customer

Attendance, Quizzes, and Course Structure

• The instructor mentioned potential last-minute changes to class format (e.g., canceling in-person and moving to online with videos and a short assignment) if needed in the future; such an assignment would be unfair if offered only a few hours before class.
• Attendance counts toward credit for the quiz; the quiz is not graded separately.
• Quiz setup:
  • 8 questions total.
  • Answer based on what you know; skip what you don’t know.
  • Do not rely on looking up answers during the quiz; it’s meant to test your knowledge early in the course.
  • You can use a sheet of paper or a simple word document on your computer if you’re using a computer.
  • The quiz is designed to prepare you for the midterm (which will have short answer, multiple choice, and an essay).
• Midterm structure:
  • 6 questions, short answer format; you only need to answer 4 of them.
  • This selection helps you identify what you know and skip the rest if needed; the instructor will grade the ones you answered.
  • Expressed formulaically: $ext{Answer }4 ext{ of }6 ext{ questions}.$
• Final structure:
  • 8 questions, short answers; you only need to answer 6.
  • Same logic as the midterm: answer as many as you can, focus on what you know.
  • Expressed formulaically: $ext{Answer }6 ext{ of }8 ext{ questions}.$
• Students should think through the chapter content, discussion cases, and any extra material on Blackboard when answering.
• The instructor plans to post a quiz on Blackboard after class for review; students can retake to gauge progress.
• The class activity (planning to run for about ten minutes) will be done in class; you’ll reopen the quiz on Canvas to review later.
• For the midterm and final, instructions emphasize using your own knowledge first before seeking the textbook answers.
• Chapter anticipation: students should be prepared to review chapters and discuss cases, including the discussion cases used in class.
• Zoom/setup note: students should confirm visibility of the shared slides during the session.

Chapter 1: Tipping Case, Uber Stakeholders, and Stakeholder Types

• First chapter case discussed: tipping policy change in a company (the tipping case).
  • Stakeholders to consider include employees, customers, management, shareholders; evaluate who benefits from the policy change and how.
  • In-class discussion included a poll on whether the tipping policy change was beneficial.
  • The policy change was framed in terms of who gains (e.g., higher wages for employees via tipping policy changes).
• Uber stakeholder case: analysis of market vs non-market stakeholders involved in Uber’s operations.
  • Stakeholders mentioned: driver, insurance companies, government, the media, the community, the family of the affected person, the family’s attorney, Uber itself, and others involved legally.
  • The discussion referenced a chart distinguishing market stakeholders (directly affected) from non-market stakeholders (indirectly affected).
• Question 3: Name three of the six sources that shape business and society (Figure 1.6, textbook).
  • Acceptable three examples mentioned: technology/change in technology, globalization, ethical values.
  • Other possible sources include growth in technology, other forces that shape business and society; the student should list keywords that reflect these forces.
  • The case examples showed technology playing a huge role (e.g., Uber’s app determining whether workers were active or not).
• Question 4: Difference between internal and external stakeholders (keywords emphasized).
  • Internal stakeholders are employed by the firm and are on the payroll; they are directly affected by business decisions and economics.
  • External stakeholders are outside the firm; they are affected by decisions but do not have a direct say in internal decision-making (e.g., customers).
  • The response should clearly articulate the difference using these keywords to earn partial credit if needed.
• Question 5: Name the chapter 2 case and describe it.
  • The Robin Hood case was discussed; it involved a public issue due to media attention and societal impact.
  • Key factors included technology, customer service, and societal involvement; the case led to public discussion and policy reconsiderations by the company.
• Question 6: What is a public issue?
  • A public issue involves topics or controversies that affect society and involve the public or community; society is affected and public interest is high (e.g., COVID-19 related issues).
  • In class, COVID-19 related issues were highlighted as common public issues affecting business and society.
• Question 7: Name four of the eight strategic radar screens from Figure 2.2 (chapter 2, page 31).
  • Examples named: Consumer environment (customer), Legal, Environment, Psychological and social, Competitor.
  • The instructor noted that “consumer