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.

 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)

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.

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.