Reference no: EM131734014 , Length: 6

Topic: Marketing- customer services

Report should be organized and should include headings and sub headings along with the name of the individual responsible for completing the respective section (name printed beside heading or sub heading).  If there is evidence to suggest certain group members did not participate in the development of the report they will be given a grade of zero.

Reports should be 5 to 6 pages double spaced 12 font (not including cover page or references) and consist of the following components: 

Introduction (1/2 to ¾ of a page max) 

• Identifying and defining customer service today and the role of technology.
• Introducing the group's position and the types of evidence you will use to support your argument.
• Connecting the fundamental topic how technology impacts customer service to the course.
• Introducing the major course concepts that you will use to analyze and support your argument.

Analysis (5 pages max)

• Conduct an analysis using the major concepts identified in the introduction. For example, if you're looking at communication, you will need to explain how technology has improved or hindered customer service through examples of how communication in customer service has changed. For example, the rise of social media has forced companies to be more accountable to their customers. Alternatively, if you are arguing that technology has had a negative impact on customer service you may say that communication has resulted in an in proportionately large number of negative comments on social media about a company or product that is not reflective of the company overall.
• Present a diversity of perspectives on the topic and support your arguments and findings with research from credible academic sources from reputable online journals and real life examples of how different companies may support your argument. Wikipedia and random websites are not considered reputable.
• Analysis should be about 1 page per major concept.

Conclusion (1/2 page max)

• Summarize main points of the analysis and argument.
• Outline the overall impact technology has had on customer service.
• Draw a final conclusion that bolsters your argument.

Peer evaluation

• You will be required to complete a peer evaluation grading each of your group members.
• It is very unlikely that every group member will contribute and participate equally so I do not think you should give each member 100%.
• The form will be sent out at a later date.

How to conduct research:

• Information used in the analysis and report must be obtained from credible academic sources - can use a combination of journal articles, books, websites, articles, documentaries, organizations etc.
• All research must be cited throughout the assignment using APA formatting in text citations, references/works cited (at the end of the report)

Attachment:- Assignment File.rar