Recent Question/Assignment

Assessment Information 3
Subject Code: MKT203
Subject Name: Services Marketing
Assessment Title: Case study report
Weighting: 40%
Total Marks: 40
Length 1500 words (+/- 10% word allowance)
Due Date: Week 13
Assessment Description
You are required to choose a recent service failure experience you have encountered. You are to draw the service process map, identify the contact points (touchpoints), and the service delivery failure you encountered in your service experience.
You are to apply service quality and customer satisfaction theories learnt in class and analyse the service experience. You are then required to develop a service recovery strategy and customer service function that will assist in improving the customer post purchase behaviour and promote customer loyalty.
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Your report must include following,
• Clear description of service delivery failure incident/scenario. Include analysis of the roles and scripts of the service personnel
• Based on theory studied in week 10, identify type of complaint, root cause.
• Propose a service recovery program and strategies for your chosen incident.
• Recommendations for maintain customer loyalty and retention in the same context of your incident/scenario.
Structure of the report should include
• Introduction
• Service Process map
• Analysis
• Recommendation and service recovery strategy
• Conclusion
• Reference list
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
Assessment Information
Assignment Submission
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Late assignment submission penalties
Penalties will be imposed on late assignment submissions in accordance with Kaplan Business School “late assignment submission penalties” policy.
Number of days Penalty
1* - 9 days 5% per day for each calendar day late deducted from the total marks available
10 - 14 days 50% deducted from the total marks available.
After 14 days Assignments that are submitted more than 14 calendar days after the due date will not be accepted and the student will receive a mark of zero for the assignment(s).
Note Notwithstanding the above penalty rules, assignments will also be given a mark of zero if they are submitted after assignments have been returned to students
*Assignments submitted at any stage within the first 24 hours after deadline will be considered to be one day late and therefore subject to the associated penalty
For more information please read the full policy via https://www.kbs.edu.au/wp-content/uploads/2016/07/KBS-Assessment-Policy-v4.5_incl-SC-form-andMed-Cert_final.pdf
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COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
Assessment Information

Assessment Report Marking Rubrics
Criteria Fail Pass Credit Distinction High Dist’n
Understanding of the project
Key points left out. No grasp of issues that faced the client. Over reliance on notes. Includes some issues but analysis glossed over. Team seemed uncomfortable to go beyond key facts. Includes all issues, analysis and recommendations but with little elaboration. Not integrated with theory or are not justified. Builds convincing argument showing how key issues, analysis and recommendations are integrated together. Builds convincing argument showing how all key points are integrated together. Uses examples to elaborate the key points and theory.
Introduction / Conclusion Introduction missing or underdeveloped. Reader has no idea what the assessment will be or was about. No conclusion. Assessment just finishes. Limited clarity of purpose / overview. Highlights key issues but interpretation of these. Conclusion weak. Doesn’t tie in with what was introduced. Provides purpose for assessment, highlights and interprets key issues to be addressed but recommendation but not integrated. As for level below plus shows consistency between marketing problem identification and final recommendations well established. Engaging conclusion clearly sums up assessment and relates back to the introduction.
Evidence of analysis and
3rd party support No references to any sources. Suggestions/recommendations just seem appear. Steps used in analysis shown but little justification why or how these are used to develop recommendations. Background research and analysis of this is clearly identifiable. Steps used are shown and some rationale for the development of recommendations provided. Evidence of extensive research and analysis: journals, prescribed text, other books, verified websites, primary research. Used references to justify analysis
As for level below plus able to use references to back up claims and recommendations made.
Recommendations clear come from the analysis of the project.
Recommendations Recommendations missing Recommendations very general in nature – client would not be able to implement them without doing further analysis. Recommendations given in a way that they could be implemented but no justification given or benefits explained to the client Recommendations are logical and feasible. Timelines and justifications for these provided. Ties in with the clients brief. Recommendations can easily be implemented. Timelines, responsibilities and costs provided.
Organisation No structure to the assessment. Reader cannot follow sequence. No introduction or conclusion.
Apparent that group is not working well together. Group members missing (without valid reason) or not contributing. Ideas not focused. Reader may have difficulty following argument. Main points difficult to identify. No transition between key points. Awkward transition between speakers. Assessment appears to be done by individuals rather than group. Main ideas presented in logical manner. Flow of assessment may be awkward. Group members demonstrate that they have worked on assessment as a whole.
All group members take equal share in assessment. Main ideas presented in logical manner. Flow of assessment smooth between speakers. Shows that the group has worked collaboratively Ideas clearly organised so Reader can follow easily. The purpose of the assessment is clear in all stages.
Seamless transition between speakers.
Feedback will be released via Turnitin.
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.