MGT4003 - Assessment 1 Service Quality Problem

For this assessment, students firstly identify a service you have recently encountered, and then complete the two following tasks:

1. Write a “Quality letter”, either praising the good quality or criticizing the poor quality of the identified service. You should be specific about the quality issues (price or billing arguments are not acceptable as “quality” issues). Send your letter to the service provider either by snail mail or email. Be sure to submit a copy to the lecturer. If you receive a response from the service company, please let the lecturer know, and we will discuss it with the class. For this component, no references are required, although you are free to cite as you see fit. Please ensure you acknowledge the source of the references by using APA7 Referencing Style. The word limit is 250, excluding text in tables, appendices and bibliography, if relevant. A tolerance of 10% is allowed without penalty. Violations of word limit will attract 5% of the assessment’s actual mark. This component accounts for 25%of the total mark of this assessment.
2. Drawing upon concepts, theories and frameworks covered in Weeks 1-3, critically analyse the service quality issue and provide some suggestions to resolve the quality problem (if your letter is about poor quality), or to maintain/improve service quality (if your letter is about good quality). For this component, you should ensure that you draw upon 8 readings from the academic literature; a minimum of 4 of these readings must be peer-reviewed academic journal articles in the last 5 years. Please ensure you acknowledge the source of the references by using APA7 Referencing Style. The word limit is 750 excluding text in tables, appendices and bibliography. A tolerance of 10% is allowed without penalty. Violations of word limit will attract 5% of the assessment’s actual mark. This component accounts for 75% of the total mark of this assessment.

• The two components should be submitted in one document, and will be marked as one.
• You should look at the Marking Rubric so you understand the criteria that will be used to assess your work.
• For questions and discussions about any aspect of this assessment, you should go to the relevant Q&A Forum and post there.
• Students are required to submit their reports using only a single MS-Word file, which should contain their analysis, results, and discussion. No other format is acceptable.