Trident MGT402 module 2-4 cases

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:

An 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:

1. Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
2. Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
3. Writing: Is the paper clear and well written with an academic tone?
4. Use of Sources: Did the student apply recent, relevant sources to support key points?
5. Mechanics: Was the paper properly formatted to include proper use of in-text citations?

MANAGING THE CUSTOMER EXPERIENCE

Case Assignment

Review the following case study. Note that there are several media sources available for you to get to know this case study:

Anonymous (n.d.). Providing a customer-centric service: A Zurich Case Study. The times 100 Business Case Studies. Retrieved from: http://businesscasestudies.co.uk/zurich/providing-a-customer-centric-service/introduction.html#axzz2LZe3EHzI

In a 3- to 4-page paper discuss the efforts put forth by Zurich to manage the customer experience and assess whether they are doing all they can do in this regard. Please provide a well-reasoned assessment and make sure you support your assessment with background readings. Finally, compare and contrast between the concepts of ‘Customer Experience Management’ and ‘Customer-centric’ organizations.

Assignment Expectations

This paper should be written in your own words and include:

An 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:

1. Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
2. Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
3. Writing: Is the paper clear and well written with an academic tone?
4. Use of Sources: Did the student apply recent, relevant sources to support key points?
5. Mechanics: Was the paper properly formatted to include proper use of in-text citations?

CUSTOMER SERVICE AND SOCIAL MEDIA

Case Assignment

Consider the Kaiser Permanente case described in the case study article by Kiron. Develop a 3- to 4-page argumentative essay arguing in favor of, or against the following statement: Social media can be very useful in enhancing the customer experience. Use examples from the Kaiser Permanente case described in the case study article by Kiron.

Assignment Expectations

This paper should be written in your own words and include:

An 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:

1. Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
2. Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
3. Writing: Is the paper clear and well written with an academic tone?
4. Use of Sources: Did the student apply recent, relevant sources to support key points?
5. Mechanics: Was the paper properly formatted to include proper use of in-text citations?