customer satisfaction survey

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Congratulations. You are the customer service manager for Wrigley Field in Chicago, Illinois. The Chicago Cubs’ executive administrators have requested for you to make certain Cubs’ patrons (i.e., attendees) are pleased with their experience when attending Wrigley Field for a Cubs’ home baseball game.

Please create a five (5) item customer satisfaction survey your staff can administer to spectators during a Cubs’ home baseball game. Please conduct some online research to review information concerning Wrigley Field and other sport venues to determine the type of items which should be included within the survey

 

https://www.mlb.com/cubs/ballpark

https://www.mlb.com/cubs/ballpark/information/history

https://www.mlb.com/cubs/ballpark/information/guide

https://www.mlb.com/cubs/ballpark/information/gates

https://www.mlb.com/cubs/ballpark/transportation/

https://www.mlb.com/cubs/ballpark/ground-rules

https://www.mlb.com/cubs/ballpark/information/security

https://www.mlb.com/cubs/community/wrigley-field-neighbors

 

Please review “Supporting Materials” (i.e., MS Word document file titled “Sample Wrigley Field Customer Satisfaction Survey) included with this assignment’s instructions in order to review examples of survey items.

Your survey may not contain items about professionalism of security personnel, concession area cleanliness, and seat comfort. These survey items are presented as examples within MS Word document file titled “Sample Wrigley Field Customer Satisfaction Survey

Once you have developed a five (5) item customer satisfaction survey, using bullet points, compose a one (1) page summary (i.e., analysis of your survey, minimum of 250 words, excluding title and reference pages). Describe why you selected each of the items presented within the survey. Also, explain how collecting customers’ satisfaction information can be beneficial for an athletic organization’s business operations (e.g., ticket sales, concessions, security). Cite at least two (2) literary publications to support information discussed within your summary. Do not count the aforementioned resources (e.g., https://www.mlb.com/cubs/ballpark) toward the minimum two (2) literary publications required

At the conclusion of this summary, present your five (5) item survey.

Evaluating Assessment Instruments

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Prior to beginning work on this discussion, read Chapter 11 in the textbook, the article by Baez (2013), the assigned chapters in the U.S. Department of Labor Employment and Training Administration (2006) guide (Links to an external site.), and view the video Psychometric testing and employment. (Links to an external site.).

For this discussion, you will use the PSY640 Checklist for Evaluating Tests (Links to an external site.) document to compare two assessment instruments used in industrial and organizational (I-O) psychology assessment. Based on the information in your text and assigned readings, select and evaluate two psychological tests used in industrial-organizational psychological assessment. You may not evaluate any of the tests you evaluated in the Week Four Applications in Personality Testing discussion.

In addition to the text, locate a minimum of two appropriate scholarly and/or peer-reviewed sources to aid you in the analysis of the psychometric properties of the instruments based on published data. In your initial post, provide the names of the two tests you evaluated, and attach your completed PSY640 Checklist for Evaluating Tests  Download PSY640 Checklist for Evaluating Testsdocument. You must maintain the original format of the document and include the textbook and two additional scholarly and/or peer-reviewed sources in the references section.

Controversies In Industrial And Organizational Assessment

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Prior to beginning work on this discussion, read Chapter 11 in the text, the articles by Baez (2013), Hogan, Barrett, and Hogan (2007), Morgeson, Campion, and Dipboye (2007), Peterson, Griffith, Isaacson, O’Connell, and Mangos (2011), and the Maximizing Human Potential Within Organizations (Links to an external site.), Building Better Organizations (Links to an external site.), and Top Minds and Bottom Lines brochures (Links to an external site.) on the Society for Industrial and Organizational Psychology (SIOP) website.

Evaluate the MMP1-3 Police Candidate Interpretive Reports for Mr. E  Download Mr. E. and Ms. F  Download Ms. F. For this discussion, you will take on the role of an industrial-organizational psychologist recently awarded a contract to evaluate potential police candidates. The purpose of the evaluations is to determine the psychological capability of the applicants to be certified as police officers in your state. The applicants you are examining are applying for certification and will be vested with a position of public trust. If certified as police officers, the individuals will likely be required at some future time to exercise significant physical strength and undergo high emotional stress. As the examining psychologist, you are required to comment on the applicants’ social comprehension, judgment, impulse control, potential for violence, and/or any psychological traits that might render her or him psychologically at risk to be certified. The state requires that each applicant’s examination include the following elements:

Interview and History: The psychologist must personally interview the applicant and provide a summary of the applicant’s personal, educational, employment, and criminal history.

Required Personality Test: The applicant shall be administered any current standard form of the Minnesota Multiphasic Personality Inventory-3 (MMPI-3) by the licensed psychologist who interviewed the individual, or by a paraprofessional employed by and under the direct control and supervision of that licensed psychologist.

Other Testing Methods: If (after conducting the required test) the licensed psychologist is unable to certify the applicant’s psychological capability or risk to exercise appropriate judgment and restraint to be certified as a police officer, the psychologist is directed to personally employ whatever other psychological measuring instrument(s) and/or technique(s) deemed necessary to form her or his professional opinion. The use of any such instrument(s) and/or technique(s) requires a full and complete written explanation to the commission.

For the purposes of this discussion, assume the interview and history information reported to you by Mr. E. and Ms. F. is unremarkable and that neither candidate communicated anything to you during the interview that raised concerns about her or his capabilities to exercise appropriate judgment and restraint to be certified as a police officer. Review the MMP1-3 Police Candidate Interpretive Reports for Mr. E. and Ms. F. and evaluate the professional interpretation of this testing and assessment data from an ethical perspective. In your initial post, begin by communicating your decisions about Mr. E. and Ms. F., and clearly state in your first sentence whether you are recommending certification or communicating reservations. Begin the section on each candidate with one of the following statements, identifying each candidate by name.

To recommend certification: I have examined [insert applicant’s name], and it is my professional opinion that this person is psychologically capable of exercising appropriate judgment and restraint to be certified as a police officer. Follow the above statement with a one-paragraph rationale for your conclusion based on the available MMPI-3 test results. Be specific and include relevant information from the interpretive report to justify your decision. Follow the rationale with a brief comparison of at least one additional personality test you might consider administering beyond the MMPI-3 that would be valid and reliable for the purposes of evaluating police candidates. Debate the pros and cons of the potential use of the other assessment(s). Explain any ethical implications that may arise from the interpretation of this data.

To communicate reservations: I have examined [insert applicant’s name], and it is my professional opinion that this person is psychologically at risk for exercising appropriate judgment and restraint to be certified as a police officer. Follow the above statement with a one-paragraph rationale for your conclusion based on the available MMPI-3 test results. Be specific and include relevant information from the interpretive report to justify your decision. Follow the rationale with a brief comparison of at least one additional personality test you might consider administering beyond the MMPI-3 that would be valid and reliable for the purposes of evaluating police candidates. Debate the pros and cons of the potential use of the other assessment(s). Explain any ethical implications that may arise from the interpretation of this data.

Note: It is common for there to be a delay between the time a test publisher updates a test and the time the textbook and other authors can update their information about the new version of the test. Be sure to do online research to make sure you are recommending the most current version of the tests. If there is a newer version than the version discussed in the textbook or other readings, recommend the newest version.

Meeting Management Practices

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A meeting in any formal setting is expected to yield positive outcomes, in line with the set agenda within a certain timeframe (Jay, 2009). The group leader in this case scenario appears to be well aware of this fact. To begin with, she calls the meeting to order by welcoming the members. She then states the agenda of the meeting by posing her concerns in an understandable way. This includes high eloquence while also practicing useful non-verbal cues such as maintaining eye contact and use of gestures. Individual participation is also encouraged in the meeting and she appreciates every idea raised by the members. Finally, she closes the meeting on a good note by thanking the members for attending. It is therefore clear that the meeting leader possesses good meeting management practices. She is mindful of the timeframe and is able to keep the meeting in line with the topic. This ensures that the energy of the members does not go down. The way she encourages participation is also a great skill that encourages everyone to participate. There are, however, areas that the leader can improve upon. For instance, when one member raises a point, she does not allow the others to build upon that idea or rather contribute towards it. Instead, she commends it as a great idea and moves along, yet the given idea might have been made better. She should also select a member to act as the secretary for the meeting and record the minutes for future referencing (Jay, 2009). Despite these few shortcomings, the meeting was well managed (WakeUpNYCTV, 2013).

 

References

WakeUpNYCTV. (2013 November 19). Weekly Meeting Example.[Video File] Retrieved  from https://www.youtube.com/watch?v=3WrZMzqpFTc&feature=youtu.be

Jay, A. (2009). How to Run a Meeting. Harvard Business Review Press.

 

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Critical Response to Sources Paper

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Topic: My narrowed topic is #2 on: Reasons the black hair care industry is economically viable in contemporary Caribbean society.

 

Evaluating the Appropriateness/Relevance of this Source

Johnson and Bankhead (2014), is relevant to my topic because of several reasons. First of all, is its title: “Hair It Is: Examining the Experiences of Black Women with Natural Hair.” This title corresponds with my topic on black hair. The authors of the article are also credible given that they are both affiliated with prestigious institutions of higher learning in the USA, with Johnson and Bankhead being in the education and social work department respectively. Furthermore upon closely looking at the subtopics, several of them match my interests. These include ‘Black hair care, beauty, and entrepreneurship’, ‘Black Hair Care and its Consequences’. It is therefore conclusive that the subject matter of this source is relevant to my topic. At the same time, the source is set in the context of how black women and girls relate to their hair and the effects it has on their identity. This will be instrumental in understanding why the black hair industry is viable in the Caribbean given that the population in the region is composed of blacks. Additional the publication date of the article is not so long ago and is, therefore, relevant to contemporary society. This source is also well referenced with credible sources which are an indication of reliability. Finally, the source was submitted to the open access journal of social sciences which makes it a scholarly article. I am thus confident that this source will contribute valuable information to my topic. These are the factors that helped me reach my decision on using this article as a source to my topic.

 

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Details/pieces of supporting information from Johnson and Bankhead (2014)

According to Johnson and Bankhead (2014), blacks believe that straighter hair would enable them to attain economic and social mobility. This can explain why up to date the black hair industry is highly economically viable. The article also makes a very deep connection between beauty and hair which is dated back to the slavery days. In fact, it is explained that the ladies would rather undergo the harmful consequences of using hair products such as burns and even in some extreme cases such as balding, rather than stay with hair that is not straightened (Johnson and Bankhead, 2014). This is backed by research done by other authors. These pieces of information will contribute to showing why the black hair industry is booming. Narrowing down to the Caribbean population, the source has information on the history of slavery and how the hair came into the picture. Part of the article states how the Europeans looked down upon black hair, how straighter hair was favored in job positions, and how this has shaped the Caribbean society to date. The relevance of this is that the Caribbean population is as a result of slavery. This information will help me develop my main idea of the economic viability of the black hair industry in the Caribbean

 

References

Johnson, T. A., & Bankhead, T. (2014). Hair it is: Examining the experiences of Black women with natural hair. Open Journal of Social Sciences, 2(86-100).

 

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