APA Format


Answer each of the following questions with a correctly formatted response of at least 100 words for each answer, including a cover page, reference page, and accurate APA source citation. Cite the question exactly as it is listed below, then write your answer.
1. Look back on your own experiences as a customer and identify situations when little things have made a difference in your buying decision. Identify examples of places you have stopped doing business. What little things pushed you out of the zone of indifference into the dissatisfied range? Be as specific as possible and remember that often dissatisfaction comes from a series of truly small, almost insignificant turnoffs. Categorize these reasons for leaving according to the three turnoffs (Value turnoffs, System turnoffs, and People Turnoffs) described in this chapter.
2. Describe in your own words the three categories of customer turnoffs (Value, System, and People). Give five specific examples of each.
3. Among the most important determinants of customer satisfaction is the availability of feedback. We gain clearer insight into what customers want and don’t want by systematically processing all types of feedback. Describe five ways today’s organizations and individuals can sharpen their insights by using customer feedback.

Correctional Institution


Assume the role of a case manager at a correctional institution. A university professor has asked you to speak to her class about your experiences as a case manager. To prepare for the visit, she has sent you the following questions, which the students will ask you:
What interpersonal skills do you think are necessary to have when working with your clients?
How does the prison environment influence the way you manage a case?
What is case management assessment and case management goal setting? Is there a relationship between the two?
What factors do you consider when doing an intervention plan? How do you go about its implementation?
How do you utilize resources available within the correctional institution?
With your experience as a case manager, what do you think are some issues within the criminal justice system as they pertain to case management?
Write 150- to 300-word responses to each question, responding as you would to the students during an interview.

Expert Answers


1.) Crimes are considered a breach of the peace. And yet crimes, for the most part, are wrongs committed against individuals. Discuss the differences and similarities between civil and criminal law; who gets to “punish” the offender—the government or the individual? Or both? Why? Who, in your opinion has the greater right? The greater responsibility? Why? Use the OJ Simpson case as an example.

2.) Civil forfeiture rules allow the government to take proceeds of a crime even when they have been used to buy something else (a car, a house). But sometimes that seizure involves innocent people. What do you think of these asset forfeiture rules? Do they, in any way, benefit law enforcement? Do they deter crime? Why or why not?

3.) What is a public order crime? How do public order crimes differ from other types of crime, as defined by the criminal justice system? How can we improve the ways in which the criminal justice system helps to decrease the number of public order crimes? Explain.



Your research team has been tasked with finding the correlation of the following scenario:
Four research participants take a test of manual dexterity (high scores mean better dexterity) and an anxiety test (high scores mean more anxiety). The scores are as follows:
Person Dexterity Anxiety
1 1 10
2 1 8
3 2 4
4 4 -2
Describe the process that your research team would go through by completing the following:

Make a scatter diagram of the scores.

Describe in words the general pattern of correlation, if any.

Figure the correlation coefficient.

Figure whether the correlation is statistically significant (use the .05 significance level, two-tailed).

Explain the logic of what you have done, writing as if you are speaking to someone who has never heard of correlation (but who does understand the mean, standard deviation, Z scores, and hypothesis testing).

Give three logically possible directions of causality, indicating for each direction whether it is a reasonable explanation for the correlation in light of the variables involved (and why).