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COM 597, Fall 2011 – Reading Guide Questions for October 24

For Turner & Krizek (2006):

1. What are the two dimensions of customer service quality they identify in the literature?  What distinctions that we've read about here (and in other communication classes) does this remind yo of?

2. The authors have both conceptual complaints and methodological complaints about the way customer satisfaction has traditionally been assessed.  Explain both in your own words.

3. For those of you who have had an undergrad org com class, this will be review: Explain Herzberg's hygiene and motivation factors.  And for those of you who remember from undergrad org com, what are examples of each in the workplace context?

4. What do they mean by "meaning centered?"  What overarching research question are they trying to answer?

5. What's different about how they gathered and analyzed their data?  And how did they use Herzberg?

6. What is surprising about what they found?  What isn't?  Would they been able to make these findings by traditional methods?

7. Does their finding on the relationship between satisfaction and dissatisfaction ring true to you?  Does it apply just to health care or in other contexts as well?

8. As a student of communication, is their method more or less appealing than the traditional method?  Is your answer the same from your perspective as a service provider and someone who may someday (or already does) supervise service providers?  How about from your perspective as a customer/client?


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