BM5922: Research and write-up a critique or provide your point-of-view on the topic : With the rise of digital services and online self-help channels, interacting with customers through face to face is no longer essential as a communication channel. Customer Experience Management and Design assignment
Module / Subject / School:
BM5922 Customer Experience Management and Design
You will research and write-up a critique or provide your point-of-view on the topic listed below.
- With the rise of digital services and online self-help channels, interacting with customers through face to face is no longer essential as a communication channel.
In your analysis, you can choose to support, to argue against, or to be neutral on the topic. But your critique or point-of-view on the topic has to be supported by customer experience management and design (CXMD) theories or concepts obtained from research from textbooks, articles or journals. Do not quote evidence/ references from lecture notes/ tutorial notes, but you may use the knowledge from the lecture notes/ tutorial notes to do further research from other sources.
Your critique should be supplemented by actual industry or company examples, and other value-add topics, to substantiate your discussion.
The grading criteria in evaluating your assignment include your ability to provide depth and substance of your analysis, relate concepts and theories to support your discussion, and quality of writing. Marks will be deducted for improper and/or incorrect in-text citation, referencing & bibliographic citations; excessive spelling and grammatical errors; and poor organisation of content.
The written report should be in font type: Arial Point 11, 1.2 line spacing. As a guide, your report should be approximately 1200 – 1500 words in length, excluding cover page and appendices. The format of your report should include:
- Title page and title of the selected topic
- Introduction of the topic – stating clearly the area of discussion, your viewpoint, and THREE (3) key issues that are relevant to the topic that you will be discussing
- Discussion – including presentation of the THREE (3) key issues introduced, relevant analysis / explanation, supporting industry/company examples, and value-add topics (where applicable)
- Conclusion – including a summary and wrap-up of the discussion
- References List – Please refer to this guide on in-text citation and referencing for the research that you have done. You can include photos and screenshots to support your explanations and analysis.
What we score:
Our Writer’s Comment
This assignment tests students skill on presenting a business critique or point-of-view on a given topic.
Based on the assignment requirements provided, here are some comments to help students score well on this assignment:
- Well-defined task: To excel in this assignment, it is crucial to understand the task at hand. You need to research and write a critique or provide your point-of-view on the given topic. This requires a clear understanding of the topic and the ability to present a well-reasoned argument.
- Choice of stance: The assignment allows you the freedom to choose whether to support, argue against, or remain neutral on the topic. This empowers you to express your own perspective and encourages critical thinking and analysis.
- Research requirement: To score well, it is important to support your critique or point-of-view with customer experience management and design (CXMD) theories or concepts obtained from credible sources like textbooks, articles, or journals. Avoid relying solely on lecture notes and use them as a basis for further research. This will ensure that your analysis is grounded in scholarly research and demonstrates a deep understanding of the subject matter.
- Use of industry/company examples: Enhance the quality of your critique by supplementing it with actual industry or company examples. This adds credibility and real-world relevance to your discussion, demonstrating your ability to apply theoretical concepts to practical situations.
- Evaluation criteria: To achieve a high grade, pay attention to the evaluation criteria provided. Focus on providing in-depth analysis, establishing connections between concepts and theories to support your discussion, and maintaining a high standard of writing. Avoid common errors such as improper citations, referencing, spelling, grammar, and disorganized content.
- Formatting guidelines: Adhere to the formatting guidelines provided, such as using Arial font, size 11, and 1.2 line spacing. Additionally, ensure that your report falls within the recommended word count of 1200-1500 words, excluding cover page and appendices. Following these guidelines will ensure a polished and professional-looking submission.
- Structural components: Your report should include specific components. Begin with a title page that clearly indicates the selected topic. Follow with an introduction that defines the area of discussion, states your viewpoint, and introduces three key issues relevant to the topic. In the discussion section, present these key issues, provide analysis and explanations, support your arguments with industry/company examples, and consider including value-add topics where applicable. Conclude with a summary that wraps up the discussion effectively.
- References and visual aids: To support your analysis, include a comprehensive list of references following the appropriate citation and referencing style. Additionally, consider using photos and screenshots to enhance the clarity of your explanations and analysis. Visual aids can help convey complex ideas more effectively and make your report more engaging for readers.
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