MTK 203 Sydney University Service Selection and Failure Paper

DescriptionAssessment 2 Information
Subject Code:
Subject Name:
Assessment Title:
Assessment Type:
Length:
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MKT203
Services Marketing
Service Selection and Failure
Individual video recording
8 minutes (no more)
30%
100
Online
Week 8
.
Your task
Individually, you will be selecting a service failure you experienced recently to base your presentation on.
Then you are required to record an 8-minute video that shows you presenting slides containing your
responses to the tasks listed in the instructions below.
Assessment Description
This individual assessment aims to assess students’ ability to explain their consumer decision-making
and consumption process with the help of the learnt concepts. Students will also be showcasing
their ability to relate other key concepts pertaining to the influence of customer experience on service
quality management and service failures. By completing this assessment, students will also be applying
the service marketing approaches to a range of business problems experienced by the service provider.
Assessment Instructions
To begin with, you need to select a service failure you experienced within the last year. Discuss
your chosen service failure with your workshop facilitator in Week 6 to ensure you have selected a valid
and relevant scenario.
You are then required to prepare a video presentation in which you do the following.
1. Describe your 3-stage consumer decision-making and consumption process that led you to select
the service provider you experienced the service failure with. While doing so, you should include
as many concepts from the week 3 class as possible.
2. Identify and explain the types of complaints made by you, your 3-pronged approach to
complaining, the cause of the failure and failure attribution.
3. Discuss the gaps that seem to have led to the failure. What could the service provider have done
to narrow these gaps? Explain the solutions logically and corroborate them through research.
Carefully select a service failure that will enable you to elaborate on the maximum number of learnt
concepts (especially the ones listed above). The video presentation must include relevant concepts
from at least weeks 3-5.
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
In preparing this presentation, you must use at least five (5) sources of information and reference these
in accordance with the Kaplan Harvard Referencing Guide. These may include corporate websites,
business social media accounts, published customer reviews, government publications, industry reports,
census data, and journal/newspaper/magazine articles. These sources should be included as in-text
citations and a reference list on the slides at the end of your presentation.
In recording this video, you will need to prepare accompanying PowerPoint slides that are clear, concise,
and of the required quality. Please do not hesitate to contact our Academic Success Centre to learn
referencing and technical skills required for this assessment.
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
Assessment Submission
Students are encouraged to submit their work well before the deadline to avoid technical difficulties. For
students with limited experience in video-making techniques and submission, it is recommended to read
the ‘Help with Kaltura video upload’ resource available to you under the assessments tab in MyKBS.
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
1* – 9 days
10 – 14 days
After 14 days
Note
Penalty
5% per day for each calendar day late deducted from the total marks
available
50% deducted from the total marks available.
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).
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 Information
Academic 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:
https://www.kbs.edu.au/about-us/school-policies
Time Limits for Presentation Assessments
Submissions that exceed the time limit 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.
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
MKT203 Assessment 2 Marking Rubric – Service Selection and Failure 30%
Marking
Criteria (__/100)
Decision-making
and consumption
process
F (Fail)
P (Pass)
50-64%
C (Credit)
65-74%
D (Distinction)
75-84%
HD (High Distinction)
85-100%
You have provided too
simplistic a description of
the process.
You have provided a partial
description of the process,
addressing the three
stages briefly and including
some relevant concepts.
You have provided a
sufficient description of
the three-stage process,
including many relevant
concepts.
You have provided a
detailed description of the
three-stage process,
including the most
relevant concepts.
You have provided an
insightful and detailed
description of the three-stage
process, including all relevant
concepts.
You have addressed
none/too few of the four
elements of the given
task.
You have briefly
addressed a few of the
four elements of the
given task. Your
explanations are missing
or too simplistic.
You have either addressed
at least two of the four
elements of the given task
properly or all of them
briefly. Your explanations
make some sense.
You have addressed at
least three of the four
elements of the given
task well. Your
explanations are
sufficient.
You have addressed all
four elements of the given
task very well. Your
explanations are logical
and may have been
supported through
research.
You have identified
none/too few of the
possible gaps and
solutions.
You have briefly
identified a few gaps and
solutions. Your
explanations are missing
or too simplistic.
You have identified some
of the possible gaps and
solutions. Some effort has
been made to corroborate
these through research.
You have identified
most of the possible
gaps and solutions. You
have mostly
corroborated these
through research.
You have identified all the
possible gaps and
solutions. You have
corroborated these
through research.
You have addressed all four
elements of the given task
very well, exceeding
expectations. Your
explanations are logical,
detailed and may have been
supported through useful
research.
You have identified all the
possible gaps and solutions.
You have corroborated these
very well through research,
and your explanations are
strong.
Your presentation is
disjointed and
demonstrates limited
structure, thought and
consideration for the
intended audience.
Your presentation is
often disjointed but
demonstrates some
structure, thought and
consideration for the
intended audience.
Your presentation is fluent
but not always connected,
demonstrating an adequate
structure, thought and
consideration for the
intended audience.
Your presentation is
fluent, demonstrating
sufficient structure,
thought and
consideration for the
intended audience.
Your presentation is
fluent, demonstrating a
comprehensive structure,
thought and consideration
for the intended audience.
Your presentation is excellent,
demonstrating a
comprehensive structure,
thought and consideration for
the intended audience.
You have used no visual
aids in the delivery of
your presentation.
You have used
unsuitable visual aids in
the delivery of your
presentation.
In-text referencing or the
resultant reference list
adheres to Kaplan
Harvard Referencing
Style, with many errors.
You have used some visual
aids in the delivery of your
presentation.
You have used
adequate visual aids in
the delivery of your
presentation.
Both in-text referencing
and the resultant
reference list adhere to
Kaplan Harvard
Referencing Style, with
some errors.
You have used
appropriate visual aids
that aid your delivery of
the presentation.
Both in-text referencing
and the resultant
reference list adhere to
Kaplan Harvard
Referencing Style, with
only occasional minor
errors.
You have used impressive
visual aids that enhance your
delivery of the presentation.
0-34%
35-49%
You have provided no
description or a highly
insufficient description of
the process.
__/30 marks
Complaints and
failure
__/20 marks
Gaps and
solutions
__/20 marks
Delivery
__/10 marks
Visual aids
__/10 marks
In-text citations
and referencing
__/10 marks
Neither in-text
referencing nor reference
list adhere to Kaplan
Harvard Referencing
Style.
Both in-text referencing
and the resultant reference
list adhere to Kaplan
Harvard Referencing Style,
with many 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.
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.

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