英国 assignment 代写 Service Management

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英国 assignment 代写 Service Management

Service Management

Hong Kong

Student Study Guide

Authors: Simon Chiu, Stephen Taylor & Ros Sutherland

The Business School

www.napier.ac.uk/business-school

2016 Edition

The module material has been written and developed by

S. Chiu, S. Taylor & R. Sutherland • The Business School • Edinburgh Napier University

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means –

electronic, electrostatic, magnetic tape, mechanical, photocopying, recording or otherwise – without permission in writing from

Edinburgh Napier University, 219 Colinton Road, Edinburgh, EH14 1DJ, Scotland.

Contents

1 Welcome to Service Management 1

1.1 What is the module about? 2

1.2 Aims and learning outcomes 2

1.3 Studying this module 3

1.4 Student learning guidelines 3

1.5 Teaching and learning style 4

1.6 Assessment 5

1.7 Study time 5

1.8 Communication during the module 6

1.9 Lecture & workshop programme of study 6

1.10 Keeping in touch and staff contacts 8

1.11 Assessment: Part One 8

1.12 Assessment: Part Two 10

1.13 Assessment criteria for the module assignment marking 12

2 Further Reading and Other Resources 15

3 Assessment Guideline 17

3.0 Sample assignment topic 17

3.1 Guidance notes on the coursework assignment 17

3.2 Guidance notes for report writing 17

3.3 Plagiarism 21

3.5 Module examination guidance 22

Welcome to Service Management

Service Management

Student Study Guide

Welcome to Service Management

Hello and welcome to Service Management.

My name is Simon Chiu and I am the leader for this module. This module will be

delivered by your local lecturer/tutor Francis Leung in partnership with School of

Continuing and Professional Education City University of Hong Kong with effect from

the end of May 2016.

This student guide has been developed to help as you attend the lectures and

tutorials in Hong Kong. I have also drawn up guidance for the coursework

assignment and I shall prepare your final examination and a workshop will be given

to support you by the local tutor.

The module will commence with a series of lectures in January 2016. Thereafter, you

will be supported in your studies by your local lecturer/tutor who will deliver all the

lectures and tutorials. If you have any queries as you work through this module you

should direct these in the first instance to the local tutor or the local Programme

Administrator (full contact details are provided in section 1.6).

Wishing you good luck in your studies and I hope that you will enjoy this module.

Simon Chiu

Business School

Edinburgh Napier University

Welcome to Service Management

Service Management

Student Study Guide

英国 assignment 代写 Service Management

1.1 What is this module about

The module provides a foundation of knowledge, application of skills and

understanding of service. The module covers the following topics:

 The nature of services, service encounter, service design, service delivery

systems and processes

 Service quality and service experiences

 The nature of operations management

 The principles of managing capacity

 Pricing and revenue management as a means to control demand and supply

 Control and Evaluation in services

 Contextualisation of the principles of service operations management within

service industry.

1.2 Aims and learning outcomes

This module aims to provide students with the knowledge and skills necessary for

service management. Throughout it will emphasise the characteristics of service and

the implications for managing in this sector; where appropriate concepts and

techniques will be drawn from HRM, Marketing, Operations Management and their

value emphasised. The concept of service will embrace with manufacturing and

service organisations, public and private, large and small. You will learn that service

management offers up unique challenges not least of which is the management of

people (employees and customers) in the provision of service quality and the

evaluation of service performance.

 An understanding of the characteristics of service encounters and their

management implications

 Knowledge and understanding of principles of revenue management and their

implications on service management

At the end of this module, students should be able to:

 Critically reflect upon the nature and challenges of service management.

 Analyse the role of, and relationships between HRM, Operations and Marketing

in the provision of service.

 Apply the concept of service across a range of situations/contexts.

Welcome to Service Management

Service Management

Student Study Guide

 Apply a range of tools and techniques necessary for delivering and evaluating

service performance.

 Demonstrate knowledge and understanding of contributions from classical and

contemporary thinking in services.

 Interpret services management scenarios using case study/scenario approach

within a timed framework

1.3 Studying this module

This student study guide has been written to support you as you attend the lectures

and tutorials in Hong Kong. You will be supported in your studies by your local

lecturers/tutors who will take lecture/tutorial sessions. Any questions should be raised

at the weekly tutorials. Equally important, we expect you to make a contribution to the

classes. Your contribution is important not just for your own learning, but provides

stimulus for the learning for the whole group. In addition, it provides ideas for the

ongoing development of the module. Therefore, we are all part of a team to ensure

the successful delivery of the module.

As regards the structure and content of this module there are a number of points that

I would like to make. Firstly, this module will be introduced by your local lecturer/tutor

and they will deliver the lectures and tutorials during the end of May to September,

2016. A copy of the slides which they will use during these lectures will be provided

to you via Moodle. An outline of the tutorial programme is given in 1.9. A pre-exam

revision session will also be delivered by her during the tutorial programme.

1.4 Student learning guidelines

This module aims to introduce the student to the nature of service management in a

lecture programme of 12 x 2 hour lecture (every week), 12 hours Case

Study/practical sessions/assignment workshop/exam workshop.

Students are expected to attend all classes, and do the activities and reading

suggested. There will be preparation for classes. Please make sure you do this

preparation otherwise it could hold everyone else back. Often the preparation is in

the form of thinking about your own knowledge and it will involve with discussing with

other students in the group and sharing experiences or making a few notes from

various sources to bring along to the class.

You should have time to do this as according to the module descriptor ‘student

centred learning’ amounts to an average of approximately 7 hours of self-study per

week, including preparation for lectures, tutorials and assessments.

Welcome to Service Management

Service Management

Student Study Guide

It is also expected that students will be able to integrate concepts from other areas of

the course into their studies for this module and vice versa.

Students are encouraged to bring their own ideas along to the classes and to raise

points of interest: time will be found in the classes to explore these.

1.5 Teaching and learning style

The module is based around a student open learning system. Students will be

expected to prepare for each seminar/tutorial, this is based upon approximately one

reading every week i.e. case studies, research papers or chapters from core text etc.

Students will be issued with module pack in the first week and all other readings will

be given in advance to students or they will be guided towards an appropriate

reference. All material will be available in advance for preparation purposes. It is

essential that students purchase or have access to the core text.

The report, is about ‘separation of issues’ and ‘application and evaluation of theory’ in

order to test students reflective thinking ability. This assignment is based upon

learning outcomes of 1 to 5 of the module. Please note, this assessment is an

individual assignment, and the university plagiarism policy will be strictly enforced.

The second assessment is a written examination, two questions must be answered

from the list of four. At the examination the students are given questions relating to

the theories from the study of this module which they have to complete in 2 hours.

This assessment addresses learning outcomes 1 to 5.

The tutorials are designed to promote discussion from the lecturing materials in order

to develop reflective and analytical skills and meanwhile to prepare the examination.

Due to the nature and level of this module, it is very important that students come to

the workshop prepared i.e. case studies and readings etc. If students have not

prepared for the workshop, students will be excluded, as all students must begin at

the same learning point. Students, who have not done the preparation, will have to

undertake the tutorial work under their own guidance or may have the opportunity to

join another tutorial group in discussion with the module leader.

Welcome to Service Management

Service Management

Student Study Guide

1.6 Assessment

Students will be assessed in this module by coursework and examination.

Coursework

Students are required to write a 3,000 (no less than 2,500 words) words report from a

given topic. The report must be Harvard referenced with a bibliography containing the

range of research material. The total mark is scaled to 50% of the final module mark.

Examination

This is a formal invigilated examination. Students will be required to attempt 2 essay

type questions from 4 and each question carries equal marks.

Assessment

Assessment Method Weighting Submission/Exam Date

Research Report 50% 19 August 2016 (week 12)

Exam 50% 11 September 2016 ( Week 16)

1.7 Study time

From the beginning of each Module students will have 12 weeks in which to study the

subject matter, attend lectures and tutorials, prepare their assignment and prepare

for the Module examination. It is normal for students, at the beginning, to feel that

both the assignment and examination are far away – however this can be a trap for

the unsuspecting student!

The key to ensuring you to compete on time is to keep constantly monitoring where

in the tutorial programme students should be and where each individual student

actually is. If you feel you are slipping behind you need to try first to work out why

and second to resolve whatever it is that is keeping them behind. If necessary, speak

to the programme team in the first instance if you think you are experiencing

particular problems. For problems and issues that cannot be resolved locally contact

the Edinburgh Napier Programme Administrator.

The schedule given overleaf is merely a ‘guide’ for you to judge how well you are

keeping pace with the studying/learning of the Module and how well you are keeping

up to the same pace. It should also be of help to you in your tutorial preparation and

contribution. The schedule is based on Weeks of Study: the precise dates of the start

of each week are shown on the scheme of work. For planning purposes take each

week as beginning on a Monday.

Welcome to Service Management

Service Management

Student Study Guide

1.8 Communication during the module

In addition to the lectures and tutorials, the main form of communication for this

module will be through the Moodle. Notices regarding the module, questions and

other issues will all be circulated via this virtual learning environment.

It is important that you check the Moodle at least twice per week and

participate as much as possible in order to make it work.

The teaching team is based at the SCOPE Campus. If you need to contact us outside

of class times, please e-mail or phone us directly. If you need to see any of us

individually for more private discussion, we are happy to help you. Please telephone

or email in order to arrange an appointment. Details can be found in 1.10.

Please e-mail or telephone your tutors if you have any questions while you are

studying this module including assessment, draft checking, etc.

1.9 Lecture & workshop programme of study

Week Theme Tutorial/Reading for Tutorial Key Lecture

Readings

1 Introduction to the

module and

Introducing

services

Case Study Skills

Bank International & LGA Life

What did you discover in terms of

theories from reading this case?

Module Text

Mudie & Pirrie (2006)

- Chp 1

Hoffman et al., (2009)

- Chps 1; 2 & 3

2 Organization for

service

McDonaldization of Services

Reading: Taylor and Lyon(1995);
英国 assignment 代写 Service Management

Taylor(2000)

Mudie & Pirrie (2006)

- Chp 2

3 Design of the

service and the

service delivery

process

What is report writing?

 Definition

 Techniques

 Examples

Mudie & Pirrie (2006)

- Chp 3

Hoffman et al., (2009)

- Chps 6 & 7

4 The service

setting

Servicescapes

Reading: Bitner_1992.servicescape.pdf

Mudie & Pirrie (2006)

- Chp 4

Hoffman et al., (2009)

- Chp 10

5 Service quality Ritz-Carlton Hotel

(to include a brief revision from the

previous lectures before further

discussion on this case)

Mudie & Pirrie (2006)

- Chp 5

Hoffman et al., (2009)

- Chp 15

6 The service

encounter

Service Encounter

Reading: Grove, Fisk and John (2000)

Mudie & Pirrie (2006)

- Chp 6

Hoffman et al., (2009)

- Chp 4

Welcome to Service Management

Service Management

Student Study Guide

7 Managing people The front line employee challenge

workshop, Reading:

I am only a part-timer

Assignment Workshop

Mudie & Pirrie (2006)

- Chp 7

Hoffman et al., (2009)

- Chps 11 & 12

8 Customer

relationship

marketing

Relationship Marketing

Reading: Lijander and Roos(2002)

Mudie & Pirrie (2006)

- Chp 11

Hoffman et al., (2009)

- Chp 13

9 Demand and

capacity

management

Assignment Workshop:

 What are we looking for?

 Suggested structure

 Consultation

Johnston and Clark

2005) Chp 8

10 Service

Communications

Marketing Communication

Reading: Castronovo and Huang

(2012)

Mudie & Pirrie (2006)

- Chp 9

Hoffman et al., (2009)

- Chp 9

11 Performance

measurement

Practical Session:

Disneyland Hong Kong: Capacity

Management

 Capacity Management Exercise:

Disneyland Hong Kong (read the

case from the website)

 Explaining some techniques within

capacity management

 Brief background of Disneyland

Hong Kong

 Apply various techniques to improve

its management of capacity

 Consultation

Mudie & Pirrie (2006)

- Chp 10

12 Monitoring and

evaluating the

service

Exam workshop

 Exam techniques

 Areas to revise

 Exam case will be given so do not

miss the tutorial

Mudie & Pirrie (2006)

- Chp 12

Hoffman et al., (2009)

- Chps 14 & 16

Note:

 All lecture notes will be posted on Moodle and please do make sure you print it

before you attend the lecture. Thank you.

 The third edition of Mudie and Pirrie (2006) is available as an e-book – see

Mudie and Pirrie (2006) in the library catalogue.

Welcome to Service Management

Service Management

Student Study Guide

1.10 Keeping in touch and staff contacts

If you have any queries relating to this module you should address these in class

time. If you have any questions that cannot be answered in class time, you may

contact the Local Tutor or, if necessary, the Module Leader. Please remember to

copy the Administrator into any correspondence between us.

Local Tutor: Francis Leung

E mail: fsyleung@cityu.edu.hk>

Module Leader: Mr. Simon Chiu

Room 4/25, Edinburgh Napier University, Craiglockhart Campus, Edinburgh,

EH14 1DJ

Tel: +44(131) 4554389

E mail: s.chiu@napier.ac.uk

Welcome to Service Management

Service Management

Student Study Guide

1.11 Assessment: Part One

Assessment

Report

Assessment Title:

Improvement of Quality in service Industry through the

understanding of McDonaldization and Physical Setting

Individual/Group Individual

Weighting 50%

Presentation Dates 19 August 2016

You are required to write a report aimed at management level, which provides a

specific view of the importance of understanding McDonaldization and Physical

Setting and why they should be considered/implemented in order to ensure a high

level of service quality within service organisaitons. Theories that are related to

improvement of quality that you will be discussing are included in this module’s

curriculum.

Adopting a formal management report structure, you are required to draw upon the

content of the Service Management module to provide a coherent treatment of the

key concepts and theories from service management and how these techniques can

add to the improvement of quality within a service organisation. Your report should

conclude with a clear set of recommendations for achieving high quality performance

for your chosen service organisation.

You need to adopt a case from an actual service firm to illustrate your points,

discussion and analysis. This could be a restaurant, hotel, bank, airline, etc.

Appendices should be used to provide a more detailed treatment of relevant material

where appropriate.

The following is a structure that you may consider to use in your report but it is

perfectly fine if you create your own. The ultimate aim is to identify what managers

need to know about each of these topics if they are to succeed in developing a highly

efficient organisation to meet their customers’ expectation.

The sample structure of the report

 Executive Summary

 Introduction

 What does Quality mean in Service Management?- As a whole, service industry

may be perceived differently by customers in terms of the meaning of quality.

However, some elements may add to the improvement of quality perception from

customers.

 Key Considerations: the Implementation of McDonaldization and Physical

Setting to maintain/improve service quality.

Welcome to Service Management

Service Management

Student Study Guide

 Background of the Case – Provide the background of the case that you have

chosen

 Discussion and Investigation: which should include your arguments on why

the understanding and practice of McDonaldization and Physical Setting help

a service organisation to improve its service quality. You may need to consider

the nature of the case you have chosen.

 Conclusion and recommendations: including summarised key points from

literature and feasible recommendations with provided evidence.

 References

 Appendix

Length: Not more than 2,500 words excluding figures and appendices.

In addition to the above structure, students must ensure that

 The report is word-processed

 The main body of the report (Discussion) should be approximately 2000 words

and leaving 500 hundred words for introduction and conclusion. Content in any

appendix is not counted.

 The document is page numbered

  The document has an contents page

 The document has section titles that are formatted and numbered

 The document is secured with a single staple.

 The assignments have to be handed in no later than 1600 on the submission date

shown above.

 It is students’ personal responsibility to ensure each piece of coursework

assessment is submitted by the latest date and time advised by the module

leader/local tutor when the assignment is issued. The marking of all late

submissions is capped to a maximum of 40% unless any relevant and valid

mitigating circumstances have been communicated to the module leader

beforehand.

 Assignment must be scanned by Turntin (you can submit to Turnitin as many

times as you like) which can be found in the module’s Moodle page.

If you do not know how to submit your item to Turnitin, please follow the clip:

http://www2.napier.ac.uk/ed/plagiarism/turnitin/turnitin.html

(Please carefully read the assessment and marking criteria on the following pages.)

Welcome to Service Management

Service Management

Student Study Guide

Plagiarism

What will the Module Leader do if your assignment is found to be a plagiarised work?

Procedure if Plagiarism Identified

1. If a case of plagiarism is suspected (SDR 14.2):

The member of staff marking the work will seek a second opinion from another

member of the teaching team and, if suspicion is upheld, report the matter to

the School Academic Conduct Officer (ACO).

2. If the case is considered minor, a range of sanctions may be applied, including

reduction of the assessment mark.

3. If the case is major, the matter will be referred to a School Disciplinary

Committee, who will consider application of a broader range of more rigorous

sanctions which range from a nil mark for plagiarised assessment and hence

failure in module to rustication.

1.12 Assessment Part Two:

End-Semester Exam

Assessment Details:

 “Areas to focus” will be given to students in preparing for revision in week 12.

 Students are required to take a two hours exam in a supervised environment.

 Students are required to answer two questions from a list of four.

 Assessment weight: 50%

 Date: 11 September 2016 (proposed date, subject to room availability)

Welcome to Service Management

Service Management

Student Study Guide

TSM09905 Service Management

Assessment 1 Feedback Sheet

Submitted by:_______________________________________(Matriculation Number Only)

Marking Criteria Poor (-40)

Satisfactory

(40-49)

Solid (50-

59)

Very good

(60-69)

Excellent

(above 70)

Presentation -10% -presented in

high standard and the whole

assignment is organised to meet

the academic requirements

Structure & Writing – 10% The

assignment follows the guided

structure and meets the

academic writing standard

including the academic writing,

the logic or the contents and

contextual arrangement of the

report.

Contents – Literature 30%

This includes the theoretical

discussion of the key theories

(McDonaldization and Physical

Setting)

Contents – Discussion and

Analysis of the Case – 40%
英国 assignment 代写 Service Management

Demonstrate integration of

theories thoroughly with analysis

and appropriateness to service

quality.

Evidence of

investigation/reading and

references – 10% A

comprehensive reference list,

appropriate referencing and

citation skills to meet Harvard

System

Comments

Mark awarded:__________ Signed: _____________________________ Date: _________

(Weighting 50%)

Welcome to Service Management

Service Management

Student Study Guide

1.13 Assessment criteria for the module assignment marking

Below we give you a schedule which is used as the basis for marking your

assignment in Service Management. This will help you to judge what you need to do

to achieve any given mark range.

Marking Criteria

% Poor Satisfactory Solid Very good excellent

Presentation

(Academic

requirements)

10 0 – 39 (0- 3.9)

Do not comply

with the

academic

requirements

40- 49 (4-4.9)

Comply with the

requirement but

weak content

50-59 (5-5.9)

Clear manner,

brief coverage

on concept w/o

recommendation

60-69 (6-6.9)

Precise with

highlights of

concept w/o

recommendation

70- (7-10)

Articulate and

precise with

stated

recommendation

structure and

writing

(logical, coherent

with contextual

arrangement)

10 0 – 39 (0- 3.9)

Disorganised

and poor report

format, un-

cohesive writing

40 – 49 (4-4.9)

Organisation

apparent, clear

but improper

report structure

50-59 (5-5.9)

Show

organisation,

clear manner,

fulfilled partially

the and

requirement .

60 -69 (6-6.9)

Carefully logical

organised,

fulfilled most of

the report format

and

requirement.

70 – (7-10)

Polished

professional

management

report format.

Content :

Literature review

on Quality,

McDonaldization

and Physical

Setting

30 0-39 (0 – 11.5)

Difficult to follow

without

reference to

concepts, no

display of

understanding

and knowledge

40-49 ( 12-14.5)

Apparent

terminology and

concepts, limited

explanation and

illustration of

knowledge

50-59 (15 -17.5)

Fairly stated

with evidence of

understanding of

concepts but

descriptive in

nature

60- 69 (18- 20.5)

Clear and

comprehensive

literature/

concepts were

implied, able to

generate debate

and analytical

contexts.

70 or above(21-

30)

Explicit and

comprehensive,

good use of

terminology and

related theories

Discussion

30 0 -39 (0 – 11.5)

Extremely

limited

discussion in

relation to the

implementation

McDonaldizatio

n and physical

setting to the

organsation’s

service quality

40 – 49 (12-

14.5)

Limited

discussion in

relation to the

implementation

McDonaldization

and physical

setting to the

organsation’s

service quality

50 – 59 (15 –

17.5)

Clear evidence

of understanding

concepts but

descriptive in

nature and

lacking in-depth

discussion on

their

implementations

60 – 69 (18 –

20.5)

Able to appraise

and identify how

McDonaldization

and physical

setting have

been

implemented to

raise the service

qualitiy

70 or above (21-

30)

Demonstrate

integration of

theories

thoroughly with

analysis and

appropriateness

to the issues of

service quality.

Conclusion and

recommendation

10 0 – 39 (0 - 3.9)

No actual

summarised

contents and

recommendation

drawn upon

40 – 49 (4- 4.9)

Conclusion

provided without

substantial

summary and

weak evidences

to support its

recommendation

50 – 59 (5 – 5.9)

Clear

summarised

contents but

descriptive in

nature and lacks

reasoning and

factors that

contribute to

conclusion and

recommendation

60 – 69 (6 –

6.9)

Clear and

organised

summary with

clear

Identification of

excellence

practices with

fair justification

70 or above(7-

10)

Successfully

summarised the

key issues from

literatures and

explicitly stated

its

recommendation

s with

contributing

factors identified

with justifications.

Welcome to Service Management

Service Management

Student Study Guide

Evidence of

investigation/

reading

10 0 – 39 (0 - 3.9)

Poor referencing

and citation

skills with

extremely

limited reading

range

40- 49 (4- 4.9)

Limited use of

citation and

errors in

referencing

50 – 59 (5 – 5.9)

Able to use

referencing and

citation skills

with limited

range of sources

60 – 69 (6 –

6.9)

Good list of

citation and

reference and

effectively using

referencing and

citation skills to

generate debate

70 or above (7-

10)

Professional

writing with

faultless

referencing and

citation skills,

also complied

with Harvard

Referencing

standard

Total 0 - 39 40 - 49 50 - 59 60 – 69 70 - 100

Service Management

Student Study Guide

Reading and Other Resources

Essential Texts

 Hoffman, K. D., (2009) Services Marketing: Concepts, Strategies & Cases,

London: Cengage Learning.

 Johnston, R.,and Clark, G., (2012) Service Operation Management:Improving

Service Delivery: 4th Ed, London: Pearson Education- E-book is available

for 2007’s edition

 Mudie, P., and Pirrie, A., (2008) Services Marketing Management, 3 rd

Ed.Oxford, Butterworrth –Heinemann- E-book is available

 Slack, N., Chambers, S., & Johnston, R., (2013) Operations Management 7th

Ed. Prentice Hall- E-book is available

Secondary Reading

 Brown, S. (2012) Strategic Operations Management, 2 nd Ed. Prentice Hall,

London: Butterworth Heinemann- E-book is available

 Gilmore, A. (2003) Services Marketing and Management. Sage, London.- E-

book is available

 Gronroos, C., (2007) Service Management and Marketing: Customer

management in Service Competition, 3 rd Ed. Chichester:John Wiley & Sons

 Greasley, A., (2013) Operations Management 3rd Ed. London: Sage

Journals:

 Journal of Service Research

 International Journal of Service Industry Management

 The Service Industries Journal

 Quality Forum: The Journal of the Institute of Quality Assurance

 International Journal for Applied Quality Management

 International Journal of Quality and Reliability Management

 Journal of Quality Management

Service Management

Student Study Guide

Reading and Other Resources

Service Management

Student Study Guide

Assessment Guidelines

The key objectives here are to provide:

 information on key dates

 example assignments for the module

 details of the actual assignment

 advice on tackling the assignment

 guidelines for completing the assignment

 assessment criteria

3.1 Sample assignment topic

Identify the problems and challenges which the service manager is being increasingly

faced with, in compliance with local legislation and discuss how it will affect the

effective operation within service sector of your choice.

3.2. Guidance notes on the coursework assignment

This assessment is marked out of 100 and weighted to 50%. It is a written report of

3,000 words from a given topic. You are required to answer this assignment as a

written report and writing in the first person must be avoided. You should leave a

margin on the right hand side of the page of no less than 2.5cm for the markers

comments. Please stick to the word limit and always provide clear referencing of the

material you use to support your arguments.

3.3 Guidance notes for report writing

A report should consist of at the following
英国 assignment 代写 Service Management

1 Executive Summary

2 Contents

3 Introduction

4 Body of report

5 Conclusions/Recommendations

6 Bibliography

7 Appendix

Service Management

Student Study Guide

Assessment Guidelines

Executive Summary

To provide an overview of the contents of the report and It is a brief summary of a

research, review of analysis of a particular subject or discipline, and is often used to

help the reader quickly ascertain the paper's purpose.

Contents

A list of contents with page numbers should be provided, for example:

PAGE

1.0 Introduction 11

2.1 xxxxx 17 etc

Introduction

This gives an overview of everything you will be discussing in the report without

drawing conclusions or being very long. It may ask a question which you intend to

answer, or state a hypothesis which the report will prove or disprove. The Aim of the

study should be spelled out as simply and as unconditionally as possible, preferably

in one sentence, so that the report writer himself is disciplined to stick to the point in

his/her report. The aim should be considered as the overall purpose of the work.

The Body of the Report

This is made up of as many paragraphs as you need to get all of your points across

to the reader and is an account of the study and the facts discovered. It should be

divided into major sections to give it a logical and persuasive structure that will lead

the reader to the point when conclusions can be revealed. You shall make sure that

the contents are not just descriptive but analytical. It is also necessary in this process

to carry the reader along smoothly and without tiring him/her: the text should be

concise with essential detail only.

There is no section headed “Body Text”. Each major section has its own heading and

like chapters in a book should begin on a fresh page, for example:

Section 1: Motivation

1.1 Motivation within organisations

1.2 Motivational behaviour

Section 2: Rewards

2.1 Reward for effort

2.2 Intrinsic rewards

2.3 Extrinsic rewards

2.4 Etc.

Service Management

Student Study Guide

Assessment Guidelines

Conclusions

The conclusion draws on the aims and objectives in the introduction and on

evidence, argument and facts set out in the body of the report. The conclusion is the

final paragraph. This is the point to which you should have been building throughout

your report, so it should appear to be consistent with what has gone before. It does

not introduce new material. If the previous parts of the report have been clearly and

logically constructed the conclusions will follow naturally from them: the persuasive

purpose of the report will be achieved.

In presenting conclusions, the language should be simple and direct: if a number of

points are to be made, they are best set out as separate paragraphs. If needed,

reference can be made back to the previous text by page number and paragraph.

It is the job of the conclusion to state, from the investigations, analysis and

evaluation, what has/has not happened, what the situation now is/is not, and what

might/might not happen. If recommendations are called for, they go on from those

bases to state what should/should not be done.

The conclusions should also, include any perceived limitations of study and

suggestions for further research, if appropriate.

Recommendations

Recommendations should be included only if they have been asked for, or if the

author thinks they are appropriate for the report.

1 They should follow logically from the material set out in the conclusions.

2 They should not introduce new issues or arguments that have not been dealt

with in the main body of the report or in the conclusions.

3 They should state what should/should not be done.

4 They should be brief and direct.

5 They should be set out in separate paragraphs, which may be numbered for

ease of reference.

Bibliography/Reference

The bibliography section of the report lists all references in alphabetical order of

author’s surnames. The detail given must enable the reader to trace the source

through a library or an organisation. It is necessary to be meticulous, when preparing

the report, in keeping on ongoing record of sources used. Double check that all

references in the text appear in your bibliography.

There are various ways of citing bibliographical references.Edinburgh Napier

University students will use the HARVARD STYLE (see next page).

Service Management

Student Study Guide

Assessment Guidelines

Appendix

An appendix is an add-on at the very end of additional information that could be

useful to the reader but is not an actual part of the body of the work. There may be

one appendix or several.

Further notes on the Harvard Style

Short list of selected examples*

Books:

Barney, J., & Hesterly, W., (2006). Strategic Management and Competitive

Advantage, Concepts and cases. Upper Saddle River, NJ: Pearson Prentice

Hall

Edited book:

Bell, C., (2002). In Pursuit of Obnoxiously Devoted Customers, Business Horizon,

(March – April) pp. 13-16 In: West, D., Ford, J., & Ibrahim, E., (2006). Strategic

Marketing, Creating competitive advantage. Oxford: Oxford University Press

Inc.

Journal Articles

Morgan, M., Elbe, J., & Esteban Curiel, J., (2009). Has the experience economy

arrived?, The views of destination managers in three visitor-dependent areas,

International Journal of Tourism Research 11 (2), pp. 201-216.

Conferences

Conference on Economic Crime, 2 nd . 1977. London School of Economics and

Political Science. (1980) Economic crime in Europe ed. By L.H. Leigh. London,

Macmillan.

Theses

Whitehead, S.M. (1996) Public and private men: masculinities at work in education

management. PhD. Thesis, Leeds Metropolitan University.

Official Publications – Acts

Further & Higher Education Act 1992 (c.13), London, HMSO.

Electronic Data – Web Pages

Holland, M., (1996) Harvard System (Internet). Poole, Bournemouth University.

Available from: http://www.bournemouth.ac.uk/ service-

depts/lis/LIS_Pub/harvardsys.htm1 (Accessed 15 Apr 2006)

Service Management

Student Study Guide

Assessment Guidelines

3.4 Plagiarism

Business School

STUDENT DECLARATION TO BE ATTACHED TO MODULE COURSEWORK

Plagiarism is the publication, as ones own, of the ideas, or the expression of the ideas, of

another (Oxford English Dictionary). Some dictionaries use the term stealing. Plagiarism is

not permitted in assessments at Edinburgh Napier University. Student Disciplinary

Regulations (SDR) 11.2 categorises plagiarism as Academic Misconduct.

Major examples of plagiarism include the following

 copying from another student

 copying large sections, from an academic or other source (e.g. book, internet article)

without acknowledging that source

Minor examples of plagiarism include

 Paraphrasing without acknowledgment

 Quoting original reference obtained from a textbook but not reading “original” material

OK NOT OK

Quoting a relevant passage from a book, if the reference is

given e.g. Drury C, (2004), Management and Cost

Accounting, 6e, London, Thomson. The reference must be

clearly linked to the body of your work by putting the

Author’s name and date in brackets.

Copying from textbooks or articles and

failing to acknowledge the source – even if

the words/sentences are rearranged.

Comparing different authors’ ideas, with acknowledgement

of source, and making your own comments.

Copying from other students – even if the

words and/or sentences are rearranged.

Doing research with others in the library but writing your

report alone.

Allowing another student to copy your work

When citing from the WWW give the entire URL, the date of

access and author if possible, not just the URL of the home

page e.g. http://nulis.napier.ac.uk/studyskills/#Plagiarism

URL of home page alone and /or no date

e.g. www.napier.ac.uk

Procedure if Plagiarism Identified

If a case of plagiarism is suspected (SDR 14.2):

The member of staff marking the work will seek a second opinion from another member of the teaching

team and, if suspicion is upheld, report the matter to the School Academic Conduct Officer (ACO).

If the case is considered minor, a range of sanctions may be applied, including reduction of the assessment mark.

If the case is major, the matter will be referred to a School Disciplinary Committee, who will consider application of

a broader range of more rigorous sanctions which range from a nil mark for plagiarised assessment and hence

failure in module to rustication.

I declare that I have read, and understand the above, and that the attached piece of work for HT………………

is my own work and is free from plagiarism as defined above.

Signature ___________________________________ Date __________

Matric No____________________________________

Service Management

Student Study Guide

Assessment Guidelines

3.5 Module examination guidance

The key objectives here are to:

 present a specimen examination paper- Please refer to Module Moodle

 provide advice on tackling the examination

 outline purpose of revision session

 indicate examination date

The examination is designed to test the knowledge and skills students have learned

across the whole module. The questions will require essay answers and you will be

expected to answer two questions out of four. It is up to you how to plan your

revision for the examination but, in general, you should make sure you revise broadly

enough to be able to tackle the range of questions, which they will meet. The time

allowed is two hours, giving you approximately 35 minutes per question and time

remaining for reviewing what they have done in each question. Essentially there a

few basic techniques in dealing effectively with any examination – the examination

for this module is no different, and here are some considerations for students:

 They should always read the question carefully! This means not rushing to

answer a question. If you have revised in one of these areas there is a

temptation to rush towards an ‘answer’ because they recognise the word –

without actually understanding the question being asked!

 Do what the question asks. This is about looking for key operators in a

question such as: briefly explain – this means briefly!; critically discuss – this

means comparing and contrasting at least two views on a topic/issue whereas

describe simply means describe and does not require to critically discuss

anything. The word show in a question tells how to demonstrate something

using graphical, mathematical or numerical tools. Similarly the word analyse is

also asking you to demonstrate something but in addition to explain the

meaning of your analysis. The point I am making here is that every examination

question will contain key operator words, which should be used to understand

exactly what the examiner is expecting.

 Time management – if students feel they are spending too long on a question

then they probably are! It is more effective for them to move on to the next

question since the law of diminishing returns applies – that is, they will most

likely gain more marks for time spent on a new question than for the same time

spent on a current question.

Even in an essay question they are expected to demonstrate a competence with

these tools. An example of the type of examination they will meet in this module is

provided in the next few pages along with some sample outline solutions. The exam

questions will be sent to you at the middle of October and the indicated answers will

be given as well.

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