Coronavirus impact on service organizations

Coronavirus impact on service organizations

Instructions/Descriptions

Coronavirus impact on service organizations

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Learning Journals

Learning Journals are a way for students to synthesize the assigned course readings with critical observations and evaluation. It provides a way to reflect on the most meaningful ideas read that week with one’s own experiences and learning to date. A learning journal is both reflective in that it allows the reader to personally think through the material as well as integrative, in that it asks the reader to demonstrate an understanding of the material assigned, not just repeating back what the authors wrote.

Each Learning Journals has specific readings assigned as well as a specific format designed to engage you, the learner, with creative forms of representing your ideas. Please review each week’s specific content and format carefully as you craft your Learning Journal.

The length of the journal varies from a minimum of 1 written page (single-spaced) up to 5 pages. There is a lot of flexibility to be creative in your journals as well. You can create graphics and include images, videos, music, creative fonts, textboxes, clip art, photos…whatever connects you and the ideas with the specific week’s themes.

While a title page is not necessary, in-text citations and a reference page are required in your journal entries. Please use APA 7th edition style for the citations and references. The integrative component of these activities requires you to reflect on specific content, so it is important to refer to specific quotes, page numbers, author’s etc. to demonstrate such connections.

Learning Journal #5

As we move into Jeff Toister’s work and apply the theories we have examined in this course to practical case studies in the real real world, you will be working diligently with your assigned team on your group project research and presentation. As you integrate the key principles of creating and evaluating an organization’s service culture, make sure you read Toister’s book in its entirety (it is not a difficult read) as it provides you with a great foundation to critically evaluate an organization’s stated values with their everyday practices. In this week’s learning journal, think about a service-oriented workplace or organizational experience you have personally had and reflect on that experience in light of the principles discussed by Toister. I also want you to consider how COVD-19 has affected your thinking about service/ service cultures or customer service.

CONTENT: Read the Following:

1. The Service Culture Handbook (2017) by Jeff Toister (the entire book).
2. Article: Coronavirus impact on service organizations. Weathering the storm. By Nicolas

Guzman, Mitesh Prema, Rohit Sood & David Wilkes (2020). McKinsey & Company. Retrieved from https://www.mckinsey.com/business-functions/operations/our- insights/coronavirus- impact-on-service-organizations-weathering-the-storm#

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FORMAT: Write the following:

“Compare & Contrast & COVID-19”

This week’s learning journal invites you to think about an experience you have personally had in the service industry. Maybe it is a job you had a tea shop, or an experience returning an item to a store. Maybe it is connected to a family business, an airline experience of any number of hundreds of interactions you have had as they relate to service. Pick one incident/ event and reflect on it (either good or bad) in light of the ideas put forth by Jeff Toister. For example, would you go back to that business? Why or why not? Did the leader/ manager embody a service mindset?

I also invite you to answer this question, “What do you think some of the biggest challenges to a good service and healthy service cultures in organizations have been since the COVID-19 pandemic entered our world?” Suggestion: This would be a great journal entry to include images and photos to make a scrapbook to go along with your ideas. Be sure to include the citation of where you retrieved each image from.

Image from https://united- church.ca/news/covid-19-finding- tangible- ways-supporting-each-other

Learning Journal #6

Your final learning journal is full of possibilities. This journal entry invites you to consider the following three questions using any resources you choose and end with one curious question that you still have as you complete this course. Incorporate creative elements as you desire. Feel free to try something new. Express your ideas, thoughts and wisdom in your submission. Your curious question should be something you are genuinely curious about as it relates to any of the topics or ideas we explored throughout this course.

CONTENT: Read the Following:

1. As you answer these three questions posed, please use whatever course material connects to your ideas.

FORMAT: Write the following:

“3 Reflections & 1 Curious Question”

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This week’s learning journal invites you to observe and reflect in your submission the following three questions:

1. My biggest challenge in this course was .
2. The thing I learned that was most meaningful to me was .
3. Something I will take-away from this course and use in my life (personally or professionally) is .
   

   Coronavirus impact on service organizations

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