Essay on Teaching Cultural Diversity in the Classroom

It might be surprising too many, but reading the class textbooks, and talking about cultural diversity is not enough. Hence, we ought to challenge ourselves to create methods for when we become teachers in order to be able to help our future students be more aware of cultural diversity inside the classrooms. Carrying further, as a future teacher by taking this class is helping me become more aware of students cultures other than my own. In my interview with Ashley she explained how she is a white middle class girl who always lived in the nicer part of town. On the first week she attended high school she made the decision to spend her lunchtime with the vast majority of white people in the school. Hence, for the reason that she saw that†¦show more content†¦It has armed me with sensitivity to other cultures and their beliefs. In fact, this experience even inspired her to take Spanish classes. After having this interview with Ashley, I felt like I could instantly relate to the se cultural characteristics, as I was dual language learner. Spanish was the main language we spoke at my house but I was expected to learn another language other than my own from my home and essentially I had a lot of trouble learning English. Although she did not realize it until her freshman year of high school I was able to notice how I had to go to another separate room to learn more about the English language. However, it truly impacted her when she noticed that in high school there were different types of classes for Spanish depending on the level one was in. Ofcourse I took Spanish AP literature while she took Spanish 1. Although I did take Spanish AP not all latinos may know Spanish really well. Take my brother for example who does not know how to speak or write in Spanish, had to take Spanish 1. With all this being said the schools separated students depending on the levels they were in but we both agreed that maybe they should have a mixture of students in the class wher e one may help the other who does not know so much about that language. Based on this self other ethnography assignment it helped serve me as an eye opener to helping me to realize that having inspiring teachers who can improveShow MoreRelatedCulture Is Central For Learning1500 Words   |  6 Pagespolitically by using cultural referents to impart knowledge, skills and attitudes.† Improving the school achievement of students of color who currently are not doing well in school requires comprehensive knowledge, opinions, and high-level pedagogical skills. As Geneva Gay says, â€Å"Culturally Responsive Teaching is about teaching, and the teaching of concern is that which centers the classroom instructions in multiethnic cultural frames of reference.† Culturally Responsive Teaching A Review of theRead MoreEssay on Diversity and Multicultural Education in the Classroom1561 Words   |  7 Pagesin which we learn. Educators must take special measures in the delivery of classroom instruction to celebrate the learning and cultural differences of each of their students. As communities and schools continue to grow in diversity, teachers are searching for effective educational programs to accommodate the various learning styles of each student while promoting acceptance of cultural differences throughout the classroom. It no longer suffices to plan educational experiences only for middle-or upperRead MoreDiversity in the Classroom Essay888 Words   |  4 PagesDiversity in classrooms can open student’s minds to all the world has to offer. At times diversity and understanding of culture, deviant experiences and perspectives can be difficult to fulfill, but with appropriate strategies and resources, it can lead students gaining a high level of respect for those unlike them, preferably than a judgmental and prejudiced view. Diversity has broad ranges of spectrums. Students from all across the continent; students from political refugees, indigenous AmericansRead MoreMulticultural Education Is A Method For Instruction That Values Diversity Within The Classroom1227 Words   |  5 PagesIn the United States diversity will become progressively more reflected in our schools. In our school, students are becoming increasingly diverse, by assisting pupils to attaining knowledge, attitudes they need in order to become active citizens within our society. Teaching a group of diverse students from different backgrounds, ethnic, and other cultural groups in a school environment that supports diversity within a classroom setting incorporate teaching. More importantly, it is important thatRead MoreThe Structure Of The American Family Structures933 Words   |  4 Pagesthe family structure while teaching diversity The Many Kinds of Families in Our Communities by Julie Edwards describes the many different types of fam ily structures and a brief description of each one. The next article in my research by Lin, Lake Rice comes from the Teacher Education Quarterly titled Building Relationships Between Teachers and Diverse Families. This article is very helpful as it brings teachers, students and parents together to discuss teaching diversity and understanding diverseRead MoreProfessional Training And Support For Teachers778 Words   |  4 Pagestheir teaching practice to be effective. Teachers who lack training and support are not able to address the academic achievement gap among culturally diverse students (Griner Stewart, 2012, p. 589). Professional training and support is required for pre-service, beginning, and experienced teachers. Teacher education programs need to better prepare pre-service teachers to enter the diverse classrooms they will encounter; therefore, educating future teachers on culturally relevant teaching is necessaryRead MoreThis Paper Will Be Discussing A Recent Fifteen Hour Field1197 Words   |  5 Pagesparticipated in which I observed a classroom which included many students of diverse ethnic and cultural groups. I will discuss any prejudices/discriminations I observed in the classroom based on ethnic and cultural diversity. I will also describe how this experience has made me determined to try to create a positive learning environment for students of diversity in the classroom. Keywords: Experience, culture, ethnicity, diversity Ethnic and Cultural Diversity Field Experience Report My fieldRead MoreCulture Has On The Process Of Learning And Teaching1382 Words   |  6 Pagesculture has on the process of learning and teaching. Santoro refers to Morgan and Slade who explore cultural learning tendencies and different views of knowledge, learning and teaching. For Indigenous people, it is suggested that they consider effective learning as being ‘contextual, interdependent, subjective and motivated by community commitment and obligation’ compared to non-Aboriginals where learning tends to be ‘fragmented and theoretical’ (Santoro, 2007). This highlights the need for teachersRead MoreStudents Are Not Entering The Classroom With The Knowledge And Understanding Of Multicultural Education762 Words   |  4 PagesProblem Statement Teachers are not entering the classroom with the knowledge and understanding of the importance of multicultural literature. The students are suffering due to the lack of diverse reading literature incorporated into units of reading study. There is a need for staff developments and in-services to help educate teachers on ways to provide multicultural literacy awareness in primary schools. Objectives †¢ To heightening the awareness of the importance of multiculturalRead MoreThe Classroom Environment Should Look And Feel Welcoming For All Children949 Words   |  4 Pages Diversity is what makes each person in a classroom different from each other, even though you could be the same color of the person sitting next you, does not mean you are the same. The classroom environment should look and feel welcoming for all children. So it can show the diversity of the world in which we live in. Children should be provided with essential information about who they are and what is important, making an effort for this to happen creates a setting that is rich in possibilities

The Reality Of Television Shows - 1370 Words

Each week hundreds of thousands of people tune in to watch their favorite television shows. A 2015 study found that the majority of the viewers are women and some of the most popular television shows are based on crime drama (Parrott 70). It does not matter if the shows are complete fiction or narratives and reenactments of a real crime that has taken place the gore, violence, and pure disgust keeps these viewers coming back week after week. These crime based television shows portray women in traditional gender roles, normally a homemaker with no job in the workforce. They also tend to present women as shallow stereotypes, having them be dressed scantily-clad and unable to be successful at both work and home. Mass media has a huge pull in how women view themselves or how they believe they should view themselves. The way women are portrayed in fiction based and true crime television shows hurts their ability to succeed in the real world. In fictional crime television shows such as Bon es, Blue Bloods, Castle, CSI, Criminal Minds, and NCSI all show women negatively stereotyped and reflecting conventional gender roles. Popular television shows such as these often get spin-offs. In a 2009 study of the multiple CSI spin off shows, it was found that these series tend follow a formula which reflects the classic structure of a nuclear family. A nuclear family is a group or family that consists of a strong male father, a submissive female mother, and their dependent children. ItShow MoreRelatedThe Reality Of Television Shows962 Words   |  4 Pageswe see on television and magazines eventually becomes our standard of reality and desire. George Gerbner made that statement. He was a professor of communication, the founder of cultivation theory and a media critic. I agree with him, what the media shows us is what becomes norm in our lives, because the media can shape how we view certain things and how we feel about ourselves, changing our reality at a whim or over time. Television shows are very influential, especially reality TV shows, more specificallyRead MoreTelevision And Reality Television Shows Essay1776 Words   |  8 Pagesviewers’ lives. People do not just watch a television show, they tend to normalize the characters and their roles into their day to day lives. When analyzing the media and focusing on drama and reality television shows, the impact that these shows have on some of their women viewers are noticeable. Television drama shows are fictions that the average person can relate to. They are made with real life problems that people can sympathize with. Television dramas have become the newest therapy to peopleRead MoreThe Reality Of Television Shows1276 Words   |  6 Pages This Is What The Reality Of TV Is. The popularity of reality TV shows lately do not amaze me, in the society today, people admire excessive pride than high moral standards. A lot of shows which need to be cancelled portray and teach a lot of bad behaviors. Although these reality TV shows may make us laugh or even amaze us with its characters, who are bad influences to the society especially children. These shows gives us a picture of how people are drasticallyRead MoreThe Reality Of Reality Television Shows Essay2087 Words   |  9 PagesReality TV shows are a type of program that film real/ordinary people, with a notion of entertainment than information. These programs attempt to show how an ordinary person behaves or react in their daily life or in certain situation. Shows that promise more drama, suspense, romance, laughter, etc. that one could relate to real experiences, is what audience enjoy. Reality TV shows are a genre in which real people are shadowed closely by cameras. Television shows have the power to shape one perspectiveRead MoreThe Reality Of Television Shows1374 Words   |  6 Pagesfavorite television shows. These people sit down with snacks in hand, waiting for new drama to unfold. A 2015 study found that the majority of the viewers are women and some of the most popular television shows are based on crime drama (Parrott 70). It does not matter if the shows are complete fiction or narratives and reenactments of a real crime that has taken place. The gore, violence, and pure disgust keeps these viewers coming back week after week. These crime-based television shows portray womenRead MoreThe Reality Of The Television Show Friends1385 Words   |  6 Pages Friends is a popular American television show that aired on NBC. The show first aired on September 22nd 1995 and the last episode aired on May 6th 2004. The show lasted ten years, which covered two decades, and covered a lot of what is considered to be America’s culture today. The producers of the show wanted to represent what people’s lives of that age and time were like on a daily basis; the purposelessness, the non-stop coffee drinking, the quest for spouses, and the feeling that they were â€Å"stuckRead MoreEssay on Reality Television Shows1317 Words   |  6 Pagesrecently related to those figures, involved in Reality TV. There is no exact definition of Reality Television and people also have different opinions of what it is. But it tends be a combination of genres such as: documentary, drama and many other genre’s depending on the type show. It can also be described as ‘ a hybrid of non-fiction and entertainment elements’. Charlie Parsons, creator of the television show, Survivor defines reality TV as ‘Shows containing producer created environments thatRead MoreThe Effect of Reality Television Shows2018 Words   |  9 PagesTelevision has become a significant part of our daily lives.Despite vast internet network developments, many people in the world still spend significant timewatching television. According to the article â€Å"Television viewing at all-time high† from the Los Angeles Times, â€Å"†¦the average American now watches more than 151 hours of TV a month. That is about five hours a day†. (www.latimes.com). People still get important information from their TVs and are also entertained from this same source. TelevisionshowsnowadaysRead MoreThe Concept Of Reality Television In The Truman Show And The Truman Show742 Words   |  3 PagesThe concept of reality TV was amplified with the film The Truman Show in 1998. On television, it is largely debated which show was the first â€Å"reality TV show† since some may class them anywhere from ga me shows to documentaries, such as â€Å"Survivor† or â€Å"COPS†. Reality TV centers around characters who engage in current day life and situations, often true situations which are unscripted and spontaneous, captivating audiences by putting them in the shoes of cast members to see if they judge situationsRead MoreThe Reality Of Television Shows Influences The Politics And The Culture Essay1446 Words   |  6 PagesReality television shows are the usual genre of programs in the 21st century. These programs show the reality of what happens in real life. They are not like movies or series that are being acted or are done based on actual stories. The characters shown in these shows are the real people who act. Keeping up with Kardashians, Love and hip-hop, and the Police women of Cincinnati are some of the recent reality TV shows that are aired on American TV channels. Keeping up with the Kardashians is about

Antibiotic Resistance for Gowns and Plastic Aprons - myassignmenthelp

Question: Discuss about theAntibiotic Resistance for Gowns and Plastic Aprons. Answer: What I would suggest for minimising antibiotic resistance The suggestion is personal hygiene of healthcare workers to prevent nosocomial infections and reduce prescription of antibiotics. In this case, personal hygiene would include cleaning and disinfection of gowns, plastic aprons and uniforms. It would also include cleaning hands before and after attending to a patient. Transmission of health-associated pathogens tends to happen through hands because the healthcare providers hands may be contaminated through direct contact with a patient or indirectly from touching colonised surfaces. According to World Health Organization, a significant number of patients are affected by healthcare-associated infections, most of which are caused by multidrug-resistant (MDR) pathogens (WHO, 2014). Hence, healthcare professionals play a major role in transmitting MDR pathogens, which are thought to originate from the endogenous flora of patients (Caron Mousa, 2010). This suggestion does not ignore that gloves are used to prevent cross-contamination in hospitals. The gloves cannot be used as a substitute for hand hygiene since there is a risk of contamination when removing the gloves. This suggestion would help to minimise the use of antibiotics and address the issue other resistance in the long run. Why Cabapenemase Producing Organisms (CPOs) are difficult to treat CPOs are difficult to treat since they are resistant to most antimicrobial therapies. Due to their multidrug-resistant nature, gram-negative pathogens are often treated with carbapenem antibiotics. However, CPOs are becoming difficult to treat because they produce carbapenemases, an enzyme that hydrolyses carbapenems (Sekirov et al., 2016). CPOs also tend to be resistant to multi-therapies. Bibliography Caron, W. Mousa, S., 2010. Prevention strategies for antimicrobial resistance: a systematic review of the literature. Infection and drug resistance, 3(1), pp.25-33. Sekirov, I. et al., 2016. Epidemiologic and Genotypic Review of Carbapenemase-Producing Organisms in British Columbia between 2008 and 2014. Journal of clinical microbiology, 54(2), pp.31727. WHO, 2014. Good hand hygiene by health workers protects patients from drug resistant infections. [Online] Available at: https://www.who.int/mediacentre/news/releases/2014/hand-hygiene/en/ [Accessed 10 October 2017].

The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty Essay Example

The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty Essay International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty Maznah Wan Omar Universiti Teknologi MARA Kedah Peti Surat 187, 08400 Merbok, Kedah, Malaysia [emailprotected] uitm. edu. my ABSTRACT Loyal customers are among the greatest revenue producer and are more likely to occur in a form of word-of-mouth. In the compound and vibrant Malaysian home computer retail market today, customer loyalty through word-of-mouth marketing tends to occur very slowly and is limited geographically but is a very potent method of marketing. The influence of cognitive and emotional satisfaction on the relationship between salesperson presentation skills and customer’s loyalty through intention to promote by word-of-mouth is vital. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer loyalty in a retail setting more than the emotional reaction. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers. Keywords: Adaptive selling skills, sales presentation skills, Customer satisfaction, Customer loyalty INTRODUCTION As competition deepens, products and services become more indistinguishable, and markets become established, it is becoming increasingly tougher for companies in retailing industries to distinguish themselves from other stores. Simply offering customers with technical solutions to problems does not be sufficient anymore to be competitive and obtain and retain market share. Various value-added services, which commence before the actual operation begins, had gone far beyond it, so as to stay competitive and develop customer loyalty. Research and business customs have shown that upholding customers through value-added services costs less than obtaining new ones (Wetzels et al. , 1998). A prevailing belief holds that an essential key to performance rests with the ability to sustain 1 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 ustomer relationships (Anderson et al. , 1994). Correspondingly, as relational value continues beyond price, customer bond are particularly effective when involved in long-term relationships (Wood, 1995). LITERATURE REVIEW Salesperson Behavior Performance In recent years, a number of authors have been confronted with this issue of the changing role of the sales force. Up-and-coming trends of the extent and scope recorded above require a re-evaluation of the activities that salespeople must execute in order to successfully build and manage customer loyalty. We will write a custom essay sample on The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Marshall et al. , (1999), interviewed a diversity of professional salespeople to give evidence for 49 new sales activities that were not pointed out in Moncrief’s (1986) original list. These latest activities fall into the following main categories: communication technology, selling technology, activities related to adaptive and consultative selling, and team-oriented activities. Many of the specific activities within these categories involve skills and content knowledge dissimilar from those traditionally observed in the past as key salesperson success factors. This study therefore will consider how cognitive and emotional satisfaction mediates the relationship between salesperson presentation skills and customer’s intention to word-of-mouth. These situational factors have not been considered in prior research and provide new avenues for examining salesperson presentation skills in Malaysian market and its consequences. Additionally, as most studies have considered salespeople as their unit of analysis, this study will add to the small but imminent body of research that investigates performance and effectiveness relationships at the customer’s level. Formation of loyalty through satisfaction It is by and large believed that satisfaction leads to repeat purchase and positive word-of-mouth recommendation, which are the main indicators of loyalty. Marketing literature has paid much attention to the relationship between customer satisfaction and loyalty (Chi, 2005). A number of studies have confirmed a significant positive relationship between customer satisfaction and loyalty/retention (Chi, 2005). If consumers are satisfied with the product or service, they are more likely to carry on purchasing, and are more willing to spread positive WOM. Salesperson presentation skills Churchill et al. , (1997, p. 367) define selling skill as a salesperson’s â€Å"learned proficiencies at performing job activities,† and describe Salesperson presentation skills as the skills that are associated to successfully conducting the personal selling process (i. e. the series of interconnected steps that salespeople generally use to link with the influence customer). 2 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. , No. 2: E5 Recognizing the importance of salesperson presentation skills, Marshall et al. (2003) gathered and ranked sales manager perceptions of â€Å"success factors† that contribute to salesperson job performance. They report that managers feel that six specific salesperson presentation skills: listening, adaptive selling, handling objections, closing, negotiating, and prospecting (in descending order of perceived importance) are highly important t o salesperson performance (Johlke, 2006). Accordingly, this group of salesperson presentation skills will be used at the heart of the hypothesized model. Customer satisfaction The importance of customer satisfaction to the success of consumer goods manufacturers (Burns Neisner, 2006) and to the success of retailers (Darian et al. , 2001) has been well documented. Customer satisfaction is regarded as a primary determining factor of repeat shopping and purchasing behavior. The greater the degree to which a consumer experiences satisfaction with a retailer, for instance, the greater the probability the consumer will revisit the retailer (Burns Neisner, 2006, p. 49; Wong Sohal, 2003). In summary, we note the distinction between transaction-specific and overall satisfaction, and for this study, we adopt the broader definition of satisfaction whereby the overall measure is an aggregation of all previous transaction-specific satisfaction, and involves both cognitive and affective components. Recently, the overall measure has been shown to be a better predictor of repurchase intentions (Jones Suh, 2000). Research Framework and Hypotheses Based on the review of literatures concerning the study variables on salesperson presentation skills, customer satisfaction, and customer’s intention to word-of-mouth, the theoretical framework for this study was developed based on Oliver’s (1997, p. 392) Cognitive-Affective-Conative Behavior pattern model. This research model has been adapted and used in this study. Relationship between Salesperson presentation skill and Intention to WOM Although a customer’s personality and the employee’s customer orientation were considered an important antecedent to relationship strength, salesperson presentation skill rather than his/her personality would perform a greater part in determining relationship strength (Foster Cadogen, 2000). Salespersons are social actors who learn behaviors that are appropriate to the positions they take up (Bove Johnson, 2000). In other words, salesperson can be motivated to adapt their behavior to situational requirements in spite of personal preferences (Bove Johnson, 2000). To date, there is a lack of studies investigating the numerous aspects of service that are imperative to customer retention (Zeithaml, 2000)? Furthermore, the different outcomes (i. e. 3 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 attitudinal and behavioral) of relationship strength are left predominantly unexplored in the relationship marketing literature. In addition, there is a lack of studies that explore the impact of factors such as salesperson presentation skill on customer’s intention to WOM. Conclusively, there is little empirical work investigating customer relationship economies, which is the link between attitudinal measures (i. e. salesperson presentation skill, customer satisfaction) and behavioral measures (i. e. customer loyalty, intention to repurchase, intention to WOM, and long-term customer relationship profitability), Wong and Sohal, (2006). Therefore, in line with the above reasoning’s and findings, it is conjectured that: H1: There is a direct positive relationship between salesperson’s presentation skills and intention to word-of-mouth (WOM). Relationship between Customer satisfaction and customer’s intention to WOM Customer satisfaction is important to marketers because it is usually assumed to be a significant determinant of recurring sales, positive word-of-mouth, intention to repurchase, and customer loyalty. It is worthy to consumers because it reflects a positive outcome following the outlay of limited resources and/or the positive accomplishment of prior needs. As a consequence, maximizing satisfaction is seen as a significant objective, collectively for both the firm and the consumer (Mouri, 2005). Likewise, theory suggests that satisfaction feeds back into the system to influence ensuing intentions and behaviors (Wallace et al. , 2004). Customer’s satisfaction with the shopping experience should reflect well on the retailer. An increase in satisfaction has been shown to result in increased customer loyalty (Donio et al. , 2006). From the above arguments it is hypothesized that: H2: There is a direct positive relationship between customer satisfaction and intention to word-of-mouth. H2a: There is a direct positive relationship between cognitive satisfaction and intention to word-of-mouth. H2b: There is a direct positive relationship between emotional satisfaction and intention to word-of-mouth. The mediating effect of Customer Satisfaction on Salesperson presentation skill and Customer’s intention to WOM relationship. Overall satisfaction with an experience does lead to customer loyalty (Caruana, 2002). Bearden and Teel (1983) argue that customer satisfaction is imperative to the marketer because â€Å"it is generally assumed to be significant determinant of repeat sales, positive word of mouth, intention to repurchase, and consumer loyalty†. Similarly, Bloemer and Poiesz (1989) have also argued that â€Å"satisfaction can be thought of as an important determinant of customer loyalty†, while Selnes (1993) argues that it is satisfaction with a brand or service that leads to 4 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 customer loyalty. This view is also supported by Dick and Basu (1994). LaBarbera and Mazursky (1983) show empirically that brand and service loyal customers had a lower probability to substitute brands or service due to higher levels of satisfaction. On the basis of the above findings, customer satisfaction is indicated as having a function and acting as a mediator in the link between salesperson presentation skills and customer loyalty (Lim, 2004). Therefore, in line with the above reasoning’s and findings, the following were hypothesized: H3: Customer satisfaction mediates the relationship presentation skills and intention to word-of-mouth. H3a: between salesperson Cognitive satisfaction mediates the relationship between salesperson presentation skills and intention to word-of-mouth. H3b: Emotional satisfaction mediates the relationship between salesperson presentation skills and intention to word-of-mouth. METHODOLOGY Sampling Design To have a representative finding, the sampling technique used must be objective. This is an important effort adopted by most researchers in order to furnish a finding pertinent to the general. To choose the sample for this study, probability random sampling was used. A probability sample is necessary if the sample is to be representative of the population (Reeves, 1992). Therefore, a two-stage systematic sampling technique is employed in this study. Population and sample size In determining the sample size for this study, sample size selected was based on the criteria set according to Sawyer and Ball (1981). According to Sawyer and Ball (1981), it is estimated that a proportion of 13% of the explained variance to effect size values is a medium effect size for regression analysis. One common measure of effect size is eta squared. Eta squared represents the proportion of variance of the dependent variable that is explained by the independent variable (Pallant, 2005). According to Cohen (1988), the strength of the effect size are interpreted as follows; 0. 01 = small effect size, 0. 06 = moderate effect size, and 0. 14 = large effect size. Thus five independent variables were used and using the statistical significance of 0. 05 (95% confidence level) and an effect size values of . 13 is found to be truly sufficient and not by chance. Goodness of Measure In determining the goodness of data for the study, factor analysis and reliability analysis were performed. Factor analysis was used to assess the convergent validity of the items used in the 5 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 questionnaire while Cronbach’s alpha was performed to examine the internal consistency of the factors obtained. The result of the reliability test are presented in Table 1 Table 1. Reliability Coefficients for the Variables in the Study Construct/Variables Number of Items 3 Cronbach’s Alpha . 75 Mean Std. Dev Sales Presentation skill/Knowledge 3. 78 0. 72 Customer satisfaction Emotional Satisfaction 4 . 84 4. 10 0. 64 Cognitive Satisfaction 4 . 76 3. 85 0. 58 Customer loyalty Word-of-mouth (WOM) 2 . 69 3. 93 0. 59 Note: All items used a 5-point Likert scale (1 = strongly disagree and 5 = strongly agree) The result of the reliability analysis sum up in Table 1 confirmed that all the scales shown, reveal a high internal consistency and reliability with Cronbach’s alpha values higher than the minimum perimeter, (Cronbach’s alpha gt; 0. 60). Research Findings and Discussion Hypotheses Testing Multiple regression tests were conducted in order to test the relationship between the predictor variable and the criterion variable. Respondents’ demographic variables such as salesperson are younger or older than the customers, gender, and ethnicity were statistically controlled (Connel et al. , 2003; Hemdi, 2006). Hence, these variables were entered into the regression equation in the first step. The predictor variables were entered in the second step. The following Table’s below summarizes the result of the analyses. Regression Analysis with Control Variables The relationship word-of-mouth between salesperson presentation skills and intention to Table 2. Results of hierarchical regression analysis of salesperson presentation skills on intention to word-of-mouth Predictors Step 1: Control Variables Younger or older Gender Ethnicity 6 Model 1 Std. ? -. 05 -. 01 . 09 Model 2 Std. ? . 01 -. 01 -. 02 www. macrothink. org/ijmis International Journal of Management Innovation Systems ISSN 1943-1384 2009, Vol. 1, No. 2: E5 Step 2: Sales presentation skills R? Adj. R? R? Change F-Change Note. Significant levels: *p