Research Paper – Customer Service related
Picking up from your annotated bibliography and outline submitted in earlier weeks, prepare a final research paper on the topic you choose. The paper should be 2500 words in length and include a cover page and Reference list. All papers should be submitted in APA format. Please include a minimum of 10 references (see your annotated bibliography).
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Title page
Table of contents
Abstract
Lit review
Body (see your outline)
Reference page
Paper
Graduate Level Rubric:
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APUS Assignment Graduate Level Rubric
500-600
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EXEMPLARY
LEVEL
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ACCOMPLISHED
LEVEL
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DEVELOPING
LEVEL
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BEGINNNIG
LEVEL
|
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TOTAL POINTS
|
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FOCUS AND THESIS
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Student exhibits a defined and clear understanding of the assignment. Thesis is clearly defined and well constructed to help guide the reader throughout the assignment. Student builds upon the thesis of the assignment with well-documented and exceptional supporting facts, figures, and/or statements.
10 points
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Establishes a good comprehension of topic and in the building of the thesis. Student demonstrates an effective presentation of thesis, with most support statements helping to support the key focus of assignment.
7 points
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Student exhibits a basic understanding of the intended assignment, but the thesis is not fully supported throughout the assignment. While thesis helps to guide the development of the assignment, the reader may have some difficulty in seeing linkages between thoughts. While student has included a few supporting facts and statements, this has limited the quality of the assignment.
5 points
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Exhibits a limited understanding of the assignment. Reader is unable to follow the logic used for the thesis and development of key themes. Introduction of thesis is not clearly evident, and reader must look deeper to discover the focus of the writer. Student’s writing is weak in the inclusion of supporting facts or statements.
1 point
|
|
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/10
|
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CONTENT AND SUBJECT KNOWLEDGE
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Student demonstrates proficient command of the subject matter in the assignment. Assignment shows an impressive level of depth of student’s ability to relate course content to practical examples and applications. Student provides comprehensive analysis of details, facts, and concepts in a logical sequence.
25 points
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Student exhibits above average usage of subject matter in assignment. Student provides above average ability in relating course content in examples given. Details and facts presented provide an adequate presentation of student’s current level of subject matter knowledge.
20 points
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The assignment reveals that the student has a general, fundamental understanding of the course material. Whereas, there are areas of some concerning in the linkages provided between facts and supporting statements. Student generally explains concepts, but only meets the minimum requirements in this area.
15 points
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Student tries to explain some concepts, but overlooks critical details. Assignment appears vague or incomplete in various segments. Student presents concepts in isolation, and does not perceive to have a logical sequencing of ideas.
10 points
|
|
/25
|
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CRITICAL THINKING SKILLS
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Student demonstrates a higher-level of critical thinking necessary for 500-600 level work. Learner provides a strategic approach in presenting examples of problem solving or critical thinking, while drawing logical conclusions which are not immediately obvious. Student provides well-supported ideas and reflection with a variety of current and/or world views in the assignment. Student presents a genuine intellectual development of ideas throughout assignment.
25 points
|
Student exhibits a good command of critical thinking skills in the presentation of material and supporting statements. Assignment demonstrates the student’s above average use of relating concepts by using a variety of factors. Overall, student provides adequate conclusions, with 2 or fewer errors.
20 points
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Student takes a common, conventional approach in guiding the reader through various linkages and connections presented in assignment. However, student presents a limited perspective on key concepts throughout assignment. Student appears to have problems applying information in a problem-solving manner.
15 points
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Student demonstrates beginning understanding of key concepts, but overlooks critical details. Learner is unable to apply information in a problem-solving fashion. Student presents confusing statements and facts in assignment. No evidence or little semblance of critical thinking skills.
10 points
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/25
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ORGANIZATION OF IDEAS AND FORMAT
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Student thoroughly understands and excels in explaining all major points. An original, unique, and/or imaginative approach to overall ideas, concepts, and findings is presented. Overall format of assignment includes an appropriate introduction (or abstract), well- developed paragraphs, and conclusion. Finished assignment demonstrates student’s ability to plan and organize research in a logical sequence. Student uses at least of 5-7 references in assignment.
15 points
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Student explains the majority of points and concepts in the assignment. Learner demonstrates a good skill level in formatting and organizing material in assignment. Student presents an above average level of preparedness, with a few formatting errors. Assignment contains less than 5 resources.
10 points
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Learner applies some points and concepts incorrectly. Student uses a variety of formatting styles, with some inconsistencies throughout the paper. Assignment does not have a continuous pattern of logical sequencing. Student uses less than 3 sources or references.
7 points
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Assignment reveals formatting errors and a lack of organization. Student presents an incomplete attempt to provide linkages or explanation of key terms. The lack of appropriate references or source materials demonstrates the student’s need for additional help or training in this area. Student needs to review and revise the assignment.
1 point
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/15
|
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WRITING CONVENTIONS (GRAMMAR & MECHANICS)
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Student demonstrates an excellent command of grammar, as well as presents research in a clear and concise writing style. Presents a thorough, extensive understanding of word usage. Student excels in the selection and development of a well-planned research assignment. Assignment is error-free and reflects student’s ability to prepare a high-quality academic assignment.
10 points
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Student provides an effective display of good writing and grammar. Assignment reflects student’s ability to select appropriate word usage and present an above average presentation of a given topic or issue. Assignment appears to be well written with no more than 3-5 errors. Student provides a final written product that covers the above-minimal requirements.
7 points
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Assignment reflects basic writing and grammar, but more than 5 errors. Key terms and concepts are somewhat vague and not completely explained by student. Student uses a basic vocabulary in assignment. Student’s writing ability is average, but demonstrates a basic understanding of the subject matter.
5 points
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Topics, concepts, and ideas are not coherently discussed or expressed in assignments. Student’s writing style is weak and needs improvement, along with numerous proofreading errors. Assignment lacks clarity, consistency, and correctness. Student needs to review and revise assignment.
1 point
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/10
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USE OF COMPUTER TECHNOLOGY/ AND APPLICATIONS
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Student provides a high-caliber, formatted assignment. Learner exhibits excellent use of computer technology in the development of assignment. Quality and appropriateness of stated references demonstrate the student’s ability to use technology to conduct applicable research. Given assignment includes appropriate word processing, spreadsheet and/or other computer applications as part of the final product.
5 points
|
Assignment presents an above-average use of formatting skills, with less than 3 errors. Students has a good command of computer applications to format information and/or figures in an appropriate format. Student uses at least two types of computer applications to produce a quality assignment.
4 points
|
Student demonstrates a basic knowledge of computer applications. Appearance of final assignment demonstrates the student’s limited ability to format and present data. Resources used in assignment are limited. Student may need to obtain further help in the use of computer applications and Internet research.
3 points
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Student needs to develop better formatting skills. The student may need to take additional training or obtain help from the Educator Help Desk while preparing an assignment. Research and resources presented in the assignment are limited. Student needs to expand research scope. The number of formatting errors is not acceptable.
1 point
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/5
|
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RESEARCH SKILL
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Student provides sophisticated synthesis of complex body of information in the preparation of assignment. Research provided by student contributes significantly to the development of the overall thesis. Student incorporates at least of 7-10 quality references in assignment. Student incorporates a variety of research resources and methodology in the preparation of assignment.
10 points
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Student achieves an above average synthesis of research, but interpretation is narrow in scope and description within assignment. Assignment contains less than 7 resources, and presents an average overview of key concepts.
7 points
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Assignment provides a basic, but borderline perspective of student’s research abilities. Student has incorporated less than 4 sources, which does not attempt to cover key elements of assignment.
5 points
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Student fails to provide an adequate synthesis of research collected for assignment. The lack of appropriate references or source materials demonstrates the student’s need for additional help or training in this area. Student needs to review and revise the assignment. The paper is not of acceptable quality for graduate-level work.
1 point
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/10
TOTAL POINTS
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/100
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1
Running Head:
MARKETING COMMUNICATION
2
MARKETING COMMUNICATION
MARKETING COMMUNICATION
Student’s Name
Institution
Course
Date
Marketing Communication
ANNOTATED BIBLIOGRAPHY MARKETING COMMUNICATION
Campaign, (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 5, 2020].
The following report delves into the Always – Like a Girl Campaign. It discusses the communications marketing campaign and the effect that it had in creating change in the society. The article cites how through the application of advertising marketers were able to spur positive outcomes within the society of encouraging strength and self-belief within the society in general. Moreover, it outlines how through the application of the right principles and after the realization of positive outcomes the campaign aided to build the image of Always brand in general.
Çizmeci, F., & Ercan, T. (2015). The Effect of Digital Marketing Communication Tools in the Creation Brand Awareness by Housing Companies. Megaron, 10(2).
The study mentions that brand awareness creation is the foremost marketing communication stage. It mentions the various tools for communication marketing that are used to achieve this objective the article mentions. Digital marketing tools are defined in the article as a deconstruction of the traditional tools and have the effect of offering interaction between customers and producers in the marketing process. The article denotes the various digital tools and their role in brand awareness creation by the housing companies.
Hackley, C and Hackley R., (2015). Advertising & Promotion (3rd Edition), Sage.
The book discusses the topic of the advertising environment from the perspective of one of the best universities in the region. The book aims to highlight the creative preparation perspective more vividly than is normally seen in marketing communication and managerial advertising the perspective of an account managing position. It discusses the managerial issues in advertisement management and promotion. It aims to provide a broader analytical evaluation of the subject of advertisement while drawing on considerations from anthropology and sociology on consumer culture and research.
Karjaluoto, H., Ulkuniemi, P., & Mustonen, N. (2015). The role of digital channels in industrial marketing communications. Journal of Business & Industrial Marketing.
The function of this study is to examine the tools for industrial communications marketing and the function of digital networks. The study pulls from publications on communications from industrial marketing campaigns to investigate its objective, and proposed application in trade organizations. The empirical study on six trade corporations to investigate the state of digital marketing communication (DMC).
Kitchen, P. J., & Burgmann, I. (2015). Integrated marketing communication: Making it work at a strategic level. Journal of Business Strategy.
The paper aims to outline, and analyse the notion of integrated marketing communications (IMCs) and to present possible means of progressing either on a conceptual or managerial basis. The paper makes a critical assessment of the advent, progression and the current standing of the IMC. The authors ponder IMC dispersion in commercial exercise, the standard reception in the form of principle and the hurdles or challenges that stand against greater progress.
Luxton, S., Reid, M., & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1), 37-46.
The study delves into the topic of integrated marketing communication (IMC) ability spurs the brand’s fiscal performance by manipulating the efficacy of the advertising operations and the performance of the market-based brand in question. The outcomes from the study concluded that an IMC competence has a considerable impact on the success of the campaign and an unintended result on the performance based on the market of the brand and its fiscal performance.
Mihaela, O. O. E. (2015). The influence of the integrated marketing communication on the consumer buying behaviour. Procedia Economics and Finance, 23, 1446-1450.
The resolve of the report is to outline via the application of documenting studies the specialty writings, and the influence that assimilated (integrated) marketing communication (IMC) has on the spending performance of consumers. The methodology employed in the research include, to establish the main intentions of the study which include, analysis of the spending behaviour of consumers, and in determining the aspects that impact the conduct of customers via the IMC.
Petersen, J. A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision making: The role of national culture. Journal of Marketing, 79(1), 44-63.
The study cites the consumer behaviour to make recurrent and critical fiscal choices that have long and short span effects on their own well-being. The authors of the study suppose that the fiscal choices to be a role of customer’s previous involvements, and relations with a commercial services firm. This factor is along with the long term aspirations of the customers.
Štefko, R., Kiráľová, A., & Mudrík, M. (2015). Strategic marketing communication in pilgrimage tourism. Procedia-Social and Behavioral Sciences, 175(12), 423-430.
The study cites pilgrimage tourism as one of the most ancient forms of tourism. Despite the fact that it is regarded as marginal, pilgrimage tourism is still known as one of the most widespread types of tourism. The study cites how marketing communication can aid to enhance the practice of pilgrimage tourism in Slovakia. This need is aimed to attract visitor from distant parts of the world to Slovakia for the benefit of the Slovakian economy.
Todorova, G. (2015). Marketing communication mix. Trakia Journal of Sciences, 13(1), 368-374.
The objective of this paper is to outline the theoretical notions and developments in the notion of communication marketing mix. The article defines communication marketing mix, and it describes its nature, significance, instruments used and efficacy of the practice in business. The paper makes multiple denotations such as in designing the most suitable marketing mix it requires the application of the four P’s which are, Product, promotion, place and price. The paper cites that to make the best marketing decisions efforts ought to be made towards promotion of marketing mix.
References
Campaign, (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 5, 2020].
Çizmeci, F., & Ercan, T. (2015). The Effect of Digital Marketing Communication Tools in the Creation Brand Awareness by Housing Companies. Megaron, 10(2).
Hackley, C and Hackley R., (2015). Advertising & Promotion (3rd Edition), Sage.
Karjaluoto, H., Ulkuniemi, P., & Mustonen, N. (2015). The role of digital channels in industrial marketing communications. Journal of Business & Industrial Marketing.
Kitchen, P. J., & Burgmann, I. (2015). Integrated marketing communication: Making it work at a strategic level. Journal of Business Strategy.
Luxton, S., Reid, M., & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1), 37-46.
Mihaela, O. O. E. (2015). The influence of the integrated marketing communication on the consumer buying behaviour. Procedia Economics and Finance, 23, 1446-1450.
Petersen, J. A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision making: The role of national culture. Journal of Marketing, 79(1), 44-63.
Štefko, R., Kiráľová, A., & Mudrík, M. (2015). Strategic marketing communication in pilgrimage tourism. Procedia-Social and Behavioral Sciences, 175(12), 423-430.
Todorova, G. (2015). Marketing communication mix. Trakia Journal of Sciences, 13(1), 368-374.
1
Running head:
OUTLINE FOR CUSTOMER SERVICE PAPER
6
OUTLINE FOR CUSTOMER SERVICE PAPER
OUTLINE FOR CUSTOMER SERVICE PAPER
Student’s Name
Institution
Course
Date
Outline for
Customer Service Paper
Customer Service Paper
I. Discuss the subject of customer service and the various pertinent issues of choice related to this theme.
A. Customer service is a critical factor for the success of any organization hence the right research ought to be conducted to identify, define and institute the best processes that would deliver optimized results for the company in question.
II. The role marketing communication has in driving change within the society.
A. An example of the successful application of marketing communication that delivered the right outcomes in the society is seen in the case of Always like a girl campaign (Campaign, 2015).
1. Through the right use of marketing communication principles and methods the negative trends within the society can be undone and more positive alternative encouraged for the betterment of the society.
2. This aspect of improving the quality of life within the society is crucial in that it would aid to make life better for all within the society if effected accordingly.
III. The effect that employee training has on improving the standards of customer service delivery, in improving the productivity and profitability of an organization.
A. By improving on employee training the right outcomes of improved service delivery in key issues such as problem solving, communication with empathy and good public relations practices (Shaw, 2019).
1. Through the training of employees the financial well-being of a company can be accentuated this is due to decreases in losses due to poor performance, human error and the resultant lowered customer satisfaction.
2. Therefore, by training workers such procedural inefficiencies can be undone and more positive outcomes created in the organization.
IV. The effect that the application of technology in improving the standards of service delivery in the work place.
A. According to statistics from the Labor Statistics Bureau overloading employees with too much work would result in decrease in employee productivity by a figure of 68% (Coppersmith, 2019).
1. Through the application of technology improved results can be realised in the workplace and these can aid to limit losses. This improvement can be attributed to the greater efficiency in the work place brought about by the application of the right technologies.
2. Moreover, through the application of the right technology more customers can be attracted to a company for example, through the use of augmented reality devices in retail stores, a wider consumer base can get attracted to the company in question due to the quality of service they offer.
V. Discerning the tell-tale signs that the state of customer service in a company is wanting.
A. For an organization to be run at optimized efficiency it is imperative for the management to be able to discern whether there are issues in the customer service provision protocol or whether the company is functioning at a normal or optimum level (Unicom Teleservices, 2019).
1. The management in any organization can keep a watchful eye on the occurrence of any of the following trends within the organization so as to determine whether there are customer service issues within the company. These factors include, a failure by the employees to understand the needs of the clients, referring calls to different departments or the recurrence of angry customers at the company.
2. The sense to note the occurrence of these factors and the ability to effectively resolve is a key factor in the resolution of customer service delivery issues in a company.
VI. Conclusion
In conclusion, customer service is a critical aspect of a company’s operations. It is imperative that all companies maintain a firm hold over the progression and sustenance of conducive customer service conditions within the firm.
References
Campaign, (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 5, 2020].
Campaign. (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 3, 2020].
Çizmeci, F., & Ercan, T. (2015). The Effect of Digital Marketing Communication Tools in the Creation Brand Awareness by Housing Companies. Megaron, 10(2).
Coppersmith, K. (2019). How Technology Improves Workplace Productivity. Retrieved March 5, 2020, from https://www.business2community.com/human-resources/how-technology-improves-workplace-productivity-02166853/amp
Hackley, C and Hackley R., (2015). Advertising & Promotion (3rd Edition), Sage.
Karjaluoto, H., Ulkuniemi, P., & Mustonen, N. (2015). The role of digital channels in industrial marketing communications. Journal of Business & Industrial Marketing.
Kitchen, P. J., & Burgmann, I. (2015). Integrated marketing communication: Making it work at a strategic level. Journal of Business Strategy.
Luxton, S., Reid, M., & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1), 37-46.
Mihaela, O. O. E. (2015). The influence of the integrated marketing communication on the consumer buying behaviour. Procedia Economics and Finance, 23, 1446-1450.
Petersen, J. A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision making: The role of national culture. Journal of Marketing, 79(1), 44-63.
Shaw, J. (2019, March 9). Effects of Training on Employee Performance. Retrieved March 5, 2020, from https://smallbusiness.chron.com/effects-training-employee-performance-39737.html
Štefko, R., Kiráľová, A., & Mudrík, M. (2015). Strategic marketing communication in pilgrimage tourism. Procedia-Social and Behavioral Sciences, 175(12), 423-430.
Todorova, G. (2015). Marketing communication mix. Trakia Journal of Sciences, 13(1), 368-374.
Unicom Teleservices. (2019, July 2). 12 Customer Service Challenges and How to Solve Them. Retrieved March 5, 2020, from https://www.unicomcorp.com/blog/12-biggest-customer-service-challenges-and-how-to-solve-them/
