MGT402 MODULE 2 CASE & SLP
Module 2 – Case
PSYCHOLOGY OF WAITING AND CUSTOMER CARE
Case Assignment
In this assignment you are asked to write a 3- to 4-page paper (not counting the title page or references) in which you address the following:
After reading the Norman article on the background page (and other background materials), describe three or four useful tools for making the wait at a large department store checkout line (or other relevant customer waiting scenario) more tolerable. Also discuss the concept of “Buffering” as described by Norman. How does this improve the waiting experience of customers?
Assignment Expectations
This paper should be written in your own words and include:
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Order Paper NowAn introduction stating the thesis, position, or central theme you plan to take or consider in your paper.
A main body that provides a cogent, well documented case in support of your thesis, position or central theme.
A conclusion concisely stating the main points of your analysis and the conclusions you reached.
Be sure to document your sources and provide in-text citations whenever you use information you obtained from a background reading or other outside source, as well as a separate reference list at the end of the paper. You MUST document where you got the information you are using in your papers! In-text citations are expected anytime you paraphrase an idea, or use data or information from another source. You must also limit using quoted material, and always use quotation marks and an in-text citation on the rare occasion that you quote another source verbatim.
The following criteria will also be used to assess your paper:
- Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
- Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
- Writing: Is the paper clear and well written with an academic tone?
- Use of Sources: Did the student apply recent, relevant sources to support key points?
- Mechanics: Was the paper properly formatted to include proper use of in-text citations?
Module 2 – SLP
PSYCHOLOGY OF WAITING AND CUSTOMER CARE
Waiting and availability are important concerns from a customer service perspective. This is also true from an internal customer service perspective. Groups within an organization that depend on each other come to expect a certain level of performance in relation to having
Consider a situation when a group within your chosen organization was unable to deliver in meeting the expectations of a ‘customer’ group in providing a needed product, resources, or service in a timely fashion ( … or consider a potential situation where this could happen).
In a 2 – 3 page paper, excluding the title page and references, describe the scenario and the ramifications to the ‘customer’ group and the organization. Identify and discuss any of the following “8 factors [that] make the wait seem longer” (Rubin, n.d.) listed below that apply to the situation. Make sure you provide some insight as to how the item(s) below applied to the scenario. Provide some insights as to what can be done from an internal customer service perspective to maintain good internal customer relations when a an internal service provider cannot deliver according to expectations.
- Unoccupied time feels longer than occupied time.
- People want to get started.
- Anxiety makes waits seem longer.
- Uncertain waits are longer than known, finite waits.
- Unexplained waits are longer than explained waits.
- Unfair waits are longer than equitable waits.
- The more valuable the service, the longer the customer will wait.
- Solo waits feel longer than group waits. (Rubin, n.d.)
Note: The Rubin article can be found in your background readings.
SLP Assignment Expectations
The following criteria will also be used to assess your paper:
- Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
- Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
- Writing: Is the paper clear and well written with an academic tone?
- Use of Sources: Did the student apply recent, relevant sources to support key points?
- Mechanics: Was the paper properly formatted to include proper use of in-text citations?
Your essay should be 2 to 3 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from J. Bravo’s article written in 2010, that section of text must be followed with (Bravo, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.
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