The influence of customer satisfaction on customer loyalty
COURSEWORK Description The coursework is an individual essay that critically analyses ONE argument found in the literature on a topic that is relevant to the development and/or operation of resorts or spas. To start with, the topic will be related to services marketing in resorts: people, physical evidence or process and use The Service-Profit Chain and try to find if there are any comparison between new and old service-profit chain models. Starting with the material on the Moodle page, research the topic and in the literature find an argument (two clearly contrasting perspectives). Analyse, assess, compare and contrast the different perspectives then give your opinion and justify it. Please ensure that you link the contrasting perspectives you are writing about to the relevant theories discussed in class and that you justify your opinion for instance by contextualising it in your country of origin or in a resort you have experience as a guest of employee. Structure In principle, an essay does not have or has a limited number of headings. It flows in a logical manner and includes an introduction, main section, and conclusion. • Title page: Include the programme name, module name and code, essay topic (argument), student name and UoD number, lecturer name, and submission date. • Acknowledgements: If appropriate, provide a page acknowledging those who helped you complete the assessment. • Content page: List the contents (Introduction, Findings and Analysis, Conclusion, References) and the page numbers they appear on. • Introduction: In approximately 200-300 words set the background, explain the argument, and explain how you are approaching the argument in the findings and analysis section. • Findings and analysis: In approximately 2’000 words present one side of the argument, the other side of the argument and give your opinion. Be factual and provide enough clarity for the reader to understand where you are coming from. • Conclusion: In approximately 200-300 words restate the main idea and make an interesting final impression. • References: Provide a reference list of all sources. • Appendix: No appendix. Formatting guidelines • Use 12 point-size, 1.5 line spacing, and Arial font • Spell and grammar check your text • Reference all sources in the text using the Harvard Referencing System • Include a reference list of all sources at the end of the report Attached below please find the teaching materials, please use ALL academic journal or books for reference only, and no .com sources.
