Description

The Task: This assessment is based on services marketing case/scenario/s. There are three questions with multiple parts. ALL questions and ALL parts are compulsory. This assessment is designed to gauge your overall understanding and application of the key theories and models learned throughout the course.

Each of the company/ies in this FAP is a real company. As part of your research, you will explore strategies to address the service marketing challenges asked in the questions. You will develop your data interpretation and analysis skills and then present your recommendations.

You must go outside the case/scenario/s and complete in-depth secondary research for every question to fully complete the Final Assessment Piece.

Academic journal articles must not be used in this project as this is/are a real-life company/ies. Discussions of these will be removed.

Definitions are also not allowed for the same reason. Discussions of these will be removed.

Task:

In ONE Word document ONLY (NO PDFs), you will complete questions 1a, 2a and 3a. The total word count for all three questions is 1000 words (+- 10%); ALL tables, graphs, diagrams, reference lists, mock-ups, photos and the Poster/Infographic are NOT included in the word count. Hard copy or email submissions will not be accepted. Submissions outside the word count limits will be penalised at 10% per one hundred words. Please ensure you have not discussed journal articles or definitions as the removal of these might reduce your word count to below 900, resulting in penalties of 10% per 100 words.

You will also develop ONE creative Infographic/Poster covering questions 1b, 2b and 3b. This will show your creative skills when discussing your answers. You should use tables/diagrams/figures/photos/mock-ups etc. (The ONE Infographic/Poster is to be saved as a PowerPoint A3 size ONLY no other file types will be accepted).

As you are expected to complete secondary research as part of your in-depth answers, in-text citations and a Reference List using the Harvard referencing system are expected in this document.

Please develop your own Title Page showing your full name, RMIT student number, tutor name, and class and enter the total word count. Put this page at the front of your Word document. It has no bearing on your submission and is not included in your word count.

Submission: The final assessment will be submitted electronically via the Turnitin button on Canvas in the Assignment section in the Assignment 3 Final Assessment details. Please note that there are TWO separate submissions using the same SUBMIT button on Canvas.

The case/scenario/s will be released via Canvas (from the bottom of this page) on Monday, 21st October, at 9 a.m. (AEDT).

Please note that this assessment task must be done individually and without consultation or discussion with others. Any student who breaches this requirement through media or consultation will be investigated for academic misconduct.

Please remember that this page will be locked once the FAP is loaded in the background. It will then be available for you to see at 9 am on Monday 21st October (AEDT)

Old Examples – submission in two parts

Example Final Assessment Piece Word document.docxDownload Example Final Assessment Piece Word document.docx

Example Final Assessment Poster.pptxDownload Example Final Assessment Poster.pptx

You are responsible for submitting your final assessment on time. If circumstances prevent you from submitting, you must apply for an up to 7-day Short Extension Application or Special Consideration according to the normal university processes. Please familiarise yourself with all these policies.

Short-term Extension Application

Short Extension ApplicationLinks to an external site.

For greater than 7 days or applications after Thursday, 31st October at 23:59 pm (AEDT) please apply directly to Special Consideration. The link for that can be found on your student page.

Assessment Criteria

This assessment will measure the following areas:

The lecture content and associated recommended textbook readings from the semester may be discussed in your Final Assessment Piece.

Marking criteria: The marking rubric can be found below.

Learning Outcomes

The targeted Course Learning Outcomes for this assessment are:

CLO1	Apply key concepts of service marketing and practices in managing service businesses
CLO2	Differentiate between marketing of services versus tangible goods to provide solutions addressing the challenges associated with the marketing of services
CLO3	Develop effective and innovative marketing plans and strategies in relation to the ‘expanded marketing mix for services
CLO4	Examine consumer behaviours within a diverse range of service contexts to inform marketing decisions
CLO5	Evaluate the service quality of an organisation and recommend solutions for quality improvement

The targeted Program Learning Outcomes for this assessment are:

PLO3	Analyse complex challenges and formulate innovative solutions in real-world contexts
PLO4	Reflect on and continuously progress their own professional development, enhancing their intellectual agility and adaptability as tools for success in ever-changing business contexts

Questions? If you have any questions ask your tutor in your tutorials

Referencing guidelines

Use RMIT HarvardLinks to an external site. referencing style for this assessment.

You must acknowledge all the courses of information you have used in your assessments.

Refer to the RMIT Easy CiteLinks to an external site. referencing tool to see examples and tips on how to reference in the appropriated style. You can also refer to the library referencing page for more tools such as EndNote, referencing tutorials and referencing guides for printing.

Academic integrity and plagiarism

Academic integrity is about honest presentation of your academic work. It means acknowledging the work of others while developing your own insights, knowledge and ideas.

You should take extreme care that you have:

• Acknowledged words, data, diagrams, models, frameworks and/or ideas of others you have quoted (i.e. directly copied), summarised, paraphrased, discussed or mentioned in your assessment through the appropriate referencing methods
• Provided a reference list of the publication details so your reader can locate the source if necessary. This includes material taken from Internet sites

If you do not acknowledge the sources of your material, you may be accused of plagiarism because you have passed off the work and ideas of another person without appropriate referencing, as if they were your own.

RMIT University treats plagiarism as a very serious offence constituting misconduct.

Plagiarism covers a variety of inappropriate behaviours, including:

• Failure to properly document a source

• Copyright material from the internet or databases
• Collusion between students

For further information on our policies and procedures, please refer to the University website.Links to an external site.

Assessment declaration

When you submit work electronically, you agree to the assessment declaration.Links to an external site.

The actual Final Assessment Piece for semester 2, 2024, will be available for download at the bottom of this page on Monday, 21st October, at 9 am (AEDT)

Feedback mode: You will receive your marks on Gradebook when the total course results are released.

Submission reminders:

Any assessment pieces not uploaded before 11.59 pm (AEST) on Sunday 3rd November, and do not have a pre-approved extension will receive normal penalties for late submission. It is your responsibility to ensure that you have allowed sufficient time to submit and that your submission has been completed successfully. Bandwidth latency is hard to predict and, depending on your own set-up, may result in a slow upload. Please ensure you have factored this in and completed your submission well before 11.59 pm. If there are further technical issues, do NOT email your Final Assessment Piece to any staff member. Instead, please take a screen print and email it to your course coordinator at kathleen.adams@rmit.edu.au.

Then, keep trying to submit. It should eventually be successful. If you have emailed your screen print as above, you will not incur a penalty for late submission. Otherwise, normal penalties will apply.

The assessment conducted on Canvas usually goes smoothly, but to prevent technical difficulties, here are some tips:

• Limit internet usage – where possible, turn off apps (Netflix, FaceTime, Skype, Online games etc.) and close as many browser tabs as you can. Only have open what you need to complete the assessment.
• If possible, request others at home to limit using videos apps (Netflix, FaceTime, Skype, Online games etc.) and ask them to close any browser tabs that are unnecessary.
• Ensure your laptop or desktop is plugged into power.
• Ensure there is a strong WIFI or LAN connection. Five black bars indicate a strong WIFI connection.

AT 9 AM ON MONDAY, 21st October, THE FINAL ASSESSMENT PIECE WILL BE AVAILABLE FOR DOWNLOAD FROM IMMEDIATELY AFTER THIS SENTENCE.

Final MKTG1053 Services Marketing FAP sem 2 2024.docxDownload Final MKTG1053 Services Marketing FAP sem 2 2024.docx

Rubric

Individual Poster and Discussion

Criteria	Ratings	Pts
This criterion is linked to a learning outcomeDiscussion of question 1aIn-depth research and discussion of question 1a elements. This is to be discussed in your Word document CLO1, CLO2, CLO3, CLO4, CLO5	5 PtsFull marksDue to in-depth research, the discussion of each of the elements for question 1a is perfect4 PtsHDDue to in-depth research, the discussion of each of the elements for question 1a is highly appropriate and accurate and relates to the scenario used. The discussion is excellent, but with minor omissions3.5 PtsDIDue to in-depth research, the discussion of each of the elements of question 1a are relevant, accurate, appropriate and relate to the scenario used. The discussion is very good but could be improved3 PtsCRThe discussion of each of the question 1a elements is relevant and mostly relates to the scenario used. The work is good, but there is some missing or incorrect information. Your research could have been more in-depth2.5 PtsPAThe discussion of question 1a elements could have been better. It did not relate to most of the service marketing concepts1.5 PtsNNThe discussion of question 1a elements could have been better. It did not relate to most of the service marketing concept0 PtsNo marksDid not complete	5 pts
This criterion is linked to a learning outcomeDiscussion of question 2aIn-depth research and discussion of question 2a elements. This is to be discussed in your Word document CLO1, CLO2, CLO3, CLO4, CLO5	5 PtsFull marksDue to in-depth research, the discussion of each of the elements for question 2a is perfect4 PtsHDDue to in-depth research, the discussion of each of the elements for question 2a is highly appropriate and accurate and relates to the scenario used. The discussion is excellent3.5 PtsDIDue to in-depth research, the discussion of each of the elements of question 2a are relevant, accurate, appropriate and relate to the scenario used. The discussion is very good but could be improved3 PtsCRThe discussion of each of the question 2a elements is relevant and mostly relates to the scenario used. The work is good, but there is some missing or incorrect information. Your research could have been more in-depth2.5 PtsPAThe discussion of question 2a elements was adequate. More in-depth research was necessary. There was information that needed to be included or corrected.1.5 PtsNNThe discussion of question 2a elements could have been better. It did not relate to most of the service marketing concepts.0 PtsNo marksDid not complete	5 pts
This criterion is linked to a learning outcomeDiscussion of question 3aIn-depth research and discussion of question 3a. elements. This is to be discussed in your Word document CLO1, CLO2, CLO3, CLO4, CLO5	5 PtsFull marksDue to in-depth research, the discussion of each of the elements for question 3a is perfect4 PtsHDDue to in-depth research, the discussion of the question 3a elements are highly appropriate and accurate and relate to the scenario used. The discussion is excellent with minor omissions3.5 PtsDIDue to in-depth research, the discussion of question 3a elements are relevant, accurate, appropriate and related to the scenario used. The discussion is very good but could be improved3 PtsCRThe discussion of the question 3a elements are relevant and mostly relate to the scenario used. The work is good, but there is some missing or incorrect information. Your research could have been more in-depth2.5 PtsPAThe discussion of each of the question 3a elements of was adequate. More in-depth research was necessary. There was information that was missing or inaccurate.1.5 PtsNNThe discussion of the question 3a elements was poor. It did not relate to all or most of the service marketing concepts required0 PtsNo marksDid not complete	5 pts
This criterion is linked to a learning outcomePoster/infographic question 1bThe poster/infographic is very creative and easy to understand CLO1, CLO3, CLO4, CLO5	5 PtsFull marksThe infographic goes beyond the basic elements of the task and is perfect4 PtsHDThe infographic goes beyond the basic elements of the task to include highly appropriate, accurate and engaging information that improves the poster3.5 PtsDIPoster includes all relevant information and adds some extra detail that improves the poster.3 PtsCRPoster includes all relevant information. There are no inaccuracies and the poster is well organised.2.5 PtsPAPoster includes all elements of the task; however, some parts that were included are irrelevant or misleading. However, inaccuracies don’t detract from the main message of the poster.1.5 PtsNNThe poster lacks most of the elements required by the task. There are many gaps or inaccuracies in the information presented on the poster.0 PtsNo marksDid not complete	5 pts
This criterion is linked to a learning outcomePoster/infographic content question 2bThe poster/infographic is very creative and easy to understand CLO1, CLO3, CLO4, CLO5	5 PtsFull marksThe infographic goes beyond the basic elements of the task and is perfect4 PtsHDThe infographic goes beyond the basic elements of the task to include highly appropriate, accurate and engaging information that improves the poster3.5 PtsDIPoster includes all relevant information and adds some extra detail that improves the poster.3 PtsCRPoster includes all relevant information. There are no inaccuracies and the poster is well organised.2.5 PtsPAPoster includes all elements of the task; however, some parts that were included are irrelevant or misleading. However, inaccuracies don’t detract from the main message of the poster.1.5 PtsNNThe poster lacks most of the elements required by the task. There are many gaps or inaccuracies in the information presented on the poster.0 PtsNo marksDid not complete	5 pts
This criterion is linked to a learning outcomePoster/infographic content question 3bThe poster/infographic is very creative and easy to understand CLO1, CLO3, CLO4, CLO5	5 PtsFull marksThe infographic goes beyond the basic elements of the task and is perfect4 PtsHDThe infographic goes beyond the basic elements of the task to include highly appropriate, accurate and engaging information that improves the poster3.5 PtsDIPoster includes all relevant information and adds some extra detail that improves the poster.3 PtsCRPoster includes all relevant information. There are no inaccuracies and the poster is well organised.2.5 PtsPAPoster includes all elements of the task; however, some parts that were included are irrelevant or misleading. However, inaccuracies don’t detract from the main message of the poster.1.5 PtsNNThe poster lacks most of the elements required by the task. There are many gaps or inaccuracies in the information presented on the po