INITIAL POSTS All original threads should be at least 250 words. This parameter helps to promote writing that is thorough, yet concise enough to permit other students to read all the postings. The thoughts and opinions expressed in your thread need to be substantiated by research and literature (from the textbook or outside sources). All references should be in correct APA style. While this is a formal discussion environment, you are allowed to use the first person perspective in all your posts since you will be expressing your personal opinions. All original threads should: Bring clarity to the issues being discussed. Raise new and novel (yet relevant) points. Relate issues to personal experience. Rationally defend your stated position.ACSI and Satisfying Global CustomersThis activity is important because, as a manager, you must be able to recognize the importance of international market research and business analytics in understanding current products or services in the global market and identifying future opportunities.The goal of this exercise is to demonstrate your understanding of business analytics and how it can help international businesses configure their marketing mix and conduct marketing research.Read the case and answer the questions that follow.The American Customer Satisfaction Index (ACSI, theacsi.org) is an economic-based index, or indicator, that measures the satisfaction of consumers across the U.S. economy. The ACSI is produced by the American Customer Satisfaction Index (ACSI LLC), which is headquartered in Ann Arbor, Michigan. With the leadership of its founder—Dr. Claes Fornell—the ACSI was created by a team of researchers at the University of Michigan's Ross School of Business in 1994, in cooperation with the American Society for Quality and the CFI Group Inc. The U.S. satisfaction index was modeled after Fornell's Swedish Customer Satisfaction Barometer, which originated in 1989.ACSI scores in the United States are updated monthly on a rolling basis, factoring in annual data from almost 200,000 customers who represent more than 300 companies from 10 economic sectors and 43 industries. Each month, ACSI issues an update on one or more specific industries. Additionally, a quarterly reported national measure of ACSI serves as a macro indicator of the economic health of the national economy. This national ACSI score reflects an aggregate of customer satisfaction from the measured companies that, together, comprise the largest market share in any given industry, producing a gauge of economic utility and consumer demand in the country. Since its beginnings in 1994, the nationwide ACSI score has ranged from a low of 70.7 in Quarter 1 of 1997 to a high of 77.0 in Quarter 1 of 2017 (on a 100-point scale, where 100 is perfectly satisfied and 0 is not satisfied at all).The Swedish and American customer satisfaction indices have also evolved into Global Customer Satisfaction Indices (Global CSITM). Some of the countries where ACSI has global partners include Australia, Colombia, India, Kuwait, Saudi Arabia, Singapore, South Africa, and South Korea. The Global CSI enables organizations around the world to better understand customer satisfaction via ACSI's scientific methodology, allowing for benchmarking of national economies and multinational corporations' customers worldwide. Globally, customer satisfaction has become an indicator of the health of each country's economy at large and, importantly, a driving force that impacts the financial outlook of individual companies.For example, Amazon uses the ACSI to gauge that it continues to do well on customer satisfaction metrics worldwide. Jeffrey P. Bezos, founder and Chief Executive Officer of Amazon.com, Inc., wrote in the first sentence of his 2017 Letter to Shareholders: "The American Customer Satisfaction Index recently announced the results of its annual survey, and for the 8th year in a row customers ranked Amazon #1." For Amazon, which also announced that it has surpassed 100 million "Prime" members in 2018, constantly having the correct pulse on what customers think is critically important to its business success. (Amazon Prime is a paid subscription service offered by Amazon that gives users access to free two-day delivery, streaming video and music, and other benefits for a monthly or yearly fee.)This "customer pulse" traces back to Bezos's first Letter to Shareholders in 1997, where he focused a whole section on "obsess over customers." The buzzwords and phrases then, as now, for Amazon are "offering our customers compelling value" and "saves customers money and precious time." But the company also wants to be part of the customer journey and "accelerate the very process of discovery." Bezos says: "One thing I love about customers is that they are divinely discontent. Their expectations are never static—they go up. It's human nature." These intricate nuances of customers' needs, wants, and attributes make it clear that a core performance outcome for Amazon is customer satisfaction globally.Beyond Amazon's focus on customer satisfaction globally, some of the core takeaways from cross-cultural satisfaction analyses suggest, for example, that customers in traditional societies have higher levels of satisfaction than those in secular-rational societies. Also, customers in self-expressive nations have higher levels of satisfaction scores than those in nations with survival values. Several customer demographics and country infrastructure variables influence customer satisfaction as well: Literacy rate, trade freedom, and business freedom have positive influences on customer satisfaction. On the other hand, per capita gross domestic product (GDP) has a negative effect on satisfaction.At the company level, the effects of customer satisfaction on a variety of important business performance indicators have been studied for more than two decades. Amazon certainly understands this. And more and more companies are getting on board with the idea that customer satisfaction is not just a "feel good" thing for companies; it has concrete connection to the bottom-line performance. More than ever, data highlight the importance of the need to satisfy global customers continuously. Previously, a debate about whether companies with superior customer satisfaction also earn better-than-average stock returns had persisted in business circles. Proponents of the customer satisfaction-stock market relationship make a simple, intuitive argument that is highly relevant to both customers and investors: Companies that do better by their customers also do better in the stock market. A 15-year study supports this notion. Cumulative satisfaction portfolio returns over that time period produced results of 518 percent growth compared to only a 31 percent increase in the Standard and Poor's 500 benchmark (S&P 500). On an annual basis, the customer satisfaction portfolio also outperformed the S&P 500 in 14 out of the 15 years.These results take on added importance globally when accounting for the lack of understanding many companies' managers have of their customers' needs and wants. Research indicates that managers generally fail to understand their companies' customers in two important ways: Managers overestimate customers' satisfaction levels as well as the loyalty customers have to the companies' products and services. Managers' understanding of how to satisfy customers is also often disconnected from what the customers actually expect the companies to do. Creating a better connection between multinational corporations and their customers is the job of global marketing professionals. This takes research and development (R&D), global marketing strategy development, and implementation of tactical marketing activities.Sources: Claes Fornell, Forrest Morgeson, and Tomas Hult, "Companies That Do Better by Their Customers Also Do Better in the Stock Market," LSE Business Review, February 20, 2017; Forrest Morgeson, Sunil Mithas, Timothy Keiningham, and Lerzan Aksoy, "An Investigation of the Cross-National Determinants of Customer Satisfaction," Journal of the Academy of Marketing Science 39, no. 2 (2011), pp. 198–215; Tomas Hult, Forrest Morgeson, Neil Morgan, Sunil Mithas, and Claes Fornell, "Do Firms Know What Their Customers Think and Why?" Journal of the Academy of Marketing Science 45, no. 1 (2017), pp. 37–54; Claes Fornell, Forrest Morgeson, and Tomas Hult, "Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible" Journal of Marketing 80, no. 5 (2016), pp. 92–107; and Claes Fornell, Forrest Morgeson, and Tomas Hult, "An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction," Journal of Marketing 80, no. 5 (2016), pp. 122–25.Jeffrey P. Bezos, founder and Chief Executive Officer of Amazon.com, Inc., says, “One thing I love about customers is that they are divinely discontent. Their expectations are never static—they go up. It’s human nature.” Do your expectations constantly go up? Is this fair to companies? Why or why not? And do you think it is true that customers expect more today than before?

Step 1Now that you have reflected on your progress in this course, begin your work on Project 3 by reading the scenario below. Then proceed to Step 1.The case example provided on the video and described below is designed to set the stage for why you have been asked to examine the culture, climate, and ethics in your own organization. The ethical issue in the hypothetical case below is not the specific ethical issue you will deal with in your work for Project 3. The case example below provides a reason that prompts your organization’s leadership to ask you to do what you have been requested to do for Project 3. Of course, other reasons could also prompt such a request.The company you will be using to discuss culture, climate and ethics for Project 3 is the company you used in Project 2 or a company that must be approved by your instructor prior to starting work on Project 3. If you do not want to use the name of your organization’s actual leader (CAO, CEO, COO) in this assignment, you may use Kate Lindsay’s name and title.Case ScenarioThe day after you hand in your situation audit, you notice the following headline in the business section of the newspaper: Employees Accused of Stealing from Company. Apparently, a group of employees who worked for a company similar to yours was routinely lying on their expense reports, claiming—and getting reimbursed for—personal expenditures, including Caribbean trips and four-star restaurants.You nearly spit out your coffee when you read this. You work in the same sector! After completing your situation audit, you feel like you have a good grasp on the mission and values of your company, and you'd be very surprised if such behavior were tolerated. However, this article still makes you wonder about your industry as whole.Once you get to your office, you discover that you aren't the only one interested in this story; everyone is buzzing about it. You soon receive a message from the COO's assistant stating that the COO, Kate Lindsay, wants to see you this afternoon. Why does Kate want to see you?As you sit down in Kate’s office, Kate lives up to her reputation for being focused and direct and immediately launches into what she has to say. "You must have heard about the expense report scandal at our competitor's organization. We need to ensure that the same thing is not happening here." She continues, "I came to this organization because I considered it to be among the best—are we?" She begins reciting a list of questions: "How can we be sure what we believe and say matches what we actually do? How can we be sure we don't have a culture and climate that are viewed as unethical and unhealthy? Do we put enough emphasis on ethical and caring behavior in our decisions and our actions?"She pauses before going on. "I'm new to this position and to this sector in general. I'm clearly responsible and accountable for the climate, culture, and ethical behavior in this organization. We need to be concerned about these issues, and I need your help figuring out where we stand and what, if anything, we should be doing differently." Your help? What does she need? You look at her expectantly.She answers your implied question, "I read your organizational analysis last night, and given your impressive work on that, think you could handle this particular task. I'm an engineer by training and I'm methodical, thorough, and detailed," Kate says. "This report needs to reflect my—and, more importantly, this organization's—careful and thoughtful approach to these issues. So even though organizational culture, climate, and ethics may seem like soft issues, I expect strong critical thinking and an evidence-based report. I don't just want opinions. It might help to imagine yourself as an independent consultant we are counting on for both expertise and objectivity."She glances at her phone. "I have a meeting in two minutes." She stands up. "I really need your best thinking and good advice on this in three weeks. Talk to my assistant about making an appointment to see me then, and have a 15-minute PowerPoint presentation ready along with a brief memo summarizing your points," she says. "Also, I trust you understand this is a matter that needs to be kept between us." She looks at you squarely. "I don't want to learn my questions and concerns have become the subject of general discussions in the office.""Absolutely!" you say as Kate heads out of her office. "Oh,” she says, turning around, “and I want to see some of your work in progress as you do this project. Talk to my assistant about that as well."You return to your desk thrilled that the COO has shared her concerns and asked you for your input. You have so many ideas and lots of questions—but you also realize you are going to need to proceed without all the information you would ideally have. You know you will need to rely only on publicly available information and not poke around in confidential work files or ask others in your office for input or advice.How will you tackle this project? What evidence will you use to inform your understanding and strengthen your analysis? What will you tell Kate when you meet with her?When you submit your project, your work will be evaluated using the competencies listed below. You can use the list below to self-check your work before submission.Step 2: Organize Your Work First, review the following resources:description of the final deliverableinstructions on how to create a narrated PowerPoint presentationremaining steps to completion for this projectAfter you have a good idea of the scope of work for this project, consider how you will approach an analysis of your own organization:First, review these brief guidelines about conducting research on your organization.Discuss with your instructor any limiting factors you may encounter as you write this report. After you've discussed these issues with your instructor, if you believe it's best for you to research an organization other than your own, please read the guidelines about using an outside organization.As you plan to complete this project, consider the following aspects of the work:the information you needhow to get that informationallocating appropriate time to each stepother project management factors that may seem relevantKeep the final deliverable (see link above) in mind as you complete the project. After you have organized your work, proceed to Step 3, collect and analyze resources for your presentation.Step 3: Collect and Analyze Resources Before beginning your research, there are some preliminary readings you should complete to help you develop a broad understanding of the key theories, concepts, and ideas that are relevant for this project:organizational cultureorganizational climatebusiness ethicsKeep in mind that you are expected to use and properly cite the course readings and materials provided for that apply to your organization’s culture, climate, and ethics. Of course, the relationship of culture, climate, and ethics specific to your particular organization will need to be researched by you using sources external to the course readings and materials provided.As you read about each of the key concepts for this project—organizational culture, organizational climate, and organizational ethics—think about the implications for industries and organizations like yours and for their leaders. Jot down ideas and questions you will need to research further to develop the expertise required to successfully complete this project. As previously suggested readings on ethics have highlighted, ethics includes many human resource focus areas: discrimination, hiring, promoting, diversity, and enforcement of a variety of federal statutes.Once you have completed your reading and library research for this project, apply what you have learned to your organization, looking for these useful resources:any publicly available policies and procedures that provide helpful insights into how ethical conduct and desired organizational behaviors are managedany nonconfidential sources where your CEO or other leaders may have written or spoken about these topicsNext, proceed to Step 4, where you will conduct independent research.Step 4: Conduct Independent Research As you did for the situation audit, adopt the perspective of an outside consultantwhen working on this report. This will increase your objectivity as you examine your own company.Independently research the concepts of organizational culture, climate, and ethics. Your independent research should focus on topics relevant to your organization’s specific culture, climate, and ethics (e.g., employee surveys, relevant history, legal compliance, recent scandals, ethical concerns, training practices, organization priorities, pay practices, benefit packages, diversity considerations, advancement opportunities, and so forth).Determine the consequences of organizational culture, climate, and ethics to your organization's operations. Would legal measures (employment laws) need to be used to reshape the culture, climate, or ethics of the organization? If so, what impact would that have on the workforce?When you have completed this step, proceed to Step 5 to create an annotated resource list.Step 5: Create an Annotated Resource List Create an Annotated Bibliography. An Annotated Bibliography is a list of annotated resources. For this step in the project, your Annotated Bibliography will consist of five annotated resources. You will create an annotated resource list of five key articles or sources dealing with culture, climate, and ethics. These five resources may be used in your memo and presentation. Annotating a resource means that the APA cited resource includes an explanatory notation about the resource and a brief critical analysis of its relevance to your topic.Three of the five annotated resources must come from the course readings provided to you for this project. A project’s resources include all the course materials made available to you, including the links found in Learning Topics, for example, to the detailed sources of information used for further research or as supporting documentation for ideas that appear in a Learning Topic. Students are required to integrate course readings and other materials provided to them into their Project 3 analysis of a specific organization’s culture, climate, and ethics. The other two annotated resources are generated through your independent research, as it pertains to your specific organization’s culture, climate and ethics (e.g., employee surveys, relevant history, legal compliance, recent scandals, ethical concerns, training practices, pay practices, benefit packages, organization priorities, diversity considerations, advancement opportunities, and so forth).Consult creating an annotated bibliography for a more detailed discussion of selecting and annotating resources. An example annotated resource is provided to view. One of the five annotated references should deal with the impact of employment laws on organizational culture, climate, and ethics.Keep in mind that the quality of the resources matters in determining the quality of the memo and the quality of the presentation. A well-researched study or article by an acknowledged authority published in a peer-reviewed academic journal is considered primary research. The use of primary research is preferred over using an interpretation of the same academic content that is published in a newspaper column or summarized in a magazine, trade journal, or internet source—even where such secondary sources contain quotes from the original author's work or attribute their interpretation to that material.When you have completed Step 4, follow the instructions in Step 5 to submit your annotated resources list to the Assignments folder for review and feedback. The annotated resource list is considered with the other graded deliverables in determining the overall grade for Project 3. Then proceed to Step 6 to present your final narrated presentation and final memo.

Hello, I have a short article and I have some questions about it. It doesnt have a word or page count. as long as it describes it that is fineThank you