Writing a journal entry in an undergraduate or graduate-school program is a less formal reading and writing assignment.

The goals of the Journal Entry are for you to show that –

• You have read and understood the assigned reading
• You can produce your own thoughts, observations, comparisons, or criticisms of the assigned reading.

First, read and make sure you fully understand the assigned text.

Second, write a response to the assigned reading. This is called a journal entry.

*Do not write a lot of sentences that summarize the reading. Your professor knows the assigned reading very well.

**Most of your sentences should explain your thoughts about the reading.

Below are some guiding questions for writing a journal entry. Try to answer most (or all) of these questions.

After you answer the questions, you are ready to write your Journal Entry. Delete the questions, and use your answers to write three or four paragraphs that discuss the reading.

1. What is the topic of this reading assignment?
2. What did you learn from this reading assignment?
3. Why did the author write this text? (Possible answers are to explain something, to persuade the reader about something, or to make the reader want to do something.)
4. Did anything surprise you in the reading? If yes, what surprised you?
5. What parts of this assigned reading did you like the best, or what was the most interesting part? Why?
6. Is the assigned reading similar to – or different from – other information that you have read?)
7. What would you change in this reading if you wrote it? What could the author have done to make this reading better, more understandable, or more interesting?

1. Are there parts of the text that you did not understand? What were they?
2. Was there something you read that you want to know more about? What was it?

Original Work Please

Would like to use The Coffee Bean and Tea Leaf as reference. But am open to other suggestions.

Write a 700- to 1,050-word paper using information from the service company you work for, or a service company with which you are familiar.

Include the following in the paper:

• What is your perception of the service the operation provides?
• Discuss the service the operation provides to their customers.
• How do the mission, strategies, goals, and tactics of a company determine the management of the organization’s service expectations? Explain.
• Define three types of service operations. Compare and contrast them.

Provide 3 to 5 examples of how service expectations are established within your organization.

Format your paper consistent with APA guidelines.

Click the Assignment Files tab to submit your assignment.

I have attached the grading guide that the instructor added for us.

To get what you want, you need to develop your ability to influence others and gain power through politics. It is helpful to read about these topics and how to improve your skills, but unless you apply the concepts in your personal and professional life, you will not develop these skills.

This preparation covers three skills, each with two activities. The first activity is to develop a general guide to daily actions you can take to increase your influence, power, and/ or understanding of politics. The second is to think of a specific situation in the future, and develop a plan to get what you want.

Influencing

• Write down the influencing tactic that you are the strongest at using
• The weakest
• The one you would like to improve on: (it does not have to be your weakest).
• Review the ideas for using this tactic, and write down a few ways in which you will work at developing your skill.
• Think of a specific situation in the near future in which you can use this tactic to help you get what you want. Briefly describe the situation, and explain how you will use this tactic—-what you will say and do, and so on.

Power

• Write down the one type of your power you would like to improve on
• Review the ideas for increasing this type of power, and write down a few ways in which you will work at developing your power.
• Think of a specific situation in the near future in which you can use this type of power to help you get what you want. Briefly describe the situation, and explain how you will use this tactic—-what you will say and do, and so on.

Politics

• Write down the one area of politics you would like to improve on
• Review the ideas for using this type of politics, and write down a few ways in which you will work at developing your skill.
• Think of a specific situation in the near future in which you can use this type of politicking to help you get what you want. Briefly describe the situation, and explain how you will use this tactic—-what you will say and do, and so on.

Assessment Requirements

Length: 3-5 pages, plus title page and reference page. Follow standard APA format for margins, font sizes, spacing, etc. It should include the necessary elements of a research paper including a title page, abstract, and works cited.

Works Cited Expectation: 3 minimum

Need it with no plagarism.

1. The author argues that feedback can be seen as a form of ______________.
a. complaining
b. argument
c. unwanted input
d. coaching

2. Open communication occurs best when:
a. people feel their opinions are valued.
b. people feel they will be rewarded, or at least not punished, for their opinions.
c. both a and b
d. neither a nor b

3. Feedback is a form of:
a. advertising.
b. complaining.
c. resolving concerns.
d. coaching.

4. A business that is “reluctant compliant” will:
a. comply with the rules of customer service.
b. make a half-hearted effort at customer service.
c. be reluctant to assist customers.
d. require reluctant employees to comply with customer satisfaction measures.

5. What percent of customers whose complaints are dealt with report a willingness to do business
with a company again?
a. 35%
b. 80%
c. 70%
d. 90%

6. The real issue when working with customer solutions is:
a. not whether the customer is right.
b. making sure the customer feels justified and helped.
c. both a and b
d. neither a nor b

7. The three-step process for acting on complaints does NOT include:
a. restating the problem.
b. feeling empathy.
c. resolving the problem.
d. offering something more to exceed expectations.

8. The average company loses ______ or more of its customers every year.
a. 7%
b. 20%
c. 75%
d. None of the above.

9. Customer recovery is best defined as:
a. getting back customers who have defected to another business.
b. the effort to satisfy unhappy customers to prevent their leaving.
c. both a and b
d. neither a nor b

10. Deciding that the customer is always right is:
a. less effective than deciding to always solve the problem.
b. the best way to keep customers loyal.
c. difficult to do, but important.
d. All of the above.

11. Positive language conveys more of what than negative language?
a. Productive attitude
b. Helpfulness
c. Information
d. All of the above.

12. A good strategy with an angry customer is to:
a. let them blow off steam until they calm down.
b. remember that they are no longer rational.
c. be supportive once they start listening.
d. All of the above.

13. The letter “E” in the LIFE acronym stands for:
a. excellence (in service).
b. exceptional value.
c. essence of value.
d. expectations.

14. Which of the following examples is NOT an example of something a company can do to
enhance extrinsic value?
a. Multiple varieties
b. Packaging
c. Guarantees
d. Add-ons

15. Customers will perceive long-term warranties as:
a. an unnecessary expense.
b. a method used by the company to gouge the customer.
c. extremely valuable.
d. of higher value than short-term warranties.

16. To enhance value through goodness of product fit:
a. make sure you have responded to customer comments and altered your product or
service accordingly.
b. think of customers as individuals, not demographic groups.
c. back up your product with a clear warranty so your customer will feel comfortable being
able to fix a poor fit.
d. think of ways to allow customers to customize your product or service.

17. Industrial intimacy:
a. means allowing customers to select from menus of product characteristics.
b. comes from better understanding of the specific needs and wants of customers.
c. comes from focusing on what is important to the customer.
d. All of the above.

18. Customers of online stores have come to expect e-tailers to send immediate email
acknowledgments showing:
a. status of the order.
b. shipping dates.
c. costs.
d. All of the above.

19. Communication efficiency is a ratio of the costs of:
a. communicating relative to the number of people reached by the message.
b. a communication medium relative to the credibility of that medium with the target
audience.
c. both a and b
d. neither a nor b

20. Communication effectiveness is NOT best achieved when the message is:
a. received by the intended people.
b. efficient.
c. remembered.
d. used.

21. The best companies to work for:
a. typically use multi-faceted employee training.
b. allow employees to train themselves using on-the-job training.
c. treat employees as hired hands.
d. None of the above.

22. Clear business communication doesn’t mean:
a. avoiding jargon.
b. being abrupt.
c. avoid using stock numbers or abbreviations.
d. All of the above.

23. Which of the following failings is NOT a hindrance to clear communication?
a. failure to express appreciation
b. failure to offer an alternative solution
c. failure to provide a reasonable explanation
d. failure to get to the point

24. The concept of bringing customers together to share or disseminate information is:
a. old fashioned.
b. inconvenient for customers.
c. a user group.
d. an unwelcome intrusion from a customer’s point of view.

M
25. Critical actions in e-commerce include:
a. making customer support easily accessible.
b. honoring the customer feedback loop.
c. neither a nor b
d. both a and b

For this assignment, go to the Yahoo Stock Screener and use this page to find a publicly traded company that you find interesting and would like to study for this class. The company should not be a bank or a financial institution of any kind including insurance companies.

Write a two to three page paper discussing what you find interesting about this company, and whether or not you think this company will have a successful future. Get to the company’s web site, into the “investors relations” section and provide some financial highlights of your company for the past year. Indicate which stock exchange the company is listed on and what was the past 12 month rate of return (% gain or loss) to investors who bought shares of this company a year ago and sold the shares yesterday. This rate of return is called the one-year Holding Period Return, or HPR. Also state what is the most recent price of the shares on the company?

In addition discuss briefly some information about the top management team including the CEO and CFO. If there are any issues involved with the company that relate to the issues discussed in the case assignment, mention them briefly as well.