Please answer original forum with a minimum of 250 words and Respond to both students separately with a minimum of 100 words each page 1 Original Forum- References page 2 Donald response and references page 3 Andy Response and references Original Forum Find a peer reviewed article from the library regarding customer service. Read and review the article and explain if the author had any errors in reasoning or issues with insufficient evidence. Did you detect any bias that the author had? Compare your findings to anything that you have seen regarding this in the media, at work or in your life. Use examples to support your position. Student Response DonaldThe article explores customer’s decisions and responses to product and services with the use of sequential incident laddering technique. It develops and applies sequential incident and laddering techniques to identify cognition and emotions that drive customers’ decisions to buy. A sample size of 41 customers having at least one service experience from one restaurant was selected using a stratified random. The data was then collected using semi-structured telephone interviews and questionnaires. Kolbe and Burnett’s procedures were followed in analyzing the obtained data using content analysis. The findings showed that sequential incident laddering technique aligns with conceptualized cognitive and emotional perspective and discloses personal values or beliefs which motivate customers’ decisions.The authors had no errors in reasoning or insufficient evidence as they supported discussions with literature review. Three prepositions were designed to measure customer service proposition. The first proposition involved investigating the relationship between the company’s stimuli and customers emotional and cognitive responses by presenting the number of such responses, both negative and positive, while examining which stimuli triggered each response. The second proposition established the association between the cognitive and emotional responses and interactive process by analyzing the customer responses throughout the interaction process. Proposition 3 was based on hierarchical value map to determine whether customer perceptions are organized in value hierarchy. The reasoning is true because the product features trigger emotional benefits that encourage customers to purchase to satisfy their emotions and beliefs.The authors had a built-in bias because they focus on recent incidents that respondents could easily recall. Since sequential incident laddering technique involves asking respondents to give an experience, it relies majorly on recent incidents that still in the memory of the respondents. I can relate these findings with my life experience about brands. I like attires that make me comfortable and give me a confident personality at the workplace and the impression that aligns with the organizational dress code.Donald ReferencesJüttner, U., Schaffner, D., Windler, K., & Malan, S. (2013). Customer service experiences: Developing and applying a sequential incident laddering technique. European Journal of Marketing, 47(5/6), 738-769.AndyLike many companies across the globe, customer service is a priority. Companies seems to push the idea of customer service as a slogan to attract customer. There are companies out there that really do care about customer service. Interestingly, telephone or cellphone companies are interesting topic of discussion when it comes to customer service. Companies like sprint and T-Mobile promises great customer service and lower prices but when the customer have issues with billing or service when trying to search the web or make a call, these companies make it difficult for customer. For example, when you have a T-Mobile cell service and you cant barely make a phone call from your home, they will offer you a piece of technology to place at the window. When that fails and you ask to drop the service, they charge you for disconnection. Better yet, the you pay for a phone for about two years, when they two years is over, you are told that to own the phone you have to pay the phone off complete, you are told that every dollar paid was to rent the phone. To put this type of customer service in prospective, McQuade et al wrote, although sprint claims to have a customer focused strategy, it is number three among the top ten in churn, or attrition rate (McQuade et al, 2010). As simple as this statement sounds, it implies that although sprint joined with Nextel to expand their foot print, they still lack the full customer service initiative. The term churn rate refers to the number of customers that gets a contract or subscribes but then leave during a given period. To the point, customers leave when they are dissatisfied. The author point of customer service about sprint is correct because is supported by historical facts about the company and how it struggle to gain foothole in their field. The issues lies within their advertisement, the actual service they provide, and their inability to publicly state their shortcoming and tailor the service price appropriately. McQuade, Dewanna E, Khanfar Nile M (2010). Sprint Customer Service. Journal of Business Review. https://search-proquest-com.ezproxy2.apus.edu/docview/1009907515?rfr_id=info%3Axri%2Fsid%3Aprimo
