World-Class Service

In the discussion - World-Class Service - by W. Gerald Glover, Associate Professor, Restaurant, Hotel and Resort Management at Appalachian State University and Germaine W. Shames, Hilton International, New York, Glover and Shames initially state: “Providing world-class service to today's traveler may be the key for hospitality managers in the current competitive market. Although an ideal, this type of service provides a mandate for culturally aware managers. The authors provide insight into several areas of cultures in collision.” Up to the time this essay is written, the authors point to a less-than-ideal level of service as being the standard in the hospitality industry and experience. “Let's face it - if we're ever to resurrect service, it will not be by going back to anything,” Glover and Shames exclaim. “Whatever it was we did back then has contributed to the dilemma in which we find ourselves today, handicapped by a reactive service culture in an age that calls for adaptiveness and global strategies,” the authors fortify that thought. In amplifying the concept of world-class service Glover and Shames elaborate: “World-class service is an ideal. Proactive and adaptive, world-class service feels equally right to the North American dignitary occupying the Presidential Suite, and the Japanese tourist staying in a standard room in the same hotel.” To bracket that model the authors offer: “At a minimum, it is service perceived by each customer as appropriate and adequate. At its best, it may also make the customer feel at home, among friends, or pampered. Finally, it is service as if culture matters,” Glover and Shames expand and capture the rule of world-class service. Glover and Shames consider the link between cultures and service an imperative one. They say it is a principle lost on most hospitality managers. “Most [managers] have received service management education in the people are people school that teaches us to disregard cultural differences and assume that everyone we manage or serve is pretty much like ourselves,” say Glover and Shames. “Is it any wonder that we persist in setting service standards, marketing services, and managing service staff not only as if culture didn't matter, but as if it didn't exist?!” To offer legitimacy to their effort Glover and Shames present the case of the Sun and Sea Hotel, a 500-room first class hotel located on the outskirts of the capital city of a small Caribbean island nation. It is a bit difficult to tell whether this is a dramatization or a reality. It does, however, serve to illustrate their point in regard to management’s cognizance, or lack thereof, of culture when it comes to cordial service and guest satisfaction. Even more apropos is the tale of the Palace Hotel, “…one of the grande dames of hospitality constructed in the boom years of the 1920s in a mid-sized Midwestern city in the United States.” The authors relate what transpired during its takeover in mid-1980 by a U.S.-based international hotel corporation. The story makes for an interesting and informative case study.

Ficción de Racionalidad: La memoria como operador mítico en las estéticas polares de Jorge Luis Borges y José Lezama Lima

The aesthetic placement and period designation of Jorge Luis Borges (1899-1986) and José Lezama Lima (1910-1976) are complicated issues among critics. Borges is obviously considered a predecessor of the Latin American literary “boom,” but despite that taxonomy his work transcends that definition and provides a foundation for new trends and styles, such as the “neobarroco” cultivated by Severo Sarduy. Lezama is considered part of the second wave of the “boom,” but his work feeds, stylistically, from the Spanish baroque. At the same time, Lezama’s daring treatment of homoeroticism and his revolutionary system of images place him after the “boom” in a narrative style that is postmodern. This study undertakes a thorough revision of external and internal issues, revealing the key linguistic and fictive elements that characterize both writers. Through discourse analysis and close reading, a poetic system is formulated, which incorporate features of the “neobarroco,” “boom” and postmodern narrative styles. This dissertation uses a polar structure to analyze both poetic visions and concludes that they are compatible and symmetrical. From this perspective, Borges and Lezama belong to the “core” of literature that centers its emphasis in the creation of a system versus other modes of writing in which mimetic function prevails. By doing this and by recycling world culture, they create postmodern myth: the new building material for Hispanic American literature. There are only a few studies that explore the works of Borges and Lezama within the context of Baroque aesthetics. For the first time, this dissertation offers a comprehensive analysis that considers their poetic visions at large. Besides the difference in perspective, defined as macro-spatial in Borges and micro-spatial in Lezama, there are many similarities in content and form. Both writers question the cause and effect relationship and the modern use of metaphor. They also share a redefinition of genre as well as a hedonistic approach to literature and culture. This kinship in poetic vision is revealed through the polar method used for this study, which proposes a new form of aesthetic placement and period designation.

Hispanic orientalism: The literary development of a cultural paradigm, from medieval Spain to modern Latin America

This dissertation offers a novel approach to Hispanic Orientalism, developing a dynamic paradigm from its origins in medieval and Renaissance Iberia during the process of the Christian Reconquest, to its transatlantic migration and establishment in the early years of the Colony, from where it changed in late colonial and post-Independence Latin America, and onto modernity. ^ The study argues that Hispanic Orientalism does not necessarily imply a negative depiction of the Other, a quality associated with the traditional critique of Saidian Orientalism. Neither, does it entirely comply with the positivist approach suggested in the theoretical research of Said’s opponents, like Julia Kushigian. This dissertation also argues that sociopolitical changes and the shift in the discourse of powers, from imperial to non-imperial, had a significant impact of the development of Hispanic Orientalism, shaping the relationship with the Other. The methodology involves close reading of representative texts depicting the interactions of the dominant and dominated societies from each of the four historic periods that coincided with significant sociopolitical transformations in Hispanic society. Through an intercultural approach to literary studies, social history, and religious studies, this project develops an original paradigm of Hispanic Orientalism, derived from the image of the reinvented Semitic Other portrayed in the literary works depicting the relationship between the hegemonic and the subaltern cultures during the Reconquest period in Spain. Then, it traces the turn of the original paradigm towards reinterpretation during its transatlantic migration to Latin America through the analysis of the chronicles and travelogs of the first colonizers and explorers. During the transitional late colonial and early Independence periods Latin America sees a significant change in the discourse of powers, and Hispanic Orientalism reflects this oscillation between the past and the present therough the works of the Latin American authors from the seventeenth to the nineteenth centuries. Finally, once the non-imperial discourse of power established itself in the former Colony, a new modern stage in the development of Hispanic Orientalist paradigm takes place. It is marked by the desire to differentiate itself from the O(o)thers, as manifested in the works of the representatives of Modernism and the Boom.^

Essays On Political Economy

The first chapter analizes conditional assistance programs. They generate conflicting relationships between international financial institutions (IFIs) and member countries. The experience of IFIs with conditionality in the 1990s led them to allow countries more latitude in the design of their reform programs. A reformist government does not need conditionality and it is useless if it does not want to reform. A government that faces opposition may use conditionality and the help of pro-reform lobbies as a lever to counteract anti-reform groups and succeed in implementing reforms. The second chapter analizes economies saddled with taxes and regulations. I consider an economy in which many taxes, subsidies, and other distortionary restrictions are in place simultaneously. If I start from an inefficient laissez-faire equilibrium because of some domestic distortion, a small trade tax or subsidy can yield a first-order welfare improvement, even if the instrument itself creates distortions of its own. This may result in "welfare paradoxes". The purpose of the chapter is to quantify the welfare effects of changes in tax rates in a small open economy. I conduct the simulation in the context of an intertemporal utility maximization framework. I apply numerical methods to the model developed by Karayalcin. I introduce changes in the tax rates and quantify both the impact on welfare, consumption and foreign assets, and the path to the new steady-state values. The third chapter studies the role of stock markets and adjustment costs in the international transmission of supply shocks. The analysis of the transmission of a positive supply shock that originates in one of the countries shows that on impact the shock leads to an inmediate stock market boom enjoying the technological advance, while the other country suffers from depress stock market prices as demand for its equity declines. A period of adjustment begins culminating in a steady state capital and output level that is identical to the one before the shock. The the capital stock of one country undergoes a non-monotonic adjustment. The model is tested with plausible values of the variables and the numeric results confirm the predictions of the theory.

Expansão imobiliária na cidade de João Pessoa, no período de 2009-2013: um caso de formação de bolha?

The housing boom recorded in recent years in the city of João Pessoa contributed decisively to the increase in housing supply across the all territory. This advance, however, was accompanied by a significant increase in property prices, which in itself generates enormous expectations on the support of the same medium and long term. From this apparent frame heating the housing market of this Capital. This study empirically examined whether this enhancement configured a typical process of bubble formation between the years 2009 and 2013 in this part of Capital. The empirical price dynamics of the housing market , was based on the indicators of price, rent and cost developed by Bezerra et al. (2013). The results of these local indicators increase the degree of confidence in the hypothesis seen, whatever, that the movement of prices in the main districts of the city of João Pessoa is a real estate bubble

Follow-up of the sponge and asteroid populations at the station Larsen A south (PS69/724-1 and PS77/253-1), Antarctic Peninsula, between 2007 and 2011

Over 30% of the Antarctic continental shelf is permanently covered by floating ice shelves, providing aphotic conditions for a depauperate fauna sustained by laterally advected food. In much of the remaining Antarctic shallows (<300 m depth), seasonal sea-ice melting allows a patchy primary production supporting rich megabenthic communities dominated by glass sponges (Porifera, Hexactinellida). The catastrophic collapse of ice shelves due to rapid regional warming along the Antarctic Peninsula in recent decades has exposed over 23,000 km**2 of seafloor to local primary production. The response of the benthos to this unprecedented flux of food is, however, still unknown. In 2007, 12 years after disintegration of the Larsen A ice shelf, a first biological survey interpreted the presence of hexactinellids as remnants of a former under-ice fauna with deep-sea characteristics. Four years later, we revisited the original transect, finding 2- and 3-fold increases in glass sponge biomass and abundance, respectively, after only two favorable growth periods. Our findings, along with other long-term studies, suggest that Antarctic hexactinellids, locked in arrested growth for decades, may undergo boom-and-bust cycles, allowing them to quickly colonize new habitats. The cues triggering growth and reproduction in Antarctic glass sponges remain enigmatic.

Perforated exit regions for the reduction of micro-pressure waves from tunnels

The authors are grateful to the following bodies that provided financial support for the project: (i) China Scholarship Council (20117 00029), (ii) National Natural Science Foundation of China (Grant no. U1334201) and (iii) UK Engineering and Physical Sciences Research Council (Grant no. EP/G069441/1).

Perforated exit regions for the reduction of micro-pressure waves from tunnels

The authors are grateful to the following bodies that provided financial support for the project: (i) China Scholarship Council (20117 00029), (ii) National Natural Science Foundation of China (Grant no. U1334201) and (iii) UK Engineering and Physical Sciences Research Council (Grant no. EP/G069441/1).

Dunn County and Watford City, North Dakota: A case study of the fiscal effects of Bakken shale development

The Bakken region of North Dakota and Montana has experienced perhaps the greatest effects of increased oil and gas development in the United States, with major implications for local governments. Though development of the Bakken began in the early 2000s, large-scale drilling and population growth dramatically affected the region from roughly 2008 through today. This case study examines the local government fiscal benefits and challenges experienced by Dunn County and Watford City, which lie near the heart of the producing region. For both local governments, the initial growth phase presented major fiscal challenges due to rapidly expanding service demands and insufficient revenue. In the following years, these challenges eased as demand for services slowed due to declining industry activity and state tax policies redirected more funds to localities. Looking forward, both local governments describe their fiscal health as stronger because of the Bakken boom, though higher debt loads and an economy heavily dependent on the volatile oil and gas industry each pose challenges for future fiscal stability.

Grito vagabundo : el exilio como alegoría de un trauma histórico en tres novelas latino-canadienses

Cette thèse étudie la façon dont trois romans latino-canadiens utilisent le trope de l’exil comme allégorie d’un trauma historique qui comprend plus que l’expérience individuelle de ses protagonistes : la transition forcée de l’État vers le Marché en Amérique latine effectuée par les dictatures. Cobro revertido (1992) de José Leandro Urbina; Le pavillon des miroirs (1994) Sergio Kokis; et Rojo, amarillo y verde (2003) de Alejandro Saravia, explorent divers aspects de ce processus à travers les exercices de mémoire de leurs personnages. L’exil oblige les protagonistes de ces oeuvres à se confronter aux limites des structures sémiotiques par lesquelles ils essaient de donner un fondement idéologique à leur existence sociale. Ils découvrent ainsi qu’il n’est pas possible de reproduire des hiérarchies, des valeurs, ni des relations de pouvoir de leur pays d’origine dans leur pays d’accueil, non seulement à cause des différences culturelles, mais aussi à cause d’un changement historique qui concerne la relation du sujet avec la collectivité et le territoire. Ces œuvres abordent l’expérience de ce changement par un dialogue avec différents genres littéraires comme le roman de fondation, la méta-fiction historique du Boom, le roman de formation et le testimonio, mis en relation avec divers moments historiques, de la période nationale-populaire aux transitions, en passant par les dictatures. Cela permet aux auteurs de réfléchir aux mécanismes narratifs que plusieurs œuvres latino-américaines du XXème siècle ont utilisé pour construire et naturaliser des subjectivités favorables aux projets hégémoniques des États nationaux. Ces exercices méta-narratifs comprennent le rôle de l’écriture comme support privilégié pour l’articulation d’une identité avec le type de communauté imaginaire qu’est la nation. Ils servent aussi à signaler les limites de l’écriture dans le moment actuel du développement technologique des médias et de l’expansion du capitalisme transnational. Ainsi, les auteurs de ces œuvres cherchent d’autres formes de représentation pour rendre visibles les traces d’autres histoires qui n’ont pas pu être incorporées dans le discours historique officiel.

Hispanic Orientalism: The Literary Development of a Cultural Paradigm, from Medieval Spain to Modern Latin America

This dissertation offers a novel approach to Hispanic Orientalism, developing a dynamic paradigm from its origins in medieval and Renaissance Iberia during the process of the Christian Reconquest, to its transatlantic migration and establishment in the early years of the Colony, from where it changed in late colonial and post-Independence Latin America, and onto modernity. The study argues that Hispanic Orientalism does not necessarily imply a negative depiction of the Other, a quality associated with the traditional critique of Saidian Orientalism. Neither, does it entirely comply with the positivist approach suggested in the theoretical research of Said’s opponents, like Julia Kushigian. This dissertation also argues that sociopolitical changes and the shift in the discourse of powers, from imperial to non-imperial, had a significant impact of the development of Hispanic Orientalism, shaping the relationship with the Other. The methodology involves close reading of representative texts depicting the interactions of the dominant and dominated societies from each of the four historic periods that coincided with significant sociopolitical transformations in Hispanic society. Through an intercultural approach to literary studies, social history, and religious studies, this project develops an original paradigm of Hispanic Orientalism, derived from the image of the reinvented Semitic Other portrayed in the literary works depicting the relationship between the hegemonic and the subaltern cultures during the Reconquest period in Spain. Then, it traces the turn of the original paradigm towards reinterpretation during its transatlantic migration to Latin America through the analysis of the chronicles and travelogs of the first colonizers and explorers. During the transitional late colonial and early Independence periods Latin America sees a significant change in the discourse of powers, and Hispanic Orientalism reflects this oscillation between the past and the present therough the works of the Latin American authors from the seventeenth to the nineteenth centuries. Finally, once the non-imperial discourse of power established itself in the former Colony, a new modern stage in the development of Hispanic Orientalist paradigm takes place. It is marked by the desire to differentiate itself from the O(o)thers, as manifested in the works of the representatives of Modernism and the Boom.

El Posnacionalismo en la Narrativa Cubana Actual: Reivindicación de lo Privado y lo Homoerótico

La novela posnacional es un fenómeno relativamente reciente en la literatura latinoamericana. Sus orígenes se sitúan en los noventa, como parte de una narrativa que se rebela contra la llamada literatura del Boom originada en los sesenta. Los escritores posnacionales—a diferencia de sus predecesores—no se muestran obsesionados por la identidad latinoamericana. La globalización, el fracaso del socialismo y el descrédito de las grandes utopías son otros fenómenos que explican la emergencia de una narrativa que trasciende los márgenes nacionales. La literatura posnacional cubana se inserta dentro de esta corriente. Luego de la caída del Muro de Berlín, los jóvenes escritores cubanos comienzan a incluir una retórica diferente en sus creaciones: eluden el compromiso político militante, evitan los mensajes altruistas y abandonan las pretensiones de definir posiciones con relación al futuro de la patria o a su propia identidad. El proyecto revolucionario y su destino—tópico narrativo por más de tres décadas—desaparece como tema. El modo particular de la literatura posnacional cubana se expresa en la desesperanza y el desencanto. El propósito de esta disertación es ejemplificar dicha noción a través del análisis de los proyectos literarios de tres escritoras cubanas contemporáneas: Ena Lucía Portela, Anna Lidia Vega Serova y Karla Suárez. Además de sus cuentos, se analizan las novelas “Djuna y Daniel”, de Ena Lucía Portela; “Ánima fatua”, de Anna Lidia Vega Serova y “La viajera” de Karla Suárez. Estas novelas, además de ser ejemplos de la existencia en Cuba de una tradición en la narrativa latinoamericana contemporánea desvinculada de las preocupaciones nacionales, rompen con el paradigma del hombre heterosexual revolucionario. Los protagonistas de estas nuevas ficciones, por lo general mujeres, son personas desarraigadas y alejadas de la sociedad, ocasionales consumidoras de estupefacientes y que practican relaciones homosexuales. La transgresión de los estereotipos de género y de los comportamientos heteronormativos se convierte en un instrumento de dinámica posmoderna que presenta nuevos códigos y supone un desafío a los principios tradicionales del modelo revolucionario cubano.