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Questions and Answers
Who is the instructor for the Quality Service Management course?
Mr. Antholon Jones
What is the required textbook for this course?
The Mid Semester Exam will consist only of short answer questions.
False
The group project will analyze a service organization in __________.
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What is the due date for the group project?
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What penalty is applied for late submissions of the coursework assignment?
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Participation in this course includes posting on the VDG.
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Students must submit a written report along with a ________ evaluation.
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Which of the following best describes a very good participation grade?
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Study Notes
Welcome and Course Information
- The course "Quality Service Management" is taught by Mr. Antholon Jones.
- Mr. Jones' contact information is available:
- Phone: 876 292 5446
- Email: [email protected] or [email protected]
- Office hours are Mondays from 1pm to 4pm or Fridays from 10am to 12noon.
Course Outline
- The required textbook is "Managing Customer Experience and Relationships: A Strategic Framework, 4th edition" by Peppers, D.; Rogers, M.
- The course is graded based on:
- Mid-semester exam (short answer and/or multiple-choice questions)
- Group project (analysis of a service organization in Jamaica)
- Participation (in-class and online engagement)
- Class attendance
- The mid-semester exam date and venue will be announced later.
- The group project requires analysis of a service entity in Jamaica, comparing its stated service commitments to the actual customer experience.
- Each group must submit a written report and a peer evaluation, and participate in an oral presentation.
- The group project is due in the week of November 25, 2024, with submission on OURVLE and an in-class presentation.
- Submissions beyond the deadline will incur a daily penalty of 5% deduction, with no submissions accepted after 2 days of the deadline.
- The participation grade is based on the level of engagement and visibility in class and online.
- Students can earn higher participation marks by attending all classes, actively participating in discussions, answering questions, and posting on the discussion forum.
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Description
This quiz provides essential information about the Quality Service Management course, taught by Mr. Antholon Jones. It outlines grading components and key course materials, including the required textbook. Students will also learn about course expectations and important deadlines.
