a.

Write the following in the passive voice:

The researcher studied staff absenteeism and its effect on GOX company. She first investigated
the number of absences per month. She also explored additional costs incurred and the
customers lost due to staff absenteeism.
Staff absenteeism and its effect on GOX company was studied. The number of absences per
month were investigated. Additional costs incurred and the customers lost due to staff
absenteeism were also explored.
The report identifies communication problems within the HR department of TASCO and
recommends ways to solve the problems.
Communication problems within the HR department of TASCO are identified and ways to
solve the problems are recommended.
For the purpose of the investigation, I conducted interviews with staff members to ask about
their views on the company’s new customer service policy. I also designed questionnaires and
surveyed customers of the company.
For the purpose of the investigation, interviews with staff members were conducted to ask about
their views on the company’s new customer service policy. Questionnaires were also designed
and customers of the company were surveyed.

IN-TEXT CITATION EXERCISE

1. According to Smith (2016, p.16), he states that the Internet is a useful research tool.
2. Smith (2016, p.16), he states that the Internet is a useful research tool.

3. Smith states that the Internet is a useful research tool (p.16).

4. Smith (2016, p.16) says that the Internet is a useful research tool.

5. Smith (2016, p.16) state that the Internet is a useful research tool.

6. Smith, D. (2016, p.16), states that the Internet is a useful research tool.

7. 'The Internet is a useful research tool', Smith (2016, p.16).

8. Smith (2016, p.16) claims that the Internet is a useful research tool.

9. Smith (January 1, 2016, p.16) claims that the Internet is a useful research tool.

ANSWERS

1. According to Smith (2016), the Internet is a useful research tool. OR: Smith (2016) states that the
Internet is a useful research tool.
2. Smith (2016) states that the Internet is a useful research tool.
3. Smith (2016) states that the Internet is a useful research tool. OR: Smith states that the Internet is a
useful research tool (2016).
4. Smith (2016) states that the Internet is a useful research tool.
5. Smith (2016) states that the Internet is a useful research tool.
6. Smith (2016) states that the Internet is a useful research tool.
7. 'The Internet is a useful research tool', states Smith (2016, p.16).
8. Smith (2016) states that the Internet is a useful research tool.
 9. Smith (2016) states that the Internet is a useful research tool.

Read the original text in the box below and decide which of the versions A, B, C or D is Not plagiarized.
Source: Lester James ,Writing Research Papers,1976
Original Text:
Students frequently overuse direct quotation in taking notes, and as a result they overuse quotations in the final research]
paper. Probably only about 10% of your final manuscript should appear as directly quoted matter. Therefore, you should
strive to limit the amount of exact transcribing of source materials while taking notes (Lester, 1976). OT plagiarized.

A. In research papers students often quote excessively, failing to keep quoted material down to a desirable level. Since
the problem usually originates during note taking, it is essential to minimize the material recorded verbatim.

B. Students should take just a few notes in direct quotation from sources to help minimize the amount of quoted material
in a research paper (Lester, 1976).

C. Students often use too many direct quotations when they take notes, resulting in too many of them in the final
research paper. In fact, probably only about 10% of the final copy should consist of directly quoted material. So it is
important to limit the amount of source material copied while taking notes (James, 1976).

D. In research papers students often quote excessively, failing to keep quoted material down to a desirable level. Since
the problem usually originates during note taking, it is essential to minimize the material recorded verbatim (James,
1976).
ANSWER
Version A: plagiarism (no reference)

In research papers students often quote excessively, failing to keep quoted material down to a desirable
level. Since the problem usually originates during note taking, it is essential to minimize the material
recorded verbatim.

Version B: Plagiarism (Wrong reference)

Students should take just a few notes in direct quotation from sources to help minimize the amount of
quoted material in a research paper (Lester, 1976).

Version C: Plagiarism (very similar to the original)

Students often use too many direct quotations when they take notes, resulting in too many of them in the
final research paper. In fact, probably only about 10% of the final copy should consist of directly quoted
material. So it is important to limit the amount of source material copied while taking notes (James,
1976).

Version D: NO plagiarism

Below is an excerpt from the article: Levenson, M. R., & Park, C. L. (2002). Drinking to cope among college students:
Prevalence, problems and coping processes. Journal on Studies on Alcohol, 63, 486-497:
“Drinking to cope is very common among college students and is related to much higher levels of alcohol consumption,
episodes of heavy drinking, and levels of both negative and positive alcohol related consequences” (p. 486).
Which of the following examples correctly paraphrases the above passage (without plagiarizing).

A. “Drinking to cope is very common among college students and is related to much higher levels of alcohol
consumption."

B. When people drink to cope they are heavy drinkers and experience both negative and positive consequences.
 C. Levenson and Park (2002) found that drinking to cope is very common among college students and is related to much
higher levels of alcohol consumption.

D. Levenson and Park (2002) found that when college students drink to cope, they drink more frequently and more
heavily than those who do not drink to cope.

FIND THE ANSWER YOURSELF

ENG 341 IN TEXT CITATION EXERCISE.

1. When citing one or two authors in-text, never use et al; instead, always provide the author(s)' names.
[ True / False]
2. When providing two or more authors' names in a parenthetical citation, use "and" to join the names,
not the ampersand symbol. For example, (Lastname, Lastname, and Lastname, year, p. X). [ True /
False]
3. Et al. should be used after the first author's last name every time a source with three to five authors is
introduced in the text. For example: "Lastname et al. (year) argued that...". [ True / False]

4. When mentioning a source with six or more authors in a sentence, in either a parenthetical citation or
in the sentence text, only the first author's name and et al. should be provided: "Lastname et al. (year)
argued that...". [ True / False]

FIND THE ANSWER YOURSELF

IN-TEXT CITATION EXERCISE

There are SIX mistakes in the in-text citations used in the literature review extract below. Identify them
by writing them in the table below and then put them in the correct format in the table below.

A significant level of customer satisfaction is among the most critical indicators of the business’s future.
Customers who are satisfied are also loyal and this ensures a consistent cash-flow for the business in the
future. Moreover, stability in business relations is also beneficial where the positive quality image
minimizes the cost for a cur-rent customer (Matzler, Hinterhuber, Bailom, Smith & Sauerwien, 1996).
According to (Hom ,2000), satisfaction refers to a feeling or a short term attitude that can change owing
to various circumstances. It exists in the user’s mind and is unlike observable behaviors like product
choice, complaint or repurchase. In a related study, John & Linda (1976) investigated the relationship
between expectations, performance and satisfaction. The findings revealed that when a customer judges
the performance of a product, he usually compares a set of performance outcomes that are expectations.
The product is then likely to be considered as dissatisfactory or satisfactory. In another related study,
Johnson, T., Anerson, F. and Fornell, D. (1995) developed and tested alternative models of market-level
expectations, perceived product performance, and customer satisfaction. They revealed that in a
particular period, “satisfaction is positively impacted by performance and expectations where
performance effects reveal the impact that experiences of the product or service have upon satisfaction
and expectation effects reveal the impact that past performance information has upon satisfaction”. They
stated that managers inclined to maximize market satisfaction for the purpose of enhancing future
profitability is better off investing in long-run quality improvement strategies and methods. Similarly,
Anderson and Sullivan (1993, p.72) examined the antecedents and outcome of firms’ customer
satisfaction and found that quality falling short of expectations have higher impact on satisfaction and
retention compared to those exceeding expectations.

Mistake Correction
1
2
3
4
5
6
ANSWER

A significant level of customer satisfaction is among the most critical indicators of the business’s future.
Customers who are satisfied are also loyal and this ensures a consistent cash-flow for the business in the
future. Moreover, stability in business relations is also beneficial where the positive quality image
minimizes the cost for a cur-rent customer (Matzler, Hinterhuber, Bailom, Smith & Sauerwien, 1996).
(Matzler et. al 1996)
According to (Hom ,2000) Hom (2000), satisfaction refers to a feeling or a short term attitude that can
change owing to various circumstances. It exists in the user’s mind and is unlike observable behaviors
like product choice, complaint or repurchase. In a related study, John & Linda (1976) John and Linda
(1976) investigated the relationship between expectations, performance and satisfaction. The findings
revealed that when a customer judges the performance of a product, he usually compares a set of
performance outcomes that are expectations. The product is then likely to be considered as
dissatisfactory or satisfactory. In another related study, Johnson, T., Anerson, F. and Fornell, D. (1995)
(3 mistakes) Johnson et. al (1995, page number) developed and tested alternative models of market-level
expectations, perceived product performance, and customer satisfaction. They revealed that in a
particular period, “satisfaction is positively impacted by performance and expectations where
performance effects reveal the impact that experiences of the product or service have upon satisfaction
and expectation effects reveal the impact that past performance information has upon satisfaction”. They
stated that managers inclined to maximize market satisfaction for the purpose of enhancing future
profitability is better off investing in long-run quality improvement strategies and methods. Similarly,
Anderson and Sullivan (1993, p.72) No need for page number because there is no quote examined the
antecedents and outcome of firms’ customer satisfaction and found that quality falling short of
expectations have higher impact on satisfaction and retention compared to those exceeding expectations.