代写 7109HSL 3155GC Introduction to the Service Industries

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    Individual Assignment
      Presentation Format:
    o  Written formal report, with numbered headings and table of contents
    o  Microsoft Word document
    o  12-point Arial or Times New Roman, 1.5 line spacing, 2.54 cm margins,
    aligned left
      Length: 3,000 words (including executive summary; excluding reference list) (±
    10%)
      Submission Deadline:
    o  Final: MONDAY, 09 May 2016 by 5pm via Turnitin
      Learning Objectives Assessed: 1, 2, 3, 4, 5
      Total Weight: 30%. University policies apply for plagiarism and late submissions.
    Introduction:
    Web 2.0 platforms have transformed how consumers and producers interact within
    tourism and hospitality landscape. Social media platforms facilitate real time
    electronic word-of-mouth (eWOM) communication between producers and
    consumers, as well as between consumers themselves. One such platform is
    TripAdvisor. TripAdvisor is the largest travel related user-generated content website.
    Customers are able to post their lived experiences on TripAdvisor, making the
    website a trusted source of information. Thus, TripAdvisor play a key role in shaping
    and influencing potential service consumption decisions and influence perception of
    service value.
    This has numerous implications on the management of core and supplementary
    services. From the industry perspective, user-generated content provides a rich
    source of customer feedback, revealing determinants of customer delight (or
    disgust), enabling service industry operators to identify areas for service quality
    improvement. Technology can be thus be used to build customer loyalty and
    manage service recovery.
    Aim:
    The aim of this assessment is to deepen student understanding of the role
    technology plays in influencing customer perceptions of quality in the highly complex
    and interdisciplinary nature of service settings.
    Task Description:
    Based on any ONE of the service operations listed from the TripAdvisor website
    (links below), conduct a comprehensive online research of customer feedback
    focusing on “TERRIBLE” and “POOR” reviews. Analyse commentaries provided in
    English language only.
    2
     Sage Cafe Restaurant, Gold Coast:
    http://www.tripadvisor.com.au/Restaurant_Review-g658842-d945837-
    Reviews-Sage_Cafe_Restaurant-Broadbeach_Gold_Coast_Queensland.html
    (Service provider webpage: http://www.sagerestaurant.com.au/ )
     Australis Sovereign Hotel, Gold Coast:
    http://www.tripadvisor.com.au/Hotel_Review-g255072-d285614-Reviews-
    Australis_Sovereign_Hotel-Surfers_Paradise_Gold_Coast_Queensland.html
    (Service provider webpage: http://www.hotelsone.com/surfers-paradise-
    hotels-au/australis-sovereign-
    hotel.html?as=g&aid=6481710518&dsti=241679&dstt=8&label=ggehoeu-
    bh42124&akw=australis%20sovereign%20hotel%20gold%20coast&asrc=Sea
    rch&ast=&gclid=CJHrq93PuMYCFVckvQodrg8Lqg)
     Mantra Sun City, Gold Coast:
    http://www.tripadvisor.com.au/Hotel_Review-g255072-d256752-Reviews-
    Mantra_Sun_City-Surfers_Paradise_Gold_Coast_Queensland.html
    (Service provider webpage: http://www.mantra.com.au/queensland/gold-
    coast/surfers-paradise/accommodation/resorts/mantra-sun-
    city/?cvosrc=ppc.google.mantra%20sun%20city%20gold%20coast&matchtyp
    e=e&gclid=CIyCwrfPuMYCFYeXvQodFW8E6A)
     Dracula's Cabaret Restaurant, Gold Coast:
    http://www.tripadvisor.com.au/Restaurant_Review-g658842-d724299-
    Reviews-Dracula_s_Cabaret_Restaurant-
    Broadbeach_Gold_Coast_Queensland.html
    (Service provider webpage: https://draculas2-px.rtrk.com.au/)
    Based on your analysis:
    1. Executive summary (approx. 200 words)
    2. Identify the three core service quality issues facing the service operation
    (approx. 700 words)
    3. With reference to relevant service management theories/models, establish
    quality specification-actual service gaps by critically evaluating what the
    service provider promotes on its website and customer reviews (approx. 700
    words)
    4. Recommend innovative solutions for the core and supplementary services,
    with a focus on creating customer value, and reducing service quality gaps
    (approx. 700 words)
    5. Critically evaluate outcomes of implementing the recommended solutions on
    business performance (approx. 700 words)
    3

    代写 7109HSL 3155GC Introduction to the Service Industries

     
    Assignment Submission
    This assignment must be submitted electronically using TurnItIn. You will find two
    TurnItIn submission points under your course folder Assessment > Individual Written
    Assignment. One is a DRAFT and the other is a FINAL submission point.
    Submit your draft assessment at the draft submission point. You will receive a report
    indicating the proportion of text-matching within your assignment. This draft
    submission does not count towards your final marks, and will not be marked. Please
    ensure you submit your FINAL assessment to the FINAL submission point.
    TurnItIn is an online text-matching service available through the course
    Learning@Griffith site. It enables students to submit electronic versions of their
    assignments via the internet, and generate a text-matching report. This service is
    designed to aid in educating students about plagiarism and the importance or proper
    attribution of any borrowed content. It is recommended that all students utilise this
    service prior to submitting a hard copy of their assignments. A student user guide to
    TurnItIn is available at the following site:
    https://intranet.secure.griffith.edu.au/__data/assets/pdf_file/0010/585685/UsingTurnIt
    InStudentGuide.pdf
    Citation and Referencing:
    The assignment should show evidence of research, with references from relevant
    academic journals. You should use minimum 12 (TWELVE) peer reviewed
    academic journal articles and use them as the foundation for your report.
    Citation and referencing format should conform to APA reference style (please refer
    to this link for reference styles guidance:
    https://app.secure.griffith.edu.au/reference_tool/index-core.php)
    4
    Marking Criteria – (30%):
    This assignment will be assessed based on the following criteria:
    Program
    Master of Business
    Course Code  7109HSL
    3155GC
    Course Title  Introduction to the Service Industries
    Semester Offering
    Semester 1, 2016  Assessment Task Individual
    Assignment
    Assessment Weighting
    30%
    Goal No.  Objective No.  Objective Description  Objective Name
    2  2.2  Demonstrate advanced written communication skills through the development and
    expression of ideas in a sport, event, or tourism and hospitality management
    context.
    Written Communication
    CRITERIA  EXCELLENT  VERY GOOD  GOOD  SATISFACTORY  UNSATISFACTORY  MARK

    代写 7109HSL 3155GC Introduction to the Service Industries
     
    Executive
    summary
    Excellent summary;
    providing a very clear
    purpose which ensures
    all areas relevant to the
    topic are clearly
    outlined. Clear
    identification of service
    provider name and
    location.
    Very good summary;
    providing a mostly
    clear purpose which
    ensures most areas
    relevant to the topic
    are clearly outlined.
    Clear identification of
    service provider name
    and location
    Good summary,
    addresses some
    points, lacks some
    detail; ensures some
    areas relevant to the
    topic are outlined.
    Clear identification of
    service provider name;
    fails to identify service
    provider location
    Fair summary;
    addresses limited
    points, lacks detail; of
    which few areas are
    outlined.
    Fails to identify service
    provider name and
    location
    Very poor or non-
    existent summary.
    Includes, if at all, any
    areas relevant to the
    topic are identified.
    Fails to identify service
    provider name and
    location
    5  4  3  2  1  /5
    1. Identify service
    quality issues
    Demonstrates
    thorough and excellent
    understanding of three
    core service quality
    issues facing the
    service provider.
    With reference to
    academic literature,
    provides an excellent
    definition of service
    quality. Service quality
    issues are established
    through linking to
    Demonstrates clear
    understanding of three
    core service quality
    issues facing the
    service provider. With
    reference to academic
    literature, provides a
    clear definition of
    service quality. Service
    quality issues are
    clearly linked to
    existing
    theories/models and
    Demonstrates
    understanding of some
    service quality issues
    facing the service
    provider. With
    reference to academic
    literature, provides a
    clear definition of
    service quality. Good
    attempt to link service
    quality issues to
    existing
    theories/models and
    Demonstrates limited
    understanding service
    quality issues facing
    the service provider. A
    vague definition of
    service quality. Poor
    attempt to link service
    quality issues to
    existing
    theories/models and
    academic literature.
    Demonstrates no
    understanding
    of service quality
    issues facing the
    service provider. No
    definition of service
    quality provided.
    Service quality issues
    are not linked to
    existing
    theories/models or
    academic literature.
    5
    existing
    theories/models and
    academic literature.
    academic literature.  academic literature.
    20 – 17  16-13  12-9  8-5  4-0  /20
    2. Establish quality
    specification-
    actual service
    gaps
    Demonstrates a
    thorough and excellent
    understanding of key
    theories/models in
    establishing quality
    specification and actual
    service gaps.
    Work based on
    insightful critical
    analysis which displays
    a consistent integrated
    theme throughout.
    Demonstrates clear
    understanding of key
    theories/models in
    establishing quality
    specification and actual
    service gaps.
    Maintains a unified
    theme consistently
    throughout the work.
    Demonstrates
    understanding of key
    theories/models in
    establishing quality
    specification and actual
    service gaps which is
    sometimes
    descriptive. Evidence
    of emergent overall
    unifying theme.
    Demonstrates limited
    understanding of key
    theories/models in
    establishing quality
    specification and actual
    service gaps and lacks
    critical analysis. Some
    identifiable theme
    evident.
    Demonstrates no
    understanding of key
    theories/models in
    establishing quality
    specification and actual
    service gaps. No
    consistent uniting
    theme.
    20 – 17  16-13  12-9  8-5  4-0  /20
    3. Recommend
    innovative
    solutions
    Demonstrates
    excellence in solving
    service management
    problems identified in
    previous section.
    Suggested solutions
    are highly innovative
    and realistic strategies,
    demonstrating
    creativity and depth of
    understanding.
    Demonstrates clear
    competence in solving
    service management
    problems identified in
    previous section.
    Suggested solutions
    are realistic and
    straight-forward
    strategies. Very good
    attempt at innovation is
    clear.
    Makes a sound attempt
    to solve service
    management problems
    identified in previous
    section. Suggested
    solutions are relatively
    straight-forward
    strategies. Some
    attempt at innovation is
    clear.
    Very basic solutions
    which are not specific
    to the service
    management problems
    identified in previous
    section.
    Makes limited or not
    attempt to solve
    service management
    problems identified in
    previous section.
    20 – 17  16-13  12-9  8-5  4-0  /20
    4. Evaluate
    outcomes of
    implementing
    recommended
    solutions
    Excellent evaluation of
    the outcomes of
    implementing the
    recommend solutions
    on service
    performance.
    Concludes with a
    convincing justification
    for actions that solve
    Very good evaluation
    of the outcomes of
    implementing the
    recommend solutions
    on service
    performance.
    Concludes with a very
    good justification for
    actions that solve the
    Good evaluation of the
    outcomes of
    implementing the
    recommend solutions
    on service
    performance.
    Concludes with a good
    justification for actions
    that solve the service
    Demonstrates limited
    evaluation of the
    outcomes of
    implementing the
    recommend solutions
    on service
    performance.
    Concludes with a
    limited justification for
    No evaluation of the
    outcomes of
    implementing the
    recommend solutions
    on service
    performance.
    No justification for
    actions that solve the
    service quality
    6
    the service quality
    specification-actual
    service gaps.
    service quality
    specification-actual
    service gaps.
    quality specification-
    actual service gaps.
    actions that solve the
    service quality
    specification-actual
    service gaps.
    specification-actual
    service gaps.
    20 – 17  16-13  12-9  8-5  4-0  /20
    Sources and
    evidence
    Evidence of extremely
    wide reading of
    relevant academic
    literature from an
    impressive range of
    sources. Excellent in-
    text citation and
    reference list.
    Evidence of adequate
    reading relevant
    academic literature
    from a variety of
    sources for
    ideas/factual
    statements. Very good
    attempt at in-text
    citation and reference
    list.
    Evidence of reading
    relevant academic
    literature, with a good
    number of sources for
    ideas/factual
    statements. Good
    attempt at in-text
    citation and reference
    list.
    Some evidence of
    reading relevant
    academic literature, but
    only a limited number
    of sources for
    ideas/factual
    statements. Basic in-
    text citation and
    reference list.
    No evidence of reading
    relevant academic
    literature, with no
    sources for
    ideas/factual
    statement. Poor
    attempt at in-text
    citation and reference
    list.
    10 – 9  8 – 7  6 – 5  4 – 3  2 – 1  /10
    Expression &
    presentation
    Excellent structure with
    skillful, concise logical
    flow of ideas. Highly
    professional
    appearance and
    presentation which is
    virtually error free.
    Complies with
    assessment format
    guidelines.
    Very good structure
    with clear, concise
    logical flow of ideas.
    Professional
    appearance and
    presentation, with only
    minor errors in editing.
    Complies with
    assessment format
    guidelines.
    Good structure with
    logical flow of
    ideas/concepts. Good
    appearance and
    presentation
    throughout, with few
    errors in spelling,
    grammar and/or
    punctuation. Complies
    with assessment
    format guidelines.
    Basic structure with
    logical flow of
    ideas/concepts.
    Acceptable
    appearance and
    presentation
    throughout, with some
    errors in spelling,
    grammar and/or
    punctuation. Fails to
    strictly comply with
    assessment format
    guidelines in places.
    Poorly structured with
    disjointed and
    incoherent flow of
    ideas/concepts.
    Unprofessional
    appearance and
    presentation
    throughout, with
    frequent errors in
    spelling, grammar
    and/or punctuation.
    Fails to comply with
    assessment format
    guidelines.
    5  4  3  2  1  /5
    /100
    代写 7109HSL 3155GC Introduction to the Service Industries