Course Description:

School/Portfolio: Course Code/ID: Course Title: Teaching Location: Program(s): Author: Level: Semester: Prerequisite(s): Co requisite(s): Exclusion(s): Credit Points/ Progress Units: ASCED Code: 15 The Business School BUMKT6904 Marketing Service Organisations MIT, Wednesdays MBA and other Graduate Business Programs Kimble Montagu Advanced Semester 2 2013 BUMKT5901 Marketing

080101

Adopted Reference Style APA

1 COURSE ORGANISATION:
Semester 2 2013 Page 1 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

1.1 Handbook/s For full details of programs and school procedures, please refer to the University of Ballarat handbook (http://www.ballarat.edu.au/current-students/publications,-policies-andforms/handbook/2012) and The Business School Programs Handbooks available at http://www.ballarat.edu.au/business/handbooks Important information located in the handbook includes: Student responsibility Special Consideration process and forms Submission of tasks and assignments Appeal process

Unsatisfactory progress - Early Intervention Grading codes

1.2 Staff The most appropriate contact is your teacher. If necessary they will contact the Course Coordinator at the University of Ballarat.
Lecturer Name: James Carino Phone: 0405120508 Fax: Email: jcarino@staff.ballarat.edu.au Office: Web: Name: Kimble Montagu Phone: +61 437 443323 Email: kmontagu@ballarat.edu.au

Course Coordinator:

1.3

Class Times Time 9am- 11am 11am- 12pm Function Lecture Tutorial Venue L303 L303

Date Wednesdays from July 24 2013 to 9 October 2013 Wednesdays from July 24 2013 to 9 October 2013

1.4 Consultation Hours By arrangementplease email for an appointment. 1.5 Prescribed Text Zeithaml, V., Bitner, M. and Gemler, D. (2013). Services Marketing: Integrating Customer Focus Across the Firm (6th ed.). New York: McGraw-Hill. Note: Earlier editions of the text may be available. If you obtain an earlier version the onus is on you to ensure you have access to any materials, including case studies, which have changed from edition to edition. 1.6 Plagiarism Plagiarism is presenting someone else work as your own and is a serious offence with serious consequences. As set out in the University Regulation 6.1.1, students who are caught plagiarising
Semester 2 2013 Page 2 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

will, for a first offence, be given a zero mark for that task. A second offence will result in a failing grade for the course(s) involved and any subsequent offence will be referred to the Student Discipline Committee. Student must be aware of the University Regulation 6.1.1 Student Plagiarism, available at http://www.ballarat.edu.au/legislation/6.1.1-plagiarism. The link to the library website for more information is: http://www.ballarat.edu.au/library/assignment-andresearch-help/referencing Students must: fully reference the source(s) of all material, even if you have re-expressed the ideas, facts or descriptions; acknowledge all direct quotations; and not submit work that has been researched and written by another person Turnitin Turnitin is a software application that allows students to check their assignments for referencing and citation omission or incorrect paraphrasing. You are NOT required to submit your individual and group assignments via Turnitin, however, you could use Turnitin to help you identify possible poor referencing. You ARE required to submit your individual and group assignments via UBOnline. Hard copies of these reports will not be accepted. 1.7 UBOnline UBOnline is used to host course resources for all courses. Students can download lecture and tutorial notes to support class participation. Students login to the UBOnline at https://ubonline.ballarat.edu.au/login/index.php.

OBJECTIVES:

This course explores the special characteristics of services and the challenges these present for managers and marketers of service organisations. The course will provide you with theoretical frameworks to help you to understand services, and the challenges associated with services marketing and management. More specifically, the course is designed to enable you to: Gain Knowledge Identify the differences between Goods and Services. Recognise the significant relationship between service quality, customer satisfaction, purchase intentions and profitability. Identify and evaluate the provision of service and customer service experiences in various organisational settings. Recognise the different operational environments between manufacturing and service organisations. Identify an expanded marketing mix for services and appreciate its complexity and cross functional implications.

Develop Skills

Semester 2 2013

Page 3 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Use analytical tools to identify and discuss the different classifications of service products. Utilise the GAPS model to analyse service organisations, identify problems and suggest appropriate solutions. Determine appropriate strategies to implement service improvements in service firms. Qualify and quantify the role of consumers in various service provision situations. Develop blue prints for managing effective relationships between participants of the service encounter. Practice important workplace skills (e.g. Teamwork, cooperation, and respect for diverse opinions) through cooperative learning activities.

Modify Attitudes Appreciate the important role of the service economy. Become a more perceptive and effective service marketer, manager and consumer through appreciating the complexity of service provision. Value the place of total quality in the delivery of customer-satisfying service. Believe in the value of the consumers role in the development and delivery of the service product. Want to continuously improve the experience for all participants. Appreciate the inter-functional coordination necessary to deliver quality service. Advocate the adoption of enhanced marketing activities in service firms.

3 CONTENT:
Topics and sub-topics may include: The marketing environment of the service organisation. The importance and range of services in the Australian economy. Classification and definition of the range of services. The Gaps Model of service quality. Understanding the service experience. The effect of service elements on marketing-mix strategy and consumer behaviour. The measurement of service quality and customer satisfaction. The importance of contact personnel. Closing the Gaps with appropriate service strategies.

4 LEARNING TASKS AND ASSESSMENT:

Summary It is emphasised that this course requires a significant commitment outside of formal class contact. The learning tasks in this course may include classes (lectures, tutorials or seminars), required reading, the preparation of answers to set questions, exercises and problems, and self-study. In addition, students may be required to complete an assignment, test or examination. Summary of suggested time allocations for this course Classes Reading
Semester 2 2013

3 hours per topic for 12 topics 2 hours per topic for 12 topics

36 hours 24 hours
Page 4 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Preparation of set questions, exercises and problems Preparation of assignment Study and revision for test and end of semester examination TOTAL

4 hours per topic for 12 topics

48 hours 20 hours 22 hours 150 hours

Attendance and Participation It is in students interest to make every effort to attend all the classes for this course and to complete all preparatory and assessment tasks. It is our experience that those students who do not attend class or carry out the associated activities are more likely to do poorly or to fail the course completely.

Learning Task Critically evaluate issues in the marketing of services An assignment to measure customer satisfaction with respect to the delivery of services. Evaluate and recommend solutions to problems in a services marketing context

Assessment (grading) Individual presentation and brief report: Service Watch Written reportgroups of TWO An Analysis of a Service Relationship Short answer, essay style or case study based examinationindividual time constrained task

Weighting 20%

Due date Report Week 6 Presentations Weeks 4 to 6 Report Week 10

40%

40%

During official examination period

Note on Assessment The University of Ballarat PASS grade is achieved at 50%. Students are strongly advised to attempt ALL assessment tasks. Students who do not submit a task(s) or fail a task(s) in the semester will be identified as a student at risk of unsatisfactory academic progress (outlined in the Business School Handbook) and will be directed to the Schools Intervention Program. Students who encounter difficulties or who are otherwise concerned regarding their progress should consult their lecturer. Assessment criteria set out the details by which performance in each task will be judged. This information will give a clear and explicit understanding of the expected standards to be achieved relative to the marks awarded. Assessment Details and Criteria Individual presentation and brief report (20%)

Semester 2 2013

Page 5 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Due Date:

Presentation (10 marks) By arrangement- weeks 4 to 6 Report (10 marks) week 6

Topic:

This individual task is a Services Watch Presentation and Report.

Examples of the services marketing principles covered in this course can be found in many business publications. You are to seek out one or more current articles that address services marketing issues relating to a real business or industry situation. You may choose any current event or discussion but it must be relevant to the material covered in this course. Make sure you use credible sources such as the daily press, business magazines, professional association newsletters, or perhaps even academic journals. The article must have been published in the last three months in BRW, Forbes, The Economist, South China Morning Post or similar publications. Do Not Use Web Articles. If you use questionable websites, blogs, etc. you will fail this task. You are required to provide a 5-10 minute presentation, and submit a short (1,000 word) report, on your chosen article or articles. Your presentation and report should meet the following criteria. Refer to the Assessment Criteria Sheets at the back of this document. They should: Give a (very) brief summary of the key point(s) of the article(s). Discuss how the article(s) relates to the concept(s) examined in the course (clearly note the concept(s) being illustrated) and the implications for services marketing practitioners. Give your personal evaluation of, and reaction to, the article(s). Your evaluation should be based upon the services marketing perspectives you are gaining from this course. Be honest in your evaluation.

Assessment Criteria: This task requires evidence that you have identified and understood the key services concepts illustrated in the article. Further, evidence is required that you can identify and explain the implications for the services management of a firm operating in the industry discussed in your article. You will be assessed on the quality of the article you choose and your ability to reflect upon the linkages between theory and practice. Presentations will be conducted on an ongoing bases through the semester, your written report is to be submitted at the time of presentation. Thus, you will have an opportunity to improve your report given feedback received from your classmates and me. A copy of the original sourced article must be appended to the report along with details of its publicationtime, place, publication, and author. Small group report (40%) Due date: Topic: This is to be submitted via Moodle week 10. An Analysis of a Service Relationship

Form into groups of two and then research and write a 3,500 word assignment. The goal of this assignment is to help you to understand and evaluate the service relationship that exists between you and a service provider with which you have a longer term relationship. All of you would have a customer-provider relationship with various service providers but not many of you would have considered analysing that relationship from a services marketing perspective. You are to consider your interactions with one Service Company and undertake a services marketing analysis of the service. (One of the first tasks will be to select an appropriate

Semester 2 2013

Page 6 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

service to analysediscuss this with your group partner and come to a mutually acceptable solution. Speak to your lecturer if you need some help in selecting an appropriate servicebut remember you need to have experienced the service from this provider). Using the GAPS Model of Service Quality as the overarching framework along with other service models, you are to analyse the service and your expectations and perceptions of that service. Your group report should integrate theory to help explain and analyse the service experience. Do not simply describe what has happened to youmere description is not analysis! This assignment will require you to gain an understanding of the GAPS Model and to use multiple analytical tools to analyse your service. Do not just describe the service providerfind evidence, use analytical techniques to explore, try to identify why and how service gaps emerged or were dealt with. As MBA students the expectation is that you explore issues in this report and show that you can think critically about aspects of services marketing. You are not expected to cover everything in this assignment, but rather to use the GAPS Model as an overarching framework, and then explore particular aspects of services marketing in depth. Do not ask your lecturer for a boilerplate pro formattake pleasure in the fact that you have some discretion to present a strong paper that reflects the analytic capabilities of your group. You should start on this task right from week onedo not leave it until the last minute. Form your group early, and give your lecturer the names of the two group members. Group Assignment Assessment Criteria: Refer to the Assessment Criteria Sheet at the back of this document. Your group assignment will be assessed against the following criteria: The selection of an appropriate, longer term service relationship Evidence of your appreciation of the complexity of the service being analysed Evidence of personal reflection and thought Your ability to collate data, think critically, and report on your experiences in a logical, analytic and systematic way A clear identification of appropriate and relevant services marketing concepts and theory Your use of concepts, constructs and analytical techniques to develop insights Evidence of research and reading beyond the set text to support your analysis and discussion The quality of your report, incl. presentation, use of diagrams, referencing, logical flow. Peer Assessment Groups will be limited to two members. Peer evaluation may be undertaken in this course. It will be the responsibility of both group members to produce a quality report. Hence, if there are group problems you are expected to sort them out so that the group, as a whole, does not suffer. If you need to discuss such a situation with meDO NOT LEAVE IT UNTIL THE LAST MOMENT. Please note that if a Peer Evaluation is required for your group, under normal circumstances no marks can be awarded to the group members until ALL members have returned the Peer Evaluation sheets. Peer Evaluation covers individual performance on:

Semester 2 2013

Page 7 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Understanding of the task and topic Industry and initiative Dependability and integrity Participating as a group member Attendance

To help you formulate a fair peer evaluation all students should keep notes on, e.g.: Class and meeting attendance Allocation of taskswho is to do what and by when Whether requested material is delivered on time and at sufficient quality/quantity Dates and details of all communicationsverbal, SMS, email and any other form

You should all regularly sign off so that there is consensus of what has occurred, what is being requested and by when, etc. If a group has to complete a confidential peer evaluation each student will obtain 50% of the group mark plus some allocation of the other 50% according to the result of the peer evaluation. No student can attain a mark that is higher than what the paper attained. NB: Where the lecturer believes that the Peer Evaluations have not been completed fairly he/she can amend the final marks generated by the above formula. Non-contributing Group Members Students need to understand that as a member of a group you have obligations to the other group members and failing to meet these obligations may put their and your performance at risk. Where a student (or students) is (are) not fulfilling these obligations all group members will be required to complete an independent and confidential Peer Evaluation. Where a student is rated poorly by fellow group members the offending student not only faces the prospect of scoring substantially reduced marks but may also: Receive a letter from the School to, e.g. requesting the student to attend a meeting with the Deputy Dean or some other nominated party; and/or Where applicable, be excluded from the group. Removal from a Group This is a last resort approach where under certain conditions a student can be removed from a group if he/she does not contribute as expected. This removal can occur at any time and then this student will be required to complete the group assignment as an individual assignment. The decision to remove the student is at the sole discretion of the lecturer after collecting data and speaking with the group members. Aspects that may be taken into account when reaching such a decision are:

Tutorial and ex-class meeting attendance General attitude displayed towards the assignment

Semester 2 2013

Page 8 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Not responding to group members communication efforts Not completing assigned tasks at the appropriate standard and on time Not responding to the lecturers communication efforts

To assist with this decision making students should keep individual diaries recording data related to the above points. Report Format Reports are to satisfy the following requirementsin this order. Signed and attached Business School Assignment Cover sheet. There is a sheet for the individual papers and a separate sheet for the group papers on Moodle. An Assessment Criteria Sheet MUST be fully completed and attached to the front of the assignment. The sheets are at the end of this documentmake sure you use the correct sheet when submitting. The assignment MUST also have a cover page that includes: 1. BUMKT6904 Marketing Service Organisations 2. Date of Submission 3. Assignment title a. Individual AssignmentService Watch b. Group AssignmentAn Analysis of a Service Relationship 4. Your name OR Names 5. Your student ID OR IDs 6. The Due Date 7. Submitted toYour Lecturer Name Report formatbusiness (not an essay) DO NOT write in the first or second person (I, we, our)write in third person only Proof read at least three times for spelling, grammatical and logic errors FontArial Size12 Paragraphsfully justified Line6 points before and after Line spacing1.5 lines Paragraph spacingsingle spacing after each paragraph Pages numbered bottom right hand corner All tables and diagrams labelledthey do not form part of the word count APA referencing style Assignment Checklist At the end of this course description is a list of items you MUST check BEFORE submitting the individual and group reports. Late Submission Assignments that are submitted late (without prior lecturer approval) will be subject to a penalty at the rate of 10% of the total possible marks per day i.e., as the group paper is worth 40 marks you will lose four marks per day.

Semester 2 2013

Page 9 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Individual Examinationtime constrained task (40%) Due Date: OFFICIAL EXAMINATION PERIOD. All components of this course are examinable this means that lectures, tutorial activities, assignments, and class discussions can all be assessed within the examination. If you miss tutorials and lecturers you may miss out on critical elements of assessable topics. The exam will be a closed-book examination, i.e. you may not take any text or other books into the room. Handwritten and/or typed notes are also not permitted in these exam like conditions. Examination Assessment Criteria: You will be assessed on your ability to: Demonstrate knowledge and understanding of Services Marketing concepts and theoretical models Apply principles and concepts of Services Marketing to problem situations Evaluate marketing problem situations, draw conclusions and make appropriate recommendations with respect to the development of services marketing strategies Reflect upon your learning in this course

5 SCHEDULE:
Please note that the sequence and content of lectures and tutorials may need to be changed and the following information should be used as a guide. Date Week 1 Course administration Introduction to Services Week 2 Week 3 Week 4 The Gap Model of Service Quality Customer Expectations of Service Customer Perceptions of Service Listening to Customers Through Research Building Customer Relationships Service Recovery Service Innovation & Design Customer-Defined Service Standards Physical Evidence and the Servicescape Lecture Text Chapters Course description 1 2 3 4 5 6 7 8 9 10

Week 5 Week 6 Week 7

Semester 2 2013

Page 10 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Week 8 Week 9 Week 10

Employees Roles in Service Delivery Customers Roles in Service delivery Managing Demand and Capacity Integrated Services Marketing Communications Pricing of Services The Financial and Economic Impact of Service Marketing services mind map Exam details and preparation SWOT VAC and EXAMINATIONS

11 12 13 14 15 16

Week 11 Week 12

6 ADDITIONAL RESOURCES:
Additional useful references: Services marketing is a field where authors are prolific; this is a selection of texts, but many more can be accessed. Bateson, J.E.G., Hoffman, K.D. (2006) Services Marketing Concepts, Strategies & Cases (3rd Edition). Mason, OH: Thomson South-Western. Bruhn, M. and Georgi, D. (2006). Services Marketing: Managing the Service Value Chain. Harlow: Pearson Education. Fisk, R. P., Grove, S. J. and John, J. (2008) Interactive Services Marketing (3rd Edition). Boston: Houghton Mifflin Company. Gabbott, M. Hogg, G. (1998) Services Industries Marketing. London: The Dryden Press. Kasper, H., van Helsdingen, P. and Gabbott, M. (2006). Services Marketing Management: A Strategic Perspective (2nd Edition) Chichester: John Wiley & Sons. Lovelock, C., Patterson, P. and Walker R. (2004) Services Marketing: An Asia-Pacific and Australian Perspective (3rd Edition) Frenchs Forest NSW Pearson Prentice Hall. McColl-Kennedy, J.R. (2003) Services Marketing: A Managerial Approach. QLD: John Wiley & Sons. Palmer, A. (2005). Principles of Services Marketing (4th ed). Berkshire: McGraw-Hill. Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York. The Free Press.

Semester 2 2013

Page 11 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Zeithaml, V., Bitner, M. and Gremler, D. (2009) Services Marketing: Integrating Customer Focus Across The Firm (5th Edition). New York: McGraw-Hill Irwin. In addition, there are several refereed journals that can be accessed in the library or through the electronic journal link on the main web-site. For example: Journal of Services Marketing, Journal of Retailing, Journal of Professional Services Marketing, and Journal of Services Research.

Semester 2 2013

Page 12 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

BUMKT6904 Individual Report Assessment Criteria Sheet

Must be attached at the front of the report Student Name Student Number Email

CRITERIA (Total Marks = 10) Content (80%) Brief summary of articles key points Link of course concepts to the article Implications for service marketing practitioners Conclusion Structure (10%) Follows required structure Demonstrates use of colour, headings, layout to enhance presentation of argument Integrates tables, charts or diagrams to enhance communication of information Appropriate and adequate use of references and correctly structured reference list Style (10%) Literacy standardsentences and paragraphs make sense Succinct and concise business writing style Engages reader with topic and holds readers attention Research and use of theory demonstrates creativity and engagement with topic

Comments

Mark:______________Comments:________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ __ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________

Semester 2 2013

Page 13 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

BUMKT6904 Individual Presentation Assessment Criteria Sheet

Must be attached at the front of the presentation Student Student Number Email

CRITERIA (Total Marks = 10) A) VOICE = 10% Audible and clear Pronunciation Appropriate speed Effective expression Dynamic range B) PRESENTATION = 10% Eye contact Fidgeting/mannerisms Use of body language Engages audience C) CONTENT = 50% Brief summary of articles key points Link of course concepts to the article Implications for service marketing practitioners Conclusion D) ORGANISATION = 10% Logical structure of ideas Clear links between slides Overall timing of presentation E) RESPONSES = 20% Ability to respond cogently

Comments

Comments

Comments

Comments

Comments

Mark:______________Comments:________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ __ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________

Semester 2 2013

Page 14 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

BUMKT6904 Group Report Assessment Criteria Sheet

Must be attached at the front of the report Student Names Student Numbers Email

CRITERIA (Total Marks = 40) Content (80%) Executive Summary (one page in length) - Introductory sentence - Major Findings - Major Recommendations Introduction - Description of an appropriate service relationship - Format of the report GAPS Model of Service Quality and other service marketing/service models - Expectations/Perceptions - Data/Analyses - Explanation/Findings Conclusions and Recommendations Structure (10%) Follows required structure as per checklist Demonstrates use of colour, headings, layout to enhance presentation of argument Integrates tables, charts or diagrams to enhance communication of information Appropriate and adequate use of references and correctly structured reference list Style (10%) Literacy standardsentences and paragraphs make sense Succinct and concise business writing style Engages reader with topic and holds readers attention Research and use of theory demonstrates creativity and engagement with topic

Comments

Semester 2 2013

Page 15 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

Mark:______________Comments:________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ __

Semester 2 2013

Page 16 of 18
CRICOS Provider Number 00103D

Course Description: BUMKT 6904

BUMKT6904 MARKETING SERVICE ORGANISATIONS

Aspects that need to be checked before submitting assignments
1 2 School cover sheet Assessment Criteria Sheet (ASC) Assignment cover page School cover sheet, ACS and Report File name Top pagecompleted and signed Second pagecompleted and signed Use as a checklistplace a tick by every item (and subitem) that you have checked Third pagecompleted as format in Course Description see p. 9 All in ONE Word document Surname/first name/assignment title e.g., Errey/Robert/GroupReportAn Analysis of a Service Relationship FontArial Size12 Paragraphsfully justified Line spacingdouble line spacing between each line Paragraph spacing6 points before and 6 points after Pages numbered bottom right hand corner All tables and diagrams labelled at the topthey do not form part of the word count APA reference style In-text referenceAPA Reference (list)APA If you quote an author you need (Smith, 2011, p. 23)the reader must be able to go to the quote so the page number is required. For the Individual Assignment do not write in the first personavoid I, we, ours, etc. Use it, its, theirs etc. For the Group Assignment you can use I, we, ours, etc. because its about your service encounter. Do not use US spellingin most cases Australians use an s rather than a z e.g., minimise (correct) v minimize (incorrect). Colour not color, behaviour not behavior, etc. The only time you would use US spelling is when it appears in a direct quote you are using APA style requires you to used words for numbers less than 10. Use words when starting a sentence with a number. Use $4,500 and not $4500 Students often have an apostrophe when using the plural case and do not use it for the possessive casecheck online for some help or the texts I mentioned in an email about 10 days ago Single subject requires a single verb e.g., UB has an
Page 17 of 18
CRICOS Provider Number 00103D

3 4 5

Report format

Referencing

Third person

Australian English

10

Numbers

11

Apostrophes

12

Subject-verb agreement (also

Semester 2 2013

Course Description: BUMKT 6904

covered under Syntaxbelow)

13

Colloquialisms

14

Ampersand (&)

15

Syntax

16

Proof read

17 18

Turnitin Starting a sentence

19

Table of Contents

advertising campaign NOT UB have an advertising campaign. Its campaign stress fun NOT Their campaign stresses fun A business/academic report should be written in a formal styleexpressions like McDonalds has lots of different hamburgers is not appropriatedo not use lots. There are other words that are also too informal for a business/academic reportso just check your words when you proof read Avoid using in this in normal sentences e.g., we had a burger & drink. There will be times when it is appropriate check the APA style manual Covers the construction of a sentence For help refer to http://faculty.washington.edu/ezent/imsc.htm Do not just read the sentence but read it out ALOUD perhaps to someone else or ask the other person to read it to you. Then askdoes this make sense? Correct accordingly Use this as one way of checking obvious in-text referencing issues Avoid And and But when writing formal reports. Because is acceptable these days but for an old man it hard to accept! Learn to use how to insert a ToC via the References tab in Word

Semester 2 2013

Page 18 of 18
CRICOS Provider Number 00103D