MLA Style Guide:
Summaries, paraphrases, and quotes:
After you have reviewed the information in these articles, take one of your articles for your paper and write:  a summary, a paraphrase and a direct quote.  Make sure to use an in-text citation for each of these.  At the end, write the Works Cited entry

By now you should have your company in mind and a general idea of how you might proceed and the kinds of things you will need to research.  There is only one assignment beyond the Discussion Board, so you have a lot of time to devote to reading the articles you'll find.  Some you might need to reject.  We don't use everything we find.  So for this week:
Once you're set, go to the Required Resources folder and read the links from Purdue Owl.  I'm not sure what all of your bqckgrounds are in Freshman English , but experience has taught me that a review of MLA guidelines is always a good thing.  You'll need to take one article that you've found in your search and provide an example each of these:  a summary, a paraphrase and a direct quote.  Then write the Works Cited entry for this particular source. If you're lucky, you can use this information in your paper.  When you write your summaries, etc, don't forget to cite them with in-text citations as if they were part of a paper.  

Please research a company's recent change in their customer service.  The paper will have three sections:
What motivated the change?
What specific initiatives did they take?
Did the change yield the results they expected?
Here's how you should go about picking a company:  By now you should be looking at shopping very differently since you've been armed with a lot of specific information about company's specific decisions that they make regarding customer service.  Think of something that has recently sparked your interest.  For example, I walked into CVS a few months ago (this was the first time I noticed it), the cashier closest to the door actually greeted me.  Having a fairly fine-turned customer service radar, I thought something must be going on with the company to provoke such an obvious change.  That might be how your pre-writing process would work.
You would then research CVS's customer service plan, but it would also be in the context of WHY they decided to add this "Action Tip."  You can bet that it's not to add a folksy side to the shopping experience!  As you research, I guarantee that you will find out a lot more about CVS's market position, their culture, and their mission - all tied to a new customer service initiative.  I'm sure there is also more to it than simply greeting customers.  You would include the entire plan as well.
Lastly, did the effort prove successful?  Prof Galfano is confident that you will find articles discussing this aspect of the paper if you choose large companies, so factor that into your topic choice.
I've posted an article in this week's folder - everything is visible this week - about Sears that discusses exactly this concept; in fact, it's where I got the idea for this paper.  Read it over and you will see the sections of the paper, everything except the last section.  It's too early to tell whether the changes Sears management proposes will work.  If it's a new change that you're researching, you can research what the company HOPES to achieve by these changes.  Either way this last part is important; you need to document the results.
You are required to use a minimum of FOUR outside research sources. The paper should be a minimum of four pages but no more than seven (not counting the Works Cited page).  I will also post a link to Purdue Owl in case you need a research paper refresher.
You will read my thread in next weeks  DB about Toyota.  I wrote it a few years ago, but I hate to give it up because the company is constantly changing.   If I were going to continue my research on Toyota's updated customer service, I might look at emerging trends in customer service in the auto industry and then apply that information to my Toyota experience.   Since I last wrote my announcement, my dealership has created a fabulous website that has all my service information along with upcoming service recommendations.  It's called "My Garage."  This feature is certainly using the internet to create a personalized experience.  So now I would need to look to the experts to find out what Toyota is trying to accomplish by creating such a feature - and spending the money to do so. Has it improved customer loyalty?   I can't trust my own gut feelings on what they are trying to do; I need to see what the experts say.  That's what your research paper needs to do