Customer Service Services And The Service Sector - 2162 Words

Since+ the global economy embraced customer service, issues regarding levels of customer service have become more prominent in service organisations. Even now there are organisational managers with no training or knowledge of how organisations in the service sector require a high level of customer service. This is ignorance of the fact good customer service can create a competitive advantage; increase profit; efficiency; and increase staff and customer retention and satisfaction. Based on comprehensive reading and research, this essay looks at examples of three service organisations and shows how many of the difficulties faced by the service sector are caused by a lack of awareness of, and training in the importance of excellent customer service. Gilmore (2003) describes a service organisation as one where the perceived value of the offering to the buyer is determined more by the service rendered than the product offered. Gilmore goes on to say customer service used within the service organisation is an act, process or performance. The service can be intangible, such as legal services, health care and cleaning services. Or it can be an element of a tangible product, like restaurants and retail outlets. The customer service used in service organisations are a series of customer experiences designed individually by the organisation to create customer satisfaction and retention. It is important to be customer focused in the way service experiences are delivered becauseShow MoreRelatedCustomer Service Quality and Customer Service Expectations in Banking Sector3705 Words   |  15 PagesCustomer service quality and customer service expectations in banking sector. Abstract This research explores the relationships between service quality, customer involvement and customer satisfaction in the highly competitive banking sector. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. The main aim is to find out customer service quality performed by banks at present and expectationsRead MoreReserach Proposal on a Delivery Process of Customer Service in Banking Sector Customer Satisfaction2175 Words   |  9 Pages.05 8. Population and sampling†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...05 9. Timing†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...06 10. Budgeting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..06 11. Conclusion†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1.0 Introduction Banking services remain one of the largest and fastest growing industries sectors in Bangladesh. This sector and this industry plays an important role to stimulates the development of new infrastructure that creates new income-earning opportunities. (Economic Report, various years). The Bangladeshi economy hasRead MoreThe Financial Service Sector Essay1290 Words   |  6 Pagesorganizations that deal in the management of money fall in the financial service sector. They deal in many different ways through institutions like banks, insurance company, debit cards, credit cards and tools like these that offer the customers power to buy. In Oman financial service sector is controlled by the Central Bank of Oman. This is the head institution for regulating the money matters in the country. Financial service sector in Oman has grown leap and bounds over the years. With the emergenceRead MoreEssay On Customer Service1066 Words   |  5 PagesSector Wise Customer Service provided Customer Customer Service Total Yes No Internal 22 78 100 22% 78% 100% External 38 62 100 38% 62% 100% Total 60 140 200 30% 70% 100% Fig. 5.17: Sector Wise Customer Service Provided It is evident from the table that the external customers, the majority of the respondents (78%) say that the public sector companies have not inclined towards the customer service in all aspects. There is a small percentage of the respondents (22%) who areRead MoreImpact Of Performance Parameters On Customers Satisfaction Level1733 Words   |  7 PagesImpact of Performance Parameters on Customers’ Satisfaction level of Bancassurance Services in Public and Private Sector Banks Ms. Nancy Arora* Ph.D, Research Scholar Department of Business Administration, CDLU Sirsa-125055(HRY) nancyarora142@gmail.com Dr. Arti Gaur** Assistant Professor Department of Business Administration, CDLU Sirsa-125055(HRY) artigaur2009@gmail.com Abstract: Bancassurance, which basically involves banks acting as corporate agents for insurers to distribute insuranceRead MoreTypes Of Organisation And Public Sector Organisations1116 Words   |  5 Pages P1 Types of Organisation Public Sector Organisations Private sector organisations Voluntary sector organisations. Under Private sector we have Sole traders, Partnership, Private Limited Company (LTD), Public Limited Company and the Franchise Under Public sector organisation we have, UK Government, Local Government, Executive Agencies, QUANGOs, State owned companies, Public sector organisations -These are organisations that are owned and run by the state or Government for the people and the taxesRead MorePrivatization Of Municipal Solid Waste1287 Words   |  6 PagesEnterprises which provides contracting services for pipeline maintenance, tank services, erosion control, vacs trucking, one-call monitoring, right of way clearing, pig tracking, and emergency response believes municipalities should be more open to privatization of collection services (Begley 2011). Begley believes that communities have resisted privatization because solid waste management systems have always been considered a utility provided by the public sector (Begley 2011). He points to the economicRead MoreCustomer Service Level 2, Unit 2 Section11154 Words   |  5 Pagesaffect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. Organisation type | Name of organisation | Description of products and services | Commercial organisation | McDonalds | McDonald’s is a food service retailer and aimed at making profitRead MoreThe Growth And Development Of The Banking Sector1280 Words   |  6 Pagescontributed to the increased growth and development of the banking sector. The finance industries implement a distributed information center. The client’s data and information regarding the transactions get replicated in different terminals to enhance the easy transactions between the bank customers and the corporate firms. The bankers think about the customers in different perspective regarding security and providing quality services. What is Big Data? The big data refer to the collection of data andRead MoreKey Success Factors For Global Telecommunications And Internet Services Markets1748 Words   |  7 Pagestelecommunications and internet services markets. Economies of scale: Providers that can spread their fixed costs across a large subscriber base hold a competitive advantage. Providers should exploit opportunities to expand market share through penetration or geographic expansion for market development. Ensuring pricing policy is appropriate: Price is a major basis of competition given that the most basic providers are now commoditized. Intense competition puts customers at the advantage. Niche companies

The Ageing Population And Developments Within Canada Is...

Introduction The Ageing population in comparison to labor productivity and developments within Canada is reaching crisis level. Population analysts have explained that Canada needs an immediate overhaul of its migration policy to be able to contain the looming crisis caused by the ageing generations (Gazer, 2016). Currently it is estimated by 2021; approximately more than 17% of the total Canadian population will be over 65 years of age. Gazer (2016) explains that this represents an approximate 7 million people with the number projected to increases to almost 20 million representing 22.6% of the entire Canadian population. Government departments, state corporations, institutions and private organization require adequate professional†¦show more content†¦The population control ideology led to the introduction of birth control methods within the child bearing populations with the models focusing on budget cutting measures and future plans determinations. The focus of government and states changed to the acquisition of wealth and economic stability with the reasoning that a stable country is one that meets its moral and statutory obligation of the provision of quality services to the citizenry (Keynes, 2016). The states and nations embarked in the provision and delivery of quality service to the population. The period witnessed the emergence of organized social security services to the citizenry. Health insurance, social and economic support to the citizens considered as poor. Keynes, (2016) asserts that working population who also happened to belong to the child bearing ages shifted concentration to economic stability and improved livelihood practices through manageable family sizes with more focus directed towards education and skills building. An average family size was no more than 4 in size on the maximum with majority of couples siring only a single child. The population control models and practices led to generational gaps existing within the society (Khan, 2015). Common to find are the complete absence of a generation within the society. The hospital maternity departments experienced cuts with very low delivery levels experienced. Coale, Hoover (2015) explains that even though theseShow MoreRelatedWine Consumption Essay examples6888 Words   |  28 Pages A brief overview of the current global business environment. a-1. Figure 12 wine consumption a-2. Top 10 wine consumers a-3. Changing in total wine consumption b. Discuss any market trends or developments that are relevant or may impact on the organisation 1-a. 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Revenue Management System or Strategy

Question: Discuss about the Revenue Management System or Strategy. Answer: Introduction This report is based on the subject of revenue management. This report is prepared to present a proper revenue management strategy to the General Manager of Novotel Sydney on Darling Harbour for the financial year July 2016 to June 2017. The report has emphasized mainly on four key areas of the business and that areas are market segmentation, competitors analysis, demand forecasting and channel analysis. All of these four areas are related to the revenue earning capacity of the company. At the end of the report, conclusion is derived by considering the overall findings of the study and after that, recommendations are provided for the future revenue management of the company. Revenue management Revenue management refers to the business activity that helps to apply different techniques that predict the behavior of the customers and the future market trend at micro level. Revenue management system helps to maximize the growth of the revenue by optimizing the availability of product or services and price for the same. Novotel Sydney Darling Harbour is one of the well-known hotels that is operating its business successfully in Australia. However, recently, due to the increased competition in the market, the company is trying to improve its business performance by improving its revenue management system in a better manner. The revenue of a business organization is dependent on the market segments in which the organization operates the business. At the same time, revenue is also dependent on the demand and price of the product and services (Novoteldarlingharbour.com.au 2016). Therefore, it order to derive the best strategy for revenue management of Novotel Sydney Darling Harbour, it is important to analyze the market segment, competitor set, future demand and business channels. The analysis of each of these segments is stated below: Analyzing the market segmentation Novotel Sydney Darling Harbour provides its services at 4.5 star level. Presently, the hotel is providing all the possible comfort to its customers. The services of the hotel include car parking, car rental, dry cleaning, laundry service, hotel to airport transport, wireless internet connection, 24-hours room service and others. The management of the organization has segmented the market by three strategies psychographic segmentation, demographic segmentation and geographic segmentation (Novoteldarlingharbour.com.au 2016). Psychographic segmentation: The organization that is Novotel Sydney Darling Harbour has done the psychographic segmentation as per the life style of the people. The company has divided the market into two categories people who prefer to live advanced life-style and people who want to live general life style. The company has segmented the market as per the life style because the hotel business is dependent on the life style of the people. The people, who come under the first group, prefer to avail the services at 5 star, 4 start or 3 star level. However, the second group prefers to choose the hotels that provide the service at 2 star and 1 star level. Between two segments the company has targeted the first segment, means the people, who prefer to live advanced life-style (Novoteldarlingharbour.com.au, 2016). Demographic segmentation: Novotel Sydney Darling Harbour has segmented the market as per the demographic characteristics also. Mainly two factors the company has considered and that are income level of the people and age group of the people. As per the income level, the organization has divided the market into three categories high-level income group, upper middle-level income group and middle-level income group. The management of the company has targeted the first two level income group because the services that the hotel provides to the guests are of high quality and advanced (Masiero, Pan Heo, 2016). Therefore, the management needs to charge high price for the service, which can be availed by high-level income group and upper middle-level income group. On the other side, as per the age, the company has divided the market in to two segments people below 18 years age group and people above 18 years age group. The company has targeted the second age group because that age group i s able to take their own decision regarding the choice of hotels (Aha.org.au, 2016). Geographic segmentation: As per the geographic segmentation, the management of the hotel has segmented the market into three categories Asian market, European market and African market (Solnet, Boztug Dolnicar, 2016). Among all of these three segments, the hotel has given the first priority to the European market because each year maximum number of tourists or guests comes to Sydney from the European country. However, the organization has not ignored the other two segments of the market. In order to manage the revenue of the organization in a better manner, the management has can launch package system (Patiar, 2016). This package system will include different packages for the hotel guests. In order to create different packages, the management needs to consider the needs of each of its target segment. At the same time, the management can set the pricing as per the services available under each package. The possible packages are shown below: Market segments Available services Price European, Asian and African high income group Luxury accommodation, Wilson parking, dry cleaning, hotel to airport or city transport, laundry service, high speed wireless internet service for 24 hours, 24 hours room service, free breakfast, lunch, dinner, Yoga room, current Sydney and international channels, in balance gym, special accessible rooms, 24 hours telephone service, separate smoking zone and outdoor swimming pool. $1200 per night European, Asian and African upper middle-class income group Luxury accommodation, Harris street parking, 24 hours room and telephone service, laundry and dry cleaning service, free breakfast and dinner, 24 hours internet and TV channels, separate smoking zone and transport service to airport. $800 per night European, Asian and African middle-class income group Luxury accommodation, street parking, 24 hours room, telephone and internet service, laundry service, TV channels, free breakfast and different smoking zone. $400 per night Table 1: Proposed packages (Source: Created by author) Analyzing the competitor set There are four hotels, which are considered as the major competitors of Novotel Sydney Darling Harbour. The names of these competitors are Four Seasons Sydney, ADGE Apartment Hotel, The Langham Sydney and The Westin Sydney. All of these competitors are large hotels in Sydney, which are having the service facility at 4 to 5 star level. If the comparison is done between the performance of Novotel Sydney Darling Harbour and its competitors, then it can be said that Novotel Sydney Darling Harbour can improve its pricing strategy to improve its revenue management system. As price is the most important element of revenue management system of the organization, therefore, in order to analyze the revenue management of the competitors, it is very important to analyze their pricing strategy. As per the current pricing strategy at Four Seasons Sydney, the guests or tourists can enjoy the price discount offer for the time span between October to November in each year. At the same time, Four Seasons also provides offers in different packages. The pricing at Four Seasons Sydney is divided in to five packages Sydney Gateway, Advance Purchase, Bed and Breakfast, Romance package and New Years Eve. These five packages are available at different price ranges. In case of Sydney Gateway, the hotel offers 15% off on overall price; in Advance Purchase, 25% price off is available; in case of the Romance Package 2% surcharge is applicable and the rates change as per the availed services. Therefore, the revenue management system of the hotel becomes easier for the managers (Fourseasons.com, 2016). At ADGE Apartment Hotel, the price range varies as per the seasons. In the season between August to November, the hotel offer the services at 50% off. There are no such different packages available at ADGE Apartment Hotel. However, this hotel charge extra price for the reservation service (Adgehotel.com.au, 2016). On the other side, the price at The Langham Sydney varies as per the types of rooms. They offers different types of rooms like, Grand Langham room, Terrace room, Junior suite, Langham suite, The Residence and The Observatory suite. The price range differs as per the choice of rooms. At the same time, The Langham Sydney offers different packages also (Langhamhotels.com, 2016). Apart from these three, the price range at The Westin Sydney also has a specific structure. The price range at The Westin Sydney differs as per the availed service and booking system. If the guests book the hotel room through direct hotel channel, then they do not have to pay for the Wi-Fi facility and water. However, if the people book the hotel room through some different agencies, then they have to pay extra money for Wi-Fi and water (Westinsydney.com, 2016). Therefore, in the above discussion, it can be identified that the major competitors of Novotel Sydney Darling Harbour has applied different pricing strategies in order to manage their revenue in better way. The competitors have managed their revenue by providing different offers and packages, so that the guests or customers feel value for their money. Moreover, maximum competitors of Novotel Sydney Darling Harbour have applied the offer strategy for better revenue management. This particular strategy helps the hotels to attract more customers during the pick seasons like, July to November. Demand forecasting Hotel or Hospitality industry in Australia is the most important sector of the country. Due to the beautiful natural view and wildlife, the country is always at the top choice to the tourists in different countries. Among all of the tourist places in Australia, Sydney is the most popular and currently it is occupying 74.4% of hotel accommodation. However, as per the comment of Baker Magnini (2016), the overall revenue of the industry is declining because of decrease in the demand from tourists and corporate segments. On the contrary, Yang Cai (2016) mentioned that the hospitality industry in Australia has achieved 3.1% annual growth during 2015-2016, which denote the sector is having demand at a satisfactory level. Therefore, from the above information, it can be clearly understood that overall demand in the hotel industry is still at positive point and the revenue growth of the industry is going on. This is good for the organizations, which are operating their business in the Australian Hospitality industry (Ortega Ortega, 2016). The industry data has also disclosed that the hospitality industry in Australia is providing service to 1 million visitors or tourists in each year since 2010 (Tan, 2015). However, Kandampully Zhang Bilgihan (2015) stated that before the financial year 2010, the industry provided service to one and half million people. This is clearly disclosing the fact that the demand has declined. According to Tang, King Kulendran (2015), the main reason behind the declined demand in Australian hotel industry is the global financial crisis. The number of visitors from the corporate segment has declined in last five years. Therefore, the above discussion is indicating that Novotel Sydney Darling Harbour needs to take careful steps to maintain its financial performance. As the demand is declining due to the global financial crisis, the organization needs to take better pricing strategy so that it can attract the corporate segment again. Cox (2015) noted that currently the people in the corporate segment think to save their money for better future. This type of mentality of the people may create barrier for the company in enhancing the number of customers. At the same time, Tan (2015) added that the continuous rise in food price, energy cost and interest rates is de-motivating the people to avail the service of luxurious hotels. Therefore, it can be said that in coming financial years, the company needs to revise its pricing strategy to manage its revenue in better manner. It is expected that in the next financial year, the demand will not decline if Novotel Sydney Darling Harbour start the package system. It can also be expected that the hotel will be able to attract at least 20% of the total visitors in the industry. The demand is expected to be similar like this year. However, the management of the organization needs to take appropriate steps in order to face any uncertain situation. Channel analysis Tourists and the other visitors are the most important element for the better revenue management of a hotel (Weatherford, 2016). Better revenue management denotes better improvement in the revenue volume. The revenue of the organization that is Novotel Sydney Darling Harbour can be improved by using proper channels. The revenue growth of the organization is highly dependent on the channels that it uses for creating awareness among the people regarding its services. Nieves Diaz-Meneses (2016) suggested that in order to increase the revenue, the hotels in Australia must focus on the technological advancement. The use of better technology will help the managements to provide the service within minimum possible time. The adoption of digital marketing is the better way to improve the revenue. Presently, Novotel Sydney Darling Harbour uses the social media and personal websites to promote their new offers and services. The use of social media is very effective in the current situation because most of the people use social media for different purposes (Ng Lien, 2014). Therefore, by using social media, it becomes easier to attract the people. At the same time, the use of social media is less costly for the organization. However, as social media is a very common platform, most of the hotels in Australia and other countries are using this channel for promoting their services. There are many hotels in Sydney, which are using the email strategy for providing personal touch to their existing and prospective customers (Melissen, 2013). However, this type of strategy has not been taken by Novotel Sydney Darling Harbour. On the other side, the use of personal website as the channel of promotion is not effective to attract the customers, who have no idea about the hotel (McManus, 2013). If a person does not know anything about the services of the hotel or the name of the hotel, then it is very difficult to attract the person through websites. Therefore, using the website, Novotel Sydney Darling Harbour cannot attract more customers or in the other words, the hotel cannot increase its revenue more. Therefore, in order to improve the revenue management of Novotel Sydney Darling Harbour, it is very important to use new channels for promotion (Mok, Sparks Kadampully, 2013). As the current market is very competitive and the demand in the industry is declining, it is very essential to use advanced channels for promoting the services. However, at the same time the management of the organization also needs use such a channel that can represent the company to a wide range of customers. In that case, Novotel Sydney Darling Harbour can use television advertisement and sales promotion. With the help of television advertisement, the management of the hotel can reach to a large number of prospective customers. Television advertisement not only helps to attract the young people, but also helps to attract the old people, who are not much accustomed with the use of social media and visiting the companys website. Apart from the television advertisement, the organization that is Novotel Sydney Darling Harbour, can also apply the sales promotion strategy. Sales promotion is such a channel that attracts not only the new customers, but can attract the old customers or guests also. Different offers and discounts help the management to compete in the market and attract the customers of other hotels. However, the offers and discounts must be competitive enough. Conclusion In this report, it has been identified that presently, the demand in the Australian hospitality is in declining trend. After the financial year 2010, the number of visitor in the Australian hospitality industry decreased from one and half million to one million. One of the main reasons behind this declining situation is the global financial crisis. Due to the global financial crisis, the people became more conscious about savings. They are more interested to save their money for future. The number of visitors from corporate segment has decreased tremendously. In case of Novotel Sydney Darling Harbour, the management has segmented the market as per psychographic, demographic and geographic segments. As per the segmentation done by the management of Novotel Sydney Darling Harbour, the hotel has prioritized the European segment than the Asian and African segment. The organization has focused on the age group that is above 18 years and at the same time, the organization has also focused on the higher-class and upper middle-class income group. Apart from that, the report has also identified that there are four major competitors of Novotel Sydney Darling Harbour. The competitors of the organization have applied different pricing strategies to improve their financial performance. However, in order to improve the revenue management, Novotel Sydney Darling Harbour needs to use better channels for promoting its services. Recommendations As per the analysis and discussion done in the report, the following recommendations are made for better revenue management of Novotel Sydney Darling Harbour: Adopt the package pricing system: This is one of the best strategy for better revenue management at Novotel Sydney Darling Harbour. The package pricing system will help the management to control their cost because the company will provide specific services in specific package. Apply new and advanced technology: Novotel Sydney Darling Harbour can apply advanced technology to provide its services within a short time span. This will help the organization to satisfy its customers in better manner, which will ultimately help to enhance the customer base. Use television advertisement and sales promotion: The hotel can use the television advertisement and sales promotion as the channels for promoting the services. These two channels are very effective to attract a large number of customers. Reasonable price range: The management of the hotel needs to keep the price at a reasonable range because due to the global financial crisis, the spending capacity of the people has dropped down and the people are interested to save money. Therefore, to attract the customers Novotel Sydney Darling Harbour needs to keep the price range reasonable. Reference list: Adgehotel.com.au. (2016). Adgehotel.com.au. Retrieved 7 August 2016, from https://adgehotel.com.au/ Aha.org.au. (2016). Australian Hotels Association. Retrieved 7 August 2016, from https://aha.org.au/ Baker, M., Magnini, V. P. (2016). The evolution of services marketing, hospitality marketing and building the constituency model for hospitality marketing.International Journal of Contemporary Hospitality Management,28(8). Cox, C. (2015). Consumer experiences of accommodation deals purchased via social coupon promotions: An Australian perspective.Journal of Hospitality Marketing Management,24(6), 609-632. Fourseasons.com. (2016). Fourseasons.com. Retrieved 7 August 2016, from https://www.fourseasons.com/sydney/ Kandampully, J., Zhang, T., Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry.International Journal of Contemporary Hospitality Management,27(3), 379-414. Langhamhotels.com. (2016). Langhamhotels.com. Retrieved 7 August 2016, from https://www.langhamhotels.com/ Masiero, L., Pan, B., Heo, C. Y. (2016). Asymmetric preference in hotel room choice and implications on revenue management.International Journal of Hospitality Management,56, 18-27. McManus, L. (2013). Customer accounting and marketing performance measures in the hotel industry: Evidence from Australia.International Journal of Hospitality Management,33, 140-152. Melissen, F. (2013). Sustainable hospitality: a meaningful notion?.Journal of sustainable Tourism,21(6), 810-824. Mok, C., Sparks, B., Kadampully, J. (2013).Service quality management in hospitality, tourism, and leisure. Routledge. Myung, E., McClaren, A., Li, L. (2012). Environmentally related research in scholarly hospitality journals: Current status and future opportunities.International Journal of Hospitality Management,31(4), 1264-1275. Ng, E., Lien, C. Y. (2014). Impact of social media in service innovations: An empirical study on the Australian hotel industry.Quality innovation: knowledge, theory, and practices, 390-405. Nieves, J., Diaz-Meneses, G. (2016). Antecedents and outcomes of marketing innovation: an empirical analysis in the hotel industry.International Journal of Contemporary Hospitality Management,28(8). Novoteldarlingharbour.com.au. (2016). Novoteldarlingharbour.com.au. Retrieved 7 August 2016, from https://www.novoteldarlingharbour.com.au/ Ortega, B., Ortega, B. (2016). 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You will also refine your ability to analyze literary texts, learning about he basic principles that are important to critical writing and reading. These skills will enable you both to understand the complex issues that surround us and to act upon this knowledge. Criteria for Success: Do not view this class as a throw-away requirement but instead recognize this course as an opportunity to refine your ability to think and to write about important issues in critical and effective ways with the support and encouragement of your peers. Attend class regularly, arrive on time, with all electronic devices turned OFF, and stay for the entire period. Complete all empower on time and come to class prepared to discuss readings and other assignments. Complete all essays on time and provide all back-up materials required for each assignment. Course requirements: You will write three essays and a number of short pieces in this class. Essay assignments will vary in length from 1000 to 1500 words or approximately four to six pages. All essays will require first, second, and final drafts. Your classmates and instructor will comment on your drafts and provide suggestions for improvement. These should give you a clear idea of how much revision each piece needs. In addition, you will revise one of your first two essays and write a reflective introduction in which you explain your development as a writer in this course. This class will also include daily reading assignments, written responses, quizzes, and instruction on mechanical and grammatical conventions. Grading Policy: Your final grade will be based on the following course requirements: Essay 1 15% Essay 2 Essay 3 Participation Homework 25% Revised Essay Note: For each essay assignment, you need to attend all sessions of peer review and submit copies of your rough drafts with your final draft.If you sis peer review without a valid, documented excuse, I will deduct 10 points from your grade on the final draft. Note on grades in general: A C is the average grade for a student in English 185. This grade shows that you have successfully completed all of the assigned steps in constructing each essay: done all of the preparatory reading and pre-writing participated in group discussion, worke d through and prepared at least one rough draft, received response from your peer group in class and/ or from me in conference, revised the essay as necessary, and submitted the paper in final form for evaluation.A grade of C in this class requires a good deal of work; this is an honorable grade and must be earned through serious effort. Absence policy: Because writing skills develop over time, students regular attendance is essential in English 185 You are allowed three absences without penalty for the entire semester. After three absences, will deduct one point from your final grade for each additional absence if you do not have a valid, documented excuse. Further, you are responsible for any work due or assigned on the day of your absence.I reserve the right to amend or abridge the class schedule at any time. If you are not in class, you must make sure no changes have been made during your absence. Make-up Policy: I do not accept late work for full credit; however, I realize that during the course of the semester, various illnesses and emergencies will arise, so I will give each student an extension on one Of the three take-home essays. With this extension, you will be able to submit the paper at the start of the following class meeting. In order to take advantage of this extension, you must communicate with me at least 24 hours prior to the essays due date. If you turn a paper in late without prior permission, will lower your read by 1 0 points every day that the essay is late. Behavior: This is a university class, and students should be respectful of all people in the academic setting. Students should also be respectful of differences of opinion as divergent interpretations often lead to stimulating and rewarding class sessions. Ill not tolerate any disruptions talking while someone else is speaking, answering your cell phone during class discussion, sending text messages during the period that adversely impact either my ability to conduct class or my students ability to learn. If your behavior is not appropriate to the academic setting, will ask you to leave class for the period, mark you absent, and deduct ten points from your participation grade. Academic Honesty: Plagiarism will not be tolerated in this class or any other at Oxford College. This course requires research on some assignments and takes advantage of group collaboration, critique, and/or brainstorming. It can be hard to clearly separate your own thoughts and analysis from those of others. Here are some guidelines: Plagiarism is the act of using ideas, words, sentences, or paragraphs without giving credit to the author and presenting these words or ideas as your own. Plagiarism is also the act of allowing someone else to substantially edit, alter, or write an assignment for you.The most common type of plagiarism is accidental and usually done out of confusion and inexperience. The student usually does not realize what he or she is doing is wrong or may not know how to cite sources correctly. We will be examining this area closely in class. Please feel free to ask questions about this subject It is your responsibility to understand the Honor Code, which you can read about in the Oxford College Catalog. If you have any questions about this logic, please ask me before submitting the first essay.