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COM 597, Fall 2011 – Reading Guide Questions for October 3

For Fonner & Timmerman (2009:

1. Upon reading the section entitled "Organizational Newc(ust)omers) in the Service Setting" (pp, 245-246), do you agree with their premises that service exchanges are co-created between cistomer/client and service provider and customers/clients are therefore "a form of human resource?"  What examples can you think of?

2. Upon reading the section entitled "Organizational Socialization" (pp. 246-247), how do you get socialized as a customer/client?  As a student at IPFW?

3. Upon reading the section entitled "Customer Information Seeking" (pp. 247-248):

    a. What's the distinction among overt, indirect, third party, testing, and observing tactics?  What are examples of each you engage in?
   
    b. How does the notion of "perceived social costs of info seeking" implicate the notion of multiple goals  of communication we discussed at the beginning of the semester?

4. Read Tables 2 and 3 (pp. 252-255) to see how they operationalize their variables.  This is more of a reading hint than a question.  Sue me.

5. What is "servicescape" (p. 253)?  Does IPFW do a good job of it from your perspective?

6. Let's fast forward to the Discussion on pp. 262-265.  Translate each of the six conclusions into English (well, into your own words) and suggest implications for each for IPFW's customer service.

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

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