Customer service quality in an industry or job role of your choice
Academic Year: 2024-2025
Semester 2
Assessment Introduction:
BM4100 Critical Issues in Business and Management Research
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Course: Masters of Research in Management, and Doctor of Business Administration |
Module Code: BM4100 Module Title: Critical Issues in Business and Management Research |
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Title of the Brief: Assignment 2 |
Type of assessment: Scaffolded Literature Review |
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This assessment is worth 60% of the overall module mark. |
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How, when, and where to submit:
You will submit on Blackboard in the Turnitin space for Assignment 2 by Friday 13 December 2024 by 23:59 (UK time).
The assignment will be available to view on Blackboard from Monday 21 October 2024.
Feedback will be provided by: January 15, 2025
You should aim to submit your assessment in advance of the deadline.
Note: If you have any valid mitigating circumstances that mean you cannot meet an assessment submission deadline and you wish to request an extension, you will need to apply online, via MyUCLan with your evidence prior to the deadline. Further information on Mitigating Circumstances via this link.
We wish you all success in completing your assessment. Read this guidance carefully, and if you have any questions, please discuss with your Module Leader.
Preparation for the Assignment
The classes will include a session dedicated to assignment support (please see the Module Information Pack for the date and time of this session). In addition, we have arranged International Support Sessions throughout the module and will arrange on-line support sessions during the semester to help you deal with the assessment.
You will have opportunity to submit a single short extract of your literature review as a piece of formative assessment to support the final assignment or summative assignment. However, your tutors will be unable to read full drafts of work. If you wish support and advice on the assessment, we can arrange a meeting where you can provide a verbal outline of the work you intend to present as a summative assessment.
At this level, you are expected to make full use of the academic sources provided on-line by the University. You need to make use of the Reading List found at:
BM4100 Critical Issues in Business and Management Research (exlibrisgroup.com)
Please remember that the Reading List is a starting point, and you should use the Internet search engines provided by the university. We do not recommend reliance on Google or Google Scholar – these engines will not provide full access to the academic material that you need for this assessment.
Assignment Information
In this assignment, you will write a critical review of the literature related to ONE of the business and management topics below:
- Customer service quality in an industry or job role of your choice
- Developments in transformational leadership in public sector management
- The influence of organizational culture on workplace innovation
A critical literature review is a “detailed overview of the significant literature available about your chosen topic, providing a discussion and critical evaluation, and using clear argument to contextualise and justify your research” (Saunders et al., 2018:33).
In this task, you will present how you have developed and structured your literature review explaining how you have gathered your academic sources and how you have critically evaluated the way in which these sources support your literature review. We also ask students to identify and consider gaps in the current literature.
The assessment will consist of a synthesis matrix of 3000 words and a literature review of 1000 words.
The synthesis matrix will consist of information in tabular form where you will describe the source used, how you located or found the source (for example, which internet search engine you used to find the material), the main themes that you hoped to explore in the literature review, and a brief summary of how each academic article supports your argument. You should use around 30 academic sources with each source supported by 100 words of text.
In the literature review, you will provide a critical evaluation of the sources demonstrating how different perspectives exist within the area of business and management research. The literature review will be fully referenced within the text and in the Reference List using the Harvard system. The literature review must use robust and reputable academic sources. We expect you to use the University catalogue for your sources utilising academic textbooks and academic journals.
You will find an example of a synthesis matrix on Blackboard.
The assessment criteria for this assignment are:
- Critically research and select appropriate academic material on which to base your literature review
- Create a synthesis matrix demonstrating and justifying your choice of academic material
- Write a literature review using all the material from the matrix to critically evaluate the material found within the academic literature
- Reference the assignment accurately and comprehensively using the Harvard system of referencing
The assignment is designed to test the following learning outcomes:
- Critically evaluate current issues in business and management
- Critically assess academic literature in the area of business and management research
To assist students in understanding the standards of work which we expect at this academic level and to understand the feedback, we have attached a table that shows how each criterion is assessed:
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Classification |
Distinction |
Merit |
Pass |
Marginal Fail to Mid Fail |
Low Fail to Non-Submission |
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Criteria and Percentage |
70 and above |
60 to 69 |
50 to 59 |
40 to 49 |
39 to 0 |
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Criterion 1: Critically research and select appropriate academic material on which to base your literature review 25% |
The selection of material will be based on a rigorous and critical use of the academic resources found in the University Library database using high quality journals identifying around 30 academic sources. The selection will use sources that include the theoretical and conceptual underpinnings of the topic in question. |
The selection of material will be based on a structured search of the resources almost wholly found in the University Library database identifying around 30 academic sources, some of which may be more practitioner based. |
The selection of sources is based on material mainly found in the University Library database. The selection of around 30 academic sources may be based around convenience of access rather than their worth as articles that contribute to evaluating the topic. |
The selection will have significantly less than the 30 academic sources required and may rely on databases not found within the University Library databases. The selection of material will be largely based on convenience rather than the material`s contribution to evaluating the topic. |
The selection will not use the Library database, will rely on non-academic sources and will have significantly less than the 30 sources required |
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Criterion 2: Create a synthesis matrix demonstrating and justifying your choice of academic material: 25%
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The matrix will have a very precise indication of the source used, an accurate description of how the material was obtained, a precise identification of the topics covered in the material, and concise and precise evaluation of how the material will be used. The edited entries will consist if around 100 words of text |
The matrix will have a clear indication of the source used, an accurate description of how the material was obtained, and accurate coverage of the topics used in the article and evaluation of how the material will be used. Entries may consist of more than 100 words and may include additional material for information rather than to use in the review |
The matrix will provide an accurate indication of the material used, but the answer may be more general than specific. There may be some minor errors in citation. The final two columns will be descriptive and may lack discretion in evaluating the material. The entries while relevant may be significantly in excess of the 100 words word count. |
The matrix will contain several citation and location inaccuracies. The final two columns will be descriptive lacking the application of discretion in terms of editing the material. The entries will rely on summaries of the articles rather than applying evaluation. The word count per line will be significantly over the 100 words per entry. Several boxes in the matrix may not be complete. |
The matrix will contain significant errors in citation and location. The final columns will consist of descriptions of the article without any discretion applied in editing the material. Several parts of the table will not be complete. |
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Criterion 3: Write a literature review using the material from the matrix to critically evaluate the material found within the academic literature 30% |
The literature review is coherently constructed with a clear line of argument demonstrating a critical approach to the topic using all the sources from the synthesis matrix. The student will have engaged critically with competing theoretical views of the topic. The review will end by identifying gaps in the literature. The review has been checked for grammar and British spelling conventions prior to submission. |
The literature review is a coherent and structured piece of work using all the sources from the synthesis matrix. The review will end by identifying gaps in the existing literature. The review may concentrate more on the empirical aspects of the articles rather than the competing conceptual views of different authors. The review has been checked for grammar and British spelling conventions. |
The literature will use the articles from the synthesis review to construct a generally clear piece of work. The review may reflect more on the articles as an individual pieces of work rather than make comparisons between them. The structure of the review may consist of separate topics rather than linking each of the sections together. The review may focus more on the practical implications of the literature rather than make appropriate comparisons. The review may not effectively address gaps in the literature. The final section may reflect that the student is addressing the issue itself rather than evaluating the literature. |
The review will be largely descriptive rather than evaluative. The student may have omitted consideration of numerous articles from the matrix or have drawn inaccurate conclusions from the articles used. The student will either not have identified gaps in the literature or will attempt to address the topic rather than evaluate the literature. |
The literature review will not have used the material from the matrix to source the review. The sources may be inaccurately described or used. |
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Criterion 4: Reference the assignment accurately and comprehensively using the Harvard system of referencing 20% |
Accurate referencing in the text and in the Reference List fully adhering to the Harvard system of referencing. The Reference List is set out in alphabetical order by surname. Any errors are minor. |
Accurate referencing in the text and in the Reference List adheres to the Harvard system of referencing. The referencing may contain some errors, and/or omit the occasional source. |
The referencing will be generally accurate, but may not follow the Harvard system of referencing. Several sources may be omitted or the sources cited in the text may not match the sources found in the Reference List. The Reference List may not be wholly in alphabetical order by surname |
The referencing does not follow the Harvard system of referencing. Numerous sources may be omitted from the Reference List or the text citations may not match the Reference List |
The text of the literature does not contain references or minimal references and/or no Reference List is provided |
Additional Support available:
All links are available through the online Student Hub
- Academic support for this assessment will be provided by contacting the module leader, Douglas Martin, wdmmartin@uclan.ac.uk
- Our Library resources link can be found in the library area of the Student Hub or via your subject librarian, Zerry Harrison, at SubjectLibrarians@uclan.ac.uk.
- Support with your academic skills development (academic writing, critical thinking and referencing) is available through WISER on the Study Skills section of the Student Hub.
- For help with Turnitin, see Blackboard and Turnitin Support on the Student Hub
- If you have a disability, specific learning difficulty, long-term health or mental health condition, and not yet advised us, or would like to review your support, Inclusive Support can assist with reasonable adjustments and support. To find out more, you can visit the Inclusive Support page of the Student Hub.
- For mental health and wellbeing support, please complete our online referral form, or email wellbeing@uclan.ac.uk. You can also call 01772 893020, attend a drop-in, or visit our UCLan Wellbeing Service Student Hub pages for more information.
- For any other support query, please contact Student Support via studentsupport@uclan.ac.uk.
- For consideration of Academic Integrity, please refer to detailed guidelines in our policy document . All assessed work should be genuinely your own work, and all resources fully cited.
Feedback Guidance:
Reflecting on Feedback: how to improve.
From the feedback you receive, you should understand:
- The grade you achieved.
- The best features of your work.
- Areas you may not have fully understood.
- Areas you are doing well but could develop your understanding.
- What you can do to improve in the future - feedforward.
Use the WISER: Academic Skills Development service. WISER can review feedback and help you understand your feedback. You can also use the WISER Feedback Glossary
Next Steps:
- List the steps you have taken to respond to previous feedback.
- Summarise your achievements
- Evaluate where you need to improve here (keep handy for future work)
Aboout BM4100 Critical Issues in Business and Management Research Assignment
The BM4100 module focuses on understanding critical issues in business and management research, and the literature review assignment plays a central role in this process. This assignment requires students to systematically engage with existing academic and industry-related studies, analyzing and synthesising relevant theories, methodologies, and findings. The purpose is not only to summarise previous research but also to critically evaluate it, demonstrating a nuanced understanding of the topic under investigation.
This task challenges students to explore key academic debates and trends, examining how they contribute to the broader field of business and management. Through a critical lens, students are encouraged to identify gaps in the current literature, inconsistencies in findings, and areas where further inquiry is warranted. By doing so, the assignment cultivates advanced analytical and evaluative skills essential for academic and professional success.
The literature review also emphasises the importance of evidence-based research by encouraging the use of credible and diverse sources. It helps students develop the ability to link theoretical perspectives with practical applications, fostering a holistic approach to understanding complex management issues. As a foundational step in the research process, this assignment provides a framework for addressing real-world challenges through scholarly inquiry, reinforcing the student`s ability to contribute meaningfully to ongoing discussions in the field.
Example Answer
Customer service quality in an industry or job role of your choice
Customer service quality is a pivotal aspect of business success, particularly in the retail industry, where customer satisfaction drives revenue and loyalty. Various scholars and practitioners have examined customer service from multiple dimensions, including service quality models, customer perceptions, and operational strategies. This literature review explores the concept of customer service quality in the retail industry, critically analysing key theories, empirical findings, and industry practices.
Conceptual Framework of Service Quality
The SERVQUAL model by Parasuraman, Zeithaml, and Berry (1988) remains a cornerstone in understanding service quality. It measures five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. These dimensions serve as benchmarks for evaluating customer expectations versus perceptions. However, Ladhari (2009) criticised SERVQUAL, stating it oversimplifies complex customer expectations and fails to account for technological advancements, such as self-service kiosks and e-commerce platforms.
Customer Expectations and Satisfaction
Customer expectations in retail have evolved, influenced by factors like technology, market competition, and cultural shifts. Oliver (2010) posited that satisfaction arises from the congruence between pre-purchase expectations and post-purchase experiences. This theory aligns with the expectation-confirmation theory (ECT), which suggests that positive disconfirmation leads to satisfaction. Chen et al. (2016) expanded on this by emphasizing emotional factors in customer satisfaction, particularly in high-engagement retail environments.
The Role of Technology in Customer Service Quality
Technological innovations have redefined customer interactions. Meuter et al. (2000) highlighted the impact of self-service technologies (SSTs) on service quality, noting improved efficiency but potential detachment in customer relationships. Conversely, Bitner et al. (2016) argued that integrating human-centric technology, such as AI chatbots and personalized recommendation systems, enhances both efficiency and emotional connection.
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