HC2112 SERVICE AND RELATIONSHIP MARKETING

Student Number: (enter on the line below)

Student Name: (enter on the line below)

HC2112

SERVICE AND RELATIONSHIP MARKETING

final assessmeNt

Trimester 1, 2021

Assessment Weight:       50 total marks

Instructions:

  • All questions must be answered by using the answer boxes provided in this paper.
  • Completed answers must be submitted to Blackboard by the published due date and time. 
  •  
  • Submission instructions are at the end of this paper.

Purpose:

This assessment consists of six (6) questions and is designed to assess your level of knowledge of the key topics covered in this unit

Question 1 Week 4                                                                                                                                                                                                                                                                                     ( 11 marks)

Distinguish between core, facilitating, and supporting services, and explain the potential value each service offers. Provide an example for each service and discuss. (Word count: 500 words)

ANSWER:  ** Answer box will enlarge as you type

A core service is regarded as vital for the health and safety of the public. The area financed by the County in this category comprises roads, prison, enforcement, and needed maintenance for public/mental health services and other social services of the state or other income sources. The increased service offer mixes what is available with how it is provided. Interaction between clients and other clients Customers are included in the provided product.

The listed core services correlate to their key business sectors. The usual outsourced services include maintenance and repair. The instances constitute two main techniques for outsourcing: 1) market-based outsourcing to external providers and 2) internal subsidy outsourcing. Immobilization and cleaning are market-based services. The services have been somewhat standardized and the marketplaces have been quite competitive. Machines were mostly centered on projects, including production, installation, and commissioning services. The support services are designed to assist clients to make use of the core services and often are knowledge-intensive. Some of these support services are strongly tied to security and health, such as risk analysis, safety training, and auditing. The support services enable the core services to be performed. Examples of facilitating services include logistics, communication systems, and the provision of personal protective equipment.

Question 2 Week 7                                                                                                                                                                                                                                                                                     (7 marks)

From a customer perspective, what defines value in each of the following service settings:

  1. a nightclub
  2. a hairdressing salon
  3. a tax accountant

(Word count: 300 words)

ANSWER: 

  1. Although present research on bouncing nightclubs mostly focuses on the physical policing of rowdy customers by bouncers, Clubbers consider a club’s most vital elements to be equality between men and women, good music and advantageous prices, a wide selection of beverages, and nice lodging(Søgaard et al,2019). VIP guests don’t like a number to be treated. You should be greeted at the door, led down to your seat, provided the best-selling liquors, and served by your favorite waitress. The use of a CRM system helps to track this information so that all employees have a smooth VIP service.
  2.  Exhibition during a show of hair and beauty, have your channel on YouTube. Contain popular sites, posters. try to Sponsor events for charity, Encourage a package for lunchtime, Create your salon with an Insta-Friendly Space. Happy staff and customers who are particularly at your trade fair are the keys to success. The success of a salon depends mostly on being able to communicate efficiently with customers and workers. The communication abilities required in a trade fair include problem-solving and effective customer relations.
  3. Communicate clearly to acquire new tax clients, Highlight the contest, Enhance your reputation, Enhance your reputation, Woo your outlook for great content, Make the new customer embarkation pain-free. From conventional personal meetings and letters to emails, instant messaging, and social media, you have so many opportunities to communicate with prospects. First, find out how your customers want to communicate with you. Just ask them. Ask them. You and your company are also prepared, online, via a portal, by text message, or by telephone call, to communicate at that forum. In such communications preferences, you may detect generational tendencies, which can allow you to gain new tax customers.

Question 3 Week 8                                                                                                                                                                                                                                                                                     (11 marks)

What are the factors that make frontline work stressful and difficult? Provide an example and explain how this business could manage these difficulties for their employees to achieve better customer service and satisfaction. (Word count: 500 words)

ANSWER: 

During the COVID-19 epidemic, frontline employees have suffered significant and unparalleled pressures, which have jeopardized their physical, emotional, and social well-being (Lemieux‐Cumberlege and Taylor, 2019). Excessive stress can have a lot of adverse effects on the emotional and mental well-being of frontier employees over longer durations. It could:

Conduct to burnout.

Stimulate the start of typical mental disturbances like depression and anxiety or stress disorder after trauma (PTSD).

Result to unhealthy conduct such as the use of cigarettes, alcohol, or other materials that may lead to problems in the use of substances. This leads to frequent job absenteeism or poor productivity while working.

Methods to overcome problems are listed below-

Put things in view

Take stock of the things you control and the obstacles that you do not control. Please spend time every day telling you some of the things that you have done.

Stay up to date- Fill in on themes like case identifying, infection control and prevention (IPC), or on any subject that is important to your involvement in the response from credible sources such as WHO and your local health authority.

Consider using a reliable provider’s online courses and keep those instruments in the field accessible.

Take care of themselves better

Take time to take little acts which regularly offer happiness, comfort, and self-esteem.

Practice strategies such as breathing, gradual muscular relaxation, grounding, and attention.

Follow your therapy

If you are being treated for a mental illness, keep to your medicines and contact your mental health care provider if necessary to make modifications to your diet.

Where psychological help from person to person is problematic, seek virtual alternatives.

Know your restrictions

Consider how you may lessen some pressure at work or home, if you feel overwhelmed and unable to cope, and address it with your supervisor or your family members.

It is also necessary to monitor symptoms and report occurrences of exposure promptly or if you are suspected of being sick.

Increase the risk of suicide between front-line professionals, especially health personnel.

Avoid excess information

Try to restrict your media coverage, including through social media, to as much as feasible.

Evite unchecked sources of medical knowledge and strive to prevent myths and rumors from spreading.

Avoid overloading information

Try to limit your visibility, even via social media, to media coverage.

Evite unreliable sources of medical information and strive to avoid myths and rumors being disseminated.

Stay online

Take advantage of text or video chat for friends and family and join meals or social events.

Exchange help with reliable employees, since many had similar experiences.

Stay in touch

Take advantage of text or video chat for friends and family members and join meals or social events. Exchange support with confident employees, since many may have similar experiences.

Support yourself

Get acquainted with your rights to defend yourself. For example, define your reimbursement and treatment rights for infection or legal protection against assault and harassment.

Contact your boss honestly and ask for help, such as adjustment of work (e.g. flexible timetable, rotation to less stressful duties), extra protection equipment, or training. Instead of expressing concerns separately, consider employing a lawyer as a trusted senior colleague.

Question 4 Week 9                                                                                                                                                                                                                                                                                     (7 marks)

Select a bad and a good waiting experience you had recently, and contrast the two situations concerning the aesthetics of the surroundings, diversions, and other people waiting. (Word count: 300 words)

ANSWER: 

People tend to recall terrible events more clearly than positive myopic ones. Groupon has recently left an unpleasant taste in my mouth. My partner and I looked for months to get a new mattress. We opted eventually to go on this website with a memory foam mattress because we’ve got one in our guest room that everybody seems to like. We also picked the option to buy the mattress for the base. The foundation appeared last week but no mattress was in sight. People tend to more vividly recall poor experiences than pleasant myopic experiences. A recent incident with Groupon left a nasty taste in my mouth. My friend and I looked for months to get a new mattress. We opted to go on this website with a memory foam mattress since in our guest bedroom we have one that everyone seems to enjoy. We picked the option for the mattress to buy the foundation also. It appeared last week, but no mattress was in sight.

I had a nice waiting experience when we went to buy a car at a dealership. The environment was peaceful around me and strong noises did not distract anyone. The time for paper processing was meant to wait there. We were served drinks and then we were issued with a high-tech tablet. Internet connection was provided. The movies were mostly concerned with the functionality of the automobile we bought. However, we also had the opportunity to browse personally if necessary. We were working in our world when we were interrupted between them to inquire whether we needed any assistance or occasionally a signature. The wait there was quite soothing and the company’s service proved to be superb. Now we can see why the organization is so renowned in our region.

Question 5 Week 10                                                                                                                                                                                                                                                                                   (7 marks)

Identify the guidelines for effectively designing and implementing a customer service strategy. Which of the guidelines do you think are the more important ones? (Word count: 300 words)

ANSWER: 

The guidelines are listed below for a better understanding of reader-

Creating a vision for customer service

The first stage in developing a client service strategy is to communicate the vision of the client service to personnel.

Evaluation of client requirements

Without knowing what consumers desire, companies can not satisfy their consumers’ demands.

Organizations frequently fail, they squander important resources and provide products and services that the client believed they wanted just to find out what the consumer wanted (Elsbach, and Stigliani, 2018). The difficulty is to know what the consumer wants and to plan for those requirements. The first stage of an attempt to enhance the customer is to talk with the consumers to determine their perceptions of the services offered.

Employ the right people

Recovering the consumer is another element in a successful customer service approach.

Screen staff to ensure that they have the readiness and competence to promote a good atmosphere of customer service.

Competence may be learned but personality and attitude cannot be taught.

This is unfortunate, but not everyone should communicate with clients.

Set customer service objectives

Employees must grasp what the purpose is to assist the company achieve its business goals.

For example, if a customer call center is operated, a goal may be to reply in X minutes to all calls and hold staff responsible for this standard.

Train the staff

If you hire well, it will be natural for your personnel to properly service their clients.

All, however, may benefit from practical training on the customer service strategy of the company. Staff needs to know what they desire. The training should explain how the company wants the staff to comply in all situations and to help the staff learn how to respond.

Accountable Hold People

Employees should know how their service to the client influences the overall success of the firm and should be held responsible for reaching customer satisfaction goals.

Good service reward and recognition

A well-conceived system should be in place to recognize and reward personnel for providing excellent service.

Employees require a strong customer service culture and should be honored when demonstrating their desired conduct. For instance, ask for comments from your clients so that you may identify and recompense your top service providers with gift cards, an unexpected bonus, or lunch.

Question 6                                                                                                                                                                                                                                                                                                    (7 marks)

Why does consumer perception of risk constitute an important aspect in selecting, purchasing, and using services? How can firms reduce consumer risk perceptions? (Word count: 300 words)

ANSWER: 

The perceived risk is a consumer’s uncertainty, particularly when buying vehicles, homes, and computers, for example. Whenever a buyer contemplates the purchase of a thing, he or she has various reservations, particularly if the product is excessively pricey.

Financial – Every consumer suffers some extent of financial risk. They are afraid that a purchase might strip them of their income sources at that time or in the future.

Functional – The perceived risk may involve worry and/or doubt about the consumer’s failure to execute the intended function of the goods they buy.

Social – This kind of risk concerns the social position of the consumer. If a person is of a high or rich social class, he wants to buy items that his peers also purchase (Lăzăroiu et al, 2020). They may opt, for example, not to purchase a cheap automobile because of the concern their friends could disapprove of or their social position may affect their counterparts.

Financial – Each customer has a certain amount of financial risk. They fear that a purchase may then or in the future deprive them of their sources of income. For example, buying a car might provide them little or no money or credit for the next months or even years that would impact their income.

Physical — A product that might cause a person or his family physically harmful produces a perceived danger. For example, the purchase of a rifle. The weapon may inadvertently fail and cause an accident. A book may seldom do bodily injury, on the other hand.

Procedure to reduce risk are listed below-

Determine possible risks – A consumer’s judgment that a meal or drink does not taste nice can be so easy. More serious might also concern over the safety of a product, the adverse effects of medicinal products, or the security of online financial transactions.

Furnish target data- Clear consumer objections from academic, public, and professional organizational sources using objective facts.

Garanties provide –These might include an offer of cashback, substitution, or repair. See your history of customer service and assess how likely you are to replace or repair your goods. In the past, your financial risk may be quite modest with a guarantee if you have little desire for this.

Use approvals- Consumers might be more confident about a product if a person or organization they trust supports it

REFERENCES

Søgaard, T.F. and Krause-Jensen, J., 2019. Bouncer service work: emotional labor and flexible masculinity. Journal of Organizational Ethnography.

Voss, R., Success Factors of a Nightclub from the Clubbers’ View. 44.

Lemieux‐Cumberlege, A. and Taylor, E.P., 2019. An exploratory study on the factors affecting the mental health and well‐being of frontline workers in homeless services. Health & social care in the community27(4), pp.e367-e378.

Elsbach, K.D. and Stigliani, I., 2018. Design thinking and organizational culture: A review and framework for future research. Journal of Management44(6), pp.2274-2306.

Lăzăroiu, G., Neguriţă, O., Grecu, I., Grecu, G. and Mitran, P.C., 2020. Consumers’ Decision-Making Process on Social Commerce Platforms: Online Trust, Perceived Risk, and Purchase Intentions. Frontiers in Psychology11. 44(6),

END OF FINAL ASSESSMENT

Submission instructions:

  • Save submission with your STUDENT ID NUMBER and UNIT CODE e.g. EMV54897 HC2112
  • Submission must be in MICROSOFT WORD FORMAT ONLY
  • Upload your submission to the appropriate link on Blackboard 
  • Only one submission is accepted.  Please ensure your submission is the correct document.
  • All submissions are automatically passed through SafeAssign to assess academic integrity.
Order Now
No Fields Found.
Universal Assignment (February 9, 2023) HC2112 SERVICE AND RELATIONSHIP MARKETING. Retrieved from https://universalassignment.com/hc2112-service-and-relationship-marketing/.
"HC2112 SERVICE AND RELATIONSHIP MARKETING." Universal Assignment - February 9, 2023, https://universalassignment.com/hc2112-service-and-relationship-marketing/
Universal Assignment July 10, 2022 HC2112 SERVICE AND RELATIONSHIP MARKETING., viewed February 9, 2023,<https://universalassignment.com/hc2112-service-and-relationship-marketing/>
Universal Assignment - HC2112 SERVICE AND RELATIONSHIP MARKETING. [Internet]. [Accessed February 9, 2023]. Available from: https://universalassignment.com/hc2112-service-and-relationship-marketing/
"HC2112 SERVICE AND RELATIONSHIP MARKETING." Universal Assignment - Accessed February 9, 2023. https://universalassignment.com/hc2112-service-and-relationship-marketing/
"HC2112 SERVICE AND RELATIONSHIP MARKETING." Universal Assignment [Online]. Available: https://universalassignment.com/hc2112-service-and-relationship-marketing/. [Accessed: February 9, 2023]

Please note along with our service, we will provide you with the following deliverables:

Please do not hesitate to put forward any queries regarding the service provision.

We look forward to having you on board with us.

Get 90%* Discount on Assignment Help

Most Frequent Questions & Answers

Universal Assignment Services is the best place to get help in your all kind of assignment help. We have 172+ experts available, who can help you to get HD+ grades. We also provide Free Plag report, Free Revisions,Best Price in the industry guaranteed.

We provide all kinds of assignmednt help, Report writing, Essay Writing, Dissertations, Thesis writing, Research Proposal, Research Report, Home work help, Question Answers help, Case studies, mathematical and Statistical tasks, Website development, Android application, Resume/CV writing, SOP(Statement of Purpose) Writing, Blog/Article, Poster making and so on.

We are available round the clock, 24X7, 365 days. You can appach us to our Whatsapp number +1 (613)778 8542 or email to info@universalassignment.com . We provide Free revision policy, if you need and revisions to be done on the task, we will do the same for you as soon as possible.

We provide services mainly to all major institutes and Universities in Australia, Canada, China, Malaysia, India, South Africa, New Zealand, Singapore, the United Arab Emirates, the United Kingdom, and the United States.

We provide lucrative discounts from 28% to 70% as per the wordcount, Technicality, Deadline and the number of your previous assignments done with us.

After your assignment request our team will check and update you the best suitable service for you alongwith the charges for the task. After confirmation and payment team will start the work and provide the task as per the deadline.

Yes, we will provide Plagirism free task and a free turnitin report along with the task without any extra cost.

No, if the main requirement is same, you don’t have to pay any additional amount. But it there is a additional requirement, then you have to pay the balance amount in order to get the revised solution.

The Fees are as minimum as $10 per page(1 page=250 words) and in case of a big task, we provide huge discounts.

We accept all the major Credit and Debit Cards for the payment. We do accept Paypal also.

Popular Assignments

BSBWOR502 – Lead and manage team effectiveness

BSBWOR502 – Lead and manage team effectiveness The BSBWOR502 – Lead and manage team effectiveness is a unit of the resource training. Also, it is competency training that helps aspiring team leaders build the necessary skills. Since team leadership in the workplace requires many abilities, this unit provides an approach

Read More »

BUSN 732 Writing Assignment 2

Description This assignment gives you an opportunity to read, summarize, and analyze material to be presented in a short report. Specifically, you are asked to read the five assigned articles on the Canadian Pension Plan (CPP) and make notes on the pros and cons of pension adoption discussed in each

Read More »

Assignment 2: Recorded Presentation

Weighting Percentage: 45% The purpose of this assessment task is to link an Aboriginal and / or Torres Strait Islander artwork with an issue that relates to health and wellbeing of Aboriginal and Torres Strait Islander people and explore the associated cultural and historical factors.  Each student is required to plan, create and submit

Read More »

Assignment 2 Research Proposal

ASSIGNMENT TWO GUIDE The Research Proposal This document contains everything you need to know for your second assignment. Please make sure to read this in full prior to asking any questions on Moodle. Below are the key things covered and the corresponding page numbers for easy access. Assignment 2 Research

Read More »

NUR133 ASSESSMENT 2 – Digital Presentation

NUR133 ASSESSMENT 2 – Digital Presentation (500 words + 10-minute presentation) TASK Select a service or program designed to improve the health outcomes of Aboriginal and/or Torres Strait Islander people and prepare a poster presentation that could be used to develop a brief, engaging education session for your peers. In

Read More »

MGMT2007 Organisational Behaviour

2021, MGMT2007 Organisational Behaviour 3,000-word Major Essay Pick ONE of these major essay questions to write an essay: Topic 1: Dealing with problems in an organisation under organisational change Example Scenario: Organisation X has implemented some drastic organisational changes recently. As a result, some of its employees have been laid

Read More »

NSB204 MENTAL HEALTH: Self and Others

Assessment Task 2 Assessment name: Case Study Task description: This assignment aims to help you to begin to use your professional and clinical judgement to think like nurses working in a mental health setting and/or in relation to the mental health needs of people regardless of the setting.   Choose

Read More »

MBA600 Business Report Individual written analysis

Assessment 2 Information Subject Code: MBA600 Subject Name: Capstone: Strategy Assessment Title: Assessment Type: Length: Business Report Individual written analysis 2000 words (+/- 10% allowable range) Weighting: 35% Total Marks: Submission: 100 Online Due Date: Week 10 Your task Using the same organisation from the first assessment, individually, you are

Read More »

HNN300 Child and Adolescent Health Assessment

Task 1: Written Assignment 1500 words (40%) Purpose of assessment task Childhood immunisation is a critical public health intervention that helps protect health and support normal development in infants, children, and young people. This assignment is designed to help you to analyse data, assess risk, and to develop skills to

Read More »

Importance of Aboriginal language

Due Date: 12 hrs   Format/Length: 800 words written Purpose: To explore, deconstruct and analyses the importance of Aboriginal language(s) in a contemporary context.  Task: You are to select an Aboriginal language initiative to research and develop your knowledge and understanding on the importance of keeping languages alive. This can

Read More »

Diverse Populations and Nursing Practice Reports

WORD LIMIT – 2500 – no introduction and conclusion required 7 headings required – headings, text-citations,                1200 words 1) Social determinants of health – 300 words 2) Health inequalities – 300 words 3) Health inequities – 300 words 4) Health outcomes – 300 words 1200 words 5) Application of

Read More »

Chronic Diseases

Introduction: The term “chronic disease” is increasingly often used by patients, healthcare professionals, researchers, etc. This term is defined differently by each person, and each definition encompasses a different set of medical disorders. Last but not least, the World Health Organization asserts that chronic illnesses are not contagious. They progress

Read More »

3. REPORT – Essay

STUDENT INSTRUCTIONS You are required to write a report as outlined in the assessment instruction and criteria listed below. It is important to ensure you read all aspects of the assessment topics and discuss any areas that require clarification with your assessor. Where there is a word limit it is

Read More »

Quality Areas 2 and 5 of the National Quality Standard

Access and review each of the Quality Areas in the ACECQA website, and for each of the given elements, provide one requirement that the element requires from an early years learning centre. You can access the page on the Quality Areas of the NQS using the link below: Quality Area

Read More »

National Health and Medical Research Council

Element Underpinning regulation from National Regulations Requirement of the regulation Underpinning section from the ECSNL Requirements of the section Element 2.1.1: Wellbeing and comfort         Element 2.2.1: Supervision         Element 5.1.1: Positive educator to child interactions         Element 5.2.2: Self-regulation  

Read More »

International Health and Development

Assessment Brief Module title: International Health and Development Assessment Point: First assessment point Assessment task: PART A: PowerPoint Presentation: 15 slides PART B: Word document: 1000-word count limit script for the slides Submission deadline: Please consult the VLE. Submission procedure: Please submit via the submission link on the VLE. Submission

Read More »

Outline the historical development of the policy

Outline the historical development of the policy including other linked policies highlighting key changes The Disability Support Pension is Australia’s universal health insurance scheme that guarantees all people who are unable to work due to a physical, mental, or intellectual disability financial help, which is a payment administered by Centrelink (Legal Services

Read More »

 SITHCCC027 – Prepare dishes using basic methods of cookery

Student Name  Student ID  Unit Name   SITHCCC027 – Prepare dishes using basic methods of cookery Practical Date  Submission Date  Student Declaration ☐ Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original and has not been copied or taken from another source

Read More »

SITHCCC027 – Prepare dishes using basic methods of cookery

Student Name    Student ID   Blc01102 Unit Name   SITHCCC027 – Prepare dishes using basic methods of cookery Practical Date   07/02/2023 Submission Date    Student Declaration ☒ Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original and has not been copied or

Read More »

Resource – Health promotion resource

ASSESSMENT:-             Resource – Health promotion resource Due date: – 10th August 2021   Length: – N/A Type of Collaboration:-                Individual Assessment Details It is the nurse’s role to provide information and education to enhance people’s control over their health (NMBA, 2016). The purpose of this assessment is to produce a

Read More »

The Aged Care Royal Commission Final Report

Discussion PAPER Assignment References 8 Australian Harvard 800 words  due 10th august The Aged Care Royal Commission Final Report titled Care, Dignity and Respect has now been released. The report calls for significant reforms to Australia’s aged care system. The final report also makes 148 recommendations for reform. In this

Read More »

HC3131 Business Research Project

Assessment Details and Submission Guidelines Trimester T2 2021 Unit Code HC3131 Unit Title Business Research Project Assessment Type 1, Topic Approval, Presentation Assessment Title Topic Approval Purpose of the assessment (with ULO Mapping) 1.Clearly identify your chosen topic, having carried out some basic review of available secondary data to secure

Read More »

Cases: Assessment Task 2

Case 1 Tina Tina is 18 years old and lives with her grandmother, older brother and two younger sisters. At present no one has a full-time job with both the grandmother and older brother currently on welfare. The two younger sisters currently enrolled in high school. Tina’s mother lives in

Read More »

NURBN3030 Supplementary Assessment

Written Case Study Report Application of health assessment, planning, implementation and evaluation of professional nursing care to a clinical deterioration patient scenario Due date:         As specified by the Course Coordinator Weighting:       Students must achieve a Pass grade (50%) for the Supplementary Assessment to achieve a Pass grade overall for the

Read More »

Competitive Advantage Video Project

Assessment 1 Information Subject Code: MBA600 Subject Name: Capstone: Strategy Assessment Title: Assessment Type: Length: Competitive Advantage Video Project Individual video recording 10 minutes (no more) Weighting: 25% Total Marks: Submission: 100 Online Due Date: Week 6 Your task Individually, you are required to record a 10-minute video, in which

Read More »

Analysis of Foundational Theory of Management

Class: Day and Time   Lecturer name   Student name / ID   ASSESSMENT 1 (30%) Written – Individual   Due:  Week 4 – Sunday, 15 August 2021 @ 23:59 Analysis of Foundational Study of Management – in the context of contemporary multidisciplinary business This assessment task is designed to address

Read More »

Relating the Class to World Events

Submit your assignment soon Even though your assignment is due on Aug 23, 4:59 PM AEST, try to submit it 1 or 2 days early if you can. Submitting early gives you a better chance of getting the peer reviews you need in time. Topic: Relating the Class to World

Read More »

Can't Find Your Assignment?

Open chat
1
Free Assistance
Universal Assignment
Hello 👋
How can we help you?