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Homework answers / question archive / COURSE CODE BBA223 COURSE NAME: SERVICE MANAGEMENT Task brief & rubrics Task 3- Timed controlled assignment – 2H This assessment is part 3 of the overall assessment for this module

COURSE CODE BBA223 COURSE NAME: SERVICE MANAGEMENT Task brief & rubrics Task 3- Timed controlled assignment – 2H This assessment is part 3 of the overall assessment for this module

Business

COURSE CODE BBA223 COURSE NAME: SERVICE MANAGEMENT Task brief & rubrics Task 3- Timed controlled assignment – 2H This assessment is part 3 of the overall assessment for this module. You have been hired as the new managing director for EU- Airlines Situation: EU-Airlines has become one of the fastest growing airlines in Spain. You have been informed that lately, EU has had some problems with Overbookings, reservations processes, customer service, bad reviews and employees are not happy with the company. • • • • Define what the most important aspects are to take into consideration for a good service management. Purpose and explain at least 2 strategies that you could implement to increase customer loyalty for EU. Purpose and explain at least 2 strategies that you could implement to increase customer satisfaction for EU. Outline the possible obstacles / challenges service companies can have to manage their operations successfully. Formalities: • • • • Wordcount: Max one page each question. Cover, Table of Contents, References and Appendix are excluded of the total wordcount. Font: Arial 12,5 pts. Text alignment: Justified. Submission: Please submit by week 13 (9nd May 2021) Weight: This task is a 35% of your total grade for this subject. It assesses the following learning outcomes: • • • Outcome 1: To demonstrate a good understanding of the experience economy as a development of the service economy. Outcome 2: To critically evaluate the strategic role of service management within organizations. Outcome 3: To be able to describe and analyze the main components of service design and operations. Rubrics Application (30%) Student applies fully relevant knowledge from the topics delivered in class. Good 80-89 Student demonstrates good understanding of the task and mentions some relevant concepts and demonstrates use of the relevant vocabulary. Student applies mostly relevant knowledge from the topics delivered in class. Critical Thinking (30%) Student critically assesses in excellent ways, drawing outstanding conclusions from relevant authors. Student critically assesses in good ways, drawing conclusions from relevant authors and references. Communication (20%) Student communicates their ideas extremely clearly and concisely, respecting word count, grammar and spellcheck Student communicates their ideas clearly and concisely, respecting word count, grammar and spellcheck Knowledge & Understanding (20%) Exceptional 90-100 Student demonstrates excellent understanding of key concepts and uses vocabulary in an entirely appropriate manner. Fair 70-79 Student understands the task and provides minimum theory and/or some use of vocabulary. Student applies some relevant knowledge from the topics delivered in class. Misunderstanding may be evident. Student provides some insights but stays on the surface of the topic. References may not be relevant. Student communicates their ideas with some clarity and concision. It may be slightly over or under the wordcount limit. Some misspelling errors may be evident. Marginal fail 60-69 Student understands the task and attempts to answer the question but does not mention key concepts or uses minimum amount of relevant vocabulary. Student applies little relevant knowledge from the topics delivered in class. Misunderstands are evident. Student makes little or none critical thinking insights, does not quote appropriate authors, and does not provide valid sources. Student communicates their ideas in a somewhat unclear and unconcise way. Does not reach or does exceed wordcount excessively and misspelling errors are evident.

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