BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein retail store, browsing clothes and asking for recommendations from a sales representative. Visible actions performed by Calvin Klein’s sales representative include greet customers upon arrival, check for inventory, bring clothes to customers and process payment. These actions are visible to customers and one invisible action performed by the sales representative would be finding customer clothes in the back room. The support processes include inventory-tracking system, inventory in the back room and POS systems, which allow the sales representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and marketing studios within the world. It styles and markets women’s and men’s designer assortment attire and a variety of different products that area unit factory-made and marketed through an intensive network of licensing agreements and different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The demographics of the people that would be receiving these messages from the “My Calvins” campaign would be men and women between the ages of 15-30, not married and have a median income.
Millenials believe that the next generation of robots are not going to replace people, but instead help to improve the effectiveness and service of industries. In today’s world, to suggest that automation will eliminate the need for human workers is proving to be as ridiculous as suggesting that tablets will replace laptops.
In the industrial world, robot design is pivoting from giant mechanical arms that take up factory floors, to smaller, more collaborative bots, that are designed to work alongside people. While these collaborative bots only make up 3% of the market today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. Technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to ...
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
This document discusses customer service practices at Sainsbury's Supermarket. It will:
1) Identify and describe different types of customers and their needs.
2) Identify and analyze the skills required for customer service.
3) Describe how Sainsbury's incorporates consumer protection into its customer service policy and uses customer service to meet customer needs and strategic objectives.
The report will show how Sainsbury's focuses on investing in people, planning skills development, taking action to develop necessary skills, and evaluating training outcomes to achieve business goals.
This document provides an overview of the history and evolution of marketing and services. It discusses how services have become the largest industry and most successful business model. Product companies are now also focusing on developing service offerings tailored to customer needs to gain competitive advantages. The document presents a framework for product companies to transition from basic product services to more advanced process delegation services. It examines examples of companies that have successfully made this transition and discusses how service innovation can be a source of differentiation and competitive advantage.
Communication and Control Processes in the Delivery of Se.docxmadlynplamondon
'We don't know what they want from us.'
Branch manager: 'They don't know what we do.'
The quality of upward communication is also af-
fected by the number of hierarchical levels between
contact personnel and top managers. The more levels,
the greater the opportunity for distortion of messages
as they pass through the chain of command (Daft and
Lengel 1984). In large service organizations, the num-
ber of levels can be substantial. For example, in a
major bank, a teller's message about a customer prob-
lem may have to pass through the branch manager,
regional manager, divisional manager, and senior vice
president before reaching the president.
Levels
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
Running head: CORPORATE IT 1
PROJECT PLAN 5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may accrue to corporate IT because of a poor customer care service offered to the clients, as well as indicating the role of good customer care service in improving the sales and talking to managers working in corporate IT sector to identify their views on this subject matter. The reason for the study was to achieve a far reaching comprehension of the components corporate IT impact in the organizations that are spoken to by their relations with their suppliers, merchants, merchants and clients on the gauges that are identified with client benefit as respects the nature of administration. The study depended on an extrapolation and a finding of the present circumstance of corporate IT, an examination of its responsiveness to prerequisites of its encompassing surroundings, and elevating the viability by which the administration reacts to various difficulties, particularly in enhancing the business administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and authoritative ideas that have developed in corporate IT in the course of the last couple of decades, the shape and nature of association with suppliers and customers in equivalent measure has changed towards more collaboration for an arrangement of a sound client benefit relationship between the gatherings included. With an end goal to diminishing the costs included, the principle look into question was figured. What is the impact of a fruitful corporate IT in enhancing client benefit (Shoghari, 2016).
Hypothesis
There is no statistically significant effect that lies between corporate IT variables on customer service; this is the first significant hypothesis that the study intends to test. The factors incorporate its association with suppliers, association with merchants and wholesalers. The second theory is; there is no measurably critical contrast between the normal reactions of those questioned about the effect of corporate IT on client benefit because of individual factors like sexual orientation age, training and years of administration or capability. For this study, we will base the project on the first hypothesis as mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the correct identification of a superiority client. The scen ...
The document discusses contemporary concepts of innovation and organizational change. It describes innovation as the successful implementation of new ideas within an industry, while organizational change involves transitioning from the current state to a future state. Contemporary concepts refer to innovative technology, products, services, strategies, structures, and cultures. The document also discusses two frameworks for innovation - customer engagement, which uses customer insights to develop connections, and service innovations, which enhance offerings. For successful change and innovation, organizations need new ideas, an identified need for change, adoption of new ideas, and resources to implement changes. This allows organizations to adapt to new technologies and develop new products and services through strategic, structural, and cultural changes.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
---
THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
This document discusses customer service practices at Sainsbury's Supermarket. It will:
1) Identify and describe different types of customers and their needs.
2) Identify and analyze the skills required for customer service.
3) Describe how Sainsbury's incorporates consumer protection into its customer service policy and uses customer service to meet customer needs and strategic objectives.
The report will show how Sainsbury's focuses on investing in people, planning skills development, taking action to develop necessary skills, and evaluating training outcomes to achieve business goals.
This document provides an overview of the history and evolution of marketing and services. It discusses how services have become the largest industry and most successful business model. Product companies are now also focusing on developing service offerings tailored to customer needs to gain competitive advantages. The document presents a framework for product companies to transition from basic product services to more advanced process delegation services. It examines examples of companies that have successfully made this transition and discusses how service innovation can be a source of differentiation and competitive advantage.
Communication and Control Processes in the Delivery of Se.docxmadlynplamondon
'We don't know what they want from us.'
Branch manager: 'They don't know what we do.'
The quality of upward communication is also af-
fected by the number of hierarchical levels between
contact personnel and top managers. The more levels,
the greater the opportunity for distortion of messages
as they pass through the chain of command (Daft and
Lengel 1984). In large service organizations, the num-
ber of levels can be substantial. For example, in a
major bank, a teller's message about a customer prob-
lem may have to pass through the branch manager,
regional manager, divisional manager, and senior vice
president before reaching the president.
Levels
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
Running head: CORPORATE IT 1
PROJECT PLAN 5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may accrue to corporate IT because of a poor customer care service offered to the clients, as well as indicating the role of good customer care service in improving the sales and talking to managers working in corporate IT sector to identify their views on this subject matter. The reason for the study was to achieve a far reaching comprehension of the components corporate IT impact in the organizations that are spoken to by their relations with their suppliers, merchants, merchants and clients on the gauges that are identified with client benefit as respects the nature of administration. The study depended on an extrapolation and a finding of the present circumstance of corporate IT, an examination of its responsiveness to prerequisites of its encompassing surroundings, and elevating the viability by which the administration reacts to various difficulties, particularly in enhancing the business administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and authoritative ideas that have developed in corporate IT in the course of the last couple of decades, the shape and nature of association with suppliers and customers in equivalent measure has changed towards more collaboration for an arrangement of a sound client benefit relationship between the gatherings included. With an end goal to diminishing the costs included, the principle look into question was figured. What is the impact of a fruitful corporate IT in enhancing client benefit (Shoghari, 2016).
Hypothesis
There is no statistically significant effect that lies between corporate IT variables on customer service; this is the first significant hypothesis that the study intends to test. The factors incorporate its association with suppliers, association with merchants and wholesalers. The second theory is; there is no measurably critical contrast between the normal reactions of those questioned about the effect of corporate IT on client benefit because of individual factors like sexual orientation age, training and years of administration or capability. For this study, we will base the project on the first hypothesis as mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the correct identification of a superiority client. The scen ...
The document discusses contemporary concepts of innovation and organizational change. It describes innovation as the successful implementation of new ideas within an industry, while organizational change involves transitioning from the current state to a future state. Contemporary concepts refer to innovative technology, products, services, strategies, structures, and cultures. The document also discusses two frameworks for innovation - customer engagement, which uses customer insights to develop connections, and service innovations, which enhance offerings. For successful change and innovation, organizations need new ideas, an identified need for change, adoption of new ideas, and resources to implement changes. This allows organizations to adapt to new technologies and develop new products and services through strategic, structural, and cultural changes.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
---
THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
Implications Of Human Resource Variables On Supply Chain Performance And Comp...CSCJournals
This paper proposes a conceptual model indicating the effect of Human Resource (HR) variables on supply chain (SC) performance and to suggest best approach suited for Indian manufacturing organizations, in general, and automotive industries, in particular. This study is a part of a larger research project exploring SC related practices. The methodology of critical evaluation involved literature review of empirical research articles on performance measurement, SCM and HR practices. A critical analysis is carried out so as to identify research gaps in content of effect of HR on performance measurement of supply chains, as well as to propose directions for future research. A conceptual model is also proposed. Critical investigation of selected articles led to an idea that there can be significant effect of the role of human involvement on overall SC Performance. It is to be seen that how various parameters, taken from the literature review, affect SC performance and ultimately contributing to its competitiveness. The study is limited to supply chains of the automotive industries and their ancillaries located in Malwa region of M.P., India. Further research can be carried out by using data of various supply chains located in other parts of India to generalize the research. Also, other sectors and industries can be included.
Running head DQE PREP PAGE 1DQE PREP PAGE 47.docxjeanettehully
Running head: DQE PREP PAGE 1
DQE PREP PAGE 47
DQE Prep
Student’s Name:
University
DQE PART 1
Introduction
The concern of the Year 1 DBA year course primarily touches on many issues that connects with the customer welfare in a bid to retain the firm for business. The customer retention values will include embracing and driving change through innovation, creating fun and exemplary experiences for consumers, to be open-minded and creative, to build honest and open relationships through communication, team spirit and to work with passion and integrity. These values will guide employees to work with passion and integrity in the process of creating new products. These employees will also be required to communicate honestly with each other and with clients.
The industry entails the inculcation of latest communication methods for instance the application and use of data connectivity as well as mobile devices. The firms that operate under the telecommunication industry as such offer services in relation to internet and related issues. The firms however, have a unilateral or rather single internet provider as they only serve as resellers in the market ( Cohen, 2018). The firms also offer wireless communication service alongside the bulky purchase of the internet service. The firms in the industry have in all ways observed the policies as stipulated by the business all to ensure smooth running of their businesses.
Customer loyalty is the likelihood that the current customers will continue buying from a specific seller. Most of these customers will go a long way to recommending the company’s products to their friends to the advantage of the company. Because it is quite expensive trying to lure new customers to buy a certain product from a specific seller, most of the businesses will try much they can to retain the existing customers. This is achieved through provision of quality services and extensive advertising. Giving customers the reason to be loyal is key, most customers’ value being given great services with create quality and therefore they will go an extra mile even to send more with the current seller than trying to switch from one seller to the other. Customers will start thinking otherwise if the brand of the goods provided does not meet their needs.
Customer satisfaction in the case of the business in question would only possible to get its derivation from the responses through the questionnaires and survey carried out by the researchers in the field. Customer satisfaction by all incidences forms a primary pillar in as far as rating the firm is concerned and as such is the main arsenal for use by the business in keeping the clientele loyalty. It takes the firm a stepwise process in ensuring that the customers get what they really are in need of all the time. The degree of satisfaction as recorded by the customers offers a platform for the business in question outline the best way out in as far making busines ...
Prescriptions for Healthcare's Digital CIOsCognizant
This document discusses the changing role of healthcare CIOs as the industry undergoes digital transformation. It finds that CIOs must take on new roles like chief integration officer to help their organizations adopt digital capabilities. The top driver for digital adoption is improving the patient experience. CIOs must partner closely with CMOs, as marketing owns the digital customer experience. However, CIOs have unique expertise in integrating legacy systems and data that is critical for digital initiatives. Overcoming barriers like limited budgets and legacy systems will require CIO leadership.
Marketers keep on evolving ways and means to attract as well as
retain the customers. During the last few decades, the marketing practices have
been changed rapidly. The consumers now wish to be associated with those
organisations and brands, which are ethical and follow high standards of
integrity. Such aspects have been incorporated in the concept of Marketing 3.0,
which is based on value-based matrix (VBM). The present study empirically
predicts the construct of VBM in the banking industry context. The sample size
of the study is 283. The logistics ordinal regression was applied with 27 items
to identify the predictive constructs of value-based banking. ‘Selection of bank
based on value system’ was the dependent variable and the independent
variables contained 25 statements covering value-based banking along with
2 covariates ‘age’ and ‘education’. It was found that ‘value-based banking’ and
‘education’ have significant impact on the dependent variable.
This document reviews literature on quality management in the health care industry. It discusses how quality management aims to establish long-term, trusting relationships with patients by focusing on their expectations and satisfaction. The document also examines how quality management requires viewing patients as people first and selecting the most profitable relationships to exceed patients' expectations through service quality. Finally, it explores how effective quality management strategies integrate customers throughout the organization and view business through customers' eyes to continuously improve quality and satisfaction.
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
American Marketing Association is collaborating with JSTOR t.docxjoyjonna282
American Marketing Association is collaborating with JSTOR to digitize, preserve and extend access to Journal of Marketing.
http://www.jstor.org
Customer Switching Behavior in Service Industries: An Exploratory Study
Author(s): Susan M. Keaveney
Source: Journal of Marketing, Vol. 59, No. 2 (Apr., 1995), pp. 71-82
Published by: American Marketing Association
Stable URL: http://www.jstor.org/stable/1252074
Accessed: 14-08-2015 23:57 UTC
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Susan M. Keaveney
Customer Switching Behavior
in Service Industries:
An Exploratory Study
Customer switching behavior damages market share and profitability of service firms yet has remained virtually un-
explored in the marketing literature. The author reports results of a critical incident study conducted among more
than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused
customers to switch services. Customers' reasons for switching services were classified into eight general cate-
gories. The author then discusses implications for further model development and offers recommendations for man-
agers of service firms.
ervices marketers know that "having customers, not
merely acquiring customers [sic], is crucial for ser-
vice firms" (Berry 1980, p. 25). In terms of having
customers, research shows that service quality (Bitner 1990;
Boulding et al. 1993), relationship quality (Crosby, Evans,
and Cowles 1990; Crosby and Stephens 1987), and overall
service satisfaction (Cronin and Taylor 1992) can improve
customers' intentions to stay with a firm. But what of losing
customers? What actions of service firms, or their employ-
ees, cause customers to switch from one service provider to
another?
The answers to these questions are i ...
The leading industries and companies that contributes to the maximum revenue and profit generation, are opting revolutionary techniques and management strategies so that they can easily manage with the rising need of excellence. On the contrary, the public sector is more into conventional and traditional ways that they practice and that is why there has been a great deal of planning changes that has been reached in most of the sector so that they can show the current market demand. The private sector seems to deliver more into skill set management rather than traditional ways of work ethics
Z energy aims to manage quality in its coffee bar by establishing a quality manual. The manual will define the quality management system boundaries and responsibilities. It will also describe the records and methods used to manage quality. Quality is the result of high intention, sincere effort, intelligent direction and skillful execution. Z energy strives to provide high quality coffee and maintain standards in areas like storing coffee beans, cleaning equipment, and meeting ISO 9001 standards for espresso preparation. Management must focus on customer satisfaction and quality planning.
The document summarizes key insights from a study of over 4,000 C-level executives, including 342 Chief Human Resource Officers, about how HR functions need to transform to support "customer-activated" organizations. The main points are:
1) HR must focus on developing new customer-facing roles and using analytics to enhance the customer experience.
2) Social/digital technologies are changing how work gets done, requiring HR to address challenges like BYOD policies and digital reputation.
3) While CHROs recognize the need to understand customers better, HR is still seen as transactional rather than strategic. Overcoming this perception is a hurdle to HR transforming.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
1Running head CHANGE MANAGEMENT6CHANGE MANAGEMENT.docxaulasnilda
1
Running head: CHANGE MANAGEMENT
6
CHANGE MANAGEMENT
BUS Week 1
Student name:
Student number:
Professors name:
Introduction
Technology has and continues to change the way businesses are transacted over the world. Implementation of information management systems, security control systems, order placement systems and online payment systems are some few examples of how technology is impacting business processes. While technology remain to be used as a key to creating a competitive advantage over ones competitors some technology system are not the best to be used in any business setup. McDonalds is one of the biggest fast food restaurants in the USA and in the world (Mathur 2017).
The restaurant serves the biggest population in the USA and in majority of the countries they have opened branches. The interesting part of the company is how they have managed to create a strong relationship with customers establishing long lasting loyalty. Also the company is able to meet the ever changing customer demands through ensuring that they respond to customer complains on their social media platforms within the shortest time possible. By ensuring they offer quality to the customers the company management have opted to be part of service delivery in ensuring effectiveness in the supply chain.
Over the recent past the company has mean able to digitize its activities by ensuring that they have a central information system whereby all customers' information and orders are received. While this is a very good initiative it is important for the stakeholders to realize that information systems can fail any time either because of power failure, intrusion by malicious people or even a natural disaster. This calls for a change which can be achieved only through reviewing the existing systems. There are several considerations to make when making a decision of whether to change an information system or to maintain the current one. Some of these considerations are:
Flexibility
Can the system be able to cater the changing business environment and customer needs? If the system is unable to accommodate the developing and growing environmental demands then a change is necessary.
Time management
One of the very crucial aspects of information system is time management. Any implemented system should enable users to spend less time that they used to spend prior its implementation.
Accountability
Accountability results to integrity. Systems should ensure that they are accountable and cannot be manipulated to favor either managers or supervisors Reliable The system must be reliable in delivering the best with the working environment. This means it must be able to function as it is intended to.
In McDonalds there is an integrated information system which is integrated and is accessed from one point. This mean all orders from different locations are sent to this central location where they are analyzed and processed for delivery. As we discussed earlier this is ...
Essential CommunicationCOM 425 Communication in Organizat.docxbridgelandying
Essential Communication
COM 425: Communication in Organizations
Introduction
Communication is an essential process of sharing own viewpoint with speech, symbol and signs. This process usually follows both interpersonal and intrapersonal methods. Communication with more than two persons such as groups or social structures is termed as interpersonal communication. On the other hand, communication internal to the communicators termed as intrapersonal communication. Accordingly, this paper emphasize on effectiveness and efficiency of interpersonal communication within the organization i.e. Motorola Telecommunication Company. This communication method will be very influential for the organization on several edges such as changing customer opinions, business dealings, maintaining long-term relationship with the clients, as well as retaining harmony with the community through mass communication among others. (Hage, Aiken & Marrett, 1971).
Correspondingly, this paper will entail a proposal for new communication structure for Motorola Telecommunication Company. Furthermore, effectiveness and implementation of five major concepts including active listening, organizational culture, conflict resolution, key principles of human communication, leadership strategies and formal and informal communication will be represented.
New Communication Structure for Motorola
Motorola is a well-known global telecommunication organization, which deals with innovative product and services. The organization is always on the cutting age of technology and relentlessly concentrating on the requirements of the customers. It is equally important to identify that the business world is rapidly changing. Therefore, to maintain the sustainable growth in the market, the leaders of the Motorola need determine and develop the effective communication strategies. The development of the effective communication structure largely depends on analyzing and identifying the factors that helps to accomplish the effectiveness of the organization. Accordingly, effective communication structure will facilitate Motorola to enhance the service procedures of the organization. As a result, it will assist to achieve and maintain customer loyalties and increase the dedication of the employees (Motorola Mobility LLC., 2013). Therefore, to develop a new and effective communication structure, Motorola need to consider several concept of communication. Few relevant concept of communication are being represented below.
Organizational Culture
The culture of the organization and its impact on the performance are coherently related to each other. The organizational culture is the arrangement of different attributes that helps to create unique identity of the firm in the market. The attributes of the organizational culture are interpersonal trust, effective communication among staffs and higher authorities, information system, knowledge sharing, acquiring and providing feedback, rewarding as well as tak ...
This document discusses the impact of after-sale service characteristics on customer satisfaction in the home appliance industry in Pakistan. It examines how characteristics like delivery time, product installation, warranty length, feedback implementation, and service quality affect customer satisfaction. The literature review discusses how each characteristic influences customer satisfaction and organizational performance. Timely delivery, proper installation, extended warranties, addressing customer feedback, and high quality service are identified as important factors that increase customer loyalty and satisfaction with after-sale service. The study aims to determine which characteristics most influence customer satisfaction in the home appliance industry in Pakistan.
This document discusses classifying services based on their underlying processes. It identifies four main categories of service processes: 1) people processing, 2) possession processing, 3) mental stimulus processing, and 4) information processing. Each category involves different levels of customer involvement and requires different operational and marketing approaches. Understanding the service process is important for designing customer-friendly and efficient service delivery systems.
This document provides an 18-page report on managing human resources at The Container Store. It begins with an executive summary highlighting how The Container Store uses effective HRM practices like extensive training and a culture of employee empowerment to motivate workers and achieve high performance, despite operating in a declining industry segment. The report then reviews literature on high-commitment HRM models and their application at The Container Store. Specific HRM practices at The Container Store like selective recruiting, long training programs, performance-based rewards, and emphasis on culture and communication are examined. Potential problems with flat career structures and non-transparent promotions are also discussed.
1-2paragraphsapa formatWelcome to Module 6. Divers.docxjasoninnes20
1-2
paragraphs
apa format
Welcome to Module 6. Diversity can help ensure that a team has the skills and knowledge necessary for the successful completion of tasks. Diverse teams, as long as they are well managed, tend to be more creative and achieve goals more efficiently. Leaders must understand and appreciate the diversity that exists in their team. Answer the following question as you think about the diversity that exists within your own organization.
How does this diversity help your team achieve its goals?
Have you noticed any barriers to team unity that may be attributed to the diversity of team members' backgrounds?
How has your background and experience prepared you to be an effective leader in an organization that holds diversity and inclusion as core to its mission and values?
.
1-Post a two-paragraph summary of the lecture; 2- Review the li.docxjasoninnes20
1-Post a two-paragraph summary of the lecture;
2- Review the links and select one. Briefly explain how they support our curse.
http://www.fldoe.org/
http://www.eric.ed.gov/ERICWebPortal/Home.portal
http://firn.edu/doe/sas/ftce/ftcecomp.htm
Use APA 7.
each work separately.
.
1-What are the pros and cons of parole. Discuss!2-Discuss ways t.docxjasoninnes20
1-What are the pros and cons of parole. Discuss!
2-Discuss ways to improve parole so that offenders have a better chance of being successful in the community
3-What are the barriers that parolees face when they return to the community that contribute to them failing. Give a relative example!
Submit in 3 paragraphs
.
1-page (max) proposal including a Title, Executive Summary, Outline,.docxjasoninnes20
1-page (max) proposal including a Title, Executive Summary, Outline, Team members, Task Assignment and Duration (who is doing what part). Include your anticipated dataset(s) and techniques/software. Please provide a list of the main references you want to use for your project in any appropriate format, e.g. Vancouver or APA style.
proposal is due by october 7th 2020 at 12pm est
project by 25th october
instructions for project are in the folder
.
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Running head DQE PREP PAGE 1DQE PREP PAGE 47.docxjeanettehully
Running head: DQE PREP PAGE 1
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The concern of the Year 1 DBA year course primarily touches on many issues that connects with the customer welfare in a bid to retain the firm for business. The customer retention values will include embracing and driving change through innovation, creating fun and exemplary experiences for consumers, to be open-minded and creative, to build honest and open relationships through communication, team spirit and to work with passion and integrity. These values will guide employees to work with passion and integrity in the process of creating new products. These employees will also be required to communicate honestly with each other and with clients.
The industry entails the inculcation of latest communication methods for instance the application and use of data connectivity as well as mobile devices. The firms that operate under the telecommunication industry as such offer services in relation to internet and related issues. The firms however, have a unilateral or rather single internet provider as they only serve as resellers in the market ( Cohen, 2018). The firms also offer wireless communication service alongside the bulky purchase of the internet service. The firms in the industry have in all ways observed the policies as stipulated by the business all to ensure smooth running of their businesses.
Customer loyalty is the likelihood that the current customers will continue buying from a specific seller. Most of these customers will go a long way to recommending the company’s products to their friends to the advantage of the company. Because it is quite expensive trying to lure new customers to buy a certain product from a specific seller, most of the businesses will try much they can to retain the existing customers. This is achieved through provision of quality services and extensive advertising. Giving customers the reason to be loyal is key, most customers’ value being given great services with create quality and therefore they will go an extra mile even to send more with the current seller than trying to switch from one seller to the other. Customers will start thinking otherwise if the brand of the goods provided does not meet their needs.
Customer satisfaction in the case of the business in question would only possible to get its derivation from the responses through the questionnaires and survey carried out by the researchers in the field. Customer satisfaction by all incidences forms a primary pillar in as far as rating the firm is concerned and as such is the main arsenal for use by the business in keeping the clientele loyalty. It takes the firm a stepwise process in ensuring that the customers get what they really are in need of all the time. The degree of satisfaction as recorded by the customers offers a platform for the business in question outline the best way out in as far making busines ...
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American Marketing Association is collaborating with JSTOR to digitize, preserve and extend access to Journal of Marketing.
http://www.jstor.org
Customer Switching Behavior in Service Industries: An Exploratory Study
Author(s): Susan M. Keaveney
Source: Journal of Marketing, Vol. 59, No. 2 (Apr., 1995), pp. 71-82
Published by: American Marketing Association
Stable URL: http://www.jstor.org/stable/1252074
Accessed: 14-08-2015 23:57 UTC
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This content downloaded from 204.17.31.62 on Fri, 14 Aug 2015 23:57:28 UTC
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Susan M. Keaveney
Customer Switching Behavior
in Service Industries:
An Exploratory Study
Customer switching behavior damages market share and profitability of service firms yet has remained virtually un-
explored in the marketing literature. The author reports results of a critical incident study conducted among more
than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused
customers to switch services. Customers' reasons for switching services were classified into eight general cate-
gories. The author then discusses implications for further model development and offers recommendations for man-
agers of service firms.
ervices marketers know that "having customers, not
merely acquiring customers [sic], is crucial for ser-
vice firms" (Berry 1980, p. 25). In terms of having
customers, research shows that service quality (Bitner 1990;
Boulding et al. 1993), relationship quality (Crosby, Evans,
and Cowles 1990; Crosby and Stephens 1987), and overall
service satisfaction (Cronin and Taylor 1992) can improve
customers' intentions to stay with a firm. But what of losing
customers? What actions of service firms, or their employ-
ees, cause customers to switch from one service provider to
another?
The answers to these questions are i ...
The leading industries and companies that contributes to the maximum revenue and profit generation, are opting revolutionary techniques and management strategies so that they can easily manage with the rising need of excellence. On the contrary, the public sector is more into conventional and traditional ways that they practice and that is why there has been a great deal of planning changes that has been reached in most of the sector so that they can show the current market demand. The private sector seems to deliver more into skill set management rather than traditional ways of work ethics
Z energy aims to manage quality in its coffee bar by establishing a quality manual. The manual will define the quality management system boundaries and responsibilities. It will also describe the records and methods used to manage quality. Quality is the result of high intention, sincere effort, intelligent direction and skillful execution. Z energy strives to provide high quality coffee and maintain standards in areas like storing coffee beans, cleaning equipment, and meeting ISO 9001 standards for espresso preparation. Management must focus on customer satisfaction and quality planning.
The document summarizes key insights from a study of over 4,000 C-level executives, including 342 Chief Human Resource Officers, about how HR functions need to transform to support "customer-activated" organizations. The main points are:
1) HR must focus on developing new customer-facing roles and using analytics to enhance the customer experience.
2) Social/digital technologies are changing how work gets done, requiring HR to address challenges like BYOD policies and digital reputation.
3) While CHROs recognize the need to understand customers better, HR is still seen as transactional rather than strategic. Overcoming this perception is a hurdle to HR transforming.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
1Running head CHANGE MANAGEMENT6CHANGE MANAGEMENT.docxaulasnilda
1
Running head: CHANGE MANAGEMENT
6
CHANGE MANAGEMENT
BUS Week 1
Student name:
Student number:
Professors name:
Introduction
Technology has and continues to change the way businesses are transacted over the world. Implementation of information management systems, security control systems, order placement systems and online payment systems are some few examples of how technology is impacting business processes. While technology remain to be used as a key to creating a competitive advantage over ones competitors some technology system are not the best to be used in any business setup. McDonalds is one of the biggest fast food restaurants in the USA and in the world (Mathur 2017).
The restaurant serves the biggest population in the USA and in majority of the countries they have opened branches. The interesting part of the company is how they have managed to create a strong relationship with customers establishing long lasting loyalty. Also the company is able to meet the ever changing customer demands through ensuring that they respond to customer complains on their social media platforms within the shortest time possible. By ensuring they offer quality to the customers the company management have opted to be part of service delivery in ensuring effectiveness in the supply chain.
Over the recent past the company has mean able to digitize its activities by ensuring that they have a central information system whereby all customers' information and orders are received. While this is a very good initiative it is important for the stakeholders to realize that information systems can fail any time either because of power failure, intrusion by malicious people or even a natural disaster. This calls for a change which can be achieved only through reviewing the existing systems. There are several considerations to make when making a decision of whether to change an information system or to maintain the current one. Some of these considerations are:
Flexibility
Can the system be able to cater the changing business environment and customer needs? If the system is unable to accommodate the developing and growing environmental demands then a change is necessary.
Time management
One of the very crucial aspects of information system is time management. Any implemented system should enable users to spend less time that they used to spend prior its implementation.
Accountability
Accountability results to integrity. Systems should ensure that they are accountable and cannot be manipulated to favor either managers or supervisors Reliable The system must be reliable in delivering the best with the working environment. This means it must be able to function as it is intended to.
In McDonalds there is an integrated information system which is integrated and is accessed from one point. This mean all orders from different locations are sent to this central location where they are analyzed and processed for delivery. As we discussed earlier this is ...
Essential CommunicationCOM 425 Communication in Organizat.docxbridgelandying
Essential Communication
COM 425: Communication in Organizations
Introduction
Communication is an essential process of sharing own viewpoint with speech, symbol and signs. This process usually follows both interpersonal and intrapersonal methods. Communication with more than two persons such as groups or social structures is termed as interpersonal communication. On the other hand, communication internal to the communicators termed as intrapersonal communication. Accordingly, this paper emphasize on effectiveness and efficiency of interpersonal communication within the organization i.e. Motorola Telecommunication Company. This communication method will be very influential for the organization on several edges such as changing customer opinions, business dealings, maintaining long-term relationship with the clients, as well as retaining harmony with the community through mass communication among others. (Hage, Aiken & Marrett, 1971).
Correspondingly, this paper will entail a proposal for new communication structure for Motorola Telecommunication Company. Furthermore, effectiveness and implementation of five major concepts including active listening, organizational culture, conflict resolution, key principles of human communication, leadership strategies and formal and informal communication will be represented.
New Communication Structure for Motorola
Motorola is a well-known global telecommunication organization, which deals with innovative product and services. The organization is always on the cutting age of technology and relentlessly concentrating on the requirements of the customers. It is equally important to identify that the business world is rapidly changing. Therefore, to maintain the sustainable growth in the market, the leaders of the Motorola need determine and develop the effective communication strategies. The development of the effective communication structure largely depends on analyzing and identifying the factors that helps to accomplish the effectiveness of the organization. Accordingly, effective communication structure will facilitate Motorola to enhance the service procedures of the organization. As a result, it will assist to achieve and maintain customer loyalties and increase the dedication of the employees (Motorola Mobility LLC., 2013). Therefore, to develop a new and effective communication structure, Motorola need to consider several concept of communication. Few relevant concept of communication are being represented below.
Organizational Culture
The culture of the organization and its impact on the performance are coherently related to each other. The organizational culture is the arrangement of different attributes that helps to create unique identity of the firm in the market. The attributes of the organizational culture are interpersonal trust, effective communication among staffs and higher authorities, information system, knowledge sharing, acquiring and providing feedback, rewarding as well as tak ...
This document discusses the impact of after-sale service characteristics on customer satisfaction in the home appliance industry in Pakistan. It examines how characteristics like delivery time, product installation, warranty length, feedback implementation, and service quality affect customer satisfaction. The literature review discusses how each characteristic influences customer satisfaction and organizational performance. Timely delivery, proper installation, extended warranties, addressing customer feedback, and high quality service are identified as important factors that increase customer loyalty and satisfaction with after-sale service. The study aims to determine which characteristics most influence customer satisfaction in the home appliance industry in Pakistan.
This document discusses classifying services based on their underlying processes. It identifies four main categories of service processes: 1) people processing, 2) possession processing, 3) mental stimulus processing, and 4) information processing. Each category involves different levels of customer involvement and requires different operational and marketing approaches. Understanding the service process is important for designing customer-friendly and efficient service delivery systems.
This document provides an 18-page report on managing human resources at The Container Store. It begins with an executive summary highlighting how The Container Store uses effective HRM practices like extensive training and a culture of employee empowerment to motivate workers and achieve high performance, despite operating in a declining industry segment. The report then reviews literature on high-commitment HRM models and their application at The Container Store. Specific HRM practices at The Container Store like selective recruiting, long training programs, performance-based rewards, and emphasis on culture and communication are examined. Potential problems with flat career structures and non-transparent promotions are also discussed.
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1-2
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apa format
Welcome to Module 6. Diversity can help ensure that a team has the skills and knowledge necessary for the successful completion of tasks. Diverse teams, as long as they are well managed, tend to be more creative and achieve goals more efficiently. Leaders must understand and appreciate the diversity that exists in their team. Answer the following question as you think about the diversity that exists within your own organization.
How does this diversity help your team achieve its goals?
Have you noticed any barriers to team unity that may be attributed to the diversity of team members' backgrounds?
How has your background and experience prepared you to be an effective leader in an organization that holds diversity and inclusion as core to its mission and values?
.
1-Post a two-paragraph summary of the lecture; 2- Review the li.docxjasoninnes20
1-Post a two-paragraph summary of the lecture;
2- Review the links and select one. Briefly explain how they support our curse.
http://www.fldoe.org/
http://www.eric.ed.gov/ERICWebPortal/Home.portal
http://firn.edu/doe/sas/ftce/ftcecomp.htm
Use APA 7.
each work separately.
.
1-What are the pros and cons of parole. Discuss!2-Discuss ways t.docxjasoninnes20
1-What are the pros and cons of parole. Discuss!
2-Discuss ways to improve parole so that offenders have a better chance of being successful in the community
3-What are the barriers that parolees face when they return to the community that contribute to them failing. Give a relative example!
Submit in 3 paragraphs
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1-page (max) proposal including a Title, Executive Summary, Outline,.docxjasoninnes20
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proposal is due by october 7th 2020 at 12pm est
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4-Why does Mills suggest in the last chapter of his book that this is really the beginning of your work?( start page 291)
Source:
Mills, G. E. (2000). Action research: A guide for the teacher researcher. Prentice-Hall, Inc., One Lake Street, Upper Saddle River, New Jersey 07458.
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1-page APA 7 the edition No referenceDescription of Personal a.docxjasoninnes20
1-page APA 7 the edition / No reference
Description of Personal and Professional Goals My personal goal within the health care field is to become a successful and exceptional
nurse.
1-page APA 7 the edition / No reference
Reflection of the program Discussions about the program has helped my growth as a capable nurse. And talk about how good the program.
.
1-Pretend that you are a new teacher. You see that one of your st.docxjasoninnes20
A student is bullying their peers by teasing, joking, and targeting students who appear less socially adept. The bullying goes beyond friendly banter and often leaves victims feeling hurt and ashamed. As a new teacher, steps should be taken to stop the bullying and build the self-esteem of targeted students. The causes of the bullying behavior need to be addressed, and a tiered behavior management program could help encourage student success.
1- What is the difference between a multi-valued attribute and a.docxjasoninnes20
1- What is the difference between a multi-valued attribute and a composite attribute? Give examples.
2- Create an ERD for the following requirements (You can use Dia diagramming tool to create your ERD):
Some Tiny College staff employees are information technology (IT) personnel. Some IT personnel provide technology support for academic programs, some provide technology infrastructure support, and some provide support for both. IT personnel are not professors; they are required to take periodic training to retain their technical expertise. Tiny College tracks all IT personnel training by date, type, and results (completed vs. not completed).
.
1- What is a Relational Algebra What are the operators. Explain.docxjasoninnes20
1- What is a Relational Algebra? What are the operators. Explain each.
2- What is the
INNER JOIN
operation between the following two relations (data sets or tables of data).
Hint: Use OWNER_ID column as common column between the two tables and list all columns of the two tables that have common OWNER_ID.
.
1- Watch the movie Don Quixote, which is an adaptation of Cerv.docxjasoninnes20
1-
Watch the movie
Don Quixote
, which is an adaptation of Cervantes' novel
Don Quixote
. Then, write at least two paragraphs (minimum five well-developed sentences per paragraph) to explain a lesson one could learn from the characters. You need to incorporate at least three of the ideas provided below:
The value of friendship
Humility and nobility
Importance of time
Importance of reading
Importance of optimism
The role of imagination and vision
Justifying commitment
Sense of self and disciple
Building leadership
.
1- reply to both below, no more than 75 words per each. PSY 771.docxjasoninnes20
1- reply to both below, no more than 75 words per each.
PSY 7710
4 days ago
Karissa Milano
unit 9 discussion scenario 3
COLLAPSE
ABA Procedure: A DRO (differential reinforcement of other behavior) to address SIB exhibited by a toddler in a home setting.
Special Methods: Any appropriate behaviors other than SIB will be reinforced through a specific amount of time (every five minutes). Reinforcement is only given when the individual does not engage in SIB behaviors.
Risks
Notes
1 Implementing the plan at home can be difficult.
1 The family might be concerned with their safety and the safety of the child. There should be a protocol before implementing this intervention.
2 Family members and client could be at risk for danger.
2 The parents might be concerned for the safety of themselves and their child.
3 Possible increase in SIB
3 SIB behaviors might increase before it decreases due to an extinction burst. The behavior analyst should have a protocol before implementing this intervention.
4 SIB behaviors could remain the same.
4 If there is no change in the clients SIB behaviors then a preference test should be conducted to determine motivating reinfoncers.
Benefits
Notes
1 Generalization
1 The client will learn to use this skill at home as well as be able generalize this skill into other settings.
2 Improved learning environment
2 SIB behaviors will decrease and appropriate behavior will be taught. SIB will no longer impact the client and family in the future.
3 Increase in appropriate behaviors
3 Appropriate behaviors will be taught and replace the SIB behavior.
4 Least intrusive intervention
4 Using reinforcement to decrease the problem behavior and increase appropriate behaviors. This is a least restrictive method of treatment.
5 Parent training and involvement
5 Parents will feel confident about implementing this evidence based treatment at home. This will can lead to an increase a buy in from the family and they will feel comfortable implementing other interventions in the future.
Summary: DRO is an intervention that is used when the client does not engage in the problem behavior (SIB) (Bailey & Burch, 2016). Reinforcement should only be given to the individual after a certain amount of time that the client is not engaging in the problem behavior; in this case it should be after five minutes of the client not engaging in SIB. The person who is implementing this treatment should not reinforce the problem behavior. The benefits of implementing DRO outweigh the risks of implementing DRO. DRO is a good intervention to use when decreasing SIB behavior. Although there are some risks, the individual who is implementing DRO should have the knowledge, training and experience and be confident when implementing DRO ( Bailey & Burch, 2016).
Reference
Bailey, J. S., & Burch, M. R. (2016).
Ethics for behavior analysts
(3rd ed.). New York, NY: Routledge.
PSY 7711
3 days ago
Emily Gentile
Unit 9 Discussion
C.
1- Pathogenesis 2- Organs affected in the body 3- Chain of i.docxjasoninnes20
1- Pathogenesis
2- Organs affected in the body
3- Chain of infection and its Links associated: Infectious agent, Reservoirs, Portal of Exit, Route of Transmission, portal of Entry, and Susceptible Host. All must to be defined in the chosen agent.
4- Incidence, Prevalence, and Prevention of this infectious disease
5- Treatment if possible
6- Please answer, being a Nurse. “How are you going to break down the chain of infection of the selected microorganisms, to avoid Cross Contamination ?
.
1- I can totally see where there would be tension between.docxjasoninnes20
1- I can totally see where there would be tension between these two, especially in today’s world. I am no expert on religion or science for that matter, but I do feel like some of the tension is unnecessary. I feel that the two can work to benefit our patients by balancing them with the needs of the patient. Let’s take my kids for instance, if they were sick with some known treatable disease there would be no other option in my mind to treat them with science and medicine that has been proven to work. I wouldn’t only pray for them to get better and not do anything about it, but I would pray for them and do whatever was necessary to help my family deal with the stress and worry of a child being sick. Here we have used them both to our benefit and they each serve a different purpose and effectiveness. Thanks again for your post!
2-My perception of the tension between science and religion is founded at first glance and then not when looked at more closely. Science and religion can coincide in health care if respected for their own strengths and limitations. I feel that a healthy balance of both can benefit our patients providing different needs when they’re needed. I have seen with my own eyes CRP markers drop in an infant receiving antibiotic treatment and I have also seen an infant that wasn’t supposed to live by scientific probability actually make it and thrive with prayer being the only obvious intervention. So, trying to single out one over the other as more effective than the other seems less beneficial than trying to work them both in when the patient requires such help.
I feel that science is good for some of the more usual cases and things we feel we can help with its information, and I also feel that we can use religion to help a patient with their mental aspects of healing. We can quantify an improvement in a patient through lab levels and such, but it's hard to do the same with religion and how a patient uses that tool as comfort or however they use it in their lives. “Some observational studies suggest that people who have regular spiritual practices tend to live longer. Another study points to a possible mechanism: interleukin (IL)-6. Increased levels of IL-6 are associated with an increased incidence of disease. A research study involving 1700 older adults showed that those who attended church were half as likely to have elevated levels of IL-6. The authors hypothesized that religious commitment may improve stress control by offering better coping mechanisms, richer social support, and the strength of personal values and worldview” (NCBI, 2001). In this example we see the benefits were surveyed to be founded, but the exact workings aren’t exactly known. The great thing about science is that usually we have some tangible results that are repeatable and there’s safety to be found in that. The great thing about religion is that we can have faith in whatever we believe in and that’s all that’s needed. It's our.
1- One of the most difficult challenges leaders face is to integrate.docxjasoninnes20
1- One of the most difficult challenges leaders face is to integrate their task and relationship behaviors. Do you see this as a challenge in your own leadership? How do you integrate task and relationship behaviors?
2- If you were to change in an effort to improve your leadership, what aspect of your style would you change? Would you try to be more task oriented or more relationship oriented?
.
1- Design one assignment of the Word Find (education word) and the o.docxjasoninnes20
1- Design one assignment of the Word Find (education word) and the one of Using Digital Technology in two separate attachments, each named. Note that a sample of each is located in attachment.
2- Read the lecture and post a one-paragraph summary of the lecture. (Graphic organizers).
.
1- This chapter suggests that emotional intelligence is an interpers.docxjasoninnes20
1- This chapter suggests that emotional intelligence is an interpersonal leadership whether you agree or disagree with this assumption. As you think about your own leadership, do emotions help or hinder your role as a leader? Discuss.
2- One unique aspect of leadership skills is that they can be practiced. List and briefly describe three things you could do to improve administrative skills.
.
1-2 pages APA format1. overall purpose of site 2. resources .docxjasoninnes20
This document outlines requirements for a 1-2 page paper in APA format. It must include 3 headings addressing the overall purpose of the site, resources available to social workers, and how these resources can be used in assessments or interventions with children. A reference page for the site is also required.
1-Define Energy.2- What is Potential energy3- What is K.docxjasoninnes20
This document defines energy and different types of energy like potential and kinetic energy. It also defines metabolism, listing the two main types and defines enzymes, naming the most important classes. It asks to name the three metabolic pathways and defines aerobic cellular respiration and anaerobic respiration. It defines fermentation and asks to name the final products of anaerobic respiration. It asks about the main function of enzymes, names the six types of enzymes and defines energy of activation. It asks about factors that affect enzyme activity and defines what a cofactor is.
1- Find one quote from chapter 7-9. Explain why this quote stood.docxjasoninnes20
1- Find one quote from chapter 7-9. Explain why this quote stood out to you. What is its importance?
2- Discussion 7-9
1-Share your quote and ideas.
2- “violence is the only lever big enough to move the world”
3-Compare and contrast Elwood and Turner.
4-Why is Turner right? Why is he wrong?
5- Theme. reading vs reals world, inside vs outside, optimism vs pessimism, violence, division of lower class among racial lines.
7- “violence is the only lever big enough to move the world”
.
1-Confucianism2-ShintoChoose one of the religious system.docxjasoninnes20
1-Confucianism
2-Shinto
Choose one of the religious systems above; find some point of interest to discuss (350 wds). You may use your textbook OR any other reputable encyclopedia or source. ALWAYS CITE your source.
To support your response you are required to provide at least one supporting reference with proper citation
.
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
This presentation was provided by Rebecca Benner, Ph.D., of the American Society of Anesthesiologists, for the second session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session Two: 'Expanding Pathways to Publishing Careers,' was held June 13, 2024.
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
Walmart Business+ and Spark Good for Nonprofits.pdfTechSoup
"Learn about all the ways Walmart supports nonprofit organizations.
You will hear from Liz Willett, the Head of Nonprofits, and hear about what Walmart is doing to help nonprofits, including Walmart Business and Spark Good. Walmart Business+ is a new offer for nonprofits that offers discounts and also streamlines nonprofits order and expense tracking, saving time and money.
The webinar may also give some examples on how nonprofits can best leverage Walmart Business+.
The event will cover the following::
Walmart Business + (https://business.walmart.com/plus) is a new shopping experience for nonprofits, schools, and local business customers that connects an exclusive online shopping experience to stores. Benefits include free delivery and shipping, a 'Spend Analytics” feature, special discounts, deals and tax-exempt shopping.
Special TechSoup offer for a free 180 days membership, and up to $150 in discounts on eligible orders.
Spark Good (walmart.com/sparkgood) is a charitable platform that enables nonprofits to receive donations directly from customers and associates.
Answers about how you can do more with Walmart!"
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
Gender and Mental Health - Counselling and Family Therapy Applications and In...PsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
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Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Find out more about ISO training and certification services
Training: ISO/IEC 27001 Information Security Management System - EN | PECB
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General Data Protection Regulation (GDPR) - Training Courses - EN | PECB
Webinars: https://pecb.com/webinars
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Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Chapter wise All Notes of First year Basic Civil Engineering.pptx
BUS225 Group Assignment1. Service BlueprintCustomer acti.docx
1. BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein
retail store, browsing clothes and asking for recommendations
from a sales representative. Visible actions performed by Calvin
Klein’s sales representative include greet customers upon
arrival, check for inventory, bring clothes to customers and
process payment. These actions are visible to customers and one
invisible action performed by the sales representative would be
finding customer clothes in the back room. The support
processes include inventory-tracking system, inventory in the
back room and POS systems, which allow the sales
representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and
marketing studios within the world. It styles and markets
women’s and men’s designer assortment attire and a variety of
different products that area unit factory-made and marketed
through an intensive network of licensing agreements and
different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The
demographics of the people that would be receiving these
messages from the “My Calvins” campaign would be men and
women between the ages of 15-30, not married and have a
median income.
Millenials believe that the next generation of robots are not
going to replace people, but instead help to improve the
2. effectiveness and service of industries. In today’s world, to
suggest that automation will eliminate the need for human
workers is proving to be as ridiculous as suggesting that tablets
will replace laptops.
In the industrial world, robot design is pivoting from giant
mechanical arms that take up factory floors, to smaller, more
collaborative bots, that are designed to work alongside people.
While these collaborative bots only make up 3% of the market
today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to
productivity gains and service industrialization similar to the
industrial revolution in manufacturing that started in the
eighteenth century. Robotics in combination with rapidly
improving technologies like artificial intelligence (AI), mobile,
cloud, big data and biometrics will bring opportunities for a
wide range of innovations that have the potential to
dramatically change service industries. The purpose of this
paper is to explore the potential role service robots will play in
the future and to advance a research agenda for service
researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service,
and increasingly providing the underlying basis for service
strategy. Technological capabilities inevitably advance, firms
will tend to move from standardized to personalized and from
transactional to relational over time, implying that firms should
be alert to technological opportunities to personalize their
relationships with customers (Huang and Rust 2017).
3.2. Impact
3. These machines can improve efficiency, reduce labour costs and
are expected to reduce the risk of injury to maintenance
personnel. Locomotion is essential for these machines and this
can be achieved using several methods. Despite there already
being a number of pieces of theoretical research and
technological developments in this area, problems related to
stability, ability and autonomy still exist (Gonçalves and
Carvalho 2013).
For example, the application of item-level radio frequency
identification (RFID) technology in retail supply chains creates
cost savings and promises large potential benefits from revenue
growth. However, the economic assessment of the impact on
improved store operations, labor utilization, and increased sales
is still not fully explored (De Marco et al. 2012).
Products with low carrying costs are distributed between the
bricks-and-mortar stores and the online store. Products with
high carrying costs can be withdrawn from the bricks-and-
mortar stores and made available exclusively at the online store
where the inventory carrying costs are comparatively lower.
This strategy assists the hybrid retailer to not only improve the
profitability of its bricks- and-mortar stores but also to retain
the custom of the market segment that is loyal to the items
withdrawn from the traditional stores (Bhatnagar and Syam
2014).
3.3. Service profit chain
The service-profit chain model emphasizes the benefits of
service quality which displays the link between employee
satisfaction, customer loyalty and profitability. When a
customer is satisfied with the service, it creates customer
loyalty, which in turn results in profit and growth for the
company. Customer satisfaction is mainly influenced by the
value of services delivered to them. With good internal service
quality, it improves on employee satisfaction, which results in
4. higher productivity and it affects the external service quality
provided to customers. (Hogreve et al. 2017).
3.4. The Russell Model of Affect
As an alternative explanation of incongruent findings in the
literature, the purpose of the present study is to introduce the
concept of hedonic versus utilitarian service context as a
moderating variable in the relationship between the affect
(pleasure and arousal) and perceived service quality and
satisfaction. A consumer survey was conducted to test
moderation hypotheses, which was analyzed with hierarchical
regression equations.The results show that pleasure had stronger
influences on perceived service quality and satisfaction in the
hedonic service context than in the utilitarian service context.
Arousal is found to influence perceived service quality and
satisfaction in the hedonic service context but not in the
utilitarian service context.It is likely that in hedonic related
services, consumers will often use some affective criteria to
evaluate service quality, in addition to the traditional service
quality measures. Companies providing hedonic services should
modify the content of their services or add novelty stimulus into
their services from time to time in order to evoke the most
desired consumer emotions and enhance satisfaction. (Jiang and
Lu Wang 2006). For example, joy is conceptualized as an
emotional state that is the result of strong activation in neural
systems associated with positive valence or pleasure coupled
with moderate activation in arousal-related neural
systems.Therefore, when we have robotics in retail stores,
consumers may find that it is a new and fun experience, which
is also more efficient, allowing them to enjoy better service.
Thereafter, they will feel happy and satisfied with the whole
experience.
4. Ethical implication
5. 4.1 Role and Impact
Virtue ethics has a positive impact on the development of
company values. The theory offers restrictions to the virtue of
the mind. It focuses on the character of an individual as the
main element that determines ethical thinking. It plays an
essential part in the creation of values among employees that
later reflected on the mind of the employees. It leads to the
nature of proper company ethics that focuses on the interest of
the employees and customers to ensure that the adequate virtue
of the company is appropriately observed.
The promotion of virtue ethics leads to the creation of
satisfaction which is an elemental factor that is highly
important to the customers. The development of values enables
the employees to be ethically responsible, leading to the
promotion of proper company intuitive goals (Vazquez 2018).
The aspect leads to the creation of brand loyalty, which is a
practice that comes with increased satisfaction. The promotion
of practical ethics makes the preparation easy for the
management as the process becomes easy to implement and
understand regardless of the complications involved in the
process.
Factors such as moderate and zone tolerance come with the
adoption of casuist ethical theory, which entails a comparison
of the current ethical situation together with the examples that
are like the ethical conditions and the outcomes. They play an
essential role in the presentation of the correct ethical theory.
Its application in the creation of tolerance is an important issue
that elaborates on the importance of ethical theories within
Calvin Klein. It also applies to critical parts such as tangibility
and responsiveness within the company (Morrison, et al. 2018).
4.2 Servicescape model and ethics
6. The servicescape model plays an essential part in addressing the
relevance of utilitarianism ethics. Which the management
applies in its decision making. The model is clearly defined by
structures that focus on addressing the ethical theory to ensure
that its maximum effectiveness is positively utilized. The
division of the model into environmental dimensions,
moderators, innate responses, and behavior plays a vital role in
this case. The environmental aspects involved in the practice
are ambient conditions that include the scent, music, noise, air
quality, and temperatures (Vazquez 2018). Addressing such
factors play an active role in the promotion of actual
coordination within the management units to ensure that the
ethical decision-making structure is adequately observed. The
holistic environmental aspect of the model elaborates on the
perceptions that are expected from the employees and the next
appropriate step that the companies should take.
4.3 Moderators
Moderator is a part of the model that aids in the explanation of
the positive implications of utilitarianism ethical theory within
the company. The moderator needs to understand that the choice
made typically yields the perfect benefit to most individuals,
and this is the ethically correct choice (Gerde & Michaelson
2019). Employee response moderator and customer response
moderators are essential aspects of the model that play a crucial
role in ensuring that the ethical theory in play is fully utilized.
Calvin Klein ensures that the theory of utilitarianism is clearly
understood through the explanation of all the necessary
practices that would facilitate positive responses.
4.4 Responses
The internal responses that the company has played an essential
role in explaining the correct answers within the internal
environment of Calvin Klein. It is a crucial factor that plays as
a determiner as to which is the appropriate way forward. A look
at the responses based on factors such as psychological,
7. emotional, and cognitive responses that come from the
company, and the psychological reactions typically entail
physical fitness, movement, comfort, and pain (Floyd, Xu,
Atkins & Caldwell 2013). The emotional aspect usually entails
attitudes, moods, and feelings. The cognitive element involves
the symbolic meaning, categorization, and beliefs. The adoption
of the practices provides the correct way forward on the ethical
aspect that the company can follow.
A look at the implication of the theories based on the employees
and customers plays a crucial role in determining the
appropriate direction that Calvin Klein could follow. Based on
the situation, both the customer and employee would undergo
the same assessment criteria. The activity entails considering
the cognitive, emotional, and psychological responses that they
would give. The reactions would determine if the company is
applying the correct ethical theory in the decision-making
structure (Gerde & Michaelson 2019). Ideally, positive beliefs,
emotions, and comfort elaborate that both of them are
comfortable with the ethical structure that the company is
applying. It is a correct business structure that positively
focuses on the company's needs and the appropriate ways that
need to be embraced to determine the future direction of the
company.
4.5 Behavior
The assessment of employee behavior plays a crucial role in
determining the future direction that the company is going to
take. How they behave after the theory is in place determines
the future direction of Calvin Klein. Calvin Klein's positive
response towards the practice is determined by positive
behavior, which is highly influenced by the decision-making
process (Floyd, Xu, Atkins & Caldwell 2013). The use of the
right approach would lead to positive behavioral practices
among the employees that focus on the real interest of the
company. It is an essential practice that leads to the positive
8. development of thought and understanding that reflects on the
definite needs of the company.
5. Service failure
Many service providers may aim to provide excellent service to
customers in order to enhance customer satisfaction and develop
brand loyalty, however it is not an easy task due to the
complexity of service delivery process and different consumer
behaviour (Balaji, Roy, and Quazi. 2017). In the case of Calvin
Klein, according to the service blueprint, we can see that there
is service failure. If a sales representative is not well-trained
enough, they may not have enough product knowledge to give
recommendations to customers or to answer customers’
enquiries. Furthermore, there might be human error and
communication break down at times. After the sales
representative has checked the inventory system, the system
may show the stock is available, however they may take a long
time to locate the stock in the back room when someone else has
made changes to where the stock is, and did not communicate to
one another. This causes a long waiting time for customers to
receive the clothes to try on.
5.1 Recommendations
Successful service recovery is essential for firms to improve on
its service provided to customers and bring about good
outcomes, such as customer return to buy again and promoting
the brand to others. (Choi and La. 2013.) Hence we have two
recommendations for service recovery.
We recommend implementing the use of robotics to enhance
service flow and overall customer’s shopping experience. While
the customer is browsing for clothes, the robot can showcase
and give recommendations to the customer about the latest
product and outfit. It can also provide the suitable size
9. according to customer body shape. After which, the robot is
able to check inventory for the item and go to the back room to
get it for the customer to try on. The sales representative can
focus on sharing more information about the shop products to
customers, instead of spending time to locate the stock in the
back room. With the assistance of robots, it shortens the
customers’ waiting time and they can get to try more products
which may result in more items purchased. Since there are
human errors in handling payment, the robot may assist in
processing payment for customers at the counter. This
streamline the process and minimise human error and time
waiting which result in better service experience.
Beside implementing the use of robotics, we recommend
improvement in training for Calvin Klein’s sales representative.
Other than the current product training Calvin Klein conducts
for their employees, they should also look into enhancement in
service training to increase its script proficiency as scripts
consist of correct flow of service behaviors that should be
displayed in a given environment and setting. With appropriate
script at each specific stage of service counter, it optimises the
customer experience. (Nicod, Llosa, and Bowen. 2020.)
Whether it is full-time or part-time employees, they should
receive sufficient training to ensure high quality of services are
being delivered to customers.
Executive Summary (half a page)
References
1. Balaji, M. S., Sanjit Kumar Roy, and Ali Quazi. 2017.
"Customers’ Emotion Regulation Strategies in Service Failure
Encounters." European Journal of Marketing 51 (5): 960-982.
doi:http://dx.doi.org.libproxy.murdoch.edu.au/10.1108/EJM-03-
2015-0169.
http://libproxy.murdoch.edu.au/login?url=https://search-
10. proquest-
com.libproxy.murdoch.edu.au/docview/1903353963?accountid=
12629.
2. Bhatnagar, Amit, and Siddhartha S. Syam. 2014. "Allocating
A Hybrid Retailer's Assortment Across Retail Stores: Bricks-
And-Mortar Vs Online". Journal of Business Research 67 (6):
1293-1302. doi:10.1016/j.jbusres.2013.03.003.
3. Calvin Klein. (2020). Available at:
https://www.calvinklein.com/sg/about-us.html [Accessed 1 Mar.
2020].
4. Choi, Beomjoon and Suna La. 2013. "The Impact of
Corporate Social Responsibility (CSR) and Customer Trust on
the Restoration of Loyalty After Service Failure and Recovery."
The Journal of Services Marketing 27 (3): 223-233.
doi:http://dx.doi.org.libproxy.murdoch.edu.au/10.1108/0887604
1311330717.
http://libproxy.murdoch.edu.au/login?url=https://search-
proquest-
com.libproxy.murdoch.edu.au/docview/1355254209?accountid=
12629.
5. De Marco, Alberto, Anna C. Cagliano, Mauro L. Nervo, and
Carlo Rafele. 2012. "Using System Dynamics To Assess The
Impact Of RFID Technology On Retail Operations".
International Journal of Production Economics 135 (1): 333-
344. doi:10.1016/j.ijpe.2011.08.009.
6. Floyd, L. A., Xu, F., Atkins, R., & Caldwell, C. 2013. Ethical
outcomes and business ethics: Toward improving business
ethics education: JBE JBE. Journal of Business Ethics, 117(4),
753-776. doi:http://dx.doi.org/10.1007/s10551-013-1717-z.
7. Gerde, V. W., & Michaelson, C. 2019. Special issue: Global
11. perspectives on business ethics from the 40th anniversary
conference of the hoffman center for business ethics at bentley
university, 2016: JBE JBE. Journal of Business Ethics, 155(4),
913-916. doi:http://dx.doi.org/10.1007/s10551-018-3905-3.
8. Gonçalves, Rogério Sales, and João Carlos Mendes Carvalho.
2013. "Review And Latest Trends In Mobile Robots Used On
Power Transmission Lines". International Journal of Advanced
Robotic Systems 10 (12): 408. doi:10.5772/56791.
9. Hogreve, Jens, Anja Iseke, Klaus Derfuss, and Tönnjes Eller.
2017. “The Service-Profit Chain: A Meta-Analytic Test of a
Comprehensive Theoretical Framework.” Journal of Marketing
81 (3): 41–61. doi:10.1509/jm.15.0395.
10. Huang, Ming-Hui, and Roland T. Rust. 2017. "Technology-
Driven Service Strategy". Journal of The Academy of Marketing
Science 45 (6): 906-924. doi:10.1007/s11747-017-0545-6.
11. Jiang, Ying, and Cheng Lu Wang. 2006. "The Impact Of
Affect On Service Quality And Satisfaction: The Moderation Of
Service Contexts". Journal of Services Marketing 20 (4): 211-
218. doi:10.1108/08876040610674562.
12. Morrison, Leanne, Trevor Wilmshurst, and Sonia Shimeld.
2018. "Environmental Reporting through an Ethical Looking
Glass: JBE JBE." Journal of Business Ethics 150 (4): 903-918.
doi:http://dx.doi.org/10.1007/s10551-016-3136-4.
13. Nicod Lionel, Sylvie Llosa and David Bowen. 2020.
"Customer proactive training vs customer reactive training in
retail store settings: Effects on script proficiency, customer
satisfaction, and sales volume." Journal of Retailing and
Consumer Services 55.
doi:https://doi.org/10.1016/j.jretconser.2020.102069
13. Casinos are important travel attractions, but they are often
overshadowed by hardcore
gambling behaviors. Although gambling has been found as a key
tourism driver, it is
unclear how casinos, as hospitality service providers, are able to
fulfill other travel needs.
This article highlights an emerging but under studied
phenomenon in tourism and
hospitality research: casino tourism. Based on empirical data
collected in the world
gaming capital, Macau, the results reveal that tourists’ casino
excursions are primarily
motivated by five factors: entertainment and novelty seeking,
leisure activity, escape
from pressure, casino sightseeing, and socialization. The
findings suggest that although
gambling is part of the casino experience tourists seek,
mainland Chinese tourists are
looking for assorted travel and leisure experiences. These
experiences can further be
classified into two segments: entertainment-for-socialization
seekers and sightseeing-for-
relaxation seekers. Demographic differences in addition to two-
and three-way
22. Marketing/5th edition
X Effect of fragrances on people
Fragrance Aromathera
py
Aromatherapy
Class
Traditional
Use
Potential Psychological Impact
on People
Lavender Herbaceous Calming,
balancing,
soothing
Muscle
relaxant,
soothing
agent
???
Peppermint Minty Energizing,
stimulating
Skin
cleanser
???
32. • Provide good
shopping experience
• Major aisle that loops
around
• Point of sales located
at borders
Disadvantages
• May waste
consumers’ time
• Not suited for high
traffic stores
• May not browse at
will
Last updated Feb 2020
Page 1 of 24
This brief guide is primarily for students writing assignments at
Curtin University; not for those using the Chicago
33. 17th style for publishing. If you are publishing in the Chicago
17th style, please consult the Chicago Manual of Style:
The Chicago Manual of Style. 2017. 17th ed. Chicago, IL: The
University of Chicago Press.
Guide Contents:
Using this guide
About Chicago referencing
In-text citations explained
Quoting (less than 40 words)
Quoting (more than 40 words)
Paraphrasing
Multiple sources for the same
information
Multiple works by the same
author(s)
Multiple works by the same
author in the same year
Different authors, same
surname
Authors citing other authors
Author variations
No author
1 – 2 authors
3 authors
4 or more authors
Organisation as author
Reference components
34. Tables and figures (including
images) – see the separate
Chicago 17th B Referencing
Tables and Figures guide
Page
2
3
3
3
4
4
4
5
5
5
6
6
6
7
35. 7
7
8
9
Reference list examples
Journal and news articles
Journal article
Journal article – Advance
online publication
Journal article – Supplement
Newspaper or magazine
article
Books
Book
Chapter in an edited book
Conference paper or poster
Thesis
Book review
Websites and social media
Entire website
Webpage on a website
Webpage – no date
Blog post
Lecture
Facebook
Instagram
Twitter
37. report
Australian Bureau of Statistics
Press release
Brochure, fact sheet or
pamphlet
Legislation and standards
Act of Parliament
Case
Standard
Audiovisual media
Film or video
TV series episode
TV series
YouTube or other streaming
video
Podcast episode
Music
Other sources
Personal communication
Data set
Company information
Annual report
Dataset from a company
database
Company and industry reports
Page
18
18
39. department or school as some details such as
punctuation may vary from guidelines provided in this guide.
You may be penalised for not conforming to your
School’s requirements. All referencing queries should be
addressed to the appropriate lecturer or supervisor.
https://libguides.library.curtin.edu.au/ld.php?content_id=46956
996
https://libguides.library.curtin.edu.au/ld.php?content_id=46956
996
Page 2 of 24
Using this guide
This guide includes three sections which, when used together,
will address how to create in-text citations and
reference list entries in the Chicago 17th B referencing style.
Within the Chicago section of the library’s referencing guides
you will find additional information
(https://libguides.library.curtin.edu.au/referencing/chicago):
• Sample reference list
• Referencing for tables and figures
• Support materials: Providing links to the Chicago manual and
Chicago style blog.
40. In-text citations explained
Provides information and examples regarding quoting,
paraphrasing and other scenarios
primarily impacting your in-text citations.
Author variations
Provides information and examples crucial to the construction
of your in-text citations
and reference list. Not sure how to display different numbers of
authors, a corporate
author or no author at all? You’ll find the information here.
Reference list examples
Provides information and examples for constructing your
reference list entries.
https://libguides.library.curtin.edu.au/referencing/chicago
Page 3 of 24
About Chicago 17th B referencing
Referencing is a standardised method of acknowledging sources
of information and ideas that you have used in your
assignments or research, in a way that uniquely identifies the
source. It is not only necessary for avoiding plagiarism,
but also for supporting your ideas and arguments.
41. There are two parts to referencing:
• In-text citation
• Reference list entry
In-text citations explained
In-text citations are included throughout the course of your
writing, to acknowledge the sources of information you
have used to build and support your ideas. An in-text citation
provides information about the author, the year the
information was published, and sometimes location information
such as a page number.
An in-text citation can be presented in different ways:
Stark and Lannister (2019) – the author(s) names are part of the
sentence, appearing outside the brackets
(Stark and Lannister 2019) – all the referencing information
appears within brackets
The table below provides additional information and examples
of how to reference in-text when quoting and
paraphrasing in the Chicago 17thB author-date style.
Quoting (40 words or less)
42. Quoting is when you copy the exact words from another source
into your work.
• Short quotations should be run in (incorporated) within the
text
• Place quotation marks around the quote
• In-text citation includes author, year of publication and page
number
• Use paragraph number for sources where the page number is
not available
In-text citation
According to Palladino and Wade (2010, 147), “a flexible mind
is a healthy mind.”
In fact, “a flexible mind is a healthy mind” (Palladino and Wade
2010, 147).
Lee (2015, para. 1) states that, “double quotation marks are
used to enclose quoted material.”
“In the APA and Chicago referencing styles, double quotation
marks are used to enclose quoted material” (Lee
2015, para. 1).
Page 4 of 24
Quoting (40 words or more)
43. • Use a freestanding block of text which:
o Starts on a new line
o Is indented from the left margin
o Does not include quotation marks
• Your in-text citation will appear in brackets after the final
punctuation mark and will include the author,
year of publication, and page/paragraph number (note: there is
no punctuation mark after the in-text
citation)
In-text citation
In-text citations are important in academic writing, drawing the
parallel between the author’s work and the
sources which support it:
The function of any citation-signaller is to alert the reader to
some kind of association between the citing
text and the cited text. Citation-signallers may additionally, by
using page references or chapter numbers,
single out a particular part of the text as especially relevant.
(Langham 2005, 361)
Paraphrasing
Paraphrasing is when you present the ideas of others in your
own words.
44. • In-text citation includes author and year of publication
• Check with your lecturer to see whether you should also
include a page number (which is recommended
in the Chicago manual, but not required)
In-text citation
Palladino and Wade (2010) argue that mental well-being is
linked with flexible thinking.
It could be argued that mental flexibility is a key factor in well-
being (Palladino and Wade 2010).
Multiple sources for the same information
When including multiple sources to support a particular point in
your writing or demonstrate a consensus:
• Include all sources in the same set of brackets. You can
choose to order these names alphabetically by
author, chronologically by date of publication, or by
importance, whichever best supports your work
• Separate the citations with semi colons
• Include a reference list entry for each source
In-text citation
There is an established consensus that the current trend towards
a warming climate is directly linked to human
45. activity (Hegerl 1996; Levitus et al. 2017; NASA, n.d.;
Robinson, Hall, and Mote 2014; Santer et al. 2003).
Page 5 of 24
Multiple works by the same author(s) – published in different
years
• Order chronologically in the reference list
• For a publication with no date (n.d.) list this after the authors’
other publications with dates
In-text citation
(Bull 2008). OR Bull (2008) states...
Reference list
Bull, Melissa. 2008. Governing the Heroin Trade: From Treaties
to Treatment. Aldershot, UK: Ashgate.
http://CURTIN.eblib.com.au/patron/FullRecord.aspx?p=438571.
Bull, Melissa. 2010. Punishment and Sentencing: Risk,
Rehabilitation and Restitution. South Melbourne, VIC:
Oxford University Press.
http://CURTIN.eblib.com.au/patron/FullRecord.aspx?p=198599
6.
46. Multiple works by the same author(s) – published in the same
year
• Add a, b, c after the year to differentiate works by the same
author(s) published in the same year
• Order alphabetically by the title of the work in the reference
list
• For references that have no date (shown by n.d.), use the
following forms for the date in the in-text
citation and reference list: (n.d.-a), (n.d.-b) etc.
In-text citation
(Clarke and Fawcett 2014b). AND Clarke and Fawcett (2014a)
suggest that…
Reference list
Clarke, Pamela, and Jacqueline Fawcett. 2014a. “Life as a
Mentor.” Nursing Science Quarterly 27 (3): 213-215.
https://doi.org/10.1177/0894318414534492.
Clarke, Pamela, and Jaqueline Fawcett. 2014b. “Life as a Nurse
Researcher.” Nursing Science Quarterly 27 (1): 37-
41. https://doi.org/10.1177/0894318413509708.
Different authors with the same surname
If referring to two or more publications where the primary
47. (first) authors have the same surname, include the first
author’s initials in all in-text citations, even if the year of
publication differs.
In-text citation
(B. Johnson 2017). OR According to B. Johnson (2017)…
(M. Johnson, Sanchez, and Zheng 2016). OR M. Johnson,
Sanchez, and Zheng (2016) state…
Page 6 of 24
Authors citing other authors
Academic content such as books and journal articles will often
contain a lot of citations. When do you need to give
credit to the original author (primary source)? Cite the original
author when:
• They are quoted by your source (the secondary source)
• When a specific study is discussed in the secondary source and
you reproduce findings or arguments from
that study without accessing the primary source
• The in-text citation should include author details from the
primary source, as well as the author, year of
publication and page/paragraph number from the secondary
48. source
• Only the secondary source is included in the reference list
In-text citation
…"event in nature or in society” (Blaikie et al. 1994, as quoted
by Maldonado et al. 2013, 602).
Lazrus (2012, as quoted by Maldonado et al. 2013, 610) outlines
the exemptions for certain populations.
Reference list
Maldonado, Julie, Christine Shearer, Robin Bronen, Kristina
Peterson, and Heather Lazrus. 2013. “The Impact of
Climate Change on Tribal Communities in the US:
Displacement, Relocation, and Human Rights.” Climatic
Change 120 (3): 601-614. https://doi.org/10.1007/s10584-013-
0746-z.
Author variations (for in-text citations and reference list)
Author variations apply to all reference types
No author
Most published scholarly sources will have an author. If no
personal author is given, check to see if an
organisation/corporate body has acted as the author and that the
source is credible. Where there are no authors
follow the guidelines below:
49. • Use the title of the work in place of the author in the in-text
citation and in the reference list
• If the title is too long, shorten it in the in-text citation but
always include the first word of the title
• If the item is a smaller part of a publication (e.g. journal
article, book chapter), enclose the title in
quotation marks in both the in-text and reference list
• If the item is a book, brochure, website or report, italicise the
title both in the in-text and reference list
Note: Newspaper or magazine articles are exceptions to the
above guidelines. Refer to the Newspaper and
magazine article section of this guide
In-text citation
("A Profession In Charge" 2015). OR In the article "A
Profession In Charge" (2015) ...
Reference list
"A Profession In Charge of Its Future - A Vision for 2030."
2015. Veterinary Record 177 (20): 503-504.
https://doi.org/10.1136/vr.h6215.
Page 7 of 24
One – two authors
50. • List author(s) in every citation
• Include all authors in the reference list entry
In-text citation
(Burns 2015). OR Burns (2015) claimed that…
(Lane and Catling 2016). OR Lane and Catling (2016)
found that...
Reference list
Burns, Timothy. 2015. “Philosophy and Poetry: A New Look at
an Old Quarrel.” The American Political Science
Review 109 (2): 326-338.
https://doi.org/10.1017/S0003055415000076.
Lane, Rod, and Simon Catling. 2016. “Preservice Primary
Teachers’ Depth and Accuracy of Knowledge of Tropical
Cyclones.” Journal of Geography 115 (5): 198-211.
https://doi.org/10.1080/00221341.2016.1153133.
Three authors
• For in-text citations, include all author surnames
• Include all authors in the reference list entry
In-text citation
(Thomas, Russell, and Warren 2018). OR Thomas, Russell,
and Warren (2018) found that...
51. Reference list
Thomas, M’Balia, Alisa L. Russell, and Hannah V. Warren.
2018. “The Good, The Bad, and The Ugly of the Pedagogy
in Harry Potter: An Inquiry into the Personal Practical
Knowledge of Remus Lupin, Rubeus Hagrid, and
Serverus Snape.” The Clearing House: A Journal of Educational
Strategies, Issues and Ideas 91 (4-5): 186-
192. https://doi.org/10.1080/00098655.2018.1433152.
Four or more authors
• For in-text citations, include only the surname of the first
author followed by et al. (meaning and others)
• Include all authors in the reference list entry
In-text citation
(Crysel et al. 2015). OR Crysel et al. (2015) claimed
that...
Reference list
Crysel, Laura C., Corey L. Cook, Tatiana Schember, and
Gregory D. Webster. 2015. “Harry Potter and the Measures
of Personality: Extraverted Gryffindors, Agreeable Hufflepuffs,
Clever Ravenclaws, and Manipulative
Slytherins.” Personality and Individual Differences 83:174-179.
https://doi.org/10.1016/j.paid.2015.04.016.
52. Page 8 of 24
Organisation as author
• If required, organisation names can be abbreviated for the in-
text citation, however the name should be
written out in full the first time it is mentioned in text to avoid
ambiguity
• If you have used the abbreviated name in the in-text citation,
list the abbreviated name first followed by
the organisation’s full name in brackets in the reference list e.g.
WHO (World Health Organization)
• Where multiple departments are listed, use the organisation
most responsible for the information as the
author. In government documents particularly, the hierarchy is
often displayed.
o For example: Royal Perth Hospital, Department of Health,
Government of Western Australia. The
smallest department is usually primarily responsible for the
content (in this case, Royal Perth
Hospital)
In-text citation
(Australian Red Cross 2017). OR The Australian
53. Red Cross (2017) argues…
In-text citation: Optional organisation name abbreviation
First citation:
(World Health Organization [WHO] 2018). OR
According to the World Health Organization (WHO 2018)….
Subsequent citations:
(WHO 2018). OR WHO (2018) reports…
Reference list
Australian Red Cross. 2017. Climate-Ready Communities: A
Guide to Getting Started. Carlton, VIC: Australian Red
Cross. https://www.redcross.org.au/getmedia/b5b004b5-e572-
4d9d-a1a1-c8fb5d1be5e3/climate-ready-
communities-a-guide-to-getting-started.pdf.aspx.
WHO (World Health Organization). 2018. Global Status Report
on Road Safety 2018. Geneva: World Health
Organisation.
https://www.who.int/violence_injury_prevention/road_safety_st
atus/2018/en/.
54. Page 9 of 24
Reference components
A reference consists of a number of components that allow the
identification of the original source. These
components must be presented with specific formatting.
Examples for a couple of reference types are provided
below. Find components for additional reference types in the
table of reference list examples.
Journal article:
Chapter in an edited ebook
Lee, Christina. 2012. “Have Magic Will Travel: Tourism and
Harry Potter’s United (Magical) Kingdom.” Tourist
Studies 12 (1): 52-69.
https://doi.org/10.1177/1468797612438438.
55. Author
The first author’s surname is listed first, followed by their
first name. The Author variations section of this guide
will show you how to present different numbers of
authors
Volume Issue Number (displayed in
brackets): Page range
DOI (Digital Object Identifier)
A stable URL which acts as an online address.
Not all online sources will have a DOI. If one
hasn’t been assigned, substitute the URL.
Year
The year of publication
Article title
Display enclosed in quotation marks and in
headline style capitalisation – capitalise all
significant words
Journal Title
Italicise the title and use
headline style capitalisation
Applebaum, Peter. 2008. “The Great Snape Debate.” In Critical
Perspectives on Harry Potter, 2nd ed., edited by
Elizabeth E. Heilman, 83-100.
https://doi.org/10.4324/9780203892817.
56. Chapter author
The chapter author is responsible for the
content within a chapter. Their surname(s)
appear in the in-text citations
Editor
The editor is responsible for bringing together content written
by
authors to form a book. Their first name(s) are provided first,
followed by a surname
Year
The year of publication
Chapter title
Display enclosed in
quotation marks using
headline-style capitalisation
Book title
Appears italicised and in headline-
style capitalisation
Chapter page range Edition statement (not provided for a first
edition)
Page 10 of 24
57. Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Reference list examples
Your reference list includes all of the books, journal articles,
reports etc. that you have cited in the text of your work. When
using the Chicago 17thB style:
• Include the reference list at the end of your work on a new
page
• Label the page References with this title appearing centred, at
the top of the page (it should not be bolded, underlined, or have
quotation marks around it)
• Arrange the list alphabetically by the first author’s surname or
organisation name. Where there is no author, use the first word
of the title (other than A, An, or The)
• All titles appear in headline style capitalisation (where all
significant words are capitalised)
• See an example of a Chicago 17thB reference list in the
Chicago Author-Date Referencing Guide: Sample Reference
List
Journal and
news articles
In-text example Reference list example
Journal article Components:
(Author Year)
58. Example
(Burns 2015).
If quoting:
(Burns 2015, 326).
Components:
Author Surname, First Name(s). Year. “Article Title.” Journal
Title Volume Number (Issue Number): Page Range.
https://doi.org... or URL.
Example:
Burns, Timothy. 2015. “Philosophy and Poetry: A New Look at
an Old Quarrel.” The American Political Science Review 109
(2):
326-338. https://doi.org/10.1017/S0003055415000076.
Extra tips:
• The DOI is given preference over a URL due to its stable
nature. If there is no DOI, include the item’s URL
• For print journal articles omit the DOI or URL
59. • For journal articles without an issue number, list the page
number after the volume number separated by a colon e.g.
25:56-59.
• Where only the volume and a month or season is available,
include this in place of the issue number e.g. 25 (May): 56-59.
https://libguides.library.curtin.edu.au/ld.php?content_id=40841
212
Page 11 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Journal article –
Advanced online
publication
Components:
(Author Year)
Example:
(Napoli, Dickinson-
Delaporte, and
Beverland 2016)
If quoting:
(Napoli, Dickinson-
Delaporte, and
60. Beverland 2016, 122)
Components:
Author Surname, First Name(s). Year. “Article Title.” Journal
Title (forthcoming). https://doi.org... or URL.
Example:
Napoli, Julie, Sonia Dickinson-Delaporte, and Michael B.
Beverland. 2016. “The Brand Authenticity Continuum: Strategic
Approaches for Building Value.” Journal of Marketing
Management (forthcoming).
https://doi.org/10.1080/0267257X.2016.1145722.
Extra tips:
• Advance online publications are articles that have been
accepted for publication but are published online first ahead of
print. They will not have a volume or issue number
• If the article has an electronic page range, put this after the
term ‘forthcoming’ e.g. (forthcoming): 1-10
Journal article –
published in a
supplement
Components:
(Author Year)
61. Example:
(Lock 2005)
If quoting:
(Lock 2005, S50 )
Components:
Author Surname, First Name(s). Year. “Article Title.” Journal
Title Volume Number (Suppl. #): Spage range. https://doi.org...
or
URL.
Example:
Lock, Margaret. 2005. “Eclipse of the Gene and the Return of
Divination.” Current Anthropology 46 (Suppl. 5): S47–S70.
https://www.jstor.org/stable/10.1086/432452.
Extra tips:
• Replace issue number with supplement letter or number e.g.
Suppl. A or Suppl. 5
• For print journal articles, use the reference components above
omitting the DOI or URL
Page 12 of 24
62. Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Newspaper or
magazine article
Components:
(Author Year)
Example:
(Haberman and
Baker 2017)
(Weekend Edition
Saturday
2015)
If quoting:
(Weekend Edition
Saturday 2015, 23)
When quoting, if the
article has no page
number, cite the
paragraph number
Components:
Author Surname, First Name(s). Year. “Title of Article.”
Newspaper/Magazine Title, Month Day, Year. URL.
Example:
Haberman, Maggie, and Peter Baker. 2017. “In Call with Times
Reporter, Trump Projects Air of Calm Over Charges.” New
York
63. Times, November 1, 2017.
https://www.nytimes.com/2017/11/01/us/politics/trump- russia-
charges.html.
Example: No author
Weekend Edition Saturday. 2015. “Fairytales Exist: Migrants
Get a Football Team of Their Own.” May 9, 2015.
https://search.proquest.com.docview?1679726805?accountid=10
382.
Extra tips:
• If the article has no author, use the title of the newspaper or
magazine in place of the author for the in- text citation. The
name of the newspaper and/or magazine is italicised
• For print articles, include the page number after the month day
and year (e.g. May 9, 2015, 5)
• In the reference list, repeat the year of publication with the
month, day and year
Books In-text example Reference list example
Book Components
(Author Year)
Examples:
(Fleer 2015)
(Doyle, McEachern,
and MacGregor
2015)
64. If quoting:
(Fleer 2015, 5)
Components:
Author Surname, First Name(s). Year. Book Title. # ed. Place of
Publication: Publisher. https://doi.org... or URL.
Examples:
Doyle, Timothy, Doug McEachern, and Sherilyn MacGregor.
2015. Environment and Politics. 4th ed. Milton Park, NSW:
Routledge.
http://ebookcentral.proquest.com/lib/curtin/detail.action?docID
=2194948.
Fleer, Marilyn. 2015. Science for Children. Cambridge:
Cambridge University Press.
Extra tips:
• An edition number is placed after the title of the work – this is
not necessary for the first edition
• If the author(s) first name is not provided, use initials
Page 13 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Chapter in an
edited book
65. Components
(Author Year)
Examples:
(Renner, Brew, and
Proctor 2013)
(Juvonen and
Graham 2004)
If quoting:
(Renner, Brew, and
Proctor 2013, 177)
(Juvonen and
Graham 2004, 231)
Components
Chapter Author Surname, First Name(s). Year. “Title of
Chapter.” In Title of Book, # ed., edited by Editor(s) First
Name(s) Last
Name, Chapter Page Range. Place of Publication: Publisher.
https://doi.org... or URL.
Examples:
Renner, Adam, Bridget Brew, and Crystal Proctor. 2013.
“Plotting Inequality, Building Resistance.” In Rethinking
Mathematics:
Teaching Social Justice by the Numbers, 2nd ed., edited by Eric
Gutstein and Bob Peterson, 175-180. Milwaukee, WI:
Rethinking Schools.
66. Juvonen, Jaana, and Sandra Graham. 2004. “Research Based
Interventions on Bullying.” In Bullying: Implications for the
Classroom, edited by Cheryl E. Sanders and Gary D. Phye, 229-
255. Amsterdam: Elsevier Academic Press.
https://ebookcentral.proquest.com/lib/curtin/detail.action?docID
=226831.
Extra tips:
• For online books, the DOI is given preference over a URL due
to its stable nature. If one has been assigned, include it in
your reference. If you cannot locate a DOI, include the item’s
URL
• For books with an edition, place the edition number after the
title of the book – this is not necessary for first editions
• Use this format for authored articles in Dictionaries and
Encyclopaedias
Conference
paper or poster
Components:
(Author Year)
Example:
(Loughnane 2014)
If quoting
(Loughnane 2014, 5)
67. Components:
Author Surname, First Name(s). Year. “Title of Paper.” Paper
presented at the Name of Conference, City, State/Country,
Month
Day(s), Year. https://doi.org... or URL.
Example:
Loughnane, Lawrence. 2014. “Innovation and Strategy: Linking
Management Practices to Achieve Superior Performance.”
Paper presented at the European Conference on Innovation and
Entrepreneurship, Belfast, Ireland, September 18-19,
2014.
https://search.proquest.com.dbgw.lis.curtin.edu.au/docview/167
4838588?accountid=10382.
Extra tips:
• If publication details such as dates or location are not
provided, you can easily discover this information by searching
for
the Conference Name on Google
• A Conference paper included in published proceedings is
treated like a chapter from a book. If the paper is published in a
journal, it is treated as a journal article
Page 14 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
68. Thesis Components:
(Author Year)
Example:
(Ling 2015)
If quoting:
(Ling 2015, 88)
Components:
Author Surname, First Name(s). Year. “Title of Thesis.” PhD
diss., or Master’s thesis, University Name. https://doi.org... or
URL.
Examples:
Gao, Wenran. 2018. “Fuel Properties and Thermal Processing of
Bio-oil and Its Derived Full Mixtures.” PhD diss., Curtin
University.
https://espace.curtin.edu.au/handle/20.500.11937/75545.
Ling, Justin. 2015. “Lords and Ladies of the Modern Age.”
Master’s thesis, Mills College.
https://search.proquest.com/dbgw.lis.curtin.edu.au/docview/167
6462563?accountid-10382.
69. Extra tips:
• Following the title of the thesis, indicate the level of the thesis
using either
o PhD diss. for a thesis submitted for PhD
o Master’s thesis
Book review Components:
(Author Year)
Examples:
(Gerry 2015)
If quoting:
(Gerry 2015, 364)
Components:
Reviewer Surname, First Name(s). Year. Review of Book Title,
by Author’s First Name(s) Surname (of the book). Journal Title
Volume Number (Issue Number): Page Range. https://doi.org...
or URL.
Examples:
Gerry, Michelle. 2015. Review of More Library Mashups:
Exploring New Ways to Deliver Library Data, edited by Nicole
C.
Engard. Technical Services Quarterly 32 (3): 364-366.
https://doi.org/10.1080/07317131.2015.1032111.
Robbins, Mark. 2011. Review of The American Bird
70. Conservancy Guide to Bird Conservation by Daniel J. Lebbin,
Michael J. Parr
and George H. Fenwick. The Quarterly Review of Biology 86
(4): 343-344. https://doi.org/10.1086/662504.
Extra tips:
• Name of book author or editor of the item being reviewed
should be displayed as First Name Surname
• Use editor name in place of author’s name for an edited book
Page 15 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Websites and
social media
In-text example Reference list example
Entire website Components:
(Owning
Organisation Year)
Example:
(Government of
Western
Australia, n.d.)
71. Components:
Owning Organisation. Year. Title of Website. URL.
Example:
Government of Western Australia. n.d. Perth Zoo. Accessed
March 20, 2017. http://perthzoo.wa.gov.au.
Extra tips:
• If citing from a particular page on the website, use the
Webpage reference type
• If citing a website with no date, give an access date before the
URL and use n.d. (meaning no date) in place of the year
Webpage Components:
(Author Year)
Example:
(Department of
Education 2019)
If quoting:
(Department of
Education 2019,
para. 3)
Components:
Author Surname, First Name(s) or Organisation Name. Year.
“Title of Webpage.” Owning Organisation. URL.
Example:
Department of Education. 2019. “Higher Education Statistics.”
Australian Government. https://www.education.gov.au/higher-
education-statistics.
72. Extra tips:
• Use when referring to a specific page on a website (not the
entire website)
• If you have used the abbreviated name in the in-text citation,
list the abbreviated name first followed by the
organisation’s full name in brackets in the reference list e.g.
WHO (World Health Organization)
Webpage – no
date
Components:
(Author Year)
Example:
(DevelopmentWA,
n.d.)
Components:
Author Surname, First Name(s) or Organisation Name. n.d.
“Title of Webpage.” Owning Organisation. Accessed Month
Day,
Year. URL.
Example:
Development WA. n.d. “Elizabeth Quay.” Government of
Western Australia. Accessed March 8, 2016.
http://www.mra.wa.gov.au/projects-and-places/elizabeth-quay.
Extra tips:
73. • In the reference list, always provide an access date for
webpages with no date
Page 16 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Blog post Components:
(Author Year)
Example:
(Huberman 2016)
If quoting:
(Huberman 2016,
para. 1)
When quoting, if the
source has no page
numbers, use a
paragraph number.
Components:
Author Surname, First Name(s). “Title of Blog Post.” Title of
Blog, Month Day, Year. URL.
Example:
Huberman, Ben. 2016. “Live from Paris: David Lebovitz on
Food, France, and Writing.” Discover (blog), March 3, 2016.
74. https://discover.wordpress.com/2016/03/03/david-lebovitz-food-
france-writing/.
Extra tips:
• Add the word (blog) if the title of the blog does not contain
the word ‘Blog’
• If the author’s name is not available, provide the username
• Comments are not included in the reference list, but should be
cited within the text itself e.g.:
A comment on the Library closing message (2015) from the
Curtin Library Blog on May 2, 2015 suggested that…
Lecture Components:
(Author Year)
Example:
(Richardson 2015)
If quoting:
(Richardson 2015,
slide 9)
(Leaver 2012, 1:30)
When quoting,
include the slide
number for
PowerPoint lectures
and a timestamp for
recorded lectures
Components:
75. Author Surname, First Name(s). Year. “Title of Lecture.”
Format. URL.
Example:
Leaver, Tama. 2012. “Social Media Rivers.” iLecture.
http://echo.ilecture.curtin.edu.au:8080/ess/echo/presentation/89
3b5284-ecad-4ad4-8af7-0ad2a1e19e24.
Richardson, Christine. 2015. “RDA Management.” PowerPoint
slides. https://lms.curtin.edu.au/bbcswebdav/pid3704556-dt-
content-rid-21756633_1/xid-21756633_1.
Extra tips:
• Include the format of the lecture notes after the title of the
lecture
Page 17 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Facebook Components:
(Author Year)
Example:
(Obama 2018)
Components:
76. Author Surname, First Name(s) (Screen Name). Year. “First
sentence of the post.” Facebook, Month Day, Year. URL.
Example:
Obama, Barack (@barackobama). 2018. “During my presidency,
I started a tradition of sharing my reading lists and play lists.”
Facebook, January 1, 2018.
https://www.facebook.com/barackobama/posts/10155532677446
749.
Extra tips:
• Follow the style of capitalisation used in the post, rather than
the headline-style capitalisation required for titles in other
reference types
Instagram Components:
(Author Year)
Example:
(Souza 2018)
Components:
Author Surname, First Name(s) (Screen Name). Year. “First
sentence of the post.” Instagram photo, Month Day, Year. URL.
Example:
Curtin University Library. 2019. “Happy Halloween.” Instagram
photo, October 31, 2019.
77. https://www.instagram.com/p/B4RCOF-D2TD/2019.
Souza, Pete (@petesouza). 2018. “A loving touch.” Instagram
photo, February 8, 2018.
https://www.instagram.com/p/Be8MsHcl8DP/.
Extra tips:
• Follow the style of capitalisation used in the post, rather than
the headline-style capitalisation required for titles in other
reference types
Twitter Components:
(Author Year)
Example:
(Jackman 2015)
Components:
Author Surname, First Name(s) (Screen Name). Year. “Text of
the Tweet.” Twitter, Month Day, Year, Time, URL.
Example:
Jackman, Hugh (@RealHughJackman). 2015. “At the
dentist…This is BEFORE I found out I was having a tooth
pulled photo.”
Twitter, November 12, 2015, 5:42 a.m.
https://twitter.com/RealHughJackman/status/6648004269618708
49.
Extra tips:
78. • Follow the style of capitalisation used in the post, rather than
the headline-style capitalisation required for titles in other
reference types
Page 18 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Reports and
grey literature
In-text example Reference list entry
Government or
organisation
report
Components:
(Author Year)
Examples:
(AIHW 2015)
(Nowell et al. 2016)
If quoting:
(AIHW 2015, 40)
(Nowell et al. 2016,
16)
Components:
79. Author Surname, First Name(s) or Government Department
Name or Organisation Name. Year. Title of Report. Report
Number. Place of Publication: Publisher. URL.
Examples:
AIHW (Australian Institute of Health and Welfare). 2015.
Emergency Department Care 2014-15: Australian Hospital
Statistics. Cat. No. HSE 168. Canberra: AIHW.
https://www.aihw.gov.au/getmedia/0fd096e0-b481-4f92-
98d72f9c8719/19527_1.pdf.aspx?inline=true.
Nowell, Kirstin, Juan Li, Mikhail Paltsyn, and Rishi Kumar
Sharma. 2016. An Ounce of Prevention: Snow Leopard Crime
Revisited. Cambridge, UK: Traffic.
https://portals.iucn.org/library/sites/library/files/documents/Traf
-145.pdf.
Extra tips:
• Reports are treated like books.
• If there is no place of publication, publisher or report number
for a report, leave it out of your reference
Australian
Bureau of
Statistics
Components:
(Author Year)
Example:
(ABS 2014)
80. If quoting:
(ABS 2014, para. 9)
When quoting, if the
source has no page
numbers, use a
paragraph number.
Components:
Australian Bureau of Statistics. Year. Title of Report. Report
Number. Place of Publication: Publisher. URL.
Example:
ABS (Australian Bureau of Statistics). 2014. Australian Labour
Market Statistics, July 2014. Cat. No. 6105.0. Canberra, ACT:
ABS.
https://www.abs.gov.au/ausstats/[email protected]/mf/6105.0.
Extra tips:
• If an abbreviation is used in the in-text, list the abbreviation
first, followed by the full name in brackets for the reference
list
• If the report or catalogue number is not provided, leave it out
of the reference
Page 19 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
81. Press release Components:
(Author Year)
Example:
(Birmingham 2017)
If quoting:
(Birmingham 2017,
para 2)
Components:
Author Surname, First Name(s). Year. "Title of Release."
Release type, Month Day, Year of release. URL.
Example:
Birmingham, Simon. 2017. "Tens of Thousands of Preschoolers
to Learn a Language in 2017." Media release, January 9, 2017.
https://ministers.education.gov.au/birmingham/tens-thousands-
preschoolers-learn-language-2017.
Extra tips:
• Most common releases include ‘Media Release’ or ‘Press
Release’
Brochure, fact
sheet or
pamphlet
Components:
(Author Year)
Example
(Department of
Health 2015)
82. If quoting:
(Department of
Health 2015, para. 2)
Components:
Author Surname, First Name(s) or Organisation Name. Year.
Title. Place of Publication: Publisher. URL.
Example:
Department of Health. 2015. The Flu and You. Australian
Government.
https://www.health.gov.au/internet/main/publishing.nsf/Content/
1C33C010A07D32D8CA257E35007F692B/$File/flu-
brochure.pdf.
Extra tips:
• For print material, omit the URL
Legislation and
Standards
In-text example Reference list example
Act of
Parliament
Components:
Title of Act Year
(Jurisdiction)
Example:
83. Section 40 of the
Copyright Act 1968
(Cth) states that “fair
dealing with a
literary, dramatic…”
The Chicago 17thB Manual does not cover Australian legal
materials. The guidelines below are based on the Australian
Guide
to Legal Citation.
Components:
Short Title of Act Year (Jurisdiction) Section # and subdivision
(if relevant). URL.
Example:
Copyright Act 1968 (Cth) S. 40.
https://www.austlii.edu.au/au/legis/cth/consol_act/ca1968133/.
Extra tips:
• For in-text citations and reference lists, italicize the Act title
and year and abbreviate the jurisdiction
• If quoting, include the section/paragraph/part number as
applicable
• Reference list -separate from the main body of the list under
the subheading: Legislation
https://libguides.library.curtin.edu.au/referencing/aglc
https://libguides.library.curtin.edu.au/referencing/aglc
http://www.austlii.edu.au/au/legis/cth/consol_act/ca1968133/
Page 20 of 24
Check the author variations section (pp. 6 -8) for information on
84. presenting the author component of your reference
Case Components:
Case Name (Year)
Example:
In Shea v News Ltd.
(2015) the court
ruled that…
If quoting:
(Shea v News Ltd.
2015, 2)
The Chicago 17thB manual does not cover Australian legal
materials. The guidelines below are based on the Australian
Guide
to Legal Citation
Components:
Case Name (Year). Volume Number Law Report Series Starting
Page or Pinpoint. URL.
Example:
Shea v News Ltd. (2015). WASC 1.
http://www.austlii.edu.au/cgi-
bin/sign.cgi/au/cases/wa/WASC/2015/1.
Extra tips:
• Cases are only included in the Reference List if considered
essential to your argument
• If you decide to include a case in your reference list, set it
apart from the main body of the reference list under the
subheading: Legal Authorities
• If the case is obtained from an electronic database, add a URL
85. as for electronic journal articles
Standard Components: Components:
Standard Issuer Name. Year. Title of Standard. Standard
Number. Publisher. URL.
Example:
Standards Australia. 2009. Wire-Rope Slings: Product
Specification. AS 1666.1-2009. SAI Global.
https://www.saiglobal.com.
Extra tips:
• If the standard is in book form, reference it as you would
reference a book
Audiovisual
media
In-text example Reference list example
Film or video Components:
(Creator Year)
Example:
(Gameau and Batzias
2014)
If quoting:
(Gameau and Batzias
2014, 01:11:4)
Components:
86. Creator’s Surname, First Name(s). Year. Title of Work. Format.
Contribution by First Name(s) Surname of Contributor. Place of
Publication: Publisher.
Example:
Gameau, Damon, and Nick Batzias. 2014. That Sugar Film.
DVD. Directed by Damon Gameau. Australia: Madmen
Entertainment.
Extra tips:
• In-text citation: If quoting, include a timestamp in the format
HH:MM:SS
https://libguides.library.curtin.edu.au/referencing/aglc
https://libguides.library.curtin.edu.au/referencing/aglc
Page 21 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
TV series
episode
Components:
(Creator Year)
Example:
(Bender 2016)
If quoting:
(Bender 2016,
87. 01:13:10)
Components:
Creator’s Surname, First Name(s). Year. “Title of Episode.”
Season #, episode #. Title of Series. Format. Place of
Publication:
Publisher.
Example:
Bender, Jack. 2016. “The Door.” Season 6, episode 5. Game of
Thrones. Television program. New York: HBO.
Extra tips:
• Use the same components for a radio program
• Omit season and episode number if unavailable
• If quoting, include a timestamp in the format HH:MM:SS
TV series Components:
(Creator Year)
Example:
(da Mosto 2008)
If quoting:
(da Mosto 2008,
02:35)
Components:
Creator’s Surname, First Name(s). Year. Title of Series. Format.
Main Contributor’s First Name(s) Surname. Place of
Publication: Publisher.
88. Example:
da Mosto, Francesco. 2008. Francesco’s Mediterranean Voyage.
Television series. Directed by Andrea Carnevali and Nicola
Searle. London: BBC.
Extra tips:
• Use the same components for a radio series
• Replace director with producer or writer as applicable
YouTube or
streaming video
Components
(Author Year)
Example:
(OfficialPsy 2012)
If quoting:
(OfficialPsy 2012,
03:27)
Components:
Author Surname, First Name(s). Year. Title of Video. Format,
Running length time. URL.
Example:
OfficialPsy. 2012. Gangnam Style. YouTube video, 04:12.
https://www.youtube.com/watch?v=9bZkp7q19f0.
Extra tips:
• The person or group who posted the video is credited as the
89. author for retrievability
• If the real name of the person who posted the video is
unknown, include only the username
• If quoting, include a timestamp in the format HH:MM:SS
Page 22 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Podcast episode Components:
(Author Year)
Example:
(Malcom 2018)
If quoting:
(Malcom 2018,
30:55)
Components:
Author Surname, First Name(s). Year. “Title of Podcast
Episode.” Episode #. Title of Podcast Series. Format. Name of
Website.
Place of Publication: Publisher. URL.
Example:
Malcolm, Lynne. 2018. "Tripping for Depression." All in the
Mind. Audio podcast. ABC Radio National. Sydney: ABC.
90. https://www.abc.net.au/radionational/programs/allinthemind/trip
ping-for-depression/10223006.
Extra tips:
• The author can be a producer, writer, speaker or presenter
• If the podcast episode number is not provided, omit it from the
reference list
• If quoting, include a timestamp in the format HH:MM:SS
Music Components:
(Creator Year)
Example:
(The Wombats 2017)
Components:
Creator Surname, First Name(s), Role. Year. “Title of Track.”
Track # on Title of Record. Format. Publisher.
Example:
The Wombats, band. 2017. Beautiful People Will Ruin Your
Life. MP3 Audio. Warner Music Australia.
Rihanna, vocalist. 2007. "Umbrella." Track 1 on Good Girl
Gone Back. MP3 audio. Island Def Jam.
Extra tips:
• Only the title of the album is italicised. Quotation marks are
used for the individual title tracks
• The role of the creator can be a vocalist, composer, conductor,
director, performer or other person responsible for the
content
• Reference components should be adapted to suit the
requirements of your referencing: track versus album as shown
91. above
Other sources In-text example Reference list example
Personal
communication
Example:
There was no basis
for the copyright
claim (J. Smith,
personal
communication,
February 9, 2016)
Personal communications are not included in the reference list
Extra tips:
• Include the words ‘personal communication’ within your in-
text citation
• Initials can be used for first names
• Personal communication can include emails, conversations,
letters or text message or messages shared via social media
Page 23 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
92. Unpublished
interview
Example:
(Mary Jones,
unpublished
interview, May 7,
2017)
(Interview with
health-care worker,
July 31, 2017)
Unpublished interviews are not included in the reference list
Extra tips:
• Include the term “interview” within your in-text citation
• Each person cited must be fully identified in the text
• An interview with a person who prefers to remain anonymous
may be cited in whatever form is appropriate in context.
The absence of a name should be explained (e.g. All interviews
were conducted in confidence, and the names of
interviewees are withheld by mutual agreement)
Dataset Components:
(Investigator Year)
Example:
(Irino and Tada
2009)
Components:
Investigator’s Surname, First Name(s). Year. Title of Dataset.
Dataset. Publisher. https://doi.org... or URL.
93. Example:
Irino, Tomohisa, and Ryuji Tada. 2009. Chemical and Mineral
Compositions of Sediments from ODP Site 127-797. Dataset.
Geological Institute, University of Tokyo.
https://doi.org/10.1594/PANGAEA.726855.
Extra tips:
• Year refers to the year of publication of the dataset; not the
year of publication of the paper which contains the dataset
• The DOI is given preference over a URL due to its stable
nature. If one has been assigned, include it in your reference. If
you cannot locate a DOI, include the item’s URL
Company
information
In-text example Reference list example
Annual report Components:
(Author Year)
Example:
(Qantas 2015)
If quoting:
(Qantas 2015, 23)
Components:
Organisation Name. Year. Title of Report. Place of Publication:
Publisher. URL.
94. Example:
Qantas. 2015. A Strong, Sustainable Future: Qantas Annual
Report 2015. Sydney: Qantas.
https://www.qantas.com.au/infodetail/about/investors/2015Annu
alReport.pdf.
Extra tips:
• If author name is provided, use this in place of the
organisation name
• Where the place of publication or publisher is unavailable,
omit these elements from your reference
Page 24 of 24
Check the author variations section (pp. 6 -8) for information on
presenting the author component of your reference
Dataset created
using a company
database
Components:
(Database Name
Year)
Example:
(Morningstar
Datanalysis Premium
2014)
Components:
Database Name. Year. Title of Dataset. Dataset. Accessed
95. Month Day, Year. URL of database.
Example:
Morningstar Datanalysis Premium. 2014. GICS Industry Metals
& Mining: Financial Data. Dataset. Accessed October 9, 2014.
https://datanalysis.morningstar.com.au.dbgw.lis.curtin.edu.au.
Extra tips:
• Use the name of the database used to create the dataset as the
author
Company and
industry reports
sourced from a
company
database
Components:
(Author Year)
Example:
(Anning 2015)
(IBISWorld 2016)
Components:
Author Surname, First Name(s) or Organisation Name. Year.
“Title of Report.” Report Series Title. URL.
Examples:
Anning, Jem. 2015. “Art Galleries and Museums in Australia.”
IBISWorld Industry Report.
https://clients1.ibisworld.com.au.dbgw.lis.curtin.edu.au/reports/
96. au/industry/default.aspx?entid=644.
IBISWorld. 2016. “Sigma Pharmaceuticals Limited.” IBISWorld
Company Report.
https://clients1.ibisworld.com.au.dbgw.lis.curtin.edu.au/reports/
au/enterprisepremium/default.aspx?entid =9965.
Company and
industry profile
from a company
database
Components: Components:
Author’s Surname, First Name(s). Year. “Title of Profile.”
Profile Series Title. URL.
Examples:
Euromonitor International. 2020. “Ferraro & Related Parties in
Packaged Food (World).” Passport. https://www-warc-
com.dbgw.lis.curtin.edu.au/content/article/euromonitor/ferrero-
and-related-parties-food/90830.
Extra tips:
• Use the name of the company which created the profile as the
author if author information is not provided
Using this guideAbout Chicago 17th B referencingIn-text
citations explainedAuthor variations (for in-text citations and
reference list)Reference componentsReference list examples
BUS225 Group Assignment
97. · 2250-2500 words
· Refer to textbook Pg. 152-153
Service Blueprint (5%)
When a customer arrives at the Calvin Klein retail store, the
sales representative will greet the customer. The customer will
then browse clothes of his choice and ask the sales
representative for recommendations. After the customer has
chosen the clothes to try, the sales representative would check
the inventory on the system and see if the size of the clothes is
available. The sales representative will then go to the back room
to find the clothes of the customer's choice and pass them to the
customer to try.
After the customer has received the clothes, he will try on to see
if it is suitable. Customer decided to purchase the clothes and
proceed to the counter to make payment. The sales
representative uses the POS system to process payment for the
customer.
Executive Summary (half a page)
Intro - Brief Summary
Calvin Klein one amongst the leading fashion style and
marketing studios within the world. It styles and markets
women’s and men’s designer assortment attire and a variety of
different products that area unit factory-made and marketed
through an intensive network of licensing agreements and
different arrangements worldwide.
Target Market
Calvin Klein targets male and female, and the millenials. The
98. demographics of the people that would be receiving these
messages from the “My Calvins” campaign would be men and
women between the ages of 15-30, not married and have a
median income.
1. Perception towards robotics service
· Millenials believe that the next generation of robots are not
going to replace people, but instead help to improve the
effectiveness and service of industries. In today’s world, to
suggest that automation will eliminate the need for human
workers is proving to be as ridiculous as suggesting that tablets
will replace laptops.
2. How important is the service to them?
· In the industrial world, robot design is pivoting from giant
mechanical arms that take up factory floors, to smaller, more
collaborative bots, that are designed to work alongside people.
While these collaborative bots only make up 3% of the market
today, they will make up 34% of the market by 2025.
3 models to be used - Need journal
· Service profit chain
· The Russell Model of Affect
· Servicescape model
1. Role of robotics - Journal only
Robotics is somewhat important to the millennials because it
helps get work done faster and quicker. Robotics technology
influences every aspect of work and home. Robotics has the
potential to positively transform lives and work practices, raise
efficiency and safety levels and provide enhanced levels of
99. service. Even more, robotics is set to become the driving
technology underpinning a whole new generation of autonomous
devices and cognitive artefacts that, through their learning
capabilities, interact seamlessly with the world around them,
and hence, provide the missing link between the digital and
physical world. ("Why Is Robotics Important? – ONE Only
Natural Energy" 2020)
"Why Is Robotics Important? – ONE Only Natural Energy".
2020. Onlynaturalenergy.Com.
https://www.onlynaturalenergy.com/why-is-robotics-important/.
2. Its impact
3. Ethical implication
**Only write those concepts & theory that is applicable
Role & Impact
1. Values
2. Satisfaction
3. Brand loyalty
4. Moderate & zone of tolerance
5. Responsiveness
6. Tangibility
Ethical implication
100. 7. Justice
→ Procedural
→ Distributive
8. Fairness
· Deontology
Analyse service blueprint
→ Identify service failure
→ Recommendation:
Lecturer’s comments:
Recommendation 1: Use of robotics (for the service failure
identified)
Recommendation 2: Either training OR increase manpower
We recommend implementing the use of robotics to enhance
service flow and overall customer’s shopping experience. While
the customer is browsing for clothes, the robot can give
recommendations to the customer about the latest product and
outfit. It can also provide the suitable size according to
customer body shape. After which, the robot can check
inventory for the item and go to the back room to get it for the
customer to try on.
The robot can also process payment for customers at the
counter. This streamline the process and minimise human error
and time waiting.
References
Calvin Klein. (2020). Available at:
https://www.calvinklein.com/sg/about-us.html [Accessed 1 Mar.
2020].
ASSESSMENT 2: REFLECTIVE JOURNAL & SERVICE
101. BLUEPRINT (35%)
The reflective journal and service blueprint is to be completed
in groups of 2-3 students. Students will be required to prepare a
reflective essay on specific contemporary services and retail
experiences/trends involving robotics and the ethical
implications involved for employees and consumers. In Part B,
students have to create and include a service blueprint for the
organisation with the introduction of robotics.
Note: It is important that each group explains how the relevant
services marketing theory and/or practice can be applied to the
selected local service organisation. The group will receive a
Fail grade for the particular Report if it does not explain the
relevance, and practical application of the services marketing
theory, to the selected service organisation.
Due Date: Workshop 10
Service Blueprint (5%)
This part of the assignment requires you to form groups of up to
2-3 people in your workshop/tutorial class and develop a service
blueprint for a service company of your choice (The lecturer
makes the final decision on groupings and organisation choice).
Each group has to submit a service organisation profile of the
chosen service organisation to their tutor in Session 2 workshop
(See Appendix A for Service Organisation Profile).
For the chosen service organisation, students have to create and
include a service blueprint for the retail organisation and reflect
on their customer journey with the introduction (current or
potential) of robotics. The blueprint will be developed through
an in-class activity discussion of their customer journey. The
service blueprint is a flowchart that provides a service
organisation with the means of managing and controlling
individual parts of the service delivery system; identifying weak
points and opportunities for improving or enhancing the
efficiency and productivity of the system; and preventing
service failures. Students have to include a key summary of key
implications and recommendations developed based on the
102. blueprint to be included in a section in the reflective essay.
The key components of a service blueprint are:
• Customer actions – line of external interaction – Line of
interaction
• Frontstage/ Visible customer contact employee action – Line
of visibility
• Backstage/ Invisible contact employee action – Line of
internal interaction
• Support processes
• Physical evidence
Reflective Essay (30%)
• This part of the assignment requires members of the group to
reflect on particular retail experiences and trends. Choose a
retailer has to have a major service component. A reflective
journal is a personalised account of how their learning in this
unit can be applied to any service and retail interactions they
may encounter in the future, and outside the classroom.
• The questions to reflect upon are:
1. Referencing what you’ve learned in this course and
supporting academic literature, please outline the importance
and trends in the implementation of robotics and intelligent
service systems in retail services.
2. Reflect on the role of robotics and intelligent systems in
retail services on how it impacts the customer journey and
ethical implications for various stakeholders. You can use your
service blueprint and supporting material to analyse the
customer journey.
3. Based on the service blueprint, provide some key insights
you derived and recommendations for the retail service
company.
The combined word limit for the Service Blueprint and
Reflective Journal is 2500 words, excluding references.
The reflective journal & service blueprint is a group assignment
103. so students should plan and work together to ensure an
equitable workload. Students should utilise the strengths of
individual group member and actively resolve potential group
conflict prior to the submission of the assignment.