Ethical Implication

1. Based on the report “BUS225 – Service, Retail and Relationship Marketing Group Assignment-1 x” just come out with the ETHICAL IMPLICATIONS

2. To mention about “SERVICESCAPE MODEL” refer to BUS225_Chapter 10_Servicescape page 2 figure 10.3

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3. Use ONLY those THEORY that applies to the Calvin Klein(the report)

4. The theory is stated under the ethical implication under role & impact and ethical implication

5. On top of those theories stated, those Ethical files are also a theory that you can use.

6. Point 4 & 5 are some of the theory choose what is applied to the report, need not need to write all.

7. Journals can only from Journals file

8. In additional can use Journal of robotics, all journal must be from the year 2008 to 2019

9. Referencing using Curtin Chicago 17th B, refer to Chicago_17th_B_print_guide_Semester_one page 6,7,9

10. Have clear in-text citation format (not in number format)

11. Read Carefully what is require under ASSESSMENT guide x

12. To Have the header and sub-header

13. Based on the marking criteria there is 2 parts

a. Identify and describe issues within essay – Ethics

b. Ability to be able to use theory and literature in essay. – Ethics

14. State clearly the theory used and describe the theory and apply the theory to the report with the support of journal.

15. Word count 800 to 850 words

16. Take note of the language use

17. Urkund Score cannot exceed 10%

18. Refer to the marking guide under ASSESSMENT guide x

ASSESSMENT 2: REFLECTIVE JOURNAL & SERVICE 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 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 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.

BUS225 Group Assignment

· 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 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 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.

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

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].

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
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

Tables and figures (including
images) – see the separate
Chicago 17th B Referencing
Tables and Figures guide

Page

2
3

3
3
4
4
4

6
6
7
7
7
8

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

Page

10
10
11

11
12

12
12
13
13
14
14

15
15
15
15
16
16
17
17
17

Reference list examples

Reports and grey literature
Government or organisation
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

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19
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20
20

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It is important that you check the assignment guide of your 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=46956996

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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.

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.

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)

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).

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Quoting (40 words or more)

• 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.

• 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
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=1985996.

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 (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 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:

• 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

• 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…

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.

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 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 .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_status/2018/en/.

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.

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.

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
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)

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
• 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=40841212

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
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)

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
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

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 view?1679726805?accountid=10382.

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)

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

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.

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)

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/1674838588?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

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/1676462563?accountid-10382.

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 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.)

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.

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:
• 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.

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:
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/893b5284-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:
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/10155532677446749.

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.

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/664800426961870849.

Extra tips:
• 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:
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 .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 .

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)

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/abs@.nsf/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

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)

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 .

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:
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

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 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 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:
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

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,
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.

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 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.

https://www.abc.net.au/radionational/programs/allinthemind/tripping-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

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

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.

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.

Example:
Qantas. 2015. A Strong, Sustainable Future: Qantas Annual Report 2015. Sydney: Qantas.

https://www.qantas.com.au/infodetail/about/investors/2015AnnualReport .

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 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/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

X Chapter 10

Crafting the Service

Environment

X Beyond Hardcore Gambling: Understanding Why Mainland Chinese Visit Casinos in Macau
IpKin Anthony Wong and Mark S. Rosenbaum (2010) Beyond Hardcore Gambling: Understanding Why Mainland
Chinese Visit Casinos in Macau Journal of Hospitality & Tourism Research

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

interactions of the motivational factors are also discussed.

X What is the purpose of service environments?
Shape customer experiences and behaviours

• As a message-creating medium

• Symbolic cues to communicate nature and
quality of service experience

• As an attention-creating medium

• Stand out from competitors

• Attract customers

• As an effect-creating medium

• Use scent, colour, touch etc to enhance
service experience

Gibson and Fraser: Business Law 4e © 2009 Pearson Education Australia
Copyright © 2011 Pearson Australia (a division of Pearson Australia Group Pty Ltd) –9781442517011/Lovelock/Services Marketing/5th edition

X What is the purpose of service environments?
For image positioning and differentiation

• Proxy for quality

• Portray distinct image

Act as part of the value proposition

• Shape feelings and reactions in customers ad
employees

Facilitate service encounter and enhance service
delivery

• Reduce service failures

• Smooth service delivery

X Figure 10.3 The servicescape model

X The servicescape model

• Identifies the main dimensions in a service
environment and views them holistically

• Customer and employee responses classified
under, cognitive, emotional and psychological ->
overt behavior towards the environment

• Understand how well each dimension fits
together with everything else

X Dimensions of the service environment
Service environments are complex and have many
design elements.

• Ambient conditions

• Spatial layout and functionality

• Signs, symbols and artefacts

• People are part of the service environment too

X The effect of ambient conditions
• Characteristics of environment pertaining

to our five senses

• Music

• Scent

• Colour

• Classical music can be used to deter vandals and loiterers

X The effect of music

• Music -> Impact on perceptions and behaviors,
even softly

• Structural characteristics are perceived
holistically

• Fast tempo or high volume increase arousal

• People adjust their pace to match tempo of
music

• Use music to deter wrong customer types

X Impact of Music on Restaurant Diners

Restaurant
Patron

Behavior

Fast-beat
Music

Environment

Slow-beat
Music

Environment

Difference between
Slow- and Fast-beat

Environments

Absolute

Difference

%
Difference

Consumer
time spent at

table

45min 56min +11min +24%

Spending on
food

$55.12 $55.81 +$0.69 +1%

Spending on
beverages

$21.62 +$8.85 +41%

Total
spending

$76.74 $86.28 +$9.54 +12%

Estimated
gross margin

$48.62 $55.82 +$7.20 +15%

Source: Ronald E. Milliman (1982), “Using Background Music to Affect the Behavior of Supermarket Shoppers,” Journal Of Marketing, 56 (3): pp. 86–91

$30.47

Bankwest’s success can be

X The effect of scent

• An ambient smell pervades an environment

• May or may not be consciously perceived by
customers

• Not related to any particular product

• Scents

• Distinct characteristics

• Used to solicit emotional, physiological, and
behavioral responses

• In service: scents have significant effect on
customer perceptions, attitudes, and behaviors

X The effects of scents on the perceptions of store environments
Evaluation Unscented

Environment
Mean
Ratings

Scented
Environment
Mean Ratings

Difference

Store Evaluation

Negative/positive 4.65 5.24 +0.59

Outdated/modern 3.76 4.72 +0.96

Store Environment

Unattractive/attra
ctive

4.12 4.98 +0.86

Drab/colorful 3.63 4.72 +1.09

Boring/Stimulatin
g

3.75 4.40 +0.65

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

X The effect of colour (1)
• Colors -> stimulating, calming, expressive,

disturbing, impressional, cultural, exuberant,
symbolic

• Color gives beauty and drama to everyday objects

• Colors -> impact on people’s feelings

• Colors can be defined into three dimensions:
• Hue is the pigment of the color
• Value is the degree of lightness or darkness of

the color
• Chroma refers to hue-intensity, saturation, or

brilliance

X The effect of colour (2)

Red

Blue

Neutral

X Spatial layout and functionality

• Spatial layout: Refers to size and shape of
furnishings and the ways it is arranged

• Functionality: Refers to ability of those items to
facilitate performance of service

• The layout of today’s modern international airports is designedwith customer convenience in
mind (access, good signage) as well as cues that reflect a (desired) image of a country and to
induce the desired mood among travellers

• Apple’s servicescape is designed to portray it as an innovative, forward-thinking company,
consistent with its brand

X Signs, symbols and artefacts

Figure 10.4

Explicit or implicit signals to:
•Communicate the firm’s image
•Help consumers find their way
•Convey the rules of behavior

X People are part of the service environment too

Figure 10.5
Distinctive servicescapes—from table settings to furniture and room

design—create different customer expectations of these two
restaurants

• Appearance & behaviour of personnel and customers
important

• Detract from impression of service environment

The picture can’t be display ed.

X Putting it all together

• Consumers perceive service environments
holistically -> design from a customer’s
perspective

• Design with a holistic view: No dimension of
design can be optimized in isolation, because
everything depends on everything else

• Holistic characteristic of environments makes
designing service environment an art

RETAILING STORE DESIGN

X Store Design Objectives

• Execution of retail strategy

• Influence on customer behavior

• Control store design and maintenance costs

• Provision of flexibility

• Meet legal requirements

X Retailer Strategy

• Meets needs of target market

• Provide sustainable competitive advantage

• Portray the retailer’s image

X Impact on Customers’ Behaviour

X Store Design and Maintenance

• Tradeoff:

• Maintain ease of locating merchandise for
planned purchases

• Helps consumers to explore store or stimulate
impulse purchases

X Retail Store Layout

• Grid

• Free Form

• Racetrack

X Grid Layout

Advantages

• Cost efficient

• Well organised

• Easy to clean

• Simplified security

• Potential for self-service

• More displays and
exposure to merchandise

Disadvantages

• Plain and uninteresting

• Does not allow for
exploration

• Rushed shopping

X Free Flow Layout (Boutique)

Advantages

• Allows wandering
and browsing

• Pleasant relaxing
store experience

• Flexible design

• Allows for impulse
purchases

Disadvantages

• Encourages
loitering

• Possibility of
confusion

• Difficult to clean

• Space is
inefficient, higher
costs

X Racetrack Layout

• Encourages browsing
and exploration

• 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

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

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 personalize their relationships with customers (Huang and Rust 2017).

3.2. Impact

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 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

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

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, 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 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 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-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/10.1108/08876041311330717. 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 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

14. Vazquez, P. 2018. Family business ethics: At the crossroads of business ethics and family business: JBE JBE. Journal of Business Ethics, 150(3), 691-709. doi:

http://dx.doi.org/10.1007/s10551-016-3171-1

15. Wirtz, Jochen, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, and Antje Martins. 2018. “Brave New World: Service Robots In The Frontline”. Journal of Service Management.

https://www.emerald.com/insight/content/doi/10.1108/JOSM-04-2018-0119/full/html

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