MGT402 MODULE 5 CASE & SLP

Module 5 – Case

MEASURING CUSTOMER SERVICE

Case Assignment

Read the following article found in the ProQuest data base. Discuss in a 3- to 5-page paper how measuring customer service effectiveness can enhance the customer experience. How do such measurements help to assure continuous improvement in an organization?

Klie, L. (2012). Customer service metrics that matter. Speech Technology, 17(6), 22-25. Retrieved from (Trident University Library via Proquest database).

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?

Module 5 – SLP

MEASURING CUSTOMER SERVICE

In the present SLP you are going to be asked to once again identify an external customer of your chosen organization and to evaluate the web site your external customers have access to from a customer service perspective.

Take a look at the following article and use the SERVQUAL or the ANSI tool (identified in your background readings) as a guide for assessing your organization. You will need to download the PDF file to view the entire article regarding SERVQUAL.

Van Iwaarden, J. and Van der Wiele,T., (2002). A Study on the Applicability of Servqual Dimensions of Web Sites. ERIM Report Series Reference No. ERS-2002-61-ORG. Available at SSRN:http://ssrn.com/abstract=371006

The SERVQUAL assessment tool has been around for quite some time and is used in academic research as a validated method for assessing customer service. You do not need to conduct a research project here. Also, don’t feel overly obligated to wade through all the statistical stuff in the article. Keep your focus on the discussion before and after the methods and results sections. Use the document as a general guide for assessing the web pages your selected customer sees.

SLP Assignment Expectations

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?

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.