+1 862 207 3288 Conduct a literature review on THE SERVICE RECOVERY STRATEGIES
1. Overview – The major written project in Human Resource Management will involve each student in conducting first an individual
literature review on a topic related to human resource management. In general, a literature review requires the student to research and
discuss academic sources and other published information in a particular subject area, and sometimes within a specified timeframe. For
this project, the student will be required to construct and articulate a thesis statement, and will argue for a particular perspective
on the literature reviewed.
The second part of the major written project will be based on evaluating the specific topic in an existing company, following an
interview with the HR Director.
2. Learning Outcomes — Successful completion of this project will contribute to the student’s proficiency in the following learning
outcomes:
1. Synthesize and apply knowledge in human resource management to contemporary organizations. (synthesis and application)
3. Content – The following topic will form the basis for the major written project for all students:
“The strategic role of HR metrics-HR Analytics in contemporary organizations”
(check the slides on HR Metrics)
In your project you are expected to first conduct a literature review related to the HR metrics in contemporary organisations. Sources
may include some combination of academic journal and professional periodicals, as well as your textbooks.
In your analysis, you need to address the following issues:
1. Explain the concept of HR metrics and discuss whether and how HR metrics can support an organisation’s business strategy.
2. Critically evaluate the effectiveness of HR metrics, taking into account the advantages as well as challenges and limitations in
their use.
•
As the topic has been characterized one of the most contemporary issues in HR, it is interesting and important to explore it in an
actual organization. Thus, in the second part of your paper, you should address the following:
2. Analyze and evaluate how GOOGLE uses HR metrics. Examine the kind / type of metrics utilised (either generally or specifically
related to a project) and the reasons for which these metrics are selected. You need to conduct an interview with an HR Director or
base your analysis on secondary data (e.g. newspapers, magazines).
3. Format – Each student will prepare the major written project using the following required format:
Table of Contents – identifies the sections (introduction, main body, conclusion, and the appropriate headings and subheadings
throughout) in the written project and the associated page number for each
• Introduction – includes a brief statement of what the student intends to accomplish in the project, and a summary of what
follows in main body.
• Main Body – includes the development of the selected topic (with appropriate headings and subheadings within the main body).
• Conclusion – includes a brief statement of what you have accomplished through your discussion in the main body of the project.
• References – identifies the academic sources and other published information which you have used (e.g., journal articles, web
sources of a documentable nature, books, your textbook in this course, conference proceedings, interviews, questionnaires); please
refrain from using Wikipedia and other wiki sources, as generally, they are not considered to be academic sources.
• Attachments – includes written material, visual aids and graphics that you choose not to place in the main text.
• Appendix – includes related material not deemed necessary to be in the main text.
• Folder – Place the project in a folder of your choice, or staple pages together in the upper left corner.
5. Mechanics – Each student should adhere to the following technical requirements:
Documentation: APA style is required; a guide is available at: libguides.acg.edu – Easybib Pro http://library.acg.edu/citations/apa
• Word length: 1,800 – 2,200 words; it is compulsory to report the number of words at the end of the paper. A violation of the
specified word limit results in a 10% grade penalty in the student’s work.
• Submission: The project must be word processed, and each student will submit the project electronically and in paper copy.
• Typing: Use letter font 12. Please double space. Leave normal space between paragraphs. Use headings and subheadings where
appropriate.
6. Formative assessment/Outline – You are expected to provide me with a brief outline of your project. It will include the main ideas
and arguments, the name of the company and the manager you will interview, as well as a list of the questions you intend to ask. This
is a necessary formative assessment, before you start writing your project.
7. Contact person – Please note that you may contact an HR manager, a family member who works or owns a business, or you may use your
own experience if you are professionally employed. Please include the contact person’s card.
8. Project Due Date – All projects are due in excellent form on a date to be announced at the beginning of class. Please follow
carefully the progress of your work effort so that you will meet this deadline. Where coursework is submitted late and there are no
accepted extenuating circumstances it will be penalised in line with the following tariff: Late assignments will be penalized by 10% of
their original grade for each day the assignment is late. The maximum penalty for late submissions fewer than 7 days will be a grade of
40. Late assignments originally receiving a grade less than 40 UK points will also be penalized by 10% of their original grade for each
day the assignment is late. Assignments submitted 7 or more days late will receive a mark of zero.
9. Evaluation – The written project will be evaluated using the Evaluation Rubric for Major Written Project – Level 6, a copy of which
is available on acgboard.
10. Contribution to Final Course Grade – The major written project is 40% of the final course grade.
11. Originality and Authenticity – The rules of academic ethics apply when undertaking this major written project, including the
requirements that the student undertakes the major written project without improper or unauthorized assistance from anyone. If it is
determined that the project is not done individually and solely by the student, the instructor may grade the major written project as
an F.
12. Turnitin – Each student must submit electronically the major written project to Turnitin prior to submitting it to the academic
staff.
1. Overview – The written project in MG 4247Management of Services will involve each student in conducting an individual literature
review on a theme selected by the academic staff. In general, a literature review requires the student to research and discuss
academic sources and other published information in a particular subject area, and sometimes within a specified timeframe. In addition
to the discussion of the sources, this literature review also requires the student to apply the information gathered to a business
setting. In other words, this written project helps the student to develop skills in locating and summarizing the ideas of others, and
in applying those ideas to the business environment.
2. Learning Outcomes – successful completion of this project will contribute to the student’s proficiency in the following
learning outcome:
LO1: Analyze and assess contemporary methods and practices that service firms adopt for activating highly competitive and value-
generating strategies. (analysis, evaluation)
3. Content– The theme for the Spring 2016 semester is: Conduct a literature review on THE SERVICE RECOVERY STRATEGIES in general, not
focusing on a specific industry.
Now, proceed along the following guidelines:
1. Conduct a thorough Literature Research on the selected topic and any other related ones that will, possibly, emerge in the
process.
2. Organize the info collected into related parts and argue accordingly in order to address the following issues:
a. Subject introduction
b. Main characteristics of the approach.
c. Existing Strategies
d. Managerial implications.(practical advice,examples?)
e. Advantages & Disadvantages.-challenges
f. Other Related approaches and/or theories.
g. Future management related implications and opportunities created by the specific topic.
3. Use your own judgment to critique the topic discussed. Do your best to justify all your arguments, both by referring to
existing service theories and topics discussed in class and by providing your own educated opinion on the topic.
4. Try to organize and present some of the, hopefully, numerous questions and issues – that probably even deserve further
investigation – that your exposure to the topic has stimulated in you.(very important, critical evaluation counts for 50% of grade)
5. Make sure you include a detailed bibliography of your work and form a final report to be submitted for evaluation.(15-20
sources –MUST USE THE BOOK:SERVICE MANAGEMENT by Fitzsimmons & Fitzsimmons, 8th ed)
4. Format – Each student will prepare the written project using the following requiredformat:
• Title page – includes the title of the project, the student’s name, the course number and name (e.g., MG 2034 Al L5
Organizational Behavior and Human Resource Management), the project due date, and the instructor’s name
• Table of Contents – identifies the sections (introduction, main body, conclusion) in the written project and the associated
page number for each section
• Introduction – includes a brief statement of what you intend to accomplish in the project, and a summary of what follows in
main body
• Main Body – includes the review of the literature and the application of those ideas to the identified business setting
• Conclusion – includes a brief statement of what you have accomplished through your discussion in the main body of the project
• Works Cited – identifies the literature which you have reviewed; please refrain from using Wikipedia and other wiki sources, as
generally, they are not considered to be academic sources
• Folder – Place the project in a folder of your choice; it should not be submitted only with the pages stapled or clipped
together in the upper left corner
5. Mechanics – Each student should adhere to the following technical requirements:
a. Documentation – APA style; a guide is available at: libguides.acg.edu – Easybib Pro
b. Word length – 1,800-2,200 words; it is compulsory to report the number of words at the end of the paper. You must keep within
the word limit prescribed in the course, otherwise a minimum 10% grade penalty applies.
c. Submission – The project must be word processed, and each student will submit the project electronically and in paper copy
6. Project Due Date – All projects are due in excellent form on a deadline to be decided by the department and announced in due
time. Please follow carefully the progress of your work effort so that you will meet this deadline. Late assignments will be penalized
by 10% of their original grade for each day the assignment is late.The maximum penalty for late submissions fewer than 7 days will be a
grade of 40. Late assignments originally receiving a grade less than 40 UK points will also be penalized by 10% of their original grade
for each day the assignment is late.Assignments submitted 7 or more days late will receive a mark of zero.
7. Evaluation – The written project will be evaluated using the Evaluation Rubric for Written Project – Level 6, a copy of which
is available on Black Board.
8. Contribution to Final Course Grade – The written project is 40% of the final course grade.
9. Originality and Authenticity – The rules of academic ethicsapply when undertaking this written project, including the
requirements that the student undertakes the written project without improper or unauthorized assistance from anyone. If it is
determined that the project is not done individually and solely by the student, the instructor may grade the written project as an F.
10.Turnitin – Each student must submit electronically the written project to Turnitin prior to submitting it to the academic staff.
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