Case 2 – Business Case:
Social Customer Service. Chapter 7
Week 5 Case Study – Due end
of week 5
Each case study consists of a formal summary of
the case in question along with answers to several follow-up questions that
will be provided by the professor. A case study will touch on aspects of the
case, including causes, factors, stakeholders, and possible solutions to the
problem at hand. Your paper should perform a critical analysis on the study and
should primarily be in your own words, but you may cite the book as needed. You
must include at least three other additional outside peer-reviewed sources to
help support the claims in the case study. These sources, along with the case
study, should be properly cited in APA format. Failure to properly cite material
may severely affect your grade.
When you write papers for this class, please
note that I expect you to summarize the articles in your own words, not cut and
paste the text from the article and submit it. The purpose of the articles is
to encourage you to read current material about the subjects, assimilate it,
and be able to summarize it in your own words. Copying an article and
submitting it as your work is plagiarism and is against school and class rules.
Individuals found plagiarizing material will receive an F and face possible
Academic Dishonesty charges.
- Please see the
rubric for Case Studyguidelines
- Submit all
questions in one Word document
- Answer each
question separately and please number your answers.
- How does social
media represent a threat to companies who limit their customer support
services to traditional channels?
- When customers
have a negative experience with a company, what are the various ways they
can use social media to tell others about their experience?
- Explain why
companies can no longer afford to limit their customer service to
traditional channels (e.g., call centers).
- What are some of
the frustrations customers encounter when seeking customer service support
from a company?
You must include at least three other additional
outside peer-reviewed sources to help support the claims in the case study.
These sources, along with the case study, should be properly cited in APA