How Customer Service earns Customer Loyalty Thesis

How Customer Service earns Customer Loyalty - Thesis Example The study would also include a section that would address the area of primary research methodology that would be used to analyze the research question. Finally the study would also contain a section that would summarize the findings of the study and finally suggest certain plausible recommendations that would help marketers of service based organizations to formulate effective strategies that helps in build long term relationships with the organizations thus fostering customer loyalty and ensuring sustainable competitive advantage for the organization in the long run in the competitive and turbulent business environment. Table of Contents How Customer Service earns Customer Loyalty 1 Abstract 2 Chapter 1: Introduction 5 Statement of Problem and Importance of Study 6 Definition of Terms 8 Customer Loyalty 8 Brand 8 Brand Equity 8 Innovations 8 Service Mix 8 Research Questions 9 Summary 9 Chapter 2: Literature Review 10 Historical Background 10 Service Delivery and Customer Loyalty 11 Measuring Customer Satisfaction 14 Distinction between Products and Services 15 Elements of Customer Loyalty 17 Service Innovations and Customer Loyalty 18 Customer Loyalty and Competitive Advantage 20 Service Mix and Customer Loyalty 21 Customer Loyalty and Brand Image 22 Summary 24 Chapter 3: Primary Research Methodology 24 Sampling 25 Data Collection Techniques 25 Research Methodology 26 Summary 27 Chapter 4: Discussion, Conclusion and Recommendations 28 Discussions 28 Conclusions 29 Recommendations 30 References 32 Chapter 1: Introduction The present age of business and consumer markets is rightly termed as the age of consumers. Business organizations in the wake of increased completion within the market are trying out new means to lure customers. It has become essential for organizations to not only attract new customer alone but to also retain the existing customers. In this event customer relationship management and consequently customer loyalty have become largely an importa nt part of the strategy formulation of business organizations. This strategy of business organizations follows from the popular thought which states that it is easier and less expensive to retain an old customer rather than acquiring a new one. Promoting customer loyalty has therefore become one of the most important elements of strategy formulation for business organizations. Customer loyalty is largely measured as an outcome of the level of customer satisfaction which is defined as â€Å"the customer’s fulfillment response to a customer experience, or some part thereof† (Buttle, 2008, p.44). Business organizations are trying out newer strategies to induce customer loyalty which includes providing loyalty cards that can be used by the customer to redeem points based on their purchases. The points can be redeemed for cash discounts or other offers which helps induce repeat purchases by the customers. Customer loyalty has gained widespread importance in the recent years with the dynamics of markets changing from a seller’s market to a buyer’s market. Promoting customer loyalty also helps an organization to get closer to its customers so as to better analyze the demands of the customers. The importance of customer loyalty can be gauged from the fact that in Europe

To Kill a Mockingbird Evil Triumphs When Good Men Do Nothing Essay Example for Free

To Kill a Mockingbird Evil Triumphs When Good Men Do Nothing Essay In many battles between good and evil, the victory doesn’t always go to the side that has the biggest numbers. There are multiple examples in the Bible and in history where the side that was fighting for God’s way would win even though the odds were stacked against them. Many times the only reason evil wins is because good men are not willing to stand up and fight for what is right because when good men do nothing, nothing good gets done. Like if a person is in a jury of the court, and they don’t speak up. The convict goes free, and now out to commit more crimes. Or if a person is running away from something with another person, the other one falls and they don’t go back and get him/her and leave him/her behind, and something bad happens to the other person,(i. e. Death. Broken arm, leg, etc ) If a person is part of the defense of the court, and they don’t speak up, the convict goes free, and now out to commit more crimes, I could not think of any examples from the book besides if Tom got convicted not guilty and he went and raped another girl, but since Mayella was not really raped, but instead beaten by her father, so that was not true. So instead of a book example, since I could not think of one, I thought of a real life example. I thought of the Casey Anthony trial. Since no one spoke up about the crime. She was convicted not guilty. Someone had to have known something, either to prove her innocence or to prove her guilty. Or it could be k=like this, no one spoke up to prove tom’s innocence so evil triumphed and won by convicting tom If a person is running away from something with another person, the other one falls and they don’t go back and get him/her and leave him/her behind, and something bad happens to the other person. For this I thought of two examples, when Jem and scout are going through the Radley’s fence and Jem’s pants get hung on the fence. Luckily nothing too bad happened, as the pants were returned. Something could have gone wrong and Jem would have been severely hurt. The other example that I thought of was toward the end of the book when Jem and Scout are walking home from the play and Jem gets attacked by Mr. Ewell. Since scout falls and cannot get up (Life Alert!). Jem is attacked and thrown on the ground in result, breaking his arm. In conclusion, There are multiple examples in history where the side that was fighting for the right way would win even though the odds were stacked against them. Many times the only reason evil wins is because good men are not willing to stand up and fight for what is right because when good men do nothing, nothing good gets done -Robert Tucker.

Analysis of Shakespeares The Tempest - Caliban and Trinculo :: Shakespeare The Tempest

Psychoanalytic Analysis of Caliban and Trinculo of The Tempest  Ã‚  Ã‚   From a psychoanalytic perspective, both Caliban and Trinculo of Shakespeare’s The Tempest are interesting characters. Caliban is very sexual and bitter, while Trinculo is at odds with everything: his situation of being washed ashore and wrongly accused of saying things when he did not utter a word, as well as Caliban’s worship of an unkingly man, his drunken friend Stephano. Caliban has obviously not had all of his desires trained to stay within him, despite Prospero’s punishments and Miranda’s schooling. Trinculo, on the other hand, wastes his emotions in a bottle of liquor and knows better than Caliban who is and is not fit to worship. Caliban is rude, crude, ugly and lazy. Speaking in a psychoanalytic manner, Caliban is going to be remembered as bitter and obsessed with sex. This sexual desire is going to be coincided first with thoughts of his mutation-- a feeling of inadequacy-- and then more significantly with the absence of his mother. That he had no parents on which to form an Oedipal complex and knows only who his mother was (nothing is mentioned of his father) makes for interesting observations on how he deals with sexuality. We learn that he does not deny that Prospero is the only barrier between him and the rape of Miranda. It is clear that he has developed only so far as Freud’s theory of id, with small touches of the superego. Caliban’s development of the superego is evident only when he does not wish to receive Prospero’s pinches and cramps. He is otherwise all for anything that will bring him pleasure. Being free of Prospero, fulfilling his sexual desires with Miranda and drinking liquor are all on his menu. Trinculo is unable to forget, as the butler Stephano does, all of his woes into the bottom of a bottle. He is upset by the way that Stephano allows himself to be carried away by the worship and praise of Caliban. He is also dismayed in the unjust treatment Stephano dispenses on Caliban’s behalf as Ariel plays Puckish tricks. Clearly, there is no problem with this jester’s ego. He wants himself to be taken care of. He does not appreciate the way he is treated on the monster’s behalf, because he knows he has done no wrong. Later, Trinculo’s id takes over somewhat as he becomes more intoxicated and no longer has the will to let his ego control his id.

Stabilization Policy

| Stabilization Policy| ECO311E| | Glen Edwards 201102728| | | Contents Introduction3 What is Stabilization Policy? 3 Keynesian vs. Classical4 Stabilization in South Africa5 Conclusion5 Reference list6 Introduction In an era where growth and stability in the economy are at the forefront of economic discussions, the economic policies and principles that are utilized in keeping with a stable economy must be taken very seriously. The way in which the governments of the world manage their income and expenditure is therefore of the utmost importance. The task of managing money is what stabilization policies are in a nutshell.The two schools of thought, Classical and Keynesian, view these stabilization policies differently and the author will attempt to discern whether or not either of them view stabilization policy as worthwhile. Additionally the author will analyze the stabilization policy efforts within the South African economy in recent years. What is Stabilization Policy? â€Å"Stab ilization policy is the attempt to reduce fluctuations in income, employment and the price level, stabilizing national income at its full-employment level, if possible. † (Lipsey, 1993:659). This can be done through a governments fiscal or monetary policy, or both.As the author understands it, fiscal policy refer to those policies of the government that affect the tax rates, interest rates and expenditure, all used and controlled in an effort to control the economy. Simply put, a reduction in tax rates and/or an increase in government purchases (expansionary fiscal policy) causes the government's budget deficit to increase, or its budget surplus to decrease, while conversely, a  decrease  in government expenditures and/or an  increase  in taxes (Contractionary fiscal policy) will cause the government's budget deficit to decrease, or its budget surplus to increase. Stabilization Policies, 2000) â€Å"Monetary Policy is the deliberate control of the money supply for the purpose of achieving macroeconomic goals which are full employment, price stability, and steady economic growth. † (Gregory, 2011:149). From the authors knowledge, a change (increase or decrease) in the money supply has a opposite effect on interest rates, and this has an impact on the amount of investment spending. Therefore utilizing either (or both) fiscal and monetary policy may help a government stabilize the economy in times of turmoil and uncertainty.The different stages of growth or recession throughout the years is commonly referred to as the business cycle. The business cycle is, according to Roux (2002:25), comprised of four elements: a trough, and expansion (called a boom), a peak and a downswing (called a recession). A stabilization policy could therefore be used to combat the foreseeable trends that the business cycle seems to follow, although the two schools of thought differ in the way in which they believe these trends arise. Keynesian vs. ClassicalWhen compa ring and contrasting the views of both the Keynesian and Classical economists when it comes to the business cycle, it becomes clear that the way in which these schools of thought differ on this topic is crucial to understanding their stance towards stabilization policy. The main difference in their views of the business cycle are the ways in which the trends and stages in the business cycle come about. Mohr and Fourie (2008:512) support this by stating that classical economists attribute the fluctuations in the business cycle to exogenous factors, while Keynesians believe the business cycle to be an endogenous phenomenon.From the above sentence, it becomes apparent to the author that Keynesians would be strong advocates of stabilization policies in the economy as this would enable them to use it in reducing the negative effects that arise out of said endogenous phenomenon. This being said, the government can simply not know enough, soon enough. As a result the problem of policy lags arises. Policy lags are defined as â€Å"Time lags that occur between the onset of an economic problem and the full impact of the policy intended to correct the problem. † (Policy Lags, 2000).With this in mind, the author concludes that while strong advocates of stabilization policy, Keynesians would prefer moderate and general practice in this regard, rather than a constantly changing policy as this comes with many shortfalls, policy lags being one. Classical economists on the other hand would see few, if any, benefits from implementing a stabilization policy, this is supported by Economics USA (2013) that states â€Å"Classical and neo-classical economists believe that there is little the government can do to reduce unemployment and increase GDP/GNP growth, especially in the long run.They maintain that in the long run, fiscal stimulus raises interest rates and monetary stimulus raises prices without affecting real growth. † From this the author can deduce that it bo ils down to the question of government intervention, where classical economists believe little or no intervention is needed, and Keynesians believing the contrary. Stabilization in South Africa â€Å"The South African economy has experienced remarkable stabilisation in the course of the last decade, and since 1999 the economy has been expanding in what is now by far the longest business cycle expansion in the country’s history. (Du Plessis , Smit & Sturzenegger. 2007:5). Leading up to the 1994 elections, many economists were concerned with the sustainability of South African fiscal policy. This had a lot to do with the amount of government debt. â€Å"Government debt was rising fast, and the associated interest burden had risen to more than 5% of GDP. â€Å"(Du Plessis et al. 2007:6). Stability thereafter was a priority, not only in prices but in the economy as a whole.This notion of stability can also be seen in the most recent budget speech of finance minister Pravin Gor dan where fiscal sustainability is again cited as a priority, especially the role of taxation. â€Å"A review will be initiated this year of our tax policy framework and its role in supporting the objectives of inclusive growth, employment, development and fiscal sustainability† (Gordan, 2013). This makes clear to the author that although growth is top priority, unregulated growth is not and that the government still has a role to play in maintaining the sustainability of prices and growth in the country.Government legislature can be crediting in the strengthening and stabilizing of the economy, as Du Plessis et al (2007:7) state : â€Å"An important milestone of fiscal reform was the Public Finance Management Act of 1999, which legislated the need for regular financial reporting, sound expenditure controls and a strengthened system of supervision and audit. † In the authors opinion, although the government has not the part of the government in monitoring and encouragi ng sound fiscal principles. ConclusionIt becomes clear that stabilization policy is worthwhile from the Keynesian point of view, where government intervention is encouraged and seen as part of a healthy and prosperous economy. The author supports these views as he believes that the stabilization policies have helped, either directly or indirectly, in the preservation and stability of the South African economy, as well as many other emerging economies. This is largely, but not limited to, due to the government's ability to influence the budget deficit through taxation and its expenditure and its control of the country's fiscal policy.Reference list Du Plessis, S. , Smit, B. , & Sturzenegger, F. 2007. THE CYCLICALITY OF MONETARY AND FISCAL POLICY IN SOUTH AFRICA SINCE 1994. July 2007 Economics USA. 2013. Stabilization Policy. [Online]. Available: http://www. learner. org/series/econusa/unit26/ [2013, April 10] Gordan, P. 2013 . (2013, February). Budget Speech 2013. Speech presented at Parliament, Pretoria, Gauteng. Gregory, P. R. 2004. Essentials of Economics. 6th ed. Prentice Hall: London Mohr, P. & Fourie, L. 008. Economics for South African students. 4th ed. Van Schaik: Pretoria Lipsey, R. G. 1993. An Introduction to Positive Economics. 7th ed. Oxford University Press: New York Policy Lags. 2000. [Online]. Available: http://www. amosweb. com/cgi-bin/awb_nav. pl [2013, April 10] Roux, A. 2002. Everyone's guide to the South African Economy. 7th ed. Zebra Press: Cape Town Stabilization Policies. 2000. [Online]. Available: http://www. amosweb. com/cgi-bin/awb_nav. pl? s=wpd;c=dsp;k=stabi

Aviation Technology

Although the United States Federal Aviation Administration (FAA) runs one of the safest air transportation systems in the whole world, it is foreseeing an aviation problem caused by increasing passenger numbers and consequently, more crowded skies (U.S. Government Accountability Office [GAO], 2007).   The number of passengers is expected to reach 1 billion per year 8 years from now.FAA (2007) shows concern that if it does not take action, there will be far greater delays than what is being experienced right now, leading to economic losses which could amount to $22 billion.   That is why the agency is starting to institute transformations in its system to address this key issue.One of these is the transition from the currently-used system to the Next Generation Air Transportation System (NextGen) – a step that promises to prevent gridlock in the skies.One of the critical components of NextGen is ADS-B, short for Automatic Dependent Surveillance Broadcast, which is considere d to be the â€Å"backbone of the NextGen system† and utilizes GPS satellite signals to provide both pilots and air traffic control stations with more precise information to enable a more efficient and safer use of the skies (FAA, 2007).How Does ADS-B Work?Unlike radar which involves transmitting electromagnetic pulses and bouncing them off airborne targets and then interpreting reflected signals, ADS-B works by relying on satellite-based GPS system in order to determine the aircraft’s exact position as well as a host of other parameters such as the aircraft’s speed, route, heading, altitude and flight number (â€Å"ADS-B†, 2007; â€Å"ADS-B Creates a New Standard for Aviation Safety†, 2007).These information are broadcasted via a radio transmitter and can be received by other aircrafts, ground stations and ground vehicles that are also equipped with ADS-B (Caisso, 2001).   Aircrafts and ground control stations within 150-200 miles of the broadca sting aircraft (orADS-B   ground station) receive the information and display it in an easily understandable format in a computer screen.   Pilots can view this information on a Cockpit Display of Traffic Information (CDTI) while air traffic controllers on the ground can see the ADS-B aircrafts on their regular traffic display screen (â€Å"ADS-B Creates a New Standard for Aviation Safety†, 2007).Users of ADS-B are assured of receiving air traffic information in real-time which means that both the pilot and the controller on the ground can both view the same information at the same time.Benefits of ADS-BOne of the major benefits of ADS-B, as stated earlier, is the ability of both the pilot and the ground station, when both equipped with ADS-B, to view reliable and accurate air traffic information in real time.   There will also be less need for aircrafts to continually send and receive signals from ground-based controllers (FAA, 2007).   This will lighten the load of air traffic controllers, enabling them to accommodate and serve more aircrafts at a more efficient rate.The Aircraft Owners and Pilots Association (AOPA) also supports the government’s move to pursue ADS-B in lieu of radar and other surveillance technologies, stating that their members can benefit from ADS-B as it is able to provide graphic weather updates and textual flight advisories (AOPA, 2006).These information were considered to be an expensive add-on to existing aviation technology resulting to its unpopular use in aircrafts (â€Å"ADS-B Creates a New Standard for Aviation Safety†, 2007).   Furthermore, AOPA believes that FAA can have enormous savings because ground-based transmitters cost at most $200,000 as opposed to radar systems that cost the government millions of dollars.ADS-BAnother reason why ADS-B is preferable to radar systems is that aside from it being less expensive than radars, ADS-B updates at least once a second compared to radars which can so metimes take as long as 12 seconds (AOPA, 2006; FAA, 2007). ADS-B also has wider coverage and ADS-B ground station can be put in place more easily than radars.   In fact, FAA’s Capstone Program involved equipping airlines and air taxis in Southwest Alaska with the new technology.The region was particularly chosen because most of the ground is frozen for the whole year making a lot of places inaccessible by land (FAA, 2001).   Furthermore, remote areas cannot be reached by radars making the place a perfect testing ground for ADS-B technology.   Starting in 1999, the program has continued until at present and has even expanded to include two more phases.The use of ADS-B has reduced accidents in the Yukon-Kuskokwim River Delta –a place not reached by conventional radar – by 43 percent in 2003-2006 (Stapleton, 2006).   The results of the Capstone program proves that ADS-B technology can be used to increase efficiency and safety in aircrafts.The drop in the n umber of accidents in Southwest Alaska can probably be attributed to ADS-B’s ability to enhance aviation safety by providing pilots with features such as automatic traffic call-outs and warnings of impending arrivals or take-offs in the runway (â€Å"ADS-B Creates a New Standard for Aviation Safety†, 2007).ADS-B, having a range of more than 100 miles, provides the aircraft with a wider margin in which to detect conflict (e.g. an imminent collision).   Compared to existing systems, resolution of conflicts can be enacted within a shorter span of time.Disadvantages of ADS-BBenenson (2005) noted a certain disadvantage of ADS-B while flying his Cessna Cardinal, which he equipped with ADS-B UAT (Universal Access Transceiver).   It was notADS-B  Ã‚  Ã‚  Ã‚   5really a disadvantage of the technology itself but rather to the lack of ground-based transceivers (GBTs) at present.   In order for non-ADS-B aircrafts to be displayed in a CDTI, the ADS-B equipped plane must be within the line of sight of a GBT.   The GBT sends traffic information coming from air traffic surveillance sensors, most probably radar.The radar   Ã‚  Ã‚  Ã‚  information however is not as accurate as the one received through ADS-B, so the non-ADS-B plane appears in the CDTI distorted.   Related to this, pilots who are equipped with the new technology may be over-confident, thinking that he perfectly understands the surrounding traffic, forgetting that only equipped aircraft are able to transmit their position quite clearly (Caisso, 2001).Evans (2006) tackles more serious issues such as the risk of â€Å"spoofing† by individuals whose sole intent is to produce as many false ASD-B targets on an air traffic controller’s screen.   Dick Smith, the former head of Australia’s Civil Aviation Authority, was the first to make public the reality of such a risk.   He claimed that spoofing can be done using a laptop, an ADS-B transceiver and a $5 antenna.ADS-B experts in the United States, after performing their own tests, agreed with Smith that spoofing is indeed possible with the new technology.   FAA, being aware of such a possibility, are putting the pressure on the bidders for ground stations, which should be able to show their system’s anti-spoofing ability.Although ADS-B is seen to be less expensive than radar, airline and aviation companies still think that the new technology is not worth the amount they’re going to spend to replace existing systems and are holding off buying until the prices drop (Evans, 2006).However, the prices are not likely to go down until there is a greater demand for the technology.   ADS-B Program Manager Vincent Capezzuto said that if consumers are not willing to make any investment risks, it will be difficult to follow airspace mandates and delays in the benefits offered by the program could be delayed.ADS-B  Ã‚  Ã‚  Ã‚  Ã‚   6Evans (2006) also tackled the danger of completely relyin g on GPS for aircraft navigation and surveillance.   FAA acknowledges that GPS may be prone to interference and of course, failure.   When such a situation arises, an ADS-B – equipped aircraft will have no means by which to obtain air traffic information.   It is therefore critical to come up with a backup system.The Implication of ADS-B in the Aviation IndustryADS-B can be considered a milestone in the aviation industry.   Never before has there been a technology that can provide so much air traffic information and a lot of other features with just a single equipment.   With the large volume of passengers and greater air traffic expected by FAA in the coming years, ADS-B seems to be a viable (if not the most) answer to this issue.

declaration of independance essays

declaration of independance essays There are many abstractions in the Declaration of Independence. These abstractions such as: rights, freedom, liberty and happiness have become the foundations of American society and have helped to shape the "American Identity." Power, another abstraction that reoccurs in all the major parts of the Declaration of Independence plays an equally important role in shaping "America identity." One forgets the abstraction of power, because it appears in relation to other institutions: the legislature, the King, the earth, and the military. The abstraction of power sets the tone of the Declaration, and shapes the colonists conception of government and society. Power in the Declaration of Independence flows from distinct bodies within society such as the King, the legislature, the military, The Oxford English Dictionary defines power as, "the ability to do or effect something or anything, or to act upon a person or thing" (OED 2536). Throughout the ages according to the dictionary the word power has connoted similar meanings. In 1470 the word power meant to have strength and the ability to do something, "With all thair strang *poweir" (OED 2536) Nearly three hundred years later in 1785 the word power carried the same meaning of control, strength, and force, "power to produce an effect, supposes power not to produce it; otherwise it is not power but necessity" (OED 2536). This definition explains how the power government or social institutions rests in their ability to command people, rocks, colonies to do something they otherwise would not do. To make the people pay taxes. To make the rocks form into a fence. To make the colonists honor the King. The colonialists adopt this interpretation of power. They see power as a cruel force that has wedded them to a King who has "a history of repeated injuries and usurptions." The framers of the Declaration of ...

“The Hobbyist” by Frederic Brown Essay Essay Example

â€Å"The Hobbyist† by Frederic Brown Essay Essay Example â€Å"The Hobbyist† by Frederic Brown Essay Essay â€Å"The Hobbyist† by Frederic Brown Essay Essay The short narrative. â€Å"The Hobbyist written by Frederic Brown is about a adult male named Sangstrom. Sangstrom was at a prescription pharmaceutics in secret speaking to the Pharmacist about purchasing an undetectable toxicant to kill his married woman. The Druggist asks to follow him into the back room and puts some java into the boiler. The Pharmacist informs Sangstrom that he feels that he deserves the toxicant for free but must pay for the counterpoison. This is when Sangstrom realizes that the Druggist had poisoned his java. Sangstrom terrors and pulls out his gun and points it at the Druggist. The Druggist continues to explicate that if Sangstrom hands over $ 1000 and writes a confession of the slaying of his married woman and the Druggist in instance he did kill either one of them. . the adult male would acquire an counterpoison. Sangstrom gave the money and wrote the confession which the Druggist mailed. The narrative ends with the Druggist being certain that Sangstrom wo uld non be perpetrating any slaying any clip shortly. It was fundamentally a program carried out to blackjack Sangstrom. Character The Druggist is the supporter in the short narrative. â€Å"Hobbyist† . written by Frederic Brown. He is cardinal to the narrative with all the major events holding some importance to him. The Druggist is a mixture of both rounded and dynamic characters since he has many sided and complex personalities that you would anticipate of existent human existences but besides has a personality that changes for the better and worse by the terminal of the narrative. For illustration. at the get downing the Druggist is reflected as a avaricious individual who agrees to sell toxicant for the money he will have despite of the fact that what he is making is incorrect. But by the terminal of the narrative. the Druggist turns out to be a harmless and sort individual who blackmails Sangstrom in giving the money without giving the toxicant and still prevents Sangstrom from slaying his married woman. The physical features of the Druggist are old. around 60 old ages of age. hunchbacked. with a long white face fungus. since in the text he is described as a dwarf like and gnarled adult male. The Druggist is an intelligent adult male. I know this because the text says. â€Å"Oh. one other thing-although I do non perfectly insist on it. Please aid distribute the word about my undetectable toxicant. will you? One neer knows. Mr. Sangstrom. The life you save. if you have any enemies. merely might be your ain. † This proves how through blackmailing people he tries to salvage lives. The Druggist is brave because the text says. â€Å"Or if you think I’m bluffing. that you’re truly non poisoned. travel in front and shoot. † This proves that he wasn’t scared of the gun. The Druggist is a careful adult male because the text says. â€Å"Whom do you desire to kill and why? † This proves that he wants to cognize everything in the head of the murdered bef ore he gives anything to him. Sangstrom is the adversary in the short narrative. â€Å"Hobbyist† . written by Frederic Brown. He is the individual that opposes the Druggist. Sangstrom like the Druggist is besides a mixture of both rounded and dynamic characters since he has many sided and complex personalities that you would anticipate of existent human existences but besides has a personality that changes for the better and worse by the terminal of the narrative. For illustration. at the beginning of the narrative Sangstrom is reflected as a typical bad or nefarious type individual desiring to kill his married woman. However right after the flood tide. merely like a nefarious character. his reaction to being blackmailed was indicating his gun at the Druggist. Sangstrom was forced into non killing his married woman in the fright of acquiring caught by the constabulary if the confession missive was mailed. The physical features of Sangstrom are tall. thin. unsafe looking. and a individual with highly pale tegument since in the text he is described as looking highly pale when he realizes that the java he merely imbibe had toxicant in it. Sangstrom is impatient because the text says. â€Å"Does it matter? Isn’t it enough that I pay for-â€Å" . This proves how impatient he was to acquire the toxicant to kill his married woman every bit shortly as possible. Sangstrom is fleeceable because the text says. â€Å"I heard a rumor to the consequence that you have a wholly undetectable poison† . This proves how easy he was tricked and deceived by words to believe something that was non true. Sangstrom is determined because the text says. â€Å"He pulled a handgun out from his pocket. † This proves that he was determined to acquire both the counterpoison and the toxicant through the agencies of his gun.