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COM 597 Course Schedule (subject to change)
 
R 1/14
 Introduction to the graduate program, the course, each other, and the subject matter
• Special guest: Dr. Steven Alan Carr, Director of Graduate Studies
(F 1/15
 Last day to add – Sun 1/17 is last day for full refund)
R 1/21
 Bedrock assumptions and introduction to ethnography and the research assignment
• Read Ford Preface, Ch. 1, and Ch. 2; and Eisenberg & Goodall, 2001
• Research Assignment Distributed
R 1/28
 More about service, with an emphasis on emotion
• Read Ford Ch. 3 and Ch. 4; and Miller & Koesten, 2008
R 2/4
 But is it a relationship?
• Read  Ford Ch. 7; and Ford 2001
R 2/11
 And if it is a relationship, how do you maintain it?
• Read Punyanunt-Carter, Planisek, & Cornette, 2006 and Sias, 2009
R 2/18
 Ethics
• Read Ford Ch. 5 and Ch. 6; Carlone (2008a); Carlone (2008b)
R 2/25
 Paper workshop I
• Research Proposal Due
• Take Home Midterm Distributed
R 3/4   
An alternative view
• Read Feuti, 2007
• Take Home Midterm Due
R 3/11 No class – Spring Break
R 3/18
 Customer/client satisfaction and loyalty I
• Read Ford Ch. 8 and Ford, 2003
(F 3/19 Last day to withdraw or change from credit to audit)
R 3/25
 Customer/client satisfaction and loyalty II
• Read Turner & Krizek, 2006; Koermer, Ford, & Brant, 2000; Koermer & Kilbane, 2008
R 4/1
 Impact on service providers
• Read Ford Ch 9 and Murphy, 1998
R 4/8 Paper Workshop II
• First Draft of Research Paper Due
• Take Home Final Distributed
R 4/15
 No class – Central States Communication Association Convention
R 4/22
 No class – Arts and Sciences Honors Banquet
R 4/29
 Student presentations
• Research Paper Due 
R 5/6
 Take Home Final Due

References

Carlone, D.  (2008a, April).  Ethics of customer service work.  Communication Currents.  Retrieved from http://www.communicationcurrents.com/print.asp?issuepage=90.

Carlone, D.  (2008b).  The contradictions of communicative labor in service work.  Communication and Critical/Cultural Studies, 5, 158-179.

Eisenberg, E. M., & Goodall, H. L., Jr.  (2001).  A field guide to studying organizational communication.  In Organizational communication: Balancing creativity and constraint (3rd ed.). (pp. 347-356).

Feuti, N.  (2007).  Pretending you care: the retail employee handbook (pp. 1-11, 111-130).  New York: Hyperion.

Ford, W. S. Z. (2001).  Customer expectations for interactions with service providers: Relationship versus encounter orientation and personalized service communication.  Journal of Applied Communication Research, 29, 1-29.

Ford, W. S. Z.  (2003).  Communication practices of professional service providers: Predicting customer satisfaction and loyalty. Journal of Applied Communication Research, 31, 189-211.

Koermer, C, Ford, W. S. Z., & Brant, C.  2000.  Toward the development of a service provider sociality scale and its relationship to customer satisfaction and loyalty.  Communication Research Reports, 17, 250-259.

Koermer, C. D., & Kilbane, M. (2008). Physician sociality communication and its effect on patient satisfaction. Communication Quarterly, 56, 69-86.

Miller, K. I., & Koesten, J.  (2008).  Financial feeling: An investigation of emotion and communication in the workplace.  Journal of Applied Communication Research, 36, 8-32.

Murphy, A. G.  (1998).  Hidden transcripts of flight attendant resistance.  Management Communication Quarterly, 11, 499-535. 

Punyanunt-Carter, N. M., Planisek, A., & Cornette, S.  (2006). Repairing relationships when customers have complaints: A focus group study of organization strategies.  Ohio Communication Journal, 44, 79-94.

Sias, P. M.  (2009).  Customer and client relationships.  In Organizing relationships: Traditional and emerging perspectives on workplace relationships.  (pp. 155-180).  Thousand Oaks, CA: Sage.

Turner, P. K., & Krizek, R. L.  (2006).  A meaning-centered approach to customer satisfaction.  Management Communication Quarterly, 20, 115-147.

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Last Updated: 6 January 2010
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