The case (attached below) helped us understand the so-called customer rage and t
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The case (attached below) helped us understand the so-called customer rage and then proposed lessons for management (3-step process), near the end of the case, to handle customer rage incidents. From the analysis of Eastern and Western cultures in the case, cross-cultural service encounters need to provide intercultural awareness and communications training that equip frontline employees to understand customs, manners, etiquette, and expectations.
Case Analysis Questions for EACH STUDENT:
Given the two countries researched in the cross cultural assignment, EACH STUDENT analyzes and discusses Differences in customer rage behaviors of customers from the two cultures
Differences in communications training for frontline employees to handle customer rage incidents involving customers from the two cultures. Case Analysis Rubric Answer Rubric
Student discusses all of relevant issues from the question, fully understands theoretical knowledge.
Student discusses many of relevant issues from the question, mostly understands theoretical knowledge.
Student discusses vaguely some of relevant issues from the question, does not fully understand theoretical knowledge. 40
Student provides all of relevant details, fully support his/her analysis
Student provides many of relevant details, mostly support his/her analysis
Student provides some of relevant details, does not support his/her analysis
Student uses proper grammar, punctuation, and spelling and writes effective sentences that make logical sense. Writing is well organized and logically coherent. For the most part, the student uses proper grammar, punctuation, and spelling and writes reasonably effective sentences that generally make logical sense. The writing is generally well organized and logically consistent. Student does not use proper grammar, punctuation, or spelling throughout the paper. Many of the sentences are ineffective and do not make logical sense. Writing is not well organized and not logically consistent. 10
Student applies APA referencing rules correctly and consistently throughout the report. Citations are used where outside sources informed the writing. Student does not correctly use APA referencing rules, does not support all statements made that were informed by outside sources.
Referencing has major flaws, in format, frequency and type of sources used. 10