MKTG2509 Service and Relationhsip Marketing |
A1 Rubric | Service Evaluation Critique



Criterion
Fail
0 - 5
Pass
5 - 6.5
Credit
6.6 - 7.5
Distinction
7.6 - 8.5
High Distinction
8.6 - 10
Scor
e

Service encounter
entries
Barely satisfactory level of
entries. Barely satisfactory
understanding of the service
encounter. Fails to identify main
reasons for satisfaction or
dissatisfaction. Very significant
omissions or errors.
Fair level of depth in entries. Fair
understanding of the service
encounter. Briefly identifies
reasons for satisfaction or
dissatisfaction. Some significant
omissions or errors.
Good level of depth in entries.
Good understanding of the
service encounter. Identifies
reasons for satisfaction or
dissatisfaction. Some omissions
or errors.
Very good level of depth in
entries. Very good
understanding of the service
encounter. Identifies reasons for
satisfaction or dissatisfaction
with some detail. No omissions
or errors.
Excellent level of depth in entries.
Excellent understanding of the service
encounter. Identifies all reasons for
satisfaction or dissatisfaction with
excellent level of detail. No omissions
or errors.
/20
Service encounter paper

Ability to relate
material from
readings and lectures
to your paper
Lacks understanding of
theoretical frameworks,
concepts, and terms
to make connections and
elucidate service encounter
issues.
Uses basic understanding of
theoretical frameworks, concepts,
and terms,
to make basic connections and
elucidate service encounter
issues.
Uses knowledge of theoretical
frameworks, concepts, and
terms
to make some connections and
elucidate service encounter
issues.
Uses deep understanding of
theoretical frameworks,
concepts, and terms to make
connections and elucidate
service encounter issues.
Outstanding understanding of
theoretical frameworks, concepts, and
terms to make connections and
elucidate service encounter issues.
/25

Ability to diagnose
probable causes of
problems and match
them with
appropriate solutions
Fails to identify enough issues
faced by the service provider.
Lacks rationale for problems
found. Does not match solutions
to problems or link is very poor.
No articulation of managerial
implications is given.
Identify some issues faced by the
service provider but explain of
problems is poor. Does not
necessarily match solutions to
problems. Articulation of
managerial implications is poor
and/or vague.
Successfully identifies some
main issues faced by the
service provider and
attempts to explain why/how
they are problems. Match some
solutions to problems.
Articulation of managerial
implications require
improvement.
Successfully identifies and
understands most of main
issues faced by the service
provider and
successfully explains why/how
they are problems. Match most
solutions to problems,
articulating its managerial
implications and meaning to the
service provider.
Clearly Identifies and understands all
the main issues faced by the service
provider and successfully explains
why/how they are problems.
Accurately match with appropriate
solutions articulating its managerial
implications and meaning to the
service provider.
/25

Depth and
Substance of your
observations

Barely satisfactory level of
research. Barely satisfactory
understanding and analysis.
Very significant omissions or
errors. Research poorly linked to
the essay topic.
Fair level of research. Fair
understanding and analysis.
Some significant omissions or
errors. Research imperfectly
linked to the essay topic and
discussion.
Good level of research. Good
understanding and analysis.
Lacks some depth. Some
omissions and errors. Research
directed at the essay topic and
used to aid the discussion.
Very good level of research.
Very understanding and
analysis. Information, detail and
ideas from research linked well
to the flow of discussion in the
essay.
Excellent level of research. Excellent
understanding and analysis.
Information, detail and ideas from
research linked well to the flow of
discussion in the essay.
/20

Report
professionalism,
structure, and quality


Paper is very poorly structured
and illogically written.
Poor visuals. Quality of writing is
flawed with a large number of
spelling and grammatical errors.
Paper is somewhat well
structured. Contents is somewhat
logical. Visuals are appropriate
and readability is somewhat
flawed with noticeable spelling
and grammatical
errors
Paper is well structured and
somewhat logically written.
Visuals are appropriate and
relevant. Readability is
predominately without spelling
and grammatical
errors
Paper is very well structured and
logically written. Visuals are
attractive and relevant. Quality of
writing is high
Paper is seamlessly structured and
logically written. Visuals are highly
attractive and relevant. Quality of the
writing is exceptional
/10