BUSINESS

Student Name: Angelina Zimina

Certification: I certify that the whole of this work is the result of my individual effort and that all quotations from books, periodicals etc. have been acknowledged.

Student Signature: Zimina

Date: 10.08.2015

Student Registration Number: S14004770

Student email address: S14004770@mail.glyndwr.ac.uk

Programme: UG Business

Year/Level: 5

Academic Year: 2015/16

Semester: 3

Module title: Customer Service Excellence

Assignment no.: 1

Module code: BUS 541

Word guide: 3,000

Percentage Weighting of this assignment for the module:

Issue date: 30^th July

Return date: 20^th August

Lecturer: George Savva

Second marker: Gareth J. Harvey

Notes for students:

1. Hard copy of assignment should be stapled in the top left corner and submitted to the School Office.

2. Electronic copy of assignment must be submitted through Turnitin.

3. 10% of marks are awarded for satisfactory use of language and/or good presentation.

4. 5% of marks are awarded for satisfactory referencing and/or presentation of a bibliography where either is required. Note that all referenced work should be obtained from credible sources.

5. Students should ensure that they comply with Glyndwr University’s plagiarism policy.

6. Students should make correct use of the Harvard referencing method.

Learning Outcomes Tested in this Assignment:

1. To provide an introduction to the mastery of service in Hospitality and Tourism

2. To understand the impact of the guest experience on a service sector business

Overall Comment :

Mark (%)

Assessment Criteria

Weighting

Under 40%

40-49%

50-59%

60-69%

70%+

1.

Describes & critique what constitutes “Customer Service Excellence”

25%

2.

How can the concept of CSE be used to grow the hospitality industry in Europe?

20%

3.

How can operators in the hospitality industry ensure that their service provision aligns with consumers’ expectations?

25%

4.

What are the consequences to providers if consumers’ expectations are not met?

15%

5.

A well structured argument that includes a thesis, antithesis & synthesis.

10%

6.

Correct and appropriate referencing

5%

Additional Comments from Second marker or External Examiner (if required) :