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COM 597, Fall 2011 – Reading Guide Questions for September 19

For Bolkan & Daly (2009)

1. How have you seen this dilemma they describe on the bottom of p. 21 and top of p. 22, manifest itself?  The dilemma holds that if customers/clients don't complain, there's no opportunity to resolve the grievance, but if the service provider responds well to a complaint, they can actually enhance loyalty.

2. How are the three multiple goals implicated by this dilemma and by the definition of predicament (p. 22)?

3. In your own words, what are the basic premises of Expectancy Violation Theory?  What do they say are EVT's implications for customer service in general and this study in particular?

4. What do they identify (p. 23) as the three different types of explanations?  How do they distinguish among the three?

5. What are the three components they identify from the literature as making an explanation effective (pp. 24-25)?  To what extent are these factors with the notion of communication competence as we've discussed it in this class?

6. What does the literature lead them to (generally) hypothesize?  What's the research question (pp. 25-26)?

7. How'd they gather their data?  From whom?  And how'd they analyze it?

8. Were the hypotheses supported?  How'd they answer their research question?

9. Which lessons in the discussion session were news to you?  Which were unsurprising?

10. How do the "practical applications" relate to the two bedrock notions (multiple goals, communication competence) with which we started the semester?

11. What did I miss in this reading that we should talk about?  Please don't say "nothin'!"


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