Individually, you are to prepare a case study report with recommendations based on a service experience of your own. You are to bring a perspective of the impact of COVID-19 pandemic while writing this case study.

Assessment Description

The purpose of this assessment is to develop students’ ability to discuss the consumer decision making process in a services marketing context concerning the identification and interpretation of contemporary trends in the service industry.

Assessment Instructions

You are required to choose a recent service failure experience you have encountered during COVID-19 crisis in Australia. Service failure can be defined as a breakdown in the service delivery process orwhen the service delivery is unable to meet customers’ expectation.

Structure of the report in MS Word format should include

Introduction (300-400 words): Set the scene here, describe the scenario, provide facts, feelings, context etc. Provide a clear description of the service delivery failure incident/scenario. Include an analysis of the roles and scripts of the service personnel
Discussion (700-800 words): Here you have to move away from your feeling and discuss the scenario in a neutral perspective in alignment based on theory studied in weeks 9-12, along with identification of complaint type made by you and a root cause for the delivery failure.
Recommendation and service recovery strategy (300-400 words): Propose a service recovery program and strategy for your chosen incident. Recommendations for maintaining customer loyalty and retention in the same context of your incident/scenario.
Conclusion (100-150 words)
Reference list (not included in word count)
You must incorporate theories and concepts related to services marketing. In preparing your submission,
you will need to use at least 8 sources of information and reference these in accordance with Kaplan Harvard Referencing Guide. These may include corporate websites, government publications, industry reports, census data, journal articles, and newspaper articles. These sources should be included as in-text citations and a reference list at the end of your report.
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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 Submission

This file must be submitted as a ‘Word’ document to avoid any technical issues that may occur fromincorrect file format upload. Uploaded files with a virus will not be considered as a legitimate submission. Turnitin will notify you if there is an issue with the submitted file. In this case, you must contact your workshop facilitator via email and provide a brief description of the issue and a screenshot of the Turnitin error message. You are also encouraged to submit your work well in advance of the deadline to avoid any possible delay with the Turnitin similarity report or any other technical difficulties.

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 the 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/about-us/school-policies

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

Important Study InformationAcademic Integrity Policy

KBS values academic integrity. All students must understand the meaning and consequences of cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.

What is academic integrity and misconduct? What are the penalties for academic misconduct? What are the late penalties?
How can I appeal my grade?

Click here for answers to these questions:

http://www.kbs.edu.au/current-students/student-policies/.

Word Limits for Written Assessments

Submissions that exceed the word limit by more than 10% will cease to be marked from the point at which that limit is exceeded.

Study Assistance

Students may seek study assistance from their local Academic Learning Advisor or refer to the resources on the MyKBS Academic Success Centre page. Click here for this information.

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Assessment Information

MKT203 Assessment 3 Marking Rubric – Case Study Analysis 40%

Marking Criteria (__/100)	F(Fail) 0 – 49%	P (Pass) 50 – 64%	C (Credit) 65 – 74%	D (Distinction) 75 – 84%	HD (High Distinction) 85 – 100%
Introduction __/10 marks	You wrote an introduction that is unclear and/or vague. It does not cover the significant findings of your report.	You have written a basic introduction. Further insights on the report and findings would be beneficial.	You have written an introduction that covers all the aspects of your report.	You have written a detailed introduction that covers all the aspects and the significant findings of your report.	You have written a comprehensive introduction that covers all the aspects and the significant findings of your report.
Discussion __/20 marks	Your discussion provides an overview of the chosen service failure scenario that is not clear and/or relevant to the assessment task. Your analysis of the service failure incident lacks depth and/or is not relevant to the assessment task.	Your discussion provides a basic overview of the chosen service failure scenario. The details and depth of discussion about the chosen service failure incident are insufficient.	Your discussion provides an overview of the chosen service failure scenario. The details and depth of discussion about the chosen service failure incident are insufficient.	Your discussion is clear and provides an overview of the chosen service failure scenario. You have discussed the chosen service failure incident in sufficient depth.	Your discussion is comprehensive and provides a concise overview of the chosen service failure scenario. You have discussed the chosen service failure incident in exemplary depth.
Theory Application __/10 marks	You identified unsuitable theories/concepts from weeks 9 to 12, relevant to the service marketing and the delivery failure incident.	You identified somewhat suitable theories/concepts from weeks 9 to 12, relevant to the service marketing and the delivery failure incident	You identified mostly suitable theories/concepts from weeks 9 to 12, relevant to the service marketing and the delivery failure incident	You identified suitable theories/concepts from weeks 9 to 12, relevant to the service marketing and the delivery failure incident	You identified all of the suitable theories/concepts from weeks 9 to 12, relevant to the service marketing and the delivery failure incident
Recommendations __/20 marks	You have proposed unclear or no strategic recommendation that demonstrate an understanding of the delivery failure incident and recovery strategies.	You have proposed strategic recommendations that demonstrate a limited understanding of the delivery failure incident and recovery strategies.	You have proposed strategic recommendations that demonstrate a suitable understanding of the delivery failure incident and recovery strategies.	You have proposed strategic recommendations that demonstrate an advanced understanding of the delivery failure incident and recovery strategies.	You have proposed strategic recommendations that demonstrate an expert understanding of the delivery failure incident and recovery strategies.
Use of sources/supportive evidence __/10 marks	Your research lacks focus and/or you have chosen unsuitable or bogus sources, which do not link to the required assessment task.	You have demonstrated a basic level of research, which is supported by a reasonable selection of primary and/or secondary sources.	You have demonstrated substantial research, which is supported by a reasonable selection of primary and secondary sources.	You have demonstrated substantial research, which is supported by an appropriate selection and range of primary and secondary sources.	You have demonstrated extensive research, which is supported by an appropriate selection and range of primary and secondary sources.
Report Format __/10 marks	The format chosen for your report is inappropriate and/or lacks thought and consideration for the intended audience.	The format chosen for your report is appropriate, but further attention to detail would improve its presentation.	The format chosen for your report is appropriate, but minor changes would enhance its presentation.	Your report is professionally presented and has been submitted in the appropriate format.	Your report is professionally presented and exceeds expectations for what is suitable for a business environment.
Spelling and Grammar __/10 marks	Spelling and/or grammar is consistently incorrect. It impacts on the flow and readability of your analysis.	Though there are some errors in grammar and spelling, these do not detract from the readability and flow of your analysis.	Mostly correct grammar and spelling but any errors do not impact on the readability and flow of your analysis.	Errors in grammar and spelling are rare, which enhances the readability and flow of your analysis.	Perfect grammar and spelling throughout, which enhances the readability and flow of your analysis.
In-text Citations and Referencing __/10 marks	Neither in-text referencing and/or reference list adheres to Kaplan Harvard Referencing Style.	In-text referencing or the resultant reference list adheres to Kaplan Harvard Referencing Style, with some errors.	Both, in-text referencing and the resultant reference list adhere to Kaplan Harvard Referencing Style, with some errors.	Both, in-text referencing and the resultant reference list adhere to Kaplan Harvard Referencing Style, with only occasional minor errors.	Both, in-text referencing and the resultant reference list adhere strictly to Kaplan Harvard Referencing Style, with no errors.
Feedback and grades will be released via MyKBS.

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