ED Leadership: Reflective Essay (Interview) Essay

I was fortunate to have the unique opportunity to interview my Principal, Dr. Tim Anderson and Head of School, Dr. Julie Giardino. Since we are employed at a Christian school, I was interested in learning their personal teaching philosophies, views on education and personal beliefs on leadership. In regards to their teaching philosophies, both believe innately and unequivocally that all children have the ability and a right to learn. Together, they have over 30 years of educational experience and their passion for student learning and achievement is still evident. They surmise teachers are the authorities in the classroom, should be empowered to be creative and have the ability to adapt or change curriculum. However, they also conclude teachers should not supersede administration or affect policy. At the core or foundation of every decision they make is their relationship with Christ. This foundation drives how they interact, communicate and lead others. Therefore transparency, truth, integrity and dignity for all people are moral truths and or ethical standards they reverence. Both individuals have a collaborative/servant leadership style and feels that the key to being an effective leader starts by being a good listener. Second, a good leader builds meaningful relationships by: a) modeling a servant’s attitude, b) collaborating with constituents, c) celebrating differences, d) recognizing accomplishments and e) fostering accountability via restorative correction. Since building relationships is one of the fundamental elements of their leadership style, both are prudent in utilizing e-mail and social media as a form of communication between themselves and their constituents. Dr. Anderson understands social media and e-mail is useful as a way to communicate facts (for example teacher duties, responsibilities or upcoming sporting events). However; Dr. Giardino expressed, she values one on one communication. In her experience, e-mail can foster miscommunication due to the inability to read body language and tone. Dr. Anderson and Dr. Giardino cautioned that although their style is collaborative there are times they will adapt their style to a given situation. If there is an immediate threat in the building and or someone is being defiant in nature, their style will become directive to mitigate or resolve the conflict. In conclusion, they both agree the best part of the job is the people. Dr. Anderson elaborated, that as a principal, he has the ability to influence and impact more children. He  also gets to be involved and interact with all constituents: the students, parents, teachers and community. However; Dr. Giardino cautioned being an effective leader is lonely. There are long hours involved and one needs to have a strong support system to balance work and family.

Find 5 different ways in which Steinbeck suspends the tension of the moment Essay

1. Stalling the narrative – punctuation 2. Pauses and silence – punctuation 3. Description of sights and sounds 4. Symbolism- light/darkness 5. Verbs and adverbs Ella Hart Practice English Exam Question Steinbeck uses varying methods in order to create tension and suspense within this extract. His use of punctuation has enabled him to use pauses and silences to create tension, â€Å"awright – take ‘im.† The reader can tell that Candy is very reluctant to let Carlson take his dog to be shot but the pause also shows his resignation; he knows he cannot win the argument. Personally, this makes me empathise with Candy as he is defenceless and his kind heart has been taken advantage of, thus creating and suspending tension as we sadly wait for the dog to be killed. Silences within the novel have a similar effect â€Å"The silence fell on the room again†¦and the silence lasted† Steinbeck is using silences to show how awkward the other characters feel around Candy; in such a lonely society no-one knows how to comfort him as they do not know the feeling of a lost companion. The long gaps between speech extend this uncomfortable atmosphere and build up the suspense of the extract as a whole. The stalling of the narrative also suspends the tension; we are anxious to hear of what happens to Candy and his dog but are being distracted by other characters trying to ease the situation. â€Å"Anybody like to play a little euchre?† George is trying to improve the mood of the room and provide both himself and others with a distraction so that they don’t have to think too much about the pain that Candy is going through. As a reader we just want to know about what will happen but these diversions keep slowing down the pace of the narrative. ‘There came a little gnawing sound†¦all the men looked down towards it gratefully.’ The occupants of the room are seizing every opportunity to not have to focus on the current situation; there is a large amount of tension as both the characters and the reader await the gunshot but Steinbeck is providing many diversions that both increase the tension and extend the storyline. Symbolism is very apparent in this extract; Steinbeck uses it to present the unfortunate circumstances that Candy is in and to foreshadow the imminent outcome, therefore creating tension and suspense. â€Å"Gotta bad gut ache,† even though we know that Candy’s pain is due to what he has eaten, it is representative of a gut feeling that something bad is about to happen. The entrance of Whit is also symbolic â€Å"Candy looked for help†¦it was quite dark outside now. A young labouring man came in.† The darkness signifies that there is no hope for Candy now, he is looking for help but there is no-one willing the help him. It represents the end of the dog’s life and the end of Candy’s companionship. We instantly know that the dog will die as death and hopelessness have been denoted, we are just waiting for it to happen, creating suspense. However, the entrance of Whit provides Candy with a false hope; Whit could distract from the topic of the dog and make everyone forget. During this entire part it is very tense for both Candy and the reader, Candy is hoping in desperation that Carlson will be sidetracked and let the dog live on for another day and the reader awaits in suspension to find out what happens. The symbolism of darkness is used again â€Å"He led the dog out into the darkness.† Carlson has finally got his way and Candy’s efforts proved to be in vain, the dog is being led out to its death, and there is no hope for it now. Steinbeck’s use of both verbs and adverbs help to suspend the tension within this extract ‘He pointed with his toe.’ Carlson is being very blunt about his plans to shoot the dog, showing very little consideration to the thoughts and feelings of Candy. By pointing to the dog with his foot he is showing an apparent lack of empathy for the animal, he is very selfish and only wants rid of the dog because of his odour. I personally am angered by Carlson’s actions and want Candy to defend himself and the dog, thus creating tension and suspense as we wait to see if Candy will react. After he has reluctantly agreed to let Carlson kill the dog we are worried for Candy as we know how much it meant to him. ‘Candy lay rigidly on his bed’ he is unable to move due to shock and pain and although he doesn’t want to show this through obvious emotion due to his pride, we know how isolated he feels. ‘He rolled slowly over and faced the wall and lay silent’ again, Candy does not want to show his feelings, by rolling over he is trying to block out the rest of the people along with the very tense atmosphere of the room. By rolling slowly he is showing how vulnerable he is right now, he is a defenceless old man who has just has his only companion taken cruelly away from him. His silence illustrates his new found grief and complete loneliness. These slow, quiet movements that block out the rest of the room make the characters feel very awkward, the tension is suspended and the mood of the room very uncomfortable, no-one wants to be the first to break the silence and distract Candy from his thoughts. Descriptions of sounds are also used by Steinbeck to intensify the suspense felt in the room in this extract. ‘There came a little gnawing sound’ the room is so quiet and tense that mice can be heard but also the men leap upon this chance for a distraction from Candy’s pain. ‘Carlson’s footsteps died away.’ As long as the characters (especially Candy) could still hear Carlson walking they knew that the dog was not yet dead. As a reader, the end of his footsteps left me knowing that the dog only had a matter of seconds left to live, forming suspense as we wait for his death. ‘A shot sounded in the distance’ This is a turning point in the extract, throughout the pages we have been waiting tensely for the death of the dog and at this point we are no longer hoping that Carlson will change his mind because we know it is too late. All the tension that has been suspended is released although the unease felt in the room deepens as the characters sympathise with Candy but do not know how to appease the situation. Throughout this extract Steinbeck has suspended the tension by use of pauses & silences, the stalling of the narrative, symbolism, verbs & adverbs and descriptions of sounds. He has provided Candy with small amounts of false hope but these proved futile. I personally think that the tension and suspense was very apparent and as I read I empathised with Candy and was anxious about his dog.

Primary sources analysis Essay Example | Topics and Well Written Essays - 1000 words

Primary sources analysis - Essay Example The pamphlet starts with Paine describing the difference between government and society, in which he criticizes the government for creating distinctions in society and in people and enforcing laws on the freedom of people (â€Å"Paine†). He claims that a society is formed because of the people’s needs which are interdependent on other people of society and these necessitate their interaction (â€Å"Paine†). However, a government is just needed when people do not behave morally and loses their conscience i.e. when they need someone to regulate and govern them (â€Å"Paine†). In just his description of government Paine shows his utter dislike of this regulatory body which makes laws to govern not just the issues concerning a society, but also the lives of people, snatching their freedom from them (â€Å"Paine†). It is here that Paine gives his idea of how the government should be like and the Act of Confederation to be replaced by the Act of Constitut ion. Paine brings the attention of people towards the failures of the constitution of United Kingdom, which is ruled by monarchial and aristocratic tyranny (â€Å"Paine†). ... This system of English constitution gives power to those who contribute nothing for the people, and takes away the power from the commons (ordinary people) who only can make a difference to the society (â€Å"Paine†). Paine’s argument touches one’s soul because these are questions in every one’s minds, only no one is daring enough to ask them. Plain openly states this mixed society a ridiculous form where Congress makes laws and monarch executes them, that is, the final power is always with the monarch (â€Å"Paine†). He argues that humans are equals as taught to us in our religions as well, then how can any parliament have more powers then an ordinary common (â€Å"Paine†). Paine also raised some genuine facts which rendered British power even more invalid. He said that America was not in war with any other country, but British’s rivals have become American’s too which is the misuse of the state of America (â€Å"Paine†) . Referring to phenomena of religion, Paine brought the attention of people towards how God has created the world by leaving the nation of America and Britain far apart, meaning that God himself did not allow this injustice (â€Å"Paine†). British were exploiting the people of America by using their resources for its own benefits and taking away the opportunities of commerce which America excelled at (â€Å"Paine†). Paine’s arguments were direct and tangible and arouse emotions in people who were already tired and fed up by the unjust treatments imposed on them. They were already on the brink about independence and Common Sense served as their fuel to call out and fight for independence which was their right and only they could bring it by changing their destiny. Common sense was famous all the more because of the

American Dream Coursework Example | Topics and Well Written Essays - 250 words

American Dream - Coursework Example This is living a life short of imposed constraints from class, race, caste or ethnicity (Miller, 2010). The play’s protagonist, Willie Loman, would define the American Dream from a traditional perspective from referring to his childhood after observing the failures of his father. Willie Loman would describe the American dream as an understanding that it predicated upon continual acquisition and wealth of money is doomed as failure. He believed that money was incapable of availing happiness to individuals. On the contrary, Willie’s sons would define the American Dream as a self set path to success that does not necessarily depend on past failures. Willie seems to instill the values of continuity from the past occurrences and at the same time positively emphasizing the need for hard work. What Willie failed in is advising his sons to start with big success rather than telling them to start from something small and grow it into an empire (Miller, 2010). The dramatist Miller could be referring the American dream and values as an ability to prosper from mere charisma. He believes that personality, not innovation and hard work are the key to success. In reaction to the play I believe that the dramatist wanted to show that one is open to choose the path that will lead them to their version of American dream. In reference to the act, â€Å"WILLY: Biff Loman is lost. In the greatest country in the world a young man with such—personal attractiveness, gets lost. And such a hard worker. There’s one thing about Biff—he’s not lazy (Miller, 2010)." Miller attempts to discourage laziness. He is also in reference with the character’s past by saying, â€Å"Remember how they used to follow him around in high school? When he smiled at one of them their faces lit up. When he walked down the street†¦( Miller,

O2 environment Essay Example | Topics and Well Written Essays - 1250 words

O2 environment - Essay Example This means that Telefà ³nica has to major in various aspects that will see it grow (Matsumoto, Umeda, Masui and Fukushige 2012:57). O2 understands the impact that customer needs have on the growth and success of the company. Over the past five years, the company has been looking for different ways of building resilience in the provision of critical national infrastructure in accordance with the ISO 22301 guidelines (Kelion 2013). The important aspect, as noted by the company is to work on safeguarding the interests of the customers by establishing strong staff welfare policies. This assures them that the employees are satisfied and can serve the clients with confidence. They have established mechanisms to assist in the faster recovery of any critical disruptions that affect clients wherever they are. This allows the company to maintain a good rapport with the employees and clients as much as possible. Further, it increases customer confidence and reassures them of its zeal towards the realisation of successful operations (Matsumoto, Umeda, Masui and Fukushige 2012:57). The company is also working hard to ensure that shareholders recognise the business’s resiliency in the highly competitive market. The industry is quite competitive and they wanted to have as many investors in their corner. They have changed their strategies to accommodate the different shareholder attributes that will in turn increase the profits the company needs most (Kelion 2013). To deal with the competitors, the company has made good use of its strategic position within the UK to serve its more than 23 million customers. The 3G network is one of its unique selling points in the UK that has added 84% of the UK population to its list of customers. It has been able to work on different technology versions that have made it easy to supply the customers with faster 3G speeds (O2 2015). This

Johnson & Johnson Tylenol Controversies Case Study

Johnson & Johnson Tylenol Controversies - Case Study Example Identified StakeholdersThe issue affects the customers, the government, the shareholders, and the staff of the company. Each stakeholder is affected in a different manner as explained next. The mistake arose from a staff of the company. That means that the reputation of the employees of the company reduced. That makes it hard for employees of the company to get a job in a different organization. The reputation of the employees can only be increased if the individual who was concerned taking up the blame and suffering the consequences of his/ her actions. The other employees who are affected by the issue are the people who are in a supervisory position and the people who are responsible for dealing with complain from customers. The supervisors will be blamed for not taking a keen concentration in the course of their duties. The other affected stakeholder is the government. The government has a responsibility of ensuring that all the drugs that are in circulation to the public are good for human consumption. The government failed in its supervisory role and the issue makes the involved department in the government to be perceived as a failure. The shareholders are the other affected stakeholders. The shareholders will lose value for their wealth. This is because the sales of the company will reduce and that means that the share price of the company’s stocks will reduce. The profit that is attributable to the company will also reduce because the sales of the company will reduce drastically.

Integrated Policy versus Integrated Science Essay

Integrated Policy versus Integrated Science - Essay Example Integrated Policy versus Integrated Science Whether crime is defined as the breaking of a relevant law or a more generalized type of deviant behavior does not inhibit the fundamental positivist inquiry; more specifically, the positivist school of thought seeks to explain crime and deviance as phenomena that result from certain forces that are beyond an individual's control. This essay will compare and contrast two types of positivism, psychological and sociological, and argue that an attempt to create an integrated theory of criminology would do more harm than good. This may allow for the articulation of integrated social policies. Policies, however, must be kept separate from the underlying scientific theories and methods used to more clearly understand crime and deviance. This is because, in certain ways, the two strains of positivism, while concerned with similar issues in the larger picture, are not truly compatible as scientific methods of inquiry. As a preliminary matter, both psychological positivists and sociological positivists are generally concerned with the same issues in a criminological context. These scholars are interested in determining, through application of the scientific method, the causes and the consequences of crime and deviance. Significantly, both schools of thought agree that these issues are not the fault of the individual; quite the contrary, they postulate that crime and deviance are caused by factors over which the individual has little or no control. This, however, is where the two theories begin to diverge. It is this focus, outside or uncontrollable forces, that characterize the respective types of positivism. The psychological positivists, for instance, argue that there are particular kinds of human personalities that are more likely to behave in a deviant manner or to produce criminal acts. The focus is thus the mind and it is therein that the uncontrollable forces reside. The sociological positiv ists, on the other hand, argue that there are particular types of social conditions and factors that are likely or more likely to influence individuals to behave in a deviant manner or to commit criminal acts. Both schools of thought agree that they are dealing with forces beyond the individual's control; the key theoretical difference is that the psychological positivists concentrate on the mind whereas the social positivists concentrate on society. For a psychological positivist, it is the condition of the mind that is of the greatest importance. The larger social context, for purposes of scientific analysis, is temporarily ignored. The question is how different individuals, different personalities, process information in different settings. How a person behaves is dependent on personality and psychological positivists tend to treat personalities as being rather stable and predictable. The implications, in the field of criminology, are important. By understanding different types of personalities, such as variations of an anti-social personality, psychological positivists believe that that they can predict which individuals will behave in certain deviant ways or commit certain types of criminal acts. It is this mode of scientific inquiry that has given rise to certain popularly known designations as the sociopath, the psychopath, and the sexual predator. In addition to identifying and classifying these types of personalities th at are predisposed to certain types of behavior, the psychological

Critically evaluate the global enviromental governance of climate Essay

Critically evaluate the global enviromental governance of climate change - Essay Example With all these aspects evident in modern society, various stakeholders in the society have become increasingly involved in looking for the best ways to address global environmental threats. The global strategies that have been identified and used in addressing environmental threats constitute various approaches adopted and facilitated by communities, environmental groups, international businesses, and organizations (Speth and Haas, 2007). These global strategies constitute global environmental governance, which constitutes diverse efforts and strategies aimed at policy-making and government initiatives. The primary objective of such initiatives is to look and suggest for ways of preserving global environment while ensuring environmental sustainability (Speth and Haas, 2007). The performance of global environmental governance across the world varies, and the process has been characterised by numerous challenges, instances of success, and moments of failures. Therefore, it becomes impo rtant to evaluate the global environmental governance with the aim of identifying and suggesting strategies that can be used to improve the process. Global Environmental Governance Evidence is profound concerning the geometric increase in human population, while resources available remain constant or increase arithmetically. The net effect of this increasing imbalance in the world is the pressure exerted on the available resources and constant degradation of the environment. Human activities in modern world are characterised by increased degradation of the environment, including deforestation and reduction in vegetation to give way for infrastructural development, pollution of air and water resources, and destruction of natural fauna and flora habitats and water catchment sources. Increase in these problems has forced different stakeholders at the global level to come out and strongly advocate for proper resource management and adequate preservation of the environment through adopti on of diverse strategies at the global level (Harris, 2012). Global environmental governance has numerous definitions. For example, Speth and Haas (2007) regard global environmental governance to be the total sum of all different strategies that individuals, institutions, and other stakeholders initiate in order to manage the common affairs of environmental matters. In most cases, global environmental governance involves a collaborative cooperation between governments, NGOs, citizens’ movements, multinational corporations, global mass media, and global capital markets in undertaking management, preservation, and sustainability of the environment through rule and regulation enforcement and compliance (Winter, 2006). Similarly, Levy and Newell (2005) perceive global environmental governance to constitute a broad range of political, economic, and social structures and processes that largely shape and limit actors’ behavior towards the environment. In this manner, environm ental governance at global level can be seen to include different strateg

Progymnasmata Essay Example | Topics and Well Written Essays - 500 words

Progymnasmata - Essay Example A list of 14 exercises is included in progymnasmataranked in order of their increasing complexity, and increasing demand of knowledge required. These assessments are namely fable i.e. when a folk tale is repeated, narrative that basically follows fiction or non-fiction, Chreiai.e. based on a famous quote or action, Proverb i.e. asking students to argue for and against a topic, Refutation that disproves a narrative, Confirmation that approves the narrative, Commonplace i.e.based on some common advice, Encomium that describes someone’s aims, Invective that disapproves of some evil act, Comparison i.e. simple comparison of two objects or beings, Personification i.e. the description of some fictional character, Description that generates graphically a certain subject, Argument that describes a research been done generally, and then Legislation in which argument arises for and against the law. The rhetorical exercises first starts at lower level, students are given short trainings for recitations. These exercises increases with time and then they are followed by elongated training exercises for their own speech sessions. This way of training is used in two periods of art; classical and renaissance. The training followed the specific order of implementation; there is a predefined plan, which is followed to take students towards Progymnasmata. Different levels of training as mentioned above include; fable, narrative, chreia, proverb, refutation and some others while this course of implementation ends with description, thesis, and defense.(Rapind Intellect Group) Progymnasmata remains popular for long time due to its unique ways of implementation, small exercises are easier to follow and the level of understanding increases gradually. At start the training for easy paraphrasing, narration and refutation is given when the

Financial institutions and markets Essay Example | Topics and Well Written Essays - 750 words

Financial institutions and markets - Essay Example There are a number of benefits of OBS activities that a given bank can reap. It has been mentioned earlier that the bank is required to make a committed, which it is expected to honor. As a consequence, the bank charges some amount of fee while making this commitment. This fee charged by the bank charges constitutes the initial benefit of the off-balance-sheet activities to the bank. The structure of the normal interest rate is also applicable to the commitment if it is a requirement that the bank honors this initial commitment. This happens as the normal interest rate structure moves onto the bank’s balance sheet. However, the need to use either equity or deposits in funding the asset is an operation that the bank avoids. This is due to the fact that the original commitment by the bank never appears on the balance sheet. Possible additional deposit insurance premiums as well as reserve requirement balances are thus avoided by the bank as the bank improves its stream of earnin gs. A bank may encounter some risks while engaging in OBS activities, with the borrower’s credit risk being the primary risk on the bank’s asset’s side. On many occasions, until the borrower encounters a credit-worthiness altering financial situation or problem, the borrower does not utilize the bank’s commitment. The other risk is the negative impact that the movement of the off-balance-sheet activities into the balance sheet has upon the foreign exchange and rates of interests of the bank. Off-balance-sheet mortgage-backed securities were created and also held during the financial crisis by the largest FIs. However, these are some associative losses with regard to these securities, which lead to the acquisition, failure and bailout of some of these FIs. Additionally, the world’s economic as well as financial systems almost experienced some melt down. Based on

Management in early years Essay Example for Free

Management in early years Essay For the purpose of this work I will focus my attention on management and leadership skills, that any good early years practitioner should possess in order to organise/hold the event of parents evening. Working in partnership with parents Constructive working relationships between teachers and parents can enhance adults knowledge and understanding of children and children’s learning opportunities, and so contribute to children’s learning and wellbeing at home and in the setting. Children who see their parents working closely together with their teachers â€Å"gain a sense of continuity and of being cared for† and experience a â€Å"trusting and secure environment in which they can learn and grow† (Whalley the Pen Green Centre Team, 2001). Bronfenbrenner’s (1979) ecological model of human development offers a theoretical rationale for teachers and parents working in close collaboration. Inclusion†¦.. Purpose and outcome Early childhood practitioners are often reluctant to see themselves as leaders and managers. However, all those who work with young children and their families, whatever their level of experience and competence, have to undertake both of these roles on a daily basis. Parents evening is the perfect example of these two roles â€Å"played† by the same person. This is one of the best opportunities I have as practitioner in building relations with the parents. Why? Because if the parents are in agreement with my methods of practice/teaching, I’ve brought learning home. Researching Effective Pedagogy in the Early Years (Siraj-Blatchford, Sylva, Muttock, Gilden, Bell, 2002), found that children’s cognitive attainment benefited when parents were involved in children’s learning activities at home. Again the reformed EYFS(2012) has set out to raise the bar of just how influential parents’ role is in their child’s learning and development. Effective leaders will respond to this by reviewing their setting’s work with families to ensure strong engagement. The above ideas has been the foundation of organizing my first parents evening at my new setting. Although the event took place in September( next one due in June), the time coincide with the new EYFS coming into place and myself starting my new job at University of Warwick Nursery about the same time. Although I am a confident person, the likes of starting a new job, new EYFS coming into place, key children/families( of whom 4 out of 5had English as a second language, with very little or no knowledge of what EYFS is or how the nurseries are operating in UK), made me a bit anxious. I had to find a strategy which allowed me to be efficient, sounded knowledgeable and be professional. Having the liberty from the setting manger to conduct my parents evening, into whatever manner suits me and the families involved, the key for me at that particular time was called ORGANIZED. Before holding meeting with parents, any practitioner would consider what purpose it will serve and what will be the most effective method of achieving your goals. Good communication must have a clear purpose. †¢give information †¢consult †¢generate ideas †¢gather information †¢educate/help Parent and key worker meetings Early years settings tend to organise parent and key worker meetings on a regular basis and in a more structured way. Again, the timing of these meetings will depend on the parents daily routines and commitments, and the staff team will have to be flexible when arranging them. I have tried to be responsive to the needs of all individuals when arranging the timing for meetings. Because of the issue of confidentiality and because for most of the families English is a second language, I decided to have meetings with each family, rather than a group meeting. A little office was made available for the times booked and had a presentation running in the background ( appeals to all learning styles) for extra visual information; the main purpose was it introduce the EYFS, areas of learning, activities(see if any disagreement towards celebrations, messy play,etc) and how can be extended at home. See appendix Again, careful thought needs was given to †¢objectives (why) †¢audience (who) †¢content (what) †¢timing (when) environment (where). From my experience, these meetings offer an opportunity for the practitioner and parents to gather information, share their observations and to consider the implications of these in terms of planning for the childs learning. They are conducted in an atmosphere of mutual respect and practitioners should act as genuine listeners, responding to what they hear from the parent and not allowing discussions to be driven by a pre-set agenda based on what has been observed in the nursery. I am trying to use a business technique called the praise praise sandwich. Start with something positive about the child, ask parents of any weak points/areas for improvement , we discuss around this and get an agreement of how together we can help the child move forward and generally improve. Finally I summarise our agreement, and finish with a reminder of their positive. Although we are gathering lots of written and recorded evidence for the child`s learning, is right to say that in Early Years , 50% of the information is mentally recorded by the key worker; and this extra information I found to be really appreciated by parents/families as a prove of knowing/understanding that particular child. During individual meetings with parents, time is set aside for looking at the implications of observations from home and nursery. Planning together for childrens learning will result in a more holistic approach, an enhanced curriculum and continuity for the children. There are opportunities to look at the childs learning journeys and to talk about appropriate provision and support for the childs developmental stage. Where a pattern of behaviour or personal learning interest has been identified, the key worker and parent are discussing experiences that could be offered at home and in the nursery in the hope that they would engage the child and further extend learning. We also share with the parents information about the Foundation Stage curriculum and about young children as learners. explain how the setting plans and assesses a childs learning within the six areas of learning discuss the importance of the learning process emphasise the importance of child-initiated learning talk about schemas discus appropriate expectations and contexts for learning. It is common sense that practitioners should have confidence in their presentation skills and their knowledge of child development and early learning. When English is a second language Parents evening is also an excellent time for the child’s key person to discuss the child’s level and understanding of English, the use of their home language at nursery and the use of English at home. During this time the key person may have some questions on how the child is progressing at home. These can be important as if the child is using little or no English at the setting it is harder to know their level of development. I believe that good relationships with parents helps to aid our knowledge of the child and so provide them with the best possible care and education. To support inclusion and make each child feel valued, I initiated a little project. In the classroom we have got a board on which we have a data base of common words used in all the languages our children are speaking at home. We asked the parents for any words that they feel the child and key person may need while at nursery. This gives the key person some simple understanding and being more aware if the child is asking for something or trying to explain something. This also helps the key person to build a relationship with the child. It has proven to be a success and now it has been extended to all the classrooms. In the United Kingdom, the Pen Green Centre for Under Fives and their Families is well known for its work in involving families in children’s learning, as well as for parents being supported themselves. Pen Green tries to follow a process: whereby all the important adults in a child’s life give each other feedback on what seems to be centrally important to the child, and how and what they are learning in the home and in the nursery (Whalley and the Pen Green Centre Team, 2001). In this way, children are offered a challenging and stimulating environment in both settings that draws on each party’s understanding and scrutiny. Conclusion I believe that I have used my management skills to the best of my abilities and knowledge and it would only be honest to say that, ideas shared with my community of learners (our students group from college) have been put into practice; parents feedback is encouraging . All of them admitted to recognize their own child`s personality, routines, likes/dislikes from everything I have said about each individua. Maybe next time I should try to manage my time a

Racial Formation Categories Essay Example for Free

Racial Formation Categories Essay Answer the following questions in 150 to 350 words each: Throughout most of U.S. history in most locations, what race has been the majority? What is the common ancestral background of most members of this group? The white race has been the majority race in most locations throughout history in the United States. It is still the majority race in this country today. Most members of this group share German ancestry. The second is Irish and the third is English. This makes sense to me because it seems like most of the time when you ask what country someones ancestors came from they usually say German, Irish, or both. At least for me those are the answers I have got the most from people. Some regions of the United States have higher Italian American populations such as the North Eastern region. As far as I know, I am 100% English. What are some of the larger racial minorities in U.S. history? What have been the common ancestral backgrounds of each of these groups? When did each become a significant or notable minority group? In what ways have laws been used to enforce discrimination? Provide examples. These laws were intended against which racial minorities? In what ways have laws been used to eliminate discrimination? Provide examples. Did the laws work to eliminate discrimination?

Ecommerce in Tourism Industry

Ecommerce in Tourism Industry 2.1. Introduction to e-Commerce ‘Electronic commerce (e-Commerce) is such a service offering people the opportunity to do their shopping via modern information and communication technologies at home’ (Schultz, 2007). It enables everyone to conduct business via the Internet. The only precondition is a computer and a connection to the Internet. The term e-Commerce is becoming increasingly important in the dictionary of today’s tourism managers all around the world. This is reflected in the development of the overall online travel market turnover in Europe reaching a total of EUR 70 billion in the year 2008 (V-I-R, Verband Internet Reisevertrieb, 2009). The introduction of the internet represented both, major opportunities as well as threats, for the tourism industry. The internet erased physical borders and enables everyone to participate in a global marketplace. The only requisite is a computer and an internet access. This section explores the current dynamics within the broader area of e-Commerce and provides definitions for the incorporating aspects of business transactions via the Internet. The worldwide proliferation of the internet led to the birth of electronic transfer of transactional information. ‘E-Commerce flourished because of the openness, speed, anonymity, digitization, and global accessibility characteristics of the internet, which facilitated real-time business’ (Yu et al., 2002). One can of course argue, whether the anonymity of the Internet is still valid today. Maya Gadzheva (2008) for example, suggests that the ‘achievement of unobservability and anonymity in the Internet is going to be much more difficult in the future, due to the possibility of unlimited collection of data’. Through the aide of the internet tourism companies are able to market and sell their products to a far greater mass which represents substantial growth opportunities for them. According to Porter (2001), the ‘Internet technology provides better opportunities for companies to establish distinctive, strategic positioning than did previous generations of information technology’. However, those opportunities can also represent burdens for companies participating in transactions via the Internet. Those companies are now more than ever forced to keep their web sites up-to-date and to provide reliable information. Since the Internet is a very fast changing medium, it requires their participants, in this case the e-merchants, to keep up with this pace. In case the companies cannot fulfil these requirements, they will probably face a shift of customers to the competition. Especially the area of tourism, being labelled as largely information driven (Morgan et al., 2001) requires constantly updated and reliable information. Customers need to find every information they require on the web. They need to know where to search and they need to be convinced of the trustworthiness and reliability of this information. The ability to inform clients and to sell and market products in the virtual marketplace is a critical success factor for economic triumph of tourism companies nowadays and in the future. The website is thus a digital business card of tourism companies and one of their most effective sales persons at the same time. ‘Internet technology provides buyers with easier access to information about products and suppliers, thus bolstering buyer bargaining power’ (Porter, 2001). This will also decrease the costs of switching suppliers (or tourism companies). That is the downturn of the Internet. Competitors are only a few mouse clicks away (Porter, 2001) and the whole industry becomes more transparent. Just about every company participating in e-Commerce is obviously forced to list prices of their holiday components. This facilitates the comparability of tourism services. Customers do now have access to all kinds of information that facilitate as well as influence their holiday choice. Since tourism companies can no longer differentiate themselves from the competition by pricing means, the corporate website, and the online booking process of a holiday becomes progressively more important. This involves the appearance of the website, including usability and content related features, but also everything concerning the actual booking process and transaction handling. The tourism company (the seller) and the customer (the buyer) conducting business over the internet have usually never seen each other face-to-face, nor do they exchange currency or hard copies of documents hand-to-hand. When payments are to be made over a telecommunications network such as the internet, accuracy and security become critical (Yu et al., 2002). In other words this would mean that customers need to transfer extremely private information like credit card details to a complete stranger. Summarizing this section it can be said that Internet and e-Commerce present various advantages for tourism customers, since companies and offers are more transparent and easier to compare. Furthermore, improvements in IT technology will enhance the search for relevant information and facilitate the navigation in the World Wide Web. However, there are also threatening factors for tourism companies. Competition will become stronger, since competitors are only a few mouse clicks away, switching costs for customers are much longer and due to their access to nearly unlimited information the customers’ bargaining power will increase. Nonetheless, tourism companies who can keep up with the fast pace of the Internet and who are able to convince customers of the reliability, trustworthiness and timeliness of their displayed offers and information will benefit from the Internet. 2.2. Online Trust or eTrust What is (online) trust? A first step towards the answer of this question can be made by looking at various definitions of the term trust. Trust is defined as ‘the trait of believing in the honesty and reliability of others’ (Wordnet, Princeton University, 2006). According to this definition, buyers conducting transactions via the Internet will have to rely on a person or institution they may have never seen or even heard of. This would certainly be not sufficient as an assurance for most of us. Another definition defines trust as ‘to hope or wish’ (Wordnet, Princeton University, 2006). Summarizing this would mean that we need to rely on the goodwill of the other party and hope or wish that it will act as it was promised. Those definitions might be a good starting point in explaining the meaning of trust, but they certainly do not seem to be convenient for most of us. Bà ¶hle et al. (2000) argue that trust is a precondition for flourishing e-Commerce. Shankar et al. (2002) advance a different view, although they classify ‘(online) trust as being important in both business-to-business and business-to-consumer e-business’. Koufaris and Hampton-Sosa (2004) pursue a similar way of argumentation. They suggest that ‘lack of trust in online companies is a primary reason why many users do not shop online’. Another author, Peter Landrock (2002), founder and managing director of Cryptomathic UK Ltd., one of the world’s leading providers of security solutions to businesses, points out that ‘without such trust, neither businesses nor consumers will conduct transactions or sensitive communications across this medium (the Internet)’. This argument is being supported by a recently conducted study by Ernst Young and the Information Technology Association of America who concluded ‘that trust represents one of the most fundamental issues impacting the growth of e-Commerce’ (Talwatte, 2000). Strader and Shaw (Chadwick, 2001) point out that ‘consumers are more likely to buy from an online company they trust, when price differences are small’. Thos would in turn imply that whenever price differences are significant, customers are willing to accept a higher level of uncertainty and perceived risk in transactions with companies they do not know or trust. According to those argumentations one can say that trust is the major precondition for both, businesses as well as consumers to conduct transactions via the Internet. ‘Trust is a key challenge to the customer acceptance of e-Commerce: the lack of trust is an important reason for the hesitant growth in e-Commerce and for the reluctance of consumers to engage in online buying transactions’ (Schultz, 2007). A Forrester Survey from 2000 stated that ‘51% of companies would not do business with parties they do not trust over the web’ (Shankar et al., 2002). However, this would also mean that 49% of companies would do business with companies they do not trust. Trust needs to be strongly combined with uncertainty and ambiguity. The more information a buyer has about the seller, the better can he or she estimates whether the seller will act as it was promised. Thus, the better the information about a seller the better can he or she be trusted. Good examples for this assumption are online marketplaces like eBay or Amazon. Those two providers offer nearly everyone the possibility to participate in e-Business. Since they recognized the increased need from customers for information about sellers, they introduced up-to-date ratings. Every seller can be rated after transactions whether buyers have been satisfied with the transaction process or not. The higher and better the rating, the more trustworthy is the seller (in a simplified way). These ratings are good indications for (unexperienced) buyers, since they equip them with information about the seller’s past performance in transactions. Other ways in creating trustworthiness are so-called trust seals. ‘Those seals are issued by third parties to verify the commitment of an e-vendor’ (Cook and Luo, 2003; Hu et al., 2003; Kaplan and Nieschwitz, 2003; Koufaris and Hampton-Sosa, 2004; Loebbecke, 2003; Patton and Jà ¸sang, 2004; Urban et al., 2000; Yang et al., 2006; in Schultz, 2007). Trust seals are generally indicated via symbols on the web site of the seller. Those seals are a sign that the seller conducts business according to the standards of the third party, the trust seal provider, and/or that the seller conducts business as promised by the statements and policies on the web site (Schultz, 2007). ‘Further measures to increase trust are security features, the availability of alternative payment methods, privacy, security and return policies and feedback mechanisms and consumer communities’ (Schultz, 2007). ‘Security is the main concern of consumers before engaging in e-business with a seller’ (Schultz, 2007; Hinde 1998). ‘Sellers need to incorporate certain security features into the design of their web sites in order to ensure the safety of the whole transaction process’ (see Credit Card) (Schultz, 2007). Offering alternative methods of payment is another approach of the seller to signal the willingness to adapt to the customers’ needs. Being able to choose a method of payment equips the customer with the perceived power over a part of the transaction process. It is essential to display the ‘rules of the game’. Privacy, security and return policies need to present on every seller’s web site in order to inform the customer properly. This will not only increase trust but will also facilitate processes in case of complaints or other problems. The provision of customer feedback mechanism (ratings, reply forms, forums, etc.) is another way for customers to increase knowledge and gather information about a seller. The advantage is that customers can exchange with previous customers of the seller. This way they can obtain an objective evaluation of the seller. However, sellers can also manipulate those forums by uploading faked ratings or deleting negative ratings or feedbacks. Again, the customer needs to develop trust in these kinds of information. Furthermore, customers do also need to develop trust in the IT infrastructure they are using, since this will be the mean of communicating the transactional data between the seller and the buyer. In other words, consumers not trusting the technology they are using for an intended transaction via the Internet will not participate in any e-Business transaction unless they feel confident with the security. When considering security issues, a public key infrastructure (PKI) that can provide secure authentication on the Internet is an important step towards secure Internet transactions. It can help to build trust, reduce the potential for fraud, ensure privacy and provide merchants with non-repudiation (Bà ¶hle et al., 2000). It is essential for the merchant that the customer can trust him, his connection and Website and the payment system used. Otherwise there will not be any transactions between the two parties. Summarizing this section it can be said that information is the key to (nearly) everything. A higher level of information about the other transactional party will increase the level of trust, since uncertainty and ambiguity can be erased at least to a certain extent. Furthermore, it is essential to create awareness for technologies and tools needed for security improvements and the development of trust. These tools and technologies can involve ‘soft’ components like trust seals and customer feedback forums. The ‘harder’ components are embedded in the aspect of IT infrastructure. This includes improvements in the encryption and network and database security. 2.3. Electronic Payment Systems Monetary transactions via the Internet do always involve risks and uncertainty. In most of the cases, there is no personal interaction involved. That means that the customer has to put a considerable amount of trust in the seller’s promise to fulfil everything that has been agreed upon during the confirmation of the purchase (e.g. the delivery of the ordered products or services on time, in the right quality and that the agreed amount of money is charged) (Schultz, 2007; Chadwick, 2001). According to Lammer (2006) ‘Electronic Payment Systems or e-Payment Systems may be defined as all payments that are initiated, processed and received electronically’. The main concern with electronic payment systems is the level of security in each step of the transaction, because money and merchandise are transferred while there is no direct contact between the two sides involved in the transaction. If there is even the slightest possibility that the payment system may not be secure, trust and confidence in this system will begin to erode, destroying the infrastructure needed for electronic commerce (Yu et al., 2002). The customer is concerned right from the point he is connected to the website of the seller. The risk of losing private information like contact details, credit card or bank account information is a primary concern of the customer. Therefore, it is necessary that both, the seller as well as the customer take care for the security of their own network as well as with the data exchanged during the transaction. In Germany, there are currently up to ten different electronic payment methods used with varying frequency and success. The author will only refer to those payment systems which are applicable for intangible goods, such as holidays. The definitions below are based on the work of Stroborn et al. (2004), who were arguing that one way to ‘classify different payment instruments is by the point of time when the liquidity effect sets in from the payer’s point of view that means the exact point in time when the customer’s account is charged with the payment’. ‘Following this premise, one can distinguish between â€Å"prepaid†, â€Å"pay-now† and â€Å"pay-later† systems’ (Stroborn et.al, 2004). Other authors (Yu et al., 2002, Dannenberg Ulrich, 2004) categorized payment systems with regard to the following variables. ‘The first variable is the ‘size or the amount of the payment’ (e.g. micro-payments). The second variable depends on the ‘type of transaction’, e.g. credit card, paying via e-mail (PayPal)’, etc. It can be argued which of these two different approaches in classifying e-payment systems is the most appropriate. However, the author decides to use the classification of Stroborn et al. (2004) for the reason that this type of classification can be best applied to the underlying topic of this work, due to the following facts. The ability to differentiate e-Payment systems by the time, the liquidity effect sets in is important within the industry of tourism. Holiday components, especially cruises are oftentimes financed using prepayments of customers. Therefore, it is particularly important for cruise lines to know which of the offered payment systems allow them to use prepayments as financing means. On the other hand, customers do always want a certain level of security, especially when they purchase a holiday, which is certainly not an everyday expense with regard to the amount charged. Therefore, equipping customers with the perceived power of determining the point of time when the actual payment will be processed will result in a beneficial feeling on the side of the customer. This equipment of perceived power is another way of demonstrating willingness to adapt to customer needs. Customers seem to have all under control, since they receive the product before they have to pay for it. So the seller has already delivered the agreed upon product or service. 2.3.1 Pre-Paid-payment systems The different Pre-Paid-payment systems currently in use in Germany will not be further explained. Systems like GeldKarte, MicroMoney or WEB.Cent are being used to settle small-or micro-payments up to usually â‚ ¬ 100. In this respect an application within the tourism industry is of no relevance. According to the DRV (Deutscher Reiseverband, 2008), the majority of holidays booked via the Internet was between â‚ ¬ 500 -â‚ ¬ 1.500 (55, 1% of all holidays). 2.3.2 Pay-Now-payment systems ‘So called pay-now systems debit the account of the customer at the exact time the customer purchases something. Cash-on-Delivery (COD) and debit entry are well established examples today’ (Stroborn et al., 2004). Online Transfer: According to Monika E. Hartmann (Lammer, 2006) online transfer can be defined as follows: These services are embedded in the online shopping process, e.g. via an automatic popup window connecting to the service provider and already containing all necessary transaction details. The customer is invited to choose a payment option and provide his account details. The completed transaction data set will be routed to the relevant payment service provider for authorization. After successful payment authorization the bank (or the payment service provider) confirms the payment to the merchant so that the purchase transaction can be completed (Lammer, 2006). COD (Cash-on-Delivery) COD is usually used for the settlement of amounts for physical goods. Customers order their desired articles over the website of an online merchant. The goods are then delivered by a mail service. In addition to the price of the delivered goods, the customer pays also COD charges to the delivery service. The mail delivery service then mails a money order to the internet merchant. Due to the simultaneous exchange of physical goods and money, COD is said to protect consumer and merchant at the same time. Nevertheless, it is considered not to be cost-effective and awkward for the consumer, who needs to be present for the delivery. Additionally, this payment method cannot be used for goods delivered electronically (Stroborn et al., 2004). M-Payments (Mobile Payments) M-Payment is such a service, where the mobile phone of the customer in combination with a PIN number deals as authentication device. Whenever the customer wants to purchase goods or transfer money, he or she is called by a third party, e.g. Paybox (www.paybox.net), on his or her mobile phone. He needs to confirm the transaction with a PIN. The sum of the transaction is then debited from the customer’s bank account (Stroborn et al., 2004). According to a recent study conducted by the Verband Internet Reisevertrieb, v-i-r (2007), only two percent of all holiday purchases have been settled using mpayments. However, this payment method is expected to grow tremendously in the future. This is already indicated by the awareness level of m-payments. Although only two percent had used m-payments to settle their online purchases, more than 23% of all respondents are aware of the possibility of using mobile payments. Debit Entry ‘The process of a debit entry requires the receiver of the payment, the seller, to inform his banking institution to charge the account of the buyer with a certain amount. This amount is in turn booked on the account of the seller’ (www.wikipedia.org). PayPal With over 150 million registered accounts worldwide (PayPal, 2009), PayPal is one of the most successful internet-based payment schemes. Authentication is done via the personal e-mail address of the customer in addition to the entry of a password. The amount is then debited from the customer’s PayPal account. Customers using PayPal will benefit since they will no longer have to reveal their debit or credit card number. Furthermore, the whole transaction process is speeded up due to the fact that customers no longer need to enter their address details. PayPal also promotes its product as being more secure in comparison with other e-payment schemes. 2.3.3 Pay-Later-payment systems ‘In terms of pay-later-systems (e.g. credit cards), the customer actually receives the goods before being debited’ (Stroborn et al., 2004). However, this depends upon the point in time when the customers’ bank account is being debited. It is also possible, particularly within the area of tourism that the bank account is debited before the holiday is ‘consumed’. Within the tourism industry it is a common practice to book and purchase holidays long time in advance. Especially in terms of family holidays, customers like to book in advance, since they do only have a small time frame (namely the school holidays) where they can go on holiday. So, holidays in these periods are strongly demanded. Thus there is an incentive for customers to book as early in advance as possible. In this case, the classification of Stroborn et al. (2004) is not valid anymore. The holiday is purchased long before it is consumed and thus the bank account will also be debited before the consumption. Credit Card ‘Settling payments via the use of the credit card is the most commonly used payment method worldwide. Nearly 90 % of all items and goods purchased via the Internet are paid by credit card’ (Dannenberg Ulrich, 2004). Stroborn et al. differentiate between three basic ways of credit card payments via the Internet: An unsecured transaction ‘A transaction via Secure Socket Layer (SSL), which is a sort of digital envelope. SSL is the de facto standard for secure online transactions, preventing eavesdroppers from learning customers’ account details’ (Ashrafi Ng, 2009). The SSL technology establishes a secure communication channel between the participants of an online transaction. ‘a transaction employing Secure Electronic Transaction Protocol (SET), which is currently considered as the safest credit-card-based payment systems on the Internet’ (Stroborn et al., 2004). Recapitulating this section again highlights the importance of awareness. According to Monika Hartmann (Lammer, 2006) ‘many payment solutions did not succeed in reaching a critical mass of users’. This can be seen in within the example of Mpayments. Payment methods may be very useful, however if they do not manage to reach a critical mass of users, they will not succeed in the market. So customers need to be enlightened about the different payment methods available and the advantages and disadvantages involved. In addition the aspect of trust reappears in this section. Customers need to trust the security of their Internet connection in the first place before they are conducting any business transactions. 3.1 Factors favouring the growth of e-Commerce in tourism The introduction of the internet as well as the ability to pay for goods and services via electronic payment systems created potential advantages for customers as well as for tourism companies. ‘The marketing of an intangible product such as tourism largely depends upon visual presentation’ (Morgan et al., 2001). With the Internet, marketers finally found the perfect tool. The capability of combining the presentation of facts and figures, emotional pictures and the whole booking process is a huge asset for tourism companies. Buhalis (Morgan et al., 2001) stated that ‘organizations and destinations which need to compete will be forced to compute’. Thereby, he assigns companies participating in e-Commerce a significant competitive advantage. According to a recent study of the VIR (Verband Internet Reisevertrieb, 2007) customers value the easy and fast way of booking trips via the internet. Furthermore, they appreciate the possibility to customize their trips, to see if their desired holiday is still available and the extensive range of offerings. The possibility to pay per credit card and the savings in terms of time they need to invest are also big advantages for German customers booking their trips and holidays via the Internet. Cheyne et al. (2006) suggested that ‘the Internet is providing the means for suppliers and consumers to bypass the travel agent and interact directly’. Furthermore, many writers propose that ‘the Internet furnishes travel consumers with more information, quicker responses and often lower prices than they can achieve when making travel arrangements through a traditional travel agent’ (Cheyne et al., 2006). Tania Lang, a senior consultant at Cap Gemini Ernst Young, stated in her work in 2000 that ‘there are a variety of factors providing advantages and benefits for the users of the Internet’. Amongst those factors is the access for availability enquiries and bookings when consumers want to research and purchase travel. Customers are no longer restricted to the opening times of their local travel agency. According to Buhalis (Lang, 2000), ‘the ability to access information which is detailed and up to date assists the travel consumer by making the product more tangible in their mind’. Another important advantage of e-Commerce in tourism is the bypass of travel agent fees and the access to online discounts. Lang (2000) stated that there is a ‘cost advantage in purchasing travel online as a result of the market becoming more competitive. These cost advantages can also be explained by decreasing distribution costs’. Concluding this section it can be suggested that customers will benefit tremendously from e-Commerce in the tourism industry. They will be faced with lower prices, since no intermediaries are involved any more so that potential cost savings can be achieved. In addition to this, the authors cited above implied that the visual representation of holidays will improve due the recent and upcoming developments in technology. According to this, there should not be any disadvantages for customers and conducting bookings via the Internet are the best solution for the future. However customers will also have to sacrifice in certain aspects as well as they will have to experience that bookings holidays via the Internet might not be that advantageous as the following section will point out. 3.2 Factors for the hesitant growth of e-Commerce in tourism In 2009, Prashant Palvia argues that ‘the Internet is far from achieving its potential due to the reluctance of consumers to engage in its use’. Palvia (2009) stresses this assumption by a recent study, indicating that sales of online retailers were only 2, 2% of total goods sold in the U.S. in 2005. Moreover, analysts have predicted that even by 2011, e-Commerce sales would only account for only 7%. According to Tania Lang (2000), there are certain barriers or disadvantages of the Internet and the World Wide Web (WWW) for consumers. Amongst those factors, the ‘lacks of a human interface and of confidence in the technology as well as security issues have a high relevance’. There are a lot of situations, where a customer has built a strong relationship to his travel agent. For some travellers, the actual booking process (whether via a travel agency or the Internet) is already part of the holiday itself. The booking process might even be some kind of ritual which is carried out in exactly the same manner every time the customer goes on holiday. Those loyalty or relational factors are hard to be erased or replaced by the Internet which is in fact a major threat to electronic commerce in the tourism industry. A number of authors maintain that ‘travel agents provide better services, especially when more complex products are to be purchased’ (Cheyne et al., 2006). ‘Those complex travel arrangements are more information intensive and therefore needs consultation of travel agents compared to less complex holiday components such as flights or rail tickets’. Other authors, including Inkpen, Lyle and Paulson (Cheyne et al., 2006) argue that ‘travel agents can offer a more personalized service and provide unbiased advices that add value for the customer’. Concerning the latter assumption one can argue that this is true for inexperienced or first-time users. Customers, who are familiar with the Internet and know where to find the information they are looking for, will not need the advice of the travel agent no more. First of all, the travel agent might provide them with information they already know or find by themselves. Secondly, travel agents are biased too, regarding the amount of commissions they receive for the sale of products. Another case where customers do not need the advice of the travel agent are repeated holidays, meaning customers who always travel to the same hotel. Those customers will not benefit from a travel agent’s consultancy. Summarizing this, one can say that ‘the service offered by travel agents is value adding for customers, who are inexperienced with the process of online booking and for customers who want to travel to a variety of different destinations’ (comparing Cheyne et al., 2006). The lack of confidence in the technology as well as the mistrust in security are the two other major disadvantages of the Internet that Tania Lang has determined. She points out that the ‘main barrier stopping consumers from booking travel via the Internet is the perceived lack of a secure payment method’ (Lang, 2000). ‘The main concern with electronic payment is the level of security in each step of the transaction, because money and merchandise are transferred while there is no direct contact between the two sides involved in the transaction’ (Yu et al., 2002). ‘If there is even the slightest possibility that the payment system may not be secure, trust and confidence in this system will begin to erode, destroying the infrastructure needed for electronic commerce’ (Yu et al., 2002). Putting this in other words, tourism companies may have the perfect product in terms of price quality ratio. However, the company will not be able to sell its products to a greater mass if their payment system is lacking security. This will not only erode trust in the payment system itself, but may also affect the customers’ acceptance of the company, thus affecting the company’s reputation, image and profits. In 1998, Haas surveyed that even though ‘many Internet users go online to find product information, most users prefer to log off and buy their goods through traditional sales channels’. Of course, this trend has increasingly changed over the last years; however, still today customers inform themselves over the Internet without performing t Ecommerce in Tourism Industry Ecommerce in Tourism Industry 2.1. Introduction to e-Commerce ‘Electronic commerce (e-Commerce) is such a service offering people the opportunity to do their shopping via modern information and communication technologies at home’ (Schultz, 2007). It enables everyone to conduct business via the Internet. The only precondition is a computer and a connection to the Internet. The term e-Commerce is becoming increasingly important in the dictionary of today’s tourism managers all around the world. This is reflected in the development of the overall online travel market turnover in Europe reaching a total of EUR 70 billion in the year 2008 (V-I-R, Verband Internet Reisevertrieb, 2009). The introduction of the internet represented both, major opportunities as well as threats, for the tourism industry. The internet erased physical borders and enables everyone to participate in a global marketplace. The only requisite is a computer and an internet access. This section explores the current dynamics within the broader area of e-Commerce and provides definitions for the incorporating aspects of business transactions via the Internet. The worldwide proliferation of the internet led to the birth of electronic transfer of transactional information. ‘E-Commerce flourished because of the openness, speed, anonymity, digitization, and global accessibility characteristics of the internet, which facilitated real-time business’ (Yu et al., 2002). One can of course argue, whether the anonymity of the Internet is still valid today. Maya Gadzheva (2008) for example, suggests that the ‘achievement of unobservability and anonymity in the Internet is going to be much more difficult in the future, due to the possibility of unlimited collection of data’. Through the aide of the internet tourism companies are able to market and sell their products to a far greater mass which represents substantial growth opportunities for them. According to Porter (2001), the ‘Internet technology provides better opportunities for companies to establish distinctive, strategic positioning than did previous generations of information technology’. However, those opportunities can also represent burdens for companies participating in transactions via the Internet. Those companies are now more than ever forced to keep their web sites up-to-date and to provide reliable information. Since the Internet is a very fast changing medium, it requires their participants, in this case the e-merchants, to keep up with this pace. In case the companies cannot fulfil these requirements, they will probably face a shift of customers to the competition. Especially the area of tourism, being labelled as largely information driven (Morgan et al., 2001) requires constantly updated and reliable information. Customers need to find every information they require on the web. They need to know where to search and they need to be convinced of the trustworthiness and reliability of this information. The ability to inform clients and to sell and market products in the virtual marketplace is a critical success factor for economic triumph of tourism companies nowadays and in the future. The website is thus a digital business card of tourism companies and one of their most effective sales persons at the same time. ‘Internet technology provides buyers with easier access to information about products and suppliers, thus bolstering buyer bargaining power’ (Porter, 2001). This will also decrease the costs of switching suppliers (or tourism companies). That is the downturn of the Internet. Competitors are only a few mouse clicks away (Porter, 2001) and the whole industry becomes more transparent. Just about every company participating in e-Commerce is obviously forced to list prices of their holiday components. This facilitates the comparability of tourism services. Customers do now have access to all kinds of information that facilitate as well as influence their holiday choice. Since tourism companies can no longer differentiate themselves from the competition by pricing means, the corporate website, and the online booking process of a holiday becomes progressively more important. This involves the appearance of the website, including usability and content related features, but also everything concerning the actual booking process and transaction handling. The tourism company (the seller) and the customer (the buyer) conducting business over the internet have usually never seen each other face-to-face, nor do they exchange currency or hard copies of documents hand-to-hand. When payments are to be made over a telecommunications network such as the internet, accuracy and security become critical (Yu et al., 2002). In other words this would mean that customers need to transfer extremely private information like credit card details to a complete stranger. Summarizing this section it can be said that Internet and e-Commerce present various advantages for tourism customers, since companies and offers are more transparent and easier to compare. Furthermore, improvements in IT technology will enhance the search for relevant information and facilitate the navigation in the World Wide Web. However, there are also threatening factors for tourism companies. Competition will become stronger, since competitors are only a few mouse clicks away, switching costs for customers are much longer and due to their access to nearly unlimited information the customers’ bargaining power will increase. Nonetheless, tourism companies who can keep up with the fast pace of the Internet and who are able to convince customers of the reliability, trustworthiness and timeliness of their displayed offers and information will benefit from the Internet. 2.2. Online Trust or eTrust What is (online) trust? A first step towards the answer of this question can be made by looking at various definitions of the term trust. Trust is defined as ‘the trait of believing in the honesty and reliability of others’ (Wordnet, Princeton University, 2006). According to this definition, buyers conducting transactions via the Internet will have to rely on a person or institution they may have never seen or even heard of. This would certainly be not sufficient as an assurance for most of us. Another definition defines trust as ‘to hope or wish’ (Wordnet, Princeton University, 2006). Summarizing this would mean that we need to rely on the goodwill of the other party and hope or wish that it will act as it was promised. Those definitions might be a good starting point in explaining the meaning of trust, but they certainly do not seem to be convenient for most of us. Bà ¶hle et al. (2000) argue that trust is a precondition for flourishing e-Commerce. Shankar et al. (2002) advance a different view, although they classify ‘(online) trust as being important in both business-to-business and business-to-consumer e-business’. Koufaris and Hampton-Sosa (2004) pursue a similar way of argumentation. They suggest that ‘lack of trust in online companies is a primary reason why many users do not shop online’. Another author, Peter Landrock (2002), founder and managing director of Cryptomathic UK Ltd., one of the world’s leading providers of security solutions to businesses, points out that ‘without such trust, neither businesses nor consumers will conduct transactions or sensitive communications across this medium (the Internet)’. This argument is being supported by a recently conducted study by Ernst Young and the Information Technology Association of America who concluded ‘that trust represents one of the most fundamental issues impacting the growth of e-Commerce’ (Talwatte, 2000). Strader and Shaw (Chadwick, 2001) point out that ‘consumers are more likely to buy from an online company they trust, when price differences are small’. Thos would in turn imply that whenever price differences are significant, customers are willing to accept a higher level of uncertainty and perceived risk in transactions with companies they do not know or trust. According to those argumentations one can say that trust is the major precondition for both, businesses as well as consumers to conduct transactions via the Internet. ‘Trust is a key challenge to the customer acceptance of e-Commerce: the lack of trust is an important reason for the hesitant growth in e-Commerce and for the reluctance of consumers to engage in online buying transactions’ (Schultz, 2007). A Forrester Survey from 2000 stated that ‘51% of companies would not do business with parties they do not trust over the web’ (Shankar et al., 2002). However, this would also mean that 49% of companies would do business with companies they do not trust. Trust needs to be strongly combined with uncertainty and ambiguity. The more information a buyer has about the seller, the better can he or she estimates whether the seller will act as it was promised. Thus, the better the information about a seller the better can he or she be trusted. Good examples for this assumption are online marketplaces like eBay or Amazon. Those two providers offer nearly everyone the possibility to participate in e-Business. Since they recognized the increased need from customers for information about sellers, they introduced up-to-date ratings. Every seller can be rated after transactions whether buyers have been satisfied with the transaction process or not. The higher and better the rating, the more trustworthy is the seller (in a simplified way). These ratings are good indications for (unexperienced) buyers, since they equip them with information about the seller’s past performance in transactions. Other ways in creating trustworthiness are so-called trust seals. ‘Those seals are issued by third parties to verify the commitment of an e-vendor’ (Cook and Luo, 2003; Hu et al., 2003; Kaplan and Nieschwitz, 2003; Koufaris and Hampton-Sosa, 2004; Loebbecke, 2003; Patton and Jà ¸sang, 2004; Urban et al., 2000; Yang et al., 2006; in Schultz, 2007). Trust seals are generally indicated via symbols on the web site of the seller. Those seals are a sign that the seller conducts business according to the standards of the third party, the trust seal provider, and/or that the seller conducts business as promised by the statements and policies on the web site (Schultz, 2007). ‘Further measures to increase trust are security features, the availability of alternative payment methods, privacy, security and return policies and feedback mechanisms and consumer communities’ (Schultz, 2007). ‘Security is the main concern of consumers before engaging in e-business with a seller’ (Schultz, 2007; Hinde 1998). ‘Sellers need to incorporate certain security features into the design of their web sites in order to ensure the safety of the whole transaction process’ (see Credit Card) (Schultz, 2007). Offering alternative methods of payment is another approach of the seller to signal the willingness to adapt to the customers’ needs. Being able to choose a method of payment equips the customer with the perceived power over a part of the transaction process. It is essential to display the ‘rules of the game’. Privacy, security and return policies need to present on every seller’s web site in order to inform the customer properly. This will not only increase trust but will also facilitate processes in case of complaints or other problems. The provision of customer feedback mechanism (ratings, reply forms, forums, etc.) is another way for customers to increase knowledge and gather information about a seller. The advantage is that customers can exchange with previous customers of the seller. This way they can obtain an objective evaluation of the seller. However, sellers can also manipulate those forums by uploading faked ratings or deleting negative ratings or feedbacks. Again, the customer needs to develop trust in these kinds of information. Furthermore, customers do also need to develop trust in the IT infrastructure they are using, since this will be the mean of communicating the transactional data between the seller and the buyer. In other words, consumers not trusting the technology they are using for an intended transaction via the Internet will not participate in any e-Business transaction unless they feel confident with the security. When considering security issues, a public key infrastructure (PKI) that can provide secure authentication on the Internet is an important step towards secure Internet transactions. It can help to build trust, reduce the potential for fraud, ensure privacy and provide merchants with non-repudiation (Bà ¶hle et al., 2000). It is essential for the merchant that the customer can trust him, his connection and Website and the payment system used. Otherwise there will not be any transactions between the two parties. Summarizing this section it can be said that information is the key to (nearly) everything. A higher level of information about the other transactional party will increase the level of trust, since uncertainty and ambiguity can be erased at least to a certain extent. Furthermore, it is essential to create awareness for technologies and tools needed for security improvements and the development of trust. These tools and technologies can involve ‘soft’ components like trust seals and customer feedback forums. The ‘harder’ components are embedded in the aspect of IT infrastructure. This includes improvements in the encryption and network and database security. 2.3. Electronic Payment Systems Monetary transactions via the Internet do always involve risks and uncertainty. In most of the cases, there is no personal interaction involved. That means that the customer has to put a considerable amount of trust in the seller’s promise to fulfil everything that has been agreed upon during the confirmation of the purchase (e.g. the delivery of the ordered products or services on time, in the right quality and that the agreed amount of money is charged) (Schultz, 2007; Chadwick, 2001). According to Lammer (2006) ‘Electronic Payment Systems or e-Payment Systems may be defined as all payments that are initiated, processed and received electronically’. The main concern with electronic payment systems is the level of security in each step of the transaction, because money and merchandise are transferred while there is no direct contact between the two sides involved in the transaction. If there is even the slightest possibility that the payment system may not be secure, trust and confidence in this system will begin to erode, destroying the infrastructure needed for electronic commerce (Yu et al., 2002). The customer is concerned right from the point he is connected to the website of the seller. The risk of losing private information like contact details, credit card or bank account information is a primary concern of the customer. Therefore, it is necessary that both, the seller as well as the customer take care for the security of their own network as well as with the data exchanged during the transaction. In Germany, there are currently up to ten different electronic payment methods used with varying frequency and success. The author will only refer to those payment systems which are applicable for intangible goods, such as holidays. The definitions below are based on the work of Stroborn et al. (2004), who were arguing that one way to ‘classify different payment instruments is by the point of time when the liquidity effect sets in from the payer’s point of view that means the exact point in time when the customer’s account is charged with the payment’. ‘Following this premise, one can distinguish between â€Å"prepaid†, â€Å"pay-now† and â€Å"pay-later† systems’ (Stroborn et.al, 2004). Other authors (Yu et al., 2002, Dannenberg Ulrich, 2004) categorized payment systems with regard to the following variables. ‘The first variable is the ‘size or the amount of the payment’ (e.g. micro-payments). The second variable depends on the ‘type of transaction’, e.g. credit card, paying via e-mail (PayPal)’, etc. It can be argued which of these two different approaches in classifying e-payment systems is the most appropriate. However, the author decides to use the classification of Stroborn et al. (2004) for the reason that this type of classification can be best applied to the underlying topic of this work, due to the following facts. The ability to differentiate e-Payment systems by the time, the liquidity effect sets in is important within the industry of tourism. Holiday components, especially cruises are oftentimes financed using prepayments of customers. Therefore, it is particularly important for cruise lines to know which of the offered payment systems allow them to use prepayments as financing means. On the other hand, customers do always want a certain level of security, especially when they purchase a holiday, which is certainly not an everyday expense with regard to the amount charged. Therefore, equipping customers with the perceived power of determining the point of time when the actual payment will be processed will result in a beneficial feeling on the side of the customer. This equipment of perceived power is another way of demonstrating willingness to adapt to customer needs. Customers seem to have all under control, since they receive the product before they have to pay for it. So the seller has already delivered the agreed upon product or service. 2.3.1 Pre-Paid-payment systems The different Pre-Paid-payment systems currently in use in Germany will not be further explained. Systems like GeldKarte, MicroMoney or WEB.Cent are being used to settle small-or micro-payments up to usually â‚ ¬ 100. In this respect an application within the tourism industry is of no relevance. According to the DRV (Deutscher Reiseverband, 2008), the majority of holidays booked via the Internet was between â‚ ¬ 500 -â‚ ¬ 1.500 (55, 1% of all holidays). 2.3.2 Pay-Now-payment systems ‘So called pay-now systems debit the account of the customer at the exact time the customer purchases something. Cash-on-Delivery (COD) and debit entry are well established examples today’ (Stroborn et al., 2004). Online Transfer: According to Monika E. Hartmann (Lammer, 2006) online transfer can be defined as follows: These services are embedded in the online shopping process, e.g. via an automatic popup window connecting to the service provider and already containing all necessary transaction details. The customer is invited to choose a payment option and provide his account details. The completed transaction data set will be routed to the relevant payment service provider for authorization. After successful payment authorization the bank (or the payment service provider) confirms the payment to the merchant so that the purchase transaction can be completed (Lammer, 2006). COD (Cash-on-Delivery) COD is usually used for the settlement of amounts for physical goods. Customers order their desired articles over the website of an online merchant. The goods are then delivered by a mail service. In addition to the price of the delivered goods, the customer pays also COD charges to the delivery service. The mail delivery service then mails a money order to the internet merchant. Due to the simultaneous exchange of physical goods and money, COD is said to protect consumer and merchant at the same time. Nevertheless, it is considered not to be cost-effective and awkward for the consumer, who needs to be present for the delivery. Additionally, this payment method cannot be used for goods delivered electronically (Stroborn et al., 2004). M-Payments (Mobile Payments) M-Payment is such a service, where the mobile phone of the customer in combination with a PIN number deals as authentication device. Whenever the customer wants to purchase goods or transfer money, he or she is called by a third party, e.g. Paybox (www.paybox.net), on his or her mobile phone. He needs to confirm the transaction with a PIN. The sum of the transaction is then debited from the customer’s bank account (Stroborn et al., 2004). According to a recent study conducted by the Verband Internet Reisevertrieb, v-i-r (2007), only two percent of all holiday purchases have been settled using mpayments. However, this payment method is expected to grow tremendously in the future. This is already indicated by the awareness level of m-payments. Although only two percent had used m-payments to settle their online purchases, more than 23% of all respondents are aware of the possibility of using mobile payments. Debit Entry ‘The process of a debit entry requires the receiver of the payment, the seller, to inform his banking institution to charge the account of the buyer with a certain amount. This amount is in turn booked on the account of the seller’ (www.wikipedia.org). PayPal With over 150 million registered accounts worldwide (PayPal, 2009), PayPal is one of the most successful internet-based payment schemes. Authentication is done via the personal e-mail address of the customer in addition to the entry of a password. The amount is then debited from the customer’s PayPal account. Customers using PayPal will benefit since they will no longer have to reveal their debit or credit card number. Furthermore, the whole transaction process is speeded up due to the fact that customers no longer need to enter their address details. PayPal also promotes its product as being more secure in comparison with other e-payment schemes. 2.3.3 Pay-Later-payment systems ‘In terms of pay-later-systems (e.g. credit cards), the customer actually receives the goods before being debited’ (Stroborn et al., 2004). However, this depends upon the point in time when the customers’ bank account is being debited. It is also possible, particularly within the area of tourism that the bank account is debited before the holiday is ‘consumed’. Within the tourism industry it is a common practice to book and purchase holidays long time in advance. Especially in terms of family holidays, customers like to book in advance, since they do only have a small time frame (namely the school holidays) where they can go on holiday. So, holidays in these periods are strongly demanded. Thus there is an incentive for customers to book as early in advance as possible. In this case, the classification of Stroborn et al. (2004) is not valid anymore. The holiday is purchased long before it is consumed and thus the bank account will also be debited before the consumption. Credit Card ‘Settling payments via the use of the credit card is the most commonly used payment method worldwide. Nearly 90 % of all items and goods purchased via the Internet are paid by credit card’ (Dannenberg Ulrich, 2004). Stroborn et al. differentiate between three basic ways of credit card payments via the Internet: An unsecured transaction ‘A transaction via Secure Socket Layer (SSL), which is a sort of digital envelope. SSL is the de facto standard for secure online transactions, preventing eavesdroppers from learning customers’ account details’ (Ashrafi Ng, 2009). The SSL technology establishes a secure communication channel between the participants of an online transaction. ‘a transaction employing Secure Electronic Transaction Protocol (SET), which is currently considered as the safest credit-card-based payment systems on the Internet’ (Stroborn et al., 2004). Recapitulating this section again highlights the importance of awareness. According to Monika Hartmann (Lammer, 2006) ‘many payment solutions did not succeed in reaching a critical mass of users’. This can be seen in within the example of Mpayments. Payment methods may be very useful, however if they do not manage to reach a critical mass of users, they will not succeed in the market. So customers need to be enlightened about the different payment methods available and the advantages and disadvantages involved. In addition the aspect of trust reappears in this section. Customers need to trust the security of their Internet connection in the first place before they are conducting any business transactions. 3.1 Factors favouring the growth of e-Commerce in tourism The introduction of the internet as well as the ability to pay for goods and services via electronic payment systems created potential advantages for customers as well as for tourism companies. ‘The marketing of an intangible product such as tourism largely depends upon visual presentation’ (Morgan et al., 2001). With the Internet, marketers finally found the perfect tool. The capability of combining the presentation of facts and figures, emotional pictures and the whole booking process is a huge asset for tourism companies. Buhalis (Morgan et al., 2001) stated that ‘organizations and destinations which need to compete will be forced to compute’. Thereby, he assigns companies participating in e-Commerce a significant competitive advantage. According to a recent study of the VIR (Verband Internet Reisevertrieb, 2007) customers value the easy and fast way of booking trips via the internet. Furthermore, they appreciate the possibility to customize their trips, to see if their desired holiday is still available and the extensive range of offerings. The possibility to pay per credit card and the savings in terms of time they need to invest are also big advantages for German customers booking their trips and holidays via the Internet. Cheyne et al. (2006) suggested that ‘the Internet is providing the means for suppliers and consumers to bypass the travel agent and interact directly’. Furthermore, many writers propose that ‘the Internet furnishes travel consumers with more information, quicker responses and often lower prices than they can achieve when making travel arrangements through a traditional travel agent’ (Cheyne et al., 2006). Tania Lang, a senior consultant at Cap Gemini Ernst Young, stated in her work in 2000 that ‘there are a variety of factors providing advantages and benefits for the users of the Internet’. Amongst those factors is the access for availability enquiries and bookings when consumers want to research and purchase travel. Customers are no longer restricted to the opening times of their local travel agency. According to Buhalis (Lang, 2000), ‘the ability to access information which is detailed and up to date assists the travel consumer by making the product more tangible in their mind’. Another important advantage of e-Commerce in tourism is the bypass of travel agent fees and the access to online discounts. Lang (2000) stated that there is a ‘cost advantage in purchasing travel online as a result of the market becoming more competitive. These cost advantages can also be explained by decreasing distribution costs’. Concluding this section it can be suggested that customers will benefit tremendously from e-Commerce in the tourism industry. They will be faced with lower prices, since no intermediaries are involved any more so that potential cost savings can be achieved. In addition to this, the authors cited above implied that the visual representation of holidays will improve due the recent and upcoming developments in technology. According to this, there should not be any disadvantages for customers and conducting bookings via the Internet are the best solution for the future. However customers will also have to sacrifice in certain aspects as well as they will have to experience that bookings holidays via the Internet might not be that advantageous as the following section will point out. 3.2 Factors for the hesitant growth of e-Commerce in tourism In 2009, Prashant Palvia argues that ‘the Internet is far from achieving its potential due to the reluctance of consumers to engage in its use’. Palvia (2009) stresses this assumption by a recent study, indicating that sales of online retailers were only 2, 2% of total goods sold in the U.S. in 2005. Moreover, analysts have predicted that even by 2011, e-Commerce sales would only account for only 7%. According to Tania Lang (2000), there are certain barriers or disadvantages of the Internet and the World Wide Web (WWW) for consumers. Amongst those factors, the ‘lacks of a human interface and of confidence in the technology as well as security issues have a high relevance’. There are a lot of situations, where a customer has built a strong relationship to his travel agent. For some travellers, the actual booking process (whether via a travel agency or the Internet) is already part of the holiday itself. The booking process might even be some kind of ritual which is carried out in exactly the same manner every time the customer goes on holiday. Those loyalty or relational factors are hard to be erased or replaced by the Internet which is in fact a major threat to electronic commerce in the tourism industry. A number of authors maintain that ‘travel agents provide better services, especially when more complex products are to be purchased’ (Cheyne et al., 2006). ‘Those complex travel arrangements are more information intensive and therefore needs consultation of travel agents compared to less complex holiday components such as flights or rail tickets’. Other authors, including Inkpen, Lyle and Paulson (Cheyne et al., 2006) argue that ‘travel agents can offer a more personalized service and provide unbiased advices that add value for the customer’. Concerning the latter assumption one can argue that this is true for inexperienced or first-time users. Customers, who are familiar with the Internet and know where to find the information they are looking for, will not need the advice of the travel agent no more. First of all, the travel agent might provide them with information they already know or find by themselves. Secondly, travel agents are biased too, regarding the amount of commissions they receive for the sale of products. Another case where customers do not need the advice of the travel agent are repeated holidays, meaning customers who always travel to the same hotel. Those customers will not benefit from a travel agent’s consultancy. Summarizing this, one can say that ‘the service offered by travel agents is value adding for customers, who are inexperienced with the process of online booking and for customers who want to travel to a variety of different destinations’ (comparing Cheyne et al., 2006). The lack of confidence in the technology as well as the mistrust in security are the two other major disadvantages of the Internet that Tania Lang has determined. She points out that the ‘main barrier stopping consumers from booking travel via the Internet is the perceived lack of a secure payment method’ (Lang, 2000). ‘The main concern with electronic payment is the level of security in each step of the transaction, because money and merchandise are transferred while there is no direct contact between the two sides involved in the transaction’ (Yu et al., 2002). ‘If there is even the slightest possibility that the payment system may not be secure, trust and confidence in this system will begin to erode, destroying the infrastructure needed for electronic commerce’ (Yu et al., 2002). Putting this in other words, tourism companies may have the perfect product in terms of price quality ratio. However, the company will not be able to sell its products to a greater mass if their payment system is lacking security. This will not only erode trust in the payment system itself, but may also affect the customers’ acceptance of the company, thus affecting the company’s reputation, image and profits. In 1998, Haas surveyed that even though ‘many Internet users go online to find product information, most users prefer to log off and buy their goods through traditional sales channels’. Of course, this trend has increasingly changed over the last years; however, still today customers inform themselves over the Internet without performing t