| University | Singapore University of Social Science (SUSS) |
| Subject | MKT363 Services Marketing |
MKT363 Tutor-Marked Assignment
This assignment is worth 20% of the final mark for MKT363 Services Marketing.
Note to Students:
Compose your report using Microsoft Office Word, and save either as .doc or .docx (preferred).
You are to include the following particulars in your submission: Course Code, Title of the TMA, SUSS PI No., Your Name, and Submission Date.
Question 1
Apply the non-ownership concept to justify why the selected offering is a service rather than a good.
(10 marks)
Question 2
From Google Reviews, identify one common service issue (the same issue must be mentioned by at least three different customers). Using the Three Stage Model of Service Consumption, analyse how this issue affects the different consumption stages.
(60 marks)
Question 3
Based on your previous analysis, develop ways this service provider can improve.
(30 marks)
(Note: Your analysis must be based on the review evidence, not assumptions. Include photos or screenshots in the appendix where applicable)
MKT363 TMA Marking Rubrics
| Criteria | Does not meet expectations | Partially meet expectations | Meets expectations | Exceeds expectations | Greatly exceeds expectations |
| Efforts in Analysis and Discussion of the Service Marketing Scenarios (70%) | -Analysis and proposals are vague or lack relevance to service satisfaction. -Little to no application of the “Three Stage Model of Service Consumption” |
-Analysis and proposals lack a clear link to service satisfaction. -Limited application of “Three Stage Model of Service Consumption” |
-Analysis and proposals show a reasonable connection to enhancing service satisfaction. -Application of “Three Stage Model of Service Consumption” is evident. |
-Analysis and proposals are clearly linked to service satisfaction and demonstrate thoughtful consideration. -Strong application of “Three Stage Model of Service Consumption” in the proposals. |
-Analysis and proposals are highly relevant, feasible, and demonstrate a strong potential to increase service satisfaction. -Outstanding application of “Three Stage Model of Service Consumption” |
| Problem Solving and Critical Thinking Implementation (10%) | -Unable to identify any claims OR can only identify one claim. -Does not have supporting or opposing arguments, or they are weak/irrelevant. |
-Able to identify multiple claims; however, relations between claims are not established. | -Able to identify multiple claims and logical relations. -However, the logical relations are not well established for an overall logically coherent essay to be formed. |
-Able to identify multiple claims and logical relations, integrating the points into an overall logically coherent essay. -Has supporting or opposing arguments which are relevant. |
-Able to identify multiple claims and logical relations, integrating the points into an overall logically coherent essay. -Has supporting or opposing arguments which are relevant and well-supported. |
| Report Presentation (20%) | -Few or no in-text citations are provided. -References are missing or improperly formatted (including AI usage). -Sources are not credible or relevant. |
-Some in-text citations are provided, but they are inconsistent or improperly formatted. -References are included but do not adhere to standard formats (including AI usage). -Sources are somewhat credible but lack variety. |
-Proper and adequate in-text citations are provided. -References are included and formatted reasonably well (including AI usage). -Sources are credible and relevant to the content. |
-In-text citations are consistent, proper, and well-integrated into the content. -References are formatted accurately and follow standard guidelines (including AI usage). -Sources are credible, diverse, and add value to the content. |
-In-text citations are consistently integrated and enhance the argument. -References are perfectly formatted and comprehensive (including AI usage). -Sources are highly credible, varied, and significantly enrich the content. |
Word limit: 800
—- END OF ASSIGNMENT —-
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