MGT402 M2 CASE

Module 2 - Case

Psychology of Waiting and Customer Care

Case Assignment

In this assignment you are asked to write a 3- to 4-page paper (not counting the title page or references) in which you address the following:

After reading the Norman article on the background page (and other background materials), describe three or four useful tools for making the wait at a large department store checkout line (or other relevant customer waiting scenario) more tolerable. Also discuss the concept of “Buffering” as described by Norman. How does this improve the waiting experience of customers?

NORMAN ARTICLE: http://www.jnd.org/ms/Norman%20The%20Psychology%20of%20Waiting%20Lines.pdf

Assignment Expectations

This paper should be written in your own words and include:

An introduction stating the thesis, position, or central theme you plan to take or consider in your paper.

A main body that provides a cogent, well documented case in support of your thesis, position or central theme.

A conclusion concisely stating the main points of your analysis and the conclusions you reached.

Grading will be based on how closely you follow directions, critical thinking, writing, use of sources and mechanics, including use of in-text citations. Your essay should be 3 to 4 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from B. Rubble’s article written in 2010, that section of text must be followed with (Rubble, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.