged as a major threat for NAB Financial crisis is another factor that can major adverse impact on the revenue level of NAB Repetitive changes in the rules and regulations implemented by Australian government Organizational culture and leadership style of NAB: As per the article by Latimer (2012), organizational culture and leadership style plays significant role in the organizational success. Therefore, NAB also has tried to implement effective leadership style to manage its business processes effectively. However, the organization has faced foreign currency fraud that highlighted serious cultural and leadership issue. Previously the company has able to grow in the stable Australian economic environment. However, the foreign currency fraud has induced the organization to implement changes in its leadership structure. During the economic unstable situation, NAB has reduced its workforce by up to 11% in order to minimize the cost of the organization (Daly and Gebremedhin 2015). Furthermore, NAB has also considered utilization of outsource technique to fulfill all its requirements in the operational process. NAB also had utilized reform strategy for the refurbishmentof all its branches (Watson and Wickramanayake 2012). However, the managemen t of NAB always tries to provide the best experiences to the customers at the time of availing financial services of the organization. Therefore, NAB has tried to develop organizational culture in such a way so that it can able to identify customers needs effectively. This has helped NAB to emerge as one of the prime financial institution in Australia. Recommendation: The above information highlighted the fact that NAB needs many improvements in their business activities. Firstly, NAB will have to focus on its procedure of resource allocation in order to improve its operational processes. Therefore, NAB also will have to provide proper training and development opportunities for all its employees. It will help organization to enhance the effectiveness of the operational process. For that reason, Nab can also consider expert help in order to improve the business structure for the betterment of the organization. NAB also have to focus on the development of strategy in order to stop continues fall in the revenue level. NAB can utilize merger and acquisition strategy to divide the responsibilities of the organization. Furthermore, merger and acquisition also help Nab to allocate all its resources in an appropriate way. Conclusion: The above analysis has been describing the strategies that National Australia Bank has implemented in order to gain competitive advantage in the market. It highlighted that NABs prime focus is to provide effective customer service to attract more people to avail financial services of the organization. However, the report also has highlighted that NAB has faced lot of criticism for continues fall in the revenue level. Thus, it highlighted the fact that NAB has to focus on several factors in order to improve its position in the market. References: Beecham, S. and Chowdhury, R., 2012. Effects of changing rainfall patterns on WSUD in Australia.Proceedings of the Institution of Civil Engineers - Water Management, 165(5), pp.285-298. Chowdhury, K., 2012. Modelling the dynamics, structural breaks and the determinants of the real exchange rate of Australia.Journal of International Financial Markets, Institutions and Money, 22(2), pp.343-358. Daly, A. and Gebremedhin, T., 2015. Can An Indigenous Employment Program Work? A Case Study of National Australia Bank.Economic Papers: A journal of applied economics and policy, 34(3), pp.128-138. Deng, X. and Liu, L., 2014. The Bank Lending Channel: Evidence from Australia.AABFJ, 8(2), pp.71-87. Frie, E., 2013. Destination Australia: migration to Australia since 1901.National Identities, 15(4), pp.428-430. International Monetary Fund, 2012. Australia: Financial Safety Net and Crisis Management FrameworkTechnical Note.IMF Staff Country Reports, 12(310), p.1. Kaal, W. and Painter, R., 2011. The Aftermath of Morrison v. National Australia Bank and Elliott Associates v. Porsche.European Company and Financial Law Review, 8(1). Latimer, P., 2012. Australia Financial sector reform legislation.ac, 1999(13). Latimer, P., 2012. Australia Financial sector reform legislation.ac, 1999(13). Nab.com.au, 2016. 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National Australia Bank Comes Under Heavy Criticism. [online] VOA. Available at: https://www.voanews.com/a/a-13-a-2004-03-29-4-national-67492022/282207.html [Accessed 2 Sep. 2016]. Watson, J. and Wickramanayake, J., 2012. The relationship between aggregate managed fund flows and share market returns in Australia.Journal of International Financial Markets, Institutions and Money, 22(3), pp.451-472. Worthington, S. and Devlin, J., 2013. Fairness and financial services in Australia and the United Kingdom.Intl Jnl of Bank Marketing, 31(4), pp.289-304. www.abc.net.au, 2016.NAB posts $1.74b half-year loss on Clydesdale sale. [online] ABC News. Available at: https://www.abc.net.au/news/2016-05-05/national-australia-bank-posts-loss-on-clydesdale-sale/7385766 [Accessed 4 Sep. 2016]. www.morningstar.com.au, 2016.National Australia Bank Limited - Quote and News. [online] Morningstar.com.au. Available at: https://www.morningstar.com.au/Stocks/NewsAndQuotes/NAB [Accessed 4 Sep. 2016].