Case Analysis

Dave is a driver for Empire Courier Service. Around the company, Dave is known as sort of a hothead. During his previous employment at another company, Dave had been involved in a workplace fistfight with a fellow employee, resulting in criminal charges.

One day, between deliveries and in a company vehicle, Dave decides to get lunch. While leaving the parking lot at Big Burrito Bistro, the favorite lunch spot for most Empire Courier employees, Dave negligently causes a car accident with another vehicle, resulting in injuries to Victor, the driver of the other car. As Dave and Victor are waiting on the side of the road for the police to arrive, Victor comments to Dave, “Oh, you drive for Empire Courier Service. It doesn’t surprise me that Empire hires bad drivers because their service stinks, and their prices are too high!” Dave is so offended that Victor would insult his employer’s professional reputation that he punches Victor in the face, causing Victor to suffer even more injuries. Empire Courier Service does not, as a matter of policy, do criminal background checks on its employees.

Considering the legal principles discussed in Chapter 20, explain who is liable for Dave’s negligence for causing the car accident, and explain who is liable for Dave’s intentional tort for punching Victor. Provide your answers in a case analysis of a minimum of 500 words. Cite any direct quotes or paraphrased material from outside sources. Use APA format.

 

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his week, we focused on motivation. Select one of the theories you read about in this week’s interactive lecture, either a content or a process theory:

• Major content theories:  Maslow’s Hierarchy of Needs, Alderfer’s ERG Theory, Motivation-Hygiene Theory
• Major process theories: Expectancy Theory, Equity Theory, Goal-Setting Theory

Provide the following:

• A brief summary of the theory
• An example of a workplace practice in which you see that theory being used

Please make sure your initial post and two required response posts are substantive. A substantive post answers the questions presented completely, asks an interesting, thoughtful question pertaining to the topic, or answers a question (in detail) posted by another student or the instructor.

 

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Write a 1,050-word report in regards to Walmart and do the following:

• Evaluate the internal and external environments of your selected company using an environmental scan.
• Analyze the competitive advantage of your selected company.
• Evaluate the strategies your selected company uses to create value and gain competitive advantage.
• Examine the measurement guidelines your selected company uses to verify its strategic effectiveness.
• Evaluate the effectiveness of the measurement guidelines your selected company uses.

Cite 3 scholarly references, including at least one peer-reviewed reference from the University Library.

Format your paper consistent with APA guidelines.

 

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1. The ultimate goal of customer service is to:

a. create customer loyalty.

b. increase the number of customers.

c. create partnerships with customers.

d. stay “in the black.”

2. A business will lose 10–30% of its customers in what time frame?

a. every year

b. every four years

c. every ten years

d. over its lifetime

3. In the example in the text, a dissatisfied customer at Happy Jack’s store could cost the store

how much in revenues and other lost customers over a ten-year period?

a. $43,000 and 12 other lost customers

b. $86,000 and 15 other lost customers

c. $198,000 and 21 other lost customers

d. $442,000 and 17 other lost customers

4. Among the issues of dealing with the “baby boomer” generation is the consideration that:

a. their buying habits are different from today’s youth.

b. their values are different from their parents’ values.

c. they behave differently from their parents’ generation.

d. they buy the same items we all buy.

5. Customer loyalty is NOT:

a. customer satisfaction alone.

b. repeat buying alone.

c. a large share of the market.

d. All of the above.

6. Customer loyalty is:

a. driven by overall satisfaction.

b. a measure of how satisfied a customer is.

c. a reflection on the overall customer service of a business.

d. All of the above.Unit 1 Examination

27

MKT 121 Customer Service

7. An __________________ with customers is crucial to building loyal relationships.

a. emotional connection

b. frequency

c. financial agreement

d. None of the above.

8. The Gallup organization studied the impact of customer _____________ on long-term customer

loyalty and profitability.

a. satisfaction

b. engagement through emotional attachment.

c. commitment to buy again.

d. None of the above.

9. Behavior is:

a. the characteristics that define people.

b. what people do.

c. attitudes that cause people to feel things.

d. All of the above.

10. Any customer will encounter two personalities when doing business with an organization:

a. The personality of the individual who serves the customer and, indirectly, the personality

of the server’s boss.

b. The personality of the server and the personality of the non-work people who affect the

server.

c. The personality of the server and the personality of the organization.

d. The personality of the server and the customer’s own personality during the interaction.

11. Former New York Mayor, Ed Koch, was famous for asking:

a. “Whaddya think?”

b. “How’m I doing?”

c. “Where ya’ been?”

d. “Why’d you come?”

12. Which phrases can inoculate against buyer’s remorse?

a. “You’ll feel good about this later.”

b. “I’m sure you’ll get many hours of enjoyment out of this.”

c. “Just let the wife see it in place, then she’ll like it.”

d. “Wow! Now that is a good decision.”Unit 1 Examination

28

MKT 121 Customer Service

13. To let a caller know when the call is over:

a. ask him/her, “Well, is there anything else today?”

b. tell him/her, “If you’re about done . . . .”

c. tell him/her, “Thank you for calling . . . .”

d. None of the above.

14. Excellent organizations are:

a. staffed by people who project utmost professionalism.

b. led by people who have the customer’s best interest at heart.

c. ordered by people who place a high emphasis on demeanor.

d. fun places to work.

15. A company’s culture is made up of:

a. its behavior patterns.

b. the company’s vision and mission statement.

c. the image the CEO wants to project.

d. whatever the board of directors says it is.

16. Which of the following factors does NOT complicate the listening process?

a. internal

b. environmental

c. external

d. interactional

17. Noises may be either environmental or:

a. internal

b. subliminal

c. structural

d. none of the above

18. In any conversation, much of what we communicate is/are:

a. facts.

b. feelings, impressions, and emotions.

c. unformed opinions.

d. unrehearsed thoughts.

19. Which of the following is NOT a reason for not seeking clarification in a conversation?

a. We think we will sound misinformed.

b. We think we can figure the message out on our own, eventually.

c. We don’t want to take the time or expend the effort to make sure we understand.

d. None of the above.Unit 1 Examination

29

MKT 121 Customer Service

20. The end result of CAA is that you:

a. have learned empathy for the other speaker.

b. have forced yourself to listen to ideas through someone else’s biases.

c. know more than one fact.

d. have sympathy for another’s emotions.

21. Taking notes during a conversation shows you are:

a. rude.

b. distracting.

c. good if you get it word for word.

d. committed to listening.

22. Listening is the only communication skill that is:

a. really important.

b. not natural.

c. easily acquired.

d. not formally taught.

23. When it comes to listening to others speaking:

a. people are capable of listening faster than others can talk.

b. we listen far more than we speak.

c. we speak more than we listen.

d. there is no correlation.

24. Self-protection means that we:

a. anticipate what we expect to hear.

b. plan responses to protect ourselves.

c. make sure we don’t say something stupid.

d. All of the above.

25. Changing channels does NOT stem from:

a. finding something new and interesting.

b. Over-fatigue.

c. finding the conversation dull.

d. thinking we know too much.

 

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discussion 1

28 28 unread replies. 34 34 replies.

Discussion 1 – Fundamental Theory of Exchange Due by Saturday, 11:59 p.m. (MT) end of Week 1

Fundamental Theory of Exchange

Discussion Forum Directions:

WHAT: You will be writing three or more discussion posts per week. Your main post must be two to three substantive paragraphs (250+ words) and include at least two APA-formatted citations/references. Please follow up with two subsequent replies to colleagues. Each reply should consist of a relevant paragraph containing 50 words or more.

WHY:Discussion questions are designed for you to demonstrate your knowledge and understanding of the weekly material. This forum provides an opportunity to develop ideas and concepts with your instructor and peers. This discussion format assists with development of communication skills and critical thinking necessary for success in the modern workplace.

HOW: Your posts should be substantive, demonstrate independent thought relevant to the topic, and encourage continued discussion. Please avoid simply repeating previous posts and agreeing. Provide supporting evidence for your ideas and opinions through the use of personal or work examples, relevant articles or websites, or concepts covered in the week’s readings. Best practice: compose and save your discussion post in a word processing document, then copy and paste it in the Discussion Forum.

WHEN: For full credit, your first post must be made by Wednesday at 11:59 p.m. (MT), and you must post the remaining two before Saturday at 11:59 (MT). You are expected to participate in the ongoing discussion on at least two different days during the week.

What

is the relationship between marketing and the fundamental theory of

exchange? How would a strong understanding of these two concepts change

your workplace? Are you willing to bring it up to your manager?

 

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