Description
The a-s-s-e-s-s-m-e-n-t will8 minute speech + pptPlease see the questions shown in the screenshot. I will send you all the info after being hired, eg PPTs, student access etc. Please send a draft in 12hrs -1 day time, day 2, and day 3 as well. + Will need to draft some questions to ask the teacher and revise base on feedback (Send bk ard in 1 day max)
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Assessment 2 Information
Subject Code:
Subject Name:
Assessment Title:
Assessment Type:
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MKT203
Services Marketing
Service Selection and Failure
Individual video recording
8 minutes (no more)
30%
100
Online
Week 8
Your Task
Individually, you will be selecting a service failure you experienced recently to base your presentation
on. Then you are required to record an 8-minute video that shows you presenting slides containing
your responses to the tasks listed in the instructions below.
Assessment Description
This individual assessment aims to assess students’ ability to explain their consumer decisionmaking and consumption process with the help of the learnt concepts. Students will also be
showcasing their ability to relate other key concepts pertaining to the influence of customer experience
on service quality management and service failures. By completing this assessment, students will
also be applying the service marketing approaches to a range of business problems experienced by
the service provider.
Assessment Instructions
To begin with, you need to select a service failure you experienced within the last year. Discuss
your chosen service failure with your workshop facilitator in Week 6 to ensure you have selected a
valid and relevant scenario.
You are then required to prepare a video presentation in which you do the following:
1. Describe your 3-stage consumer decision-making and consumption process that led
you to select the service provider you experienced the service failure with. While doing so,
you should include as many concepts from the week 3 class as possible.
2. Identify and explain the types of complaints made by you, your 3-pronged approach to
complaining, the cause of the failure and failure attribution.
3. Discuss the gaps that seem to have led to the failure. What could the service provider
have done to narrow these gaps? Explain the solutions logically and corroborate them
through
research.
Carefully select a service failure that will enable you to elaborate on the maximum number of learnt
concepts (especially the ones listed above). The video presentation must include relevant concepts
from at least weeks 3-5.
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication
may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a
part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
In preparing this presentation, you must use at least five (5) sources of information. These may
include websites, social media sites, industry reports, census data, journal articles, and newspaper
articles. These references should be presented as in-text citations and a reference list at the end of
your written analysis (not included in the word limit). Wikipedia and other ‘popular’ sites are not to be
used.
Use of Generative Artificial Intelligence
The assessment tasks in this subject require you to demonstrate your learning, and while the
use of generative artificial intelligence is not prohibited at Kaplan Business School, it is important
to understand that information generated by GenAI tools, such as ChatGPT, Copilot, and DALLE, may be unreliable, inaccurate, and incorrect.
Therefore, you must ensure you use these tools cautiously and only as an aiding tool to help you
find relevant sources of information or form an understanding of a concept or theory. In doing so,
you must acknowledge GenAI use via appropriate in-text citation and referencing. Use of GenAI
tools that extend beyond this will be considered a breach of academic conduct, as per KBS’s
Academic Integrity and Conduct Policy.
Assessment Submission
Students are encouraged to submit their work well before the deadline to avoid technical difficulties.
For students with limited experience in video-making techniques and submission, it is recommended
to read the ‘Help with Kaltura video upload’ resource available to you under the assessments tab in
MyKBS.
Late Submission of Assignments
No late submission is allowed for the validation step in this subject. Please discuss this matter with
your workshop facilitator in advance if you require an extension. Alternatively, you can review KBS’s
Assessment Policy to understand more about Special Consideration requests.
Penalties will be imposed on late assignment submissions in accordance with Table 1 unless
approval in advance has been granted.
Number of
days
Penalty
1* – 9 days
5% per day for each calendar day late deducted from the total marks
available
50% deducted from the total marks available.
10 – 14 days
After 14 days
Assignments submitted more than 14 calendar days after the due
date will not be accepted and the student will receive a mark of zero
for the assignment(s) unless special consideration, reasonable
adjustment or an alternative factor related to compassionate
circumstances is approved and applied.
*Assignments submitted at any stage within the first 24 hours after the deadline will be considered
to be one day late and therefore subject to the associated penalty.
For more information, please read the full policy by visiting the following site:
https://www.kbs.edu.au/admissions/forms-and-policies
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication
may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a
part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
Important Study Information
Academic Integrity Policy
KBS values academic integrity. All students must understand the meaning and consequences of
cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.
•
•
•
•
What is academic integrity and misconduct?
What are the penalties for academic misconduct?
What are the late penalties?
How can I appeal my grade?
The answers to these questions can be accessed at https://www.kbs.edu.au/about-us/schoolpolicies.
Length Limits for Assessments
Penalties may be applied for assessment submissions that exceed prescribed limits.
Study Assistance
Students may seek study assistance from their local Academic Learning Advisor or refer to the
resources on the MyKBS Academic Success Centre page. Further details can be accessed at
https://elearning.kbs.edu.au/course/view.php?id=1481
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication
may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a
part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B.
MKT203 Assessment 2 Marking Rubric – Service Selection and Failure Service 30%
Marking
Criteria (__/100)
Decision-making
and consumption
process
__/30 marks
Complaints and
failure
__/25 marks
Gaps and
solutions
__/25 marks
Delivery
__/10 marks
Visual aids
__/10 marks
F (Fail)
0-34%
35-49%
P (Pass)
50-64%
C (Credit)
65-74%
D (Distinction)
75-84%
HD (High Distinction)
85-100%
You have provided no
You have provided too
You have provided a
You have provided a
You have provided a
You have provided an
description or a highly simplistic a description of partial description of the sufficient description of detailed description of the
insightful and detailed
insufficient description of the process, citing no or process, addressing the the three-stage process, three-stage process,
description of the three-stage
the process, citing no
limited scholarly
three stages briefly and including many relevant
including the most
process, including all relevant
scholarly literature.
literature.
including some relevant concepts, citing suitable relevant concepts, citing
concepts, citing expert
concepts, citing sufficient
scholarly literature.
strong scholarly
scholarly literature.
scholarly literature.
literature.
You have addressed
You have briefly
You have either addressed You have addressed at You have addressed all You have addressed all four
none/too few of the four addressed a few of the
at least two of the four
least three of the four four elements of the given elements of the given task
elements of the given
four elements of the
elements of the given task elements of the given
task very well. Your
very well, exceeding
task, citing no scholarly
given task. Your
properly or all of them
task well. Your
explanations are logical
expectations. Your
literature.
explanations are missing briefly. Your explanations
explanations are
and may have been
explanations are logical,
or too simplistic, citing no make some sense, citing sufficient, citing suitable
supported through
detailed and may have been
or limited scholarly
sufficient scholarly
scholarly literature.
research, citing strong
supported through useful
literature.
literature.
scholarly literature.
research, citing expert
scholarly literature.
You have identified
You have briefly
You have identified some You have identified most You have identified all the You have identified all the
none/too few of the
identified a few gaps and of the possible gaps and of the possible gaps and
possible gaps and
possible gaps and solutions.
possible gaps and
solutions. Your
solutions. Some effort has
solutions. You have
solutions. You have
You have corroborated these
solutions.
explanations are missing been made to corroborate mostly corroborated
corroborated these
very well through research,
or too simplistic.
these through research. these through research.
through research.
and your explanations are
strong.
Your presentation is
disjointed and
demonstrates limited
structure, thought and
consideration for the
intended audience.
Your presentation is
Your presentation is fluent
often disjointed but
but not always connected,
demonstrates some
demonstrating an
structure, thought and
adequate structure,
consideration for the thought and consideration
intended audience.
for the intended audience.
You have used no visual
You have used
You have used some
aids in the delivery of unsuitable visual aids in visual aids in the delivery
your presentation.
the delivery of your
of your presentation.
presentation.
Your presentation is
Your presentation is
Your presentation is excellent,
fluent, demonstrating
fluent, demonstrating a
demonstrating a
sufficient structure,
comprehensive structure, comprehensive structure,
thought and
thought and consideration thought and consideration for
consideration for the
for the intended
the intended audience.
intended audience.
audience.
You have used
adequate visual aids in
the delivery of your
presentation.
You have used
appropriate visual aids
that aid your delivery of
the presentation.
You have used impressive
visual aids that enhance your
delivery of the presentation.
Feedback and grades will be released via MyKBS.
COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969
This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or
communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher
education provider CRICOS Provider Code 02426B.
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