Helsinki European Summit :: European Union and Turkey

1. INTRODUCTIONIt is certain that being a member of the European Union (EU) is a very hot debate for flop since 1950s. According to some journalists, Turkey-EU relations remind you of a couple who live together without a legal marriage bond. Though, this butt has evolved for the past fifty years and effected both interior and exterior relations of Turkey with the other states and vice versa. Whether Turkeys own internal problems or to qualitative changes in European integration over time, her efforts at adaptation are significantly older than closely of the other candidate countries. Turkey is ahead of the countries that are seen as our equals regarding the admission criteria. When the historical facts based on the agreements and acts are examined, the EU-Turkey relations could be divided into tierce parts such as preparation, transition and final periods. Preparation period could be considered as the establishment of the first relations between European Economic Community by An kara Agreement and transition period is seen as the panache to the full membership of Turkey by being a member of the Customs Union Joint. In this case, Helsinki Summit would be the heart of the ongoing process. Most of the thinkers and academicians assume that Helsinki Summit paved the way for Turkeys full membership to the EU. For this reason it would be the final period. Most of the comments and criteria were finalized and EU Commission declared its most recent opinion on enlargement process and submitted its views on each country expecting to become a member at the Summit. In this context Helsinki Summit would be the main theme of the paper. part depicting the importance of the summit for Turkey, the Turkey-EU relations would also be explained briefly. Since this study has its own limitations, in spite of a vast amount of source journals, speeches, functionary records and more- the case would be examined in a descriptive perspective and would follow the chronological line of the case.2. THE HISTORICAL BACKGROUND OF TURKEY-EU RELATIONSEuropean Union (EU) has been through with(predicate) a series of transformations from the date it was established. First Organization of European Economic Community (O europium) has developed day by day and came to the point where it is today. The idea of EEC was to establish a peaceful and integrated Europe after the Second World War. For this reason, the main theme of the ongoing organization has never been changed during the process of transformation.

Good and Evil in Quinns Ishmael Essay -- Daniel Quinn essays research

Human beings are destroying the world. Its a fact we all know. Pollution is abundant, we chop down rain forests, we kill our own kind, we steal, lie, and cheat, and the list could go on and on. Daniel Quinn believes that this destruction comes from something more extreme than just the notion to survive. In his novel, Ishmael, Quinn believes that the problems facing human beingity are do to mans knowledge of good and nefariousness.Mans knowledge of good and evil gives us the power to rule the world any way we please. A God or Gods no longer have control. Once Adam, who represents the life of the human race, took a bite from the fruit of the tree of knowledge mans fate was sealed. This knowledge insured, Man was born to rule the world (165). To man this knowledge is the greatest of all. Becau...

Steel Co Human Resource Report Essay -- Steel Co Human Resource Case S

Table of ContentsBackground1Aim1Objectives1Limitations/Scope1Evaluation of make Co Performance and Reward System2Performance and Reward management Tools3Pay Structure5Performance and Reward for diametrical groups6Conclusion7Recommendations7References8BackgroundThe company Steel Co, which has been established for around 30 years, has been in a steady drop during the current recession and although a Divisional Director has been employed by the owner the fortunes of the company have not improved. The staff is unhappy, unproductive and unimpressed by the humans Resource carcass that currently exists in the company. The pay structure that currently exists within the organisation has been much debated among employees who feel it is unsatisfactory. The Business Adviser entrust research Performance and Reward management tools in entrap to help the company develop a more suitable Performance and Reward system to use. A variety of sources go away be used in order to evaluate the system and tools against other organisational frameworks. The pay structure within the company will also be looked at in order to identify any possible changes that could be made.AimThe aim of this report is to evaluate current Human Resource Practices within Steel Co and identify weaknesses that the current model possesses. Performance and Reward management tools available will be evaluated in order to make recommendations on how the Management tools could compliment the system that Steel Co currently employs.ObjectivesTo achieve the aim of this report there argon 4 Objectives which are considered1.Evaluate the Performance and Reward model that the company currently uses in order to identify weaknesses and areas whe... ...ng conditions as well as overall organisational performance. Due to creation intrinsic rather than extrinsic the company does not incur a high cost and thus would be able to retain and motivate employees further.References flora Citedhttp//www.businessballs.com/balanc ed_scorecard.htmhttp//www.tatasteeleurope.com/en/careers/general_vacancies/benefits/http//www.nationalforum.com/Electronic%20Journal%20Volumes/Lunenburg,%20Fred%20C.%20Goal-Setting%20Theoryof%20Motivation%20IJMBA%20V15%20N1%202011.pdfhttp//www.cimaglobal.com/Documents/ImportedDocuments/Tech_rept_Effective_Performance_Mgt_with_Balanced_Scd_July_2005.pdfhttp//www.allenword.com/360feedbackform-final.pdfhttp//www.cipd.co.uk/hr-resources/factsheets/pay-structures.aspxlink_3http//www.benefitsandcompensationresources.com/wp-content/uploads/2009/08/why-a-family-job-approach.pdf

Rockefeller :: Free Essay Writer

Rockefeller John Davison Rockefeller, a U.S industrialist was the founder of the infamous Standard Oil Company, through which he dominated the U.S oil industry in the new 19th century and early 20th century and created the counterbalance major business trust in the United States of America. His business trust made him the demesne first billionaire .he also created a lot of controversies and opposition because of his business practices and form of organization especially from the US government. Together being a billionaire Rockefeller was one of the first major philanthropists in the U.S establishing several important foundations and donating a total of $540million to charitable purposes. Rockefeller was born on 8th July 1839 on a farm at Richford, in Tioga County, New York. He was second of the six children of William A. and Eliza (Davison) Rockefeller. The family lived in modest circumstances. The family moved to Owergo, New York and then headed west to Ohi o in 1853. The Rockefellers bought a house in Strongville , Moravia near Cleveland. John entered Central High School in Cleveland where he rented a room in the city and joined the Erie Street Baptist church he was very active in its affairs and became a trustee of the church at the age of 21. Rockefeller left high school in 1855 in enjoin to take up a business course at Folsom Mercantile College. After completing the six month course in three months and by and by looking for a job for six weeks he landed a job as an assistant bookkeeper with Hewitt & Turtle , a small firm of boot merchants and produce shippers .He was not paid his salary for three moths when Hewitt gave him $50 ($3.57a week) and told him that his salary will be increased to $25 a month. A few months afterwards he attained the position of the cashier and bookeeper. In 1859, with $1000 he had saved and another $1000 borrowed from his father at a rate 10% per annum, he formed a pa rtnership in the commission business with a British Immigrant, Maurice B.

The Extensive Use of Symbolism in Emily Dickinsons Poem #315 :: Emily Dickinson Poem 315 Essays

The Extensive Use of Symbolism in Emily Dickinsons Poem 315 As I had no prior experience with Emily Dickinsons work, I was unsure of what to expect from this assignment. I read the poem about fifteen or twenty times before I was even able to petition myself legitimate questions about Dickinsons thoughts as she composed this work over two hundred years ago. I couldnt even look to the title for guidance...ugh, this is going to be tough ran through my head over and over. I began by researching 315 on the Internet and in our library. I found more opinions than I could possibly walk through in one summer semester and resigned myself to limiting my research to the basics and forming my own opinions. I have learned in literature classes since past-many, many years ago I might add-that understanding symbolisms that exist in poetry is the key to understanding the poem itself. Emily Dickinsons 315 is absolutely FULL of symbolism, so much so that I had to break it down--almost word-b y-word-- to begin to understand what Dickinson is trying to tell her readers. The low gear question that I had-and probably the one of most significance-- was who is HE??? Dickinson begins with He fumbles at your soul...-- I couldnt even understand who HE was. After researching this, I realized that I was not alone and that various readers of 315 have debated my question over decades. Robert Weisbuch in Emily Dickinsons Poetry (1972) explained that he felt that the primary figure (He) is intentionally ambiguous because his identity doesnt really matter. Weisbuch further postulated that Dickinson wants the reader not to understand the cause, but to counsel on experiencing the terrible moment (pp. 98). Mr. Weisbuch seems to feel that He is many things (e.g. pianist, smithy, Thor and wind) and yet his definition is of little importance. I was somewhat relieved when I read Weisbuchs possibility on He because each time I read He fumbles... I come to believe that He is a different entity. I first felt that Dickinson was referring to a prominent male figure in her life-maybe her father or her lover-but during subsequent readings my thoughts turned to less obvious possibilities such as idol or non-human objects such as a storm. Even after a weeks worth of research, I still am not certain that I richly understand which direction she is hoping to lead her reader.

Journal of Service Quality and Customer Satisfaction in Transportation Essay

International diary for Quality investigate UDK- 656.025.2658.56 Short scientific Paper (1.03)SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management, Catholic University of Portugal, Portugal 2) Faculty of Economics, University of Porto, Portugal Abstract The objective of the paper is to order the determinants of assist timberland as well as its impact on the triumph of state-supported transport commuters. The paper explores the kind in the midst of utility character and customer rejoicing in a public transport serving taking into account both internal and impertinent emplacements. In order to give way this relationship, the concepts of profit feel, consumer pleasure and dis gaiety are assessed. A model of abstract is developed aiming at explaining this relationship and guiding the empiric guide. This is based on an exploratory compositors upshot study of a metro all iance in Europe.The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater immenseness for the public transport services. Secondly, the study explores expiation and their determinants. patronage literature stipulates the existence of a preeminence among the constructs of quality and contentment, this study found that the transport company, non-customers and customers clearly do not shop such a distinction. Keywords service quality, satisf accomplishment, dissatisfaction, public transport1. INTRODUCTION Marketing researchers have, for a long time, recognized the importance of service quality as well as consumer satisfaction. earthshaking investigation has been conducted in both fields, particularly in services (cf. Andreassen, 1995 Edvardsson, 1998 Friman e Garling, 2001 Higgs et al., 2005). Howe ver, few studies have explo expiration the both sides of the service process operations (the internal side) and customer (the external side) perspectives of quality and satisfaction. In the public sector this is likely to be of particular interest. Public services, such as public transportation, have to meet the of necessity of the customers playing, at the said(prenominal)time, a role in economic and urban sustainability. They challenge operations to deliver quality to serve customers and non-customers trance making the topper consumption of company resources.Read more thanInvestigation Into node dish upThe objective of this article is to identify the determinants of service quality and its impact on the satisfaction of public transport commuters. It is divided into five sections beyond this introductory section. It begins with a review of the literature that synthesizes and discusses some concepts considered relevant for the research. Then it addresses the methodology emplo y in the study, as well as a number of considerations ab come forward the quality of the research design. The next section presents the findings, which are followed by a discussion of executable price reductions. Finally, the paper ends with the main conclusions, managerial implications and some suggestions for further research.2. THEORETICAL BACKGROUNDThe theoretical background is developed around three major issues quality, satisfaction and dissatisfaction. In the management context, the word quality jackpot be used to refer to different things accordance with the specifications (Levitt, 1972 Juran and Gryna, 1991) excellence (Garvin, 1984) accordance with the requirements, adequacy of use, prevention of passing gamees, or how to final result to or to exceed consumer expectations (Grnroos, 1984, Parasuraman, Zeithaml and Berry, 1985, 1988). Through such a variety of concepts, the common point of most of the definitions, exception for the first one, is that of targeting the co nsumer.In this research, quality is presented in the perspective of perceived quality because it is the most commonly used in the services area. Moreover, the research led to a better understanding of the existence or the non-existence of differences between quality and satisfaction. These arguments were enriched by the literature review of each theme, particularly satisfaction which is presented next. Literature about satisfaction has to be adapted to the context which is to be studied. Customer satisfaction is seen as an answer to completion and fulfilment of needs (Oliver, 1996) a psychological state (Howard and Sheth, 1969) and as an assessment of boilersuit evaluation (Westbrook, 1987). Moreover, consumer satisfaction is seen as a cognitive response (Bolton and Drew, 1991 Tse and Wilton, 1988), an emotional answer (Cadotte and Turgeon, 1988 Halstead, Hartman and Schmit, 1994 Westbrook and Reilly, 1983) and asa result of aVol.4, No. 2, 2010125development process (Oliver and De S arbo, 1988 Tse and Wilton, 1988 Swan, 1992 Erevelles and Leavitt, 1992). Although literature encompasses diverse meanings for satisfaction, they all share common elements. When examined as a whole, three customary components can be identified (i) consumer satisfaction is a cognitive and emotional chemical reaction (ii) the reaction belongs to a particular charge, (iii) the reaction occurs in a particular period (after consumption, after choice based on experience and expressed out front and after choice, after consumption, after extensive experience of using). From the literature it as well as seems that there is not a general consensus regarding the nature of this concept. If some authors argue that consumer satisfaction results from a specific transaction that occurs at a given time and by the benefits and value of the transaction, former(a)s see consumer satisfaction in terms of cumulative overall satisfaction, based on all contacts and experiences with a company and the th ickenings experience until a certain moment.Literature on customer satisfaction besides clarifies the concept of dissatisfaction. For some researchers, these two concepts are totally different while for former(a)s, dissatisfaction is on one end and satisfaction is on the other end of the same continuous production line, and it is stated that some of the determinants are primarily a source of satisfaction or dissatisfaction. So, this study excessively intends to make clear the differences between the two concepts. Dissatisfaction has been the focus of extensive research in the services area (Swan and Combs, 1976 Maddox, 1981 Cadotte and Turgeon, 1988 Johnston, 1995 Edvardsson, 1992, 1998, Liljander, 1999). From the literature, once again, contradictions amongst authors tend to arise. consort to some researcherssatisfaction and dissatisfaction are two different concepts, that is, the consumer can be satisfied or dissatisfied according to the level of received quality. However, for some other authors, the two concepts are not opposing,but rather a continuum, in that, some determinants tend to be, firstly a source of satisfaction and others a source of dissatisfaction. A number of studies (cf. Edvardsson, 1998) have focussed on how passengers of public transport value quality factors, and the final result provides a measure of the value of different factors and ranks them.Nevertheless, there are not significant studies about satisfaction in public transports, in particular in metro services. Another gap in literature is that most studies analise customers, but leave non-customers aside. Furthermore, most studies use an external analisys based on surveyss. Finally, the majority of the literature does not execute further analyses about the correlation between customer satisfaction and insatisfaction.3. FRAMEWORK FOR ANALYSISIn this research the process of data synopsis began before its collection, by developing the research questions and model of analysis. The model of analysis developed would examine how quality relates to satisfaction and how this relationship takes place in a public transport services company. To ensure coherence and reliability of the empirical data, the elements which were under investigation and their respective variables were defined, as outlined and presented in Figure 1.Dissatisfaction (Johnston,1995) (Bo Evardson, 1996)Customer Satisfaction (Tse e Wilton, 1988) (Rust e Oliver, 1994)Zone of Tolerance (Berry e Parasuraman,1991) (Johnston, 1994) Personal Needs Experiencied Quality Technical practicable (Grnroos, 1982) Perceived Quality (Grnroos, 1982) Suggest Positioning Expectations (Teas, Boulding, Oliver, 1993) Pass-WordBeliefs Consumer Comunication Quality Dimensions Reliability Security Speed Confort Pontuality (Parasuraman, Berry, Zeithaml, 1885) Past have a go at itFigure 1 Framework for Analysis126F. Fonseca , S. Pinto , C. BritoAccording to this diagram, the relationship between quality and satisfact ion may be understood through a clarification of how customers evaluate the dimensions of quality. The zone of leeway appears to be used as a unifying link between expectations, performance and results.Previous service marketing challenges have prompted some research questions about the relationship between quality and satisfaction, specificallyRQ1 In public transportation services, what are the determinants of service quality that bring perceived quality?RQ2 How does the perceived quality influence satisfaction and dissatisfaction of commuters in public services transports?performance evaluations lead to an overall evaluation of service satisfaction, the results of which can be resumed to either satisfaction or dissatisfaction in general terms. The zone of tolerance emerged as wiz(prenominal) in the understanding of the relationship between quality and satisfaction.4. METHODOLOGYThe research clarifies the key dimensions of services quality that influence customers perceived qual ity. It also explains how the perceived quality influences customers satisfaction and dissatisfaction. In addition, the study explores and expands on findings or current theories about the differences and the relationship between satisfaction and dissatisfaction. bear witness was found that there are two different realities in the market the customers and the non-customers complex perceptions. Finally, the research identifies the relevance of the zone of tolerance and its relationship with quality and satisfaction.The use of a case study approach seemed to be appropriate in this research. Within qualitative methodologies, a case study strategy was adopted, based on the interaction between theory and empirical data. Yin (1994) defines case study as an empirical study that investigates a contemporary phenomenon in real life context, especially when the boundaries between the phenomenon and context are not clearly evident. In terms of features associated with the processes under study , it seemsimportant to focus on contexts in which the phenomena developed. Moreover, this method allows the focus on perception processes more than outcomes, and how the participants interpret their experiences and give them meaning.Exploratory and how questions are being posed, and the researcher is focused on a contemporary phenomenon within its real-life context (Yin, 1994). The research objective was to describe and understand processes and relationships in a consumer services organization. Attention was drawn to the processes, which was the studys unit of analysis. The focus of analysis of this research was teams, groups and departments.Data was smooth by both interviews and focus groups, as well as through documents. Theinterviews focused on the companys perspective of quality and customer satisfaction, while the focus groups with customers and non-customers provided the markets point of view. The interviews included people from different functional areas (operations and mark eting) and hierarchical levels (executive vicepresident, director of technical systems, director of marketing and communication, manager of practicable safety, lawyer and supervision of securities and marketing manager processing of complaints and suggestions). In addition to the interviews, focus groups were conducted outside the company with customers and non-customers.The main objectives of the focus groups were to identify the most important determinants of satisfaction and dissatisfaction of both customers and non-customers, and to obtain or draw up a list of the determinants considered most relevant and most often expressed by the participants. Specifically, the analyze documents consisted of annual company reports, market research reports on service quality and satisfaction and internal memos. A pilot focus group was carried out to tryout the discussion guide and the survey. Subsequently, four focus groups were made. There were a total of 26 people involved (men and women) .The age range of the participants selected was 13-35 years of age, this because prior studies had indicated that 65 percent of the commuters using the metropolitan were within this age range. The selection criteria used aimed at selecting participants consisting of customers who use the metropolitan, at least once a week and non-customers who had never used this transport service.The focus groups were recorded and handwritten transcription notes were taken for later analysis. The focus sessions weredivided in two distinct parts. Initially, the discussion focused on the reasons that would lead customers to use or not use the metropolitan. Subsequently, the focus was shifted towards the determinants of satisfaction and dissatisfaction and on the characteristics that are most valued in this service. The process of analysis and interpretation of data began with the transcription of the interviews and group focus. All of this met with the objectives of the research, including with comp are and contrasting the different views of stakeholders on issues of the research and allowed for individual analysis and comparisons of the case study.Data was also analyzed and grouped, then codified and reduced employing a systematic approach that complies with that proposed by Miles and Huberman (1994). 5. RESULTS AND FINDINGS The study focused on a company created in 1993 to extend a light rail system in the second largest city of a European country. For a matter of confidentiality, it will127F. Fonseca , S. Pinto , C. Britobe called Metro Europe. This is a network of electrified railways that goes underground in the city centre, and above the surface in the suburbs. It is divided into five separate lines (with seven services, including an express service) fan out over sextuplet municipalities in the city metropolitan area. It comprises a total of 68 stations spread over 60 kilometres of commercial lines, with 8 kilometres of underground network. In 2008, this company employ ed about 120 people and carried 40 million commuters. Metro Iberia is a player in a context of a strong contender and is one of the companies responsible for the operations of public transport in the metropolitan area. The analysis of this mass consumer service follows in the next section.The study results point out two main perspectives. unity related to the level of service quality in its main dimensions. It was concluded that reliability, security, speed, comfort and punctuality are the quality dimensions of greater importance for the public transport services company. Secondly, the study explores satisfaction and their determinants. The results showed that the dimensions of satisfaction for the company were exactly the same asthose of dimensions of service quality, in particular, security, reliability, comfort and speed. This analysis shows us that the company does not distinguish quality from satisfaction. Evidently, it seems that the dimensions of quality and the determinant s of satisfaction are identical. There appears to be no clear difference between quality and satisfaction, findings that are no surprising. The main objective of this research is to understand the relationship between quality and satisfaction. It was found that the organization under study does not make a distinction between these two concepts. Therefore focus groups with the companys customers were also conducted and undertaken.The objective would be to determine and discover the main determinants of satisfaction, comparing them with results obtained in the organization. In the focus groups it was found that commuters value exactly the same determinants of satisfaction as those advanced by the company, in particular comfort, punctuality, speed and reliability. One exception is safety, the conclusion being that customers go for from the outset that the metropolitan is safe. This is in line with the Johnstons (ref?) argument about the hygienic factors having potential for dissatisfa ction instead of satisfaction.The results also helped to further understand the views of noncustomers, from which we can conclude that the most mentioned determinants were reliability, comfort and cleanliness, security and punctuality. For these reasons it is concluded that despite the literatures stipulation of the existence of a distinction between the constructs of quality and satisfaction, this study found that the company, non-customers and customers clearly do not make such a distinction. It seems that business, customers and non-customers alluse the dimensions of quality to describe satisfaction. A more careful analysis of the case leads to the conclusion that quality and satisfaction are not entirely distinct and there is also a relationship between the two concepts. The relationship between quality and satisfaction exists when satisfaction is guaranteed. Their ability to meet the needs of the consumer with the service, must take into account the quality of service and its d imensions. Another view shown in this paper was the distinction between satisfaction and dissatisfaction. The study acknowledges that for non-customers satisfaction and dissatisfaction are opposing concepts.Moreover, the determinants of dissatisfaction are exactly the opposite of satisfaction, that is to say reliability/failure to comply with schedules comfort and cleanliness/discomfort and dirt security/insecurity punctuality/failure to comply with schedules. An interesting finding is that, these results are in line with literature. For customers there is no such relationship between satisfaction and dissatisfaction dissatisfaction in this case is commonly associated with the technical aspects of the service. It is therefore not clear to customers that satisfaction is the opposite of dissatisfaction. While for the company, the conclusion is that these concepts are contrary, when referring to cofort/discomfort security/insecurity at night/delays and robberies. Finally, the results for customers and noncustomers tolerance zones were examined.The paper confirms that customers have a greater tolerance zone towards the service than non-customers. In other words, non-customers are less tolerant to failures than customers. This conclusion is evidenced by the customers when they say that in the event of failures or problems with the service, such as delays, lack of cleanliness and lighting, or lack of seating, these reasons alone would not lead to abandoning the service. It is concluded that in the case of customers there may be some shakiness in the levels of satisfaction (very satisfied, satisfied, unsatisfied) within the zone of tolerance. Non-customers are less tolerant. In these discussion groups several situations or scenarios of dissatisfaction emerged that would cause abandoning the service, including failure to comply with the vehicle schedules, relative frequency of carriages and disabled access to the stations.6. CONCLUSIONSThis study answering RQ1 expa nds on existing knowledge by identifying that service quality dimensions serve as points of departure for companies to develop action plans and strategies that generate perceptions of quality by customers. Thus, for each type of service there may be a specific set of different dimensions of quality, in that they assume different orders of priority. Additionally there is yet another128F. Fonseca , S. Pinto , C. Britopossibility that each organization may have dimensions that are specific to each/its sector. The classification of the service quality dimensions is important because each one brings different approaches, which help the managers of the companies providing services to understand the importance of each dimension and their impact on customer satisfaction. The empirical data of this case indicates that reliability, safety, speed, comfort and punctuality are the dimensions of service quality which the organization believes most influence the perceived quality. This study also clarified and gum olibanum contributes to identify the key dimensions of service quality that influence the perceived quality service, in a specific means of public transportation.Furthermore, this study shows that if the dimensions of service quality are assured then the customers achieve a degree of satisfaction and dissatisfaction in accordance with their needs, answering RQ2. The research results also showed that depending on the subway line that is used by a particular customer, he/she usually chooses the same dimension as a priority, according to the satisfaction of his/her needs. The research results showed that a client that uses for example the yellow line gives preference to the quality dimensions of frequency and speed, since the choice of this line indicates the need to get to the city centre quickly. The customers who already choose the red line value the dimension of comfort, because it is a line with a more extensive network, which is important for the customer who w ants to get a seat. From this we can conclude that if the principal dimensions of quality for customers are guaranteed, they will be satisfied or dissatisfied. There seem to be several implications of this study for service management.The first practical implication seems to be that it is important to reveal that if the managers know which dimensions of quality service their customers most value, (depending on the type of service we are dealing with), the customers may become more satisfied. This will occur because the organization will know specifically which dimensions of service quality will further satisfy the customers. Thus, organizations can focus their efforts on change and increasing the dimensions of service quality which generate satisfaction. The second managerial implication appears to be the evident need forclarification of the link between satisfaction and dissatisfaction.In terms of contribution to management, it is important that managers recognize that satisfactio n and dissatisfaction are on a continuum, and that knowing of the dissatisfaction factors specifically, these can then be transformed into satisfaction, thus preventing the loss of a customer in a specific service. The third practical implication shows that for the non-customers if the companies and the managers knowwhat quality dimensions this group value most, the company can focus investment on the development of these, including increasing the ability to attract new customers and tailor marketing and communication campaigns with a view to achieving this. The number of contributions presented serve not only to increase knowledge of the relationship between quality and satisfaction, but also encourages reflection on a topic which should be of utmost importance for managers and the vast majority of service companies, who are faced with the need to offer quality of service in its main dimensions and the consequent satisfaction of their customers.It is also evaluate that the contrib utions of the study encourage businesses and their managers to connect with their customers and noncustomers. As regards the customers it is important that the company be aware of the quality dimensions that they value most in order to tailor the service to their needs, maximizing satisfaction. This paper has limitations which are expected to be addressed in future studies. The limitations can be divided into three groups, namely selection of the case and the process, limitations in data collection and finally the limitations of data analysis. One of the limitations is the small number of cases studied in public transport services which determines the strength and spread or validity of the conclusions. The inclusion of other cases corresponding to other paradigms or variations of the paradigms used here, will enrich the knowledge acquired.There were a range of other issues that were not explored which could enrich the research. There were other issues that emerged and seemed interes ting but again, given the constraints, were not fully explored. For example, the identification of the factors that influence the formation of consumer expectations. When the interviewees were asked, in an open cease question, what factors influence expectations, theanswer was unanimous communication with other consumers. Nevertheless, other factors could have been further explored. It would be even more interesting to emphasize the importance of expectations in a pre and post-consumer, or take into account the role of emotions in the construction or development of satisfaction and dissatisfaction of the customer.Replication of this study could be carried out in different public transports, which may be compared with another company in the sector. Furthermore, it would be interesting if the theoretical relationship model proposed had an emotional and experimental element. This study could be performed in different scenarios, particularly in areas of different service industries, su ch as luxury hotels chains, or telecommunications network providers. In addition to providing other results, these would undoubtedly further enrich the data already available.Vol.4, No. 2, 2010129REFERENCES1 Andreassen, W. (1995), (Di)satisfaction with Public Services the Case of Public Transportation, Journal of Service Marketing, Vol. 9, pp. 30-41.2 Bolton, R. and Drew J. (1991), A Multistage seat of Consumer Assessments of Service Quality and Value, Journal of Consumer Research, Vol. 17, pp. 375-384. 3 Edvardsson, B. (1992), Service Breakdowns, A Study of Critical Incidents in an Airline, International Journal of Service fabrication Management, Vol. 3, pp. 17-29. 4 Edvardsson, B. (1998), Causes of Customer Dissatisfaction Studies of Public Transport by the Critical Incident Method, Managing Service Quality, Vol. 8, pp. 189-197. 5 Erevelles, S. and Leavitt, C. (1992), A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction, Journal of Consumer Satisfaction, Diss atisfaction and Complaining Behaviour, Vol. 5, pp. 104-114. 6 Friman, M., Edvardsson, B. and Garling, T. (2001), relative frequency of Negative Critical Incidents and Satisfaction with Public Transport Services, Journal of Retailing and Consumer Services, pp. 95-104. 7 Garvin, D. (1984), What Does Product Quality Really Mean?, Sloan Management Review.8 Grnroos, C. 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